Shortly after coverage began in March 2018, a preventive maintenance check was done on my AC system. The tech said the system was in good working condition. About four weeks later it completely stopped blowing cool air.
My initial call to Sears was on May 10, and it took four days for a service company to come out and inspect the system. We were told it had to be completely replaced. Three days after this visit, the service provider still had not contacted Sears to get the claim process started. I demanded that another service provider come out and inspect the system. To my surprise, Sears agreed to that and waived the $100 deductible.
The second tech agreed with the first tech and I thought we would have AC soon. About one week later I was told that I needed to agree to pay the $1,050 in "non-covered" charges in order for the claim to proceed. I agreed to pay, and I called Sears every day after that to get an update on the progress of my claim. About one week later, after I had been repeatedly told that parts were ordered, Sears told me that they had no record of me agreeing to pay the "non-covered" charges. Therefore, no parts had ever been ordered and an entire week was wasted.
Then I was told they were unable to find the parts from their distributor and would contact a second distributor. I should add that I was given a different story every time I spoke with a Sears customer service rep. Also, my phone calls were cut off several times during this entire process. Then there was an issue over whether the parts were to be picked up by the service provider or delivered to him. Finally, on June 4 I was told by Sears that the service provider would call me later that day to confirm installation on Thursday, June 7. He did not call me until the evening of June 6, at which time he told me that he expected payment of "non-covered" charges in the amount of $2,260 in cash or bank check.
Sears then told me a BS story about why they didn't tell me about the additional charges, even though they required my agreement to pay those charges in order to process the claim. Sears also told me that they had no control over how the service provider wants to be paid. The installation finally happened on Friday, June 8, after four weeks without AC in North Texas. I gave the $2,260 to the service provider and he couldn't/wouldn't provide me with an invoice. Sears later told me they have no control over invoices because the money is not paid to Sears.
Thankfully, the AC is working fine, but I plan on cancelling the warranty because it is worthless. This was the absolute worst consumer experience I have ever had.
Product or Service Mentioned: Sears Air Conditioner Installation.
Reason of review: Poor customer service.