LEES SUMMIT, MISSOURI -- IF THEY CAN'T CLEAN IT - IT MUST BE A BURN SPOT?? You know you are in trouble when they roll a tape measure across so as not to go over 300 sq ft per area! I had 2 grease stains on the "rise" of a step. Asked if they could simply catch the 2 SPOTS and he said he would have to charge $25 each!! He went right past it to do the basement... like it would kill him.
Then when they couldn't get the stains out. It must be burn holes. REALLY? There are NO holes... just grease but he's the "professional" . Also he knows already that the big spot that had water damage is NOT going to clean. He assures me (guess that releases him of liability). He is now a carpet "professional". Funny thing is... I remodel houses for a living and in my 20 years of working with "professionals" have NEVER gotten such a line of BS in my life. WON'T BE USING THEM AGAIN. IT'S BACK TO STANLEY STEAMER. (Would have used them if they had availability.)
DAYTONA BEACH, FLORIDA -- I bought a Samsung 55" TV from Sears on July 31, 2016. On May 20, 2018 it went blank. I contacted Sears on-line and was told that the earliest appointment was set for May 31... ELEVEN DAYS OUT. I complained. The person at the other end volunteered the 877 number the next day and to call and confirm and perhaps see if they could give me an earlier appointment. I called the next day only to find out that they had NO record of my transaction. I was told by phone that the next available date for service was June 7 (18 days out). I complained and told that person that I had the transcript of the Internet conversation.
Next thing you know I was bumped up to May 31 but they could do no better. I was told that the service would be between the hours of 8 AM and 5 PM. I asked if they could narrow the window and they said "NO". On the morning of my service I got a robo call at 7:27 AM stating that the technician was "On his way". I wanted until 9:15 and called the 877 number stating that the auto message was too vague. The person told me (after I prodded) that he would be there between 9:15 and 10:15. Around 9:20 the technician arrived. He got out his meters and quickly diagnosed the problem.
MY problem is that he did not have the parts (I just knew that this was going to happen) and he ordered them right then and there. He told me that they would arrive at my address. He gave me a second appointment for JUNE 21, 2018. I was speechless! He further went on to explain that they have only ONE technician serving ALL OF CENTRAL FLORIDA! He stated that they had a second person doing the same job but he has been out sick since January! HUH?
So from the time that my TV went on the Fritz to the time that it will be tentatively fixed will be a total of 32 days. Ridiculous!! I will never buy another item from Sears, I will never insure a large purchase when A &E is the factory service, and I am closing my Sears credit card.
HAMBURG, NEW JERSEY -- My sales agent was knowledgeable and patient. I had a lot of concerns and questions and he answered all of them. We came together on a fair price. The whole sales process was great. The installation customer service team scheduled the installation in a timely manner and when I needed it. The installation local company that was assigned met my every expectation.
The technician had over 35 years of experience and it showed. He also was very patient with me. He went above and beyond. Every detail of the installation was done with skill and attention to detail. My system is working perfectly. Thank you very much. I would recommend working with Sears to anyone I know.
CHARLOTTE, SOUTH CAROLINA -- The shower project from hell! Can you image taking over five months and $5600 to purchase and install a new shower. We are talking shower, not new bathroom or kitchen, just one simple shower. Sears Home Improvements promised a 1-3 day install that ran for over five months. It took three sets of contractors, three reorder of parts and literally scores of phone calls to the Sears Home Improvements Office in Charlotte in get the job done. Two of the Sears techs measured incorrectly, and two others messed up the installation. My initial decision to use Sears over local, much cheaper tradesmen was based on their 1-3 days for installation, and complete customer satisfaction.
Forget the 1-3 days, it was over five months, with half of that time having the shower out of commission and unusable. As far as customer satisfaction is concerned, Sears didn't give a hoot about my concerns, frustrations or numerous requests to get informed of the status of the project. Oh, did mention the black flies that came into my bathroom and house because the first set of installers failed to seal the drain leading to the septic tank. I don't know which was worse, the ineptness of the project install people or the total lack of any pretense of keeping me in the loop during the needless delays.
You would think Sears values their corporate reputation enough to at least keep the customers that have supported them for decades happy. Sears used to be my go-to source for automotive repair, appliance service and repair, and numerous other consumer needs. That horrible experience has changed any thoughts I might have of purchasing anything from Sears in the future. Sad but true.
SAN DIEGO, CALIFORNIA -- I bought a microwave I thought. They canceled my order. I ask if they could back ordered it. They said they couldn't do it. I asked them to refund my money. They first said 3 to 5 days. I waited. I called again. Now it's 7 to 10 days. But here they are quick to get their money. I have bought all my appliances with Sears for the last 40 years, but with this I will go somewhere else. Till this date I have yet to receive my refund. Be careful with Sears online. They are a fraud!!! Don't order anything!!!
PASADENA, TEXAS -- I filed a claim for my refrigerator the first week of May and here we are today 'no working refrigerator.' The service technicians simply looked up a code that was showing on the panel and ordered a part. When they came out 2 weeks later the service tech ran out the door when I came back down to check his work. I called him immediately and he did not answer his phone.
I was desperately trying to get a hold of him as we were approaching a three day weekend. He simply replied via text, 'give it 24 hrs to stabilize and should turn on.' These guys, had the parts delivered to their home and waited 1 week before installing. In addition, this company is a mom-pop business that works out of their garage!! Sears- needs to have 'secret shoppers' that can monitor the quality of service these companies are providing.
STREAMWOOD, ILLINOIS -- We have had a maintenance agreement on our central air for over 33 years. The Tech showed up, said it was the fuses, he said to call and we would get in tomorrow if that was not the problem. He did not even look at the unit. Of course that was not the only problem, and when we put the new fuses in the unit sparked and smoke started coming out of it. I don't think he wanted to deal with it because it was 5:30 on a Friday before a holiday weekend and it was almost 90 degrees. When we called back, I was hung up on, when I called back again I was told the earliest I could have a tech out was the 30th. That is 5 days out and it is going to be HOT for the next week.
Why have I paid for this TERRIBLE service for all these years. The tech lied straight out. ON top of that, I know the air conditioner will need parts and it won't be easy because of the age of the unit. WE are seniors and don't deal with the heat. DON'T BUY SEARS MAINTENANCE AGREEMENTS. IT'S A BIG JOKE!!!
CALIFORNIA -- Our 2.5-year-old LG refrigerator broke down three weeks ago. We called Sears Whole Home Warranty for a repair which was scheduled a few days later. The repairman on contract with Sears said it needed a new compressor and we had to wait another week for a Sears repairman to look at it. He ordered a part, which should have arrived in 2 weeks. When the part didn't arrive in two weeks, we called Sears service to be told it will arrive in 5 more days, with a appointment in one more week to repair it.
Sears is taking way too long to repair our fridge, which is under both their Master protection plan AND their whole home warranty. Sears has NOT offered any compensation. Not a loaner fridge, a replacement fridge, nor any compensation for spoiled food, which I believe is part of their Master protection plan. Four weeks is much too long to wait for repair on a refrigerator under warranty. My family is extremely disappointed in and inconvenienced by Sears.
MASSACHUSETTS -- 10 month old fridge broke on 12/18, I bought the best warranty. Called for service and the best they could do was 12/29. On that date the service tech came out and had to contact someone on the phone for help to diagnose. Ordered the part and he was to be back on 01/12 in install. Took day off from work and no one showed up. Spent more than 2 hours on phone only to be told they could not be back till the 24th.
Six weeks with no fridge!!! They offer no explanation as to why he didn't show. I had to rent a fridge and was told my warranty covers it. I was just told by Sears benefits that because I didn't get an approval code I am not covered for that. The food loss form they sent me to fill out didn't work. It's no wonder Sears is closing stores nationwide. NEVER AGAIN.
INDEPENDENCE, MISSOURI -- We had a power surge in our subdivision 2 months ago. It knocked out our 5 month old 70 in television. It has been over 2 months and I am still without a television. Sears sent the repair out to a third party who came to our home within 2 days of the report, but has not been back since. He ordered the wrong parts, and the ones he did order, he kept since Sears paid for them but they were shipped to our home. He will not respond to any of my texts or calls. Sears cannot help as they keep referring me to their third party. THIS IS NOT RIGHT!