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Sears Complaint - water heater nightmare
Sears Complaint

Sears Complaint


water heater nightmare

I had a water I bought through General electric in 2008 and had a warranty until 2014. On Friday Nov 25, 2011 I called Sears up for a water heater repair and was offered a (1year) insurance and repair for $200.00. I took and paid for the offer. when the repair man came he informed that the problem with the water heater was the coil that lights the water heater,and he would have to order the part as he did not have the part with him. Nov, 31 came and went with many phone calls to Sears. There only answer was, "It is being researched." When I asked them what that meant. They stated they could not find a vendor with the part. I told them that the water heater is only three years old and has a six year warranty, why not order it with GE. The days continue to go by with cold showers, they told me they understood, but I doubt they take cold showers with the weather being 42 degrees. On Dec 6th I talk, complained and beg through various sears operators until I was pushed through the contract department. I told them my case and insisted that it had been 12 days and counting with an inop water heater. They agreed to replace it but charged me another $109.00 for a flexible water line and a city inspection fee. I told them I bought the insurance and he told me that was for the water heater. I relented and said fine charge. When the repairman came he charged me $95 for 3 clamps and grounding wire (stating new county codes), another $150.00 for a gas valve, gas line, and gas trap (stating the gas valve was old, also $210.00 for expansion tank (stating new county code), $450.00 for a double wall venting and 2x vent cap. for a total of $905.00 and a grand total of $1,214.00. They stuck me for 12 days without service, so by the time all those days had elapsed, my family could not take it. I could not let them go with going more days with cold showers while research for another repairman. Fool me once shame on you, fool me twice shame on me.

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SearsCares says: (7 years ago)
Dear delphin562,

My name is Robert and I am part of the Social Media Escalations team at Sears and I am very concerned about what I have read here. I can only imagine the frustration this has caused you and your family to purchase a new water heater. I have read here that you have been inconvenience flexible water line and a city inspection fee. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (delphin562) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Robert B.
Social Media Moderator
Sears Social Media Support

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