Sears Holdings Corporation

November 3, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611
[redacted]We have completed the investigation of [redacted]
complaint regarding non-receipt of a refund...

for a futon she returned to
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
have confirmed that a refund of $374.74 was issued to her account ending in
[redacted] on October 14, 2015.  The reference number
for this transaction is[redacted]   [redacted] may provide this number to her account provider if she does not yet see
her refund.  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 [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]

August 9, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11575063 – Arthur A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’...

complaint regarding the problem his mother encountered when she attempted to return the lawn mower 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 Kmart.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...gas powered lawn equipment are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value. ” Since Mr. Harris’ mother purchased the mower on June 1, 2016, and attempted to exchange it on July 7, 2016, she was clearly over the 30-day “hassle-free” exchange period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the lawn mower is covered by the manufacturer’s warranty for parts and labor to service the mower. If the lawn mower is not working, then he must drop off the mower at our store so we can send it off for a warranty repair. If our technician deems the unit non-repairable, then we would offer an exchange under the manufacturer’s warranty; not a return. We made multiple attempts to contact Mr. [redacted] and left voicemails and sent emails with our contact information. Since he has not responded, we are unable to discuss the matter with him. In the interim, we will consider this matter closed, pending his response.
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
[redacted]@searshc.com

October 10, 2016
 
0in 0pt" class="InsideAddressName">Nita [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]’s complaint regarding a line trimmer that is not working to her satisfaction.
 
We have received Ms. [redacted]’s complaint and apologize that her line trimmer is not working the way she feels that it should.  We would like to note that Ms. [redacted] purchased her line trimmer on 6/12/16 and the return period of 30 days from the purchase date has since passed.  Unfortunately, we are unable to return Ms. [redacted]’s line trimmer.  That being said, because we value Ms. [redacted]’s patronage, we have processed a gift card in the amount of $50.00 which will be received in 7-10 business days to the address listed on this complaint.  That being said, because we have addressed Ms. [redacted]’s complaint, we respectfully request 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 Complaints Specialist
[redacted].[redacted]@searshc.com

February 1, 2017   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted] [redacted]   Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding her dryer repair.   It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her dryer. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly.  We sincerely apologize for any inconvenience we may have caused Ms. [redacted]   Upon receiving Ms. [redacted] complaint, we contacted the local service unit to try to expedite the repair.  Although they contacted our Routing department for sooner service, a technician could not return to Ms. [redacted] home until January 24, 2017.  On the day of service, the technician determined that the control board should be replaced.  The part was ordered and the technician returned on January 31, 2017, to install the part; completing the repair.  With that said, since we have documented Ms. [redacted] concerns with the repair process and we have completed the repair to her dryer, albeit later than expected, 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

Initial Business Response /* (1000, 5, 2015/08/31) */

[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 Sears...

Auto Center.
[redacted] Assistant Auto Center Manager, provided the following response:
Ms. [redacted] has returned to the auto center and has received a refund. Additionally, we had offered to perform a complimentary brake inspection, but Ms. [redacted] has advised that she will be taking her vehicle to her local dealership for brake service. Since have refunded Ms. [redacted], 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]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] called and asked what they can do to resolve the issue. At that point I told him I would like a refund because the problem was not resolved with my truck. I informed him I would go to a local dealer to resolve my brake issue. While I accepted the refund; I am still concerned that the issue regarding the statement the service technician made regarding my transmission being the next problem I would have was not addressed. As I stated in my complaint if in the near future I have an issue with my transmission, I reserve the right to hold Sears responsible. This is solely based on the fact that they charged me for services they did not perform and made a threatening statement when I tried to have the job re-evaluated.
Final Business Response /* (4000, 9, 2015/09/14) */

[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] rebuttal regarding Sears Auto Center.
[redacted] Sears Auto Center, District Service Manager provided the following response:
When Ms. [redacted] vehicle was in the auto center for a squeaking noise, the technician mentioned that maybe the nose was emanating from her transmission, drive shaft or differential. It is important to note that there is no correlation between the service we provided and the transmission of the vehicle. Sears Auto Center cannot be held responsible for an issue that we brought to Ms. [redacted] attention. We identified the issue in good faith to advise of a possible future issue. Brakes and the transmission have no relationship. That said we ask that this complaint 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]

February 17, 2016   [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 recent orders.   As clarification, Mr. [redacted] orders were placed through one of our Marketplace vendors. Some time ago our online website began hosting 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 we become a “one-stop” online shopping destination.  Much like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up.    With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders.  However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors.  In the case of this item, it seems two different sellers had the same issue with the listing. We have forwarded this for correction. Regardless though, the merchant clearly did not have any intent to sell the entire sectional at such a substantially reduced price.   As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site.  With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours.  An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost.  When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected.   Most online retailers post similar terms of use, and we stand by our disclaimer.  In case Mr. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:   “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN. Placing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, since the price shown was not accurate, and our records reflect that the sellers have refunded Mr. [redacted] money, we are unable to honor his request to receive the merchandise for the substantially incorrect price.  As this decision is in accordance to our posted terms and conditions, 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, [redacted] Specialist, Regulatory Complaints Direct Dial: [redacted] Email: [redacted]

Sears urged me to set-up an auto ship for new Water Filters with my refrigerator. When attempting to cancel such order I have been bounced from one contact to another and it took over an hour to even get connected to the correct department or told the correct information.

June 2, 2016
 
0pt" class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
[redacted]
 
Dear [redacted]
 
We have completed the investigation of Ms. [redacted] complaint regarding the multiple repairs of her washer.
 
We have received Ms. [redacted] complaint and apologize for the numerous repairs that she has had on her washer.  We would like to note that Ms. [redacted] had repair on May 21, 2016 where it was determined that the valves in her washer were bad.  She declined the repair.  That being said, because we have addressed Ms. [redacted] complaint, we respectfully request 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 Complaints Specialist
[redacted]

May 23, 2016 [redacted] Better...

Business Bureau   330 North Wabash Ave., Ste. #2006 Chicago, IL  60611                   Re:  [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with his local Sears, after he was charged for a lawnmower he never received. It is unfortunate that we failed to meet Mr. [redacted] expectations in regard to the recent lawnmower transaction.  Upon receiving Mr. [redacted] complaint, we contacted Store Manager [redacted] and our Accounting Department for assistance.  Accounting advised that the quickest way to resolve this issue was for Mr. [redacted] to dispute the charge with his bank.   Mr. [redacted] spoke with Mr. [redacted] on May 12, 2016, and he advised that he had already disputed the charge with his bank.  Furthermore, he expressed his extreme frustration with the situation and indicated that he did not intend to shop at Sears again.  With that said, since Mr. [redacted] has taken the steps necessary to receive a credit to his account and we have documented his concerns with his recent purchase, we ask that this matter be closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.  Sincerely,              [redacted] Regulatory Complaints Specialist

January 8, 2016

"Arial","sans-serif"; font-size: 12pt;">


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

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

Dear [redacted]

This letter serves as an update regarding the above-referenced matter. I have been in correspondence with Mr. and Mrs. [redacted]. SHIP’s district office confirmed the storm door was in and is ready for installation. An appointment was scheduled with the [redacted]s for 12/30/2015. However, once the installer arrived to install the storm door, it was discovered that the frame needed to be replaced as well. The installer was not able to complete the storm door installation, but was able to reconnect the [redacted]s’ alarm for them. An order has been placed for a new frame and the frame is expected to be shipped from the manufacturer on 1/18/2016. Once we receive the frame in our warehouse we will be able to coordinate and schedule the installation with the [redacted]s. I will continue to update you further as necessary.

Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted], or via email at [redacted]

Sincerely,



[redacted]
SHIP/HI Regulatory Complaint Specialist

cc: [redacted]

This is a copy of the email we sent to Sears/[redacted]
When my husband and I decided to replace all of our major appliances seven months ago, we did our due diligence and opted for [redacted] Elite — the top rated appliance on Consumer Reports. We spent almost $8,000 at Sears on a dishwasher, fridge, microwave and stove. All four appliances were installed on May 6, 2015. Three weeks ago, our nightmare began.
Our fridge began making intermittent loud noises on Nov. 3, almost like a generator. It got progressively worse and so I recorded it on my phone and contacted Sears’ customer service on Nov. 10.
A technician came out on Nov. 13 and was unable to view an error code because the noise did not occur while he was here. I played the recorded sound for him, but he was unable to determine if there was an issue and what the issue was. He said, “All [redacted] do that.” He did suspect that it had to do with the cold air coming up from the freezer into the fridge.
The noise continued for another week until Nov. 21 when the fridge stopped cooling altogether. I called Sears on Nov. 22 to report it and they said they couldn’t get another technician to our house until Dec. 7. She put it in as an emergency and rescheduled to Dec. 2.
On Nov. 23, the temperature in the fridge continued to plummet, so I called Sears again to see if we could get a technician out to our house before Dec. 2 or replace the fridge altogether, given that it was only seven months old. In all, my husband and I made six calls to Sears’ customer service, talked to nine different people and spent over an hour on the phone.
In addition to losing the contents of our fridge, we were also concerned that Thanksgiving was looming and we were hosting family and planning on prepping enough food for ten people. Where would all the food go? We were told if Sears couldn’t get a technician to our house by Nov. 24, they would send a replacement by Nov. 23. However, on Nov. 24 —two days before Thanksgiving — we received an email that said we did not qualify for a replacement.
On Nov. 23, I tweeted about our nightmare experience with the [redacted] appliance and Sears’ customer service. I also posted on Sears and [redacted]’s Facebook Pages. Sears responded to my comment with a private message; I never received a response from [redacted]. Sears promised to have a technician out to our house on 11/27, the day after Thanksgiving. My daughter-in-law, who works in media, also tweeted.
We were incredibly frustrated. I messaged back that we expected a replacement and would not be shopping from Sears again. I received the backhanded apology, “We regret to hear you feel that way, Brenda.”
A technician arrived today (11/27) and said the fan switch wasn’t working, that the water/ice connection wasn’t working and that he would have to order parts WHICH WOULD TAKE A WEEK TO ARRIVE.
We have been dealing with this issue since Nov. 3. We have not had a working fridge since Nov. 21, through the Thanksgiving holiday. Can you imagine what that has been like?
We plan on leaving reviews of your “top-of-the-line” appliances and lack of customer service on your sites, on Amazon, on Consumer Reports and anywhere else we see relevant.
To say that we’ve been disappointed, upset and discouraged by this entire process and with your product, doesn’t really cover it. If this would have been a microwave or a dishwasher, we could understand the repair of these appliances are not crucial to the maintenance of a household and that the delay in receiving service could be tolerated.
The repair or replacement of a refrigerator is an entirely different matter which should require IMMEDIATE ATTENTION. The cavalier attitude and indifference with which we have been treated is not acceptable. At this point, we want our fridge replaced immediately.
Dr. Timothy L and Brenda [redacted] Link to tweets from [redacted]: https://twitter.com/[redacted] Link to tweets from [redacted] Link to tweets from [redacted]

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

align="left">
[redacted] We have not completed the investigation of [redacted] complaint regarding Sears Parts Direct and problems he has incurred when purchasing a door bin for his [redacted] refrigerator. Sears Parts Direct is currently working with [redacted] the manufacture of [redacted] refrigerator to identify the proper door bin. We expect as response to our request early next week and will provide an additional update at that time. Additionally, we have a service call scheduled for May 27th to have a technician dispatched to [redacted] home to ensure the proper part is ordered if ** does not provide us with a response. As noted, an additional update will be sent next week. 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 21, 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]'s complaint regarding the service that...

she had on her dishwasher.
As clarification, all of our "collect" call repairs come with a 90-day guarantee. If within that timeframe we discover that further repairs are needed and the consumer declines our further estimates, we will provide a refund for all charges above our non-refundable minimum trip/diagnostic fee provided we have had the option to recover any parts that were previously installed. In Ms. [redacted]'s case, we did agree to refund those charges and our records indicate that a refund check for $110.90 was issued on September 10, 2015; we only retained the $69.00 minimum fee. Additionally, the service contract that Ms. [redacted] purchased for $115.43 was canceled and refunded as of August 31, 2015. Since our records indicate that we have refunded Ms. [redacted] all monies to which she was entitled to receive, 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]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: [redacted]@searshc.com

[redacted] Revdex.com 330 North Wabash Ave, Ste....

#2006 Chicago, IL  60611     [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a refrigerator purchased from Sears Outlet. [redacted], Sears Outlet District Sales Manager provided the following response: I was first informed of Ms. [redacted] complaint on Tuesday, January 12, 2016. As soon as I read the complaint I processed and scheduled the delivery of a new in the box ** refrigerator which is scheduled to be delivered on Friday, January 15, 2016. I have left a message for Ms. [redacted] advising her of the exchange. I have also emailed her and have not heard back from her. That said, if Friday the 15th is not convenient for Ms. [redacted], she can reschedule the delivery by calling Sears Delivery Solutions at [redacted]. If Ms. [redacted] has any questions she can contact me at [redacted]. Since we have noted our response to Ms. [redacted] complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Initial Business Response /* (1000, 6, 2015/08/31) */
Contact Name and Title: [redacted]
August 31, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms.[redacted]
We have completed our...

investigation Ms. [redacted] complaint regarding her dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. Additionally, we would like to assure Ms. [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 Ms. [redacted] concerns to the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within Ms. [redacted] complaint, so that future problems can be averted. On August 29, 2015, the technician returned to Ms. [redacted] home and re-examined the refrigerator. He subsequently replaced another control board; completing the repair. As a conciliatory gesture for any inconvenience Ms. [redacted] may have experienced, our office processed a $75.00 gift card, which she can expect to receive within the next two weeks. Again, we sincerely regret any inconvenience Ms. [redacted] may have experienced due to the delay in repairing her refrigerator. With that said, since we have completed the repair to Ms. [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

February 1, 2017   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:       [redacted] [redacted]   Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding the availability of service for her refrigerator.   First we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her refrigerator. While we try to schedule service as soon as possible, the repairs are scheduled on a first come, first served basis; unfortunately, the next available appointment was five days out.  Our records show that we were able to move the appointment up one day to January 31, 2017, and the technician was able to repair her refrigerator that same day. We do not take these matters lightly and we appreciate Ms. [redacted] valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network.   Additionally, if Ms. [redacted] incurred any food loss, she can contact our Protection Agreement department at ([redacted] to file a food loss claim under her Master Protection agreement.  However, we do not feel that any further compensation is warranted, as the repair was completed within four days of us becoming aware of her service needs. With that said, since we have documented Ms. [redacted] concerns and we have completed the repair to her refrigerator, we ask to have this matter closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.     Sincerely, [redacted] Regulatory Complaints Specialist

Contact Name and Title: [redacted]
October 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed our investigation...

[redacted] complaint regarding her dissatisfaction with Sears Auto Center.
First, we would like to apologize to [redacted] for failing her expectations when she recently took her vehicle to Sears Auto Center for an alignment. 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] complaint to the District Service Manager to apprise him of her concerns.
On October 28, 2015, Auto Center Manager [redacted] responded that the repairs to [redacted] vehicle were completed; one day after it was brought into the auto center. [redacted] advised that he worked with the dealership and [redacted] Auto Parts to get the correct parts for her vehicle. [redacted] was not charged for any of the parts, labor or the alignment that she originally requested. [redacted] spoke with [redacted] yesterday afternoon and he indicated that he was pleased that the repairs were completed two days earlier than expected. Furthermore, he indicated that he and [redacted] were coming by the auto center later that evening to pick up the car. Since it is our understanding that the [redacted] are satisfied with the outcome of their complaint, we ask that this matter be closed.
Again, we apologize to Mr. and [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
[redacted]

November 20, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]  [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding...

her dissatisfaction the authorization for her replacement washer expired sooner than she expected and her request that we re-issue the replacement authorization.As clarification, [redacted] purchased a Smart Service Agreement (SSA) on her washer.  Since the repair exceeded $500, [redacted] selected the $500 replacement option instead of continuing with the repair on the washer.  On May 23, 2015, [redacted] was provided the authorization for the replacement.  According to the SSA, she has 90 days from the date of authorization by us to select the replacement product.  We apologize if [redacted] was misinformed by the store associate that the authorization expired after 30 days.  We want to assure [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.On November 16, 2015 we contacted [redacted] and informed her that the $500 authorization for the replacement washer from Sears has been re-activated.  We informed her that it is only valid for 90 days.  [redacted] stated that she will make a selection soon; however, she will not need it to be set-up/installed when it is delivered.  We informed [redacted] that the manufacturer’s warranty on the washer begins when it is delivered even if it is not in use.  With that being said, since we have addressed the issues 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 SpecialistSears Holdings Corporation[redacted]

Purchased me more washer and dryer. First washer did not work. Was replaced with another that did not work. Dryer did not work. Asked that they be replaced with [redacted]. Delivery did not go thru as it was suppose to. Office in "India" had no record of transaction. One mix up after another. The manager I thought was doing so well finally set delivery up for Friday n neglected to tell me the dryer wasn't available. She set dryer delivery up for the next day after I had repeated to her several times I work every weekend. The delivery people are not properly trained. Sloppy to say the least - left the water partially on and I had water running from my laundry room into my garage from my washer taps. Failed to push the bar to keep my screen door open and planned to let it keep bumping the washer until I stopped him etc. too many sloppy details to go into. This went on for three weeks. I finally canceled and went to [redacted]. When I tried to talk to the 1-800 number all they wanted to talk about was the delivery on Dec 12th. Can't wait to see what happens when I try to get the $500 back I've already paid. They should be out of business.

June 17, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611...

  Re:  [redacted]    Dear Ms[redacted]   We have completed the investigation of Ms. [redacted] complaint regarding a recent order.     We have reviewed Ms. [redacted] issue and found that there is an issue with the pages for the items she purchased. The seller’s return policy was not visible. Instead, only the Sears return policy was noted. We want to assure Ms. [redacted] that we are actively taking steps to resolve this issue. According to our records, Ms. [redacted] request was received within the timer period noted in our return policy. As a result, we have issued a refund for all of the items except the one Ms. [redacted] wished to keep. The $6.45 shipping fee was not refunded on one of the dresses since it was not damaged or defective. These credits should reflect within 3-5 business days. Ms. [redacted] may dispose of the dresses as she sees fit. In closure, we apologize for the misunderstanding and since we have granted Ms. [redacted] request, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]