Sears Complaint - HORRIBLE experience with Sears Carpet "Cleaning"
ALEXANDRIA, VIRGINIA -- We wanted to get the carpets cleaned - I received a quote online from Sears and scheduled the service. Before Sears arrived, I asked if I needed to move the furniture and was told the technicians would move everything.
On the day of the service, I left work early because Sears was THREE hours early to the appointment and started calling my cell phone, asking where I was.
I met three technicians at my house and one walked around with me to see all the areas to be cleaned. I pointed out EACH stain to the tech.
The quote I was given online was $300 for 5 rooms. The Sears tech told me in most of the rooms, I would need to purchase the deep clean package because they wouldn't get the pet stains out otherwise. I asked if that was the only way to get the rooms clean and he said yes. I showed him each INDIVIDUAL stain and he assured me EVERY one would be gone. He also tried pressuring me into cleaning the air ducts. I said no to the air ducts but agreed to the deeper clean (which wasn't even listed as an option on their website when obtaining the quote). So my new quote was $500. $200 more than I was planning on spending.
After only 45 minutes, I was told the job was finished. Sears had not moved ANY furniture - not even small bedside tables. Their hoses had removed paint from the corners of my walls. NONE of the pet stains had been removed nor had the other small stains, which I was assured would be gone. The tech explained they were permanent but assured me all the stains upstairs had been removed. I asked him to show me, to which he said they were all gone and asked me to pay. With three men in my house, I was not going to start an argument. I paid with my American Express and knew I would have to fight Sears.
Immediately after the techs left, I called Sears and informed them the carpets were still horribly stained. They scheduled another cleaning.
This time, they were 2.5 hours LATE. The techs scrubbed the stains on their hands and knees then informed us they brought "the wrong chemicals" and would have the reschedule.
We scheduled a THIRD cleaning with Sears but canceled a few days prior as something else came up. Sears still showed up to the canceled appointment and called us numerous times asking where we were.
After that, we requested a refund from Sears and planned to get a more reputable business to clean the carpets since Sears was clearly incapable. The manager requested we send pictures of all the remaining stains. We sent the requested photos, to which the manager replied the stains will never come out.
We are now working with American Express to get our money from Sears. I will NEVER use Sears for ANYTHING again.
At the bottom of their confirmation email, they state: "Satisfaction Guaranteed - If you are not completely satisfied, contact us within 30 days from the date of service and we will make our best attempt to resolve your issues."
That was the worst possible attempt to resolve this issue. Sears' customer service is horrible along with their carpet cleaning abilities. DO NOT USE THIS COMPANY.