Sears Repair
Complaint 64118 Details

I have an equipment protection agreement with Sears for the Air conditioning, heating, fridge, stove, Dishwasher and Microwave in my house. Th furniace broke down on Friday January 20, 2011. We called SEARS for help.

After an extended telephone call we were promised repair service on THursday January 25. We informed SEARS that the furnace was not producing any hot air and that we suspected the problem to be with either the fan or the fan motor and that the technician should come prepared to handle. As happened before we were worried that the technician will show up unprepared and tell us that the necessary part will be ordered and installed when delivered.

This malfunction coincided with the coldest weather Northern Virginia has yet seen this year involving snow, some sleet and freezing rain. We appealed to SEARS, almost on a daily basis that hey should treat our request with some urgency. Nothing happened.

The technicain showed up today, diagnosed the problem to be with the fan motor, and as we feared all along and despite all of our six-day warnings, he did not have the part. I informed him that I called United Refrigeration in Alexandria, VA 22301. TEL: 703 519 5700 and asked if they had the motor for our furnace (Part #11728290, which they did. We asked the technician if SEARS could arrange for its purchase and installation. This was not acceptable and I was later on informed by a supervisor from SEARS that our "urgent" repairs would not be met before Monday the 30th.

As my family has already suffered enough and can not wait that long I shall now arrange for speadier repair of the furnace and will ask SEARS to shoulder the cost. I believe I am within my rights to do so, and will not be breaking the terms of the Protection Agreement. SEARS did.

PLEASE ADVISE. Thank you.

Mohamed Omar
(Personal Information Removed)