Purchased a complete HVAC system from Sears in Whitby Ontario in 2011. Kenmore Furnace and A/C plus a hot water service. The furnace / AC has a 10 year parts and labour coverage.. In February 2014 the furnace stopped working and the thermostat seemed to be the problem. So, had Direct Energy come to install a new one. The service rep. opened the furnace to discover that the inside was wet (not damp...dripping wet) and covered in rust. It appears the vent pipe was installed incorrectly allowing water to flow backwards into the furnace. He then started to inspect the system to discover the outside vent and air intake were installed within 4" of each other....suppose to be separated by minimum 12" . Also, discovered there were small gas leaks at 2 unions and the line to the gas meter wasn't up to code and should have been corrected before the furnace was installed by Sears installation people. He then red tag my system and turned off the gas....said he had to but I should call Sears and they would fix everything. That was mid day on a Friday. I called Sears customers service, explained the urgency of the situation as I had NO heat with forecast -15C that night. The girl on the phone couldn't have been less helpful..."the company that does our installation and service has gone bankrupt and there is nothing we can do to help you....perhaps you can call Price Waterhouse who are handling the bankruptcy...have a nice day". I'm a retired senior citizen and this is the what I am left with from Sears..."have a nice day". From that point on...to-day is Tuesday and still no heat....Sears has done nothing to fix the problem and keeps passing the blame. The company that bankrupt wasn't even in existence when I bought my furnace..I bought it from Sears, not a private contractor. I'm going to have to pay for all the repairs myself. Absolutely unbelievable. I expected so much more from Sears. Needless to say I will never buy anything from Sears...ever! Steer clear of Sears...they aren't the company you thought they were and who I trusted. Money will fix this problem...I am most distressed by their complete lack of care or concern. This was , and still is, a dangerous situation and they acted no better than a fly by night operating working out of the back of their truck. I expected better from Sears and I am so terribly disappointed in the direction this company has chosen to follow. Beware !
- Approximate cost of services:
- $8,500.00