Sears Holdings Corporation

Complaint: ***
I am rejecting this response because: The statements from Ms*** are falseThe reason why I was forced to file a complaint with the Revdex.com is because I have left Ms*** voicemail messages asking to speak with her regarding this situation and she never respondedThe only time I have spoken with her was after filing this complaintOn the day of the carpet cleaning I reached out to the Sears Buffalo Grove office and left messages to speak with someone regarding this issueI called every day starting Monday 10/until 10/when finaly Steve returned my callHe said that because my mom had agreed on the services and signed the invoce the only thing he could do is give me a credit of $for carpet cleaning services which I could use up to one year from nowHe did not want to discount the price of the carpet cleaning that was done, the only option I had was to pay $and get these coupons to use on up to rooms of carpet cleaningI told him I did not want to pay the $because I had agreed on $He recommended I call Ms Rhonda ***, which I did every day practically and left her voicemail messages asking her to call me to resolve this issue.
The reason why I'm rejecting the offer of the credit is because it is first of all for services which, in all honesty I really don't want anyone from Sears in my home again, and the second reason is because they did not honor the contract/agreement they had with meMy name is on the invoice and so is my cell number which the service man called me on hour prior to coming to my homeWhy didn't he call me again and try to sell me $worth of carpet cleaning? Was it because it was easier to sell it to a year old vulnerable elderly person with a slight language barrier?
Sincerely,
Maria ***

*** *** 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 and scheduling a service call to repair his dryerIt is unfortunate that we failed Mr*** expectations when he called Sears for service on his dryerWe value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr*** that the concerns noted in his complaint 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 Mr*** 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 records reflect that a new ignitor was installed during a service call completed on Friday, January 22, At this time, since we have noted 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 ***

January 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** * *** *** *** *** We have completed the investigation of Ms*** complaint regarding her
dissatisfaction with the delay with our refund process for her cancelled online Kmart order for a treadmillIt is unfortunate that we failed Ms*** expectations when she recently ordered a treadmill onlineWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe investigated and reviewed the delivery notes related to Ms*** order and discovered that the order was not properly closed, and the order indicated that the treadmill was deliveredWe reached out the warehouse and received a copy of the bill of lading indicating that the treadmill was not delivered to Ms*** home but in fact returned to the local Kmart storeAs clarification, a return unit is typically returned to the warehouse and then credit is automatically processedOn January 14, we issued a credit of $to Ms***She should receive a bank check within 7- business daysWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our fileAgain, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** ***
***

October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** * ***
*** *** ***
We have completed the investigation of *** *** complaint
regarding his dissatisfaction with the problems he encountered when he attempted to return the parts order for a refund
On October 27, *** ***, Customer Advocate for Parts Direct, contacted *** *** daughter to discuss her father's concern regarding the parts return*** *** informed her that she is mailing *** *** a UPS return label via regular mail and he should receive it within business days*** *** can use the label to drop off the package at any UPS Drop Off locations*** *** also informed her that we would issue a credit for the part(s) once the items are received in our warehouseWith 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 unwarrantedIf *** ***'s issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
Again, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
*** ***
***

I've always had a high opinion of sears until recentlyI had no idea how poorly they choose to do business and the customer reps are horribleI'm June I purchased a washerBy September it started to have problemsI called to have the washer repairedWhen the worker looked at the machine he determined I needed a partUnbeknownst to me the part was on backorderI waited from September to the end of November for the part to finally arriveThe agent advised they would be out to install on 11/A person would assume since a customer has been waiting this long for said part an appointment would be quickly setWell sears doesn't stand by that logicNo tech came out that day not calledI called the following Wednesday and was toldThe agent had been booked for to many jobs and had canceled my appointmentWithout notifying mefine the appoint was rescheduled for todayThe tech arrivesHe goes to install the part and discovers the part is defective! So here we go againAt this point I feel I'm deserving of a new washerIt was only purchased in JuneI speak with an agent who explaines to me I don't fit into any of the criteria that would make me eligibleI was quite puzzled because she explained if a customer has to wait over 28days for a part on back order a replacement can them be orderedI asked her how does that not applyI waited for a part from sept to Nov that's well over 28daysShe says withan attitude well it shows in our system your service call order has been closed out several times while the part was on back orderand so the day clock would only start after the most recent call had been placedThis makes no sense to meI placed no new service call this is the same issueand I've been waiting for the same partSo I asked what now, she says I will ha e to wait until they send another part outThis is crazy why am I being treated like this a purchased a brand new washer and I've just had a horrible experience I'll never purchase anything from hem againI'm assuming since it took
Months for the first part to arrive it will take even longer for the nextI guess sears sees no problem with this

Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
October 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94571267- Michael ***
Dear Ms
***:
We have completed the investigation of Mr***'s complaint regarding his dissatisfaction with the multiple repair attempts on his refrigerator
We have received Mr***'s complaint and after reviewing his service history, we can understand why he was frustrated with his experienceUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one locationWe understand that this can be frustrating when a customer has a situation like Mr***'s, and we are pursuing solutions that will provide better options for our customers when these issues occurAt this time, Mr***'s refrigerator is in the process of being repaired as it has been determined by our technician that it needs a new PCB boardThe part has been ordered and is scheduled to be installed on October 5, Unfortunately, a refund is not an option as Mr*** is well beyond his day return period as this refrigerator was received on December 13, Because we value Mr***'s patronage, we have extended his Master Protection Agreement (MPA) an additional months which means that his coverage ends on September 26, A copy of the extended protection agreement will be mailed to the address listed on this complaintThat being said, because we are in the process of repairing Mr***'s refrigerator, we respectfully request this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Erica ***
Regulatory Complaints Specialist
***
Erica.***@searshc.com

October 4,
*** *** Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms*** We have not fully completed our investigation of Mr*** rebuttal regarding the repair of his tractor and the customer service provided
We have Mr***’s rebuttal and he has requested that his case remains open until the service is completedAs previously stated, the part our technician is on back order from the manufacturer which has delayed the repairOn September 28, we reached out to our Parts Management Team to research the part from an alternative distributor and the part was foundWe re-ordered the part on September 29, and we notified Mr*** that the part is expected to arrive on October 13, Mr*** was instructed to contact us when he receives the part and we will schedule service accordingly
Although Mr*** would prefer us to keep his case open until the service call is completed, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr*** has our written commitment to repair his tractorIf our technician deems the unit non repairable, or if there are any further delays with the part order, then we will authorize up to $1,towards a replacement tractor from Sears as per the terms of his agreementTherefore, we feel that keeping this case open during the interim is unwarrantedIf Mr*** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time
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
*** *** ***

Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Hal ***#
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding Sears Home Services
and repairs to their washer
Sears Home Services and authorized the replacement of Mr*** washer per the terms and conditions of the Master Protection Agreement (MPA) that covered the washerThe approved authorization has been sent to the management team of the Gaithersburg Sears storeAdditionally, an email has been sent to Mr*** advising him of the approvalSince we have approved Mr*** washer for approval, we ask that this complaint be closed
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
Adam.***@searshc.com

January 21, *** *** 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, he feels he was charged twice for and non-receipt of a refund *** ***, Store General Manager for Unit ***, provided the following response: As clarification, Mr*** placed an online order for Store Pick Up at Sears in the *** *** MallAfter reviewing the notes in the order we found that Mr*** had not picked up his order from the storeTherefore, the merchandise was returned to the store stock on July 22, Accordingly, we will issue a refund credit of $However, we are unable to issue a second refund since our system only shows one order and one charge per his *** accountShould Mr*** have any further questions regarding the charges to his *** account, we can only refer him to contact *** directlyAdditionally, Mr*** may contact our store directly at *** ***In the interim, we have noted his concerns and respectfully ask to have this matter closed, pending his receipt of the refund 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

I bought a ring priced at and I paid at their sale of percent off I had the ring appraised and it was worth and I thought I was getting a good buyer bewareWhat makes it so bad all sales final wow

4/13/Sears installed a new water heater, we were to have hot water in hours, no hot waterI call the contracted company Union Plumbing, it takes me minto get through....they don't care the water heater isn't working, I get another 4hr window to wait, this is day 3,they come out to fix the water heater and say it was wired wrong, they fix it, we will have hot water in hr, no hot water, I call Sears Grand Canyon, get passed around and different numbers for me to callI finally get someone who cares at Sear's number...she contacts Sears to send a Sears Techout on SatThe Tech says the last tech throw the breaker, he resets it, we will have hot water in hours, no hot water...I call Sears, talk to the Appliance manager, all he can do is call Union Plumbing on Monand yet another hrwindowI tell the manager to get the water heater out, give me a refund and I will go somewhere elseAt this point I am lividAfter about phone calls and days with no hot water and no one gives a darn I'm at my wits endOh, Sears is suppose to call me Monmorning to tell me when they will remove the water heater, no phone callI call the number again , this operator is disgusted with my treatment....she puts me on hold, after a bit she tells me Union Plumbing will be coming today with yet another hr window for me to waitUnion Plumbing just left, there will be hot water in hrWe shall seeHow can a company like Sears put a customer through days of no hot water and so many phone calls .....this is the WORST service, there is no serviceThey get your money and you have to fight long and hard for them to resolve an issueThis is unacceptableWith all this headache, heating our bath water on the stove, hours of waiting for the hour window, so many calls everyday and being put on hold they have the nerve to send me a 20% discount towards my next appliance purchaseI will never buy from Sears again...I was informed that I was scheduled 5/for the removal of the water heaterSears was going to allow my family to go days with NO HOT WATER.....Well ,they had my money why should they care

September 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 94*** - Bo **
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 Mr** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this order further we found that the initial refund was processed on July 9, The refund was sent via US mail in two separate gift cards for $and the other for $which was shipped on July 13, We apologize for the delay in receiving the refundAdditionally, 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

June 23,
0pt" class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** ** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the repair of her mower
We have reviewed Ms*** service history and apologize for any inconveniences she may have with regards to the repair of her mower. We escalated her concerns to *** ***, District Service Manager who called Ms*** and discussed her complaint. He agreed to send another technician to Ms*** home on June 16, where the mandrel was replaced with no labor charge. That being said, because Ms*** mower has been repaired and is working as designed, 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
***
***

Initial Business Response /* (1000, 6, 2015/09/29) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Ms.*** complaint regarding Sears
Home Services and repairs to her washer
We value Ms.*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home ServicesWe can assure Ms.*** that her concerns have been forwarded to management of the local service unit for review, so future problems of this nature can be avertedWe can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms.*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleOur records indicate that on September 25, 2015, a technician was dispatched to Ms.*** home to find out why the washer was not operating properlyThe technician's notes indicate that he found foreign objects within the pumpThe blockage was removed and the pump was reinstalled and when tested was found to be operating within the specifications set forth by the manufactureAt this time, since we have cleared the blockage found within the pump, 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
***
Initial Consumer Rebuttal /* (3000, 8, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for sending out one of your best techniciansHe provided information on how anything from how anything from undergarments to nails could cause problems with today's machinesVery, very professional...He has taken away some of the stress I had about the situation but never the experience of dealing with the worst employees that work for SearsI would like to ensure that we are never stuck with dealing with a third party as long as we have a Sears warrantyPlease have someone to contact me to ensure that we never go through this type of experience again
Final Business Response /* (4000, 10, 2015/10/05) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL XXXXX
Re: *** #XXXXXXXX
Dear Ms***
We have completed the investigation of Ms.*** rebuttal regarding Sears Home Services and repairs to her washer
The safety instructions at the beginning of the Owner's Manual, provided to Ms.*** when she took possession of her washer, note to ensure that pockets are emptied and checked for foreign objects prior to starting a load of washerMoving forward, Ms.*** can request tech ID #XXXXXX, for service on her washer, to ensure she receives the service she expects from SearsWe have provided Ms.*** comments to the technician's manager to ensure he is acknowledged for the service he provided to Ms.***That said, we ask that this complaint remain 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
***
Final Consumer Response /* (4200, 12, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not only about the repairs being completedI want assurance that my family will never have to deal with another third party company againI am aware of the owners manual and operation of our machine however as it was explained even undergarments can cause this type of situationI am most hurt that your employees would call me a hostile customer as they taunted me on the telephoneThe machine may be fix but damage is done on the drama it has caused on 9/I guess everything will get swept under the rug

March 10,
class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding being rescheduled for repair of her dishwasher
We have received *** *** complaint and apologize that she was rescheduled for the repair of her dishwasher. Our offices escalated *** *** concerns to *** ***, Customer Advocate for unit# ***. *** *** contacted *** *** and discussed her concerns and agreed to refund her $201. to which she accepted. That being said, because we are in the process of refunding *** *** for repair services paid, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***

March 18,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
*** *** *** ** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the installation of her replacement water heater
Upon review of the matter, it seems that the contractor did not follow proper process and a decision was made to refund the $in question as a result*** *** should have her check shortly if it has not reached her alreadyWe apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed
Again, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Tell us why here

*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL
*** *** *** *** Dear *** *** We have completed the investigation of *** *** complaint regarding Sears
Auto Center*** ***,
Manager
of the San Rafael Sears Auto Center, provided the following response:Prior
to receiving *** *** complaint, Sears Auto Center was contacted by *** *** form the California Bureau of Automotive Repair regarding her complaint
*** *** concerns and her service records from Sears Auto Center were
reviewed*** *** concluded that *** *** responsible for paying for one
diagnostic fee, not twoTherefore we deducted the cost of the second
diagnostic charge from her billAdditionally, when the vehicle left the Auto
Center the distributor was on degreesWe offered but were not permitted to
reinstall the distributor and the vehicle was towed to another repair facility
That said, Sears Auto Center has agreed to the California Bureau of Automotive
Repair’s findings and are going to reimburse *** *** $If *** ***
has any questions or concerns about the aforementioned refund, she can contact
me at the auto center at *** Since Sears Auto Center has agreed to
reimburse *** *** $470.00, and we have provided our contact information so
she can contact us to collect her refund, we ask that this complaint be closedWe apologize to *** *** and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concernsSincerely,*** ***Regulatory
Claims SpecialistSears
Holdings Corporation***

I have had experience with Sear's repairThey have maintained what ever I have bought a contract for as long as I call them once a year for this service with no additional cost other than the contract costThey will also replace what cannot be repairedI have only had a contract with one other serviceThat was Kent who repaired my furnaceI called once for a repair and they charged me over $The cost of the contract plus the $without giving me any idea what it was going to costThe money spent would have gone a long way toward a down payment on a new furnace

February 25, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his washer and his request for a replacement First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his washer. After reviewing the notes in our service system, our office authorized a replacement under Mr*** Master Protection Agreement (MPA). Based upon the features of Mr*** current washer, it was determined that $1,would provide him with a comparable replacement under his MPA. An email was sent to Mr*** on February 22, 2016, explaining the replacement process. As stated in the email, Mr*** is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, (*** *** to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; while the MPA should expire on April 23, 2016, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Mr*** with an equitable 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

May 24, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled layaway It is unfortunate that we failed *** *** expectations when she recently used Sears layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure *** *** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that our automatic refund system cancelled *** *** layaway and issued a credit of $to each of *** *** gift cards on March 20, 2016. These refunds were later rejected by *** *** and returned to our store’s account. As such, a check for $1,was issued on May 11, 2016, and mailed to the address *** *** provided. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced *** *** is welcome to contact *** ***, Manager for Sears Store number *** ** *** *** if she has any further questions about this issue or her refund. We respectfully ask to have this matter closed, since we have noted *** *** 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, *** *** Regulatory Complaint Specialist *** *** *** ***