Do Not Hire Sears for Home Improvement
Bathroom Remodeling - Complaint
NJ, NEW JERSEY -- We've been having bathroom remodeling since mid-March, but it's still not done (Now it's the end of May);
1. Sears office in charge did not return our (many) phone calls or emails for weeks. I had to call the customer service to see if they abandoned our bathroom project. They tried to get away with things that they promised us to have done when we signed up, such as spackling and sanding the wall, taking care of city inspection.
2. Sears demanded the full payment although the project is still not completed, at least three times. When I refused to pay it at that point, the customer service rep said we needed to pay at least half of it since it would be 99% completed when they come next time. (Note; our contract says we pay them when it's 100% completed. Actually, we thought we were getting 12 month interest free payment plan when we signed up, but it turned out that the sales person "forgot" to get us sign the paperwork, and she later denied that we have the interest free payment plan. Rather than arguing about it, we decided to pay off in a lump sum because we rather not deal with these people for another 12 months.)
3. After installing the bathtub, we had a drain problem we did not have before, so we called Sears to take a look at it. After the plumber fixed it, we had sewer back up. It's been two weeks since I called them for that problem. The "project coordinator" never called back with an appointment schedule although he said he would three times. Finally, we had to call their customer service twice, just to get the appointment set up. The Sears rep, his name was Andy, called it "unnecessary visits that cause additional costs" to them. All the while, we have lived with a messed up sewer that made me afraid of using water anywhere in the house.
This was our first time using Sears Home improvement service. We will probably never use them again.