Sears Holdings Corporation

October 10, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Mary J. [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with our customer service and failure to deliver a washer she purchased from Sears.   It is unfortunate that we failed Ms. [redacted]’s expectations when she recently purchased a washer from Sears using Sears layaway.  We value her patronage and can understand her frustration with the events detailed in her complaint. 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, we revealed that our Sears Store spoke with Ms. [redacted] on September 17, 2016, and arranged for her to receive delivery of her washer on September 23rd.  However, our delivery team was unable to complete the delivery as scheduled because Ms. [redacted] was not home.  Our store and delivery department have made several phone calls in attempt to reach Ms. [redacted] since, but she does not answer and has not replied to our messages.  Delivery of the washer has been rescheduled for Saturday, October 15, 2016.  If Ms. [redacted] would like to discuss her complaint further or reschedule the delivery date, she may contact [redacted], Manager for Sears Store number 1012, at ([redacted] at her earliest convenience, and preferably within 10 business days.  Until we have had the opportunity to speak with Ms. [redacted], we can only reiterate that we regret any inconvenience she may have experienced.  We respectfully ask to have this matter closed, pending Ms. [redacted]’s response or the successful delivery of her washer.   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] ###-###-#### Ext. [redacted]

August 3, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]Phillip B. [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted] complaint regarding his tool box.   Store Manager Chris [redacted] provided the following response:   I have spoken with Mr. [redacted] regarding this issue. Upon viewing the unit, I determined what the needed parts were and they have been ordered for delivery to Mr. [redacted] home free of charge. Should Mr. [redacted] have any further questions or concerns, he may contact me (Chris) during normal business hours at ([redacted]) [redacted]. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

February 18, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Dave [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’s complaint regarding his online order that was out of stock and his request for a refund.   We would first like to apologize for any inconvenience Mr. [redacted] may have experienced with this matter. After researching the notes in his order we found that Sears Online had processed a refund on January 5, 2016. However, when Mr. [redacted] notified Sears saying he never received the check a new refund was re-processed on January 26, 2016. For Mr. [redacted]’s records the return receipt number is [redacted]. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Fortunately, the check will arrive in the mail shortly therefore 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

May 23, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] [redacted]   Dear [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her online order experience and request for a replacement or refund. 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] case, the order was fulfilled by [redacted] located at [redacted] telephone [redacted] and email address: [redacted] alternate address is: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [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. After reviewing the notes in the order, we found that the seller’s return policy is 60 days and the company was not notified about this matter within their return policy timeframe. In closure, since Ms. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor her request. 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

Initial Business Response /* (1000, 7, 2015/07/16) */
16 July 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear[redacted]
We have completed the investigation of Mr. [redacted] complaint regarding...

the delay in receiving his purchased appliance.
After reviewing Mr. [redacted] complaint and our records, we were able to determine that Mr. [redacted] purchased a 25.4 cuft Ge refrigerator on 26 [redacted] 2015. The delivery was scheduled for 01 June 2015. Unfortunately we were not able to complete the delivery due to the manufacture not being able to fill Mr. [redacted] order and we apologize for this. Our records also show that the delivery was completed on 22 June 2015. As an apology, we provided Mr. [redacted] with gift cards totaling $230.00. We hope that Mr. [redacted] purchased appliance will provide him with long term satisfaction. At this time, since the delivery of Mr. [redacted] purchased appliance has been completed and courtesy compensation was provided, we have closed our files.
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/SHC
Direct [redacted]@searsch.com

Initial Consumer Rebuttal /* (3000, 9, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After two delays, one of which was confirmed for delivery the night prior, the delivery never occurred. Not only did my wife take off from work to receive the delivery which never occurred, no one from sears delivery called to say that it was delayed a second time. My wife called an hour after the delivery window to find out that it was not being delivered as confirmed the night prior. My wife was advised that due to the several delays and inconvenience, sears would be sending a 230$ gift card in addition to the 150$ I was told I would be receiving. After almost three months of waiting, 8 receive a gift card for 150$ followed a few days later by a gift card for 230$ dollars. When I tried to use the gift card for 150$ it read insufficient funds. After several calls and being hung up on several times by service representatives, I was told that the 150$ gift card had been invalidated. I am told that they were not authorized to send me the additional 150 that I was promised even though my wife was clearly told that the 230 would be in addition to the 150 already issued. I do not accept the response from Sears, because they have once again failed to provide compensation which was promised and the service representatives are not helpful. They have lied several times and continue to hang up on my wife and I anytime we call. How is it possible to have call after call dropped on a land line? It's not.. Also, as stated in the previous complaint. I was required to pay interest on an item which was not delivered for a month through no fault of my own.
Final Business Response /* (4000, 11, 2015/07/17) */
17 July 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted]
Dear[redacted]
We have completed the investigation of Mr. [redacted] rebuttal to the response we previously sent.
After reviewing Mr. [redacted] response, we were able to confirm that Mr. [redacted] was offered a total of $230.00 in gift cards, which were sent on three gift cards. Our records show that the gift cards were all returned, so customer service canceled the gift cards and sent one gift card totaling the original amount of $230.00. At this time, no additional compensation will be provided.
As far as the interest incurred on Mr. [redacted] credit card, since he agreed to the terms of the credit card, he is solely responsible for any interest that were accrued. At this time, we respectfully request this case remain 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/SHC
Direct [redacted]@searsch.com

Complaint: [redacted]
I am rejecting this response because:
Due to the fact I contacted Sears on numerous occasions. Please don't play with my intelligence, check the number that is on file [redacted] and the amount of time I called before the 30 days return policy...... I was not even aware there was a 30 days return policy. Sears did a great job of not disclosing that information. Yes, I did call back again but not within a week time frame. Every time I called a customer representative tried to trouble shoot the problem, that is when I got frustrated and said enough is enough. I wanted someone to come to my home and fix the problem, please check your records. Matter of fact I was not able to get an early appointed that is why it took so longer to get a repair person to my home. When the repair man came over for the second time I was told the ice maker was defective and one had to be ordered. That took another two to three weeks before the part was shipped to my house. Which meant I had to take another day off of work, this is ridiculous and absurd. All I want is a new refrigerator without paying a restock fee of $200.00, is that too much to ask for? This is not my fault and I should not have to go through this. 
I will definitely make this complaint public information because Sears has celebrity branding; I will get on [redacted] and [redacted]o let [redacted] know what Sears is doing to their customers. I think society and celebrities would like to know the experience I am dealing with. Sears is using [redacted] to lure in customers, which is putting their names out there. If I was a celebrity I would not want my name branded with bad customer serivice and poor relations.
Sincerely,
[redacted]

July 7, 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 Ms. [redacted] complaint regarding her refrigerator repair.   First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator.  We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]   Upon researching Ms. [redacted] concerns, we found that [redacted] Country, the administrator of her service contract, offered her a replacement or a claims credit.  Ms. [redacted] accepted the claims credit and is being sent a check for $1,767.00.  [redacted] with [redacted] Country confirmed that a check should be mailed to Ms. [redacted] within the next two days and received within the next week.  With that said, since Ms. [redacted] is being provided with an equitable resolution commensurate to the terms of her service contract, we ask that this matter be closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   [redacted] Regulatory Complaints Specialist

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

align="left">  Re: [redacted] Dear Ms. [redacted] We have almost completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her air conditioners. We have repaired some of air conditioners and there is one remaining service call set for July 26, 2016 to complete. We will provide a formal closure letter once the last service call has been completed. 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]

June 7, 2016
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  [redacted]    
 
Dear [redacted]
 
We have completed the investigation of [redacted] complaint regarding a recent order.
 
We would first note that [redacted] order was placed through one of our Marketplace vendors, [redacted] Sales. As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination.  Much like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. 
 
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders and the return policy for each seller is listed. In this case, [redacted] return policy notes: “returns accepted with 14 days. Item must be in original packaging and in 'new' condition. Buyer pays return shipping and original shipping charges are not refunded.” It is clear that should a refund be issued none of the shipping fees would be included. We want to make it clear that according to our notes none of the merchandise was damaged; it seems some of the pieces were simply missing and [redacted] tried to send more pieces to [redacted], but she refused to continue. She made the choice to initiate a return. Furthermore, we have no record son file to support the fact that [redacted] was told her shipping fees would be refunded. As such, we will not be able to provide [redacted] with a refund for the shipping fee she mentions. Any disputes she would have with her sale should be directed to [redacted] sales as her purchase is subject to their return policy, which is noted above. As this decision is in accordance to our posted terms and conditions, 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]
Specialist, Regulatory Complaints
[redacted]
[redacted]
 
 
Tell us why here...

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

align="left">  Re: Francis [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Barbara Phillips, Sears Home Services Support Specialist provided the following response: Sears Home Services records indicate that we dispatched a technician to Ms. [redacted]’s home to diagnose her complaint that her refrigerator/freezer was not cooling. The technician arrived at the home on September 20, 2016 and found the interior temperatures proper. The unit was operating as designed. There were no parts used and the call was closed. Ms. [redacted] feels her refrigerator will fail and she would like it to be replaced. We feel it is important to remind Ms. [redacted] that per the terms and conditions of the Repair Protection Agreement covering her refrigerator, a covered item is eligible to be replaced once it has been deemed unable to be repaired. Since we have not found any problems with the refrigerator, we ask that this complaint be closed.    We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

January 6, 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 the delay in receiving his refund for the cancelled online order. Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We reviewed Mr. [redacted] order and our records indicate that the online order was set for a store pick-up. Since the store is the point of sale, it will handle any shipment, cancellation or refund of the order. On December 19, 2015 Mr. [redacted] contacted our online customer service regarding the refund and we submitted a research with the store. Since we did not receive a response from the store, our online research team processed a manual refund on December 29, 2015. Mr. [redacted] was issued a credit of $175.72 to his credit card ending in [redacted] Additionally, we hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon. We respectfully ask that this matter be closed, since the requested resolution has been provided. 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]

There needs to be zero stars! As a customer I shouldn't leave a store feeling frustrated and taken advantage of, this is the last time my car will ever be in a Sears again. 7 months ago I get new tires and an alignment, month later I go back for an oil change and rotation, they tell me my car is out of alignment and it will be $90, they just did my alignment! After some negotiating they agree to align for free. Next oil change same thing happens, car is out of alignment again after they aligned it, once again, some negotiating and it's covered. Now...the final straw...last week took car in for oil change and of course it's out of alignment once again, set up appointment week later for power steering service and to discuss this alignment. Magically, my vehicle doesn't need an alignment now? My vehicle fixed itself one week later? How did I need an alignment last week and this week it doesn't, is it possible that I complained about it and they didn't have time and didn't want to do another for free??? They destroyed the trust now. What am I suppose to believe? Does my car need an alignmentor not? If everything in the suspension checks out ok, why does my car need an alignment every single oil change? This location was very convenient for me, really [redacted] I can't them.

December 2, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  # [redacted] – Richard [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding the...

problems he encountered with the haul away of his used range.It is unfortunate that we failed Mr. [redacted]’s expectations when he recently scheduled the haul away of his used range. We value Mr. [redacted]’s patronage, but we can understand his frustration due to the series of events noted in his complaint.  We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.  According to our records, the delivery was unable to haul away the Mr. [redacted]’s use range when they delivered the new range.  The delivery team discovered that the range was hard-wired and required an electrician to disconnect the range.  For safety purposes, our delivery team is not authorized to perform any electrical work.  Mr. [redacted] was informed that he could reschedule the haul away once the range was disconnected.  Mr. [redacted] called on November 3, 2015 and requested to cancel the scheduled haul away because he would not be available.  On November 10, 2015 Mr. [redacted] called again and requested to reschedule the appointment.  The notes indicate that the manual work order for the haul away was submitted and with the requested date of November 13, 2015.  Mr. [redacted] called on November 12, 2015 to check the status of the order for that day.  He was informed that there was no appointment for November 12, 2015.  Mr. [redacted] was issued a $50 gift card for the inconvenience and the appointment was requested for November 14, 2015.  Regrettably, the date was not available and the haul away was set by the carrier for the first available date, November 15, 2015.  Our records confirm that the haul away of the range was completed on November 15, 2015.  With that being said, since we have addressed the issue brought forth in Mr. [redacted]’s 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,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com

March 23, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   [redacted]   [redacted]   We have completed our investigation of [redacted] complaint regarding his service experience.   Upon receipt of [redacted] complaint, we found that he had previously been in contact with [redacted] in our Executive Complaint department. [redacted] was able to provide a replacement under the MPA. The replacement was processed and currently installation is scheduled for March 29, 2016. If [redacted] is still in need of assistance he can contact [redacted] directly at [redacted] As it was our understanding that the resolution proposed met with his approval, we have closed our file.   We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

December 28, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr[redacted] complaint regarding his recent online order experience and request to return the product for a full refund.   It is unfortunate that we failed Mr[redacted] expectations as we value his patronage and can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we show that Sears Online submitted a [redacted] Damage claim to research this matter. Mr. [redacted] should receive a follow up within 72 business hours. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr[redacted] concerns and respectfully ask to have this matter closed pending [redacted] damage claim and return process.   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

Complaint: [redacted]
I am rejecting this response because:
The response from Sears is not logical.  Sears is attempting to confuse the issue by stating what work was performed at no cost with the issue at hand: which is that Sears mis-diagnosed the problem and replaced a very expensive component when it did not need to be replaced.
The technician notes (which I have a copy of and can provide this "proof" if necessary) states that that the ice maker cycles but does not fill.  From this statement two things are evident: 1) the ice maker functionality shows no signs of irregularity (i.e. it cycles as designed) and 2) water is not making its way to the ice maker.
For a scenario where the ice maker was shown to be cycling, yet no water was observed to be flowing to the ice maker, the very first item that should have been checked was to ensure water was getting to the ice maker.  The water line to the refrigerator should have been checked, the filter should have been checked, and the valve releasing water to the ice maker should have been checked.  None of this was performed.  Instead the technician took no time to perform any basic troubleshooting, and went straight to a diagnosis of the ice maker being faulty.
I would ask Sears to explain the deduction that the ice maker was the cause without checking any of the more likely causes first.  Or to explain this deduction without any sort of interrogation of the motherboard while the ice maker was connected.  Was it because the ice maker was a much more expensive component?  
Sears' actions in this matter are of questionable integrity
Sincerely,
[redacted]

September 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9456[redacted] - Geri [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding...

her dissatisfaction that her refrigerator failed sooner than she expected.
We apologize that Ms. [redacted] refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer's choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits 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.
In Ms. [redacted] case, she purchased her refrigerator in October of 2013, and the full manufacturer's warranty expired a year later on November 5, 2014. She does still have an exceptional parts warranty in effect on the sealed system for 5 years and on the compressor only for an additional 5 years (total 10 years). We do not show that any repairs were ever completed by Sears while the refrigerator was under the full warranty. Ms. [redacted] mentions that there is a known issue the same as hers, and this is not accurate. To be specific, there is a known issue with a fan in the freezer compartment for models with a lower serial number than Ms. [redacted] (meaning those refrigerators were manufactured much earlier than the one she had before the issue was identified and fixed in the later models). In most cases, issues with the part surfaced very quickly while the refrigerator was still covered under warranty, and the manufacturer (LG) did provide one more year of coverage for repairs related to that issue. In Ms. [redacted] case, the fan assembly that needed replacing is located in a completely different area, and as we noted, her refrigerator is not even close to the serial number range of the models that had the affected part.
With that said, since there is not a large scale issue with the part that failed in Ms. [redacted] refrigerator, and also because the manufacturer has not indicated that it has provided any coverage for the repair we performed, we are unable to honor her request to receive a refund in full along with a 5 year warranty at no charge. If she is willing to scale back her expectations, we would be willing as an alternative to refund her for the labor fee of $212.00, leaving her only responsible for the part; a part we should mention that we also had to buy from the manufacturer. If Ms. [redacted] would like to accept this offer that we have made strictly as a courtesy simply because we understand how frustrating she must find the situation, particularly since the refrigerator was not that far outside the full warranty, she is welcome to contact me via email at Dana.[redacted]@searshc.com or via phone at 512-[redacted]. I will need her full 16 digit Visa account number ending in 5537, though I do not need the security code or the expiration date, and once I have this I can process the promised compensation. In the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file.
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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com

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

align="left">  Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a refrigerator purchased at Sears. We apologize that Mr. [redacted] refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product.  We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option.  It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage.  In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers.  Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions.  It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property.  The benefits 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.  Mr. [redacted] did purchase additional coverage which expired on December 28, 2013. We are always willing to weigh a customer’s satisfaction versus our policies, to ensure we are being fair and equitable. In Mr. [redacted]  there is no justification for any accommodation and we will not be able to honor his request for a refund. We are regretful that we could not reach an equitable resolution with Mr. [redacted] since we do value him as customer, but we respectfully ask that this complaint be closed since we have reached a final decision which is immutable. 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 Claims Specialist Sears Holdings Corporation [redacted]

Initial Business Response /* (1000, 5, 2015/06/09) */
Contact Name and Title: MELISSA [redacted]
June 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Mark S.[redacted]

Dear Ms. [redacted]
We have completed the...

investigation of Mr. [redacted] complaint regarding Sears Auto Center.
Upon receiving Mr. [redacted] complaint, we contacted Auto Center Manager, Jay [redacted], for assistance. Mr. [redacted] responded that he has spoken with Mr. [redacted] on numerous occasions and has explained that reimbursement of the rental car will not be provided. It was Mr. [redacted] choice to rent a vehicle; he could have driven his car until the parts had arrived, since he had been driving it with bad ball joints for some time. Furthermore, Mr. [redacted] explained that Mr. [redacted] was kept informed of the situation from the beginning and accepted the longer than expected repair time. Unfortunately, the repair took longer because the wrong parts were initially sent. With that said, since Mr. [redacted] rented a vehicle of his own volition, no reimbursement is warranted. As this decision is final and commensurate to the circumstances, we ask that this matter be closed.
We appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because I was not able to drive my car. I had just brought the car that day and it had a temp tag. The tech will call me at the end of business to tell my car will not be ready and there was no time. Yes I had to rent a car because they sears kept pushing it back. When they call me they will tell it's not enough time to put my car back together. So when I wait on sunday for my car to be done they called at 4:30 to say my car will not be done. So I had no choice to a rent car because I was not able to drive my car. I do not live in harrisburg pa I live in frederica de 150 miles away. It was not my fault that part was order wrong. I only rented the from Sunday to Monday. The only reason I left the car there was because they called me at the end of business and said there was no time to put it back together. There tech order the wrong parts for the car, so the shop should be responsible for any additional cost.
Final Business Response /* (4000, 9, 2015/06/22) */
Contact Name and Title: MELISSA [redacted]
June 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Mark S. [redacted] - [redacted]

Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] rebuttal to our previous response.
First, the auto center did not order the wrong parts; the wrong parts were sent by the vendor. Mr. [redacted] was apprised of the situation and agreed to continue with the repair, knowing that it would take longer. Furthermore, while the repair was needed, the car was not un-drivable; otherwise, Mr. [redacted] would have had the car towed to the auto center for the repair rather than drive the vehicle there himself. Again, it is unfortunate that the repair was not completed that same day, but it was Mr. [redacted] choice to rent a vehicle. He was never told to rent a vehicle by the auto center and has been told repeatedly that he would not be reimbursed for this cost. With that said, Mr. [redacted] has not provided any new information; therefore, our original decision remains unchanged and 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

THIS IS THE WORST COMPANY TO DO BUSINESS WITH. THEY HAVE RUINED MY CHRISTMAS. I ORDERED A SCAN TOOL FOR MY FIANCE FOR CHRISTMAS. I RECEIVED A PACK OF NAILS. I CONTACTED SEARS AND THEY TOLD ME THAT I HAD TO GO TO [redacted] AND PAY TO HAVE THE NAILS RETURNED AND THEN THEY WOULD GIVE ME A REFUND. I HAD [redacted] COME TO MY HOUSE AND PICK UP THE NAILS. IN GOOD FAITH I THOUGHT THAT SEARS WAS AN HONEST COMPANY AND I ORDERED A SECOND CRAFTSMAN SCAN TOOL KNOWING THAT I WOULD BE REFUNDED FOR THE PACK OF NAILS FROM THE FIRST ORDER. GUESS WHAT IT HAS NOW BEEN 13 DAYS SINCE [redacted] PICKED UP THE NAILS AND OF COURSE NO REFUND. NO E MAIL TO SAY THAT SEARS RECEIVED THE NAILS BACK AND I AM OUT OVER $150 NOT INCLUDING THE FACT THAT I HAD TO PAY TO RETURN THE NAILS THAT WERE SHIPPED IN ERROR. SEARS HAS RUINED MY CHRISTMAS. I WILL TELL EVEYONE I KNOW TO PROTECT THEM, DO NOT ORDER ON LINE FROM SEARS. YOU WILL BE LET DOWN AND YOU WILL WILL HAVE TO PAY FOR THEIR ERRORS. I WANT MY MONEY BACK AND I PRAY THAT NO ONE HAS TO END UP HAVING SUCH A POOR EXPERIENCE AT CHRISTMAS LIKE I HAVE. SEARS HAS ACTUALLY STOLEN FROM ME. WHERE IS MY MONEY. ARE THERE ANY ATTORNEYS OUT THERE THAT CAN HELP. THIS BUSINESS SHOULD BE SHUT DOWN