Sears Holdings Corporation

January 4, 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 Mr. [redacted] complaint regarding his refrigerator repair.   It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly.  We sincerely apologize for any inconvenience we may have caused Mr. [redacted]   Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance.  While a replacement was not an option at this time, as the unit has not been deemed un-repairable under his exceptional parts warranty, we asked that the service unit expedite the repair.  Our records show that the repair to Mr. [redacted] refrigerator was completed on December 30, 2016.  As a conciliatory gesture for the delay in completing the repair, we have purchased a one-year Master Protection Agreement (MPA) for Mr. [redacted]; the coverage runs from January 4, 2017, until January 4, 2018.  If Mr. [redacted] has any questions regarding the MPA, he can call our Protection Agreement department at [redacted] Lastly, we have processed a service refund in the amount of $242.27; the amount Mr. [redacted] pre-paid on October 21, 2016.  Mr. [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next week.   In the interim, since we have documented Mr. [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.     Sincerely, [redacted] Regulatory Complaints Specialist

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

align="left">  Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his dishwasher. [redacted] Sears Home Services, District Service Manager provided the following response: On December 27, 2016, I approved the replacement of Mr. [redacted] dishwasher. All Mr. [redacted] needs to do is go to his local Sears store and advise his sales associate that his dishwasher has been approved for replacement. The sales associate will process the transaction and explain the installation process. That said 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] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

November 4, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]  [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding alleged damage done to...

his vehicle during his recent visit to one of our auto centers.Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Assistant Auto Center Manager of Unit [redacted] who states the following:I spoke with [redacted] this afternoon (Thursday, October 29, 2015).  We discussed his complaint and  [redacted] stated that the garage that has his vehicle now has not completed their diagnostics yet.  I asked [redacted] what he would like us to do for him at this time, he wants us to compensate him for the labor that he paid to us on 10/1/2015 and all labor charged by the garage that has his vehicle now.  I explained to [redacted] that we are not going to accept responsibility for anything until the garage that has his vehicle has finished the diagnostics on the vehicle, and at that time if any work that was performed by us had anything to do with the problems your vehicle is experiencing, then we would discuss compensation.  He is in agreement with that and was going to call the garage after our call ended to see where they are with the diagnostics.  That being said, because we are in the process of addressing [redacted] concerns, 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]

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

align="left">  [redacted]        [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a saw purchased from Sears.   An authorization to replace [redacted] saw, in warranty, was sent to the Washington Square Sears store. Mike Phillips, the store general manager will have a member of his staff reach out to [redacted] to schedule a convenient time for him to come into the store to exchange his unit. We apologize to [redacted] for the inconvenience noted in his complaint. At this time, since we have noted the approval to exchange [redacted] saw, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

I purchased a sandwich grill toaster and a blender from sears.com. Unfortunately within 1 year of use both broke and stopped working. Since both products are within warranty period, I contacted customer service for return and refund. First, I was told to take items to nearby sears store and assured that store will accept return and refund. But store manager refused even I showed my chat transcript as proof. Then on contacting customer service again, I was told that they cannot do return and refund. This is highly frustrating and disappointing. Will never go to sears again and advised the same to others too. Feeling myself cheated for $40 by sears.

November 23, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Walter [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted] complaint regarding his washer.   Upon receipt of Mr. [redacted] complaint, we reviewed the notes within our service system regarding the washer in question.  Our records show that Mr. [redacted] renewed his Repair Protection Agreement (RPA) on September 7, 2013, and the coverage expired on September 14, 2016.  While Mr. [redacted] believes that he qualified for a replacement while the agreement was in effect, we would like to clarify that the RPA does not have a “No Lemon Guarantee”; there is no stipulation that a replacement will be provided after a certain number of repairs. Under the RPA, a replacement would only be authorized if the covered product is deemed un-repairable due to unavailability of functional parts or technical information; Mr. [redacted] washer was never deemed as such and the last service call was completed on August 16, 2016, approximately three months ago.   Furthermore, the notes from that service order indicate that the washer was working properly when the technician examined it; no repair was needed. Due to the fact that the extended coverage has expired, neither a covered repair nor a replacement will be provided.  As this decision is commensurate to the expired status of Mr. [redacted] RPA, we ask that this matter be closed.   We appreciate the opportunity to address this matter.    Sincerely, Melissa [redacted] Regulatory Complaints Specialist

January 25, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services.   First, we would like to apologize to Mr. [redacted] for failing his expectations when he recently scheduled a repair for his washer. Upon receiving Mr. [redacted] complaint on January 25, 2016, we forwarded the matter to the District Service Manager and Routing Manager for further review, as we do not take these issues lightly.  Customer Service Advocate [redacted] with unit [redacted] spoke with Mr. [redacted] shortly after receiving his complaint, to inquire whether he still required service, as she was able to get a technician to his home today.  Mr. [redacted] advised that no longer wished to do business with Sears and had purchased a new washer from a competitor. With that said, since we have documented Mr. [redacted] concerns with the scheduling/repair process and confirmed that he wished to cancel his upcoming repair; 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

July 21, 2016   Nita [redacted]
12pt;">Revdex.com   330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  Hector L. [redacted] - # [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator repair.   After receiving Mr. [redacted] complaint, we attempted to service the refrigerator.  Unfortunately, the appointment for July 9, 2016, was rescheduled.  Although the appointment was rescheduled to July 20, 2016, the technician was unable to proceed with the repair as service was refused. It was relayed to our technician that Mr. [redacted] is securing an attorney and plans to pursue his issue in court.  If this is not the case, Ms. [redacted] is welcome to contact Barbara [redacted] at [redacted] to schedule another service call. In the interim, since we have attempted to address Mr. [redacted] concerns, but may have reached an impasse due to the aforementioned constraints; we respectfully request to have this matter closed   We appreciate the opportunity to address this matter.    Sincerely,              Melissa [redacted] Regulatory Complaints Specialist

January 13, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Dear Ms. [redacted] We have completed the investigation of [redacted] complaint regarding...

her dissatisfaction with our refund process for gift returns.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] and her sister may have experienced. As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The return policy states, “refunds will be issued in the same form as the original method of payment. Returns with a gift receipt will either be exchanged or refunded in the form of a gift card”. If a gift receipt was not presented at the time of the return, then the refund will be issued to the credit card that was used for the online purchase. Our records indicate that we issued a credit of $59.17 to Ms. [redacted] credit card ending in [redacted] With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

Complaint: [redacted]
I am rejecting this response because:
In response to this “misunderstanding,” I bought this item from Sears NOT [redacted] Health in which no one has ever contacted me from this “manufacturer” nor have I received any follow up call from Sears.  It is Sears’ responsibility, since I purchased from them, to make sure the customer is satisfied, NOT their manufacturer.  As for blaming [redacted] Freight for not assembling this item, I do not expect a delivery truck driver to install the machine. In fact, I called [redacted] on August 1, 2016, and spoke with [redacted] in which she responded that they DO NOT offer white glove service nor do they install anything, they just offer delivery and that is it.  Though I did finally receive installation (a month after purchase and with numerous phone calls) for this machine, it was not the professional one I paid for or I was informed of by Sears’ team members before, during and after purchasing in which Sears falsely advertised to me.  In no fault to the two nice gentlemen who assembled the item because they were blindly thrown into this debacle, this was the first time they have ever assembled a treadmill.  They came ill prepared and had to use my father’s tools for assembly which took over three hours.  The company hired to assemble this item is a moving company ([redacted] who does mostly furniture assembly, not high dollar machinery as purchased.  We did not get instructions besides turning the machine on and off on how to use the machine as what I paid for and was told I would receive and there were quite a few screws left over (not extras) and we are now trying figure out where they are supposed to go.  I will now most likely have to pay to have [redacted] come and make sure this item was assembled correctly and also have the person teach my father how to use all of the functions that are on it.  I have never seen a company that has messed up so badly blame everyone but themselves or even follow up with the customer.  In reading Sears’ response it shows they are not willing to accept fault, but to make excuses and blame others.      
 
Sincerely,
[redacted]

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

align="left">  Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a refrigerator purchased from the Fairview Heights Sears Outlet. [redacted] Manager of the Fairview Heights Sears Outlet provided the following response: After receiving and reviewing Ms. [redacted] complaint, I contacted her to discuss her concerns. It was agreed upon that Ms. [redacted] will come into the store to select a replacement refrigerator. We are hoping to have the exchange happen on Thursday, January 26, 2017. If I can be of any further assistance to Ms. [redacted], she can reach me by calling [redacted] Since we have noted the intent of Sears Outlet to replace Ms. [redacted] refrigerator once one is selected, 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

On 12/29/2016 I went to my local Sears at White Oak, Silver Spring md location and ordered a new washer as my washer broke. I explained to the associate that I have two small kids and need a washer asap. I ended ordering a [redacted] which was promised to be delivered on 01/03.I paid the amount in full of the washer. I got a call on 01/02 from Sears delivery telling me that the item was back ordered for 01/13. I asked for a manger but was offered to cancel the order instead. I went to the store the next day crying and hoping to receive some help but was apphauled by the behavior of the assistant store manager - Thomas who instead of attending to me wanted to deal with young ladies on the floor. While attending to me he left me in the middle to speak to them and when I asked him to pull some strings for me he said he does not want to deal with me and wanted to assign me an associate so he could flirt around with the girls on the floor. He said I could pick up a model from store and install it my self. I explained that my husband is not home and I cannot pick and install a washer myself. He then said that he cannot get me anything till Friday but when he looked at the system he had something available for Thursday. I told him and started to cry that I really need a washer but he was totally unsympathetic as he was interested in flirting with those girls on the floor and left me standing saying he will get me an associate instead. I left Sears very disappointed. I called to corporate office on 01/0 and spoke to Delores who coldly told me that Sears is not the store to go for in an emergency. She said that Sears has no control on the date they promise to deliver an item as it depends on their delivery and no one has control over it and it is not well connected to the system. So if you have an emergency DO NOT GO TO SEARS.

Last week Monday I was making dinner and my stove sparked and blew the circuit. I had purchased the stove when I purchased my first home in June 2009 brand new from the Sears in Portage MI. The following day I had an electrician come out to fix the problem, when he opened up my stove he was shocked at what he saw, he could not believe that I had brought the stove brand new. He could not believe a company would send a brand new product out with yellow electrical tape all over the cords. He suggested I contact the company. So I did on Tuesday of last week. The lady I worked with was also floored and could not believe that the stove was sent to me in that shape. She transferred my case and said I would hear from someone within 48 business hours. After 48 hours I still had heard nothing so I called again on Thursday, the employee I spoke with transferred my case to a higher person and said again I should hear from someone within 48 hours. I never received a phone call so here a week and a half later I still have no stove. Today I called again and after waiting on hold 30 minutes I was told that if I would've bought my stove in July they could of done something about it but since it was bought in June, they cannot pull up my receipt and they can give me 10% off the part or 20% off the service.
To me this is not acceptable. I understand the stove is 7 years old, if it was normal wear and tear I have no problem paying for it. But, when I have someone who sees problems like this daily telling me that this is something that is not normal, and the company should not have sent me a brand new stove that way. That is when I have the problem.

September 29, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Mr. [redacted]...

complaint regarding his dissatisfaction that he was provided a repair estimate for his lawn mower since it is within the manufacturer’s warranty.
According to our records, Mr. [redacted] purchased the lawn mower on June 19, 2016 and the manufacturer’s warranty will expire on June 19, 2018. On August 8, 2016 Mr. [redacted] dropped off the lawn mower for repair and noted that it stalled and would not start. Our technician assessed the lawn mower and found that the drive control cable was loose. On August 9, 2016 our technician adjusted the cable and the lawn mower was operational. On August 20, 2016 Mr. [redacted] returned with the lawn mower and noted that the mower starts and shuts right off. On August 30, 2016 our technician reassessed the lawn mower and found that there was water in the carburetor and that the gas tank would need to be cleaned. This is considered customer neglect and is not covered by the manufacturer’s warranty. Therefore, Mr. [redacted] was provided a repair estimate, which he declined and the lawn mower was returned unrepaired.
Mr. [redacted] mentioned in his complaint that he made attempts to speak with someone about the repair estimate. We reached out to [redacted], Team Lead for Carry-in Repair Services, and he made attempts to contact Mr. [redacted] via email and left voicemails with his contact information. Since Mr. [redacted] has not responded, we are unable to resolve his issue until we have the opportunity to discuss the matter with him. He may contact [redacted] at ([redacted] 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

November 15, 2016   Nita [redacted]
class="InsideAddress">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Brad [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted] complaint regarding his dishwasher and his request for a refund of the dishwasher and protection agreement.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to his dishwasher. While we empathize with Mr. [redacted], we are unable to honor his request for a refund of his dishwasher; the Master Protection Agreement (MPA) can be canceled and a refund issued, but the refund would be pro-rated.  As to Mr. [redacted] dishwasher, he purchased the unit on June 23, 2012, over four years ago.  Since Sears’ Return Policy only allows for a refund or an exchange within the first thirty days, now that more than four years have passed, we feel that Mr. [redacted] request for a refund is unreasonable.   As to Mr. [redacted] claiming that he qualified for a replacement in 2015, we reviewed his service history and found the following.  On January 2, 2015, under service order 41932856, a Sears technician completed a maintenance check, which is not a qualifying repair.  Under service order 42092470, completed June 19, 2015, the technician installed an interface.  On July 7, 2015, under service order 42178972, a new control board was installed.  The last service call completed in 2015 was not a dishwasher repair; the technician advised Mr. [redacted] that his drain hose needed to be looped.  In 2015, Mr. [redacted] had two qualifying repairs.   Although we understand that Mr. [redacted] is frustrated and feels that his dishwasher has failed too soon, the MPA only provides for replacement under very specific conditions.    According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall. Your request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” As we stated previously, Mr. [redacted] has only had one qualifying repair in 2016, and two qualifying repairs in 2015.  Since we have explained why neither a refund nor a replacement is currently an option for Mr. [redacted], and we have documented his concerns with the repair process, we ask that this matter be closed.   We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.    Sincerely, Melissa [redacted] Regulatory Complaints Specialist

October 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94570796 - Tom [redacted]
Dear Ms. [redacted]:
We have...

completed our investigation of Mr. [redacted]'s complaint regarding repairs for his mower.
It is unfortunate that we failed Mr. [redacted]'s expectations regarding his recent repair experience. We value Mr. [redacted]'s patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his repair caused him any inconvenience. We were willing to refund Mr. [redacted] the $50.00 diagnostic fee but it is our understanding that he has disputed the charges with his bank; Mr. [redacted] was informed by the Carry-In department that we would be accepting the charge back. If Mr. [redacted] has not received credit for the $50.00 he may contact me directly and we will be happy to assist in the refund. Since we have addressed Mr. [redacted]'s concerns and noted his candid feedback we have closed our case.
We apologize to r. [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 Specialist
Sears Holdings Corporation
[redacted] direct
Vanessa.L.[redacted]@searshc.com

(The consumer indicated he/she DID NOT accept the response from the business.)
In this response written from Sears I am told I will get an exchanged fridge on September 18, 2015 but I was told through a telephone call from Sears that they were not coming out until September 25, 2015. That is now almost eight weeks since my brand new fridge died. I can not say I am happy with this agreement as of this date because I am still having to wait for the fridge exchange. I have been lied to MANY times already and yet here I am again being told a different story. So how do I know now they will even come since the date keeps getting pushed further and further back! I did email mrs ema [redacted] to let her know they were not sending me the fridge on the 18th like she stated but instead they said there is another delay and I will get it on the 25th.....and she never replied to my complaint.

We use our washer and dryer purchased by Sears in our Sleep Study Center. We have an expensive maintenance contract. Five days after having our leaky washer looked at, we are still waiting for the part to arrive from [redacted] (drain hose that could have been purchased at a local hardware store!). I spoke with several repair and customer service people, each with an attitude of indifference. I was transferred to another country and still received no help, finally I was disconnected twice. Sears is so big that one hand does not know what the other is doing. The phone system is inept and the telephone staff are not interested in helping customers. I could not even file a complaint online! Sears does not care about their customers once they get your money. I will absolutely never purchase anything from Sears again.

December 30, 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 dissatisfaction that his refund for the return of his online order was issued in the form of a gift card and not refunded to his credit card.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We contacted Mr. [redacted] and he provided the gift card number that was issued by the store. We cancelled the gift card and on December 30, 2016 we issued a manual refund of $26.49 to Mr. [redacted] ending in [redacted]. The credit should post to Mr. [redacted] account within 3 – 5 business days. 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] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

[redacted] Revdex.com
font-family: Arial, sans-serif;">330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted] [redacted]   Dear Ms. [redacted]   We have completed our investigation of Mr[redacted] complaint regarding the service on his refrigerator.   Our research found that Mr. [redacted] was authorized for a replacement of the refrigerator under the terms of his Master Protection Agreement (MPA). The new refrigerator was delivered on October 4, 2016. Since we have replaced the refrigerator under the terms and conditions of the MPA, we have closed our file.   We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  
[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]