Sears Holdings Corporation

Complaint[redacted]
I am rejecting this response because: it seems to me that this individual at Sears is not in touch with all the facts of this case. As in my previous rejection of their explanation, I had requested a copy of the recorded phone conversation that lead to the purchase of the master protection agreement. The recording will show that I expressed several times to the CSR that the oven was not working and yet I was allowed to purchase it. The $75 dollars that is being talked about in this response is the cost of the master protection agreement not my repair deductable. She is using the wrong 3rd party insurance when reference to this situation, it is not cross county, it's choice [redacted]. This only goes to show how missinformed they really are. For Sears to come to this conclusion after four months of service calls and no resolution is absolutely absurd. The amount of time and money I have invested in this far out ways any resolution Sears might have. But it all comes down to the lack of knowledge of the repair techs and the poor design of a product that they stand behind. To know that I went through all of this because the oven was damaged by the self cleaning option and that I am not the first to have this happen. However, I would guess that I am the first for it to take four months and then have the company just walk away. 
Sincerely,
[redacted]

October 19, 2015
[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]'s complaint regarding charges for...

services while under a manufacture warranty for her washer/dryer combo unit.
In Ms. [redacted]'s complaint she states that since a part was ordered when she first called in for service that there was a known issue with her washer. It is important to note that when a customer calls in for service while under a manufacture warranty or a service plan Sears will try to trouble shoot the issue and if possible order the part that may handle the issue, this is what happened when Ms. [redacted] called in with her complaint that the washer tub was tilted. This system was set up as a convenience for our customers in an attempt to prevent a second service needed to order parts.
When our service technician arrived for the service appointment he found that the reason the tub was tiled is that it had been overloaded with a polly-filled comforter and during the wash cycle the comforter was caught in the tub ring and the tub ring was ripped off causing additional damage to the supports. The tub ring is at the very top of the washer tub, several inches past the load level margin. This evidence lead to our service technician's diagnosis that the repairs were needed due to customer miss use. Ms. [redacted] is correct that she was under warranty at the time of the service but it is important to note that page two of her owner's manual states that services due to damage or failure of this product resulting from accident, abuse, misuse or use for other than it's intended purpose is not covered under the manufacture warranty and since our service technician did diagnosis the issue due to customer overloaded the washer Ms. [redacted] would be responsible for the repair and diagnostic fees.
That being said for customer satisfaction only we have waived the diagnostic fee and the billing of this has been stopped. Since we have stopped the billing as requested for customer satisfaction reasons only we have closed our case.
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] direct
[redacted]@searshc.com

January 5, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #10991462–Javanna M. [redacted]r         Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted]r’s complaint regarding her recent visits to her local store.   Store Manager Rodney [redacted] has spoken with Ms. [redacted]r in regard to this issue. Rodney has provided a resolution that Ms. [redacted]r indicated was satisfactory. Ms. [redacted]r may contact Rodney directly with any concerns she may have in the future during normal business hours at [redacted].   We apologize to Ms. [redacted]r and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Thank you for your assistance and I apologize for the delay in responding.
This reply from Sears is completely inaccurate. I was told of the $900 credit by "Jane" on 7/31 in the afternoon.
I was then told by "Jean" on 8/7 that she did listen to the recorded call and admitted that I was promised this credit.
I assume all calls are recorded so I am sure this is not hard to confirm and would like to listen to the actual calls before they tell me that I was not told this, when I actually was.
Thank you for your time.

March 22, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]
We have completed the investigation of [redacted] complaint regarding her online order and request for a replacement.   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. With that said, our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In [redacted]’s case, the order was fulfilled by [redacted] located at [redacted] Their alternate address is [redacted] The merchant can be reached via email at [redacted] or by telephone at ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [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. We apologize for any inconvenience [redacted] experienced with this order. After reviewing the notes in the order, it is our understanding that the merchant would be shipping the item to [redacted]. In closure, should [redacted] have any questions regarding the order she may contact the Third Party Marketplace Vendor directly. As 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

November 23, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]  [redacted]We have completed the investigation of [redacted]
complaint regarding her...

inability to cancel an order once she placed it.We would like to clarify that our website indicates that
once an order is placed it might not be possible to cancel it depending upon
the type of order. This is because many of our systems are automated and once
the order enters that automated process, it is not possible to stop it. In [redacted] case, when the order was placed it placed a hold against the
funds and then when it shipped the charge actually posted. Unfortunately, she
then had to wait for it to be delivered before it could be returned and
refunded. We would also note that even if she could have cancelled the order,
she did not seem to realize that a refund credit would not have posted instantaneously
and can sometimes the credit card issuer can take up to 5 business days to post
a refund; so either way [redacted] would have most likely owed a bank fee
if she overdrew her account. In the end, once it was delivered a refund was
processed, so this issue should now be resolved for her; therefore, we have
closed our file.We apologize to [redacted] and appreciate the
opportunity to address this matter. 
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/09/24) */
Contact Name and Title: [redacted]
September 24, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms.[redacted]
We have completed our...

investigation Ms.[redacted] complaint regarding her dissatisfaction with Sears Home Services.
Ms. [redacted] also filed a complaint with the Consumer Affairs office of South Carolina, so we will provide your agency with the same information we provided that office.
First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently contacted Sears Home Services for repair. Due to the length of time Ms. [redacted] has been waiting for repair, our office authorized an in-warranty exchange. Ms. [redacted] was advised that she would have the original purchase price of $1,644.11 to use towards a new refrigerator from Sears. She reselected on September 23, 2015, and was given a $100.00 discount off of the new refrigerator, for customer satisfaction. The new refrigerator is scheduled for delivery on October 2, 2015. Lastly, our office will follow up with Ms. [redacted] after the delivery to ensure that she is satisfied with her new refrigerator. With that said, since we have documented Ms.[redacted] concerns with the repair process and provided her with an equitable resolution, we have closed our file.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

Complaint: [redacted]
I am rejecting this response because:
The information that Sears submitted is NOT correct as I informed the Revdex.com as well.... I was not even at home when the washer and dryer were delivered-my husband was-he was not instructed to call when we were ready and I certainly was not??? When I later inquired about them coming back-I was instructed "we do not normally do that".... there is apparently nothing that can or will be done about this -my main goal is for people to know how they get your money and then don't do what they said. Besides if my warranty was voided-why did they come and fix the door....?
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/04) */
Contact Name and Title: [redacted]
Contact Phone:[redacted]
August 4, 2015
[redacted]
[redacted]...


[redacted]
[redacted]
[redacted]
[redacted]

We have completed the investigation of[redacted] complaint regarding her online order.
It is unfortunate that we failed[redacted] expectations and can understand her frustration with the series of events detailed in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the online order we found that[redacted] had previously been in contact with Social Media, Sears' escalation complaint department. Social Media assisted in issuing a full refund in four increments of $250.00 and one of $221.48 for a total of $1221.48. This refund was credited back to[redacted] Pin Debit account ending in[redacted] on July 20, 2015. Additionally, we hope that in the future[redacted] will allow us another opportunity to provide her with a better example of customer service. 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]
[redacted]
[redacted]

April 22, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding her dissatisfaction with sears.com customer service and failure to provide a refund for her Sears Purchase Protect plan.   It is unfortunate that we failed [redacted] expectations when she recently purchased a tablet and Sears Purchase Protect plan from Sears. 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 [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  With that having been said, we have pasted the portion of the Sears Purchase Protect plan that may pertain to [redacted] situation below, in case she is not yet familiar with it.    CANCELLATION AND REFUNDS. You may cancel this Agreement at any time for any reason by bringing this Agreement together with your sales receipt to any Sears retail store in the United States. We may cancel this Agreement if you fail to pay, make a material misrepresentation, or substantially breach your duties under this Agreement. We may also cancel this Agreement if the Covered Product does not have a legible model or serial number or is in a disassembled state. If this Agreement is cancelled within the Sears Store Return policy or prior to the expiration of the manufacturer’s warranty for the Covered Product, excluding warranties covering component parts of the Covered Product, we will refund the total price you paid for this Agreement. If this Agreement is cancelled thereafter during the Term of coverage, we will refund the Total Price allocable to the remainder of the term prorated on a monthly basis for the Covered Product. Any refund will be made in the same form as the original payment of this Agreement. UNDER NO CIRCUMSTANCES WHATSOEVER SHALL THE MONETARY RECOVERY EXCEED THE VALUE OF THE TOTAL PRICE YOU PAID FOR THIS AGREEMENT.   As stated in the Purchase Protect Plan brochure, [redacted] may visit www.searspurchaseprotect.com to receive answers to her questions about the plan or visit her local Sears store to request a refund.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  Additionally, we hope that in the future [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 [redacted] comments and provided her with instruction for receiving her preferred 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]

Purchased Sears Kenmore Elite Refrigerator 3/2013. Subsequently, I have had to have a repair for a 1F error (which is a known manufacturing defect) 5/2014. Now, I am having to pay to repair for a FF error 11/2015.

December 4, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: #10939428 – Alexander [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s
complaint regarding his request...

for a check refund for gift cards he applied to
a sears.com order.It is unfortunate that we failed Mr. [redacted]’s
expectations when he recently placed an order with Sears. We value his
patronage and can understand his frustration with the events detailed in his
letter. Although we were unable to confirm that our associate did more than
state his request would be entered, we have forwarded his concerns to
management for review so that future problems of this nature can be
averted.  In addition, Regulatory
Complaint Specialist Nicki [redacted] spoke with Mr. [redacted] on December 4,
2015, and at that time he informed us that he had not yet received his refund
gift cards or the gift card concession offered by his Executive Member Services
Case Manager.  Therefore, we offered to
combine the gift card amounts into one and mail it to him via UPS.  Mr. [redacted] accepted this offer and
indicated that it met with his approval. 
As such, a gift card in the amount of $793.37 was sent via UPS on the
same date.  The tracking number for the
gift card/letter, 1Z5076E10345081403, has been emailed to the email address Mr.
[redacted] provided with his complaint.  Mr.
[redacted] is welcome to contact Ms. [redacted] at [redacted] or reply to her
email with any further questions or concerns he may have about this issue or
his refund.  At this time, we can only
reiterate that we truly regret any inconvenience he may have experienced.  We hope that in the future he will allow us
the opportunity to provide him 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 Mr. [redacted]’s 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,  Nicki [redacted] Regulatory Complaint Specialist[redacted]1-800-762-3049 Ext. 87741

October 23, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: #94571984 - Tina Marie [redacted]
Dear Ms. [redacted]:
We have been unable to complete the investigation of Mrs. [redacted]'s complaint...

regarding charges for a kit she had already purchased.
Kathy [redacted], Customer Service Representative for Sears installation Services, has provided the following response:
We attempted to contact Mrs. [redacted] by telephone on October 22, 2015, but were unable to speak with her. I left a message with my contact information, asking her to return my call so that we could discuss her issue further and provide the proper reimbursement; however, Mrs. [redacted] has not yet replied. Until we have an opportunity to discuss this matter with her, we are unable to work toward her preferred resolution. If Mrs. [redacted] still requires assistance, she is welcome to contact me directly at [redacted] We ask to have this matter closed in the interim, pending Mrs. [redacted]'s response.
We apologize to Mrs. [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,
Nicki [redacted]
Regulatory Complaint Specialist
1-800-762-3049 Ext. 87741

Initial Business Response /* (1000, 7, 2015/07/01) */
Contact Name and Title: Eligia [redacted]
Contact Phone: XXX XXX XXXX XXXXX
July 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted] - [redacted]
Dear Ms....

[redacted],

We have completed the investigation of Ms. [redacted]'s complaint regarding her online order.
It is unfortunate that we failed Ms. [redacted]'s expectations as we value her patronage. We can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. 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. After researching this matter, we found that Ms. [redacted] had previously been in contact with (ECR) Executive Customer Relations, Sears escalated complaint department. ECR reached out to the local store and found that a refund had been issued on June 15, 2015. For Ms. [redacted]'s records, the refund receipt number is XXXXXXXXXXXX and refund of $1300.50 in the form of a check will mailed within seven to ten business days from that date. 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, since we have noted Ms. [redacted]'s concerns, 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,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation

Complaint: [redacted]
I am rejecting this response because:
The contractor performed the inspection on Wednesday 5/17 and advised he would recommend the replacement of the unit.   It is now 5/23 (a month without AC!!) and I have not had any contact with Lionel Jones and have left 2 messages for him to determine the STATUS of my claim.
 
This is not fixed and Sears has not communicated with me.  I advised that I would not close the compliant until this is repaired.  I have the feeling that neither SEARS management and / or Sears as a whole either cares and/or has NO customer service or care.  Also, Sears has utilized a lot of my time and efforts to try and get my AC fixed!
 
 
 
 
Sincerely,
[redacted]

March 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his...

dissatisfaction with our refund process for a snow thrower that he returned. We thank Mr. [redacted] for sharing his feedback regarding our return/refund policy and we apologize that we failed his expectations. When we researched his order we found that the Mr. [redacted] purchased the snow thrower on January 23, 2016 and our 30 day return period expired on February 23, 2016. However, for customer satisfaction our store accepted Mr. [redacted] return on February 29, 2016 without a restocking fee. As clarification, Sears return policy states that a customer has 30 days from the date of their original purchase to make a return (for a refund). It further states that refunds will be issued in the same form as the original method of payment. In Mr. [redacted] case the original form of payment was a check; therefore, his refund will be processed in the form of a check. Mr. [redacted] should receive the bank check via regular mail within 10 business days. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

January 18, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator and his request for a replacement.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator.  After reviewing the notes in our service system, we found that Mr. [redacted] was approved for replacement.  However, our office determined that the authorized amount should be increased from $2,800.00 to $3,000.00. An email was sent to Mr. [redacted] on January 18, 2016, explaining the replacement process.  As stated in the email, Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him.   Mr. [redacted] will need to provide the telephone number on record, [redacted], to verify the replacement authorization.  The new refrigerator will be delivered at no charge and the old unit removed.  The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the MPA should expire on June 10, 2016, the manufacturer’s warranty will run for a full year from the date of delivery.   With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.    Sincerely, [redacted] Regulatory Complaints Specialist

January 29, 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 non-receipt of her sears.com order.   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.  We issued a full refund in 3 separate credits of $10.80, $89.19, and $8.00 to her MasterCard ending in 2623 on December 25, 2015, January 2, 2016, and January 3, 2016.  In addition, we placed a new order for Ms. [redacted] to purchase the tool chest at the same price with an extra 10% off.  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]

August 8, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Shearron [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her canceled sears.com order.   It is unfortunate that we failed Ms. [redacted]’s 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, we have sent an email directly to Ms. [redacted] to inform her that we issued refunds of $565.74 and $1885.58 to her on July 20, 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]’s 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,  Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]

On 10/15/2011, my husband and I signed a contract with Sears Home Improvements to remodel 2 bathrooms. The purpose of the remodel was to update 30 year old bathrooms. Both bathrooms were completely gutted. Master bath had shower/tub replacement, new toilet, new vanity with counter/sink, new mirror, and new flooring. Work for the master bath was acceptable. Second bath had shower/tub conversion to shower only, new toilet, vanity,counter with sink, mirror and flooring. (The project was paid in-full within one year.) The shower conversation installation was poorly installed that the shower walls began to detact from the frame within one week of use. Numerous attempts were made to contract Sears Home Improvements, regional office assigned to us. My calls were never returned. A complaint was files with contractors license board of Calif. Eventually the shower was gutted again and reinstalled by a second subcontractor and it was signed off on in June 2012. In April 2014, I contacted Sears Home Improvements regarding a warrenty issue for that shower. Shortly after, I was informed that building permits were never filed for the original remodels in Oct. 2011; Sears agreed to file for permits per Oct 2011 contract. A permit was filed for the second bath on a project already completed. County inspector failed the entire project as the rough plumbing could not be inspected. A second complaint was filed with the contractors license board for permit violation. On October 27, 2014, the second bath was gutted. County inspector signed off on the rough plumbing on October 29th. We are now ready to proceed with reinstallation of the bathroom. HOWEVER, Sears Home Improvements does not have a sub-contractor with the proper State credentials to do the work. I now have a gutted bathroom and Sears telling me they will get back to me at the end of the week.