Sears Holdings Corporation

Initial Business Response / [redacted] (1000, 11, 2015/09/14) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX September 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: XXXXXXXX - [redacted] Dear Ms[redacted] We have completed the investigation of Ms***'s complaint regarding her non-receipt of a refund We would first like to apologize for any inconvenience Ms [redacted] may have experienced with her orderAfter reviewing the complaint filed, we researched Ms***'s online orderOur records show that Sears Online Solutions processed a refund on August 7, for $under receipt number XXXXXXXXXXXXXX, and $under receipt number XXXXXXXXXXXXXXAs a courtesy exception Online Solutions refunded the remaining $on August 22, 2015, under receipt number XXXXXXXXXXXXXXShould Ms [redacted] have any further questions or concerns, she may contact Online directly at (XXX) XXX-XXXXIn the interim, since we have confirmed the refund has been completed, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

January 18, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order and non-receipt for a refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronage We can understand her frustration with the series of events detailed in her complaint 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 her order, we found that Sears Online processed a refund of $back to her [redacted] account on January 4, For Ms [redacted] records the [redacted] transaction number is [redacted] We truly regret any inconvenience she may have experiencedAdditionally, we hope that in the future Ms [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his garage door openerIt is unfortunate that we failed [redacted] expectations when he called Sears for service on his garage door opener We value [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure [redacted] that his 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 he was treated and that we truly regret that we failed to meet his expectationsWe hope that [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on May 4, 2016, when a technician reset the travel limit switch as well as notating that the door has a bracket that connects to the J hook is in need of replacementSince we have noted our response to [redacted] concerns, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

September 11, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the installation of her purchased appliance Due to the nature of [redacted] complaint, we contacted her on September 11, and were able to confirm that her purchased appliance has been installed as requestedIf [redacted] has any questions or concerns, she may contact me directly at [redacted] Since were able to confirm with [redacted] that her purchased appliance was installed, we have closed our files We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC [redacted]

Contact Name and Title: MELISSA [redacted] October 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Robin [redacted] - # Dear Ms [redacted] : We have completed our investigation Ms [redacted] rebuttal to our previous response The authorization of $is simply a credit towards a new refrigerator from Sears and any unused amount is not able to be provided to Ms***Therefore, we suggest that Ms [redacted] utilize the full value of the credit towards the purchase of a new refrigerator from SearsAs clarification, there is no provision in Ms [redacted] Master Protection Agreement (MPA) that provides for a refund of unused authorized fundsFurthermore, Ms [redacted] was already sent a check for $food loss on October 3, 2015, which is the maximum amount she is permitted in a month periodSince we have documented Ms***s additional concerns and explained why we are unable to honor her request, we ask that this matter remain closed Again, we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

(The consumer indicated he/she DID NOT accept the response from the business.) For whatever reason,I cannot open their emails !!!! Please have them mail me copies of the Repair Orders This company should not be allowed to do business in the U.S On their first visit, I paid cash of I have THEIR receipt, HOWEVER on their last visit not only did they charge my [redacted] Card for $they ALSO charged what I had paid in cash ALL I want is copies of the Repair Orders.Please, will you have them regularnmail to me ??????

March 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] : We have completed the investigation of [redacted] complaint regarding his dissatisfaction with delay in the repair of his refrigeratorFirstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUnfortunately, we do have times where the repair that was completed does not resolve the issue and this is usually not discovered until the customer has a chance to let the item run for a whileRegrettably, that is the case with [redacted] refrigerator as it can take up to hours to coolOn February 5, our technician ordered an Evaporator/Heater Assembly and installed the part on February 13, [redacted] called us on February 15, and reported that the freezer section of the refrigerator was not workingOn February 22, our technician ran an extensive leak test through the sealed systemThe refrigerator/freezer continued to have problems and on March 9, our technician discovered that there was an issue with the capillary tube in the Evaporator/Heater Assembly that was previously installedThe component is extremely fragile and could have been compromised during handling or shipmentA new Evaporator/Heater Assembly was installed and our technician followed up with [redacted] on March 10, to confirm that the unit is workingOur technician confirmed that he had been in constant contact with [redacted] throughout the repairOur technician also reported that [redacted] had mentioned that he had not been using this unit for quite some time due to the cooling issues and has been using another refrigerator to store his foodOn March 15, [redacted] Customer Advocate for Unit [redacted] contacted [redacted] and offered him a $gift card for his inconvenience due to the delay in the repair [redacted] did not accept the offer and requested up to $in food loss and a full refund on the labor and partsWe feel our offer is more than reasonable considering that the refrigerator has been repaired, and the fact that [redacted] already accepted a $in gift cards instead of food loss reimbursementAccording to our records, [redacted] called in on February 15, and requested food loss reimbursementHe was informed that he did not qualify for food loss and he accepted a $gift card instead which was issued on February 15, [redacted] then called our Customer Solutions team on February 22, and requested food loss reimbursementHe was reminded that he did not qualify for food loss without warranty coverage; however, for customer satisfaction was offered an additional $gift card instead of food loss reimbursement and he accepted the offerWe researched and discovered that due to an error, the gift card was not processed and we issued the gift card on March 16, [redacted] should receive the gift card within business daysWith that being said, since we have addressed the concerns, brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

I bought a dishwasher from Sears with the extended warrantyA month ago it started not washing dishes properlyI called in, first tech appointment was cancelled, finally got an appointment time, a tech come outHe replaced the control panelHe left, washed the dishes and the they still came out dirty, nothing was touched on the top shelfThey cancelled the next, rescheduled itSame tech comes outSpends an hour hereHe fussed that the water in the dishwasher was still cold after starts, but a) he never ran the hot water in the sink first like we were told b) he got no errors on the computer for the hot water element and c) my hot water heater seemed to be working fineGOt an error on the door for the soap, but yet when it ran it opened so that was a errorTold me I should go back to using the gel packsI had switched to liquid for one cycle because I thought maybe the soap was the issueHe then complains and said he should have only been here for minutesThen said there was nothing wrong with the dishwasher, it was "operator error"Ran the dishwasher the way he instructed, dishes still came out filthy and NO WATER reached the top level(I inverted a bowl on purpose to collect waterIt was bone dry.) I called Sears back, they were supposed to send another tech that dayAfter three phone calls, they finally scheduled the next tech for SaturdayCancel plans for Saturday so I can be hereGet a phone call at 11:that the tech called in sick and they needed to rescheduleNew appointment is for Tuesday from 8-I reworked all of my appointments that day and had my dad take off so he could be here(He lives here as well and I was hoping that a man could deal with the tech better than the "operator" the first tech said didn't know how to run a dishwasherGot a call at 7:AM and an email telling me that the tech was on his wayAt 8:I get another email telling me that the tech has been rescheduled between 8-PMI called to find out what the issue was, that was a very large window to expect me to sit at home when I'm supposed to be at workI called the Customer Solutions Line and gave my case numberBernie transfers me without saying a word to another departmentThat department transfers me backThe manager there said that the new window is 1:This is an ongoing issue of them cancelling, not following thru, not fixing the issue and reschedulingThey have now cost me days of work, my dad a day of work and a lot of headacheAfter being talked to rudely by the technician and having to go around in circles to get things scheduled I'm beginning to wonder if after years of doing business for appliances with Sears, they have lost their touch with appliances and maybe I should start looking at [redacted] or [redacted] There are options out there

Complaint: [redacted] I am rejecting this response because: I am still not satisfied with the amount offered I would like that amount increasedI do not believe the representative heard my concerns and addressed them appropriately She would not allow me to speak with a supervisor either I thought this was extremely rude Sincerely, [redacted]

October 26, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding a recent service call for her washer It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her washerWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we have forwarded Ms [redacted] concerns to the appropriate management team for further review Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance After reviewing Ms [redacted] service orders, [redacted] with [redacted] agreed to issue the requested refund Accordingly, a refund request for $was submitted on October 26, 2016, so Ms [redacted] should see a credit post to her [redacted] account ending in [redacted] in the next five to seven days With that said, since we are providing Ms [redacted] with her requested resolution, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

May 19, class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the multiple repairs on her washer Upon receiving [redacted] complaint, we have reviewed her service history and can understand why she was frustrated with her experience We would like to note that Ms [redacted] previously filed a Revdex.com complaint under complaint# [redacted] where she posed a similar concern with multiple repairs We told her at that time, and would like to reiterate again, the she has not yet had functional failures which would qualify her for a replacement under its Master Protection Agreement (MPA) Ms [redacted] has had a MPA check on 7/25/which does not constitute as a functional failure She had repair on 8/01/where no parts were replaced and the technician instructed Ms [redacted] on how to properly clean the dispenser regularly This visit would not constitute as a functional failure Repair completed on 12/02/is considered as a functional failure as the wire harness was bad Repair has not been scheduled for 1/19/where several parts are to be replaced and this is also considered a functional failure We apologize that her washer has failed again and is currently awaiting parts for replacement After this repair, that will total functional failures under her MPA While we understand that she is dissatisfied with her washer, the fact remains that she does not qualify for a replacement under the MPA and will need to continue with repair under the terms of her MPA Because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

November 7, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Rachel [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the multiple repairs on her refrigerator and that it has failed again with the same issue Upon receipt of Ms [redacted] complaint we reviewed her purchase and service history related to the refrigeratorAccording to our records, Ms [redacted] purchased the refrigerator on May 27, and it was delivered on June 6, Ms [redacted] mentioned in her complaint that she purchased a year protection agreement to cover service; however, our records indicate that she purchased a 3-year protection agreementFurthermore, our records indicate that we completed 2service orders on her refrigeratorAs clarification a service order can take more than one visit to complete since the technician may order parts and then return to install the parts In Ms [redacted] case, on November 17, our technician assessed the refrigerator, added dye dryer (to find possible leaks) and checked the psigHe returned a few days later on November 21, and was able to locate the leakHe ordered the necessary parts and returned on November 26, to install the parts; the refrigerator was operational and the first repair was completedWe did not hear from Ms [redacted] again until August 12, when she reported that the refrigerator was not cooling againOur technician assessed the refrigerator on August 22, and ordered several partsHe returned on August 29, to install the parts; the refrigerator was operational and the second repair was completed Ms [redacted] mentioned in her complaint that the refrigerator had recently failed again; however, the protection agreement that she purchased expired on June 6, and she did not renewSince the refrigerator is no longer under the manufacturer’s warranty and the protection agreement has expired, it has no coverage for service and it is a consumer’s responsibility to pay for any repair serviceWe contacted Ms [redacted] and advised her that the refrigerator does have a year manufacturer’s warranty on the sealed system onlyWe offered to schedule service and cover the diagnostic fee in order to determine if the sealed system had failedMs [redacted] stated that she had the refrigerator repaired by a local service providerWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com

face="Times New Roman"> July 14, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Via: 1st class US Postage Dear Ms [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Ms [redacted] I have confirmed that the HVAC project has since been cancelled and the financing has been voided as well At this time, we respectfully request that you close your file On behalf of SHIP, please know that we value Ms [redacted] as a customer and appreciate her patronage If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]

April 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL class="InsideAddress"> [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order that was canceled and his request for a refund [redacted] , Store General Manager for [redacted] ***, provided the following response: It is unfortunate that we failed [redacted] expectations as we value his patronage and we can understand his frustration with the delay in receiving a refundWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter we have processed a refund accordinglyFor [redacted] records the return receipt number is [redacted] [redacted] can expect to receive a credit of $back to his [redacted] account ending in [redacted] within to business daysAdditionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, since a 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Cancelled order without explanationI think it's due to a price mistake and they made the error

(The consumer indicated he/she DID NOT accept the response from the business.) Dear Ms [redacted] , Please note that this complaint was written when dishwasher was not yet deliveredSince then, the dishwasher was deliveredA $reimbursement for the cost that I incurred due to double installation contract was madeHowever, since delivery, several issues have emerged which have not been resolved: 1) The dishwasher was delivered damaged 2) This order was placed on August Sears advertized an 18% Cashback on their affiliate www.shopathome.com on August 31stI placed the order of this dishwasher on this day solely to take advantage of this offerCashback sites such as shopathome.com offers these rebates/cahshback in cooperation with merchants like Sears when consumers like me click through their website to arrive at Sears website to make the purchase Now, due to non-delivery of the dishwasher on the scheduled day, this order is not recognized and shopathome has responded to me that Sears is refusing to provide 18% cashback since this is now being treated as different orderUnder the circumstances (if the delivery was made on scheduled day and no new order was created), I would have received 18% cashback (=$90) savings which I had planned and anticipated this savings while placing this orderI placed this order just to take advantage of this $savings (=18% cashback) which was being offered by Sears through shopathome.com I am asking that at a minimum, I should be refunded this $cashback which I had planned and anticipated through a bank check, knowing all the trouble that I had to go through with this order and I also received a damaged productI am enclosing below a Snapshot of 18% cashback advertizement by Sears Thanking you, Sanjay [redacted] (Sears 18%.png)

August 3, Nita Virghes Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Anthony [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records show that on July 10, 2016, we issued a gift card refund of $to Mr [redacted] and sent an email to inform him Mr [redacted] may reply to our email if he has any further questions about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] [redacted] Ext***

January 8, "Arial","sans-serif Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com website Dear [redacted] This letter serves as an update regarding the above-referenced matterI have been in correspondence with Mrand Mrs [redacted] SHIP’s district office confirmed the storm door was in and is ready for installationAn appointment was scheduled with the [redacted] s for 12/30/However, once the installer arrived to install the storm door, it was discovered that the frame needed to be replaced as wellThe installer was not able to complete the storm door installation, but was able to reconnect the [redacted] s’ alarm for themAn order has been placed for a new frame and the frame is expected to be shipped from the manufacturer on 1/18/Once we receive the frame in our warehouse we will be able to coordinate and schedule the installation with the [redacted] sI will continue to update you further as necessary Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] ***, or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]

"The Reason Sears Doesn't Want Their Customers To Record Their Conversations" is because they might be caught lying, Here is the interaction I've had with the company since my first comment identifying Sears as a defunct companyFrom: Dana[redacted] @searshc.com To: thebudgetminder Subject: FW: Sears Corporation is a defunct entityDate: Fri, Sep 13:16:+Hi Ms [redacted] ***, We are in receipt of your complaint and I just wanted to clarify a few thingsWhen it comes to informing you that we are recording calls, we are obligated to tell you that for legal reasons, but the only reason we are recording is for training purposesAs such the recordings are not kept for any great length of time and they are not recorded to somehow present in court to show how a customer may have interacted with usEach agents team manager randomly listens to those calls and then provides feedback to the agencyAdditionally, we send internal feedback to team managers about their agents when we get information from our customers that sounds as if there may have been something done by the agent that was not professional or against our policies and proceduresFor those the manager also goes back to the recordings if they are still available to see what coaching the agent might needSo again, it is just to improve our customers’ experienceIn your case, if you are recording a call, you are doing so not for training purposes but because you envision somehow using this against usHowever, if our agent does not give permission to be recorded, then you should cease recordingBecause anything recorded after that would not be admissible anyway and you run the risk of having the call disconnectedAs for your service call, the first call was not completed because the tech was sick and they were unable to switch the call to another tech as there was no availabilityUnfortunatley, when they were trying to reschedule you, you must have said something about a class action lawsuit and led them to believe you just wanted a tech out to confirm the washer was somehow defectiveSince the tech is not equipped to handle that sort of confrontation, they canceled your service callI looked at I don’t see any known issues documented for your washer, and I don’t see a class action suitI did find a class action suit that involved [redacted] manufactured washers under the [redacted] and [redacted] brands, but I believe the washer you have is a [redacted] branded item that was manufactured by **At this point if you still would like Sears to service your washer, and you agree to provide the technician with a safe and harassment free work environment, I could see how soon we could get a tech outBe aware that it is a holiday weekend, so there are many that will be out (in fact I am sporadically checking my email but off today until Tuesday)It is very probable that the soonest we could come out is next weekThe other concern is that we show in you refused to pay your minimum fee of $on a refrigerator service call, which is considered theft of services If we reschedule you, and you decline our estimate this time and again refuse to pay our technician, we now have a system set up to bill you and if you don’t pay it goes to collectionsI will say that if you decline the estimate and pay the tech, I will remove the record regarding the previous non-paymentIf you accept the estimate and pay for the service, once it is complete I would be willing to provide you with a 20% refund off of the total price you paidSo let me know how you would like to proceed and we’ll see if we can honor your requestThanks, Dana From: thebudgetminder To: dana[redacted] @searshc.com Subject: RE: Sears Corporation is a defunct entityDate: Fri, Sep 08:56:-OkayBut, without my recordings I wouldn't be able to demonstrate that my 8/30/appointment was never really scheduled, which probably explains why it was ultimately never fulfilled, leaving my sitting around waiting for a technician for hours one afternoonAlso, I wouldn't be able to demonstrate that the agent who hung up on me when I asked to speak to a supervisor, even though she documented that I hung up on her, never actually scheduled an appointment for 9/2/Evidently, that appointment was scheduled by Melinda upon my next call, but then immediately canceledAnd I would not be able to demonstrate the 17+ calls I've made, or were transferred to, with the Sears phone number, 800- [redacted] , given to me by a local Store Manager, where I was told, by message on my voicemail, I would reach the legal department that could explain why the 9/2/appointment was immediately canceled without a stated cause, leaving me with personal and financial repercussionsWithout my recording I wouldn't be able to demonstrate that you even lie to your own employeesI had to cancel an airbnb reservation and your companies antics has interfered with an investigation I have to begin for Judicial District 7, negatively impacting my incomeSo, I contend that your "training" methods are ineffective, unless they are designed to coach your employees on how to effectively lie, transfer people around and play time consuming games with your customersWhat is most frustrating is that Melinda, the one who seemed the most respectful of all the agents I encountered was actually an effective phonyAnyway, I have my recordingsYou have yoursLet's see what happens with the voicemail from your Store Manager and multiple other claims that I will be contacted by a District Manager to get this all straightened out in order to accomplish the repair to my 3rd in a row defective washing machine from Sears; the 2nd to replace the 1st and the 3rd to replace the 2ndMy recordings have your "trained" representatives giving some pretty bizarre, yet few consistent, details, which might explain why the local Sears store had an empty parking lot and no customers in the store when I visited it at around 4:pm, and was closing at 7:pm when I called back the following dayI'll post your response and my reply, in anticipation that I will be able to post in the future that ALL MATTERS RESOLVED SATISFACTORILY, eventuallyThis is all I have time for right nowI'll add more later, if necessaryI look forward to speaking to the District ManagerThanks, for your inputBrenda From: Dana[redacted] @searshc.com To: thebudgetminder Subject: RE: Sears Corporation is a defunct entityDate: Fri, Sep 15:22:+Hi MsSt John, I did not indicate that a district manager would be contacting you, and I am not aware of one that will beAnd as far as our legal department is concerned, they do not deal with customer issuesSo unfortunately if someone directed you there, it would go nowhere as they deal directly with attorneys and even then it is usually in writing at the beginningSo my offer remains that I am willing to set service under the conditions I mentionedIf you accept that, I will schedule it; otherwise, I do not show that any other service is scheduledAnd considering we have on file your refusal to pay, or theft of services, from a refrigerator service call in 2011, I do not believe we are obligated to provide you with a service call at all under the circumstances (and also since you are not covered under any warranty or service contract)So perhaps you might consider contacting another service provider since we obviously do not meet with your satisfaction and there is no reason that you would need to have Sears alone perform the service callThanks, Dana From: thebudgetminder To: dana[redacted] @searshc.com Subject: RE: Sears Corporation is a defunct entityDate: Fri, Sep 23:18:-First of all, I told nearly every representative I spoke to on Tuesday and yesterday, that I had an investigation to start todaySo, I was too busy to read entirely through your initial emailHowever, now that I have a little time, I will reply to a few pointsI never said you mentioned a District Manager would be callingIf you read closely based on the voicemail I received from your store Manager in Grand Junction I said "Let's see what happens with the voicemail from your Store Manager and multiple other claims that I will be contacted by a District Manager to get this all straightened out in order to accomplish the repair to my 3rd in a row defective washing machine from Sears; the 2nd to replace the 1st and the 3rd to replace the 2nd." If you like, I'll be happy to play the "recordings" for youIf you have a recording, I recall politely mentioning the class action law suit (of I'll be happy to send you more details), contending that I shouldn't have to pay for the repair of a washing machine declared defective, but at that time was willing to download the 20% off coupon mentioned by the representative on 8/But, now that Sears' irresponsible representatives failed to let me know not to sit around my house for hours waiting for someone to come out, and when the appointment was going to be rescheduled in another days, instead of being put in the queue immediately after appointments scheduled for 8/30, and still isn't repaired, now that I have to leave town, I shouldn't be expected to pay for this kind of treatmentFeigning the scheduling of appointments, not letting me know that one was being canceled, not even actually scheduling another, and scheduling one more only to be immediately canceled., are all passive aggressive and micro aggressive actions against a customer, for whatever excuse you may have for doing itThen, refusing to get someone out sooner than four more days, and then refusing to get someone out at all, is more of the sameYou and your representatives have been deliberately jerking me aroundI am very pleasant around polite and respectful peopleI just don't back down from bulliesAnd that is what you and your representatives areI just feel sorry for your store manager in Grand Junction, who had to take the wrath of what the rest of you were doingHe is the only one I would consider apologizing toAs far as a $charge I didn't pay in 2011, I don't recall everything about that incident, but if I remember correctly there was another situation with a failed scheduled appointmentOtherwise, the only thing I've purchased from Sears that required service is the washing machine: the first defective unit that got replaced by the second defective unit that was replaced by the third now broken down unitSo, if I didn't pay $65, it was probably because I was told I wouldn't have to pay, and one of your dishonest employees made a claim about me in the recordsIf your technician came to my house, Sears had my address and could have billed me, if it was a legitimate chargeSo, don't make erroneous assumptions about meYou know, if Sears effectively "trained" their representatives, customers wouldn't feel compelled to record phone conversationsAt this point, Sears has gravely damaged its credibility with meI'm going to be honest with you, which is more than I can expect from the Sears Repair and Customer Service departmentsAfter all of this, I'm not paying for another afternoon of waiting around, especially after wasting an entire afternoon and an evening after that, an now another night of dealing with thisI was willing to accept the 20% discount for the 8/appointment, but I'm not anymoreWhat I want is a Sears technician to come out and politely service my washing machine by repairing it, or respectfully let me know if I have to purchase another machine, because of a lack of quality in the one I currently ownI don't want to have to pay a dime for it at this pointAfter titling my next posting on the Revdex.com website "The Reason Sears Doesn't Want Their Customers To Record Their Conversations" is because they might be caught lying, accompanied by all our correspondences, if the machine is repaired, I will gladly post a message that says Sears resolved my problem to my satisfactionI will be working all next week and won't be available to wait around for another service technicianSo, enjoy your holiday weekend and then respectfully and politely let me know how you would like to proceedI will keep an eye on my emailRegards, Brenda From: Dana[redacted] @searshc.com To: thebudgetminder Subject: RE: Sears Corporation is a defunct entityDate: Wed, Sep 19:20:+Hi Ms [redacted] ***, Unfortunately since you have indicated that you will not pay for any service, you are not covered by a warranty or service contract, and we do not see any recall or class action law suit related to your existing model , we do not accept your business under those terms and would recommend that you contact another service providerIf you do have details on the class action suit or recall that you mentioned, feel free to send these over and I would be happy to review to see if they would provide you with any covered serviceThanks, Dana From: thebudgetminder To: dana[redacted] @searshc.com Subject: "The Reason Sears Doesn't Want Their Customers To Record Their Conversations" is because they might be caught lying, Date: Mon, Sep 15:49:-Hello Dana, I'm not sure what you didn't comprehend about the fact that I wasn't going to be available last week, because of my duty to investigate a case for a local judicial districtHere is the information on the class action settlement for the defective machines sold to me by Sears: federal court authorized noticesFor more information: [redacted] In re [redacted] CorpFront-loading Washer Products Liability Litigation Class Action Administrator [redacted] Philadelphia, PA for CLAIM #: [redacted] CLAIM #: [redacted] To replace the two defective machines I purchased, I was falsely told the current defective machine I own was an improved version of the previous twoBurnt once, shame on youBurnt twice, shame on meBurnt thrice, I must be an itActually, the process for resolving the issue with the two other machines took so long that I couldn't just get a refund and go somewhere else and buy another machineNow, I'm stuck with a third defective machineI have to leave town again for my investigation on ThursdayI need some clean clothesI want Sears to do the right thing and fix this machine, at no chargeNot only is it leaking water and compromising the floor beneath, it intermittently won't turn onNot being able to turn the machine on happened a couple times a while before the leak appearedWhen I can afford it, I will purchase another machine, somewhere elseBrenda

March 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her ring, which she claims was left at our store for repair Store Manager [redacted] provided the following response: Our Fine Jewelry associate that assisted [redacted] , [redacted] , remembers speaking to [redacted] about the ring and filling out a preliminary ticket, but once she verbally gave her the possible estimate replace the stones she had missing, she does not proceeding any furtherThere is no record of the ring going into our safe for keeping prior to shipping it out for repairThis leads us to believe that [redacted] did not leave her ring for repairs once she heard the possible cost involvedI (Joe) may be reached during business hours at [redacted] if [redacted] wishes to discuss the matter in a reasonable fashionWhen I tried to address the matter with her previously, she was so aggressive and her speech was so abusive that there was nothing I could doIn light of the aforementioned information, we respectfully ask that this matter remain closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation