Sears Holdings Corporation

Contact Name and Title: MELISSA ***
October 6,
Nita ***
Revdex.com
North Wabash Ave., Ste#2***
Chicago, IL
Re: Rose *** - # ***
Dear Ms***:
We have completed our investigation Ms***'s rebuttal to our previous response
As we explained to Ms*** in our original response, she has had two completed service calls with parts replacedAs clarification, there can be more than one visit under a service order, but the number of closed, completed service orders determines whether a replacement can be provided under the MPAAgain, Ms*** has had two qualifying repairs under two service orders to dateThere was a third service order, but the technician noted that he found no issues when he tested the unit, so it does not serve as a qualifying repairAt this time, if Ms***'s washer is still not functioning, she is welcome to contact Sears Home Services to schedule another repairHowever, even if a repair is completed, she does not meet the criteria for replacement under the MPA; four completed repairs with functional parts repaired or replaced are required for a replacement to be offered under the MPAAs to the $check Ms*** received, this was sent for customer satisfactionSince we have explained why Ms*** was denied a replacement, we ask that this matter remain closed
Again, we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** #***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding Sears Home Services
and repairs to his home air conditioning system
*** ***, Sear Home Services , Field Operations Manager provided the following response:
It is unfortunate that we failed Mr***'s expectations when he called Sears Home Services for service on his home air conditioning systemWe value Mr***'s patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears Home ServicesWe can assure Mr*** that his concerns were provided to me for review, so future problems of this nature can be avertedAs the Field Operations Manager for Sears Home Services, I can only reiterate that I do not condone how he was treated and that we truly regret that we failed to meet Mr***'s service related 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 possibleOn Thursday, October 15, 2015, my HVAC technician Mr*** and a helper spent the good part of the day at Mr***'s home and replaced the air handler and thermostatAfter the work was completed the system was tested and was found to be operating as expectedMoving forward, if I can be of any additional assistance to Mrand Mrs***, I invite them contact me directly at ***That said, we respectfully request 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,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com

Complaint: ***
I am rejecting this response because:
Sincerely,
*** * ***
the statements in this response from sears are misleading and falseno one has returned a phone call from the loss depart at sears all of my food damaged and destroyed by sears giant lemon freezer the claims department at sears has been siting on there hands as the freezer is still going nut runs wildly even as I type this response there has been freezers delivered to my home in the last months that are junk lemons the one in my home now is such a lemon it should be painted yellownow for terry he is in full knowledge of concerns problems with his worthless lemon freezer, he took the time to wright you hog wash but he never re turned any of the phone call that concerned problems with searswhen you do get to talk to him all he says sorry sorry sorry sorry sorry sorry .but sorry wont fix the issues with there lemon if he would do his job this problem would be solved over a month ago but instead of addressing the issue he wrights hogwashand I can prove he didn't re turn anycall my cellphone has full list of incoming and out going call there is a lot more out going with no response then income callsnow for contacting the store I have tried for a week trying to get a hold of the contact person when they answer the phone I get a run around or they don't know if she is there or when she will be there and terry in full knowledge of this situation also I keep paying for there lemon freezer and keep getting abused and lied to and run around circles ." I WONT THE FREEZER REPLACED WITH A DIFFERENT MODEL ,AND I WONT MY FOOD CLAIMS RESOLVED"

This is the 3rd horrible experience with sears in a row in the last yearTo be brief, a fridge I purchased from them broke down months ago about years into owning itAfter several weeks they finally determined the defect was covered under manufacture warrantyI cannot understate how long it took them to reach that conclusionThey gave me store credit, and the replacement one I bought last month broke tooSo in the meantime that is NOT fixed yet, they offered me some store credit to buy a temporary fridgeThis complaint is specifically about that deliveryThey sent me a text message yesterday stating it would be delivered between 4:and 6:pmI made arrangements to have someone at my house during that timeThen today I get a call from them at 3:pm stating they're coming NOWWhile I'm at workI had to beg them to wait at my place and then kindly ask my elderly parents to rush over to my house early, during rush hour
The delivery person stated later they just finished their other deliveries early so they would head over before the time window
I spoke to the sears customer service online and they said the time windows are in Central time, not Pacific time, even though I live in CaliforniaThe text message I received from sears CLEARLY does NOT specify the time zone so how am I supposed to know?
Someone is lying or making stuff up or clearly confusedThis whole experience has been stressfulI don't plan on shopping at sears ever again

November 15, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: ***- John *** Dear Mrs*** We have completed our investigation of Mr*** complaint regarding his patio furniture set As clarification, Mr*** manufacturer’s warranty specifically excludes rust from coverageFurthermore, our return policy is valid for days from the date of purchaseSince Mr*** purchase was made in April, we would not be able to grant his request to receive a refund or replacementHowever, the manufacturer, *** ***, has agreed to try and resolve the matter amicably with himIf Mr*** would send pictures of his furniture to Mandy Carr at *** or contact her by phone at (***) ***, she will discuss the matter with him furtherIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.***@searshc.com (*** ***

July 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding the assembly of her father’s treadmill As clarification, this item shipped directly from the manufacturer, *** Fitness, and the carrier they used to deliver the treadmill, *** ***, was to have handled any assembly that may have been requiredHowever, it seems that there was some sort of misunderstanding in that regardWe contacted *** Fitness on July 8, and we were assured that they would contact Ms*** to schedule assembly at no cost to her immediatelyIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Garage Solutions*** ***, Sears Garage Solutions, Support Specialist provided the following response: We have approved the replacement of *** *** garage door opener, but cannot move forward until we can schedule the exchangeThat said, I ask that *** *** contact me at *** *** *** or via email at ***, and I will provide her with the first available appointment Since we have stated our intent to replace *** *** garage door opener, 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 Specialist Sears Holdings Corporation ***

October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** * * ***
*** *** ***
We have completed the investigation of *** *** complaint regarding his washer and
his request for a replacement
First, we would like to apologize to *** *** for failing his expectations in regard to the repair of his washerUpon researching *** *** concerns, we found that an authorization for replacement was processed on October 26, for $After reviewing the features of *** *** current washer, our office determined that the amount should be increased to $An email was sent to *** *** on October 27, 2015, explaining the replacement processAs stated in the email, *** *** is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him*** *** will need to provide the telephone number on record, *** *** 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 warrantyWhile the MPA expires on December 23, 2015, the manufacturer's warranty will run one-year from the date of deliverySince we are providing *** *** with an equitable resolution, we ask that this matter be closed
Again, we apologize to *** *** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist

Complaint: ***
I am rejecting this response because:I do not reject to the monetary response of the complaint as Sears has now replaced our fridge and partially reimbursed us for our food lossThat we are fine with. The way in which we had to fight with them and their knee jerk reaction to our complaint instead of getting the facts and actually helping a customer is a poor way of doing business from a once highly respected company. The same letter was sent to respond to the attorney generals office inquiry. If Sears actually tried to help us when their tech rendered our fridge non-functional on Aug25th, after multiple service calls since
june 22nd, then we wouldn't have been without a fridge in our house until Nov4thIf they had unplugged the fridge in their home at the time of the complaint and couldn't plug it back in until resolved then things would have moved much quicker I am sure. As no apology or assurance of change in the way they do things has been forthcoming I am sure this will happen again and again to other unsuspecting consumers. And as the attorney assigned to our AG office complaint says she gets a complaint a day about Sears I'm sure it already has
Sincerely,
*** * ***

*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** * *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding Sears
Home Services and repairs to her portable air conditioner
*** ***, District Service Manager from Sears Home Services informed our office
that *** *** from his office did process a $for *** ***Additionally
on Friday, November 13, 2015, *** *** spoke to *** *** and informed her
that it typically takes 10-days for a consumer to receive a gift cardThe authorization
for $provides the funds necessary to replace *** ***’s unit with the
new model, Sears item ***, which sells for $We reiterate that the authorization
is noted in our repair/replace system and is referenced under her phone number
ending in *** All *** *** needs to do is go to her local Sears and advise
her sales associate that her unit has been approved for replacementThe sales
associate will assist with processing the replacementSince we have noted the
authorization to replace *** ***’s portable air conditioner, 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
concerns.Sincerely,*** *** *** *** *** ***

February 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** ** ** *** Dear Ms*** We have completed the investigation of Ms** ** *** complaint regarding her request to receive a price match adjustment As clarification, our Price Match Policy states: “Price match is eligible only on the day you make your purchase.” However, the first contact we have on record from Ms** ** *** requesting her price match was received two days after she placed her orderAs such, she would not have qualified for the adjustmentDespite this fact, we provided her with a credit for $on January 10, as a courtesySince we were not obligated to honor Ms** ** *** request according to our Price Match Policy, but we have provided an alternative as a gesture of good will, we have closed our file Again, 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 Complaint Specialist Sears Holdings Corporation ***

December 12, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services First, we would like to apologize to Mr*** for failing his expectations in regard to his snow thrower repairAdditionally, we forwarded Mr***’ complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. *** *** with *** was able to arrange for Mr*** service call to be moved back to the original date of December 9, 2016. Our records show that on the day of service, the technician arrived within the scheduled 1pm to 5pm service window. He completed a thorough examination of the snow thrower, but found no leaks. With that said, since we were able to accommodate Mr*** service request for December 9th and we have documented his concerns with the repair process, 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

April 12, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his recent online order experience and request to receive a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that *** *** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** *** case, the order was fulfilled by *** *** *** *** ** *** ** *** *** *** ** *** ** *** *** *** *** ** *** ** *** *** *** email address is *** with a telephone number of *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** *** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in *** *** order we found that the vendor was in direct contact with him regarding this matterAdditionally, we confirmed that *** *** was refunded $back to his *** account on April 12, For *** *** records the refund receipt number is *** In closure, since a full refund has been provided, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

They were supposed to fix our dryer months agovisits, multiple excuses, and always weeks before the tech could returnI used to think this was a good companyWe will absolutely never buy a Sears product again and will tell everyone who will listen what a truly horrible experience this has beenSears is the perfect example of why American businesses fail

I purchased warranty on a clothes washer at the time of purchase from SearsI recently experienced what Sears calls service under its warrantyIt took three months to fix my washer forcing us to use a laundromat for the time while our washer was out of serviceSears uses remanufactured parts to replace parts necessary for repairThese parts were faulty a number of times and their service is poor taking weeks or months in our case, to make the repairThey are unwilling to compensate for the time our washer was out of service and the expenses involved in using the laundromat and/or time spent doing soIf you plan to buy a warranty from Sears, please think twice, check the internet for complaintsI wish I hadDO NOT BUY FROM SEARS!

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * ***
class="InsideAddress"> Dear Ms*** We have completed our investigation of Mr*** complaint regarding multiple services on his *** Refrigerator Upon receipt of Mr*** complaint, we found that he had been authorized for a replacement of the refrigeratorThis was processed on July 8, and is set for delivery on July 20, If Mr*** is still in need of assistance he need only contact Sears customer care and reference his case # ***Since we have replaced Mr*** refrigerator we have closed this complaint We apologize to Mr*** 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 Specialist Sears Holdings Corporation *** *** ***

*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** *** *** Dear *** *** We have completed the investigation of *** *** rebuttal regarding the gift
card that was offered to her
Our records indicate that on
October 22, 2015, *** *** processed a $gift card that was to be
mailed and not emailed to *** ***I improperly noted in my closure letter
that the gift card was emailed and I do apologize for the inconvenience. *** *** advised that it can take up to
days for an gift card to be received when mailed*** *** can be reached by
calling *** *** *** *** Again, I do apologize for noting that the gift card was
emailedThat said we ask that this complaint be closed pending further contactWe 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,*** *** *** *** *** *** ***

Complaint: ***
I am rejecting this response because:
The technician never showed up to my house and no repair was completed at my homeThe fact that the Sears or the technician stated that they came to my home on January 16, is a flat out lieAnd I can say this because neither myself or wife were at home on January 16, 2017.
Sincerely,
*** ***

September 23,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste***
Chicago, IL
Our File No: 183***
Revdex.com File No: 9*** / Karen ***
Via: Revdex.com website
Dear Ms
***,
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner
There is a current claim open with ***, Sears' third party claims adjuster, to handle the damage claimThe claim number is #L1507275172-Anytime a *** claim and investigation is ongoing, we need to allow *** to complete their investigation and reach a final resolution to the claimThey are the claim experts and will work the claim according to their processWe have no control over how long that process takes and will therefore not be able to provide any updates
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Ms*** as a customer and apologize for any frustrations or inconveniences she may have experiencedWe will continue to stay involved until *** reaches a final resolutionIf you have any questions or concerns, please contact me at *** * ***, or via email at Amanda.***@searshomepro.com
Sincerely,
Amanda ***
SHIP/HI Regulatory Complaint Specialist
cc: Karen ***

April 4,
class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the repair of his dishwasher
Upon receiving *** *** complaint, we escalated his concerns to *** *** Territory Member Advocate Supervisor who contacted *** *** *** regarding the $charges. After speaking with *** *** ***, it was agreed that the $would be refunded to *** *** per his request. The refund will be received within 7-business days. That being said, because we have provided *** *** with his requested resolution, 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
***
***