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END OF NOVEMBER 2012 NOTICED HOT WATER HEATER LEAKING.ORDERED WATER HEATER FROM SEARS SPECIFYING LIVE IN MOBILE HOME IN CA.WRONG ONE DELIVERED.PLUMBER CALLED INSTALLATION CENTER AND GAVE THEM CORRECT SIZE.

WAITED FOR INSTALLATION TO BE SET UP.AFTER A WEEK AND NO CALL,FOUND OUT THROUGH CALL CENTER ORDER HAD BEEN CLOSED. HAD TO CANCEL FIRST ORDER AND REORDER ANOTHER ONE. NO WORD FROM INSTALLATION OR SEARS.NEXT ONE DELIVERED AFTER MANY CALLS, SPEAKING TO ASSISTANT MANAGER AT OAKRIDGE STORE, WAS JAN.12 2013. WRONG SIZE AGAIN.WENT INTO STORE TO ORDER ONE WITH THE AID OF SALESMAN PLUMBER HAD TALKED TO DAY BEFORE.

GOT A CALL MIDDLE OF NEXT WEEK, WRONG ONE ORDERED SO IT WOULD BE ANOTHER WEEK. FOURTH ONE BROUGHT OUT BUT BLACK MOLD WAS NOW PRESENT SO HOT WATER HEATER COULD NOT BE INSTALLED. HAD TO GET MOLD ESTIMATES. $3500-3700, NOT COVERED BY INS SINCE IT WAS A LEAK.

ALSO HAD WATER DAMAGE IN MY BEDROOM AND CLOSET FROM ADJOINING WATER HEATER AREA. GAVE ASSISTANT STORE MANAGER ESTIMATE,DOCUMENTATION RE MOLD BEING PRESENT BY PLUMBER WHICH WAS NOT THERE BEFORE. SPOKE TO STORE MANAGER BRUCE AND HE SAID IT WOULD BE TURNED OVER TO INS.CO.SEDGWICK. HE SAID TO ME IN ONE PHONE CALL" I DON'T UNDERSTAND HOW THE WRONG MODEL COULD HAVE BEEN ORDERED 3 TIMES, THERE ARE ONLY TWO MODELS THAT FIT IN A MOBILE HOME." WAITED ON SEDGWICK FOR ABOUT 3 1/2 WEEKS TO RESPOND.

IN THE MEANTIME WE HAVE FINALLY LOST HOT WATER AND SO WE HAD TO HEAT UP DISHES, WASH OURSELVES AND HAIR. AS OF TODAY IT HAS BEEN 9 WEEKS. SEDGWICK TOOK A STATEMENT FROM ME BUT NEVER SENT ANYONE OUT TO CHECK THE DAMAGE. THEY DENIED THE CLAIM FOR PRE EXISTING AND SAID THE WATER SHOULD HAVE BEEN TURNED OFF TO PREVENT ANY DAMAGE.

MY POINTS ARE THIS: 1. IF THE CORRECT WATER HEATER HAD BEEN DELIVERED THE FIRST TIME, THERE WOULD NOT HAVE BEEN A PROBLEM. WHY SHOULD THE WATER BE TURNED OFF(WHICH WAS ONLY THE HOT WATER)IF THE CORRECT WATER HEATER HAD BEEN ORDERED IT WOULD HAVE BEEN TURNED OFF ONLY THAT DAY THE NEW ONE WAS INSTALLED. 2.MY EXPECTATIONS WERE THAT SEARS WOULD CORRECT THEIR MISTAKE AND A SECOND CORRECT SIZED ONE WOULD HAVE BEEN DELIVERED IN A WEEK OR SO.

BUT NO, HAD TO WAIT ANOTHER 3 WKS FOR THE WRONG ONE AGAIN.

I TOO COME FROM A SEARS FAMILY, MY FATHER WORKED FOR SEARS FOR 25 YRS, I WORKED FOR SEARS WHEN PREGNANT WITH FIRST CHILD AND THAT CHILD WORKED FOR SEARS ALSO. WE HAVE ALWAYS HAD GREAT CUSTOMER SERVICE UNTIL THIS WATER HEATER DEBACLE. I JUST WANT CLEAN AIR AND HOT WATER BACK.

I DON'T WANT MY PETS GETTING SICK OR MYSELF BECAUSE OF THE MOLD. SEARS SCREWED UP AND WON'T STEP UP.

I EMAILED THE DISTRICT MANAGER WITH NO RESPONSE OF ANY KIND.I HAVE CONTACTED A CONSUMER ADVOCATE MEDIA GROUP, AN ATTORNEY AND HAVE SOME OTHER OPTIONS BUT I AM HOPING SEARS DOES NOT WANT THIS TO BE AN UGLY STORY ABOUT SCREWING OVER A FORMER LOYAL EMPLOYEE AND FAMILY BUT MAYBE THAT IS WHAT NEEDS TO HAPPEN.

Review about: Sears Installation.

Monetary Loss: $7500.

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Anonymous
Piscataway Township, New Jersey, United States #749027

I hope you sue the pants off of them.

SearsCares
#647325
Sears Response

Dear wildflame,

Hello, my name is Trent and I am a member of the Sears Cares Team. We are sorry to hear of the hardships you have experienced with the leak of your water heater. We would be happy to connect you with a dedicated case manager to discuss the matter. At your earliest convenience please send the following information – contact #, phone # used at time of purchase, and screen name that I have assigned to reference your post (wildflame), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Trent A.

Social Media Moderator

Sears Social Media Support

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