Public Mediation

K.G. vs. Sears (Headquarters)

K. G. vs. Sears (Headquarters)
3333 Beverly Rd - B6-258B, Hoffman Estates, Illinois, 60179-0002, United States
Amount Involved: $7,801.22
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 6803211
    • Amount Involved: 7,801.22
    • Filed On: Apr 29, 2016
    • Posted On: May 10, 2016
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Problem with a product
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Statement of Claim
Complaints Involved (6) - View
Claimant says:
"I have a heat and cool pack with a warranty. It has been broken for a year. I have repeatedly requested service. I have had in excess of 12 service calls. I have been hung up on, transferred to nowhere promised call backs that never happened, transferred between departments, etc. Their technician and a private HVAC company that they contracted with told them it needed replaced. They have continued to pour money and parts into this unit. When I finally asked when did the LEMON issue come into play they referred me to the group that makes that decision. I was called and told to obtain an estimate and fax to them. Yesterday I received a call telling me that the estimate was not detailed enough so they sat down with all their info and costs and they had decided to make me their offer.
They would buy out my warranty contract for $ 3300. $2300 for the unit 3 ton 1.5 SEER, labor, a rain shield (not a part of my warranty) but because I had had so much trouble and since the cost was so close to $3300 they would round it up to that figure.
I told her that it was unacceptable and that I would get another estimate. I also told her that it was obvious to me that they were trying to blow me off. The unit they had installed 12 years ago had cost $3500.
In explaining to the new contractor my need for specificity I shared their offer. He was appalled said even if I could find a unit with a 1.5 SEER no reputable HVAC contractor would install. Told me the industry standard was 14 SEER.
I called back this morning and told the individual the information I had obtained. That my statement from yesterday was accurate and they need to understand that just because I had been patient and polite (and female) did not mean that I was a patsy . To make it clear that their level of hubris was the end. I faxed the new estimate and told her I expected this to be handled appropriately.
I have called the BBB in KY and was directed to report in IL.
That was a wash as they won't take a complaint over the phone insisted I use the website which will not allow you to file a complaint on anything over a year old.
I have also contacted the Secretary of States office of Consumer Protection to begin a complaint and am waiting on a call back.
If there is anything of that nature in IL I have been unable to locate"
...
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Additional Communication Between Claimant and Sears (Headquarters) Hide
  • May 04, 2016, () added:

  • Re: Karen Granger

    To Whom It May Concern

    We have completed the investigation of Ms. Granger/Graham’s complaint regarding a buyout of her maintenance agreement covering her home air conditioning system.
    April Stone, from our service contracts office spoke with Ms. Granger about the buyout offer. Ms. Granger provided a copy of the estimate she received to me to review. When I received the estimate, it was not itemized. We sent the estimate to our team that provides pricing on air conditioning buyout offers. After pricing a comparable system, we offered Ms. Granger $3300.00. Ms. Granger was not pleased with this offer and informed Ms. Stone that she was going to get a second estimate. The second estimate was received and it was not itemized as we had requested. It is important to note that we did provide pricing for a comparable 3.0 ton/15 SEER package system. The $3300.00 only provides for the replacement of the system and does NOT cover any accessories such as the rain shield, thermostat, wiring, ductwork and any ductwork needed to hook up the old unit. If Ms. Granger has any additional concerns, she can Ms. Stone at 336/888-5232. That said we have closed our file.
    We apologize to Ms. Granger and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
    Sincerely,
    Adam Churchin
    Regulatory Claims Specialist
    Sears Holdings Corporation
    Adam.Churchin@searshc.com

  • May 09, 2016, Claiming party added:

  • I would like a list of items you want listed on the estimate, so that I can ask the contractor to expand his estimate in an effort to meet your satisfaction. I find it very interesting how you worded your response. I would also like to know where you believe I will find at unit at 2300 you priced it at

  • May 10, 2016, Claiming party added:

  • I have called and left multiple messages for Miss Stone. She does not respond. If I read your response correctly you only intend to cover the unit not the labor? I also find it interesting that the figure you report is not the figure I was quoted by miss Stone.
    I have faxed an updated estimate as of today.
    The contractor is willing to work with me to satisfy your need. I have asked for direction but received none. I hope the current on be suffice

  • May 31, 2016, Claiming party added:

  • I provided a estimate that included the specifics Ms. Stone stated needed to be included. She left a message for me dated 05/16 stating she would be in her office till 5p that day. I was unable to call back on the 16th. I have called and left numerous messages for her since that time, including this am It has been two weeks and I have received NO call back from her. If she knew she was going to be unavailable for two weeks she should have had someone else follow up with me.
    It is 90*outside and in the upper 80's inside. I still have no air now more than a year after my first request for service.
    I find Sears business practices to be exceeding poor. I was a loyal customer for more than 40 years.

  • Jun 10, 2016, Claiming party added:

  • The HVAC contractor who had been working with me, now will not respond to my calls. The repeated requests for clarifications and implied attempts to pad the estimate evidently got old. I am now forced to begin again and find a contractor.
    I have said before that Sears is playing games, this is evident in this current situation.

  • Jun 16, 2016, Claiming party added:

  • I submitted a new estimate on Monday 06/13. The new contractor outlined everything very clearly. I requested that Ms. Stone call me. It is Thursday and I have not heard anything and as usual she doesn't answer her phone.
    The temp is in the upper 90's with heat index taking the temp into the 100* + temps. Yesterday there were feels like temps of 109 , 106, 113 surrounding where we live. I am absolutely amazed at the lack of concern from these people

  • Jun 20, 2016, Claiming party added:

  • It is now 20th, I have left several messages and still no response from Ms. Stone. I have just about completed the paperwork to lodge a complaint with the Consumer Complaint office in the Attorney Generals office in Frankfort, Ky. I will be sending it this afternoon.

What Claimant Wants Hide
1. provide the money to replace HVAC Jul 05, 2016 $3,674.05
2. you could cover the whole job Jul 05, 2016 $4,127.17
Cash total : $7,801.22
  • 0
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Respondent's Counteroffer

There has been no response to this claim from Sears (Headquarters). This claim will remain posted until resolved
Offer History
Apr 29, 2016
Claimant's Terms of Settlement to Sears (Headquarters)
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