Norwich, Connecticut
Not resolved

We purchased a Dunkirk oil steam boiler from Sears in the spring of 2008. The first night it kicked on in the fall, the burner died. We had "Master Protection," but they won't come in the middle of the night to fix it, so we had to pay about $300 to have it replaced by our oil company. After several three years with several other malfunctions, the low water shut-off failed and ran the boiler dry until it cracked. The "Master Protection" was still in effect, but it took us 18 days without heat or hot water to get Sears to come in and replace the unit. They had to have two different companies come in a week apart from each other to verify that it was cracked. It wasn't just the time and discomfort, but the dozens of hours I spent on the phone never getting a straight answer out of anyone... subcontractors lying to me, care people lying to me.

About 18 months after the full system replacement, we just had another crack in the boiler. This time, there doesn't appear to be any reason. We are now into five weeks without heat or hot water. No one there knows what they are doing. I am pretty sure they draw it out to get you to pay for a replacement yourself and count on people not suing them. It is a giant scam! They agree that they are responsible and will replace it, but after four weeks, it finally reached the local office that schedules installation. I spoke with the manager and voiced my frustration with the pace of the project and the general incompetence I had encountered. He said, "This is the first I have heard of this. Eva Catone will order the unit tomorrow." (My lawyer and I had been in contact with his office for about a week up to that point, leaving him several messages). I spoke with Eva the next day, and she said she had ordered the unit and would tell me when they could install the unit by the end of the day. When I called at the end of the day, she said that she was still looking for a boiler and that she would tell me by the afternoon on the next day. I called her on the next day, and she said they needed to size the boiler before ordering it, and they would send someone on the next Tuesday.

I don't know if they are trying to wait us out until we just pay for the boiler ourselves, or if they don't actually do any work or what, but the entire Sears organization has truly been exceptional in its ineptitude.

Product or Service Mentioned: Sears Installation.

Monetary Loss: $8000.

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