Sears Holdings Corporation

September 14, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #[redacted]–Daneece [redacted]            
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted]’s complaint regarding her recent experience.  
 
Store Manager Carlos [redacted] provided the following response:
 
I have spoken with Ms. [redacted] and arrangements have been made to provide her with the discount she was seeking. It was also my understanding that she had been given $200.00 worth of Shop Your Way Rewards points in connection with this issue as well. Should Ms. [redacted] have any further questions, I (Carlos) may be reached during normal business hours at (912) 267-6915. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
 
 
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,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
 
Tell us why here...

I bought a [redacted] side by side Refrigerator from the Sears in Fairfield CA just 6 months ago and the whole front of both the stainless steel panels are rusting. I called Sears and they do not cover this under warranty. It's an obvious defect. The customer service rep even told me she had others with the same complaint sold from the same time. I'm so furious! I haven't even finished making Payments and I am left with a piece of junk. I thought Sears was better than this. I bought from them because I thought they stood behind their products. I was so wrong.

Complaint: [redacted]
I am rejecting this response because:
I do not agree with there statement that they place bold print that you are not buying from Sears. Sears charged my CC and Sears refunded my money after they discovered their error. When I called they offered me a $ 10.00 gift card for there mistake. While I do understand that there really is nothing more I can do I want to go on record as to not being satisfied with their handing of the issues. In the fine print it state sold by  and now the same blower is back on the site for over $1000.00 like I stated in the first place BAIT and SWITCH.
Sincerely,
[redacted]

September 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94562027 - Kenny [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]' complaint regarding our technician not making it to his home during the time window scheduled of 1:00-5:00 and then the subsequent cancelation of the call when it became apparent the technician would be unable to arrive on that date at all.
We would first like to apologize for the delay in responding to Mr. [redacted]' complaint. The Revdex.com recently changed the system through which we receive complaints and there were some that dropped out of site, while still needing to be answered. This was fixed by the Revdex.com but then caused us to have a bit of a back-log that delayed our response.
With that said, we have reviewed Mr. [redacted]' concerns and apologize that we were unable to meet our scheduled commitment. As with any business that deals with appointments there is always a chance that a call might have to be rescheduled due to another call that ran considerably over the time allotted and/or that everyone scheduled to work may not have made it in. The technician that called Mr. [redacted] in the evening is not necessarily the same technician that might have been assigned his call earlier in the day. There is a point that even our technicians have to call it a day, and we cannot require them to continue working so far past their scheduled time.
In Mr. [redacted]' case, it is hard for us to piece together what might have happened earlier in the day that caused his appointment to have to be canceled. We do know though that as an expression of our apologies for not being able to provide service on the originally scheduled date, Mr. [redacted] was offered a discount of $65.00. He seems to dismiss this as a minor accommodation when in fact it is quite a substantial one from our perspective. In his complaint he says he will not do business with us no matter what is offered, so at this point we are unsure as to what resolution he may be seeking. If he would still like to have us complete a repair for him, we would be happy to expedite a repair date and have the service unit watch over it to ensure the call is completed without incident. We would also be willing to increase the offer to cover our estimate fee of $99.00. In this way, if Mr. [redacted] were to decline our estimate and choose to not have the appliance repaired, he would not be out any monies as we would cover that fee and if he accepts then he would receive a $99.00 deduction off the price of our labor. Other than this, we do not see that any other resolution is feasible but we are certainly open to suggestions. In the interim, since we remain willing to provide service if Mr. [redacted] still requires assistance, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com

October 30, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: 11777832 – Mrs. Kim [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mrs. [redacted] complaint regarding her recent online order experience and request to return rims purchased from a Third Party Marketplace Seller.   As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search.   It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.   With that said, our records indicate that Mrs. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mrs. [redacted] case, the order was fulfilled by [redacted] located at [redacted], Email: [redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mrs. [redacted] records, we have included our disclaimer below:   Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.   Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.   After reviewing the notes in the order, an email was sent to the seller on Mrs. [redacted] behalf. The seller replied asking that Mrs. [redacted] provide them with a picture of what she actually received versus what the order shows she ordered. Since the seller and Mrs. [redacted] are in direct contact with one another, we have noted her concerns and respectfully ask to have this matter closed in the interim.      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

October 12, 2015
[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 performance of his recently purchased refrigerator and his request for an exchange.
According to our records, the refrigerator was delivered on June 12, 2015 and [redacted] called our customer service on September 15, 2015. [redacted] requested an exchange because the refrigerator is too noisy and he wanted to purchase a different model. As clarification, Sears does have a 30 day Satisfaction Guarantee period where you can exchange or return a product for any reason. Regrettably, [redacted] purchase was over the 30 day period and he was informed that it does not qualify for an exchange
However, as a good-will gesture, on October 5, 2015 we offered [redacted] a one-time exchange from Sears with a 15% restocking fee. [redacted] paid $1119.99, less the 15% restocking fee of $167.99, he has $951.99 to reselect another model refrigerator. [redacted] accepted the offer and will contact us with his reselection information. [redacted] must contact us on or before October 19, 2015 to complete the exchange order. In the interim, since we have provided [redacted] with his desired resolution, 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]

my name is [redacted] I reside at [redacted] in [redacted],Florida XXXXX......telephone # XXX-XXX-XXXX my age is 87 years old for 23 years I have kept up my protection agreement on my air condition/ furnace and for every year the
callers from sears call to sign me up for the protection agreement and tell me if anything with my air or heat goes wrong I will be covered but none of the sears phone rep's mention anything about rust now i'm being told that sears won't cover any unit that has rusted.....but sears has been repairing that same unit for 23 years why was'nt the unit replaced before it got to bad.......;.I was told that sears did not stand behind their word and would do anything and everything to keep from doing a replacement of my unit and I can't believe they are doing just that.........but this has been going on for 2 months with no heat in sight yet......but I will promise i'm gonna call the [redacted] NEWS TEAM so they can show the world how sears treat older people

November 16, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]  [redacted]We have completed the investigation of [redacted] complaint regarding her recent visit...

to one of our auto centers.Upon receiving [redacted] complaint, we escalated her concerns to [redacted]i, Auto Center Manager of Unit# [redacted] who states the following:[redacted] did not bring the car in but rather [redacted].   [redacted] did not ask us to look at the car to determine where his strange noise was coming from or to evaluate anything.  Although I did not wait on [redacted], I was present on the sales floor when he came in.  [redacted] stated that he wanted 2 tires for the front, 2 complete struts for the front, and a front end alignment.  Again, he did not request that we evaluate his vehicle for any noises. These repairs came to approximately $1,000.00 which he authorized.  Upon inspection we found that the vehicle had hit something as the front bumper was very loose as was the license plate and the plastic undercarriage had missing push pins so that was also loose.  It was determined that in order to install the struts and perform the alignment, he would have to also replace the control arm and sway bar links in the front.  [redacted]  [redacted] was notified and he authorized these repairs which brought the total to approximately $1,600.00.  A week later[redacted] returned stating he was hearing a noise. We therefore looked at his and the only thing that might be causing this would be a ball joint.  [redacted] authorized this repair to be done for approximately $200.00.  A week later, [redacted] called stating she was hearing a strange whistling noise but it was intermittent.  We invited her in so we could look at vehicle.  The vehicle was taken on a test drive however we could not pin point her noise. There were noises coming from the loose front bumper and plastic shield that was also loose.  The only whistling noise we could locate was when turning rear wheels there was a squeak that was intermittent.  We therefore suggested that we do a complete brake evaluation so we could see if it was indeed a caliper making the noise and I would work with her once we knew what the issue was.  [redacted] did not want us to remove her rear tires or do an evaluation at that time. She stated to me she wanted to think about it first and would get back to me.  At this time, I have not heard back from [redacted].  The total for repairs on this vehicle came to $1,800.00, not $2,500.00 as she stated. All repairs were authorized by [redacted]  [redacted].  As a brake evaluation has still not been authorized for us to do, we do not know what, if anything she needs.  We have not done anything wrong and are always willing to work with our customers.  That being said, because we have addressed [redacted]’ complaint, we respectfully request 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]

I purchase a mattress set and frame at the great northern mall in lorain oh which was a very bad experience is was schedule to me delivery on Jan 21 received the mattress and frame the box spring didn't fix so the delivery guy call in and reorder which the customer service stated they where ordering a split and we would receive a call with in the next 4 to 5 days which we received a call the same day tell us to go to the store to have them reprocess so we went in to the store on Jan 22 and nobody knew what to do the manager on duty did nothing but instructed the sale lady to contact a nother sales rep for help after spend over hour in the store was told that we have a delivery for Monday asked if was for split was told yes and we we would received a call which we did andon jan 23 we received the same box spring which I was not happy I try to call the store and customer service serve time and nothing nobody no what to do final on Jan 24 I went back in the store after 2 hours I thought it was resolve but no I received a call Jan 25 tell me that my delivery date Mon Jan 30 has been change to Feb 1 tryto solve this with delivery was told nothing they could do that they had no box springs as my mattress continue to lay on it side nothing as of today Jan 25 was resolve and nobody act like they care at all which is very not customer service ..... the customer service is a negative 0 nothing I would never refer anyone to the store or have to deal with customer service both are a fail and corporate should all and start fresh and I can see why its a decline in sale and store are closing

(The consumer indicated he/she DID NOT accept the response from the business.)
This is past the close of business on 10-2-15 and I have NOT been credited as promised. I have been dealing with this company and their lies of credits for what products I never received. They have VERY poor customer service and computer systems to validate what they have charged and what they have credited customers. This was their mistakes and they have yet to take ownership or have a sincere apology.

July 7, 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 the repair of her washer.  We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]   Upon receiving Ms. [redacted] complaint, we contacted [redacted] with [redacted] for assistance.  On July 7, 2016, Ms. [redacted] spoke with Mr. [redacted]  Mr. [redacted] explained that another repair company had repaired his washer.  Therefore, as a courtesy, we processed a refund totaling $534.13.  Two credit requests were submitted on July 7, 2016; one for $425.13 and a second for $109.00.  Ms. [redacted] should see the refunds post to her [redacted] account ending in [redacted] in the next seven to ten days.   Ms. [redacted] originally paid a total of $594.13 for the washer repair, but our records show that she was previously issued a $60.00 refund by one of our customer service groups on June 10, 2016.   With that said, since an equitable resolution is being provided for Ms. [redacted] 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

November 5, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  # 10886312 – Patricia [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding the functionality of...

the washer portion of her laundry center.On receipt of Ms. [redacted]’s complaint we scheduled a senior service technician to run a full diagnosis of the washer portion of the laundry center. Our senior technician did not find any mechanical issues or problems with this washer. We agree that the pictures of the wash cloth Ms. [redacted] presented for our technician’s view is dingy looking but there are multiple possibilities for this; the water quality in her area, weather Ms. [redacted] in on city or well water, the EPA listed the water quality in the Mount Laurel area as a 1 out of 100 with the higher the number indicating the better quality the water, the water temperature is highly important as well for example if Ms. [redacted] is washing whites and selects the hot water wash but her water temperature is lower than 110 degrees when it reaches the washer then the results of that wash cycle will be poor. This of course is due to the water temperature not the washer. Other factures that can affect her washing results are the quality and amount of soap being used even the type of cycle selected for the load can affect the results. Some generic soap brands when used with hard water will not clean at all. We would like to take a moment and point out that until we received Ms. [redacted]’s complaint from the Revdex.com at no time did she contact Sears to inform us that she was not happy with the wash results of her washer. In fact we have only one service appointment for the washer on May 11, 2015 and the complaint at that time was that water was still left in the tub after the draining cycle. At that time our service technician found that there was a loose wire connection to the drain pump and this was repaired. We feel that if Ms. [redacted] was not satisfied with the cleaning performance of her washer she should have been able to determine this and bring it to our attention within the first few months of use.  This does not seem like an unreasonable requirement.  We are sure that Ms. [redacted] did many loads of wash during her first three months, and at no time during that initial trial period did she apprise us that the machine did not perform to her standards. Since we have examined and determined that the washer is functioning correctly and explained why we will not be replacing the laundry center for Ms. [redacted] we have closed our 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,Vanessa L. [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directVanessa[redacted]@searshc.com

January 13, 2017
[redacted] 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...

her dissatisfaction with the delay in receiving her refund for the item that was cancelled on her 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. We reached out to Chaz [redacted] Store Manager for Store [redacted] to assist with Ms. [redacted] concern. He researched and discovered that Ms. [redacted] should have been refunded $12 worth of Shop Your Way Reward points. He contacted Ms. [redacted] and advised her that he would issue the refund. He also offered to add an additional $25 worth of reward points to her account for the inconvenience; she accepted the offer. 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]
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sears is definitely not doing the right thing!!
I feel as though they just said they were either giving me yet another PLASTIC HANDLE which is totally ridiculous and not solving the issue or giving me 100.00 towards a new microwave.( No other choices were given) Why should I have to buy a new microwave they should be held accountable. So, Matilda [redacted], the woman who has been handling this situation told me its not a Sears issue it LG I should go after them. So why is Sears not accountable? I bought it from them and paid my protection plan. Might I also mention I paid this protection plan until 21017. I have all the paperwork too! They were telling me what they were doing and not actually making me happy and doing the right thing. They did ask me to measure the distance and I did reply which was well within the limits. They just say it is cosmetic.... well it is not to me it is clearly a SAFETY ISSUE when the peels from the handle drops in your food. They were to my house many times to replace this handle and clearly is a flaw in the design and many many complaints online with this product as well. I am not satisfied this with this. I should not have to wait for a recall they should step up and do the right thing either a stainless steel handle or they pay for a new microwave.
Sincerely,
Lisa [redacted]
 
 
Lisa [redacted]

October 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94574131-Ronald R. [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding a part...

for his saw.
According to our records, it was determined that the motor for Mr. [redacted]'s saw is not available any longer. We try to provide parts for as long as possible, but at some point in time, the demand for these items will decrease and our supplier may decide to discontinue production. A full refund was issued to Mr. [redacted]'s account on October 13, 2015 when this was discovered. That refund should reflect in 3-5 business days. Usually, the diagnosis fee ($79.00) is not refunded as consumers are advised when setting up their appointments that this is a non-refundable fee whether the repair is finished or not. However, this was refunded as a customer courtesy.
Mr. [redacted]'s saw was purchased in 1996 according to our records and it carried a one year manufacturer's warranty; therefore, and replacement costs would be his responsibility. In the interest of customer satisfaction, we are willing to discount the purchase of a new saw from Sears by 10%. This would apply on top of current sale prices, but not on clearance, closeout, floor model, previously used or outlet merchandise. Should Mr. [redacted] wish to accept, I may be reached during normal business hours via email at Tammie.[redacted]@searshc.com. This offer is valid for 30 days from the date of this letter; after that, it will be null and void. 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

Purchased 2 queen mattress and box spring sets with two headboards and frames at the store located in Melbourne, FL from [redacted].'
The first delivery was clean and smooth. As of today, 8/9/16, this will mark the third attempt to deliver the other set. First attempt the bed frame had no rivets and hence was not usable. The second attempt the screws delivered inside the frame box were too large to fit the frame to attach the headboard. After my two trips back to the store to see Wendy and Goldie, they informed us Sears recently changed their frames and hence "I guess the frames are no longer universal to fit any headboard" and "This is the first time I have ever heard of this happening" etc.
Today we will swap out the existing newer bed frame to replace with the older Sears universal version and hopefully the screws are long enough to hold the headboard AND fit into said frame. What a mess.
One month later and with fingers crossed for today, the third attempt is the charm. Hopefully, Goldie or Wendy, the sales staff at the store, are in sync with the product delivery team. If they knew their products at the store level and had quality checks ffrom the delivery site, aka open the box and check to see if the screws fit prior to actual home delivery arrival or see if the frame from China actually had rivets in it, then all this would of been avoided vs. the 'hit and miss' approach. Very disappointed and frustrated. Goldie did inform us that her manager was on vacation this week and any alternative screw attempts were off limits as they 'are locked up in his office' during the past Saturday and Sunday trips to the Melbourne, FL store. Incompetence comes to mind and if the manager quits after vacation hope someone gets the keys. Seems that with proper delegation of duties and access that could of been avoided as well. If the manager has a box of screws in his office, is this really the first time 'we have ever heard of such a thing?'

[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL  60611[redacted] We have completed the investigation of [redacted] complaint regarding Sears
Garage Solutions and the...

installation of her garage door opener. [redacted], Sears Garage Solutions, Support Specialist provided the following
response:The
local franchisee has informed our office that they have resolved [redacted]
complaint to her satisfaction. We were informed that the garage door opener was
installed on November 5, 2015. Additionally, we were advised that the local
office provided Ms. [redacted] with a $25.00 discount. If I can be of any
additional assistance to Ms. [redacted], she can reach me at [redacted]. Since we
have noted our response to [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,[redacted]Regulatory
Claims SpecialistSears
Holdings Corporation[redacted]

November 23, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No[redacted]
Via: 1st Class US Postage
Via email:...

[redacted] Dear Ms. [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 Mrs. [redacted] complaint, the inspection results confirmed that the leak came from the bathroom plumbing being loosened. The bathroom tub piping is an open area with easy access. However, we are unsure how the piping became loose. The service tech successfully tightened the lose pipe and there is no more leak.
The damages have been denied because the job was completed on 1/2/2015 per the completion certificate form signed by the customer. That being said, we would have been aware of any leaks right away if the installation was an issue. On page 2 of the contract under Sears’ limited warranty on installation if proven faulty within one year after completion of installation Sears will correct by repair at no additional cost to the customer. At this time, the original workmanship warranty is expired.
It was suggested that the member may want to hire a local carpenter or plumber. The pictures the service tech took show pre-existing damages. These damages are not from the original installation. Additionally, the customer may want to contact their homeowners insurance as this may be normal wear and tear.
At this time, we respectfully request that you close your file as we have fulfilled our contractual obligation to the customer. On behalf of SHIP please know that we value Mrs. [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]

Initial Business Response /* (1000, 5, 2015/07/27) */
July 27, 2015
[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 with the delay of her cook top order and the time frame quoted for her refund.
It is unfortunate that we failed Ms.[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 we may determine whether future changes are needed to avert future problems of this nature. Additionally, we have reviewed Ms.[redacted] recent order cancellation and confirmed that Sears immediately issued a refund of $$688.99 to Ms.[redacted] Visa account ending in[redacted]. This refund was issued in two amounts of $250.00 and one amount of $188.99 on July 11, 2015. The proposed time frame of the refund was provided as solely a suggestion of how long it may take for her bank to post the amount, since the date that refunds are posted and visible to a customer is entirely up to the banking institution. While we empathize with Ms.[redacted] situation, the issue she experienced was not due to a change in the supplier or manufacturer's availability, rather than any error on Sears' part. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We respectfully ask to have this matter closed since we have noted Ms.[redacted] comments and confirmed that the appropriate refunds have 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]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The refund was not immediate! I canceled the order on June 26, the refund wasn't processed until two weeks later, on July 11. I was given some story of computer issues and it wasn't processed when I canceled the order.

Hello,
After filing the original complaint, I did some research and found out that I could return my online order at the store, with no extra fees. The situation has been taken care of already.
Jason [redacted]