Sears Holdings Corporation

Complaint: [redacted]
I am rejecting this response because:
I did speak to [redacted], he said he would issue a credit on my credit card. No credit from 
Sears outlet is listed to date. Once credit is received as promised ( second time a credit was promised ) then the 
case will be closed. Until then I guess we will go back and forth. 
 
Thank you 
 
 
Sincerely,
[redacted]

November 27, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611[redacted]We have completed the
investigation of [redacted] complaint regarding the charges for a recent...

dryer
repair.Prior to receiving [redacted] complaint, our records indicate that she was advised by our escalated
customer service group, Social Media, that the charges for her repair were
correct and that she would not be refunded any monies.  At the time [redacted] scheduled service, she
was informed that she would be charged a minimum trip fee of $75.00 for a technician
to diagnose her dryer,  and that this fee
was non-refundable whether she proceeded with the repair or not.  If she chose to proceed with the repair, the
cost of the trip charge would be incorporated into the cost of the labor to
repair the dryer and if parts were needed, that cost would be an additional charge.  The technician diagnosed [redacted]’s dryer
and subsequently installed new gas coils. 
Therefore, [redacted] is liable for the cost of the parts ($35.03) and
the associated labor cost ($148.00).  Furthermore,
we would like to point out that we do not charge by an hourly rate; rather, the
charges for our services are based on job codes, which is a common practice in
the repair industry.  These job codes
incorporate many factors, including the time spent to do the job, the training
and tools for the technician to be able to perform the repair, the gas and
labor to get to a customer’s home (the fuel surcharge covers the additional
expenses that we have incurred due to the higher price of fuel), and other
incidentals.  In other words, whether the
technician spent 20 minutes repairing [redacted]’s dryer, or an hour and 20
minutes, the labor charge would have been the same.Accordingly, we find that
[redacted]s not entitled to any accommodations, as she was charged correctly;
therefore, no refund will be issued.  As
this decision is final and commensurate to the circumstances, we ask that this
matter be closed.We appreciate the
opportunity to address this matter.  Sincerely,[redacted]

Contact Name and Title: [redacted]
Contact Email: [redacted]
October 28, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]...

[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], District Service Manager, who states the following:
[redacted] came in just before his warranty was up, stating that his starter was bad and needed replacing. We could not find anything wrong with it. He then said he went somewhere else (another shop) and they condemned the starter. We asked for a copy of that receipt so we could tell our parts provider that another shop condemned it when we couldn't find anything wrong. [redacted] did not provide us with a copy of that receipt. We have called him repeatedly and asked for this receipt. We told [redacted] that we would not replace his starter just because he wanted a new one before his warranty ran out, and that the warranty was good during that time frame, only if the part failed. At the time of inspection, it was not bad. He said he took it elsewhere and they found it was bad so we asked him to bring us the receipt. We have always been willing to replace it or reimburse him if he had it replaced elsewhere if he provides the documentation that proves it was actually bad.
We have never, to this date, seen any such documentation. Should he have that documentation, he is welcome to come by anytime and show it to us and we will take appropriate action. That being said, because we have addressed [redacted]'s complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]

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

align="left">  Re: A[redacted] Dear Ms. [redacted] We have completed the investigation of Ms[redacted] complaint regarding reimbursement for her vacuum. We have processed a reimbursement check in the amount of $105.99 which should be received by Ms. [redacted] in the next 10-14 days. I have spoken with Ms. [redacted] and she is aware of the forthcoming check. That said our file has been 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

Nita...

[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: Wendi K [redacted] #94570830 Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her home air conditioning system. Delores [redacted], Sears Home Services Territory Operations Manager, provided the following response:I had the pleasure of speaking with Ms. [redacted] and discussed her concerns with her over a few phone calls since her complaint was received in our office. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home Services. We can assure Ms. [redacted] that her concerns were forwarded to my office 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 their reputation upon, but we would understand if this is not possible. If I can be of any further assistance to Ms. Brisendine, she can reach me at [redacted]. That said, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Claims SpecialistSears Holdings Corporation[redacted].[redacted]@searshc.com

September 20, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL  60611   Re: Maribel [redacted] - # 1[redacted]   Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services.   First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted].   Upon receiving Ms. [redacted] complaint, we contacted Cindi [redacted]r with unit 7435 for assistance.  Ms. [redacted]r spoke with Ms. [redacted] and offered sooner service, but due to her work schedule, Ms. [redacted] kept the September 14th date.  Ms. [redacted]r also explained to Ms. [redacted] that she was not charged for the part ordered through Parts Direct; the part was charged to her service agreement.  The repair was completed on September 14, 2016, after the technician returned to Ms. [redacted] home a second time; he had to re-adjust the door latch.  As a conciliatory gesture for any inconvenience Ms. [redacted] may have experienced, Ms. [redacted]r is sending Ms. [redacted] a $50.00 gift card.  Additionally, our office extended the MPA coverage on Ms. [redacted] washer for six months; the agreement now expires on July 9, 2017.  With that said, since we have documented Ms. [redacted] concerns and provided her with the aforementioned remuneration, we ask that this matter be closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   Melissa [redacted] Regulatory Complaints Specialist

May 4, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – [redacted] G. [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’ complaint regarding her online order experience and request to receive the correct refund amount of $11.52.   We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this matter. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  After reviewing the notes in her order, we found that a refund adjustment of $11.52 had been processed on April 12, 2016, which we have attached in a pdf for her records. This adjustment was credited to Ms. [redacted]’ account within 3 to 5 business days. For Ms. [redacted]’ records the return receipt number is [redacted]. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. 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

I engaged the services of Sears Carpet and Sir Duct Cleaning on 3/22/2016. A service planned for $154.95 to clean 14 air ducts, the technician suggested cleaning of furnace and all that lead to a total bill of $1,379.65 which I paid immediately. After cleaning, he said my filter is dirty, at first I was surprised its not included in the bill, but I agreed I will like to change the filter, and he promised he will make an order on my behalf. I guess the old filter should have remained in the furnace until a new one replaces it. However, I returned home from office only to find my old filter on the corridor of my family room. I have tried the technician's number but no response. I have called customer care but the lady hang the phone on me after my complaint. I will press charges if I confirm that my furnace has been covered without a filter for 2 days now, and Sears not doing anything about it. My Sears invoice number is 101416. I have not entered the HVAC room yet. Sears services is a rip off. Be careful !

October 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: #94570261 - Mary [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding the refund she had...

not yet received for parts that were picked up by our technician.
We would like to clarify that when a technician sends in a CWO form, it goes to our billing department at the end of the week via regular mail. Once our billing department receives it, it can take several days to be sorted to the correct group, and then several more days once it gets to the right group, to be processed. Our records indicate that the form was filled out on August 27, 2015, and a refund was processed on September 15, 2015, for the full amount of the service call of $340.91; this was credited back to the Visa ending [redacted]. As for the repair itself, we do show that the washer was still repairable it was just that the cost to do so had apparently become prohibitive as the additional part needed would have increased the cost of the repair by a few hundred dollars more than we had already estimated. With that said, since we did provide Ms. [redacted] with the refund she was seeking, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com

September 12, 2016
 
0in 0pt" class="InsideAddressName">Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – Melanie [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted]’s complaint regarding the repair of her washer and receiving a laundry reimbursement check.
 
We have received Ms. [redacted]’s complaint and would like to note that prior to contacting the Revdex.com, Ms. [redacted] has been in contact with our Customer Solutions department where a $100.00 check was processed for laundry reimbursement.  Apparently, the check was sent to Ms. [redacted]’s mother in law who cashed the check.  Ms. [redacted] acknowledges that the monies were received but to the incorrect person.  At this time, Ms. [redacted] will need to speak to her mother in law to receive the money.
 
As for the multiple repairs of the washer, it was last repaired on August 30, 2016 where a tub, hub, and basket were replaced.  The washer tested as working as designed with no leaks so no replacement is needed at this time.  That being said, because we have addressed Ms. [redacted]’s complaint, we respectfully request this complaint be closed.
 
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com

like I have mentioned many times before there was no return label in the box. If the manager Jose is telling you he saw a return label in the box then he is liar. I don't understand why everyone working in Sears makes things so difficult, I want to return it in the store. I do not want to go back to Joses store because I do not believe he and his stuff know what they are doing. I also want proof that I returned it when I take it to the store because your company has made so many mistakes I don't want to deal with another one. Until we can get this settle I will not agree to close this matter. It's incredible you people speak of unfair, I have tried to cancel this order and return it since December and you people treat me as if I want to keep the ring and not pay like a criminal. 
 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

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

align="left">  Re: Katherine T [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and her dishwasher. Ms. [redacted] dishwasher was covered by the units one year parts and labor warranty which expired on January 10, 2014. The dishwasher is covered by a Sears Master Protection Agreement (MPA) which is scheduled to expire on January 7, 2018. We feel it is important to remind Ms. [redacted] that per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 closed service calls where functional parts have been replaced within a 12 month period. After reviewing the previous service calls, we find that the dishwasher does not meet the aforementioned criteria for replacement. Sears dispatched a technician to Ms. [redacted] home on November 16, 2016 to diagnose her complaint that her dishwasher emitted a burning smell. Upon arrival at the home, Ms. [redacted] refused service. Later in the day, Ms. [redacted] contacted Sears and was transferred to our Protection Agreement Business Administration Office and spoke with Ms. [redacted], who reiterated the terms and conditions of the MPA regarding replacement. Sears Home Services will not be replacing the dishwasher as it does not qualify for replacement as previously stated. At this time, we find ourselves at an impasse with Ms. [redacted]. If we are not provided with the opportunity to diagnose the dishwasher, we are unable to move forward. If Ms. [redacted] would like to move forward, she can email me at Adam.[redacted]@searshc.com. Ms. [redacted] notes in her complaint that she would like a refund. We feel it is important to refer Ms. [redacted] to her sales check, provided as a courtesy, which notes that she had 30 days in which to request a refund. The dishwasher was purchased January 4, 2013, therefore a refund is not an option. Since we have provided our stance as it relates to Ms. [redacted] complaint, we ask that this complaint be closed pending further contact. 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

Complaint: [redacted]
I am rejecting this response because:
Complaint: [redacted]I am rejecting this response because: my decision is final as well. I have disputed this with my financial institution once again and Sears will receive a chargeback and the account in question has been closed.
Sincerely,[redacted]
Sincerely,
[redacted]

My customer service experience with sears outlet, Newark DE and their delivery company has be absolutely atrocious. I will start from the beginning:. I ordered a washer, dryer and refrigerator on Friday, April 10th to be delivered on Wednesday April 15th. I get a call confirming delivery on Tuesday evening for 530 to 730. At 7pm on Wednesday, no one has shown up. I call the delivery company who assures me someone is on their way. At 9pm I call again, they then tell me that they sent the driver home and I was not going to get my items and there’s nothing anyone can/will do. I ask to speak with a manager who apologizes, tells me to call the store to tell them to reimburse the delivery fee, but that I will get my items the next day. (seems fair)

I call the store on Thursday morning to tell them what happened, they said they were unaware of the situation and that my items were not put back on the truck nor were they scheduled to go out any time soon. I was very upset. They cancelled my delivery and didn't even put me back on the schedule. Had I not called, I was not going to be put on the schedule. They put me on delivery for Friday. (Now on a two day delay, seven days of not having a washer or a fridge)

Friday the three items did get delivered. The fridge didn’t shut because all of the screws were taken out and/or loose and the washer was broken. (Missing the bar in the back on the left that holds the barrel in place, obvious problem) I fix the fridge myself, but there is no way for me to fix the washer as its missing a vital piece. I call the store. They offer an exchange. The earliest they can deliver is Tuesday. Upset with the poor delivery and now having to wait another four days, I agree, but request morning or evening, but not midday as I work. They assure me they will "do their best". I get the call Monday evening to disclose the delivery time. It’s 12:30pm-230pm (The only time I am not available). I call the delivery company back immediately to let them know that it is not possible. They tell me there is nothing they can do and to call the store tomorrow morning. They refuse to let me speak to a manager, telling me that they don’t have managers within the company. Finally, they agree to put me on hold to get a manager, I wait 10 minutes, they get back on the phone to tell me that they will call back. As I’ve been down the road before, I said no I will wait and they hung up on me. They then continued to divert my number for 90 minutes, refusing to pick up and then picking up and hanging up on me. Finally I get through a manager who again repeats there’s nothing they are willing to do about changing the time frame, she says that I should have called sooner to let them know there was an issue (I called within 20 seconds of receiving my call, the delay was due to their call diverting and I had put a request it for anytime but that time) The conversation ends with her only saying that I will have to wait until Thursday if I want a different time. So I said, fine I will take the Tuesday at 1230 and skip work (AGAIN).

I call the store on Tuesday morning to let them know how unprofessional the delivery service customer service was last night and all of the lies of ‘no managers’ and lack of help or empathy for not having a washer for now 10 days. They tell me that the items were not put on the truck today, that the delivery company told them to cancel the delivery. I was furious at this point having taken off of work for TWO days for a delivery that is not happening AGAIN. I requested we get put on for tomorrow as that is clearly the next appropriate time for delivery since they refuse to have the truck come back to get the washer for today (even though I called at 9am) and they refused to put me on for Wednesday. They spoke with my husband and lied to him telling him they will try for tomorrow (Wednesday) or even tonight, but it was made clear in later conversations that was far from anyone’s intention. The delivery service at one point told me they don’t deliver on Wednesdays, which I know is a lie since I was originally schedule for Wednesday last week. I then requested through the store to ensure it was going to be in the morning or in the evening, not midday and they said – there’s nothing we can do, we’ll just see what the computer says. Obviously, I work. Obviously, midday doesn’t work for me. No one cares. Everyone is incredibly rude; both the delivery company and sears outlet. They ultimately do what they want, deliver as they feel like it and deliver poor, beat up, broken products with missing pieces. Customer Service is not a priority to either of the businesses, as they are rude, unprofessional and dishonest. I have never had such a poor experience and will never order from sears outlet again.

Assuming that they decide to deliver the washer on Thursday, I will have gone two weeks without a washer. And haven't received even an apologize for their continued team-worked mistakes.

October 21, 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 water heater.        Unfortunately, we had an issue with a sick technician in Mr. [redacted] area and we sincerely apologize for the delay. We were able to arrange for his repair to be done on October 19, 2016. As a conciliatory gesture, we are sending Mr. [redacted] a $40.00 gift card, which should arrive within 10-12 business days. We want to assure Mr. [redacted] that we are currently examining the cause of the delay in order to prevent further such occurrences as well. 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]

February 2, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his online orders and request for a free return label.   We would first like to apologize for any inconvenience Mr. [redacted] may have experienced with this matter. We 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 researching the notes we found Mr. [redacted] had two recent orders. The first order [redacted] was returned and a refund of $186.16 was processed on January 23, 2016, by the local store. For Mr. [redacted] records the return receipt number is [redacted] The second order [redacted] was returned and a refund of $40.52 was credited back to his [redacted] account ending in [redacted] and $117.47 was credited back to his Shop Your Way Rewards account. For Mr. [redacted] records the return receipt number is [redacted] We hope that in the future Mr. [redacted] 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, since a full refund has been provided, we 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

July 25, 2016
 
0pt" class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  [redacted] [redacted]
 
Dear [redacted]
 
We have completed the investigation of [redacted] complaint regarding the repair of her refrigerator.
 
We have received [redacted] complaint and apologize that the repair is taking longer than anticipated.  Repair was scheduled for July 11, 2016 to allow for the parts needed to repair the refrigerator to come in.  That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
 
We apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]

September 29, 2016
 
0in 0pt" 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 Ms. [redacted] complaint regarding the repair of her weed eater.
 
Upon receiving Ms. [redacted] complaint, we escalated his concerns to [redacted], Team Lead for Carry In Services who agreed to replace her weed eater per her request.  That being said, because we are in the process of replacing Ms. [redacted] weed eater, we respectfully request this complaint be closed.
 
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]

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

Specialist from Sears Garage Solutions provided the following
response:According to the local office, [redacted] has not been charged
twice for the $75 fee.  I have left a voice message for him asking to have
my call returned. If [redacted] can provide me with proof that he was charged twice,
I will reimburse him the $75. I can be reached at [redacted] and via email at [redacted].
Since we have noted our intent to reimburse [redacted] if he was charged twice,
we ask that this complaint be closed pending further contact. 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I do like how Sears Always puts "PROOF OF SALE" in caps, I have been doing business with sears long enough to know that is the ONLY way you are able to return or replace something there.
Fortunately this will be my LAST PROOF OF SALE, from Sears as I am finished shopping Sears, I actually have not shopped Sears for a number of years, but I do need to EDUCATE my son on the Sears experience, and make sure he does not waste his hard earned money at a place that does not take care of their customers unless you keep you PROOF OF SALE for the entire warranty period.
 
Thank you Sears for only reiterating my knowledge of a store like yours.    
Sincerely,
[redacted]