Sears Holdings Corporation

face="Times New Roman" size="3">
June 21,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste Chicago, IL
Our File No: ***
Revdex.com File No: *** ***
Via: Revdex.com Website
Dear Ms***
This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr*** The SHIP service technician, Pedro, has been out to the home to inspect the wood under the siding. Rotten wood was not found at that time. Mr*** is sending me the color pictures for review so his remaining concerns can be addressed accordingly. Once the pictures have been received and we have a proposed resolution, I will provide you with an update
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** *** ** *** *** ** ***
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: *** *** via 1st Class Postage

November 5, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** ***We have completed the investigation of *** *** complaint regarding the delivery on an
incorrect refrigerator.Upon receiving *** *** complaint we would like to apologize that she received the incorrect refrigerator. Our records show that the correct refrigerator was delivered on October 27, per *** *** request. Because we value *** *** patronage, we have issued a gift card in the amount of $for any inconveniences that she may have experienced. The gift card will be received in 7-business days to the address listed on this complaint. That being said, because *** *** has received the correct refrigerator and a gift card processed, we respectfully request this complaint be closed.We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** ***Regulatory Complaints Specialist***

March 3,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the charges she was assessed for service on her dishwasher
We would first like to clarify two things*** *** is correct that if our technician did not provide her with an estimate to repair her dishwasher, then she should only have owed her minimum fee of $since the instruction given is basically a diagnosis of the issueHowever, the coupon *** *** referenced would not have applied to $and would only have been applicable to labor or part chargesSince the technician charged her for a job code for instruction, the discount did apply and this is why he took it off his totalIf at this point we had not serviced *** *** dishwasher again, then we would agree that she should have been owed the difference between $and the $she paid, which would be $
With that said, she did in fact call us again and we provided a second call under the repair guarantee that she had because she actually paid us for a repair instead of just her minimum feeSince we had already assessed a labor charge previously, there were no additional charges for labor as this was covered under the guaranteeIf *** *** had only previously paid us $79.00, then our technician would have quoted her charges for labor with the $deductedThis would have ended up costing *** *** more than she paid, since the labor charges for the final repair would have been much higher than the one the technician assessed on the first visitDue to this we do not find that *** *** is due the refund for $for laborWhat we did find though was that she was entitled to receive her 20% discount previously presented off the cost of the parts used for the second service orderThe total for that refund plus tax is $If *** *** could call us to provide the first digits of her digit *** account number ending in ***, we would be happy to credit $back to her accountWe do not need the expiration date or the security code, just the remaining numbers are sufficient to process the credit as this information is no longer viewable in our system due to the length of time that has expiredShe can contact me via email at *** or via phone at *** to provide this informationIn the interim, since we have explained what refund *** *** is entitled to receive and we are willing to provide this as soon as she provides the necessary information to process it, we have closed our file
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Team Manager, Regulatory Complaints
*** *** ***
*** ***

October 19,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint
regarding her dissatisfaction that the range failed too soon and her concern with the carbon monoxide (CO) levels
Upon receipt of Mr*** complaint we reached out to Chris ***, District Service Manager for Service Unit *** to assist with Mr*** concernsMr*** confirmed that on October 12, our technician replaced the regulator and the safety valve on Mr*** rangeAfter the repair was completed, *** ** arrived and retested the CO levels*** reported that the readings were within specificationsWith that being said, since the range has been repaired and the CO readings are within allowable levels, we have closed our case
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***

Initial Business Response /* (1000, 7, 2015/09/08) */
September 4,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms.***
We have completed the investigation of Ms***'s
complaint regarding her dissatisfaction with our customer service and non-receipt of her gift card refund
It is unfortunate that we failed Ms***'s expectations when she recently requested assistance from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that an eGift card in the amount of $was issued to Ms*** via email on August 6, As such, she would not yet have received it on the date she filed this complaintIf Ms*** still feels she has not received her gift card, we ask that she contact Regulatory Complaint Specialist *** at XXX-XXX-XXXX for further assistanceAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Ms*** will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Ms***'s comments and the requested resolution has been provided
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
XXX-XXX-XXXX
X-XXX-XXX-XXXX ExtXXXXX

Initial Business Response /* (1000, 5, 2015/05/29) */
May 28,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste
Chicago, IL
Our File No: XXXXXXXX
Revdex.com File No: XXXXXXXX/*** ***
Via: Revdex.com Website
Dear Ms***
This
letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr***As it happened, by the time I received Mr***'s file, the local office was already addressing Mr***'s hvac issuesI spoke to Mr*** today and he said that everything has been addressed
At this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value Mr*** as a customer, appreciate his patronage and apologize for any delays he experiencedIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX or via email at ***@searshomepro.com
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: *** ***

January 8, *** *** 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 that we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe 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 found that the full refund had been processed on December 17, 2016, for $For Ms*** records the refund receipt number is *** Should Ms*** have any questions regarding her refund, she may contact me via email at *** Additionally, 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 uponIn 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

Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 2,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Serena ***
Dear Ms***,
We have completed the investigation of Ms***'s complaint regarding her online order
It is unfortunate that we failed ***'s expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused her to lose faith in Sears/KmartWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter further, we found that she had previously been in contact with Customer Solutions, Sears' escalated complaint departmentCustomer Solutions verified that Sears Online processed a refund of $back to her *** account on August 16, Additionally, the remaining refund of $was processed on September 1, 2015, under sales receipt number The refund was issued in the form of a check and will arrive in the mail within seven to ten business daysWe apologize for the delay and hope that in the future Ms*** 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 processed, we 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 ***
Regulatory Complaint Specialist
Sears Holdings Corporation

January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a recent purchase First, we want to thank Ms*** for her patronage and for any misunderstandingAccording to our records, Ms***s SYWR account, member number *** was credited 45,points on December 31, when she called to discuss this transactionThis should meet the terms of the offer she notedIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and 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 *** *** ***

November 11,
*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** * *** *** ***
*** *** ***We have completed
our investigation of *** *** complaint regarding his service
experience.On receipt of *** *** complaint our carmanager contacted *** *** and was informed
that he had not picked up the power washer after returning it for serviceOn
November 10, *** *** did confirm with *** *** *** from our car
department that the power washer was working fineSince we have repaired *** *** power washer and confirmed it is in working order we have closed out
our case.We apologize to *** *** 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,
*** ** *** *** *** *** *** ***
***

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** *
*** *** *** *** *** We have completed the investigation of Ms*** complaint regarding his dissatisfaction at being informed that repairs needed for her mower would not be covered under her manufacture warranty As clarification, not all calls for service are covered by a manufacturerSpecifically, the warranty generally covers service visits that are due to a defect in material or workmanship, but it does not cover the service if it involves instructing a customer on usage or any repairs due to customer miss useIn Ms*** case, our technician found that the carburetor had to be rebuiltA carburetor would not need this type of repair unless the mower was run with stale or bad fuel or the gas oil mixture was not done correctly With that said, it appears that Ms*** was provided with information that her repairs would be covered under the warranty before a technician had time to diagnose the mowerWe offere Ms*** a gift card in the amount of $for her inconvenience of receiving incorrect information, which she accepted; and as it is our understanding that the mower is in working condition and in Ms*** possession we have closed our file We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Team Manager, Regulatory Complaints *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI do sincerely appreciate you addressing my concerns Thank you
Sincerely,
Scott ***

I recently purchased a queen size mattress from Sears When purchasing the mattress the salesperson was quite helpful EXCEPT for one VERY important issue The box spring!! Who new that if you have a curve in your staircase, low ceilings, wallpaper on the wall to your steps or any other none standard staircase, a queen box spring will not fit up your steps I was never asked if I needed a split box spring or a standard when purchasing but according to Sears I should know which box spring would work (First time purchasing a queen in this house) So, of course, I purchase a standard, low and behold, it could not fit up the steps SO there is where my problem lies The delivery people left the box spring in my garage and I was to call the number on the front of my folder I called and once someone knew what to do with me, I found out I would have to pay a 15% restocking fee and another delivery charge of $and box springs would cost twice as much Now lets not mention that the delivery was originally to take place on Monday, so I took the day off from work Then mid morning, I get a call to tell me the delivery won't happen until Tuesday Another day off from work We are on day with this dilemmaIt was only resolved by my husband who cut the box spring in half Really is this the way to do business Well I guess I won't be doing ANY more shopping at Sears To bad we were going to buy all our appliances from them when we redo our year old kitchen Well I guess they lost that sale!!

November 11, 2015*** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: *** * *** ***Dear *** ***We have not fully completed our investigation of Ms***
complaint regarding her
service experience.We apologize for the delay in responding to this complaintWe
are currently waiting for a report from our service unit regarding the services
on Ms*** washerOnce we have that report we will provide a full response
to Ms*** complaintIn the interim, should Ms*** have any
questions, she may contact me directly at ***We apologize again and appreciate the opportunity to address
this matter. Please feel free to contact
me if you have any further questions or concerns.Sincerely,*** ** ***Regulatory
Complaint SpecialistSears Holdings
Corporation*** ***

*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding Sears Home
Service and repairs to her refrigerator
*** ***, Sears Home Services, Technical Manager provided the following response:
During a service call on Monday, October 19, 2015, repairs to Ms***'s refrigerator have been completedAfter the technicians were done with the repairs, I spoke with Ms***, who confirmed that the repairs were completed to her satisfactionSears Home Services does apologize to Ms*** for the inconvenience she encountered while waiting for the repair to be completedThat said, we ask that 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 Claims Specialist
Sears Holdings Corporation
***@searshc.com

I bought a *** Elite dishwasher from my local Sears store The dishwasher worked for about months During the months, the dishwasher cleaned worse than my old and worn out dishwasher The dishwasher stopped working at the end of month I called to get a technician out to work on the dishwasher and it appeared the tech did not want to come out since he called me and told me how to fix it His fix did not work I called Sear again and was transferred times before someone would talk to me long enough for me to explain the problem The sears employee gave me a return authorization to return the dishwasher I removed the dishwasher and hauled it to my local Sears only to be turned away because I was outside the day return policy I returned him, reinstalled my dishwasher I called Sears to reschedule a repair I had to take a vacation day from work to have someone come out I received a call saying a tech was on his way hours later and no one arrived Sears said they have no record of the call and will rescheduleI cannot take another day off, burn another hours of vacation to wait for Sears It is time for Sears to close their doors I have never had to seal with such rude employees, unnecessary delays no the phone, and employees who obviously don't care The dishwasher I bought is terrible I will never set foot in a Sears again

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * ***
class="InsideAddress"> Dear *** *** We have completed our investigation of Ms*** complaint that her washer pedestal is not a covered item under her Master Protection Agreement (MPA) It is unfortunate that we failed Ms*** expectations with the replacement policy of her MPAUnder the terms and conditions of the MPA, Section 13d clearly states: Replacement of Covered Product will not be authorized for product mismatch; product upgrades; components or accessories such as but not limited to thermostats, pedestals, TV stands and 3D glasses We also understand that MsWashburn has asked for laundry reimbursement for not having the use of her washer from July 10, to July 19, which is the date she was informed that she had been authorized for a replacement of the washerUnfortunately there is laundry reimbursement under her MPA but we can offer her the onetime $gift card for the service Guarantee since we were not able to repair her washer on the first tripA message was left on Ms*** contact number providing this information and offerIf Ms*** would like to accept the $gift card she need only contact me via email at *** or phone at *** and we will be happy to process the gift card Since we have explained why we are unable to honor her request for a replacement of the washer pedestal we have closed our case pending Ms*** reply regarding the $service guarantee Sears gift card We apologize to MsWashburn 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

November 19, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** *** complaint
regarding her recent online
order.We would first like to apologize for any inconvenience
*** *** may have experienced with her online orderWe sent an email
correspondence to *** *** to inquire if she had received the return label
that Sears Online had sent to her and she indicated that she had not on
November 11, Therefore, we made the decision to issue a refund back to
her *** account ending in ***Additionally, we explained that she could
dispose of the product to her discretionHowever, on November 16, 2015, *** *** had indicated that she received the label and shipped the item back via
*** Again we apologize for any inconvenience and we hope that in the future she
will allow us another opportunity to provide her with a better example of
customer serviceSince a refund has been issued, we respectfully ask to have this
matter closed, pending her receipt of the credit We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * ***
class="InsideAddress"> Dear *** *** We have completed our investigation of Ms*** complaint regarding services for her Kenmore range As of September 1, our service technician documented that Ms*** still has an infestation of roaches and this is within the rangeMs*** indicated she had an exterminator out to her home on August 27, that should be plenty of time to have the fumigation to have exterminated the existing infestationSince there was still evidence of the infestation on September 1, Ms*** may need to contact *** regarding their policies That being said our service technicians will not work on an appliance with an existing infestationIt is also important to note that although Ms*** warranty does not specifically state roach infestation is not covered it does state that the range is warranted against defects in material and workmanshipIt further states that the warranty covers only defects in material and workmanship and will not pay for damages to or failure of the appliance resulting from accident, alteration, abuse or misuseAn infestation is labeled as an abuse of the appliance Ms*** did purchase a Master Protection agreement and the MPA, section Limitations of Coverage states: cRepair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature Therefore once the infestation has been eliminated Ms*** will be responsible for the cost to repair her range once the range has been repaired and is in working order her manufactures warranty as well as her MPA will be reinstated and will cover any future repairs due to material defects or workmanshipAt this point in time we do know that the control board was shorted out due to the infestation and will need to be replaced but without doing a complete diagnostic of the range we cannot determine if the infestation has effected other parts in the range Since we have explained why we are unable to honor Ms*** request to replace her range or to have the needed repairs covered by her warranty we have closed this complaint We apologize to Ms*** 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, *** ** *** Regulatory Complaint 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,
*** ***
*** charged $13.82, postage was not prepaidThough satisfied 90%
Package is already shipped on 25th January as per instruction and labelShipping cost $Since I never got the answer for return the merchandise, my credit card charged me $which includes late feeI hope I get reimbursed for those cash I spent which includes $and $