- Report: #1093778
Report - Rebuttal - Arbitrate
Complaint Review: Sears Home Improvement
Sears Home ImprovementBoston , Massachusetts USA
Sears Home Improvement Sears Home ServiceSears Home Pro Boston Poor Customer Service Boston Massachusetts
On August 23, Bob Mansour came to my home to discuss replacing the entry doors. An order was generated and submitted and I was given a packet and CD of paperwork. While he was there, he pointed out some problems with my roof and I decided to go ahead with that project as well. He began having computer issues after the order was submitted, and was unable to give me the paperwork for that. He assured me he would make sure I got it, and I told him I would be happy with email if that would be easier.
On September 13, having heard nothing about either project, and not having received any paperwork on the roofing project, I called the district office number I had been given and left a message. On September 16, I was contacted and told that the roof could be installed on September 18. I was assured that no one would need to be home.
On September 18, the crew indeed arrived and I left. I got a call around 4:30 saying they needed “power for the chimney.” He said they had about an hour’s worth of work left to do, and that they could stay till about 6:30. I left work early and rushed home, and found what they really needed was an extension cord run out from the house. I said I could provide that, but they started packing up to leave, saying they would be back the next morning, even though I had left work early to accommodate them.
On September 19, I left the extension cord where I said I would and went to work. When I got home at around 5:30, the crew was there and finished up after dusk.
A couple of days later, I noticed what I had missed in the shadowy dusk—they had left an old de-icing cable hanging off the back of my house. I still haven’t figured out how to get it down. [This has since been removed for me by another vendor.]
Two more concerns—I was told at the time of sale that there would be some sort of inspection to make sure the roof was properly installed. [This has since taken place.] To my knowledge this has not happened. Also, I haven’t received any sort of warranty.
On October 3, concerned about the roofing paperwork and because I still hadn’t heard anything about the doors, I tried to get in touch with MIchelle Hobbs by phone (left a message). I didn’t get a response, so I tried again the next morning and reached a person. Unfortunately, when I asked to speak to project coordinator Michelle Hobbs, this person managed to connect me instead to the last person Michelle had spoken to, someone named Tom, at a completely different company.
I called back again, and actually got through to Michelle. At first she told me she couldn’t find the door order at all. Then, apparently she found it, but needed to research “where the door is” (it’s actually 2 doors and 2 storm doors) and call me back.
As for the roofing paperwork, Michelle said that the warranty would be coming from corporate, but she would get the district administrator, Jodi Moore, to send me what she could via email and the rest via regular mail. What I got was a link to my “digital documents” from which I would theoretically be able to download my documents. Unfortunately, this requires “your password provided at the time of sale for access,” with which I was never provided. It claimed that I could “reset [my] password by clicking in the link below and selecting "reset my password".” There was, instead a “forgot password” link, which, instead of letting me reset referred me back to the local office, where I left yet another message for Michelle.
As of the end of the business day on Friday, October 4, I had not heard back about any of the matters, even the relatively simple matter of the password.
On October 7, called twice and left two more messages for Michelle. Also tried to get the password from whoever answered the phone, but the password she looked up and gave me did not work. Took my number and said she would have the sales manager call me.
As of the end of the business day on Monday, October 7, I had not heard back about any of the matters.
On October 8, I called and asked to speak to Michelle, and was connected to her voicemail. I left another message.
I emailed this document (up to the previous line) to Ron De Graw (district sales manager) and Peter Adam (area general manager). Received return receipt notification that the email was deleted unread by Peter Adam.
Later I called again and after several attempts spoke to Madeleine in the Orlando office, who took down some of the above details and sent them to Peter Adam, Michelle Hobbs and Jim Trautman. She also connected me to Mr. Trautman’s voicemail and I left a message there.
Finally, I received a call-back from Ron DeGraw, who told me my paperwork for the doors had, apparently, disappeared (even though I have it on CD) and would email me the documents I needed to sign again, so we could get things going again. (Bob Mansour was supposed to have called me earlier in the day to arrange to have me sign in person, but he had not and did not for two more days.)
Also on October 8, around noon, I called the National Customer Care Group # I had been given, which turned out to be an answering service, which took my information and promised a call back within 24 hours.
I have tried to keep this document factual to this point and not editorialize, but I’d like to add I was “sold” on Mr Mansour’s assurances about experience and customer service. That, more than anything, convinced me to go with Sears. But good customer service doesn’t include refusing to return multiple phone calls or deleting customer emails without reading them. Good customer service does not mean taking one’s info and getting back in 24 hours. Good customer service fixes problems rather than exacerbating them.
Ron DeGraw got back to me with the paperwork and I signed it and emailed it back to him. When I got home and was able to compare it to the originals I had (on CD) I noticed that there were some discrepancies in the details, specifically regarding the storm doors.
On October 9, I emailed the original proposal to Ron, and got back a message that he was out of the office for the day. I called the office and they again sent me to Michelle, who did not answer the phone. I left yet another voice mail and emailed the document to her as well. Called back again in a couple of hours. No answer, left voice mail.
Michelle called me back and we went over the details from my email together. She said she would work on getting my doors re-measured asap and I let her know that I would be home on 10/15, and that would be a good time. She said she would see if she could schedule it then and would get back to me.
On October 10, Frank Ruane called to tell me he would be performing the inspection. I also finally heard from Bob Mansour. He seemed surprised that I had already signed the paperwork, given that it had only been a couple of days. (I had been given to understand that I would hear from him on the 8th.)
As of October 16, I have not heard back from Michelle regarding scheduling the measurement. Also, I have not received any documents. Finally, most tellingly, I have still not heard back from the National Customer Care Group.
October 18, called Michelle Hobbs again, left message. Called Ron DeGraw, left message. No return calls. No measurement appointment, no roof paperwork, no response from the National Customer Care Group.
October 21, called Michelle Hobbs again, left message. Called Ron DeGraw, left message. No return calls. Called again and got Madeleine in Orlando, who sent email to Michelle, Ron, Jodi, Peter and Jim. Called again after lunch, was told Michelle was not in the office today and they put me through to Ron’s voice mail. Called back to attempt to get a human and was told that Michelle WAS indeed in the office today, but out to lunch. Left my number yet again. Called back again mid afternoon, and reached Michelle, who told me that she was trying as hard as she could to get someone out as soon as possible. When I pointed out that she had said the same thing almost 2 weeks ago (October 9) she got rather defensive and said that she had just recently gotten the paperwork released, and that I shouldn’t be frustrated with her because it wasn’t her fault.
This calls for another editorial comment. This really brings out the importance of keeping the customer updated and explaining the process. If Michelle had told me that she needed to wait for the paperwork, instead of telling me that she would get my doors re-measured asap, I’d be less frustrated. If they (and by they, I mean the entire office, not just MIchelle) returned calls once in a while, then i wouldn’t have to keep calling and calling.
As of today, October 22:
1. Still have no paperwork or warranty for the roof.
2. Appointment to have doors measured has not been made and obviously doors have not been installed.
3. Have not heard back from the National Customer Care Group.
This report was posted on Ripoff Report on 10/22/2013 11:42 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Home-Improvement/Boston-Massachusetts/Sears-Home-Improvement-Sears-Home-ServiceSears-Home-Pro-Boston-Poor-Customer-Service-Bost-1093778. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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