• Report: #999580

Complaint Review: Sears

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  • Submitted: Fri, January 18, 2013
  • Updated: Thu, January 24, 2013

  • Reported By: Larry — Charlotte North Carolina United States of America
Sears
3333 Beverly Road Hoffman Estates, Illinois United States of America

Sears Sear's Home Improvements ( Sear's Home Services) Home Improvement - Disappointed in workmanship and unable to talk with a person about the problems- Hoffman Estates, Illinois

*UPDATE Employee: Sears Cares

*Consumer Suggestion: Good Luck

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This letter was sent to the home office of Sears to share my feeling.  Someone called and left a message.  However, I was never able to talk with the customer service person.  So I have decided to post my letter here.

"I just want to let you know how disappointed I am with Sear Home Improvement. I originally begin to write you to inform you that it was my intention to file a complaint with the Better Business Bureau against Sears Home Improvement for not upholding commitments made during the sales presentation and for warranty service that your installer was unable to complete. At this time, I am not if But I have chosen not to pursuit this action. However, I would like to share with you the
frustrations that I have encounter with service provided by your company.

Based on the presentation made by your Sales Associate, we purchased kitchen cabinets and counters at a cost of $40,000.00 excluding appliances. We were told and we have this in writing that we would receive a rebate check of $1600.00 thirty days after installation (owner # 1139622). The installation was completed on May 15, 2011. After waiting over two months for the arrival of the rebate check to arrive, I started to call different Sears customer service numbers trying to
get assistance. Listed below are the dates that I contacted Sears. 

 7/23/11 - I called the Customer service # 800 469-4663. They referred me to the Sales Operations @ 704 972-1551.

7/26/11 - Called the Sales Operations - Spoke with Amber and was transferred to Erica. She said she would call me back.
(Did not call back)

8/17/11 - Called the Sales Operations - Spoke with Erica again. She said that person in Account was on vacation. She would
check on this again and call me back. (Again she did not call back)

8/22/11 - Contacted Sears Customer Service 800 424-2047 spoke with a pleasant young lady that was polite and helpful. She
said that she would have someone call me back. Again no one called back.

A check finally arrived on August 30, 2011

Problem number two: After the installation of cabinets, counter tops and appliances was completed, the double ovens would not heat. I called Sears' customer service for warranty service. A service tech came out to my home to look at the unit and make the assumption that I would need a 230 volt line to the oven and said that he could not run an electrical line and could not service the unit. With that being said, I called an electrician. Over the telephone, this electrician was able to diagnose the problem and tell me it was probably wired incorrectly during the installation and I should not need 230 volt line if this oven replaced another unit. I had to spend $80.00 for the service call for an item purchased from Sears and installed by your installation technician. The electrician corrected the wiring and the oven has worked correctly. 

 Problem number three: The side and bottom cabinet moldings are coming off. Is this just another indication of the substandard work being performed by Sears? 

Problem number four: The under counter sink is leaking. We had to call a plumber to come out to fix another problem we should not have encountered.

There were other companies that we could have chosen that were cheaper than Sear. We selected Sears because of the longevity of the company and we "felt" that Sears would stand behind the work performed. We had anticipated that it not be a hassle to get things done work with a large company as stated by your sales people when they were in our house trying to persuade us that you were the better company.   However, your company has truly fallen short of those standards. With the amount of money we have spent, Sears has truly disappointed us.

This is probably why they are having financial problems and having to close Stores.

This report was posted on Ripoff Report on 01/18/2013 11:52 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sears/Hoffman-Estates-Illinois-60179/Sears-Sears-Home-Improvements-Sears-Home-Services-Home-Improvement-Disappointed-in-999580. 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:
0Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Sears Cares

AUTHOR: Searscares - (USA)

Larry

We apologize for the service that you received. I can absolutely understand your disappointment with the level of service that was provided to you. We strive for top notch service being provided to each one of our customers and it is apparent that we failed to do so with you recent situation and we apologize for that. Understanding that we have let you down, we would be delighted to speak with you so that we can gather the needed information in order to make the appropriate improvements.

Please send us an email containing your preferred contact information, including the phone number used at the time of the purchase, to smadvisor@searshc.com. Please include your FB screen name (Larry) so that we
may expedite your request, and we look forward to assisting you.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support
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#2 Consumer Suggestion

Good Luck

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

Keep in mind that Sears was bought out by KMart a while back. That should have been the first clue. Secondly, the contractors that Sears sent you were NOT employees of Sears (or KMart). They were just independent contractors that pay Sears for finding them work.
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