Sears Garage Doors

Chris from Sears was prompt, courteous and very knowledgeable on our problem
His work was fast and efficient with a most pleasant positive attitude

My garage door springs gave up the ghost, leaving me unable to get my car out(Being years old and living on my own, I needed some help!) Sears repair service came out and diagnosed the problem (actually it was becoming dangerous for me, they pointed out)They came back again with the parts needed, and now I am back in businessWhat I really want to mention, though, is the SERVICE Both Chris D and J.RMwere courteous, very professional, friendly, came on time and finished on timeThe door works better than it ever has, and I feel safer for itOn top of that, Chris noticed the garage door opener button panel was loose and dangling; he took the initiative to install it properly, no charge to meI highly recommend Sears Garage Door technicians

Chris D did a great job Efficient, knowledgeable, and took the time go over the overall condition of the door and provide instruction on using the controls and the outdoor keypad

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The facts presented in the response are not correct, they are totally incorrectThe old garage door opener worked well without an excessive noiseIt was a plastic emergency lever on the chain that was broken and according to *** couldn't be replaced and he recommended to install a new garage opener I foolishly agreed instead of trying to order the broken part*** suggested to install a HP AC motor instead of replaced 1/HP AC Motor Garage opener I did'n see the reason, as almost every garage in my development (almost garges) has 1/HP AC MotorBy the way, the allegedly recommendedDC garage opener (in fact *** recommended a HP AC motor isn't more expensive) that the one installedIT's only $according to the Web *** The springs were totally OK (they were replaced relatively recently, were not weak or rusty)Newly installed springs were identical and were not tuned to keep the door in balanceThe balance was restored by the second technician, and it took him only few minutes, bu just shortening the chain link on one end of the spring*** never balanced them correctly and I didn't check, as it requires to disengage the chainThe old springs could be balanced the very same way Springs don't get weak themselves, only when the garage door is kept open for an extended period of time, which never happened to my garage door springs The cost of one spring is $23, so charging $per installed spring is definitely gouging A few minutes labor vannot cost $per spring The whole job of replacing the opener and the springs took *** less hours
There are no complains about excessive noise or malfunctioning of the 1/HP AC garage door opener It's my neighbor that complains about the loud flapping noise produced by the door only, when the door is being closed According to second technician, who inspected the garage opener the th door flaps few times and noise is being produced due to the newly installed rail for the chainThe old rail was about m long and rigid *** installed instead the new rail with length more than m, which is assembled from four shorter piecesIt's not rigid, bends, when the door is closing and causes that flapping noise of the door, when bending and restoring the shape Second technician diagnosed the cause correctly, was already ready to fix the problem by restoring the rail length to the old m (having only two pieces) and extending the arm that turns the door Then he checked his portable computer, called the office, and told me that I have to pay additional $ for parts and labor No new DC motor was mentioned at this timeThat theory was suggested laterBy the way, as a scientist and engineer I can testify that DC motor won't solve the problemIt's a too long rail that created the situation with extra noise on closingThetr no problems on opening the door because the rail is not strained at this momentIt's the wrong rail that *** installedI refused to pay extra money, as $is more than enough for replacing a small garage door opener for a car garage with a tilting light plywood door. It doesn't require a more powerful DC motor or industrial strength rail Those claims are and I'm ready to provide a third party professional opinionThe rest of garages in my community are a clear demonstration that 1/HP AC garage opener can work reliably and quietly with a proper and standard shorter chain rail When replacing the old and working garage opener *** made a mistake and used the wrong rail length and door arm, which are supplied by the garage opener manufacturer and could be adjusted to the proper length. I believe that that mistake could be and should be fixed without ordering new parts by just changing the length of the rail and arm at the SEARS expenseIt will hardly take more than 1/hr of laborThe second technician could easily fix the problem, but he choose not to do anything, and set in my parking lot for almost hrs writing reports, invoices and communication with the office He also tries to claim that I locked him out of the garage by closing the garage door Not true, I closed the door of my garage, when he refused to do any work on the door, until additional payment will be produced.All in all SEARS garage doors tries to protect their professional image, defends the action of the first technician ***, who apparently overcharged me (charged me additional $for mysterious bracketry, which is supplied with the new garage opener) The installation cost of a brand new garage opener in a one car garage according to the internet estimates should be within $400, including the hardware I find the performed labor highly unsatisfactory and SEARS response inadequate to my complaint
Regards,*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Chris D arrived as scheduled and went to work refurbishing a 40-year old sears opener and door Work was done expediently and the result was a quiet, efficient door opening and closing Many thanks
*** ***

Punctual and helpful.

No recurring issues.

I widely recommend Chris D, he looks really knowledgeable and professional, he knows what he is doing, He replaced some parts and He tuned up my garage door.

Today our garage door repairs were completed by technician [redacted] from the Sears Blue Service Crew of San Diego. During his past two service appointments his interactions with us have been positive, helpful and professional. [redacted] is knowledgeable and his skills of installing our garage panel, reviewing the technical aspects of the garage door and explaining the best way to care for our garage door were excellent. Great experience with [redacted] and Sears Blue Service Crew.

Dear Dr. [redacted],
 
Thank you for taking the time to talk to me this week.  I’m glad that we were able to come up with a resolution that you are happy with.  I am very sorry for the less than perfect experience you have had with our company thus far.  As I mentioned to you on the phone, at Sears Garage Doors we don’t mess up that often but when we do we own it and make it right.  We didn’t do that out of the gate and we are sorry for not resolving this quicker. 
 
Charles R. Swindoll once said “Life is 10% of what happens to you and 90% how you react to it.”  I believe the [redacted]e can be said about business.  A mistake was made which has created a challenge, but how we respond to the challenge is what makes the difference between a good company and a great company.  We want to be a great company.  Even though we didn’t get it right the first time, I hope you can see past that and measure us on the total customer experience.  I hope that we haven’t lost you as a future customer and I also hope that you see that we genuinely care about our customers and will do the right thing when faced with a customer disagreement.
 
Here is our resolution recap; we are going to come back to your property at a time that is convenient for you and remove the three-piece rail and replace it with a one-piece rail.  We will be doing this at no cost to you.  I emailed the office yesterday to call you to schedule an appointment.  Hopefully, they will get that done soon.  You told me once the work is completed you will reach out to the Revdex.com and let them know that we have fixed everything and made it right.  You also said that if we do a great job and follow through on our promise to correct the problem in a timely manner that we still have the opportunity to earn a good review from you.  I appreciate that.
 
Sincerely,
 
 
[redacted]
Marketing Manager
Sears Garage Doors

This is not my customer. I am in San Diego however, he bought a door from the franchise in Austin Texas. I spoke with Sears corporate and they said...

they had spoken with him yesterday and all his issues were being resolved. If you have any questions for the resolution department of Sears Franchise please call [redacted] at [redacted]  
Please remove this complaint.
Thank you
[redacted]

Chris D arrived promptly to service my non-functioning garage door opener. He not only repaired the electronics, he also as a courtesy adjusted the door springs and door rollers, as well as cleaned and lubricated the unit's screw drive.
He was polite, thoughtful, knowledgeable and efficient. With his 19 years of experience and his superb attitude, he is a credit to Sears.

To whom it may concern: I am writing this email to inform you that the matter regarding my complaint ID [redacted] was resolved.I received a refund from Sears Company in the amount of  $1254.62. I want to express my sincere appreciation for your work and assistance. Sincerely,[redacted]...

[redacted]

Initial Business Response /* (1000, 5, 2016/03/08) */
In response to the above customer's complaint I would first like to apologize for the treatment that Ms. [redacted] received from that local office. That matter will be handled internally by our Operations Team.
As to the Breakdown of the charges...

they are as follows according to Sears breakout:
$159.08 Opener
$13.09 Tax
$39.99 Delivery Fee
$75.00 Service Ticket
$130.00 Installation Fee
$10.00 Haul Off Fee
$24.00 Extra Labor (this was for sensors that were first installed).
Total: $451.16
The local office's pricing in this matter:
$345.00 Opener (includes install)
$75.00 Service Ticket
$15.00 Extra Labor for the sensors that were first installed to try and resolve the issue where customer's dog chewed thru the sensor wires.
Total: $435.00
The customer's original opener was at least 20 years old according to our system and it was Ms. [redacted]'s choice to replace rather than keep calling for service and replacing parts over several visits.
Again, I sincerely apologize for the poor experience she received but after reviewing all details in this case, the price customer was charged has been found to be correct.
[redacted]
National Customer Service Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response given by the local agent for several reasons. First, had this itemization been stated and presented on an invoice to begin with I would have declined the work. Secondly, some of these charges are made up after the fact and never quoted. This is the first I have heard of them. Example: Delivery fee, haul off fee, installation fee. These padded fees are outlandish. Thirdly, the reason I had the new opener installed was not because I didn't want them to keep coming back to replace parts. It was because the opener didn't work after the techs replaced sensors. Recall in my first letter I commented that the techs were attempting to leave when I flagged them back because it still didn't work.
The charges that I do accept and feel are fair are the following: Opener, tax, service ticket and sensor fee. All other fees were never quoted and frankly I feel falsely added to justify rate hike.
BTW never mentioned before but stated by the tech also was "we'll give you $60.00 off. All talk. Nothing documented. Where is that deduction reflected? Nowhere. Very dishonest! Quite disingenuous to add a delivery fee and not quote. Plus an installation fee to slide one opener off a rack and another onto the rack and plug in for $130 and not reflect that on the invoice.
I have already paid the full amount of $435. I pay my bills in full even if disputed. I did not want to be held to interest charges. However, I believe it would show that Sears has an honest and sincere care about "smiles guaranteed" by refunding 163.83 that I was overcharged. Thank you [redacted]
Final Consumer Response /* (4200, 11, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The organization should know the name of the individual they sent out here. The refusal to resolve this bill is beyond disgusting! I highly doubt the rep. [redacted] was reprimanded for her outrageous behavior as well! Suffice it to say I will NO longer be purchasing items from Sears or any affiliate! Nor will any of the countless friends and family members I speak to purchase from Sears. No accountability!
Final Business Response /* (4000, 9, 2016/03/16) */
After speaking again to the local office, their original statement stands. They feel that no compensation is warranted in this situation. If Ms. [redacted] can give the name and phone number of who offered her the alleged $60.00 and we can verify that conversation, we would be willing to honor it at that time upon receipt of an Acceptance Release. But until then, we deny any compensation in this matter.

I had a Sears Garage Door installed 10 years ago with no problems.A few days ago the coupling on the screw drive broke: I called Sears Garage Solutions and spoke to [redacted] who arrainged an appointment for me that was convienent for me.The tech arrived as promissed and made the repair and made sure the door was operating properly befor he left.

Chris Dollar from Sears did an excellent job. He was professional but still friendly, personable, and fast. Chris also explained the garage door system fully and pointed out areas where I might consider additional work but clearly stating that these were suggestions; no "hard-sell" tactics. I would use Sears garage door installation again and recommend it to friends.

JR was on time, accomplished the work quickly and to my satisfaction. He was easy to work with and kept me informed as he did the work.

Chris came out on short notice, assessed the situation, showed me my options, recommended the best ones, and did the repair on my garage door timely, expertly and at a fair price. I would highly recommend Sears garage door services for your garage door. I was very pleased.

Chris, our garage technician, was courteous and professional. He was on time, fixed the problem, and tuned up the door quickly. It was easy to get an appointment and the Groupon coupon made it a really good deal.

To whom it May Concern,
First of all, I am hopeful this complaint can be resolved. Sears Garage Doors strives for happy and satisfied customers. I have read the complaint and have spoke to both of my technicians that came out to the customers house. I am under the impression that...

maybe the customer is misinformed so I would like to clear a few things up. Mr. [redacted] is making a claim for excessive noise of the garage door opener and claiming our technician [redacted] sold him parts he did not need. [redacted] recently tranferred to Sears Garage Doors in Sacramento. I called [redacted] and he remembers Mr. [redacted] very well. At the time of the visit [redacted] found an older garage door opener that needed a replacement motor. [redacted] reccomenned a DC motor that pairs better with the older tiltup style door. However it was not in the budget and the customer chose the less expensive 1/2 chain drive that [redacted] had on his truck which our technician did not reccomend. The garage door itself also needed repairs. The springs were weak from age and needed to be replaced. If the springs can no longer hold the door up and balanced on it's own, then they will cause extra strain on the opener, which in return will prematurely cause the new opener to fail. Mr. [redacted] claims the cost of the garage door opener [redacted] sold him was unreasonably priced. First of all, we are not Sears.com We are Sears Garage Doors. We are a franchise of Sears independently owned and operated.  The total of $401.28 installed is a common price that we sell this opener for on a daily basis to many of our customers who are satisfied with both the price and the product. This model is the premium 1/2 hp chain drive with 2- remotes and a wireless keypad. Not that it is relevant, but, Sears does sell a much cheaper made unit than the one we installed. It is also not as quiet as the unit [redacted] installed nor does the cheaper unit include installation price or quality of the unit we installed. Your garage door operator bracketry for hanging the garage door opener needed a special install. The ceilings are very tall in this complex and needed [redacted] to run a different bracketry system to accommodate the install. As far as the garage door springs go: Sears.com nor Sears stores sells springs. However they do offer for third party vendors to sell their products on Sears.com. a similiar style like [redacted]. It's the style and [redacted]e sort of format. The full job was complete to the customer's satisfaction. The work order is signed by the customer agreeing to all the work performed. Certificate of Completion was signed by the customer stating he was satisfied with all work performed. (Please see attached documents) The neighbor is complaining six months later of Mr. [redacted]'s garage door opener being to loud. I would be more than happy to send a tech back out to try to resolve the issue. However, it is 6 months later and the garage door opener is not defective. We can reach out to Mr. [redacted] to discuss the options to make the door operation quietier. However, there will be an additional charge.
Regards,
[redacted]
Sears Garage Doors