In April (this year) I purchased a new heater (gas-fired hot water induced draft boiler) through Sears for close to $7,000.00. My family has, for over 40 years, purchased Sears products for our home and have used Sears for plumbing and other services also.
During our consultation with a Sears Salesman, in our home, our old heater was inspected and we were informed as to what product would be best suited for our home, the cost of the product and what would have to be done in order to get a new heater into our home. After spending 2 hours with the salesman we decided to purchase our heater through sears. We were told that our new heater would be installed and our old heater removed. The salesman inspected our heating system and told us exactly what we needed and did not need for our new heater.
Close to 2 weeks after our purchase an installer showed up to install our new heater. He spent a few hours on the first day beginning the process of installing our new heater but, he was not able to complete the job due to a part that we needed being shipped to the wrong warehouse, therefore, he had to return at another time to finish the job.
At this time I received a phone call from our salesman, he left a message on our answering machine informing us that we needed to pay more money for a part that the installer told them we needed (here's the bait and switch). When the salesman was here, we spent over an hour looking at our old heater and our heating system to choose the most productive product for our home. All parts were inspected, the entire system was looked at, how it connected to the rest of our home and then we were told EXACTLY what we needed and what we didnt need to purchase. Now, suddenly, we have to pay almost $500.00 more than we already paid for.
I called Sears and informed them that I would NOT being paying any more money than I already had and that the system was paid for in full.
Now while the installer was installing our new heater he realized that certain parts that we had purchased for our new system were NOT needed, we paid for parts that we did NOT need and left those parts, in a cardboard box, in my garage and stated he would have to come back at another time to get the old heater out of my house because his van broke down.
It is now almost 2 months later, from the date of purchase, the boiler was delivered the second week of May and our old heater is still sitting in my basement, too heavy for me to remove myself, and the parts that I paid for, that I do not need, are still sitting in my garage. The removal of the old heater is a part of the Service that we paid for.
I have called sears many times, my husband has called sears many times, we have spoken to the below divisions of Sears and have NOT received any assistance from anyone, only statements that if the installer does not come to get the heater on this day or that day call us back and let us know. These are the divisions that we have already spoken with.
Customer Complaint Center: 1-800-549-4505
Home Central: 1-800-469-4663
High Point HVAC: 1-800-690-5650
Quality Central Department: 1-888-673-7881
Products departement: 1-800-749-7499
Service Department: 1-800-222-5030
The installers Cell Phone
The installers Wife's Cell Phone
Our Salesman
Another number that we are uncertain of the department: 1-800-669-4715
I must strongly recommend to anyone looking into Sears products that they NOT use Sears any longer. It is not the company it once was.
I sit here today waiting on the installer to contact us and let us know if he will be comeing today to remove the old heater and the parts that are sitting in my garage that we do not need and we have yet to hear anything. My husband called at 11:00am EST today and it is now 12:30 and we have not received a return call.
We believe we are due reimbursement for Service and parts not needed. But at this point we believe they would attempt to use the "Bait and switch" they tried to pull over on us to claim that even the parts that were ordered that were not needed do not cover the cost of the parts we supposibly did not pay for or the poor service that we paid for.
If ANYONE knows of how we could resolve this issue we would be greatly appreciative.
Gina
Boardman, Ohio
U.S.A.
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