Sears Holdings Corporation

Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Shawndra N *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding a washer and dryer purchased from Sears OutletSherri ***, Sears Outlet District Sales Manager provided the following response: It is unfortunate that we failed Ms*** expectations when she issues arose after the delivery of her washer and dryerWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears Outlet has built our reputation upon, but we would understand if this is not possibleMs*** lease had been cancelled and moving forward, if we can be of any assistance to Ms***, she can contact Gerald *** at ***/***That said, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam***@searshc.com

(The consumer indicated he/she DID NOT accept the response from the business.)
I would also like to keep the difference if the price of the refrigerator I go and choose is not quite $I have spent a lot of extra money on food because I could not freeze anythingWe have eaten out a
lotI have had to buy things to cook that could be refrigerated for a couple of days

November 3, Nita ***
class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Mojisola *** - # *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding her refrigerator repair Upon receiving Ms*** complaint, we contacted the local service unit for assistance. After reviewing the issue, Brenda *** with ***, contacted Ms*** to find who she had come out to her home to service her refrigerator after the Sears authorized service provider. Ms*** did not provide a name but stated that she would email a copy of the repair invoice. Unfortunately, since Ms*** had a different service provider repair her refrigerator, there is a chance they could have damaged the unit; especially, if they are not a Whirlpool authorized service provider. For liability reasons and because Ms*** did not get authorization under her Master Protection Agreement (MPA) to use another service provider, the refrigerator may not be able to be repaired under her MPA. A final decision will be made once Ms*** provides a copy of the repair invoice. As to Ms*** request to return the refrigerator for a refund; this is a request we cannot honorThe refrigerator was purchased over two years ago and per Sears’ Return Policy; Ms*** had days to return the refrigerator for either a refund or an exchange. Her purchase is too far outside the return policy timeframe to be considered for a refund. In regard to Ms*** request for a replacement; she has not met the criteria for replacement as outlined within her MPA. Ms*** has had no qualifying repairs completed in the last twelve months; the prior service call was to tighten her door handles and the current service order has not been completed. Lastly, if Ms*** wishes to file a food loss claim she can go online to www.foodloss.searspabenefits.com or call (800) 827-6655. Under her MPA, she has a $food loss claim limit within a continuous twelve month period. With that said, since Ms*** has been advised that she needs to provide a repair invoice for review, and we are unable to proceed with any repair until then, we ask that this matter be closed We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist

Nita ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611Re: Allison *** #Dear Ms***: We have completed the investigation of Ms***’ complaint regarding a washer
and dryer purchase from
Sears.Eleni Colon,
Sears Home Delivery Escalation Specialist provided the following response:On Wednesday,
December 09, 2015, Ms*** returned my call regarding her complaintDuring
the call Ms*** informed me that her issue had been resolved and no further
action was neededSince we have been informed that Ms*** concerns were
addressed to her satisfaction, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,Adam
***Regulatory
Claims SpecialistSears
Holdings CorporationAdam.***@searshc.com

Contact Name and Title: Erica ***
Contact Email: ***@searshc.com
October 18,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94572136- Anthony ***
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal regarding his recent visit to one of our auto centers
Upon receiving Mr***'s complaint, we again escalated his concerns to Jay ***, Auto Center Manager of Unit# Mr*** feels that a good resolution to Mr***'s complaint would be to test drive the vehicle to verify the issues that he is identifyingTest driving the vehicle before and after the service should verify that the complaint has been resolvedThat being said, because we would like to address Mr***'s complaint with his vehicle by having him bring it back to the auto center, we have closed our files
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Erica ***
Regulatory Complaints Specialist
***
***@searshc.com

July 16,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: # 94***- Heidi L ***
Dear Ms***:
We have completed the investigation of Ms*** complaint
regarding her dissatisfaction that his snow th***r cannot be located after she was notified that it was ready for pick up
Firstly we would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We contacted Tim ***, Manager for Store 1283, to assist with Ms*** concernsManager *** researched the service order and the records indicated that the snow th***r was received at the storeRegrettably, the snow th***r could not be located, and possible that it was misplaced during the transition from the temporary shop that was sent up in our auto centerSince the snow th***r could not be located, we issued the authorization in the amount of $towards a replacement snow th***r from SearsOn July 14, we notified Ms*** with the replacement offer and the authorization informationIf Ms*** has any questions regarding the replacement she can contact Manager *** at (*** ***Since we have addressed the issues brought forth in Ms*** complaint, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Matilda.***@searshc.com

(The consumer indicated he/she DID NOT accept the response from the business.)
I first am not pleased with the time I had to go with out a refrigeratorNot only were these repairs covered under my extended warranted but also the manufacturer warranteeTwo men came Friday September and stayed for about two hours and stated my refrigerator was fixedThey said it would be ready for use In six hourshours later still warmStill not fixedTalking to a repairman I was told that when the compressor goes, the refrigerator is shotI need a refrigeratorI really feel at this point they owe me a new refrigeratorAnything you can do would be appreciatedNo one should have to be without a refrigerator for so longTheir service agreement talked about timely repairs, this has not been timely
Sears was out todayWorked on the refrigerator for over an hourThey left saying it was fixed, however it is not getting cold at allWas told when I called that my case worker was who I needed to talk toThis is really becoming more and more of a nightmareI have not had a refrigerator since the very beginning of July! What else can we do at this point?
Thank you in advance,
***

Contact Name and Title: *** ***
Contact Email: ***
October 28,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** ***
***
We have completed the investigation of *** *** complaint regarding the repair of her dishwasher
Upon receiving *** *** complaint, we have researched her service history and would like to apologize for the multiple repairsWe would like to note that per our technician's notation, the drain hose is too long and looped in a way that is causing the drainage to be weakOur technician instructed *** *** to either shorten the hose or reroute it but states that she refuses to reroute the drain hoseWe are unable to exchange *** *** dishwasher as it is our technician's determination that the unit is running poorly due to that drain hose and nothing further can be done to help the unit work as designed until the hose is reroutedThat being said, because we have addressed *** *** complaint, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
***
***

Contact Name and Title: MELISSA ***
October 12,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: James *** - #
Dear Ms***:
We have completed our investigation Mr***'s rebuttal to our previous response
Mr*** was authorized a replacement under his MPA and selected a refrigerator that was reduced from $3,to $1,A review of our Point-of-Sale system shows that Mr*** paid an additional $plus tax for his new refrigeratorWhile the MPA specifically states that "in all cases, product comparability for a replacement product will be determined by us at our sole discretion", we have processed a refund in the amount of $75.84; the amount Mr*** paid over his authorized amountA mail bank check is being sent to Mr*** and should be received within the next two weeksOur records show that Mr*** has been authorized rental reimbursement and this process will need to be handled by our Protection Agreement departmentMr*** can call (800) 927-for assistance with his rental reimbursementAs to Mr***'s claim that his floor was damaged, he can contact ***, our third-party claims administrator, at (866) 352-to file a claimThey will investigate the matter and render a decision, which is immutable and cannot be obtruded upon by SearsWith that said, since we have addressed Mr***'s additional concerns, we ask that this matter remain closed
Again, we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

December 6, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order experience and request to cancel his order for a refund It is unfortunate that we failed Mr*** expectations when he attempted to cancel his orderWe can only apologize for any inconvenience Mr*** may have experienced and can assure that his concerns have been forwarded to management for reviewIt should be noted according to Sears’ Terms of Use online it states that that orders you submit online may be cancelled until they are processedOrders with the status of “Processing” may not be cancelled, and you must wait until you receive the merchandise in order to return itSince the order was processed the merchandise shipped to Mr*** and was delivered on November 22, Since we have confirmed that *** delivered the merchandise, Mr*** will need to return the product to his local Sears store for a full refundThe nearest Sears store is Unit *** *** *** *** ** *** *** *** *** MD *** telephone *** *** and is approximately minutes away or milesIf Mr*** prefers to ship the product back then he may do so using the ERL that we have created with a *** tracking number of ***Mr*** should receive this label via email shortlyAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we respectfully ask to have this matter closed, pending Mr*** to return his product either by shipping the product back or by returning to his local Sears store We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

I called for an price for the replacement of the rear shocks in my car The gentleman on the phone gave the price and followed up with he had a ongoing coupon for me for free installation The quote was $give or take I made arrangements to have that done and the winter snow tires put on After I dropped off the car within minutes I received a call saying there was nothing wrong with the rear shocks What they didn't know is that I am a mechanic and had the rear tires off and confirmed the bushings on the rear shocks on the lower mount were gone I told them to check again They said no problem It was about hours later that I called to check on the car, and they placed me on hold for well over minutes A different person picked up the phoneShe proceeded to tell me that they misquoted me, and it would be much more The new quote was well over Now here it is 4:pm, my only day off, Sears has had my car all day, and done nothing but swap my winter tires out (Which the lug nuts were hand tight on the front) Apparently the free installation coupon did not mean free installation, and once they realized these care require a little more work, they called and lied to me trying to tell me nothing was wrong with the shocks I would not have been as angry if they had called and been upfront with me, early in the day when they first called That would have given me ample opportunity to go somewhere elseIf I did not have a bad back, I would have done them myself That is the first and last time I go to Sears auto to have anything done

August 17, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jason A*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services First, we would like to apologize to Mr*** for failing his expectations in regard to the service refund he was promisedWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we contacted Delores ***, Territory Member Advocate Supervisor with unit 8227, for assistance. Ms*** was able to determine that the technician never submitted the paperwork to refund Mr*** for the compressor. Therefore, on August 17, 2016, Ms*** submitted the refund request; Mr*** should see a credit post to his MasterCard account ending in in the next week to days. Additionally, Ms*** called Mr*** to confirm that she was processing the credit request immediatelyWith that said, since we have corrected our oversight by issuing Mr*** the refund he is owed, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

June 19, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** Shoes located at *** *** *** *** *** ** *** ** *** email: *** and telphone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in her order we have decided to issue a full refund of $back to her *** account ending in *** The credit should post to her account within to business daysAdditionally, Ms*** may either keep or dispose of the shoes to her discretionIn closure, since we have provided a full refund, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

We had a washer serviced from from sears home services Our washer was flashing a code "FE." It was regarding the the intake valve The tech came out to service the machine He cleaned the filter and ran the washer thru a cycle While he wrapped up and printed our receipt the machine flashed the "FE" code He stated, "I think it's just the temp of the water of the cold water keeping the valve open." He then unplugged the machine, turned the cold water valve off to get the code to clear He stated, "Use the machine as you would naturally If it codes out again call us."
The next time we used the machine (Fri) our utility room was flooded Water damage includes the utility room and garageIt took multiple phone calls and a person stating they could get tech to our house by Tuesday About the 5th phone call trying to get thru the automated operator was transferred to ***k - their insurance claim companyShe stated you would be contacted in hrs I asked her what I should do, "call someone." I asked about recommendations NothingThe first water restoration company I called said we can be right over He then asked, "who did your service?" When I said, "Sears" he said, "Sorry, I won't have anything to do w/ Sears and their insurance ***k." "They are by far the worst of any company we deal w/."
Finally found a company to do the water restorationIt's Monday night after additional phone calls and no joy House flooded Xmas wk, the absolute worst customer - this needed to be filed w/ the Revdex.com

July 19,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** Dear Ms***
We have completed the investigation of Ms*** complaint
regarding the problem she encountered when she attempted to exchange the *** Play Pen after the 30-day return period
It is unfortunate that we failed Ms*** expectations when she recently requested to exchange the playpenWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
As clarification, Sears does have a 30-day Satisfaction Guarantee on most itemsThe return policy is posted on registers, online, or a customer can ask an associate for detailsSince Ms*** purchased the playpen on May 30, and attempted to exchange the item on July 9, 2016, she was clearly over the day exchange periodWe contacted Ms*** and she stated that she was requesting an exchange because the playpen was defectiveShe also mentioned that since we had not exchange it, then she sold it for a lesser valueStore Manager *** *** contacted Ms*** to discuss her store experienceHe apologized for any inconvenience this may have caused her and offered her $worth of Shop Your Way Reward pointsMs*** accepted the offer and the points were added to her accountWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***

September 28,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re: *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Ms*** complaint because we have been unable to find the service record in question under any of the phone numbers and addresses providedWe searched under the ** *** *** address and did not find any dryer repairWe also checked under *** *** *** *** and still could not find any record of a dryer repairMs*** is welcome to email me the phone number and/or address where the service occurred so that I can research to see if a refund is possibleI can be reached at *** In the interim, since we remain willing to help but do not find any service orders under the information provided, we have closed our file pending Ms*** further response
We apologize to MsBoettger and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Team Manager, Regulatory Complaints
*** *** ***
*** ***

October 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have completed our investigation of *** *** complaint regarding the protection
agreement coverage for her *** TV
*** *** is correct that on her purchase receipt # ***, shows she purchased a year Master Protection Agreement (MPA) for $on March 21, This MPA started at the time of purchase and expired on March 21, It is important to note that when a customer purchases a protection agreement at the time of purchase of an item since there is almost always a manufacture warranty as well, Sears will discount the first year of the protection agreement so the customer can receive benefits of that coverage without the added cost of having concurrent coverageIn *** *** case she was only charged for a year MPA but was covered for *** *** will be responsible for any services for her *** TV
The purpose of this is so our service agreement customers can access the extra benefits under the protection agreement that many manufacture warranties do not haveFor example if we have to wait for parts from the manufacture, if a customer has concurrent PA coverage from Sears then Sears can offer a rental or small item reimbursement or in the case of a washer or dryer, laundry reimbursement; for a refrigerator this may be food loss reimbursement
Since we have explained that *** *** did receive her full years coverage of the MPA purchased on March 21, and that we will not be servicing her *** TV at no cost we have closed our case
We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ** ***
*** *** ***
*** *** ***
*** ***
[email protected]

Complaint: ***
I am rejecting this response because:
The venting issue is an excuseThe past two technicians from sears examined the vent and admitted there is no issue with the ventToday I opened the venting completelyThe dryer is now open to air without going through any ventilationWe had washer and dryers in the same place for over years, never had an issueThe actual distance between the machine and the outside vent is centimeter, that I already completely removedThe problem is defective electricals in the machine not the vent as was stated by two prior sears techniciansThe machine has to be replaced
Sincerely,
*** ***

I purchased a garage door opener in Syracuse NY, in the box was a flyer call 877*** to schedule an installationThat number is not their installation number (advertising) and after 45min of being re-routed, disconnected, I finally was directed to the real installation department only to find out they have no contractors in my area to install the garage door openerI will never do business with SEARS again

Sears advertises in home snow blower service to include:Clean engine cooling ns
Change oil, lubricate moving parts, pivot points, cables, auger shaft, and drive plate.Lubricate, inspect and adjust drive belts and/or chains as applicableTest overall operation of equipment and ensure that all safety features are fully operational at the time of serviceWhen tech arrived he wanted to charge me just to change the oil and put in spark plugSears website shows service to be providedThe service department is horribleDo not deal with themI attempted to escalate but very uncooperativeI can see why SEARS is going out of business