Complain about a product or service

Sears Home Central

Danny of Creswell OR (08/16/08)
I had siding put on my house the rep. said he would be back to see how it went but has not showed it looks to me like there is unfinished work that I thought was to be done. The contractor said this was his first job for sears so you would think that someone would check on his work it took him three times as long as he said because he did not bring any help even though I was real satisfied with him you would have thought that someone from your end would have been questioning the time and like I say checking to see if this person is representing sear in the way you would want so maybe someone can get ahold of me

Ted of Cookeville TN (08/02/08)
my wife bought me a new cordless drill,3\8,variable speed, 18,volt reversible,model,315.115370,she got the drill for my birthday which is the end of june,now the drill's chuck will not hold the bit tight enough to drill a hole,the chuck spins on the bit,no metter how tight i tighten the chuck,it will not hold the bit tight enough to drill a hole,i complained to the sears store where my wife bought it but because we don't have our receit they won't help us.

this is a new drill,the chuck will not hold the bit tight enough to drill a hole in soft wood.

Barbara of West Nyack NY (07/25/08)
Expected to pay the $75 cover charge minimum when Sears came to repair my fridge. TEchnician stayed 20 minutes and charged $198.00 to clear out a clogged drain in the freeZer - there were not ever parts replace to inflate the price!

Email Sears Customer Service generated a request to call them, and I did. Spoke to a Mary J who tried everything to keep me from speaking to her supervisor after she basically said I was a liar, finally got her supervisor John and asked for an adjustment to the price. No satisfaction. He told me the only one who could help me was the president, a Mr. Bruce Johnson. My next move is to write to him, and also to Sears.

$198.00 for 20 minutes of work. Gross overcharge. Median hourly rate for appliance repair in nation is $75.00. Would have paid that grudgingly but it would have been fair.

Patricia of Rockville VA (07/25/08)
Placed a call to have washer serviced. Provided the part that needed to be replaced and the model and serial number of the washer. Technician arrived without part. We now have to take off from work again and pay additional service fees, not to mention that the washer is still not fixed. We are told this is their standard policy.

Tina of Funston GA (07/24/08)
I purchased a gas grill from a Sears retailer about 3 years ago. The store owner convinced me that I should definitely buy the maintenance agreement because they would come out once a year and service the grill and, if I had any problems with it, they would come out and fix it without any cost to me for parts and labor. I resisted buying it because as I told him I thought grills were kind of disposable because I just use it until it dies and go get another one. But no! I just had to have this. So I bought it. I even bought an extension of the agreement at a later date that was offered to me by mail when my agreement was expiring.

Then I decided to actually use it. I called and scheduled the appointment the first week of June. A technician came to my house on June 13. He said that he would have to order parts and that he would be back the following Friday. I went on vacation but was in touch with a neighbor who said my parts arrived so when Sears called me on my way back from vacation, I was able to tell them that the parts were there.

However, I was then told that I was supposed to call the 1-800 number when the parts arrived to schedule the next visit. I said that was not what the technician told me. They were of course sorry for that misunderstanding but said that my area was only worked on Fridays so I would have to wait until the following Friday.

The same technician came out on June 27. He informed me that these parts I had been shipped were not the correct parts. He would reorder. This time when the parts came, I immediately called the 800 number. A technician was sent to my house on July 3 (a Thursday which to my knowledge was impossible in the past few weeks but July 4 was a Friday.) This technician was not the one who had visited twice. He spent 3 hours in my driveway talking on the phone and came to tell me that the parts I had were not the correct parts and that the parts warehouse had in fact been sending bogus parts because they didn't know what to send. I swear he used the word bogus. He was sorry but he would start parts research which would take 10 days.

Today is July 23. Someone from Sears just called to see if I have parts. No, I don't have any new parts. I begin to tell them about the whole scenario but they can't say anything but the parts are on backorder. As a side note, they won't tell you but I am a firm believer that they are in India at some phone bank. So, it's been 7 weeks since I first asked for the service for which I paid. I doubt that I will ever have my grill repaired. I'll just have to go and buy another one...like I told the Sears store owner the day I bought it.

Aggravation and inconvenience as well as wasted money spent on a worthless maintenance agreement.

John of If ID (07/21/08)
Called to have a technician come to my home to fix my less than 4 yr old water heater. Pilot light won't stay lit so we don't have hot water and when the pilot goes out at night my son is sleeping in next room so we are concerned for safety.

The customer service rep (Laura??) told me the soonest she could schedule a tech would be Saturday which is five days away. I told her this was not acceptable and she was not helpful. She called me a liar and I repeatedly asked to speak to her supervisor and she would not transfer me.

I hung up and called back and another Customer Service reporesentative was helpful and able to schedule me for tomorrow morning. I asked for him to have the Supervisor contact me so I could inform them of the call with Laura and they have not called me back.

Clay of Pensacola FL (07/19/08)
Bought water heater from Sears 1/2005. They installed. Pilot kept going out. Called tech support multiple times - told to clean arrester screen which was unreachable. Called for on-site service, told to keep set on high - tech could not duplicate problem.

7/2008 called for service visit, told $69 diagnosic fee, no warranty remaining. Tech comes 7/16, stays 5 minutes and states complete temperature control valve being ordered. No mention of any fees. Says parts still under warranty. Investigated 88,ooo White-Rodgers temperature controls being recalled. My serial number just outside specified range.

Defective merchandise. Poor value.

Lauretta of Magnolia TX (07/18/08)
Bought a eureka vacuum cleaner but when we got home we saw it didn't have the features we wanted. Returned the vacuum cleaner the next day with the intent to buy a different one but was charged a 15% restocking fee to return the vacuum cleaner. Went to walmart to buy the one we wanted and will never go in sears again.

15% restocking fee

Gale of Wakefield RI (07/14/08)
The very nice service man made an initial visit and scheduled a return visit for after the delivery of parts. The parts have to be delivered to me, not to Sears, and they have to be delivered by UPS. If I am not home, UPS will leave deliveries on my doorstep. Showers have been predicted the past few days. Sears told me one part was coming thursday; it came Friday at 4:45 p.m. Sears told me the other part was coming today (Monday); it did not. I have cancelled the appt for tomorrow morning & will not re-schedule until I receive the part.

I have missed three days of work so far in order to receive one delivery. It is obviously beneficial to Sears to have parts delivered to the homeowner instead of to a central location from which they could be brought by the serviceman, and it is obviously beneficial to UPS to leave deliveries on doorsteps where they are at risk. But it is making me crazy. Every time somebody on the phone says Thank you for choosing Sears, I want to protest, But it wasn't an informed choice! But the kids on the phone have no power over this. What I want is not a nice chat with your attorney. What I want is for somebody with a stake in the business to understand why I don't want to deal with Sears again once this is over.

Jay of Richmond IN (07/13/08)
I Purchased an Air Compressor on 11/17/07 and it was a bad one so I was given a replacement on 12/13/08, I only use this Item in the summer for my Son's Go-Kart Racing so it was not used until app: 05/01/08 and it would not work properly so I returned it to the Sears store and it was sent away on 05/06/08 to be fixed, then I received a call from a gentleman in another town letting me know that he was given my Air Compressor by mistake so eventually I got it back on 05/26/08 and it was not fixed so I sent it back on 06/22/08 and have yet to receive it
as of 07/13/08,

I contacted the Store to try and just get a replacement since this Item has been so much trouble and was informed by Management at Sears that the Repair Center had to authorize a Replacement which I found out not to be true since the Item was under Store Warranty, I have spent many hour's on the Phone with my local Sears store and with the 1-800 HOME Rep. and they even contacted my local Store Manager to inform him I was due a Replacement and he still has denied the replacement and let me know that I would get my old Air Compressor back when it is repaired!!!

This has been a big run-around and I have been lied to numerous time's from numerous Sear's Rep's. I even told them I would never make another purchase from Sears and that none of my 22 Employee's would ever buy again and they just thought that was a joke.

Damage is:: that my Son race's GoKarts weekly so I had to go to Lowes and buy a Cobalt Compressor due to Sear's having my Compressor just about as much as I have used it, I've owned this Compressor for 8 month's and I have yet been able to use it!!!!

Henning of Merrick NY (07/11/08)
A mattress was purchased on June 25th, in the amount of $180.00 on sale plus delivery $65.00 plus tax totaling $266.14. Paid for with two gift cards and credit card. The truck arrived Tuesday, July 1st with a incorrect item (box spring). We declined to sign and the truck took the box spring back to the warehouse. Sears.com offered to cancel this order so that we may reorder a mattress from Sears.com with a discount of 10%. (The initial sale was 50% off the retail price). We declined the offer and asked for a refund. Sears.com told us that they need to pick up the box spring first in order to refund us! Five phone conversations later we had this additional error by Sears cleared. Sears.com has now offered to issue gift cards which we declined so that a check refund can be processed.

Considering my wife could easily make $60.00 an hour for home teaching we should be refunded $266.14 plus $300.00 for the work and aggravation on the phone trying to clear up Sears errors. Plus the insult to us offering a 10% discount on an item that initially was sold for a 50% discount. Plus one more insult in offering to issue the refund in form of more Sears gift cards so we are forced to spent this money at Sears! Add these two insults and interest on the money they have/had add up $500.00 + $500.00 + $20.00 = $1020.00 $266.14 + $300.00 + $1020.00 = $1586.14

John of Passaic Park NJ (07/10/08)
My husband and I purchased a dishwasher on 1/2/07. We called for service on 1/22/08 and Sears finally came on 2/27/08. We then had to wait another week for installation. The part was drop-shipped to our home. We again received service on May 22, 2008, June 20, 2008 and was scheduled for service on July 10, 2008, but a recorded voice message stated that Sears had to cancel and we needed to call and reschedule.

On each time upon calling the service department, the hold times were unbelievable. When you finally spoke to someone, they were extremely rude and unprofessional. I spoke to corporate just by accident. I found a representative there to be very defensive. We ended up having to buy a service agreement and is now being told that because of that particular agreement, we cannot take advantage of the lemon guarantee unless the repair is over $500 or the tech deems the product cannot be fixed. In addition, to get service, you have to be available between 8-5 each time. The is the only window that is available and no other accommodations will be made.

It is unbelievable how a company can get away with treating its customers like this. It is actually a horror story calling to get repair and then they expect you to sit forever until they come to repair the item. Why do I need a dishwasher that is broken more than it works (comparatively new when initially called), and then work schedules are constantly uprooted in order for someone to be available to do the repair, if they show up.

Greg of Fairfield NJ (07/10/08)
Had a service repair on June 23, 2008. Motor ordered and paid for on June 23, 2008. Motor arrived on July 3, 2008. Technician was scheduled for July 3, 2008 but did not arrive. Rescheduled for July 8, 2008. Sears did not show up. Rescheduled for July 9, 2008. Sears did not show up. Rescheduled for the July 10, 2008. Sears did not show up. All 4 times Sears did not call to say they would not make the scheduled visit. We had to call them every time for a new appointment.

Now rescheduled for July 17, 2008. These delays and rescheduling are unacceptable. A commitment was made and not fulfilled 4 times. The part was paid for and we are unable to use the washer until the motor is installed. By July 17th it will have been almost a month whereby a part was paid for and not installed. I called 5 times on July 10th and was disconnected 4 times. No one could provide anything more than a sorry and we will forward the call to the Service Unit. I was finally transferred to a Supervisor and the extension rang endlessly.

We rely on the machine to perform washing everyday. As it has been out of operation, it has cost us time (rescheduling internally) and money (overtime) to compensate for the lengthy delay in completion of the repair. Furthermore, the time for us to call repeatedly has totaled over 3 hours.

Chris of Brooklyn NY (07/09/08)
I had called up Sears installation to get a A/C window unit installed. The representative had assured me that it was going to be put in professionally. Meaning that it would have a base board installed into the window, sealant around the window, window lock or something of that nature. I had explained that I did not want someone to come in just to put in two screws and close the window. So I was assured that it was not going to be done that way, it was going to be done professionally.

Well it ended up being just that, two screws and shut the window, 140$ just for that. Obviously I was upset and i called up the customer service for sears and I recieved people that would put me on hold for 30-45 minutes, transfer me to the original 1800 number, or someone disconnecting me. I finally did get a response after the BBB complaint was filed but the response was that the a/c is in the window so its installed, what was said over the phone was a verbal agreement, and that before the person came in to install it, I should have questined the person on what was going to be done. I do not know why I would not assume the person would do what was stated to me and actually do the job in a correct manner.

I have spent countless hours trying to contact the customer service representatives and have not recieved any positive outcome out of it. I am absolutley disappointed with the outcome of this situation, I assumed that any company would think of the consumer but I do not feel it is reflected in this case. Stating that they would not comply with what a customer service rep had told me is just unprofessional.

Hilda of Palo Alto CA (07/08/08)
On June 24, 2008 we had Sears Home Central come to our house to repair our refrigerator. The mechanic who checked the problem knew that the relay (a small black box) had burned out and needed to be replaced. He called someone to check what relay would work on our refrigerator because he did not have the exact model that had originally been in our refrigerator. The person he spoke to told him that he could use the relay he had in his truck. The repairman went to his truck and brought the relay to put into our refrigerator.

It did not take more than thirty minutes from start to finish to fix our refrigerator. The bill we received from him said $32.44 for the part and $203 for the labor. I questioned the repairman and he told me that many other customers had complained about how expensive their labor was but the computer printed our the labor as being $203.00 and he did not have any control over it. I immediately called Sears Home Central. The person I spoke to told me he would not be able to tell me the details about the $203.00 because it would take some hours before he could look into the charge. He assured me that I would get a call within 48 hours about the problem and told me my case number.

I did not hear from Sears and finally decided to call them today. I spoke to Ron who told me that they charge $72.00 for the repair call and after that they charge by a job code. I asked how they could charge $131.00 for thirty minutes of work. He explained that it does not matter how long it takes to do the job because they go by the job code. I think that this is not a good way to run a repair business and would like to be charged $72.00 plus the hourly rate for the thirty minutes that the repairman spent at my house.

I would like to get a refund for the overcharge.

Brian of Pawtucket RI (07/07/08)
In May 2003 I had a central air conditioning unit installed by sears who subcontracted the work out. In june of 2008 a part had let go releasing all the freon refridgerant into the duct work and into the house. I had an appt on June 14 2008 for a service technition to repair the unit. The technition told me he had to order the parts needed to fix the unit. On three seperate occasions the parts were ordered and the wrong ones came in. Not to mention the same exact parts each time.

Today is now July 7th 2008 and once again I had an appt to fix the unit but they still do not have the correct parts. I have called several customer relations departments and representatives and all they do is keep transfering me to other depts. No one seems to know what they are doing. At this point they could have replaced the entire unit for the cost of the trips and parts they ordered.

During this process I had a second opinion done since I kept getting the run around. From this I found out that the original subcontractor had gone out of business and they installed the wrong parts and wrong size airhandler to begin with. I had purchased this unit with a ten year warranty on parts and labor and no one seems to know what to do.

I have taken a total of a weeks worth of time out of work to be here for each appt that they did nothing. They also damaged the access entrance to my attic by pulling it out of the ceiling. I spent 9700.00 for an air conditioning system that they can not seem to fix.

Gary of Macon GA (07/05/08)
On 6/24/08, I ordered a matterss set on line. It consisted of 2 box springs and a king mattress. The 2 box springs sets were required to fit the mattress. It said instock for my zip code. I received automated calls almost daily confirming my delivery for the morning of 7/5/08. I gave my bedroom mattress to my kids 7/4/08, to take home with them in another ciity !

This morning 7/5/08, the delivery truck showed up with my 2 box springs, but no mattress! They are now saying it will not be available until 7/25! What am I suppose to sleep on? This is outrageous. I need my mattress now! Please help! Know one at Sears cares!

All they offered was a $50 gift card. That will not even pay for 1 night at a hotel! Did not accept their offer

Mayra of Port Hueneme CA (07/02/08)
The oven in my range is not working so I placed a call on the last week in May of 2008 to Sear Home Central. They scheduled a technician to come out and do a diagnostic. He came out on June 9th, 2008 and told me that it was the oven control that didn't work. So he said that a part would need to be ordered and paid for along with the $65 diagnostic fee. I paid the technician a total of $275.19. He then scheduled an appointment to do the labor for June 23,2008 between 1-5pm. Then I recieved a call Saturday June 21, 2008 from a woman that said my 06/23/08 appointment was being rescheduled for 07/05/08 8am-12pm.

 Today is 07/02/08 i still have not recieved the part and a technician is scheduled to come out on Saturday 07/05/08. I placed a call to Sears Home Central and after being transfered around 4 times I got to Erlinda at the local Montclair office. She wasn't willing to do anything for me. She said there was no one higher than her and that she had no idea what had happened. I asked her if possible could she overnight the part since Friday is a Holiday,4th of July. She was very uncooperative and said that she couldn't do anything for me. She stated that more than likely they would have to reorder the part and I would just have to wait. I gave her my number and asked her to call me back with information on what happened to the part. She didn't even have a tracking number.

I am in a Section 8 rental housing assisted apartment. If any appliance in the apartment is not working the rental assistance stops and I am obliged to pay for the entire rent amount. If I don't pay for my rent then I will be evicted along with my 3 year old daughter. So obviously if I was able to afford the full the rent I would not be in a Housing assistance program. Effective 07/01/08 I am on my own with 1400.00 of rent until my stove is repaired.

Wayne of Reading PA (06/30/08)
Called Sears for a micorwave repair. Paid 75.00 call out charge. Then 129.00 for part to repair. Waited one week. Service Tech returned but could not fix it with the part he needed. I agreed to a second part. This was all charged to my credit card.

Sevice tech returned but could not fix it with the second part. Said he would need a thrid part. Which I declined. Service Tech said all my money would be credited back to my credit card. It has been four weeks now. Four the last two weeks I have been calling Sear Custmer Relations to resolve the issue. They transfer me from person to person, Department to department. Then put me on hold for as long as one half hour. Then finally hang up on me. Thie all started on June 6th. It is know June 30.

I have made payment for the 75.00 call out charge to my credit card. But the 129.00 for the parts has not been refunded. I will end up paying for that as well to keep creidt in good standing. What can I do?

Anna of Douglas AZ (06/19/08)
Recently purchased a water softner at Sears in Douglas, AZ. The salesman told me that Sears will not come out to my house and install it because I lived 50 miles away. So when I got home I noticed on the side of the box that it said in large letters Nationwide Installation. So I called the installation number on my sales receipt and the person I talked to said that they would install it for 199.99. I said that would be fine and gave her my debit card number. It was taken out of my account the same day.

When the installer called from Echowater in Sierra Vista they wanted 225.00 to come here and install it. This is over and above what Sears already charged me! I told them no and I immediately called Sears back and told them to reverse the charge on my debit card. They told me it would take 5-7 days. I was not happy because it took them minutes to debit it and now it will take this long to credit it!

On the 11th I had a feeling that I should call back and check, so I called back and low and behold it was not done! They said that they were waiting for something. I was quite mad at this point because after all it is my debit card and I make the decision to reverse a charge that I did not get services for. So I talked to a supervisor and she, of course apologized.

I have now waited 7 business days and am still getting the run around. I have spent 30 minutes so far trying to get this taken care of. I am now speaking to a sears associate called Marlena. She just told me that the credit was not done and there is no record of me calling!!! HELP!! She just assured me that it is being done now. Can I believe her? After all this is the third time I was assured that it would be done. Now it will take another 7-9 days. (As she says) I am at a loss and have no where to go except I will drive the 12 miles to town today and fill out a form at my bank to try that way. I am tired of waiting and cannot afford to hire a lawyer for just 212.99 claim. My husband did end up installing the softner by the way.

My bank account was out 212.99 for what is going to be short 212.99 for almost a month because of Sears mistakes. I could have bought groceries etc. with this money that was not in my account. My husband and I are both retired, I am disabled and this is a terrible thing that Sears has done to us.

Paula of New Castle DE (06/18/08)
The istallers would not carry the airconditioner that was not the proper size. The item is to be returned and they want to charge me $75.00 to come back and carry it downstairs. They already charged me $149.00 just to install it. They tried to not install the two A/C's making excuses they were broken and the wrong size. The one that was supposedly broken was not and they installed it with openings around all 4 sides so it is not tight. They then went on to tell me to buy spray foan to close the cracks.

I am at the point I will not buy from Sears as long as they use that installer George of Quality Home Services Newark DE

Joseph of Fawn Grove PA (06/16/08)
I bought a band saw in 1986 and bought it for my 50th birthday, Model 113.244420, 10 inch with 72 5/8 blades. Great saw and used ofter, 3 or 4 times a week for 2-3 hrs. Now blades no longer available. Realize saw is almost 25 years old but now I have a saw no longer useful. I am not happy having to buy a new band saw but I need one for crafts( my hobby) as I was a wood shop teacher and school administrator until retirement 15 years ago. I have several Craftsman tools from table saw and jointer to drills, router,hammers and screwdrivers and credit card. True Sears believer.

No longer can enjoy my hobby without buying a new saw. Not happy about that.

Doug of Broken Arrow OK (06/14/08)
First I called the store and was redirected to the 660 number for parts, because it would have to be ordered, according to the store. These were little tires and wheels on the back of my Kenmore Vac. When the parts dept. answered, she put me on hold while she took care of a customer in the dept. I waited 20 minutes for her to come back to the phone and when she completed her sale, she just walked away.

Immediately, a gentleman took over the register at that station with another customer, I could hear the entire conversation. That took another 10 minutes. When he finished that deal I finally yelled into the phone and then the phone went dead. Called back and when they answered, another gentleman answered, asked me, Can You HOld and I immediately responded NO. He never heard that and had placed my call on hold without hearing my response.

I have owned and do own many kenmore products over my 67 years, but the lack of courtesy demonstrated in this instance as well as others I have witnessed in the stores in the last few years tells me that these people need to go out of business. When this vac finally fails, and it will, I will throw it as far as I can and will never buy another Sears Product or shop at those stores again. They don't work to earn your business, they abuse it. I'm done!

Ellen of Labelle FL (06/12/08)
We have a Propane Water Heater from Sears that was purchased in September 2007, it is still under warranty. This is the third water heater since 2000, the others had tanks that failed. When it fills and finishes heating the water the pilot goes out.

We called early May to get it repaired and had to wait 2 weeks for the first available appointment, which was May 16. We were told the Technician would be there between 8 and 5, which meant one of us had to take the entire day off of work to be availalble. The Technician never showed. When we called at 7:00 pm to get a status we were told the technician cancelled the call at 5:30 because he had never worked on a Gas Water Heater.

We called Sears Customer Relations and were able to get another appt on May 21. My husband again took the day off of work. The Technician showed about 6:30 pm. He could not see the issue right away so he was just going to leave. My husband made him stay and was able to get the problem to happen. The Technician then ordered a part and made the fisrt available appt which was June 4.

On June 4 my husband again took the day off and the technician did not show again. We called up till 11pm for a status and were just told that he was at another call and we were next. The following day my husband again called the customer relations and they said that the technician said we were not home, which was not correct, my husband was home ALL day.

They were able to get the technician there the next day. He replaced the part but we still have the same problem. We called the repair center and the first appt was June 18. He called Customer Relation and was able to get an appt on June 11. But again the Technician was a no show. After several calls to Customer Relation he was transferred into no where land and then they were closed for the night. We still have a Propane Gas wather heater that we need to light at least once a day after 5 repair appointments and 1 1/2 months.

Economic impact is 4 days taken off work. No physical impact except for the risk of having to light the pilot at least once a day.

Jennifer of Lindenhurst NY (06/12/08)
My parents purchased an air unit from sears.. sears sub contracted the work to another company who then installed the unit improperly.. They crossed the wires (as what was adv from specialist) they only had a three year warranty and the never used the humidistat that was built in to the air unit until 5 years later... My parents had just finished redoing the whole house and the gentleman that installed the hardwood floors advised my parents to use the humidistat since they were coming to new york to visit me for a couple of months and the floors my warp..

So my parents thinking they were doing the right thing used the humidistat only to find out a month later that there house was ruined... My aunt went to ck on the house and when she walked in, the house was freezing and there was black mold coming out of the sockets down the walls and all the furniture was molded.. The company that installed the unit crossed the wires and the a/c was running 24/7 for over a month..

The unit would freeze up, melt, then restart again and sears advised since it was not with in the warranty period they couldnot do anything.. My parents do not have the money to rebuild there home and sears has done nothing then give my parents the run around for over a year.. My parents homeowners denied the clm because they do not cover workmanship error and sears advised that the company that installed the unit has since then claimed bankrupacy and they can not do anything else for my parents.. Please help!!!!!

Larry of Forest City IA (06/11/08)
Dehumidifier purchased on 6-30-05. Repaired on 6-01-06 gone for one month.Repaired 10-06-06 gone one month. Repaired again 9-8-07 gone one month. Took it out for the season on Monday--don't work. We want this taken care of--our money back or rec'd a new one that WORKS.

Gretchen of Spring TX (06/11/08)
Sears changed the due date on my bill from the 19th to the 9th. I discovered this on the 10th. I feel so ripped off. I had a low rate, not sure what to do next.

Rebecca of New Orleans LA (06/05/08)
I purchased a 4 pc luggage set in November, 2007. I did not use the luggage set until May, 2008. On my return trip home, the luggage ripped at the seam, which means that it was made correctly. Shannon told me that there was nothing Sears could do because it was the store policy to return it in 90 days. I advised her that I didn't realize there was a problem with the bag until 5/08. She didn't care, and said that rules are rules. When I asked for a manager, she informed me that she had management approval and she had the final say, and said Oh well. I cannot believe that this is how Sears is treating customers.

Carol of Sandwich MA (06/05/08)
I repeatedly told people at Sears I DO NOT want a Sears card and they continue to send me one. I called and told them to remove my name from the list and June 4 2008 I recieved another Sears card. How long is this harrassment going to last. I want to know how I can stop Sears from sending me credit cards or any other mail.

It makes me so upset. I get angry for about a week. Why don't they listen. I do not or never want a card. That is what I told the woman on the phone and she continued to say so I can give you a ten Dollar credit. I told her I don't want a $10 or $1000,00 credit I DO NOT want a credit card from Sears or Discover. I guess she did not believe me. What can I do to stop Them. I am so frustrated and angry.

Richard of Staten Island NY (05/29/08)
Fraudulent Charges from Albany, NY Sears were transferred to my account totaling $2700, Sears cards has refused to send me receipts showing my signature, this has been ongoing since march the charges were made in feburary, the credit limit on the card is $500, since disputing these charges $785 more has been added to my account

James of Sammamish WA (05/17/08)
On May 17th, 2008 I tried to purchase a Craftsman Personalized Mechanics Tools Set(item # 00935263000) that was advertised on the Sears.com website for $296.99 (on sales May 17th). The website showed the item 'in stock' - same as the day before. When I called (as directed by the web site) I was told they were 'sold out'. I asked to speak with a supervisor and the told me the item was 'discontinued'. He offered to sell me a different set by the only other one was $699! Seems to me a bait and switch tactic!

Barbara of Goffstown NH (05/13/08)
I have been looking for belts for my kenmore vacuum cleaner for mnths and I cant get them in the store the store cant order them and service center cant either the only way to get it is to pay over 12.00 online and that is for one in the store they come in 2 packs and cost 4.99 that is 2.50 a belt sears is charging over 6.00 for shipping and handling this is nut the belt does not weight a pound and is only a few inches long. I saw a posting on your site from 2005 for the same thing guess sears didnt get the picture I will never buy from there store again thanks

cost more then the products worth rip off out fit

Herold of Miramar FL (05/12/08)
On Sunday 5/11/08 (Mothers Day)I went to Sears Store at Aventura Mall, Florida and purchased a Nordic Track Tread mill excercise Machine cost $699.99 for my wife's Mothers Day gift. We took the machine home to assemble it only to find out that several parts were damaged.It is clear that this machine was previously purchased and returned to the store and instead of taking it out of stock Sears willfully taped up the box and attempt to re sell it as new.I am very dissapointed with this matter and the inconvienence this has caused. I paid for a new machine and should get a new machine, futhermore I should not have to struggle with a 500 lbs machine to take it back to the store.

This is an official complaint and I am requesting that part of the remedy is that arrangements are made to pick up this machine from my residence and a new one deliverd without damage at no cost to me.My wife was very dissapointed at not being able to use her new machine. I would appreciate a speedy response to this matter, either by email or phone

Kevin of Cheyenne WY (05/12/08)
Had poor customer service at a local sears store, after talking with the local asst. managers who had a better then you attude , I then called customer service, still no one who cared, I then emailed customer service FOUR TIMES, no results - I now but my tools and appliances elsewhere.

John of Waukesha WI (04/29/08)
Did a tume-up on my Sears riding mower. No problems there but he spilled gasoline on my newly refinished garage floor, leaving a stain and an odor that is still there 12 hours later.

Stain and odor.

Charles of St. Peters MO (04/29/08)
No complaint with the technician at all. But labor cost is way,way,way out of line. $159.00 for less than 30 minutes in the home. Our house has nothing but Sears Apps. in it but we will never call Sears again for repairs. I know a business has to make money to stay in business but when that business starts raping it's customers to make a few $$$ then that's when I quit doing business with them.

Chris of Colts Neck NJ (04/01/08)
I saw bar stools at Sears online at a much lower price than viewed at other online retailers. I called Sears to make sure they were the same manufacturer and were available for delivery. I was told yes. I ordered 8 bar stools (2/13/08) and did receive a confirmation of the name (Dalton cane Barstool) and a receipt. I called 3 times to get an approximate delivery date. They said they were vendor shipped and could take a week or two. OK. Fine. When I went to check my order status online and Sears had changed the name of the item I ordered to something completely different. I called and was told I was still getting what I originally ordered and they don't know how my order was changed.

After many hours on the phone with totally incapable customer service and a few supervisors, I said to cancel the order because I did not want to get the wrong chairs. It took 4 more phone calls and many emails to have them cancel the order. We get the Sears MC bill and the charge is on there! $1,220.46. They said it will take 1-2 billing cycles for the credit to appear, even though I received no merchandise and Sears was in error 100%. Therefore ( I called Sears credit services) and wanted to know if finance charges would apply. They said YES if the amount was not paid in full. I have NEVER seen such horrible business practices in my life. We are canceling the card and would never use them again.

Brittany of Patrick Afb FL (03/27/08)
I ordered a Union LTD Plush Pillowtop Queen Mattress and a Union LTD Plush Pillowtop Queen Foundation on 3/17/08 for $508.99 including delivery and removal. The order was suppose to be delivered 3/27/08 between 3-5pm. When delivery did not show at 5pm I called customer service. They told me they would have the driver call me back and update me on his location. The driver called at 5:50pm and said he would be here in 5-10 min. I informed him because I live on base they no longer accept deliveries after 6pm. He told me he would make it just in time.

At 6:58pm he called again and told me the guards told him that they didn't accept deliveries after 1pm and he would try to squeeze me in asap. Knowing this was incorrect I called and verified and 6pm was the confirmed cut off time. I called Sears only to get a MAJOR run around. The driver lied to them as well and told them that the gate only accepted deliveries between 7am-10am. I told the CS that was incorrect and I wanted to reschedule for tomorrow. They told me that my region only received deliveries on Thursdays and I would have to wait until then. I went through the proper chain of Sears command being put on hold numerous time for probably over an hour only to hear I'm sorry all we can do is deliver on Thursday from the complaint specialist Quan. All after I explained to them that my husband just had knee surgery on Monday and I just had a baby 6 weeks ago. I had to move my bed downstairs by myself for removal and there's no way I can get it back upstairs by myself. So we're looking at a week of sleeping on the couch. Still just an, I'm sorry for the inconvenience.

Hildarodriguez of Guayanilla OTHER (03/18/08)
Today March 17/2008 (5:45 P.M.), I went to pick up a merchandise which has been paid since January 25/2008 {due to merchandise wasn't available at the moment} and the manager Margarita (who was very disrespectful, aggressive and intolerant) denied me my merchandise. I showed her my receipt and she answered back that since she didn't authorized the arrangement in the receipt she would not give me my article and that I could do or take any action that I pleased. As a customer I don't need to be insulted by one of their employees like she did in front of other customers. She was not willing to listen, the only one that had the right to speak was her, abusing of her authority as a manager.

Emotionally I have been affected by the manager attitude and behavior's. As a M.D. I don't have time to waste dealing with situations such as this one. My merchandise is to help improve a healths condition.

Willie of Nyack NY (03/15/08)
Sears advertised in the paper, Craftsman 263-piece tool set for $189.00 I went to Sears to purchase the tool set and was told by the Manager that Sears does not have the tool set anymore and it was discontinued. I asked why was it advertised and the response was just a shrug. I asked the manager if Sears would replace the tool set with another and the look he gave me was, "why are you waisting my time?" I called corporate and complained there. This is another example of poor advertising and customer service given by Sears.

Marshall of Roxbury MA (03/09/08)
I bought an Elliptical Exercise machine from Sears in 2006. It broke within three month of the purchase. Six breakdowns later and two promises to replace the machine, and I'm writing because the thing has been broken more than I've used it. This Wednesday, March 12, 2008 will mark the 12th day of missed work waiting for the repair man. For me. this is a SERIOUS health concern. Because I take care of a challenged sibling, I can't join a gym, nor do I want to.

Bottom line is that I need to stay as healthy as I can to be there for my sister who is totally dependent. I'm more than happy to pay for an upgrade, but Sears keeps changing the rules. First they say the machine has to break four times. Now they say it has to break four times within a year's period. Although I've talked to several 'supervisors', each one is different and hasn't the slightest clue what I'm talking about. Meanwhile each time the machine breaks, it takes about three weeks to repair (Repairman makes a diagnosis, parts have to be ordered, repairman (never the same one) makes a second visit if parts have arrived to fix, it breaks I call repairman comes to diagnose, etc.) It's a real lemon. Please give me some guidance.

My health has declined, my nerves are shot. Over a dozen missed days from work.

Elaine of Pawtucket RI (03/06/08)
An appointment was originally scheduled for Friday, March 7th to fix my treadmill but I have a disease called Meniere's and I have been very ill in the last couple of weeks and I had to visit with the doctor twice in the past week. I decided that I should keep Friday clear in case of a medical problem. I called within 5 minutes of making the appointment and the representative promptly rescheduled the appointment. Today, I have waited all day for the technician and no one called or came. When I called Sears, I was told the appointment will have to take place tomorrow. For forty years, I have been a charge customer of Sears, before and now during my marriage. In the last couple of years Sears no longer offers that old fashion personal touch. It is more like an American drive through and a mail service company. Although I have purchased thousands of dollars for home appliances, clothing and at one time furniture - I will now look to other companies for future purchases. The Sears Company is no longer a company that can be highly regarded as a trustworthy establishment that is interested in their customer's satisfaction.

Lisa of New Market AL (03/05/08)
I placed an order for 3 items on 12/10/07. I received item # 1 on 12/14/07. Item # 2 got a tracking #, but every time I checked, nothing was happening. Item # 3 never even got a tracking #. I started sending e-mail after e-mail asking what was going on with my remaining 2 items. These were Christmas gifts. I figured 2 weeks before Christmas still left time to get the items and with one being delivered on 12/14/07, I was proved correct. But, that wasn't what happened. Sears customer service reps answered my e-mails telling me that the tracking # item was in process. In process. In process. That was still their answer 2 weeks after it was in process. They told me the other item was more popular than planned, which was a roundabout way of saying it was back ordered or temporarily out of stock. I finally got a refund on Item # 3 on 1/3/08. I continued sending e-mails. Called once and was told that person could do nothing (and they told me this without even getting an order # or any information from me). I finally filed a claim with my bank to get my remaining refund later in January. About a week later the remainder of the Sears refund came through and my bank reversed their refund.

Dealing with this one order stressed me out just before Christmas and really had me upset because all 3 items were for my dad and 1 item wasn't something I could find just anywhere. Because Sears failed to deliver, I had to go shopping on Christmas Eve and spend more money. You can bet it wasn't in a Sears store!

Paul of Fullerton CA (03/04/08)
After spending $142 on fixing a Kenmore water heater that was just over a year old, the technician left without checking to see if the problem was fixed--which it wasn't. Now they want to charge another $142 to come out and fix it.

Trudy of Shapleigh ME (02/26/08)
Our microwave caught on fire last night while I was cooking dinner! I had put corn in a microwavable bowl to heat up and I heard a big pop sound and turned to see flames and black smoke coming out of the vent area of the microwave! I put it out with an fire extinguisher. Dinner was a total lost and had to put kids and dogs outside because of the smell and spent 3 hrs cleaning up my kitchen! Didn't get a warranty and have had it for two years almost to the date GoldStar model# MUI526301/serial#508tTaxTo1194. Gave sears a call. Because of no warranty, they were no help so we asked about recalls. They didn't think so, and I looked online to see if I could find any and it's not an easy thing to do. You should be able to put in model and serial # to find if there is any problems with your appliances! So now my house still stinks but on the other hand at least we still have a place to call home, we are on of the lucky ones.

Cleaning for 3 hours, putting kids and dogs outside, very scared and the smell still being in the house. Very lucky that myself and husband put it out as fast as we did. WE COULD OF BEEN HOMELESS! My husband took the microwave down and put outside.

Thomas of Orlando, FL (02/24/08)
I purchased a Hot Water heater with installation for my Mobile Home from Sears. Bad enough they rip you off on the installation because of the Mobile Home. My problem is that it had to be Special Ordered and the plumber picked it up after waiting 8 days. After cutting my pipes, the Hot Water heater was too big by 4. I contacted sears and spoke to a gentleman, told him of the problem, went over the height, width, voltage, tank size, and he tells the plumber that the local sears has one and to go pick it up. I call first only to find it was the wrong voltage. I called Sears back along with the Plumber who charges to return items, spoke to gentleman and explained again what happened. He was confused and gave me the Supervisor but she was a bit bossy. After telling her my problem she tells me she will order the correct one herself, gives me the model number and they call the plumber.

Now I wait another 8 days and the plumber goes to pick it up on said day only to find out from sears store that model number does not exist, They do not know where she got it from. I called plumber to tell them to call Sears and cancel the heater and installation, and a women calls me and I inform her of the messed up situation. I still have no hot water, canceled everything. Now I have three different water heater purchases on my Sears Card, how stupid is that. I call today to tell them they said the papers I received will be taken off my bill, what about the interest they charged me? Who can I call at Sears who has a brain that can help?

Dick of Olathe KS (02/21/08)
We submitted a service call for our GE dishwasher, service order number 97090871. The technician arrived and investigated our problems and advised us about the pump leaking. If he explained about our original service request, we have forgotten, as the value to replace the pump was mind boggling. As well he pointed out that there was a spill of the rinse agent between the two door panels, and that was not explained fully, nor do we remember the reasoning. Having crawled down on the floor this evening after dinner, and removing the lower panels of the dish washer during the cleansing of the meal's dishes, I do not see any leakage, and I am still wondering what is the cause for why our dishes are not getting clean; or why they are etched, and would like to understand more fully the leakage of the rinse agent.

Physical value of our service ticket was $55. The replacement Whirlpool dishwasher we selected ($349 value sales item # DU1055XTSQ white) is not available, and now we are wondering, why aren't our dishes clean?

Scott of Riverview FL (02/17/08)
I bought a Craftsman professional 13 drawer mobile tool chest in December of 1995. When I bought it I received a full life time warranty. The box's size was 46L x42H x24W. I recently contacted the local SEARS in Brandon FL. because the tool chest was falling apart, and that the welds holding the sides on had come undone, and several of the drawer rollers had failed. Basically the box was falling apart. I spoke with the home improvement manager, Marvin Charles, about my problem and asked for a replacement box of the same dimensions. Marvin said he had gotten with the store manager, Liz Harris, and she said that they were willing to replace my box with a similar box but smaller than the one I've got because SEARS no longer makes my box.

The newer, smaller box costs $2199.99. My larger box, at the time, cost $1699.99. As you can see the cost has increased as most things have. I told marvin charles that I couldn't accept the smaller box because I needed every square inch I had and more, my tool box was full. SEARS, Marvin Charles and Liz Harris told me they were only willing to replace my box with the smaller box or the original price of $1699.99 that I paid 13 years ago! So I can either accept a box that is to small, or a check that is to small to replace my current box. I asked if they would at least be willing to give me a check for the price of the new smaller box of $2199.99, so I could put that money towards a better brand box. THEY SAID NO!

I've been a mechanic for 22 years at the same place and I make my living with this box.The box is coming apart, some drawers don't open all the way, it is slowing me down. With today's economy, I need to be more efficient not less.

Ruthie of Bklyn. NY (02/11/08)
I purchased a handbag at Sears in August of 2006. In November I noticed that the zipper part where the stitching was started to unravel. This could only happen when the edge of the material was not properly placed on the presser foot of the machine. I took the bag back to Sears where I was treated horribly. I loved the bag and really wanted a repair or exchange of that same bag.

Since Sears did not want to help me, I sent the bag to Mr. A. Lewis CEO. I waited then sent a second letter in Jan of 2007. To date I have heard nothing nor did I receive the bag back.

Valerie of Newark DE (01/21/08)
On Friday, January 18, 2008, I went to Sears, at the Prices Corner Shopping Center in Wilmington, DE to purchase a camcorder. I was waited on by a new clerk, who was very nice. I found the DVD Camcorder I wanted and it was on sale. I than found out I couldn't get the item because a sales person had taken the keys home to the cabinet that held the camcorders. This was about 1:00 p.m. I left and returned to the same store at 4:30 p.m. I was waited on by another sales person, who again was very nice, and again I was told that the person had not brought back the keys to the cabinet and still was not able to purchase the camcorder. The salesman went into the back to see if there were any in the back, but only the more expensive ones were there. He told me I could go to the Concord Mall Store on 202, Wilm., which is about 30 miles away. I said why should I have to do that when the items should be available for sale, when a customer is there ready to purchase the item.

Anyway, I conceded and asked him to call the other Sears, which he did and they did not have any camcorders available. Needless to say I was very upset, because I needed the camcorder to tape my son's wrestling match which was being held the next day and I had to leave for the tournament at 6:00 a.m. and could not come back to the store. There should be more the one key in the whole store of Sears in order to open these cabinets. I asked the salesman if I could speak to the manager. He came back saying the manager was dealing with another issue and would not be available to speak to me for another 20 minutes. I told the salesman that I was very disappointed with Sears and that I was going to write a letter.

Kim of California KY (01/02/08)
I ordered two tool boxes and they were both broken. I ordered 2 measuring tapes and only got 1. I notified customer service 3 times, but nothing was done. These were all Christmas gifts.

Stan of Renton WA (12/31/07)
Dec. 28th, 2007, our central heating system quit producing heat. Contacted Sears Home Central and scheduled a repair for the following day (Dec 29th) between 8am and noon. Technician called at 12:45 stating he would be there in a few minutes. Showed up at 1 pm and diagnosed the pilot orifice needed cleaning, which he did and restarted the pilot. Charged $189.91 and left. System produced heat for approximately 20 minutes in which it returned to the pre-service condition.

Called Sears again and was assured the technician would return immediately following his next call. Never showed or called. Called Sears again around 5:30 pm to ask when the technician would be arriving. Was told he would arrive on Monday (two days later) Dec. 31st prior to 5 pm. Called Sears at 3:00 pm on the 31st to check status of call and was informed by the electronic message the call was scheduled for January 3 between 8 am and 5 pm. Called Sears to complain again. Spoke with a concerned rep who promised to pass me on to a person who could help me--and promptly hung up.

The temperatures tonight will be in the 20's and 30's. Our house is so cold we are forced to huddle around the fire place which ads little comfort especially when going to bed, which is upstairs and out of range of the fire place heat. We are all sniffling and most likely coming down with colds, and now we are being asked to go another 3 nights without heat. I am contacting another firm to do the work and want to discuss possible damages and reimbursement for this incredibly stressful experience.

Nina of Calgary OTHER (12/20/07)
I purchased a whole home package of appliances about 6 weeks ago. (Stove, fridge, dishwasher, washer and dryer). I arranged delivery for Tuesday Dec. 18. They did not arrive, no call, nothing. I called store and was assured it was on the truck and should be there, but it didn't arrive. I phoned the delivery 800 number today, and was assured it was on the truck and to be delivered between 6 and 9 pm. today again. They apologized for yesterday. I phoned again and had it confirmed just to be sure it would come today. The operator got defensive and told me trucks are not allowed to come back with anything left on, I would definitely get it today. Right now it is 10:15 pm. The delivery has not been made. If I do not receive  it by noon on Thursday the 20th, I will cancel a $5000.00 order, and my credit card and will never deal again with Sears. I will also make sure anybody I talk to hears about the dependability of Sears here in Calgary. We are in a new home with no appliances even though I thought I had done everything to ensure delivery would coordinate with move in. How unprofessional of Sears to not even phone to say that it would not come for two days in a row.

New home needs appliances. Somebody has been waiting for 2 days for delivery, arranging absences from work.

Ruth of Villa Rica GA (12/14/07)
This is small complaint. My husband is bed ridden and can't be left alone. Therefore, I must have a sitter in order to shop. Upon entering your store I found items in your bath section and made my selections. These items consist of 1 large bath towel, 1 hand towel, 1 bath cloth (red), and a throw also in a beautiful red. When paying, I was charged full price when the sign said all stock on sale (50% off). The young lady at the cash register became confused as how to correct the overcharge. A department supervisior was summoned. No one came. I stood there for approximately 20-30 minutes while she continued to try to correct the mistake.

A manager from another dept. came and again called for a supervisor. Then came the other lady (on her lunch break) and tried to correct the problem. She said I cannot use my card to correct the register because I'm on my lunch break. I can understand rules, but why come if you can't correct the mistake? I finally said, just to void and return my check, I have to leave. Again it took quite a while just to do the void. As I was leaving, another employee said those towels are not the ones on sale. The card right beside the towels said all in stock. I went on line and found what appeared to be the towels at 50% off. The problem was the time factor and that I can't go as often as I like. Secondly, the clerk telling me that these weren't the ones on sale, when actually according to the sign, all stock was on sale. Just frustrating!

No bad results, but just makes a bad feeling toward Sears. The friend with me shops often and said Sears is notorious for this action.

Joseph of Jasper IN (12/14/07)
Sears had a sales flyer in our local newspaper that offers sales prices on various items, plus what appears to be an extra 10% on Wednesday and Thursday Dec. 12th & 13th. At the bottom of the page it clearly states, Offer valid thru 12/31/07. Upon trying to purchase products on the 14th, I was told that the sale prices had expired. I still have the sales flyer and I am very upset! Do I have any recourse in this matter? This is clearly a deceiving practice and prices are being misrepresented.

Judy of Topeka KS (12/10/07)
We purchased a Mitsubishi 65 television a year ago from Sears. We asked all types of questions about the television before purchasing it. We were told that the life of the lamp in the television lasted 10,000 hours. After doing the math, this lamp should last between 3-5 years with the usage we use. We are now replacing this very lamp for the second time. Seems this lamp goes out every 6 -7 mos. I went to talk to the rep and she was not willing to listen. She just keep saying We have you covered with the service contract. I keep explaining that we purchased the service contract and I realized that lamp is covered in there, but, that the lamp should last 3-5 years from what we were told and from the research that we had done. I was requesting a new television because I felt this one is a lemon. She was rude and would not listen to anything. We spend a lot of money at Sears. We have made 5 major purches in the past 2 years there.. I feel that no matter had we spent money there or not they should have been willing to listen and try to make things right.

There was no physical damage. The consequences is that we will be with out a television for two weeks. We have my father living with us, he is 85 years old and he watches the television. This is the only pleasure he gets out of the day. We went and bought a new television so he would not have to be with out. I was really frustrated and angry because I felt we should have been treated with more respect.

Robert of Fairport NY (12/10/07)
I just purchased three major appliances from Sears, a washer, a dryer and a dishwasher, including installation. Because of some recent health issues, I was unable to install the appliances myself and had to rely on Sears for installation. That turned out to be a mistake. If inspected, neither the dryer nor the dishwasher would receive UL approval. On the dryer, the strain relief holding the four-wire cable was totally missing. The wires were just loose in the relief bracket. This could result in a fire, an electrically charged dryer, or minimally, a blown circuit breaker. On the dishwasher, a plastic cable clamp connector was the wrong size. The connector was barely inserted into the connector bracket and was not firmly affixed to it, as it was too small for the bracket hole. The wires it held could again easily cause a fire or a blown circuit breaker.

I installed the correct fittings myself at a cost of $4.09. I wish I had done the whole installation and saved the installation fee. Then it would have been done right. Whatever happened to Sears quality? I think buying from Sears was a big mistake.

Sarah of Los Gatos CA (12/10/07)
I purchased a Kenmore Mondel# 721.62464200 Microwave made June 2003 from Sears in 2005/6 serial # 306KM00936 BEJS211ZH. I put in some cut greenbeans and chicken in to reheat for 20 seconds. After 5 seconds there was a crackling popping sound and half of the greenbean piece in the center of the plate burst into flames! I immediately stopped the microwave and took out the food. I dissected the greenbeen, but aside from one side being totally black there was no metal or anything unusual about it. The corningware bowl is microwave safe and has been in the microwave dozens of times before. I tried to use the microwave again and a second time I had flames within seconds. I gave my toddler his food cold and I will be replacing the microwave. Sears said that since I did not buy an extended warranty they will not help at all and to have the microwave looked at by a repair person starts at around $80.

I will be purchasing a new microwave and trim kit.

Michael  of Joppa MD (12/01/07)
I had warranty work performed on my treadmill on 11/28 by Sears Home Central. After the three week wait to have the service performed, tech #0000505 from Sears Home Central in Glen Burnie MD came to my home to perform the service. Besides not repairing my treadmill correctly, he managed to completely destroy my brand new carpet and left about 15 greasy footprints through my hallway and down my stairs. I decided to check out the condition of the room because of the guilty look that I got on his way out. After discovering the damage to my home, he had the audacity to claim that he didn't notice the grease. I forced him to attempt to clean it up. When he decided that he was done, he claimed that the black grease smear covering my entire upstairs would disappear when the cleaner dried. NOT THE CASE. As if this wasn't bad enough, the response I got from my first two phone calls was......I can't do anything for you, just wait and someone will contact you in 48 hours. Not the response you would expect when thousands of dollars of possible damage was caused to your home by a professional technician.

After another phone call I was given an appointment for 12/01 to have the carpet cleaned and treadmill repaired and was told that this appointment was set in stone and would not be canceled or rescheduled. It is 12/01, and I received a phone call saying that the appointment was canceled and needs to be rescheduled. Also, I was told to call and file a claim with Sedgwick, the property damage department of Sears. After wasting my time trying to contact them, I was told that I shouldn't even have this number and it is the technician's responsibility to file the claim. So in the last 24 hours, my treadmill still isn't working, my home has been damaged, I was never contacted back by customer service, I wasted hours on the phone, and did the job of the technician that damaged my home in the first place. The current status of this complaint is, no one from Sears is helping me what-so-ever and I once again have been told to wait for a phone call that I was to receive three days ago. Obviously consumers are mistreated by this company and I need the assistance of the BBB to get this matter handled correctly. 

Maureen of Brampton On OTHER (11/25/07)
I purchased a furnace (over 5 years) in 2002 from Esso which then transferred the heating and cooling part of the company to Sears. In August 2004, I received a huge bill for a service call. I immediately called the company and was told twice by 'Kinky' not to pay the excess, which I never have paid. Each month I continue to be billed for this extra (now over $100) service charge. In Jan 05 I spoke with Tara who said 'do not pay, will bill Esso on my behalf.' A spoke with a person called Carolyn numerous times, who also affirmed I do not need to pay.

After more assurances, I now have received letters from Sears finance dept. stating I owe about $150. I have called the dept immediately with no results, only promises to get back to me. After my last monthly payment, I will inform my bank not to take any more out of my account for Sears because I do not owe them the $150. I have been the one trying to correct this for the past 4 years with no help or attention to my concern from Sears. I hope you can help.

Mike of Le Roy NY (11/18/07)
SEARS sent me an email about a SONY Bravia television that was on sale.  It was $1899 before $300 price break and before $500 doorbuster sale. I called to confirm this sale the evening before and to make sure it was available on-line. When I tried to make the purchase the next morning, I was not able to get the $1099 price. I called and was told that the ad had a mistake and that I could purchase the TV for $1399 plus a $150 rebate if I used my SEARS card. I was extrememly upset but fortunately had not driven to the store to purchase the TV.

None fortunately because I did not have to take off work or drive to the store. Had this occurred on 11/23, I would have missed out on other sales.

Alma of Chanute KS (11/03/07)
Less than two years ago I purchased 4 major appliances from Sears. The handle on my oven door was accidently broken, in Aug. Ordered the piece and a local repairman came,(sent by Sears). In the process he broke the top piece of my door. ordered that piece and the same repairman came and put it on. It was broken. Ordered another piece. It came, was broken. Sears sent another repairman, he ordered another piece, also the trim around the door that the previous repairman had damaged, told me to call him at this 800 number if it came in early.

I did so and after being transfered 3 times, on the phone for 45 minutes, I get a man on the phone who was very rude to me. I tried to tell him I needed to get word to the repairman that the piece had come in early. He would not let me finish a sentence. Kept interrupting me, told me I didn't have a serviceman scheduled, I tried to tell him I did. He hung up on me. very unprofessional and rude.

John of Ames IA (10/20/07)
Sears Kenmore Electric Range model 665.95824001 has a serious safety flaw. While using the oven, the broiler starts on it's own and could not be turned off at the control panel. I have brought this to the attention of Sears and offered them the opportunity to investigate this problem on my appliance. They were uninterested unless I paid for a service call. This has happened twice to me. This malfunction is a very serious safety issue, and needs to be recalled.

I am unwilling to pay another $400 to have the control board replaced because this has already happened twice, and I refuse to incur the risk of a fire/injury/death of my family.

Christina of Spring Valley CA (10/14/07)
I am a very unhappy Sears customer. I currently live in Atlanta, GA and rent out a townhome in Spring Valley, CA. My parents and grandparents always supported Sears, so when I got a call that the Dryer in our rental unit had broken, I immediatley thought of Sears. I was glad to see that I could place a repair order on-line so that I could quickly respond to the needs of my tenant. The first day, the tech never showed up. I received a phone call on my cell phone; however, the tech did not try to reach the tenant at the number I provided. I then rescheduled and again the tech did not show up.

Finally, on 09/18/07, a service tech arrived and was able to repair the dryer. I paid $161.65. After his departure I received a phone call from my tenants advising that the washer was not working properly. The pipe inside the wall leading to the drainage system seemed to be loose and was flooding the garage.

I called Sears and spoke with someone who advised that I would receieve a phone call the next day. I did not receive a phone call. The following day I called Sears again and was on hold for over 30 minutes. I kept being told by the representative that he or she had to foward me to the correct department. I had to call back three times after being disconnected twice and finally spoke with Luis who assured me that someone would be out to look at the washer and take pictures the following day. Luis also advised me he was a supervisor. The next day came and went.

Ryan of Coos Bay OR (08/19/07)

The refrigerator is a Kenmore elite model number 795.77242601. It is priced at over $2000. The icemaker is in the freezer compartment, which is a drawer type freezer compartment. Every time we open the freezer to retrieve anything out, ice will fall all over the freezer and even onto the kitchen floor. We called the sears 800 number and a service tech came out promptly. He looked at the refrigerator, called the 800 number himself, and then told us that there was nothing that he could do to fix the problem.

Mike of Pontiac IL (07/04/07)

I noticed water all over my basement floor - leaking from my Kenmore water heater. I called the 800 number. The best they could offer me was to have a tech at my home and then he would not be able to fix it or put in a new one - he would just verify that it was indeed leaking and put in for a new one. I told them I have water running all over the floor and I am supposed to wait over a week for someone just to tell me I have a leak? The girl said that was the best she could do. I told her I would never buy from Sears again and hung up and called the local Sears and told them the same thing.

Karen of Higley AZ (05/09/07)

On April 22nd I contacted Sears to get a repair on my 3-year old dryer. I was scheduled between 8 and noon for a Tech on the 25th. The Tech arrived only to tell me that he couldn't repair the dryer because it needed a new heating element. He discovered this after spending an hour trying to figure out how to take the back and front off the dryer. He ordered the part and set a new appointment for May 7th. The parts arrived at my home on April 30th, so I called Sears and had my appointment moved up to May 3rd between 8 and noon.

On May 3rd, the Tech arrived only to inform me that the first Tech did not order all of the parts. So he placed the order for the remaining parts and rescheduled to come out on the 8th of May. The additional parts arrived prior to that date, but now Sears needed to change the repair date to the 9th of May between 8am and Noon. The evening of the 8th, Sears contacted me to tell me that the Tech would be starting late the next morning so he probably wouldn't make it to my home until between noon and 1pm.

At approximately 4:40pm, Sears called and said that the Tech was on his way and would be there soon. At 5:30pm I received a call from Sears stating that they would need to reschedule for FRIDAY because their Tech had to go home! I told the Rep on the phone that I wanted someone out to my house by this evening, right away, and that this was totally unacceptable. She pretended to transfer me to a Supervisor, but only sent me right back to the beginning of the phone line. I hung up and have vowed never to step foot into another Sears store as long as I live.

Kenneth of Cooper City FL (05/07/07)

I had ordered a Laundry Center (Frigidaire) from Sears.com. The delivery person disconnected my old Laundry Center (disconnected hose's from the house etc.) to replace with the new one. I was told by the delivery person that the Laundry Center has a broken seal around the washing portion of the unit. The delivery person explained to me to refuse the delivery because of the problem and have a new one sent out. I said fine and the delivery person had left.

The delivery person did not close off the water going to the old laundry center (after they disconnected it) and the next morning 5:00am Friday we woke up to water all over the floors and went through all walls. I have water damage throughout the entire first floor. We have 2 small children and now are extremely concerned of mold growing. I have contacted Sears and they are taking the stand that they did nothing wrong.

Marie of Cranford NJ (03/16/07)

My mother had a kitchen reface done in spring 2003. She used Sears Home Central who subcontracted to Mark Four Enterprises. They no longer are associated. The job was terrible from the start and the Mark Four people were unprofessional and rude as well. They had to come back several times through the spring of the following year(2004). Now the formica backsplash is popping off all the way across to the door and so is a portion of the counter. I've written a certified letter to Sears National. No response. Mark Four, of course, is now out of the picture completely. I've spoken to at least 4 reps from Sears National and Sears Home Central today. They kept shuttling me back and forth between them, each claiming the other was responsible. I'm still waiting for a callback from Tammy, the last rep I spoke with at about 6:30 ET. It is now 8:30 ET.

Amie of Grand Rapids MI (02/27/07)

While shopping at the Woodland Mall in Grand Rapids Michigan, my husband was approached to receive an estimate on the siding for our home. On Saturday February 10th, 2007, my husband and I had one of an estimator come to our home to give us a quote for siding. At the time we filled out all of the proper information and paperwork, and the salesman, said he would get back with us later in the week. He did get back with us later in the week, but at that point my husband and I had not been able to talk much, but we had communicated that we probably wouldn't go through with a loan for the siding on our home, even if we were approved. The salesman called back again Thursday of that week to let us know that we were approved. I told him I would have to get with my husband about when we would be able to look at paperwork. I didn't call back that day because of this, and because I was at work. Friday evening, while the salesman showed up at my home unannounced. I was not happy about this, and he had paperwork and the approval on our loan. I firmly and politely told him I would look it over and show it to my husband at a more convenient time. He was at my home uninvited, and this did NOT please me. He also admitted to having driven by my house several times, in hopes to catch Jason or I there earlier in the day! At this time, my husband and I decided to forgo this, as we needed to focus on family matters at the time. I didn't think anything of calling to let anyone know, or anything, thinking I could take care of it later. Tuesday evening February 20th, the salesman again stopped at my home, uninvited to ask why we hadn't sent out paperwork in, and was extremely pushy with my husband. To make matters worse, he practically refused to leave, even after my husband told him we weren't interested. Several times. I was very upset at this. I immediately got on the phone with Sears customer service, and let them know how I felt about it. After being transferred for more than an hour to different departments, I finally spoke with a lovely young girl named Jenny who took my complaint and promised to pass it along to the proper division. However, February 22, 2007, I received a phone call from a strange number. Not answering, I let it go to voice mail, and did a trace on the line. Come to find out, it was the salesman.... again! I made it very clear that I didn't want to be bothered when I spoke with your staff February 20th! And then again, tonight, February 26th, 2007, my husband was contacted by the salesman asking when we were going to get our siding installed. Furious, he hung up on him, and I again, got on the phone with your corporate office.
My husband and I no longer want to pick up the phone because this man is constantly calling. Sears won't get back to me, and I am at my wit's end. I have much more important things to worry about right now than siding for my home. 

Lisa of Pelham NH (01/01/07)

Ordered a game table for my children for Christmas on 12-6-06. It was scheduled for delivery on 12/8 and it never came. It was delivered to the wrong address. Spoke with Sears.com at least 6 times to rectify the situation and it was never delivered and although I was told I would be contacted, I never was. I had to go through my credit card company to get my money back. Sears never agreed to reimburse me.

Kathryn of Medford NY (08/11/06)
In July I called Sears to have repair done on my washer machine that basically died and was given a date of 8/7/06. I explained that I have to get it fixed sooner if possible as we have 10 people in the house, 7 of them children. They took down my cell# and told me if there is a cancellation that they would call me. They did not call. On 8/7 a technician came to my home and ordered the parts to fix the washer and told me that when they were received at my house to call the 1-800# back and tell them so he can come back and install them. I called and was given a date of 8/22/06. I have been running to the laundry mat and told them this but they said that was the next time they would be in my area. I never ask for priority service but this is ridiculous.

I have tried to call their Nat'l Customer Relations # and have gotten nowhere. They make you hold on then they disconnect you or transfer you to the wrong dept. This is not the only issue with Sears Home Repair. I also have a refrigerator that is too under the Master Plan Warranty that I called them in June and they came 7/8. The refrigerator was leaking from the ice maker (in the freezer)and the damper in the fridge part was icing up and there is a crack on the inside of the fridge. The tech came and changed the tube into the ice maker and left paper towels on a ledge in the back of the freezer and left (after changing my water filter I paid extra for.

Shortly after the back of the refrigerator started making a loud horrible noise. It sounds like I have an airplane in my kitchen. I called them and they gave me a date of 8/14 meanwhile I have the washer issue going on and the fridge was doing this noise late at night. This would go on for at least an hour at first.I called them and they said they could not move it up. 

Kimberly of Mechanicsville MD (08/11/06)
As a principal of a busy school it has been difficult to work around the idea that a repair man will arrive sometime between the hours of 8 and 5! When calling to request service on my 1 year old Kenmore dishwasher I specifially asked if someone could call me 20 minutes before arriving at my home so that I could report to work but make it to the house in time to meet the repair man. The first time I scheduled the repair my request wasn't met. In fact, that night I came home to find a note on the front door that the repair man had been to the house at 10:30 that morning.

I then called to reschedule the appointment and this time someone did in fact call before coming. The repair man supposedly fixed the dishwasher and did his best to convince me that a one year extended warranty would be in my best interest. Having owned a diswasher for 10 years that had never given me a problem I dedided that the warranty probably wasn't neccessary. Wouldn't you know that when I attempted to use the dishwasher it was broken! I called once again to schedule another repair and requested again that I be called in advance. Luckly on the day the repair was scheduled my neighbor happend to notice the repair man in my driveway and immediately called me. I was never contacted like I had asked!

I rushed home to the news that the repairs would cost $174.00! The repair man reported that the diswasher needed a heather and themester. I told him that I would appreciate it if he would leave the fauty parts on the counter when he left. Upon further investigation (25-30) he announced that the problem was not the heater it was the motor and it would not cost me $340.00 to repair a $450 diswasher! I have no faith in this man's ability to repair my dishwasher at this point and demanded that the leave my home. I get the run around from Sears and they are not able to tell me what the percentage of repairs are on this model of dishwasher. I have missed numerous hours of work trying to resolve this problem and spent 45 minutes on hold this morning and another 30 this afternoon attempting to speak with a regional manager!!!! I think I have a lemon and I will never buy a Kenmore product again or step foot in a Sears store!

Jim of Farmingdale NY (08/02/06)
In the last week of August I called sears to repair my 1800 btu air conditioner. A Mr. Dietz came to my home on 7/5/06. He put a thermometer in the AC unit and said the air was not gettig cold (No Kidding!). He was at my house for about ten minutes. He then said two repair men would come to my home next week to fix the unit. The next week the appointment was supposed to be from 8am to 12 noon. At 2:30 pm I called Sears. They said they were still coming. I had to reschedule because I had to go to work.

On 7/25/06 I had an appointment again from 8am to 12 noon. At 11:45 I took a shower. At 11:52 Sears left a message saying that they were at my house and no one was home. They are calling to tell me to reschedule. I was home with the front door open and my car in the driveway. No one came to my door, my dog would have been barking. I called them back at 12 noon , ten minutes later. The woman put me on hold for 15 minutes. She then said the repairman was at his next appointment but would return to my home.

At 3:30 Sears called me and said it was too late and that they can't come today, I had to reschedule again. Finally on 7/31 I had an appointment for 8 to 12 noon. Two repairmen came to my home at 2pm. A Mr. Gordan then said they can't do anything because the first repairman, Mr. Dietz never ordered the parts to repair the AC unit. Mr Gordon ordered the parts and said they will come back when the parts come in in a few days. I called Sears the next day. They said the parts are back ordered and that there is no way to know when they will come in. Its now been 5 weeks since I first called and I have no AC unit, and its 100 degrees this week in New York. I will never buy from Sears again.

I have missed 4 days of work waiting for Sears to come to my home. I have gone five weeks with no air conditioning in 90 degree heat.

Karen of East Syracuse NY (07/28/06)
30 min. repair service, with a $58.03 replacement part cost $238 -- equal to over $300 an hour. Maybe it's a good idea that Sears goes under.

Karen of Jacksonville, AR, writes:
In August of 1999 vinyl siding was put on by house at a cost of $8000. On December 19, 2000, three pieces of siding fell off. When Sears was called about this I was told that I would be charged $100 for someone to come out and do an inspection. I do not think I should have to pay for someone to "inspect" the damage.

I expected Sears siding to last at the very least 20 years. I was told that there is only a one-year warranty on the labor for siding installation. I think the contractor did shoddy work or the siding would not be falling off after 16 months. I paid $8000 for siding that is going to fall off my house? That has to be a rip off.

I asked to talk to someone else and was told that I would be called by a Sears representive on the night of December 19. To date (December 22) I have heard from no one. I will get someone to fix my siding, but it will not be Sears. They will never get another dime from me.

Anita of Norcross, GA, writes:
On March 1, 2000 the water line leading from the water meter to my house broke (blue pipe). I placed a call to three plumbers and Sears was the only one to respond. Their estimate was out of sight but I had a river in my front yard getting deeper all the time. They told me they could start work right now.

I took a day off from work and four hours later they had managed to get rocks, dirt and mud all over my yard as well as killed my shrubs and gave me a bill for $1975. Since the old line was blue pipe they insrtucted me to turn the bill over to my insurance company. When the insurance company came to look at the damage they informed me for the amount of work done and the cost that I had been "ripped off". Of course insurance does not cover outside damage.

I called another plumbing company that gave me an estimate of $850 for the same work. I requested an itemized statement from Sears and they refused. After a month I challenged the credit card bill and the card company tried to get an itemized statement; they were not successful either. What they did get looked altered.

I have talked to several people at Sears, sent a registered letter to Arthur Martinez, the so-called CEO, only to find out he has zero authority or he refuses to take any. Nobody at Sears returns phone calls. My main contact person lied to me everytime we talked. He requested that I get another estimate, when I did he didn't like the number. He told me on May 18 that he had gotten a couple estimates and one company charged $850. just to come out and the second estimate was $1900. When I called both companies, the one that was susposed to be $850 before coming out told me that the max they would have charged was $850. The second company did not even cover the area where I live.

The bottomline is Sear uses sub-contractors that they either have zero control over or they elect to not exercise any control. It looks like Sears charge their contractors a fee for being their contractor.

Sears is not a company that I would recommend to my worst enemy.

Update Fortunately, this story has a happier ending than many. Anita writes:

After three months of constant calls, letters to the CEO, and total frustration I finally did get resolution. Sears sent a representative to my home to inspect the work that had been completed. He called it a "fact finding mission". A few days later I received a telephone call from Sears informing me that a credit would be made to my credit card account in the amount of $1125, leaving a balance owed to Sears of $850. As of today, my credit card has been credited in the amount agreed.

Though I'm glad that the matter has been resolved, I don't feel that I can ever walk into another Sears store again nor could I recommend Sears, or any subsidiary of Sears, to anyone. I thought I was dealing with a company I could trust - unfortunately that was not the case.

Roxie of Detroit writes:
In 1998 Christmas weekend my mother's furnace stopped working. She called Sears and they sent an authorized contractor out who put in a new furnace at a cost of nearly $5,000.00. My mother did not mind the charges as the temperature had fallen into the teens and Mom and Dad are both in their late 80's. The problem that we have experienced is that the contractor that brought the furnace, tore up the stairs getting the furnace in the basement.

We have called and called but have been getting the run around. Sears claims that they need to investigate to find out exactly who delivered the furnace. The contractor makes the same claim as they say they only installed the furnace and a 3rd party delivered the furnace. In my mother's basement is her washer and dryer. In order to do her weekly laundry, she has to scale the damaged stairs and I'm afraid that this is an accident waiting to happen because of her age.

I call every other day and have been told that the investigation is ongoing, or the customer service supervisor is on vacation. My father who is 89 years old had to have the old furnace broken up and carted away as the contractor failed, after informing us he would return, to remove the furnace. We are at an impass of getting this resolved.

If we were Roxie, we would have the stairs repaired, then sue Sears in Small Claims Court for the damages.

Ronald of Alexandria, IN, writes:
One call does it all. If you have a lot of time and patience! My horror story begins the afternoon of Saturday February 26, 2000 when I discover that my one-year-old Frigidaire refrigerator is going out of commission. That is to say my refrigerator is operating at 50 degrees and the freezer at 40 degrees.

Being too late in the day the to obtain service, I concluded that no repair would likely happen until Monday so we proceeded to salvage what we could from the freezer compartment and move it to our deep freeze. Likewise, we salvaged what we can from the refrigeration compartment and moved it to the freezer compartment since it is still operating at 40 degrees. To summarize, we did the best we could with what we had.

The morning of Monday February 28, 2000, I began calling several known appliance repair companies in the area. I was having no luck at locating anyone who could respond to my repair needs before Thursday. I then placed a call to Sears HomeCentral, a large mistake to say the least. My friendly telephone representative at Sears promised service today. In fact she promised service in as little as two hours.

My service is scheduled between 8:45 AM and 10:45 AM. All right! I thought, I can make it to work by noon give-or-take. WRONG! My service tech didn't show until nearly 4 PM. Once he arrived he thoroughly inspected the refrigerator and informed me that it needed the following new parts: A compressor, evaporator, heat exchanger and a DF Limiter. Total of parts and labor: $567.72, for refrigerator that I paid $464.00 for one year ago!

The good news, Frigidaire approved the repair under warranty. No out of pocket money from me. The bad news, it won't happen until March 7th when he is scheduled to return between 7:30 AM and 5:00 PM. Furthermore he has completely disabled our refrigerator and our make-shift refrigerator (formerly our freezer) no longer operates either. He goes on to inform me that the parts ordered will come to our home.

Still utilizing the freezer compartment as a refrigerator compartment we stepped back in time some 90 years and began putting ice blocks in our freezer to keep our refrigerated goods somewhat cool ... and we wait.

Packages begin arriving, three in all by March 6, 2000. Tuesday March 7, 2000 arrives and at last we will get our refrigerator repaired. The morning hours went by, no repair tech. 12:30 PM comes and I began to wonder if this was to happen today. One more check of the paperwork that my service tech had left for me confirmed, Monday March 7, 2000 between 7:30 AM and 5:00 PM.

At this time I called my Sears Home Central representative. She first confirmed my repair was scheduled for today but only after inquiring about the packages I had received. I informed her that, yes three packages have arrived. After hanging up, I wait. At 4:50 PM, again concerned, I call to find that I have been rescheduled for Wednesday March 8, 2000, no time frame was available.

Finding this unacceptable, I ask to speak to someone in management. I am transferred to Margaret (who wouldn't disclose her last name), at the Indianapolis dispatch center. Margaret explains in length, the new company policies related to parts being shipped to the customer and how it is my responsibility to inform them when the parts have arrived and after I have confirmed that they are the correct parts! After hanging up with Margeret, I proceeded to now appempt to verify that I have received the correct parts.

I find that three of the four parts have arrived but I apparently do not have a "DF Limiter", (Not that I would recognize one if it were being thrown at me). One more time, I call the Sears and after much delay, I am speaking to Margaret again. After informing her that not all parts are accounted for, she informs me that my appointment for Wednesday March 8, 2000 has been indefinetely posponed until such time that I call back to inform them that all parts have arrived. At this time they will re-schedule me.

To conclude Sears has not earned my seal of "Good Houskeeping Seal of Approval" and will likely never see my business again. Still Waiting, Ronald

Kevin of North Carolina writes:
I contracted with Sears Home Central in Minneapolis, MN to do a roofing job for $7,121. I was told to express the check immediately and the work would be done within one week.

I sent the check in priority mail during mid September. Since that time, I have been given stalling tactics and the roof still is not redone. I am now asked to send more money, before they start the job.

The city inspector in Minneapolis has advised me not to send more money. He also informed me that the roofer usually gets a third down and the rest upon completion. He also is willing to inspect the roof after Sears takes off the shingles to determine if new decking is necessary.

Sears Home Central Reps have informed me that they are afraid that they won't get paid if they take the shingles off for the city inspector to make a determination.

Soon the winter snow will fall, and I was told that the crew will not work in inclement weather.

What I can't understand is why it is now mid November (3 mos. after Sears has received the contracted $7,121) and no work has been done and I am still told my work project is on hold. I am at my wits end. I was told by Cindy at Sears last week that maybe I should cancel the contract. I told her that its too late to start over with another contractor due to the winter snow season is upon us.

This is frustrating me and causing me emotional turmoil especially that I am in NC and not located in MN where the property is.

We like Cindy's advice. Cancel the contract, get your money back and start over with a new contractor. Perhaps you can hire a private building inspector to examine the roof and recommend a reliable contractor.

E. James of Nashville, TN, writes:
Four years ago my mother, who has had a stroke, is elderly and was widowed had her roof replaced by Diamond Exteriors, a sub-contractor authorized by Sears. The roof was replaced at a quoted charge of $8,450. This is extremely high considering other local bids averaging $2,900 in 1999 for the same home.

During the roof replacement an additional charge was quoted for plywood decking (sub-roof) at $63 per sheet of plywood for 35 sheets. This totals $2,250 which does include the cutting.

Other charges were also added totaling almost $12,000.

The problem:

The amount Sears charged for the roof. The amount is about 4 times what any other local roofing company would charge.

The charge for 35 sheets of plywood is almost double what Sears charges at 1999 prices. The average charge at 1999 prices is $25 to $35 per sheet.

The roof has since developed problems. The contractor used finishing nails (no heads) to attached the plywood. The plywood sheets are now buckling and warping.

Decking feels damp from the attic side after a heavy rain or snow.

Diamond Exterior says the warranty only calls for roof repair. Not replacement. Other issues are at hand but too detailed to mention.

Representatives from both Sears and Diamond Exteriors have contacted me. But, what is frustrating is that when an appointment is made to examine the roof, nobody shows. Nobody calls to say I'm running late or I can't make it. So far I have received poor customer service. This has been going on since May.

Now, I get a call from a representative stating "We are willing to replace the roof. We will pay for the materials if you will pay for the labor." One would think that the roof has been paid for 4 times over.

My mother is very upset about this whole matter. She is a very trusting, kind loving person. If it were not for my research, she may have never known about the problems. She has always highly respected the Sears & Roebuck name.

She had grown to rely on Sears-Kenmore products for over 60 years. And most of all, she had trusted Sears & Roebuck to provide quality service. Needless to say she has lost confidence in Sears and feels Sears has taken advantage of her. She will never purchase from Sears again.

D.K. of Browns Mills, N.J., writes: Sears advertised a sale on selected wood fences. I called and a Salesman arrived, a Mr. S.R. He said that he had some samples of the fencing material but that the samples had been stolen from his car, so he showed me some pictures instead.

The fence that I chose was called Jamestown and looked very nice. S.R. said the price was normally $110 per 6x8 foot section but we would get it for $90.

The total cost for material was $1,260 and for labor $900, .bringing the total to $2,052... The installers gave me 3 extra 6x8 foot sections for $10 each and I then became suspicious.

I took pieces of the fence & post to the Home Depot & Lumber 84 and was told that the total value of the material was in the $300 - 350 range. I was then shown the 6x8 SPRUCE stockade which was identical to what I have and this was selling for $26.

I called Sears Home Central to complain about the cost and that I was unable to open one of the gates. I was told that someone would call me and that their fence was better than Home Depot. I have been ignored.

I even emailed Sears Customer Service and told them my story and they said they would contact me within 48 hours... never happened and I have Caller ID which would show phone calls. I got a letter from Sears Home Central with a survey which I sent back with pictures of my fence and still no one has contacted me.

The day after I sent the pictures back I woke up to find a section of the fence lying down, I guess from the wind...I think they used the wrong nails because all you see is about 1 inch of nail that was in the posts.

I called Sears Home Central and was told that someone would call me and that was a week and a half ago. I am very upset about being overcharged and ignored, also the quality of their customer service.

Ms. K doesn't have many options. A private attorney would charge her more than the fence is worth. Small Claims Court is probably her best hope.

Marial of Roselle, IL, writes:
This is the second time I have had a bad time with Sears Home Central. My garbage disposel would not work. Sears sent a man out and he said he could not fix it, I need a new one and he would call. No call. Two weeks later I called again, they sent another man and he said the same thing. Two more weeks later I called again and the girl gave me a hard time.

Finally a man came out to put in a new one and he forgot to connect the drain ffor the dish washer. I had to take the dishes out by hand and the dish water ruined the clothes I had on. And now I have to wait till Tuesday for a man to come out again to connect the hose from the dish washer.

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