Sears Heating and Air Conditioning

Judge Miguel came over and measured my windows for an hour, then started his presentation. I did not have the time for him to complete the presentation, but before he left, he promised to text me the same day and email me the next day with the estimates for replacing 14 windows in my house. He never called, texted or emailed me. A big disappointment, especially from Sears. By the way, I had a Sears repairman come to fix my refrigerator and he was excellent.

I wish I had read the reviews before we agreed to get our AC installed by Sears. 1st off we felt pressured by the sales person who did his grand speech about Sears was the best, then they wouldn't cancel our order coz they said they would match other prices - WRONG! The installers hardly spoke English & couldn't really explain anything. The master bedroom doesn't even get that cool and that's the room where we needed it get cold in the hot summer nights. They were so quick to call when they wanted your service but after that you didn't hear from anyone anymore! No one answered their phones or returned your call!

Extremely disappointing. Sears behaved like a fly-by-night outfit. Promised the world. Their Ukrainian installers (one was marginal in English, the other didn't speak English) arrived very late (after 4 pm), and didn't do all the work that I'd paid for. I contacted the office and was promised a refund for what wasn't done. I thought I'd never get my money back, but after a month and a half, I finally received my refund. I will never use Sears for anything else.

Very little communication from Sears after initial sale. Project coordinators don't return phone calls. The only time we heard from Sears was when they wanted more money. Our initial excitement for our kitchen remodel quickly turned to frustration. I would not use Sears Home improvement again.

Got three bids to replace 6 aluminium windows. Specs and rating were nearly identical. Sears won on price. Installation met my expectations. Team was professional and completed on time as promised. Windows look and perform great.

Sears is a dysfunctional organization. Bought Air conditioner recently. Sharing my experience.
Called Sears and they sent Mark for first appointment and closing the sale. He said following things that I liked to close the deal. I have been bitten on all of these points so far.
- Price match with a competitor that was already quoting almost $2000 less than Sears
- Reward points for my purchase that I can use in Sears
- $300 referral bonus that I can receive for everyone I’ll refer.
I do not have much knowledge about furnace and AC. Worst part is Mark clearly had no knowledge of what product to install in my house. I told him, I have single stage furnace installed by builder. I was interested in 2 stage AC and he happily sold me that for price X. To clear my doubt, I called the company that installed the furnace (same competitor) and they mentioned that it is not possible to install 2 stage AC as I have single stage furnace. Mark confirmed that I need to go for single stage AC
After this we changed the order to buy single stage AC that costs X – $1155.56. Change order was done on March 30th 2016. Sears owes me $1155.56 for over a month and haven’t refunded that yet. Best part starts now, after many follow ups finally Tina called me on 4/26 and told me that this is Sears corporate problem and she will find out. Later, I got the response from her that I need to wait for another month. When they had to charge my card it took them 2 days to charge me amount X. Why would it take one month to refund? No explanations.
I called the Sears customer care on 4/26/16 and person on phone told me that this happened to her as well and my best option is to dispute the payment with credit card company. I already knew that option but, reason for follow up is to solve this amicably. Moreover, she couldn’t find my order number in the system as it was local sears order number. Really? What does that mean? It was beyond comprehensible to me.
I sent following mail to Tina to notify that I will have to dispute the payment. No response to that.
That was about the first point. They matched the price but, still took more money from me and I have to dispute that.

Point # 2
Reward points – 5/4/16 I called the Sears reward points helpline. They have different helpline for everything. Really?
Person on phone told me that I never got rewards for my purchase and he will follow up on that and will get back to me in a week time.

Point # 3
Referring a friend. I did refer two of my friends and they called Mark and used my customer number. I never got anything for that. Not even acknowledgment. I sent mails to Mark to follow up. He never bothered to reply. Forget the money at least I deserve thanks for referring.
I regret my decision of not going with Costco or other company. I am not surprised now when I read the news that Sears is closing down shops.

The sales process was long and drawn out. Corporate was unhappy with the contract (one page used 'Ted' instead of my given name) and I didn't finance anything. Scheduling took forever. I wouldn't use them (or any other Sears / Transform service) again. Install was fine once they got here.

I had Sears replace the siding on my home. Their promise was to provide the project management oversight of the project which was non-existant. There were rotting sheets of siding they said they would replace with plywood before installing the vinyl siding. I decided to check in on the install and they started the install without replacing the rotted pieces and when confronted about it, I got resistance until I threatened to call Sears management. I did anyway and asked why this was and asked if the PM had been to the site....he hadn't and they never do. They just call a contractor to do the work and upcharge you for it with no value added. Also the siders screwed their scaffolding through my roof and I had to take pics and fight with sears to get the roof holes fixed. All in all I got bad customer service, questionable installation and overcharged. I'd recomment using thumbtack or find your own contractors as Sears did nothing but be a middle man.

The salesman was very well informed, and the subcontractor arrived the next day and by the following evening my new heat exchanger was installed! They worked hard and fast and seemed to know what they were doing. I'd highly recommend Sears Home Improvements.

The final product is as expected, but the journey was extremely painful. Sad to say that we will not be using your company for any other projects. Here is why.
1. First signed on 4/20/19. We had to call about 20 times before we finally got a hold of someone to get the status. They said we had to sign a revised contract. I had to follow up to see if they were ever going to send. Finally they did and I returned that day. Days go by and I make half a dozen calls and finally get a hold of someone and they say that I need to return the revised contract. I said I did. They looked and said, oh, not that one but another one. I waited for the revised contract and it finally came after follow up calls. I returned the same day. No calls, so I called and called and finally got a hold of someone that told me they could not fulfill the contract because they under quoted. You just decided that you did not have to honor a signed contract.
2. Foolishly on our part, we decided to give your company another chance. They said the first guy made huge mistakes, but now we have the top guy to redo the quote. Since we already had everything picked out, we agreed. He re-quoted and it turned out to be $700 more. We agreed. They swore they would turn this around immediately and get it schedule. Wrong, no calls. We made the calls to find out there was a hold up in the contract, again! Days went by. Promises of call backs came, but it always to me calling the day after the promised call to get the answer. They finally got the approval after fixing the second guys mistakes.
3. Originally, we expected the install to be end of May until all the problem, but finally, we were told a quick turn around due to all these delays and expected the install to be middle of July. Further delays made it 3.5 months since we gave our first deposit.
4. Scheduled install. I called the day before and they said it was pushed back! Nobody notified me it was not going to take place nor asked if I was even going to be available. The bathroom sink did not show up, but was supposed to arrive the next day. After pleading, they agreed to keep the appointment for the kitchen and come back the next week to finish the bathroom.
4. Installers arrived, very nice guys. Nobody gave them the type of faucet being added. He asked me and we had to get that info from you. Plumber came and installed, also a nice guy, and I asked if the auto touch on/off needs electricity. He said batteries, but the faucet was not touch on/off. This is all we talked about for the kitchen with both the sales guys that came out here. The first guy had the entire choices messed up which the second guy "fix". However, he did not put the correct faucet on the second contract.
5. Counter installers returned to do the bathroom without the sink. They had not been told they need to bring. Plus, nobody told him ahead of time how many holes to drill.
6. Finally after 3.5 months from when we made our first agreement, we got our counters and sinks.
7. Find someone else to do your job. Sorry to be so negative, but how else will they improve their service.