Sears Holdings Corporation

August 5, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Mamie A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s...

complaint regarding her dissatisfaction with the performance of the tractor and the problem she encountered when she attempted to return it for a refund.
Upon receipt of Ms. [redacted]’s complaint we reached out to District Manager Carlton Richards to assist with Ms. [redacted]’s concern. Mr. Richards investigated and found that the tractor was in fact delivered on July 22, 2016. Ms. [redacted] called that same day and informed the store manager that the tractor was not working. The store manager offered to send an associate to take a look at the tractor the next day and she agreed. On July 23, 2016 the associate arrived at the [redacted]’s home and discovered that the lawn was mowed and asked what was wrong with the tractor. Mr. [redacted] stated that there was nothing wrong with the tractor, so the associate returned to the store since there was nothing to assess on the tractor. That same day Ms. [redacted] attempted to return the tractor and stated that she was not happy with the tractor or how she was being treated. The no return policy regarding gas powered equipment was explained to Ms. [redacted] and she was informed that she could exchange the tractor for another model. Ms. [redacted] did not accept this information.
Upon further investigation, Mr. Richards could not verify that the return policy was actually covered with Ms. [redacted] prior to the purchase. For customer satisfaction, on August 1, 2016 Mr. Richards authorized the return of the tractor for a refund. On August 4, 2016 the tractor was returned and we issued a credit of $1,358.88 to Ms. [redacted]’s account ending in 8735. With that being said, since we have provided Ms. [redacted] with her requested resolution, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

I have gone into the store in my area Jackson, Michigan and have had to deal with the credit card depatment of this company. The employees at this location have not been helpful. I purchased a garage door opener and could not lift it because I was 7 months pregnant so I asked for help. The cashier that I purchased the product through looked like she didn't know how she was going to help me but the nice customer who was also purchasing an item took his time to help me bring it to my car. I purchased appliances from this store and the saleswomen was awful didn't have a clue and told the next customer she was trying to hurry with us so she could help them. It was obvious she was trying to hurry with us she couldn't answer any questions and seemd to have little training. When it came to installation of our appliance the installation workers were in a rush and had installed my washer and dryer in-correctly. They actually said they couldn't hook up my washer because there was not enough length cord but told me to buy a longer length cord. So I went to every appliance and home improvement place looking for the exact length the installation workers had advise me to get. Come to find out there is no such length it doesn't come in that long of a cord. Even though we purchased the installation for an added fee through sears my husband and father in law actually had to install the product. The credit card service is no better, I could not understand the person I was talking to on top of no help at all. Seems to be a theme for this company. I won't be buying through this company anymore and I would not advice anyone to purchase from this company.

September 16, 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 Ms. [redacted] complaint regarding her dissatisfaction with our customer service and request for assistance in returning her sears.com order for a refund.   It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, our records indicate that sears.com attempted to verify Ms. [redacted] return on September 6, 2016, and sent an email asking her to reply to confirm that the air conditioner was picked up.  It does not appear that Ms. [redacted] has replied to date; however, refunds of $609.91 and $19.10 were issued to her [redacted] ending in [redacted] on September 16, 2016.  Ms. [redacted] may reply to our email if she has any further questions about this issue or her refund.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and an equitable resolution has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist [redacted]

December 1, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611Re: Carlos [redacted] - #
10972036Dear Ms. [redacted]:We have completed the
investigation of Mr. [redacted]’s complaint regarding his refrigerator...

repair.First, we would like to
apologize to Mr. [redacted] for failing his expectations in regard to his
refrigerator repair. Our records show that Mr. [redacted] has had three repairs
completed to his refrigerator, primarily involving his icemaker.  The last repair was completed on November 25,
2015, with the replacement of the filter housing and water valve.  Furthermore, a review of the notes within our
service system does not show any documentation recommending a replacement.  At this time, we are unable to provide Mr.
[redacted] with an exchange, but we have processed a one-year Repair Protection
Agreement (RPA) for his refrigerator; the coverage is to begin upon the
expiration of the manufacturer’s warranty on April 8, 2016.   Thereby, providing Mr. [redacted] with an
extra year of coverage for any needed repairs and a replacement if it is determined
that his refrigerator cannot be repaired. 
With that said, since we have completed the repair to Mr. [redacted]’s refrigerator
and provided the aforementioned concession, we ask that this matter be closed.Again, we apologize to Mr.
[redacted] and we appreciate the opportunity to address this matter.  Sincerely,Melissa [redacted]Regulatory Complaints
Specialist

February 9, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted]   Dear Ms. [redacted]   We have completed our investigation of Mr. [redacted] complaint regarding his dissatisfaction with the repair to his refrigerator   Sears Home Services initially installed a new ice maker in Mr. [redacted] refrigerator on December 11, 2015.  Unfortunately, the repair did not resolve the issue with the unit.  Mr. [redacted] called for service again a few days later, to report that the unit was not making ice.  A technician re-examined Mr. [redacted] refrigerator on December 29, 2015, and defrosted the ice maker fill tube.  The problem persisted, and a final service call on January 22, 2016, was able to uncover the final issue with the unit; a new valve and bypass were needed.  The technician installed the valve and ordered the bypass, which Mr. [redacted] subsequently installed.   Understandably, Mr. [redacted] is upset that follow-up repairs were needed, but it is not uncommon for an underlying or secondary problem to surface once an obvious product failure has been addressed.  There are no notes from any technician that the initial replacement of the ice maker was unnecessary nor has Mr. [redacted] provided any proof to support his claim.  Furthermore, Mr. [redacted] was not charged for the subsequent repairs, other than the bypass, which we will refund as a courtesy.  A credit request for $26.49 has been submitted and the refund should post to Mr. [redacted] account in the next 7 – 10 days.  With that said, since we have explained why we are unable to honor Mr. [redacted] request for a full refund, but have processed the aforementioned credit as a customer courtesy, we ask that this matter be closed.   We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.     Sincerely,   [redacted] Regulatory Complaints Specialist

April 19, 2016

class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]  [redacted] [redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding a comforter that she would like to return.
We have received [redacted] complaint and would like to note that our return policy is 30 days from the date of purchase.  The return policy is located at every register in the store which was verified by [redacted], Store General Manager of Unit# [redacted].  While we understand that [redacted] would like to exchange her comforter, the fact remains that she is beyond her 30 day return period and we are unable to exchange or return the comforter per her request.  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]
[redacted]

Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611   Re:  # [redacted] - Brian M...

[redacted]   Dear Ms. [redacted]:   We have been unable to complete the investigation of Mr. [redacted]’ complaint regarding repairs for his washer. We were unable to find a profile with Mr. [redacted] name and number under it as listed in his complaint. We were ab*e to locate a profile under a different name and number but did list his address on Daening Ave. We attempted to contact Mr. [redacted] and did *eave message for him to contact so us to confirm the information we have in our system. Unfortunate*y we have not received any return calls. That being said under the profile we were ab*e to locate it appears that service for a Kenmore washer, mode* #[redacted] was completed on September 9, 2016. Several parts were rep*aced and it is our understanding that the washer was repaired and is in working order. We wi** be happy to assist Mr. [redacted] further if need be, he need on*y contact me via email at Vanessa.*.[redacted]@SearsHC.com or by phone directly at [redacted]. In the interim, we will consider Mr. [redacted] matter closed, pending his response. We apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter.  P*ease fee* free to contact me if you have any further questions or concerns. Sincerely,   Vanessa *. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.*.[redacted]@searshc.com

September 9, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted]
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Alicia [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with her local Kmart Store and the online Ship-to-Store experience.   It is unfortunate that we failed Ms. [redacted]’s expectations when she recently ordered items online for pick up at her local Kmart Store. We value her patronage and can understand her frustration with the events detailed in her complaint. We regret that this incident occurred, and we can assure Ms. [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, Michael [redacted] Manager for Kmart Store number 7654, contacted Ms. [redacted] on September 7, 2016, to discuss her concerns.  Mr. [redacted] passed these concerns along to our online partners as well as store management, and Ms. [redacted] stated she planned to return to Kmart the same day and would speak with Mr. [redacted] again if she had any further concerns about her store experience.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed, since we have noted Ms. [redacted]’s comments and no further resolution was requested.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Nicki [redacted] Regulatory Complaint Specialist [redacted] Ext. 87741

July 25, 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 [redacted] complaint regarding her request to receive new tires at no cost under the terms of the manufacturer’s warranty.   It is unfortunate that we failed [redacted] expectations when she recently visited Sears Auto Center. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns were forwarded to management for review and as a result of this action, [redacted] Manager for Sears Auto Center number [redacted] informed us that a member of his team spoke with [redacted] in reference to his concerns.  [redacted] returned to Sears Auto Center and received 4 new tires under the terms of his manufacturer’s warranty, as requested.  At this time, we can only reiterate that we truly regret any misinformation or inconvenience [redacted] may have experienced.  We hope that in the future they will allow us the opportunity to provide them with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist [redacted]

To Whom It May Concern:
On July 6, 2016, my husband and I came to your Livonia store located on 7 mile to purchase a mattress. My mother informed us that weekend that they were on sale and we were in need of a new one. We purchased a King Beautyrest Platinum edition mattress and two box springs. The delivery was scheduled for July 16, 2016. Jerry was our sales associate that day.
On July 12, 2016 we came to the store and spoke with Jerry again. I informed him that I know longer needed the box springs and wanted to return them. He attempted to return them; however was unable to do so stating there was no return barcode. He then called the store manager, Rich [redacted] and informed him of what we wanted to do. Mr. [redacted] advised that we would have to return the whole order which would delay our delivery and to just refuse the box springs when they came for delivery.
On July 16, 2016 the delivery truck showed up we informed them we are refusing the box springs and only wanted the mattress. We took delivery of the mattress and waited for our bank account to be credited. On July 21, 2016 I contacted the 800 number on the paperwork given to me with my receipt stapled to it regarding my refund of $340.00 plus tax for the refusal of the box springs. The customer service lady informed me it could take up to 10 days and to give it till July 29, 2016. If it is not received by then she advised me to contact the warehouse and provided the contact information.
On July 28, 2016 I contacted the warehouse and was informed that the money had been credited to the store of original purchase and I need to contact them. I contacted the store and asked for Mr. [redacted]. I was told by Lori the Assistant Manager that he had gone home for the day and would not return until Monday. She then attempted to help me. From the time she answered the phone she had an attitude in her voice as if I was bothering her. I proceeded to tell her the story and expressed my irritation and the lack of customer service I was receiving from her store and she stated it’s a warehouse issue. I then stated to her I called them and they advised me to contact the store of original purchase. She took my information and stated she would go to the mattress department and call me back.
About an hour later she called me and stated that she contacted the warehouse and spoke to Max and an escalation ticket regarding my refund had been submitted and I should hear from him within 48 hours. I once again expressed my irritation that I as the customer had to contact Sears for my refund. She stated again it’s the warehouses fault not Sears. I stated to her that Sears is who we purchased the mattress from and Sears is who has contracted out the delivery service and warehouse to complete the sale so how it is not a Sears issue? She then stated. “I have done all the work for you” there isn’t reason to be upset. I then stated you should have done the work. You are an employee of Sears and I am the customer. I shouldn’t have even had to call and “find” my refund. This is the worst customer service I have received in years.
For Lori to be an Assistant Manager I am appalled at the individuals you have chosen to hire. Not once did she apologize for my inconvenience or their mistake. Not once did she show any empathy to the situation at hand. She was rude and very disingenuous. The warehouse employee I spoke to also acted as if I was bothering him. To say the least I am disappointed and will take my money elsewhere. I will also be sure to share my experience and disgust regarding Sears with family and friends.
It is now August 5, 2016; 3 weeks after the delivery of my mattress and the decline of the mattress pad and my money has still not been refunded to me. The warehouse blames the store and stated they have my refund. I spoke with Reese a manager at the delivery center and they stated the store has been issued the money. She calls the store and speaks with Terrence and is told she will contact me with an update. No one is taking responsibility for this and they continue to give me the run around. I have never been treated so rudely at a merchant in my life. Something so easy is not getting accomplished and they continue to act as if I am bothering them.
Thank You,
Mrs. [redacted]

I have not had good customer service from Sears Home Service Repair.
Three different calls to finally get a supervisor/case mgnr to speak with about a faulty part that was installed in my appliance. My part was installed on 10/21/16, I tried using my self cleaning portion of my appliance on 3/31/2016 only to find that it does not work. I had a technician come out, tear my oven apart, check wires, and power to that portion of my appliance only for him to say they installed/ordered a faulty board. Now after calling about this issue again, they are saying the part/Labor is only covered for 90days........How can the part only be covered for 90days! Its not every day you use the self cleaning portion of your appliance. Now having to argue my case to 6 different people. I still have not resolve at this point. I spent $476 for parts and labor to have my oven fixed initially! I should not have to pay again for the same part that was faulty on installation. The only good part out of this so far is that the service tech did not charge me for his visit! After talking with a supervisor the best they could do was offer me 15% off a new over if I bought it at Sears. Poorest customer service I have ever dealt with. This company sucks!

Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
September 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94569358 - Mike [redacted]
Dear Ms....

[redacted],
We have completed the investigation of Mr. [redacted] complaint regarding his recent online order.
As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search.
It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller's pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.
After researching this matter, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] Outlet, [redacted] Palatine IL 60067, email: sales@[redacted].com, ph. (866) [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below:
Third Party Advertisements and Links to Third Party Sites
We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.
Returns and Cancellations
Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.
With that said, we confirmed with Sears Online Solutions that a refund gift card was systemically generated when the order was cancelled. The refund gift card ending in 8411 for a total of $19.24 was shipped on approximately September 11, 2015. Mr. [redacted] should receive the refund gift card in the mail within fourteen business days which would be October 1, 2015. In closure, since a refund has been processed and this decision is in accordance to our posted terms and conditions, we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation

I recently bought a Kenmore refrigerator this summer from a local Sears store. About two months after buying it the appliance stopped working. I called to get a technician to come out and fix it. When the technician came he jumped to the conclusion that the appliance had been open for a long amount of time, and that had caused the motor in the back of the freezer to be covered with ice. There are two reasons why that isn’t true:

If the door is left open for a long amount of time the appliance has an alarm.
If you let the door handle go it closes on its on.

Now it is broken again. Several days before the refrigerator went out, I called because it was making the same noise it had made before. I was told at that time that if the technician came out and there was nothing wrong with the refrigerator, I would be charged for the service call. Since the first technician suggested there was really nothing wrong with the fridge, I was encouraged to wait until it went out to call again. I took a video of the noise it was making and the inside of the fridge and sent it in an email. It was then that I was finally given a date of November 27th, the day AFTER Thanksgiving, for a technician to come out. Finally, the refrigerator stopped cooling, and I called customer service on 11/17 and requested them to come sooner. They couldn’t resolve the problem. I talked with a customer service representative, and she couldn’t resolve the issue in a timely manner so I requested to talk with her supervisor. He said that a technician couldn’t come until November 27th and he could possibly get a technician out if a spot became available earlier. Unfortunately, I have a refrigerator full of food, four children, and medicine for a newborn that will spoil without a working refrigerator.

October 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding his...

dissatisfaction with the dryer he purchased.
First of all, we want to apologize to Mr. [redacted] that the fee for diagnosis/examination was not brought to his attention. Our policy is that a script is to be read to each consumer advising them that there is a non-refundable diagnosis fee charged whether the repair is completed or not. We also want to let Mr. [redacted] know that we have forwarded his concerns regarding the employees he mentioned to the appropriate parties as well as for employee that scheduled his appointment so that we may prevent further such occurrences.
In regard to the dryer itself, Mr. [redacted] seems to believe that it is defective somehow and he feels we are not standing behind our product by failing to inspect his item for free. However, we have no recalls on file from the manufacturer for this model. We have honored the manufacturer's warranty and it seems he has had reasonably good use of the dryer as we have no other request for service on file for the last 6 years. We feel if there had been some sort of defect, we feel it would have been manifest much sooner, but the only request for service we have on file is this one. The paper Mr. [redacted] is speaking of could have been some sort of lint. Even if it is not, the dryer is almost 12 years old and the one year manufacturer's warranty expired long ago; therefore, any repair/diagnostic costs would now be his responsibility. We are very concerned with the safety of our consumers and this incident has been reported to the Consumer Product Safety Commission. We apologize if this does not meet with Mr. [redacted]'s satisfaction, but he did have the choice of purchasing a service contract that would have covered instances such as this after the manufacturer's warranty. The benefits of such a purchase have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. That said, we appreciate Mr. [redacted]'s patronage and we are willing to provide him with a refund for 25% of the diagnostic fee service if he uses a Sears technician. Should Mr. [redacted] decide to accept, I may be contacted at the email address listed below during normal business hours. 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
([redacted]@searshc.com

May 4, 2016

class="InsideAddress">
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL  60611
[redacted]
We have been unable to complete 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], Auto Center Manager of store# [redacted].  [redacted] has attempted to reach [redacted] via telephone and I have left contact information on his voicemail; however, at this time he has not responded.  We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him.  He may contact [redacted] at [redacted]t his earliest convenience if he still requires assistance with his issue.  In the interim, we will consider [redacted] matter closed, pending his response.
We apologize to [redacted] for this issue and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]

October 24th I callled for service on my 4 year old Whirlpool washer that we bought an extended warranty on. I was told the first available appointment was November 6th between 8-12. I said okay and my husband took the day off to be there. At 10:00 that day I received a call saying the technician had called in sick and it would be November 19th before they could get anyone else out there. I told them that wouldn't work as I was out of town plus I shouldn't be pushed back 2 weeks for their staffing issues. They finally said November 13 between 1-5. The Techician came but of course didn't have the right part. He found out there was another Technician within 13 miles who did have the correct part. However, he wouldn't answer calls, voice mails, text messages or central dispatch calling him. After no contact our Tech had to order the part and leave (washer still broken). The part came today but we were told it would be December 1st before they could get it finished! By the time that rolls around we will be without a working washing machine for 6 weeks!!! That is totally unacceptable service.

February 16, 2016  
sans-serif;">[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding the service on her refrigerator.   After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the refrigerator. A replacement was processed on February 16, 2016 and delivery is set for February 23, 2016 and Ms. [redacted] has been provided with my direct contact information if she has any questions. Since it was our understanding that this resolution met with Ms. [redacted] approval, we have closed our file.   We apologize to Ms. [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] 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. Sears has referred [redacted] damage claim to our third-party claims administrator [redacted] for further review. Once [redacted] opened the claim, [redacted], it was assigned to Claims Examiner [redacted] for handling. [redacted] can be reached at [redacted] during normal business hours or via email at [redacted] For clarification, [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim.  Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] actions. Their decision is immutable. Since we have provided [redacted] with the information needed to follow up on her claim, we respectfully request 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]

Complaint: 1[redacted]
I am rejecting this response because:
I still had to pay about 100.00 dollars to have a Sears repairmain come out to verify that the parts needed to be replaced.
as I stated I offered to bring the parts to our local repair location so Sears could verify that the parts were defective.
 
It was basically extortion because Sears refused to replace the parts without me paying to have a Sears repairmen come and and spend 3 minutes verifying that the parts were defective and needed to be replaced.
I want to be refunded the Service Call Fee that I was forced to pay.
 
Sincerely,
[redacted]

This is the WORST CUSTOMER SERVICE EVER!!! I WILL NEVER SPEND ANOTHER DOLLAR WITH THIS COMPANY EVER AGAIN!!!

Our 1st call, Tuesday, July 14th to have a repair person come diagnose a noise problem on our front end load washer. Two weeks later, July 28th they showed up and placed an order for replacement parts. Parts arrive one week later and sat in my garage.

1st scheduled repair date, Friday, Aug 14th. We received a cancellation call that day(called in sick)
They re-scheduled for (2) weeks later Aug 28th. I immediately return a complaint call about the new date. They re-scheduled for Saturday, Aug. 15th. On the 15th they called and cancelled for the 2nd time because it was a (2) man job, they only had (1) tech available and he wasn't trained to make the repair. Re-scheduled me for Aug. 22nd. They called on Friday, Aug 21st (sick) to cancel Aug 22nd appointment.

I called again on Saturday, Aug. 22nd to make a complaint and talked to the scheduling Supervisor. He informed me he would have someone out on Tuesday to make the repairs. He miss lead me to believe it was the next Tuesday, Aug. 25th. We then received and email stating it was to be on Tuesday, Sept 1st. I called 1-800-5479-4505 to make a formal complaint AGAIN about Sears service. This person (Christian) was very nice and was the best Sears rep throughout this whole ordeal. She gave us $65.00 credit off the cost in addition to a 20% coupon on top of that. Too bad that's the last and only thing good I will have to say. In the end we had to settle for the Sept. 1st repair date.

On Tuesday, Sept. 1st the tech shows up and doesn't have a clue on what he is here to work on. "I" have to tell him what he is here for, REALLY?
I showed him the parts, he then tears the washer apart. Then looks at the repair parts and realizes the manufactured part is not properly manufactured. The main seal is NOT INSTALLED. Therefore in his own words "this part is junk, you need to throw this away" He informs me he will re-order the part and it should be delivered with (2) days. On this same day, I had to called to verify the part was ordered, because the tech left while I was on the phone and didn't inform me if he had ordered the part. They confirmed and gave me a new repair date of Friday, Sept. 11th.

On Tuesday, Sept. 8th I called to check on the part. They said it was ordered, but no evidence or tracking number from the manufacture was available as to when it will be delivered. In the meantime, we do not have a working washing machine.
Mind you my machine was working with issues prior to the technician tearing it apart.

Along with this complaint, Sears does not have anyone in a position of authority with a back bone to list a complaint contact number to do ANYTHING to help a customer. No customer complaint line that someone can talk to, that can make something happen for the customer.

In the meantime customers are expected to accept apology's for the worst EVER service on a product the company CLAIMS to stand behind. In addition, my washer was under warranty and it's the only reason I am having to tolerate this crappy service. Otherwise I would be buying a new washer from a different manufacture.