Sears Holdings Corporation

Initial Business Response /* (1000, 11, 2015/09/03) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms.[redacted]
We have been unable to complete the investigation of Mr.[redacted] complaint regarding an...

estimate to repair his vehicle's air conditioning.
We have not been successful in contacting Mr. [redacted]. We understand that Mr. [redacted] was not happy with the estimate he received for his cars A/C system. If Mr. [redacted] has questions regarding the estimate he will need to go to the Auto Center to get the estimate and reason for the parts listed explained by an automotive technician since our customer service representatives are not trained automotive technicians and will not be able to answer any questions he may have on it.
Since it is our understanding that Sears has performed no work on his car and Mr. [redacted] is not under any obligation to use Sears Automotive services if he is unhappy with the estimate he received we have closed our case.
We apologize to Mr. [redacted] for this issue 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
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 13, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have in my possession a copy of the estimate that was made by your auto department and I can can also provide proof that all that was installed on my vehicle 2 days later was a 16.00 switch and my AC has been working every since. Sears sent an evaluation that they should be receiving shortly with the reference number on it that they can use to look up the esimate for repair.
Final Business Response /* (4000, 15, 2015/09/09) */
September 9, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #[redacted] - [redacted]

Dear Ms.[redacted]
We have completed the investigation of Mr.[redacted] rebuttal.
We have reviewed both our response and Mr.[redacted] rebuttal, and we do not find that he has brought any new information to his complaint and has as stated in his rebuttal that he has already had his vehicle repaired elsewhere. Since Sears Auto has done no work for Mr. [redacted] and has not received any monies from Mr. [redacted] we have closed our case.
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
XXX-XXX-XXXX direct
[redacted]@searshc.com

January 18, 2017     [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 experience and request for a refund of the returned item.   It is unfortunate if we failed Ms. [redacted] expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  After researching this matter, we found that Sears Online issue a refund on January 2, 2017, under return receipt [redacted] for $181.52. Should Ms. [redacted] have any questions, she may email us directly at [redacted] Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. 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 29, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re[redacted] [redacted]   Dear Ms. [redacted]
 , We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and request to receive the missing packages of socks he ordered.   It is unfortunate that we failed Mr. [redacted] expectations when he placed his online order. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We can only reiterate that we do not approve of the manner in which he was treated and that we truly regret any inconvenience he may have experienced. After reviewing the notes in the order, we found that Sears Online issued a refund for the socks in question on December 12, 2016. Accordingly, a credit of $10.22 was issued back to the Shop Your Way Reward account and $10.90 back to the credit card. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [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

June 30, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and request for a full refund.   It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can understand her frustration with the series of events detailed in her complaint. We regret that this incident occurred and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes we found there were some discrepancies with the delivery date from [redacted] in addition to misinformation regarding the refund. Therefore, we have processed a full refund as a onetime courtesy exception. 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 Specialist Sears Holdings Corporation

November 11, 2015Nita [redacted]Revdex.com330 North
Wabash Ave, Ste. #2006Chicago,
IL  60611Re: #94571984 – Tina Marie [redacted]Dear Ms. [redacted]:We have completed the investigation of Mrs. [redacted]’s
complaint regarding her request for a refund for an installation kit.
Kathy [redacted], Customer Service Representative for Sears
installation Services, has provided the following response:
Upon receipt of Mrs. [redacted]’s rebuttal I left a second
voicemail message for Mrs. [redacted] to explain that a check in the amount of
$20.00 was processed and mailed to her at the address she provided for
delivery.  Mrs. [redacted] was advised that
she should expect her check to arrive within approximately14 business days of
my call.  If Mrs. [redacted] still requires assistance, she is welcome
to contact me directly at (407) 677-3010. 
We ask to have this matter closed since the requested resolution has
been provided.
We apologize to Mrs. [redacted] for this issue and 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 Specialist1-800-762-3049 Ext. 87741

October 26, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
This letter will acknowledge receipt of the above referenced complaint, which was referred...

to our office for response. This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint.
Sincerely,
[redacted]
Regulatory Complaint Specialist
[redacted]

I bought a dishwasher on Dec 8 for delivery Dec 27. Got a call Dec 27 same day as delivery that delivery is rescheduled because item is not in stock to new date of Jan 3. Got a call on Jan 3 to tell me that delivery is rescheduled to Jan 18 because not in stock. Sears how do you sell items which you do not have? How do you notify customers on delivery date that you will not come in? Terrible company. I will never use again and have shared my experience on social media. I am actually curious at this point if delivery comes in on this 3rd scheduled date as I have quite a following to find out result.

I scheduled 2 appointments with you and the first day the technician called me 35 minutes after our scheduled 8am-12pm time slot to inform me that he will be there in 15 minutes. Given that I had a 2pm meeting and he could not guarantee the duration of time needed to repair it, I told him we are going to have to reschedule for another day, which was September 3. On September 2, I received a call that we were the first appointment and the technician will arrive between 8am -10am. I called the 800 number 2 times during that time just to be informed that we were placed last in cue and not first. Then they told me the technician would arrive between 10and and 12pm and during that time I called them 2 times. I also called them at 12:25pm to call and ensure the tech will call prior to arrival to only be told at 12:40 that he arrived at my house and no one was there so he left. Not only did he leave within minutes of his arrival, he did not call in advance and did not call upon arrival. The phone rep called me and told me that he visited and left. What?

Then they told me they will send another rep and I informed them that I have several meetings, one at 1:30, other at 3pm and 4pm, so it is important that he calls prior to his arrival. Well he came by at 2:20pm but I was still in my 1:30 meeting and unavailable. Furthermore, he informed me that he was "all the way in Tiburon" and doesn't know what time he will arrive. However, 15 minutes later he arrived to our house. Again we were not home because the appointment was 8am-12pm. This is despite the fact that I told them I had meetings in the afternoon and they needed to call 15 minutes in advance.

Needless to say, he never returned and once again a failed appointment.

[redacted]
 
I appreciate, and accept the kind gesture for an issue of credit. Moreover, I acknowledge the disclaimer, and appreciate bringing that to my attention.
 
Best Regards,
[redacted]
 
---
Revdex.com:
I want to thank you for your commitment to this case. I have decided to accept the offer. Also, could I ask one more thing, and that is to sen my response above back to the company? Again, thank you for your time!
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

September 15, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Kathryn A [redacted] Dear Ms. [redacted] We have completed the investigation of Ms....

[redacted] complaint regarding her dissatisfaction with the delay in receiving her refund for the cancelled online order.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Ms. [redacted] complaint we reviewed the notes on her online order. The order indicated that both the dishwasher and the refrigerator had shipped from 2 separate outlet stores; however, there was no tracking information listed for either item. According to the notes, both outlet stores were contacted and the orders were cancelled due to the delivery issue. On September 12, 2016 we issued two separate credits to Ms. [redacted] credit card ending in [redacted]; $2,390.74 and $632.71 for a total credit of $3,023.45. The credits should post to Ms. [redacted] account within 3 – 5 business days. 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

I bought a [redacted] Elite double oven that was delivered January 6, 2015. The past couple months it has not been heating properly. I had the repairman out today and he checked the calibration and said both ovens were heating properly. I LEFT MOZZARELLA STICKS IN FOR A FULL 2 MINUTES LONGER AND THE CHEESE WAS WARM BUT NOT MELTED. PIZZA COMES OUT SOGGY ON THE TOP! It is not heating properly, period! HE INFORMED ME THERE IS NOTHING HE CAN DO. There can be many things wrong with it, he told me. So I looked at him and said "so you are telling me I have a 1 year old oven that is no longer working correctly?" His comeback was "SORRY MA'AM! Then why did I buy a 5 year maintenance agreement if they won't fix it? Isn't that what those are for??? It is not a wonder Sears is going out of business any day now. Good riddance!!!!!!

Contact Name and Title: [redacted]
October 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed our investigation...

[redacted] complaint regarding her dissatisfaction with Sears Home Services.
First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her washer. 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. We do not take these matters lightly and we have forwarded [redacted] concerns to the District Service Manager for further review.
While [redacted] was not offered a replacement, the parts needed to repair her washer were ordered at no cost to her. On October 26, 2015, the technician installed these parts and afterwards tested the unit to insure that it is operating properly. Again, we sincerely regret any inconvenience [redacted] may have experienced during her washer repair. With that said, since we have completed the repair to [redacted] washer and documented her concerns with the repair process, we ask to have this matter closed.
We apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

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

align="left">  Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his tractor. We have decided to offer Mr. [redacted] an in warranty exchange. This means we will allow Mr. [redacted] a store credit of $1899.99 to be used to replace his unit. In an email sent to Mr. [redacted] this morning I asked that he provide me with the Sears 5 digit item number of a tractor he would like to exchange his for. I have provided my office number and email address to Mr. [redacted] and once he decides on a replacement unit, I will process the exchange and schedule delivery of the new unit and haul away of the old. Since we have noted our intent to provide Mr. [redacted] with an in warranty exchange, we ask that this complaint be closed pending contact.   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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

March 1, 2016
Revdex.com
[redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] Via email: [redacted] Thank you for contacting Sears Home Improvement Products (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. We 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.
In regards to Mr. [redacted] rebuttal letter dated 2/18/2016 regarding the proposed reimbursement, the customer has agreed to our offer. We respectfully request that you close your file as we have fulfilled our contractual obligation to Mr. [redacted]
On behalf of SHIP please know that we value Mr. [redacted] as customer’s and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted] [redacted] or via email at [redacted].
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]

Complaint: [redacted]
I am rejecting this response because: It would have taking days to resolve this and for your information my husband who is a master plumber was in the ER that evening and did not return home until 4am Sunday morning.  This is just another way of Sears not acknowledging problems they have that are completely the same type of scenario. 
Now I want my money back, or half the money back,or  pay for half of the new hot water heater that HAD TO BE INSTALLED BY NEXT DOOR NEIGHBORS ON SUNDAY.  HUSBAND WAS IN AN ACCIDENT.  I definitely want to be reimbursed my money back for the repair tech to come out and tell us, exactly what my husband already knew.
PLEASE RESPOND IN A TIMELY MANNER, SEARS.
Sincerely,
[redacted]

On 10/3/2014 we had a contractor from Sears come to the home to give us an estimate for a new heating system for my mothers home. We obtained several estimates and choose to go with the Sears estimate. We paid in full and signed the estimate and proposal for the new heating system on October 24, 2014. Sears did not honor the written agreement.
We had a couple of companies provide quotations for the installation of the new heating equipment. The Sears estimate was $323.00 less than the next closest estimate. We choose the Sears estimate based on it being the lowest cost as well as the thought of contracting a national company in the event there were to be any warranty work needed. (as opposed to a local contractor). We thought it usual that Sears would demand payment in full, by certified funds prior to beginning the work. However, wanting to get the new heater installed into my mothers home prior to the cold setting in I had no issue with having my bank issue the check in the full amount of the estimate $6,127.00. It was given to the contractor the day the estimate and proposal was signed and agreed to October 24th.
We were told someone would contact us within three days to schedule the installation. On the third day with no response we started calling Sears. After the fifth call (eight days later) we were successful in having Sears send out the contractor to measure for the installation of the equipment. We were then told we would be contacted by the end of the week. No contact. 12 unreturned calls later I finally spoke to a manger who informed me Sears had no intention of scheduling the installation appointment. He stated that the estimator had incorrectly done the paperwork and if we were expecting the mini splits that the estimator sold us we would have to pay the difference. His words were "we don't give these away for free"
Giving him the benefit of the doubt I told him everyone makes mistakes. Come back to us with the difference in cost between what we were quoted and paid and what the new cost is. He told me he would by the end of the day. Three days later and three more phone calls, still no effort on Sears part to correct their mistake. I send several emails to this manager and attempted to reach him by phone several times. When he finally called me back he stated he was sorry, he had been too busy too look into. This was on Nov 12th. At this point since it has now started getting very cold out and my mother still needs heat in her home I asked for our money back.
I finally received the reimbursement check in the mail on Nov 26th, 2014. They knew this entire time we were trying to install heat into a families home. Not one individual at Sears seemed to care the least that they had dropped the ball on this. The best response I received from them was "I'm sorry for the delay".

Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL  60611Re: Enrique S [redacted] #10964630 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding Sears
Home Services and repairs to his...

boiler. Ixcia [redacted],
Sears Service Fulfillment Team, provided the following response:
Mr.
[redacted] boiler was serviced by Nick from A&A Mechanical on Sunday November 29,
2015. Nick informed me that the unit was serviced and that he also provided a new
filter.  I spoke with Mr. [redacted] who
informed me that he was satisfied with the actions taken by Nick from A&A
Mechanical to service the unit. If I can be of any further assistance to Mr.
[redacted], he can contact me directly at 1-800-326-8738 option 3 ext 56902. Since we have confirmed
the completion of the service to Mr. [redacted] boiler, we ask that this complaint 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,Adam
[redacted]Regulatory
Claims SpecialistSears
Holdings CorporationAdam.[redacted]@searshc.com

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

align="left">  Re: George A [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a refund from www.sears.com. Mr. [redacted]’s refund has been processed and he should see a credit in the amount of $32.95 post to his Visa ending in 4962. The sales check number referencing the credit is 09[redacted]. Typically a credit to a credit card will post to the account within 3-5 business days. If the credit does not post to the account within the aforementioned timeframe I ask that Mr. [redacted] contact me personally at 512/248-7930 or via email at Adam.[redacted]@searshc.com. At this time since we have noted the processing of Mr. [redacted]’s refund, we ask that this complaint 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

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

align="left">  Re: [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Brenda Pearson, Sears Home Services, Support Specialist provided the following response: When the technician arrived at Ms. [redacted]’s home he noticed that fill tube was frozen, therefore it needed to be defrosted. After the fill tube was defrosted the technician ran a cycle to ensure that the water/ice maker were properly working. He also explained to Ms. [redacted] how to run a cycle to get rid of any air pockets that could end up in the water line after the filter has been changed. The technician also gave Ms. [redacted] his telephone number and she is supposed to contact him if she has any additional concerns. Since it is our understanding that the unit was operating as designed, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted].[redacted]@searshc.com

December 8, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  #10957657 – Christopher [redacted]    Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding his...

dissatisfaction that his dishwasher failed sooner than he expected.We apologize that Mr. [redacted]’s dishwasher failed to meet his expectations of longevity.  The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail.  We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option.  It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage.  In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers.  Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago.  It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property.  The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision. In Mr. [redacted]’s case, he purchased his dishwasher on August 16, 2016, and the manufacturer’s warranty expired a year after On August 27, 2014.  With that said, an exchange would only have been an option while the unit was under its manufacturers’ warranty.  Unfortunately, any repairs needed for the dishwasher would be at the cost of Mr. [redacted].  In the interim, since we are unable to honor Mr. [redacted]’s requested resolution as it is not an option available to him under the terms of his purchase, we have closed our file. Again, 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,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.comEmail: Dana.[redacted]@searshc.com