Sears Home Services

We purchased a residential Carrier air conditioning unit from Sears which included a 10 year parts and labour warranty. For years the company has been denying that we have warranty coverage, despite the fact that we have provided them with copies of our contract on multiple occasions. On one occasion we were finally able to get service, and the first technician who came to fix the unit advised us that parts needed to be replaced, and attempted to order replacements through Sears. Instead of doing the work, Sears sent a second technician who denied any new parts were needed, and just topped up coolant.

For the past few years, we have had to have the coolant topped up every summer, and have been fighting with Sears to try to get the faulty parts replaced, but they "misplace" orders, or just fail to return our calls. We have complained to customer service, and escalated the matter to supervisors, but cannot get the repairs completed. Our unit is not working at all this year, and despite the fact that we are still under warranty, we have been requesting replacement for over 4 weeks, and Sears still has not completed the work. Every person that I speak to at Sears has a different story about why the work can't be done, but no one has any solutions. The replacement parts were ordered LAST SUMMER by the technician, and Sears is advising us that they are still waiting for the parts to arrive.

All I can say is thank goodness this company is going out of business so that no one else will have to deal with the customer service nightmare that we have experienced.