Sears Holdings Corporation

June 13, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted] [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.  [redacted] with unit [redacted] spoke with Ms. [redacted] on June 10, 2016, to discuss her concerns.  Ms. [redacted] advised that she had purchased another refrigerator and no longer required a repair.   With that said, after going over the charges with Ms. [redacted], Mr. [redacted] offered to refund her $313.89, which she accepted.  Accordingly, Mr. [redacted] submitted a refund request that same day, so Ms. [redacted] should receive a check in the next two weeks.  Since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, 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

September 18, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94565561 - Eddie [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the delay in...

receiving her purchased appliance.
Due to the concerns brought forth in Mr. [redacted] complaint, we contacted him on 17 September 2015 and were able to confirm with Mr. [redacted] that the appliance in questions has since been picked up. For any inconvenience this may cause; we issued a $75.00 gift card. We ask Mr. [redacted] to allow 7-14 business days to arrive via USP. Since we were able to confirm with Mr. [redacted] that the appliance in question has since been returned, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -[redacted]
i[redacted]@searsch.com

August 31, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Bernice [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted]’s complaint regarding her washer and her request for a replacement.   First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer.  After reviewing the notes in our service system, our office authorized a replacement under Ms. [redacted]’s Master Protection Agreement (MPA).  Based upon the features of Ms. [redacted]’s current washer, it was determined that $799.99 would provide her with a comparable replacement under her MPA.  An email was sent to Ms. [redacted] on August 29, 2016, explaining the replacement process.   Our records show that Ms. [redacted] selected a new washer that same day from her local Sears Dealer Store.  The new washer will be delivered at no charge and the old unit removed.  The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; while the MPA should expire on January 20, 2017, the manufacturer’s warranty will run for a full year from the date of delivery.   With that said, since we are providing Ms. [redacted] with an equitable resolution, we ask that this matter be closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.    Sincerely, Melissa [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 a compressor purchased at Sears. [redacted], Manager of the [redacted] Sears store provided the following response: Mr. [redacted] was in the store on Saturday, January 30-th and departed the store with a Craftsman Professional 25 Gallon 1.0 RHP Oil-Lubricated Professional Air Compressor. If I can be of any additional assistance to Mr. [redacted], he can reach me at [redacted]. Since it is my understanding that Mr. [redacted] was satisfied with assistance provided at the store, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

October 31, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 11780570 – Jeffrey D [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...

complaint regarding the problem he encountered when he attempted to return the Window AC after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...”Since Mr. [redacted] purchased the window ac unit on September 19, 2016, and attempted to return it on October 20, 2016, he was over the 30-day “hassle-free” return period. We would also like to note that we contacted Store Manager Stephanie Zelenak and she confirmed that she had instructed Ms. [redacted] to return the unit within the 30 day period for a refund; which Ms. [redacted] failed to do.
However, after the Sears hassle-free 30-day return/exchange period has expired, the window ac unit is covered by the manufacturer’s one-year warranty for parts and labor to service the unit. According to our records, the manufacturer’s warranty will expire on September19, 2017. Since Mr. [redacted] stated that the window ac unit would not work, we contacted Ms. [redacted] and offered to schedule an in-home warranty repair. If our technician deems the unit non-repairable, then we would offer an exchange under the manufacturer’s warranty; not a return. Assistant Store Manager Michelle [redacted] confirmed that Ms. [redacted]’s window ac unit is in the merchandise pick up area. Since the [redacted] just left the window ac unit at the store, they must return to pick it up in order to schedule the in-home warranty service. We also informed Ms. [redacted] that the store will hold the unit for them until November 11, 2016; Sears will not be responsible for the unit after that date. With that being said, since we have addressed the issue brought forth in Mr. [redacted]’s complaint, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

June 13, 2016
 

class="InsideAddress"> 
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL  60611
 
[redacted]  [redacted]
 
Dear Ms. [redacted]
 
We have been unable to complete the investigation of Ms. [redacted] complaint regarding the replacement of her refrigerator.
I have attempted to reach Ms. [redacted] via telephone as I needed additional information and I have left contact information on her voicemail; however, at this time she has not responded.  We are unable to resolve Ms. [redacted] issue until we have the opportunity to discuss the matter with her.  She may contact me at [redacted] or [redacted] at her earliest convenience if she still requires assistance with her issue.  In the interim, we will consider Ms. [redacted] matter closed, pending her response.
We apologize to Ms. [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 Complaints Specialist
[redacted]
[redacted]

February 10, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted] [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator repair.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator repair.  Additionally, we would like to assure Mr. [redacted] that we appreciate his 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 Mr. [redacted] complaint to the District Service Manager for review and we are confident that he will address the matter with the contractor, so that future problems such as Mr. [redacted] experienced can be averted.   On February 5, 2016, the technician returned to Mr. [redacted] home and completed the repair.  Additionally, while the manufacturer’s warranty does not offer food loss, as a goodwill gesture, we have submitted a request for a reimbursement check to off-set some of the food loss Mr. [redacted] may have incurred while waiting for the repair to be completed.  A check request for $100.00 was submitted on February 10, 2016, and should be received by Mr. [redacted] within the next two weeks.  Additionally, we have purchased a Master Protection Agreement (MPA) for Mr. [redacted] refrigerator; the coverage begins on February 10, 2016 and runs until July 10, 2017.  Mr. [redacted] should be sent a copy of the certificate in the next four to six weeks, but if he has any questions, he can call our Protection Agreement department at ([redacted]  In summary, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   [redacted] Regulatory Complaints Specialist

Initial Business Response /* (1000, 6, 2015/09/15) */

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

Sears Home Services and repairs to his dishwasher.
Sears Home Services records indicate that repairs to Mr.[redacted] dishwasher were completed on Monday, September 14, 2015. During the service call I the technician assigned to the call indicated that he found that the sump was leaking at the diverter. That said the pump and motor assembly, gasket and a new sump were replaced. Once the parts were installed the system was tested and was found to be operating within the parameters set forth by the manufacturer. Regarding the damage noted in Mr.[redacted] complaint, Sedgwick opened the claim, LXXXXXXXXXX-XXXX, it was assigned to Claims Examiner [redacted] for handling. Mr. [redacted] can be reached at (XXX) XXX-XXXX during normal business hours or via email at [redacted]@sedgwickcms.com. For clarification, Sedgwick has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon Sedgwick's actions. Their decision is immutable. Since we have provided Mr. [redacted] with the information needed to follow up on her claim, we respectfully request 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,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]
class="InsideAddress">  Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding her glass cook top.   Ms. [redacted] glass cook top was replaced on January 17, 2017. Ms. [redacted] confirmed the completion of the repair. Since we have replaced the glass of the cook top at no cost to Ms. [redacted] we have closed this case.   We apologize to Ms. [redacted] 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,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

December 10, 2015Nita [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL  60611Re:  # 10963806 – Gerald F [redacted]Dear Ms. [redacted]:We have not fully completed our investigation of Mr. [redacted]‘s complaint regarding...

the his dissatisfaction with the quality of the dishwasher he purchased and the problems he encountered when he attempted to return the unit for a refund.We apologize for the delay in responding to this complaint.  We forwarded this matter to the Hometown Store Manager and District Manager to research and are currently awaiting their response.  We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to come to a decision.  In the interim, should Mr. [redacted] have any questions, she may contact me directly at [redacted].We apologize again 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 SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com

In June 2016, I ordered a tire online and took it to my local Sears auto center to be put on my car. I scheduled an appointment and arrived on time. I was forced to wait 21 minutes while the sales lady in the auto center was calling all Sears location in the area trying to locate a tire for the people she was helping. She did not make any attempt to help me or get someone to help me check my car in. Someone finally walked by and I had to get their attention to check in or else I probably would have been standing there all night. I gave him my keys and told him I would be in the mall area while the service was completed. He assured me he would call the phone number I listed when the car was done. Prior to leaving, I reminded him numerous times of what my tire pressure needed to be due to not being stock sized tires on my car. My car is the sport edition so it came factory from the dealership with tires that were one inch larger in size. I returned Over an hour later and I was told one of my tires had a nail in it. I was told it would be only a couple minutes to fix. 45 minutes later no one has touched my car. I have now had my car at the auto center for over 2 hours. I'm very frustrated at this point because I had left work early for this appointment and it's taking hours to complete. At this point I am furious and there is no one around to give me a status update. I finally find someone and I asked them what was going on with my car and why it's taking over 2 hours. He said it wasn't his problem had to why it took so long and they contacted me when the car was initially done. I told him my phone was on and I hadn't received any messages or missed calls. I told him to prove to me that someone contacted me. All he can do is assure me someone contacted me but he can't tell me when or who or what number they called. Still my car isn't done. Finally after over two hours for a tire to be put on my car- I leave extremely furious and unhappy with the service I just received only to find out my tires all have way too much air in them about a mile from the service center. All of my tires are over inflated by over 27%. Even after warning them numerous times what my tire pressure would be- I was completely ignored. I have dealt with faulty tire sensors, - blown fuse and issues with my headlights daily since leaving the center this date. It was very clear to me these people had no idea what they were doing but my breaking point was completely messing up the service notifications on my car. My messing up my notifications, I was not notified of required maintenance and now my car warrenty is in jeopardy. I passed my "due mileage" a couple thousand miles ago and I have yet to see any notifications other than my headlights and tire pressure constantly having issues. I did not drop my car off with any of these issues. If these people can not clear the simple code on my car or just apply a new tire then they should have just told me instead of wasting my time. Having Sears auto work on my car has been a complete nightmare. I am extremely irritated at the lack of professionalism and extreme amount of carelessness I have experienced here. This tire change is going to cost me hundreds of dollars trying to fix all these issues.

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Bernadette [redacted]#94567751
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding a...

television leased from Sears.
After receiving Ms. [redacted]'s complaint, I reached out to the why not lease it office and was advised that the lease has been paid in full. Additionally, I have scheduled a service call for Ms. [redacted] for September 8, 2015 to have a technician address her concerns regarding the application function of her smart TV. Ms. [redacted] has my office number and email address and can contact me if she has any further concerns. At this time, since we have confirmed that the television's lease has been paid in full and have scheduled service to resolve her concerns, we ask that this complaint be closed pending further contact.
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

August 17, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Ronelio [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’s complaint regarding his recent online order experience and request for a refund.   It is unfortunate that we failed Mr. [redacted]’s expectations as we value his patronage. 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.  After reviewing the notes in the order we found that Sears Online sent an email to the local store to issue the refund however, the store had not processed the request. Therefore, Sears Online processed the refund on August 12, 2016. For Mr. [redacted]’s records the return receipt number is [redacted] and he can expect the credit of $228.70 to post to his PayPal account within 3 to 5 business days. 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]’s concerns and respectfully ask to have this matter closed, pending the receipt of his credit.   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

Complaint[redacted]
I am rejecting this response because: When I first used the item it was not working which is when I brought it in for servicing under the warranty. It's not a "good will gesture" as Sears puts it as it was under warranty. Additionally, it was not a result of owner issue as the item was never used from day 1 of purchase until it was required to be brought in for servicing. Prior to me bringing in the item in for servicing, I called the customer service department, explained the situation and was assured that I would not be charged a service or repair fee. As it seems this was mis information communicated on Sears's part, it is not the fault of the customer.
As I did put gasoline in it in realize it did not work to then bring it in for servicing, I expected the store/service department to had advised the customer that it should be empty if it will not be used for an extended period of time. Furthermore, I have a snowblower, ride-on lawnmower which are all seasonal items that are not used consistently used every month and has never experienced this issue. Secondly, when I finally received a call from the device department, I was informed that it would be $99.00 to clean the carburetor but they're might be additional charges once that is fixed. Why would a consumer invest $100.00 to have it cleaned when there could be an additional couple hundred of dollars of repairs when the item was not even $400.00. When I declined the service, I strictly informed them to have the service department contact me to discuss next steps before proceeding with anything. I was advised that I would have been contacted within 24-48 business hours from the service department. 3 Business days passed and no call was received so when I followed up, they informed me that the item was sent back to the store. On many levels, I have been mis-informed about what what going on. I even spoke to another associate who said the store would waive the service fee and then the store couldn't do anything. I expect a refund for this item as this has been going in circles with incompetent associates and it is unethical to sell a defective product to a consumer. 30 days is not a long enough period for a customer to use a merchandise such as this one. it is not a TV or appliance where the customer would instantly use and realize if it was defective. As I did not use it once until I needed to bring it in for servicing, it is clear that the item was defective since the beginning. Additionally, since it took the company almost two months to return the item to me, by the logic of the response from Sears, then was defective before it was returned to me since the gasoline would have been in there for more than 30 days without use. I would like to stress the importance that a good will gesture is not doing something you are required to do per the warranty.
Sincerely,
[redacted]

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding Sears Home...

Services and repairs to her home air-conditioning system.
Sears Home Services records indicate that on October 14, 2015, a technician was dispatched to [redacted] home to diagnose and repair her home air-conditioning system. Notes from the service call indicate that the technician found the home air-conditioning system to be operating as expected. Additionally, the notes state that the system had a temperature difference of 20 degrees and the unit was to be moving air as expected. At this time, since the unit was found to be operating as expected and no repairs were made, we ask that this complaint be closed.
We apologize to [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]

October 28, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #11768141–Doug [redacted]             Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’s complaint regarding refrigerator repair.   Tech Manager Jason [redacted] has spoken with Mr. [redacted] in regard to this issue. Additional parts have been ordered and they will be installed once arrived. Mr. [redacted] was provided with Jason’s phone number to call when the parts arrive so that they can be installed.  We want to apologize to Mr. [redacted] for any inconvenience and let him know that we will address the issues he raised with how our technician treated him. In light of the aforementioned information, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com

Sears told me two different times that I would get the items that I bought between 7am to 9am. The day before I get a phone call saying that they will be there from 11:45am to 1:45pm. This not not seem like a big deal however when you have a job and need to request time off and you do so at least a week in advance I lost a days pay because I had to call out. I will never buy anything from sears again. also how do they have an A+ rating with the Revdex.com if they have 98% negative reviews?

Purchased a washer and dryer 1 1/2 years with a protective warranty. Drain pump broke on the washing machine. Sears would not replace the machine since 4 different parts must break down before replacement. [redacted] Electric, who is their contractor for parts and service, ordered the part. It came broken. We are still waiting for a new part. One month without a washing machine!!! I would strongly not recommend Sears for any appliances in the future. They certainly do not go out of their way to help their customers.

November 3, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #[redacted] – Thomas [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Mr. [redacted] complaint regarding the charges for a part he said was never installed on his tractor.
 
We reviewed our records and did not find that we charged Mr. [redacted] for any part. We did though charge a labor fee that corresponded with replacing a solenoid. So we are not sure if he is asking for the portion of the labor fee that is above the diagnostic fee be refunded, or if there is a charge we are missing that is actually for the part. At this point, we are willing to just refund Mr. [redacted] in full for the tractor visit since it does not appear the technician actually determined what was wrong with the tractor and he did not seem to complete a repair. In order to process the refund, we do need Mr. [redacted] to provide the first 12 digits of the 16 digit Discover account number ending in [redacted]. He is welcome to email me at Dana.[redacted]@searshc.com or call me at [redacted] to get that information to me so that a refund can be processed. In the interim, since we are willing to refund Mr. [redacted] in full and are only pending his response in order to do so, we have closed our file.
 
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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com

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March 29, 2016



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

Our File No: [redacted]
Revdex.com File No: [redacted]
Via:  Revdex.com Website

[redacted]

This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted]  After a full review of [redacted] file it appears he is due back his full initial payment.  We have gone ahead and credited [redacted] Sears[redacted] account to this effect.

At this time, we respectfully request that you close your file. On behalf of SHIP, please know that we value [redacted] as a customer and appreciate his patronage. 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

[redacted]