Daniel sent a message to Edward Lampert – Chairman and CEO of Sears Holdings – Email Address that said:
Dear Mr. Edward Lampert,
I live in Lanham, Maryland (a suburb of Washington DC). I had purchased two garage doors from SEARS a few months ago. The salesman that came to my house was Mr. Ray Gonzalez, who is presently the SEARS GARAGE DOORS Manager. He sold two garage doors to me. The first was for my house and the second was for my mothers house Both garages have various problems at present and both are still under the first year warranty. On Monday July 11, 2016, I had called and reported problems with my two garages, to Mr. Ray Gonzales (Garage Doors Manager for SEARS).
Mr. Gonzales has still not responded. Since then, I have left him repeated messages, but he has still not called me back. Starting July 11th, I have also been calling his co-worker (Ms. Kidman, Operations Manager of Garage Door Installations), and she has personally told me that she would call me back in 5 minutes but she has still not called back either. Since then, I have left repeated messages for Ms. Kidman And she has not returned my phone call even once. I have also called SEARS call center on several occasions, and talked to several of your representatives who kept telling me everything from "the truck will pull up any moment", to "the Manager Mr. Ray Gonzalez is telling us that he will call you back within 10 minutes". However, none of this has happened yet, and Mr. Gonzalez and Ms. Kidman has not taken any responsibility for this. SEARS Quality Quality Control has also been notified on several occasions and they are fully aware of the situation.
Over the past week, I have received various phone calls from SEARS DISPATCH stating that they were scheduling a technician to come to my house and do the installation. However, on the appointed day and time nobody would show up. On several occasions and on several days, SEARS would call and say that they would like to apologize but they will not be able to come on that day. The same thing would happen the next day. By Friday July 15, I became thoroughly fed up. First I was told that they were coming between 8am - 10am, then it became 11am - 2pm, and then it became, "they are in traffic on their way to you". However, in all occasions, they did not show up. My repeated calls to Mr. Gonzalez was only reaching his answering service.
I wanted to complain about the services that I have been receiving from SEARS GARAGE DOORS, Mr. Gonzales and Ms. Kidman. All of them seem to be very irresponsible in resolving promises made to customers like me. In the meantime, we have been living without an operational garage that has created a lot of complications (1. My 80-year old mother cannot get into the house, 2. My handicapped brother cannot get into the house, 3. The garage cannot even be manually opened). All of this has caused major issues within the household and family members.
Kindly look into why my issues remain unresolved.
Thanks
Daniel
