Sears Heating and Air Conditioning

May 2018

Yet, how much should a customer compromise to the imposition of a major corporation? 1.Keith M. emailed me July 24th stating he had "... instructed Ron S. to go over something he hoped I would like"... in lieu of cancelling the project after I felt uneasy in how process was being handled from the beginning: *I again attempted to cancel the contract after witnessing a Sears Rep conduct the 'formal measure' who had different cabinet materials than what was presented to me during the estimate, I immediately knew something wasn't right. 2. Ron S. actually screamed profanities at me on more than one occasion as he was point of contact, and I feared being verbally attacked. 3. When I contacted Project Manager, Jeff R., to find out why they installed a base cabinet that was fabricated incorrectly, he also yelled profanities, stating it was my fault the big drawer was in the middle, even though the contract clearly stated big drawer to be on the bottom. Yet, repeatedly was told it was my mistake and they refused to correct the issue. 4. Donald W. repeatedly told me the reason there were cuts, chips, and cracks in the front face laminate because it was shipped as damaged materials. I understand that opening up my home to him for a place to stay to be on-site was a mistake, but at the time assisting Sears, so the job could actually meet completion was critical at the time. My son and I assisted Donald W. by: *Unpacking tools and his belongings *Removing cabinet doors and drawers *Offering extra hands during a complex skill requirement *Explaining what parts went to which cabinet *Cleaning up after each day *Use of my office and equipment *Coordinating a solution the damage to the flooring without just cause. 5. After Donald W. ripped the filter and broke the bulb on the microwave, he said the parts would arrive in a few days. However, when I tried asking him to remove the adhesive off the appliances, he snapped at me in front of my children saying "no". 6. When he asked me how the kitchen looked with the existing cabinets laminated, I showed him areas of concern. Donald W. watched me take pictures, begging me not to tell Sears, that it was "...due to damaged materials, so that it wouldn't jeopardize his bond". 7. Knowing my weakness in being slightly controversial in color choice, he used that 'ploy' to switch for a different color, stating, "...darker color won't show imperfections". My thoughts of glue and paint globbed with sawdust used fill chipped or cracked laminate will show no matter what color. 8. I reached out to Amy M., (an amazing point of contact) let her know what was going on, she asked if a color change was an option, and my reply was that the lack of professional quality install was my concern, and to please assign a different installer. 9. I assumed Donald W. was told to leave by Sears after speaking to Jeff R. Ripping off all the laminate with no regard as to how it was damaging the wood boxes was out of frustration and that truth in detail regarding the severity of imperfections would be eliminated. 10. Donald W. did not vacate the premises until the day following the laminate removal. Although, before leaving, he took all my existing cabinet doors, drawers, all separated door handles and hardware, previous kitchen sink and countertops because they were no longer in storage. 10. After numerous attempts in trying to reach Sears about the mess the installer made, the only Rep responding to me was Amy M. who emailed* suggesting we settle out the contract with me purchasing just the new three bottom base units. 11. Pacific N.W. Granite took a Brand New kitchen sink kit I purchased and refused to return it to me or return my calls. 12. I missed several days of work during the time Donald W. was on-site, in addition to the numerous labor hours and cost of materials I imvested to clean, restore, and refinish ALL kitchen cabinetry of industrial adhesive and damaged wood surfaces. 13. Electrical outlet inside cabinet been open and unmounted since

Jun 2016

Truly rude staff, disgusting store, and an outdated business model. I was ignored entirely by employees, only to be asked to leave once I asked for help. I will never shop here again.

Jun 2016

We had Sears come out to do a estimate on new countertops. The estimate was way more than we thought it should be but decided to proceed with the order. We received a call a few days later and the salesman, Tony, had written down the wrong thickness of the countertop and it would now be more money. We persuaded him to split the cost with us but felt Sears should have paid the entire amount for their error. While waiting for the ordering process to begin, we decided that we wanted to possibly have tile backsplash instead of the quartz. He was already in the process of contacting us to tell us that he made another mistake and the quartz backsplash could not be 2 cm thickness and the counters 3 cm (this is what we originally wanted and he said they could do the thinner 2 on the backsplash) We told him that would work out to just go with tile and skip the thicker 3 on the backsplash. We expected the change to tile to be a few hundred dollars extra, which is what he mentioned tile would originally cost vs. the quartz. The additional charge was $1300! The total amount for a 28 sq. ft. tile backsplash was $2700. Because of all the problems we had with this salesperson and the increasing costs, we decided to cancel the order. We received no follow-up from anyone in a supervisory role which was surprising because they just lost an order over $9,000. We went on to have a new estimate with the same quality of countertops and we saved $4000! The service with the new company is what we expect - accuracy, service, great pricing and communication. All of those are things that we did not receive from Sears. On a side note... This morning, a month after we canceled the countertops, Sears just called to set-up a time to do the template for the countertops! Sears is losing their grip on many levels.