Sears Home Service 2 weeks without AC Nationwide
On August 27, I called for service on my Kenmore roof combo heater/AC unit that I bought and had installed from Sears in 2011. The technician came out and was on time and found the issue promptly--I have no issue with my tech whatsoever: he has been the only positive experience I have had. We found that the blower motor had failed and he would need to order a replacement. It was 105 with 80% humidity. Not happy, but I work in field service and understand how things like this go when it is a newer unit. I watched the tech place the order before he left and was told it would be 5 business days before it would arrive. Not happy about it, but, again, I understand. Fast Forward to the Friday of the next week. I get a call at the end of the day from my tech informing me that the place he ordered the motor from over a week ago had only shipped it that Wednesday--it took a week to ship. It arrived today and my tech tells me that he is booked up by his manager and cannot get to me until this Wednesday, but he would try to see if there would be a cancellation that would allow him to be here Tuesday. This is going on 2 weeks without our AC unit. It is Southern California and the daily average during these two weeks without AC is 105 with 80% humidity. I tried five separate time this afternoon to escalate the issue and have been "disconnected" each time. Then, when I finally get someone, I am told that the scheduling department is already closed and to call back first thing in the morning. I have an 18 month old and pets along with my wife who has suffered through this ordeal for two weeks and they still want us to wait another 2 days--and then they want their $250 for labor! The motor is covered under manufacture warning, but labor is not. At this point, I and my wife are so dissatisfied that, if it would not stretch things even longer, we would tell Sears to keep their motor and we would go elsewhere. I really regret buying a Kenmore rooftop AC unit. I am going to insist they comp me the labor for this fiasco. If they don't, I will be back here to update.