DEAR SUN SPOTS: A friend recommended that I write to you to see if you can help me with a huge problem I am having. I haven’t seen problems of this type in your column, but it’s worth a try.

I purchased a refrigerator from the Brunswick Sears in December, and when it was delivered, the men damaged my house. The full-length screen on my back door was damaged, the stairs to the deck were gouged, the woodwork inside was gouged and, worst or all, they broke the corner off my granite counter top in the kitchen.

I have witnesses to the damage. 

I have been given the runaround trying to get this resolved, but all I’ve received is lies and false promises. — No Name via email

ANSWER: Sun Spots usually has little luck when dealing with national companies, but she was hopeful in this case when she talked to Bill, the salesman who worked with you, remembers you and is now a manager. 

Bill explained that the deliverymen are not Sears personnel, but rather independent contractors. (This practice is becoming more common as a way to save money and avoid paying drivers for downtime.)

He said that the insurance company for the contractor contacted you, but at that point the process went astray. Maybe you weren’t clear on who they were or what you were supposed to do, but apparently the insurance company got the idea that there was no issue.

Bill said you have made efforts to restart the process, but it is no longer a Sears issue but a matter for the contractor and their insurance. He said the store manager would have all the information, and he would check with him and get back to Sun Spots, which he did not.

Sun Spots expected as much.

When she called Bill back, he said the issue had been referred to Sears national media relations, and they were supposed to call Sun Spots. If they do, she will start buying lottery tickets, because it never happens.

However, the failure to contact Sun Spots doesn’t mean they won’t do anything. They may follow up with you to avoid possible bad publicity. (If they do make things right, please let Sun Spots know so she can give them credit in the column.)

In addition, you can also call the Consumer Protection Service of the Maine Attorney General’s Office at 1-800-436-2131 (9 a.m. to noon Monday through Thursday), [email protected], Attorney General’s Consumer Division, 6 State House Station, Augusta, ME 04333.

Maine has a very strong consumer protection law covering most products for four years. Your situation is a bit different, but they may be able to help you.

And, finally, you can call your homeowner’s insurance company. There will probably be a deductible, but you might be covered. Or your insurance agent might be able to track down the other insurance company and get the money from them, so they don’t have to pay — just like when you have an automobile accident and the two insurance companies work out the payments.

While the column is on the topic of appliances, Sun Spots would like to get on her soapbox and remind readers that the lowest price is not always the best price.

Over the years she has bought many things from big box stores but now, if at all possible, she patronizes her local appliance store in Winthrop.

For example, she recently bought a new stove from them, ignoring Mr. Sun Spots’ griping about the $50 or so she might have saved elsewhere.

The new stove worked beautifully, but one of the burners was deformed and the pots wouldn’t sit properly. She returned to Dave’s, where the salesman (who has worked there for 15 years) immediately recognized her. He took her back to the parts man, told him to order the part and not charge her. A week later she picked it up. Done. 

They have their own delivery and repairmen. When her dryer died, she called the store and they sent out a repairman. There was no fumbling through a computer voice system or looking up 800 or model numbers.

Sun Spots thinks that often the managers of national chain stores, who live in Maine, want to do the right thing but are limited by company policy or their franchise agreements, which is why they won’t talk to her.

On the other hand, local appliance stores are extremely motivated not to appear in a negative light in the community (or Sun Spots!) and will jump through hoops to make things right.

Here are some of the local appliance stores readers might consider patronizing:

* Agren Appliance, 40 Minot Ave., Auburn, 800-335-0235; 313 Main St., Norway, 207-743-0601; and 78 Mallett Drive, Topsham, 207-725-0644

* CJ’s Appliance, 279 Titcomb Hill Road, Farmington, 207-778-3375

* Dave’s Appliance, 59 Central St., Winthrop, 207-377-8858

* Gediman’s Appliance, 1822 Lisbon Road, Lewiston, 207-786-5555

This column is for you, our readers. It is for your questions and comments. There are only two rules: You must write to the column and sign your name (we won’t use it if you ask us not to). Please include your phone number. Letters will not be returned or answered by mail, and telephone calls will not be accepted. Your letters will appear as quickly as space allows. Address them to Sun Spots, P.O. Box 4400, Lewiston, ME 04243-4400. Inquiries can also be emailed to [email protected].