| rev:text
| - Enormously unprofessional. Cannot follow simple instructions.
I am a 3rd generation Pittsburgh property manager. I arrange carpet cleanings, upholstery cleanings and air duct cleanings as part of rental unit turnovers. I have used Sears faithfully for 5 years since I transitioned from part time to full time in this business.
Unfortunately, today was the end of our business relationship.
I gave specific and simple instructions for today's property:
-the water main must be turned on; it's in the basement utility closet
-The owner is out of state; call him for CC payment after service
-Call me with any questions but not for payment.
-The unit was vacant and empty; no furniture.
Andrew Lane & Amanda are exceptional employees; thorough and competent. If I were assured service by Amanda and Andrew each and every time, never having to deal with anyone else, I would consider this local Sears franchise a 5 star service provider.
At 11:30am I received a call asking for the location of the water main. (In the notes already).
At 12:30pm I received a call stating that payment had to be made before service. And that they could not find the water main. And that the area was larger than on the work sheet.
In 5 years of contracting Sears, payment has always been made after service. Never before, even when offered. Although a lovely townhouse, the property did not take one full hour to canvass. 5 minutes, tops. Finally, the square footage is as reported on the County Website, minus the kitchen. Again, supposedly in "the notes".
Frustrated, I asked Roland to put the main office on a 3 way call with us so we could speak to Amanda (who is competent). I expected her to aid Roland. Roland "did not know how to do that".
Calling into the main office myself, I get Emily - who is always very sweet. Instead of transferring me to Amanda, she puts me on with Brad, the so-called "operations manager."
After explaining the situation, Brad's first words are defending his employees. No solution, no apology, no smoothing the situation out, no explanation for why his technicians had been present for 60 minutes without completing a task. Oddly enough, the Google Voicemail left for me by the technicians was by a "Roland". And Brad tells me a "Raoul" is the technician present.
Brad tells me "it's over" and hangs up on me.
I have no idea if 1) the water is on 2) the property is secured or 3) if any work began.
I am uncertain if the air ducts, registers & furnace & a/c compressor were cleaned in the work order this morning.
The Baldwin police were dispatched for trespassers.
****The property was found OPEN with the keys in the lockbox****
***I called the office back, on a recorded line, asking to speak with Brad or Amanda to inform them the police were dispatched to speak with the employees and to secure the premises. I was placed on hold for 20 minutes and then the call was ended. That was over one hour ago. No effort was made to return my call. I have this in a full recording.***
I have reached out to the business owner's family, the Heiberts, for a response. I am an active member of two large Landlord groups in the region. I will not share the experience with them until I hear from the Heiberts themselves.
I will update this review accordingly.
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