Featured With Company response Not resolved

Update by user May 10, 2014

Well, after contacting my local chamber of commerce and Sears corporate headquarters, they FINALLY took responsibility and made good for the damage they did to my boiler. While it took 4 months, numerous phone calls, emails and letters, they rectified the problem they caused.

Original review posted by user Feb 17, 2014

I purchased a new Dunkirk boiler from Sears in October of 2010 and paid $4611. I bought an electronic pilot boiler but they sent and installed a standing ignition boiler.

So Sears sent me something OTHER than what I purchased which also cost less than the boiler I paid for. When I realized their error (July 2011), I contacted Sears and they sent out someone to add a conversion kit to make the boiler an electric ignition. So now I have a boiler with a conversion kit on it rather that IN it like the boiler that I ordered. On top of that, the mechanism that is supposed to open and close the damper wasn't working properly which could have cause carbon monoxide poisoning and killed any of my animals or even worse, someone in my family so Sears had to come out to fix THAT as well!

Then on 1/6/14 the boiler would not ignite. The control panel was on (the LED lights were displaying some numbers) and it was trying to light but all that was happening was that it was making some sort of clicking noise (it sounded like a car does when the battery is dead and you try to start it). I contacted Sears but they said they wouldn’t be able to get someone out until possibly the next day and the temperatures that night were in the single digits. I called for an emergency repair with a local HVAC company.

They came out, charged me $178 for the "service call" and couldn’t troubleshoot the problem. They said they worked primarily on oil furnaces. So again I contacted Sears and set up an appointment. In the meanwhile I contacted Sears at the corporate phone number (888-266-4043) and spoke to case manager Holly at ext.

38. She assigned me a case number of XXXX264. The service tech arrived on 1/8/14. The tech that came to my home to *** the problem with the boiler wound up frying the control board that operates the ENTIRE boiler.

He tried to troubleshoot and/or repair the problem himself to no avail. He then called the manufacturer (Dunkirk) over the phone and they consulted with him regarding the problem. He was obviously directed on what to do to try and fix the problem but nothing worked and the boiler wasn’t fixed. But in trying to troubleshoot the problem and repair the boiler (and UNBEKNOWNST TO ME) the tech fried (shorted out) the control board.

The service tech didn’t tell me that but he did tell me that I needed a new control board and I was then presented with a bill in the amount of $536.55. Being disabled and out of work for almost 2 years, I didn’t have that kind of money and I had already spent $178 on the boiler for the emergency service call on 1/6/14. I was very upset that a boiler that was only used for 3 prior seasons need such an expensive repair. So I declined to have the repair done.

After the Sears tech left my home, I looked at the boiler and noticed that he never replaced the faceplate and left all the wires just dangling and disconnected. I thought that was very odd since that wasn’t the way he found it (I'll get back to that shortly). When I called Sears to complain about the situation, price of the repair and how I thought it was unfair, they said that the best they could do was offer me 50% off the total repair cost. It was a decent offer but my frustration grew as I didn’t think that a relatively new $4600 boiler should need such a major repair in just over 3 years.

In the meanwhile, I had to borrow electric heaters from friends and family just to keep the pipes in my house from freezing. Meanwhile the temperature IN my home never rose above 48 degrees. My wife and I had to walk around in our home like we were dressed for the weather outside. We ate dinner with GLOVES ON!

So while all this was happening, I reached out to friends and family via social media about my dilemma. It turns out that I had a friend who's brother-in-law worked for an HVAC company. As a favor to me, they came out to help. They immediately commented on why the boiler was left in the state it was in.

Asking why the faceplate and all the wires were hanging loose and disconnected. I informed them that a Sears service tech was out here to try and fix the problem and he left everything that way. I wont repeat what they said. Anyway, after reconnecting the wires to their original places the control board now had NO power at all.

It was completely dead, which is NOT the way it was prior to your tech arriving at my home. So they removed the control board and the back of it was BLACK, as if it was burnt. The HVAC guys placed an emergency order for a new control board to be overnighted to my home. They charged me $250 for the cost of the new board.

After installing the new board they realized that it wasn’t the board that was causing the boiler to malfunction, it was the "pilot ignition module". So I had to purchase a new Honeywell S8610U pilot ignition module for $178. They installed that and the boiler immediately starting working properly again!

So here is my issue with Sears.

When I called and and finally got to speak to my case manager Holly (after leaving FIVE voicemails) and informed her of the problem and asked how it could be rectified, she told me that there was NOTHING Sears would do because I had a 3rd party come in to make the repair. Now I was even MORE upset. Had their tech realized that it was the pilot ignition module and NOT the control board, then I wouldn't have had to pay $250 for the NEW control board that HE shorted out. So now Sears is taking NO RESPONSIBILITY for the $4600 boiler I purchased and THEIR service tech damaged while trying to repair it.

In addition to the above issue, I recently sent another email about my dissatisfaction and I was contacted on 2/3/14 and again on 2/6/14 by a woman named Crystal at the following phone # 888-266-4043. She assigned me a new case number which was XXXX136. Long story short, after she looked into the matter, she was told by the Sears service tech that came to my home that he found all the wires disconnected and that is why he left them that way. Which is total a fabrication!

Now, I'm not trying to get the tech in any trouble or disciplined. He was very kind when he was in my home, but that doesn’t diminish that fact that he fried the control board when he was here. He is covering his backside by saying that he found the boiler that way, thus taking that liability off of himself. I was told by Ms.

Crystal that the service tech's manager agreed and verified the tech's story.

So once again, Sears is taking NO responsibility for the initial problem, which was the "pilot ignition module" (which was never diagnosed and was a simple fix) or the fact that their tech complicated the matter by damaging the control board. So you can see my frustration because of the poor level of service I received and the inferior product they sold me.

Product or Service Mentioned: Sears Repair.

Monetary Loss: $475.

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 sucks.


Time for a lawyer. I would due for any and everything.

It was THEIR fault and they don't want to eat the cost. Good luck.

Sears Response


We thank you for posting about this matter. My name is Liz and I am a member of the Sears Cares Escalations team.

We apologize for the troubles you have encountered with your boiler. During times of severe weather and temperatures dropping below freezing, we truly understand the importance of having a functioning boiler in your home. We would like to ensure that your case manager receives your concerns.

Please send the following information – contact #, case#, screen name (Jazzg1), phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

@Sears Response

Liz, thank you for contacting me but I've already contacted "smadvisor@searshc.com" twice and I was assigned 2 cases numbers and BOTH times I was told nicely "too bad, there's nothing we can do". The Tech that misdiagnosed and fried the control board AND his manager said it wasnt him that caused the damage. Mind you, I am not looking to get anyone fired or in trouble, I just want Sears to take responsibility for the damage that was done and the HEADACHE I've had with this boiler since DAY ONE!