[Resolved] Sears Home Improvement / long delay, improper fit
if I would have known complaint sites like this exist, I never would have signed the contract to have Sears Home Improvement replace our shower doors. The sales rep who came to our home did a great selling job and he even had a photo of himself with Ty Pennington of Extreme Home Makeovers so I figured no need to research. He stated the job would take maybe a day and hopefully will be done prior to Christmas and that under no circumstances do Sears hire subcontractors. The whole project was a total nightmare from missing hardware initially then the next day when he returned with the hardware he noticed the doors and framework all being the wrong size- this was after he removed the existing doors. We were given no explanation as to what happened, why wrong size. Approximately 2 weeks later, after the holidays I was told that someone would be out to install the new shower doors and this person identified himself as a subcontractor (saying he does a number of jobs for Sears). He made mistakes like placing the "weatherstripping" piece that goes on the bottom on the top of the door causing a significant gap and we told him water would leak out and he said "no, this is how shower doors are now"...There was also a leak which Sears says was pre-existing but we both said no water ever leaked there but knew there was drywall damage. He also had to mount the doors on the wall instead of shower tiling in order for it to fit- saying that is the only way to get the job done. The doors are approximately 1 1/2" shorter than the older unit. The subcontractor had to make a return trip to correct the upside down piece and about another week passed when Sears sent out a "troubleshooter" to find out why the leak was occuring and he resiliconed different areas. AVOID THIS COMPANY, IT WAS TO BE A DAY JOB AND IT ENDED UP TAKING A MONTH. TO DATE WE STILL HAVE NO EXPLANATION BUT HAVE RECEIVED MINOR COMPENSATION FROM SEARS.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Sears Brands Customer Care's Response, Mar 21, 2012
I can certainly understand the frustration and disappointment you've had surrounding your recent experience with Sears Home Improvement. I sincerely apologize for the multiple mistakes that were made which caused the long delay in the completion of this job. I want to also apologize for the lack of communication and I'm sorry to hear that you are not satisfied with the compensation that was offered. My name is James and I’m part of the Sears Cares Escalations team. We value you as a customer and would appreciate the opportunity to discuss this issue with you further and to restore your faith in Sears. At your convenience, please contact my office via email at [protected]@searshc.com. In the email, please provide a contact phone number and the phone number the project was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (PJS12) for reference to your issue, and we do look forward to talking to you soon.
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