- Las Vegas, NV
Would like to know who to contact in charge of Installation
We would like to know who to write to that might be in charge of Sears Installation.
Our 7 year old Sears water heater cracked 3 days ago. We were forced to shut off the water to the house because the intake valve was also shot (which Sears had installed when they installed the water heater) and it continued to leak unless we shut off the main valve to the house. We immediately called Sears to have someone come to repair or replace it. No one responded and after several calls the next day, a repair person finally came at 4 pm the next day. After paying him $89.00 said the water heater was cracked and needed to be replaced. We immediately called Sears to schedule the replacement. They said they were busy and to call back the next morning. We called several times that morning and were told that a repair person would contact us to schedule the replacement by 2pm. At 2 pm we called and were told that it would take 24-48 hours more to schedule the replacement. To add insult to all this I had out patient surgery the day after the water heater broke and am recovering from pneumonia. When we called Sears again to say this was unacceptable, they said we could go to the store and pick up the water heater ourselves and find out own plumber to install it. This said after we had already paid them almost 400.00 to cover the installation. So now 63 hours later we have been without water. Sears has been paid for the installation of a new water heater to replace their defective one. We finally received a call from an installer this morning saying they would be out this afternoon to install the water heater. (This is now Saturday). I’m skeptical that they will show because we have been put off each time we speak to anyone from Sears. We have bought appliances from Sears for over 30 years but will never buy another one from them.
The customer service provided is absolutely inexcusable.