I purchased a kenmore water heater from Sears in Kokomo, Indiana. The plumber called me the day before and said he would be out at 5pm next day. He made a big deal of installing the water heater, like no room for it and it fit perfectly. He was messing with the pipe that went to water spicket outside, had nothing to do with water heater. He asked where my outside spicket was and I told him just outside the wall he was facing. He went outside and grabbed the water faucet, twisting it and then turned my water up full force, he didn't shut it off, it ran for 6 hrs straight. I didn't know he left it on. I am concerned about my safety about how he hooked up the heater and water lines inside home and a huge water bill, I live alone and water bill seldom over 14.00. No telling what my bill will be because of his neglegence. I called sears 3 or 4 times and was disconnected 3 times, I heard a loud noise and was concerned it was the water heater but it was the water that was turned up full force. No one cared! No one called me back. I called back two other times...said they would get in touch with me within 24 hrs. and nothing done yet. I have been a good customer of Sears for a long time. My daughter worked at Sears for years. I pd. alot for the heater and install and should not have been vandalized as I was done and Ifeel some responsibility needs to be addressed and if not soon I will be contacting my lawyer, at your expense. I will hire a plumber to ck. things out and send you the water bill. Sears has never done this to me before. Pls. make this right, soon! Thks. Barbara Boggs, 5211 Wea Dr., Kokomo, Indiana P.S. My water ran full force for 6 hours! and What reason did he have for messing with my water hydrant? He was very rude!

I had service scheduled yesterday for our water heater, between 8am - 12pm. I never heard from anyone, and when I called at 11:45, I was told that they canceled us because they were overbooked. I was very upset that no one called us, although I'm told they left us a voicemail, which did not happen. I had the phone with me all day. It never rang and there was never a missed call, yet they insist I'm somehow mistaken. They will not do more than "note our account" about this issue.

After canceling on us without notifying us, they cannot get someone else out until thursday morning, July 8, another two days, because they say they're already overbooked for Wednesday. Apparently it's standard practice to overbook.

The only thing they offered as compensation for this inconvenience was a free consultation to upgrade our kitchen. All we want is for them to waive or at least provide a discount on the service we actually WANT from them. If we ever upgrade our kitchen, it will certainly not be through Sears. Not after this experience.

Never buy from Sears! I bought a Kenmore Gas water heater a year ago and last week the tank broke flooding our basement. After several hours of calls to the stellar Sears customer service center, they finally agreed to send someone out and verify the heater was bad? It wasn't that difficult for my 8 year old to confirm that water was pouring from the bottom of the unit! After 2 minutes the outstanding service man confirmed it was bad, and then handed me a bill for $200. It then took them 3 days to replace the bad unit, which cost me $35 dollars. So after this I have spent an additional $3000 to fix the damage caused by the flood in my basement! I have always purchased appliances from Sears, but will never do it again in the future. They don't care about their custmers, and their 24 hour service department is run by a bunch of idiots. Take down the Sears sign and call it what it is...Kmart!!!

December 27, 2007

Sears Corporate Offices
3333 Beverly Rd.
Hoffman Estate, Ill 60179
Tel: 847-286-2500

Kenmore Power Miser 9 Gas Water Heater
Phone of purchaser: 937-429-0172
Model: 153337562
Serial: 400307538



Dear Supervisor,

This is a follow-up letter to my December 8, 2007 (copy enclosed) that I sent you certified mail and you received on December 14, 2007. For the record, one of your employees at the above number refused to give me a supervisor’s name today at 1:30pm because “they all were in a meeting.” No problem, I sent this letter certified to you as well as copies of voicemail messages by Sears Repairs and Complaints employees, and a copy of my 12/8/07 letter to you.

Enclosed is an authentic CD recording copy of a message left by Dave (440-258-5369), a Sears Repair Installer at 7:46am on December 8, 2007 who reports, “…I am scheduled to come out and repair your water heater today...”

Dave never showed, so I paid for a new water heater and installation from one of Sears’s competitors and sent you the bill for reimbursement of $625. Furthermore, Sears Repairs employees created confusion by having me engage in numerous contradictory reports in effort to avert Sears Repair staff from honoring Sears Warrantee on the Kenmore Power Miser 9 Gas Water Heater (as outlined in my 12/8/07 letter to you).

Enclosed is an authentic CD recording copy of Chris (407-712-1051) from Sears Credit Complaints at 6:34PM on December 18, 2007, who reports that the above water heater is under Warrantee for a replacement, but not for installation. Chris further states, “…Since you chose to go with somebody else, installation and the unit will NOT be reimbursed by us…you can have them process you a replacement water heater…as a back-up…”

FIRST, SEARS REPAIRS STAFF (DAVE) DID NOT SHOW AS PROMISED. SEARS (CINDY) PROMISED SHE WOULD SEND AN INSTALLER OUT SEVERAL DAYS LATER AFTER I PAID IN FULL FOR A SERVICE THAT DID NOT OCCUR THE FIRST TIME AS PROMISED (12/8/07). I HAD NO CHOICE BUT TO HIRE SOMEBODY ELSE FOR REPLACEMENT AND INSTALLATION OF MY WATER HEATER THAT WOULD KEEP THEIR PROMISE. So, I hired American Plumbing who installed a new Rheem Guardian Water Heater and kept their promise by showing up and doing quality work. Second, I do not need a back-up water heater; I needed the work done as promised on December 8, 2007 by Dave from Sears Repairs that never occurred.

My evidence is compelling and I am clear that Sears Repairs is unreasonable, unreliable, and has no intention of honoring its warrantee. I have forwarded copies of my 12/8/07 letter, this letter, and a CD recording of said phone call messages from Sears to the Better Business Bureau, Carl Monday, I-Team Reporter at Channel 19, a posting on Utube, as well as numerous website complaint services. Furthermore, I am giving away all my Sears products in my home for free to low-income families that promise not to use Sears Repairs or purchase Sears products. I hereby request that Sears donate my replacement water heater to a low-income family and send me a copy of the delivery order for verification and I’ll pay American Plumbing for the install work.



Sincerely,



Christopher Cuda

Cc: BBB
Carl Monday
Utube
Consumeraffairs.com
Paul Wolf