I first of all bought a Furnance (heating and cooling for over 5, 000. The first week of having it, it went out, several times, it had to be repaired the first month. The Sears company refused to give me another one even though it was requested several times. I was told by the sales person that as long as I had insurance their obligation was to continue to repair it. I paid too much to have to conitnue to repair it every year sometimes twice a year. The service each time is terrible. They sometimes go to the wrong house or pretend that they called us and we were not home, or send a technician out who does not know what he is doing. They always have to order a part, which makes the wait even longer for repairs and that cause problems within our home. During this summer, when the air went out we had to spend a week in a hotel due to me having a disabled child and he needing accomodations. When I explained that to Sears, all they said was, I'm sorry." The technician nor the company do not seem to have any care for the family. When the part came in, it was the wrong part and they had to order another one putting us back in the hotel for a few more days. No one reimbursed us or tried to make the repairs any faster. We even had a technician to come to our house when he was suppose to for the repair and after being there for 5 minutes he stated he got a call from his supervisor asking him to go to another residence out of town for service (What about US?). Just like if that was an emergency then we should be allowed to have that special treatment due to us having children and one disabled, but no one seem to care about us and our problems. If you check our record you should be able to see how many repairs we have had and the length of time it took each repair if they put it down in the system accurate. The reason why I am making this complaint today is because I am fed up with the rude people people from Sears that I talk to on the phone about the repairs and how they don't care, and how that make the repair date so far in the next week and seem to say they can't help it even though this is an emergency. It is in the 50 degree in Shreveport, Louisiana this week and the heating unit went out Christmas Eve. I called but was told that the office was closed and that I had to call back on Saturday. Once again we are suffering in the cold, going out borrowing electric heaters from neighbors trying to say warm. We spent most of our Christmas at other people houses, couldn"t enjoy it at our own house due to the cold. Today is Saturday, so I got up early this morning in the cold calling the repair service at Sears, the young lady that I finally got a chance to talk to gave me a date of Wednesday for the repair. I pleaded with her for an earlier date due the time we had already gone without heat and the days we will have to suffer until Wednesday. All she could say is "I'm sorry, but this the best I can do." I told her about my children and my disabled child, she again said, "I'm sorry, but there are no other slots until Wednesday. This unit was supposed to be repaired only about two months previously and a new part was ordered, but its not working again. We need a new unit and better service. Can someone there help us? We are tried of being in the cold in the winter and being hot in the summer. I wish you all could have more compassion for the customer and help us in our need, not when its convenient for you all. You all need to hire more staff who are competent and willing to provide a great service for the customer. We are not asking much. All we want is a good working unit and we got a lemon that has to be repaired twice a year and sometimes more. All we want is to be able to live comfortable in our house and enjoy heating and cooling like you people are enjoying. I'm sure all of you had a warm, cozy Christmas this year. While we were freezing and had to go and be a bother(this is how I felt) to other people during their Christmas. Please help us to have some heat before Wednesday of next week. Thanks in advance. The young lady that I talked to at the repair center after taking my repair order just hung up the phone once she gave me that date of Wednesday, I guess she got tried of me pleading for an earlier date for repair. That was very rude. I probably will be writing back after Wednesday because the repair will not be done due to them going to have to order another part. Why don't you all just send someone out first and just check it and then order the parts, then put a rush on the order. Every time it takes about 4 days to a week before the order is back. Try to do something different. Help us.<br />
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Janice H. Bradford<br />
1105 Saxon Place<br />
Shreveport, Louisiana<br />
71107<br />
318-227-2437<br />
[email protected]