Sears Holdings Corporation

Nita ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: Steven Lee *** #
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding Sears Auto Center
Dennis Johndrow, Sears Auto Center, Director, Compliance & Safety provided the following response:
Sears stance on this issue remains unchangedIf the distributor is found to be defective, we will be reimbursing Mr*** for the defective partIf the distributor is found to be operating as expected, there will be no refundSince we have noted our response to Mr*** rebuttal, we ask that this complaint be closed as no further offers are forthcoming
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com

July 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his vacuum cleaner As clarification, the seller Mr*** made his purchase from is not authorized retailer of *** productsAny warranty claims or issues would need to be addressed with that sellerThat said, we have sent a replacement wand free of charge to Mr*** home address as a courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

November
17, 2015*** ***RevDex.com
North Wabash Ave., Ste#2006Chicago,
IL 60611*** * *** * *** ***Dear
*** ***We have
completed our investigation of *** *** complaint regarding the service on her
Pressure
Washer.After
reviewing and investigation of the service history and discussing the issue
with our service department we have authorized a replacement of the pressure
washer in the amount of $*** *** had been informed of this offer and has
been provided with the necessary information for the replacementIf *** ***
is still in need of assistance she can contact the service unit directly at
*** Since it was our understanding that this resolution met with *** *** approval, we have closed our file.We
apologize to *** *** on behalf of Sears Holdings Corporation and 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 SpecialistSears
Holdings Corporation*** ***

Initial Business Response /* (1000, 6, 2015/08/12) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re:***
Dear Ms.***
We have completed the investigation of Ms.*** complaint regarding a
refrigerator purchased from the Sears Outlet in ***
Sears Home Services records indicate that repairs to Ms.*** refrigerator were completed on August 10, Notes from the technician indicate that sealed system restriction was identified and clearedOnce tested, the unit was found to be operating as expectedMoving forward, the next time there are any problems with the refrigerator, I'd like to have Ms.*** contact me directly at 512/XXX-XXXX.Since we have noted that the refrigerator has been repaired and have asked to be advised if another issue occurs, we ask that this complaint be 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 Claims Specialist
Sears Holdings Corporation
***@searshc.com

April 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her missing refund As clarification, *** *** refund check had been issued on March 18, by *** Since there was an issue with the check, the store employee was going outside of procedure in an effort to expedite the refund by issuing it to *** *** accountWe apologize if this made *** *** uncomfortable and for any misunderstanding That said, *** has informed us that they spoke with *** *** and once they verified her address, a new check has been mailed todayWe ask that *** *** allow 5-business days for the arrival of her checkIn closing, we respectfully ask that *** *** contact *** for any further concerns she may have with her lease Again, we apologize to *** *** and 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 *** *** ***

Initial Business Response /* (1000, 6, 2015/07/31) */
Contact Name and Title:***
Contact Phone: XXX XXX XXXX XXXXX
July 31,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear Ms
***
We have not fully completed our investigation of Mr***' complaint regarding his online order and his claim that he did not receive delivery of (15) items, each purchased from different vendors
We apologize for the delay in responding to this complaintSince we have been provided with confirmation that each item was delivered by *** mail aside from items were reported damaged, we forwarded this matter to Sears' Online Business Unit to investigate furtherWe are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Mr*** allow us ten business days to come to a decisionIn the interim, we respectfully ask to have this matter closed, pending the completion of this investigation
We apologize again 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 Consumer Rebuttal /* (3000, 8, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sears.com keeps calling me and not helping meI ask my entire order is refundedThis is beyond ridiculousThe carriers did confirm I got the packages BUT the items in them were empty
Final Business Response /* (4000, 13, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
September 1,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear Ms.***
We have completed the investigation of Mr***' complaint regarding his online order purchases
After researching this matter further, our records indicate that the boxes which were delivered to Mr*** did contain merchandise as the weight recorded was correctAdditionally there were some discrepancies between when Mr*** reported his packages were empty even though they did not show they had been delivered to him yetDue to the nature of the allegations and some of our findings, Mr***' orders are being investigated through our Loss Prevention departmentAt this time we are unable to intrude on their investigation and we cannot share any details of what they might have uncoveredIn the interim, we have noted Mr***' comments 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,
***
Regulatory Complaint Specialist
Sears Holdings Corporation

January 12,
'serif'">
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** ** *** ***
Dear *** ***
We have completed the investigation of Ms*** complaint regarding the repair of her refrigerator
Upon receiving Ms*** complaint, we escalated her concerns to *** *** District Operations Supervisor, who states the following:
I just spoke with Ms***
She acknowledged her frustration regarding her member experience. I told her that although I couldn’t take back the experience, I appreciated her candor and fact that she cared enough to make us aware of our shortcomings
*** delivered the door handle on 12/29/2015. She stated that the refrigerator is not making the noise any longer and would just install the door herself. Ms*** thanked me for my concern
I asked her if it would be okay to send her a $gift card and she accepted. The gift card will be processed and received within 7-business days to the address listed on this complaint. That being said, because we addressed Ms*** complaint, we respectfully request this complaint be closed
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,
*** ***
Regulatory Complaints Specialist
***
***

March 28, *** *** Revdex.com North Wabash Ave, Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** *** *** *** We have completed our investigation of *** *** complaint regarding service coverage for his *** Central A/C unit We apologize for the delay in responding to this complaint*** *** purchased a *** *** ten *** service planThis is a bundled service plan where a customer can have several appliances listed for one yearly chargeThe customer may have to appliances under one planIf an appliance is removed from the plan the customer may select another appliance to add to the plan to bring the number back up to tenBut if they chose not to add another appliance there wouldn’t necessarily be a refund if the number of appliances that remain under the *** plan are still numbered over five We do show that *** *** purchased this plan on January 12, We show *** *** has two separate central A/C units, a *** purchased in and the *** which *** *** states was purchased in when he had an addition added to his homeOur service records show a service history for the *** but no service history for the *** until February 19, when our service technician found that there was a preexisting contamination of the CondenserOur estimate to repair was $with the 25% off parts and labor per the terms and conditions of the *** for non-covered repairs this brought the repair estimate to $*** *** declined this repair and the order was closed We informed *** *** the reason he did not see a refund when the *** was removed from the *** plan and that he does have the choice to add two more appliances*** *** purchased a new central A/C unit and would like this unit added to his service planWe are currently waiting for *** *** to provide the Model and Serial numbers of the A/C and Furnace portions of his new unitWe will also send out a service tech to confirm the working of the new unit to alleviate any concerns *** *** may have regarding the service coverage of the new unitWe have addressed *** *** complaint and explained why the *** was not covered for repairs and at this time are waiting for information that *** *** needs to provide for Sears to cover his new Central A/C unit With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. We respectfully ask that this matter remain closed at this time We apologize again 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 *** *** ***

The best way for me to explain the service I received from Sears is by incident:
I bought a *** French Door frig years agoI bought a master protection planThe plan on Sears web site states more then repairs they will replace the friglolI had nine visits from different Sears repairmen, different repairs, vacation days me and my wife took, and was promised money on our rewards1-We called and the 1st repairman came out and said it was the compressor, ordered parts and left2-Next repairman came out, opened the back of the frig and said it was the evaporator not the compressor, ordered more parts3-Next repairman came out, pulled my frig out like the last one and pulled the waterline outAfter I went and shut the water off downstairs my garage ceiling was damaged and I took about 10'x20' of drywall downAfter this repairman broke my waterline he started welding in back of my frig, burnt the electrical harness off and this had to be re-orderedHere is the funny part, this guy gives me a card for his buddy who repairs waterlines I fixed the waterline myself and didn't put a claim in This guy left me with no frig for keeping the food cold4-Next repair men shows up and replaces the electric harness and puts a valve on my frig to run dye to find where the leak isHe was hoping this would fix it5-Next repairman, removes panels from the front of my frig, breaks parts that rolls the door out from freezer6-Next repairman fix's broken parts to freezer7-Next repairman goes to the front of the frig again and says its the evaporator and dryerorders parts8-Same repairman replaces the dryer and evaporatorAll this time I asked for a new frig, Sears did not live up to their statement online about replacement Sears could of bought me frigs for the money they and I spent in these visitsShame on Sears for their statementsI have to buy a new Treadmill, *** ***, bought my last from SearsWill not buy *** this time because I will never by another product at Sears

Complaint: ***
I am rejecting this response because:
I am only rejecting the response due to the fact that a resolution is not yet reachedMy on;y other option from what I understood was to accept it as being solved and the problem has so far merely been addressed.
Sincerely,
*** ***

October 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - *** ***
Dear Ms***:
We have completed the investigation of Ms***'s
complaint regarding her allegation that she was quoted for an unnecessary transmission fluid change when she took her vehicle in to get an oil change
Upon receipt of Ms***'s complaint we reached out to *** *** Auto Center Manager for Store ***9, to assist with Ms***'s concernsMr*** investigated and reported the auto center uses *** as a guideline for maintenance schedulesAccording to ***, they recommend that the transmission fluid should be inspected every 30,- 60,milesHe then contacted the service department at *** of Pasadena and they recommend replacing the transmission fluid every 30,- 100,milesMs*** stated that the technician at *** *** *** informed her that the transmission fluid is usually changed at 100,milesMs*** stated on her complaint that the mileage on her vehicle was at 55,000, which falls within the guidelines for both *** and *** of PasadenaHowever, according to Ms***, *** *** *** seems to wait until the max allowable mileage before they recommend replacing the transmission fluid
Mr*** stated that our technician made the recommendation to replace the transmission fluid based on what he sawIt is also considered preventive maintenance, and a customer has the option to accept or decline the serviceAs far as Ms***'s request for a refund on the oil change is concerned, we did not find that this was warranted, particularly since we completed the oil change service that she initially requested and approved the chargesAs this decision is commensurate to the circumstances, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
***direct
***@searshc.com

I contacted Sears online to order a refrigerator, after mine diedI thought they would be better to work with then DIY places such as *** or *** ***It has turned out to be a horrible experienceFirst the salesman told me the refrigerator would be delivered in days, when the 3rd day came with no delivery I contacted Sears and found my delivery was scheduled days laterThe automated phone system was hard enough to deal with but then there was no supervisor or manager to talk to once I found this gross error had been made with my purchaseI was told the delivery department would contact me in 24-hours to address an earlier delivery date possiblilityNo call ever cameWhen the delivery date finally came, the interactive delivery window website said I was last of the day and already minutes after my delivery window of 1530-by When the estimated delivery time got to hours later then the delivery window I tried contacting Sears and again and was met with no one to tell me anything but that delivery would call me shortly to give a definite timeI doubt I will hear from them and wanted to warn others of this shotty customer service who blames delivery and then no one at delivery is ever in contact with the customerThis once cherished name in my mind is no moreI will no longer shop at this store and just hope I get a refrigerator ever as I may have to cancel the order and go with a business that surely could not be as disrespectful of their customers time and money

Complaint: ***
I am rejecting this response because:
I have not received a tracking number or the last broken item Why are you closing this and not holding this company accountable? This is what they do! Lori will act sweetly, say that the owner Joe is a really nice guy and will definitely take care of the problem and that Juan is in the warehouse with the product and they will be sending it out today Do you know how many times I have heard this line? Countless Since JUNE!!! Obviously this is an issue for this company because they keep having to change their name because of bad business practices! If you look up this company on line and read reviews (which I wish I had done before ordering), other people have had the EXACT same treatment Again, this is how they operate and they are never held accountable They are scheisters and Sears has fallen for their lies and the Revdex.com is letting that happenIf I had money, I would take them to small claims court but I'd have to fly to California to do it, which is the only reason I have not done this before I have considered this option with Sears too, since their name is on our account as a payee Ultimately, Sears is responsibleTo say that I am unsatisfied is an understatement Neither company is being held liable for this problem and I'm out several thousands of dollars I guess that's not a big deal for some people but it is for us.
I would implore the Revdex.com to keep this open until the matter is complete Otherwise, it's just another lie from the company
Sincerely,
Rebecca ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigerator*** *** Sears Home Services Customer Advocate provided the following response: Sears Home Services records indicate that repairs to Ms*** refrigerator were completed on October 7, 2016, when a defrost kit was installedAfter the aforementioned kit was installed the unit was tested and was found to be operating as expectedWhen contacted on October 10, 2016, Ms*** confirmed that the refrigerator was operating as expected and ended the callAt this time, since Ms*** did confirm that the refrigerator was operating as designed, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

I placed an order for a part through ***.com and was given an order number and my card was chargedThe order does not exist in the system but my card was still charged

Purchased a lawn mower, broke three times within a year with the same issueIt is still under warrentyThis last time they wanted to charge me $to fix itThey stated it is something that is not under warrantyThis time they state, which was read from the store owner where I purchased the lawn mower, it was old gas that was left in the mower which damaged the carburator and float needleThis is impossible since I put the mower in for service and received it back at the end of February, used it one time and it did the same thingIt would start, then stallI put it back in for service at the beginning of MarchWhen gas equipment is shipped it cannot have gas in it, I received it back at the beginning of March I had it out of repair for weeksThe gas that I use I also use in my weedeater(***) and my old mower with no issuesThis is why I say they are lying and do not want to hold up to the fact that the mower is just defectiveI spoke with the repair facility and he could not answer why my other products are working with the same gasI told him to send my mower back that I was not paying the $He then told me I needed to pay $for diagnostic fee, which I refusedI received numerous amounnts of calls from the call center to my house trying to collect the $I was promised phone calls from theOffline Action Department within 24hrs, was still waiting after a weekEverytiime I called the number giving to me thinking it was an escalated callI would get the call center in India, I askedI had to repeat the same story over and over to speak with a supervisorthe last one told me she was going to have it fixed under repair versus service to avoid the feeFew days later my wife receives a call wanting the $I worked for Sears for six years in the 90'sI have purchased thousands of dollors in products prior, from a 33in lawn mower, washer and dryers, diamonds, power tools, hand tools and highly recommended Sears prior to this incidentIt is clear that the corporate division does not want to deal with service or product complaintsI emailed and received that they would have a custmoer service person call meNo one has ever addressed my issue, they stick to the script this is not considered a warranty item

October 19, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding his online order experience It is unfortunate that we failed Mr* *** expectations as we value his patronageWe can understand how the series of events noted 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 avertedFortunately, the refund was reprocessed under three separate receipt numbersAccordingly, a refund of $was processed under return receipt number ***Additionally, a refund of $was processed under return receipt number *** Finally, the remaining $was processed under return receipt number *** The checks should arrive in the mail within to business days from October 14, We hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr* *** concerns and 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

Order #**SSN**my order was scheduled for delivery 9/3/between 1-3pmI recieved automated calls to confirm my appointment3:15pm I called Sears delivery department and was told that the delivery drivers running behind however no exact time frame when the items will arriveI called again this time to the local Sears store where I purchased the items from sales associate Melissa for helpMelissa went on to find out they they had a estimated delivery time of 6:roughly hours after the scheduled time frameMelissa said will call me back after her shift ends to confirm7:30pm I recieved a call from Melissa to confirm that everything went wellSadly to say I did not recieved any items no one from the delivery department cared to let me know that they where not comingShortly after Melissa got off the phone with me I recieved my first phone call from the delivery department stating that somehow due to system error shows that the items have already been shippedThe man apologize over the phone and said will have someone call today 9/4/9/4/roughly 10:30am I did not receive any call backs therefore called their delivery depatment for answersPerson over the phone told me that someone will call me soon to give me a new delivery date and timeToday is 9/6/and I have yet to receive a call from anyone ever since and am still seeking a resolution from SearsI’m really tired of playing these games and not in the mood to sit around all day once again to wait for promisesWe had to shift all of our family plans all day on 9/3/to waitThis is the worst experience I have ever had with any retailerI hope this is not business practice

Complaint: ***
I am rejecting this response because:
I should not have to wait 3-business days for a refundI understand it wasn't your fault the package got lost however your customer service department was already able to see in your system that the package had been lost in transition by the time I made contactI gave the package more than enough to get to me before I contacted the carrier and your customer service department and even after I told your customer service department that the tracking number ups was providing showed the package was dropped off in California rather than maine weeks prior to me even ordering I still had to wait weeks!!! No that's no way to run a business if you can see right in front off you something like that it should be fixed on the spot
Sincerely,
*** ***

April 5,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** rebuttal to the response we provided
We apologize that we did not go into detail in our prior response, but to clarify, the charge for the part was not an overchargeIt was the correct price and the same price that all of our customers pay nationwide for the same part if they have repairs done in their home from our onsite product repair businessWe do not feel there is a reason to provide this part to *** *** for less than every other customer of ours has to pay from this specific business that we operate
The parts we sell through Sears PartsDirect, are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricingThe parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use themAdditionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing itFor example, in the case of electronic controls boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part
When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that partSo if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refundThis retail price then reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some waySome parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expensesIt is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves
In *** *** case, she agreed to our estimate so she accepted the charges and as such, would not be entitled to receive a refund simply because she does not now like the price that we charged for the partWhile we are regretful that she remains dissatisfied, since our position is fair considering again that this is the same price all of our other customers paid that had an “in home” repair for the same issue, we have closed our file
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Team Manager, Regulatory Complaints
*** *** ***
*** ***