June 20, 2002, 25-year roof shingles and attic vents installed by Sears Home Central. They installed the ventilation improperly, causing premature deterioration of shingles, also water infiltration as a result of ice dams. I had requested that they make sure there was proper ventilation at the time of contract.
I called Sears rep within days of installation to express concern about the placement of Maxi Vent. Even an old woman knows it should be as high as possible, near the ridge. It is half way down the roof. The rep, Ken Campbell, looked from the ground, on one side, and said it was good enough. Against my better judgment, all I could do was hope for the best.
That summer, I noticed excessive falling off of granules from shingles.
July 11, 2009, I noticed shingles becoming bare, curling and breaking. I called Sears Home Central to report this. (1-800-220-5635) It took several calls before someone got back to me.
July 31, Marc Page from Sears inspects roof. Without hesitation, he informs me that ventilation was not properly installed, that this was causing the problem and it was Sears' fault.
He immediately phoned a claim under my name to BP, the shingle manufacturers. He told me it would take 6 to 8 weeks to process claim. That seemed strange, as my contract was with Sears, not with BP.
Afterward, I visit Maxi Vent website and found, according to their very clear instructions, that indeed the ventilation was all wrong.
Aug 17, BP inspector checks roof. No report as yet from BP.
Concerned that this be fixed before winter, I made numerous calls to Sears Ottawa office. Often, my calls were not returned. Occasionally, spoke with Marc Page, Robert Gooden, also a person called Doug.
All I got were excuses, pretexts and gobbledegook. Mr Gooden told me Marc Page didn't know anything about roofing. Later in same conversation he said Page had been a roofer before going into sales. Another time, October 1, Gooden said it was the first time he heard of this case. (I first spoke with Gooden July 27 "˜09)
October 9, I got fed up and emailed Corporate Customer Service, who passed my complaint back to Mr Gooden.
October 13, Gooden calls me and grudgingly says he will come and see himself. Never showed up.
October 16, I called Gooden and offered this interim solution– Since it is now too cold to put on shingles, would he fix the ventilation now, and shingle next Spring. This would at least prevent ice dams and water leakage.
He agreed and said he would schedule it this week, Monday or Tuesday (Oct 19 or 20) Still nothing happened.
I feel through all this that they are deliberately stalling and avoiding the issue.
I am a 70-year-old woman, living alone on a shoestring budget. I cannot afford this kind of thing. Until now,I always thought of Sears as being reliable and trustworthy.
I tried to be very reasonable and patient. I hope they are not trying to take advantage of an old woman.
Winter has arrived and my roof is still not fixed. So I'll be placing buckets to catch water drips.
I am disappointed beyond words with Sears. Yes, Sears SUCKS
Review about: Sears Installation.