Sears
Water Heater Replacement Delays, Charged for Install Despite Contract

I had a sears hot water heater called the surviver, guaranteed to never leak, once a year I have had to get heating elements replaced. This year was no different. On nov. 12 I had a service call as again no hot water. I had to wait FOUR DAYS with no hot water just to get the service call, when the service man gets here finally, sure enough I needed another heating element. He replaced the element then he comes up and tells me the hot water heater is leaking and cannot be fixed, I have a service contract so he told me I would have to go to the store and they would issue me a replacement. With no hot water I went up to the store the next morning and was issued a replacement water heater with a lesser warranty because they do not have the surviver any longer, he then charged me TWO HUNDRED TWENTY NINE DOLLARS AND NIENTY NINE CENTS for installation and a permit, eventhough I have a full service contract! He then told me it would be delivered and installed the next day which was on a saturday. Now waiting over a week with NO WATER AND NO HOT WATER BECAUSE IF THE WATER IS ON IT LEAKS! Saturday comes NO DELIVERY, NO CALL! I call the store they give me a 800 number to call, I call the 800 number they give me the plumbers number to call, I call them. CLOSED ON SATURDAY! I left a message for them to call me (WHY DID I HAVE TO MAKE THE CALLS! The same day sears HOT LINE service center calls me to schedule a replacement hot water heater! I told them the service man told me I had to go to the store to get a replacement so I did, I also told them I was charged for installation and for a permit, they told me I have a full service warranty and only needed to pay for the permit. I called the store (AGAIN I HAD TO MAKE THE CALL) They did credit me for the install but still paid for the permit. On Monday morning the plumber called me and he did come out later that day and installed the new water heater. He told me he would have to come back in a couple weeks to have it inspected when he got the permit. TO THIS DAY DECEMBER8 NO CALL! On Monday December 7 sears calls me and tells me my service contract for my hot water has expired and is time to renew, I happened to have my service contract on my desk becasuse i consider this case not closed, and my service contract does not expire until APRIL 29! Under contract number1311598830091. The sevice person said he would make a note of it! At the very least I consider this extremly POOR SERVICE, I would really like to know what SEARS think, and I really want to know if I get any kind of response!

Company: Sears
Country: USA

  <     >