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The temperature was not over 90 degrees, but it was in the 80s. It was really hot and uncomfortable. I kept calling to find out the status of things and that was when I found out that this company was in Orlando. The 2 10 rep said they had no idea and that the company had said that they take calls from Jacksonville. I was like, "Oh my God. Are you kidding me?We’re dying here.

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A quick Google search found hundreds of additional complaints, many with similarities to Torine's experience, many citing confusion over the company's name. We asked CCHS to investigate Torine's case. A few hours later, Torine got a call from the repair company, which said it had a long conversation with an HMS rep. The parts were in and an appointment was set for two days later. Torine said then heard from a CCHS senior claims manager, who said she would be handle everything. The manager also discussed the repair cost. The company would give a $325 "gesture discount," but it would still cost $1,000 to cover the repairs. Torine didn't care anymore. He just wanted the AC fixed. We asked CCHS what happened, but the answer back came from Sears. A Sears spokeswoman apologized and said she was watching the case "very closely.