Chereen Henderson
4914 Parrish Street
Philadelphia, Pa. 19139-1720
215-879-4246 Home
216-357-8952 Cell
215-662-9300 Work
[email protected]

RE: Sears Home Improvement Co:

To whom it may concern:

This is a note to follow up on the repair to my central air system in September of 2010. I have spoken to many people regarding the unsatisfactory service performed on my central air unit by one of your technicians. I have been a loyal customer of Sears Home Improvement for over 12 years, and have never had such a negative experience as I did with the repair service done this past September. Sear’s has always been there when anything broke and if it could not be fixed, a replacement was delivered promptly to my front door. I am very displeased with the technician that came to my home last September to repair my central air unit. He hit the unit with a hammer several times, and then stated that it needed a new motor. He also informed me that the specific part needed to be ordered and would take a week to be delivered. After the technician had left my home, I went out to look at the system to see what he had done. I noticed that the whole system was split in half. I don’t know if it came from him hitting the unit with a hammer, and all the banging I had heard that day or not, but the unit was not damaged prior. When the tech returned to put the new motor in, I questioned him about the damaged condition of the system after he had left the week before. He told me that the screws were tight and the hitting and banging was just to loosen them, but could not answer to whether he was responsible for the damage or not. Before leaving, the technician came to tell me that I now needed an entirely new unit. When he left, I found two motors in my side yard, brand new in their boxes. I would like to know if the system ever really needed a new motor, and which motor as the correct one? Sears later sent a second technician out to look at the system so that an order could be placed for the entirely new central air unit.
Sears called a few days later and told me that the unit itself as paid for, but I was responsible for the cost of installation. I was told that the cost of installation, labor and upgraded materials would cost me $942.00. I would like to know why I am being held responsible for the cost of an installation, when the original unit was not damaged and only needed a new motor. The central air unit was not damaged until after the Sear’s technician came to repair the unit. I made the first phone call to your company after I was given the estimated cost of the unit replacement. I spoke to several individuals including a case manager by the name Daquion, and as of yet nothing has been done to resolve the issue. I recently found out that my case was closed. I would like to know why my case was closed, when no intervention was taken to resolve the issue. I have also paid for a warranty, yet I am still responsible for the extravagant cost of the replacement unit.
The summer is back, I have children and it is very hot without air conditioning. I have four neighbors, three house guests, and six family members that are writing statements of what they had heard that day, and that the unit was not split in half before the technician came to my home. I am asking that this matter be resolved as soon as possible. In addition, I have continued to pay each month for a warranty covering an air-conditioning unit that I am unable to use. This money in total is much more than the cost of “installation” for the new unit. I am prepared to contact legal representation if necessary. I thank you for your time and patience.

Sincerely,


Chereen Henderson