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08/27/2015 met with Tom Harnett sales representative with Sears. The presentation was great and my wife and I made a decision to go with Sears for the instalation of a new unit. At a price of near $20K. The next day we received a called to schedule the instatlation for for 09/01/2015. Acoording to sales representative a Sears representative was going to come to surveyed the home to document what was needed prior to begining the instatlation. On 09/01/2015 the installera sub contractor showed up claiming that the equipment was on it's way. He appeared to be a sub contractor to Sears subcontractor. He had no work sheet or any information on were the vents or what was agreed on the contract. Subcontractor was debating all location of vents and work that needed to be done. We were very disapointed that two subcontractors showed up with very little knowledge of what we had agreed with the Sales representative. When I called Sales representative Tom Harnett and Steve Kennedy at Sears. Tom never called back. Steve indicated that Tom was on his way, which showed by noon. The second subcontractor showed at with some some equipment that did not match the product model numbers that we had agreed. When I questioned that he claimed that they were out of stock of the heating, condenser unit, and that they had ordered the wrong coil unit. Sales rep was quick to show up for us to sign the change on the contract. After lots of reserch on Google that night, I could not find the unit models or any information. We decided to cancel the instalation as the models numbers were not supported with supporting documentation to compare to what we had originally had agreed and paid for. We were told that they had upgrade us to this new units as they were out of stock. I researched the model numbers online and I could not confirmed that they were Kenmore and that they were upgrade or downgrade. The second day of instalation subcontractors showed up prior to the new equipment arriving by subcontractor not Sears. One sub contractor to the Sears Sub contrcator. This was after I had called and cancelled early the morning. By noon I received a called form Richard the claiming to be a manager and calling on behalf of Tom Harnett. He was surprised to know that two subcontractors showed up and that no one ever showed up to surveyed the home prior to the installers. Sears lacks follow up with their subcontractors and communication to ensure a seamless and smooth instalation. For the price of $20,000. They need to follow through on their commitment and even show up on the firs day to ensure to clear up any communication issues with their sub contractors.

"I had a problem with my local Home Depot based on a discount I thought I was owed and a Home Depot employee read my review and responded to me directly with a resolution." Chris J.