I had vinyl patio sliding doors installed on Friday (December 28th) The handled locking piece broke off that evening the same day of the install which left me with no way to lock my door.
I sent an email on that Sunday to the Sales Project Consultant that we signed the contract for the work and he replied back and referred me to the Production consultant responsible for the installation. I called and had a conversation with the Project Consultant and I can't even begin to describe how unpleasant that conversation went. Such a disrespect to the customer. Needs a lesson in customer service. He assured me that he would order another handle that is made for the door but it would take up to one week before he would receive it. I told him that would be fine, but if he had one that would work I would gladly accepts that offer until the one I wanted came in. I left the conversation under the impression that I would have a new handle within a week and one installed so I could secure my home. Later, I contacted the installer who works for the Production Consultant and he had not been notified of this request. I called the office at two different times and talked to another Production Consultant who said he would call look into the problem and get me back to me. Never did get a call back. I sent in a complaint to the Sears Home Improvement Web Site twice and each time I was referred to the same office number for contact (a generic message). It is obvious that my complaint was not even read. To make a long and stressful story short, it has almost been 28 days roughly and I still do not have a lock for my door and can not find one to fit it since it was custom ordered. I wish someone would tell me why this company hires people who have no desire to be committed to improving the lives of their customers and by NOT upholding the quality of services in which they claim to be committed too. It appears, since I have not heard from them, that they have no desire to honor the contract and fix the lock. This to me is a serious concern with the wave of home invasions being at its peak in my community.
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