Sears Holdings Corporation

May 9, 2016
Revdex.com
[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 [redacted] This letter provides you with an update regarding [redacted] HVAC concerns. He has agreed, due to time restraints and our not having an installer readily available at this time, that he will provide us with estimates for the wiring of his [redacted] thermostat to the SHIP humidifier. We will reimburse him and the repairs can be done at his leisure.
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] extension [redacted] or via email at [redacted] Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
[redacted]

Initial Business Response /* (1000, 14, 2015/07/17) */
July 17, 2015
[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 the charges he was assessed for an in-home visit to assess his dryer.
As clarification, all of our customers should receive an estimate prior to repair informing them of our findings and the projected charges so that they have a chance to either accept those charges so the technician can proceed with the repair, or decline them and only be responsible for the trip/diagnostic fee. In Mr.[redacted] case, we were unable to unequivocally determine whether he did in fact sign an estimate prior to any instruction being given. We have sent feedback to ensure that this technician understands that estimates should be provided 100% of the time even if the estimate just involves giving instruction on the operation or installation of an appliance. We have also processed a refund of $80.15, which is all of the remaining charges above the previously agreed to trip/diagnostic fee of $79.00 plus tax. This refund has been processed in the form of a mailed bank check that is being sent to the address referenced on this Revdex.com complaint; he should receive it within the next 2-3 weeks. If Mr. [redacted] has not received the check by August 7, 2015, then he is welcome to contact me via email at [redacted]@searshc.com or via phone at XXX-XXX-XXXX so that I can investigate further. In the interim, since we have provided Mr. [redacted] with his requested resolution, 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]
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: [redacted]@searshc.com

October 20, 2016Revdex.comAttn: [redacted]330 N. Wabash Ave., Ste. 2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case # [redacted] Via: Revdex.com WebsiteDear Ms. Virghes,Thank you for allowing Sears Home...

Improvement Products (SHIP) to assist you with the concern you recently brought to our attention. On behalf of SHIP please know that we do value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file.We regret that Mr. [redacted] has decided not to proceed with his home improvement project. The transaction was cancelled without any penalty or obligation. Accordingly, our agreement is hereby null and void and is of no force and effect. The credit refunds were processed on 10/05/2016. Mr. [redacted] may contact [redacted] to close the account if he wishes to do so. SHIP regrets that we were not able to meet his expectations. We hope that he keeps us in mind for future home improvement needs.As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please contact me at [redacted] extension [redacted] or via email at [redacted]Sincerely,[redacted]SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail

March 23, 2016

class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]  [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding the repair of her washer/dryer.
We have received [redacted] complaint and apologize that she has had issues getting her washer/dryer repaired.  Our offices reached out to [redacted] and she verified that the unit was repaired and is now working.  She was, however, dissatisfied that it took 11 hours of waiting before the technician arrived.  For this, we apologize and have escalated to the service manager so that future instances such as this can be averted.  Because we value [redacted] patronage, we have processed a $50.00 gift card for any inconveniences that she may be experienced.  The gift card will be received in 7-10 business days to the address listed on this complaint.  That being said, because [redacted] washer/dryer has been repaired, 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]
Regulatory Complaints Specialist
[redacted]
[redacted]

November 4, 2015Nita [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL  60611Re:  #10886466 – Linda A. [redacted]Dear Ms. [redacted]:We have been unable to complete the investigation of Ms. [redacted]’s complaint regarding a...

pillow that she purchased that was left out of her bag.
Upon receiving Ms. [redacted]’s complaint, we escalated her concerns to Shawn Kirk, Store General Manager of Kmart Store# 9409.  Mr. Kirk has attempted to call Ms. [redacted] several times and has left contact information on her voicemail; however, at this time she has not responded.  We are unable to resolve Ms. [redacted]’s issue until we have the opportunity to discuss the matter with her.  She may contact Mr. Kirk 610-935-0443 at her earliest convenience if she still requires assistance with her issue.  In the interim, we will consider Ms. [redacted]’s matter closed, pending her response.
We apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com

I purchased a sealy mattress from sears at a cost of $1200.00 two years ago. one year ago my wife spill TEA which naturally made a stain. The mattress now is like sleeping on just a sheet with no support. I filed a claim,then I discovered any stain voids the warranty.What i'm suggesting is don't just go by what thier rep.tells you, get the info before you buy. When you call their customer service don't expect to be treated kind.

March 9, 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 additional charges he paid the installation contractor for installing his range. As clarification, when a customer contacts us over the phone to purchase standard installation for an item, it is procedure for the associate to read an automated script at the time of the purchase. This will inform the customer that there could be additional charges. This is because every installation is different and without examining the existing installation set-up, we have no way to know what other costs might be needed. The customer is informed that the installer will survey the work area and inspect that the facilities are up to code and can accommodate basic installation. Our basic installation just covers removing any existing product and putting the new one in with the existing plumbing. If additional plumbing, renovation, or code work is required, then our professional installers inform the customer of this and they then have the prerogative to either proceed with the installation after accepting the estimate, or declining the estimate in which case our installer would take back the item and the customer could make other arrangements for delivery and/or installation. We would also then refund any monies if the item was not installed. In [redacted] case, he was clearly advised by the installation contractor that the additional $70 was a required county permit fee for inspection, and [redacted] consented to receive the work for the estimated amount. As far as [redacted] request for reimbursement of the additional fee is concerned, we did not find that this was warranted. 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]

May 27, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611...

 
[redacted]   Dear [redacted]   We have completed the investigation of Mr.  [redacted] complaint regarding the [redacted] sauna mistakenly listed for $347.73 on sears.com at the time of his order.   We strive to provide our Sears.com customers with accurate information, including pricing and availability, on all products available on Sears.com.  Should we uncover a pricing error, or if we determine that the merchandise is not in stock to be shipped to a customer’s area, we email the customer, and cancel the order.  If a customer's credit card is charged with a purchase and the order is cancelled, Sears promptly issues a credit to the card.  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 of this nature to happen occasionally, with the possibility of many orders being placed before a correction can be made, which could result in a substantial loss for a retailer.  This is why most online merchants have similar terms and conditions.  Most online retailers post similar terms of use, and we stand by our disclaimer.  We sincerely apologize to Mr.  [redacted] for any inconvenience he may have experienced due to this error, and have included a copy of our disclaimer below, in the event that he is not completely familiar with it:   Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers 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. With that having been said, our records indicate that Mr. [redacted] order has been cancelled on the Sears website and within his [redacted] account, which his complaint also confirms.  Since a resolution appropriate to our aforementioned Terms of Use has been provided, we have closed our file regarding this matter. 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]

November 13, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL  60611Re: # 10886600 –
Vadim [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Mr. [redacted]’s complaint regarding repairs for...

his
[redacted] Weed Trimmers.We found that Mr. [redacted]
does have a seven year manufacture warranty that takes effect after the first
two year manufacture warranty but this extended warranty is only on the metal
shaft of the trimmers. Our service escalation team was able to clarify the
coverage with Mr. [redacted] and due to the inconvenience he experienced from
the misinformation he received from the store associate our escalation team
offered Mr. [redacted] a $50.00 gift card which was accepted by him. Our
records show that Mr. [redacted] did have his trimmers repaired and the metal
shaft was covered under warranty although the rest of the repairs were his responsibility.
Since we have repaired the trimmers and the resolution provided was acceptable to
Mr. [redacted] we have closed our case. We apologize to Mr.
Karapetyan 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.L.[redacted]@searshc.com

October 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94569475-Monica [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her washer. ...


As Ms. [redacted] noted, her washer was not included in the recall she mentioned. In fact, that recall was only for LG manufactured units and Ms. [redacted]'s washer was manufactured by Whirlpool. However, Ms. [redacted] has continued to insist that her issue must be related. That would be like saying an automobile manufacturer would need to repair all of their vehicles when a recall is only issued for a specific problem that is known to exist on a certain model. Typically, such recalls are limited to the models manufactured during certain time frames and it can be very specific down to the VIN number. We sell dozens of models of washers every season under the Kenmore brand; the configurations, type of materials used and even the manufacturer can differ. 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. In this case, we feel there could be external issues, which we will address in the next section. That said, we take the safety of our consumers very seriously and according to our notes, this incident was reported to the CPSC, which oversees recalls such as the one Ms. [redacted] noted.
Excessive vibration can be caused by an uneven floor, which causes instability when the washer reaches the spin cycle and the high rpms required to wring the water out of the clothes are reached. There is also the possibility of an issue with the shocks or the balance ring on the washer. In order to make a determination, a technician would need to examine the washer. It could be that one of these parts simply failed; it is a machine with mechanical, moving parts that are bound to break down over time and through use. Ms. [redacted]s' warranty expired on February 8, 2014 and as such, she would be responsible for any repair or replacement costs. Furthermore, our return policy stipulates that Ms. [redacted] had 90 days from the date of purchase to request a refund or exchange if dissatisfied; that period of time has long since elapsed. At this time, we are willing to waive the diagnosis fee we charge so that a technician can examine the unit and determine what the issue may be. He would then provide Ms. [redacted] with an estimate for repair if there is a malfunction. If Ms. [redacted] chooses to proceed, we will waive the labor fees and she will only be responsible for the cost of any parts that may be needed. According to our files, Ms. [redacted] was also offered 20% off of a new washer purchased from Sears. That offer is also still valid if she would prefer that option. Ms. [redacted] may reach me during normal business hours at the email address listed below if she wishes to accept one of our offers within the next 15 business days; 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 Ms. [redacted] 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]
[redacted]@searshc.com

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

align="left">    Re: Judi [redacted] #11000914 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her washer.   Chris [redacted], Sears Home Services, Technical Manager provided the following response: The washer noted in Ms. [redacted]’s complaint was purchased from Sears on December 31, 2013 and is no longer covered by the one year parts and labor warranty. That said, our technicians have been unable to identify a wiring issue somewhere within the wiring harness. After the sixth attempt failed to repair the washer, we have determined that we cannot repair the washer. I contacted Ms. [redacted] and informed her that Sears Home Services will be reimbursing her the monies paid to Sears which total $270.59. The refund will be processed to the MasterCard ending in 6392. Typically a credit to a credit card will post to the account in 5 to 7 business days. During my conversation with Ms. [redacted], she informed me that she wants a replacement washer to be provided to her at no charge or she was going to contact an Attorney. Since the washer is no longer covered by the manufacturer’s warranty nor a Sears protection agreement, we will not be replacing the washer as requested. If Ms. [redacted] decides to proceed with an Attorney, this is her prerogative. We expect the funds to post to Ms. [redacted]’s credit card in the aforementioned time frame. Since we have noted our response to Ms. [redacted]’s 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

December 28, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:       [redacted]   Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding her refrigerator.   It is unfortunate that we failed Ms. [redacted] expectations in regard to her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience Ms. [redacted] may have experienced.   Although Sears Home Services attempted to repair Ms. [redacted] refrigerator, they determined that replacing the unit under her manufacturer’s warranty was the best option. Accordingly, Ms. [redacted] was contacted to select a new refrigerator and on December 27, 2016, an exchange was processed for Ms. [redacted].  Unfortunately, since the refrigerator is a special order item, we do not yet have a firm delivery date.  We will continue to correspond with Ms. [redacted] to keep her updated on her refrigerator delivery.  If she has any further questions or concerns, she can reply to [redacted]  In the interim, since a fair resolution is being provided to 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

(The consumer indicated he/she DID NOT accept the response from the business.)
Because the did it on purpose and true if the weather was appropriate to leave out but it was 92 degrees that day had nothing to be left out for an hour let alone 24 hours so I disagree and I expect something to...

be done with or without the master protection because it was deliberate and malicious not only did they leave my food out. But they left the doors to my refrigerator that was supposed to be taken that I paid for on outside where a child to easily suffocate themselves thank you and I need you to read review this case

November 9, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: [redacted] – [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her recent order...

of appliances.We would first like to apologize for the delay in
responding to this matter. After receiving the complaint filed, we have been in
direct contact with Ms. [redacted] and have corrected the initial issue in
ordering the appliances. We honored the original purchase amount that was
agreed upon with a previous online agent. Additionally, we issued a refund of
the installation fees for the microwave and dishwasher.  We apologize again for the inconvenience Ms.
[redacted] has experienced and can assure that her concerns have been forwarded to
management for review so that future problems of this nature can be averted.
Finally, Ms. [redacted] currently has service scheduled for a technician to
evaluate the dishwasher on Tuesday November 10, 2015. We will follow the
service until completion. Should Ms. [redacted] have any questions or concerns,
she may contact me directly at [redacted] or via email at [redacted].[redacted]@searshc.com. In the
interim, we respectfully ask to have this matter closed, pending service
completion. 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 SpecialistSears Holdings Corporation

May 5, 2016 [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services. First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his dishwasher.  Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network.   We do not take these matters lightly and we sincerely regret any frustration we may have caused [redacted]. Upon reviewing [redacted] service order, we find that on April 1, 2016, the technician arrived at [redacted] home at 10:07 am and left his residence at 10:38am.  The notes indicate that the technician dislodged a float.  The job code used was “to replace the float”.  While this is not completely accurate, it is the correct job code, as there is not one specifically for “dislodging a float”.  Although [redacted] was charged correctly, as a one-time courtesy, we have processed a $45.00 refund, which is half of what [redacted] requested.  A check request was submitted on May 5, 2016, so [redacted] should receive the check in the next two weeks.  We do not feel that [redacted] should only be charged a diagnostic fee as the technician did more than just diagnose his dishwasher; he provided a service and restored the dishwasher to proper working order.   With that said, since we have documented [redacted] concerns and processed the refund we feel is commensurate to the circumstances, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist

I purchased Microwave Model #790.80323310 12 months and 22 days ago.
Yesterday when microwaving a bag of popcorn the unit caught fire and if we were not
in the kitchen it would have been worse. It scorched the inside of the microwave.
We have photos. We called Sears and they wanted $245 for service call and the machine only cost $218.
We have photos of the damage

We started the process of ordering a LG washer and dryer from Sears in Cn Rapids on May 29th. Having ordered electric by mistake we called to change our order to gas. The wrong dryer was delivered. Not only once but TWICE. And TWICE we took off work to wait for this wrong dryer!! It is now June 17 and through many MANY phone calls, visits to the store, emails - we called Sears today only to find out that the order has been CANCELLED!!!! And they have no idea why this happened - NOR are they in any way sincerely apologetic OR helpful. All we got was "we are sorry and can't explain this". ARE YOU KIDDING ME???? Thankfully [redacted] has the item in stock at a lower price. My family has been a long time Sears shopper and we will NEVER shop with Sears again. And thanks to social media - I will be certain to let everyone I know what a horrible experience this has been.

March 21, 2016 [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted] We have completed the investigation of [redacted] complaint regarding her washer and her request for a replacement. First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her washer.  While [redacted] washer did not qualify for a replacement under the terms of the Master Protection Agreement (MPA) District Operations Supervisor, [redacted] authorized a replacement for customer satisfaction.  As [redacted] current washer is still available, she has been authorized a replacement amount based upon the current retail price of the washer - $879.99; however, [redacted] can select another model from Sears and use the aforementioned amount towards its purchase.  [redacted] is welcome to go to her local Sears today to reselect; any Sears Blue Crew associate in the Appliance department can assist her.   [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization.  The new washer will be delivered at no charge and the old unit removed.  The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty, and then provide additional coverage until September 25, 2020.   With that said, since we are providing [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.  Sincerely, [redacted] Regulatory Complaints Specialist

We bought our kitchen items from sears and after 3 months we had an issue with the cooktop. It took sears over 3 months to repair the cooktop and the excuses were ridiculous.

now we have a refrigerator that broke and sears gives us again the run around. it always takes 5-10 days to get a repair appointment and then they need to come out a second time and then the parts has to be ordered (generally 2 weeks) and then if your lucky you get it fixed.

how can a company like this get a A+ rating from the Revdex.com if a repair takes one month or more is a mystery for me.

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

align="left">  Re: Murray [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his refrigerator. Sears Home Services records indicate that a technician was dispatched to Mr. [redacted] home on November 1, 2016. Notes from the service call indicate that the technician found that the defrost drain plug required adjustment. The freezer was defrosted and upon leaving the home the freezer draw was closing as designed. Since the repairs have been completed, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com