On 8/2/07 we've had a Sears in-home service technician service our leaking water heater - it was leaking from Temp/Pressure Valve (we've already replaced it ourselves too). The technician determined to fix the problem he has to replace the Temp/Pressure Valve (even though the part was replaced by us) and main gas valve controller. When he changed the parts I've asked him if these replaced parts are the only things that could cause the issue, he said yes. We were charged $286.78 for parts and labor. He noted on the receipt the unit is working and left. Also, when I went down to the basement to put stuff away - there was a ton of water on the floor around the water heater and my carpet was soaked! I guess the tech. "forgot" to ask for bucket when he was changing the parts.
Few days later, the water started leaking again and we called Sears to come out to look at it again. The appointment time was between 8 am and 5 pm. Also, they told me I should turn up the main gas valve controller because it might be causing the leaking. The only thing is that it couldn't be turned up more because it was already too hot and we have a newborn - it was set to below "A" setting (which is the lowest out of 4 different settings)
On the day of the service, we received a voice mail at 4:30pm that the tech. Was backed up and we have to re-schedule the appointment for another time. The next day I've called the customer service to schedule another appointment and it was set for 8/30/07 - pretty much a month later.
On 8/30 the tech. Showed up and looked at the unit and checked our water temperature, which was reading pretty hot (about 135 F). Then he went to his truck and after 45 min or so came back and advised that per his "tank people" we need an expansion tank, which only a plumber can install. Therefore, I asked if we even needed the parts originally replaced he said probably not but not to quote him on it and then he left.
Few days later, we've contacted Sears in order to find out how do we obtain a refund for the service, which we clearly didn't need (the water was still leaking from the unit). After being transferred 4 different times, some lady told us she has to talk with the technician to determine if we have a "valid" refund and she will call us back within 24 hours. We've never heard from them again.
On 9/4/07 we've mailed out a dispute to my credit card (Chase), which was charged for this transaction. On 10/8/07 Chase has refunded our money but stated in their letter that it still might be re-billed if merchant's bank will provide evidence that the charge is valid. On 11/14/07 I've received a call from Chase advising us that we will be re-billed because Sears's bank is stating we have not provided valid proof that the parts/service were unnecessary. I have contacted Sears and their customer relations's person read me the tech. Notes from 8/30, which state we need a plumber to fix our problem, and Sears never forwarded this note to their bank or Chase. Also, Sears is stating they are standing behind their 90-day guarantee for fix the problem. We've contacted Sears once again and the same tech. Came to our home on 11/17 and told us we need a plumber and that there is nothing he can do. So please tell me, how is Sears fulfilling their 90-day guarantee to fix any defective parts/service? At this point, I've requested a copy of notes from 8/30 service day and faxed over to Chase along with receipt of 11/17 service in hope that this will be enough proof to Sears that THEY cannot fix our issue and that they originally replaced parts that weren't needed (even though they don't want to say it out laud or on paper). Also, back when we've contacted them to find out about refund they told us we would have to send the parts back - which is totally stupid, cause we've didn't keep our old parts - since we were told they are defective and who keeps defective parts around?
So if there is anyone out there looking in to getting Sears appliances - don't! Their in-home service sucks and their technicians are not very knowledgeable.
Thank you.
Kasia
Waterford, Michigan
U.S.A.
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