Sears Garage Doors

Great service from Adam, the technician who came to inspect and lube my garage door opener! He found that one of the springs had broken in two, gave me a no-nonsense run down of my options (including doing nothing, if that was my choice), then gave me the different prices and a thorough explanation of what was needed and why. Once I gave him the go-ahead he had the job done in under an hour! Great guy! I would recommend him (and Sears) to anyone who asked!

We were really happy with the service we received from Sears and their technician Chris. Very professional, knowledgeable, helpful and easy to talk with. Excellent all the way around.

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]

J.R. M checked out and repaired my garage door at [redacted], CA 90740 today 9/7/2016
He was polite, clean, professional, friendly, and worked in a timely manner.
He explained his recommended repairs to me so I understood what I needed.
I am very positively impressed with his workmanship.
[redacted]

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 ManagerSears Garage Doors

Chris D, member of Sears Blue Service Crew, arrived on time and proceeded to run a complete check on my Sears garage door opener. He serviced the equipment and pronounced it ready for continuing operation. He also serviced the same equipment in 2015 as well.

Sears garage door specialist Chris D. arrived promptly on time June 6, was efficient, knowledgeable, personable and an all around asset to your Sears team
(note: we have been purchasing Sears appliances for over 50 years). Chris capably installed the new motor, drive, and ancillary equipment, pleasantly explaining everything to me as he went along. When his tasks were completed, he went over every aspect of the new equipment (replacing 1980s machinery) until he was sure I understood the nuances of the newer products. His pleasant personality was a major plus, but of course his deep experience with garage door machinery provided him with a special enthusiasm and love of his work! [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 incorrect.
1. The old garage door opener worked well without an excessive noise. It was a plastic emergency lever on the chain that was broken and according to [redacted] couldn't be replaced and he recommended  to install a new garage opener.  I foolishly agreed instead of trying to order the broken part.
2. [redacted] suggested to install a 1 HP AC motor instead of replaced 1/2 HP AC Motor Garage opener.  I did'n see the reason, as almost every garage in my development (almost 200 garges) has 1/2 HP AC Motor. By the way, the allegedly  recommended
DC garage opener (in fact [redacted] recommended a 1 HP AC motor isn't more expensive) that the one installed. IT's only $155 according to the Web 
[redacted]       3. 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 balance. The 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. [redacted] never balanced them correctly and I didn't check, as it requires to disengage the chain. The 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 $89 per installed spring is definitely gouging.  A few minutes labor vannot cost $66 per spring.   The whole job of replacing the opener and the springs took [redacted] less 1.5 hours             
4. There are no complains about excessive noise or malfunctioning of the 1/2 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 chain. The old rail was about  1 m long and rigid.  [redacted] installed instead the new rail with length more than 2 m, which is assembled from four shorter pieces. It'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 1 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 $99  for parts and labor.  No new DC motor was mentioned at this time. That theory was suggested later. By the way, as a scientist and engineer I can testify that DC motor won't solve the problem. It's a too long rail that created the situation with extra noise on closing. Thetr no problems on opening the door because the rail is not strained at this moment. It's the wrong rail that [redacted] installed.
5. I refused to pay extra money, as $650 is more than enough for replacing a small garage door opener for a 1 car garage with a tilting light plywood door. 
It doesn't require a more powerful DC motor or industrial strength rail.  Those claims are false and I'm ready to provide a third party professional opinion. The rest of 199 garages in my community are a clear demonstration that 1/2 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 [redacted] 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 expense. It will hardly take more than 1/2 hr of labor. The second technician could easily fix the problem, but he choose not to do anything, and set in my parking lot for almost 3 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 [redacted], who apparently overcharged me (charged me additional $45 for mysterious bracketry, which is supplied with the new garage opener).  The normal 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.                                6. I find the performed labor highly unsatisfactory and SEARS response inadequate to my complaint.  
Regards,[redacted]

All transactions go thought the central headquarters, and as far as I can tell, that is this San Diego location as shown on the credit card statement.

Our Technician, Chris, was extremely courteous and professional. He explained what he was doing as he was doing it. He completed the 20 point inspection thoroughly and replaced Springs, Cables, Rollers, and Hinges as needed. He also explained the quality difference of what we had and what he was using to fix our garage door. He also, went above and beyond by adding a strengthening bar to the mount for the Operator (Opener) to minimize vibration. For comparison our Garage door screamed with pain when opening and closing before the Spring broke...now, after the competent and expert work that Chris performed, it opens and closes smoothly and quietly (Imagine going from a gas-powered lawnmower to a battery-operated lawnmower when mowing your lawn). Thank you Chris...I will be recommending you and Sears Garage Doors to my neighbors, friends and co-workers.