In September of this year, our landlord decided to replace the picture window on a property we rent. The seals on the old picture window, which was purchased in the early 1990’s had failed, and considering the cost associated with replacing the window panes, as well as possible tax advantages, our landlord thought a new, energy efficient picture window was a good idea.

Having purchased Sears products over the years, and given a special sale on replacement windows, Sears was my landlord’s first choice.

Although the first steps in the transaction took what seemed an inordinate amount of time, it was agreed that the actual installation of the window would take place at 3:30 PM on October 9, 2009. 3:30 PM in the afternoon seemed a bit late in the day to begin a project of this nature, but my landlord and I were assured that would not pose a problem.

At 4:30 PM on October 9, 2009, an unmarked rented truck pulled up in front of my home. I was surprised about this because I was always used to seeing well marked trucks when doing business with Sears in the past.

Out of the truck stepped a younger man and an older man. The younger man who I assumed was heading up the job, spoke very poor English, and the older man spoke almost no English at all. In any event, the younger man said the lateness in the day and threatening weather would not be a problem in terms of the removal of the old window and installation of the new window.

Not wishing to “hover” over tradesman which can distract them from the job at hand, I stepped back and left the two to their work, but did pay attention to the process, which was troubling to say the least.

While the younger of the two brought in some tools, I noticed the older man removing a large, dirty drop cloth from the back of their truck, which he shook out on to the street in front of my home. The next morning, in the light of day, I found a great deal of saw dust, wood chips, miscellaneous debris, and an alarming number of old rusty nails in not only the street, but on the lawn in front of my home, and under the work area. Since neither of the two workmen removed the nails and other debris from the day before, and because there are a number of small children that play in our neighborhood, I promptly swept and raked the area to make sure none of the children would be injured. I also did not want any of the nails to possibly damage my neighbors’ tires on their cars.

Work proceeded on the removal of the old picture window and installation of the new one, and at approximately 6:30 PM I was informed the job was finished. In all candor, I really wasn’t “informed” of anything.

The younger man handed me a bunch of papers that I assumed went with the installation and said “I need sign papers.” He also asked “You know how get to turnpike to go Newark?”

The younger man did not seem too interested in what the papers said, which included a ‘Customer Satisfaction Check List.’ I checked “Yes” for some of the items on check list and “No” to several others, at which point both men got into their truck for the ride home to Newark.

As previously mentioned, the next morning I found the debris and rusty nails, and after cleaning them up, decided to give the new window a good inspection. Regrettably, I discovered the following:

1.) The new screen that comes with the new window was torn.

2.) The two workmen had damaged the exterior trim and siding around where the window was installed.

3.) The caulk used to weatherproof the window was not applied correctly, and would in no time allow water to enter into the framing of the house.

4.) Caulk and paint had been smeared on the interior windows.

5.) The window stickers had not been removed.

6.) Caulk and paint had been smeared on the interior wood trim.

Clearly, the above items are really quite minor in nature, but my concern is that if Sears trained personnel left a job like this, what confidence do I have that the basic installation of the replacement window was carried out in a professional and workman like manner?

The next day, I promptly call the office of Sears Home Improvement Products at 973-882-0559 and spoke with Mr. Eric Hummel. I reviewed my list of complaints and concerns and Mr. Hummel said he was very surprised to hear of this as he had never heard of any complaints regarding the quality of workmanship of his two installers. I pressed the issue and Mr. Hummel said he’d have someone call to schedule a time to meet with me and review my complaints about the job.

I did not make a note of the date I spoke with Mr. Hummel but as the days passed by; I once again called and ask to speak with Mr. Hummel. Unfortunately, Mr. Hummel was not available when I called but I was able to speak with a Ms. Agnes James, who, said she’d make sure Mr. Hummel returned my call. I explained to Ms. James that both I and my landlord were becoming not only quite irritated by the way we were being treated, but that this was not our understanding of the way Sears does business. I also asked Ms. James if she would provide me with the e-mail addresses of Mr. Hummel, and his superior, Mr. Linny Hargrove, so I could provide them with my list of exceptions regarding the installation of the new picture window. Ms. James suggested I use the following e-mail addresses to communicate with Messrs Hummel and Hargrove:

[email protected]

[email protected]

Ms. James then suggested something that seemed quite revealing about the operation of the Sears Home Improvements Products, and that was I should use the word ‘resume’ under the subject matter, because if I did not, my messages would not go through to Messrs Hummel and Hargrove.

Fortunately, I did not have to send e-mails to Messrs Hummel and Hargrove with the subject matter ‘resume’ or otherwise, because shortly thereafter, I received a telephone call from another gentleman from Sears Home Improvement Products who asked for a date and time to meet with me to review my complaints about the new window.

The gentleman showed up at the appointed date time and was very apologetic for the way my landlord and I had been treated. He also mentioned that two workmen had delivered similar quality of work to number of Sears Home Improvements Products customers, and it was his job to do what ever had to be done to correct their mistakes. The gentleman also pointed out that neither of the two workmen remained in the employ of Sears Home Improvements Products.

The gentleman and his associate immediately set upon correcting the mistakes to the installation, which included not only the items mentioned above, but he also pointed out that one of the tracks in the window was not installed correctly. He also removed the ‘Energy Performance’ sticker from the window, and pointed out that I should retain the sticker as it would be what would be needed for my landlord to apply for an energy tax abatement.

The gentleman and his associate completed their work for day but said that insofar as it had been raining on and off during the day, they would have to return on another day to properly seal the exterior of the window, and finish repairing the interior trim around the window. He also said that I would be hearing from a Sears Technician regarding the torn screen and the defective window track.

Given the gentleman's comments regarding the number of Sears Home Improvements Products customers victimized by poor workmanship on the part of the two that installed our window, and because I felt I was finally in the hands of a ‘Sears Professional’ I decided not to press too hard on the gentleman for a completion date.

However, following over a month of inaction, I called the gentleman to ask when the final repairs would be completed. The gentleman commented that he no longer worked for Sears, and that regrettably, I would have to speak to Mr. Eric Hummel regarding the remaining items.

As I am sure you’ll understand, I was quite aggravated at this point and on December 11, 2009 called 973-882-0559 and insisted upon speaking to Mr. Hummel’s superior, Mr. Linny Hargrove. During our discussion, Mr. Hargrove mentioned something about a work order from December 10th which had no meaning to me at the time. Mr. Hargrove also said an another individual in his employ would meet with me at 11:00 AM on Monday, December 14, 2009 to address the remaining issues. Approximately an hour later, Mr. Hargrove called and said that so as not to cramp his representative's schedule on Monday, December 14th, would it be possible to reschedule my meeting to 11:00 AM on Tuesday, December 15, 2009 to which I agreed.

Well, the representative from Sears Home Improvement Products, who, was supposed to be at my home at 11:00 AM sharp on Tuesday December 15th never arrived that day, and never called to explain why, and more important, when the window installation begun on October 9th would be completed.

I have already called and left a voice mail message for Mr. Hargrove to call but as yet, I have not heard from Mr. Hargrove.

I have also provided the above narrative to Karin Price Mueller of the Star Ledger at [email protected] to see if she might assist my landlord and I with our problem.

In addition, I copied the following individuals from Sears with copies of this report:

Ernest Wilding
President, Sears Home Improvement Products
1024 Florida Central Parkway
Longwood, FL 32750-7579


Aylwin B. Lewis
CEO & President of Sears Holdings Corporation
3333 Beverly Road
Hoffman Estates, Illinois 60179
847-286-2500