Chicago, Illinois
With Company response Not resolved
1 comment

First of all this is my second time having EXTREMELY HORRIBLE service with sears. I cannot even begin to express how frustrating and wrong their services are.

The first time was with a water heater problem and this time it was for cleaning heating vents. I got a flier in the mail that stated a sale price for cleaning air vents. I called them early November to schedule my appointment, clearly stating that my furnace and AC units were separate and I only wished to clean the ones associated with heating. They set up an appointment for Nov 28th.

The so called "Sears" servicemen came and refuse to do the job because they only clean AC vents. Strike 1- why did sears make an appointment and send service men who are incapable of doing the job. So then I made a second appointment for the next week. This time no one showed up, the whole day I waited and no one came.

After a million calls they said they would put me in as the first customer for the next day 8 am-12 pm. Again the next day no one came. This time I was extremely angry- I called and was transferred to 5 different people and each time someone had another excuse: I had people listen to my whole story before telling me it was the wrong department, I was told that the servicemen got into an accident, then I was told by the supervisor that this was not true, the computers were down, I had been given the wrong timing and they didn't know why (this was the supervisor of the Heating department who said this) and then I was told that they could not do anything but make another appointment. This is when I should have refused but I thought maybe they will straighten up this time- WORST DECISION EVER!

Today finally after 3 weeks they come out and it turns out to be people from the Service dept. telling me I need to change $400 worth of parts so they can clean my furnace vents. He sticks a tiny feather duster vacuum up my furnace and tells me he cannot do the job because its blocked and I need to change the part. I dont have any issues with the furnace whatsoever and I am not about to pay some guy $400 without proof from other reliable people that I really do need to change a part that has given me no trouble at all.

I refused to pay. I was told that they would clean each furnace vent and this would cost 89.99, he charges me 400 for parts or 119 with cleaning. He didn't even know it would come out to 89.99 after I let him know that that is what the person who made my appointment said. He then has the audacity to tell me to pay- HE HASN'T DONE ANY WORK!!

What am I supposed to pay for?

AND now Sears is going to send me a bill to pay for a service that was not even completed. I called them again and some with Kay from the Service repair center and said the appointment that was made was not even for heating cleaning it was for a tune they messed up on my appointment in the first place. This is so frustrating I don't even know where to begin.

Besides the countless times I was lied to, given no confirmation. And the disputes center is telling me that if they make an appointment I will be charged. They have no proof of doing the work but I will be charged for the service which they did not do. SO technically they could come out to my house have tea with me and leave and I will be charged?

Thats just RIDICULOUS. I feel as if I am talking to dogs, worst customer service ever.

Product or Service Mentioned: Sears Cleaning Service.

Monetary Loss: $80.

Do You Have Something To Say ?
Write a review


You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment
Sears Response

Dear Pissed customer1225:

I would like to offer you our sincere apology for the numerous problems you have encountered attempting to get your heating vents cleaned. This is not the level of customer service that you deserve nor the level of customer service that Sears has long established. We would like to look into this situation further and offer our assistance toward a resolution.

At your convenience, please contact our office via email at 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 heater vent cleaning 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 (Pissed customer1225) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support