What to do with this Sears runaround?

Post date: 2020-08-01 13:51:21

My great aunt is in South Carolina without air conditioning and can't get help from Sears, with whom she has a warranty and protection agreement with. We are at our wits end and want to make sure she doesn't get a heat stroke. It's been almost 55 days. We also are many states away. Any advice is very appreciated.

My great aunt A is 83 years old. She's in hot SC. Her daughter recently had a stroke and is unable to help her. My dad is trying his best to help. He's 70 though and high risk and as much as he wants to drive up and help, he can't. I'm even farther away and located on the west coast.

My dad has been calling Sears every day to help A. He has a case number, her address, her work order, and knows she has a warranty and protection agreement. He calls, tells them she needs a repair, and they tell my dad "Ok, well...we'll send someone." Turns out, she doesn't need just a part, she needs the whole air conditioning unit replaced. It costs much more than we thought, but Sears said they will replace it is covered by the protection agreement and warranty.

Fast forward, and they still have not done this. They keep saying "A part is backordered." But the unit needs to be replaced? "Let me transfer you." Can we talk to a manager? It's been 30 days. "Let me transfer you. Oh, you will need to wait 24 hours for our manager to call you." Never calls. My great aunt buys a temporary AC because Sears says they will reimburse her $250. This has not happened. Her temporary AC unit has now broken. My dad can't afford to replace the whole unit and neither can she. I am so worried for her. I have some money to send her for a portable AC unit but her whole house is out.

I even tweeted Sears and got a response back, but now have gone into the same loop of "I'll transfer you." I'm at a loss. What can we do to get Sears to replace this unit as they said? Who else can we talk to if we've already been transferred to a supervisor who won't call us back? At 55 days this feels like negligence by Sears, if that's even possible. What other options can we have here? I am trying to look at replacement AC units for a discount but not even sure where to start. Any help is appreciated.

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