Our A/C went out while we were on vacation. I called on July 4 when I found out it wasn't working. Originally I was given an appointment for July 10, but was able to reschedule when an earlier date became available. Michael was here at 8:01 and fixed it within a few minutes. COOL AIR AGAIN!

July 6, 2023

Helpful Review 0

Syl Christensen

If I could give zero stars, I would.

Please, for the love of everything that's good, do NOT purchase your AC unit from Sears. We have been living a nightmare for the past week. We purchased a brand-new top-of-the-line unit from them last year. We were hesitant because of things we know about Sears and their business struggles, however our salesman promised us the moon and the starts. The unit we purchased was their most expensive one because I am very mold sensitive. They gave us a warranty and a decent maintenance plan that was included. It has broken twice, in less than a year.

We were having some error messages last week and had the maintenance person check on them. He told us the blower was broken and told us to shut off the unit until it could be repaired. This was on a Friday, and Sears would not send anyone to fix it that day. So this means, we had to wait until Monday. A whole weekend with no AC in the Florida heat. We wait patiently until Monday. Monday comes around, and no one shows up. We find out around 2pm that no one would be coming because the repair man was sick, and they only have ONE PERSON that can do warranty repairs in all of Tampa! I would not have purchased if we knew about this. We were told there would be plenty of options and that was a lie

So, they reschedule us for Wednesday. This now makes 6 days of no AC, in 90 degree Florida heat, with kids and pets. Wednesday comes around, and they cancel the appointment and don't give us any explanation. Unreal. By the way, running fans in the house only circulate warm air. It's dreadful. Makes for no sleep, and it's even hard to shower and get ready for work because it's so hot.

During all of this, we have been calling multiple phone numbers. We have tried calling the sales person, who won't pick up or call back, we have tried calling just about every Sears office we can find. No one will pick up or call back. I even tried reaching out via Twitter, asking for a manager to call us, and they told me it would take 48-72 hours. It's no wonder they are tanking in business. The customer service is just atrocious.

They told us Wednesday we would be on top of the priority list, and we would be first in line to be fixed today, Thursday. We have a link to track the repair man. It says there are multiple stops before us and our wait time keeps getting pushed back more and more.

We have tried everything. I hate leaving reviews like this, but I have no choice. I don't want ANYONE to go through this. Spending the amount of money we did, and to get treated this way, is just awful. You just don't mess around with people's living conditions with no explanation and piss poor support. We have missed work and have rearranged our schedules now three days now, for nothing.

It doesn't make it any better that Sears just won't pick up the dang phone and speak to us like customers they value. Instead, they keep ignoring the situation, only making it worse.

At one point, we asked if we can just pick another contracting company for the repair and send them the bill, but they said no. One service person for all of Tampa for warranty work. Remember that folks. So if they are sick or traveling, you are stuck with zero support.