Dear Sears,
I am filing a former complaint because of the incompetent, disappointing, unconcerned, disgraceful, and uncaring and the unprofessionalism of Sears’s staff and contractors.
How can I be compensated for all the hell I have been through with this project that was supposed to take 4-6 weeks?
Listed below is the staff that I have been in contact with during the entire kitchen renovation:
Valerie Lechman, Project Manager
Jemma Welch, Representative for Sears Appliances
Debra Baker, District Sales Manager
Ed Phipps, Manager for installation
Jay Glass(Measurements)
Colette (Executive Office Representative)
Bill- Manager in the Virginia area did not get Bill’s last name
I entered an agreement with Sears planner/consultant, Valerie Lechman on August 2, 2013 to removeand discard old cabinets, repair any damaged wall surfaces in work area, modify electrical and plumbing as needed for new kitchen installation, install new cabinets, install new countertop, install new sink and faucet, install all trim and moldings, install new appliances, clean up and haul away job related debris.
I called Ms. Lechman on 8/7 8/8 to inquire about next steps. She said for me to contact Ed Phipps, because someone else will come and do the final measurements. I also mentioned to her that I did want to make a change with the cabinets. I did not want the tall cabinet initially ordered; I was going to have a pantry built instead. She again said to contact Mr. Phipps to inform him of the change
I called Ed Phipps several times he did not return my calls.
On 8/19/2013 Jay Glass contacted me to schedule appointment for final measurements.
On 8/20/2013 Mr. Glass came to do the final measurements , I also mentioned to him that I wanted to cancel the tall cabinet that I mentioned to Ms. Lechman, he said I have 3 days to do so and I need to contact Mr. Phipps. He also said from that point on the job will take 4-6 weeks to complete.
I called Ed Phipps on 8/21, 22, 23, 26, and 27. He never returned my call. I spoke to JemmaWelch to place my order for appliances. Ms. Welch was referred asa contact person by Ms. Lechman.When we spoke she said that she would need a delivery date and I need to contact Mr. Phipps to get the date. I explainedto her I have called him several times and he has not returned my phone calls. When I told hermy unsuccessful attemptsin contacting Mr. Phipps, Ms. Welch offered to walk over to his office andtry to find out information. She said that they are in the same building and she offered to locate himshe called me back and said that Ed has been out on sick leave and that is why I haven’t heard from him.
Approximately 9/9/2013 Mr. Phipps called and asked when would I like to have the cabinetsinstalled and I asked how soon can they install. I then proceeded to ask how soon someone can come out to do the demolition because my contractor need everything out of the kitchen to install the floor and informed him that I did not want the tall cabinet.
Mr. Phipps said he would get back to me. No return calls. When I began contacting Debra Barber, Manager that is when Mr. Phipps finally got his contractor to come out to do the demolition.
I had to contact Debra Barber on several occasions and she said that she would talk to Mr. Phipps and get back to me. She didn’t return phone calls. One morning I called her cell phone and she did not answer so I used another phone and she picked up immediately.
When I could not get in contact with Mr. Phipps regarding the change in cabinets, I called Ms. Lechman andMs. Barber. Ms. Lechman said that her manager is not going to allow me to change because I had 3 days to doso and it was too late to change. I informed Ms. Lechman that I left messages for her and Mr. Phipps and neither returned my calls. I then began calling Ms. Barber and she said that she would have to talk to Mr. Phipps and get back to me. A couple of days went by and I called Ms. Barber again to inquire about the cabinets, she said she was still waiting for Mr. Phipps to get back to her. I called again.
9/28/2013 8:00am Jose arrived to remove cabinets and appliances.
10/7/2013 Installer –Jose arrived about 8:30am to deliver cabinets he said he could not do the installation because the walls needed drywall where he removed the cabinets and the cord for ice maker needed to be put behind drywall so the cabinet can fit against the wall. He also said the gas line-pipe needed to be cut down so the range could fit against the wall. I asked him if he is responsible for putting drywall in and moving coil and gas pipe. He said he would have to talk to Mr. Phipps. He called Mr. Phipps and waited for him to call back. He left after 30-minutes after no call back. I asked the installer to please return the large cabinets that I cancelled and asked him not to leave.
I asked my contractor/carpenter Michael Holmes who was hired to take down walls and replace the floor to install the drywall and move the coil behind the drywall. He completed this on 10/8/2013.
10/7/2013 I called the Richmond Office to speak to an area manager and spoke to Bill (did not get his last name). He spoke to Mr. Phipps and promised that the installation would occur on the next day 10/8/2013. He said he would call me with the time. Bill did not call back and when I tried to reach him on 10/8/2013 I could not reach him.
On 10/9/2013 I received a call from Mozelle stating that Jose was at my house to do the installation, I informed her that I was at work and I was not going to take off another day. I missed 2 days from work waiting for the installation to be done. She said that she would call me back with another appointment.
Mozelle called on Thursday 10/10/2013 to confirm the installer would be at my house on Saturday and Sunday to complete the installation. I asked her if he was bringing someone with him to connect the gas for the range she said she would call me back. She did not call back.
I called Mozelle 10/11/2013 to inquire if the installer is going to have everything he needs to do the installation and she assured me that he would be able to do the complete installation.
I called Mozelle 8am on 10/14/2013 to inform her that the installer did not return on Sunday as she said. Also informed her of the cabinet that is to hold the microwave and inquired when the installer was going to return to complete project. The microwave is too large to fit in the cabinet. She said that she will speak to Mr. Phipps and call me back. She did not call me back. Jose did not hook up the range, I did not have a sink and the microwave was left on the floor.
I called Ms. Welch 8am 10/14/2013- informed her that the ice maker could not be connected because of the cord-coil was damaged. She said that she was going to give Mr. Phipps a new cord to give Jose to replace when he returns to complete the installation.
On 10/14/2013 I called GE Capital to file a complaint against Sears. I spoke to Tammy #7490 and she registered a billing dispute against Sears and said that someone will be contacting me.
I called Sears Executive office to register a complaint and spoke to Colette 9am 10/14/2013 listed my grievances and she said that she will contact Mr. Phipps, Ms. Lechman and Ms. Barber and call me back within 48 hours.
I also informed her that Jose did not come on Sunday or Monday. Also the microwave cabinet cannot be used, the cabinet over the refrigerator was too short because of the space between the refrigerator and the cabinet, also informed her of the icemaker‘s coil needed to be replaced.
I called Coletta again about 12noon for an update. She said Ms. Lechman will call me today. Ms. Lechman did not call.
I called Coletta 9am 10/15/2013- She is going to call me after emailing Ms. Lechman to get appointment to order new cabinets. She is going to call Mr. Phipps to find out when the appliances can be installed.
10/16/2013 Ms. Lechman called and said Jose would be coming to my house on 10/17/2013 at 7:30 am to install appliances. I informed her that no-one would be there and if someone could come on 10/18/2013 or 10/19/2013 and I would be home. She said that she would check with Mr. Phipps and call me back. She did not call back. She said that she would like to see the kitchen and I would need to sign for the new cabinet. We scheduled to meet on 10/17/2013.
10/17/2013 8am called Ms. Lechman to inquire if she spoke to Mr. Phipps to find out if and when Joseis coming and she said, she informed Mr. Phipps that I was not going to be home and I was not taking off another day of work and I would be home on Friday. He said he would see what he could do. I asked her if she was still coming to our appointment on today she said yes. I also asked if she spoke to Jemma about returning the microwave she said she would make calls then. (Because 30 days had passed I was not going to be able to return the microwave. I was going to return the microwave to get a smaller one to fit in the microwave space.)
10/17/2013 Called Valerie again about noon, left message
10/17/2013
Ms. Lechman came to the house about 5:30m pm, measured for new cabinet, took pictures and expressed her concern about the project. She said that she was going to meet withMr. Phipps and Ms. Barber first thing in the morning to have them send someone ASAP to put in temporary sink and counter top and put stove and dishwasher in. She expressed how sorry she was and “didn’t have any idea that it was that bad”. She said that she kept hearing conflicting stories. She said that she was told that the installer was at my house and I wouldn’t let him in. I informed her that I stayed home for 2 days and they came one day and said that they could not put up cabinets because there was no drywall. I then had my contractor to come and put up drywall. Initially I spoke to Mr. Phipps and asked him if the Jose will repair walls and he said yes. When Jose returned on 10/16/2013, I was at work and no one informed me that he was coming and secondly, I said that I could not take off another day and that they would have to come on my Friday off or on Saturday. She also asked why did Jose leave the microwave and a cabinet. I informed her that his truck was full so I assume he did not have room to take the items. In an earlier conversation Ms. Lechman said that Sears does not take appliances. I informed her that
10/18/2013 I called Mozelle on Friday about 2pm to find out what time Jose would be coming on Saturday 10/19./2013. She called me back and said Jose would be at my house at 7:30am.
10/19/2013
8:40am Jose came and put the old sink and counter top in that was sitting outside in dirt for weeks. He installed the range and said someone will still need to come back to cut the pipe so the range can fit against the wall and he installed the dishwasher.
10/21/2013
I called Ms. Lechman 6pm to let her know Jose came on10/19/2013 and informed her of all he did. Asked her what are the next steps? When will someone come out to measure for counter top, drywall and patch where cabinets were removed and remove pipe for range she said that she would call me in the morning after meeting with Mr. Phipps to get confirmation
10/22/2013
I called Ms. Lechman to inquire if she spoke to Mr. Phipps and she said that she did not go to work because she was sick and she would be sure to meet with him on tomorrow and give me a call. She also stated how upset she was about the sink not being put in when he installed the cabinets and didn’t understand why a cabinet, old microwave and debris was left in my carport, because Jose was supposed to remove them and she will note that in her notes.
10/23/2013 I called Ms. Lechman, but she did not answer, but called back to say she has not talked to Mr. Phipps but she will as soon as she gets into the office and reviews her appointments. She called later and said that Mr. Phipps told her that someone will be giving me a call to schedule appointment to measure for countertop.
10/24/2013 someone from corporate called for Collette to inquire about the progress and asked if I would call her back on 10/25/2013 with an update.
10/24/2013
I called Ms. Lechman this morning to inquire for an update. No answer.
5:20pm Ms. Lechman returned my call stating she thought Mr. Phipps told her that someone will come on next Wednesday to measure or cut pipe for range, she promised to call on tomorrow after 8am and after she reviews her appointments to give me an update. I informed her that my contractor Michael Holmes patched the walls where needed so no one is needed to do that. Now someone needs to measure for counter top and fix pipe, put microwave in and complete the job we are going into Thanksgiving holiday now.
10/25/2013
Ms. Lechman called this evening to let me know that someone would be in touch by next Tuesday to set up appointment to measure for counter top.
10/29/2013
Had a message on my office phone from the countertop company. I called back and left a message.
10/29/2013
Countertop company called 10:42am and scheduled for counter top measurement. Appointment scheduledfor 10/30/2013 at 2pm
10/30/2013
The guy came on 10/30/2013 to measure for countertop.
I called Valerie to inquire about the pipe for range and the cabinet she did not answer. I called Mozelle later in the evening to inquire if she could give me an update, she said that she did not see that a cabinet had been ordered, but she said that someone should be in touch to arrange appointment for pipe removal.
10/31/2013
7:30am I called Ms. Lechman to inquire again about the pipe and the cabinet she said that she was on her way to talk to Mr. Phipps and will call me back. Ms. Lechman called me at 9:30am and said that the cabinet is on the truck for delivery next week and I should be receiving the cabinet as well as install of countertop at the same time. I again asked about the pipe she said that someone will be in touch with me to schedule appointment. I also informed her that the cabinet where the sink is pressed wood and not real wood. I asked her to please stop by so she could see what I am talking about. She said that she would come by at 5pm.
I have been trying to reach Colletta for two days and have left messages but have not had a return call.
Have not spoken to Coletta since Friday 11/1/2013
11/5/2013
Called Ms. Lechman twice, left messages, she did not return my calls. Called Mozelle, she said that she would check into the pipe being removed, when the counter top will be in, and installed and when the cabinet will be in.
JBI Air called at 12:02 to inquire exactly what was done when the plumber came to the house the first time. I informed her that he only caped off the pipe where the oven was. She said that she will get in touch with the plumber and give me a call back. I did not hear back. Mozelle called back to say the counter top and the installers are scheduled to come out on 11/11/2013.
Mozelle called and left message about 5pm and left message that someone will be in touch to schedule appointment to remove pipe.
11/7/2013
Received a call from JBI Plumbing at 7:30 am asking if I was home. Informed her that I was at work and if possible someone can come after 2:30 today or tomorrow (Friday) or Saturday or Monday at any time. She said that she would have to contact the owner and call me back. I called Mozelle at 8:32 to inquire if the cabinet had come in. She said that the cabinet was ordered on October 31. I explained to her that Ms. Lechman said she put the order in on October 17 and that the cabinet was supposed to come in the same time as the counter top. Mozelle said that she would check into this further and call me back. Left a message on Lechman cell phone with the information that Mozelle said.
No return call from Valerie or Coletta as of 8:50am
11/12/2013
The plumber came and moved the pipe. He said that he was not told to cover the whole in the floor after removing the pipe. Jose-the installer was there to supervise the installation of counter top, he called Mr. Phipps and got permission to close the whole in the floor. The counter tops were installed but they did not have a faucet for the sink. I had to purchase a faucet for the sink. Jose said that the cabinet had not come in. He said as soon as the cabinet comes in he will be back to install. I asked if he could come on a Saturday or the Friday I am off depending on when the cabinet comes in. As per Mozelle the cabinet was just ordered on Oct. 31 which is the same day Ms. Lechman came to my house for signature for cabinet, but she said that she ordered it on Oct. 17. I called and left Message for Coletta on Monday, 11/11/13 but she did not return call.