Don't use Sears installation anymore
Garage Door Opener - Complaint
FAIR OAKS, VIRGINIA -- Our garage door opener stopped working. We went to Sears Fair Oaks, VA, got their advice on which replacement to order, bought it and paid for installation.
The Sears installer came when my less-technically gifted wife was home alone. After he installed the unit, he tried to sell her new rollers for $225 (on a door that is high quality and not that old). When she told him that exceeded the cost of the install itself, he said well we can give you a discounted installation cost of $175. Feeling something was wrong, she refused.
After he left, we realized that he had blocked our only attic access door with the physical mounting location of the replacement unit. This is unacceptable of course.
This is when we hoped Sears would step in and correct the problem. They sent more installers out many days later who said we would need to replace the unit to use our attic door; the unit installed could not be moved. They then tried to leave telling us to call and schedule another team to remove the old unit. We told them this was ridiculous and insisted they stay and do the work they were qualified for, without locking us out of our attic another week. They said they could not without office permission.
We then started the process of trying to get a person on the phone to grant permission. The installers were not happy with all the wasted time wading through phone menus trying to get to a real person. Welcome to what your customers have to deal with Sears!
Finally someone granted that permission, and they removed the opener and left it on our floor to drive back to the store.
In the next phase of the Sear’s bureaucracy, we were directed to call “Customer Solutions” in Central Texas, where representative 80720 told us she could process the return of the hardware, but not the installation cost. When we pressed her to acknowledge that a bad installation should not be our responsibility, she said we had to drive the removed unit to the local Sears and ask the General Manager to refund the labor portion, then call her back to get the materials cost refund. She said she was powerless to help even though she insisted she was the ultimate in Sears’ customer solutions. Her policies and procedures prohibited her from talking to the Sears store and getting the labor refunded. It was like dealing with two different and fueding companies. It’s amazing that Sears puts their customers through this.
Bottom line, do not use Sears for installations anymore. They have engineered a process that eats your precious time away, tries to get more dollars out of less knowledgeable buyers, and in the end doesn’t provide the service once standard at Sears.
We just went to get replacements for our washer and dryer today, and spent $1800. We excluded Sears from consideration because of this. Pass the word! Sears is no longer a good choice for appliance installations.