Sears Complaint - Siding Disaster and Sears Mismanagement
MASSACHUSETTS -- If I wrote the entire story here, no one would have the time to read it. Here's the much abbreviated version:
1. Incompetent project manager. Did nothing and left that role to me (the owner).
2. 1st crew - subcontracted to an incompetent bunch from "Better Built" in Littleton, MA. These guys didn't know what they were doing at all. Their work looked like crap. Insulation was a joke. They cut little pieces to put them where they had to nail the siding. Big 5 inch gaps between the insulation scraps. They used nails that were too short for the entire job. I complained daily and was told by the incompetent Sears project manager that a foreman would show up but no-one came until after the work was done and I refused to sign off. I seriously doubt these two clowns were even legal to be in the US (only one spoke any English).
3. 2nd crew - Arriving having been told they were coming for a half day fixup rather than the 1 week redo I had been promised. I went over the work again with that person and his crew did one day of work the next day and then didn't come back because of a dispute with Sears.
4. 3rd crew - Again arriving having been told they were coming for a half day fixup rather than the 1 week redo of the whole job. Apparently Sears lies to their contractors to get them on site. Both the 2nd and 3rd crews told me this happens all the time with Sears. This crew is committed to other jobs and has to spread the work over many weeks to finish.
5. Power is lost in several circuits in my house for weeks. The electrician Sears sends doesn't ground the lights on the outside of the house and gives me the wrong answer on one of the damaged circuits in my house. So I buy another dimmer switch and that one is immediately blown. As bad as the siding installers were, this electrician was a danger to our lives. Several electricians later and after 6 weeks we finally got light restored in our dining room again so we could eat as a family. Interior walls cut into to fix the damaged wiring. Believe me I'm giving you the highlights, there's a lot more to this story.
6. Damages in addition to the electrical wiring. The railing on my front porch was never fixed and looks poor now. Part of my deck was damaged and can't be fixed without resurfacing the deck because the material is about 7 years old and is no longer available. My phone lines were pulled down by their truck going off the road. I believe I'm going to have an icing problem on my driveway this winter because their truck went so far off the road I think it crushed my drain pipe along my driveway.
7. Sears didn't address a problem with my eaves which was in the contract. Didn't wrap the doors the way the sales guys said. Actually they did one and not another. The guy actually stood there and told me that couldn't be done and I showed him the other door they did. I had to do part of the work in the contract for the first crew because they didn't know anything about it. The 3rd crew redid that but I never should have had to the first time. I won't let Sears come back for any of this. I don't want them near my property.
8. Throughout the 3 month ordeal I was reaching out to Sears customer support, Sears social media support, escalating to senior managers (who would not call me back), but there was no venue to resolve this mess.
In the end I complained until we settled on a 15% discount, but honestly they didn't deserve to make a dime on this fiasco and I'm sure they still made a lot of money. These disgruntled crews told me what they were being paid and it was a small fraction of what Sears was charging me for their "Premium" package. Comparable material costs are all easily found online. I will never use Sears home improvement again. They were deceptive and incompetent from the beginning and throughout the whole process. I live in Northern Massachusetts and I highly recommend you find a local company for siding and gutters, NOT Sears.