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Appliance Repair reviews in Sauk Rapids

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  • INCORRECT REPLACEMENT DISHWASHER FOR A DEFECTIVE DISHWASHER
    September 24, 2014 I opened a claim to replace a defective
    (lemon) dishwasher with Sears through their Master Protection Agreement (MPA).
    The first replacement dishwasher was installed November 3, 2014 but it was the
    wrong dishwasher. The dishwasher has the correct model number on the sticker
    inside, but the features are not the same as the dishwasher online or on the
    store showroom floor in St. Cloud, MN.
    DAMAGE BY SEARS CONTRACTED, UNINSURED INSTALATION COMPANY
    During the first replacement installation visit HOLL-TEC
    Installations, Assembly, & Repair, contracted by Sears, installed the
    incorrect dishwasher.
    At this time HOLL-TEC's installation crew damaged our wood flooring by rolling
    the dishwasher across the floor on its wheels causing a 9' indentation into the
    flooring. We contacted HOLL-TEC and Sears about the damage. Keith from HOLL-TEC
    came out to look at it and initially stated that he himself was the installer
    that day and the damage done to our floor was not from his installers. He did not
    install the dishwasher himself that day. After firmly correcting him that it
    was not him who installed the dishwasher that day, he agreed it was damaged by
    his crew.  He stated that yes, the
    damage looked to be consistent with someone sliding a dishwasher across a floor
    prior to install. He said he would "look into it." He has ignored our
    phone calls since November 2014. I have submitted a separate reviewed of
    HOLL-TEC on Angieslist.
    SEARS INSTALLED A SECOND INCORRECT REPLACEMENT DISHWASHER
    Sears installed a second incorrect replacement dishwasher November 25, 2014.
    They used the same installation company that damaged our flooring. This
    dishwasher tilts forward and all the racks roll forward at once when full.
    After this installation we called John Herman Insurance Agency, the insurance company
    listed on HOLL-TECs website "Certificate of Insurance," and the agent
    said that HOLL-TEC is not insured for liability through them.
    NUMEROUS CALLS TO SEARS WITH NO RESOLUTION
    For the third attempt at providing the correct dishwasher, Sears phone agents
    at Installation, and Customer Solutions, say that HOLL-TEC is the only
    installation company that Sears contracts with in the St. Cloud area. Each
    agent says the installation company should be insured. I informed all of them
    that HOLL-TEC is not insured as per the Certificate of Liability on their
    website. I told them about our experience. I requested from all of them on
    numerous phone calls and emails that I want to use a different installation
    company to install the dishwasher. There are other installation companies in my
    area. Installation is covered by Sears in this instance because I originally
    paid for it. I have told numerous agents that this is the third replacement
    dishwasher
    Sears is installing and want them to make sure it is the correct dishwasher
    before installing it. I have called several times to find someone at Sears who
    makes contracting decisions, only to find out that Sears Corporate is only
    accessible by email. The agents will not call Sears Corporate with my
    issues.  Instead, they will only fill out a form
    and send it to Corporate. I emailed Corporate and have not heard back from
    them. Every time I call Sears they refer me to another department who cannot
    help me, call volume is high, etc. It takes hours of work and and nothing gets
    solve.
    December 2014, I tried to resolve three issues. The first issue is the
    incorrect replacement dishwasher. Second, I want to use a different installation company
    to install the replacement dishwasher. Last, I called in reference to the
    damage by the installation company and their lack of liability insurance. I
    spoke with Barry at the St. Cloud Sears store where we originally purchased our
    appliances about the above issues. He ordered the second incorrect replacement
    dishwasher in November 2014. For the third attempt Barry suggested that the warehouse
    might have the model number stickers incorrectly labeled inside the dishwashers. He
    said he would look into this issue but since December 2014 we have not received
    an answer on that. In addition, we told him about the damage that HOLL-TEC did
    to our wood floors and their expired certificate of liability insurance on
    their website (expired 2013). He said he would look into this issue in December
    2014 but we have not received an answer to this issue.
    DAMAGE DUE TO SEARS MPA TECHNICIANS AND UNRESOLVED REPAIRS
    Beyond the experience with Sears about our unresolved incorrect replacement
    dishwasher, Sears technicians have damage our wood flooring when doing
    maintenance/repair on our refrigerator and range. The first technician, Tom,
    denied damaging the floor when a Sedgwick Insurance agent spoke with him about
    the incident. I saw Tom scratch the floors, reach down and touch the area. He
    originally was not going to use a mat, saying, "I only use a mat if a
    customer wants me to. I have one in the truck." He seemed reluctant to go
    get the mat, but did so when I insisted. He used the mat incorrectly and
    seemingly reluctantly, and the refrigerator came off the mat and scratched the
    floors. A second agent scratched the wood floors when he pulled out and pushed
    back our range. I asked him to include this damage in his notes but he forgot.
    He said he would the next visit because he was coming back out in a week. I
    asked him to include it at that time and again he forgot, but said he would
    report the damage by phone. He did call the damage in to Sedgwick.
    This claim has been open with Sedgwick since October 18,
    2014. During the evidence gathering I submitted photos and a statement. Several
    months passed with unanswered emails and phone calls I made to the agent
    assigned to my case. In March I finally reached someone else at the company, only to
    find out the person I was emailing and calling no longer works at Sedgwick but
    the case was never transferred to another agent. This was a six month period.
    The claim is currently unresolved.
    I purchased a Sears Master Protection Agreement when I purchased six appliances
    from Sears. I had numerous issues with the microwave, each time the technician
    did not find the sparking issue but when one technician finally looked inside,
    the interior was blackened and burned. It took numerous visits until a
    technician finally replaced the part that caused the burn marks inside. Second,
    the range has heated incorrectly for years and each technician said it is
    within tolerance. The refrigerator had issues as well and finally at the end of
    my MPA a technician replaced something that should have been replaced two years
    prior. My washing machine has a faceplate that should have been replaced during
    the first three years of the MPA, I mentioned it several times to technicians
    but it wasn't until it was too late that a technician said it should have been
    replaced within the first three years of the contract. Finally, our dishwasher
    took numerous repair attempts until a determination was finally made that the
    product we purchased was a lemon.
    CURRENTLY UNRESOLVED WITH NO END IN SIGHT
    Currently unresolved, is to receive the correct
    replacement dishwasher and that it be installed by an insured installation
    company other than HOLL-TEC Installation company.
    - GINA B.
  • unknown
    - Thomas M.
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Appliance Services in Sauk Rapids

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