Sear Blue Ribbon #1-888-266-4043Detra Dunn ex. 95Case#1085736
I brought a complete HVAC system from Sears Home Improvement on June 15 with a one year warranty were the installer is responsible for the unit. After about two weeks of hot weather and the unit running day and night I notice a knocking noise during shut down. I called to set up an appointment to get someone out. They took my information and the next day a tech called me back and he told me that since my air was working, I was not a priority and he would let me know when he could get out. I waited a week no call back and no appointment. So I called them back to see what was going on and I was greeted with unprofessional ism I told them since the installer did not want to come out and look at my system I wanted someone from Sears to come look at my system because the installer is a sub-contractor. The woman cancelled my appointment and did not make another one again I called back upset wondering why no one has got in contact with me, I left a message with Rayn Doutt who is the Project Manager who never called me back but instead passed it off to Derrick who is another Sears Project Manger. Still no one has called me to set up a appointment so I call Sears Customer service who then contacted the Director of the dept who took the message to Rayn Doutt “by hand” to call me to set up service, but I get a call from Derrick on 10/2 who informed me that he had been trying to call me for two days but his desk phone would not let him and it just came to him to use his cell phone. He gave me impression that something would get done, he said a woman had called in last week because she could not operate her thermostat and they went to that call and I have been waiting a month. Still no appointment had been made so next I call the Blue Ribbon Corporate office of Sears I was assigned a case manger by the Name of Detra Dunn ex. 95 who offered a 15% discount on the unit for my troubles and sent out an e-mail and the installers finally came out. The guys arrive in a four door car with no tools in had an older guy and a young guy and as I tell them about the noise they look at each other and smirk. So when the older guy pulled out the fuse and the knocking noise started the young looked up at the old guy like they were in trouble. So the older guy starts and stops the unit four or five times and every time it stopped it made the noise. So he tells me it is just on the cool side and when I turn on my heat it would go away but it didn’t. I asked the young guy did he hear the noise and he told me that “I am not allowed to say anything” then he went and got back in the car. The older guy talked to me and told me that the compressor was cutting off and it was normal but he would listen to the next unit he installed closer. Detra called me with the report and it stated that they tighten up some screws and they didn’t see anything else. At this point I am furious but Detra said that she would take care of it so she had me call some local people to get them out here but nobody wants to get involved. I even agreed to pay for the outside contractor to come out but the more I think about it I should not have to pay a dime. Detra decided to call the local people herself and talk to them they told her that heat pumps make a lot of noise, now take in mind nobody has came out but they know what my unit is doing. So she calls me back and tells me what they said and asked me did I still want to make the appointment I told her “yes, how do they know what the noise is if they have not been out yet”. Then Detra states “what then Mr. Parker what if they come out and say the same thing” I told her that nothing new should be knocking and at this point I want a whole new unit one that is not making any noise. I thought that she was on my side until that statement, she called and Reagan and Son HVAC to come out and they told her they would be calling me in day or two it’s been 3. Detra called me this morning to see has anyone called and I told her no so then she asked me who I wanted to try next I told her the Attorney General and she stated “if that is what you want to do you can, but I will close out your file and there is nothing else I can do to help you “. I then asked for another case manager that’s when she wanted to work on it some more. She said that I want things done instantly it’s been over a month so here I am waiting for her to call me back with an appointment from a local contractor that she will want me to pay out of my pocket. Detra called me back 10-29 through the 31 and left messages that she had not been able to get in contact with Neville or Regan and Son. I talked with her on the Nov 1 at 9:34am and informed her that since I was not getting any were with her I had made another service appointment with Sears costumer solutions on 10-29 at 4:40 pm and still nobody has called me so the guy told me to call him back Friday if I have not heard anything so he could escalate the issue. I also told her that I had submitted a letter of complaint to the Attorney General she then stated that the case should have been referred back to her through customer solutions and that since I sent a complaint to the Attorney General she would have to close out my case I told her fine because we were not getting anywhere anyway. After talking with Detra I called customer service and got in touch with Isreal the gentleman who is handling the case on 11-1 @ 10:35am who placed me on hold while he contacted Ryan Doutt. Who stated that the noise was normal and the he was not going to replace the unit that I was that his tech had stated the noise in his report and explained to him that report did not get to the corporate office. He then stated that he did not know what they were looking at because it was in his report. I told him that I did not hear the noise when the unit was first installed then he cut me off and said you would not have heard it because you were running cool air. I told him that his tech had stated the opposite that it would only do it on the cool side and not heat but it makes the noise on both the cool and hot. He told me to call him when something was wrong, I told him it was he stated he was not going to send anyone out and he could not replace my unit with one that was not knocking. While I have waiting for the Attorney General to receive my paper work I will continue to work with customer solutions to get things resolved. But even dealing with them I have had two service appointments cancelled and I am waiting on a call today 11/9 which I know I will not receive. This product does have a warranty product and as of Nov. 22 this case is still open and the unit has not been fixed.
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