Sears Holdings Corporation

My year old mom has a Sears Heat Pump and a long-standing Service AgreementIt began having problems Jan5, and a service call was set up for JanNobody cameAfter repeated calls to Sears, and several promises of calls from them to set up another time for a technician, I am still trying to get the unit repairedGetting service over the last 2-years has become increasingly more difficult, but this time it has been overwhelmingly frustrating! This is not about the local store (which is closing soon) - it is about the service department for HVAC units and the people who handle service appointments and terms of the Service AgreementVery hard-line, dis-compassionate, and inattentive!

January 23, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator and her request for a replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Ms*** Master Protection Agreement (MPA). Based upon the features of Ms*** current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on January 23, 2017, explaining the replacement process. As 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 her. Ms*** will need to provide the telephone number on record, *** *** to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator. While the MPA will expire on May 8, 2017, the manufacturer’s warranty will run one year from the date of delivery With that said, since we are providing Ms*** with her requested resolution, 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

Initial Business Response /* (1000, 8, 2015/08/10) */
August 10,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed the investigation of Ms*** complaint
regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled Sears layaway
It is unfortunate that we failed Ms*** expectations when she recently used Sears' layaway servicesWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action,*** Assistant Manager for Sears Store number *** contacted Ms*** on July 17, 2015, and revealed that her refund check was sent to the incorrect address and had not yet been cashedFor this reason, Ms.*** invited Ms*** to return to our store to receive a cash refundAdditionally, she offered Ms*** a $gift card as an apology for the delay she experiencedOur records indicate that Ms*** accepted these offers and agreed to return to the store on July 18, Therefore, at this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Ms*** will allow us an opportunity to provide her with a more satisfying 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 Ms*** comments and an equitable 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
***

Complaint: ***
I am rejecting this response because:
The consumer in California is protected against defective productsBy any reasonable standard, a brand new Stainless Steel BBQ that is barely months old and that is continuously covered from day and well taken would be rendered "defective" if it rusts that quickly
Sincerely,
Ahmad ***

Initial Business Response /* (1000, 5, 2015/07/09) */
Contact Name and Title: MELISSA ***
July 9,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: Jake *** - # ***
Dear Ms***:
We have completed the
investigation of Mr***'s complaint regarding his lawnmower
First, we would like to apologize to Mr*** for failing his expectations in regard to his lawnmowerUpon receiving Mr***'s complaint, we contacted Riya *** with Sears CarRepair Services for assistanceMs*** made several attempts to reach Mr*** and was finally able to speak with Mrs***Mrs*** advised that the lawnmower has been replaced and that she was satisfied with the new unitWith that said, since we have documented Mr***'s concerns with the repair process and confirmed that a satisfactory replacement lawnmower has been provided, we ask that this matter be closed
Again, we apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

November 13, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL
*** *** * *** ***
*** *** ***We have completed the investigation of *** ***
complaint regarding his dissatisfaction with
our customer service and
non-receipt of a gift card refund for his cancelled sears.com order.It is unfortunate that we failed *** ***
expectations when he recently placed an order with SearsWe value his
patronage and can understand his frustration with the events detailed in his
letterHis concerns have been forwarded to management for review so that
future problems of this nature can be averted.
We spoke with *** *** the day before he filed this complaint, and reissued
his gift card of $on the next day.
An email was sent directly to him on October 21, 2015, to notify him of
the reissue and the time frame he could expect his gift card to arrive. Our records indicate that *** *** redeemed
his gift card for the full amount on October 27, 2015. Therefore, at this time, we can only
reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow sears.com
the opportunity to provide him with a better example of the type of customer
service that we have built our reputation upon, but we would understand if this
is not possible. We respectfully ask to
have this matter closed since we have noted *** *** comments and the
requested resolution has been providedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding repairs to her washerSears Home Services has approved the replacement of Ms*** washer per the terms and conditions of the Master Protection Agreement covering the unitAll Ms*** needs to do is to go to her local Sears and advise her sales associate that her washer has been approved for replacementThe sales associate will assist in selecting a replacement washer and will also schedule delivery, haul away of the old washer and hook up of the new washerSince we have noted our response to Ms*** complaint, 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 ***

June 3, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** ** *** Dear *** *** We have been unable to complete the investigation of Ms*** complaint regarding her experience returning items from her Sears layaway It is unfortunate that we failed MsMs*** expectations when she recently visited SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, *** ***, Manager for Sears Store ***, attempted to contact her by telephone but was unable to reach her and left a message on May 23, 2016. However, it appears that Ms*** did not return her call. Therefore, at this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. Ms*** is welcome to contact Ms*** at (*** *** if she has any further questions or concerns about this issue. We respectfully ask to have this matter closed, since we have noted Ms*** comments 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 *** *** *** ***

Revdex.com:
I received my refund*** findings on the chair are inaccurate, but I would guess that's why the store is ran the way it isShe is always right and never wrongI would say I'm never shopping at Sears/KMart again, but that would be overkill, since our location is in the process of closingConsider this a lost customer.
Sincerely,
*** ***

My complaint actually deals with the way Sears handles repairs under the Master Service Agreement The refrigerator, a *** Elite, that I purchased from Sears in San Antonio, Texas has broken down times for the same issue in a matter of months The refrigerator is approximately years old So, I have called three times to have the refrigerator repaired under the Master Service Agreement Each time I had to wait to days for the part to come in So after the latest repair, the refrigerator broke again for the same issue the day after the repair was made So I have now been without a working refrigerator for monthThis is ridiculous and completely unacceptable Three times for the same problem and no satisfaction or a fix The Master Service Agreement states that if Sears is unable to fix the problem, I would get a replacement, but that is only after it breaks down/fails times in one year So after being without a working refrigerator for the better part of months, I now have to wait for this failure to be repaired The subcontractor ordered the part on a Friday It will take to days for the part to come in Then the appointment will have to be made to have them come replace the failed controller or sensor or both By the time this gets fixed, if it gets fixed, I will have been without a refrigerator for one complete monthUNACCEPTABLE!!!!!!!!
My other issue is that I was not aware, and it was not disclosed to me that Sears does not manufacture the *** products it sells under its name The products are manufactured by mostly foreign companies This is very misleading Sears needs to disclose this information to customers before *** products are purchased

Complaint: ***
I am rejecting this response because: They did call and schedule an appointment and finally showed up but the dryer was not fixedIended up calling another company and paid to have it fixed because I refused to wait on Sears any longer.
Sincerely,
Carolyn ***

October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ** ***
*** *** ***
We have completed our investigation of *** *** complaint regarding the availability of
service for a needed repair of her freezer
In regard to the delay *** *** experienced receiving service, unfortunately, we do have times where the demand for service outweighs the technicians on hand and we are aware of how frustrating this can be for our customersIt is a problem that we are aware of and we are pursuing solutions that will provide better options for our customers when these situations occurAlthough we try to expedite service, it is not always possibleIn more remote areas such as where *** *** lives, a technician may only be in the area one day a week and it can limit the availability for service severelyThe problem also may be that it appears that her appointment may not have been set up properlyWe will investigate that matter furtherWe try to expedite refrigeration service as much as possible due to the possible loss of food and the inconvenience it presents to the consumerIn instances such as this, where we are not able to provide service within an acceptable time frame, we have several provisions in place that we may choose to offer as a courtesyAccording to our records, we offered to reimburse *** *** for up to $towards the cost of a small freezer purchased from Sears that she could use while awaiting repair or as an alternative we would reimburse up to $in repair costs if a licensed electrician performed her repairThat said, our records reflect that the thermostat was replaced on *** *** refrigerator on October 6, As we have not received any further requests for service, we can only assume that this resolved her issueWe are always looking for ways to improve on customer service and would like to assure *** *** that her candid feedback has been forwarded to the appropriate partiesHowever, since the repair has been completed, we respectfully ask that this matter be considered closed
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,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
***
*** ***

October 8, 2015Revdex.comAttn: *** ***North Wabash Ave., Ste2006Chicago, IL 60611Our File No: 18939992Revdex.com File No: 94572060/***Via: Revdex.com Website Dear Ms***,On October 1st, we returned to Mr***'s home to
assess the A/C unit's functionalityWe were unable to do so because the customer's furnace was not operationalDuring our visit our testing indicated that the furnace's transformer needed to be replacedThe furnace was not installed as part of this contract therefore no repair was attempted during this visitWe advised Mr*** to contact Sears Home Services or a third-party to repair the furnaceMr*** has since had the furnace repaired through a third-party companyMr*** has declined to turn on the A/C unit until the SpringWe have taken all steps advised by the manufacturer to repair the customer's TXV valveThere is nothing further that we are able to do at this timeMr*** understands that should he have any issues when he resumes using his HVAC unit in the Spring he is to call the Regulatory department directly and we will send someone out to evaluate his unitMr*** has agreed and understands that we will not reopen our file unless he contacts usOn behalf of SHIP please know that we value Mr*** as a customer and apologize for any frustrations or inconveniences he may have experiencedMr***'s additional request for compensation has been declined as it is not a contractual obligationWe respectfully request that you close your file as we have fulfilled our contractual obligation to Mr***If you have any questions or concerns, please contact me at 800-222-x 5552, or via email at ***.***@searshomepro.com.Sincerely,*** ***SHIP/HI Regulatory Complaint Specialist cc: Paul *** via 1st Class Postage

Contact Name and Title: *** ***
October 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** *** - # ***
Dear Ms***:
We have completed the investigation of
Ms***'s complaint regarding Sears Duct Cleaning
First, we would like to apologize to Ms*** for failing her expectations when she recently contracted with Sears Duct CleaningUpon receiving Ms***'s complaint, we contacted Quality Control Manager *** *** for assistanceMs*** was subsequently able to reach an agreement with Ms***Once Ms*** returns the signed Customer Release Form (CRF), a refund in the amount of $will be processed; Ms*** can expect to receive the refund within days of returning the CRFIn summary, since an equitable agreement has been reached with Ms*** and her concerns with Sears Duct Cleaning have been documented, 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

On approximately 05/08/I discovered I had a leaky Kenmore Elite dish washerApproximately 3000$ damage to my homeI will not resolve this issue until I recover my $I do have more information if needed

February 5,
0in 0pt" class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr***’s complaint regarding his work books that he ordered from sears.com
We have received Mr***’s complaint regarding his boots and would like to apologize that they are not to his satisfaction. We absolutely understand the importance of wearing boots that fit and are comfortable when working during a long day and have therefore processed a $gift card per his request. The gift card will be received in 7-business days and mailed to the address listed on this complaint. That being said, because we have processed a gift card, we respectfully request this complaint
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, 2015/10/05) */
Contact Name and Title: ***
Contact Email: ***
October 5,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms
***
We have completed the investigation of Mr.*** complaint regarding the repair of his leaf blower and edger
Upon receiving Mr.*** complaint, we escalated his concerns to *** CarLead, who states the following:
I have spoken with Mr*** and reviewed the situation with himThe two units that he brought in did not have any coverageThe store should not have sent either of these items off as they would not be economical to repairMr*** stated he was promised a replacement and told he had coverage and that's what he wantsI went over the dates with him and confirmed there was no coverageMr*** claimed the store contacted him to have him come in to pick up the replacement trimmer and the repaired blower however, neither was available
He was also upset about the time it took to get the units back to the storeI explained that the items were sent to Chattanooga from Louisiana and it took weeks for transport to and from the store and due to the location it can take that long just mailing itemsMr*** seemed to be very understanding after that
I have explained to Mr*** that we cannot replace units that do not have a warranty and we can't repair items that are uneconomical to repair however to earn his business back I would send him a $gift cardHe agreed and confirmed it was ok to close out the Revdex.com complaintThat being said, because we have addressed Mr.*** complaint, 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,
***
Regulatory Complaints Specialist
XXX-XXX-XXXX
***

May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the problems
she encountered when she attempted to return her online orderOn May 16, we contacted *** *** and honored her request to return her online order*** *** confirmed that she had ordered items and wanted to return itemsWe agreed to honor her request and informed her that she would receive a refund upon receipt of the itemsAs clarification, credit is issued in the same form of payment, and in *** *** case, she paid with a gift cardWe processed and emailed *** *** *** return labels; however, due to a system issue we were unable to process return labels for of the itemsTherefore, we issued *** *** a refund of $via separate gift cards for a total $She should receive the gift cards via email within 3-business daysWe also informed *** *** that she can keep or donate the itemsAs previously stated, the refund for the remaining items will be issued upon receipt of the returnsIn the interim, since we have honored *** *** request, we have closed our fileAgain, we apologize to *** *** 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 *** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> *** *** *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding Sears Home Services and repairs to his refrigeratorOur records indicate that on Saturday, May 7, a technician installed a new access valve, compressor and drier into *** *** refrigeratorAfter the parts were installed the unit was tested and was found to be operating within the parameters set forth by the manufacturer*** *** Sears Home Services, Technical Manager spoke with *** *** on Monday, May 9, and he confirmed that the refrigerator is operating as expected If *** *** has any other concerns, he has been invited to contact *** *** at ***-*** That said 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 ***

Complaint: ***
I am rejecting this response because: THE SERVICE PERSON CAME ON 12/16/LATE IN THE AFTERNOON, EARLY MORINING 12/17/18, SEARS CALLED TO KNOW IF THE MACHINE IS WORKING PROPERLY. MY WIFE TOLD THEM THAT SHE WILL TRY THE MACHINE WHEN SHE HAVE A LOAD OF CLOTHES TO WASH, WHICH SHE DID LATER IN THE DAY AND THE MACHINE HAVE THE SAME PROBLEM, WHICH I AM GOING TO CALL *** (SEARS) NOW AT *** AND LET HER KNOW. PLEASE KEEP THIS CASE OPEN
THANKS
Sincerely,
*** ***