Sears Holdings Corporation

January 18, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator repair First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** On November 30, 2016, a Sears Service technician examined Ms*** refrigerator and determined that the evaporator cover, bimetal and heater needed to be replaced. The parts were ordered and the technician returned on January 16, 2017, to install the parts. Unfortunately, the repair took longer than expected; the first appointment for December 21, 2016, was canceled because the technician was sick, and the second appointment for January 9, 2017, was canceled and rescheduled because of inclement weather. While we understand that Ms*** would like the refrigerator replaced; this decision would need to be made by *** *** ***, the warrantor of Ms*** service contract, not Sears Home Services. Sears Home Services is only the service provider authorized by *** *** *** to repair Ms*** refrigerator. With that said, since Sears Home Services has completed the repair to Ms*** refrigerator, as mandated by her *** *** *** service contract, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

Contact Name and Title: *** ***
Contact Email: ***
October 29,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** ***
***
We have completed the investigation of *** ***s complaint regarding her dissatisfaction that her cooktop failed sooner than she expected
We apologize that *** *** cooktop failed upon opening it for useThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe would like to note that *** *** contacted our Customer Solutions department and per her request, an exchange was rung under salescheck# *** and delivery was done on October 22, That being said, because we have provided *** *** with her requested resolution, we respectfully request this complaint be closed
Again, 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,
*** ***
*** *** ***
***
***

DO NOT BUY SEARS KENMOREVERY CLEAR THAT SEARS IS IN FINANCIAL DIFFICULTY
Long ago, Sears Kenmore was qualityNO LONGERIt is JUNKPoor quality construction and parts
Purchased Refrigerator with "premium" warrantyWhat a joke!
Sears sold me LEMON REFRIGERATOR APPLIANCERefused to replaceTOOK WEEKS/MONTH for repairs each time
Repair technician person wrote in his notes to company that it should be replaced; but company refusesMakes you wait weeks for repairs; parts, etcHave a family of and SEARS COULD CARE LESS
ABSOLUTELY RUDE & WORST CUSTOMER SERVICEPATHETIC contempt for customers
Left me on hold for 1/hoursOften refused to answer phone at warranty number
This is SO BAD it is Unbelievable how Sears treats customersSHOCKING HOW FAR SEARS HAS FALLEN
WOULD NEVER DO BUSINESS WITH SEARS AGAIN
DO NOT BUY FROM SEARS; GO TO COSTCO!!!!!
SOON THIS COMPANY WILL BE BANKRUPT!!!!

Initial Business Response /* (1000, 8, 2015/06/05) */
June 5,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94552336-Deb ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding a
recent transaction
As clarification, the terms of membership for Shop Your Way Rewards clearly state: "The following are excluded from Qualifying Purchases (collectively " Non-Qualifying Purchases"): (i) sales and use taxes; (ii) service fees; (iii) donations to charitable organizations; (iv) commercial account purchases, including, without limitation, any purchase made with a corporate credit card, unless specifically approved in writing by Company; (v) purchases of lottery tickets, licenses, tobacco, alcohol, firearms, gift cards, postage, gasoline, and Western Union services, unless specifically permitted by Company and otherwise allowed by law; (vi) bill payments; (vii) credit card payments; (viii) any redemption of Points for some part or all of the purchase price; (ix) purchases of products and services via ServiceLive.com, including any fees paid to ServiceLive.com; (x) layaway payments; (xi) shipping and delivery charges; (xii) purchases from third-party vendors (other than participating Shop Your Way Merchants) on Company-branded and Company-sponsored websites if to complete a purchase the customer is redirected to the vendor's designated website (other than a participating Company-branded or Company-sponsored website); (xiii) Sears and Kmart sales or auctions on eBay or any other websites; (xiv) the portion of any purchase price which is eliminated due to a coupon or other discount." Ms***used SYWR points from a previous purchase on this transactionAs noted above, any such purchases are excluded according to the aforementioned termsAccordingly, we will not be issuing the points she has requested and we respectfully ask that this matter be considered closed
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,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) 248-
Tammie.***

I put inch tabets on layaway before ChristmasThese were the only Christmas presents my kids were receiving and so the week after Christmas I was able to pay them off so that even a week later they would get them close to ChristmasWell that didn't happen Manager said due to paying them off early they would have to come in on the next delivery and they put it into the computerCan be picked up on the 8th of January Go in to pick up items and SURPRIZE new manager says they r not there they are no where to be found and they have no idea when or ever we will get our worth of merchandiseThere is SONETHING totally wrong with thisThis store needs to practice better service or shut down

Initial Business Response /* (1000, 6, 2015/09/12) */
September 12,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms.***
We have completed the investigation of Ms***'s complaint
regarding her dissatisfaction with the repair process for her water heater
In regard to the delay Ms*** experienced receiving service, unfortunately, we do have times where the demand for service outweighs the technicians on hand and we are aware of how frustrating this can be for our customersIt is a problem that we are aware of and we are pursuing solutions that will provide better options for our customers when these situations occurWe are always looking for ways to improve on customer service and would like to assure Ms*** that her candid feedback has been forwarded to the appropriate partiesWe apologize that we were unable to accommodate Ms***'s schedule and arrange a mutually satisfying time frame for repairWe do try to expedite repairs especially whenever a consumer's water supply may be affected, but it is not always possibleWith that that said, our records reflect that we examined the water heater on August 22, and found that condensation from the unit may have been causing the pilot light to go out
As clarification, Ms*** has a Master Protection Agreement (MPA) that only entitles her to a replacement under very specific termsIt stipulates: " If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a "Non-Repairable Covered Product"), you are entitled, at your option, to either: (1) a comparable product replacement based solely on the replacement value of such Non-Repairable Covered Product as determined by us, from a Sears or Sears affiliated store; or (2) a merchandise credit for such Non-Repairable Covered Product based solely upon the comparable product replacement value as determined by usIf neither of the two options in the immediately preceding sentence is selected by you, then SPC may cancel this MPA and refund the Total Price of your current MPA coverage for the Non-Repairable Covered ProductIn accordance with the foregoing provisions, we will also, at your request, replace the Covered Product(s) covered by this MPA in the event of four (4) or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve (12) month period that the Covered Product(s) is coveredProduct failures for these purposes must include repair or replacement of a functional, non-expendable part, and do not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure (the "Fourth Failure Time Period")
Ms***'s water heater has not been deemed un-repairable, nor has it met the other criteria noted above wherein a replacement may be grantedWe did offer to provide Ms*** with a credit for 50% of the purchase price for a comparable replacement unit from Sears as a courtesy, but she declinedWe will extend this offer for days from the date of this letter should Ms*** decide to reconsider, but after that, the offer will be null and voidThat said, it is our hope that the service provided has resolved Ms***'s issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed
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
(XXX) XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 8, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not offer me a 50% discount to my knowledge but the water heater is now working so as far as I'm concerned the matter is closedBut Sears lost a customer

June 6,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
*** *** * *** ***
Dear *** ***
We have completed the investigation of Ms*** complaint regarding her inability to receive a 20% discount on services to her refrigerator even though she presented a coupon for this amount
We have emailed Ms*** in reference to her concerns but at this time have not received any responseAs we explained in our email, the reason no refund has been provided is because we do not show the charge for services ever posted to her accountThe payment was accepted by the technician but for some reason it fell out of our system without ever bridging to her accountSince we do not show she was charged for the service call at all, we are unable to issue a refundWe asked Ms*** to call or email us with her full digit account numberWith that number we could search our database, and also check with our Data Control Center, to see if we could verify the chargeIf so, then we could issue a refund for the 20% discount
If the charge never posted, then generally at some point a bill is generated; when we contacted our billing group they indicated a bill was already sent out as of May 17, However they said they would send out a new bill with the amount reduced by 20%If Ms*** still remains confident that the prior payment in the home did post to her account, then she would need to contact me to provide the necessary paperwork to support this contentionIn the interim, since we have explained why a refund was never processed, and it is because we do not show she was ever charged, we have closed our file
We 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,
*** ***
Team Manager, Regulatory Complaints
*** *** ***
*** ***

I have been trying to get my dryer fixed for a week and a halfA tech came on Monday and did nothing to fix itI made another appointment for today Friday and asked that a different tech be sentI spent hours on hold trying to make sure I would get a different tech, was hung up on, given man apologies, given many promises that someone would show up and even a discount, but hours later no one showed up despite the e-mail confirmations and they say they don't see any notes about a different tech being sent or the discountNow they are saying the next available appointment isn't for another weekWORST CUSTOMER SERVICE EVER!

April 27, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his recent transaction As clarification, when a consumer signs up for a credit application, it is noted that if they are declined for the primary account offered by ***, a secondary form of credit will be applied for throug* *** BankThe consumer has to indicate that they agree to this on the signature pad before the application is submittedWe apologize if this was not clear to *** *** and we cannot comment on why he was declinedOnly the credit card company, *** Bank can answer that questionTypically, a consumer is sent a notice in the mail indicating why their request was declinedThat said, the offer for 15% was only being tendered to consumers who were approved for the *** cardThe *** card was only offering a $statement credit on their first purchaseIf *** *** has not seen this credit on his statement, he would need to contact the number listed on the back of his card or on the statement itself for *** BankIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to *** *** and 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 *** *** ***

February 29,
'serif'">
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his recent visit to one of our auto centers
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, Auto Center Manager of Unit# *** who states the following:
Mr*** was in my store Feb 16th, we went over the problem that he was having with the balancing of the tiresI learned from this conversation that we would only feel the vibration between 75-mphI explained to him that we were not able to confirm the complaint due to the speed at which it was occurring, and found no vibration at highway speeds of 55-mphI went ahead and balanced all tires anyway and found that tires were out of balance by an average of oz. I explained what I had found and he appreciated the effort put in to resolve this problemI told him to contact me personally if this issue arose again. That being said, because we have addressed Mr*** complaint, we respectfully request this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***

March 10,
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Revdex.com
*** *** ***
North Wabash Ave., Ste Chicago, IL
Our File No: ***
Complaint ID: *** *** ***
Via: Revdex.com Website
*
*** *** ***
Thank you for contacting Sears Home Improvement Product (SHIP) regarding your inquiry concerning the above-referenced fileThis letter serves as a follow up to my attempts to reach *** *** on 3/01/2016, 3/02/2016, 3/03/2016, and 3/08/Per her request, SHIP has cancelled the contractOn behalf of SHIP please know that we do value her as a customer and apologize for any frustrations or inconveniences she may have experienced
SHIP cannot refund the full amount of *** *** initial paymentThat decision is based on the following informationShe missed the cancellation deadlineShe had the opportunity to cancel the contract without any penalty or obligation within three business days of the signing date of 12/09/The rescission notice states the customer has days to cancel the order and days to cancel for a full refundShe is well past that periodWe regret that she has decided not to proceed with her home improvement projectThe contract states the work will start approximately 3-weeksThis is not a guarantee of a beginning timeSometimes we start that soon, sometimes we do not
Additionally, *** *** decided to cancel the contract after SHIP had incurred the costs of the materialsSome of the materials cannot be returnedThe total cost incurred before returns is $*** We were able to get back $*** from two (2) vendorsSubtracting the $*** from the cost would bring the balance owed by the customer to $*** which is a difference of $*** from her deposit of $***All we can refund her at this time is $*** That would be done as a credit to the account used to finance the initial payment unless that has been paid in fullEnclosed is a copy of our cancellation and returns policy, as well as a copy of the letter explaining the reason we kept the amount for the costs
We appreciate the opportunity to address *** *** concernThank you for your time, effort and patience, and effort during the investigation processIf you have any questions or concerns, please contact me at *** extension *** or via email at ***
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: *** *** *** *** ***

July 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer We have agreed to replace Ms*** washer due to the issues experienced with the part needed to complete her repairCurrently, her new washer is scheduled for delivery on July 27, In light of the aforementioned information, we respectfully ask that this matter be considered 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Complaint: ***
I am rejecting this response because:
Every person I have dealt with in this situation (both Sears employees and contracted employees) has been less than helpful The general attitude is that Sears is right and the customer is wrongEvery response I have received has been scripted telling me that Sears has no interest in taking care of the customer or keeping a customerI have worked in Customer Service in one form or another for over years and the biggest 4-letter word is "can't"That's just something you don't say to a customerIf a customer is inconvenienced because of your company, you bend over backwards to make it up to themSears consistently told me what they can't do and I was NEVER offered a solution from any of the people I spoke withI had to push and push just to get what I paid for and then I still didn't even receive the service I was promisedSears clearly does not value customers or their businessI will not accept the response to this complaintSears has lost me and everyone I know as customers
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
After 15+ hours of dealing with Sears, Sears did nothing to correct these problems It was only after disputing the charges with my credit card company that they found in my favor and the charges were corrected The matter has been settled at this point but I wanted you to be aware it wasn't because Sears corrected it, it was because my credit card company corrected it after being disputed
Sincerely,
*** ***

March 31, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her grill A set of burners was sent to *** *** home address free of chargeThe arrival date was March 21, In light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to *** *** and 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 *** *** *** *** *** ***

January 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * *** Dear MsVirghes:
We have completed the investigation of Mr*** complaint regarding his
dissatisfaction with the problems he encountered when he requested to exchange an electric dryer for a gas dryer
Upon receipt of Mr*** complaint we researched the order and the case notes related to his online order of the dryerAccording to the order, Mr*** placed the online order himself and he selected and ordered an electric dryer item *** not the gas dryer item ***Therefore, the correct dryer was deliveredWhen Mr*** called in to request an exchange for the gas dryer at no additional cost, his request was denied since the Black Friday sale had expiredOur records indicate that Mr*** requested to return the dryer for a refundThe unit was picked up on December 21, and we issued a credit of $to Mr*** for the dryer and the protection agreementWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***

Initial Business Response /* (1000, 10, 2015/09/08) */
September 8,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed our investigation of Mr*** complaint
regarding the service on his washer
After reviewing the service history and discussing the issue with Ms.***, we authorized her for a replacement of the washer under the terms of her Master Protection Agreement (MPA)She has been provided with the necessary information to select a new washer, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with Ms*** approval, we have closed our file
We apologize to Mrand Mrs.*** 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,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com

January 5, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his washer and his request to have the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr*** complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that Mr*** purchased the Master Protection Agreement (MPA) on September 7, 2016. Since purchasing the agreement, Mr*** has had two service calls completed, but only one qualifying repair. On December 1, 2016, under service order ***, no issue was found with the washer; the technician recommended using less soap. Under service order *** (completed December 29, 2016), the technician replaced a control board; this is the only qualifying repair completed under the MPA While we understand that Mr*** is frustrated and feels that his washer has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its last product failure…” As we stated previously, Mr*** washer has only had one qualifying repair to dateFurthermore, a review of the notes within the service orders does not show that a replacement was recommended by either technician. With that said, since we have explained why a replacement is currently not an option for Mr*** and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

June 22, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her online order experience and request for either a replacement or refund It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events detailed in her complaintWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order we show that Sears Online issued an erl for Ms*** to return the product for a refundAccordingly, we have issued the refund today and the credit should post to her account within to business daysAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Susan ***
Finally I got a rapid response and great service from the technicianThank you Betty *** and John the technician!! Sears should let Betty lead a customer service seminar for the people who answer the calls