Complaint Review: SEARS - POUGHKEEPSIE New York

First of all I never yell or am I disrectful to some person on the phone. They are not the one who make policy. Constructive solutions are never made with anger. Never once did I raise my voice call anyone names etc. Oh but the SEARS REPAIRMAN did call the installers idiots. Perhaps you should take that up with him..not me. Now that we got that straight. I am talking about structural damage to my home. They incorrectly put a hole through the concrete of my wall under grade. This caused my basement to be flooded and the dryer to be damaged. What was I suppose to do? It doesn't matter if Sears outsources their work, that doesn't release Sears from any wrong doing. Their name is on the bill so they are the ones who are going to be dealt with. When I get a rebate for installation I send it to Sears not Iggy Ignat Installation. And I get check from Sears not Iggy Ignat Installations. If you think we should not get mad at Sears especially when they TREAT US BADLY when the installation is done wrong and we complain, I suggest that you tell Sears that from now on they state on their bill that the appliance or whatever product is being bought is to be put on a seperate bill. And Iggy Ignat Installations will be on another bill with their name stated, address and phone number, worker permits numbers etc and and if there is a rebate involved send it to Iggy Ignat not to Sears. That way we know who to call directly. Sears is not doing that yet as far as I can see so we wll still CALL THEM AND COMPLAIN. One other thing you stated is that after many purchases from one place and one time something goes wrong we get mad. (paraphrase) What nerve. What gives you any indication that me or the person whose Water Heater blew up is unreasonable? Heck people have told me I should of sued Sears and I am sure the water heater person heard the same thing. I did not go that route I used my buying power instead. I expect mistakes to made and I have not stop doing business when stores have goofed. BUT SEARS treats the customer badly, like we are thiefs when we complain. Like it is the consumers fault and we are just trying to get over. And sometimes granted it is our fault. But that still does not give Sears the right to paint everyone with a broad brush. The fact of the matter is that a person's water heater BLEW UP! And structural damage was done to my house and a new dryer was ruined because of SEARS negligence. Yes Sears not Iggy Ignat the installer. Sears has no business having consumers pay for installation THEY are not able to stand behind. Consumers buying power works and it worked in getting my problem resolved. What was I suppose to do...NOTHING. Now I don't care if Loews uses the same folks because I have not had a problem with them. Until something happens I will assume that THEY do stand by their installers.

First of all I would like to apologize for all the inconvienece that both of you have gone thru. And for whatever the crazy admin. person said to you. I have worked for Sears for 2 years in the Protection Agreement department. You are both blaming the wrong people. When you pay Sears to install the product for you the money goes to that company not Sears. It is no different than you buying the appliance and getting the phonebook and picking a installer to install the prodoct for you. The only difference is that you are letting Sears make the choice for you. Legaly, Sears is not responsible for the actions of the installers but our NAME is on the line. Sears will work with in sitiuations such as when Lisa got her dryer replaced. The best advice I can give is when you call the 800 numbers make sure that you are speaking to the right department and stay calm. It makes it a lot easier to help you when you are not yelling or cussing at us over the phone. I hate it when customers who have been shopping at Sears for 20+ years and have 1 bad sitiuation and then go somewhere else. You must also relize that Sears is a huge company and I might take some time to get to the right person or to get things handle due to the millions of other customers that we handle in one day. I would also like to point out to Lisa that even though you did decide to go to lowes to buy your refrigerator if you bought the service plan or ever need service under the warranty, it will be a Sears technicion to go and service your appliance because Lowes, Home-Depot, Whirlpool, and Frigidaire all contract out Sears' techs to do their work. Because our Techs. have a 97% success rate with service and have the most techs. than any other company in the nation.

I almost had the same problem. Last year I got a new Dryer from Sears. It was installed in the basement. This was the first dryer that was installed in the house. One rainy night a few weeks later I was in the kitchen and I heard this noise in the basement. I looked saw the Long Island version of the Niagra Falls coming through the basement wall. Mind you this is around 11-12 at night. I couldn't even get down there beause the floor was already flooded. I called 2 friends of mine in the morning. By that time the water stopped. Well they came over with pumps and a dry vac to get water out. One who has experience in these things went outside to see where the water was really coming from. He siad it looks like it was coming from the Dryer vent!. We looked in the Dryer and it was full of dirty water. The installers installed the vent under the grade!! I called Sears and of course I got the run a round. They accused me of installing the Dryer myself. Or I previously had a dryer and they installed it like that. WRONG as I mentioned this was the first dryer installed in my house! Finally they said they would send a person to look at it. Fine, but the person they sent was not a installer buy a repairman. He said he could not do anything and why did Sears even send him there. But he did say exactly what I said, somebody installed the Dryer below the grade! I called Sears and tolded them that they sent the wrong person over BUT he does see the installation was wrong. He actually called them idiots. You see Sears hires outside people to install and repair etc.. So they are not even sure who installed it. They asked me! All I knew it was 2 men. In any case by this time I just don't want them to repair this hole in my basement I want a new Dryer!! It was ruined and it was only a few weeks old. I really believed that is what they really did not want to help me with. I was not backing down. I made them transfare me to the Credit dept. and asked them to send me and the person I was speaking to a itemized account of ALL of the things I purchased from them. Then I went to the person who sold me the Dryer who remembered me because I always used him when I buy things and my friends use him too. I just had purchased a built in Oven and Stove and was looking for a refigerator and let him know about it. I don't know what happened but he made a call and I got a new Dryer 2 days later and the installers fixed the hole. I know if I did not show my buying power they would of treated me like I was a thief. I still was mad because I should not have gone through all of that. So I went to Loews and brought my Whirlpool Gold refrigerator.