Sears Remodeling - West Texas

unknown

We really like the final product!  However....
We chose Sears San Antonio because they promised a project coordinator and we liked the quality of the cabinets.  Having a project coordinator meant we would have a single point of contact if anything went wrong.  Nice idea, however, their so called project coordinator was absolutely worthless!  All communication seemed to flow through the installers.  When the installers installed one of the cabinets in the wrong place (top cabinet opened in one direction and bottom cabinet opened in the other direction) the remaining cabinet to be installed had the same problem.  We had them place the remaining cabinet in the correct location and the project coordinator supposedly ordered a replacement cabinet.  The installers finally installed the wrong cabinet upside down without a door so we could get our glassware out of boxes. Two replacement cabinets later, we still had the wrong cabinet.   When they finally got one that opened in the right direction, the facing was off.  By this time the project coordinator was not accepting or returning our calls and never once visited the site although telling us she would try to come out but never came.  Our sales rep came out a few times to help resolve issues and took photos in Sep to show to the project coordinator so she could get the order right.  When Dec rolled around, Sears home office called to see why we hadn't completed an end of project survey.  My husband informed them that we were still waiting for project completion!  A contractor from another dept. (windows & siding?) came out, measured and promised to fix the problem.  Another couple of months later, we had our cabinet and a few extra shelves which we had tried to order earlier.
One other problem involved the electrical line for the installed microwave.  We were told by the sales rep we would get a dedicated line for the microwave.  There seemed to be some confusion by the measuring folks about the need for a dedicated line, but the sales rep reassured us it was needed. The electrician came, moved some outlets, installed the needed GFI outlets, and we assumed the dedicated line. The electrician did a great job, but I beleive he wasn't informed of the need for the dedicated line. Only after we signed off on the project did we become aware that we can't use our new microwave and the coffee maker or toaster at the same time. By this time we were too frustrated to try going back to Sears for a fix.
Again, we love the new kitchen.  The sales rep and the manager from the other department were great!  If it weren't for the initial mistake of the installers (they claimed the project coordinator never gave them the design layout showing which cabinets went where and that installing kitchen cabinets was "like solving a jigsaw puzzle")  I think everything would have gone smoothly.   A year to complete a 2-3 week project is a bit excessive.
We decided to go elsewhere for the new kitchen flooring. 
 

My washing machine now overflows (routinely)- and while the warranty folks have come to repair the washing machine a couple of times 1) the repair is clearly not working...overflowing again today..panel states "spin" but it is agitating... and adding water to an already full tub...water thus overflows.. hence the repeat calls for repair and 2) today, for the THIRD time they have stood me up for the repair appointment. I remained glued to my house, diligently, again from 3-6 pm. 

This is what has become our routine..So the repair technician misses the appointment again today 3-6 pm. at 6:15 pm my husband and I call to ask where the technician is, the call center employee gives you some nonsense about how the repair person is" running late" (surely this is a scripted response) at 6:15pm...we then ask that they call us back and tell us when the technician will show up (once they've heard back from the technician and or "dispatch") ...but they don't call you back.. and when you call them back at 7 pm they tell you the repair person came to your house at 5:10 pm. No, they didn't. I even checked my own doorbell, (still works).  The technician is lying..or the call center employee is...but no one has come. they've lied about coming to the house, AGAIN. We've purchased several appliances from sears, a decade ago our refrigerator, washer... and before all of this mess with the lack of honoring the washer warranty, a dryer. I told my husband we should switch to someone else, maybe best buy and try our luck with their warranty folks. I mean really appliances are expensive enough. They break within 5-10 years and you buy a warranty..extra money so they can fix what should last longer to begin with.. but then you're left with broken appliances and time wasted..and money wasted, why did we buy a warranty?? Incidentally, you can ask to speak to a supervisor when you call about the missed appointments but they do not follow up with you either. My husband asked to make a complaint and they provided him with an email to send his complaint to. hmmm, I can't see an email is likely to generate any response different from what we've gotten so far.  So I post here. Maybe I'll save someone else the hassle, and perhaps Sears might even consider handling the warranties themselves again, or contracting out to someone more reliable? with accountability, perhaps technicians that can fix the appliance right the first time?? or at least correctly diagnose the problem right the first time.

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Very well thank you. Very professional, very friendly and courteous. They were flexible as far as anything that sprung up that might have been unusual or not typical for dry vent cleaning. One was always downstairs and one was on the roof. Both were very knowledgeable, they knew what they were doing and nothing out of the ordinary came up during the cleaning process itself.

They were quick, prompt and on time. I will absolutely use them again.

unknown

Smooth as clock works...

The good news: We love the finished product. The floors look fantastic.
The bad news: The installation process was a nightmare. They had to tear out ceramic tile from the kitchen, nook & entryway.  We knew this would be a messy business but they didn't bother to cover our furniture the first day and we're still finding chips in our relatively new sofa and love seat.
They had planned on roughly a week for the job but ran out of wood flooring which meant they had to order more and let it sit in the house for 2 days before they could come back to install it.  They finished what they could on Wednesday with plans to come back on Monday.  They did not bother to clean the house at all.  Dust was left everywhere.  I called to complain and the manager came out to inspect on Friday morning.  He couldn't believe the state our house was left in either but the best he could do was promise to send somebody out on Monday to clean. We couldn't wait that long so we did a fair amount of cleaning over the weekend.
They also messed up a lot of the detail work, transitions, corners plus some of the boards had scratches or other flaws.  To make a long story short, they had to come out here 5-6 different times to get the job done right.  It was very frustrating dealing with these guys.
The installation took a little over 2 months to complete.
Again: Love the product; hated the process.

They were very prompt. When they called and told me when they were going to be here, they showed up. They were very fast in doing the work. They were very professional. Everything was done to my liking.

Sears Kitchen Remodeling finished in June.  It was about $3500.  Kitchen remodeling and guest bathroom.They took up all the old tile and put new tile in.  Baseboards and Countertops.  We got a new I think it's called a slide in oven, stove.  They did install that perfectly.  That is gorgeous, I'm very, very happy with it.  The coutertops are crap, I'm sorry.  They installed them awful.  They kept measuring them wrong.  We told them what we wanted, there was a mis-communication, but it was exactly what we ordered, but we were newbies to this, they did come back three times to fix it but never got it completely right.  It's still not right.  It was two feet too long.  They guys that came out didn't have anything with them to fix it.  I didn't get you about my bathroom.  I love my bathroom.   It's gorgeous.  They did the bathroom countertop perfect.  It really, really is pretty.  They did put the wrong faucet in.  It does goes better than the one that I ordered.  My bathroom is absolutely gorgeous.  From Sears I got the sink and the faucet and the countertop.

The installation crew was fantastic. They did it in one day on a Sunday. The sales people would tell me one price but charge me another price. They had promised me zero financing and then they claimed that they never said that.

The windows were of good quality. It took them a while to start the work on my windows. But once they started, they finished the job very quickly. They did not do a good job and I had to redo the windows all by myself. Their clean up was horrible and my dog fell sick as it ate some of the insulation that they did not pick up.

Sears did a great job on our kitchen. They were able to get the job done in just 4 days. They stuck to the original quoted price which I liked. They did a very good job on my cabinets; the attention to details was like no other. It was a very large project and they kept me updated. I did think that they were a bit expensive; however, they did a good job.

Sears did not do a satisfactory job. I was not happy with it because they left a gap over my sink where the old cabinets used to be. Also the sprayer on the new sink does not come out far enough. I have called them, but nothing has been done. The rest of the kitchen looks good, however.