Sears

1/8/2018 * Update Information*

On Friday, Jan. 5, 2018 We received our reimbursement check for the repairs paid by us for the boiler. The plumber called your office to seek authorization to replace the boiler and he was told we tried to get it repaired in 2016! We did not make any claims in 2016. We called to get the boiler checked but we were told everything on the boiler was okay during that time.

Please HELP! I cannot keep going back and forward with Sears about this issue. We did not call to make claims of repair on the boiler and again my family is suffering because of this misinformation.

12/22/2017

Dear Mr. Edward Lampert,

My name is Kimberley Blackwell Lambert and I reside at 418 Rosetta Place Union, NJ. From [protected], I lived at 330 Oswald Place, Vauxhall, NJ. When I moved on Oswald Place, I purchased a new Sears Kenmore front loader washer and dryer from the store located in Livingston NJ in the same year along with a maintenance agreement on the appliances at the time of purchase. During the course of ownership of those appliances, I got regularly maintenance check ups yearly and service for the washer or dryer when needed. The Sears technicians that serviced my front loader washer and dryer were helpful and efficient along with reliable at all times.

In 2016, my family and I moved to my current address on Rosetta Place in Union. We took the washer and dryer with us at the new residence. After we moved the washer began breaking down every three to four months and during that time a Sear's technician came to repair it every time. In August of this year my family returned from vacation and we had to wash all of our dirty vacation clothes along with our weekly loads and again we faced a broke washer. A Sear's technician came to the home who told us since the washer was over ten years old two special parts had to be ordered in order to repair the machine. While the technician was in our home he introduced us to a home warranty plan covering all major appliances and advised us on the $100.00 deducible if someone comes out to fix any broken appliance in the home. He also instructed us on the fee of $80.00 monthly we had to pay for the plan. I agreed and thought the plan would be a great option for the family because I had faith in your service and your technicians.

One of the parts for the washing machine the technician ordered came to our home about two weeks later but when I called Sears for a technician to come to the home and I was advised they were waiting on another part to arrive. During the month of waiting we thought someone would get back in contact with us regarding the part however we never heard from anyone. Meanwhile, we had to go to the laundry mat while we were waiting to hear from Sears and we spent in excess of $150.00. (Washing clothes from vacation for a family of 5 plus weekly loads for 6 weeks)

In the middle of September I called Sears to find out the status on the part for the machine ordered by the technician. I was informed that the part order is no longer manufactured and I have to call another number to get my machine replaced. I called and received authorization for a new machine. I picked out a new front loader Kenmore washing machine to be delivered at the Sears Home Appliance Warehouse located on 22 West, Watchung NJ in late September early October of this year. My faith in the products in your store was renewed and I believed in your quality service in which your store stood by for many years. (I worked for your store as a maintenance agreement sales person for 5 years while I was in college in Livingston NJ. During that time my name was Kimberley Satcher then I got married and it was changed to Kimberley Blackwell- feel free to look my name up in your ex-employee list).

Three weeks ago, we had our first snowstorm in our area we began to smell gas and we called Elizabethtown Gas who instructed us that the furnace had to be turned off and repaired. We called Sears Home Warranty to come to the home to look at the furnace. We called several times and were given several different companies names and contact numbers. The Sears operators also gave the companies our information and work orders were generated to their companies. When those companies recommended to us contacted us, we were told they did not serve our area, were not equipped to work or boiler/furnace with steam heat or could not do the job. Over and over again I called and still no one was able to come to our home to repair our furnace. Finally, one of the operators from your company named Jillian recommended we find our own plumber to fix the boiler. She advised us since we were having so many problems finding qualified plumber through the home warranty plan they would reimburse us for the repairs or pay the plumber directly if the plumber would except third party payment. We were given an authorization number to call along with a service number for the plumber to call before he did the repairs. ( Job # SCCKCJYBZ7-5 and Authorization # CCKC98M)

We chose Bitzer Plumbing, Heating & Air Conditioning North Jersey. The repair technician called the number given to us by Sears Home Warranty and was given authorization to repair the boiler. The boiler was repaired and four days later our family had heat. We had to pay for the repairs up front ($614.00) which really hit our family hard financially with the promise of being reimbursed within 10 days (minus the $100.00 deductible) once the receipt is faxed over to your office. The fax number given to my husband was [protected] by your customer service reps. While the repair person was fixing the furnace he noticed a leak in our hot water heater and told there was a small crack in the tank and it had to be replaced. We called the Home Warranty Service about the hot water heater and were given a company's name called Big Ray Plumbing & Heating by your customer service rep. The repair for the hot water heater was added to the existing work order we had with your company regarding the boiler.

When the repairperson came to our home we were advised that there was an addition charge needed to replace the hot water heater of $175.00 and the Home Warranty Coverage through Sears did not cover it. We paid the additional amount for the hot water heater to be replaced however later that evening the boiler/furnace shut off and again we did not have any heat. Temperatures outside went down to the teens over the course of a few days. We were able to contact the plumber again to come to our home to fix the problem. During this time we faxed over the invoice numerous times to the number provided of [protected] and the credit processing dept. customer rep told us since 12/12/17 the date of the repair that the invoice has not received in your office from Bitzer Plumbing, Heating and Air Conditioning).

We alerted the technician from Bitzer about the boiler/furnace . The technician for the boiler came back to our home on Tuesday and advised us there were twoother leaks in the furnace and the entire unit had to be replace. We called the Home Warranty Coverage Dept and told a representative about the situation and they agreed to pay for the replacement however the first job order had to be closed out before another one could be generated. In order for the job order to be closed out the invoice from Bitzer, Plumbing, Heating and Air Conditioning had to be received in your Credit Processing Department and so far it was not received. I called the Home Warranty Coverage office on Monday 12/18/17 again and spoke to a rep who gave me a different fax number to send the invoice to for reimbursement [protected]). I sent the invoice to both numbers and received a fax confirmation that the invoice was received at both fax numbers given to my husband and I. We called to see if the invoice was received everyday since 12/18 and was told the invoice has not been received in your company. I do not understand why, no one in your office has not gotten the invoice faxed on 12/12-18. We put the service job and authorization numbers given to us on the invoice and fax cover sheet. Meanwhile, Elizabethtown and Gas has shut down the furnace again due to gas odors in which we smelled and called about again.

I cannot explain the amount of frustration and pain let alone financial hardship my family is experiencing at this time. Monthly I am paying for a Home Warranty Coverage and believing in all the statements of : "Enjoy the convenience of a single provider with the expertise you can rely on to keep your household items running smoothly. When something breaks, you'll have 24/7 access to our pre-screened service experts. All repairs come with a 180-day workmanship guarantee and if your product can't be fixed, we'll replace it."2 Which is noted on your website.

This statement holds true to my washer and hot water heater but the agony I had to go through getting those items fixed not to mention and unprofessionalism I experienced with your representatives trying to get a technician to my home for the furnace, gives me doubt in your coverage, statements and company. For many years I believed in your products and service so much I sold maintenance agreements to customers because I personally believed in your company. I was employee for the month for selling the most insurance once while I worked for Sears.

Please understand the level of my frustration, I have a child who has asthma, long with two other adult children living in our home. My husband has gotten a cold by staying in this home with little to no heat. We were unable to celebrate Christmas which meant no presents were purchased due to the amount of money we are are out of because of this tragedy. It is not fair what we are experiencing and I want to be compensated for all of this disappointment from your company.

In this day and age persons who have experience this much hardships would go on social medial to express their feelings. I am reaching out to you first before that happens I would love to say, "Sears helped and supported my family during a time when we had so much anguish and financial hardship." I would love to express how customer service friendly and dependably your is as I travel preaching to congregations globally but right now I can NOT do so. Eventually, I will express my feelings about the customer service, chaos, and disappointments my family has been going through this year from your company. I hope your Christmas is much better than ours and will be this year. My eyes are tearing writing this letter to your company thinking about how unfair it is not being able to give my son presents while I bet the executives in your company were able to buy presents for everyone on your Christmas list. "How would you feel about a company that treated you the same way?" We live humbly and are honest middle class citizens. I am a Social Worker and Minister of my local church. My husband is a manger at Hertz Rental Car along with being a Deacon in the same church. We are not wealthy however we live by moral standards. Our two adult children are currently going to school to obtain their masters degree in Mental Heath Counseling and Social Work. We are not wealthy but try to pay our bills timely. We are behind in our monthly bills due to paying for repairs up front and unexpected ones. I am reaching out to your office for answers and help.

Please get back to me as soon as you have received my letter. I can be reached by cell [protected]. My contact number with your Home Warranty Coverage is [protected].0 or [protected].

Sincerely,

Kimberley Blackwell-Lambert