Sears Complaint - Sears Home Improvement Poor Customer Service
RICHMOND, VIRGINIA -- My wife and I recently purchased a roof from Sears. We were impressed with the sales representative (Derek) out of the Richmond VA office. He sold us on the Sears brand and reputation including quality contractors, professionalism and craftsmanship.
We scheduled for delivery and installation. They were to deliver the materials on Wednesday and install the roof on Saturday. We had some winter weather before and during the Wednesday delivery date so we did not mind that the product was not delivered. However the Saturday installation date came and went without the contractor showing up or calling. This is a problem.
Monday morning at 7:30am a crew shows up asking in broken English if this was the right home. I then asked for the phone number to the contractor and expressed my concern that the temperature was not right for a proper installation. The contractor then asked me "DO YOU WANT IT OR NOT"
I informed him that he is the expert and we expect it to be done right. Soon afterwards his crew started packing up their gear and I asked if they were leaving for the day. I then called the contractor and he said he would reschedule on a better weather day.
We then called dispatch to inform them of this activity and the unprofessional way the contractor handled my inquiry. We then schedule and new date for installation and we demanded and different contractor.
Being fair the second contractor was excellent and did an outstanding job.
We then contacted the sales department to schedule for final payment. The salesman (Derek) came out and expressed his apologies for the unprofessional actions. I advise that the missed appointment should have a value to them as it does for us. We came to an ageement for a ballpark figure and he promised to call back in two days to confirm our request.
8 days and many phone calls later they finally responded and confirmed our compensation for the mistreatment and missed appointments.
Never in my life have I experienced such unprofessional service on any level.
Do not buy from Sears Home Improvement without being informed.