Sears Home Improvement Complaint - Bad Experience
I was contacted by Sears Home Improvement salesman after looking on line at their flooring. I set up the interview. After the interview, after all the promises, and the claims of exceptional warranty, my wife selected the linoleum she wanted in our house. We were contacted by David 803 739-7349 shortly after, and an installation date was scheduled. We had some issues with our existing flooring and all was explained to the salesman (Michael 803 397-1287). He assured us that everything would be taken care of, thats why it cost more than anyone else. Upon arrival of the installation crew, They pulled some of the carpet back, looked at the sub-floor, which was 3/4" tongue and groove OSB (Oriented Strand Board) and told me they could not install linoleum on that, that they had to install 1/4" luan over it first (which was not on the contract). They proceed to the second issue, (floor not level), told me that it also had to be repaired before they could install the linoleum. I explained to them that the salesman said that everything would be taken care of (he added into the cost). A phone call was made by the installers, and the cost went up. I told the installers I couldn't afford the additional charges, so they left. Angry, I called David (see above) and explained everything to him, his reply was this is an unforeseen problem, and my whole house was going to have to be covered with 1/4" luan, at an additional cost. I told him to cancel my order. I called his boss (Emilio 803 739-7341) and explained everything to him. He offered me a $400.00 discount. Being angry, with our house destroyed and barely livable,(we moved almost everything out ourselves) I felt $400.00 discount on a $8500.00 job was an insult, and told him to cancel my order. Now even more angry, he offered me a $700 discount which I quickly refused, and again told him to cancel my order. About a week later, my wife received an invoice, from the credit company, we went through, for a payment. I called GE Money, and found out that Sears had charged $2500 on the account. I explained the situation to the agent, she told me that Sears had not cancelled the order, and we were going to have to contact Sears Home Improvement. We tried to contact everyone on the contact list we were given by the salesman, with no one at home. We left messages, no call back. Finally after 4-5 days, I received a call from Emilio, telling me that we were going to have to pay that $2500 because it was a non-refundable deposit of 30%. More angry, I asked him when I could come pick up the product that was ordered for me. He told me that couldn't happen. I was frustrated and dissappointed. I made a call to the District General Manager (Glen 803 739-7346) who, after going through our file, finding no cancellation order, told me that we had exceeded the 3 day right to cancel agreement, and he concurred with Emilio explaination. To make a long story shorter, and after explaining everythig to him, I came to the understanding, that they were not refunding our money, and that we were not going to get the product ordered for us. After telling him that was wrong and that I felt screwed over, he proceeded telling me that he could not return or resale the linoleum. He went on to say that he had all types of flooring in his warehouse, that he could do nothing with. I guess I'll have to pay the $2500 to the lender, however you can rest assured, I will not recommend, or have anything else to do with Sears.
Thank you for reading about my experience, and if can be of any help or offer any advice, feel free to contact me. Please excuse any grammer or spelling issues.
d. goodall11@Comcast. net
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