On April 19th we made a contract with Sears to replace the entire AC (condenser, coil, plenum and so on) in our home.
Within hours after SEARS contractor left, we had water coming from the ceiling. We checked the attic and saw water coming from the newly installed coil and the furnace. At the same time we realized that the plenum (part of our contract) was not replaced.
We called SEARS representative few times complaining about the leak and the missing plenum and asked him to send a technician to fix the problem, but he did not do anything to help us. All we got from Sears were just technical explanations on the phone that the problems we've been experiencing were caused by a clogged pipe. So our only defense was to turn off the new A/C.
Sears emergency service is bogus.
The same day we hired a different company (ARS) to investigate the cause of leaking. Their technician proved to us that no pipe was clogged and pointed out a lot of problems with the installation ranging from wrong slope of the coil to bad sealing. He didn't fix anything, but showed us what to do to stop the water.
We called our SEARS project coordinator again, to see what his point is. This time they sent two technicians (4 days after the installation), but they couldn't find anything wrong. Their take: everything is OK and the sealing is acceptable.
We paid for outstanding work, not acceptable.
We asked them to write down everything and give us a copy of their expertise. We were surprised to find that letting clients have a copy of their expertise is an unusual procedure.
With a feeling that SEARS contractor tried to fool us we requested an inspection from the city. We found that No permit was pulled for this work. Therefore we had to pay for a work permit in our name and asked for having an inspection of Sears work as soon as possible.
City inspection expertise states that the entire AC system was improper installed and concluded that both condenser and coil must be reinstalled. Sears installation didn't respect even basic manufacture instructions.
The next step was to find a way to deal with Sears Home Improvement Houston (SHIP), but when we checked their license number, we were surprised to discover that our project coordinator and SHIP-Houston share the same name.
This proves us that Sears feature service (we will provide a project coordinator to manage your job) is bogus too.
On April 30th we addressed a certified letter to SEARS National Customer Service complaining about their service and asking to hire a different contractor and reinstall the AC.
At this moment we do not have any answer from them.
To see all the documents, you can go to
We made this site to let people know about our Sears experience and make them think twice before dealing with this company.
Ella
Sugar Land, Texas
U.S.A.
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