Sears Roebuck Co
Sear's - Incompetence and terrible customer service - Gas Furnace

In the fall of 1999, I ordered a 90% efficient, 100,000 btu gas furnace from Sears. The installation was shoddy and took over 12 hours for what they claimed would take 6 to 8 hours.

The evening after the furnace was installed, I noticed that the furnace would ignite and then immediately kick off. I turned the thermostat up to 80 to see it the performance would improve.
It did not. When the temperature of the house dropped below 60 degrees, I called the 800 service number. The representative refused to believe the furnace was not working properly and suggested that I turn the thermostat up to 90. That upset me somewhat, and I informed her that if I had to turn the thermostat up to 90 in order to get the house temp. Up above 60, that should be a pretty good indication that the furnace was not working properly. I asked to speak to her supervisor. After being on hold for quite some time, someone finally came on back on line. After explaining the problem to her and also the problem I had with the first person, she simply stated, someone would be there as soon as possible, and then immediately hung up the phone.

No one showed up to service the furnace that night. So, the next morning I called again. Again, the person answering the call was rude and of little help. She stated that if no one showed up that day, to call back again the next day.in the meantime, my house temp. Had dropped well below 60 degrees.
I then called the salesman that sold me the unit. Of course, he was now in, but I did leave a message on his answering machine stating if someone did not come to service the unit that day, they could just come and remove the unit and I would buy one from a more reputable company.
To make a long story short, someone from another heating company did show up about midnight that night. While he was there, he fixed the problem with the furnace but then pointed out several problem with the installation that would have to be corrected at a later time.

The story goes on... And the problems are still not resolved a year and a half later. The furnace has still not passed city inspection and apparently Sears and their reps. Don't even care.
I will update the story later.in the meantime, I have not set foot in a Sears store for any reason, and refuse to purchase another product from them.

Company: Sears Roebuck Co
Country: USA
State: Nationwide
Address: National

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