SEARS HOME IMPROVEMENT PRODUCTS

unknown

I signed a contract for a replacement HVAC (Heat Pump System). Sears Home Products, Greensboro, North Carolina, 27410, required an up-front payment for 100% of the contract. Because of very poor responsiveness from Sears in the planning phase, I had to cancel the contract on June 12. Now, almost one month later, no refund has been credited to my credit card. In addition, Sears has continued its extremely poor responsiveness to the several emails and phone calls I have made to try get my money back in a timely way. I have submitted a written complaint to Sears Headquarters and there has been no response. Also, I have submitted this as a dispute to my credit card company but they say it will take up to 90 days to resolve this problem. That is too long to wait as I need the funds now to pay the new contractor

unknown

I've been leary of Sears for many years, long story, no bearing on this rating. The tractor, a Craftsman TS2100, was purchased about 2 years ago as a returned unit with full warranty and a 5 year service contract. The first time I had the unit serviced, the tech was quick, friendly, and I was impressed with his knowledge. He never showed up again. The second man, a nice guy who did not seem to have the same level of knowledge, visited three times since and the unit just did not seem to last until the next schedualed service. This last time, however, a new tech showed up. This man was the service manager for Sears small engine shop in the Greensboro area until Sears closed that shop. As he was also a trained teck for lawn tractors, he has transfered into this area as a traveling tech, showed up early for his appointment and finished the work on the tractor quickly and easily. He fixed the belt guide, which had been positioned wrong by the last tech, tightened the steering in less than three minutes, answered my questions easily, and finished just in front of one of the numerous rain showers we had been having around that time. I have had no trouble with the tractor since. I am highly satisfied with the work done and will now have no trouble recomending Sears and their service to anyone.

SEARS HOME IMPROVEMENT PRODUCTS are doing an excellent job. They are good, this group has really been nice, and they are racing against the rain to get them installed. They work constantly and take pictures as they go. I feel safe with these windows and I don't hear noise from the road. I would recommend this group of installers from SEARS HOME IMPROVEMENT PRODUCTS. Update 8/26/13: The salesman has been difficult to deal with and uncooperative. He keeps trying to tell us we can use these locks for 4 inch windows on our 2 inch windows. The locks flat out do not fit and the salesman has done nothing to try and make this right. He didnt take my husbands calls for 3 days, he was finally able to get ahold of him through the secretary but still havent come to any kind of solution. It seems like after they sell to you at sears they just dont want to deal with you. The installers have still been great and the product is great, it is the salesman who has been difficult to deal with.

The day of the installation I expected a Sears truck but what I got was a trashy looking van with a couple of sketchy guys to to the installation. They installed the units and it looked pretty good so I let that part go. It wasn't until later that the installation was far from good. 2 years after the installation the summer season started and I switched the units to AC. My son was asleep and suddenly water started pouring through the ceiling in his room. It turns out the water pan under the coil was cracked and leaked into the back up catch pan under the unit. The catch pan filled but the drain pipe that runs outside was broken. It was broken during the unit installation apparently because someone stepped on it.. The reason the pan was cracked was because the installers over tightened the pipe fitting to the pan. I had all of that repaired (including the damaged ceiling)but wasn't covered under warranty. Then 8 years later my upstairs unit got noisy. The diagnosis was a failed compressor. The compressor was covered under warranty but not the labor. It still cost $750 to repair. After starting the unit after repair the Freon pressure was not right in the unit. After 2 days of troubleshooting they finally found the original installers failed to install an orifice in the return line. Not installing this orifice allowed liquid Freon to get back to the compressor. Over time this eventually destroyed the compressor. Again the poor installation was the reason for the failure. The bottom line is the Kenmore units are good but if they are installed poorly you will have problems...lots of them. Kenmore units are made by Goodman. Goodman makes in my opinion the most reliable units today. If you are considering Kenmore just find a reliable company that sells Goodman and use them. Sears contracts out their installation and you will never know if these installers will install them properly.

The tech arrived and the first thing he did was pull the stove out of the bay without any precautions to avoid damage to the hardwood floor. The stove legs scraped, scratched and scuffed the hardwood floor in the kitchen. The tech checked the unit, but could not get to the electrical panel that had caught on fire or find anything else and shoved the stove back into the bay and charged us $69 for the visit. We complained to Sears about the damage and they gave us the cold shoulder. Instead of sending someone to check and fix the damage, they made us get TWO estimates and submit them to Sears before authorizing the repair of our floor. All in all a careless service that can not even repair a unit.

THEY READILY ANSWERED ALL OF OUR QUESTIONS. THEY WERE VERY PROFESSIONAL AND EFFICIENT WITH THEIR TIME. THEY WERE WITHIN THEIR PRICE ESTIMATE AND TIME RESTRAINT WHEN THEY FINISHED.

THE YOUNG MAN THAT CAME OUT WAS VERY NICE AND FRIENDLY. HE DID A GOOD AND FAST JOB FOR US. HE WAS VERY DOWN TO EARTH WAS STILL PROFESSIONAL AT ALL TIMES.