Sears Window - West Texas

This has been the worst experience I have had in years.  Maybe ever. 
I ordered replacement windows. Three installation dates were missed.  The first time, they called a couple hours after the appointed time and said that the installer had  truck problems, The second time they didn't show up, they reported that the  installer drove by and determined that he did not have the tools he needed.  This was after many pictures had been taken and after an interim person came by to pre-check the job requirements. The third time they didn't show up, the installer claimed he came and waited and no one was home.  I was there.
My contract called for a $300 Sears card as a bonus/rebate after the job was done.  Because of all the missed installations, I also requested something to compensate for the inconvenience of all the missed installation appointments.  They offered another $200 card.  
They mailed me a $200 card that could not be activated.  I called for help and they said they'd get back to me.  No one did.  I waited a week and asked again, and was told they'd escalated it to a manager.  I waited a week with no response and contacted the manager.  He said they don't do gift cards, and that I'd have to call the number on the card and "work it out" with them - whoever that was.  I replied  that it was not my job to fix their mistake and asked that they take care of it.  Nothing has been done.  In addition to all the problems with the $200 card, they have yet to deliver the $300 card.  They have stopped responding.  I gave them one last chance before posting this.  No response

Our experiences from the sales person all the way through to the installers was poor. It felt like we had to fight basically every step of the way to have the window installed. The project managers kept pushing out the install date while giving reasons such as poor weather and delays with my city issuing permits. We live in a small town so I went and talked with our city and learned the Sears project manager made an error that caused the delays with the city permits. We actually had to get in contact with a Sears regional manager in order to get the movement required to have the windows installed. Even down to the installers we ran into issues. After the install I kept getting flat tires. We eventually figured out the installers dropped nails in our driveway that they had removed from our home during the window replacement. We confirmed this because the installer's truck was parked right where we eventually found the nails in our driveway. This experience also included hang ups with simple things such as the salesman not correctly measuring some of the window from the start. We decided to use Sears based on our previous dealing with them where they have always stood behind their merchandise. However, we now want others to know of our experience should they be considering using Sears for a similar project. We also feel the quality of windows the salesperson sold to us are not the same quality we received. The windows also condensate, which was not mentioned by the salesman.

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They installed 12 windows in the entire house. After they got done with the installation they were suppose to clean up and caulk around the windows, however, they didn't do that. As soon as they installed the window, we noticed that the drywall around the frames was cracked. They never took responsibility for it, and I have to pay to have it repaired. They did it pretty quickly and sacrificed the quality. When I called Sears, they also told me it was the foundation settling that caused the cracking. My house is 23 years old and has settled by now.

Wonderful, efficient, and cleaned up after.

They were excellent and I have no complaints. I would use them again in the future.

I contacted Sears Home Improvement and Andy Corder made an appointment to discuss the window replacement process. He took our order for installation about 2 hours later after we discussed the price. A few days later and appointment was made for the measurement for the windows and approximately 2 weeks later the windows came in. The appointment was then made for installing the windows and wrap, as it was descrrbed. The wrap is actually an aluminum material with vinyl coating which doesn't allow for treated wood to be used under it. The removal of the existing windows were done for the windows which could be replaced on that day and then the process of inserting the replacement windows in. There were questions concerning the sealing around the windows, both inside and out, during the process. We were told it would take one to one and half days to complete the job, but one day was delayed due to the forecast of rain, but it took four days total and about five o'clock on the fifth day is when they said the job was complete. The wrap (trim) we had ordered was cut and placed around the window framing and some of it was glued and some had only a couple of nails visible, but the two large circular top windows were done in a fashion, when completed , looked worst than it would have if I had done it myself and I don't know anything about doing that. When the trim appearance was brought up to the Sears Project Coordinator, Bob Darnell, and the installer, Bill, I was told because of the shape of the windows that it was as good as it was going to get. It was even said by Mr. Darnell that he had 40 years of experience doing these type of jobs that I couldn't expect anything better and I would either have to leaarn to live with it or take it down and they would paint it. It was also brought up during the window installation concerning priming the raw wood before the trim was put on the window. I was told it wasn't necessary because of the wrap and besides I had a guarantee on the windows should anything go wrong. We refused to accept the completion of the job looking the way it did and Mr. Darnell agreed to send out a and quot;Trim Specialistand quot; to look at it for rework. He took pictures of each window during the job and upon the first so-called completion. We had told him we wanted someone else to do the rework because Bill told us and Mr. Darnell it was the best he could do. Mr. Darnell came back with Nora Figueroa-Ceron and she agreed that the window trim was totally unacceptable and confirmed the windows had not been sealed around them to prevent water from getting to the wood underneath. Nora and Jacob came back a few days later and removed all the trim and wood placed by Bill on the first attempt, primed the raw wood, installed new trim and completely sealed around each window both outside the window frame and on the inside as well. The appearance when they completed the job in one day was a 100% improvement in the appearance. The only things left after this was a survey, which I didn't want to complete by phone but did submit a written answer and justification for my responses to Mr. Darnell on 15 Mar. I was told was told by Mr. Darnell on the 17th it was too late to request the City of Schertz conduct the inspection for the 14th and asked about the date I would like to have it on. I told him Friday, 23 Mar, and asked if he could have them call prior to coming over since someone has to be at home during their inspection. I was told by him that they didn't call before hand, but he would try. Today is the 23rd and I called the inspection office to get an approximate timeframe for the inspector to arrive. I was informed that they had not received a request for an inspection and I needed to contact Sears to schedule it with them. I was also told the do call prior if the contractor request it so it can be put on the work log for the inspection. It hasn't been a happy day after waiting and the prolonged period it's taken and it seems my project coordinator and others involved just don't care if it's considered being profession to respond to inquiries of to keep the customer informed on the progress of the job unless it's to their benefit. Now I wonder how long it will take to get the option I selected at the time of purchase since I selected the $1,000 cash back instead of the interest free. I know that I will not hold my breath to receive in some. I will also try to post a copy of my anwers and rating to the sample survey questions Sears Home Improvement (Mr Darmell) provide me when he wanted to complete a telephone survey himself. Maybe other experiences have gone better for others and this is the first really bad experience I have had with Sears in over 20 years, but it makes me question if all of their professionalism and care for the customer has vanished forever. Hopefully not, but this will get straightened out where it doesn't happen again. Thanks. Ralph

I did receive the check for the promotional $1,000 cash back in today's mail, so there was follow through in this respect of finishing the paperwork, but I haven't heard anything concerning the scheduling for the final City of Schertz inspection of the finished work. I do have to be home for this so hopefully when Sears Home Improvement schedules this, they will include my information so the city inspector can contact me prior to coming over. I requested this both by phone, in person prior to the completion, and by email but still no response from any of the Sears representatives. I emailed the project coordinator, the project consultant, the district general manager, and the salesman on the email I forwarded at the time of this posting. My ratings have not changed, but I did expect a response from one of these representatives. - 25 Mar 12 - Ralph Morrison

They were excellent. It took them two days to install the windows because of the timing. The delay was because it got so hot here that they were getting drained, so they had to come back the next day to complete the work. They were well-trained and knew what they were doing. They did a very good job of installing them and we haven't had any problems. They were expensive windows and we did the finance through them. The windows look real good on the house.

Sears provided a perfect experience. The windows turned out great. Their employees were very nice and very hard workers. They got the job done as quickly as possible. They were very precise and got them all done right the first time. They acted professional while here and left us with some very sturdy and sharp looking glass.

Sears was very good. They finished in two days. The whole crew was very nice and hard working. I was very happy that I decided to go with them. Their price was fair but I can't remember what it was.

Sears did a very fast and efficient job for us. The people over at the store let us know how it would work and that is the way that it worked. The gentleman that came out and put the new windows in asked for our approval and was gone in no time. We got the window panes we wanted and they offered us an affordable price.