EAGAN, MINNESOTA -- I contacted Sears on the 20th of December regarding the issue of my windows frosting in the corners and in between the sliders, and being drafty. Left one message on their voice mail at Customer Service but never received a call. When I did finally get through and got a hold of a rep, they said they were having phone issues. No problem, then I told my issue with the windows and the representative said they will put a work order in.
One week later, NO CALL OR CONTACT from Sears so I had to call them. It was probably 2-3 calls before I received a call from their project manager Todd **. He said they would send pictures of my window to the manufacturer and contact the original installers to take a look. No contact again from Sears.
I called on 1/6/2017 and Customer Service told me that according to Todd's notes that it is normal for my window to frost over and be drafty due to our cold weather. REALLY? My old windows never frosted over like an old freezer or was never this drafty before. I had to move my couch about 1 foot away from these windows since there was such a draft. These were their best window, the Max or something. Spent nearly $20,000 on these window and only one phone call from Sears since this issue.
I left a message for Todd on 1/6/2017 but I highly doubt I will receive a phone call any time soon. Very disappointed with Sears. I hope I never have to report a broken window or get a replacement if Customer Service is this horrible. Don't buy Sears if this service is quality of their best products!!!
BASTROP, TEXAS -- Had Sears install windows on two separate occasions. First time window was up and I asked about the trim..."Oh we don't do that". So I called the project manager who instructed employees to install vinyl trim as it was in the contract. I was under the impression they do this for all windows. Anyway, had Sears return to install 5 windows (4800) and they didn't replace rotten or chip wood or install vinyl trim. Always referred back to the contract. Shoddy work and they don't seem to take pride in their work. Sears doesn't use employees for installation, but rather sub the work out. In a tough economy like the current, I suspect Sears will fall by the wayside.
OHIO -- I had to take out a second mortgage on my home to have replacement windows installed. Seriously, over 20,000 dollars in windows. I used Sears because I knew they have been around for many years and assumed they were good. I have had to call them back twice. They left one window with no sill. They came back and made one with 1X4. It was plain wood. I am fine with that.
The next winter, my windows would not lock. I called them. They came back to lock my windows but didn't replace, change or fix anything. Apparently I am not strong enough to close them tight enough to lock. Well here it is, many winters later and my windows still won't lock. Plus I am in debt still paying on my 2nd mortgage. I'm not happy and everyone that I talk to about replacement windows will know that Sears can't be trusted.
LAWRENCE, KANSAS -- The installers could not understand any of my requests because they only spoke Spanish. When I did get to see a supervisor, he listened to me but did not take any action to correct things. The caulking was done poorly and in the wrong color. I could not get the double hung windows to close at the top so that I could lock them.
One of the screens was torn. One of the metal sill covers was split and would allow water damage if I had not caulked it over. The metal window frame covers are cheap and ugly. They have sharp edges and when I needed to have siding replaced, they had to be removed, which negates any warranty. The color choices for the metal were poor and few. And they can't be painted. The installers left metal trimmings on the ground all around my house. I had to clean it up.
TRACY, CALIFORNIA -- I had all windows and sliding patio door replaced on my home this last spring. Sears was polite to deal with throughout the process. We also had vinyl siding put on our home by Sears this spring as well. We spent a lot of money for high quality materials. However the quality has not lived up to their claims especially with the screen door.
From the moment it was installed, I called to complain about the poor quality only to be told this is the only screen door they sell. The screen constantly falls off and when I have called for a repair person to come out and fix it I have had to wait for 3 months, and was told how busy they are. I cannot believe how poor their customer service has been nor the quality of the screen. This makes me worry about the durability of everything else we paid for. I seriously doubt they will replace or repair anything at this point. I truly wish I would have considered another company.
NJ -- We bought windows and installation from Sears over other suppliers because they offered lifetime (owner) on the product. ($33,000 windows and siding work.) Two windows have lost the Argon and misted over. Now Sears cannot locate the warranty, because the transaction was over 7 years ago!! Cannot tell me who the manufacturer was at the time (they switched manufacturers), and don't have anybody in their organization who remembers the previous manufacturer. (I am willing to go to the manufacturer and request replacement materials.) Does anybody know who they used in the Central NJ area?
MT. SHASTA, CALIFORNIA -- In 2012 I had all of the windows in my house replaced. I was told that all of the window dressings would be taken down and put back up after they were done. Did not happen! I was told all of the trash from the project would be picked up and disposed of. Did not happen, I had to go around and pick up all of their metal clippings. I was told I would be contacted to make sure that the job was completed and I was happy. Again, this did not happen.
When they put in the Windows. I told him I wasn't real happy with the metal stripping around the Windows and the sharp edges would come up and catch on things, so they gave me a couple of tubes of their caulking and said if it happened I could just put some caulking on it. A few months later I was looking at the neighbor's house and all of their corners had been cut on a 45° angle making very nice, clean, secure corners. I told Sears home Pro salesperson that I was not happy and he just ignored me. I tried a number of times to contact the phone numbers and email address that I received, which ignored most of the time.
I was not told that I only had one year to complain about the installation and after that I would have to pay to have them come up and repair anything that they did not do correctly. Extremely disappointed with this so-called lifetime guarantee. Throughout the winter. I had trouble with closing the window, but after it was closed and locked. I had forgotten about the problem. The next summer when I opened the windows. I did not notice that the Windows were Installed Crooked and it wasn't until the next winter, when my son was closing the windows that I noticed the window was crooked, and that was why it did not lock closed easily like the rest of the Windows.
When I contacted your company. I was told that it was too bad I would have to pay to have them come up and repair the window that they did not install correctly. This winter I am noticing the plastic strips around the Windows no longer seal tightly against the window and cold air is rushing through. When I press the stripping back to the window I can notice the whole window moving because it is not secured in place.
My last complaint is I have lost a great deal of my window view approximately 3 inches on each side, and now that I have taken down my curtains, it is extremely obvious how much of my window space I have lost. I purchased the window from Sears because I thought Sears had such a great reputation for quality and warranty.
I am not impressed with the service that I have received.
KAUFMAN, TEXAS -- Sears promised me that these very expensive windows that I purchased came with a lifetime warranty, but they wouldn't let me see the warranty until after the purchase. That should have told me something, but I trusted Sears, and remember a time when you could. NO MORE. My windows do not have a lifetime warranty, and if anyone out there has been lied to by Sears, I think we should get together and file a nice class-action lawsuit.
Now one of my windows is broken: it will not close, and I can't even get them to tell me when they can come fix it. So if a burglar decides to break in, or if it starts raining and comes into my house, I guess that's just too bad for me. I will never buy anything from Sears again. "Satisfaction guaranteed" is long gone.
Have you contacted you Project Consultant or your Project Superintendent? If you have and have not had any luck please follow this address and they should take care of you on your warranty issues.
FLORIDA -- Purchased 6 replacement windows approximately 3 months ago. Two days after installation the window screens fell out of 2 windows. Further examination found screens on all windows were too small for the frames. Quality work by the Sears contractor was poor, e.g., stucco cracked, suspect windows were never shimmed properly causing window frames to bow, outside window frames spray painted to cover scratches, paint over-spray on stucco and never corrected.
Complained to local Sears office that handled the sale and to date, no satisfaction. The Sears sales pitch promised a quality product, the best contractors, the best warranty, and the best customer service. Once you pay for the product, it's like pulling teeth to get satisfaction from Sears. The contractor used by Sears in my case was terminated by Sears for lousy work.