Complaint Rating:

Company information:
Sears
Ventura, California
United States

We called Sears on 11/25 at 6pm to let them know our water heater had burst and we needed a new one. They sent out a Technician at 8:30 am the next day who looked at the water heater and said, yeah, you need a new one. Someone will call you in an hour to schedule the appointment. No one called. 4 days and at least 25 calls later, we still have not gotten the water heater. My poor mother has arthritis in her knees and her only relief is sitting in a hot bath, but we have a special tub with a side door so she can get in, and it requires that you are in with the door closed before running the water. This eliminates the possibility of boiling water (like the rest of us have done), because she could get scalded. This is now 11/29 - after the appliance dept manager said he could assure us the water heater would be delivered / installed today, we were contacted by the contractor - Fast (ha!) Water Heater - and were told that they did not have enough installers to do the job today and we would get it on Monday, 12/1 - then the installer himself called to say the store did not have the one we needed ready until 12/2, so he would be out on Tuesday, 12/2 between 1 and 3 to install it. When advised of our situation, he said its not a unique one, that he has known of people that have waited 2-3 weeks for a water heater, so 4-5 days is nothing. Such a casual attitude!! My mom has done business with Sears for over 40 years and has always had the "Maintenance Agreement" Problem is, the sales and service are so bad, it makes the protection plan useless! I cancelled mine today and will do business with other companies that at least try to act like they care about their customers.