Where do I start with this nightmare. My wife called Sears to have two replacement garage doors installed at our 85 year old home. The salesman showed up on time and he and my wife came to an agreement and we signed the invoice. That was the beginning of the worst service nightmare I've ever experienced... And I'm in the service industry. Two weeks later Sears was scheduled to come and install the new garage doors. When they showed up they had the wrong size doors and we were told we would have to wait another two weeks for the "correct" doors to be re-ordered. Two weeks later Sears showed up again and installed the new doors. I was at work and when I got home I was aghast at what I saw. The doors they had installed were stock 8' doors. The measurement of the doors needed for my home is 8'4". The doors were nearly 2" narrower on each side. Additionally the rubber trim was not installed around the doors. I called Sears and a week later they sent out a repairman to look at the doors. He agreed with me the doors were too small and took new measurements and said he would have to order new doors and it would be a couple of weeks before they new doors were shipped. Two weeks later the repairman (same guy) came out with a pile of wood on top of his truck and NO new doors. I asked him where the doors were and he said his "boss" had sent him to re-frame the garage door opening to accommodate the too small doors. I asked him if he recalled the conversation we had two weeks earlier about the doors being too small. Needless to say I sent him away and told him to either bring out the correct doors or take the ones out they had installed and get out of my life. Each time they came out it was with repeated calling from my wife to see if we were even scheduled. Getting a straight answer from anyone at Sears is impossible. After this visit we called the complaint line and spoke to a representative who promised to have a manager call us back right away. We're still waiting for that call! A week later Sears was again scheduled to come out and install the new correct doors. They were scheduled out on a Saturday and when they had not showed up by 2:00 PM my wife called and was told they had to get another part from the warehouse. Only problem was it was closed so again Sears failed us and again we were out a wasted day. The following seek they sent out an install crew (new people this time). They didn't show up until very late afternoon and finished after dark. The doors were acceptable, but not really to my satisfaction. I spent time Sunday adjusting the doors to operate correctly and cleaning up after them. Oh did I mention they broke three ceiling lights in my garage. My wife was told by the salesman and the first installer that the lights were absolutely not in the way. When I came home they had been taken down and the lenses were broken... And the wiring was in the ceiling with no wire nuts! The only thing Sears did correctly was bang my credit card. And really we wanted 12 months financing and they charged it all at once. Just another mistake in a long, long list of mistakes. I know this was long winded but to shorten it would have made the experience seem better, which it was not. Please do not let Sears Home Service sub-contractors into your home for any reason. Their ineptitude knows no boundaries. I was talked down to by a manager, they made my wife cry and their actions were deplorable and inexcusable. Their technicians were rookies and no where near journeyman level. They do not take care of your property and your job is a far second next to the paycheck they really do not deserve.
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