Problem Solver: Sears Repairs Furnace

As the temperature drops many of you are turning up your heat. One Union family wanted to do the same but couldn't get Sears to repair their furnace for nearly one month. We sent Dianne Derby to get them answers in this 7 On Your Side Problem Solver.   

When Wayne Henderson's furnace stopped working last month he called Sears to get it fixed.  He says the company shipped the new part to his home and scheduled the repair for two days later.

"So I waited and no one showed up," said Henderson. "I said 'I got the part right here it takes 15 minutes to fix my furnace I'm freezing I can't get anyone back here to put it in'."

So he rescheduled but...

"The lady called me back and said you're appointment has been cancelled today," said Henderson. "I said 'This is the third time now why am I being cancelled'."

As the temperature got colder Mr. Henderson got heated...

"It got down to 31 degrees," said Henderson. "Imagine trying to get a bath, shower or something in 31 degree weather because you don't have any heat." He added, "Me and my wife looked like two eskimos sitting in the living room all bundled up."

So she suggested he call 7 On Your Side.

"She said 'Why don't you call them they may be able to solve your problem'," said Henderson. "I said I hate to do something like that. I don't want to get nobody on to nobody to get but I want it fixed so I've got to call."

After our two attempts to contact Sears the Henderson's finally got a call...

"When I hung up with (the Sears representative) it hadn't been 15 minutes and the man over repair called me and asked if I was going to be home and I said I'm gonna be here all day," said Henderson. "He said 'We'll have someone down there at 4 o'clock to fix your furnace'. Within an hour they were down here and 15 minutes later my furnace was fixed."

In an e-mail Sears spokesperson, Shirley Bicknell, told us, "We have completed the service on 12/10 and discounted the labor cost. We spoke with customer and he is completely satisfied. He stated that he appreciates our efforts in resolving the issue."

Sears also reimbursed them for the heater and electric blanket they had to buy to stay warm. It's the kind of service Mr. Henderson has expected all along.

"I'm a paying customer," he said. "I deserve decent service."

Remember if you've got a complaint about a company let the Better Business Bureau and the SC Department of Consumer Affairs know.