Sears Home Improvement

Horrible, this job was contracted in December of 2017. Two attempts to put up a shower was incompleted. We are currently in litigation.

We had 3 different people come out to measure in March, 2018. It took 6 weeks for the project to start and the installers were not installing what we ordered. There was then a delay due to thus needing customization..... Really!! As of this report in mid June we still do not have a shower door and have gaps around the installation. Yesterday they called to say they had to reorder the door for the 3rd time. When we call and email they will not respond. I have never been treated this poorly. Stay away from Sears!!!

Do not hire these people! I signed a contract for this project in early January. The work began in early April and two months later is still unfinished. For me the final straw came on June 1 when the long promised granite countertops and sinks were to be installed. The workmen showed up missing one or more countertops and with two different color sinks. I am now in the process of finding another contractor to finish the work on my bathroom. I have asked Sears to send me a final bill for the work they have done. This payment will be in addition to the $11,000.00 they received at the time of contract signing plus money paid directly to their subcontractors for the installation of a window and glass shower enclosure. True to form they have not yet provided this bill. Hopefully it will be reasonable so I can pay it and be through with them. If it isn't reasonable, I assume we'll have to resort to arbitration as provided by the contract.

It is nice to see actual samples but they don't have much to chose from and didn't have the tile I want (or anything similar). Their quote was over $16k! They don't want to tell you prices when you're picking out materials. My quote from another reputable Angie's List contractor for the same was around $5k. Sorry Sears, you're ripping people off.

See above, $600 repairs on a $300 machine and 4 days wasted.xz

See above, $600 repairs on a $300 machine and 4 days wasted.xz

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We decided to go with Sears based on customer service reputation. We met with their sales rep Russell Smith who turned out to be a contractor. He kept talking about the high level of service we could expect, etc. After getting other bids, we went with Sears as their price included a 5yr service program and Sears My Way points to use on other purchases. We scheduled install for 5/29.
No one called ahead of time, but 9am I had not heard from anyone so I called our installation contact Patrick Lutz, got his VM. He did not call me back, so I called around 11 and was able to get through. He never apologized for not calling me back, acted like I was bothering him and said and quot;yea, they should be there today. I think they were having issues loading at the warehouseand quot;. I told him that I work from home, so I needed to be kept abreast of schedule changes so I could accomodate.
About 11:30 the team arrived. Sears in Charlotte contracts out to and quot;Absolute Comfortand quot; another HVAC company. There were about 6 installers that were quiet, polite and got right to work. They had both AC And both Furnace units installed by 5PM. The had a bit of a challenge getting the upstairs to work, but then it seemed to be OK. They left some dirt / knicks on the walls, the bathroom sinks upstairs were gross with black dirt/grease and insulation was all over the laundry room floor. But, we were happy with AC. After the team left, Patrick called to see if the work was done, I told him yes (again no apology for lack of communication) and he said we needed to get the unit inspected, he would call that week.
No call from Patrick. We then were on vacation for about a week, when we came home we realized the upstairs unit would not hold the temperature. We called customer service, they said they put a work order in and we would get a call to get a team scheduled. No call the next day. I again contacted Patrick Lutz and his manager, Glenn Stalions about the situation, no call back. I finally posted to Facebook to the Sears page to get a repsonse. They created a case # for me. The next day, we got a call saying someone would be out to look at the system. No one showed the next day. I called again and emailed again, finally getting another promise that someone would be out the next day. No call, no update. I contacted them again and Patrick said and quot;yeah, you are on the list, he will be there by 5 and will call before he comesand quot;. About 4:40 I get a call from the technician that he would be there by 5. At 6, he arrives and looks at the units. It turned out the initial installers did not secure the intake duct and so hot air was being pulled into the system and there was a 12in gap between the open air and the duct. It took the technician(who was very nice) 3 hrs to fix the issues. He then meekly asked if we had a broom and quot;I was told you needed clean upand quot;. I thanked him, but said we cleaned that up weeks ago after install. He too mentioned that we needed to be inspected so I told him, as I had told Patrick and Glenn that 7/7 would work. I planned my work schedule around the inspector coming, he was a no show and we received no phone call. I contacted Glenn and Patrick on 7/8 asking for an update and expressing my frustration with their lack of urgency and communication. I told them I was available later that week or the week of 7/20 and that I wanted an update on timing by end of day 7/8. At 4PM the inspector showed unexpectedly. I was in the middle of several work calls and it was very frustrating to have to put my clients on hold. The inspector was nice and said we could reschedule, he did not get the call until that afternoon (convenient?). I told him I realize that this is not his fault, that Sears has been a disappointment to work with.
He complete the inspection and left. I still have not received any communication from Glenn Stalions or Patrick Lutz. We are so frustrated by the lack of professionalism and caring that these men had on our project. If it was easy, I would have everything pulled out and ask for a refund and go with someone else. I do not recommend Sears, they do not care about their customers time or investment.

The service has turned out beautifully.

The quality was good, the delivery was amazingly slow. They said that it would take three weeks when I ordered them--it was closer to three months before we received them. Other than that, I have no complaints.