Sears Holdings Corporation

Revdex.com:The response by Sears seems well though out and reasonableHowever, the underlying issue is: Why was Sears customer service unable to provide any information - or take the initiative to obtain the information? Why did Sears corporate, contacted as requested on thee Revdex.com web site prior to filing a complaint, fail to respond? The response is OKSears' RESPONSIVENESS is certainly unacceptable Sincerely, [redacted]

December 15, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairAdditionally, we forwarded Ms [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly Territory Member Advocate Supervisor [redacted] with unit [redacted] contacted our Routing department to see if Ms [redacted] repair could be moved up The soonest available appointment was December 12, 2016, which Ms [redacted] accepted On the date of service, the technician replaced the compressor, drier assembly and valve; completing the repair While we are unable to replace Ms [redacted] refrigerator, as a conciliatory gesture, we have purchased a one-year extension to Ms [redacted] Master Protection Agreement (MPA); the coverage now expires on January 7, In summary, since we have completed the repair to Ms [redacted] refrigerator, albeit later than expected, and we have documented her concerns with the repair process, 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

October 16, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # - Luis [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with the multiple repairs on his refrigerator and his request for a replacement Before going further, we would like to note that Mr [redacted] has a Master Protection Agreement (MPA) that only entitles him to a replacement under the "no lemon" guarantee clause under certain termsIt specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period"It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall"We have researched Mr [redacted] 's service history, and under the aforementioned terms, he did not meet the criteria for replacement Our records indicate that Mr [redacted] contacted us on April 10, that the ice maker was getting warmOn April 21, our technician replaced the compressor and the repair was completedWe also issued Mr [redacted] a $check for food loss reimbursement, which is the max allowable amount per his MPA; the check was cashed on April 24, Mr [redacted] contacted us again on September 9, that the ice maker was malfunctioningOur technician replaced the ice maker and completed the repair on September 14, Mr [redacted] called again on September 27, to report that the refrigerator was not coolingOur technician replaced the compressor, drier assembly and the condenser; the repair was completed on October 9, Regrettably, Mr [redacted] did not qualify for any additional food loss reimbursement since he had reached the max allowable amount per his MPASince 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 matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that repairs to Ms [redacted] refrigerator were completed on September 9, During the service call the technician assigned to the call indicated that he installed a previously ordered duct assembly and main computer control boardOnce the unit was reassembled, the refrigerator was tested and was found to be operating as designedSince we have completed the repairs to Ms [redacted] refrigerator, we ask that this complaint be closedWe apologize to MsPayne and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

January 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding discoloration on her range and the function of her self-cleaning cycle We apologize for the delay in replying to this complaintIt is important to take a moment and explain the internal operation of an ovenAn oven is not an airtight applianceAir flow is very important to eliminate any overheating and potential fire hazardsAll ovens are made this wayEvidence of the air flow can be seen in the oven door, when in use the glass in the door can have moisture build upHeat vents are built into the system at various places, depending on the maker, for air flow as wellOver time as the oven is used build up can and will occur at these vent outletsThey can look like a burn marks or grease stains and depending on the model will depend on where these marks or stains will occurWhen self-cleaning is done on an oven that has not been properly cleaned per the owner’s manual before initiating the self-cleaning, can speed up the process To explain; an oven can get as hot as degrees while in the self-cleaning cycleAt this temperature anything in the oven will eventually be incinerated, but before that occurs any grease left on the oven walls changes state becoming more vaporous and can and will move with the air flow and attach itself to any surface it comes in contact with leaving telltale signs on the glass in the oven door as well as at the airflow vents In Ms [redacted] case there is a heat vent at the top of the near the cook-topMs [redacted] may even be experiencing a grease build up between the two planes of glass in the oven doorDiscoloration occurs when the oven has a buildup of grease itself and is not properly cleaned before the self-cleaning cycle is initiated per the owner’s manual; therefore leading to the brown stain that Ms [redacted] is experiencing It is possible that Ms [redacted] will continue to see this issue even though the oven may be properly cleaned and grease free before running the self-cleaning cycle in the future again because grease is already within the air flow system as evidenced by the reported stainingEach time the self-cleaning is run more of the grease buildup in the door and throughout the system will dissipate until over time it is gone as long as the oven is grease free, but if the self-cleaning is done on an oven that is not grease free the buildup within the system will continue to stain her range at the vents and over glass doorMs [redacted] can prevent these things from happening if she reads and follows the instructions in her owner’s manual on the proper way to clean her range Since we have explained that what Ms [redacted] is experiencing is not a manufacture defect we will not be cleaning or replacing the ovenWe 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]

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Roberta [redacted] # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that repairs to Ms [redacted] refrigerator were completed on September 29th when our technician leveled the refrigerator and adjusted the doorsLast week a new compressor and drier were installedIf Ms [redacted] has any additional concerns that need to be addressed regarding her refrigerator, I ask that she contact me directly at Adam[redacted] @searshc.comSince we have noted the completed repairs to Ms [redacted] refrigerator, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

October 20, 2016Revdex.comAttn: [redacted] NWabash Ave., Ste2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case # [redacted] Via: Revdex.com WebsiteDear MsVirghes,Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionOn behalf of SHIP please know that we do value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedThis letter serves to confirm that we have completed our investigation in regards to the above-referenced file.We regret that Mr [redacted] has decided not to proceed with his home improvement projectThe transaction was cancelled without any penalty or obligationAccordingly, our agreement is hereby null and void and is of no force and effectThe credit refunds were processed on 10/05/Mr [redacted] may contact [redacted] to close the account if he wishes to do soSHIP regrets that we were not able to meet his expectationsWe hope that he keeps us in mind for future home improvement needs.As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at [redacted] extension [redacted] or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail

Complaint: [redacted] I am rejecting this response because: You have now re-submitted the fraudulent charge to my credit card companyI have hired an attorney, [redacted] of [redacted] to sue Sears HoldingsI am not pleased that you would dare resubmit the charge to my credit card company after thisI am providing supporting documentation to [redacted] to dispute your charge and show what a fraudulent company you areThe pathetic part of this is that many people in my city have had similar issues with this Sears locationI will see you in [redacted] Sincerely, [redacted] ***

November 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the bill he received stemming from a repair that was scheduled on his dishwasher.We would note that when we ordered the warrantied parts for [redacted] dishwasher, we collected the amount to cover our minimum fee for the trip and diagnoses, but we did not collect the remaining $for the labor to install the part as this would have been collected when the technician returned to install the partHowever, since the technician never returned, the service order did not close out until someone manually went in and took care of thisThe way it was closed, it made it appear that we had installed the parts that were ordered when it should have been closed as if the parts were installed by [redacted] , which would have negated any fees for laborWhen Mr [redacted] disputed the $amount he was billed, our National Support Center cleared his record on September 24, 2015, and he should not have received any further correspondence related to this debt since thenWe would also note that we do not report our collection information to any of the major credit report agencies so any bill that was sent would not have affected his credit report If [redacted] does receive any further correspondence or has any questions, he is welcome to contact me at [redacted] or via phone at [redacted] In the interim, since we have removed the charge from [redacted] record, 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] Team Manager, Regulatory Complaints [redacted]

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her gas rangeSears has authorized the replacement of the range noted in Ms [redacted] complaintAll Ms [redacted] needs to do is go to her local Sears store and advise her sales associate that her range has been approved for replacementThe sales associate will assist in ordering the range and processing the delivery/hookupSince we have authorized Ms [redacted] range for replacement, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her request to return a washer purchased from Sears for a refund Upon researching [redacted] complaint, we found that she purchased her washer January 8, 2016, it was delivered on January 14, 2016, and she reported the issue detailed in her letter on February 28, Per Sears’ stated Return Policy, the washer was eligible for return within days of purchase Unfortunately, whether using the purchase date or the delivery date, [redacted] request for a refund occurred outside of this day return period, and as such her purchase no longer qualifies for a refund or an exchange Her only option at this time is to accept a repair under the manufacturer’s warranty However, as Ms [redacted] states, she cancelled her repair appointment and Sears has not had the opportunity to evaluate the washer While we empathize with her situation, we can only apologize for any inconvenience Ms [redacted] may have experienced and ask her to schedule a new appointment to allow our technician to evaluate her washer Ms [redacted] would be charged for the appointment only if it is determined that she has clearly disregarded the manufacturer’s instructions and/or if the failure she experienced is a result of misuse, abuse or an issue in her home unrelated to the washer itself Since we have explained why we are unable to honor [redacted] request for a refund, we ask to have this matter closed pending her acceptance of a service appointment 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] ***

January 26, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience It is unfortunate if we failed Mr [redacted] expectations as we value his patronageAfter reviewing the notes in the order, it should be noted that the Installation and Delivery screen gives two options which are: Delivery and Basic Hoor Leave-in-Box DeliveryIf basic hook up was selected then the next screen would take the member to select a hoseThe following screen gives the option to choose an agreementFinally, the review screen gives the member an opportunity to edit the purchase if neededUnfortunately, basic hook up was not selectedHowever, we confirmed with Mr [redacted] that the delivery department did remove the washer from the box and brought the unit in the houseThe washer is currently hooked up therefore; we processed a discount of $which will go back to his Sears [redacted] account and $back to his Shop Your Way Reward accountAdditionally, 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 uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

I bought a kenmore fridge and stove from the out let, thinking I was getting a deal! not even a week later the brand new stove broke on meit took week for sears to fix itmonth later the fridge broke on memonth later sears came out time to try to fix itthey have replaced parts more than time!!! when I try calling sears they told me that they cannot help me anymore because I bought it from an sears outlet store and it not the same a an regular store! I tried asking for a manager and they say there is no manager or that will hang up on me I tried going to the outlet store and they give me the same run around " at the end of the day I thought I was buying from a reputable company and got screwed"

December 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] :We have completed our investigation of Ms [redacted] ’s complaint regarding the charges she was assessed for the in-home service provided on her refrigerator.We would first note that it would be unusual to find any retailer, manufacturer, or appliance repair company giving free troubleshooting/repair advice over the phone to consumers that are not covered under some sort of warranty or service contract This is because there are not only liability issues that come into play with providing technical advice over the phone, but also a cost involved in staffing for the people that answer any questionsWe note this because Ms [redacted] was outside her warranty coverage and was not covered by any service contract Therefore we would not have provided her with free troubleshooting beyond possibly some very simple questions to determine what the problem was, so that we could put this on her service orderIf Ms [redacted] wanted to possibly do the repair herself, or troubleshoot to see if she could find out what was causing the problem before paying for a repair, the she could have used her owner’s manual, which contains troubleshooting for when the ice maker is not producing ice, or she could even use the internetInstead, she contracted us to provide her with an in-home service call to assess her refrigeratorShe was informed that this would mean she would be responsible at a minimum for paying us $plus tax for this service in addition to any parts or laborShe ended up being charged $plus tax and our technician turned on the ice maker and then hit a recessed button that puts it through a test cycleWhile this latter button is not mentioned in the owner’s manual, it is not something that actually provides a repair itselfIt is just a way to test the ice maker function more quickly instead of a technician having to wait for it to cycleSo the actual issue was that the ice maker was turned off and the technician turned it back onThis switch is explained in the owner’s manual and also in the troubleshooting section of the manualIt is possible that in removing the ice bin that this was shut off on purpose, which is actually suggested if the bin will be removed longer than a few minutes, and not turned back on, or bumped and it was shut of accidentally; either way though, it was not our responsibility to troubleshoot in advance of providing a service callThe fact is that we had expenses that we incurred to visit Ms [redacted] ’s home and stay there for minutesAs such, she should be responsible at the very least to our minimum fee of $plus taxWith that said, as a courtesy our customer support department offered Ms [redacted] a partial refund of $65.00, which would actually have meant that she would have paid much less than our minimum fee Unfortunately she declined this offerIf she reconsiders, she is welcome to contact me at ***[redacted] @searshc.com or at ( [redacted] In the interim, since Ms [redacted] was previously offered an equitable resolution which she declined, and we remain willing to honor this if she changes her mind, we have closed our file.We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: ***[redacted] @searshc.com

October 4, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her layaway payments.It is unfortunate that we failed Ms [redacted] expectations when she recently used Sears layaway We value her patronage and can understand her frustration with the events detailed in her complaintWe 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 store issued a refund of $by check to Ms [redacted] on August 23, Although the business day mailing period we require before reissuing or investigating a refund had not yet passed, Ms [redacted] contacted sears.com to request the refund again on September 14, 2016, and was issued a second refund of $to her [redacted] ending in [redacted] In addition to these two refunds, our records indicate that Ms [redacted] disputed charges through her credit provider and a chargeback of $was granted by Sears on September 22, Therefore, Ms [redacted] paid a total of $150.00, but at this time it appears that she was provided with refunds of at least $As such, we are unable to honor Ms [redacted] request for a refund of $ We respectfully ask to have this matter closed, since we have noted Ms [redacted] comments and no further refunds or compensation will be offeredWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***

August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Joseph [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal to the response we provided Mr [redacted] seems to doubt our estimate and yet he admits he took the advice of our technician and purchased a new appliance since it did not make much sense to invest that percentage of funds into a repair for an item when contrasted against the original purchase price and dateAs for the price for our parts, we do not manufacture any partsAll of the parts we have, have to be purchased from a manufacturer and then yes, we do have amounts built onto that so that we make a reasonable profit and cover our expenses to sell the itemWe apologize if Mr [redacted] thinks the prices are excessive but frankly a retailer or service provider is allowed to price a part at whatever price they feel is appropriateWe gave Mr [redacted] a quote with accurate prices for the repair we diagnosed that he needed, and the estimate is the only fee we charged him forAs such he is not entitled to a refund for no other reason than he does not want to pay when every other consumer nationwide has to pay to receive this same serviceAs we feel his request remains unreasonable and unjustified, we have reclosed 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: ***-***- [redacted] Email: Dana[redacted] @searshc.com

(The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response since the refrigerator was not fully fixedA temporary fix was applied which (as per the 1st technician) could fail at any timeThe fact is that the 2nd technician did see evidence of a leakAnd his assesment was that parts were needed to fully fix the issueHe must have initiated the order otherwise why did I received a mail asking for my confirmation of parts receivedI am attaching a copyAlso, why could no one track "Service Order Number: 000836842321146" The third technician, who was very brusque did not want to confirm any leakHe begrudgingly checked my fridge for leaks after multiple requests on my partHis assessment was automatic, so it is hard to believe in his honesty I agree that it was running at the time, but I am concerned that this temporary fix will fail in the near futureMy family as well as other relatives have had Kenmore refrigerators that have lasted a minimum of ten years (some as many as years)I can't accept that Kenmore quality has dimished to a five year periodI should have the piece of mind that my refrigerator should last at least for another years(SearsPartsConfirmationRequest.png)

Contact Name and Title: Erica [redacted] Contact Email: Erica[redacted] @searshc.com September 10, Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Lauren [redacted] # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding lawn care reimbursement when her tractor was being repaired Upon receiving Ms [redacted] 's complaint, we would like to apologize for the confusion with regards to the lawn care reimbursement that she was promisedIt should be noted that Ms [redacted] has spoken with our Customer Solutions department and her lawn care was processed in the form of a bank check on August 29, in the amount of $under salescheck# We again apologize for any confusion that Ms [redacted] may have experiencedThat being said, because we have provided Ms [redacted] with her requested resolution, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist 512- [redacted] Erica[redacted] @searshc.com

Initial Business Response / [redacted] (1000, 10, 2015/08/10) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed the investigation of Ms[redacted] complaint regarding Sears Home Services and repairs to her refrigerator Sears Home Services records indicate that repairs to Ms[redacted] refrigerator were completed during a service call on August 4, During the aforementioned service call the technician indicated that he installed a new control boardOnce installed and the panel reassembled, the unit was tested and was found to be operating as expectedIf Ms[redacted] has any further concerns, I invite her to contact [redacted] at (XXX)XXX-XXXXAt this time since we have completed the repairs to Ms[redacted] ' refrigerator, we ask that this complaint be closed We apologize to Ms[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] @searshc.com

March 17, "Arial","sans-serif Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case # [redacted] Via: Revdex.com Website Dear [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileThis letter serves as a follow up to my conversation with [redacted] on 03/15/On behalf of SHIP please know that we do value him as a customer and apologize for any frustrations or inconveniences he may have experienced SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerOur Service technician has visited the customer and assessed the situationWe have ordered the part needed and we will complete the service when we have received the partOnce the part is in we will contact [redacted] to schedule the installationSHIP will also take care of the issue with the screens on the day of the service We sympathize with any inconvenience and understand the customer’s frustrationsWe will do all we can to ensure he is satisfied with the serviceThank you for your time, effort and patience during the investigationIf you have any questions or concerns, please contact me at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] ***