Signed up for Furnace installation March 11 2011. Salesman came to my home to sign up for the installation and took payment from Sears MC, although Sears is not licensed to sell in home.
March 29, installer arrived to put in furnace, supposed to be done in 1 day. Installer Ivan did not finish the job and left without putting on the cold air intake.
April 26 Ivan came back to finish the installation. I had to call 6 times to get anyone to call me back, I'm given 5 different 1-800 #'s to call plus the installers # and the salesman's #, and the project co-coordinators #. The project co-coordinator des not know why the installation has taken so long.
Installer says that he has never had a gas inspection done on his installs before! He will meet the gas inspector at my house May 2 in the afternoon to go through the furnace and gas fittings.
May 2 no one shows. Start calling Sears again.
May 16 Sears says they are not responsible for the gas inspections and that it is my responsibility to get it done. I inform the project co-coordinator that it is written on my contract that they will complete a TOTAL install, with gas permit, and inspection. They also said the installer did not have his license for putting in gas fittings and he had to write the Alberta exam.
May 25 I call for an inspection of the gas fittings, inspector shows up and finds the furnace will not turn on, and because we have heavy rain that day, the whole chimney/exhaust for the furnace is pouring water down thru my house. I put out buckets and place another call to Sears's emergency service line. They tell me that the programmable thermostat in the house is faulty (over the phone without seeing it), so I replace the batteries and the furnace does start working again, and the water coming in is just condensation because the heat was off and the ducts got too cold. They don't come out to look.
May 26 Call Sears to say the buckets are still filling with rain water, and I finally get to speak to a Southern Alberta Service Manager for Sears, Steve Charpentier at 2 pm. He said he has put in an emergency call to their roofing installation dept. to fix the water leak and he is surprised no one is at my door yet! Steve Guarantees that this whole mess will be repaired in 24 hours and that the installer will be back to finish everything at 9 am on May 27.
10:30 am May 27 roofing guy calls to say he will be at my house at 11 am. 12:30 call roofing guy back to ask "where are you?" Roofing guys says it is raining out so he did not want to come out. 1:15 roofing guy comes out and says they did not put a peaked cap on the vent on the roof so water is just pouring into house and furnace. He did not bring a cap, not any silicone to repair the vent.
1:50 pm Ivan called to say he cannot make it and he books for May 31.
I call Steve back to say that the 24 hour completion guarantee is not fulfilled. I call Sears MC and put a stop payment on the furnace for which I have made 3 payments already.
May 31 different roofing guy comes out and seals up leak with Tar. He did not bring cap either, so just leaves vent open to all the elements. Ivan shows up, makes some adjustments to the furnace and ensures the humidifier is hooked up.
Sears - 81 days to complete a 1 day installation of furnace
- 4 site visits
- 60+ phone calls to get the work completed
- NO GAS PERMIT until I call to get the inspection done (Permit pulled May 10)
- Unqualified installer
- No license to take payments inside customers home
- I speak to over 60 call center reps. in Phillipnes, Indonesia, Toronto, Montreal, and many Eatern States. Only 1 manager calls back.
Product or Service Mentioned: Sears Installation.
Monetary Loss: $3900.