LAS VEGAS, NEVADA -- On October 30, 2006, we came home to (day 161 of our home remodel job that your company, The Great Indoors, was hired to perform) to discover no one was here again. We are disgusted and tired of living in a house of filth you use as your warehouse. This time, it's been five weeks and there has only been 3 to 4 days of actual work done in our house. (Keep in mind that it means the workers were here for 3 to 4 days, but may have been working for one to two hours each visit.)
Now, it's not because we are just patient people, we have been through this same scenario numerous times over the past nine months. Now it is January 4, 2007 and our house is still not complete. We were told it would be completed by November 17, 2006. There was even a computer print out that listed the work that needed to be done and when it would be completed. It still is unfinished.
To recap: We plucked down over $200,000 on February 20, 2006 to officially begin our remodel job. It took three months to order and get all of the materials. Work began on May 22, 2006. Even though your policy is to collect all the money up-front and not include a delivery date in your contract, we went forward anyway (your Sears right, how can you not be trusted?) By the way, that policy stinks! What recourse do we now have? You have our money and have not delivered in eight months what we were continually told would take 6 to 8 weeks to complete.
We could hire another contractor to complete the work, but then we would have to resort to other means to get reimbursed spending even more money. After several weeks, we began to call and nag every two weeks. Work would happen for a few days with a flurry then nothing. We would call again and voice our dissatisfaction. Again, work for a few days was followed by weeks of nothing.
We called the next level of supervision. Same results. We went up another level of supervision, and guess what? Same result! We have tried to go higher, but have been unable to get the name of the Regional Director. (This must be a closely guarded secret as no one is willing to give out a name, phone number, or an e-mail address.) So, we are writing to provide some unsolicited customer feedback.
First, you need to get out of the remodeling business. With other contractors, it is a known fact that the customer pays a little up front, a little more as the work is done, and then the rest of the money when the job is completed. Because of The Great Indoors policy of paying everything upfront, there is absolutely no recourse or motivation for your company to complete the work in a timely manner - you already have our big bucks!!!
Second, you need to do some training on what the word "commitment" means. We have asked numerous times for a plan and a schedule of when work was to be completed, but have never received one. (Well, that would be a little untrue, we did get a sheet of paper with some information about November 17, 2006, but that is all it was a piece of paper since the job is still not completed.) We surmise that to provide a plan would only make it more obvious that you can neither control nor manage your sub-contractors.
Third, if you are serious about staying in the remodeling business, hire your own craftsmen. We know for a fact that we are not the only customer you have heard from. Now, after the fact, we have checked with The Better Business Bureau and a site called complaint.com where online complaints are printed.
Lastly, your communication skills need to be improved. No matter how many times we have called, it appears nothing happens. If you want to be differentiated in this business you must do something different from make yourself stand out. But it appears that this is not the case.
We will be expensing The Great Indoors for the following items: Money stolen from our home when the tile was being torn out in the amount of $140. Furniture that had to be given to Goodwill after being stacked on top of each other and not properly covered. The furniture was so covered with dust that it was unusable. An antique table that was moved to the garage and used to stack some garbage by the workers. A tune up of the piano and all of the dust cleaned out of it because it was not properly covered while the tile was being torn out.
The loss of the use of our home. The Great Indoors used our home as their warehouse. We had no place to live except in a chair in the master bedroom. This will be figured by the square footage of what we were unable to use while the project was continuing and continuing and continuing. We are still unable to use the garage because there is garbage from the project. We have been unable to park our cars in the garage for eight months. We had no usable kitchen for six months. We had no master bathroom for four months. We had no laundry facilities for two months. This work is still not complete!!!
The cost of a storage unit we rented for the past seven months to make it easier for the workers to complete the work in a timely manner. The interest from the loan we took out to pay for the remodel. We haven't been able to use our house, so we have been paying on the loan for nothing!!! Please finish my house! It has been 319 days as of today that you have collected our money. We dare say that the size of our remodel job is more than the cost of most houses in this country. Needless to say, we will not be recommending your services to anyone. - Dissatisfied Customers.
On March 6th, my wife and I purchased an 8' x 11' area rug from the Great Indoors store in columbus, OH for a little over $1300.00. As they do not stock the large decorative rugs, we were told it would arrive in a couple weeks. Two weeks go by and no rug. We call to get an update and was told it was delivered on time. We inform them that it has not been delivered and ask for a tracking number.
A couple days go by - we don't get a tracking number but we do get asked to check our front porch b/c it says it was delivered, on time, to Missouri... Well, we don't live in MO, we live in, ordered it from, and has it delivered to our home in Ohio. "Oh", they said, "We'll have to look into that... what is the best number to reach you?"
It is now March 26th and we've heard nothing from The Great Indoors. We call back and ask for the guy who was helping us and are told "He doesn't work here anymore" so we have to start the entire process over. He says he'll figure it all out and call me back.
No call. I call back a few days later and speak to the manager of the department. I tell him I am concerned b/c we ordered the run on the 6th of March and it's now April 1st and we have no product but have been charged on the credit card (it was an additional 5% off if you used your Sears card + 0% financing for 12 months) - for not only the product BUT interest! He corrects me and tells me that the order was completed on March 26th, not the 6th. He has no response when I ask him why my credit card was charged on the 6th....
The next day, the manager calls me back very apologetically and tells me that it has all been resolved. Obviously the first rug was shipping incorrectly and a new one has been ordered and should arrive on the 22nd of April, if not earlier. He'll also give me $50 for my inconvenience and reimburse me for the interest charged to my credit card. OK, cool, right? Well... no. I just called for a status update since the delivery date is tomorrow and was told that the rug is no longer in stock but they *think* I should get one delivery by the end of May or early June.... Sorry Sears Company - I used to defend you. But after this experience, I am done with you.
1301 N. VICTORY PLACE, BURBANK, CALIFORNIA -- My husband and I purchased a top of the line LG washer and dryer about a year ago and have had nothing but trouble. First, the Great Indoors could not figure out how to install the machines. It took 3 tries. That was about a year or year and a half ago. 3 months ago, the dryer literally caught on fire. The repair tech told us it had been improperly installed. A few more minutes and the house would have blown up. Great Indoors tried several times to fix it; it still doesn't dry. After weeks of wrangling they've agreed to pay for ONLY HALF THE PRICE of a new one.
3 1/2 weeks ago, the washer broke and started to flood the house. And again we're stuck with Great Indoors inferior warranty service. The repairman ordered parts which were supposed to be sent Fed-Ex. They were not. We had to wait two weeks. Then it turned out that they were the wrong parts. After spending hours and hours, day after day on the phone, my husband found the manager of the store.
Meanwhile, after spending at least $2000 on top of the line appliances, we gave up and went to a laundromat. Only after badgering the manager and threatening a lawsuit did we persuade Great Indoors to give us a washing machine loaner for the weekend. But they refuse to replace the washer and dryer as they should. The company has no integrity and inferior service. Their word means nothing. We were about to purchase appliances for a brand new kitchen remodel for two houses, ours and my mothers. I guess we'll have to purchase elsewhere. But even then, I'm so steamed that I may seek recourse in court.