Sears Holdings Corporation

May 18, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for tires purchased from sears.com.   It is unfortunate that we failed [redacted] 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.  Additionally, we sent an email directly to [redacted] to inform her that we issued a refund by check on May 17, 2016, but placed a stop payment on the check and re-issued the refund of $197.67 to her [redacted] account on May 18, 2016, instead.  [redacted] may reply to our email if she has any further questions about this issue or her refund.  At this time, 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 since we have noted [redacted] comments and the requested resolution has been provided.   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 [redacted]

I purchased a home a year ago that has a primary and secondary A/C unit. Unfortunately, my primary unit failed (it was 18+years). I had multiple agencies come out for an estimate of replacement; because it was an r22 unit and I wanted to upgrade to a 410. Sears won the bid, not because of their prices or financing, but because of their name and previous experiences. I purchased appliances from them before and was overjoyed with their Blue Crew's efficiency and professionalism. What I wasn't aware of until after the deal was made, was that they sub-contract out these services to non-Revdex.com accredited businesses.
Rafael with RP General Home Service was the gentleman that came out on the behalf of sears. The total installation time given was to be approximately 4 hours. This time was exceeded by over 2 hours, because he did not read the service order stating that a secondary return was to be installed. Regardless, this was not the major cause for concern. Upon completion, Rafael offered to replace/upgrade/install a new secondary unit for $2500 parts and labor, this done outside of sears, "because they are too expensive". This was on Saturday evening. On my way to the airport Monday morning at 4:30am I heard a dripping sound coming from one of the rooms near the front door. There was a HUGE water welt coming from the ceiling!! This was not there before, and I haven't been in the attic since before Rafael came and installed the new a/c. Turns out there was a valve that was "mysteriously" opened that ran from my water heater to my refrigerator, is what was told to me. I know this line was closed, because Sears installed my fridge a year ago and the line was closed because I didn't have an icemaker. Rafael tried to convince me originally that the galvanized piping going into my water heater was leaking, then he told me that it was a slow leak on a low pressure copper tubing that went to my fridge that ruptured... Oddly enough, the leak stopped when he closed the valve. I occasionally work with piping and tubing, so this sounded fishy to me. So to help me out, he hurriedly offered his services again (no sears involvement) to re-pipe my water heater and repair all the water damage for $1500.
Sears has come out multiple times to look at the situation and stated that they were not responsible because the technician had no reason to be in the area of the water heater. I simply responded exactly! This was a deliberate sabotage by one of their sub-contractors in an attempt to line their own pockets. I have spoken with Will Lucas who sent out Mr. [redacted] to inspect it. When I spoke with Mr. [redacted] he tried to "console" me with a story about him installing windows and a customer blamed him for damaging a fence, but it wasn't his fault because he was nowhere near it... He reiterated it again when he visited to inspect. In the end it's a, "his word vs my word" situation, and I'm stuck with a costly repair job. Never again will I purchase or use Sears again. This is was a hard and expensive lesson learned.

February 1, 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 Mr. [redacted] complaint regarding a food loss claim.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator.  Upon researching Mr. [redacted] concerns with the denial of his second food loss claim, we find that it was denied because it was not verified by a technician.  However, since the refrigerator was exchanged, we feel that this confirms that the refrigerator had failed again.  Therefore, we contacted our Protection Agreements Department and submitted a food loss claim for $200.00 on Mr. [redacted] behalf.  Accordingly, a check request has been processed, so Mr. [redacted] can expect a $200.00 check in the next two weeks.  Additionally, the remaining Master Protection Agreement (MPA) coverage has been transferred to Mr. [redacted] new refrigerator; the coverage expires on September 22, 2017. With that said, since we have documented Mr. [redacted] concerns and issued the requested food loss check, 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

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted]
class="InsideAddress">  *
[redacted] We have completed our investigation of [redacted] complaint regarding repairs for her dishwasher.   On receipt of [redacted] complaint we reached out to the service unit for assistance. A senior tech was scheduled on April 15, 2016 while diagnosing the dishwasher he found that the water valve was not turned on all the way. He turned the water valve fully opened. [redacted] was contacted by the service management team on April 18, 2016 to see how the dishwasher was working and [redacted] had confirmed that she had used the dishwasher twice without any issues. [redacted] stated that she would call if she had any more issues with her dishwasher and was provided with the direct contact number to the service unit, [redacted] At this time since it is our understanding that the dishwasher is working and [redacted] has confirmed this we have closed our case.   We apologize to [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]

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

align="left">  Re: Francis [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her range. It is unfortunate that we failed Ms. [redacted]’s expectations when she called Sears for service on her range.  We value Ms. [redacted]’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home Services. We can assure Ms. [redacted] that her concerns have been forwarded to management of the local service unit for review, so future problems of this nature can be averted.  We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on September 22nd when a previously ordered control board was installed. After the board was installed the unit was tested and was found to be operating as designed. Since we have completed the service to Ms. [redacted]’s range, we respectfully request 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

March 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his...

dissatisfaction with the quality of his refrigerator and that the ice maker failed sooner than he expected. We apologize that the ice maker in [redacted] refrigerator 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 when the unit was recently purchased. Sears does have a 30 day Satisfaction Guarantee period where a customer can try an appliance and may request for an exchange or a return, if needed. After the 30 day period the product falls under the manufacturer’s warranty which requires the product to be repaired. If the unit cannot be repaired, then a replacement will be processed. In [redacted] case, he states that he reported the ice maker issue after the first week of use and was provided instructions on adjusting the thermostat. In [redacted] complaint he stated that he was to call back after a week if the ice maker continued to have issues. However, our records indicate that [redacted] did not call again for another two months to report the problem with the ice maker. On September 25, 2015 our technician order a new ice maker and it was installed on October 6, 2015. Regrettably, a couple of days later [redacted] reported again that ice maker was still not working. Our technician returned on October 9, 2015 and adjusted the ice maker arm. No further issues with the ice maker have been reported since October 9, 2015. We recently returned on February 23, 2016 to tighten a loose handle on the refrigerator. We would also like to clarify that [redacted] purchased his refrigerator at a Sears Home Appliance Showroom which sells new product direct from the manufacturer. We apologize if [redacted] was misinformed that he had purchased a refurbished refrigerator from an outlet store, as this was not the case. As far as [redacted] request for an exchange is concern, we did not find this was warranted, particularly since the refrigerator is operational. With that being said, since we have addressed the concern brought forth in [redacted] complaint, we have closed our file. Again, 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 Complaint Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted]
I am rejecting this response because:
 
“Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair.  If you choose not to have your <product> repaired, you will be charged a non-refundable fee of $96.00.”
What they told me as stated above enforce my understanding of the refund. I even asked the technician if the amount was going to be refunded and he said it should.  If you analyzed it, it contradicts itself what Ms[redacted] indicates.  When you call for service they clearly indicate that they’ll charge you for the diagnostic.  They don’t go to your house for free. That is why I accepted their terms of the verbal contract and now Sears is not willing to accept their own terms that they offered.  Let me put it more clear, when you go to an auto dealer with a car problem they charge you for the diagnostic and if you decide to have the service done their diagnostic fee will be applicable to parts and labor.  They don’t diagnostic for free as it cost them to do the service.  Cannot accept this deceiving practice they are performing and want my refund as part of the verbal contract. 
Sincerely,
[redacted]

[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] rebuttal regarding Sears Home Services and repairs to her washer. We have a service call scheduled to have a technician verify Ms. [redacted] concerns on July 19, 2016. Once the service call has been completed, we will provide an additional update. Although Ms. [redacted] would prefer us to keep her case open until she feels her washer is working as designed, our agreement with the Revdex.com restricts the length of time a complaint can remain open. Ms. [redacted] has our written commitment to repair the washer as called for in the terms and conditions of the protection agreement covering the washer. Therefore we feel that keeping this case open during the interim is unwarranted and we ask respectfully request that this matter remain 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]

August 8, 2016
 
0pt" class="InsideAddressName">Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – William [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted]’s complaint regarding the repair of his mower.
 
Upon receiving Mr. [redacted]’s complaint we escalated his concerns to Ryan [redacted], District Service Manager, who states the following:
 
I have spoken with two of the three technicians who have worked on the mower.  In summary, we are not replacing the tractor mower because it has been properly fixed with the necessary parts installed, totaling $300.  There is nothing we can do further at this point.
 
The repair completed on July 25, 2016 where the battery was replaced should not have been covered since it was after the 90-day point.  This was done by the tech as a one-time customer courtesy since there were previous dissatisfactions surrounding their experiences.  On July 14th, after our technician replaced the engine heads, he confirmed it was running perfectly and actually cut their grass to confirm everything was okay.  The mower had an issue after the 30-day mark, but within the 90-days, so we ran the service call and repaired the tractor.  That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]@searshc.com

I placed on order on the 16th of March for a computer. A few hours later I received an email stating my order was on the way. I have been tracking my package everyday because I live in NYC and I need to be home. On the 22nd I called Sears because my order has not been shipped. It was a third party seller who was shipping my package so I requested Sears to contact them and I asked for their number. The number was a fake google voice number and the company vvaluestore can not be found on any website. I called Sears to inform them something sounds wrong. Sears first told me they could do nothing until the 28th when my package was gauranteed for delivery. They reached out to the seller and the seller did not respond. I asked for my package to be canceled and they told me they could only cancel my order only after they heard back from the seller with the fake number. 3 days later they have not heard from the seller and now it's Friday the 25th and my package is suppose to be delivered ground from the Las Vegas area by Monday. Sears has yet to cancel my order and give me my refund that I asked for several days ago. It's very concening they have over $1000 of my money and I keep getting a script read to me of the same thing over and over again. The company they have used to outsource their calls are horrible. Several managers got attititudes with me but how can I expect someone in the Phillipines to feel sorry for the "rich" American when they make less than 5k a year. Since my complaint Sears has removed this seller from their website and Sears refuses to cancel my order. According to the phone agents my request has been submitted but no word from Sears on when that will really happen. I have been a faithful customer for 16 years and I am very disappointed at how bad the service has become.

Complaint: [redacted]
I am rejecting this response because:
To whom this may concern,
I have received the $50 check today. I was not told a ONE TIME $50 reimbursement. I was told a $20 every week from the day the washer quit working up to the day it is fixed. My washer quit working January 23rd and did not get fixed until March 21st. I am very sure Sears has records of how many times I called because the washer was not fixed and they have to send another technician and I have to miss work again. I just don't understand why I need to keep on fighting this. I lost money for the missed work days, my water and sewer bills doubled because of the washer and I still have to fight about my laundry reimbursement. I just hope Sears would be fair and give me the rest of the money promised.
Sincerely,
[redacted]

January 14, 2016     [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re:  [redacted]   Dear Ms. [redacted]   We have been unable to complete the investigation of [redacted] complaint regarding the repairs for her RCA TV. We forwarded [redacted] complaint to the service unit. [redacted] the Distric Service Manager left several message for [redacted] to contact him directly at [redacted] so we could provide her with a sooner service date than the scheduled Jan 12, 2015. Mr. [redacted] never received a call back despite leaving several messages. Our service technician arrived at the home on January 12, 2015 but no one was home. We are more than happy to assist Ms. [redacted] if she is still in need of assistance she needs only to contact Mr. [redacted] at the above number. In the interim, we will consider [redacted] matter closed, pending her response. We apologize to Ms. Johnson-krick 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 [redacted]

April 19, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]
[redacted]   We have completed the investigation of [redacted] complaint regarding his online order and request for a refund.   It is unfortunate that we failed [redacted] expectations as we value his patronage. 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 his order we found that the order had been cancelled and a refund was processed on April 8, 2016. For [redacted] records a refund of $94.99 and $422.21 was credited back to the same form of payment he originally used at the time of purchase. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him 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

October 20, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]-Diana [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding her washer. ...


Upon review of our files, it was discovered that there have been some developments since Ms. [redacted] filed her complaint. Ms. [redacted] did indeed pay the $79.00 diagnosis fee in question and she declined the estimate provided to her to replace the bearings on her washer, which is not covered under her limited manufacturer's warranty. That same day, she purchased a service contract and called to schedule another appointment for repair. A repair was performed that would have cost her $660.00. The issue is that only one of our service contracts allows coverage for pre-existing conditions and that is not what she purchased. Accordingly, our technician could have declined to perform the repair on her washer, but he did not and she received not only a repair valued at $660.00 for the cost of her service contract ($363.42) but she also has coverage for any further breakdowns that may occur until September 24, 2018. We were willing to consider refunding the $79.00 fee as a courtesy, but considering the aforementioned information, we do not find that to no be reasonable given the current circumstances and 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]
[redacted]@searshc.com

January 4, 2017   [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 his surprise points.      As clarification, there are stipulations to promotions and a threshold in pricing is one that frequently applies when using surprise points. Typically, the promotion will say that a certain amount must be purchased in order to use the points. Also, sales or clearance items may be excluded at times as well. We apologize if this was not clear to Mr. [redacted] As a courtesy, we have added $10.00 worth of points to his account and these will be valid for one year from the date of this letter.  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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

November 10, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]  [redacted] [redacted]
[redacted]We have completed the investigation of [redacted] rebuttal to our response regarding her allegation that we damaged the oil dipstick when she brought in her vehicle for an oil change.
We have [redacted] second rebuttal, and we still do not find that she has brought any new information to her complaint.  While we understand that she was dissatisfied with the service she received, the fact remains that our technician discovered the broken dipstick prior to any work being performed.  Sears Auto Center denies all wrongdoing and misconduct alleged in the customer’s complaint.  With that being said, since [redacted] has not provided any new information, her request for a refund has been denied. As this decision is commensurate to the circumstances, we have closed our file.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]

March 7, 2016 [redacted]...

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted]              [redacted] We have completed the investigation of [redacted] complaint regarding a recent purchase. District Manager [redacted] provided the following response: We have agreed to process a full refund. Should [redacted] need to speak with me ([redacted] I may be reached at [redacted] during normal business hours. In light of the aforementioned information, we respectfully ask that this matter remain 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

May 9, 2016
 
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611 
[redacted]
 
[redacted]
 
We have completed the investigation of [redacted] complaint regarding his request for a refund for [redacted]’s candies purchased from Kmart.  
 
It is unfortunate that we failed [redacted] expectations when he recently requested a refund from Kmart. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure [redacted] that his concerns have been forwarded to management for review.  As a result of this action, [redacted] Manager for Kmart Store [redacted], spoke with [redacted] on April 27, 2016, to apologize for his experience and invite him to return with the items to be refunded.  [redacted] informed [redacted] that although he would be out of the store through May 1st, any manger would be aware of the issue and able to assist him with the refund.  As of the date of this letter, it appears that [redacted] has not yet returned to our store.  As his purchase has already exceeded our stated return period, we ask that [redacted] return within the next 10 business days if he would still like to receive a refund for the candy.  Until he returns to our store, we can only reiterate that we truly regret any inconvenience he may have experienced.  We respectfully ask to have this matter closed, since we have noted [redacted] comments and an equitable resolution has been proposed.
 
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
[redacted]

I ordered a brand new [redacted] top loader washer and dryer and have had nothing but problems with the washing machine. The washer constantly shows UE and I cant finish a complete load of laundry. I purchased the protection plan the the warranty company has been awful to work with and has done nothing to resolve the issue other than send more people out to do nothing.
The techs have either now shown or will show up at 8pm when the scheduled time was from 3-6. Also when calling in to the Sears warrant company it takes on avg 45 min to get someone on the phone and they are not willing to resolve my ongoing issue. Worst experience ever and customer service by any big box store and will not refer or buy one more single item from Sears.

Complaint: [redacted]In order to properly document this file,  I am rejecting this response  and providing an update.  Sears has agreed today 1/24/2017 not to send the previous installer back to my rental property.  Instead they will exchange the dishwasher, providing me with a new one because the installer has held onto this since December 3rd.  Sears has also agreed to deliver the dishwasher to the rental property on Feb 3rd.
Thank you for your assistance with this complaint, and I appreciate the quick response from Sears.
Sincerely,
[redacted]