Entered into a refacing agreement after much discussion with salesman named George Johnson who visited my home. Told him that time was a factor for me in that I could not be away from my office for more than two days. Mr. Johnson assured me that the job would take two days since my apartment was clean and I was not to move my kitchen table, microwave cart and bakers cart out of the kitchen since the workers would be bringing plastic to cover these items. This never happened. He also told me that he was requesting three men to perform the work and he was going to hand pick the workers.
No telephone confirmation for the scheduled work to take place on Thursday and Friday, July 29th and 30th. I had to phone the company. I was told workers would be there between 9-10 am. Salesperson originally said between 8-9.
On Thursday, July 29th at 10:30 A.M. When no one appeared at my home, I called the company and was told "the driver is lost and your phone number is disconnected." I was astonished by the stupidity of the person I spoke with. He told me the driver would call me in "five" minutes. At 11: am the driver called me to say that he was on Broadway near the Century 21 Store and could I direct him to where I lived. He arrived at my home @11:30 and announced "I can't work in this apartment I have no place to put my equipment" and he left.
I called Sears customer care - what a joke!!! I spoke with Ernestine whose position is to placate the customer. She told me she "was going to fax Mike Gervasi at Bil-Ray and would get back to me within 24 hours." I told her that I had taken time off from my job and she needed to phone him immediately since they were not living up to the terms of my agreement with George Johnson. I thereafter received a phone call from Mr. Gervasi. During our conversation he told me "well there is nothing we can do today - - this day is lost." My response was "you need to get your men back here immediately - he told me that he would get them back in 20 minutes. Three and 1/2 hours later just as I was about to put my dishes back into my closets, two men arrived who began working.
They returned the next day and stayed until they completed the job. Since all work must begin @9: am and cease @ 5:00 pm in apartments in my cooperative, the security desk sent in a report to the managing company that one elevator was being blocked and used by the workers who had been in my apartment after the allowable time. At this point I may be subject to a $1,000 fine.
Sears' Ernestine called me to ask how things are. I expressed my displeasure to her and she told me that "she was so sorry" but there was nothing Sears could do and at least "your job is completed." I told him that I intended to let everyone I know about this occurrence so that others would not fall prey to this fast talking and untruthful salesman and also the lack of concern or responsibility on the part of the Bil-Ray Company and Sears. Please steer clear of the Bil-Ray Company and Sears for not standing behind their name and for their lack of professionalism. Thank you.
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