Sears Is Very Deceptive and Won't Honor Warranty by Making Up Lies
Laminate Flooring - Complaint
CHICAGO, ILLINOIS -- I purchased carpet and laminate flooring from Sears in December 2012. I was assured by the Sears representative that the price we were paying was going to include a lifetime warranty that would cover any damages / defects to the floors for the life of the floors. In July, I noticed some cracks in one of the boards. Called Customer Service and they said someone would be out to take a look. Finally a gentleman did come out on August 5, 2013. While in our home, he got on his hands and knees and pointed out several defects in our floors. He took pictures of many boards that had begun to bubble. He asked me how we cleaned our floors and I told him all we have ever used is a Swiffer, as we were told this is an appropriate way to clean the floors. The gentleman asked how many extra boards we had in our home.
Since we had a box and a half left over from the installation, he said it would be easy to replace the defective boards. I had a party coming up and he promised someone by the name of Jeff would be calling me in 2 days to schedule the repair. I never received a call from Jeff or anyone else from Sears. I again called Customer Service after a few weeks to find out what was going on. After being transferred several times and hung up on, I finally spoke with Yolanda who gave me the name of my project coordinator, Leslie G. She gave me Leslie's e-mail address and I e-mailed her right away. Leslie responded the same afternoon saying she would contact the installation company to come take a look at the floors and perform the repair. I didn't hear back from Leslie or the installation company for several days.
Finally after a few more emails and calls to Customer Service, I finally received a call from the installation company to come out on Sep 7th. The gentleman who came out did nothing except look at the floors for an hour and state that since he was the original installer, this could not have been an installation issue...He argued that the product was defective and that is what was causing the bubbling. He counted 20 boards that needed to be replaced and since we only had 16 extra boards in our home, said he couldn't perform the repair. He said he would submit a report to Sears and then call us after the other boards were ordered. No call from him or Leslie. I repeatedly called the installation company and finally was told that this guy submitted his report and was waiting on Leslie to respond. After several repeated efforts to contact Leslie, I finally spoke to her on September 30, 2013. She stated that the installer submitted in his report that the bubbling was caused by us the customers cleaning the floors with soap and water and therefore, neither he nor Sears was responsible for the repair. I was livid at this point. This guy made up this lie so Sears wouldn't have to honor the warranty. I told Leslie this was a lie, but she did not care to investigate further.
I finally contacted the BBB and filed a complaint against Sears and Leslie. That finally got the attention of the corporate office, who contacted me within hours to discuss a resolution. First I was contacted by Yolonda, and then the case was transferred to Rogelia P. who is in charge of BBB complaints. Rogelia stated that as a one time courtesy to us, she was willing to replace the floors free of charge; however, she could not guarantee that the floors would not bubble again and she couldn't guarantee a delay in future repair requests. Wth? I asked her for the name of some dedicated Sears employees that I could contact in the future so I would never have to go through what I had to endure for the last three months. She declined. She set up the repair without confirming with me. A new installation company (I had requested a new one since the old one made up lies about us) came out this past Saturday, Oct 26th. We were never informed they would be coming. They had some boards in their van, but stated they did not have all the pieces to complete the repair. I had this new installation company look at the defective boards and they agreed it was a product defect.
After our discussion, I told them I did not feel comfortable replacing these boards with new boards from the same manufacturer - Mohawk. I called Rogelia P. and relayed this info to her. She agreed that someone dropped the ball about the appt since we were never called to confirm the day before. She asked the installers to leave since I did not want to replace the floors with Mohawk boards. She told me she would talk to her manager on Monday and get back to me about a manufacturer visit. No response from Rogelia on Monday, Tues, or Wed. I sent several e-mails to her and the BBB representative assigned to my case. Finally today Rogelia writes me and the BBB back saying she is going to retire my file since we cannot come up with a resolution.
They obviously are making up this water damage story so they don't have to honor our lifetime warranty. I have told Sears and the BBB a million times that we never introduced water to our floors. Never did water spill on the floors and we never cleaned with anything but a Swiffer.
I told Rogelia I would not pay anymore payments to Sears on my $5,000 floors. She said that was my decision.
I am so upset with this entire situation. Especially because we paid triple the amount that these floors typically cost just so we could have peace of mind with the lifetime warranty.
I am seriously thinking about getting legal counsel to deal with this situation since nothing else has worked.