Our 5 year old water heater started to leak and the ordeal began. We had purchased it from Sears and it was under warranty. I called on a Sunday and got an appointment for Monday. So far, so good. The "repair" person came and said I needed a new tank and that someone would call me. He left, I got no call.

I called Sears multiple times during the day and was finally contacted at 9 PM. The plumber was irritated that he had to drive to a distant store to get my unit and wanted to delay the replacement for 48 hours. I had no hot water! Finally, he agreed to come the next day.


He arrived near 11 AM, claming the store didn't even open until 10 AM to get the replacement water heater. Six days later, the elbow joint between the hot water heater and water line is leaking. And the new expansion tank is also leaking.

I called again. (Sunday) and was told someone would come Monday between 8 and 12. Sound familiar? Service person CALLED at 10 AM and said the installer had to come do the repair. And I was told they would call. Again, I have been on the phone with Sears and no one can help. They all send me to another department, promising my issue has been escalated to the special cases unit, the Special Handling Team, and even told me that I'd get my own case manager. The case manager is going to call and take my complaint sometime in the next 24-48 BUSINESS hours.

Meanwhile, I've taken 2.5 days from work so far and while I have hot water, I also have two leaks that are getting worse. All I want is for a plumber to come re-sweat the connection in the elbow joint and figure out why the 6 day old expansion tank is leaking. I'd also like to be kept informed of when/if the repair person will be coming.

I will NEVER buy an appliance from Sears again.