Complaint Review: Sears - Miami Florida

Kenmore AC Unit From Sears Buyer Beware! If you are planning on purchasing an AC unit for your home, read what happened to me when I purchased one from Sears in 2004. Not only does the brand Kenmore not stand for quality, as it once did, but also the Sears employees are rude and unprofessional. They don't care if you go without AC for days. My mother-in-law went through a similar issue with Sears, but with her refrigerator. The technician who went to her home to fix the refrigerator on 6/29/07 told her that she needed to wait for a part to be ordered from China. When I called Sears, on 7/12/07 for my mother-in-law to find out the status of the part order they informed me that a part was NEVER ORDERED BY THE TECHNICIAN. Is this Sear's concept of Customer Service? Please read on, and buyers beware!

I installed a Kenmore AC unit in my home in 2004. Since then it has clogged up three times writing the period of May 2006 and May 2007. Every time it clogs the AC leaks all over my wooden floors and I have one to two days with no AC. The first time the unit was repaired I was not charged. However, the second time it was repaired the service man did not want to do the work and Sears charged me 360.00, (I have the receipt). I asked the Sear's service man how I could avoid this from happening again and he suggested that I purchase a custom made filter from Sears for 99.95. I purchased the filter and waited from December 6, 2006 to December 22, 2006 with no delivery or contact from Sears. When I called Sears to inquired about the filter several customer service agents hung-up on me, and finally when I reached a supervisor he informed me that service man, number 0010355, indicated on his report that he had left the "custom made" filter at my home the day of the order, December 6, 2006. Finally I received the filter. I have cleaned it as indicated by the AC unit and technician's advise. Yet, yesterday, May 10, 2007 my AC dripped all over my wooden floors, causing them to become soft and turned off for the third time in a year. Upon calling Sears to get a technician to service my AC I was hung-up on again by Merilyn, and finally when I did get a competent customer service professional who informed me that I must wait until Saturday from 8 am to 5 pm to get someone to service my AC.

All of Sear's customer service people and management speak to me, the customer, as if I did something wrong. They are unsympathetic and rude. When they speak to me it is as if they were doing me a favor by answering the phone. I waited 40 minutes to speak to someone today in Sear's customer relations department. Her name was Tamy and finally when I did get to speak to her she put me on hold for over 5 minutes to finally get back to me to explain that her manager, Ernie Garcia could not speak to me nor would he approve my air handler being replaced. She explained that I must wait, more waiting.

The once reputable company, Sears, does not believe in "customer service", nor do they stand behind their product, Kenmore. I am trapped with a $5,000.00 AC unit that is a "lemon". I feel as if I have no rights and that Sears could care less about me a paying customer. I want the public to know that the once reputable company is no more. People should know that the Sears name, along with Kenmore are synonymous for incompetence.

Ania

Miami Springs, Florida

U.S.A.