Sears Heating and Air Conditioning

I'm conflicted because the first time we used Sears to install some windows, we had a great experience. However, this last interaction has somewhat sullied that positive experience and we may not return to this service when we eventually decide to replace the remainder of our windows.

Our initial consultation and order was done in early March and the install occurred in early August. Understandable, we were willing to overlook this long wait because generally supply can be strained in the current environment.

We're unsure if the following is standard or not but we didn't experience any similar issues when we went through them before and we did this time. So the contrast in experience was shocking.

Overall we were not happy with the look of the installation and a few other minor issues. For our sliding glass door install there was approx a 1 1/4 inch gap between the top of the door and the frame. Our installers mentioned this was probably due to a string of measuring errors they had been encountering lately where windows they picked up were too large or too small for openings. This gap had to be filled with a foam insulation and then covered with caulk. Additionally there was a small rip in the screen itself. Then the window installed in our garage had a crack in the plastic casing.

Our home in Spokane is over 100 years old. It is an original Sears Craftsman home built with lath and plaster in 1914. It is not easy to work on and Sears Home Improvement installed beautiful new windows despite all the hardships in the home improvement industry due to Covid.
Spokane is VERY COLD in the winters and VERY HOT in the summer, and we are very pleased with our purchase and the company itself.
We have had many compliments from our neighbors as well as significantly lower heating costs this past winter.
We expect to use our A/C much less this summer as well as our house is tight as a drum now thanks to these great windows.
I would like to mention Melissa in Customer Service who worked tirelessly to see that our project was completed to our complete satisfaction, and Chris our installer who did an amazing job doing all the hard work installing and trimming them.
The pictures speak for themselves, the windows are beautiful and functional.
Thank you,
JD
Spokane, USA

DO NOT HIRE SEARS HOME IMPROVEMENT!

First, let me say that I don't leave reviews online very often and I really wanted Sears to take care of this project. I have used the company for all of my appliance purchases and repairs. The reputation of getting the job done at a fair price and providing great customer service is something I was looking forward to. I was and continue to be disappointed by their horrible service and practices shown on this job.

They are the worst company I have ever worked with. I contracted them to install a heat pump in my house and it went downhill from the beginning. The salesperson they sent to my house arrived and quoted me a price after spending more than an hour trying to figure out the computer system. Eventually, I left them at the table and went to another room. I agreed to the price because it was a little lower than another bid I had received and the salesman later told me they couldn't honor the price because she didn't put it in the system correctly. I probably should have given up at that point, but they offered to send another salesperson and price match the other bid. I thought this would be a great opportunity because I loved their previous work on all of my appliances. They managed to meet the price and I signed the contract.

A couple days later the subcontractor, National Heating and Cooling or National Heating Company (they gave me two different names), they hired came out to do a walk-through and make sure they would have all of the parts. I felt a reassured and the next day my project manager called and we set up a date for the install.

That day came and National called to say they would not be there in the morning as promised, but after lunch. Not too bad, right? Well at about 3:00pm I started to call the company and PM from Sears. They finally showed up at around 6:30pm and I told them it was too late to start anything because it was a school night and I needed heat through the night.

The heating company came back the next day to clean the ducts. They got most of the way through that when my CO alarms started going off. I went to find out what was going on and found their gas-powered air compressor exhausting into the garage. I called 911, the Fire Department showed up and completely vented the house finding high levels of CO all over. The installer, Chris Dikes (who I later found our owned the heating company), showed up during all of this and started to unpack the equipment. Eventually the install started and the 1-2 days promised is going on a month now.

It was so badly installed, the Sears PM promised to get another contractor to come perform a quality check on the system when it was all complete. They eventually had to remove the furnace and coils a second time and re-install them because of the shoddy work. They also had to run to home depot countless times because they didn't have parts. To top it off, they advertise as Veteran Owned, but when I asked Chris Dikes, the owner, he said he had never served and that it was not veteran owned, blaming someone else he claims to have fired.

It's been a few days shy of a month now and I am still waiting on a new electrician to come check the work of the first company, pull a permit and get it inspected. This was after I mentioned the permit inspection to the installers and was told "oh, you wanted a permit, some homeowners don't". What does that even mean???

There is so much more than would fit here. They even ran over a large rock next to my driveway and tore out the oil pan on one of their vans. Spilled at least 4 quarts of oil and stained my driveway...

I have to say, if you are still reading this, please find a different company. The Seattle office will play phone tag with you and not actually do anything for at least a week. The bosses there are impossible to talk to and they even fired my PM and didn’t call to let me know. Their customer service is seriously lacking and they hire unethical subcontractors to do the jobs. I should have given up at the first mistake and just used a different company.

Windows were professionally installed and look and work great. Salesman didn't close CD properly so I still have no copy of the sale. The project manager didn't call me for weeks and only after I had left 2 messages. Although the product and installation were great, it would have been better had I gone directly to the manufacturer since communication from Sears was/is almost nonexistent. Then the Bank didn't send me the information on what I owed until after charging me extra for making the first payment.

I'm very disappointment with Sears Home Improvement project. First of all, the initial salesman has yet to email my contract as he stated the date I initiated the commitment. Two different project coordinators show up to my home twice unprepared. On another occasion a project coordinator called me the day the installation was supposed to take place just to tell me that all of the parts were not available to complete the installment. I got bill on my credit report before I got the product installed. The central air conditioner was finally installed on 26 July 2019. The inspector has yet to show up to validate the completion of the work. It is now a week later. I will never recommend Sears Home Improvement to any of my relatives, neighbors, friends, or colleagues. The quality of service that was pitched to make the sales does not add up remotely close to the quality of service to implement the product to your home. Never again! Never ever again!

The sales rep was awesome, even when he made a mistake, he handled it promptly. The windows were dropped off 3 days early and sat in my backyard. The installers were very nice and professional. There were 2 wrong windows that were made, the caulking around the windows was excessive, and we found holes in the window screens 2 days after installation. The installers said they would notify the project manager and order new windows. We never heard from the manager. A gentleman called and asked about our service we told him our problems and he said before we write a review he would handle it. When we didn't hear from anyone, we called and talked to someone who was not involved in the project and told us that the installers and project manager no longer work for them. The lady told us she would get back to us, that was 3 weeks ago. Despite sending an email and telephone calls, we have never received a reply about our windows being delivered, the caulking, or the screens. This is bad practice and as of now, I would NOT recommend nor will I use Sears for anymore of my home remodeling needs.

We had our stand alone shower, toilet and flooring replaced in our master bath. It's nice but a project i was told would take about a month took two almost three months. I would never recommend anyone use them for a remodel in your home. There is a major lack of communication once you order your project. There's supposed to be a project manager to help organize the project to get it completed. However if I didn't hound him by calling and emailing all the time my project would never have got done. No one ever calls back, so don't bother leaving a message at the office. After several phone calls and emails asking for a refund our project finally got the last piece, the flooring but the trim around the walls by the floor is missing. The problem one guy came to start our project, said he would be back the next day with our flooring and three weeks later someone else shows up puts in the flooring but doesn't have our trim. I finally gave up on emailing and calling because the major stuff was finally done. Two months later we still haven't gone a phone call from the project manager about where is the trim.

This process started back in Jan 2019. Through many delays and the huge snow Storm we had I just finally had the siding installed on Tuesday the 14th. Very, and I do mean very poor communication from Sears and the Management Team. Sent out 1 install Team and they were very rude and unprofessional. 2nd Team appears to have done a great job but spent time criticizing the folks that installed our new roof. The final install I was not even notified that they were coming out they just showed up. When the 1st install Team came out told me I had to cut down all my arborvitae trees so they could do the install. I did that, and still was almost a month before I finally was able to get my siding on which was paid in full. This was not typical Sears service, since they had already done 2 other sides of my house. This was totally unacceptable and took numerous calls on my part to follow up since no one was returning my calls. When you experience this, you now know why Sears is closing a lot of their brick and mortar stores. One very unhappy Customer here.

It took almost two full months to have my equipment installed after purchasing the heat pump. The sales rep came out to my house, gave me and my wife a good pitch, and promised the price would not change. It certainly did, though. After a full month of almost no communication, I was told my project had been canceled by Tina. I was then told it would cost an additional $980 if I wanted to proceed with the job. I talked to Scott, a manager, who was able to reduce my additional cost down to $130. Three weeks later, with my communication being initiated only by me, they told me the original contractor didn't have the availability and would need to find an alternative. So I called the original contactor and asked the status of my installation. They said they had not heard from sears in five weeks, were simply waiting on the updated work statement, and would have a 48 hour turn around for completion as soon as sears gave the green light. I called sears back and spoke with Tina who said she would look into it and try to get my project pushed through because after all, I had already paid for it five weeks earlier! The contractor came out three days later and finished the instastallation by late afternoon the same day. I couldn't be happier with All Seasons and their staff. The process with sears, however, was excruciating and certainly not worthy of my recommendation. Communication or getting a real answer was like pulling teeth, they changed the price after I signed a contract and shook hands with Chris, the sales rep.

I do not recommend Sears for your home improvement requirements. Our kitchen cabinet and counter top installation was the most disappointing experience of our home improvement projects. Cabinet measurements were inaccurate, cabinets were missing pieces and unfinished during installation, and work was delayed by weeks due to poor management and coordination. Sears Home Improvement does not value the customer's time nor do the managers keep the customer informed. There does not appear to be any pride in service nor a positive customer based value system and no professional courtesy to the customer. I regret bringing Sears into my home because they clearly had no respect for me, my time and the impact of their unprofessional performance.