We had new heating/cooling installed through Sears (Carrier system) in April of this year. I come home today to find that my furnace is not longer working. It's in the teens here so it's freezing and my house is getting colder and colder. I call my handy-dandy (so-called) service center since I have 2 yrs. labor and parts and guess what they tell me? IT WILL BE AT LEAST 2 BUSINESS DAYS BEFORE THE CONTRACTOR GETS IN TOUCH WITH ME FOR REPAIRS. I'm sitting there beside myself and say "That won't work because it's freezing where I live and we need heat." She says "I'm sorry ma'am we don't have emergency service." *%#@!*^%$^#!!!!!!!!!!!!!!!!

So while we're getting cold I'm trying to get something documented that Sears is going to reimburse me for the local repairs that I'm going to have to have done. They're now telling me that maybe the contractor can get to it today (hardly, they are about 60mi. from here and he said they schedule their days 24 hr. in advance)and are supposed to call me back. I'm waiting on that info before I call someone here in town. We're getting c-o-l-d!

Is that ridiculous??!! I'm so ticked off I could spit nails!

By Brandy on Friday, December 2, 2005 - 01:49 pm:

That ticks me off too when stuff like this happens make sure you let them know you CANNOT be without heat because you Have a CHILD...

By Shellyg on Friday, December 2, 2005 - 01:56 pm:

Funny, I have a guy from Sears coming over tonight to give us an estimate on forced heating. I will keep you in mind!

By Reds9298 on Friday, December 2, 2005 - 02:01 pm:

Shellyg - they were so wonderful with the sales part, the financing, and the installers were great, too. Now this! I'm soooo mad! This system is only 6mths. old and was NOT cheap!

By Rayanne on Friday, December 2, 2005 - 02:17 pm:

This sort of the same, but in reverse.

Our A/C went out, and it was in the middle of the summer. It was so hot, and Rylee was only 8 months old at the time. Well, we told our A/C company about it, and they said that they would be out tomorrow, but as soon as I mentioned i had a baby, they were at my house in 3 hours.

By Heaventree on Friday, December 2, 2005 - 02:26 pm:

I think Ame had a major problem with Sears Service just recently, maybe she will see this post. Someone on that thread gave some good contact info to send a letter of complaint to. I think it was Karen, maybe Ginny, can't remember.

I would be on the phone with someone, no way I would wait 2 days!

Good luck!

By Andi on Friday, December 2, 2005 - 02:45 pm:

So sorry, what a bummer! I would also be very upset. Good thing you have a fire place, that will help a little won't it?

By Reds9298 on Friday, December 2, 2005 - 02:59 pm:

Yes, our fireplace is gas, so we can use that in the family room. I've been on the phone all afternoon...

By Reds9298 on Friday, December 2, 2005 - 03:00 pm:

And thanks Heaventree...I'll do a search and find that Sears complaint info. I remember it!

By Babysitbarb on Friday, December 2, 2005 - 03:05 pm:

I would be ticked. I have heard that if you tell them you have little kids or a baby then they make you first priorty.
We have been lucky the guy who put our furnace in has been good to us and he even came on thanksgivng day one year when our furnace wouldn't come on.

By Colette on Friday, December 2, 2005 - 04:30 pm:

Can you call Carrier and complain to them?

By Karen~moderator on Friday, December 2, 2005 - 05:06 pm:

I had AC problems recently, but it wasn't with Sears, it was due to the flooring installer. Who, BTW, DID give us a check for most of the initial repair bill, and for half of the replacement cost.

It's bad enough when you are hot and can't cool off, but there is no way you can NOT have heat when it gets that cold!

Play every card you can think of to get them out SOONER rather than later. And document all these calls you are making, with dates, times and names! If you have to pay someone else out of pocket to repair it, you should hopefully be able to recoup at least part of it! Good luck!

By Amecmom on Friday, December 2, 2005 - 05:29 pm:

I did have a major problem with them, but sadly, following up on my initial email complaint was not a priority and so, I never really got any satisfaction.
When you get them on the phone, see if they can get a manager for you and DON'T fall for the line about a Customer Relations phone number, because there isn't one. For sure, stress that you have a baby in the house. I can't believe they don't have emergency service when something like your heat is out in freezing weather.
Ame
Ame

By Ginny~moderator on Friday, December 2, 2005 - 05:58 pm:

Deanna, here's the link: http://www.momsview.com/discus/messages/41/39098.html#POST234628

And here's some phone/fax info:

3333 Beverly Rd.
BC-93A
Hoffman Estates , IL 60179
Phone: (847) 286-8411
Fax: 286-5918
www.sears.com

By Ginny~moderator on Friday, December 2, 2005 - 06:05 pm:

I suggest you write a letter, pretty much like your post but a bit "neater", go to your nearest office supply / stationary store, and fax it, addressed to the Sears CEO. Emphasize that you have a less than one year old child, and the reason you went through Sears in the first place and paid for the service contract was because you trusted Sears to be able to provide service if there was a problem with the heater, because of your daughter.

(You could add: I am a member of a 4,000 plus member internet board, whose members are mostly parents, and I have already posted about the lack of understanding in the non-response you received from Sears' service department this morning. I'd really like to be able to tell my internet friends that in the end, Sears came through for me.)

(This is why, even though it may cost a little more up front, I'd rather deal with local contractors who are well recommende to me by someone I trust, rather than use Sears or Home Depot or whoever for buying and installing really important stuff like heating systems and hot water heaters. I have had too many hassles the other way, and the initial savings is simply not worth the price. It's OK for a dishwasher or even a washing machine or dryer, but not heat or hot water.)

By Reds9298 on Friday, December 2, 2005 - 07:48 pm:

Thanks everyone...we're warm again! I finally found someone of importance who contacted the contractor directly. Once the contractor got a hold of me it was a piece of cake. Just going through Sears was the hassle. It was finally resolved around 6pm. BUT...if I had not been on the phone all afternoon grouching at everyone I spoke with, we would still be in the same situation. I'm going to write a letter Ginny, and thanks for the link and info!

By Ginny~moderator on Friday, December 2, 2005 - 08:28 pm:

Thanks for letting us know. I'm so glad. Persistence and an organized story/complaint will often work - particularly persistence in moving up the phone ladder until you find someone who is paid to actually make things happen and not just read from a cue card in response to a complaint.

I've found when I do phone complaints, one thing that seems to work is to say to the person who first answers my call - I know you didn't cause the problem, and you don't make the rules, but I have a problem and here is what it is. If you can't take care of this right away, please connect me to your supervisor or someone who can make things happen. I say this in as calm and courteous a voice as I can manage, and try to make sure the person understands I am not blaming her (usually a her), but I really need something to happen to fix the problem.

By Colette on Friday, December 2, 2005 - 08:48 pm:

I'd contact Carrier regardless and let them know what happened. They are a big name and probably have good customer service.

http://www.customerservice.carrier.com/details/1,,CLI1_DIV18_ETI564,00.html

By Dawnk777 on Saturday, December 3, 2005 - 01:39 am:

Good grief! I can't belive you had such a hassle! It's about 12 degrees outside my house right now and I can't imagine not having heat! DH would be on the phone screaming to someone, trust me! LOL!

Our heating/AC came from a local organization, though, so I'm sure they would be right out, if we had a problem.

By Ginny~moderator on Saturday, December 3, 2005 - 04:48 am:

It won't hurt to contact Carrier. I would definitely send a letter to the Sears CEO detailing what happened. Who knows, they might send you a gift card in apology. The letter should list when the system was installed, that you bought the service contract, summarize your various phone calls including date and time and if you know the name of the person you spoke with, include that or at least the department. Also include the service company conversation. Be sure to give credit to the guy who solved your problem.

End it with something like - I bought my heating/ac system through Sears because of your fine reputation, and got the service contract for the same reason. It is upsetting to know that if I had not persisted past (x number) of people and (x number) of phone calls until I reached Mr. So-and-so, I might have had to wait two business days to talk to the service company and another day or two for the repairs, in (x) degree weather and with a (age) child in the house. In all, I made (x number) of phone calls and spent (x) hours on the phone in my efforts to obtain service for my heating system. This is certainly NOT what I expected from Sears, and I am very disappointed. I will certainly think twice about going to Sears for my next major appliance purchase.

And send a copy of the letter to the Mr. So-and-so who solved your problem, and to the manager of the customer service department or service department you were calling at the store where you bought your system.

By Tunnia on Saturday, December 3, 2005 - 07:53 am:

What a hassle for you! I'm really glad that you were able to get heat again before the end of the day.

By Amecmom on Saturday, December 3, 2005 - 09:36 am:

Glad you are warm again!
Ame