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Troubleshooters: Family has trouble with faulty HVAC system

READ MORE: Family has trouble with faulty HVAC system
In this week’s Troubleshooters Report, a Brunswick County couple spent more than $6,000 for a home heating unit that is not working correctly. Betty and Alton Axsom purchased a top-of-the-line HVAC system from Sears, but according to several independent inspectors, the man Sears sent to their home botched the installation. Now, the Axsom's have a sub par heating system and huge monthly heating bills. Alton Axsom worked for Sears for 37 years before retiring, so when the time came to install a new heating and air system at his home in Holden Beach, he called Sears to do the job. The Axsom’s said a technician from Sears came to their home and recommended a two and a half ton Carrier HVAC system. But it was not long after it was installed that the Axsom’s knew something was wrong. "When you were in the bedroom, it sounded like you were on the flight line, the jet was taking off all the time,” described Betty. "In the winter time, it was really bad, and our light bills would be close to $400 a month." Sears did not install the system themselves, but subcontracted the job to A-Plus Heating and Cooling in Brunswick County. Since then, a number of independent technicians, including county and state inspectors, have been out to look at the system. They all agree the system was not installed correctly. In fact, one technician said it was the worst installation he had seen in 20 years in the business. The state has pursued action against the subcontractor, but the Axsom’s have yet to get any kind of remedy from Sears. "Their service person came out in May and told us it is installed incorrectly, and told us who we should contact. Of course we did that, and at that time Sears told us they had no liability,” said Betty. Since Sears associates recommended the unit, Sears subcontractors installed the unit, and it says in bold print on the contract "satisfaction guaranteed or your money back," we called Sears to find out what was going on. We are happy to report this story has a happy ending. Sears sent us the following statement Tuesday night: “Sears always strives to provide the best level of customer service, and we are disappointed that Mr. And Mrs. Axsom did not receive the service they expected from us. Sears has agreed to replace the HVAC unit and reimburse the family for charges related to increased utility costs. Sears sincerely apologizes for any inconvenience caused to Mr. Axsom and his family.”

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