Summer 2005 after installation, I noticed that one of the ducts in the attic was NOT insulated. Told Erik (the installer), he said it wasn't necessary. But my attic is 120 degrees in the summertime heat, and having an uninsulated duct would mean the A/C works less efficiently and costs me more money to run. Called Bob Sill (salesman), told him, he agreed to have it insulated, and as a nice gesture I said that I understood they were busy over the summer and I would wait until autumn. He promised it would be done in the autumn, and I suggested October, before it got too cold outside as leaving the attic open when it's cold outside cools the house down. More than a dozen calls to him, and at least ten to Erik, after November, resulted in no action. Just promises from Bob and no returned calls from Erik. Eventually reached Erik who said he'd call me to schedule an appointment but he never did.

11/23/05 Tried repeatedly to fax a letter to Sears Home Improvement Customer Service but their fax never picked up. Finally mailed it never got a response.

11/29/05 Bob Sill faxed me contract change form, I signed it and faxed it back. This was for the $100 refund for the part that was not used, was taken away by Erik, which I had paid for. I had repeatedly been told that the money would be refunded to me.

Repeated phone calls to Bob Sill during the next several months, during which he repeatedly promised that it just takes a month or two for the change form paperwork to be processed and that I'd receive credit (or a check).

Nothing happened. I also continued to remind him that there was still a bit more work to be done in the attic and that he said it would be done in the fall, and I reminded him that I was nice enough to not insist it be done immediately the prior summer when they were busy.

After trying repeatedly to get the work done and receive the $100 back, in late March I filled out a complaint form on the website of the Westchester County Department of Consumer Affairs.

4/3/06 Spoke to Westchester Department of Consumer Affairs Inspector Ventorino.

4/17/06 I called Sears s/w Jaqueline Case worker left message for Erik this morning, she said. She'll raise the issue of the $100 also. This after several conversations with Ryan Mangrew at Sears who kept leaving me messages at the wrong phone number (home when I told him to call me at work) and who never once picked up the phone when I called him back within a half-hour of his leaving me messages at home. I'd leave a message and he'd take two to three weeks to return my calls. Over and over again during the early spring of 2006.

4/17/06 Jillanne LMTC (left message to call) at my home # 800 495-2748 x 7433. I LMTC work #. She called me back, I should be credited $312, she will speak to their credit department. The extra money is because Erik opted not to install a second vent in the living room, saying it wasn't necessary, and so they shouldn't charge me for it.

4/18/06 she faxed me a form and I signed it and faxed it back.

5/5/06 Sears sent me a copy of a letter to DCA (Westchester County Department of Consumer Affairs) saying that they fixed the problem on 4/26 and that Ryan Mangroo was in contact with customer numerous times and left voicemails (he didn't say that he continued to leave them at the incorrect number). He also didn't say that even though I call him back right after he calls me that he takes weeks to return calls.

5/31/05 Sears sent contract change authorization for $312 and I faxed it back.

5/23/06 called Sears to have someone come to the house to do the annual maintenance. The said someone would call my home within 24 hours I tried to have them call my work # but they wouldn't take the number.

5/26/06 Dominique LMTC at h# they have no techs in the area. I should hire my own and ask Sears to reimburse and to call for details. 800 893-1780.

Called first time, waited on hold and got cut off. Called back got through to someone and asked for Dominique. She said I'd have to hire someone, and I'm authorized up to $100. If it's more, I'd have to have the tech call from my house to seek approval.

I said this is unacceptable that part of the reason I paid for a contract is to NOT have to shop for a tech and deal with these issues. Plus, Sears already took a year to reimburse me once and I'm not doing this. I paid for a service contract so serve me within two weeks or refund my money spent on the service contract. She said to call 800 827-6655 to cancel contract.

Called, spoke to Tom Hicks, spent > 15 minutes on phone/hold while he called someone else I said either get someone within 2 weeks or refund service contract money. He understood, came back to me, said they could have someone at my house within 2 weeks, to call the first # and ask. I said I'd call them in two weeks to give them another chance. He said that since I live in a rural areal they don't have techs nearby. I told him I'm a mile from the biggest city in the country, and that the problem is that Sears probably lost all its contractors because they won't pay prevailing rates. But I'll give them two weeks and call.

5/30/06 Called 800 341-2516, about the filter being the wrong one, and inability to find correct filter locally. Spoke to FIVE people, 55 minutes on phone/hold no one could help me. Each tried to refer to another person, finally I was told by #5 to call the first number I called and that that's all she knew.

Called Sears General Counsel's office, spoke to him, he said someone would call me. Karen Boston did, said she'd get someone in customer service to deal with it.

6/1 Sears National Parts Customer Svs Center, she LMTC 6/1 then I LMTC 6/1.

6/2 Spoke with Ms. Nisara Howard, said that Sears doesn't carry these filters! 800 795-5045 x 12109.

Managed later to get through to someone else, who said he'd send a filter he sent a liquid filter, for coolant, not a filter for the return line...

6/12 Called, asked for appointment, was told someone would call within 24 hours.

6/15- No call received, so I called, 800 4myhome, s/w Tara she said she'd call back, their nearest guy is S. Shore of LI and wants $50 extra to come to me. She said she'd have to call me back after I refused their go local' letter.

They did finally agree to pay the LI guy, and he did call, made an appointment, and showed up within the agreed-upon timeframe. He replaced my air filter (the wrong kind) with a similar wrong kind, although since he didn't have the correct size he took a bigger one and cut it down and squeezed it into the space (and since he had to cut it, it didn't have cardboard on all four sides).

6/28 Thermostat was acting funny, displaying random symbols instead of what it's supposed to show. Called Sears, was on hold 6 minutes (4myhome) then told someone will call me within 24 to 48 hours. Was given the number 800 893- 1780 for the authorized service folks.

7/3 I called transferred to authorized service folks. After 20 minutes on hold, then another 5 minutes, was told that there's no contractor in my area so dispatcher will call me at work within 1 hour.

7/3 Rosemary called back, she'll "Definitely" call me on Wednesday July 5 re sending me a replacement thermostat (I'd said no reason to send a tech when it's easier to replace thermostat).

7/3 She called, LM that thermostat was not warranteed.

7/3 I LMTC after 14 minutes on hold before reaching a person.

7/3 She called, said she'd check again re warranty.

7/5 Rosemary called, said she checked again and the thermostat was not covered under any warrantees.

7/7/06 Thermostat on the fritz again, giving random characters on the read- out.

7/7/06 Called Carrier they asked for my model and serial #, said to pull the faceplate off and find out. I pulled and took the unit off the wall, gave her the info. She said that it has a FIVE year warranty. When I put the unit back on the wall it was no longer working dots all over the screen, didn't respond to keystrokes.

Furthermore, nothing in my service contract excludes thermostats.

Called Sears 1 800 4myhome told the story, asked for a supervisor. Cathy came on after my being on hold for fifteen minutes. She said that since it's under one year, I shouldn't call 4myhome because they don't handle newly-installed systems. She said that even though they say they'll call back within 24-48 hours, they don't, and they don't call to say nobody will be calling (and yet when I said that people at that number kept lying to me about calling back, she seemed offended, saying nobody's lying to anybody). She said the number to call was 888 673-7881.

She told me I needed to replace the thermostat's battery. I told her there was no battery in this thermostat. She said that someone will call me within 24-48 hours to set up a service appointment.

I called local Carrier dealer said to turn circuit breaker off, then on. Did so, no help.

7/7 thermostat is stuck in ON position if I leave it on, the A/C runs with fans on high, with no regard to actual temp. So can control temp only by turning therm on/off. Not the worst thing in the world when I am at home (though annoying and a waste of electricity and certainly not fun when I paid lots of money for a programmable thermostat) but it does no good to come home to a HOT house and have to turn on the thermostat, sweat and wait an hour or two for house to cool down.

7/11 I called, Danita answered, said warranty expired 6/26, need to speak to 4myhome. Spoke with Ronnie was nice, put request in system, said I should hear within 24 hours. Main number for authorized service techs is 800 893-1780 unit #9505, (and service contract marketing department is 800 827-6655).

I called the authorized service tech number, 13 minutes on hold, then was told my order was in the system. I told her of my history, she said she'll see if she can get more info since I'm already on the phone line. Put me on hold, 6 more minutes on hold, (this is Norma), took my work phone number, promised to call me back today (she works until 8 PM).

7/11 she called back to ask where the thermostat was. I said on the wall.

7/11 She called again to confirm that I have never replaced the thermostat and asked if it were working at all.

7/11 She called back, conferenced in Lucy of the warranty department, said it wasn't covered, then Lucy popped off the call, checked with her manager Gerald, came back and said that he said that it was covered (she's team #4, 800 8227-6655, in High Point, NC call center # 9468). So Norma said she'd call me back.

7/11 I LMTC for Bill Harker, SHLD General Counsel. He called back, I told him one day's worth of horror stories, asked about a refund, said I understood it's not a matter worthy of a general counsel's time but maybe before I have to hire an attorney for a $12,000 matter he can have somebody call me to discuss "Money cheerfully refunded if not satisfied" and I'll even waive the "Cheerfully" part.

7/11 after 5 PM Norma from Sears LM to call tomorrow after 12:30 PM 800 827-6655 and ask for Gerald Barnes, the manager of customer service because he said that the thermostat is not covered.

7/12 12:45 PM I called him, after 3 levels of voicemail then someone picked up, said he didn't know who Gerald was, asked which call center, I said High Point, NC, he said he's there too but there are 200 people. He said he'd find Gerald, came back, said Gerald was in a training class (that he was the training manager), Bruce (X12201) took my number, said he would hand the message to Gerald and would have him call me back during a break from the training class, that Gerald was reliable, he knew him because they'd just played golf together last Saturday (this after first asking which office Gerald was in!).

7/12 Laura Novak (847-286-4503) from Sears Legal called me back (from my call to the GC). Told her a bit of the story, she agreed that it was unreasonable what I've been through, will check into it a new thermostat, air filter, etc and will call me tomorrow. I said I wanted it fixed and then we can talk about "Cheerfully refunded."

7/12 late afternoon. Gerald LMTC 12:30 to 4 PM tomorrow but didn't leave his number.

7/13 Laura Novak LM case manager will get a contractor to schedule an appointment ASAP and she'll call me as well to follow up.

7/13 Amy from Innovative Air Solutions, Tuckahoe, NY, called, said they're an authorized Carrier dealer, will have someone to house today I said I'm not there, how about tomorrow AM. She said 7 AM Friday. (914 793-7700) but I told her to bring a thermostat and she insisted I'd have to get any replacement thermostat from Sears.

By the way, they do not appear to be an Authorized Carrier Repair Center.

7/13 LM for Laura Novak explained circumstances with replacement thermostat, demanded a check for $12,000. And said that I take back the waiving of the cheerfully.'

7/13 Debbie from Sears LM said Innovative would be to my house. 888-673- 7881.

7/13 I called Debbie's #, spoke with April, who didn't know who Debbie was looked up my records, then put me on hold. After more than 7 minutes I was cut off.

7/13 I called back, spoke with Theresa, after 9 minutes on hold while she tried to figure out who Debbie was, then finding her, then speaking with her (Theresa's) manager, said it's a warranty department issue, I said no, I need to speak to Debbie because she's the one who set up the service call.

I said transfer me to Debbie, she said Debbie is at (despite the number Debbie left me) 800-893-1780, unit # 9505.

7/13 called that #, Kevin picked up, didn't know of any issues, didn't know who Debbie was (of course she never left a last name). After telling him the story he said there was no warranty on the thermostat and to call the warranty department.

7/13 Spent 8 minutes on phone with Laura Novak (paralegal) she thought they'd bring a thermostat, would speak with the case worker (Rachel) and get back to me she's not authorized to refund my $12,000 but will talk to me later about some sort of compensation.

7/13 I called Gerald Barnes (x12007, I overheard when I called the number for him) to tell him that the thermostat has a 5 year warranty, is NOT excluded under my service contract, but to not worry about it because the Sears legal department got someone to come to my house.

7/14 the guy from Innovative Air Solutions came to house took off old thermostat, gave me a temporary replacement (a programmable one not designed to work with the Infinity system). He had to spend an hour rewiring the air handler to accommodate the replacement, but said he'd put everything back when a replacement for the Infinity thermostat arrives. He said they couldn't return it to Carrier, they have to send it to Sears who would send it to Carrier and then would either send the replacement directly to me, or to Innovative. He said Sears is slow and it could take several weeks. I forgot to ask about the air filter and he didn't offer to replace it.

7/14 LM for Laura Novak asking her to expedite the replacement of the thermostat.

7/14 Ryan Mangroo called my home #, LM to see if the contractor had arrived and resolved the problem.

7/14 I LM for Ryan reminding him that he should call my work number during working hours, not my home number, and explained that I have a temporary thermostat and could he expedite the arrival of the replacement?

7/17 Mike from Innovative said he overnighted the thermostat to Sears, said he emailed Lynette and LM for Jillian, each of Sears, asking them to overnight a replacement thermostat either to him or to me, but suggested I call so it doesn't get lost in their bureaucracy.

7/17 LM for Laura Novak re above and told her that the replacement thermostat doesn't work well and is less efficient. It runs with the fan only on high, which blows cold air into the house, then shuts down, leaving the house way too humid. Also it's not as programmable so it's more difficult to manage temperatures when I'm not planning to be home, and the temperature is not constant from room to room, varying four or five degrees upstairs vs. downstairs, don't know why that is, as with the correct thermostat every room was within a degree.

7/17 Laura Novak left message for me she has followed up with expediting the thermostat overnight, she'll see if there's something she can do regarding financial compensation and replacement filters... but she didn't seem to make it sound like she understood that the filter was not an accommodation but simply giving me what I should have had from day one, and that the filter that came with the system, from the installer, is what Carrier specifically says not to use.

7/18 I called, spoke with Laura Novak she'll follow up with the folks in Florida (Sears) who should have the thermostat, will find out status and call me back.

7/19 Innovative Air Solutions called they have the thermostat, we made an appointment for the next morning at 8 AM.

7/20 the guy from Innovative showed up, replaced the thermostat, took about an hour to rewire the system (in attic and outside, as well as thermostat) and said it's all back to normal.

7/31 spoke with Laura Novak told her that they did replace the thermostat, but I still haven't received the air filters, and I reiterated that I am still expecting a refund.

She said that it does say on the receipt money back if not satisfied, and asked if I'm now satisfied since the AC works. I said that I remain unsatisfied because of all the trouble I've been through, that I cannot trust Sears to be there, answer the phone, find someone to do annual maintenance, schedule an appointment, and actually show up, after all I've been through. I further explained that I probably spent more than fifty hours on hold with Sears over the past year, and that I no longer wish to deal with them. I explained that this is the worst customer service experience I've ever had, and I do not expect them to improve to an acceptable level.

I explained that my parents have a local Carrier dealer who answers the phone when they call, and has given them no problems. And that I understand that they will probably want to take the compressor away in order to give me a refund, but that they won't be taking the ducts out of my wall, and probably not the air handler in the attic because it's more trouble than it's worth, but I would have a local contractor put in the compressor and service my system. She said she's authorized to give me a $50 gift certificate but knows that that's not realistic.

I said that I believe the money-back to be a contract and I expect it to be honored, and asked what has to be done. She said the attorney for the business unit, named Maria, was unavailable but she would check with Maria and get back to me.

I offered to fax or email my six pages of notes, and explained that the first batch of bad experiences wasn't documented because who bothers to keep track of stuff before you know it's going horribly wrong, but she said to hold off on sending the notes. I explained that if I have to sue, I'd probably have to hire an attorney, and while that would cost me, it would also cost Sears to litigate, and then they'd lose, because the six pages of notes strongly documents all my troubles.

8/1/06 Power failure a little after 8 PM. Power came back on at 1:30 the next afternoon. Thermostat set to 81 degrees. When I returned home at 4:30, it was 97 out and 83 inside. I turned thermostat down to 76 degrees. With the fan running on high all evening (set on auto) it was only 79 degrees by 10:30 PM. So since Innovative Air Solutions is probably not an authorized/trained Carrier dealer, I have little faith that when the technician rewired everything to accommodate the temporary replacement thermostat and then re-rewired it when the replacement Infinity thermostat came in, that he did everything correctly. It's possible that while the inside blower fan was on high, the outside compressor never ran in high-power mode despite the heat. And I have no way to verify his work because I'm also not an expert on Carrier Infinity systems.

8/3/06 Called Laura Novak she said someone is working on my issue, that she elevated it, and the person has already come back twice to her with questions. She said that she provided my list of issues. I pointed out that she'd heard only maybe a third of my issues, but she said that's what she forwarded on. I said that sometimes it's a negotiating strategy to just ignore the person and hope they go away, and she said she'd never do that. I said maybe it's the person she referred the matter to who might do that but she said no, and promised to keep on top of it, and would get back to me, possibly today, with further info. I did tell her about the A/C not cooling all that well last night, and said that I had no way to tell if the thermostat work had been done properly perhaps the A/C compressor is stuck on the low setting, not wired to allow it to go to the high setting when necessary. I also mentioned that I didn't think that Innovative Air Solutions was an authorized/trained Carrier repair center

8/3/06 Got home at 6 PM, it was 97 degrees out and 80 inside. By 10 PM it still had not cooled below 78.

8/4/06 Got home at 6 PM, it was 85 degrees out, and 78 inside (should be 76).

8/5/06 I discovered that no matter what the fan speed setting was on the thermostat, the system is not changing fan speeds. Clearly the thermostat is not wired properly.

8/6/06 LMTC for Laura Novak explained how I was more than patient with last year's failure to finish the job (attic insulation, et. al.) and that it took a call to the Department of Consumer Affairs to get the work completed. And that the thermostat replacement was NOT installed properly, I don't know if that's healthy for the system but clearly it's not working as it's supposed to and probably my electric bill is higher as a result. And that I should get a call back today to get this taken care of, because I believe that a promise to refund money if not satisfied is a promise to refund money if not satisfied, and that I'm WAY not satisfied.

8/7 Got home at 6 PM, it was 87 degrees out and 78 inside (should be 76).

8/8 tried several times to reach Laura Novak but she wasn't picking up her phone. Hitting zero on her voicemail didn't work. Getting home, at 6 PM, 83 degrees outside, 78 inside (should be 76).

8/10/06 I called Laura Novak and got through (after trying all week to get a hold of her). She said a letter went out yesterday overnight to say that they decided not to give a refund since for the last year my system was working properly until the thermostat broke. I told her that first of all, the system installation wasn't even completed until this past April, despite numerous phone calls, emails and letters, until I called the Department of Consumer Affairs. She said the letter refers me to a customer service manager named Rachel who will help me get someone to fix the system. And that she reviewed my file. I pointed out that my file, at Sears, doesn't show the forty-odd phone calls I made to the salesman, the installer, customer service, etc. to try to get the job finished last year. And that if Sears had to compensate me at the rate an HVAC technician is billed at, for all the time I've put into this matter, they would owe me more than the $12,000 I spent on the system. She confirmed that my contract did say Money Cheerfully Refunded if Not Satisfied. I said there's no asterisk that says Within a Year Only. And I pointed out that it should be evident that it's based on MY satisfaction, not theirs, because how could they be unsatisfied with my money? I also pointed out that I still don't have the air filter. She said they didn't want to send the filter if they were going to give me a refund so I still am running my system with the filter that Carrier says is not the right filter.

8/11/06 Received letter from Laura Novak (sent to incorrect address). LMTC for Rachel Cheek in AM asking her to call me to discuss this matter, as I don't feel that they had all the information when they made the decision not to refund.

8/14/06 LMTC for Rachel Cheek suggesting that if they aren't planning to refund my $12,000 then they ought to help their case by arranging to have someone who knows how to wire a Carrier Infinity system to come to my house, and that Friday would be good because I'll be home, and to please call me (I left my work #) and also if she gets my voicemail could she leave me her email address.

8/15/06 LM for Laura Novak to tell her that I've left two messages for Rachel Cheek, have not gotten a response, my A/C still doesn't work properly, that I've been more than patient, have no desire to go back through customer service hell and being told I've called the wrong people, being steered in a circle, not getting calls returned, etc. That I've been more than patient over the past YEAR but that my patience has worn thin, and that unless they call me to get my system fixed this week or agree to a refund, I have no choice but to exercise the legal remedies that I bent over backwards to try to avoid.

8/15/06 Rachel Cheek called, said Laura Novak told her that I called to say that my system still wasn't working (she didn't mention having received two messages from me herself). I said yes, that's true, and told her that I thought that they made a decision based on incomplete information, and she said then they'd reconsider so I got her fax # and faxed her my notes.

8/17/06 LMTC for Rachel Cheek to ask if she got the fax and what the status is.

8/21/06 LM for Laura Novak. Said that Rachel only referenced Laura's calls, but doesn't return my calls. That my A/C still doesn't work right, I still haven't received any air filters, nobody's contacted me to try to work things out so I guess I have to exercise legal remedies, which I didn't want to do, that it just costs each of us money and leaves everybody annoyed, that I've bent over backwards to try to avoid this but that Sears is not leaving me any choice. I again left my phone #.

8/30/06 I called Innovative Air Solutions to tell them it's not working right, and to ask if Sears ever told them this. She said she hasn't heard from Sears. I said they should send someone to fix things, and that I shouldn't have to pay for it. That Sears probably shouldn't have to pay for it either, but that's between them and Sears. She checked with someone and said she'd call me back.

8/30/06 Gary? called right back. He said that he doesn't think they'd have wired it wrong because it's color-coded, although not a standard set of colors. But that the wires are colored and so it's easy to wire the system. He said he can check with Carrier, although from what I describe it's possible that the thermostat is bad, that it wasn't programmed properly (by me) or that some other part of the system, like the air handler, was not wired right. Even though I told him that before the thermostat problems, the system appeared to be working properly, including temperature and fan control. He said he'd check with Sears but that if it turns out not to be his fault he wants to be paid, but that if they'd made a mistake it was his to fix. He also admitted that he's not an authorized Carrier dealer. And that Sears was supposed to pay him within 30 days and still hasn't but also owes him money from a year or two ago

9/5/06 I called Laura Novak she said she thought it was all taken care of, so she'll call Rachel to get her to fix the system. She said someone will call me back today.

9/14/06 LMTC for Laura Novak. Said I'll keep calling until everything's taken care of.

9/14/06 LMTC for Laura Novak, explaining that my A/C still isn't working properly and this is beyond ridiculous.

9/20/06- Ryan (Mangroo) from Sears LMTC 800 222-5030. I LMTC within two hours.

9/20/06 Inspector Ventorino called. Said he received a letter from Rachel Cheek saying that my sytem was working properly now (I explained how the thermostat doesn't reach the correct temp and the fan doesn't work at all speeds), that I declined the $50 gift card and box of filters (I explained that no, I declined the $50 as a settlement, and that I have continued to ask for the filters, but that they owe me a filter as it's part of the system and should have been installed at inception, and yet they still haven't sent one). I also explained that I sent my pages of notes to Rachel Cheek and that she ought to be aware that my system is not working properly. And I asked about the "Money back" and he asked me to fax a copy of the contract. Did so when I got home.

9/22/06 Ryan LMTC.

9/22/06 Inspector Ventorino called. Said he spoke to someone at Sears who said that Ryan called me at 9 AM this morning (he did and LMTC). He said Ryan was probably in the room when the person called, and that I should call Ryan at 407-551-5623 to set up an appointment. And that he said they should call Carrier to get me a filter, and that he's working on the idea of "Money cheerfully refunded if not satisfied "

9/22/06 LMTC for Ryan with my WORK #, said I'd be at work until 2 PM and then on Monday and was not reachable over the weekend, and asked him to leave a number that gets answered because I get only his VM when I call.

9/25 LMTC for Ryan, explaining that he should either leave me a number that he actually answers, and not just a voicemail number, or to keep calling until he gets me, because this phone tag doesn't do anyone any good. 9/26 LMTC for Ryan, explaining that he should either leave me a number that he actually answers, and not just a voicemail number, or to keep calling until he gets me, because this phone tag doesn't do anyone any good.

9/26 Ryan LMTC, I LMTC , explaining that he should either leave me a number that he actually answers, and not just a voicemail number, or to keep calling until he gets me, because this phone tag doesn't do anyone any good.

9/26 Ryan LM, said he'll forward my number to a contractor to make an evaluation.

9/26 Guy called, 845-267-6789. I called back, he said he was an authorized Carrier dealer and was left a message to perform a load calculation. I said I didn't know what a load calculation is, but that's typical of Sears I explained the thermostat problem, he said he's been dealing with Sears since 1999 and he calls once then calls their legal department, that he can't schedule an appointment now but will get back to me, that it sounds like he just needs to check the wiring. I made sure he understood that I wasn't paying, that Sears was supposed to pay him. He'll call me back.

9/27 Ryan called, we spoke and he said to call Guy, that he just spoke with Guy. I told Ryan that I know the system isn't working right because on Sunday I turned it off (System Off on the thermostat was displayed) yet an hour or two later I was outside and the fan on the compressor was running (it was 76 degrees inside the house according to the thermostat and the AC temp setting was 76).

9/27 I called Guy, he's scheduled to send someone 10/6 before 9 AM.

10/3 Ryan LM asking if I'd heard from the contractor. I called back and LM that we're scheduled for Thursday, that I'd be sending him a letter in response to his letter, and also said that the contractor is a possible resolution to only one of maybe four outstanding issues and to please call me (and I left my work #).

10/3 faxed letter to Ryan and to Inspector Ventorino.

10/5 AC guy showed up, spent two hours, tightened connections, and now at least the fan does operate at all three speeds. He also said that, contrary to my belief, the compressor does not have the capacity to operate at two different settings (high and low) but rather only the compressor cooling fan does. However Carrier's website says that the 38TDB does have a two-stage compressor:

"Two Stage Compressor

Two Stage Compressors are capable of two levels of operation, a low stage and a high stage. Properly sized equipment will operate 80% of the time in low stage, enhancing efficiency and comfort with lower humidity levels and quieter operation. It's like getting two air conditioners or heat pumps in one system." And "Technology Refrigerant Puron Refrigerant Compressor Two-stage reciprocating Cooling Capacity (tons) 2, 3, 4, 5 Pressure Switches High and Low"

He confirmed that I had programmed the thermostat properly, and that it should not have taken hours to cool the house down when it was set to be 76 degrees at 6 PM. Of course I won't be able to tell until next summer if it's working properly.

10/10/06 Ryan Mangroo called to ask if the service had been done. I said they came, tightened all the connections and now the fan, which wasn't working properly, appears to be working properly now. But that since it's not hot out, I can't be sure that the system is working properly, and won't be able to tell until next spring.

He asked if he could send a letter out to that effect I said you're free to send whatever you want.

I then reminded him that better than coming back in the spring, I have repeatedly asked them to refund my money based on their guarantee of money cheerfully refunded if not satisfied. He said there has to be a problem with the system in order to issue a refund. I said that's not what the guarantee states. He said that it's common sense why would they issue a refund if there's no problem? I said the LAW requires them to refund money if the system won't work, and that the reason they state their guarantee is for advertising to get people to buy because there's no risk as they can get a refund if they're not satisfied.

He said he'd ask his legal folks if they can do this and let me know either way. I said that if they say no I want the name of the person who made the decision because I've been asking for this for a long time. He said he'd get back to me.

10/12/06 Laura Novak called said she got an email from Rachel Cheek (Ryan's supervisor) saying that everything is now working properly and she wanted to check. I said that's typical, and is why I keep asking for my money back and reiterated that I'm still doing so. I explained to her that while they tightened the connections and now the fan appears to be working properly, I can't be sure the A/C is working right because it's not hot out. And that I'd have to wait until spring to know for sure. But that they should give me my $12,000 back. I said that this miscommunication on their part is a prime example of why I want a refund, and that I asked Ryan for a refund, and he said that it's only if the unit is broken, and that I'd explained to him that under the law they'd be required to give me a refund if it didn't work, but that I'm asking as per the guarantee of money cheerfully refunded if not satisfied, and that's different.

I explained to Laura that it took filing two complaints with the Department of Consumer Affairs to get them to send people to my house, and that I have ten pages of complaints/problems, and asked her if she would ask for a refund after all I've been through after a few seconds of silence I said "You don't have to answer that." Her response was "Thanks."

I then informed her that I know that someone at Sears had Googled: Shaun Breidbart Sears and that she knows that I haven't done anything to publicize my plight, I've kept this a private matter. She claimed she did this a while ago because she was looking for my phone # and only had my cell #. I said that I haven't given them my cell number, only work and home, and that it's in Sears' records. Of course the Googling was done recently and anyway why would she Goole my name PLUS SEARS while looking for my phone #?

Anyway, I made it clear that I am not threatening them or talking about doing anything illegal. But I also made it clear that I don't want to have to hire an attorney, that probably I'd get half a page into my complaint and the judge would say "I've heard enough" and I'd say "Your honor, that's only half a page of problems, I have ten " and I pointed out that I would have to hire a lawyer, so would Sears, that would cost them a couple of thousand dollars and then they'd lose on top of that, and that court proceedings are a matter of public record. And I suggested that I'd be willing to sign a confidentiality agreement if that's what they wanted, rather than sue. She said she'd check and get back to me.

10/17/06 LMTC for Laura Novak saying that Friday I am planning to meet with an attorney, and to please call me before then as once I involve a lawyer it gets expensive for both of us, and less friendly, and neither of us wants that, that I've bent over backwards to avoid getting my lawyers involved but I'm not left with any choice unless I hear from her before then.

10/24/06 I called Ventorino who said he spoke to Sears' lead consel Karen Boston who said that Sears has litigated (though not necessarily in NY State) and judges have ruled that Sears has the right to repair the equipment, and is not immediately required to issue a refund. I pointed out that we still don't know if the system works, that the tech clearly, by denying that it has a two-stage compressor, displayed a lack of knowledge of the equipment, and that since it takes Sears forever to respond, and even that requires tons of phone calls, that clearly Sears has abdicated its responsibility and should issue a refund. And furthermore, that just because their attorney says they've won litigation, doesn't mean they haven't also lost other suits on the same issue. But he said he sent her my info and she'd read it and get back to him, which so far has not happened.

I said I'd email him my notes (TAV4@westchestergov.com) on the tech's 10/5 visit.

He said that Ryan Mangroo left him a voicemail message on 10/12, that he immediately called back and left a message, and that he still hasn't heard back from Ryan Mangroo.

10/27/06 Ryan Mangroo called, asked what part was missing. I told him the air filter. He asked if I'd mentioned it to the techs who came to the house. I said I don't remember, but that I've told people at Sears many, many times. I told him the size of the filter and he said he'd check into it and get back to me. I said that I'd rather they simply refunded my money. He said they won't, because the system is working properly. I said that the last time it was hot, the system was not working properly, that their tech didn't find a problem to fix, and that since he didn't know about the fact that the compressor was a two-stage compressor, I can't say that he's the right tech for the system. And that there isn't any evidence that the system does work properly. He said they can't issue a refund. I said their guarantee says the have to, regardless of whether it's working. He asked why they would issue a refund when the system works (which I pointed out it does not), and I said he ought to address that question with the person who wrote the guarantee, and not with someone who relied on the apparently phony guarantee when choosing from whom to buy the system. He said they won't issue the refund, I said they will, but it apparently will be by court order, and he said that if that's what I have to do I said I bent over backwards to avoid litigation but they've left me no choice.

11/14/06 Inspector Ventorino called, asked if I got the letter he got, which said that I was copied on it. I said I didn't, and he said he'd fax it to me. As he read it to me I suggested that it was libelous as it contained material mis-statements.

11/17/06 responded to Ryan Mangroo's letter which was chock full of mis- statements and falsehoods sent copies to Inspector Ventorino, Ryan Mangroo, Karen Boston and Bill Harker, plus to the credit card company and in a new complaint to the NY State Attorney General's office.

11/20/06 Received two air filters shipped by Carrier, at the request of Sears Home Improvement (according to the shipping document enclosed with the filters). Of course they were THE WRONG SIZE While I had clearly told Ryan Mangroo the filters were 18 X 30, the filters I received (two of them) are 20 X 22.

11/29 at home received call from Steve 914 740-2071 saying that he wants to resolve the filter issues and wants to come measure. I called back, LMTC my work # saying measuring is okay but I work daytimes, and anyway if he wants to talk to me during the day he should call me where I am during the day

12/1/06 Steve again left a message at my house (despite my earlier request to have him call me at work during the day since that's where I am). I called him back and spoke to him he wanted to come over during the day; I said I work during the day. He said he had a part number for the filter he called Carrier and gave them the model number of my air handler. I said the filter isn't IN the air handler, it's in the ceiling and it's 18 X 30. He said that was an odd size, and I explained that that's what the installer put in the ceiling. I then asked if he were also supposed to look at the system. He said yes, and then I asked if he's familiar with the Infinity system, and he said yes. I explained about the thermostat, etc. and he agreed that it can't easily be tested when it's not hot outside. He said he'd look into filters and get back to me. I asked him to call my work # and he read the number to me so obviously he had it (though he'd called my home # during the day).

12/6/06 Steve called me back, said Carrier doesn't make filters in 18 X 30 but after we spoke about it he said he'd check and see if someone else makes the correct type of filter in that size. I reiterated that I was looking for a refund as part of my contract's guarantee he said he didn't think they'd rip out the system once they installed it. I said that "Satisfaction guaranteed only up until we actually do the work or your money back" isn't much of a promise. He agreed that it's tough to diagnose an air conditioner problem if it's too cold to turn the air conditioner on, but said he's in the area (New Rochelle) so that when spring rolls around we can solve this problem. I told him that the previous guy at my house, sent by Sears, didn't know that there was such a thing as a two-stage compressor

12/19/06 Inspector Ventorino LM and I called back he said that Sears said they've ordered filters. I said they already sent the wrong size and Steve said that Carrier didn't make 18X30 filters. Inspector Ventorino said that he was told that they'd order filters, possibly not from Carrier.

12/20/06 Steve (914 740-2071) LM about ordering filters from another manufacturer and wanting to get to look at my A/C for legal reasons.

12/22/06 Denise LM at my house during business hours (of course), said to call her at (800) 931-2306 X 41301. I doubt-checked the number she left because, of course, it's not a working number .

12/26/06 I called Steve and we scheduled an appointment for Saturday (he may try to stop by Friday, but I said to call first I might be home late in the afternoon). He said he's ordered filters to be made by a different manufacturer.

12/26/06 LM for Karen Boston that Denise LM (at my home during business hours, of course) with incorrect phone number, to please if people are going to leave numbers, have them leave correct numbers, that all these errors on the part of Sears just keep compounding, and that it will look increasingly bad in front of the magistrate or judge or NYS Attorney General for them to keep screwing up. So why don't they simply send me $12,233 and let me go on my way? I left my (correct) phone number for her.

12/27/06 Received a letter from AG's office telling me that since DCA is handling the matter, I should continue with them. I wrote back to explain that DCA said they didn't really have much power in the matter since Sears isn't licensed in Westchester.

12/29/06 DCA called I spoke to John Katzenstein (who had written the letter), explained about money-back guarantee, he said to fax him a copy of the contract, which I did.

-------------------

12/30/06 Steve showed up, looked at system, told me he ordered filters and would drop them off or have them shipped to me, and agreed that we really can't diagnose the system during the winter.

1/13/07 Received letter from Sears saying that since it's winter they can't diagnose the problem and therefore they deem the matter closed!

1/16/07 I called John Katzenstein he said they are pursuing the matter and have already contacted Sears and he'll let me know when he hears from them.

3/7/07 LMTC for Steve to tell him about the draft coming from the living room vent.

3/8/08 Steve LMTC, I LMTC.

3/9/07 Steve called. I explained about the draft from the living room duct. He said it's not unusual air could be circulating up into the return then through the air handler and down a vent, especially since the living room vent/duct is the largest. I realized that the LR duct is the one most directly below the air handler, so I agreed that I would just live with shutting off the LR vent in the wintertime.

5/29/07 I called Steve, explained that the new filters are 18 X 30 but they're too thick for the return, that I will call him later on in the summer to schedule someone to fix/replace the return so the filters fit, and I'm putting this off until it gets hot enough for me to tell if the system is actually working properly on hot days. He was okay with this

6/4/07 Tony at EuroComfort LMTC at my home # during business hours, said to call him at (914) 815-5555. I called and left my work #.

6/8/07 Heidi from Sears called to say that their contractor has been trying to get in touch with me. I said if leaving one message at the wrong number, and then not returning a subsequent call counts as trying, well then I guess they're trying. She agreed to have him call me at my work # on Monday. Heidi's # is (800) 222- 5030 X 5593

6/13/07 (Wednesday) Denise from Sears called me at home at 8:45 AM, said the contractor has been trying to get in touch with me. I repeated the above, and she said she could make an appointment. I asked how early they could get there. She said 9 AM. I said okay, next Monday or Tuesday would be fine, to call me at work to confirm a day.

6/13/07 Denise LM at my office (her # is 800 936-2306 X 41301) saying that Tuesday was good but they couldn't be there by 9 AM. I called back and left a message saying that an APPOINTMENT means a specific date and time, and not "Whenever we feel like showing up." That I am not taking a day off to accommodate their continued screw-ups, that this should be done at my convenience since they've had two years to make things right and they're still not done, and I suggested that they simply refund my money. I asked her to call me at work.

6/13/07- Denise called back, said that Tony, from County (I guess that's the name of the contractor's company) can't make 9 AM so she called someone else (MFB, 914 243-4737) and they can be at my house Monday 6/18/07 at 9 AM. She said the guy's name is Mike and his cell # is 914 243-4739.

6/18/07 At 9:15 they still hadn't shown up. I called their office # and it rang 20 times with no answer. I called the number that's supposed to be Mike's cell # and it's a fax machine. So I called Heidi, she called the company and conferenced them in, they said they were just about to call Sears since they got delayed on a job and couldn't make it until noon. I said no good, I have to work today, could we reschedule for 9 AM another day? They said tomorrow. Also, Heidi said that the number she has for them is different, (914) 779-3464.

6/18/07 I called MFB to confirm the appointment. I asked for earlier she said that she already has an 8 AM appointment but that they can finish there and get to my house by 9 (in response to my specific question, just to make sure). And that today's 8 AM appointment ran late which is why they couldn't make it by 9 today.

6/18/07 The thermostat is set to have the house at 76 degrees AT 6 PM. At 6:10 it was 78 degrees (and with all the shades closed, not that that should matter). Not to be picky but clearly something is wrong because before last summer's breakdown it was always exactly on. Took until a little past 7PM to get to 76 degrees (and it was only 79 degrees outside when I got home at 6 PM).

6/20/07 Mike came to house, spent around 2� hours, though much of the time he was on the phone; he also measured the dimensions of every room. He said everything checked out normal except the temperature of the coolant coming back to the compressor seemed a little low, which would indicate that perhaps the fan isn't cooling the air enough (if it did there'd be heat transfer to the coolant it'd be warmer). He said that if it's not reaching the correct temperature early enough I should just set the thermostat to go on earlier. I said NO NO NO, the purpose of having such a fancy thermostat (and paying all that extra money for it) is to AVOID having to do that, but to have the system know exactly when to go on. He discovered that the fan wasn't going onto the High setting, and asked me to let the house get hot and see if it goes onto High. I let the house get warm for 9 hours and when I returned the fan was on High (set on Auto). But when I tried to set the fan to Low it stayed on High. 6/20/07 I called Mike, told him about the fan. He said he'd check with the factory and get back to Sears. I gave him my work # and asked him to get back me also; he said he would. 6/21/07 I called Heidi, got her VM and LMTC (my work #) telling her that Mike came to the house, inspected, didn't fix the return to fit the filter, said he'd call the factory for advice and get back us, and that so far he hasn't gotten back to me. 6/22/07 Heidi LM at my house (5:30 PM my time) to ask what happened. I called her back said that I'd left her a VM message, did she get it? She asked me to refresh her memory, so I explained what Mike did and said I'd call him and get back to her, and I asked for her fax # (407 551-7206). 6/23/07 Mike called, said he spoke to the factory, and asked if I had the thermostat set on Smart (something). I said that should be automatic, there was no setting for it. I went to the thermostat and walked him over the phone through all the menus and showed that there wasn't such a setting to set manually. He said he'd call the factory and get back to me. 6/26/07 I called Mike, he said he hasn't been able to get through to the factory because they're really busy but he'll keep trying. 6/26/07 I called Heidi told her what happened and asked why nobody said hey, this started when the thermostat was replaced, let's try a new one. She said she'd call the Project Co-ordinator to see about getting a new thermostat. I said that would be nice, that I'd be willing to give Mike another day to talk to the factory but I don't want more of the same, saying let's look at it again and let's claim it's not a feature, etc. 6/28/07 Steve LMTC (914 740-2071) and I called back. He said that he's been speakig to Mike who is good with Infinity systems (I said he didn't know about the anticipatory thermostat, and Steve said that the system is 2 years old and Carrier is always making changes) and that he'll have Mike call me to schedule an appointment to check the system out (I pointed out he did this already), replace the thermostat if necessary and also deal with the filter issue. I said that he should bring a thermostat with him because I can't keep coming into work late because they need to keep coming back, and I told Steve about their no-show the first appointment we had a couple of weeks ago.

6/29/07 I called Steve He said he and Mike are working with someone named Basil at Carrier tech support, to try to figure out if it's the thermostat or the circuit board, and he said he'd get in touch with Mike again and get back to me. I said "Not to tell you how to do your job, but if I had a customer with a 13 page list of complaints, I'd replace every single thing that was replaceable to make sure to get the problem fixed "

I'm starting to think that instead of writing the date 6/29/07 I should write June 29, 2007 because it might take until the year 3000 to get this resolved

7/2/07 LMTC for Steve. Mike called me five minutes later to schedule an appointment said the factory told him there are secret ways to program the thermostat that aren't in the manual He's coming 7/3 at 8 AM.

7/3/07�Mike came, spent a couple of hours�did cut away the return to accommodate the filter. He spent 45 minutes on the phone with Basil from Carrier�said that the date was set at 2004 (the right date, wrong year). I said I didn�t remember having to set a year, but what difference could it make? July 3 is July 3. He said the actual problem was that the humidity was set too low, and the way it controls humidity is to run the fan at low, so the coils get really, really cold and more water drips off. So he set the humidity to a more reasonable number. He said that Carrier also tried to suggest that instead of setting the time for 6 PM we set it for 5:30. I said that was completely and totally unacceptable. Anyway, the range of humidity is settable only from 45%-55%, not a large difference, and anyway why wouldn�t the smart recovery know just to kick on earlier if it�s too humid? Aside from which, the problem was noticeable in June�not only on a 95% humidity, 95 degree day in August, but also in June when it wasn�t that wet outside� We�ll see if it works. Oh, the thermostat was left on Hold and I couldn�t see how to turn it off. LMTC for Mike, he said it was that way when he showed up (don�t think so) but that I should be able to just hit the Hold button to turn it off. Perhaps�I was in a hurry to catch the train after he left so maybe I just missed something. Will see when I get home.

7/26/07�LMTC for Steve�told him that the only two times I�ve come home by 6 PM the temperature was not at 76 degrees as it should be�that yesterday when it was only 81 outside it still wasn�t 76 inside (was 78 or 79). And that if he�s read all the problems, all 15 pages, he should realize that I�m the most patient man in the world but there are limits even to my patience, and this is it. Get someone to fix the problem once and for all, I don�t care if you have to get the president of Carrier in there, but get someone who can fix the problem, for good, one last try, or get me a check for $12,233 and you can get your equipment off my lawn. But that�s it, enough is enough. I�m off work next week so he can get someone in then, but let�s get this fixed or get me a refund. Period.

7/26/07�Steve called back, he�ll call Carrier to see what we can do, and will get back to me.

7/27/07�Steve called, said Carrier (Chris Albert or Basil) will call me to discuss. Said he gave my home and work #s since I�m on vacation next week. I said they always have the option of refunding my money�he said that�s not his area he�s the project co-ordinator. I said take it all the way up the line, wake up Ed Lampert in the middle of the night and have him come to my house with cash if that�s what it takes but if this isn�t resolved in the next few days we will be in court.

7/31/07� Steve LM asking if anybody had gotten back to me about what he called a thermostat programming problem.

7/31/07� I called Steve, said nobody has gotten back to me, that I prefer that he not refer to it as a thermostat programming problem since we don't know what's wrong and that makes it sound like it's my fault, and in this whole mess the only thing my fault is how much patience I've displayed. I said I am not going through another entire summer with this and then be told we have to wait until next year, that my deadline is Friday at which point I'm going to court... or he could save us all a lot of trouble and legal fees and find out who can issue a refund and have that person contact me.

7/31/07� Steve LM asking if anybody had gotten back to me about what he called a thermostat programming problem.

Friday 8/3/07 4:20 PM. Steve called to follow up, implied that he got an email from Carrier saying that they'd contacted me. I said nobody has called and there are no messages on my answering machine. I said that what's happening is exactly what I told him would happen� that they'd delay and delay and then it'll be the end of the summer and they'll say it'll have to wait until next year. I said this is unacceptable and for him to find out who can give me a refund. He said he didn't know who that would be� I said just keep going up the chain of command until someone has the authority. And that the only reason they haven't been sued yet is that I didn't have time to go to the courthouse today.

8/3/07 4:35 PM Steve called back, said he spoke to them and they just weren't able to get together this week to arrange things. I explained that this week I was off work and they could've come by� next week I'll be at work and they'll have to be here either before or after work, because I have to earn money to pay for things like air conditioning.

Friday 8/3/07 4:20 PM. Steve called to follow up, implied that he got an email from Carrier saying that they'd contacted me. I said nobody has called and there are no messages on my answering machine. I said that what's happening is exactly what I told him would happen� that they'd delay and delay and then it'll be the end of the summer and they'll say it'll have to wait until next year. I said this is unacceptable and for him to find out who can give me a refund. He said he didn't know who that would be� I said just keep going up the chain of command until someone has the authority. And that the only reason they haven't been sued yet is that I didn't have time to go to the courthouse today.

8/3/07 4:35 PM Steve called back, said he spoke to them and they just weren't able to get together this week to arrange things. I explained that this week I was off work and they could've come by� next week I'll be at work and they'll have to be here either before or after work, because I have to earn money to pay for things like air conditioning

8/6/07�MFP called, said Carrier can�t make it until at least next Monday, and then not at 8 AM, more like 10 or 11 at the earliest. I said both the delay and the time are unacceptable�it�ll have to be after 6 PM since I�m not taking more days off for this, and that I�d call Steve.

8/6/07�I called Steve and said to have someone authorized to issue a refund call me TODAY before 5 PM because this is way beyond enough, and I will file a lawsuit tomorrow if I don�t hear from him.

8/6/07 LMTC for John Katzenstein of NYS AG�s Office. He called back, asked me to send him an update. I said I�d fax it in a day or so.

8/7/07 Basil LM at my home (during the day) saying he�s trying to get a hold of me but he didn�t leave a #. I called Steve, who said he didn�t have Basil�s # but gave me his email address. I sent him an email with my work # just to be sure he has the right one.

8/8/07�LMTC for Steve�still haven�t heard from anyone regarding scheduling a visit to my house to fix the A/C and this is getting worse and worse and worse.

8/9/07�Basil Needham LM at my office- saying he�s been trying to reach me for four days (of course he previously left only one message�and that was at my home during business hours). He said to call (631) 501-5740 and ask for Basil. But it�s a recording�I dialed by name, got a reference to Basil Needham�then when it �connected� me it said I had to call a different #. I called back, got an operator who told me that she can�t connect me to him, that I had to call (800) 973-3345, and that she�d been complaining that she can�t connect people to him but that nobody�s fixed the problem.

8/9/07�I called (800) 973-3345 and got a menu system� had to go through four levels of menu to get put on hold� to get someone who�s never heard of him.

8/9/07- Tried again, pushing different buttons (warranty instead of tech support), get a guy in Syracuse who�s never heard of him� but looks him up in the directory, says to call the same 800# and ask for tech support�It�s nice to know that Carrier is apparently as screwed up as Sears when it comes to telephones.

8/9/07�So I tried again, trying tech support then dealer with the menu options� while one guy was looking for his # my other line rang, and it was Basil. Spoke to him for 37 minutes�he suggested several possibilities�the setting on when Stage 2 kicks in, or possibly that there�s not enough or too much refrigerant. Or some other thermostat settings were changed from the default value. He�ll call Steve, tell him what he thinks needs to be done, and hopefully Mike will show up and take care of things.

8/9/07�Steve LM, said he got an email from Basil and Basil said he went over stuff with me and suggested various things be checked. Also Steve seemed to imply that he thought I�d run the system without a filter�I called back and LM that I�d never run it without a filter, that he should set up an appointment to have someone do what Basil suggested, but that enough is enough and if they can�t get it running that they cut me a check for $12,233 which I think I�m due regardless because I�ve been asking for a due refund for a long time now.

8/10/07�I called Steve, said he�s emailing Basil to set an appointment and was going to call me. I said before work is fine, after work I won�t really know next week�s schedule until Sunday. He said he�d get back to me.

8/13/07�Ralph from Carrier called, says Basil is on vacation but he has a company in Mt. Kisco that he wants to look at my system, to email him my contact info. I did so, and reiterated that it would have to be accomodating to my schedule since I�ve missed so much work already for this.

8/13/07�Got a message from Donnet at MFB asking to schedule a visit to my house.

8/14/07�LM for Steve�because I don�t think that MFB is in Mt. Kisco so I don�t want to schedule a visit for the wrong company and then have Sears and the company get into a fight over payment, with me stuck in the middle.

8/15/07�I called Steve�He said he emailed Ralph and hasn�t heard back. I told him I am making a formal request for a refund and as the Sears customer service rep that I�m dealing with, to please talk to whoever he has to talk to in order to get me my $12,233 because this has gone beyond rediculous. He asked what I�d talked about when I spoke with Basil and I pointed out that that conversation was a week ago. And that I want a refund. He said he�d talk to his boss.

8/15/07�Steve called, said he heard from Ralph and that Carrier wants to send Joe from Mt. Kisco Mechanical to look at my system� but Steve doesn�t have Joe�s # but will try to find a way to get in touch with him so we can schedule something.