Sears Holdings Corporation

Complaint: [redacted]
I am rejecting this response because: If/when I place a new order for my missing 3 items - I will not receive the items at the sales price in which I originally ordered them at. I seem to have had nothing but issues with Sears online orders lately, and the best resolution you can offer me is an apology and a refund for MUCH less than what I can purchase the 3 missing items for.
http:/[redacted]
Please view the above link. Notice the price. You refunded me $51 - If I purchase 3 of those the total is $66 without tax. Explain to me how I have benefited from your actions at all... I have wasted my time, and I STILL don't have a resolution to this issue.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/07/09) */
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 762 3049 87747
July 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - Richard [redacted]

Dear Ms....

[redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with appointment availability and our scheduling process for his treadmill repair.
We apologize that we were unable to accommodate Mr. [redacted]'s schedule. We would like to clarify that Sears' protection agreements do not make any promise that service will be provided within a certain time frame or date. Although we are unable to grant every request, we do make every effort to schedule at our customer's convenience whenever possible. We do have a centralized scheduling process that streamlines our repair scheduling and makes it more efficient. The service visits are arranged in a circuit, with a predetermined starting and ending point. We are glad to provide our customers with an estimated window of arrival on the date of service. However, due to the many scenarios that can occur within a diagnosis and repair, it is not possible to give the exact time that our technician will arrive and there are times that a technician may be unable to make it on the scheduled date. We have documented that this process did not meet Mr. [redacted]'s needs, and we do compile this information to determine whether changes are warranted to satisfy our customers' needs and our own business objectives. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr. [redacted]'s expectations. While we are unable to honor Mr. [redacted]'s request for lost wages, it is our understanding that the Offline Solutions department issued a $50.00 e-gift card for the service delay. Should Mr. [redacted] have any further questions or concerns, he may contact us at 804-254-8211. In the interim, we have noted Mr. [redacted]'s concerns and respectfully ask this complaint to be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (3000, 9, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off I do not accept SEARS response because they are LIARS. This was not a matter of accommodating my schedule; It more about SEARS not honoring appointments, as in MORE THAN ONE, which they either would reschedule without consulting me if appointment time worked for me or cancel it at the VERY LAST MINUTE. I had also purchased their premium service for SEARS Extended Protection Program. This is not how you treat a customer who bought your premium service. Also that so-called gift card? I never received a gift card. The product's manufacturer has a five years guarantee on their parts. If any part fails, it would be replaced with a new part. Since I purchased this item at SEARS, the manufacturer is contractually obligated to allow SEARS to provide that replacement part. If the part is broken, I should not have a hassle of service technicians who NEVER show up because they cancel 67% of their appointments. I spent over 2 hours with SEARS on the phone, after I spoke with SOLE, the manufacturer, stating SEARS had to provide me that replacement part,which at the end of the conservation the SEARS representative said they were sending me the replacement part. I found out later this was another LIE from SEARS. SEARS never ordered the part in the 1st place, even though the SEARS representative stated he ordered it. Instead SEARS decided to make a service appointment and AGAIN did not consult with if the time was ok for me. This complaint should not closed. I now just only want my replacement part. I am guaranteed those parts for 1st five years of my item. I should NOT have to deal with service appointments with SEARS representatives too incompetent to honor an appointment by actually showing up. I just want my replacement control board for my SOLE f80 treadmill.
SOLE has been contacted about this manner and is bringing it to CORPORATE SEARS's attention. This is beyond pale the worst customer service. Even after the fact SEARS knows they are in the wrong, they continue to do nothing to resolve the issue. SEARS said they sent the control board and the gift card.SEARS sent NOTHING.
I just want my control board, and for SEARS to stop wasting my time.
Final Business Response /* (4000, 11, 2015/07/20) */
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 762 3049 87747
July 20, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - Richard [redacted]

Dear Ms. [redacted]:
We have reviewed Mr. [redacted]'s rebuttal complaint regarding the previous response provided.
Linda [redacted], Support Specialist for Unit 8175, provided the following response:
We have reviewed Mr. [redacted]'s rebuttal, and can only apologize that we failed his expectations. We understand that he was dissatisfied with the service he received. In reference to the gift card, we have deactivated the original gift card that was previous issued and had new gift card processed on July 16, 2015. Mr. [redacted] can expect to receive the gift card in the mail within seven to ten business days. As for Mr. [redacted]'s warranty, our records also confirm that he has a parts warranty until September 15, 2017. However, we would like to clarify that in order to have a part ordered, a Sears technician must evaluate the product to determine which parts are required. We have attempted to contact Mr. [redacted] by telephone, but have not been able to speak with him. We left messages with our contact information, asking for a return call to discuss further; however, Mr. [redacted] has not yet responded. Until we have an opportunity to discuss this matter with him, we are unable to work toward a resolution. If Mr. [redacted] still requires assistance, he is welcome to contact us at 804-254-8234.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation

Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611  

align="left">  Re: Kristin [redacted]  Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a Frigidaire refrigerator. Sears Home Services does not provide service on Frigidaire appliances that are in warranty. That being said, we need to refer Ms. [redacted] to Frigidaire for additional assistance. Per the manufacturer’s warranty, [redacted] will repair the refrigerator. If Ms. [redacted] wants to have the refrigerator replaced, she will need to discuss her options with the manufacturer. Since we have noted our response to Ms. [redacted] complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

December 8, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]
Via: Revdex.com website
Dear Ms. [redacted]
Thank you for...

contacting Sears Home Improvement Products, Inc. (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate.
Pursuant to Mr. [redacted] window concerns, we have completed the window repair. I have spoken with the customer and he is satisfied with the service in addition, provided a gift card for inconveniences and delays as promised by our local manager.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he might have experienced. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]

January 25, 2017
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted] J [redacted] Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint...

regarding her dissatisfaction with the service provide on her vehicle and the charges she incurred for unnecessary work performed.
Upon receipt of Ms. [redacted] complaint we reached out to [redacted], Auto Center Manager at Store [redacted], to assist with her complaint. Mr. [redacted] confirmed that Ms. [redacted] brought in her vehicle because it had trouble starting. The technician assessed the vehicle and found the low voltage in battery. He proceeded to test the electrical and found the alternator was not charging. As clarification, a bad alternator will cause the battery to drain. Also, as standard procedure, when any vehicle is brought in for a repair, the auto center will run a general inspection as a preventive maintenance check for the consumer. During the inspection, the technician found that the engine had a misfire and wasn't running smooth. We would like to note that the misfiring issue is not related to the charging system. The technician documented on the work order that a tune-up was needed to fix the misfiring issue; a tune-up is needed every 30k miles based on manufacture’s recommendations. Ms. [redacted] was informed about the bad alternator and recharging the battery; and she approved the repair. Regrettably, Ms. [redacted] was not informed that the vehicle also needed a tune-up.
When the repair was completed, the engine would crank but it still would not start. Ms. [redacted] was informed that the technician had recommended a tune-up. She was advised that even after the tune-up was completed there was no guarantee that it would fix the starting problem. Her husband mentioned that the vehicle had not had a tune-up performed in a very long time. Since we had failed to inform Ms. [redacted] about the recommended tune-up when she approved the initial estimate, Mr. [redacted] offered the tune-up at a 50% discount; Ms. [redacted] approved the tune-up on her vehicle. Mr. [redacted] monitored the tune-up and noticed that the spark plugs were extremely worn out. Unfortunately, while the technician was working on the spark plugs the manifold cracked when he was torqueing per specifications. A manifold was ordered and replaced at no charge to Ms. [redacted]. When the tune up was completed the vehicle still had a problem starting.
Since the alternator was bad when the vehicle came in, it was determined that it may have caused the battery to weaken. Due to the inconvenience caused by the cracked manifold issue, Mr. [redacted] authorized to replace the battery at no additional charge to Ms. [redacted]. After installing the battery, the vehicle would start but only after several attempts. Ms. [redacted] made it clear that she could not invest any more money. Mr. [redacted] stated that they ran a live data with a Snap-On scan tool and it had the correct fuel pressure and fuel trim, all within specifications. The technician continued to research her issue and discovered a service bulletin from the manufacturer related to electrical issues. Therefore, Mr. [redacted] recommended that Ms. [redacted]er take the vehicle to the dealer to fix the electrical issue.
At this point, Ms. [redacted] has been charged for the replacement of the alternator and the tune-up (at a discounted price), which were both definitely needed and she approved. The battery was provided at no charge for the huge inconvenience of the manifolds cracking. Mr. [redacted] communicated to Mr. [redacted] the details of the services performed and he understood that the vehicle had more than one issue when it came in. As far as Mrs. [redacted] request for a refund is concerned, we did not find that this was warranted. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
[redacted].[redacted]@searshc.com

I have a dishwasher with a 2019 warranty. Called on August 6th because dishwasher was not working. Sears came out August 18th and said they would have to order 2 parts. One part came in a week but the other part was on back order and they could not find. I was told it will take a month to find. I asked about both the protection and warranty agreements. I was told they had to fix within 30 days from the initial call on August 6th. I received a call on Sept. 1st that the second part was being sent over night. I set up service for Set. 4th. They came and installed the parts and the serviceman left while the new parts (control panels) were running. Did not even stay to make sure it had been fixed. Well, it was NOT fixed. Total repair was valued at $695.05. They wanted to schedule another service call after Set. 10th. I told them I would be out of the country, thus another 3 weeks without a running s=dishwasher. I indicated that I did not want another service call because it costs me to take aall these days off of work. So my cost to take off of work plus the value of the repair is getting close to what it would cost to replace with a new dishwasher.I DO NOT want to continue with what is becoming a "Chronic" problem with getting a dishwasher fixed that is under warranty. The 30 days is up on Monday, thus according to agreement I am entitled for a replacement of a new dishwasher. I have made several calls (Maureen, Ruby, Ivan,Nina etc) and have gotten the run around. Someone will be calling from the replacement unit within 48 hours as of yesterday. Today and Monday they are closed. Given that I will only be in the country Tuesday and Wednesday, there is a very slim chance this complaint/problem will be resolved during those 2 days. Thus, it could be another 30 days to get a new dishwasher. Having a Sears warranty is a rip off and their service bominable and my case requires some immediate action.

November 9, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: [redacted] – [redacted] E. [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her recent...

online order.It is unfortunate that we failed Ms. [redacted]’s
expectations when she recently placed an order online. We value her patronage
and can understand how the series of events detailed in her complaint has
caused her to lose faith in Sears. Unfortunately, the washer was not available
per the manufacturer until October 7, 2015. As such, the order was cancelled on
September 30, 2015, by Supervisor Efren [redacted]. Accordingly, a refund was
processed on October 1, 2015, for $250.00 under sales check number
[redacted], $250.00 on [redacted], and $11.98 on [redacted]. We truly
regret any inconvenience Ms. [redacted] may have experienced.  Additionally, we hope that in the future Ms.
[redacted] will allow us another opportunity to provide her with a better example of
customer service that we have built our reputation upon. In the interim, since
a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter.  Please feel free to contact me
if you have any further questions or concerns. Sincerely,  [redacted]Regulatory Complaint SpecialistSears Holdings Corporation

January 5, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction...

with the problems she encountered when she attempted to return the pedestals that she purchased online. According to our records, on October 26, 2015 Ms. [redacted] purchased 2 pedestals, items [redacted] on online order [redacted]. The pedestals were delivered on October 28, 2015. The order notes indicate that Ms. [redacted] contacted our online department on November 30, 2015 to report that the pedestals did not fit. Unfortunately, Ms. [redacted] request was denied because the 30 day return period had expired. Our records further indicate that on November 30, 2015 Ms. [redacted] placed an additional online order, [redacted], for 2 pedestals; however, the item numbers were [redacted] the order was delivered December 9, 2015. Ms. [redacted] continued to call both our online department and our delivery customer service requesting to return the first order but was advised more than once that the return was over the 30 day period. Upon further research, on December 17, 2015 online order [redacted] was noted as cancelled and Ms. [redacted] was issued a full credit for the original order. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,
[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

November 24, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re:  #10887120 –
Vivian [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the...

multiple repairs to her icemaker in her refrigerator
and her request to be refunded in full since she never received a long-lasting
repair.After reviewing Ms. [redacted]’s service orders, it
appears that on at least the last one, the technician intended to refund her in
full for the $249.93 that she pre-paid for parts. Unfortunately, the technician
did not close the service call out correctly so it never set the order up to be
refunded once the CWO form was sent in to our billing department. In addition,
any parts that were installed under previous service orders were not removed so
that they could also be refunded. Even if we had removed all parts, we would
also note that under the 90-day guarantee, we would have retained the normally
non-refundable minimum trip/diagnostic fee of $99.00.With that said, since Ms. [redacted] did not receive a
refund for the parts from the last service order due to a technical error, and
since she has waited so long to have this resolved, as a courtesy we are
willing to refund her in full for the charges made on both cards. To that end,
we need the other 12 digits of both card numbers; the Discover card ending in
7811 and the MasterCard ending in 7853. Because so much time has now elapsed,
the full numbers are no longer viewable in our system and we need to verify the
charges and any refunds or disputes on each one. Ms. [redacted] can contact me
via email at Dana.[redacted]@searshc.com or via phone at [redacted] to provide the other 12 digits and she should be
aware that I do not need the expiration date or the 3 digit security code as
these are not needed for research or a refund. In the interim, since we are
willing to refund $270.80 to the MasterCard and $259.44 to the Discover card,
we have closed our file pending Ms. [redacted]’s response.We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter. 
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com

January 5, 2017   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted]   Dear Ms. [redacted]   We have completed our investigation of Mr. [redacted] complaint regarding his dishwasher repair.   It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dishwasher. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly.  We sincerely apologize for any inconvenience we may have caused Mr. [redacted].   Although Mr. [redacted] was in the process of having his dishwasher repaired, our escalated customer service group, Customer Solutions, authorized him for a courtesy in-warranty exchange.  Our records show that the exchange was processed on January 5, 2017, under sales check [redacted] and the new dishwasher is scheduled for delivery on or about January 10, 2017.  Once the new dishwasher has been delivered, we will ensure that the remaining Master Protection Agreement (MPA) coverage transfers to the new unit.  In the interim, since an equitable resolution has been provided for Mr. [redacted], we ask that this matter be closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.     Sincerely, [redacted] Regulatory Complaints Specialist

January 28, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent online order and dissatisfaction with the return process.   [redacted], Store General Manager for Unit [redacted] provided the following response:   Ms. [redacted] did drop off her item to our store that she had ordered on Sears.com. We were only provided with the packing slip and she did not leave her name, phone number or any other information. Based on the slip we received, we were able to complete a return. We contacted her to get information to complete the return without the receipt. The return went back to Ms. [redacted] Sears card under return receipt number [redacted] on January 21, 2016. Since we were unable to determine the delivery charge and tax, we processed a refund of $546.25 which is more than she was charged. We over refunded her to make sure the complete amount was issued to her. Additionally, we contacted Ms. [redacted] to let her know about the refund we had processed. Should Ms. [redacted] have any further questions or concerns, she may contact our store directly at [redacted]. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

December 14, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re:  #10887148 – Kristen
[redacted]   Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint...

regarding the initial diagnosis and repair on her washer and the subsequent
assessment that involved a different problem.As clarification, Ms. [redacted] is no longer covered
under her full one year warranty but she did have a 10 year exceptional parts warranty
on the tub. We would note though that the warranty makes it clear that while
the part is covered, the labor would be at the customer’s expense after the
first year. So while the first repair may not have corrected the issue, the
labor collected on that repair was only $139.00 plus tax, while the replacement
of the tub has a cost of $162.00. While we would not have charged the
difference, since the initial labor fee came with a 90-day repair guarantee, it
does mean that Ms. [redacted] was not entitled to receive a refund for the first
charge that she paid.With that said, our customer support group provided Ms.
[redacted] with a refund as a courtesy. This was processed on November 20, 2015,
as a mailed bank check for $150.29. These normally arrive within about 1-2
weeks so it is likely she has received this check by now or will receive it
shortly. In the interim, since we have explained what the coverage was for the
labor charge and yet refunded Ms. [redacted] anyway, we have closed our file.We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter. 
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com

As of today's date Tuesday November 8th, the claims company Segway has failed to call me back to start the process of repairing my damaged floor in the kitchen.
 
 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Murray [redacted]

November 11, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611[redacted]We have completed the
investigation of [redacted] complaint regarding her refrigerator...

repair.First, we would like to
apologize to [redacted] for failing her expectations in regard to her
refrigerator repair.  Additionally, we
would like to assure [redacted] that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network.  Accordingly, we forwarded [redacted] complaint
to the District Service Manager and Routing Manager for review and we are
confident that her concerns will be thoroughly addressed. The service unit was able
to work with our Routing department to move up [redacted] appointment to
November 3, 2015.  On the date of service,
the technician examined [redacted] refrigerator and confirmed that the
compressor and condenser had failed.  He
subsequently ordered the parts and returned on November 10, 2015, to install
the parts and complete the repair.   Fortunately, the repair was covered under [redacted] exceptional parts warranty, so she was not charged for either the
parts or labor.  While the repair was
covered, the exceptional parts warranty does not provide for any reimbursement for
consequential damages, such as food loss. 
However, as a one-time customer courtesy, we have submitted a request
for reimbursement in the amount of $100.00 to help compensate [redacted] for some
of the food loss she incurred.  The check
request was submitted on November 11, 2015, and should be received by [redacted] within the next two weeks.  In
summary, since we have completed the repair to [redacted] refrigerator,
albeit later than expected, and documented her concerns with the repair
process, we ask to have this matter closed.Again, we apologize to
[redacted] and we appreciate the opportunity to address this matter.Sincerely,[redacted]

I tried to file a complaint, to no avail. Apparently I didn't match the predetermined categories. However, I have nothing good to say about Sears. This was my first and my last purchase from them. Bought Kenmore Elite bottom freezer refrigerator in Dec 2015. In May discovered a flood flowing from behind the fridge down through the floor and onto the sofa, rug and ceiling of my downstairs finished room. Sears came, jerked the appliance out and put dents in my flooring (note, house is quite new). After a lot of time and effort, supposedly "fixed" the ice maker. By July, leaking again (I was watching more carefully). Came and did the same procedure. The tech was not out of the house 8 hours when it leaked again. I called, a lot AND...a lady named Sarah convinced me to allow this promising that if it was irreparable, that LG, the maker, would refund my money and allow me to select whatever I wanted to replace. So, Aug 25 tech returned, fridge out again and lots of photos taken, phone calls made. Deems it irreparable and promises I will hear from Sears within 24 to 48 hours. Nothing. I called them on the 31st, asked for Sarah. "Oh, we have so many working here I don't even know if we have a Sarah." Then this rep tells me I am eligible for a trade in. I asked her, told her about Sarah's promise, and she insisted that such things never happen...and also that she was as high as I could go to talk to anyone else about this. I do not like being lied to. The same among their techs who tried to tell me the dent in my floor was because I dropped something...and so on and on. There is no integrity in this company.

July 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint...

regarding her dissatisfaction that the refrigerator was delivered with a dent and her request to return it for a refund.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced and that the delivery team misinformed her regarding the dent on the refrigerator. We reached out to [redacted], General Manager to Outlet Store [redacted] to assist with Ms. [redacted] concern. Mr. [redacted] confirmed that on the day of the delivery he instructed Ms. [redacted] to refuse the delivery since it was damaged and he would exchange it for another refrigerator. Regrettably, Ms. [redacted] was provided conflicting information from the delivery team and she chose to accept the delivery instead. Ms. [redacted] then contacted the store and requested a discount for accepting a damaged delivery, and her request was denied. As clarification, merchandise items sold at our outlet stores are already significantly discounted, so additional discounts are not an option.
We reached out to Ms. [redacted] and she requested to return the refrigerator for a refund. The refrigerator was picked up for a return on Saturday, July 2, 2016. We issued Ms. [redacted] a credit of $1,222.17 to her [redacted] credit card on July 6, 2016. The credit should post to her account within 3 – 5 business days. The protection agreement that Ms. [redacted] purchased along with her refrigerator has been cancelled and a refund of $379.99 was also issued. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

February 15, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Doreen [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mrs. [redacted]’s complaint regarding her dissatisfaction with our customer service and non-receipt of her sears.com order.   It is unfortunate that we failed Mrs. [redacted]’s expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. 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, we revealed that the person named “Butler” whom Mrs. [redacted] states her items were delivered to, is a store associate who signed for her order when it arrived at the store to be prepared for pick up by Mrs. [redacted].  Additionally, our records show that sears.com issued a refund of $11.98 for 2 pillows on January 8, 2016.  With that having been said, Mrs. [redacted]’s concerns were forwarded to Rob [redacted], Manager for Sears Store number [redacted].  Mr. [redacted] issued a partial refund to Mrs. [redacted] and attempted to reach her by telephone for information needed about the remaining amount she requested.  However, it does not appear that Mrs. [redacted] has replied.  If Mrs. [redacted] still needs assistance with this issue, she may contact Mr. [redacted] at [redacted], extension [redacted], within fifteen days from the date of this letter.  Until we have the opportunity to speak with Mrs. [redacted], we can only reiterate that we truly regret any inconvenience she may have experienced.  We hope that in the future she will allow us the opportunity to provide her 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 pending Mrs. [redacted]’s response, since we have noted her comments and provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Nicki [redacted] Regulatory Complaint Specialist [redacted] Ext. [redacted]

Complaint: 1[redacted]
I am rejecting this response because:
Good morning,
I'm not sure why the previous language indicates Sears will do no more to fix the issue.  The last repairman found the heat exchanger was bad in the refrigerator (why he didn't find this the previous four visits, I don't know, maybe finding too many of the problems in one visit would have required a full replacement and Sears would have profited less from that).  
[redacted] has purchased the heat exchanger and have it being delivered to my house.  When it arrives, I will call [redacted] to schedule a Sears repairman to return and install.  The refrigerator is not fixed and the problem is ongoing.  [redacted] has not reached out to me in about two weeks, so again I'm at the mercy of hoping Sears actually does the job they're required to do (which they have already failed on) to receive the benefits of warranty.  
I understand there is a delay between when Sears can respond to my complaint, but I do not believe it is anywhere close to a 28 day period.  I respectfully request this complaint not be closed with my satisfaction until Sears completes their responsibilities in this matter.
Sincerely,
[redacted]

October 17, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services.   First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. Additionally, we forwarded Ms. [redacted] complaint to the District Service Manager for further review, as we do not take these matters lightly.  Our records show that the service to Ms. [redacted] refrigerator was completed on October 13, 2016; the technician replaced the filter and noted that the unit was working properly.   As to Ms. [redacted] concerns with not being scheduled for Saturday; unfortunately, Saturday service in her area has been discontinued.  While Ms. [redacted] carries a Master Protection Agreement (MPA), the plan does not guarantee a specific time or day for service; it states that “service will be performed during Sears Repair’s normal business hours.”  We are unable to confirm what Ms. [redacted] may have been told at the time she purchased the agreement, but we sincerely apologize if the coverage was misrepresented in any way.  Therefore, even though Ms. [redacted] is outside the 60-day cancellation timeframe, if she would like to cancel her coverage for a full refund, she can send an email to [redacted] to have the cancelation and refund processed.   In the interim, since we have completed the repair to Ms. [redacted] refrigerator, we ask that this matter be closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.    Sincerely, [redacted] Regulatory Complaints Specialist

I purchased 2 pair of jeans on Jan 21 2017. I returned to the store today Jan 25 2017. At the sales counter the young man said to leave them on the counter and find some more to exchange. When I came back to the counter a lady was there, and they had to find the jeans as they were moved. The lady at the counter said I did not bring in two pairs only one . She was not there when I brought in the jeans She said I did not bring in two pairs ( SHE WAS NOT THERE) so all they would credit my account was for one pair of jeans. The guy that was there when I returned just stood there like a dunce. Asked to speak to a manager who did not even bother to talk to the counter people. Said she could not do anything about it. So I am out 423.53 because of their incompetence. Last time Ill do business with Sears The store is in Lakeland FL