Sears
Window Quote Rose From 21K to Nearly 26K With Unresponsive Rep

I had a quote for 21k worth of work to be done on my new California home. I had two different reps come out. The first told me he was wasting my time, Sears would be the highest quote for windows, and left. Your SHI center called to see how my quote went and check to see if I had any questions, when I told the lady what happened she offered me a discount and asked me to try again, so I agreed. The second guy came out and actually was great. He spent along time measuring, looking and assuring me of Sears and their quality.

I asked him to let me think about the quote over the night and I would get back to him. Several days later I stated in an email that I would like a sample of the windows sent to me (pic) written estimate, scope of word, and a timeline for start and finish. I never heard back from him, I sent him another email, he finally sent me a pic of the windows. I then replied and reminding of my previous request. I never heard back from him (2 weeks) I called the main office in CA, and left a voice mail at 8 am. Finally around 4pm the district manager called, he was rude, defending his rep, and stated that I asked for a lot from the rep, when they don't even know if I am actually going to do the work? What the heck is that? He stated he would have the rep call me, instead he emailed me, a quick hand written scope of work, still no written estimate, but a new number totalling nearly 26K. I asked in an email what happened to the 21K he stated, tax, and permits, and reminding me, the first number was just a quote.

Is Sears doing so well they no longer need my business. What happened to trying to maintain your customer base. Customer service, customer satisfaction? There are a lot of companies I could have went with, I tried to stay with Sears, but Sears could care less apparently.

Very discouraged.

Company: Sears
Country: USA

  <     >