Sears Home Improvement Products

Sears Home Improvement Products PO Box 522290 1024 Florida Central Parkway Longwood, FL 32750-7579 To Whom It May Concern: I am writing to complain about how our project was treated & executed. I would like to start by stating that we signed the contract on 10/4/2016 yes that was 2016. At that time, we were told & it is in the contract that it would take completely 5 to 6 weeks to order windows & 1 week to install. The windows were not done until 12/21/2017. At that time: The wrong trim was done. They put 2 ¼ trim instead of 3 ¼ trim. The patio door had scratch in the window. The kitchen window had gas bubble in the glass. Living room, the sealer was not cleaned up. They put wood trim in the SHOWER window that was supposed to be PVC in the bathroom due to moisture. The trim & bathroom window were finally completed in January 2018. Going back to April 3, 2017 when we could get out to clean windows, we noticed the air bubble & patio door scratch. I contacted the Sears warranty department on 4/4/2017 and they sent me form to fill out and instructions to take photos and return to them. I did not hear anything from them after numerous attempts by phone & email. They stated it was referred to Todd Olson. (It is almost impossible to get communication from Todd Olson or Michael Enright by email or phone). I finally got in touch with Todd & he stated they couldn’t see damage on photo’s & that he would need to come out to inspect. This was another day that time had to be taken off work. He did make arrangements to come out on May 11, 2017. At that time, he did state that yes there was a scratch in the patio door that he would need to order replacement for, & he did see gas bubble in kitchen window & would order replacement for. He took photos of the labels on the side of the window & door & stated he would order the 15th of May. On 7/7/17 I got a call that stated the windows were in. That was the last communication we got at that time. On Then on 8/4/17 Julie called to state that the windows were in. I let her know that we were already told windows were in & there had been no other communication. On Aug 29, 2017 Sears/Installers came out to do replacement of door and window. The window they brought was the living room window (wrong one) and the door was bent. Todd Olson Project Manager was the one that came to my home & took pictures of the windows & the labels & still he ordered wrong one. I spoke with Mike & he stated that the installers would have to bring them back & the would determine what happened. Then Todd left me a voice message that stated the manufacture would be out next week & will be involved that this is a blessing to be moving forward. This entire process has been anything BUT A BLESSING! He did let me know that they placed the order. Then on 11/16/17 Glen with Sears contact me & stated that he had replacement door & window & scheduled time for 11/30/17. When he got there, I asked him if he had the right window. He came in & looked and stated no he had one for the living room. ARE YOU KIDDING ME! The last installers Mark & Scott also took pictures of the window & the label & it still was wrong one. Glen did install the patio door, but did put scratch in trim & he made note of this on the work form. He would get in touch with Mike & get another window ordered. I asked him (Mike) if this was going to take another 2 months, he stated no they should have in 2 weeks. How can it take months for the previous time & weeks for this time? He then told me that it wouldn’t be in until 12/26/2017 due to the holidays. Then on 1/3/18 Glen did contact me put in new window & made arrangement for 1/9/18. I asked him if it was the right window & he stated that he did check & it was the right one. He did come out on 1/8/18 & the window was installed there is a new small scratch in trim. Out of this whole process Glen Stevenson was the only one, we felt, that did his job & did what he said he would do. I am disgusted with how Todd Olson Project Manager & Michael Enright District Manager handled, or should I say did not handle the project. I did not see them doing their jobs. I am confident that they need more training in customer service & communication if they do continue with this company. I would suggest strangely that there are more capable people to fill these positions. I would like to be compensated for all the mistakes that have happened & the many times that I had to take off work, mileage, for all the mistakes, wrong products, damage, the time calling, and emailing. I also had requested numerous times for Mike to get me the contractor’s license number for the State of Minnesota & the couple times he did get he stated still waiting for corporate to get him that number. Eventually I did find it on contract & then he called me and gave it to me. I also requested numerous times by phone & email to get me his supervisor & to this date He has still failed to provide me with this information.

They have the warranty on some of my appliance. They took forever to take care of the job. It was not good at all. It took more than two months before they finally got somebody out to the house who could do something about it. There was no charge because it was under warranty. I buy the warranty for 3 years at a time so the individual service is not charged. I had two visits to the house for the same problem. The first visit came after I waited two months and they didn't really find the problem. When they came again a month after that they did find the problem. In the end it took 3 months to complete the service. The workers were professional. They need to hire enough people to promptly service people. It's not the workers fault, it's the company's fault for not carrying enough technicians.

I hired them in July 2016 and they did not hook up the toilets again. I called him and he stated that the person that installed the floors was supposed to install the toilets. We ended up having to hire a plumber to come and hook up the toilets. I thought they were going to stand by their word but they did not. One of the floors are now crumbling and it started about three months after they finished the installation. I called several times and they finally came 12/1/16 to take a look and just stated that someone will come out but never said when. I sent a registered letter to them on 1/7/17 and they signed it on 1/11/17. Even after sending the letter we still have not heard anything else about getting the floors repaired. They stated that if I send a copy of the receipt of the bill from the plumber they would reimburse us. I sent them a copy of the receipt twice and we still have not received any reimbursement. I am not happy with this provider.

I liked that they had the first 18 months no interest. They were easy to work with.

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I would never use them again. They told us it was going to take three or four days to do the flooring but then they came in a day early and did the whole job in one day, because they were trying to get their crews back home about 70 miles before a big storm came. It was all about their schedule. They came early, so I wasn't prepared. They didn't prepare the flooring properly. The countertop crew was a different crew and half the countertop was not polished. So they had to come back and polish it here, in our house. The flooring people put a hole in the sheetrock but never told us about it. They left a nail sticking up on the brand new flooring. If we had not seen it, we would have sliced our foot open. We couldn't use the toilet for a day until they got a plumber in to do that. There was an order in our house and we found out the toilet was not properly installed. We had to pay more money to get that prepared. They also did not level the kitchen floor. The floor was way out of level and I showed that to them, but they didn't make any effort to level it.

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I had to have them back out and redo the tile. We've already replaced the nuts and bolts in the drawers that were falling out.

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He was friendly, efficient and he was great.

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