Sears Very Poor Service - Rip-Off Howell New Jersey

The next best step is to contact the Better Business Bureau and file a complaint against Sears or Call Executive Customer Service Sears uses OneSource.


From the BBB
"Industry Tips

Contracts

As with any business transaction, be sure to read all agreements, guarantees, and instructions before signing. Do not be pressured into signing an agreement before you are ready and you understand all terms and conditions. Make sure all oral promises are put in writing. Be wary of vaguely worded provisions, exclusions or limitations which could pose a problem later. Never sign a contract with sections left blank.

Home Remodeling Contractors

The BBB suggests that you solicit two or three bids for the remodeling work you are planning. Do not automatically accept the lowest offer. Make sure all bids are based on the same set of specifications and materials to be used. Ask for local references and inspect the finished projects. Check to see if the contractor is a member of a professional association which has standards for members. Make sure the contractor is in compliance with all local licensing, bonding, and insurance requirements, and that any necessary building permit is obtained.

Never sign a blank or partially blank contract. Typically a down payment of one-third of the total contract price is made with additional payments made after completion of each phase of work; final payment should not be made until work is completed and you have inspected the work. If the contractor arranges financing for the remodeling work to be done, be sure you understand all aspects of the financial terms, especially if a second mortgage of your home is used as security for the remodeling work. You may want to inquire about inserting an arbitration
BBB Definition:

arbitration - http://www.dr.bbb.org/ComSenseAlt/bindArb.asp
clause into your contract in case of any dispute between you and your contractor.

Quick Check List-

Before selecting a remodeling contractor, you should do the following:

* Plan your project from start to finish;

* Be specific in explaining exactly what you want;

* Be sure to approve any architectural plans that are involved before the contract work begins;

* Compare costs before making a financial commitment;

* Discuss bids in detail with each contractor;

* Ask the contractor for local references and find out if he or she is a member of a professional remodelers association;

* Contact the BBB to learn how long a contractor has been in business;

* Find out if a contractor is insured against claims covering worker's compensation, property damage, and personal liability;

* Check with state, county, or city housing authorities to be sure that a contractor meets all area licensing/bonding requirements."

If you haven't tried

Call this number:
(847) 286-2500 - and ask for Mr Crowley's office. Not sure if this will work though, Sears has fired a couple top CEO's

and use these tips
http://consumerist.com/consumer/howto/be-a-customer-service-ninja-177811.php

Good Luck!

The next best step is to contact the Better Business Bureau and file a complaint against Sears or Call Executive Customer Service Sears uses OneSource.


From the BBB
"Industry Tips

Contracts

As with any business transaction, be sure to read all agreements, guarantees, and instructions before signing. Do not be pressured into signing an agreement before you are ready and you understand all terms and conditions. Make sure all oral promises are put in writing. Be wary of vaguely worded provisions, exclusions or limitations which could pose a problem later. Never sign a contract with sections left blank.

Home Remodeling Contractors

The BBB suggests that you solicit two or three bids for the remodeling work you are planning. Do not automatically accept the lowest offer. Make sure all bids are based on the same set of specifications and materials to be used. Ask for local references and inspect the finished projects. Check to see if the contractor is a member of a professional association which has standards for members. Make sure the contractor is in compliance with all local licensing, bonding, and insurance requirements, and that any necessary building permit is obtained.

Never sign a blank or partially blank contract. Typically a down payment of one-third of the total contract price is made with additional payments made after completion of each phase of work; final payment should not be made until work is completed and you have inspected the work. If the contractor arranges financing for the remodeling work to be done, be sure you understand all aspects of the financial terms, especially if a second mortgage of your home is used as security for the remodeling work. You may want to inquire about inserting an arbitration
BBB Definition:

arbitration - http://www.dr.bbb.org/ComSenseAlt/bindArb.asp
clause into your contract in case of any dispute between you and your contractor.

Quick Check List-

Before selecting a remodeling contractor, you should do the following:

* Plan your project from start to finish;

* Be specific in explaining exactly what you want;

* Be sure to approve any architectural plans that are involved before the contract work begins;

* Compare costs before making a financial commitment;

* Discuss bids in detail with each contractor;

* Ask the contractor for local references and find out if he or she is a member of a professional remodelers association;

* Contact the BBB to learn how long a contractor has been in business;

* Find out if a contractor is insured against claims covering worker's compensation, property damage, and personal liability;

* Check with state, county, or city housing authorities to be sure that a contractor meets all area licensing/bonding requirements."

If you haven't tried

Call this number:
(847) 286-2500 - and ask for Mr Crowley's office. Not sure if this will work though, Sears has fired a couple top CEO's

and use these tips
http://consumerist.com/consumer/howto/be-a-customer-service-ninja-177811.php

Good Luck!

The next best step is to contact the Better Business Bureau and file a complaint against Sears or Call Executive Customer Service Sears uses OneSource.


From the BBB
"Industry Tips

Contracts

As with any business transaction, be sure to read all agreements, guarantees, and instructions before signing. Do not be pressured into signing an agreement before you are ready and you understand all terms and conditions. Make sure all oral promises are put in writing. Be wary of vaguely worded provisions, exclusions or limitations which could pose a problem later. Never sign a contract with sections left blank.

Home Remodeling Contractors

The BBB suggests that you solicit two or three bids for the remodeling work you are planning. Do not automatically accept the lowest offer. Make sure all bids are based on the same set of specifications and materials to be used. Ask for local references and inspect the finished projects. Check to see if the contractor is a member of a professional association which has standards for members. Make sure the contractor is in compliance with all local licensing, bonding, and insurance requirements, and that any necessary building permit is obtained.

Never sign a blank or partially blank contract. Typically a down payment of one-third of the total contract price is made with additional payments made after completion of each phase of work; final payment should not be made until work is completed and you have inspected the work. If the contractor arranges financing for the remodeling work to be done, be sure you understand all aspects of the financial terms, especially if a second mortgage of your home is used as security for the remodeling work. You may want to inquire about inserting an arbitration
BBB Definition:

arbitration - http://www.dr.bbb.org/ComSenseAlt/bindArb.asp
clause into your contract in case of any dispute between you and your contractor.

Quick Check List-

Before selecting a remodeling contractor, you should do the following:

* Plan your project from start to finish;

* Be specific in explaining exactly what you want;

* Be sure to approve any architectural plans that are involved before the contract work begins;

* Compare costs before making a financial commitment;

* Discuss bids in detail with each contractor;

* Ask the contractor for local references and find out if he or she is a member of a professional remodelers association;

* Contact the BBB to learn how long a contractor has been in business;

* Find out if a contractor is insured against claims covering worker's compensation, property damage, and personal liability;

* Check with state, county, or city housing authorities to be sure that a contractor meets all area licensing/bonding requirements."

If you haven't tried

Call this number:
(847) 286-2500 - and ask for Mr Crowley's office. Not sure if this will work though, Sears has fired a couple top CEO's

and use these tips
http://consumerist.com/consumer/howto/be-a-customer-service-ninja-177811.php

Good Luck!

The next best step is to contact the Better Business Bureau and file a complaint against Sears or Call Executive Customer Service Sears uses OneSource.


From the BBB
"Industry Tips

Contracts

As with any business transaction, be sure to read all agreements, guarantees, and instructions before signing. Do not be pressured into signing an agreement before you are ready and you understand all terms and conditions. Make sure all oral promises are put in writing. Be wary of vaguely worded provisions, exclusions or limitations which could pose a problem later. Never sign a contract with sections left blank.

Home Remodeling Contractors

The BBB suggests that you solicit two or three bids for the remodeling work you are planning. Do not automatically accept the lowest offer. Make sure all bids are based on the same set of specifications and materials to be used. Ask for local references and inspect the finished projects. Check to see if the contractor is a member of a professional association which has standards for members. Make sure the contractor is in compliance with all local licensing, bonding, and insurance requirements, and that any necessary building permit is obtained.

Never sign a blank or partially blank contract. Typically a down payment of one-third of the total contract price is made with additional payments made after completion of each phase of work; final payment should not be made until work is completed and you have inspected the work. If the contractor arranges financing for the remodeling work to be done, be sure you understand all aspects of the financial terms, especially if a second mortgage of your home is used as security for the remodeling work. You may want to inquire about inserting an arbitration
BBB Definition:

arbitration - http://www.dr.bbb.org/ComSenseAlt/bindArb.asp
clause into your contract in case of any dispute between you and your contractor.

Quick Check List-

Before selecting a remodeling contractor, you should do the following:

* Plan your project from start to finish;

* Be specific in explaining exactly what you want;

* Be sure to approve any architectural plans that are involved before the contract work begins;

* Compare costs before making a financial commitment;

* Discuss bids in detail with each contractor;

* Ask the contractor for local references and find out if he or she is a member of a professional remodelers association;

* Contact the BBB to learn how long a contractor has been in business;

* Find out if a contractor is insured against claims covering worker's compensation, property damage, and personal liability;

* Check with state, county, or city housing authorities to be sure that a contractor meets all area licensing/bonding requirements."

If you haven't tried

Call this number:
(847) 286-2500 - and ask for Mr Crowley's office. Not sure if this will work though, Sears has fired a couple top CEO's

and use these tips
http://consumerist.com/consumer/howto/be-a-customer-service-ninja-177811.php

Good Luck!

Consumer Rebuttal
--------------------------------------------------------------------------------

I did call to cancel. On July 9 at 12:00 pm. The rules were not explained to me that I needed 24 hours advance notice. The information that I called to cancel was in my record the night of July 29th. That was the day I got my 1st bill, which was also my collection notice. I received NO paperwork on July 9th. I did not sign any forms or service contract. But of course that information is now not on my record. My Discover credit card was billed the FULL amount of $170.13. The billing date is 8/8/08. I have since disputed the bill with Discover card. I paid the full amount of 170.13 under duress because I was being threatened with a collection agency. As you can see I have excellent e1 ratings. I did not want to jeopardize that. I have tried to have Sears National Support Center verify my payment (agent Pam assigned to my case), and she refused to help me. I will not pay for a fax when the payment can be verified by Discover Card and through their own records. This company has given me nothing but trouble.

As to the refund of 89.00. This was denied to me by the service unit and I was told that "I would never see that money" by another representative.

The service man and salesman (I did not ask for a salesman) could not identify the problem because the salesman did not allow the service man to look at my air conditioner. If any company comes to my house and does not do any work, am why am I responsible for them turning away from a job, when they could have given me an estimate or come out at another time.

The service unit stated that they were at my house at 12:15. This is not true, as the other company did not arrive at my home until after 3pm. I have 2 witnesses from 1 hour heating & cooling as to the time their company arrived at my home, and it was a little before 3:00 pm. This service unit from Sears kept calling me from 8:30 am every few hours to say that they had not forgotten me and will be there in a little while. Each time they called me, it was getting later & later.

Since I did not have Sear's estimate for the work or an estimate for a new unit, I went with the other company. It was a good thing for me, as my daughter has asthma and can not be in the humid weather for very long. 1 hour heating and cooling provided me with 2 bedroom units that day, until my new a/c could be installed a week later. That is very personalized service, one that Sears could learn.

Because of the sloppy service from Sears, they lost a valuable customer. I had previously purchased all my major appliances from them, but no more will they see my business.

Pam, the agent at the National Support Service actually called me a liar about buying a new a/c unit, and this was only the beginning of my being treated very poorly.

You will see on my Discover Statements, a large purchase to 1hour heating & cooling for 1,500.00. The down payment on my new unit.

Again, I repeat, Sears has lost all of my business. I will no longer be a loyal customer to this horrible company.

--------------------------------------------------------------------------------



No, I never gave them any information at all. No Credit card info. The only information Sears had was my address, and the information on my account as a buyer of this a/c unit. I repeat, Sears had NO information from me. They were just fishing for money.

The unit was purchased from Sears about 9 years ago, so I think that is why a salesman came out. But I never asked for a salesman to come out. I agree that a sales pitch was coming my way. But the salesman would not let the service man come into my home, NOR did the salesman. I received NO paperwork when they flew away. I repeat, NO work was done, nor did they even come into my home.

The bill from the service company was definately inflated. From Sears own billing rep, a service charge for a a/c unit is 89.00 dollars. Even if we double that charge the amount is not correct. I was terribly suprised to get a collection letter from Sears National Support Center. The collection did not come from a credit agency, but I guess Sears has set up some kind of debt collection for people they want to bill however they want without being notified first. The Woman's name was Pam, and she told me that she and her co-worker are the only 2 people in her department.
I have since paid the bill on my Discover Card. It has been posted to my account, and I have disputed it with Discover. I paid under duress as I did not want to tarnish my excellent e1 credit rating. AND this is the best part: Sears says they have not received payment yet, but it is clearly on my credit card statement. LOL.

I have been promised the difference back from 170.13 minus 89.00, the cost of a service charge. This service unit must be overcharging all their customers to make a living.

If you are turned over to a collection company for an unfair bill, don't give in to corporate threats and pressure until you research all of your options. Promptly respond to the collections letters refuting the charges. This buys several months of peace, and then another collection agency sends a bill in the mail. Once again, write a letter refuting the charges and on the process will continue. They shouldn't touch your credit rating or take any other action because you responded to their demands for payment and refuted the claim, keeping the ball in their court. Each collection agency offers a smaller and smaller bill as a settlement. You have the right to refute their attempt to collect, which is obvious to anyone with common sense that the sum of $170 just to drive to your home is unjustified. Exactly how did they come up with that number? Secondly, did you ask for a sales person or just a service person who could fix the unit? Sears sent a sales person in an attempt to either sell you an entirely new unit - which would be Sears first and foremost goal. If not a new unit, possibly sell additional and/or new parts to your existing unit. Then the service person might take a look to determine the problem and ideally offer a solution. Unfortunately Sears solution could very well be a costly one. Next thing you know the sales person is trying to convince you that a completely new unit would ultimately cost you less in the long run. I worked for Sears for a very brief time. I've seen how they operate.
Good Luck,
Cathy - Report # 342824

Most of this doesn't make sense.

"I also called another company who responded faster than Sears. " So why not call and let Sears know another company is doing the job?

"When Sears got to my home, they saw the other company truck." Hypothetically speaking if I was the technician. showed up and the job was already done (or being done) you wasted my time for the day.

"The salesman was so upset he walked away not letting the service rep" Why was he upset?

"I am being billed 170.13 for their time to come out to my home and do nothing." Again doesn't make sense you had to have signed something to get a charge like this, sounds like an estimate and you didn't like the Sears price but decided to not have to pay for the estimate.