Sears Holdings Corporation

Good morning: I received Erica [redacted] 's, Regulator Complaint Specialist for Sears, response to our complaint concerning the lawn mower purchased from Sears. She keeps referring to Complaint #94546971, pertaining to the mower with the defective transmission, which was resolved when they agreed to replace that mower with a new one. The complaint that we are trying to resolve now is Complaint # 94569259, concerning the replacement mower. We have had three different problems with this mower and it has been out of service for nine(9) weeks since we received it in April of this year. In her response to our complaint she stated that we had not purchased the extended warranty, which we did at he time of the the original purchase in November of 2014. I have my receipt for this purchase, dated Nov 14th, 2014, and it includes the purchase price of the mower $1,549.99 and the cost of the extended warranty, $589.99, for a total of $2,139.98.. We received a 10% discount ($214.00) for agreeing to pay off the the total amount within 24 months. This left a balance of $1925.98 plus a 6% sales tax which made the total due of $2041.54. We have made monthly payments from 12-17-14 thru 8-8-15 in the amount of $1270.00 which leaves a balance of 771.54 which appeared on my Sept. statement. We are not asking for anything that we do not deserve, but I think we have done our part in trying to get this complaint resolved. We have made our payments on time and in good faith and have nothing to show for it. I have never asked for a reembersement for having to pay for getting my grass cut during the time my mower was out of service. All we ask for was for Sears to provide us with a product that we could depend upon. This is very frustrating and we hope you can help us get this solved . We have talked to a lawyer and he advised us to take Sears to Magistrates court and get this settled. We do not want to do this unless we can not get Sears to stand behind their product and do what they advertise. Erica stated on her e-mail that we could get in touch with her if we wanted to discuss this matter and we have tried several times to get in touch with her but only received her voice-mail. She has not returned our calls. Harriett and Jerry ***

Contact Name and Title: Erica [redacted] Contact Email: [redacted] @searshc.com October 19, Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: Terri [redacted] # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the service she received on her washer It is unfortunate that we failed Ms [redacted] expectations when she called Sears for service on her washerWe value Ms [redacted] patronage, and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted and so that the technician in question can be coached accordinglyWe can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsDue to the inconveniences that Ms [redacted] has experienced, we have offered and she has accepted a month extension of her protection agreement which we have processedOur service records indicate that the repairs were completed on October 6, and she is no longer in need of our services that said we respectfully request 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, Erica [redacted] Regulatory Claims Specialist [redacted] @searshc.com

Complaint: [redacted] I am rejecting this response because: The business has NEVER contacted me as they suggested would happen after delivering the refrigeratorThey continue to make statements and statements that completely contradict their actionsPeople need to know that the customer service department at Sears has no intention of ensuring their customers are completely satisfied if anyone reads my complaints as it relates to the replacement of my fridge, they will see I laid out factual statements and Sears could not refute any of itThe really sad thing is they never apologized for not being forthcoming and the extensive delayThis was a huge inconvenience for me and they seemed to have no interestI want my experience to be relayed to others so they're forewarned Sincerely, [redacted]

March 3, class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Auto Center Manager of store# *** Mr [redacted] called Mr [redacted] and discussed his complaint It was agreed that Mr [redacted] would come back to the auto center and receive a free oil change to rectify the issue That being said, because we have addressed [redacted] complaint, 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]

September 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #- Frank [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the information he was given regarding charges when scheduling a service call that conflicted with the actual charges for repair We would like to clarify that it is not our practice to quote any specific labor charges over the phone beyond prices that we might give for tuspecials or other maintenance packagesOtherwise, since we do not know until a technician examines the item exactly what the problem will be, we do not have any way to predict what the cost will be in advanceThis means that there is not even any information on potential labor costs that is provided to the agents that schedule our service callsWe are not certain if the agent that day was confused on the question, or if Mr [redacted] was confused on what was quoted; unfortunately the call was not available to listen to so we were unable to confirm either way exactly what was said With that said, there at least seems a reasonable doubt that Mr [redacted] may have been given either wrong information or information that was not given clearly enough so that he understood we could not quote a labor charge for the service in questionAs such, we were willing to refund him the difference between what he paid of $214.83, and what he would have paid if the information was correct, $Accordingly we have requested that our billing department send Mr [redacted] a check for $This should send out within the next few business days and then arrive within 2-weeks after thatIf he has not received the check by October 2, 2015, then he is welcome to contact me via email or phoneIn the interim, since we have provided Mr [redacted] with his requested resolution, we have closed our file 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: 512- [redacted] Email: Dana[redacted] @searshc.com

Sears is nothing more than a con of a company at this point from what used to be a good place to make purchases Its time for them to be out of business and all consumers should avoid them They refuse to provide any service in the US, the customer service center in the Philippines is not able to resolve any issues They are essentially stealing money and I have not had any ability to get my refunds for products they charged me for and I cancelled The customer service line is not able to resolve any issues for you and is a complete waste of time and employees salary by the company They've created a complete barricade from the consumer to the company to resolve issues as when you call the corporate offices in the US they just hang up on you This is the most recent and last nightmare I will have with Sears I have cut up my credit card with them and will cancel my account I will never do business with them or have any contact once this is resolved I urge all consumers to beware of purchasing anything from Sears9/19/10:a.mCalled 800- [redacted] to cancel 60” Gas Range Connector $(with tax 29.67) Spoke with Tyler on this call who cancelled the Gas Range Connector on order # [redacted] Tyler informed me it would take 7-business days for the refund to appear Range and Microwave were delivered on 9/26/as scheduled and the range connector was not part of the deliveryAlso wanted to cancel the $installation fee for range from this order and Tyler informed me I needed to call 800- [redacted] to cancel this part of the orderOn order # [redacted] I wanted to cancel the entire order of the Dishwasher and installation that was scheduled for deliver on 9/26/and Tyler told me I also had to do this through the 800- [redacted] number9/19/10:a.mCalled 800- [redacted] to cancel range installation on order # [redacted] , (withtax) and Dishwasher order # [redacted] ($794.79) Spoke with Cindy and she cancelled installation of range and the Dishwasher order on this date She advised it would take 3-business days for refunds to show up9/21/Received $refund for range installation cancellation 9/30/8:a.m– 8:a.m an hour on the phone with __ people to have no resolution to my issues Called 800- [redacted] and got Justin Advised on the issues of not yet receiving refunds yet He would not listen to what I was saying and when asked for a manager he disconnected my callCalled back and got Justin again and told him to put me through to a manager and not hang up on me again Was transferred to a manager Laura who refused to provide me with any information on how to contact anyone in the US when she advised they are all in the Philippines She said I had to call and talk to the other phone number and transferred meGot EJ (ID # [redacted] ) and asked for a manager Had to ask times and told him I would only talk to a manager at this point and finally was transferred and got Blaiae8:a.mWas transferred to a manager named Blaiae On Dishwasher issue, order # [redacted] she informed me the issue was sent to processing and would have to wait 24-hours to get a call She refused to confirm the dishwasher was cancelled I asked her about the Gas range connector hose on order # [redacted] and she just said it shows as delivered I can see everything they say to me on the online order so they are doing nothing more than looking at what I can look at that is wrong and just reverberate that back to the customers When I told her I needed a refund on this as it was cancelled on 9/and has been days and I have not received the refund She then said she had to transfer me to the other phone number and got on the line with someone named Jordan Blaiae was supposed to stay on the line to help resolve the issues but she hung up and left the call8:a.mon the phone now with Jordan and said she would have to send an email to the warehouse since the connector was not delivered and I claim it was cancelled She said it shows as delivered and a refund would take 7-days Told her this was unacceptable as I was supposed to have the refund within -days of the cancellation of the item on 9/ I asked for a manager again and this took forever Now transferred to Ellie who is a managerEllie also tried to tell me she would send an email and would get a response in 24-hours Told her this is unacceptable and told her about the connector and the dishwasher again She said she put me on hold and tried to call the warehouse but they don’t answer their phone She did confirm that the cancellations were received on 9/as I’ve told everyone up until this point Then she said that today, the day I’m calling is the 9th day and I had to wait until October 3, for the refund to show up So at this point Sears has stolen $Found online Sears Corporate but they only list eh 847-286-number for their offices Did find Pritam [redacted] is VP Operations, Customer Service and CFO – Online Business Unit at Sears Holding CorporationCalled the number and there is no number for Pritam [redacted] and when I got to an operator as soon as I started to explain I needed to speak with someone regarding the issues with customer service I was hung up on by the person that answered the phone when I indicated I needed to speak with an operator

Ordered a fridge online from Sears Outlet for home delivery. Nobody bothered to call me to set up a delivery time. Calls to the store went unanswered. I went to the store to ask for the status and got the runaround. I had to call Sears customer service where they eventually got back to be and told me the item would be delivered the following week. The day before the supposed delivery, I got an automated phone call telling me the delivery window. I cleaned out my old fridge in anticipation of the new fridge. The time came and went, and I'm still without a fridge. I called the delivery people. After spending an hour on hold, I was told that the delivery was "deleted" and the store didn't give them the item to deliver. I went to the store to see what's up - after an hour, they found out that the item I ordered never existed in the first place. Apparently nobody bothered to let me know. They offered store credit. No thanks. I want my money back.

October 10, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Ms [redacted] 's complaintThe correspondence you provided us with did not include a telephone number or enough identifying information to locate the order history mentioned in Ms [redacted] 's complaintWe asked that Ms [redacted] provide the telephone number that she used when he purchased his appliance so that we may retrieve the order historySince we do not have enough information to facilitate a resolution, we will need to close this issue pending the receipt of more identifying information for Ms [redacted] At that time, we would be pleased to re-open and investigate Ms [redacted] 's complaint We apologize to Ms [redacted] for this issue and we appreciate the opportunity to review this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation Direct [redacted] @searshc.com

October 2, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: - John [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] 's complaint regarding non receipt of credit on his canceled order.After reviewing Mr [redacted] 's complaint and our records, we were able to determine that due to a systems error, Mr [redacted] 's credit did not processed accordingly and we apologize for thisOur records also that a credit in the amount of $was issued on September 26, Since we were able to confirm that Mr [redacted] has been fully credited, we have closed our files.We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHCDirect - [redacted] I [redacted] @searsch.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meSears Representative went above and beyond to correct the mistake of the delivery team and the salesperson who initiated the mistakes The credit has been issued and I am so pleased with their prompt response They did not hesitate to ensure systematic customer service was a priority I will continue to shop at Sears comforted that they still have the high standards I have always experienced down through the yearsGood Job! Sincerely, [redacted]

Tell us why here...October 11, 2016 RevDex.com Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 Our File No: [redacted] BBB Case #: [redacted] / Bonnie [redacted] Via: n [redacted] @chicago.bbb.org Dear... Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We 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 manner. On 10/07/16, repairs were made to Mr. and Mrs. [redacted] siding. I spoke to Mr. [redacted] today and was told the siding has been repaired to his satisfaction. In order to insure the members’ concerns have all addressed by this service, SHIP is extending their workmanship warranty for 1 year. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. and Mrs. [redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x ***, or via email at Jeanne. [redacted] @searshomepro.com. Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mr. and Mrs. [redacted] / 1st Class US Postage

November 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our appointment availability in her area for the repair of treadmill.Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced when she scheduled a service appointment for her treadmillWe want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.We apologize that we were not able to provide [redacted] a sooner service date According to District Manager [redacted] we had a technician that was out of service but was returning the week of November 2, Our records indicate that on October 19, our technician diagnosed the treadmill and ordered the part for the repair [redacted] agreed to install the part herself once she received it Regrettably, [redacted] called again on October 23, that the treadmill was still not working after the part was installed and service was scheduled for November 3, We made every effort to provide a sooner service date and we contacted [redacted] that we could reschedule for November 2, Our technician ordered additional parts and is scheduled to return on November 7, to install the parts.With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted If [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved We respectfully ask that this matter remain closed at this time.Again, we apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/09/24) */ September 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the alleged damage that done to her home upon the delivery of her purchased appliances After reviewing Ms [redacted] complaint and our records, we were able to determine that she was assigned Damage Claim [redacted] As clarification, once the claimant has been assigned a claim number through our third party vendor [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 claimThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] Logistic's actions; their decision on any claim is finalWe contacted Carrier Manager [redacted] and were informed that when they last spoke with Ms[redacted] , August 28, 2015, Ms[redacted] requested the repairs done that same dayMs[redacted] was informed that this was not possible and requested additional information from Ms[redacted] ; however she declined and released the lineThe Carrier also informed us that they have left several messages requesting a callbackTo date, Ms[redacted] has yet to respondIf Ms[redacted] would like to move forward with her Claim, we ask the she contact [redacted] at XXX-XXX-XXXXSince 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 appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] REGULATORY SPECIALIST, regulatory complaints Sears Holdings Corporation O: [redacted] imx integrated member experience

face="Times New Roman" size="3"> March 28, Revdex.com [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted] All issues have been resolved at this time The final inspection with the [redacted] was passed on 03/22/ If the [redacted] have any further issues, they may contact me directly At this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value [redacted] as customers and appreciate their patronageIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]

July 25, [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 and request to cancel his order It is unfortunate that we failed Mr [redacted] s expectations when he attempted to resolve the issue with his first orderWe value Mr [redacted] patronage and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe 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 avertedAfter reviewing the notes in the order we found that Sears Online provide options for returning the merchandise for a refund since the order could not be cancelledUnfortunately, due to our automated system, orders are processed almost immediately after clicking the “Process Order” buttonHowever, once the order is received the item can be shipped back using the return instructions in the package or by returning to the local Sears storeWe checked the [redacted] tracking number and show that UPS attempted to deliver the item on July 23, 2016, and left a delivery notice with instructionsMr [redacted] will need to follow the outlined instructions to retrieve his packageAdditionally, 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 uponAgain, Mr [redacted] will need to make the return for a full refund once he received his orderIn 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

Complaint: ***
I am rejecting this response because:
*** *** is quite correct contained with in the email is the statement Sears "shall not be held liable for errors commissions in pricing" however that same statement goes on to say "in the event of an error, we will make every effort to accommodate our customer" - with the response received I do not feel that they have even come close to achieving suchPlease note that being kept on hold for nearly an hour and then hung up on was not even addressedI still believe a company such as Sears should stand by prices published and in my opinion am surprized at the poor customer service received in this matter to date
Sincerely,
*** ***

*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
*** *** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding Sears Home Services
*** *** Sears Home Services, District Operations Manager provided the following response:
We have collectively called *** *** home times and our calls have not been returned*** *** in his last voicemail left the Service Contract phone number, *** in the event *** *** wanted to cancel her agreement and collect a refundIf *** *** desires service she can contact me at*** That said, we ask that this complaint be closed pending future contact
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Mitchell ***
I am happy Sears decided to refund my $it is the right thing to do I will say again the repair man did nothing more than push the refrigerator out from the wall did not as much as put a screwdriver on it, how can you estimate what needs to be done or give a diagnosis ESP maybe MRBanks came out two days later got on his knees took the back off, I asked if it was the compressor he said no give him a minute he checked it, went to his truck and it was good to go within minutes from the time he got here I knew nothing about Sears second opinion and don't think it would have done any good two trucks came out , when I asked why he said that was his manager It seems like they were trying to sell me a whole hose warranty, beat me or he just did know what he was doing either one it was badI paid the man knowing he did nothing to keep down argument but told him it was fixable he could have said something about a second opinion then I've bought a lot of stuff Sears without problems and didn't think it would be that hard if I explain it to them

Contact Name and Title: *** ***
Contact Email: ***.***@searshc.com
October 19,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** *** *** ***
Dear Ms
***:
We have completed the investigation of Ms***'s complaint regarding the purchase of her ring at her local Sears store
It is unfortunate that we failed Ms***'s expectations when she purchased her ringWe value Ms***'s patronage, and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review, so future problems of this nature can be avertedWe escalated Ms***'s complaint to L** ***, Store General Manager of store# 1722, who advised that he credited Ms***'s account for the ring and that he apologizes for the experience she hadThat being said, because we have refunded Ms*** for the ring, we respectfully request this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***.***@searshc.com

January 5, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** ** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her recent online order experience and her request for a refund It is unfortunate if we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaint and we 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 in the order, we show that Sears Online confirmed Ms*** was never charged for the canceled itemsAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould Ms*** have any questions, she may call Shop Your Way Rewards directly at (*** *** In the interim, we have noted Ms*** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation