Troubleshooter: Wake County home owner left with massive repair bill after washing machine leaks

KNIGHTDALE, N.C. -- After a new washing machine was installed, it caused thousands of dollars' worth of damages to one man's new home and he says Sears refused to pay.

When Gian Custodio couldn't get the damages covered, he turned to ABC11 Troubleshooter Diane Wilson.

"It leaked through the light fixture, right beside it, around the air filter, and through this whole corner right here," said Custodio pointing to the water damage throughout his new home. "This was literally a week into us buying the house."

The water leak all stemmed from a new washing machine Custodio bought and had installed by Sears. Once installed, he said they ran the washing machine to make sure it worked. It was then that Custodio said the water started pouring out of the machine -- filling the room with water.

Custodio called Sears and said a technician discovered the washing machine was not properly installed.

"Basically, what the problem was an elbow joint in the back of the washer," he said.

Custodio said a rep did come out to access the damage, but weeks went on, and there was no resolution about who would take care of the damage.

"[I was] calling Sears over and over and over. It got to the point where I was calling them daily," said Custodio.
Meanwhile, the water damage was still not fixed.

"That was my biggest concern, having to walk in here three months later and having to deal with mold," said Custodio. "I was just frustrated at this point. I just couldn't get it in my head as to why no one had moved anything toward my side."

Custodio got me involved and I reached out to Sears. It didn't take long for Custodio to get a check for more than $8,500 to take care of the water damage.

"I'm just happy," he said. "I'm just really happy we're finally done with it."

Besides being happy he got the money to make the repairs, the repairs are happening now so it won't be long before Custodio can finally enjoy his new home.

Sears worked directly with Custodio to resolve the issue.

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