Sears, San Rafael, CA - oven and dishwasher installed by sub-contractor Gregory - terrible experiece trying to get Gregory to install appliances - finally called handyman to do the installation

Complaints.com received the following consumer message on February 25, 2003:

From: Russell Photography [Email User]

RE: Sears, San Rafael, CA - oven and dishwasher installed by sub-contractor Gregory - terrible experiece trying to get Gregory to install appliances - finally called handyman to do the installation I recently purchased a refrigerator, dishwasher and wall oven from the San Rafael , CA Sears store. The refrigerator was delivered promptly by your delivery dept. They called the night before to confirm and did everything they said they would with a smile. But the oven and diswasher were another story. Apparently you contract with a company called "Gregory" whose phone number is 1-800-404-1987. This install was one of the worst experiences I have ever had with a "professional" service.

They were difficult to reach, with limited availability regarding hours they accepted phone calls. It took 3 weeks to get an appointment , and since it was a 12-4pm block of time I had to take time from work to stay home. They cancelled the appointment on the morning of the appointment saying the installer called in sick. I was now out 1 day of work. They reseceduled for the next week 6AM-12AM.

The installer came, alone informed me that the dishwasher would need to have legs cut with a hacksaw, which would cost me $ 100 more and he would have to reschdedule because he didn't have the tool. Then he said the oven wouldn't fit and he didn't have the tools to enlarge the opening, he would have to reschedule and it would cost another $ 100.

I told him that I couldn't take another day off work and that he should leave the appliances so I could find someone locally who could install them. I asked him to bring them up the stairs into the house. He went downstairs, unloaded the appliances in front of the open garage blocking the garage door beam (meaning I could not close the door) and left. Not a word.

Later I was told by my Sears salesman that the installer needed another man to get the appliances up the stairs. But he CAME alone. Now how was I, a lone woman, supposed to move the dishwasher and oven out of the garage beam so I could close the door? Was I supposed to just leave the appliances outside in the driveway for anyone who wanted them? Not to mention I had never signed for them so they had no record of my ever receiving them. Lucky I am an honest person.

This is not the end. I finally called a handyman who came over to install the appliances. He easily pulled out the old dishwasher. No sawing, no $ 100. extra charge. He slipped the oven in, no sawing, no $ 100. extra charge. I hate to suggest FRAUD but I have to tell you that is what this appears to be.

I chose to have Sears install my appliances because I trusted your name and your reputation.