Sears Holdings Corporation

Complaint: ***
I am rejecting this response because:
As I pointed out to Sears, even though there's a day window and I did not get the rims to my mechanic for days, Sears and/ or it's holding companies told me to order the wrong rims The rims I purchased from SEARS were guaranteed to fit my Camero Sports Coupe, which they do not I am asking for a full refund because if they had been the CORRECT ones, they would be on the Camero right now
Sincerely,
Kim ***

July 20, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Joyce *** - # *** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding Sears Home Services First, we would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairWe do not take these matters lightly and sincerely apologize for any inconvenience Ms*** may have experienced On July 15, 2016, a Sears technician returned to Ms***’ home and installed the parts that were previously ordered; completing the repair. In regard to Ms***’ concerns with damage to her floor, a damage claim was opened with our third-party claims administrator SedgwickJustin *** has been assigned as Ms***’ caseworker and her claim number is ***If Ms*** has any questions regarding her claim, we ask that she contact Mr*** at (866) 352-extension during business hours or via email at ***@sedgwickcms.com. Per our protocol, once a consumer has been assigned a claim number through Sedgwick, they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Ms***’ damage issue, regardless of the decision made; however, as a courtesy, we sent Sedgwick an email advising that Ms*** has escalated her issue to the Revdex.com. Lastly, our records show that Ms*** is being sent two food loss checks from our Protection Agreement Department in accordance with the terms of her Master Protection Agreement (MPA) purchased on June 21, 2016. She should receive a check for $and $within the next two to three weeks With that said, since we have documented Ms***’ concerns with the repair process and completed the repair to her refrigerator, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist

January 21, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** ** *** Dear *** *** We have completed our investigation of Ms* *** complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her dryerAdditionally, we would like to assure Ms*** 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* *** concerns to the District Service Manager for further review. On January 20, 2016, the technician returned to Ms* *** home to install a new thermostat. Once the new part was installed, the dryer was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Ms*** may have experienced due to the delay in repairing her dryerWith that said, since we have completed the repair to Ms* *** dryer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

November 5, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** *** ***We have completed the investigation of *** ***
complaint
regarding the service she received on her microwave and her request
to receive at least a partial refund.We would clarify that in instances where we put a different
part in, we charge the final price of the part installed and not necessarily
the part that was initially orderedAdditionally, the amount we collect for
the pre-payment is designed to cover the cost of our minimum trip/diagnostic
fee and the cost of the partOnce we return we would collect the balance of
the labor owed to install any partIn *** *** case, she prepaid us
$186.94, and when we returned and found the other part was needed, we only
charged her $for the part and $for the laborAs this came to more
than what we had previously collected, she was charged an additional $
After this when *** *** indicated that she installed the part herself, our
billing center refunded her $back to the *** ending in *** We would
always refund in the tender paid and in instances where an account has been
transferred over to another account number, the card issuer would then transfer
any applicable refunds sent to the old account to the new accountIf the
account was subsequently closed and had been paid in full, then the card issuer
would have refunded any negative balance to the card holder.We do see notes after this occurred where *** *** was
asking to be refunded in full and indicated that the appliance was still not
workingIf that is the case, then we would need to send a technician back out
under her 90-day guaranteeAt this point she would not be entitled to any further
refund until we assessed the previous repairIf *** *** would like to
schedule this, she is welcome to call me at ***In the interim, since
we have only retained the cost of the part we sent her, and our non-refundable
minimum trip/diagnostic fee, we have closed our file.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,*** *** *** *** *** *** *** ***

September 13,
12pt;">Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Cassey *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her washer repair First, we would like to apologize to Ms*** for failing her expectations in regard to her washer repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we reviewed our service system and found that she was scheduled to have a technician return to her home on September 12, 2016. On September 8, 2016, Ms*** cancelled the appointment. Member Advocate Tina Falconer was able to reach Ms*** on September 13, 2016, to see if she wished to reschedule and Ms*** advised that she did not wish to proceed with the repair; she planned to repair the washer herself. With that said, since we have documented Ms***’s concerns with the repair process, and it is our understanding she no longer wishes assistance with her washer repair, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

June 24,
0pt" class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** complaint regarding his tractor
We have reviewed Mr*** complaint and apologize that his mower has failed sooner than expected. Because the tractor is so new and already experiencing issues, our offices have agreed to replace the tractor. We have rung exchange salescheck# *** and delivery has been scheduled for Monday, June 27, 2016. That being said, because we have provided Mr*** with his requested resolution, 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
***
***

Initial Business Response /* (1000, 5, 2015/05/26) */
Contact Name and Title: *** ***
May 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** - # XXXXXXXX
Dear Ms***
We have completed the
investigation of Ms***'s complaint regarding her washer repair
First, we would like to apologize to Ms*** for failing her expectations regarding her washer repairUpon receiving Ms***'s concerns, we contacted the local service unit for assistanceThey were able to move up Ms***'s appointment to May 21, On the day of service, the technician examined Ms***'s washer and found a pillow case stuck between the basket and the outer tubHe was able to remove it and restore the washer to proper working orderSince Ms*** indicated that she was satisfied with the repair, 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

My 12-year-old *** hot water heater, purchased from Sears in Anderson, SC finally gave up the ghost on 7/13/ After doing some online research, I returned to the above Sears that same day to purchase a ** Geospring 50-gallon electric hybrid water heater on sale for $plus tax The Sears website had touted “Free Local Delivery on Appliance Orders Over $399! Items Sold By SearsExpires on 7/30/2016.” This site also stated: “GET YOUR NEW WATER HEATER FAST! Same day/next day installation is available…” A further cofor this water heater stated that it was eligible for a $rebate from *** Energy, my particular electricity supplierBecause Sears did not stock this ** model, it had to be shipped in OK … understandable I indicated that I would also need installation and was sold a plan for an extra $ I was told by the salesperson that my new water heater would arrive at the Sears store sometime on 7/20/and that delivery to my home, about miles north of Sears, would cost an extra $ When I reminded him of the free delivery promo on their website, he indicated that it was ‘not available’ but that the water heater could also be shipped to another Sears store about miles north of my home I elected to pithe appliance from the Anderson Sears On arrival home, I returned to the Internet to research the steps necessary with *** Energy to apply for my rebate, learning that the installer was the entity to file the paperwork for my rebate after proper installation and that the Sears installation contractor was not on the Duke-approved list On calling and speaking with a *** Rebate Customer Service Representative, I was told that, if the installer were licensed and willing to complete the rebate process, an exception could be made I called the installer who flatly stated he would not do that! I spend several hours over the next couple of days locating an installer that was Duke-approved and would be able time-wise to do my installation Bottom Line: Thank youSears, for the 25% price reduction on this high-efficiency appliance, but NO THANKS on your apparent advertising and atrocious customer service!

I would like to commend Ashley in the Sears Holding Corp I had a problem with being charged for a delivery that I was not suppose to be charged for I spend almost hours on the phone and spoke with different people on 12/15/and did not find one person who helped me So on 12/16/I decided to call the Holding Corp and I got a person by the name of Ashley She was very nice and took care of the problem for me which I greatly appreciate and recommend if you have a problem at Sears call the Holding Corp

Nine days ago I ordered a Ab Coaster through Sears.com for a Christmas present for my wife The Ab Coaster comes in the Max, CS1000, CSand now a newer version The CSis a heavier version than the max with inch running blades rather than inch blades on the Max I ordered the "Tri-Star Ab Coaster" that shows a photo of the CSsince it is more sturdy than the Max and at the extra cost Today, Decat 2:30pm I receive the Max via *** This cost me $for a model that I could have purchased on Amazon for $with no shipping charges or taxes This is one of the most blatant bait-and-switch examples I have ever seen Sears got me once but never again Their advertising is vague on purpose Showing a photo one item and then sending another is classic bait-and-switch Considering the time frame, it is too late to send it back and make an order on Amazon before Christmas day so I am stuck with the Max for a gift I have heard that Sears is about to go under and I believe it

Initial Business Response /* (1000, 5, 2015/06/09) */
June 9,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** ***
Dear Ms***
We have completed the investigation of Mrs***'s
complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for a cancelled sears.com market place order
It is unfortunate that we failed Mrs***'s expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have confirmed that a refund of $was issued to Mrs***'s MasterCard account ending in on May 27, Mrs*** is welcome to contact me if she has any further questions about this issue or her refundAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future she will allow us the opportunity to provide her 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 possibleWe respectfully ask to have this matter closed since we have noted Mrs***'s comments and the requested resolution has been provided
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
XXX-XXX-XXXX
X-XXX-XXX-XXXX ExtXXXXX

January 6, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his dryer repair It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his dryerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. *** *** with *** was able to work with our Routing department so that Mr*** would be the first appointment on January 6, 2017. Once the repair was completed, Ms*** spoke with Mrs*** and confirmed that the repair was completed to her satisfaction. Mrs*** indicated that her main issue was with the customer service she received when she spoke to various agents regarding the previous appointments. Ms*** provided her with a direct number to the unit so she would not have any further issues contacting someone for assistance with a repair As a conciliatory gesture for the delay in completing the repair, we have purchased a one-year extension on the Master Protection Agreement (MPA) carried on the dryer; the coverage now expires on August 30, 2020. If Mr*** has any questions regarding the MPA, he can call our Protection Agreement department at *** ***In the interim, since we have documented Mrand Mrs*** concerns with the repair process and completed the repair to his dryer, albeit later than expected, we ask that this matter be closed Again, we apologize to Mrand Mrs*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

Initial Business Response /* (1000, 10, 2015/07/06) */
Contact Name and Title: Eligia ***
Contact Phone:
July 6,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re:*** - Antonio ***
Dear Ms
***,
We have completed the investigation of Mr***'s complaint regarding his online order
It is unfortunate that we failed Mr***'s expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the online order, we found that Sears Online Solutions re-processed a new refund check of $The check was sent to Mr*** on June 30, 2015, and he should receive this refund shortlyAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted Mr***'s concerns and 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,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation

Contact Name and Title: MELISSA ***
October 5,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: Mary *** - #
Dear Ms***:
We have completed the investigation of Ms
***'s complaint regarding her washer and her request for a replacement
First, we would like to apologize to Ms*** failing her expectations in regard to the repair of her washerSince Ms***'s washer was deemed un-repairable, our office processed an authorization under Ms***'s Master Protection Agreement (MPA)Based upon the features of Ms***'s current washer, it was determined that $would provide her with a comparable replacement under her MPAAn email was sent to Ms*** on October 5, 2015, explaining the replacement processAs stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs*** will need to provide the telephone number on record, (704) 752-3989, to verify the replacement authorizationThe new washer will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer's warranty; then continue to provide extended coverage until it's expiration on March 22, Lastly, another $laundry reimbursement check has been processed for Ms***, bringing the total amount to $($was previously issued on September 22, 2015)With that said, since we are providing Ms*** with an equitable resolution, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

Nita *** Revdex.com North Wabash Ave, Ste*** Chicago, IL
align="left"> Re: Richard D *** #*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Sears Home ServicesWe have processed a refund of $64.13, the amount was paid to Sears Home Services on August 4, The refund should post to his Visa ending in within the next business daysSince we have provided Mr*** with his desired resolution, we ask that this complaint be closedWe apologize to Mr*** 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

I purchased a kayak on 9/and did the in store pickup option I received my email and text message that my product was ready to pick up on 9/ I went to pick up my kayak on 9/ When I went to the store to pick it up I swiped my credit card in the automated machine and my pickup started to process After min a clerk comes out of the back and asks what I ordered and I told him it was an orange 8ft kayak About min later a manager comes out and tells me they do not have it She says they have one more truck delivering later that day between and and I should call back I took their info and I gave them my name and number I noticed that my order on the automated screen now said my order was complete even though I didn't receive my kayak I called back around 5:that evening and my kayak was not on that truck I called sears customer service right after that The lady at sears customers service told me she was showing that is should be delivered later that night I asked her to update my order so it does not say that my item was picked up She then informed me that was done and I would receive an email within hrswith the update Friday 9/came around and no emailI called the store at 9am and they still don't have my kayak I call sears customer service line back and tell them the situation The man I talk to informs me he is showing my order never shipped (even though I got my message to come pick it up days before) He calls the shipping department and runs a scan on the order and they just plain can't find it, they have no idea where it is at I also tell him my order still says it has been picked up even thought the lady last time told me she changed the status He then tells me the same thing that I will receive an email within 24hrs with an updated status of exactly when I can pick my order up Saturday 9/comes around and once again no email I call customer service at 11:30am I tell them I want an update on the spot or I am canceling my order She has no update so I tell her to cancel the order She transfers me to someone else and this lady tells me I will receive an email within 3-days with my order cancelation and I tell her this is not acceptable So far I have not received a single call or email I was supposed to so of course I didn't trust that She told me that is all she can do for me I finally get a order cancelation case number out of her that I write down I then tell her I want to speak to someone about compensating me for the half day of work I took off to pick this kayak up She tells me she will let someone know and I will get a call within an hour I tell her I don't accept that and I want to talk to someone right now She repeats herself and wont accept that I want to talk to someone right then After some back and forth I get off the phone with them and wait for my phone call It is now 9/and I have yet to receive anything I am waiting just hoping I actually get my money back but so far not a single thing sears customer service has said has been trueI cannot believe such a large company has such a terrible customer service center I have never been lied to so much by a company

September 29, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Duct Cleaning First, we would like to apologize to Mr*** for failing his expectations in regard to a recent duct cleaningWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we forwarded the matter to *** *** with Sears Duct Cleaning. Ms*** subsequently contacted the local office for assistance. After obtaining a copy of the repair invoice and a signed Customer Release Form (CRF), the local office issued Mr*** a credit in the amount of $on September 28, 2016, which should post to his account in the next week Since we are providing Mr*** with his requested resolution, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services*** *** Sears Home Services, Support Specialist provided the following response: Sears Home Services records indicate that a technician was dispatched to Mr*** home on October 13, to check on his washerThe technician found that a shorted computer control board was tripping the circuit breaker that provided power to the laundry roomWhen presented with an estimate to repair the washer, Mr*** declined further repairsWe apologize for the inconvenience Mr*** noted in his complaintSince we have noted our response to Mr*** complaint, we ask that this complaint be closedWe apologize to Mr* *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

July 13,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms*** We have completed the investigation of Mr*** complaint
regarding the problem he encountered when he attempted to return an online order at the Sears store
It is unfortunate that we failed Mr*** expectations when he recently attempted to return a pair of shoes that he ordered onlineWe apologize that the store associate was unable to complete the return due to complications with the system and did not take further action to assist Mr*** since the return was clearly within the day return periodWe reached out to *** ***, Store Manager for Store ***, to assist with Mr*** concernMsKennedy confirmed that she contacted Mr*** and that he returned to the store to complete the process on July 10, Since we have provided Mr*** with his desired resolution, 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
*** *** ***

I had contacted Sears service department during the 2nd week in August, concerning replacement of the panel covering the controls on my dishwasher I informed them of what exactly needed repair, yet when they arrived they did not have the part, and now first needed to order itThe part arrived ~ wk later I contacted the service department telling them the part had arrived and to schedule a date and time to install it It was confirmed that they would be here Thursday Sept 8th between am -12pmA message was even left on my answering machine reconfirming the time and date I waited all day, no repairmanNO phone call I phoned Sears service department multiple times, received a different story each timeThey all tried but were unable to contact the technicianI was told to "continue to wait, he will be there" My last phone call to Sears service dept was after pmI finally had them patch me to a supervisor, Jaden ID# : ***He told us the technician claimed to have phoned me and that I told him the part never arrived, so he never cameI was NEVER contacted by the technician ID#: ***This 'service' is TOTALLY unacceptable The technician NEVER contacted us The ENTIRE experience is absolutely NEGATIVEThe presumed next date of service is Sept 12th btwn 8-12pm I seriously doubt this will occur and I'll loose another day waiting for the repairperson to show