Sears Home Improvement Bathroom Remodel - Expensive, not quality work, deceptive information, disrespectful, zero customer focus - Columbus Ohio

Do not use this company. We selected Sears Home Improvement to install a new bathtub, shower surround and floor in our bathroom over Lowes and Home Depot because they sold us on their principles of no hassle, no mess installation and quality control. We were promised that we'd have a single point of contact and a project manager would be on site during installation to oversee the work of their installers and would check the final product. None of this occured.

1. The initial sales consultation took nearly four hours as the last two were waiting on the sales guy's software to connect to their server so he could input our order.

2. The sales guy had to make two additional trips to our home because when their project coordinator came to measure and ensure the correct materials were on order he had the wrong floor so the sales guy came back to have us re-select the floor and re-enter it into the system. He then had to travel back out a third time because he forgot to have us sign off.

3. During the install the crew did not show up until noon on the first day instead of the promised between 8am and 9am.  They held innapropriate conversations while they worked, left stains on our deck.  They promised when they were finished to leave the area spotless, however when they left my husband and I spent hours cleaning and scrubbing the wood floors they had left white marks all over.   There were also black dirt marks in the bathtub itself.

4. The project coordinator nor the initial sales guy have returned to our house after installation to monitor progress or check on the results.  The sales guy showed up once during install, but post install after there were issues stopped responding to text.  We were assured he would be 100% available during the entire process until we were satisfied.  This did not occur.

5. The shower surround was not the height the project coordinator who took the measurements promised it would be. Our shower head is actually now above the surround and I have to figure out a solution to seal the wall around the shower head. When I pressed to have the surround re-done I was told that would require an additional cost for a "window unit" as there's a window on one wall that wasn't included in the sale and would be an extra $1,000. A large hole was also left around the shower head.

6. The wrong shower caddy was ordered and took 3 additional weeks to be replaced.

7. During installation the crew left several scratches and dents in our walls which had been prepped for painters who we had lined up to come in the following weekend to finish off the bathroom. The walls and hole around the shower head were not repaired until the shower caddy was ready 3 weeks later and they were not fully sanded so I was forced to do that myself.  When they came out to replace the shower caddy they left white glue/adhesive all over the surrond that now we need to find a way to remove ourselves.  They also left gaps between the wall and surround which we will need to fix, becasue we don't want them back in our homes to create more damage.

8. Due to the damages to our walls we had to cancel our painter and line up a second painter who provided a quote that was $1,800 over our initial painter.

9. When addressing these issues over the phone with their project coordinator he has repeated that Sears does not offer a refund or re-imbursement program and cannot offer anything beyond $200 in gift cards where my wife and I want $1,800 off our bill to accommodate the extra costs in painters.

10.  The project coordinator who were were told would be there for us, and ensure we are happy with the product, has been slow to resolve the issues, condescending, and does not seem to understand the disaster this has been.  It has caused us to push selling our home during the peak time in our neighborhood to sell.

11.  To date we have no resolution and it has been about three months or more since the process began.  The delay has caused us to put the entire improvement project for the house on hold, because Sears has been unresponsive, and wants to charge us the full cost of the project despite how much they have screwed up.