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Sears Carpet Cleaning

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Bait and Switch and Totally Not Worth the Money Paid
Posted by Gddeeupmama on 03/21/2013
MANASSAS, VIRGINIA -- After checking several different companies, I decided to give Sears Carpet Cleaning a call. They quoted me a price and I asked what it included and also checked to be sure there wouldn't be any other charges. The two men showed up a little late. Then they told me it would be almost double what I was quoted. I told them no that I wasn't going to pay that and that they could leave. Then they came down by about $100 still $100 over what I was quoted. Given the time I had already spent waiting for them (it's a rental so it was not convenient to just sit there and wait again), I said fine. How I wish I had just made them leave! The carpet didn't look too much different than when they got there. In addition, they ran all the used water out in our yard and driveway.

Some time after that day, I got a call from their customer service people asking how I liked their service. I gave them my honest opinion and thought maybe a supervisor would call me back. Nope, not a word. They obviously don't care about their service and I will never use them again for any cleaning or installation service because if they don't care about one, they won't care about any other service they provide either.
     
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Posted by SearsCare on 2013-03-21:
Dear gddeeupmama,

My name is Edwin and I work with the Sears Social Media Escalations team. Please accept our sincerest apologies for level of service retendered in reference the carpet cleaning and for not getting a call back. We’d like to talk to you, and to see how we can be of additional assistance. Please send the following information – contact #, screen name (gddeeupmama), phone # used at time of purchase to SMAdvisor@searshc.com. We look forward hearing from you soon.

Thank you,
Edwin C.
Social Media Moderator
Sears Social Media Support
Posted by Reggie Payne the manager who forces you to upsell on 2013-05-11:
I worked for Sears and I was one of their highest upsellers...I could take a bill from $214 dollars up to $900 plus dollars....WE push to upsell because we have managers threatening our job and also telling us to fight for our paychecks. Reason for the upsell. The Sears is located in Lorton
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Unsatisfied Customer
Posted by Theoaklandlord27 on 11/20/2011
BALTIMORE, MARYLAND -- I am completely dissatisfied with Sears home cleaning service customer service. I ordered and scheduled carpet cleaning, air duct cleaning, and upholstery cleaning through the Sears website. I put all of my correct contact information (address, phone, etc) into the Sears database. Both the carpet cleaners and air duct cleaners got the wrong address for my home. They both called me to get information about how to get to my house. I gave them both the correct information. I was surprised that the Sears database did not print my contact information for their cleaners. Someone copied the wrong city in the place with my address. The representatives went to another part of Maryland that did not correspond with the address I inserted into the database.

The carpet cleaners eventually made it to my home. Then, the air duct cleaners called and said he was on the way to my home. Shortly thereafter, a representative from Sears main office called and informed me that the air duct cleaner would not be coming to my house for the scheduled service because the air ducts are suppose to be cleaned before the carpet. Mind you, I ordered all of these services at once expecting the Sears scheduler to schedule the appropriate services at the right time. Come to find out, the scheduler scheduled carpet cleaning before air duct cleaning and this created a conflict. The carpet cleaner was scheduled before the air duct cleaner.

I was very upset with this news because I rearranged my schedule to receive these services. The representative was insensitive to the fact that they were inconveniencing me, disrupting my schedule and were not providing me with good customer service. When I called to speak with a manager or supervisor, a representatives over the phone said "this does not make any sense, I can do the same thing as the manager" in a rude and unprofessional tone after I informed her that I would like to speak with a manager. The representatives at the main Sears office have been unprofessional at other times. My aforementioned experience was the last straw.

The manager said that he was going to call me back once he got more information about the situation and he informed that a customer compliant specialist would call me. No one has called me about my experience. I would have cancelled the carpet cleaners but the cleaners were polite and professional (at first). Then, they started arguing throughout the job and I think this impacted the quality of cleaning I received. One of the guys walked off the job because he was upset with the other worker. He later came back. Overall, I am completely dissatisfied with my experiences with Sears home cleaning services.
     
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Posted by Skye on 2011-11-20:
Sounds like nothing but errors on their part. Thanks for warning others and sharing your experience.
Posted by Venice09 on 2011-11-20:
The only thing good about this is that someone knew enough not to clean the carpet before the ducts. It's a shame it wasn't scheduled properly in the first place. It might have actually gone well.

If only Sears could get its act together...
Posted by ok4now on 2011-11-22:
Your first mistake was calling Sears. Read the numerous negative reviews on this site. I simply don't trust them. SearsCares will chime in shortly for damage control. Good luck.
Posted by SearsCare on 2011-11-22:
Dear theoaklandlord27:

We are so sorry that you had such a difficult experience getting your air ducts and carpets cleaned. I can understand your frustration with changing your schedule to accomodate this work and finding out that your address was not input correctly in your database record. My name is Susan with Sears Social Media Support team. We would like to look into this situation further and offer our assistance toward a resolution.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the carpet and air duct cleaning was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (theoaklandlord27) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,


Susan R.
Social Media Moderator
Sears Social Media Support

Posted by Schwartz, A on 2013-09-26:
On August 31, 2013 I had Sears service come out to our house for duct cleaning and cleaning out the dryer vent. At the time, I was at the hospital with my husband who was undergoing cancer treatment. The hospital required the vent cleaning as part of the safety plan at home, because of my husband's compromised immune system. We were given the choice that for an extra $400.00 dollars they could also use an air freshener. My house has always smelled fine and I decline the offer due to the extra expense and to protect my husband from airborne chemicals.
Our adult daughter was at our house to receive Sears. The people that showed up were not Sears employees. Sears had contracted the work out to an unknown company. The man who showed up to do the work was afraid of my small dogs, so my daughters put the dogs in the office. As a result, the vent in the office was not cleaned. When we returned from the hospital a couple of days later, there was an awful, musty odor in our house. I called Sears and told them about the problem and they sent the air duct cleaning company back to see us.
The man who showed up was rude and abusive. He told me that the smell was not his fault. Although I keep my house immaculately clean and my dogs have been with us for many years, he complained that the smell was my fault for owning dogs. He said " that Americans are crazy for thinking that dogs are human and letting dogs live indoors. Dogs are disgusting animals and should be kept outside, where they belong." He also added that cleaning the office vent was not his responsibility because he is under no obligation to clean a vent where there is a dog." The dogs could have easily been moved to another room. At my insistence, He finally cleaned the office vent but did nothing about the odor.
Today, 9/26/2013. I called out our Air Conditioning company because half the house was feeling warm. He told me that the Air duct people had not bothered to change the filters when they cleaned the vents, so both filters were very clogged. In addition, they neglected to turn off the AC when the cleaned the dryer vent, so the coils in both AC units were clogged with dryer lint.
When I called Sears to complain They told me that they are not prepared to do anything about it nor will they reimburse me for the bad service!
DO NOT USE SEARS SERVICES FOR ANY KIND OF MAINTENANCE SERVICE. THEY CONTRACT THE WORK OUT TO THE LOWEST BIDDER AND YOU HAVE NO IDEA WHAT YOU MAY BE IN FOR. I WILL PERSONALLY NEVER USE SEARS AGAIN!!!!!!!!!
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Sears Carpet cleaning is horrible and a ripoff
Posted by Fefairtoall on 12/06/2010
ALEXANDRIA,, VIRGINIA -- If you are planning to use Sears Carpet cleaning Services-Alexandra Virginia, PLEASE STOP. Look elsewhere. YOU WILL REGRET IT. This is the worst carpet service you will get. Read reviews others have written to make sure you learn from experiences of others. Do your research and read several reviews before calling them.

(1) When I called they promised a truck mount service but they send in regular cleaning equipment.

(2) They changed my time of arrival based on their schedule rather than agreed time.

(3) They are engaging in a Bait and switch strategy. They will quote you a low price, and once they are in, they will start adding extra areas to inflate your bill. Do not get fooled by their coupons. You will pay at least $100+ on top of their quoted price.

(4) Aggressively ask you to use their expensive deep cleaning $40 to $60 services, even if you do not need it. If you refuse to take their service, they will deliberately not clean your carpet thoroughly implicating that this all they can do with the services you are paying for.

(5) Carpet treatment $50 to $70 even if you do not need.

(6) The so called “blue crew” is better trained by Sears to be aggressive salesman rather than cleaning carpets. They were not professionals as you would expect from Sears. You are paying a premium price for terrible service.

(7) They are always in a rush. They cleaned my 3 bed rooms, a living area, and den in my town home in 30 to 40 minutes minutes. DO NOT EXPECT THEM TO MOVE ANY FURNITURE. They did not even move a single item. For that service look else ware. They did not even clean the closet demanding more money at every step of the way. I could have done a better job renting a carpet cleaner and doing it myself.

(8) If you point out things that they have left out, they keep pointing it out to you the services you did not buy from them. The carpet could have only be cleaned if you were to agree on all the expensive and unnecessary add-ons

Solution: Just complaining and writing reviews is not enough. If you read this review and still called Sears to clean your carpet, follow the guidelines to help you get a fair price and great service you deserve as a consumer.

(1) If you feel that you are pressured and you are taken advantage of, if possible, refuse service. If several of customers do this, I feel they will change their business practice. If we refuse, what can they do? The pressure now is on them to negotiate and provide you with professional service we expect from Sears.

(2) Wait five minutes before you agree to accept and sign any agreement. BE CAREFUL. Leave the room to get your thoughts. DO NOT SIGN. COUNT TO 10. DO NOT AGREE TO ANY THING.

(3) If you feel you are in a time crunch and you need to clean the carpet because you are moving out or in and you do not have extra time, Call the office to complain right away. However, do not be too optimistic that that the management are any different. However, the “blue crew” will be on defensive.

(4) Complain to Better Business Bureau.

(5) Write a review so others can benefit from you experience.

(6) If you have better ideas how to deal with these scumbags, please let others know.

Once again, do not call Sears Carpet Cleaning Service of Alexandria Virginia. Find someone else to clean your carpet.
     
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Posted by SearsCare on 2010-12-06:
To fefairtoall,
First allow me to apologize for the delay in responding to your post. My name is Dianne and I’m part of the Social Media Support Team and I’m sorry to read about the problems you’ve encountered with our carpet cleaning service. Sears has always stood for the highest levels of quality and service; I know we have deeply disappointed you. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (fefairtoall) for reference to your issue and we do look forward to talking to you soon.

Thank you,
Dianne D.
Social Media Support Team
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HORRIBLE experience with Sears Carpet "Cleaning"
Posted by Esellers on 11/19/2010
ALEXANDRIA, VIRGINIA -- We wanted to get the carpets cleaned - I received a quote online from Sears and scheduled the service. Before Sears arrived, I asked if I needed to move the furniture and was told the technicians would move everything.

On the day of the service, I left work early because Sears was THREE hours early to the appointment and started calling my cell phone, asking where I was.

I met three technicians at my house and one walked around with me to see all the areas to be cleaned. I pointed out EACH stain to the tech.

The quote I was given online was $300 for 5 rooms. The Sears tech told me in most of the rooms, I would need to purchase the deep clean package because they wouldn't get the pet stains out otherwise. I asked if that was the only way to get the rooms clean and he said yes. I showed him each INDIVIDUAL stain and he assured me EVERY one would be gone. He also tried pressuring me into cleaning the air ducts. I said no to the air ducts but agreed to the deeper clean (which wasn't even listed as an option on their website when obtaining the quote). So my new quote was $500. $200 more than I was planning on spending.

After only 45 minutes, I was told the job was finished. Sears had not moved ANY furniture - not even small bedside tables. Their hoses had removed paint from the corners of my walls. NONE of the pet stains had been removed nor had the other small stains, which I was assured would be gone. The tech explained they were permanent but assured me all the stains upstairs had been removed. I asked him to show me, to which he said they were all gone and asked me to pay. With three men in my house, I was not going to start an argument. I paid with my American Express and knew I would have to fight Sears.

Immediately after the techs left, I called Sears and informed them the carpets were still horribly stained. They scheduled another cleaning.

This time, they were 2.5 hours LATE. The techs scrubbed the stains on their hands and knees then informed us they brought "the wrong chemicals" and would have the reschedule.

We scheduled a THIRD cleaning with Sears but canceled a few days prior as something else came up. Sears still showed up to the canceled appointment and called us numerous times asking where we were.

After that, we requested a refund from Sears and planned to get a more reputable business to clean the carpets since Sears was clearly incapable. The manager requested we send pictures of all the remaining stains. We sent the requested photos, to which the manager replied the stains will never come out.

We are now working with American Express to get our money from Sears. I will NEVER use Sears for ANYTHING again.

At the bottom of their confirmation email, they state: "Satisfaction Guaranteed - If you are not completely satisfied, contact us within 30 days from the date of service and we will make our best attempt to resolve your issues."

That was the worst possible attempt to resolve this issue. Sears' customer service is horrible along with their carpet cleaning abilities. DO NOT USE THIS COMPANY.
     
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Posted by momsey on 2010-11-19:
Well written review.
Posted by jktshff1 on 2010-11-19:
VH...well written, no rant, just the facts. Thanks for the information.
Posted by JBard on 2010-11-19:
The only thing missing from this story is the follow-on where another company was able to successfully remove all the stains.
Posted by esellers on 2010-11-23:
Thank you. Hopefully we'll get our money back so we can find a better company and get the job done!
Posted by Sandra on 2013-08-22:
I had a bad experience too. They didn't do a good job and I call to reschedule. The 30 days guarantee doesn't exist, we rescheduled and they didn't show up. They I called and gave them another day, then they called and said that they didn't work that day. 20 days to re do the work and wasn't possible. Dont use them.
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Poor carpet cleaning services
Posted by Disappointed_J on 08/29/2010
SPRINGFIELD, VIRGINIA -- The Sears Carpet Cleaning crew in Springfield, VA missed some spots on their first attempt to clean our house. On the re-clean, the new crew removed the spots simply with mild detergent and hot water. Then the kids dropped their lunch on the carpet, so I spot-cleaned with a Bissell Little Green and turned the Little Green reservoir water dark brown. I randomly selected 2 other spots in the house and cleaned with the Little Green to the same effect. Clearly, Sears Carpet Cleaning in Springfield, VA didn't do their job satisfactorily. I attempted to get Sears Carpet Cleaning back to the house, but the manager, Josh, scheduled the crew for a day already past. When I finally reached Josh about the mix-up he arranged for another crew to clean the house. The crew that was scheduled this time was the same crew that cleaned our house the first time. They refused to clean the house again. I told them the re-clean was cleared by Josh, but they still refused. The crew went to their truck supposedly to "call Josh," but left 15 minutes later without telling me they were leaving -- they simply drove away. Needless to say, I am extremely disappointed with Sears' Carpet Cleaning service in Springfield, VA and advise shoppers to look elsewhere for carpet cleaning services.
     
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Posted by Alain on 2010-08-30:
Call Josh and ask him why the crew left after he said they'd do the job.
Posted by SearsCare on 2010-08-31:
Dear Disappointed_J,


I'm Scott with Sears Cares Escalations. I came across your post here and wanted to offer help. I was sorry to hear about your Sears carpet cleaning service experience being such a disappointing one. I definitely understand your frustration and concern over the fact that your carpet wasn't cleaned after two attempts. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number so that we can call you at your convenience. In addition, include your screen name (Disappointed_J) in the email so we can reference to your case.

Thank you,

Scott J.
Senior Case Manager
Sears Cares
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Sears Service
Posted by BillBB on 12/17/2009
DELAWARE -- After reading all the reviews about Sears I decided to add another negative one. Although it's a few years old it's still relevant and attests to the rapid decline of a once great company.
I'm not sure if most of Sears problems accelerated with their acquisition by K-Mart but I'm sure it didn't help.

A few years back I scheduled carpet cleaning with Sears. Date was scheduled and everything was fine. Took the day off because I know a lot of times they don't show up when they're scheduled too, they get delayed, etc.
They were supposed to arrive at 10:00am. At 11:30am I called to find out where they were. Was told they will arrive any minute. Called again at 2:00pm to find out where they were. They were supposed to be coming.
Called again at 3:00pm since they still hadn't showed up. Was told they
would show up any minute, they said they continue working until all the jobs are done, even if it's 8pm. I said fine, I will be here.
Anyway, to make a long story short nobody showed up.
I called Sears the next day and was asked if I wanted to reschedule.
You don't want to know what I told them.

Over the next few weeks I contemplated very seriously about filing a small claims court claim against Sears for lost wages that day. I really didn't lose any wages since I took a vacation day but it's the damn principal more than anything.
Who in the hell do they think they are that they can keep people hanging all day.
I had the cleaning done by Stanley Steamer (which I should of did in the first place). They arrived when they said they would.

I used to always tell people that Sears was the best company around. They sold great products, had people that knew what they were talking about and they stood behind their products and service. You could take a broken craftsman tool back 20 yrs later and get full replacement.
No more!! Just another hack company with chinese goods teetering on the edge.

     
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Sears
Posted by Gnidder9 on 09/30/2009
Sears Carpet Complaints - Ruined carpet
Review all Sears Carpet complaints
Sears Carpet
Posted: 2009-09-30 by gnidder9



Ruined carpet

Complaint Rating:
Company information:
Sears


I wish I would have read the reviews here first. Sears came to clean my very new carpet for the first time. They ruined part of my carpet with oversaturation and ph imbalance. If that wasn't bad enough, the customer service was even worse. They seem to be simply phone operators who cannot or won't do anything to make it right. They denied even coming to see the damage and based it on a complete fable of defamation! They said the technician saw my husband coloring on our carpet (most of it is off white by the way) with an indelible marker!! My husband was never in the house but at his job that he has had for 25 years. The customer service representative said it was my word against the technicians. Obviously my husband can prove he was at work and in court this accusation would be called perjury. That is beside the fact that my husband would have to be insane to do this to our nice off white carpet for no good reason. Sears is unreasonable, they lie, they don't care about the facts, and they do not stand behind any of their work. Do yourself a favor and work with someone who cares!!!
     
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Posted by saj80 on 2009-09-30:
Did you schedule this through a local store or by calling the Sears 800 number? If you scheduled locally, then simply file a small claims action against the local store, using the store manager as a contact. If you called and scheduled, then it will be a much more difficult process, and I'm not even sure where you would start. However, it sounds as if you have very good evidence for your claim; good luck.
Posted by MSCANTBEWRONG on 2009-09-30:
If all else fails, file a claim in small claims court...you seem to have enough evidence to prove your claims and prove Sears tech wrong.
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Promise and dump
Posted by Howling on 07/28/2009
I was getting married in a few weeks and looking to have my carpet cleaned before my new wife and daughter moved in. I called Sears as I heard that they were good.

Upon speaking to the sales representative about what the service includes, I specifically asked if their techs moved heavy furniture. They said yes. I stated that I am having upcoming back surgery so I need to make sure that they will move my furniture. The response was: yes, just move the small breakables off the items before they move them."

I said great.

Two tech arrived an hour late, came into my house and looked bewildered. They started telling me about everything they don't move. They said they would move my coffee table, but not my couch. Basically, they wouldn't move anything but end tables and chairs.

It is one thing then one assumes something, and another when you specifically ask for something and get a yes.

I tol them to leave my house. I called another vendor on Monday morning. The came on Monday night, did my entire house, moved everything to get all my carpeted areas done, then asked what furniture I would like moved back. Cost was a little more, but the service was wonderful and I could not have asked for more.

I remember when Sears was the flagship of service. How the mighty have fallen to cheap business practices.
     
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Posted by MSCANTBEWRONG on 2009-07-28:
Sears isn't what it used to be that's for sure.
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