Sears Home Services

Yesterday I called sears home services and asked them to send out a technician to find out why my AC was not cooling properly. When he arrived he did not even hook anything up to my AC but determined after 5 minutes that the under ground line going from my outside unit to the air handler needed to be replaced. I asked him how he could know that without even checking for leaks? He said he knows because the outside and inside unit are pretty new but the underground line is the original and is old but if I wanted him to check for leaks that would cost $400.00 just to do that. I felt like he was not trustworthy and too lazy to investigate the root of the problem. I also felt like he was just trying to get as much money as he could out of the job. I told him I would pay the $69.00 for the service call ( in which he did nothing in the 20 minutes he was there ) and that I would get a second opinion. Sears #XXXXXXX technician ID #XXXXXXX Service order # XXXXXXXX. That same afternoon I called another AC repair company. They came out, hooked up their equipment and found no leaks in the inside unit but did find a leak at the base of the outside unit that could have been caused when the unit was installed last year. They repaired the leak and replaced the lost refrigerant and charged way less than the sears technician offered just to check for a leak. I will not use sears again, nor will I recommend their services to anyone.

Review: On July 16 I noticed decreased airflow in my AC. I called my HVAC company and they checked my system, found nothing wrong & suggested duct cleaning. I called Sears and made an appointment for the next day. They came out on 7/17/2013, and said my AC Evaporator coil was dirty and needed cleaning, a $300 service. I authorized the service and they drilled 3 holes into the access panel of my evaporator coil (instead of taking the panel off) They then asked me for a scrub brush & proceeded to shove the brush into the A shaped coil and scrubbed the coil. When they were finished, I told them that the airflow was much worse than before & they dismissed the complaint, saying it was due to the coil being wet from the cleaning and I should give it an hour to dry. Several hours later, I finally go ahold of a supervisor and they agreed to come back out to take a look. I also had noticed that they left the drain hose out and had flooded my laundry room. They came out, looked and blamed it on my AC unit (which had just been checked the day before). I called the HVAC company back out & they again checked my unit and said could not find a problem. I called Sears back & they returned to re-clean my ducts on 7/19. This did not resolve the problem. On 7/20/13 I called a general contractor who came out and looked at my ducts and AC unit. He found that the interior of my evaporator coil ( a sealed unit prior to this) had been completely smashed closed. He attempted to straighten the fins, with no luck and advised me that the coil was damaged beyond repair. I called Sears back on 7/22 and emailed them photos of the damage. They sent supervisor [redacted], along with another gentleman, to look at the damage. [redacted] stated Sears would have to replace the coil and called the technicians F[redacted]ing is. They left and I heard nothing back, in spite of numerous calls. On 7/30/2013 I called Sears customer service, told them of the issue. They contacted the Duct cleaning service and requested a call back. On 8/1 they called me and at first claimed that it was a pre-existing condition and they were not liable. When I argued this point, they offered me $500 to aid in the replacement of the coil. I told them to send me the offer and I would take a look at it. I heard nothing back. So I contacted the Executive Offices. I spoke to [redacted] who promised me she would help resolve the situation. She contacted the duct cleaning division and they told her they had tried numerous times to contact me (not true) and they were prepared to offer me $500. I told her to send me the offer in writing. She promised to do so. I heard nothing back again. I left her several messages during the time between 8/5 and 8/16. Today I called and spoke to another Representative who advised me that they were still waiting on the duct cleaning division to get back to them. It appears as though this division is simply hoping that I will give up and go away. The damage to my coil not only prevents use of the Air Conditioner but also the heater, as it completely blocks air from the furnace. Winter in Wisconsin without heat is not an option- they are not only threatening the health and well being of my family by restricting our use of our Air Conditioner but they were risking life threatening and property damaging cold conditions to my family, pets and home. I borrowed money from a family member to pay another service to come out and replace the damaged coil.Desired Settlement: At this time, I believe that Sears owes me not only a refund on the services that damaged my AC equipment but also reimbursement for repair work and the handyman who diagnosed the problem.

Consumer

Response:

I have heard from Sears Corporate, who is also trying to help me resolve

this problem, but not from Sears Duct Cleaning. After much fuss and

getting Sears Corp to advocate for me, they finally sent the offer of a $500

refund. BUT they sent an EXPIRED offer.

Sears did not show up to clean my carpet, because their van wasn't working. I rescheduled for the next day, and they didn't show up that day, not even a courtesy call. I called them, and they kept hanging up in my face. I had a family gathering planned, and had to cancel it after I spent $300 on everything for the party. My furniture was moved into my kitchen for two days, and carpet cleaners never showed up. The manager called of course hours later asking if I would be willing to reschedule, and he can try to give me a discount.... Really? I will never use this company ever again!!!!

I contacted Sears Home Services on Wednesday, December 11, 2013 to schedule duct cleaning in both units of a duplex I own. Their web site advertised a "special" price of $199.95 for up to 20 registers. The order-taker said that I qualified for the $199.95 "special" price" and we made an appointment for Saturday, December 14, 2013, "Between 8:00am and Noon." I was told that I would receive a telephone call for confirmation when the crew was ready to travel to my duplex. It had taken over 18 minutes to complete making the appointment because "the computer was slow."

When he was done taking my information, he told me that the total charge would include a $15 "surcharge", making the total cost $214.95. When I received the Order Confirmation by e-mail, I noticed that the extra $15 was listed as "Trip Charge Standard."

On Saturday morning I traveled to the duplex an waited for the confirmation call and arrival of the crew. I received no call and nobody showed-up by noon, so I called Sears Home Services and was told by [redacted] that the appointment had been cancelled because there had been "No Pick-up" of the confirmation call. Both my home phone and my cell phone numbers had been recorded on the Order Confirmation, but no missed calls were listed on the call logs of either phone.

I said that I was at the location and asked if the crew come in the afternoon. After putting me on hold, [redacted] told me that she had checked with the Milwaukee office (All calls are apparently handled by a call center in Virginia) that "it's snowing in Milwaukee, so they won't be able to get to you today." I asked to be rescheduled for the first appointment on Monday, December 16, but she said that the best she could do was the first appointment on Tuesday. I'm unavailable on Tuesdays, so I asked to speak with a supervisor. Anne Marie said that her supervisor was on another call, but would have her call me back. After receiving no call-back, I called again and spoke with Amy, to whom I had to explain the whole situation, because [redacted] or the supervisor were unavailable. [redacted] said that she could schedule me for first thing Monday morning. I asked to speak to a supervisor who could confirm this, since it contradicted what [redacted] had said. No supervisor was available.

I returned to my home and found a message on my home phone from [redacted] informing that I could be scheduled as the first appointment on Tuesday. I called back and reached [redacted] and asked again to be connected with a supervisor. I was told that her supervisor would call me. I waited for an hour and hadn't received a call, so I called again and was told the supervisor was on another call, but my name was now at the top of her list. I waited another hour, but received no call-back, so I called again. After much delay I was finally connected with [redacted], the supervisor.

I explained what had transpired and [redacted] offered a 10% reduction on the price. I asked how I could be assured that someone would actually show-up or actually call me. I also said that I did not appreciate a "Surcharge" being added to the advertised price since it was actually a "Standard " Trip Charge." [redacted] was of no help, so I finally gave up and decided I'd find another contractor who was willing to actually do business.

On Monday morning, December 16, 2013, I was at my computer researching other local duct cleaning firms at approximately 11:00am when I received a phone call from Anne Marie, saying that they could have a crew at my location within two hours and the $15 trip charge would be waived. I agreed, but said that I wouldn't travel to the duplex location until I received the "confirmation call" from the local crew. She agreed that that would work and concurred that "two hours" from that time would be 1:05pm local time.

I received no call by 1:05pm so I called the Sears Home Services call center and asked to speak with [redacted]. I was told that [redacted] had left. I then asked to speak with [redacted], the supervisor. I was told that [redacted] was on another call, but would call me back as soon as she finished. Having received no call-back in 15 minutes, I called again. This time I was told that [redacted] was in a staff meeting.

After additional, repeated calls and additional, repeated promises that [redacted] would call me back within 5 minutes, was was finally able to extract [redacted] 3-digit extension number from one of the multitude of no-service people I spoke with. After another hour and one-half, I was finally able to speak with [redacted]. She claimed that "The truck broke down", so they were unable to make it to keep your appointment. She had no explanation for why nobody called me to inform that the appointment promise had to be broken, nor why I had to spend 1-1/2 hours to speak with her. In all, Sears Home Services caused me to lose two full days from my life.

Sears Home Services misrepresents the price of their services. They do not perform the services they advertise. They repeatedly lie to you about what they will do rectify lousy service. They should by prosecuted under Federal Wire Fraud and Racketeering and Corrupt Organization (RICO) Acts.

My wife called and scheduled a carpet cleaning appointment on 7/28/2014 for 7/29/2014. She was not given a specific appointment time, but was told she would get a call regarding when in the morning they would arrive. They never called.
My wife called later in the day to confirm the appointment. She was disconnected numerous times (apparently their phone system was experiencing difficulties...understandable). When she finally got ahold of Sears, they said they would have someone call to confirm the appointment time. They never called.
On 7/29/2014 she called to confirm the appointment, and was told there was no record of her having made the appointment. Apparently the 3 separate people she spoke with have no recollection of her having called either. They said she could reschedule, but she declined and went with a different company.
We would not recommend this company.

Review: Due to a failure to complete a carpet cleaning job (didn't apply carpet protector), even though I was charged for it, I had to wait a week for them to come back and finish job. They were scheduled from 8-noon and arrived at 6:15 pm! Once here, 1st the pump broke, then they ran out of solution, so a 5 min. job cost me 8 hours of waiting time and an hour to do a 5-min. job. Due to these issues, I've been promised at least 3 different times (over phone) that I would get a lousy 10% discount. 2 weeks later, and several phone calls later, I still have not gotten an e-mail with the forms I need to fill out. When you call, you are put into a phone tree and transferred around the system several times. Then, if you're lucky enough to speak to person, either they need to refer it to a manager (whom you never hear back from) or they disconnect you! So, I'm out $30.40 (plus several hours of my time).

Now, I have a charge for $52.73 for parts on my sears card statement for a purchase on 8/4. I did not make this purchase and I know I did not, because I had 25 people at my home that day and I wouldn't have been shopping at Sears! I called the account number on the statement 800-917-7700 and they transferred me into the never ending phone tree and when I finally got someone on the phone (after 30 min.), I was disconnected, again!Desired Settlement: I want my 10% discount on carpet cleaning of $30.40 (I'd really like more, but I would feel lucky to get this); and the $52.73 removed from my account.

Consumer

Response:

I

finally reached a person at Sears today. I learned that the $52.73

charge was for a refrigerator water filter. Supposedly it was sent to

an address I no longer live at and they will not issue a credit on my

account until I return the product. I can't return the product because I

don't have it.

I was told that I was purchasing a lifetime warranty for both of my heating/air units - it ended up being on ONE unit, for ONE year. This was not an accidental misunderstanding - I was very specific when I quoted his sales pitch back to him. He verbally confirmed this multiple times. I feel I was tricked into this agreement.

Very poor service . Did not clean the vents at all just as dirty as before they started, now tis company is starting to harass me telling me I have to pay them 500.00 because I stopped payment for 805.00 because they did not clean the air ducts or do anything they claimed. Very unprofessional. The 500.00 is for the manager to come out and inspect the work tat was not done. RIP OFF , do not use them!!!!!

Review: I contracted sears to clean the carpets in my home. The agreement that I signed was for 3 rooms to be cleaned and the hallway was free. The cost for the service was $114.00. Sears representative [redacted] arrived at my home and partially completed what is stated in my written receipt. After [redacted] was paid in full for the services he left my home and my wife noticed that the hallway was not cleaned. She went to the driveway to catch him but he had already left. My wife then called the number listed on the receipt, [redacted]. When she explained the situation to the representative, she was informed that the technician would not return to our home and that this complaint would be forwarded onto the customer service division and we would receive a call regarding the complaint. This was at 12:25pm Milwaukee WI time. At 6:50 pm I again called sears to inquire about the status of the complaint. I was informed by "[redacted]" that all of the customer service personnel had left for the day and that I should receive a call on Friday, 11/29/13. I paid for a service that was not fully provided and am very dissatisfied with the services rendered. [redacted] never informed my wife that the service was completed and departed my home after collecting payment and without completing the job.Desired Settlement: I would like a call regarding this and for sears to rectify it by completing the service I paid for. I do not wish to pay full price for the service as it was not completed as contracted, on the agreed date.

Business

Response:

Left Messages for customer -- we will be happy to return and re-clean the missed area OR refund customer 30$ for the missed area. Whichever they would prefer. We will wait to hear back from customer as to which he would like and will move forward accordingly. Customer has been provided with a direct extension to two different Customer Service Support Members who can assist him (Ext 221 and Ext 279)