sears home services
Poor Water Heater Service & Unauthorized Credit Card Charges
In July and August 2013, my wife and I spent approximately 15-20 hours on phone calls, working with Sears technicians at the house, and driving to multiple Sears locations attempting to resolve a problem with our new water heater. Sears Home Services spent about 8 hours with 2 technicians and $972.31 on new parts before we finally convinced them (after hours of effort) to just replace the water heater. Despite being promised that the new water heater would be installed the next day, we had to call back on that day only to find out that the installation date had been changed to over 2 weeks away. Again, after spending another 3-4 hours on our own, we were able to locate a replacement water heater in a Sears store (with no help from Sears support staff) and have the water heater installed. While this effort cost us an additional $284 installation fee (to replace the water heater that was under warranty and did not work), we thought we had finally washed our hands of Sears. Unfortunately, that was not the case. A couple of days after this ordeal, a Sears location over 50 miles away from us processed an unauthorized $920.81 charge on one of the credit cards that they had on file with us. Though Sears admitted that the charge was, in fact, an unauthorized and accidental charge, it took 29 days to reverse the charges. Again, it took many hours between my wife and I, complaints to the Fairfax County Consumer Protection Agency, and complaints to the Better Business Bureau for this to finally get resolved. In the end, it had been an extremely exhausting and surreal experience. It took nearly a month and many hours of personal time simply to get the unauthorized charge reversed. I would strongly recommend that any consumer considering the use of Sears Home Services think twice if you value your good credit and your personal time.