Air conditioner still not fixed in over a month
Complaint
Jeremy Kibodeaux
Country: United States
To Sears warranty and repairs department,
My name is Jeremy Kibodeaux. Less than two years (August 2010) ago I purchased an air conditioner (central heating and air) unit through your company, we had it serviced made sure it was clean and clear around it. Recently (April 27, 2012) my air conditioner was not cooling my house correctly. I would set it on 74 and the house would get to about 84-87 according to the wall thermostat, so I called to have it serviced as per my warranty agreement.
Friday 4/27: I called and set up an appointment to have unit serviced, first available date was Friday 5/04. I asked for earlier appointment and was told one was not available. I told the person I understood and appreciated them getting out as soon as possible.
Friday 5/04: Service tech came out and examined unit, he told me it was the blower unit motor and he would order the part and call me that day to let me know when he would be out to install it. I never received that call. I waited til Monday to call Sears.
Monday 5/07: Called Sears to find out the date that unit would be serviced and spoke with Meleeka (spelling). She said I would be called about the appointment when the part came in. On this day I had to start boarding my five dogs as temperatures in my home were reaching 100 degrees. This cost is normally $15 per dog/ per day.
Tuesday 5/08: Since I had not received a call about the appointment I called Sears again. I was told motor would be in on Friday 5/11 and would be installed that day.
Friday 5/11: Sharon (my wife) received an automated call from Sears stating we needed to call and reschedule our appointment. I called Sears and was told that part had not come in and that I should call on Monday 5/14 to schedule the appointment if the part had arrived.
Monday 5/14: I called Sears to inquire about repair appointment and was told that the part was supposed to be "gotten locally", I was placed on hold and got a message "Route Not Found" and was disconnected. I called back and was told by Tech Specialist Andy that I would be called and notified about appointment.
Wednesday 5/16: Since I had not received an appointment call, I called Sears again. I spoke with Ruby and she told me my appointment date was now set for 5/21. I explained to her how long I had been without a/c and she suggested I speak with the reimbursement department. She gave me the number (1800-927-7836) and transferred me. I spoke with Ed, who told me I could rent a wall unit and that Sears would reimburse me up to $250, I told him I could not afford to spend that money out of pocket. He gave me the case number for reimbursement #3966688, in case I changed my mind about the rental.
Friday 5/18: I called to find out whether there were any earlier appointments since this situation was costing me money and time. I was told there were not any openings earlier and tech would be out on 5/21 between 9am and 5pm.
Monday 5/21: Called Sears to see if I could find out when the tech would be at my home since I had errands that I needed to run. Teneesha (spelling) said she would put a call out to the tech who would call and give me a better idea of when he would be out. Tech finally called at 1:30pm and said he would be there at 2. He arrived at 2 and in 30 minutes had the new motor installed, he aid he had to wait while it "warmed up". He came inside and said that the unit was still not working correctly and checked my inside thermostat, he said he needed to check a few more things outside. I told him to keep me posted so I would know what was going on, sometime between 3:45 and 4:00 he left without telling me anything, so I called Sears at 4:05. I was told tech had to get a control board for my unit and would be out in the morning to install it. I asked the Service tech I was speaking with to call me at 8am so I could arrange to be home for the servicing.
Tuesday 5/22: Sharon received an automated phone call stating we need to call to reschedule our appointment. Called and found out our appointment was moved to 5/25. I asked why our appointment was changed and was told the part had to be "ordered locally". At this point I spoke with several people in succession, each one need me to restate my name, number and address. I spoke with Michael, Dee and finally a lady named Lori who was a supervisor, I was given the number 1-877-827-8585 and told this was a direct line so I could speak with someone who knew about my case and could more readily assist me. Had to run several errands and could not call back on this day. Sharon and I went and got a window unit on our Sears charge card and brought our dogs home on this day. 5/07-5/22 charge would have been $1050, Sharon's boss gave her a 50% discount since she worked there and is allowing her to pay it off in installments each week ($525 out of pocket)
Wednesday 5/23: I called and spoke with Maxine, she said they were still waiting on the part, I asked to be transferred to her supervisor and was transferred to Deborah, She told me she understood my anger, but according to her records my new appointment date was set for 6/02. She said she would email my complaints to Jerry Leech, Lorenzo Savage, and another person (did not catch name). She also stated she would escalate my complaint and was going to put me in touch with the complaints department, before transferring me she told me she would call me in the morning with any information she got from her email and gave me the number 1-888-673-7881 to get directly in touch with her. I was transferred to Ray Vaccaro, who also took all my information down and gave his extension 50052. He said he too would send an email to Mr. Leech and Mr. Leech's supervisor and his supervisor above him. He told me he was leaving the office soon and would call if he heard anything before he went home, and if not would call me at 8am to give me any information he had gathered.
Thursday 5/24: I called Sears at 8:30 since I had not heard from anyone, and was transferred to Ray again. He told me that it appeared that the reason my appointment had been changed was because it was for a furnace and had been relegated to lower priority. Ray suggested that I contact Blue Ribbon Escalation department at 1-888-266-4043. He also said it appeared I had a viable complaint and should also contact National Complaints and Compliments line at 1-800-549-4505. At the former number I spoke with Frank, after explaining what I was dealing with he told me I was speaking with the wrong department and said I should call the latter number, he then transferred me to Janelle. I explained my situation to her and asked how it was fair to reschedule my appointment after speaking with me. I explained I had to switch shifts with someone where I worked, taking a shorter shift so I could be home for the repair. I told her I would not be available on 5/26 because I had gotten my days switched to be available for the 5/25 set date. She placed me on hold and returned stating that the tech would be out on 5/25 and previously promised. Ray called me later in the afternoon to find out how things were going before he went home for the day. I told him what was on the table for the following day, he said I should still voice my complaint, he gave me the email address qualitycentral@searsprohome.com and said he had someone I should speak to. He transferred me to Mike, I gave Mike all of my information and he said I should definitely send a complaint in, he also said he would be filing a complaint for me and gave me #6043002. He told me things like this should not happen when dealing with Sears and my information would help insure the next person got better service.
Friday 5/25: I called Sears to make sure I was getting service today. I was told the tech was scheduled to be out, but that it would be later in the afternoon. Tech showed up at 3:30pm and proceeded to work on my unit til 7:00pm. He informed me that it was a freon exchange valve that was malfunctioning and that he had spoken with his supervisor and they would be out first thing on Tuesday 5/29.
Tuesday 5/29 I called Sears to find out when they would be out. I spoke with Abbey who told me that my date was set for 5/30, I asked to speak with Ray Vaccaro and was placed on hold. I lady named Ester answered, I gave her my information and she placed me on hold, the call placed me in a loop that I was not able to exit from. Called 1-877-827-8585 and got a busy signal, called 1-888-673-7881 and spoke with Monica. She took all of my information and suggested I speak with someone locally and gave me the number 1-850-857-5710, then she transferred me. I spoke with Wayne and explained my situation, he said the tech could not have given me a time that repair people would be out, since that was issued by their dispatch. I told him my file was extensive and became very irate, he took my number and said he would speak with Mr.Leech and call me back. At 9:03am he returned my call and said that a tech would be out in the next hour, if they did not have the part on their truck they would order it from my house before they left. I inquired as to why this was taking so long and whether they should just replace the unit, since it is apparently beyond their skill to repair in a reasonable time. He said that he was not authorized to replace units. He gave me the number to his office 1-800-347-9416.
It's now been almost 2 hours since I heard from anyone, my living room is sitting at 86 degrees and climbing.
I have to say without exception everyone I have spoken to has been very nice, even though they were ineffective. So far my repair that is covered by warranty has cost me over a month of use on my own living room, $525 in cash, 14 days without my animals, $225 charged on my Sears card (to be reimbursed), having to change my/ my wife's work schedules countless times. I have to tell you, I have no faith in Sears for any large purchases in the future, I would never recommend you for appliances, I would speak publicly against your service ethic. At this time I would not consider buying even the cheapest items in your store because of how I was and am continuing to be treated.
I would like answers as to why this is happening, who is responsible and what is going to be done to make it right.
My name is Jeremy Kibodeaux. Less than two years (August 2010) ago I purchased an air conditioner (central heating and air) unit through your company, we had it serviced made sure it was clean and clear around it. Recently (April 27, 2012) my air conditioner was not cooling my house correctly. I would set it on 74 and the house would get to about 84-87 according to the wall thermostat, so I called to have it serviced as per my warranty agreement.
Friday 4/27: I called and set up an appointment to have unit serviced, first available date was Friday 5/04. I asked for earlier appointment and was told one was not available. I told the person I understood and appreciated them getting out as soon as possible.
Friday 5/04: Service tech came out and examined unit, he told me it was the blower unit motor and he would order the part and call me that day to let me know when he would be out to install it. I never received that call. I waited til Monday to call Sears.
Monday 5/07: Called Sears to find out the date that unit would be serviced and spoke with Meleeka (spelling). She said I would be called about the appointment when the part came in. On this day I had to start boarding my five dogs as temperatures in my home were reaching 100 degrees. This cost is normally $15 per dog/ per day.
Tuesday 5/08: Since I had not received a call about the appointment I called Sears again. I was told motor would be in on Friday 5/11 and would be installed that day.
Friday 5/11: Sharon (my wife) received an automated call from Sears stating we needed to call and reschedule our appointment. I called Sears and was told that part had not come in and that I should call on Monday 5/14 to schedule the appointment if the part had arrived.
Monday 5/14: I called Sears to inquire about repair appointment and was told that the part was supposed to be "gotten locally", I was placed on hold and got a message "Route Not Found" and was disconnected. I called back and was told by Tech Specialist Andy that I would be called and notified about appointment.
Wednesday 5/16: Since I had not received an appointment call, I called Sears again. I spoke with Ruby and she told me my appointment date was now set for 5/21. I explained to her how long I had been without a/c and she suggested I speak with the reimbursement department. She gave me the number (1800-927-7836) and transferred me. I spoke with Ed, who told me I could rent a wall unit and that Sears would reimburse me up to $250, I told him I could not afford to spend that money out of pocket. He gave me the case number for reimbursement #3966688, in case I changed my mind about the rental.
Friday 5/18: I called to find out whether there were any earlier appointments since this situation was costing me money and time. I was told there were not any openings earlier and tech would be out on 5/21 between 9am and 5pm.
Monday 5/21: Called Sears to see if I could find out when the tech would be at my home since I had errands that I needed to run. Teneesha (spelling) said she would put a call out to the tech who would call and give me a better idea of when he would be out. Tech finally called at 1:30pm and said he would be there at 2. He arrived at 2 and in 30 minutes had the new motor installed, he aid he had to wait while it "warmed up". He came inside and said that the unit was still not working correctly and checked my inside thermostat, he said he needed to check a few more things outside. I told him to keep me posted so I would know what was going on, sometime between 3:45 and 4:00 he left without telling me anything, so I called Sears at 4:05. I was told tech had to get a control board for my unit and would be out in the morning to install it. I asked the Service tech I was speaking with to call me at 8am so I could arrange to be home for the servicing.
Tuesday 5/22: Sharon received an automated phone call stating we need to call to reschedule our appointment. Called and found out our appointment was moved to 5/25. I asked why our appointment was changed and was told the part had to be "ordered locally". At this point I spoke with several people in succession, each one need me to restate my name, number and address. I spoke with Michael, Dee and finally a lady named Lori who was a supervisor, I was given the number 1-877-827-8585 and told this was a direct line so I could speak with someone who knew about my case and could more readily assist me. Had to run several errands and could not call back on this day. Sharon and I went and got a window unit on our Sears charge card and brought our dogs home on this day. 5/07-5/22 charge would have been $1050, Sharon's boss gave her a 50% discount since she worked there and is allowing her to pay it off in installments each week ($525 out of pocket)
Wednesday 5/23: I called and spoke with Maxine, she said they were still waiting on the part, I asked to be transferred to her supervisor and was transferred to Deborah, She told me she understood my anger, but according to her records my new appointment date was set for 6/02. She said she would email my complaints to Jerry Leech, Lorenzo Savage, and another person (did not catch name). She also stated she would escalate my complaint and was going to put me in touch with the complaints department, before transferring me she told me she would call me in the morning with any information she got from her email and gave me the number 1-888-673-7881 to get directly in touch with her. I was transferred to Ray Vaccaro, who also took all my information down and gave his extension 50052. He said he too would send an email to Mr. Leech and Mr. Leech's supervisor and his supervisor above him. He told me he was leaving the office soon and would call if he heard anything before he went home, and if not would call me at 8am to give me any information he had gathered.
Thursday 5/24: I called Sears at 8:30 since I had not heard from anyone, and was transferred to Ray again. He told me that it appeared that the reason my appointment had been changed was because it was for a furnace and had been relegated to lower priority. Ray suggested that I contact Blue Ribbon Escalation department at 1-888-266-4043. He also said it appeared I had a viable complaint and should also contact National Complaints and Compliments line at 1-800-549-4505. At the former number I spoke with Frank, after explaining what I was dealing with he told me I was speaking with the wrong department and said I should call the latter number, he then transferred me to Janelle. I explained my situation to her and asked how it was fair to reschedule my appointment after speaking with me. I explained I had to switch shifts with someone where I worked, taking a shorter shift so I could be home for the repair. I told her I would not be available on 5/26 because I had gotten my days switched to be available for the 5/25 set date. She placed me on hold and returned stating that the tech would be out on 5/25 and previously promised. Ray called me later in the afternoon to find out how things were going before he went home for the day. I told him what was on the table for the following day, he said I should still voice my complaint, he gave me the email address qualitycentral@searsprohome.com and said he had someone I should speak to. He transferred me to Mike, I gave Mike all of my information and he said I should definitely send a complaint in, he also said he would be filing a complaint for me and gave me #6043002. He told me things like this should not happen when dealing with Sears and my information would help insure the next person got better service.
Friday 5/25: I called Sears to make sure I was getting service today. I was told the tech was scheduled to be out, but that it would be later in the afternoon. Tech showed up at 3:30pm and proceeded to work on my unit til 7:00pm. He informed me that it was a freon exchange valve that was malfunctioning and that he had spoken with his supervisor and they would be out first thing on Tuesday 5/29.
Tuesday 5/29 I called Sears to find out when they would be out. I spoke with Abbey who told me that my date was set for 5/30, I asked to speak with Ray Vaccaro and was placed on hold. I lady named Ester answered, I gave her my information and she placed me on hold, the call placed me in a loop that I was not able to exit from. Called 1-877-827-8585 and got a busy signal, called 1-888-673-7881 and spoke with Monica. She took all of my information and suggested I speak with someone locally and gave me the number 1-850-857-5710, then she transferred me. I spoke with Wayne and explained my situation, he said the tech could not have given me a time that repair people would be out, since that was issued by their dispatch. I told him my file was extensive and became very irate, he took my number and said he would speak with Mr.Leech and call me back. At 9:03am he returned my call and said that a tech would be out in the next hour, if they did not have the part on their truck they would order it from my house before they left. I inquired as to why this was taking so long and whether they should just replace the unit, since it is apparently beyond their skill to repair in a reasonable time. He said that he was not authorized to replace units. He gave me the number to his office 1-800-347-9416.
It's now been almost 2 hours since I heard from anyone, my living room is sitting at 86 degrees and climbing.
I have to say without exception everyone I have spoken to has been very nice, even though they were ineffective. So far my repair that is covered by warranty has cost me over a month of use on my own living room, $525 in cash, 14 days without my animals, $225 charged on my Sears card (to be reimbursed), having to change my/ my wife's work schedules countless times. I have to tell you, I have no faith in Sears for any large purchases in the future, I would never recommend you for appliances, I would speak publicly against your service ethic. At this time I would not consider buying even the cheapest items in your store because of how I was and am continuing to be treated.
I would like answers as to why this is happening, who is responsible and what is going to be done to make it right.
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