Sears Holdings Corporation

February 2, 2016
class="InsideAddressName">  [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 a recent order.    It appears that there are things that should not have happened here. First of all, it looks like there was an inventory error and the decanter was not in stock. If such an error occurs, the store that was shipping the item should not have accepted the order for shipping, but it seems they did mistakenly. A shipping label was also created, leading us to believe that the item was in stock, and we thought there was simply a delay for some reason, which is why we asked Mr. [redacted] to wait initially. This also delayed his refund. According to my records, an agent spoke with Mr. [redacted] on January 2, 2016 and he offered to place an order for the same item with a $10.00 discount applied, but then he discovered that there were none in stock at all. He then offered to apply the $10.00 discount on a new order, but Mr. [redacted] told him he wanted to look around. I want to stress that our chat associates do not receive any sort of compensation if they assist a consumer with placing an order for a higher priced item. We do not engage in using “bait and switch” tactics. If something is not in stock, our associates are there to make suggestions if a consumer still needs an item. When the associate told Mr. [redacted] he could see things that were not evident on the site, he may have been right. Sometimes our inventory systems the agents use are more up to date than what is listed online. I want to take the time to sincerely apologize to Mr. [redacted]. His patronage is appreciated and it is regrettable that this interaction gave him an unfavorable opinion of our processes. I can assure Mr. [redacted] that we will address the errors noted above in order that any further such occurrences may be averted. I did see that Mr. [redacted] had placed a new order for a decanter that was $5.00 more than the one he had originally ordered. Since he used Shop Your Way Rewards points entirely to pay for that order, I can only issue a credit in that tender, but I am willing to add $15.00 worth of points to his account as a courtesy. I have extended this offer twice to Mr. [redacted] via email, but there has been no response. Should Mr. [redacted] wish to accept, my email address again is [redacted] or he may reply to the previously mentioned email. In light of the aforementioned information, we respectfully ask that this matter be considered closed.   We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

November 11, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Chris [redacted] Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] rebuttal to the response we provided regarding the problems he encountered when he attempted to return an elliptical and a treadmill that he purchased online.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that his request to return the treadmill was denied by the MarketPlace vendor, [redacted], the fact remains that he was sent a return authorization and instructions on July 19, 2016 to the email he provided when he placed the online order. If Mr. [redacted] changed his email address, he should have provided that information to the vendor. As previously stated, Mr. [redacted] can contact [redacted] regarding his concern of not receiving the return authorization.
As far the damage claim, when we first contacted Mr. [redacted] he stated that he was not concerned with the damage or to have the carrier return to inspect the hook-up and properly install the water hoses to the washer, if needed. On November 3, 2016 Mr. [redacted] emailed us and stated that since the treadmill was not returned, he was pursing all the damage done to his home by the faulty washing machine install. We reached out to Mr. [redacted] to assist with filing the damage claim with the delivery carrier; however, Mr. [redacted] instructed us that we are to longer contact him and he would be taking this matter to court. With that being said, since Mr. [redacted] requested no further communication from Sears, we ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

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

align="left">  Re: Darlena M [redacted]#  [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding Sears Home Services and repairs to her refrigerator. It is unfortunate that we failed Ms. [redacted]’ expectations when a Sears Home Services technician was dispatched to her home to repair her refrigerator. We value Ms. [redacted]’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home Services. We can assure Ms. [redacted] that her 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 she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. While we strive to make our appointments when scheduled, there are times when we do not make it to the home within the scheduled timeframe, for this we do apologize.  It is important to note that Sears only provides food loss reimbursement to consumers who have their appliances covered by a Sears protection agreement. We recommend Ms. [redacted] discuss food loss with her extended warranty company noted in her complaint. Since we have noted our response to Ms. [redacted] concerns, 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, 2015   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL  60611   Re: Alicja [redacted] - # 10997482   Dear Ms. [redacted]:   We have been unable to complete the investigation of Ms. [redacted]’s complaint regarding Sears Home Services.   First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her refrigerator.  Since receiving Ms. [redacted]’s complaint on December 17, 2015, several attempts have been made to contact her to discuss her concerns.  Barbara [redacted] with unit 7983 has left several messages asking for a call back, but has not received a response to date. We value Ms. [redacted]’s patronage and are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call Ms. [redacted] at [redacted] at her convenience if she requires further assistance.  Additionally, if Ms. [redacted] wishes to proceed with the cancellation of her service contract, she can reach our Protection Agreement department at [redacted].  The refund will be pro-rated, based upon the number of months of coverage remaining and issued in the original form of payment.  In the interim, we ask to have this matter closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   Melissa [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. and Mrs. [redacted] complaint regarding a refrigerator purchased from Sears. [redacted] Sears Home Delivery, Customer Advocate provided the following response:   On June 27, 2016, Sears Home Delivcery completed an exchange and Mrs. [redacted] recevied her her new [redacted] Elite refrigerator. After the exchange was completed I contacted and spoke with Mrs. [redacted] who informed me that the exchange was taken care of and she was very happy. I have provided a copy of the exchange sales check to the [redacted] for record keeping purposes. If I can be of any other assistance to Mr. and Mrs. [redacted], I can be reached at [redacted] At this time since we have noted the completion of the exchange of Mr. and Mrs. [redacted] refrigerator, we ask that this complaint be closed. We apologize to Mr. and Mrs. [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]

January 24, 2017[redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re: [redacted]Dear Ms. [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her dissatisfaction...

with our customer service and non-receipt of a storage building she purchased through sears.com for store pick up.It is unfortunate that we failed Mrs. [redacted] expectations when she recently purchased a storage building from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Mrs. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  As a result of this action, we revealed that Mrs. [redacted] storage building has been waiting at our store since Friday, January 13, 2017.  [redacted] Operations Manager for Sears store number [redacted] has attempted to reach Mrs. [redacted] by telephone and has left messages at her daytime telephone number asking her to return his call, but she has not yet replied.  Mr. [redacted] would like to speak to Mrs. [redacted] to offer her either free delivery or a $100.00 credit on her purchase as an apology for this issue.  However, until he has the opportunity to speak with Mrs. [redacted] we are unable to proceed with either resolution.  Therefore, we ask that Mrs. [redacted] call [redacted] at [redacted] within fifteen business days to accept one of our offers or request a return and refund.  If we do not hear from her within this time-frame, we will refund her purchase price and return the item to stock.  In the interim, we can only reiterate that we truly regret any inconvenience Mrs. [redacted] may have experienced.  We respectfully ask to have this matter closed pending Mrs. [redacted] response, since we have noted her comments and proposed an equitable resolution. 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]
[redacted]

I will never buy or obtain service from Sears ever again. Despite the 1000's of dollars of products and services I have obtained over the years, this most recent incident has reflected how very little Sears cares about customers or customer service. I recently had a repair tech that was 8 hours late; and made no repairs when he came. With many conversations over that time period, I was assured that the repair would be discounted, that I would be credited, several assurances that the issued could be handled. The repair tech did not get any notice of a credit, wouldn't acknowledge one as he stood at 8 o clock at night in my house, would not leave an invoice and his supervisor was rude and combative on the phone with me. All calls to customer service were futile. No one has made any adjustments to billing, and they have the nerve to send me a bill in the mail. Thank goodness for America!! I have options and opt to never again spend one red cent with Sears. Is it any wonder that they are crashing when they cannot convey the necessity of customers in a customer oriented business?! Never again!

February 8, 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 her demand to be refunded for a laptop purchased through one of our third-party market place vendors.
 
As clarification, when an order is placed for an online item, our policy states that it cannot be canceled. However, whenever possible, we do make every attempt to cancel if our customer requests this. In Ms. [redacted] case, since we were not the vendor she purchased from, all we were able to do is to reach out to the vendor to see if a cancelation was still possible. Unfortunately, they stated that the item had already shipped and could not be canceled. This particular vendor also does not accept returns for buyer’s remorse. When Ms. [redacted] contacted us wanting to cancel her order the reason she gave was that the agent entering it messed up her billing address, but if that was the only problem then it could have easily been corrected without canceling the order. Since she is so negative in her Revdex.com complaint, we can only assume that she did in fact have buyer’s remorse after placing the order, and again, the merchant does not accept refunds for that reason. In fact, they only provide repairs or replacement. If Ms. [redacted] requires either, she would need to contact the vendor is she is still within the timeframe that a repair or exchange is still available. Otherwise, since the item was not eligible for cancelation nor was it returnable from the moment she placed the order, 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
[redacted]

December 24, 2015[redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL  60611
[redacted] We have completed the investigation of [redacted] complaint regarding his recent...

online order experience.We would first like to apologize for any inconvenience he may have experienced with his missing order. We value his patronage and can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order, we found that Sears Online processed a refund of $27.08 on December 18, 2015, under return receipt number [redacted] can expect to receive his refund gift card in the mail by January 11, 2015. Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed.  We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely,  [redacted]Regulatory Complaint SpecialistSears Holdings Corporation

December 29, 2015 Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 Re: Nichole L. [redacted] - # 11005290 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the washer and dryer recently purchased for her parents. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her recently purchased appliances.  It appears that Ms. [redacted]’s concerns were addressed prior to the recent of her complaint from your agency.  Our records show that refunds for the washer dryer, accessories and protection agreements were processed on December 22, 2015.  Additionally, we have documented Ms. [redacted]’s concerns with the customer service she received at the store when she requested that her parents’ appliances be returned.  We do not take these matters lightly and we appreciate Ms. [redacted] bringing her concerns to our attention. With that said, since the requested refunds have been processed, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and her parents and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist

Initial Business Response /* (1000, 5, 2015/09/17) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
September 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]'s complaint regarding his recent visit to one of our auto centers.
Upon receiving Mr. [redacted]'s complaint, we escalated his concerns to [redacted], Automotive Center Manager for unit# [redacted] who states the following:
Mr. [redacted] came in for a steering and suspension evaluation. After the evaluation, we notified Mr. [redacted] that he needed a wheel hub and bearing along with an alignment for the vehicle. He declined the alignment and said that he just wanted the wheel hub and bearing. The associate assisting Mr. [redacted] notified him that without an alignment, the wheel bearing could cause an out of alignment state, which can cause the steering wheel to become off center which is indicative of what he is describing. Nothing on the vehicle was broken due to the initial service. Mr. [redacted] decided against our recommendation to not get the alignment when he was here the first time. When Mr. [redacted] came back in, the Assistant Manager explained to him again what causes the wheel to go off center. Mr. [redacted] declined work once again.

I have tried contacting Mr. [redacted] twice before receiving this Revdex.com Complaint and left a message in hopes to be able to explain the situation to him again, but have not received a call back. My Assistant Manager has also tried calling once as well. I am willing to cut the cost of the alignment in half from $89.99 to $44.99 due to the misunderstanding, and will continue to try to get ahold of the customer.
Should Mr. [redacted] decide to accept this offer of the alignment being half price, he can contact [redacted] at XXX-XXX-XXXX to further discuss. That being said, because we have addressed Mr. [redacted]'s complaint, we respectfully request this complaint be closed.

We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
XXX-XXX-XXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THere was never any mention of the need for alignment at the time of the estimate. I was given one estimate for the job @ $460+.
Our my second attempt to get the service rendered corrected, I talked to [redacted]. He called back much later and I have his voicemail saved where he stated that the sales person failed to communicate to me about the need for alignment and he said for additonal $89.99 minus $40 courtesy discount, alignment can be be done. I refuse to pay for the additional charges. As per [redacted]'s voicemail, the sales person failed to communicate properly. With the money I was quoted and paid, I expected no less than that my steering wheel will be straight much like before I brought for repair.
One more thing, on the day when my car was serviced, I never received any phone call that the service was done and my car was ready for pickup. I called 2 hours before closing and was told that the car is still being worked on and that they'd call me when the car is ready. Still, no call. As I need the car back badly, I decided to drive to the shop 1/2 before the shop closes and I found my car parked outside the shop. I went inside and paid for it and drove away with the car where later I found out about this problem.
Final Business Response /* (4000, 9, 2015/09/27) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
September 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]

Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s rebuttal regarding his recent visit to one of our auto centers.
We have received Mr. [redacted]'s rebuttal and again forwarded his concerns to [redacted], Automotive Center Manager for unit# [redacted] Mr.[redacted] has called Mr. [redacted] and advised that he could come to the auto center at his convenience to straighten out the steering wheel at no charge to him. We again apologize for any inconveniences this may have caused Mr. [redacted]. That being said, because we have addressed Mr. [redacted]'s concerns, 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 Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com

June 2, 2016 [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her dishwasher.  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 sincerely regret any inconvenience we may have caused Ms. [redacted]. Since it appears that Ms. [redacted] was not provided with an estimate prior to the repair of her dishwasher, we have processed a refund in the amount of $80.00.  The credit should post to Ms. [redacted] account ending in [redacted] within the next five to seven days business days.  Additionally, we would like to assure Ms. [redacted] that according to our repair protocol, she should have been given the opportunity to accept or decline the repair prior to its completion.  Therefore, the appropriate feedback has been forwarded to the technician’s manager to prevent further issues such as this.  With that said, since we have documented Ms. [redacted] concerns with the repair process and issued the aforementioned refund, 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

February 24, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with Sears’ online process and non-receipt of a refund for her cancelled order.   We would first like to apologize for any inconvenience Ms. [redacted] experienced with this order. After researching the notes we found that the order was cancelled and Ms. [redacted] was never charged for the dishwasher. However, Sears Online has offered to honor the same price of the dishwasher in addition to a 10% discount as a gesture of goodwill. If Ms. [redacted] decides to accept this offer then she may reference her original order number [redacted] so that the price adjustment and discount can be applied. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

August 31, 2016
 
 
Nita [redacted]
13);">Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted]– [redacted]     
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted]’s complaint regarding a recent purchase.
 
As clarification, our site says: “choose the services that are best for you.” Then the page has the consumer select “I would like my tires installed by Sears.” Under that, it says “you can add installation services below, if any.”   : If you do not select this option, installation is not provided. Performance balance is part of installation and that must be selected. It says “tire balance amounting included.” There is also a cost reflected for this service. Since Mr. [redacted] did not select balance and mounting, he did not pay for installation when he initially checked out and we are not able to provide him with a refund for this charge as a result. However, as a courtesy we have issued a credit for $34.70 worth of points, which is half of the mounting fee to his SYWR account since approximately $44.00 used a portion of his points on the initial order. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
 
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
[redacted]
Specialist, Regulatory Complaints
[redacted]
Email: [redacted].[redacted]@searshc.com
 
Tell us why here...

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

align="left">  [redacted] We have completed the investigation of  [redacted] complaint regarding Sears Home Services and repairs to her dishwasher. On May 3, 2016 a Sears Home Services technician was dispatched to [redacted] home and installed a new control panel and vent assembly into her dishwasher. After the unit was reassembled it was tested and was found to be operating as designed. If [redacted] has any future concerns I have emailed her and asked that she reach out to me. Since we have completed the repairs to [redacted] dishwasher, per the manufacturer’s recommendations, 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]

August 17, 2016
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted]
Your Revdex.com No: [redacted]
Via: 1st class US Postage
Via email: [redacted]@chicago.Revdex.com.org
Dear...

Ms. [redacted],
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
In regards to Mr. [redacted]’s complaint, I show only two services having been scheduled for his hvac unit and both techs recommended a new unit. There are no records that the techs flipped any breakers. However, we also did not collect any money from the customer as this service cost would have gone towards the new unit, if sold. On 7/20/2016, the contract was signed for a new HVAC unit and the project coordinator, Randi Lee spoke with Mr. [redacted] to set the pre-site visit. The pre-site was scheduled for 7/21/2016 between 4:00pm-4:30pm. On 7/21/2016, Mr. [redacted] spoke with Randi Lee to advise he was cancelling because he was going to have a friend install the unit at a cheaper cost. Since Mr. [redacted] chose not to buy from Sears, the service charges are now due and owing.
While we stand behind our products we understand that as a consumer they have to choose what is best for them. We regret that Mr. [redacted] has decided to cancel the project. However, SHIP will not be responsible for reimbursing the customer for any out of pocket expense and/or the alternate company he has chosen to go with. Nevertheless, Mr. [redacted] has not paid SHIP for any of the services and/or the pre-site incurred costs.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5415, or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: George [redacted]

Our 10 year old water heater from Sears just died and we called them for repair and ultimately replacement. The Sears repairman and sales staff at the Portage store that sold us an extended warranty, led us to believe that all that was required was a basic swap between the old and new.
We soon discovered upon installation by an outsourced company that our chimney, through which the water-heater is vented, would require a $450 lining to bring it up to code. When we tried to complain to Sears, we were given the run around, being transferred or referred to at least 7 different departments, with no resolution.
The installation person said this happens constantly, with Sears only interested in selling and not in customer satisfaction. We feel blindsided and rooked. We have several Sears appliances and have been customers for years and never been treated this way. We will never buy anything from Sears again and we will warn our friends to steer clear of these crooks!

October 14, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed our investigation of [redacted] complaint regarding her [redacted]...

dishwasher.
Our research shows that there has been one service repair for [redacted] dishwasher. On July 21, 2014 we repaired the dishwasher due to an error code; a sensor and a computer board were replaced at that time. [redacted] indicates she still had problems with her dishwasher after this repair but never contacted Sears to inform us that the repair did not fix her dishwasher or that she was having issues with her dishwasher. We would expect our customer's to inform Sears when a repair does not fix an appliance and with-in a reasonable time or at least with-in the first 90 days after a repair was completed. We show that at no other time did [redacted] contact Sears until receiving this complaint.
That being said since we have no record indicating [redacted] continued to have problems with the dishwasher after the repair in July 2014 and she is now 10 months outside her warranty period and 14 months since the only repair we have record of, Sears will not be replacing her [redacted] dishwasher. It is important to note that Sears is not the manufacture of [redacted] products. At this time [redacted] will be responsible for any repairs to her Dishwasher. Since we have explained why we will not be replacing [redacted] dishwasher at no cost to her we have closed our case.
We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]

Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
October 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94572765- Ravi [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding the repair of his refrigerator.
We have reviewed Mr. [redacted]'s service history and our records show that it was determined that he should receive a replacement refrigerator. Mr. [redacted] has been contacted and delivery of the new unit is scheduled for October 21, 2015. That being said, because we are in the process of providing Mr. [redacted] with his requested resolution, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com

Initial Business Response /* (1000, 7, 2015/08/25) */**
August 25, 2015 *
*
Revdex.com
Attn: [redacted]330 North Wabash Ave., Ste. 2006
Chicago, IL 60611*
Our File No: XXXXXXXX
Revdex.com File No: XXXXXXXX/[redacted]
Via: Revdex.com Website *
Dear Ms.[redacted]
This...

letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr. [redacted]. The completion of the cabinet project has been scheduled with Mr. [redacted] for 08/27. Once all issues have been addressed, I will update you accordingly. *
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension 5591, or via email at [redacted]@searshomepro.com.*
Sincerely,*
*
[redacted]
SHIP/HI Regulatory Complaint Specialist *
cc: [redacted] via 1st Class Postage *
*Initial Consumer Rebuttal /* (3000, 13, 2015/10/15) */*
*Final Business Response /* (4000, 15, 2015/10/22) */
October 22, 2015*
*
Revdex.com
Attn: [redacted]330 North Wabash Ave., Ste 2006
Chicago, IL XXXXX
Our File No: XXXXXXXX
Revdex.com Case #: XXXXXXXX/[redacted]
Via: Revdex.com Website
Dear Ms.[redacted]
SHIP extended an offer to M/M [redacted] to issue a credit to their Sears Home Improvement credit card account as a gesture of customer service. The alleged damage to the backsplash and the countertop has not been proven to be the fault of SHIP or the contractor. Despite this, we extended the offer and contacted the Customer by email and by phone to remind them of the upcoming expiration of the offer. In our conversation on October 16th, Mrs. [redacted] stated that they were not accepting anything and that they felt it was unfair. Our offer is now null and void. *
While we do regret that the Latores are not fully satisfied with the crown molding this molding was installed in accordance with the contract. The pictures provided by our service technician and by the Customer indicate that the crown molding was installed per industry standards. We installed additional molding to cover the paint line above the cabinets. This was outside the scope of the contract and was done as a gesture of customer service. *
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. and Mrs. [redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at XXX-XXX-XXXX x 5552, or via email at [redacted]@searshomepro.com.*
Sincerely,*
[redacted]
SHIP/HI Regulatory Complaint Specialist *
cc: [redacted] via 1st class postage