Sears Carpet & Air Duct Cleaning
Reviews and Complaints

This Company is all about Dirty Pool not playing clean! Beware of their scupolous practices. They do not follow through on what they promote and advertise, and will look for ways to make you pay more than the special price even if nothing is in the fine print to justify their new rule. What is most appauling is that they'll even go as far as to take advantage of the elderly and their caregivers.

AVOID THIS COMPANY - THEY WILL UPSELL YOU SERVICES, IN ADDITION TO THE PRICE THAT IS QUOTED YOU ON THE PHONE! Save time and headache, avoid this company for your carpet cleaning, heck, even air duct cleaning, as the price that they give you on the phone is just a baseline amount; they will charge you more once they get to your home and by that time, you might be hard to refuse due to the fact that they are already in your house (and you want the service bad).

I ordered carpet cleaning. They arrived on time, but once they did, they start telling me that for my carpet, I have to pay $200 more. Apparently, the quoted price on the phone ($190) was just a base price; the technicians will sell you more services, of which I refused. Why would I pay twice as much, when I could get my carpets cleaned for the same amount? Avoid this company I warn you all!

Sears cleaned my carpets and sprayed bleach on spots that ruined my carpet. They told me to not walk on it for a few days so I was unable to see the bleached out areas. We were going on vacation so it was two weeks before we noticed the problem. Do not let them use the spot remover!

Sears carpet cleaners cleaned 2 rooms in about 10 minutes and once the carpets almost dried, you could see the spots they missed and my carpets were not bad at all. In fact, I think their equipment got stuff on the carpets. I re-cleaned with my home machine, which I did not want to do and the water was black. They did a poor poor job. Will never use again, .

I hired Sears (Lorton, VA office) to clean the carpets in a house I was renting. They were selected because they are a national chain and my landlords are very picky about their carpets and demanded approval of the company prior to my being able to contract them. Sears was very accommodating in scheduling and answering some questions, one of which was if there were going to be extra charges for pre-treating. The scheduler said that it was a two step process where the carpet would be pre-sprayed and then steam extracted. I thought this was acceptable so I went ahead and scheduled the service.

The technicians showed up on time and walked through the house. The lead tech said that the master bedroom was a room that would need to be considered 2 "areas." I did not dispute their findings, agreeing to pay the extra $45.00. After walking through the rest of the house, the lead tech and I agreed that there would need to be a red stain removed. he explained that they could do it but that would be an extra $75.00. Again, I agreed to the fee because I knew that the landlord was very picky and would try to ding me on it. So, the original quote was $339.00 + the $45.00 and the $75.00, but when he showed me what the final charges were it was up to $1, 189.00. I of course asked him where the extra charges were coming from, he responded that it was for high-traffic area cleaning and stain protection. I mentioned that I was renting and that I did not want to pay $270.00 for stain protection. He said that he was required to do it for the warranty, but, that he liked me so he would remove the charge, but, that I could not tell anyone or he would be in trouble. He then pointed out that the other charges were non-negotiable and that he had to charge me for it. I was in a quandary because this the Friday before Memorial Day and the landlord would be in on Monday to do the close-out inspection. So, against my better judgment I agreed to pay $859.00.They started to clean the carpet which aside from regular use was in good shape.

After approximately 2 hours they finished. When they left, the carpet looked pretty good. They instructed me to close the windows and turn the air conditioning down to 65 degrees and the carpet would be dry in four hours. I did as instructed, although it did seem odd. I left for the day and came back the next afternoon to find large areas of browning everywhere they sprayed the high traffic treatment. I was horrified, knowing that the landlord was going to freak out. I tried calling Sears and spoke to the scheduler, he said he would take my info and have quality control get back to me at 7:30 a.m. on Monday.

This where it gets ugly!

I did not hear from the for three days, only hearing back after repeated calls. At first, they said they were going to send out Quality Control, but then said that they would send a technician out to try to re-clean the carpets. One week after the initial cleaning they sent out the new cleaning team. They tried to clean the carpets, concentrating on the brown areas. The tech tried very hard really working on those areas. After he left, the carpet again looked pretty good. But, after a day, the carpet began to show signs of rippling and still had light brown staining everywhere the 2nd attempt to clean had been concentrated. The landlord called to say that Sears had now damaged the carpet and that I needed to see it. So I called Sears again to have them look at it. Four days later they sent out Quality Control to have a look. He agreed that the carpet was damaged but, he thought he could get it looking good and once that was done, would have a contractor look at it to see if the damaged areas could be repaired. This was now two weeks after the initial cleaning. The next week, Sears contacted me to schedule the QC tech to out to personally clean the carpet. When the tech showed, it was not QC but another team to try and clean it again. The team lead looked at the carpet and said he did not want to attempt to clean it for fear of damaging it worse. He went back to his office and told them his findings. I called to find out how the problems were going to be addressed, being told that they were being looked into. At that point I stopped payment on the check I had written, explaining that when they resolved the issues I would remit payment.

I received an e-mail a few days later (we are now 3 1/2 weeks pat the original cleaning date) saying tha they would have to take pictures of the damage and would need to send someone out. They sent the original QC person to take pictures (even though he took them originally). He was surprised that the problem had not been resolved yet and he would have it taken care of as soon as he returned to the office. It was another few days before I heard from Sears. One of their supervisors called to apologize for how long this had taken and promised to have it resolved immediately and should have been resolved in one day. She held to her word (we are now in the 4th week) and sent another Supervisor out to ### and correct the cleaning issues. He worked very hard to get the carpets clean, explaing that the staining was caused by a pH problem. He then said he would have a carpet contractor out to repair the damaged areas. This was nearly 5 weeks after the initial cleaning.

I received a phone call from the first supervisor stating that since the carpets were cleaned to an acceptable level, I needed to remit payment before they would continue to try to rectify the problems. I made payment because my landlord would not return my deposit until Sears corrected the issues. I explained to Sears that I was hesitant to make full payment because I would lose leverage on getting them to complete the repairs. They said they would not act further until my account was paid in fill and that they would send me to collections if I did not pay. After making payment the Supervisor said ahe would get back to me to schedule the carpet contractor. That was a week ago, we are now in our sixth week trying to resolve the problem.

I received a message from the supervisor today, stating that since the original cleaning team had checked a box that said there was rippling in the house, that they would not take responsibility for any damage to the carpets. I explained that there was no rippling, that when the last cleaning team came out, one of the techs happened to be on the original team and said that the rippling was not there. That the landlords had seen the carpet after the first team had left and there was no rippling. I went on to explain that I had photos of the carpet after the first team left and the staining occurred and there was no rippling. The rippling occurred after the second team tried to clean the carpet a week later. She explained that since that box was checked, Sears had no liability in this case. I asked if that gives a license for Sears to damage customer's carpets and not be liable for the damage. She said that they were a reputable company and that they would never do anything like that. I pointed out that we were 6 weeks into this process and that if they were truly a reputable company this would have been resolved immediately and I would not be in the position to lose my $2, 400.00 security deposit because of their incompetence.

Below is the e-mail I sent to Sears that goes through the "service" I had from them.

To Whom It May Concern,

Let me just say, the customer service I got from your company was HORRIBLE! I work in customer service, so I try to be understanding. We booked an appointment on Wednesday night (6/15) online. I got a phone call Thursday morning confirming the appointment and telling me I would get a phone call 30 mins prior to them showing up to let me know they were on the way and that they would be there between 8am and 10 am. I then got a phone call on Saturday afternoon while I work saying that I had to call again to confirm the appointment. I called back on my break and asked why I had to confirm my appointment again. I was told it was SOP and that they would be at my home by 12pm and I would still get the phone call 30 mins prior. So the appointment window was changed, at this point; not a problem. Sunday morning I get up early and move all the "extra's" out of the way. At noon, I still had not heard from your company. I call in and I am told that the rep who picked up the phone would call the tech and call me back to let me know when they would be at the house. 45 mins later, I still have not heard back. At this point I am very frustrated. I work Monday - Saturday, 9am to 7 pm, and Sunday is my only day off. I call again and ask for a manager. I am told that a manager is not there. I ask for a floor lead. I am told they are not available, that I will get a phone call within the hour. Please keep in mind at this point it is 1pm, they are an hour late and I have not gotten 1 phone call from anyone at your company. An hour passes, still no phone call. Not from a lead, not from a tech saying they are on the way, or another rep letting me know they are running late. At 2 I call back and ask to speak with a manager/lead. The girl who picks up the phone tells me she is the lead, whether or not that is true..I don't know. Regardless, I tell her the history of phone calls, she apologizes and calls the techs. She learns they are running late, but calls me back and tells me they will be there by 3. 15 mins later she calls and tells me they are on the way. They arrive at 3. Now the job they did was ok. I noticed that they didn't do some of the things they should have based on the survey I am filling out and my only real complaint about the job they did is that they didn't move furniture. (couch, love seat, etc)
Honestly, you would think that it would end there. I waited 7 hours for a tech to show up on my only day off, with no phone from your company until I had made several to you. It doesn't.
After the tech finished, I got a courtesy call asking how satisfied I was. I go through the days events. I told him I was satisfied with the job the tech's did, before I knew they hadn't done everything, that was my fault. However, I told him I was completely unsatisfied with the customer service. He tells me 1, he is going to e-mail me his name. I never got an e-mail. Secondly, he tells me that he is going to have an actually manager call me. I let him know what my hours are and that I would like the call by 9 am. The manager is suppose to work from 6am to 4pm. Since I work from 9-7 I got up an hour early this morning to make sure I was up to take the call. Guess What? No phone call.
So I spent 7 hours waiting yesterday, my only day off. I spent 3 hours waiting this morning.
I AM NEVER USING YOUR SERVICE AGAIN!

We have used Stanley Steamer forever. They have always been on time except for once. I got a phone call 2 hours before they were suppose to be at my home letting me know they overbooked and told me what time they would be getting there. Not only that, but they gave me a very nice discount that I didn’t even ask for. They always do a fantastic job. They move all furniture that is not to heavy for the 2 techs to move. The only reason we had gone with you this time is because Stanley is not open on Sundays and no one else was available to be at the house on Saturday. We had actually thought about switching since you are cheaper than they are. We get our carpets cleaned about every 2 months as we have pets that are older and have accidents occasionally. Not only will we never use you again, but I will not recommend you, that should be obvious.

Working in a customer service position, I expect 100 times better. I can’t even begin to tell you how frustrated and angry I am.

Well I really dont know where to start, as this morning I had a appt. with Sears to have my carpets cleaned. The technician that arrived at my home was so rude and arrogant that I actually was making a call to Sears Customer Service as he was here in my home. I understand the upselling and all but this had nothing to do with my paying him. His attitude was pompous and extremely displeasing. I mentioned to him that I was calling customer service as he was here and to complain that I was not happy at all with his horrific people skills and he went on to tell me that he has been working for Sears for over 25 years. Nevertheless his condesending way was such a turn off to me in my home I felt like I was in a nightmare. Needless to say when I had mentioned that I was calling customer service on him instead of toning down without his beligerent ways, he simply walked out and said I do not want to do this job! I did get another carpet service to come over today, as Sears Customer Service said they would have someone here this afternoon. I am still shocked of all this and the other carpet company is $30.00 less, as mentioned it was not the money it was this experienced carpet cleaner with a very very bad attitude!

After I moved all of my furniture and vacuumed every inch of the apartment, the Sears carpet cleaners showed up at my door without a portable water supply, so I was unable to get my carpeting cleaned that day. They offered me a whole 10% off to schedule with them again. Instead, I scheduled an appointment for the next week with another service... and saved myself $40.

In November 2011, I received cleaning services for my carpet and upholstery that were substandard. I called in to Sears Home Services one day after cleaning and left message re: stains and dinginess of carpet and upholstery remaining after cleaning was done. I also complained about the technician and his rudeness; I was overcharged(for haitian cotten upoholstery; i have polyester upholstery). I spoke with customer complaint representatives as well as National cusumer complaint. I was given the run-a-round for several months and finally told that they would not return my money, because the services were done. I sent certified letter with estimates from other carpet specialist which was suggested by customer complaint representative. They later stated that I could not receive refund, because the services were rendered. I have experienced emotional as well as financial abuse from Sears and would like justice to be serviced. I am requesting the amount refund in the amount of $218.00 as this is what was paid for the services.

Watch out for unathorized pressure-tactic up-selling on carpet cleaning services:
I arranged for carpet cleaning of my home over the phone with Sears Carpet Cleaning Edmonton while I was away on business, providing my credit card number for the arranged value of $115 to cover four rooms in my house. I left my cell number, and the number of my tenant, whom they needed to contact to gain access to the house.
Once inside, the technician convinced my tenant that our carpets needed a host of extra services to get the carpet perfectly clean, and scotchguarding for future issues, etc. NONE of which are needed because I already have a deposit down on new carpeting.
My younger, impressionable tenant naively believed the techdnician's up-selling pitch and said yes, we should do the services, without having my authorization for the services to my house. Only AFTER the extra services - totalling almost $400 - were complete did the technician leave an actual message on my cell phone to tell me the final tally.
I called back and told the technicians I refused to accept the charges for the extra unnecessary and unathorized services, so he told the tenant that SHE is responsible to pay for the extras. She is young, not assertive, and felt horrible about the situation. He put her in an extremely awkward and difficult position. She ended up paying him nearly $400.
When I called a couple days later to discuss with the technician's manager, the manager was unapologetic -RUDE, in fact - and did not see any issue with having unauthorized work done because they charged the person - a mere tenant - who had been talked into the service and not my credit card. He refused to send me any policies in writing that outlined how they obtain authorization, and refused to see how the person who ORDERED the service - ME, the home owner - is the only one who is able to authorize work to my home.
Only upon further hostile discussions did this manager reveal that
during the service call, the technician himself had even called his boss - this same manager - about the fact he hadn't gotten my authorization. So, obviously even the technician recognized he should not proceed without MY say-so. This manager said to proceed on the tenant's word and charge the tenant if I refused.

This is unacceptable that I can personally call and order a service from a reputable company, that MY NAME, NUMBER and CREDIT CARD are on the order form, and yet the technician proceeds with the upcharged servicing. If they don't have authority from the home-owner to do the service, they should not proceed.
It would be like taking my car in for an oil change and the service station getting my co-worker to authorize replacing the thermostat and brakes because I didn't pick up my phone.
This is unacceptable behaviour as a business, and should prompt the organization to re-examine its policy on services and authorization.
I will NEVER be using these people again. And I will take great pains to ensure others I encouter hear of their bad business practices.

I am extremely unhappy with Sears Carpet cleaning and their bait and switch tactics! We recently hired Sears in Alexandria, Virginia, to clean my 1 bedroom condo for $164, which seemed like a fair price. The cleaners briefly inspected the condo and said that it would require a deep soil treatment for $150. I authorized the cleaning believing that they would have to do a great deal of additional work, and also trusting Sear's good name. Well, they finished in 45 minutes! At that point, it was apparent that I had been subjected to a bait and switch scam. The company charged us $314 for 45 minutes worth of carpet cleaning work, which is excessive by any objective standars. I called the company many times, they refused to reduce the price by even $1. I left three messages for the manager, Bruno, who never returned my call. I am very unhappy with this service and with Sears, in my opinion I have been the subjected to a bait and switch scam.

Syracuse NY Sears Carpet & Upholstery Cleaning. I would NOT recommend this service to anyone. Just off the bat let me say that I scheduled 2 carpets, stairs, a hallway, a sofa, 2 oversized recliners and 2 regular recliners. Plus the stain protectant and the deodorizer in one room. Thats ALOT. We have a Bissell Steam cleaner but I really wanted everything done PROFESSIONALLY. Well they were absolutely amazing because they were able to clean ALL that in LESS THAN ONE HOUR!I can't even vacuum my house thoroughly in less than one hour. So that should have been my first clue. When I came home from work to pay them the first thing I noticed was a spot on the carpet (that I didn't see before). The guy quickly got a brush and cleaned it up. There was no fresh clean smell when I walked in. They said they don't use perfumy stuff which seemed to make sense that cleaning doesn't necessarily mean you have to smell the product. Then I checked out one of the chairs that I had struggled with for cat hair. lets just say, we could make a new cat with the hair still on the chair. The guy took out a basic hair removal brush and made an attempt to clean it but it was to no avail. The furniture and carpets were SOAKED! They said that was normal. I was so taken aback by the whole situation I just signed the paperwork and paid them. I immediately called the service in Syracuse and told the guy that answered that I was not a satisifed customer. I explained everything to him and he was very nice and concerned especially about the time it took to clean. he said he would speak to the technicians that were there and call me as soon as he spoke to them probably right at 5 pm when they returned. Needless to say, he NEVER called. The carpets took days to dry. We went on vacation a few days later and I just chalked the experience up to live and learn. Then when we came home from vacation, we came in the house after it had been closed up for so long and it smelled like Wet Dog. We just figured it was from the house being closed up so we openedd windows, etc. it seemed fine but every time we walked in the house for the next few days I smelled the same thing. Finally I got down on my knees and smelled the Carpet and that was the smell. it was awful it was like they cleaned the carpet with dirty water. We were so disgusted that at 9:00 that night my husband pulled out our very own Bissell steam cleaner, we filled it with Lysol disinfectant citrus and he spent 2 hours on ONE carpet. It was dry by the next morning and the house does not smell anymore. I DO NOT recommend SEARS Syracuse NY for carpet and upholstery cleaning.

I needed my carpets cleaned and rather than go to a small cleaning company, I wanted to use a professional big name corporate company.What a mistake that was! I had an appointment scheduled with Sears Carpet Cleaning and they called me to let me know that a truck had broken down and they had to re schedule my appointment. I was not happy about that because I had a showing scheduled that evening, but it was only the next day so it i could live with that. They were suppose to be there between 9-10am on 4/9/10 but the driver who called me several times seemed To STONED Comprehend anything or to find where the house was with the simplest directions I gave him. So I talked to him 4 times over the course of 90 minutes and every time I thought he was in and started, He would call me 20 minutes later asking some dumb question. The last call was to say the door was locked, and I told him turn the handle and Of Course it opened right away. Duhhh, Put The Pipe Down Man! That was at 11:15am . So I'm under the impressing that he would be starting very soon and I have a showing scheduled for 12:45. I then I called an house later to see how it was coming along and he decided the carpets were to dirty to "CLEAN QUICKLY" and JUST Left without calling me or saying a word. I Originally told The representative who made my appointment that I would not be home, door would be open, I would pay via credit card before hand, and that the carpets were very dirty and I could not vacuum them, an if there would be an extra charge for that, then i would pay, just let me know how much! Rep said they would vacuum for No extra charge. So the Carpet guy was in the house at 11:15am and at 12:45 I get a call from the representative telling me the guy left and they didn't do anything at all. When you provide any service there may be extra fee's if something is dirtier or more work than expected and I was and am willing to always pay for a good job, but to just leave and not even talk to your client is ABSOLUTELY UNACCEPTABLE AND VERY POOR CUSTOMER SERVICE. The rep on the phone tried to give me a lesson in carpet cleaning about their responsibilities and I told her, bottom line you provide a service and there is a price associated with that service, so it all comes down to money and I should have been charged extra and the job should have got done! Am I right or wrong? So i had to show the house with dirty carpets as to not have to AGAIN re schedule my showing and I was completely embarrassed that the carpets were not cleaned cause I choose a big name company who just doesn't care about being professional, and think they can stay in business just because of there name and advertising.

Scott Medeiros

I wasn't home when they did the carpet cleaning. My roommate was. My carpets were worst than before they came. It took him 10 min to do the entire house. So basically he just wet my carpets. When they sent someone out to re-do the carpet; it was the same guy. So of course he was a real jerk because he had to come back. He started an argument with me in my own home, yelled at me and then tried to charge me cash on the side to fix his shabby work. Little did he know I was on the phone with his office when he was proposing that. Needless to say the guy was kicked out of my house. Sears agreed to refund me my money. But I haven't seen not one penny. It has been six weeks now. Everytime I try to call the office no one will help me. No one returns my call. I have to go to small claims court to get my money back. WHAT A NIGHTMARE. STAY AWAY FROM THIS COMPANY, FAR FAR AWAY!

DO NOT WAIST YOUR MONEY ! THEY HAVE NO CLUE HOW TO CLEAN CARPET - THEY WILL DAMAGE YOUR HOUSE AND CLAIM ""PREEXISTING CONDITIONS'' AND LIVE YOU WITH THOUSANDS OF DOLLARS IN DAMAGES! WORST COSTUMER SEVICE !
STAY FAAAAAAAAAR AWAY FROM SEARSCARPET AND UPHOSTERY CARE, BECOUSE THEY DON'T CARE !

i registered a complaint against the anahiem Sear carpet cleaning service earlier today and tonight an Anthony Mayo called. said he was the general manager and he was equally rude in terminating my right to have my capets cleaned by Sears because i called to reschedule 3 times ahead of time. . i have never been spoken that way or treated like that as a customer. i hope that you recorded the conversation and will listen to whats going on within your company
thank you Dave and Judy Gubser

i wanted by carpets cleaned by sears as i had before. i had to reschedule 3 times because i was helping to move my mother in law into a home and because of packing, family company and emotional termoil i had to change my dates. the lady that terminated me was from the anihiem store and her name was Toni. something. She was extrememly rude, talked over me and acted as if i had commited a crime by rescheduling. she said they were refusing me service. She was way out of line. i am 65 years old and have never been spoken to that way. i have never had any thing like this happen before and i am totally turned off by Sears service.
I have mentioned it to others and they cant believe this happened.. I was also told they didnt even have a job that day but still were refusing me service. we had the house all ready with breakable put away and all. pleas se make sure this gets to someone who can do something about it.
sincerely judy gubser

I originally went with Sears since they had the best prices, but in this case you really get what you pay for. I had both a duct and a carpet cleaning. The duct cleaning as far as I can tell went satisfactory, except for the fact that the technician knocked over a can of paint on our carpet. We had just moved in and had some paint cans around and rather than ask us to move anything out of the way they just came in and apparently they need cords that go out to their van and as they were pulling those around they caught a can and knocked it over. However, since nobody actually saw him do it he said he didn't do it. Of course in his attempt to pass the buck he forgot to move all of his wires from around the paint can so it was pretty obvious where the fault lay.

The carpet cleaning 2 days later didn't pull up hardly any of the paint that we weren't able to get up ourselves amongst other stains throughout the carpet. However since I’m not a carpet cleaning expert I can't say whether this a fault on their end or the types of stains there were in the carpet to begin with.

I called the next day to complain about the service and ask what they could do about it; they proceeded to tell me that since the technician denied any fault, that it was not their responsibility. After running me around for a few days they finally came back and said they would not do anything to rectify the situation, and to top it off, the manager at the Grand Rapids, Michigan location hung up on me. She said the only thing she would do would be to ask the technician who came out to clean the carpets if they might be able to get more paint up if they came out again. Although to be fair I was being fairly persistent in following up on this info and she was probably tired of hearing from me.

We needed an empty 2 bedroom house carpet cleaning - due to the advertised "special" price we went with Sears. The technition, who was polite, walked around the house and immediately told me that the three "high traffic" areas would need special treatment, at $25 each, to remove the darker traffic dirt. I refused, saying that the carpet had normal wear, and that if they couldn't clean it, to leave. He said he would do his best, and I came back after 20 minutes, after he did one room, and the traffic area was noticeably darker than the rest of the carpet. At that point, I was trapped - we were selling the house, and I did not have the time to bring in an honest company to replace Sears, so I told him to use the "special treatment", which had now been lowered to $50 for the three areas, and he sprayed a cleaner on the areas, which lightened them considerably. Sorry Sears, but you really blew it, as I will never use one of your franchise services again.