My 77 year old mother purchased an electric furnace heat pump from Sears. It was installed 9-9-10.
It stopped working and she got a $350 electric bill. She called for service and when the technician got there he told her it would be $1,600 to fix it because she doesn't have a warranty. She pulled out all of her paperwork from the time of purchase and found the warranty that states she has a 10 year warranty. I have been on the phone, on the website, and emailing back and forth with several Sears "customer service" people.
They will not admit the mistake in their system and continue to insist that she does not have a warranty, when we have paperwork stating otherwise. I have been fighting with them since February 10, 2017 trying to get this resolved. My mother is too upset to deal with them. Every day that they waste not honoring the warranty is costing her more money.
She is on a fixed income and cannot afford for them to be playing around like this. This is absolutely the worst I have ever dealt with! I remember a time when Sears used to care about their customers, and doing the right thing. That is certainly not the case now!
I even tried contacting corporate, no response.
I feel we have no choice but to file a lawsuit against them. And if we have to do that, she will be asking for a lot more than just parts!
Product or Service Mentioned: Kenmore Heat Pump.
Reason of review: Warranty issue.
Monetary Loss: $2000.
Preferred solution: Fix the furnace and honor the warranty.
Sears Cons: Bad customer service, Will not honor warranty, Given the run around over and over.