I contracted with Sears Home Improvement Products to install a new Sears 2.5 ton heat pump system in my home on 4-13. The job was initially completed on 4-27. However, just after the initial completion of this system, the project coordinator contacted me with what can be best described as a thinly veiled attempt to pay more money because the electrical installation costs exceeded the sales person estimate. My contract specially detailed additional financial incentives for a $800 gift card and a $325 cash rebate that is still being advertised nationally. Also, this system would qualify for a $200 homeowners rebate from my local power company, (Duke Energy). I have received the gift card after several requests and I finally was able to get the installation contractor, (Air Perfection) to submit the rebate request after repeated slipped promise dates. However, it seems that the project coordinator in the Charlotte, NC office does not want to commit to honoring the $325 rebate. I have also contacted the General Manager of this regional office and he was defensive about this issue stating that the sales person made a mistake in his contract details. He then promised to get back to me with a specific answer to this issue but has failed to do so. The unwillingness to return emails and voice mails has been typical. It is important to note that the installation had some disturbing workmanship issues and that more importantly all my conversations with Sears representatives can clearly be labeled as vague, unprofessional, and defensive. Also, the sales person has been absent throughout this process. I have documented emails to support my position in this matter. I am recently retired and I am living on a fixed income and do not appreciate or will tolerate being treated in this manner. The total system cost was $10,000 in which I paid the total cash amount up front on a "a today only" basis to obtain the cash incentives. My contract is simple and clear on these issues, (which no one disputes) but it has become obvious that I will have to fight to get what I have been promised. There were not any communication issues between the sales person and myself prior to signing the contract on the deliverables from Sears and the technical details of the installation. The sears job number is 11644376.
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