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An Overview

What we had

What we wanted

Choosing Sears

The sales session

Contractual documents

Where things went wrong

Project as Sears declared it satisfactorily completed

The attempts at resolution

Outside contractor finishes the project

The finished project

Links to Sears

Contact me

Feedback from Others

Sears Response

Where Things Went Wrong


Things started to go wrong right away.

The drawing made by Jesse Sanchez clearly shows that a cooktop was a part of the project. Click here to view that drawing (Click on back arrow to return.) The rendering that we received a few days later shows a slide in stove and oven. Besides being incorrect, that would cause a break in the granite countertop. When contacted, Sears said that it was only to show the cabinet work and that the specific appliance did not matter. Click here to view the rendering (Click on back arrow to return.)

Now my uneasiness about the whole project was beginning to become real. What happened next added to my concern.

The backsplash was not a part of the Sears project. Tafe Boyd suggested that a tile store in Anaheim was very good. We met Tafe at that store. She helped us select tile. We were pleased with what they had to offer. Then reality set in. When it came time to sign a contract, we found that their business practices were unacceptable. On further investigation, the complaints against them seemed credible. We declined to do business with them and hired Douglas Adams of Doug's Home Repairs and Remodeling in Rancho Cucamonga, California, to do the backsplash. You will hear more about Doug later.

Next, Ed Rizzo came to do the final measurements for the cabinets. Ed showed us drawings of the proposed cabinets.

The upper cabinets were the wrong height. I signed a change order, changing the cabinets to 36 inches, at no additional cost.

The corner cabinets were going to be truncated. No. We had long and heated discussions about this with Ms. Boyd and Mr. Sanchez. Not acceptable. Besides, it turned out, the truncated cabinets would not have room for the lazy susans that were a necessary part of the project. As an aside, Ed was most helpful, but he was operating with what he had been given.

Our concern deepened. After conversations with Sears personnel that can only be described as hostile, it was agreed that those cabinets would be built on site.

Things were quiet until the cabinet installers were nearly finished. I asked where the lazy susans were. They knew nothing about lazy susans. But, they must be installed before the granite countertop was set in place. The contract installers were very good. They went out and obtained and installed the lazy susans.

Then, after the countertop had been installed and the contract plumber (very good) had finished, I expected the appliances to be installed. That was not to be.

I learned later that Sears had declared the project satisfactorily completed and charged my American Express card for the full amount of the project when the countertop was installed.

After a heated telephone discussion with Sears people who explained to me that I was being unreasonable and that it was not in the contract I had signed, we made an appointment with the sales person, Tafe Boyd, and the project coordinator, Glenn Ottens, to meet at our home to try to resolve the differences. This quickly degenerated into them claiming I had repeatedly changed the project, and I claiming that I had only made necessary corrections. All of this was irrelevant. The only issue now was would Sears install the appliances or not. We parted agreeing to disagree.

By now, I had lost all confidence in Sears project management.

I was contacted by Marlon Aguilar, the general manager of the local office. Click on the link to "The attempts at resolution" to learn what happened next.