Complaint Review: Sears

We purchased a Quantum 90 gas fired boiler heating system on April 28, 2008.

For the first winter season we had the new system it worked fine, kept our house warm during the harsh Illinois winters. Unfortunately, it was not the same the second winter. In January the temperatures dropped to 10 degrees below zero for a week with the winds 30 mph. The furnace would not turn on, so we called Sears Service and they replied that they could have someone out in two weeks, that is not what customers want to hear during the cold weather. We had to repeatedly turn the furnace on and off until it ignited and stayed ignited.

Early this fall, we had the furnace serviced not to experience problems this winter. Unfortunately we have been having a problem with Carbon Monoxide leaking. Sears service came out on December 28, 2010 and confirmed the it was the furnace and it will need new seals. A two year old furnace should not need to have the seals replaced unless it is poorly designed furnace. The seals which cost us $368.59 were to be delivered overnight, it is January 3rd and we still have not received the seals. Now it is a week and we cannot use our furnace.

Was informed January 3rd that the seals would not arrive until January 31. Spent all day trying to talk some common sense into any Sears representative, but just got a lot of excuses.

Spoke to sears management January 4, the seals will arrive January 7 and a service person will install and repair the boiler January 8.It is January 7 and the seals have not arrive yet.

If the seals do not fix the problem they may have to replace the circulating motor. We can only imagine how long that will take, maybe another week or two without heat at temperatures below freezing every night. We had to purchase three space heaters at $59.99 each. By keeping the bedroom doors shut with these three heaters, the temperature in the house is between 58 to 62 degrees, this only keeps the water pipes from freezing, it is not comfortable to live in.