Sears Heating and Air Conditioning

This experience with Sears, the Hero Program and the Sears contractors (Quality Mechanical Professionals Inc) has been horrible. Its been 3 and a half months and its still having some problems and is not completed. I almost went into shock the first day (which was two days late to start) and could not even find anyone to help for over a week. I had to turn to the BBB for help.

I contracted to have my roof replaced in January 2016. The roofers came and did the roof in February, although the skylights that were to be replaced did not get installed. I called to find out when the skylights would be installed, and was told that they had been installed. I was standing under the one that had a crack in it, so I reiterated that they had not been installed. I was told the supervisor would check and call me back with an answer. After a few weeks, I called again and was told that the skylights were not part of the original contract. I pulled my copy of the contract and it clearly stated "Replace and install skylights." Again I was told the supervisor would check on it and call me back, and again I had to call back after a week. At this point, I was told that the roofers were no longer working for Sears and so the order for the skylights had been cancelled. I was told there would be a new order for the skylights and I'd get a call when they were ready for installation. In June I called to find out about this, was told that the person I had been talking to at Sears had quit and all of his orders were complete. Since my skylights had never been installed, I told the "new" person that this was not true. Again, I was told he would check on it and call me back. Two weeks later, I called him again and pretty much heard verbatim what he had said in my previous call. I continued to call, leaving messages but not receiving any call back. In August, I e-mailed the HERO contact since they did the financing for my roofing project. He got in touch with the person I had been calling at Sears, and he called me back the same day and said the skylights would be ordered that day and would be installed in two weeks. Mid-September I got a call from a new roofer who said they had the skylights and when could they come install them. I asked him when his earliest time was, and he came the next day. Took them 25 minutes to install the three skylights, after waiting eight months and getting a total run-around from Sears. I would not recommend Sears to anyone - the customer service I received from them through this whole time-span was pretty much non-existent.

I highly recommend Sears Home Improvement for windows. My experience was superb starting from sales reprehensive to the installer. The windows maybe slightly more expensive than other companies but the quality is worth the cost - Double-strength laminated security glass, excellent warranty, and slightly tinted to keep the heat of the sun to a minimum. I have a small house 6 windows and a sliding glass door. I have done this in phases and have been extremely happy with the professional of all the Sears Team members involved.

I was quite dissatisfied with the overall level of communication on the project. Things that were supposed to be happening were not, or next steps were not communicated clearly. I feel as thought every time I made a call to inform the sear project coordinator of lack of movement on the project, was when they actually scheduled things. I also did not like their counter top vendor at all. They had poor customer service and communication as well. They called me and TOLD me when they were coming instead of asking what would work for me. I informed them the time the chose would not work so they said they would figure something else out and call me back. Several hours went by so I called again to get an update. I spoke to someone and explained, then he transferred me with out telling me, and I had to explain the situation again to a new guy. This gentleman in particular spoke to me as if I was an inconvenience, and I had to drag a time commitment out of him. I also requested to know who was coming and that I needed a courtesy phone call. This is my house knowing who will be in and out of it and when is important, especially when they are strangers. He didn't confirm the info for me because he hadn't decided yet just gave me 2 name of who it could be and assured me of a courtesy call. On the day of install they were 30 minutes late of the 1 hour window given nor did I get a courtesy call, it was 2 gentlemen to my surprise as I was not told there would be 2, nor did I know their names. Just glad my husband was home with me. Their installers also left dust and random scraps of wood from the install. I was very delighted however with the sears cabinet installer vendor as well as the gentlemen they sent out to take measurements. They were great. Overall the work got done and looks good. If you go with Sears, I say make sure you stay on top of the communication because it did not seem to come natural.

From the very beginning there were delays in the appointment, lack of communication between the service manager, the workers and myself. Not being truthful when a mistake was made. A lot of unknowns for us the customer. Scheduled time was not honored and a lot of "we are sorry" instead of trying to get it right the next time. Customer Service was not as high as I would have expected from one the oldest company still around. I worked for Sears many years ago and treating customers as I wanted to be treated has always been an attitude I work with.
Yes to be fair to Sears they did offer me a gift card to makeup for their mistakes however it was not instant, I had to wait until the project was completed to received it. I have many projects that I would loved have had done by Sears however I will now need to think about whether I want to have the same experience or a new one which will take me going someplace else. This has been more confusion then I wanted to experience.

SEARS WARNING ! Do not trust and use Sears for any home improvements. They use subcontractors. They will lie a say they don't to make the sell. And when things go wrong they give you the run around . I purchased a brand new A/C and Heating unit with a new Electrical Panel for my home from Sears and they lied and send me subcontractors to do the work . The subcontractors did the worst job ever that they had to redo half of there work before the job was even done. Then once it was done I had issues with the A/C cutting the power out in part of my home. The heater didn't even work at all. The contractors came out and fixed the heater but told me that they couldn't do anything about the power cutting out. So I call the project consultant who sold me the new AC and heating with new electrical panel because he knew that my outlet for the heater furnace possibly did or did not work because he asked and I told him that it never worked ever since I own this home. He told me not to worry that if anything else would come up during the installation that Sears would have to cover it . So that's why I contacted him and he told me that he would get back to me. He never did. So I emailed he and called Sears more than once and left messages because ever time I called and told the operator my problem they put me on hold and then told me that there was no one to help me and that someone would get back to me. I never got any response from Sears SAN Diego office . So I tried there corporate office and got the same BS . I even tried emailing them and got NO RESPONSE. So I posted a bad yelp review on the sub contractors and contacted the HERO program because they financed this project. HERO got back to me so fast and took care of everything. The subcontractors contacted me after I posted the review with pictures asking me if they could help me contact Sears. So the contractors come back once again and fixed the outlet and had to relocate my AC unit that was mounted to close to my Gas meter because that was not up to code. So to this day SEARS has never attempted to contact me. This project took 5 months to get done. May 2016 to Nov 2016. I thank the HERO program for getting SEARS to complete the job properly !

It was a good experience, the company was good an honored the sales mans quote.. even though the new furnace that was ordered was not correct an one to fit the size for the space cost more. The installers were
very nice, cleaned up perfectly, were quick, an finished in a little over four hours..

The contractors that installed my windows and roof were fabulous. The biggest problem I had was with the lack of communication with Sears. And that they kept coming back asking for more money due to mistakes made on their side of the contract. I was very excited to have points to spend when this was all done, but in order to pay for their last mistake they took my points back. So having that as a benefit was useless in the end. Also, I was told by the sales manager that I wasn't to speak to anyone but him, leaving me without a project manager to communicate with until the end when they asked for a good review. Again, my contractors were extraordinary men doing a fabulous job, however I would not use Sears again which really disappoints me.

Excellent scheduling, The Sears Home Improvements Team was able to come to my house on short notice to replace a furnace. Options for replacement were explained in detail. I opted for a top-of-the line energy efficient furnace, replacement of the duct network, and addition of a vent to a bedroom that had been converted from a garage. The work was completed in one day. I also received zero percent financing for 18 months. Highly recommend Sears for Home Improvement.

The contact the person with whom I had to work made the entire process a nightmare. He was unprofessional and beyond difficult to work with. The actual subcontractor who did the work was great, but the project was rescheduled by Sears 5 times without prior notification and a failure to communicate in a timely manner as to the reason for all the delays. The contact person's lack of knowledge and honesty was inexcusable. He was clearly not prepared to handle his job and because of the manner in which he dealt with me, I will never recommend Sears home improvement services to anyone...