Complaint sent via e-mail to Sears on April 14
On January 31 We purchased a stove top gas cooking range at your Stoneridge Mall in Pleasanton California. The stove top was a 36" "Kitchen Aid" range and a “downdraft" telescopic exhaust system for the cook top. We had in our kitchen an existing electric cook top and existing downdraft exhaust system. The sales person mentioned to us that both systems should fit perfect since the dimensions of the existing cook top and the exhaust system were of the same dimensions. At the time we also arranged with Sears to have their installers provide the installation. Two months later when the appliances arrived we were contacted by the installers selected by your company to perform the installation. The installers came in at 8: PM in one evening of the last week of March. The lights (electrical) were turned off our home approximately for 1-hour (8: PM). Which at the end of that time they told us that they would not be able to install the appliances because the opening on the granite top needed to be extended to fit the new cook top. I asked if they could perform that type of work in order to install the cook and they said no. I asked them what would be my course of action in order to have the cook top installed. They said that they would take the appliances back to Sears and if I wanted to have an independent contractor install the cook top we could have the appliances picked up at Sears. Couple of weeks later a secured an independent contractor to install the cook top and the exhaust system, when I went to see about obtaining my appliance sat Sears I found that they were still at the installer’s warehouse. I called the installing contractor and asked if he could deliver the appliances to Sears in order for me to pick them up since I had a contractor scheduled to do the work. I was told then that they would deliver the appliances for a fee ($65.00) or my other choice would be to wait until they re-stocked the appliances with Sears in order for us to pick them up. I had to pay the $65.00 since I had scheduled an installation day for the contractor to install them. My Complaint is based on the fact that I paid to have the two appliances installed and was never installed by the contractor selected by Sears. Furthermore I had to pay a contractor of my choice to perform the job, and I had to pay the delivery charge of $65.00. I am satisfied with the appliances I purchased at Sears and in the past most of the appliances I purchase I got through Sears; however I believe tha I should be credited the installation charges and the additional $65.00 that your installer charged us to deliver the appliances. Thank you, Robert Arteaga
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