Sears Holdings Corporation

November 24,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** * *** * *** *** *** ***We have been unable to complete the investigation of *** *** complaint regarding
the problems he encountered when scheduling the repair of his television.It is unfortunate that we failed *** *** expectations when he recently scheduled a television repairWe value *** *** patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We made multiple attempts to contact *** *** via email and also left voicemails. We provided our contact information and our offer to extend his protection agreement on the television for an additional months at no charge to *** ***Since he has not responded, we are unable to resolve *** *** issue until we have the opportunity to discuss the matter with him If *** *** would like to accept our offer, he may contact me on or before December 4, at *** or via email at *** In the interim, we will consider this matter closed, pending his responseAgain, 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 SpecialistSears Holdings Corporation*** ***

In I vowed never to purchase any appliance from Sears again after a nightmarish experience with their delivery service (dishwasher was unboxed off site and some parts were lost in transit and were therefore not installed by the installer -- noise damping material)Against my better judgement, I ordered a washer & dryer from Sears again in Again there was a delivery issue The driver claimed I was not home when I was in fact home Perhaps he preferred to take an early Friday night rather than install my washer & dryer My only interactions have been with agents apparently located outside of the U.S At one point they connected me with the driver, but he hung up Subsequent requests to speak to the driver or someone locally were met with "i'm sorry we have no phone numbers, I can send them an email" Order cancelled, purchased elsewhere

November 12, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** * *** * *** *** *** ***We have completed the investigation of *** *** complaint regarding his
dissatisfaction with the problems he encountered with the cancellation and return of his online order from our Market Place vendor.As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Our records indicate that *** ***r placed the online order with *** Electronics; however, *** ***r was contacting Sears Customer Service to check the status of his order instead of contacting *** Electronics. Since the order was through a Market Place vendor, we informed *** ***r we would send a message to the vendor on his behalf and he should be contacted by the vendor within hours. On October 3, *** ***r contacted Sears again and requested to cancel the order since he had not received his order. Again, we informed *** ***r that the message would be sent to the ***r Electronics. On October 9, *** ***r contacted Sears again and confirmed that he had received the order, but requested to return the order since he had previously requested the cancellation. *** *** requested an immediate refund since he had already cancelled. We explained to *** ***r that a refund could not be issued until the order is returned to the vendorOn October 12, *** ***r provided the tracking number for the return of the order. According to our records, a credit of $was issued on October 20, to *** *** credit card ending in *** With that being said, since we have addressed the issue brought forth in *** *** complaint, we have closed our file.Again, we apologize to *** ***r and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
*** *** *** ***Sears Holdings Corporation*** ***

Tell us why here...August 23,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com Case #: ***/ Derek *** ***
Via:
n***@chicago.Revdex.com.org
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 mannerMr*** ***’s refund check for his HVAC installation was mailed via 1st class mail on 08/09/I received an email form him on 08/16/stating he had received the check
At this time I am closing my filePlease know that we value Mr*** *** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-222-x or via email at Jeanne.***@searshomepro.com
Jeanne ***
SHIP/HI Regulatory Complaint Specialist
cc: Derek *** ***/1st class US Postage

Initial Business Response /* (1000, 9, 2015/07/21) */
July 20,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***:
We have completed the investigation of Mr***'s
complaint regarding the fee he was assessed for an estimate we provided for services
As Mr*** notes, he was informed in advance that for our minimum charge of $79.00, he would be given an estimate for repairs and that if he did not proceed with the repairs, he would be responsible for that chargeSo our technician did give an estimate for repairs as he felt it needed a new motor assembly, which has a cost of $202.48, and the labor fee would have been $We assume the technician might have been trying to help Mr*** by mentioning a special service contract we sell for non-working appliances and it is only an option before a technician visits the homeIt is usually offered over the phone when a consumer calls in to schedule a repairIt is not something that can actually be sold by our technician and they do not receive any percentages of the salesIf Mr*** had actually decided that he wanted to purchase the Service Smart Agreement (SSA), the technician would have actually have had to cancel the call out as if he had never arrived, and a new service order would have been set up
The SSA really is a good value since it covers any single repair up to $and if it turns out the repair would cost over that, the consumer is given the option to use $towards the purchase of a replacement at Sears, pay the difference above $to have the item repaired, or receive a full refund of the SSA with no fees retained for any service visitsSince most repairs cost more than the cost of the SSA, the technician probably just wanted to make sure that Mr*** understood what he was refusing, before closing out the call at which point it would make him ineligible to purchase one
With that said, we do not find that Mr*** has presented any evidence that would illustrate that our estimate was not correctIn the absence of this, he would not be owed any refund of the fee we assessed to provide him with an in-home diagnosisAs for the taxes, these are collected based on rules established by taxing authorities and we have no control over what is chargedIn his area, the diagnostic fee is considered labor and as such any laws applicable to charging taxes for labor are put on the bill automatically and while we collect this, we then turn it over to the taxing authoritiesAt this time, since we have explained how that works and why Mr*** is not entitled to receive a refund of the estimate he agreed to pay for, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (3000, 11, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As Ms *** has noted, the charge of $was for a repair technician to evaluate the complaint, diagnose the problem, to establish the resolution and estimate the cost of repair, based on estimated hours of labor and partsAt that point I would decide to repair the machine at the estimated cost or to decide to not repair it and pay the $This was not conducted on the date in question and was not addressed in her response to my complaint
As my initial narrative described, the technician did not even run a cycle, look at the motor or do any other diagnostics to decide that it needed a new motorHe simply looked at the unit from a few feet away and judged that it needed a new motorWhen I questioned him about how he knew it needed a new motorHe stated "I don't know whats wrong with it, nobody does." He added that "the new motor probably wouldn't fix it anyway." He said this to me in a off-the-record style, which I believe was to make me think that I was getting the "real" truth that other customers might not get from him
This complaint is based on the fact that service was not rendered as advertised and that there was no way that he could have known what was wrong with the machine, to his own admittance, without any diagnostics
Hopefully this more accurately describes my complaint
Final Business Response /* (4000, 13, 2015/07/28) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
July 28,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #*** *** ***
Dear Ms***:
We have completed the investigation of Mr*** rebuttal to the response we provided
We do not find Mr*** has brought forth any new information than what was already provided and commented uponAs we noted, an estimate was provided that involved replacing the motorIt was Mr***'s prerogative to accept the estimate and proceed with repair or decline it and be responsible for the minimum trip feeA technician does not need to breakdown a unit or run it a cycle to necessarily make a deduction as to what is causing the problemIn many cases with repair, a diagnosis can be made in listening to the person that has observed what symptoms are present, and then bouncing this against internal knowledge that comes from repairing 6-similar appliances a dayThere is also sometimes some trial and error as an estimate is always just the best guess as to what is felt will remedy the problem and if it does not, then other avenues are pursuedThat is why it is called an estimateAgain, Mr*** has not presented any information that illustrates that our estimate was not correct so as such, it is a fee that he is responsible for paying
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com

Sears cleaned my carpet on 11-3-15, invoice #*** The technician was alone and the job did not meet my satisfaction Called on 11-to report dissatisfaction and asked for a revisit All advertising claims deep cleaning, carpet being left fresh, and the technician will place protective tabs under the legs of furniture because the carpet will be wet The technician cleaned around our furntiure, there were no protective tabs left behind since the carpet was not cleaned under our firniture The technician cleaned around our fuirniture The carpet is visably not clean All tables and floors were clear of all items except our couch, chairs, & tables The reschedule cleaning is today, 11-5- I called to confirm the machinery is working properly and there will be assistance for the technician so the cleaning could be done under my furniture I was told Sears does not pick up furniture They will move light items, but will not clean underneath Complete contridiction to their advisertising and their receipt Tried to file complaint via Sears survey line but the survey system did not recognize my invoice number Know I called local carpet cleaning companies such as Modernistic in Warren, MI and Hagopian Each company services include picking up couches, chairs, and tables to clean thoroughly I have asked for the manager to call me as I want a refund (at 9:on 11-5) It is obvious I will not be satisfied if their policy is to clean around items which will not allow for a thorough cleaning I need to schedule a reputible company to clean my carpet

April 19, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** * ***
*** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his ** Range To clarify, like many retail stores Sears sells many different Brands, but unlike other retailers Sears is contracted by many of these manufactures to provide service for their warrantied itemsAlthough at one time Sears was contracted with ** for any manufacture warranty service we no longer hold a contact with ** for their warranty service coverage It is unfortunate that *** *** ** Range did not live up to his expectations but since *** *** is outside the day return period we are unable to refund his the purchase of the ** range*** *** will need to follow the manufactures warranty regarding service with ** which is on page of his owner’s manualSince we have explained why we are not able to refund *** *** ** Range as he request we have closed our case 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 Specialist Sears Holdings Corporation *** *** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
Our dishwasher was not replaced by our home warrantyWe had to buy a new one for and installationWe were only given a credit of $so we still had to pay ~$for a new dishwasherAfter four visits from Sears (at four hour windows), we were out $from having to buy a new dishwasher plus our $deposit that Sears kept so a total of $

August 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding her tent It was our understanding that Ms*** has been given a store credit in the amount of her purchase, which would have made her wholeAccordingly, we 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 *** *** ***

Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
October 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94573721- Kathy A***
Dear Ms***:
We have completed the investigation of Ms***'s rebuttal regarding the engine on her tiller
We have received Ms***'s rebuttal and do not find that she has brought any new information to her complaintIt should be noted that per the Briggs and Stratton's website at http://www.briggsandstratton.com/us/en/engines/enginesmatter/american-brand, all of their engines are manufactured in the United States and are not made in ChinaWe apologize if Ms*** was under the impression that her Briggs and Stratton engine, model# was made outside of the United States but this is not the caseWhile we understand that Ms*** is requesting assistance getting her tiller repaired, the fact remains that she is no longer covered under warranty and thus, any repair would be at her expenseUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantIn Ms***'s case, we apologize that her engine failed but we will not be compensating her and our decision is final
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,
Erica ***
Regulatory Complaints Specialist
***
Erica.***@searshc.com

Horrible with the fraud departmentThey are extremely unprofessional and incompetent to say the leastAfter dealing with reps and and no follow up I would say this is the worst customer service EVER!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10887120, and find that this resolution is satisfactory to meThey have stated they will process my refund today. I will notify you, if I do not see a credit on my account in days
Sincerely,
Vivian ***

March 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his grill We want to thank *** *** for taking the time to brining this matter to our attentionWe want to assure him that we have forwarded his comments to the appropriate partiesThat said, a set of burners is being sent to *** *** home address at no cost to himThe estimated arrival date is March 28, In light of the aforementioned information, we respectfully ask that this matter be considered 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a washer and dryer purchased from SearsOn December 19, 2015, Sears Home Delivery picked up the washer and dryer noted in Ms*** complaintThe appliances were returned to the warehouse and the refund was logged into the systemA system error caused the dryer to be refunded but not the washerThat said, I had the refund for the washer processed this morning Ms*** will see two separate credits to her credit card ending in ***Typically a consumer can expect a refund to post to their credit card within 3-days of processingIf I can be of any further assistance to Ms***, she can reach me via email at *** or by phone at *** Since 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 ***

The home improvement side of sears is absolutely horribleThey provide subpar services even after they lure you with the image of "great service"They also make promises with no intention of keeping themI paid close to $40,for a roofing project therefore the least the workers could do was urinate in facilities, pick up lunch trash after themselves, pick up nails from my DRIVEWAY, and not park on my darn lawnBut apparently this was asking too muchUpon bringing these concerns up to the project coordinator, Samantha ***, she apologized and promised me a $gift cardOkAlmost months have gone by and no response or anythingUpon bringing these concerns up to her "boss", Daniel ***, I was dismissed and talked to as if I were I childI was also hung up on by him.professionalI suggest Sears takes these$and get Daniel some managemt courses as managers are usually there to DIFFUSE situations, not add fuel to themI hope they get their crap together as they are just BEGGING for a law suit with these behaviorsAnd I might just be the one to start it, if anyone else hasn't

Complaint* ***
I am rejecting this response because:
Sears process resulted in an inconvenience of mileage and time min drive/hr time-frame for an item I did not authorize.
For the inconvenience, mileage/time I'd like to be compensated with a gift card at minimum of $
Sincerely,
*** ***

May 17, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding his washer and his request to have the unit replacedUpon receipt of *** *** complaint, we reviewed his service history to determine whether the washer should be replaced under warranty. Our records show that since he purchased the washer on May 10, 2015, two service calls have been completed. On May 10, 2016, the technician found that *** *** washer was over-sudsing because he used HE soap, when his washer is designed to use detergent. The second service call was completed on May 16, 2016; the technician replaced the control board. Additionally, we confirmed that although the washer’s warranty has expired, *** *** purchased a two-year Master Protection Agreement (MPA) that is in effect from May 16, 2016, until May 16, 2018. While *** *** is dissatisfied with his washer, the unit has only had one repair to date, so a replacement is currently not an optionWith that said, since *** *** washer is now covered under a MPA, he is entitled to certain benefits during the coverage period, such as a replacement, if and when certain criteria is metAccording to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “ three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its last product failure.” As we stated previously, *** *** washer has only had one repair to date and that repair was completed under the warranty and not the newly purchased MPA Since we have explained why a replacement is currently not an option for *** *** and documented his concerns with the repair process, we ask that this matter be closedWe apologize to *** *** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

September 2,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** *** ***
Via 1st Class US Postage
Via email:
*** Dear Ms*** This letter provides you an update regarding Ms*** complaintI have corresponded with the Washington D.Coffice and the customerWe are scheduled for an inspection on September 6, I will update you accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** ***, or via email at *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** ***

December 7,
2015Nita ***RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # 10983470- Christopher *** Dear Ms
***:We have
completed our investigation of Mr*** complaint regarding
a recent order As clarification,
the terms of this offer were clear when it was presented to consumers prior to
placing their ordersThe consumer was given a choice of the $credit or $in SYWR pointsIn fact, when placing the order,
the online sales system was set up to automatically default to the $
credit so the consumer would have to choose the $in points if that is
what they wantedThis is also shown on the email confirmations sentIt shows
the promotions applied and it says: “Get $off OR Members Choose $back
in points on Kenmore laundry front load pairs.” The issue seems to be that due
to a system error, the screen that confirms your order when you finish,
incorrectly stated that $in points had been earned when consumers had
chosen the $credit option, but that was not the case hereMr*** changed
his selection to reflect that he wanted the $in SYWR points rather than
the $creditWe want to reiterate that this is after the terms were
clearly noted at the beginningMr*** was given the $in SYWR points,
but he was not due anything further according to the terms of the promotion in
question Regardless, Mr*** has
requested that his order be canceled and a refund was issued to his account
todayThe credit should reflect within 3-business days. In light of the aforementioned information,
we respectfully ask that this matter be considered closedWe 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,Tammie ***Regulatory
Complaint SpecialistSears Holdings
Corporation*** ***Tammie.***@searshc.com

Complaint: ***
I am rejecting this response because:
Please note that the replacement refrigerator was not offered for customer satisfaction reasonsIt was offered by Amy after she was informed that there was a defect to the door and the drawers in the freezer that would have required a third separate visit from a technician to repairI was informed by Sears that the Refrigerator will be replaced per the manufacturer's warranty after separate repair request.
Sears is complying with the manufacturer's warrantyFurther, Ms Steele did offer a full refundHowever that would have still required us to wait for Sears to remove the defective refrigerator, and wait for delivery of a new refrigerator from another source at additional expense to us.
We still request that Sears address the impact of the defective refrigerator and the loss of food It is the right thing to do
Sincerely,
Dwain ***