I'm disgusted. We had our furnace and a/c unit installed 3 years ago and have had problems from the very beginning... But today has left me in disbelief that a company such as Sears could be so pathetic. Our 3 year old furnace quit working today, the first day of snow fall (of course) so I immediately got on the phone with the customer service line... After 30 minutes of discussing what was wrong with our furnace and how our a/c unit didn't work properly all summer I was informed that they had no record of our furnace being on our account... My sears representative simply responded with "ma'am that happens sometimes and I don't know why your furnace wasn't on your account but there's no need to be frustrated because I'll put it on your account now." Hmm. I'm fairly certain that professionally run companies do not have massive issues like not having a paper trail of your product you purchased and installed 3 years ago and have had repair men come over numerous times. I then requested to speak to a manager and was then told " that won't make a difference because there is no way we can go back." Interesting... Tell me why exactly you record phone call conversations with your clients? I had given my furnace model and serial number more than once. After trying to understand why Sears failed so many times we set up a service repair order. We were told it will take 2-3 business days to have someone come and fix our problem... thats brutally unacceptable, considering its -10 and our house is frozen! This was the end for me. I'm so irritated to the point that I will be calling another company like Bruins to give my business too. NEVER go through Sears unless you enjoy being disappointed time after time.