Last summer we experienced problems with our Sears central air unit (purchased 2001) where it wasn't cooling down our home. Sears made several visits to our home to repair our central air unit during June 27 thru August 11 and each time they advised us that there wasn't anything wrong with our unit.in late August we turned the unit off for the season. On Sunday evening May 28 around 6pm EST we turned on our central air unit for the first time for the season and discovered the unit was still not functioning properly. As a result, we contacted Sears repair center at 1-800-469-4663 on Monday, May 28th (Memorial Day) and was advised by two representatives that they had no appointments available until June 11. We requested to speak with a supervisor as we found that date to be unacceptable (we have a young child w / asthma and a senior citizen with a heart condition in our home). The supervisor came on the line (Tynice) and informed us that they can send someone out to our home on Tuesday, May 29 between the hours of 1pm to 5pm. Based on this information my husband stayed home from work to wait for the repair team to arrive. To our surprise at 4:45pm on Tuesday, May 29 we received an automated message from Sears repair center advising to contact their office to schedule a new appointment. When we contacted the repair center and reached Anna to find out what happened with our appointment we again experienced extremely poor customer service and the call was disconnected twice. We even provided our contact number during this call but to no surprise did we get a call back after the call dropped. On our third attempt we contacted a gentlemen from the repair center who transferred our call to their customer service team who advised us that our unit is older and that there is nothing we (Sears) could do since our unit is over 10 years old. Based on this response we requested for the corporate contact information and were advised that THEY were the top level. So we went out to the website to obtain the Sears Corporate office and spoke w / Ashley Bell who provided us with a case# 6048447 and her contact information of 1-888-266-4043 ext 39 (m-f 10am to 7pm). Ashley advised they will be in contact with us within 24 hours which should be this coming Wednesday, May 30th. However, we would like to submit this complaint, as consumers because we were not provided with the level of service a consumer should forgo when expressing problems with a major appliance. Especially when the temperatures exceed over 90 degrees.
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