Reviews

Review Details

• Review fromJason C.

  Date: 09/06/2023

  1 star

  Jason C.

  Date: 09/06/2023

  I had a new HVAC system installed in the spring of 2019 and have had nothing but problems. In short: My a/c runs constantly every day in the late spring and summer, and on some of the hotter days the unit cannot keep up. The furnace runs continuously in the winter. I reported the problem several times, but no one could figure out the issue. I finally connected with the installation manager, Carly, who made me feel like she would figure it out. Over time, through Carly, I've had a tech come and tell me to seal the access to the attic fan; I've been told that the manufacturer's rep determined that my ductwork is too big for the system (which was never mentioned by Sears before or during installation); and I've had a tech replace the A coil on the inside unit; none of which have helped. All the while, I've been told that the issue would be resolved one way or another. Eventually, Carly informed me that she was standing by the manufacturer’s response. I told her I was disappointed and reminded her of the Sears core values, which include that Sears will do what they say they are going to do; will be empathetic to the customer; will communicate effectively with customers; and will respect customers. This is not at all what I have experienced in dealing with Sears. I even expressed my concerns to Michelle, the service manager, who was rude and unhelpful. Now, 4 years later, I still have an inefficient HVAC unit, and Sears is refusing to do anything about it. Sears has not stood up behind their product nor their service. I feel that if I contract with a company to have my HVAC system replaced, their responsibility is to provide me with a system that works properly and is efficient. The mark of a good company is not how good they are when things are going well, but how they handle it when things go wrong. This problem could easily be resolved, but Sears is unwilling to make things right. Buyer Beware! ***** ****** *******
  

  Sears Heating & Cooling Company

  Date: 09/13/2023

  Im so glad to read this 1-star review so we can now end our relationship with this person. We have been out many times at no charge with the system working. We replaced the evaporator coil for free because the customer felt it needed to be. We brought out the manufacturer rep who did a load calc of his house and determined the equipment installed is correct. We sent ***** a copy of this finding. As ***** stated, the ductwork is very old and large and smaller diameter ductwork would throw the air better making his house comfortable. But, he declined to have this done. He scheduled a call in July 2023 for us to come look the the a/c but canceled. He's not making it easy for us to help him. We cant do anything else for this person.

• Review fromPatricia S

  Date: 07/30/2022

  1 star

  Patricia S

  Date: 07/30/2022

  Same technician came twice and said the system was doing what its supposed to. Its 82 inside my house. So I called a local contractor and now its working.
  

  Sears Heating & Cooling Company

  Date: 08/01/2022

  Hello! You have the wrong company unfortunately. We are located in ********, **** and the owner's last name here was Sears, that's how we got our name. Would you mind moving your review to the correct company? You are trying to review Sears *******, not **. Thank you!