Sears Home Improvement

We have 3 entryway doors installed and one incorrect storm door installed. We are still trying to at least get what was discussed regarding storm doors. One door could not be installed because someone else will have to install something before the door can be hung--Custom-made. Requested storm doors where the screen was above where our miniature dog could reach. They installer brought to full-length glass or screen doors. We told him not to place the screen because it would be ripped before he left the premises. Further, the screen has to be removed as opposed to the roll-up screen requested, and the quality of the screen is such that it will not keep small insects out. We are so hurt and offended since we mentioned during the initial meeting the salesman that I had a gravely ill grandmother in the next room in case of frequent interruptions. He took advantage of our vulnerability.

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Summary: Immediately after the dishwasher installation I noticed the installer Sears used damaged my front door. I called Sears the same day and for a month I tried to get someone from Sears to come look at the damage. I was routed through nine different "departments" over a month:
1) Delivery Department 
2) Installation Department 
3) Delivery Solutions 
4) Delivery and Installation Department
5) Installation Solutions 
6) Claims Department
7) Installation Customer Care 
8) Customer Solutions 
9) Sedgwick Department
During each call I was usually on hold for extended periods or disconnected. These calls took several hours. Then the claim was handed over to a series of claim and insurance companies with no results for the next several months. At the end of the year I stopped making calls about this issue.   
The top rack of the dishwasher broke within the first year and the heating element stopped functioning soon after the one year warranty expired.

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On Tuesday, 9/29/15, we called a customer service number that Sears had provided.  The customer service rep listened to me and stated that he was submitting a work order. We should hear something within 24 to 48 hours. 24 hours went by and we had heard nothing. When I called again I was basically told that it had not been 48 hours and the work order had been submitted.  I asked the rep if he  understood that we had a leaking roof. He did but repeated the stock phrase. For 4 days we called every customer service number that Sears had provided with the roof materials. Phone trees, voicemails, and the robotic humans only repeated the same phrase. Vernon at Sears in Florida (we are in Virginia) told me that Sears did not provide emergency service and "in situations like this", it was the responsibility of the homeowner to tarp the roof. Their customer service reps need to be told that "one size does not fit all" and that each problem or complaint warrants an individual handling.  I am a firm believer that adults should be able to work out problems in a civilized manner. But, after 4 days of emptying the pail and rolls of paper towels later, we had had enough. We had to get extremely firm and angry with them. We even called the cell number of the salesman who sold us the roof and he told us he no longer worked for Sears.  I emailed every customer service email address provided by Sears. All except one came back "undeliverable".  It was as if we were in a funhouse at a carnival. Every way we turned, we hit a solid wall with no where to go. Brenda Townsend did respond to my email saying that she no longer handled roofing but was forwarding my email to Steve Webster. Within 5 minutes, Steve called. Within 1 hour, roofers were at our house. Commonwealth Home Improvement. Two gentleman assessed the problem and put a tarp up to stop anymore water from coming in.  2 days later when the rain had stopped, they sent a crew that repaired the problem. What should have happened the first time we called.  Is it fixed? I guess we won't know until the next heavy rain. We hope and pray that we don't have anymore problems. Cleaning up the water would be secondary to having to deal with Sears again.  If this keeps 1 person from going through the frustration and time wasting that we went through last week, then it's worth it. Shame on you, Sears. We trusted you and you let us down. We might buy underwear or socks from you but as far as a major purchase, not happening. No excuse for anyone to experience the treatment we received from Sears. Like they say, it you want seafood, don't go to a burger joint. If you need a roof, go to a reputable roofing company, not a department store.

They did preventive maintenance on my furnace and air conditioner.