Sears Holdings Corporation

Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Mary Beth [redacted] class="InsideAddress"> Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding her washer We apologize that Ms [redacted] ’s washer 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 and or a service agreement 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] ’s case she purchased her washer on January 24, as well as a four (4) year Master Protection Agreement (MPA) with the first year running concurrent with the manufactures one (1) year product warrantyMs [redacted] ’s Master Protection Agreement expired on February 4, Ms [redacted] chose not to renew the MPA Our records show that Ms [redacted] contacted sears for service while still under her MPA starting in November There were five service orders for her washer all for her washer stopping mid cycle between November and June This appears to be an intermittent issue since on two of the service orders our service technician could not duplicate the issue and no repairs were done including the last service dated June 7, Due to the history of the repairs we will be happy to assist Ms [redacted] and have a senior service technician provide a full diagnostic on the washer at no cost to herOnce we receive our service report we will be happy to look at resolution options under the terms and conditions of the MPAMs [redacted] need only contact me directly at ***-***- [redacted] to start this processIn the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Vanessa.L[redacted] @searshc.com

August 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: #– Glenn [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction with our customer service and partial refund of his kmart.com layaway order It is unfortunate that we failed Mr [redacted] ’s expectations when he recently used Kmart online layawayWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records show that refunds of $24.69, $and $were issued to Mr [redacted] ’s PayPal account on July 26, These refunds represent the total amount Mr [redacted] paid, less a $cancellation fee At this time, we can only reiterate that we truly regret any inconvenience he 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***

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

Contact Name and Title: Erica [redacted] Contact Email: Erica[redacted] @searshc.com October 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #94546971- Harriett Bagwell [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***' rebuttal regarding the repair of her lawn tractor We have received Ms***' rebuttal and apologize that she continues to have issues with her lawn tractorAs stated previously, Ms [redacted] does not have an extended protection agreement on her lawn tractor is therefore not eligible for lawn care reimbursementWe had previously refunded her $for lawn care reimbursement as a one-time customer courtesy and are unable to give her anything furtherAt this time, the unit is being repaired under the terms of its manufactures' warrantyUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantIn Ms***' case we do apologize that we failed her expectations, but we feel that previously refunding $for lawn care reimbursement per her previous request is relative to the circumstances and our decision is final 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 [redacted] Erica[redacted] @searshc.com

Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Jiping [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***'s complaint regarding his recent Third Party Marketplace online order After researching the complaint filed, we found that Mr [redacted] had placed an order with [redacted] Photo, [redacted] **Brooklyn NY 11206, phone [redacted] , email info@ [redacted] .comUnfortunately, the initial refund gift card was not receivedTherefore, a replacement gift card of $was processed on September 17, According to the UPS tracking number 1Z5076Ethe gift card was delivered on September 22, We apologize for the delay Mr [redacted] experience and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedShould Mr [redacted] have any further questions regarding the refund of his gift card, then he may contact Sears Online directly at (800) [redacted] In the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

June 30, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a full refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand her frustration with the series of events detailed in her complaintWe regret that this incident occurred and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes we found there were some discrepancies with the delivery date from [redacted] in addition to misinformation regarding the refundTherefore, we have processed a full refund as a onetime courtesy exceptionWe 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 uponIn the interim, since a full refund has been provided, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Ordered a washer machine, never got it, fighting to get my money back still

November 24, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Mark ***Dear Ms [redacted] :We have completed the investigation of Mr***’s complaint regarding the services we provided on his tractor and his allegation that we were deceptive.We would first like to clarify that all of our collect call repairs (those that are not covered under some type of warranty) come with a 90-day repair guaranteeSo if we collected charges for labor on the first trip, if we return under the guarantee and the issue is linked to our initial repair, then we would not collect any further labor charges; we would however possibly charge for parts depending on what was previously installedEven when there will be more charges, we would still provide an estimate first as the consumer would be given a choice as to whether they wanted to proceed with the additional work well aware of what it will cost.With that said, in Mr***’s case, we show our technician was at his home on October 7, 2015, and he replaced the lower deck beltWe do not show though that we charged Mr [redacted] anything for this service He may have received a receipt showing the work had a $cost, but our records show this as a “payroll transfer” which is how we code charges that are covered under the guaranteeIf Mr [redacted] feels he was in fact charged and he has a canceled check or a posted charge to a credit card as proof, then he is welcome to email me at Dana[redacted] @searshc.com or call me at [redacted] , and upon verification, we would be happy to issue a refund as there should not have been any chargeIn the interim, since we have explained how our guarantee works and we do not show that we charged Mr [redacted] anything on our second visit, 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 ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com

I ordered a refrigerator on December 19thIt's now January 2, and my new refrigerator is still in my garageMy appointment they gave me for tomorrow was never scheduledI've now lost count of the number of times that customer service has failed to schedule my actual appointments; we've had no-shows, an inadequate number of delivery men, men incapable of handling our old refrigerator I can't even begin to tell you how frustrated I've been with Sears over the past couple of weeksI've missed several days of work waiting around for no reasonBiggest mistake I've ever made was ordering this refrigerator from SearsHorrendous lack of communication / tremendous incompetence / I'm guessing your customer service reps overseas that DON'T CARE are a huge part of this problemNEVER AGAIN

Contact Name and Title: [redacted] Contact Email: [redacted] October 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the repair of his Mother's refrigerator After receiving [redacted] complaint, we have reviewed his Mother's service history and can understand why he was frustrated with his experienceUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one locationWe understand that this can be frustrating when a customer has an atypical situation like [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occurAt this time, [redacted] Mother's refrigerator has been replaced and was delivered on October 20, We apologize that he spent additional time assisting his Mother with her refrigeratorSears does not compensate for lost time or wagesThat being said, as a one-time customer courtesy, we have processed a $gift card which will be received in 7-business days to the address listed on this complaintThat being said, because [redacted] Mother has received her new refrigerator and a gift card processed, we respectfully request this complaint be closed We apologize to [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 Complaints Specialist [redacted]

I purchased my furnace from SEARS in This year I decided to schedule a preventive maintenance service at the recommendation of SEARSA week after they left, my furnace just stopped workingI call to inform them and schedule a repair on 10/24/and was told I would have to wait until 11/2/before anyone could get to meKeep in mind that I told the representative that I operate a licensed daycare out of my home with infants and toddlers and that I live in Chicago off the lakeBasically, we are freezingWe go from one cold environment to anotherStill I have to waitThis warranty and company is full of [redacted] and I will be filing a complaint with the attorney generalIf any words are misspelled it's because my finger are frozen!

June 7, Roman"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her allegation that the installation of dishwasher caused damage to her cabinets Due to the nature of Ms [redacted] concerns, a claim with [redacted] our third-party claims adjuster, was openedIf Ms [redacted] has any questions regarding her claim, she can contact [redacted] , her claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted] they provide an official response representing Sears [redacted] 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 [redacted] ’s actions; their decision on any claim is final In the interim, since Ms [redacted] issue is being handled through a standardized claim process with [redacted] 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 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 Complaints Specialist [redacted]

Initially, I waited weeks for Sears to come and check out my washer My washer would not startI have a maintenance agreement with Sears The tech came and checked out my washer In so doing, the tech broke the clips that hold the electrical grid in place The tech also told me that the bearings were going out on my washer I had to wait two weeks for the parts to arrive for techs to come and "overhaul" my washer Consequently, I was without a washer for two weeks I had to find a laundramat to do our family laundry Two techs came for the next scheduled appointment and overhauled my washer They were here for four hoursThey carried my old washer parts outside in front of my front porch They said that Sears would send a truck to come and pick up the boxes within hours After the two techs left, I proceeded to put a load of laundry in the washer It didn't work Two techs had been here for four hours and left leaving my washer "unworkable" I made numerous calls to Sears...only to find out that they needed to reschedule to come and fix my washer The appointment was made for another days...it was to be today I was scheduled for 1-pm Again, I made numerous calls to find out when the tech was coming today The latest was that the tech was to b e here at 9:pmtonightI called Sears at 9:pm...talked with a person in Bogata, Columbia I found out that the tech was not coming and that I would have to reschedule for another week That means that I will be without use of my washer for more than weeks and those four ugly big boxes will be sitting outside in front of my house for more than two weeks This is totally unacceptable service I have been a customer of Sears for more than years This protocol for doing business and providing services for their products is despicable!

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his cooktopDue to a backorder parts issue, Sears processed an in warranty exchange of Mr [redacted] cooktopThat said Mr [redacted] new cooktop has been installed and is operating as designedI emailed Mr [redacted] and requested that he contact me in the event he has any problems Since we have confirmed the installation of Mr [redacted] new cooktop, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

March 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the additional charges he paid the installation contractor for installing his rangeAs clarification, when a customer contacts us over the phone to purchase standard installation for an item, it is procedure for the associate to read an automated script at the time of the purchaseThis will inform the customer that there could be additional chargesThis is because every installation is different and without examining the existing installation set-up, we have no way to know what other costs might be neededThe customer is informed that the installer will survey the work area and inspect that the facilities are up to code and can accommodate basic installationOur basic installation just covers removing any existing product and putting the new one in with the existing plumbingIf additional plumbing, renovation, or code work is required, then our professional installers inform the customer of this and they then have the prerogative to either proceed with the installation after accepting the estimate, or declining the estimate in which case our installer would take back the item and the customer could make other arrangements for delivery and/or installationWe would also then refund any monies if the item was not installedIn [redacted] case, he was clearly advised by the installation contractor that the additional $was a required county permit fee for inspection, and [redacted] consented to receive the work for the estimated amountAs far as [redacted] request for reimbursement of the additional fee is concerned, we did not find that this was warrantedWith that being said, since we have addressed the concern brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

March 4, 0pt" class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto center Upon receiving Mr [redacted] complaint, we escalated his concerns to [redacted] Auto Center Manager for store# *** [redacted] spoke with Mr [redacted] and states that he agreed to receive a gift card in the amount of $ That being said, because an agreed upon resolution has been given, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

March 2, size="3"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers Upon receiving [redacted] complaint, we escalated her concerns to [redacted] ***, Auto Center Manager of unit# ***, who states the following: When M [redacted] dropped the car off, she spoke with my Assistant Manager, [redacted] [redacted] states that when she dropped the car off, she told him there was a problem with the "tire light" When our technician installed the tires, he found no sensor in the wheel, only a valve stemWhen [redacted] husband came to pick up the car, [redacted] tried to explain the situationHer husband seemed to understand and left with the carA few days later he returned about the light [redacted] again explained that the sensor was missing and would need to be replaced to eliminate the light issue [redacted] again acknowledged the issue and leftOn the day M [redacted] refers to, I was quite busy working with other customers and vendors, he came in and insisted I speak with M [redacted] on the phone I explained that I was very busy and could not speak with her on the phone at this time, he continued to speak with M [redacted] for about more minutes, then hung up and waited by the door until about more minutes when M [redacted] arrivedShe entered the building irate and distressedI could instantly tell she was upset, I tried to calm her down and asked her to please stop yelling at meAfter about ten minutes of this behavior, I felt like the best business decision to try to retain this customer was to replace the part for her for freeM [redacted] declined my offer and left at this point That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to M [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

May 23, class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent repair of his lawnmower Upon receiving [redacted] complaint, we escalated his concerns to [redacted] ***, CarCustomer Escalation Lead [redacted] spoke with [redacted] and agreed to send a new blade along with a $gift card to cover 33% of the labor charge That being said, because we have provided [redacted] with an agreed upon resolution, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]

September 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return her purchase after the 30-day return period We have Ms [redacted] rebuttal, and we do not find that she has brought any new information to her complaintAs previously stated, our return policy is available on online at Sears.com, is posted on signs at registers, or a consumer can ask an associate for detailsAssistant Store Manager [redacted] confirmed that our return policy is posted twice at every register in the storeThe copy of the receipt that Ms [redacted] was provided states, “Most items have a return policy of days from purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions ApplySee Sears.com, signs posted at registers, or an associate for details.” If the print on her receipt was not legible, she could have asked an associate, researched the policy online or read the signs posted at the registersWhile we understand that she was dissatisfied with our return policy, the fact remains that her request to return/exchange was over the day periodAs this decision is commensurate to the circumstances, we have closed our file Again, 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 Complaint Specialist Sears Holdings Corporation [redacted]

The worst experience ever purchased a top odd the line washer bucks paid extra for warranty all they do is replace parts they will not replace the washer it has never worked sounds like you out bricks in it and it's going to blow up leaks has ruined my floor still nothing every part in it has been replaced once some twice sometimes they have came and have done absolutely nothing! The repairman will not say that it's not repairable so they will not replace it! I've paid a week for the last year to rent another washerI've got the run around every time I've called to get it replacedSears extended warranty is ***! This company is a joke all they care about is getting your money! You purchase an appliance from them make see to get some lube to cause your about to get fked real hard don't expect them to honour their word their products nothing they got their money that's all they care about they will not make anything right the corporate office is a joke I will never step foot into another Sears store will not purchase online week never get another item and I will inform everyone I know and I week constantly make bad reviews and share on social media if I can get people to not purchase Sears products which I will that's a promise my mission then will be complete I will get the weird spread what a joke and horrible experience I've had my [redacted] is still sore wish I would have known better!!!!