Hello,

I am beyond DISSATISFACTION with SEARs and Rachel Cheek mentioned above that I decided to Google and see what comes up and my family is obviously not the first they have come into contact with. On December 17, 2010, SEARS installed a new "energy efficient" HVAC unit in my home that we are residing in. On January 27, 2011, we received a utility bill in excess of $1, 000.00 (YES, ONE THOUSAND). We promptly called SEARS about the issue and they tried to tell us that this is "normal". After phone calls and phone calls, I filed a BBB Complaint and then finally someone contacted me. This complaint was officially filed 2/24/11. A Ruben Perez contacted me to tell us that someone would come out to check the installation of the unit. Nothing happened for weeks. Now all of a sudden, he is no longer on our case and it has been assigned to Rachel Cheek and Tera Mullen. As of today, 3/31/2011 NO ONE has come out and we have been forced to turn our heat completely off because we have $1, 900 in utility bills for only 2 months. We have 4 children and this is absurd. Rachel Cheek had the audacity to tell me that is has "been a rough Winter for everyone". Excuse my language, but I don't give a damn because no one else has the spiked usage we have had ONLY after installation of this unit. We live in a simple ranch style home with only 3 bedrooms and 2 baths. Last winter, our usage was nothing of the amount, so this Winter would be no different. I am fed up with SEARS and their lack of action and non-chalant attitude. I even went as far as to contact the Operations Manager of our City and have him email them about our average usage and the apparant spike that occured.

All Rachel Cheek does is send out stupid emails and not act on a damn thing. I will continue to file with the BBB until an acutal resolution is reached and not empty promises to even START on the issue over a FREAKIN month later.

I see now that we are dealing with a person who has not done anything in the past for other people except "see what she can do". How about "seeing" an ACTUAL RESOLUTION?


Regards,


April B.

I work for Sears Home Improvements too and everything said is 100% true, they just know how to cover their butts that's it. All the sales managers seem lazy and no one wants to do anything!!! It's very disorganized and nothing is thought through by these higher-ups. No raises for the past 3 years and the benefits suck! They do not value employees at all and it's very stressful. They want you do a lot for nothing and want blood from a stone. It use to be a great company but it's not anymore. It's a real chore to go in. They have some decent people (like myself) but, they drive them away. They lie and try to sweettalk you and promise you this and that but it's not true at all. Very disappointed, I used to be proud to work for Sears, but not anymore. It's more for less. The contractors are hit and miss. We have some good contractors at our location. Whoever makes these decisions in upper managment (like Chicago) are idiots, I can run it better off of common sense with no college degree. Their service techs suck too. I have gotten so many customer phone calls about them and the stories are BAD. I do go out of my way to help them because that could be me. They don't invest in their offices/stores, our equipment is CRAP and they are so cheap, they pay their employees cheaply too, for our company to be highest price, we should be paid high especially for the amount of work we are doing. I'm so burnt out, I want to quit, but I can't. I have to pay bills. I do appreciate Sears for the start, but I won't stay until the finish. The sales reps goes through 3 weeks of training and sent out. Some of them might have prior contracting experience, but a lot of them don't. A lot of the reps don't know what they are selling, you should hear some of the installers complain about that too. It's not what it used to be, I think this company will go under, I'm surprised I haven't been laid off. I hate that they outsourced (a lot of complaints about that too) when I call HR and I can't even understand the person I'm talking to which sucks as well. They constantly through things (like new products are way) they dump them on us and expect us to do it (example: Monday: we are selling roofs and Tuesday: goes live) it's like trial and error. At time I feel like I'm stuck there. They screw people over big time and it's not right.
Disgruntled employee.
PS) I don't care if someone from Sears found out I said this (I don't care if it's Eddie Lampert), because it's all TRUE and you know it! Save it for someone else who will believe your lies. I hate to say this, even with this bad economy, you can FIRE ME for all I care, I would take the umemployment and someone can glady have my job because they wouldn't want it, they will quit after 3 months!

Had Sears Home Improvement come in to put a new kitchen floor in.

1) They did not measure correctly, even though 3 people came out to measure.
2) The subfloor was not extended to the wall in one 3 foot spot. If one wanted to put standing shelves or an appliance against that wall the floor would not be sufficient.
3) The molding was put in crookedly
4) The floor buckled in one spot within 1 week of installation
5) The exterior door was not cut down to accommodate the new subfloor; it could not open after installation.
6) The contractor came out to fix the door and ended up cutting the door so much that there is a 1/4 inch space between the door and floor.
7) When I told the contractor that the subfloor was not flush with the wall he said "The wall came up short." ??????????????????
8) When I told him the floor had buckled he said it was due to the cold. (It was 65 degrees out. What was going to happen when it got REALLY cold?)
9) I called Sears but got the run around. The saleswoman would not call me. The project manager would not call me. When I finally used a different phone to call the project manager picked up but said he "didn't know he was supposed to call me back." OK. Right. He said he would send the contractor back out to fix the floor.

Why would I trust the contractor when he did it wrong 3x already? I think I paid top dollar (no discount) for this floor and deserve better treatment. But Sears truly is "Where America Used to Shop."

I called Sears Home Improvement and spoke with Jerry Smith who was very informative, helpful, and nice to schedule an appointment for a roofing estimate. He informed me that their appt. center would contact me with confirmation. I recieved a call from a representative and he explained to me the time I asked for would not be possible because of their scheduled meetings on that particular day. I informed him that Jerry told me it would be possible and I would be missing work on the appointed day in order to schedule 3 estimates from different roofing companies. I was told to hold while he confirmed this with his supervisor and he returned to the phone to tell me yes they could accomodate me. The next day I recieved an e-mail with the wrong date/time on it. I called the appt. center and spoke with another representative that placated me and said my previous appt. was scheduled correctly and "to just disregard the e-mail notice because it is wrong." the day arrived and no show from Sears. I called again and spoke with Samantha and she said they had my appt. listed for another day. I informed her of the above and requested that someone needs to come out today. She said she would talk to a supervisor and call me back and 2 1/2 hours later-- no call. I called back and spoke with Johanna--at this time I expressed that I was mad at the miscommunication and she said that Samantha was not able to get a supervisor to call her back yet and that is why I haven't heard anything and quickly offered me $125.00 off "for my trouble." I informed her that the discount would not be beneficial if I could not get anyone to come out for an estimate and I wanted someone out today. She said that she would have to re-schedule my appt. for another day and I told her to have a supervisor call me back --it's been 2 days now--no one called back. I am giving my business to a professional company that cares about the customer--not Sears. I am very disappointed in the way Sears handled this after years of loyalty to them from myself as well as generations of my family. I am a professional and apply quality assurance to my job--why can they? Lisa Edwards

I worked for SHIP (sears home improvement) for a couple of years. The things that I experienced were shocking and sickening. We were trained like stupid blind mice and only many months into the job did you start to realize that many of the things that you were promising to the customers were not only false but impossible. Examples: Our installers have an average of 10 years of experience before they are hired by us and then are sent to "sears' school to do things our way...hogwash, we would send out virtual strangers having never looked at their work much less trained them. If they botched a job, Oh well. Plus we promise vigorous background checks, & drug testing unlike the Box Co.'s possibly but only when they start and only the head guy, if they do something afterwards we never knew it...
Had one manager/salesman with so many DUI's he was driving with no license, only found out when he transferred to another state and had to re-apply. One new manager/trainer said to "kick their dogs" under the table to keep them away from you. As to pricing it was an open season. Sales people get charged for any over runs on the job. Unexpected costs, or items they don't notice in the dark or at 10 pm etc. so guess what? The smart ones throw in lots of extra product and labor to "cover their butts". The joke was how many extra houses of siding there was back in the warehouse. Long term employees were suspected of having HVAC, siding & kitchens done for free in their houses?????
Warranty and follow up was a joke, customers would turn blue before we would show up to service.
I would say run run run as fast as you can away from the "FREE ESTIMATES" this is not your Parents Sears that was so dependable with products that lasted, customer service and warranties WORTH the paper they were written on...
In the know Louisville KY