Sears Heating & Air Conditioning

Sears installed our new high energy furnace in 2010 to replace our old furnace that was no longer approved to code. The new furnace required new vent pipes to meet the code brought in in 2007 (three years prior to installation). They installed new code standard vent pipe for the first three feet and then joined it on to the old pipe and then installed a piece of pipe on the outside to make it look as if the whole length of the pipe had been replaced. The old pipe is subject to cracking and leaking carbon monoxide (it is intended for plumbing and not hot gas venting)
This is possibly fraud in my view. Clearly they installed code approved pipe where you could easily see it at the furnace end and the outside wall and nothing between. It could have been fatal.
The furnace was inspected by the gas company on Friday and they issued a correction notice. If the venting pipe is not replaced to code within 45 days, our gas will be cut off until it is replace. Thank god it is not winter.

DO NOT BUY FROM SEARS!!! If I would have known how much anguish we were going to have to go through I would have never ever ever went to Sears. Bought the extended warranty. We have had repair out to fix our Carrier Air conditioner over 10 times. They will not give us a new conditioner. They just keep coming out, get it to work for a month, then it breaks down again. Now our warranty is up 11 days ago and the motor seizes up. Waste of money and time. Go to Sears and you will be flushing your money down the toilet!

Bought furnace and ac from Sears. Big Mistake! Worked for 3.5 years then a whole host of problems were discovered. Emergency appt was scheduled for 3 weeks later. 3 weeks! Only to discover that Sears sold their service department to Ontario Ltd. who can't do anything without Sears approval. A whole bunch of nonsense about ordering parts and waiting and waiting and waiting. So disappointed. Don't deal with Sears. Had similar experience with roof. Have finally learned my lesson. Wouldn't buy a candy bar from them now.

Sears installed a new Heat Pump in Feb 2012 in our home. In 2015 we smelled something burning where the furnace was installed and found the entire electrical box burned black with the components inside melted. I called Sears and they said any warranty we had was ended because we reported the issue shortly after the 3 year time period was over. We hired an electrician to come out to look at the electrical box and he informed my husband that the box caught fire because the box wasn't installed correctly. The screws attaching the box to the wall were never properly tightened. Needless to say that faulty installation caused other problems with the system and we are still paying HVAC personnel to fix these problems to the tune of over 1300.00 and that does not include the other plumber and electrician. The first electrician told us we were lucky that our whole house did not burn down because of this problem. We feel Sears should have been responsible for paying all of those added expenses because according to every single Contractor that has come out to our house the problems with our heat pump were because of that faulty improper installation in which Sears was responsible for. If you are a business and hire outside contractors to install 6,000.00 systems and they are not done correctly, the business should be responsible. All we received was a message saying the warranty on our 3 year old system was ended. I will not trust Sears again. We are still paying for this expensive fiasco.

My furnace broke, and I had extended warranty on my furnace. Unfortunately, the warranty only cover labor and parts, but not to the damage caused by crappy installations! My installer did a poor job of connecting the rubber hoses, and did not check if the warranty part was good or defective. The new and defective part was then installed in the furnace, which after a year, the defect was apparently leaking water, hence my furnace area was damaged. Called again for a new warranty part, and another installer came. So far, so good. Will have to see if anything develops with the new component. In the end, I had to bear the cost of damage by the defective component which happens to be under warranty. Sear compensated me only $50 because that is the only amount they could give me.

Had Sears install a gas hot water heater in December 2011. Discovered electronic ignition is not working on Sept 6th, The earliest they can send a technician to make the repair is Sept 11th. Five days without hot water... ridiculous.

I purchased a 2ton a/c unit from sears - 10 year warranty - This is the 2nd year for it. The last week of June I noticed it wasnt cooling properly - after multiple calls/weeks (3 to be exact) we finally got sears to agree to come in and diagnose. Turns out the evaporator was leaking and the part needed to be ordered. It's now Sept 3rd and we've finally got the part and someone installing it today. Thanks Sears for making my a/c unit primed for the winter months, cant wait to use it !
There's absolutely no sense in having a warranty if it takes 2 1/2 months turnaround time to fix it when something goes wrong. I know better for next time - not that i'll be buying from Sears again.

Purchased and installed a Kenmore 40 GAL hot water tank from Sears about 2-3 years ago. On Saturday night, the hot water stopped working so I went and checked and the pilot went out. My first attempt to re-light it was fine for a couple of hours but it went out again and wouldn't re-light. No problem, I'll call Sears Emergency Service.

There is no such thing. They may call themselves that but the course of events that unfolded were disastrous. First, my call on Saturday night was with a woman I could barely understand and she told me their system was down so they couldn't do anything. She never offered to take down my info and call me back. Just left me hanging.

Called back Sunday morning. Gentleman was very polite but informed me that they'd have the local contractor call me Monday morning. I told him that wasn't acceptable but he just proceeded to say they had no service on Sundays. I asked to speak to a supervisor, none was on staff at the time.

Called Monday morning and agent stated that they had already put the call out to the contractor and that they should get back to me sometime that day. I expressed that I wanted a call back immediately, he said he'd escalated. Two hours later, still no call. I called Sears again, and wasted an hour on the phone speaking to an agent and a supervisor who both told me the contractor would call me sometime that day. I expressed my extreme displeasure and asked for a manager, who wasn't available and is supposed to call me back by 4pm.

Here's the kicker: the local contractor did get in touch with me but informed me that they do have an after-hours call line and had Sears simply put the call out Saturday night/Sunday morning, I would've had this issue dealt with yesterday (Sunday). Unbelievable.

Needless to say, I will never buy another product from Sears ever again and I would STRONGLY advise against anyone do so either.

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 !

The Sears installers did an AMAZING job on my furnace! They were on time, clean, courteous, and efficient. I got 2 other quotes for high efficiency gas furnaces from local companies, both of which were a little lower but only had a 1 year parts & labor warranty. With Sears, I received 7 years of parts and labor with free maintenance as well! Plus, they had 12 months of interest-free financing, which made things a little easier on us financially. Everyone was so helpful, I would DEFINITELY recommend Sears to all my friends and family!