An installer contracted by Sears damaged my wiring and cut a hole in my wall during a d...

GetHuman1021645's customer service issue with Sears from August 2018

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The issue in GetHuman1021645's own words
An installer contracted by Sears damaged my wiring and cut a hole in my wall during a dishwasher installation. I purchased the kitchen suite from Costco and a company called innovel contracted "Cervantes electric " out of Grandview Washington to do the install. *Cervantes Electric Service LLC***** Summit Dr.** Grandview, Wa. *******Phone: ***-***-**** ** *****August **, *******Mr. Chris Hall****** Monterey Drive ** Pasco, Wa. ******** Claim * **********Dear Mr. Hall,***This letter is to follow up on a claim you submitted for damage to your property as a result of a install that we made on July *, **** and August **,****.***We are under contract with Sears to deliver merchandise that is purchased from Sears*Costco and install, and we are committed to do this without damage to merchandise or your property. Unfortunately, not withstanding our best efforts, damage occasionally occurs.***In those cases when a claim is filed, we are committed to investigate the claim to determine our liability, and where we are liable, to use our best efforts to resolve the claim as quickly as possible using a common sense approach that takes into account our legal liability as determined by local law, and the value of your business relationship. This necessarily means considering the present age or condition of the property.***In this case Cervantes Electric Service LLC concluded having no liability for the damages claimed based on the specific reasons listed below:***On ********** we arrived to the Hall residence to replace a dishwasher. Tech Put the existing dishwasher in the drain cycle to remove any residual water. It pumped out water. When pulling the old dishwasher out of the space some **-* AWG Romex came out of the wall. Tech isassuming that the person who initially installed the existing dishwasher during construction pushed the Slack into the wall which is common. The tech noticed The existing **-*AWG Romex had been taped in several spots. Some tape was electrical insulating tape covering slices in the outer protective sheath that was existing. Other tape on the cable was masking tape, this was probably applied to the cable during the painting process to protect the cable from over spraying. Other than the slices in the outer protective sheath Tech didn't see any compromised conductors. The tech continued to install the dishwasher, plumbed and leveled, lastly Tech ran the new dishwasher and it functioned properly. Everything was great when He left the Hall residence. **On ********** we arrived to the Hall residence with an order to replace the dishwasher that we had installed on **********. Customer stated it just quit working. Tech attempted to run the dishwasher with no luck. Tech proceed to uninstall the dishwasher and before removing the wires out of the terminal housing Tech tested for voltage. The dishwasher was still in place underneath the counter. Tech placed my leads across the hot (black wire) and the equipment grounding conductor (bare copper) and my volt meter read ***V. Tech went into the garage and switched off the circuit breaker that was labeled dishwasher. Tech went back to the kitchen and tested the conductors again to verify lack of voltage. Tech proceeded with replacement of the dishwasher. After the new dishwasher was installed tech turned the breaker back on and attempted to run the dishwasher, nothing happened, it would not start. So Tech removed the terminal housing cover to expose the wiring. Tech checked hot to ground and read ***V and then Tech checked hot to neutral and found **V. Tech then uninstalled the dishwasher to check the existing building wiring for damage. Only damage Tech seen was already there. Tech opened up the hole it was passing through from the wall to see if the damage was hidden In the wall. Tech was going to install a outlet to make the appliance a cord and plug but the cavity the wire exited had some plumbing drain pipes In The way so Tech was unable to do so. With further investigation Tech proceeded to Ohm the conductors and the only wire that did not have continuity was the neutral wire. Tech informed the customer that without the neutral wire Tech was unable to install the appliance safely and that he's going to be charged for replacement of the entire cable. Somehow, somewhere in the wall the neutral wire got cut. Maybe the electricians pounded a staple to hard in the wall that squeezed the copper so thin that it broke during the operation of the dishwasher we Installed on **********. Cervantes Electric Service LLC is not responsible for poor workmanship In the building wiring that serves the dishwasher that was installed during the construction of the home. It is not humanly possible to break the continuity of the neutral conductor by pulling slack that was stored in The wall cavity. During the Home construction phase it is possible that a staple was driven to deep that supports the cable in the wall or sometimes we’ve seen where the plumber accidentally nicks the cable while drilling framing Members to install the water and drain lines in the walls. ***Again Cervantes Electric Service LLC is In no way responsible for the construction of the Hall residence. ***We pride ourselves on taking every measure possible to prevent damage to a customer’s home. ****If you have any questions please contact our office at the number listed above.***Sincerely,***image*.png**Vanessa R. Cervantes **Owner**Cervantes Electric Service LLC***Cc: Sears Home Claims**This is the email the wife of the installer sent me. Cervantes came to do the initial install on July *th ****. Mr. Cervantes tested my original dishwasher to make sure electric worked and that the water drained before attempting to setup the new dishwasher. After getting the old dishwasher detached and out from under the countertop he pulled the large wires that were in the wall for more wire to work with ,I'm assuming, not sure why else he would pull on it. However when he pulled it was a hard pull and a lot of wire came out of the wall but not easily, the wire did pop out fast and hard as if it had been hanging onto something and it finally broke gave way. Mr. Cervantes then hooked up my brand new dishwasher and it didn't work. Mr. Cervantes said" it must be damaged if I were you I would call Costco and order a replacement ". I called Costco right then with Mr. Cervantes sitting on my kitchen floor still trying to get the washer to work. Costco asked me how do I know its damaged, I said I don't, Cervantes electric is here and they said it doesn't work so it must be damaged because my old one worked fine. Costco sent me new washer on August **th **** and Mr. Cervantes again set it up but found out it too didn't work. He then said " I better check something here that I probably should have done last time". He then used his multimeter to test the wires for the current. One of the three strands tested that the line was broken so the current would not run through it. I then said " all I know is my old washer worked fine and when you pulled that wire out of the wall like that all of the sudden the new one will not work, you probably broke it when you pulled it,not saying you did it on purpose but it happens".Mr. Cervantes said" you're probably right". He then continued to say he really needed to get into the wall to look around and see what's broken but he didn't have time because he was behind a bit already and had more jobs to do that day. He then used a saw to cut a hole in my wall and look around for where the damage was I'm guessing. Mr. Cervantes was the only person doing this install,However his wife Vanessa wrote a letter as though she was there,which she wasn't and she also takes it upon herself to speculate about the construction of my home and the poor quality of it as well. I had my house built in ****,its not an old house . She told me she called innovel and that they said they will not cover these repairs and that I would have to hire a different electrician or her husband to do it as a totally different job. I called Costco and told them what she said and Costco called innovel to see what was said. The Costco representative said he spoke to the exact woman that Vanessa Cervantes spoke and that woman said she never told Vanessa that at all. Then I get this email from her. This is not professional. I need the damage to my electrical fixed,the hole in my wall fixed and still need my *nd brand new perfectly functional dishwasher to be installed.
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Sears

Customer service issue
Reported by GetHuman1021645
Aug 22nd, 2018 - 3 mons ago
I have an issue with Sears too
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Aug 22nd 2:47am
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Aug 22nd 11:05am
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Aug 23rd 3:48am