• Report: #738785

Complaint Review: Sears Home Improvement

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  • Submitted: Thu, June 09, 2011
  • Updated: Wed, July 06, 2011

  • Reported By: Joe — Elmwood Park New Jersey United States of America
Sears Home Improvement
Internet United States of America

Sears Home Improvement Installers are not sears Emplyees , Internet

*Author of original report: Sears Home Improvement Incompetent Beyond Words

*Author of original report: HERES YOUR LAUGH FOR THE DAY ABOUT SEARS

*Author of original report: Sears Home Improvement Obviously Doesn't Want to Deal with This Issue

*Consumer Suggestion: OMG!

*UPDATE Employee: Sears Home Improvement Installers are not sears Emplyees

*Consumer Comment: Sad But True

*Consumer Comment: To James H.

*UPDATE Employee: Sears Cares

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Do Not Use SEARS Home Improvement Co. for any installations that are crucial to your home or comfort. They do not have emergency weekend telephone numbers and use local independant contractors.

That being said I will tell my story: I Just bought a house and was in the process of updating a lot of thing's including a central air system...house had none, but had a forced hot air furnace with duct work in place.

I interviewed 3 Contractor companies for installing a Central Air system to my forced hot air furnace. Sears was the most competetive so I signed with them. Next step, they sent in a local contractor to assess the job. He said that it wouldn't work and I would be unhappy with the results because the cold air wouldn't be blown up the bedrooms (Custom Split Level Home with 4 floors instead of the usual 3).

Sears sent the sales people back in. He tested my system and said that I had a 2 speed blower on the furnace and that it should work. I demanded that the local contractor come back to assure me as to what the salesman said was true.

Contractor tested the 2 speed blower in my system and said that it still wouldn't work. I said what about a booster motor that could be put on the 2 vents that were the problem (one vent already had one that didn't work-thus the recommendation on my part). He said that would work so we scheduled the job to start.

Installation took the better part of a day. I added a dehumifier which was installed and they also installed a separate Condensation Evaparator unit. In comes the electrician to run wiring to the unit and the compressor from the fuse box. All is well and working well on Thursday in time for my company from South Carolina to visit during the Memorial Day weekend.

Thursday night sleeping was terrible...it was hot. I checked the unit and it wasn't working and breaker in the fuse box was tripped. I call Sears on Friday morning and they sent the installation contractor back on Friday morning. He checked out the system and said that everything was working well..off he goes.

Friday late morning, My wife and I and the guests went visiting (left the AIR on) and came back about 6:30 pm the house was a sauna because we closed all of the windows. TRIED EVERY NUMBER I WAS GIVEN FOR SEARS HOME IMPROVEMENT, LEFT MESSAGES EVERYWHERE BUT COULD NOT GET TO SPEAK WITH ONE PERSON, EVEN TRIED ALL NUMBERS AGAIN ON SATURDAY...NOTHING. Memorial Weekend was ruined due to the heat because Sears has no emergency weekend telephone numbers. 

Adding Insult to Injury:
Contractor came on Tuesday afternoon (after the Holiday Weekend was over) and replaced the Condensation Evaperator unit which he thought was the problem. Unit worked fine for about 2 hours and then no cold air again. My wife went down to do laundry and found the basement floor full of water to which she put a pail underneath the CE unit because it was leaking all over the floor.

Contractor is back (scratching his head) everything checks out. Long story longer, Electrician was supposed to run a hardwired line to the CE unit but instead pluggeg it into one of the recepticles in the basement. This recepticle worked when you turned on the basemnt light but didn't work when it was turned off...How stupid is that NOT TO CHECK EVERYTHING. This whole process was a comedy of errors and ommissions.

FACT STILL REMAINS, SEARS HOME IMPROVEMENT COMPANY IS NOT GOOD AND IF YOU  NEED THEM OVER A WEEKEND FORGET IT, DON'T GIVE THEM THE JOB.



This report was posted on Ripoff Report on 06/09/2011 10:49 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Home-Improvement/internet/Sears-Home-Improvement-Installers-are-not-sears-Emplyees-Internet-738785. 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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REBUTTALS & REPLIES:
3Author 5Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Sears Home Improvement Incompetent Beyond Words

AUTHOR: Joe - (USA)

The latest is "WE FAILED THE ELECTRICAL INSPECTION" not on one issue but 3, on our Central Air Install. It doesn't get any better. Hollywood couldn't script a funnier scenario.



It just keeps getting stranger. How could one simple job have so many problems....Its easy if you let Sears Home Improvement do the job...DO NOT LET SEARS HOME IMPROVEMENT NEAR YOUR HOUSE.



BUYER BEWARE....

JOE
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#2 Author of original report

HERES YOUR LAUGH FOR THE DAY ABOUT SEARS

AUTHOR: Joe - (USA)

Thi story gets more bazaar as we go along. I spoke with a Sears Social Media Representative about my frustration and their incompetent installers...

To make a long story short Sears offered me $100 Sears gift card to make this Internet attack go away.

All they did was infuriate me more. I asked the Rep if a $100 gift card would appease her if she were in my shoes, she said no. That being said why should I accept it..

THE ATTACK CONTINUES, I WILL HAVE SEARS HOME IMPROVEMENT ALL OVER THE INTERNET WITH MY STORY OF IMCOPETENCE AND MISS HANDLING. MORE TO COME......

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#3 Author of original report

Sears Home Improvement Obviously Doesn't Want to Deal with This Issue

AUTHOR: Joe - (USA)

Here's an update for you on my ongoing Internet Attack against Sears Home Improvement. I've filed a formal complaint with the FTC. I've put my story on 5 web sites, so far, some of which are this one and (((ROR REDACTED))). I've also isolated another 7-8 more sites and will put this complaint on all of them in time.

To update you on Sears HI, apparently Sears has a Social Media Department for cases like mine but to this date I have only received 3 e mails from them (no calls) and a copy of 1 internal e mail to their TEAM. Read below, here's a couple of the e mails and the TEAM one. Its IRONIC no one from Sears has picked up the phone and called me (they have all my contact info). The kicker is I'm in Real Estate in Northern NJ and capable of costing them a lot of business in the are

Team,

We contacted the customer via email at
(((ROR REDACTED))) as requested at 10:04 AM Central Standard Time. I offered our assistance with his Central Air Conditioner
concerns.  We provided our contact information, office hours and case number, 3645455.  We will follow-up with the customer in 24 hours to check for a response.

<mailto:searscares@searshc.com>

<mailto:searscares@searshc.com>

Thank you,

Tricia B.
Social Media Support - Senior Case Manager

Phone: 800-573-8431

Email: smsupport@searshc.com

Hours: Monday - Friday 8:00 AM -

7:00 PM (CST)

_______________________________

From: Social Media Support

Sent: Fri 6/17/2011 10:04 AM

To: San Angelo, Joseph

Subject: SM

Support / Radian6 / Joseph San Angelo / Central AC/TB

Dear Mr. San Angelo,

Thank you for responding. Again, I am sorry to hear you had an unsatisfactory experience with Sears, and I am ready to help find a
solution that meets your needs. My name is Tricia and I have been assigned your case. Please provide me more details on your issue. You can call me directly at 888/266-4043 Ext 19, you can also e-mail me at smsupport@searshc.com <mailto:searscares@searshc.com>  if you prefer.

I look forward to helping you soon,

<mailto:searscares@searshc.com>

<mailto:searscares@searshc.com>

Thank you,
Tricia




B.



Social Media Support - Senior Case Manager

Phone: 800-573-8431

Email: smsupport@searshc.com

Hours: Monday - Friday 8:00 AM -

7:00 PM (CST)

Obviously they want me to pick up the phone and call them, I'm the injured party here. It's up to them to contact me and try to resolve my bitterness and anger over the whole mess.

  CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
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#4 Consumer Suggestion

OMG!

AUTHOR: Long Island Plumber - (United States of America)

My suggestion:

NEVER under any circumstances purchase a system from Sears, Home Depot, Lowes or any other BOX STORES. They all use independent installers who get paid FAR BELOW industry standard rates.
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#5 UPDATE Employee

Sears Home Improvement Installers are not sears Emplyees

AUTHOR: Searscares - (U.S.A.)

Dear Joe-Elmwood Park New Jersey:

My name is Susan and Im part of the Sears Cares Escalations team. I saw this comment and I wanted to reach out to you to see if we could be of assistance. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue or at the very least monitoring the progress of the current resolution. We need to make sure that everything that can be done is being done on your behalf.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the freezer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Joe-Elmwood Park New Jersey) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
 
Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support
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#6 Consumer Comment

Sad But True

AUTHOR: Cory - (U.S.A.)

The contractor, the guy who is actually going to do the work tells you IT'S NOT GONNA WORK, but the salesman, who isn't gonna do the work tell you it will work. Who are you gonna believe? I suspect you're gonna have nothing but problems from this mess in the future. Good luck.
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#7 Consumer Comment

To James H.

AUTHOR: mr rik - (USA)

Hey James.

Why is it when ever I go into a kmart store (you guys), which really isn't that often, they only have ONE register open?  With a huge line.

How tight can a company be?

Awaiting your helpful response...
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#8 UPDATE Employee

Sears Cares

AUTHOR: Searscares - (U.S.A.)

To Joe Elmwood Park,
 
I'm so sorry for the multiple issues surrounding this negative experience with Sears Home Services. I especially regret the way it affected you, your family, and your guest over Memorial Day weekend. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to help resolve any unresolved issues involving this service and address any other concerns you might have.  At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the air conditioner was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Joe Elmwood Park) for reference to your issue and we do look forward to talking to you soon.
 
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
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