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Sears Complaint - Sears has issues - Sears and AHS
Sears Complaint

Sears Complaint


Sears has issues - Sears and AHS

This review has been resolved or replied to by this company.
My husband and I bought a new 50 gal. water heater, drain pan, and a 3 year warranty. The contract plumbers form Northern VA who came to install the water heater forgot the $79.99 drain pan we paid for when we bought the water heater. They installed the water heater, but we have been trying for over a week to get them to come back and install the pan. The water heater installation was supposed to have been inspected within 5 days according to MD code. I have spent hours on the phone talking with Sears "resolution staff", but have not gotten the problem resolved. The plumbing contractor is rude, and almost impossible to get by phone. I gave up and called for a plumbing inspection knowing that the job will be failed because it was not done within the prescribed time window. I'm hoping this ding on their record will jar the contractor and Sears to get moving.

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searsANDahs says: (5 years ago)
Ms. Stephanie L. from SEARS should address the issue with my situation. Twice SEARS had me WAITING at home for a rep to come out to service my washer. The first time, up until an hour after my window closed they said someone would be out. I call after the window closed and they said AHS cancelled same. AHS said they did not cancel - Sounds like a war going on and I'm the civilian. Anyway, Sears had me wait out the full window again, just for the rep to come in after the window of time closed and say, "I cannot service your machine because it is stacked". Really, Mr. Serviceman - especially when it was serviced two other times and it was stacked. It was sold to me as a stacked item. I think there is something very strange going on with SEARS and AHS. DO NOT PURCHASE AMERICAN HOME SHEILD. Stay away from Sears and please purchase appliances through someone who does not use Sears as their service Reps. Please.

searsANDahs says: (5 years ago)
SEARS - AHS REALLY? Don't do it. Find someone else. By the way - Sears is now hiding under A&E service.

Yes they have issues. Twice through AHS Sears has cancelled on me. Today a rep came out only to say he cannot service my machine. He said he cannot service because my machine is STACKED. Really??? They serviced it before when it was STACKED. That is the only way they've serviced it. They cancelled a repair call before only to blame each other. So I shall go to the dealer and find out why my machine is not being serviced. REALLY? I pay AHS monthly.

SearsCares says: (7 years ago)
Dear lattecat,

Please accept our apologies for the way our business partner has handled the installation of your water heater. My name is Stephanie L. and I am with the Sears Social Media Escalations team. We understand how this situation can be stressful. You have paid for a full installation service and it has yet to be fulfilled. We are very sorry for the multiple phone calls you’ve had to make without resolutions, and we are especially sorry your phone calls have not been returned. We would like to follow up on this installation on your behalf. At your convenience please contact our office via email at smadvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your water heater was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name “lattecat” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support

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