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 sears vinyl replacement windows
Author: sam (---.proxy.aol.com)
Date:   

15 windows $9750 2 are bathroom windows the rest average size windows none special.
windows arrived after two weeks as promised. windows installed in 3.5 hours. no leveler used. no shims.no insulations.none was used, intalled on rotted wood. black head screws drilled into the white window casing.every single window out of plumb. where i had multi windows, the windows don't line up some are in 2in some are out 1in. what a mess. my bathroom window is 3" on one side and 5" at other side.and so on i could of did a better installation job my self. contacted the bill ray group/sears regarding the problem. they told me that the installer said my windows work proberly and no shims or alignment needed. lol. well if u put a window side way or up side down will work proberlly. i can't close up my walls around these windows. and been waiting for a week for an inspector to come out . no one did show up yet..going around in circles.
so take my advice and stay away from sears and their promise of 50 years warrinty. if they not answering to the installation problem for sure they wont give a **** about it later on in the future.STAY AWAY FROM SEARS AND THEIR WINDOWS.
i used their credit card any susgestions on how can i stop the payment until they fixed.or get reinbursed for the extra cash i have to pay my contractor for the lost time?
thank u.

 

 Re: sears vinyl replacement windows
Author: Donna (---.dyn.optonline.net)
Date:   

Sam,
Sorry to hear of your bad situation. Were I in your shoes I would do the following.
Check out, via the stock market guide on any search engine, and find the name of the CEO of Sears. Send him a copy of your letter here and any other correspondence you've made or received from Sears. Include photos of the worst windows. I worked many years in customer service and I have learned the best way to get something done is to start at the top.
I believe you said it was a Sears Card; I would contact their legal department and explain that you are not going to pay the charges for the windows until the matter is resolve. I am pretty sure they can put a hold on the card until it is looked into. This way you will not be held responsible for any other interest charges to your card by Sears. If you aren't too attached to the card cancel it. Let them know they are losing a customer and let the CEO become aware of this as well. Be nice but firm and concerned as a "consumer".
I don't know where you live but you can also call Channel 5 or other major TV news networks and ask them for help in getting your problem resolved. There is nothing like a little negative publicity to put a match under the feet of a big department store. Good Luck!

 

 Re: sears vinyl replacement windows
Author: Guy (---.chcgilgm.dynamic.covad.net)
Date:   

Unfortunately your not alone. Sears does this to people all over the Nation. It's truely a sad thing to see!!!

The Window To Success, Is Your Installer!!

 

 Re: sears vinyl replacement windows
Author: searspro (---.chi.dsl-w.verizon.net)
Date:   

First of all, Guy, I don't see how you could possibly say what Sears does "all across the nation". Secondly, Sears, in the six midwestern states that I have worked in, always stands behind their product. I'll admit, there are some people that can't be satisfied. Some with good reason, some not so much. But I have never witnessed or even heard of Sears turning their back on and ignoring a customer. Just recently, in the midwest, Sears is bringing on full time service techs, like myself, to handle the service issues in a more timely manner. Before it was left up to the installers to handle their own issues. Now, if you have the choice, as an installer, to go install ten windows today or go reinstall ten windows for free, you might put the service off until you have free time. If your sales department is doing their job, that problem customer might be waiting a while. Sad but honest!! I just spent two days with the regional service manager of Sears and I can tell you that services and issues are being handled faster and are more organized than when you were around.
to Sam, I understand your frustration and am sorry for the situation you've been left with. I certainly would complain to as many phone numbers and e-mail addresses as you can get your hands on. I also am confident that these issues will be resolved for you. I agree this sounds like a rush job by an installer with no pride or concern for the amount of money being spent on these windows. Sears needs to implement some other plan for hiring subs that are worth a crap!! They all say they're good, who wouldn't? Unfortunately, the customer pays to find out the truth about an installer. Best of luck! please keep us posted.

 

 Re: sears vinyl replacement windows
Author: Guy (---.chcgilgm.dynamic.covad.net)
Date:   

SearsPro, I can speak of what Sears does across the Nation because I hear about what they do from people in the trade and on these forums. You can tell me all you want about what you think they are doing today. Until I see and hear people actually praising what Sears does. I'll have a tough time believing it. If Tim Graham is still running the show out of Chicago I know you'll never get any better! Since I'm legally bound by talking about my venture with Sears. I'll leave it at that. Let's just say Sears doesn't want me to say anything about what I've seen or know. So I really hope you can turn it around. You have a long road ahead of yourself. If your ever in MN look me up. I'll be more than happy to chat with you.

The Window To Success, Is Your Installer!!

 

 Re: sears vinyl replacement windows
Author: searspro (---.chi.dsl-w.verizon.net)
Date:   

guy, I am aware of your situation with Sears, and I won't go there either. I am also smart enough to realize, that the horror stories you hear are minimal in relation to the amount of business Sears puts out. And the numbers keep climbing. Why? because it's solid and customer satisfaction oriented. There are no perfect companies in the circle. Each has it's trouble areas. Your beef is personal with Sears. I think it's wrong for you to broadcast that attitude against a company that completes hundreds of jobs everyday, with minimal dissatisfied customers. You will never hear as many good stories as you do bad ones, everybody knows this. Everybody knows the unhappy customers are the first to fill out the surveys and tell everyone they talk to about the bad deal they got. I believe they say 10 to 1 is the ratio. The bottom line is Sears has a good product and they stand behind it! Maybe not as quickly as some would like, but they will rectify, when possible.

 

 Re: sears vinyl replacement windows
Author: Guy (---.chcgilgm.dynamic.covad.net)
Date:   

I do agree with you there. The problems I always had to endure are the installers they chose to do the work. They would take anyone they could to do the work. The reason being they were so busy. The service work got backed up do to the lack of communication from above. It's hard to service something or fix an issue when your not told about it. The staff was so green the didn't even know how to deal with a complaint. Anyone that would have had to deal with the lies and slander I had to endure from them would also have hard feelings. But believe it or not that's not my beef with them. I do keep that aside from why I speak out. My issues are strictly the cost of the windows. I know what Sears pays for their window. I was involved enough to know what they were paying Simonton for the windows. I know some of the sale staff are making over 100K a year just selling windows. I see them prey on the elderly and misinformed customer. These are my only reasons for pitching a bitch about Sears. It would be different if they were selling the OC Mosaic window as their best window. To see them get the same price for a window that others pay for the Schuco window. THere's no comparison between the two windows to even put them in the same room.
I do respect your desire to make them better and push them to have a more satisfied customer. These are good steps forward from what I've seen. I know Sears will be around forever. They built their enterprise by earning the trust of their customer. If people are willing to put out the cash for the window and make a go of it. That's business in America. I do wish you well in the jurney ahead. You have my word that my posted concerns are only those I've posted. Nothing personal!!!

The Window To Success, Is Your Installer!!

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