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.
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.
NEW ORLEANS, LOUISIANA -- Every ad about Sears windows tells of a Lifetime warranty on them. But when there is a problem with their product they won't honor the warranty. I replaced 7 custom-sized windows and a huge sliding door. The cost was $8,000. The sliding door shattered this weekend in a storm and now they won't cover it. So the lesson here is don't do business with Sears. They aren't what they used to be. They don't honor their warranties.
I would like to tell everyone about Sears windows. DON'T BUY ANYTHING FROM SEARS. We purchased windows for our house after a tornado in 1985 from Sears and had a LIFETIME WARRANTY. THESE windows are thermo pane type with dual panes of glass. After only a year the windows developed an air leak which resulted in condensation and dirt getting in window. We called Sears and a representative came out took a look and order the new panes and had them installed.
No problem, then a few years afterwards at least 5-6 windows had the same problem. By then Sears had turned over the windows to great lakes construction, they referred us to them and were told that the windows didn't have a lifetime warranty. That the most they would do was supply glass and we would have to have someone install the glass.
Mom for the last 4 yrs. have been on the phone at least every week until she passed away. And Sears told us to get a hold of great lakes because windows did have lifetime warranty. We showed the paper work that says "LIFETIME WARRANTY" sO me and Dad have decided to just go get windows from Home Depot or Lowes or somewhere else, anywhere but Sears. They don't stand behind anything anymore. They treat their customers like dirt and wonder why they are going bankrupt.
DENVER, COLORADO -- Over 2 weeks ago I had one of my slider doors shatter. I was working in the garden, my husband was in the shower and the kids were watching a movie. I didn't hear anything until my husband came outside and asked me what happened. The outside pane of the door completely shattered. So we find the paperwork, call the 800 numbers for repair. I'm told I need to pay the $100 just to have someone come out and look at the window. So I ended up getting a call the next day from the guy who was going to come out and look at it and he told me he didn't need to come and look at it and that he ordered the replacement glass and figured 7-10 days, maybe 2 weeks.
So I called him yesterday and he was really nice and called me back, said it was due in that day but the window truck comes in on Tuesdays so someone will call me to schedule the replacement. Meanwhile I have never received any calls back looking for updates with ** at Sears who I was told I needed to work through. So I called and got someone new this time and she was very rude. You'd think she could at least say "I'll check on the glass and see if it's there" but NOPE she told me the computer says it isn't there so they won't schedule it until after its in.
She couldn't tell me how long it would be to get in the schedule once it was in either. So here I am over 2 weeks later I have a door that isn't usable. I have glass all over the place, I'm finding bits of glass everywhere now, we taped it up as best as possible. I'm super frustrated I bought windows with Sears. They were overpriced for similar or better quality from other suppliers.
I wish this door was with the other company we bought the rest of the windows for our house with because at least they were LOCAL and could really answer questions when you needed a real answer not another push off. I have to say that ** has been helpful and I appreciate it because when I first called in they were more concerned I was OK paying $100 to have someone LOOK at the window then they were about trying to get me a replacement.