On December 31, I purchased a hot water tank from Mr. Dante (Sears Installation Rep) through the Sears internet department. I was told the cost for the tank was $477.00 and the installation cost would be $219.00 . He explained that if I did not have a platform there would be an additional cost of 70. I told him I did have a platform and therefore, there should be no additional cost. The agreed upon installed price for the tank was $696, with taxes, $730. On January 3rd, the plumbers came out to install the hot water tank and informed me that there would be an additional cost of $585 in addition the 219 I had already paid. In another words, the installation cost jumped from $219 to $804. Well as you can imagine, I was shocked. This installation just jumped 300%. The plumber said he had to comply with plumbing codes and install two vibration tubes. Now if you have not seen these tubes, there about 6 " long and are attached to the water control valves. The two tubes run about $30 and are easy to install. Because I had already removed the old hot water tank, the two plumbers were able to install the tank in less than one hour. Sure enough, Sears billed me twice, once for the $730 (Tank and agreed upon install) and another charge for $585 additional install. The total cost for my new hot water tank was not the originally agreed upon amount of $730, it was $1,315.
My frustration is that I feel I have been scammed. If I had known at the time I placed the order that the cost was going to be $1,315 and not the $730 agreed upon, I would not have made the purchase. Most plumbers in this area charge about $800 for a new tank to include installation. However, I did not find out till several days later that I would be charged an additional 300% installation fee. My problem is that when I found out of the revised price, I had already been without the hot water tank for three days. If I had cancelled the order, I would have had to wait another three days to get a tank installed. This was a classic "bait and switch". But even as the plumber was telling me there would be an additional cost, I thought there was no way Sears would approve this outrageous increase in cost; It was just to absurd. But apparently you did and my card was billed the additional $585.
The sad part about this experience is that during the 40 years I have been a loyal Sears Customer, I've always believed that you looked out for the interest of your customers. However, in this case, you certainly did not look out for my interest. There is no way you could not have known that the installation price you originally charged was grossly inaccurate. It would be interesting to know how many of your tanks have been installed at $219? I suspect that number would be close to zero. If that's true, than my experience really is a bait and switch scam
By the way, I tried unsuccessfully in getting this resolved through Sears Installation Solutions. Although they apparently receive a lot of training on apologizing, they are not very good at producing honest and fair solutions. Maybe you should use some of that training money on doing the right thing for your customers.
I would also like to point out that the installer indicated that Sears does this all the time.