Sears Heating and Air Conditioning

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.

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...

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.