Sears salesman came out to our house, did an evaluation and sold us a Propane furnace and Electric AC unit and scheduled an installation time. The contractors that were sent left (2) 2 ft x 1 ft holes where old return vents were, cut registers in wrong rooms, and stepped through the ceiling. Within 2 weeks we were having problems. We found a HUGE water stain underneath where the furnace/blower was up in the attic and the AC not turning on at all. The contractors were sent back out and fixed it (blamed it on us for not changing the filter even though it had only been on 2 weeks). Within a week we had another water stain in the same place. They fixed it. Next day ANOTHER Water stain and more workers to fix it. This has been going on/off for last 6 months.
The other night we came home and the AC/furnace not working AGAIN. The contractors came back out and said that the furnace was set up for natural gas and not propane and it burnt out a switch and "shut off" the whole system. They converted it to propane and its working for the moment. The contractors say that Sears didn't tell them that we were on propane. We had been using the furnace on the wrong fuel source for over 6 months! In the 6 months we've had the system there have been over 9 problems and I've had to call them over 25 times.They put out entire family and home at risk with installing the furnace for the wrong fuel type. The safeties that are in the furnace didn't stop it from being used. This is a major fire hazard and we are lucky our house and family wasn't injured and damaged.
Sears finally agreed to a HVAC tech coming out but wont agree to pay for anything until they have a bill and speak to that tech. They refuse to discount the furnace/ac because it's "working right now". Nothing to make up for the 6 months of rearranging schedules, broken ac/furnace, frustration, 25+ phone calls, 9 service calls to fix it. That in the 6 months we've had the system we have had problems EVERY SINGLE MONTH! Their defense was that whenever we call to have them come fix it is that they sent someone. (Its under manufacturer warranty, Sear's warranty and we bought a 2 year protection plan with them --so they have no choice to come out and fix it)
My husband and I paid out of pocket for a licensed HVAC technician (not Sears affiliated) to come out and make sure it was working properly - we were afraid to use it.
After paying that much for something I had expected better quality and service and not constant inconveniences and frustrations for the last 6 months. I don't feel they advertised their services correctly or their product. I spent $12K for something that I had expected to last and work for years, and it hasn't even worked properly for 1 month without issues. We asked that the price be discounted to a more reasonable amount for the inconveniences and problems as well as the gross negligence and irresponsible carelessness of not installing it correctly which put my family and property at risk. They came back with a measly 5% discount ($600) which is what they apparently believe our family's safety and property are worth.
Product or Service Mentioned: Sears Installation.
Monetary Loss: $12000.