MARYLAND -- I would like to be able to write a review on the quality of Sears carpet cleaning service but they didn't show up!! This company was out of Northern VA servicing MD. The appointment window was 12-6 pm. We requested earlier in that window if possible. As it got later in the day, we called to see where we were on the schedule. We were told twice that we were next. At 5:30 pm we were told they were on the way and that it would take 30- 35 minutes. At 7 pm they were still not here. We wanted to cancel but had all of our furniture off the carpets in every room of the house so wanted to get it done rather than put everything back and schedule another day. We called again and the customer service person put me on hold 15 min. She came back on and said the GPS was showing the truck close to our location but they had called the technician several times and the phone was going to voicemail. At 8 pm, they were still not here.
What a joke. This is worse service I have ever received. We decided to go online and read their reviews. Wow, I really wish we had done this before scheduling this awful service. There is not one good review. All the reviews are bad. We called and cancelled at 8:30 pm (not that the technicians would have gotten the call). We had the day off and had appts in the morning. We scheduled this for the afternoon window because it is something we have been wanting to do and had some time that afternoon to do it. Instead we completely wasted a half a day. And we have limited time off. There are many other things we could have done. At this point I am glad they did not show up. After reading these reviews, it appears that if they do show up they do a terrible job.
At least we saved the money and some additional frustration. Looks like Stanley Steamer gets primarily good reviews. I think we will give them a try. If you are considering using Sears to clean your carpets, save yourself the time, money, and frustration. Call someone else.
BUFFALO GROVE, ILLINOIS -- Had my carpets and hallway and stairs cleaned by Sears middle of January this year 2016. First time just wasn't sure who to go with. First thing I noticed my front door was left open with snow flying in my foyer. The men raced around doing the job. My carpets were soaking when they were done. I couldn't see any difference and was told that once it dries I would see the difference. After about two days my carpets were close to being dry and I noticed my living room looked a little cleaner but the hallway and stairs didn't look any different.
I called customer service and they were going to come back out to redo stairs and hallway but that day was suppose to be another snow day and so I rescheduled. Also I had to work. I just recently was looking for someone else to come out and clean carpets and thought about calling Sears back to see if they could come out now that the weather is getting better. I was told they can't reschedule now as it's been too long since I had the carpets cleaned. I'm now waiting for a manager to get in touch with me. I will never use Sears again or for that matter recommend them. This is it good customer service. I feel the men were trying to hurry up to get to their next job.
BEL AIR, MARYLAND -- I tend not to write reviews, good or bad, but my experience with Sears cleaning was too negative not to. Used them for the first time last week. Having several areas cleaned but once the carpets were dry, nothing looked any cleaner and I was doubting they cleaned some areas at all so called for a re-do.
I believe Sears hire day laborers as today's crew seemed pretty clueless. The leader told me that furniture leg protector pads are on order so they didn't have any which is ironic as one of the reasons for the recall was spots left behind by last week's crew who didn't use them everywhere they should have. Luckily those spots came out today but the tech said he'd "get in trouble" for using a pre-treater that I wasn't paying for! Seems he wanted to charge me for correcting a mess his colleagues made!!
No one wore booties over their shoes, coming in and out of the house and after they left. I found dirty footprints on a literally brand new, two week old area carpet in my foyer which I now need to clean. Cleaning carpets after having carpet cleaners leave my house? Won't call them back to fix this mess as I simply don't want them in my house again.
MICHIGAN -- I scheduled an appointment on Sears website and they gave me a cleaning date. Later on that day, someone called me back to give me a "window time." The day of my appointment, no one ever arrived. I waited patiently then I decided to give them a call. I spoke with a representative and he stated that someone would return my call but I never heard from them. After reading these reviews, I'm glad they didn't come to my house.
BOCA RATON, FLORIDA -- I called Sears, advised them of the size of my area rugs and told them that they were WOOL. The told me $199 special and I scheduled them. Changed my plans, to be here in a four hour window, moved my furniture, took out the rug pads. They arrived, say the rugs are wool and that will be $360. Bait and switch. I called the original number 866370--0471 and they say they'll do it for $260. I sent them away as I do not like to deal with dishonest companies.
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.
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. When I called, they promised a truck mount service but they send in regular cleaning equipment. They changed my time of arrival based on their schedule rather than agreed time.
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. 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. Carpet treatment $50 to $70 even if you do not need.
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. They are always in a rush. They cleaned my 3 bedrooms, 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 elsewhere. 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.
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.
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. 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 ANYTHING.
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 the management are any different. However, the “blue crew” will be on defensive. Complain to Better Business Bureau. Write a review so others can benefit from your experience. 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.
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 supposed 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.
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 Kmart 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 to, they get delayed, etc. They were supposed to arrive at 10:00 am. At 11:30 am, I called to find out where they were. Was told they will arrive any minute. Called again at 2:00 pm to find out where they were. They were supposed to be coming. Called again at 3:00 pm 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 8 pm. 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 principle 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 Steemer (which I should have 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.
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 over saturation 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!!!