Sears Carpet & Air Duct Cleaning
Reviews and Complaints

I am just writing in order to save anyone who is thinking about having their carpets cleaned or ordering appliances the trouble of dealing with not one but TWO incompetant companies. To make a long story short... I had just bought a house whos carpets were approx 2 years old. Because of the heavy traffic in the downstairs prior to us owning it, we decided to clean the rugs...they were in good shape just dirty and in need of a deep cleaning.
Now my sister owns a cleaning company in which she would of done it for me, had she not been out of state and we needed them cleaned right away so we can move in the next day. I had received a flyer from Sears and decided to call them and schedule an apt to have it done. During the phone conversation I was told that I would not need to be there that they could do the job and lock up after they were done. This was against my better judgment however I work two jobs and my boyfriend works shift work and neither of us could stay for the entire job.
That day Sears sent three men in their late 20's out for the job. They showed up at my house last minute and I had to leave work to let them in. I had asked them if I should vacumm the carpets prior to the cleaning and I was told that they do it and it's part of the service so not to worry about doin it. At this point I thanked them, asked them to lock up and left. After work I arrived home excited to see the carpets clean, to my shock they were nastier than they were before the cleaning! I couldn't believe my eyes! I understand that major stains/paint would not come out...but I'm talking they looked worse and smelt to high heaven! My sister showed up the next night and checked it out for herself. She was in shocked over it as well, especially because she had seen the rug prior to the cleaning, was used to performing the service and knows what to expect. She told me that they might have gone over the rug with the machine but they obviously did it sloppily due to the lines the machine left and she advised me that there was NO WAY that used any kind of cleaning solution... they were still greasy and stunk.
I called sears the next day. Spoke to the man in charge of the carpet cleaning dept in Jersey which had done ( or attemped to do) the service. I was given a hard time about them having to come back, and he tried to tell me that his workers who had done the job documented the rugs as being 10-15 years old! haha...So I tried to correct him telling him they were only 2 years old and that I had the paper work to prove it. He basicly in so many words told me it didn't matter what I had that he trusts his men and not what I was telling him. We both had an atitude at that point with eachother but he gave me an apt anyway. He spoke to me very unproffesionally. the next day the guys showed up...again late. I was very sincere and told them that perhaps the machine malfunctioned and the soap didn't work or something...they just stared and made their way into the house disreguarding the fact that I had even said anything to them. They were rough in doing the set up, banging my front door around throwing their equiptment ect.
After setting up they asked my in an annoyed tone " well mam what area did you want done over?" I ALMOST DIED! what area?! I thought to myself "the whole damn thing"! I bit my tongue and kindly tried to explain that it wasn't just an area but the entire carpet. They looked at me as if I had three heads. They then called their boss and in the middle of speaking to him handed me the phone! I got on the service guy's cell phone and was greeted with such disrespect I was in disbelief! He bascally told me that they were not doing it over and that I was crazy and being ridiculous! He actually said that! I tried my best to keep a leveled tone and make some sense of the coversation and redirect it and there was no use he degraded me and hung up!
Now, I am not a loud person. I never complain...ever. This was an honest problem that I figured a company that supposently stands behind there services and products would solve. The service men lefted huffing and puffing and on their way out scratched up my entire living room wall that I had just painted!
Unbelievably upset I called and called and called for days straight until I was actually connected to a representative that directed me to a lady that worked for their customer relations dept. Her name is Tina Corn. After calling like 20 times I had finally reached her explained my story and she told me she would look into the situation. It took about 15 telephone conversations after that in which after getting to the point of arguing with her as well I FINALLY got some where. She told me that she would be sending paper work out for me to fill out and that as soon as I sent it back and they receive it I was be reinburst. Well...I received the paperwork, immediately filled it out, sent it certified and it's now been approx a week since I sent it. I tried calling today and I had gotten in touch with another rep who assured me that I would be called back within 5 minutes to settle this situation and guess what? It's been two hours...no call...and I still have not received my reinburstment for a job which was never properly done which I spend $218.00 for.
Secondly, during the same week I had ordered a wash machine from Best Buy. Everything was great the rep was wonderful very helpful and told me it would be arriving in tops 14 days, and that if they needed to they would contact me. 2 1/2 weeks later I decided to call to see what the status is with the order. To my surprise I was told it was cancelled! No one tried to contact me even tho they had all my info. When I asked why the only excuse was that it went to my junk mail! So annoyed I re-ordered it. The next thing I know the next day my checking account was overdrawn! They charged me TWICE! I have been nonstop trying to get both they situations straightened out...Nothing seems to be working. No matter who I speak to I end up with no answers. My question is...does ANYONE know how to do their job?!

I am writing to express my dissatisfaction to a recent service from your upholstery and carpet cleaning and am requesting a refund. I arranged with Sears Carpet and Upholstery Cleaning in Ottawa at [protected], to come to my address, which is [privacy edit] Ottawa, Ontario, K1T 2N5 on August 10, 2006. Ken and Tania, who called themselves technicians, arrived at 8:50 and left at 9:35a.m. Upon arrival Tania asked me for towels, I said "You need towels?", Her reply was "Yes if you do not want your area rug to get wet". I wondered why I should have to supply towels. You would think they would have some protective product for carpets and wood floors. Ken asked me if the chesterfield and chair had been cleaned before, I said it had been as far as I knew. Tania plugged their machine into the hallway outlet of the Condominium, to which I questioned her, she responded that they always do that. Well while they were steam cleaning the furniture (chesterfield and chair), someone unplugged their equipment. Because of this I was reprimanded by the Board of Directors. I did not like to be questioned about this. When they completed the cleaning such as it was, Tania was unrolling the area rug back into place, after which time she had asked me if I wanted it rolled back into place. I replied that I certainly would, then I saw water on the hardwood floor right in the area where she was about to roll the carpet. I said Tania there is water on the floor, so she throws the towel at me and says you clean it up, which I did. She also asked me if they should put the chesterfield and chair back in place. Of course, I would not be able to do so myself. I waited a day or so for the furniture to be dry before checking for cleanliness of the items in question. I was NOT happy with the results, so I called Customer Service on August l4th and spoke to Sharon Wilson at [protected]. She said she would send the same two technicians back on August 15th. They arrived and Tania asked what I wanted them to do. I explained that I called for their service initially because I had dirty furniture that needed to be cleaned and it is not cleaned satisfactorily. Ken said if it did not come clean on the initial cleaning it will not come out on second try. He started yelling and said he wasn't listening to any shouting, which he was the only one doing that. I am fortunate that I had my daughters here to support me and to be witnesses of this abuse to a senior citizen. Second call to Sharon Wilson about the terrible experience I had to endure. Sharon said she would send another technician in the name of Tim and Shaun, who she said were their best furniture experts. Does this mean that they have bad and good technicians doing this work? Arrangements were made for August 24th and that Sharon would call me on Saturday evening with the time that they would arrive. Again no call and I had to call to see what time they would arrive and was told between 2pm and 3pm, they did not show up at all. Every time someone was to come to clean, the furniture had to be moved, which was again another inconvenience.

Again another call to Customer Service, this time I finally got to speak with Josie Lavoie, the manager. She said Tim and a helper would come on Sept 11th, in the afternoon, I had been waiting for a call from Julie for some time, Sharon was to arrange it and it never happened.

Julie said I would get a call on Saturday evening advising me of the time Tim and helper would come. No call was received again. Again on Monday morning I had to call was told they would arrive between 12 and 1pm on Sept 11th. Tim and helper, (whom I was not introduced to) arrived at 12:20 and left at 12:50. Tim asked for the work order which I produced, then he had to go to the truck to phone someone to see what process to use. He used a solvent that did remove some of the dirt on the spots that he used it on, however the piping which he did not touch, and the cushions are still dirty. The solvent smell caused headaches and the smell lasted for days. I really feel like I have been treated very poorly which I thought was Sears policy to have happy customers. I am definitely not satisfied with the service and treatment I have received.

Up to this point, I have been a long time satisfied customer of Sears, but this experience has left a bad feeling in my mouth, and I am requesting the return of $133.56, the amount I paid out to have clean furniture. So far I am not asking for remuneration for the poor service and abusive treatment that I have put up with.