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Marc B vs. Sears Carpet And Air Duct Cleaning (Lorton, Va)

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M. B. vs. Sears Carpet And Air Duct Cleaning (Lorton, Va)
8922 Telegraph Rd, Lorton, Virginia, 22079-1526, United States
Amount Involved: $1,350.00
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Statement of Claim
Complaints Involved (6) - View
"On March 10th I paid $2,910 for Sears HVAC and Carpet Cleaning in Lorton, VA to clean my furnace and airducts.  Yes, that's right, $2,910.  I paid this because my son suffers with allergies and asthma. When I got home my system was not cleaned and to make matters worse, they dented my hotwater tank.  It will cost me $1,150 to replace my tank.  On March 18th Sears came back to my house, to re-clean the system, so I had to take a day off from work.  Keep in mind they came back because Discover held back their payment.  I tried to negotiate with Sears' Representative (her name is Ikea). Ikea was rude to say the least. The company had the audacity to offer settlement for less than what it will cost to replace my hotwater heater.  They offered me $873 and basically told me to take it or leave it.  The technician's name who came to my house is Bernard.  Don't trust him.  He talks a good game but does not deliver.  All in all, very poor customer service.  I even took my claim to Sears' corporate office and I'm still waiting for a letter from the company's Executive VP.  Thanks Sears for your great customer disservice. "
...
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Claimant timeline (7) - Hide
  • 03-10-2017 — Sears Carpet Cleaning and HVAC came to initially clean system
  • 03-10-2017 — After length discussion with technician Bernard, I authorized himt to clean system
  • 03-10-2017 — After arriving home, my wife told me the bill was $2,910. I was shocked. I thought he said it would be $600-900.
  • 03-10-2017 — I went into basement to review the cleaning. Unfortunately the system was not cleaned and my hotwater heater was damaged. I called Sears but no one answered.
  • 03-16-2017 — Sears did not return my calls until I disputed the charge with Discover.
  • 03-18-2017 — A new Sears Technician came to my house and verified that my system was not cleaned. Blower was dirty and the ducts. The technician spent 3-4 hours at my house.
  • 04-10-2017 — Sears has refused to reimburse me for my water heater. Also, Sears did not provide me with 2 filters I paid for.
What Claimant Wants Hide
1. Pay me for my time: 5 hours $ 40 May 27, 2017 $200.00
2. Water Heater May 27, 2017 $1,150.00
3. Other – Pay for claim posting cost May 27, 2017 $14.99
Just make me happy!
Claimant invites Sears Carpet And Air Duct Cleaning (Lorton, Va) to make a fair offer to resolve this complaint.
Cash total : $1,364.99
  • -1
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
commented
(Comment):
"Sears will reimburse $1,150 for replacement of the tank. Sears will pay $8, approximately half of the claim posting cost. In total, Sears will pay $1,158. The claimant agree that the system was cleaned after the second attempt and will give up claim on that. The claimant will not disclose the resolution to anyone outside of family (agree the non-disclosure agreement regarding the resolution), and will not make any negative comment on Sears online."
 (7 years ago)
Reply
Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the Terms

    ""

  • "This business is a franchise licensed under Sears Home Services and as such, operates independently. It was this business's decision to offer the $873.00 referenced and that amount is unchanged. They indicated that a dent in the water heater did not impede it from doing its primary function and they felt the offer they made was already very generous under the circumstances."

This claim will remain posted until resolved.

  • 1
Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
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  • Question: by Jim Wicks (1782 points) — Former Atip Intern, Occasional Contributor And Moderator
    • On: 07-14-2017
    View more

  • To the claimant: You filed this claim a couple of months ago.  Any progress?

    Has there been further commnunication between you and  Sears Carpet & Air Duct Cleaning in Lorton?  Did Sears corporate office respond?  If so, what did they (either party) say?

    Does your water heater still function normally as claimed by Sears-Lorton?  Are you still using it?  If so, can you attach a photo of the damaged area?

    Thanks, would like to help you get this resolved.  
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