Kenmore Water Heater Reviews

When I went to return the old water heater to Sears the fun and games began. I started off going to the Montclair store where I purchased it in person. Zero help. They knew nothing and could only refer me to an 800 number. From there I went to 3 more numbers before sending me back to Sears Montclair. The last contact through Montclair referred me to another 800 number Sears is not Sears of old. This is probably my last business transaction with Sears or their partner Kmart. Sears no longer has a reputable service dep’t and should not be trusted for large purchases. I must note that the workers were kind and pleasant. I call it business confusing or intent to cause chaos and frustration with a smile on their face. I wish I could recommend some other store but I have found out that they all sub contract service and routine wait for appliances.

My plumber came out and said he couldn't fix it because it was an electronic thermostat that he wasn't familiar with so I called Sears to ask about the product I purchased and that my plumber couldn't fix the problem. The Sear representative said that if I were to use another outside technician that the parts would not be warranted by Kenmore. (Okay why?) So I called Kenmore to ask about their warranty on the parts and was given the runaround with the automated system which always led me back to a Sears customer service representative. It was frustrating that I couldn't speak with someone from the Kenmore manufacturer.

Since time was going by, I had no other choice but to get a Sears service technician out there to fix the problem because my tenants had no hot water. Sears said that any of the parts would be warranted and replaced without charge but there would be labor costs. When the Sears technician arrived, he notified me that the thermostat needed to get replaced with a new thermostat. I asked him what kind/brand was the old thermostat and what kind/brand is the new one because I wouldn't want the same one if the last one was defective or unreliable. He then went on to tell me that he wasn't actually going to be replacing the thermostat, but resetting it and needed to flush out the system due to build up of sediment. He also suggested that this sort of maintenance should be done every year. This ended up costing me around $280 for the reset and flush.

I have never had to do this in the past with my water heater appliance. Not only am I pissed that this wastes a ton of water, but I’m also upset that a product like this was even designed and made. When did I buy an oversized Brita Filter for my house that needed flushing? The technician suggested that I purchase the Sears warranty so it wouldn't cost so much in the future. I ended up succumbed to buying a warranty because I supposedly have 9.5 years left on this product.

I will never purchase a Kenmore product without reading the Consumer Affairs report on it. I did some investigation and further found out that my situation wasn't a special case. There were a number of complaints from other consumers who experienced the same exact thing. I filed a complaint (#**) with Sears and I will also report this to the Federal Trade Commission as suggested from another consumer post. I feel that this was worth sharing with others in case anyone is in the market of buying a new water heater. DO NOT BUY KENMORE or SHOP AT SEARS.

I am thinking of contacting the attorney general and having Sears and Kenmore investigated with hopefully a lawsuit being filed. Too many people are having problems with Sears and Kenmore that something needs to be done. If they can recall cars, why can't they recall water heaters and fix the problem. There is also the federal trade commission, that complaints can be filed and let me tell you they do investigate and get things done. I suggest everyone who has had problems file with the FTC enough complaints and this will make the FTC take notice and fix the problem. There is also facebook, twitter and social groups that the news media will start to pay attention. Sears isn't what it use to be, and cutting corners by knowingly selling defective products isn't going to keep customers, and Yeah I am sorry I didn't get a tank from Home Depot. I won't shop at Sears again.

Then again, on 7/23/14, the water heater again stopped working & displayed a "Code 4" yet again. This time when we called for Kenmore service, we were informed that we no longer had a Service Protection Plan since the unit comes with a 6-year warranty for parts, but only 1 year for service. However, we could purchase a "Sears Protection Agreement-Smart Service Agreement" for $199, which would cover all parts & service/labor for 1 year. Since we need hot water, we paid $199 & scheduled a "Repair Appointment" for today.

The Service Tech came out today & said the same thing that the last tech had said - the accumulated sediment at the bottom of the tank is setting off the "Code 4". He informed us that we needed to have the tank flushed, which would cost an additional $42.50 (since this was considered "Maintenance" & not covered by the Service Protection Plan). He explained that he needed to flush it first then reset the unit in order to remove the "Code 4". If after flushing the unit, it would not reset, then he would replace the valve. In the end, he flushed & reset it but did not need to replace the valve. However, the Service Receipt that he gave me details the following "Labor Performed - Protection Agreement: E.C.O. Replace - $176.00". When I asked the tech why it stated "Replace" when nothing was replaced, he explained there is no option to indicate a "Reset" & that $176.00 was the starting price for having a Repair Tech come to our home to diagnose & do any repairs. He did recommend that we flush out the tank 1-2 times a year.

So after spending $241.50 today on a unit that cost us approximately $460 almost 2 years, I feel very cheated & taken advantage of, as a consumer. I'm fairly certain that in another 6-8 months, the unit will have another "Code 4" or something else wrong with it. What an absolute piece of garbage we bought & what lousy customer service we have received from Sears/Kenmore! They have found a way to make money off a defective product that is obviously very high maintenance - maintenance which coincidentally is not covered by their wonderful "Service Protection Agreement". We will never buy another Kenmore!!! Sears/Kenmore are complete crooks...Buyers beware!! Shame on you, Sears/Kenmore!

By the way, Sears/Kenmore will not consider replacing the unit unless there are 4-5 service repairs on file for the unit or unless their Service Tech recommends it.

Now, three months later, Heater is shut down AGAIN with same problem - 4 flashes (overheat). Control is STILL set at "Normal". Called Sears for another service appointment on 05/21/2014. They gave me a 4-hour window 1pm - 5pm on 05/22. NO SHOW! I cancelled an automobile service appointment and parts pick-up call to stay at home and they were a NO SHOW! Called the service center and they told me THEY cancelled today's appointment and rescheduled the service call for tomorrow, 05/23, with NO notification to me! I asked them to FIND someone to send TODAY, since that is what was promised and they said no - dispatch is closed for the day and no one is available to service their defective product.

So, to sum up, they sold me a defective product and sent an incompetent service person who FAILED to "fix" it. It failed again with the SAME problem and they missed their OWN scheduled appointment to ATTEMPT to fix it again. Now, I'm moving towards day three (3) with NO hot water and no guarantee that a service person would BOTHER to show up tomorrow. DO NOT BUY from Sears! I will also be referring this matter to the Better Business Bureau for review.

A tech visit to the house cost $79 not including parts or the repair work. His diagnosis was completely different from the manufacturer's. His diagnosis and suggested flushing the tank and resetting the pilot light indicator won't guarantee the sudden turn off of the pilot. For that he recommended I purchase a year or two up to five years warranty anywhere from $50 to $200. This on top of the cost of his controversial diagnosis which would cost $188. I have paid $500 for this Kenmore less than three years ago. When I insisted on the necessity of changing the Gas Control Valve/Thermostat he agreed to write a second diagnosis. This time the cost would be $214 guaranteed for 90 days only. Again suggested purchasing a service warranty. I said "no thank you" and don't expect me to pay you for this visit since the problem is misdiagnosed.

I talked with the customer service department about five or six times. They reassured me I can get the part under warranty for free after Sears technician diagnoses the problem and order the necessary part for me then I can have my own technician do the repair. The Parts Department insisted that there is no such thing. The water heater carries a 9-year warranty on parts but only one-year warranty on labor. It is a good thing I have a second 40-year old heater that is still working perfectly. This gives me time to deal with the Kenmore problem. I am shopping for another water heater but definitely NOT A KENMORE. Never again I'd buy anything from Sears either. Dealing with Sears on this issue turned out to be a nightmare. I am considering small claims court.

I will certainly NEVER PURCHASE A KENMORE WATER HEATER or SEARS APPLIANCE AGAIN.. How deceiving is this! What Con Artists... I had a Sears Salesperson stop by recently to give me a quote on a gas furnace. They quoted me over $5000.00... Ha ha ha, I contacted a local certified local appliance person and they installed the same spec top brand unit for $2000.00 out the door. DON'T BUY FROM SEARS.

Sometime towards the end of February 2013 my wife said the tank was leaking on the floor. No big deal, I made 5 phone calls to 800-877-6420 just to setup the 1st tech appointment. A week later the Service-Technician came & said I had a cracked anode-rod, so he order another and rescheduled install appointment for 3/12/14, approximately 2-weeks later. Again no big deal, it's a slowww leak somewhere on the top of the tank. But, on Saturday 3/8/14 the tank ruptured sometime in the night. I was awoke around 7:30 am by my neighbor telling me that water was flowing out of my garage and down the street. I shut off the main water valve and started calling the 800-877-6420 number again. Each time I called I was transferred to someone that could not help me.

On the 3rd call someone recommended I called back 8:30-9:00 am, maybe the department was not open yet. At this point, I have been waiting for ~ 3 weeks for a hot-water-heater to be repaired. Where is the service? I wanted a Technician visit today but was given an appointment for Monday. I have a wife and 2 kids (6 y.o and 10 month) and it is winter in Florida. Yes it's warm during the day. While the wife and I could survive without hot water the kids would not be so happy. Remember, I turned off the main-water-valve to stop the flood, so there is no water to flush toilets, dishes or laundry. The house was built in 1985. I have added valves now so we will be able to isolate the hot water heater in the future. Where is the service? With no water I went to Sears and bought another heater and installed it this Saturday.

Service-Technician (very nice) came Monday 3/10/14 and confirmed ruptured tank and changed my $80. The Technician said I may have a faulty ground-wire so since I was paying him I asked him to check it. The wire turned out normal. Why do I need to pay? Whatever, paying $80 is worth getting my $500 back that I paid for the replacement on Saturday. Today is Tues 3/11/14 and I have not been contacted for my tank replacement. Where is the service? If I had not replaced the tank over the weekend we would still be without water (hot or cold). From what I can tell the service issues start with 1) the employees that answer the phones (it really takes more than 1 phone call for service?). 2) The lack of urgency to correct the problem (It takes weeks). 3) The lack of follow through on service. I'm told this is season and this is the reason Sears is behind. I would suggest triage service calls.

As a side note that is semi funny: When I bought the new hot-water-heater this Saturday I was asked if I wanted a Service protection plan. I declined stating that it takes Sears to long to fix such an important machine. We had to turn off the main-water-valve to the entire house. Where is the service. Think of it this way. Would you like to pay an extra $150.00 on top of the cost of the hot-water-heater and wait 3 plus weeks for service?

This is unacceptable service and Sears is either hiring the wrong people or they have lost their way in servicing their customers. I am officially an ex-Sears customer. 2 stars instead of one star because I am more annoyed than angry. I won't tolerate companies that think the sale ends once they have your money and sell you an extended service agreement. I will spend my money with companies that earn their customer's business. Goodbye Sears.

At 4:40, when I did not receive a call, I called the warranty number again and was told the work order by the first rep stated the appointment is set for Oct. 12th. Based on Sears practice of setting a four-hour timeframe for a repairman to come to the home, it is my opinion they are not customer friendly. Because they failed to have the repairman here today as I was told, they have lost my future business.

We just bought a new GE water heater from Home Depot. I understand now why Sears is going to go bankrupt.

I too have experienced poor customer service from SEARS including having to pay $75 dollars for warranty repairs, customer support staff obviously located in Mumbai, India not being able to answer questions about parts or service, delays in scheduling repair times, and my wife was put on hold off and on for over four hours trying to get her questions answered and to get a repair time scheduled even though she asked repeatedly to be transferred to a supervisor. The supervisor was no greater help than the customer service representative. I have since bought a competitors brand of hot water heater because it is made in American and their customer support staff are located in the United States. I also filed a complaint with the Chicago Office of the Better Business Bureau about these appliances.

SEARS has responded that their records only show one service call to them and I informed them that their records are inaccurate because there were two repair calls for the same issue. SEARS has informed the BBB that they will not reimburse me for the cost of the hot water heater or even for the cost of the replacement pilot light unit I recently purchased which failed nor have they addressed the issue with the gas range. I have asked the BBB to inquire as to how many service calls SEARS has received nationally regarding replacement of the pilot light unit on this model of hot water heater and the number or percentage of these calls which were repeat service calls to replace the pilot light unit.

I also asked why I cannot be reimbursed for replacement pilot light unit I just recently purchased that failed since there should be some limited warranty of 30 or 60 days on even parts. We will see how they respond. If anyone else out there has had similar issues with either this model hot water heater or with their gas range I would like to know.

When I bought the heater, the water heater was damaged inside an undamaged box. I didn't even take it off of the truck. I called my local Sears, who PROMPTLY accused me of damaging it and saying they would do nothing about it. After three (3) 50-mile round trips to the Sears store, they ordered me a new heater and admitted that it had been damaged before being boxed up. But it cost me dearly in trips and time off to deal with it. Sears has no interest in doing what is right or being an above the crowd business. As a customer, I am a nobody. Perhaps, other businesses are like that. Time will tell. But they will get their chance. This is my last purchase from Sears.

The two things that frustrate me the most about dealing with Sears on this: 1) Paying $75 for something that isn't my fault, but should be under the warranty. If the Sears product failed, Sears should be paying that to the technician, not me. 2) The mechanism for dealing with this is too big for any personal service. I can't speak to someone who knows fluent English. I can't speak to a technician and possibly work through it without spending money or having to wait a week or two without hot water, and ultimately, I have no assurance that Sears cares about me as a customer. I am a commodity to them, nothing else. There is no substance left to be loyal to. Sears is no different anymore. They don't stand out.

Their response: We know it is not right, but we could fit you in the Tuesday after Memorial Day. Everyone agrees they are sorry and they would not want to be without hot water, but "should I make you the appointment for you or can I help with anything?" Really **. So I want everyone, when they need a hot water tank, to run to Sears.

It started right up and ran fine for three months, then stopped working. After some head wringing, I found the cause and a reset button by the thermo coupler, rest it and it didn't work on the light setting, have to put it on low now to light. Noticed the top of the flame was a bright orange, an indication it was a gas heater, not propane, then noticed the units tag says gas only. I went back to store and they refused to help me saying, We didn't install it so we're not helping you," they also refused to order, or supply me with a conversion kit for l.p. and referred me to a local hardware store, who told me it was an item we had to get through Sears.

I tried looking up for the conversion kit on their site myself, but their website won't correctly search for the item, I either got ceiling fans or something else. I tried using their online assistant and they kept trying to look up for the wrong parts, and didn't know how to look them up either.

Catch 22, "We're sorry, but we won't replace the water heater, unless we have made four repairs in a year; and there is nothing else on your heater to replace." The result is I have to go somewhere else to buy a water heater. I have wasted $800 + $200 in service contracts, which was supposed to be the "Great Sears No-Hassle Warranty." Plus, I have lost over $600 in wages because I've been missing work.

Sears isn't the good company my parents shopped at. Now they are just another big business ripoff joint. Not only is their manufacturer's warranty not honored, but the service warranty they sell on the side is worthless as well. Maybe, it's because all their appliances are made in China, Korea, or some other sweat shop country. I'm just glad we found this out before we bought our new dishwasher and refrigerator.

I feel that the $1439.00 price is a realistic price for this item and I would like this given to me. The people at Sears ordering were very indecisive when I placed this order on what the correct price should be and I was transferred to several different offices. I have several Kenmore Elite appliances and I am happy with them. Please let me know about this complaint.

Then finally I was told that I had to pay for it to get the part, then Sears would reimburse me, plus it would take 2 more weeks to get the part sent to the plumber for a total of over 3 weeks before the water heater is fixed. This part is a pilot assembly, a common problem and part that is replaced in their water heaters. The parts department people could not even find the part number. They claim the model number, which the Sears Service department gave them, was missing a digit. They had the serial number, but could not even find the part number from the serial number; however, a person in the escalation/contractor department found the part number.

As of today, Sears has said that they will ship a new water heater to the store and replace it, but this will take up to another 10 days. This all started last Wednesday, March 17, 2010. I have an escalation case number that should document everything, plus I have a page full of notes, names, and phone numbers. This situation is unbelievable and I feel it needs investigation to see if this is occurring with other customers or if this is the way Sears normally deals with repairing water heaters. There is probably a breach of contract or warranty involved here too. A.O. Smith makes the Kenmore water heaters. It will cost me over $200 to install it plus I lost $1000 in rent because the house is a 2nd home in a ski resort area and was rented over the Spring Break weekend.

I don't think it is unreasonable to expect a $700 appliance to last at least two years. Kenmore actually hung up on me. I have spent tons of money on service calls trying to fix this, meanwhile, there is no hot water. What happened to standing behind their products? I can't afford to replace it now, but it looks like I will have to.

My renters, whose house just burned down, have no hot water. They have to look for a place to take a hot shower, with two kids in the house. I have spent over $200 on service calls so far, and I am looking at having to spend $700 or more to replace it. I was treated horribly by Sears and Kenmore, and I want them to stand behind their products!

In the meantime, you have cold water because the thermocouple burner assembly keeps the pilot from lighting and staying lit. I found out about the lawsuit too late. I am hoping that someone will bring another lawsuit against them to recall all these defective gas water heaters with this new flame lock system which totally sucks. From what I see everywhere, it does not work as the old systems used to. I can remember that I would have to relight my older water heater only when there was a strong wind from a severe thunderstorm or a tropical storm or better. How in world do these people stay in business? My hope is that someone sues them and puts them out of business for selling a defective product and not correcting the problem that they created.

Called Sears again and notified them of new circumstances- still took same four days for service tech to come out and confirm that tank was indeed leaking and needed replacement. Tech notified immediately Sears and the "System" began reacting, notifying the Central office who tried to notify the local store by fax to see if a replacement was in stock. Unfortunately their FAX was not working properly and they got only a partial transmission. Fortunately I had called Sears Installation HQ and gotten my reference number, etc., so I could give additional needed information to the local store who notified Water Park FL who will notify a local Sears contractor to pick up water heater at store and come to install.

Except for first calls obviously to India, all contacts, both personal and telephonic, have been VERY polite and VERY helpful within the major limitations of their capability and authority. The problem is that we are almost one week past reporting the problem and we still have no hot water, and this is with the MPA. Without the MPA, we could have had one from Home Depot/Lowes installed the next day if not the same day. Because we already paid for the MPA we will take advantage(?) of it. We should expect to have the replacement water heater installed "sometime this week" according to Sears.

So far, merely inconvenience, considering that we have been without hot water for six days and it will be several more days until we have hot water again. Being retired, we can better afford to sit at home, playing phone tag and waiting for the technician to show up, and we have "every confidence" that the installation will take place "sometime this week". (I also still put cookies out for Santa Claus- you never know.) I would hate for it to have happened in the dead of winter, or when we had grandbabies in the house. Obviously the Sears system of de-localization/ centralization of repair/installation activities results in significant delays even when everything "works".

We were forced to call our plumber. When he inspected the heater, and explained that it couldn't be repaired. He proceeded to call sears and explained the situation to them. He told them he was going to replace the heater and asked if he needed to bring the whole tank in or just the warranty sticker. They told him to bring in the whole tank. He did so. When he arrived at the store, he waited for 2 hours and in the end they would not replace the heater. They said that a sears inspector HAD to inspect the heater before it could be replaced. We could not wait a week or longer for them to inspect and then install a new water heater. We couldn't even flush our toilet let alone take a shower.

Our plumber had to go to home depot and purchase a new heater. That was $366.00 out of my mother's wallet. She also had the fee for the plumber. A large portion of her carpet was totally water logged and I am still wet vacuuming. This water heater was still under warranty and in an emergency situation such as this, there should be some type of emergency venue you can go through. My mother is 78 years old and has been treated very poorly. She should at least be reimbursed for the water heater. This was turning into a board of health issue. No water, no toilet, etc. I spoke to several people this morning and was told that it is store policy and nothing can be done. We would have been at least a week without water and this is unacceptable.

My mother is 78 years old and is on a very fixed income. This was an unecessary $766.00 out of my mothers pocket. She had all documentation, including the sales receipt for when the water heater was purchased. I tried numerous times to get a tech out to her home but they couldn't come out for 6 days and that was just to inspect the water heater, not replace it. That would have been an additional wait time.

Due numerous days of water leakage a portion of her carpet was water damaged and will eventually cause mold. She had to pay a plumbers fee of $400 and that was with a discount. My mother is depressed enough over my father's death and the upkeep of her home. She should never have enountered this type of treatment. It is very unprofessional on Sears part and they should honored the warranty.

3 Days for an Emergency Order is unacceptable in today's business world. They should be able to locate the part today, and send via overnight-mail the needed part from anywhere in the continental US for installation tomorrow. The impact is a family with no hot water for baths and showers.

I called their national customer service parts desk, and the representative told said their regular delivery time frames are 3-5 days. So, the 'Emergency' time frame is therefore the same as their 'regular' order time frame. Poor service for a National provider of appliances.

Below is a detailed list of phone call conversations with various Sears Departments I had to facilitate the repair of my Brand new water heater. C.D.P. - Complaint Department Person. C.S. - Customer Service. Phone calls to Sears: 1-800-Sunday 4/13/08 @ 9:01 a.m. spoke with the Rapid Resolution water heater Tech Dept. and they said the water heater needed a new Thermocouple. I asked if the Service Tech. would come with the parts to fix the water heater and was told yes. So I made an appointment with Sears's service for 4/14/08 to repair the Brand new water heater.

1-800- Monday 4/14/08 @ 8:02 a.m. called C.S. and asked for the Service Tech. to call me with an estimated time of arrival to repair the water heater. 1-800- Monday 4/14/08 @ 8:42 a.m. called C.S. and asked why, if I was told that the Service Tech. would come with the parts to fix the water heater he would say "he did not carry many parts for the new water heaters." C.S. then said rudely "how would our Service Tech. know what parts are needed to make the repair before seeing the water heater?" I told her the Rapid Resolution water heater Tech Dept. said "the water heater needed a new Thermocouple and the Service Tech. would come with the parts to fix the water heater."

1-800- Monday 4/14/08 @ 7:00 p.m. after putting me on hold till 7:11 p.m., I was told by the 1st C.D.P. she did not know if the parts were ordered and transferred me to the Rapid Resolution water heater Tech Dept. where Jeremiah said he did not have that kind of information and transferred me back to a 2nd C.D.P. Sam said the parts were ordered on 4/14/08 but needed a tracking # to tell when the parts would arrive. Sam said to call back in the morning on Tuesday 4/15/08 and the computers would have updated by then and a tracking # would be available which would be used to tell me when the parts would arrive. This phone call lasted 37 minutes with no answer for when the parts to repair my Brand new water heater would arrive.

1-315- Tuesday 4/15/08 @ 10:02 a.m. Called the Clay N.Y. Sears store and left a message with the plumbing Dept. for a manager to call me back. 1-800- Tuesday 4/15/08 @ 10:10 a.m. called C.S. and talked with Charles who said the Thermostat and burner assembly was ordered on 4/14/08 and that he would text the parts Dept. and that the parts Dept. would call me back in 10 to 15 minutes with when the Thermostat and burner assembly would arrive. This was an 18 minute phone call with no answer for when the parts to repair my Brand new water heater would arrive.

1-800- Tuesday 4/15/08 @ 10:45 a.m. called C.S. and talked with Mike told him that the parts Dept. did not call me back with when the Thermostat and burner assembly would arrive. He then put me on hold, because he was transferring me to the parts department and I was disconnected. Tuesday 4/15/08 @ 10:54 a.m. after I was disconnected I called back and was told again that C.S. would text the parts Dept. and that the parts Dept. would call me back in 10 to 15 minutes with when the Thermostat and burner assembly would arrive. The parts Dept. never called me. This was a 20 minute phone call with no answer for when the parts to repair my Brand new water heater would arrive.

1-800- Tuesday 4/15/08 @ 6:26 p.m. I called C.S. and explained to the lady who did not speak American well at all that I just received an automated phone call requesting me to call C.S. and to reschedule my repair of my Brand new water heater. She said she did not know what I was talking about. This was a 10 minute phone call with no answer for when the parts to repair my Brand new water heater would arrive. 315- Tuesday 4/15/08 @ 7:07 p.m. I called Ruth, who was very nice again, and explained my 6:26 p.m. phone conversation with C.S. She said she would call, make some inquiries into this phone call and call me back with her findings.

315- Tuesday 4/15/08 @ 7:46 p.m. I called Ruth, who was very nice again, and explained that my Wife called C.S. and was told that the parts would not come until Thursday 4/17/08 and that C.S. wanted us to reschedule the repair of our Brand new water heater to Friday 4/18/08. Before my Wife could tell C.S. not to reschedule, C.S. hung up on her. Tuesday 4/15/08 @ 8:13 p.m. I called Ruth, who was very nice again, and explained that I was told by C.S. (Ruth) the parts would arrive Friday 4/18/08. And that the repair service appointment was now scheduled for Saturday 4/19/08

315- Wednesday 4/16/08 @ 1:53 p.m. I called Ruth, who was very nice again, and explained that I received the Thermostat, but the burner assembly did not arrive. I also explained that I was told by C.S. that the parts would arrive Thursday 4/17/08 and to call Sears back to reschedule repair service appointment for Friday 4/18/08.She said she would call and see what was going on. 1-800- Thursday 4/17/08 @ 5:20 p.m. (the burner assembly was at our home when we arrived home from our work day) I called C.S. to reschedule the repair of our Brand new water heater to Friday 4/18/08. Our repair appointment was rescheduled for Friday 4/18/08. Friday 4/18/08 @ 8:20 a.m. I called C.S. and asked for the Service Tech. to call me with an estimated time of arrival to repair the water heater. 315- Saturday 4/19/08 @ 11:40 a.m. I called Ruth to thank her for all her help.

Phone calls from Sears: 315- Monday 4/14/08 @ 8:34 a.m. John the Service Tech. called me with an estimated time of arrival to repair the water heater to be after 3 p.m. I asked if he would have the parts to repair the water heater, John said "he did not carry many parts for the new water heaters." This is not what I was told by the Rapid Resolution water heater Tech.

315- Monday 4/14/08 @ 2:42 p.m. John the Service Tech. called me with a time of arrival to repair the water heater to be 3:15 p.m. He did arrive at 3:15 p.m. After 45 minutes he told me he ordered the parts needed to fix the water heater, and since it was so late in the day the parts would probable not be ordered till 4/15/08 and arrive on 4/16/08 so he scheduled the repair for Thursday 4/17/08.

315- Tuesday 4/15/08 @ 2:06 p.m. Darcy called back very nicely and said "that the store manager would not be in today after all," but she connected me to Ruth in the water heater depart. Ruth, who was very nice, was calling to help expedite the shipment of the parts and repair of Brand new water heater. This was a 6 minute call. Tuesday 4/15/08 @ 2:15 p.m. Ruth, who was very nice again, was called back and said "the parts were expedited and would arrive by UPS Today 4/15/08 or 4/16/08 and when parts arrive to call C.S. to reschedule the repair date." This was a 6 minute call.

1-800- Tuesday 4/15/08 @ 6:25 p.m. I received an automated phone call requesting me to call C.S. and to reschedule my repair of my Brand new water heater. 315- Tuesday 4/15/08 @ 7:53 p.m. Ruth, who was very nice again, called back and could not explain my 6:26 p.m. phone call with C.S. 1-800- Tuesday 4/15/08 @ 8:02 p.m. - was told by C.S. (Ruth) the parts would arrive Friday 4/18/08. And that the repair service appointment was now scheduled for Saturday 4/19/08. 315- Tuesday 4/15/08 @ 8:39 p.m. Ruth, who was very nice again, called back and said she was getting the run a round from Sears C.S. and would make some phone calls on 4/16/08 to get to the bottom of this issue.

No ID Wednesday 4/16/08 @ 12:16 p.m. - was told by C.S. that the parts would arrive Thursday 4/17/08 and to call Sears back to reschedule repair service appointment for Friday 4/18/08. 315- Friday 4/18/08 @ 8:29 a.m. Joe the Service Tech. called me with an estimated time of arrival to repair the water heater to be 1 to 1.5 hours from 8:29 a.m. I asked if he could call a half hour before he comes.

Friday 4/18/08 @ 9:09 a.m. Joe the Service Tech. called me and said he would be at our home within a half hour. He was at our house and completed the work in 20 minutes. He said the installation our Plumber did looked very professionally done. Joe commented that if Sears installed the water heater and it was not working that Sears would have brought a new water heater the next day. I would like to know what the difference between Sears's installation and a professional installation would have on replacing a defective water heater in a timely manner say one or two days instead of a week.

315- Friday 4/18/08 @ 2:37 p.m. Ruth, who was very nice again, called back to see how everything with the repair of my Brand new water heater went. I told her what happened and the work was complete. I have bought numerous large items at Sears over the last few years, like a Washer, Dryer, Garage door opener, Air compressor, Lawn mower, Powered saws and assorted tools. I have never been treated so unprofessional, had endured so much inconvenience to my family and cost so much of my time and money.

As for the reimbursement to my family for having endured so much inconvenience the cost is difficult to calculate, but the balance owed on the water heater would be a good start. I have included the minimum payment required to keep my account in good standings while you process my due reimbursement. And the documentation to backup my cost calculations from above.

This was an extremely difficult week for us as we had professional meetings which we needed to be at our best. The amount of additional time that was required to prepare for these meetings let a lone to do the normal house hold dishes with out a functioning water heater was so numerous it has taken over a week to get caught up on all the household projects. I lost a day (7.5 hours) of work, spent 7 hours on the phone (300 minutes on my cell phone on day time usage) and had to use an extra 53 KWH of electricity to get hot water for my family.

First, lost a day (7.5 hours) of work: $33.60/Hr. x 1.7423 (LEAVE AND FRINGE BENEFIT ADDITIVE) x 7.5 Hrs. = $439.06. Second my Cell Phone bill is: $50.00/month for 450 day time minutes, so 300 minutes used calling various Sears Departments 300/450 x $50.00 = $33.33 Third is the extra 53 KWH of electricity: 53KWH x $0.151/KWH = $8.00 The total reimbursement I am seeking is $480.39.