SEARS HOME IMPROVEMENT

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The project managers never called me once despite numerous calls to that office . I prehaps spoke once to a live secretary who promised the manager(Adam Ostrander )would call . When I got no response I called again and left many voice mails for him and others on the list and never got a response once . The installer got in touch with Tom Squires who was supposed to become the project manager . He called and apologized for the lack of response and tried to answer my questions . He ultimately did not become manager and a different person (Kyle Hutson)called and was responsive to me . The project dragged out to the end of August and was finally finished on or about the 26th of August. After some negotiation I did receive a discount off the original price for all my trouble . In general,I was satisfied with the final product but over the next few weeks I noticed some spots that were not covered and tried to contact Mr . Hutson and first there was message that his message box was full on his voicemail . The second time I called his number was disconnected . Last week I called Customer service at Sears and they took down my complaint and said they would put in a work order . I have yet to hear from anyone . I will never do business with Sears again on any project and I warn anyone else to be very wary of having any home project by Sears especially in the Albany area.

We had taken the day off from work to meet the repairman and then got a phone call to say that the repairman wouldn't be coming that day, but the next, so we lost TWO work days, which kind of sucked. When the repairman arrived, he was professional and did his job well.

The salesperson arrived right on time and seemed very knowledgeable about the products offered. With cabinet refacing you keep the old cabinets, get new doors and new drawers, and install laminate over the cabinet boxes. He also said they could remove some cabinets we no longer wanted and add a new set of cabinets (large pantry type cabinets). They were also going to remove a built in desk and then extend the countertop so it had a 12" overhang and would be a breakfast bar. He said they could install a "corian like" countertop and 4" backsplash with an acrylic drop in sink. Also said that when they removed the old backsplashes they might need to Sheetrock and they would do that and prepare all surfaces for painting. The quote for all this work was $20,475. He could not give me a breakdown of costs. Just the total. It was at this point I began to get skeptical as he started offering discounts. 10% for volume discount, 3% off if cash. This dropped it down to $17,874. Then he went on to say if we signed TODAY they would give me a sears gift card for $1275. If I signed within 7 days it would be $450. I told him I needed to think about it as there were other things I also wanted done. I told him I was considering full backsplashes and he said they could do that for $600 more. Also we discussed flooring and while he said this was not his department it would be about $1600. We had estimates from 2 other company's and Sears was the highest. They called me back a few days later offering me some "new" special deal. I just did not like the way they were playing the pricing game and told them. I told them they should have offered one lower price to begin with and I might have done the work. All that price changing and gimmicks just made me stop to think about the company overall. I will never have any work done with sears remodeling due to this experience.

An installation person came within a few weeks to measure and determine the details of the required materials/work. We were contacted within a reasonable time to set up an installation date. When we repeated that we didn't want the work done until at least June, we were told to call when we were ready. We called near the end of June to set up a date. From then on things went downhill. Calls were frequently not returned. When they were returned, Sears stated that the contractor had personal issues delaying the work, the measurements could not be found and that maybe they would come measure again. There was never a second followup call without us calling Sears one or two more times. By the middle of August we gave up. We called the sales department and after being very forceful, spoke with the manager who agreed to cancel the contract. He was very polite and did not try to talk us out of it.

I thought the price quoted was high. The person who was here never locked in a price. The contract indicated that there was room to add additional charges. He spent four hours giving a sales pitch. It was thorough but just too long. I would consider getting a quote from them in the future.

I was really pleased with the work they did.

They did not show up for the appointment that we set up. They gave me a timeslot from 1-5 and after no one showed up, at 6 o clock I called them. They told me that they rescheduled me since they didn?t have anyone in my area for that day, but I hadn?t talked to anyone about this rescheduling and they told me to make a new appointment. I spoke with a supervisor and they were all very apologetic, but a courtesy call would have been nice since I stayed home all day waiting. I understand that things come up, but since they did not call I was dissatisfied. When I called them at 6 after speaking with 3 different people, they fit me in for the very next day. When he came, he didn?t have the part he needed, but once he went out to get the part and returned he was able to fix it. The repair main was professional, pleasant, and nice, and the washer is working fine now.

Everything went well. They are first on our list if we need something done around the house. Their prices are outstanding as well.