Sears Holdings Corporation

October 2, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 94569455 - Deborah [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]' complaint regarding her...

dissatisfaction with the service appointment availability to repair her refrigerator in a timely basis.It is unfortunate that we failed Ms. [redacted]' expectations when she recently scheduled a refrigerator repair. We value Ms. [redacted]' patronage, but can understand her frustration since a refrigerator is a daily necessity. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. In an effort to retain her business, we made accommodations to provide her with a sooner available date. The initial service appointment was set for September 11, 2015 and our technician arrived on September 9, 2015 to diagnosis the problem and ordered the necessary parts. Our technician rescheduled to return on October 13, 2015 to install the part. We contacted Ms. [redacted] and arranged a sooner service date of October 6, 2015. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Ms. [redacted]' issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.Again, 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 SpecialistSears Holdings Corporation[redacted] direct[redacted]@searshc.com

Initial Business Response /* (1000, 7, 2015/07/16) */
July 16, 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 our customer service and failure to provide the correct part for his microwave oven.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently requested assistance from Sears. We value his patronage and can understand his frustration with the events detailed in his complaint. We regret that this incident occurred, and we can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that Mr. [redacted] was assisted by our Executive Member Services department and on July 10, 2015, he confirmed that he had received the correct part for his microwave oven. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. [redacted]'s 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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX

August 11, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Katherine [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her online order experience and request for a refund of the return.   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 Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by Kathlena Boutique, LLC. located at 4456 Durfee Ave. El Monte CA 91732, Email: [email protected] and telephone number (626) 986-8986. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’s 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.   After reviewing the notes in her order, we confirmed that the item was returned back to the seller on August 8, 2016 at approximately 1:56pm. Therefore, we submitted a refund request and Ms. [redacted]’s credit of $35.80 should post to her account within 3 to 5 business days. In closure, since a credit is currently in process, 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 Colburn Regulatory Complaint Specialist Sears Holdings Corporation

January 20, 2017     [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 recent online order experience and request to return the merchandise for a refund.   It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint and 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 the order, we show that Sears Online offered to send a label to return the merchandise on January 8, 2017, however a label was not sent to Ms. [redacted] Before proceeding we want to ensure that Ms. [redacted] still wishes to return the merchandise. Ms. [redacted] may contact me via email at [redacted] to confirm whether she would like to return the order. 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. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and would like to note for the record, that Sears was not contacted for service to my washer.  They were specifically contacted to clean my air ducts and dryer vent.  There are still screws missing from my HVAC and there is no sticker/label to note their attempt at service to the HVAC.  Although it is noted that I am to receive a refund, I have not received it yet.  I assume it will be noted on my next credit card statement.  I did complete the requested form and returned it to Sears.
I am dissatisfied with their attempt and understand that a refund of the actual costs incurred is the quickest way to be "made whole."
Upon receiving the actual refund, I will find that this resolution is satisfactory to me.
Sincerely,
[redacted]

June 24, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint...

regarding his dissatisfaction at being informed that the repair needed on his tractor would not be covered under his Repair Protection Agreement (RPA).
We would first like to clarify that just because an item is under a RPA, it does not mean that all repairs would be covered. The RPA states under LIMITATIONS OF COVERAGE THAT APPLIES TO ALL PLANS. THIS AGREEMENT DOES NOT COVER, “Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature such as hurricanes, tornadoes, floods, etc.”
In Mr. [redacted] case, on June 10, 2016 our technician assessed the tractor and found a hole in the engine block. Our technician noted that the engine did not have any oil and also found the air filter was very dirty. These findings indicate misuse and neglect of the tractor. Using the tractor under these conditions damaged the engine. Therefore, as listed in the protection agreement, the repair or a replacement of the tractor will not be covered under the RPA. However, the RPA does provide Mr. [redacted] a 25% discount on parts and labor if he chooses to continue with the repair. Mr. [redacted] can contact [redacted] if he would like to scheduled service and pay for the service. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

November 18, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]We have completed the investigation of [redacted] complaint...

regarding his dissatisfaction with the performance of his water softener due to a leak issue and his request for a replacement.Upon receipt of [redacted] complaint we reached out to Tech Manager [redacted] and District Manager [redacted] to assist with [redacted] concern.  They reviewed the service order notes and discussed the repairs with the technicians regarding the water softener.  It was determined that the technicians have repaired the leak to the best of their ability.  However, the technicians had informed [redacted] that the plumbing is not secured to the wall, and the constant movement of the line is causing the leaks in the bypass valve.  [redacted] contacted [redacted] and offered to send a senior technician to re-inspect and provide another opinion on the issue.  [redacted] agreed and service was set for November 18, 2015.  Our technician reported that he inspected the water softener and found no leaks.  He also confirmed that there have been no leaks since the last repair that was completed on October 21, 2015.  Our technician noted that the plumbing was still not secured and explained to [redacted] that if the lines were not secured, it will leak again, and any additional leak related issues would not be covered under warranty.  [redacted] confirmed that he was going to have plumbing lines secured.  Since we have addressed the issues brought forth in [redacted] complaint, we have closed our file.Again, we apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]

Complaint: [redacted]
I am rejecting this response because:  I have talked to [redacted] and [redacted] both in Florida.  No one I have talked to has provided complete information in order for me to be able to use the $ 1K credit.  I followed Angela's instructions to the letter and made a 100 mile
round trip to purchase a frij , receive the intent to purchase document and fax that info to Claims Division, (336) 883 9601 with my claim number [redacted] and my info.  This was at a Sears Store 5900 Sugarloaf Pkwy, Lawrenceville GA 30043 phone (678) 847 6464.  The Manager would not honor my request re the intent to purchase and told me I had to pay for the frij.  I called Sears Warranty and talked to [redacted] in Florida.  The Sears Manager listened to our conversation on speaker and still would not honor my request.
I asked [redacted] if I could speak to a Supervisor.  I was told none was available and someone would call me back.  No one has called.  I called and talked to [redacted] in Florida.  He told me he would research to see which stores I could actually use the intent to purchase.
I tried to call Ms [redacted].  I have no messages from her.  I left her a message.  We still do not have a refrigerator
Sincerely,
[redacted]

March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his...

dissatisfaction with the charges he assessed for the repair of his dishwasher. Upon receipt of Mr. [redacted] complaint, we reviewed the service order regarding the dishwasher and the notes indicated that the labor charge was to be waived. Regrettably, our technician processed the order charging for both labor and parts; however, he noted that Mr. [redacted] paid $181.17 for the parts only. We apologize that the labor fee was not waived as promised. We have confirmed that his record has been updated to reflect that no payment is due and if he receives any further correspondence in reference to this debt dated after today then he can contact his case manager [redacted]. In the interim, since we have cleared his record and he should not receive any further bills from us, 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]

I purchased a Refridgerator from local sears store in August. The ice maker quit dispensing ice in September so called for service in October. The part was ordered and was supposed to ship in a few days but, we never received it. Called back and was told it was on back order and would be sent in a couple of weeks but never received it. Called again and was told that it wouldn't be shipped for another month. Never received it so called again. They called and said the were sending repairman to replace it but when I talked to the repairman on the day of the service call. He said he didn't have the part but that it would be in in February. Received a call a week later saying the order was cancelled! They asked if I still need d the part! I said yes! They confirmed it should be available February 5th. Received a call on February 5th saying part was not available the would call me when it was available!!!!! I don't think I am ever getting the part and they say they won't replace fridge!!!!!!

I just had a repairman to the house to work on my washing machine that went down, found out that 10yr factory warranty had just expired that would cover the repair, so he suggested to call customer service to see if they will extend/cover cost of $1700.00 (about what I paid for it) and if they would cover it, it will only be @$300 for labor. After being transferred back and forth 4 or 5 times and being told "we won't extend warranty" I asked for a manager who did speak a little better English and told her that I was a loyal customer and has spent a lot of money (thousands) with owning a Kenmore Elite dishwasher, Kenmore Elite stove, Kenmore Elite refrigerator & the Kenmore Elite washer/dryer set and even had bought extended warranties for a period of time until they got to expensive eventuality, I was told that she "appreciate that I was a loyal customer" but "they still would not cover the repair" but I could spend money to buy a whole house warranty for, I don't know for how much because at this time I was fed up with them and the run around and I was also told that since a ticket was already made for the washing machine this repair would not be covered on any new warranty purchased. So now I'm in the market for a new washer but it won't be from Sears or a Kenmore as this is how they treat their loyal customers, the next company might be better or not? but I know how I will be treated by Sears. The company makes millions and they are losing a loyal customer over a $1700 repair, sad.

Initial Business Response /* (1000, 8, 2015/06/04) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
June 4, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]

Dear Ms....

[redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding the charges we assessed to repair his washer.
We would first like to clarify that we have never deducted the cost of our trip/diagnostic fee from the costs for labor, and the information we provide to customers that call to schedule service does not state this either. What we do tell our customers is that if they accept our estimate there is no additional charge for this as the estimate will include all the pertinent costs for parts and labor. So that means when our technician was there on the first visit, he or she would have presented Mr. [redacted] with the full estimate to repair the washer, which was $36.58 for the parts and $155.00 for the labor. As far as charges go though, whenever we have to return to install a part because we did not have it on our truck, our technician only collects the price of the part we ordered and our minimum diagnostic/trip fee of $79.00. The latter is the fee that is non-refundable and that is owed if our estimate is declined. This meant on the first visit our technician would have collected $115.58 and this is what we show Mr. [redacted] paid. When the technician returned, he or she would have then collected the balance owed, which was the difference between our minimum fee already collected for $79.00 and the full labor amount of $155.00, which incorporates that amount. Since this was $76.00, that is the amount the technician charged upon installation of the part.
Somehow Mr. [redacted] has become confused as to the minimum fee, since he references $76.00 and not the $79.00 we would have told him, and we feel it is because the amounts are similar that he somehow felt that this would be deducted even though we do not inform our customers this will happen and again, we have never deducted this fee from the total. While this means the charges are correct as to what we collected in total from Mr. [redacted], as a courtesy our customer support group emailed him to offer a 20% discount. They were just waiting to hear back from Mr. [redacted] with his credit card number so that they could process the offered refund of $38.32. From what we see, there was never a response and we are not sure if he even received this email. We are willing though to still honor this offer. If Mr. [redacted] provides his credit card number we can still credit his account, or if he can confirm his mailing address, we could also send him a check. To receive the refund he would just need to contact me at [redacted]@searshc.com or he could call me at XXX-XXX-XXXX. In the interim, since we have explained that Mr. [redacted] was not overcharged, and yet we are willing as a courtesy to meet him halfway to return $38.32 of his charges, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: [redacted]@searshc.com

Initial Business Response /* (1000, 5, 2015/06/15) */
Contact Name and Title: Dana [redacted]
Contact Phone: [redacted]
June 15, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - Bryan [redacted]

Dear Ms. [redacted]:
We...

have completed the investigation of Mr. [redacted]'s complaint regarding the failure of his tractor and his request to receive a refund.
As clarification, Mr. [redacted] purchased his tractor on October 8, 2014, and he had a 30 day time period in which to request a refund or exchange. That time has long since expired, so a refund, or even an exchange, would not be options currently available to him. At this time the only option available under the manufacturer warranty would be a repair and this was completed on June 5, 2015. Since we understand that Mr. [redacted]'s faith in the tractor may have been affected by the need for a repair so soon after purchase, as a courtesy we have extended his warranty so that it now does not expire until April 8, 2017, instead of October 17, 2016, the original date the warranty would have expired. With that said, since the tractor has been repair and it is our understanding it is now working properly, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]

February 16, 2016
Roman"> 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  [redacted] – Luis [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted]’s complaint regarding his allegation that damage was done to his vehicle during his recent visit to one of our auto centers.
Due to the nature of Mr. [redacted]’s concerns, we opened a claim with Sedgwick, our third-party claims adjuster. If Mr. [redacted] has any questions regarding his claim, he can contact his claims examiner, at [redacted].  As clarification, once the claimant has been assigned a claim number through Sedgwick, they provide an official response representing Sears.  Sedgwick has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim.  The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Sedgwick’s actions; their decision on any claim is final.  In the interim, since Mr. [redacted]’s issue is being handled through a standardized claim process with Sedgwick and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
 
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com

November 10, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611
[redacted]We have completed the investigation of [redacted]
complaint regarding her dissatisfaction...

with the preventative maintenance check
she received on her refrigerator.It appears that [redacted] may have scheduled her
maintenance check online. Regardless though of whether she did or whether Sears
set the order up, it was not set up correctly so this meant it was not flagged
through our internal process ID so that our routing department was aware in
advance that it was a maintenance check. This meant that a standard repair
technician was sent rather than one of our preventative maintenance
technicians. We are unsure though as to why a receipt could not be provided,
unless the technician’s handheld computer was down or out of paper. While the
receipt would have only noted the charge for a maintenance check, and would not
have included any breakdown as to what that entailed, it would have at least
been a receipt showing the charge to [redacted] account and we apologize
this was not provided. With that said, our records show that our customer
support team offered [redacted] a $65.00 discount as a courtesy and yet we
cannot find documentation to confirm this was ever issued. If [redacted] could
contact me directly with all 16 digits of the [redacted] card ending in [redacted], I could
verify if the refund was processed, and if not, just refund her in full for the
call. She can reach me via email at [redacted] or via phone at [redacted]. In the interim, since we are willing to refund
[redacted] in full as long as we can verify what has or has not been charged or
refunded to her card since she filed, we have closed our file pending her
response.Again, 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]Team Manager, Regulatory Complaints[redacted]

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] E [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding Sears Home Services and...

repairs to her washer.
[redacted], Sears Home Services Support Specialist provided the following response:
It is unfortunate that we failed Ms. [redacted]'s expectations when she called Sears for service on her washer. We value Ms. [redacted]'s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs to Ms. [redacted]'s washer were completed on October 16, 2015. Moving forward, if I can be of any additional assistance to Ms. [redacted], she can contact me at [redacted] ext. [redacted]. Since we have noted the completion of the repairs to Ms. [redacted]'s washer, we respectfully request that this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted].[redacted]@searshc.com

January 19, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her online order and request for a full refund.   It is unfortunate that we failed Ms. [redacted] expectations when she contacted Sears Online to place an order for her. We value Ms. [redacted] patronage and can understand her frustration with the series of events detailed in her complaint. We regret that this incident occurred, and 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 this matter, we processed a full refund accordingly. Ms. [redacted] should receive a credit of $30.74 to her [redacted] ending in [redacted] in 3 to 5 business days. Additionally, the shop your way rewards points will be refunded back to her account. 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. Should Ms. [redacted] have any questions, she may contact me via email at [redacted]. In the interim, we have noted her 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

December 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re:  [redacted] Dear [redacted]We have completed the investigation of [redacted] complaint
regarding the pricing...

of an item he wished to order. As clarification, the only 15 amp [redacted] branded chain saw
listed on our site now is sold by a third party seller, CPO Outlets and the
price is $124.99. It is possible that the item may have been listed for the
price [redacted] mentions, but it has since been removed if so. While we strive
to provide our Sears.com customers with accurate information, including pricing,
availability, and product description on all products available on Sears.com,
whether directly through our listings or those of our third-party Marketplace
vendors, with any online site there might be times that an error could occur.
Should we uncover a pricing error, and an order was actually placed for the
incorrect amount, we attempt to email the customer as soon as possible, and then
we cancel and refund the order.  For
store pick-up items, we notify the store of pick up that these prices were
errors and will not be honored, so they can cancel the sale at their store.  If the item was never ordered, then all
requests to honor the incorrect price would not be granted. We also make every effort to fix the error as soon as
possible since it does us no favors to have customers placing orders that will
just have to be canceled; it only disappoints them and causes extra work with
no sale at the end for us. There is absolutely no benefit to us to have these
errors occur, which is why we try to minimize the chance as much as possible
and why we have software that helps us identify when one occurs. In some
instances where it appears the error has not been corrected in a timely manner,
it is because the consumer may be viewing an older, “cached” version saved in
the computer’s database. This is designated by the settings in the internet
browser being used. If the price has since been corrected though, it will show
in the cart once added as this is a new page that would not have previously
been cached. Per our terms and conditions, we are not required to honor
an incorrect price even if it was an item sold by Sears. If [redacted] would
like to view the most up-to-date full version of our terms and conditions, he
can access the page with this link: http://[redacted]
We have also included below a small excerpt specifically regarding pricing
errors:“Pricing errors may occur on the Sears Site from time to
time, on items sold by Sears, or items sold by third party sellers on Sears
Marketplace. Sears attempts to correct all pricing errors as soon as they are
discovered, or as soon as Sears receives notice of an error. Sears reserves the
right to cancel any orders containing pricing errors, with no further
obligations to you, even after your receipt of an order confirmation or
shipping notice from Sears. Any payments you make to Sears for orders that are
cancelled due to pricing errors will be refunded.”With that said, since our response is in accordance with the
posted terms and conditions that govern our website, we are unable to honor his
request to provide the merchandise for the incorrect price; 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]

October 24, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to his dryer repair. Additionally, we forwarded Mr. [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly.    Upon reviewing Mr. [redacted] service order, we found a notation that he had paid $283.09.  Since he installed the part himself, we feel that he would not owe any additional monies above what he has paid already.   Additionally, it appears on the day of service, there was a system error which caused his payment not to post in our system, which subsequently generated a bill for the original estimate cost of repair.  Accordingly, we contacted the National Claims Center to clear the outstanding invoice.  On October 24, 2016, National Accounts Manager [redacted] confirmed that the $347.09 invoice has been removed from the system; Mr. [redacted] should not receive any further bills dated after October 24th.   While we are unable to compensate Mr. [redacted] for his time, as a courtesy, we are mailing him a $50.00 gift card.  With that said, since we have corrected the billing error, 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

Initial Business Response /* (1000, 6, 2015/07/27) */
July 27, 2015
Revdex.com
Attn:[redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL XXXXX
Our File No: XXXXXXXX
Revdex.com File No: XXXXXXXX / [redacted]
Via: Revdex.com Website
Dear Ms.[redacted]
I have been...

in correspondence with Ms. [redacted] in regards to her HVAC concerns. Ms. [redacted]' inspection appointment was completed on 7/23/2015 by one of our [redacted] technicians. As soon as I receive the inspection report and findings I will be able to determine what the next steps would be to properly address what is going on with Ms. [redacted]' unit. Ms. [redacted] is also responsible to set up her final inspection with the Department of Consumer and Regulatory Affairs of Washington DC at XXX-XXX-XXXX, in regards to her HVAC installation. A final inspection will need to be completed for her Plumbing permit #PXXXXXXX and the Mechanical permit #MXXXXXXX. Inspections can be completed any day during the week. I will be sure to update you as necessary.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension[redacted] or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc:[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/09/09) */
I am not satisfied with the resolution and am requesting a refund. I would like to forward you the e-mail that made me decide to end negotiations. What is my next step?
Final Business Response /* (4000, 16, 2015/09/24) */
September 21, 2015
[redacted]
XXX XXth Pl. NE
Washington, DC. XXXXX
Our File No: XXXXXXXX
Revdex.com File No: XXXXXXXX /[redacted]
Via: 1st Class US Postage
Via: Revdex.com website
Dear Ms.[redacted]
As stated in my previous letter dated 9/08/2015, Ms. [redacted] declined the offer to make duct repairs per her email response to me on 9/08/2015. She stated she wanted a full refund of her deposit and payments. Due to the fact the allotted time for acceptance expired on 9/03/2015, the offer to repair Ms. [redacted] ductwork is now null and void. The duct repairs were not part of Ms. [redacted] contract and we will not refund her the deposit or payments. I provided Ms. [redacted] with the costs for the duct repairs. Ms. [redacted] has been aware that these repairs needed to be completed since 2007. Ms. [redacted] was advised she is free to have these repairs completed by another company but Sears will not warranty the alternate company's work.
My file will remain closed. We will not address this again as it is clear that ductwork is not now nor was it in 2007, a part of our contractual obligation. If you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension[redacted], or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com Website