Sears Holdings Corporation

April 4, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her online order and delivery experience We would first like to apologize for any inconvenience *** *** experienced with this transactionWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the order we reached out to Sears Home Delivery and they have indicated that Sears processed an even exchangeAccording to their records the exchange was delivered on March 17, We have emailed *** *** regarding the complaint she filed on March 15, 2016, and asked that she reply to us via emailAdditionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** *** 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

Initial Business Response /* (1000, 5, 2015/07/20) */
Contact Name and Title:***
Contact Phone: XXX XXX XXXX XXXXX
July 20,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear
Ms.***
We have completed the investigation of Mr***'s complaint regarding his recent online order
It is unfortunate that we failed Mr***'s expectations and we can understand how the series of events detailed in his complaint has caused him to file this complaintWe regret that this incident occurred, and we can assure that Mr***'s concerns have been forwarded to management for review so that future problems of this nature can be avertedWe spoke with Mr*** and he confirmed that the local store was able to resolve the matterAs a gesture of goodwill, we have issued a $gift card which will arrive in the mail within ten to fourteen business daysAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer serviceIn 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,
***
Regulatory Complaint Specialist
Sears Holdings Corporation

November 3, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611*** * *** *** *** *** ***We have completed the investigation of *** *** complaint
regarding her recent purchase We apologize that *** ***
dryer failed to meet her expectations*** *** seems to believe that her dryer
is defective somehowHowever, there are no known defects or recalls reported
by the manufacturer on her modelThe reality exists that no matter how high
the quality is on the items we sell, the potential always exists for a product
to failWe also understand how frustrating this can be to a consumer,
especially after the manufacturer’s warranty has expired and covered repairs
are not an optionIt is for this reason that Sears, and most other retailers,
offer some sort of extended warranty coverage.
In the past, it could be argued that this was not always a wise
purchase, since many retailers would make frequent exceptions to their return
and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of
these courtesies, most retailers had to abstain from this process and curtail
the widespread practice of making these exceptions. It is always the customer’s choice 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 decisionSince *** *** did not purchase any extended coverage, and
her manufacturer’s warranty expired in July, any repair or replacement costs
would now be her responsibility
According to the return policy
listed on *** *** purchase receipt, she had ninety days to return or
exchange the dryer if dissatisfiedIf there had been some sort of defect, we
feel it would have been manifest much sooner, but we have no requests for
service on file before nowAs we noted above, we will not be able to grant *** *** request for a replacement or a refundHowever, we are willing to waive
our fees for a technician to examine the dryer and determine what the cause of the
problem isAfter that, we may be able to assist more, but cannot say without
knowing what the cause of the issue isAs far as the allegedly damaged
clothing is concerned, there were no provisions under her manufacturer’s
warranty for compensation of any kind, including incidental or consequential
damages *** *** may contact our
third party claims administrator, *** ** *** *** if she wishes to pursue
that matter thoughShould *** *** decide to accept our offer, I may be
reached during business hours via email at *** This
offer is only valid for days from the date of this letter; after that, it
will be null and voidOtherwise, since we are unable to provide a replacement or
refund due to the aforementioned reasons, but we have proposed an alternate
resolution as a courtesy, we ask that this matter be closed.
Again, 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 Complaint Specialist Sears Holdings Corporation *** ***

Initial Business Response /* (1000, 7, 2015/07/16) */
July 16,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** - *** ***
Dear Ms.***
We have completed the investigation of Mr***'s complaint
regarding his delivery experience
We would first like to apologize that many factors resulted in Mr***'s delay in completing his delivery within his requested time frameWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Mr***'s concerns, we would like to reassure him that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come
After reviewing Mr***'s complaint and our records, we were able to determine that due to the manufacture not being able to fill Mr***'s order, the delivery date was not metThe delivery was rescheduled and completed on June We hope that Mr***'s purchased appliances will provide him with long term satisfactionAt this time, since the delivery of Mr***'s appliances have been completed, 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,
***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct XXX-XXX-XXXX
***@searshc.com

Contact Name and Title: MELISSA ***September 21, 2015Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Allan *** - # 94568798Dear Ms***:We have completed the investigation of Mr***'s complaint
regarding his refrigerator repair.First, we would like to apologize to Mr*** for failing his expectations in regard to his refrigerator repairAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkAccordingly, we forwarded Mr***'s complaint to the District Service Manager and Routing Manager for review and we are confident that his concerns will be thoroughly addressedOn September 19, 2015, the technician returned to Mr***'s home to install the part that was previously ordered; completing the repairAs a conciliatory gesture for any inconvenience Mr*** may have experienced, we have submitted a request for a reimbursement check to help compensate Mr*** for the ice he purchased while waiting for the repair to be completedA check request for $was submitted on September 21, 2015, and should be received by Mr*** within the next two weeksAdditionally, we have purchased a six-month Master Protection Agreement (MPA) for Mr***'s refrigerator; the coverage will begin on September 25, 2015, upon the expiration of the manufacturer's warrantyIn summary, since we have completed the repair to Mr***'s refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.Again, we apologize to Mr*** and we appreciate the opportunity to address this matter.Sincerely,Melissa ***Regulatory Complaints Specialist

Complaint: ***
I am rejecting this response because:
It is not the complete truth The range connection still leaked gas and was red flagged by *** ***, who also said the previous connection leaked gas bad I had to go to the doctor from so much gas fume inhalation *** was supposed to get back with me but never did for an additional $credit for the damaged range, which I was reluctant to take in the first place but was threatened that they would just take the stove away That was before I found out the leg was missing from the range and the bottom was also bent up and before I found out the pedestal didn't work due to a bent leg boltThe washer pedestal isn't usable due to a bent leg bolt, the range is missing a leg and not only bent on the side it is bent on the bottom I have reported all this to *** at the store and *** *** and have received no responseI have knowingly been exposed to toxic gas fumes by faulty installation twice, been threatened to take damaged appliances or buy somewhere else and after mos still do not have a usable undamaged range and washer pedestal that is usable, and my refrigerator wheels don't roll as they should and drag on one side
Sincerely,
*** ***

On September at hours, a telephone message from the Sears Store Manager *** Sears Auto Center: *** *** *** was left on our telephone
On the same day at hours, the call was returned by *** *** stated he would issue a "good faith credit" in the amount of $cash but that he was going on vacation and he would return on October 4, He also stated he wanted to personally handle it"
Although this amount did/could not cover the damage that was done, we waited but, to date, we did not receive a follresponse from *** or from anyone at SearsYes, we are still waiting to hear from Sears!
We strongly believe we have done our part in waiting for Sears to reimburse for the damage they have done to our vehicle and for the money they have caused us to spend due to their miscalculation and carelessnessWe still expect to be reimbursed in full by Sears for the total amount stated in our initial complaint
We humbly request your additional assistance in following thorough with this matter to an effectual resolve
Yours truly,
*** *** *** ***
***

Initial Business Response /* (1000, 10, 2015/10/02) */
October 2,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed our investigation of Ms.*** complaint
regarding lawn care benefits under their Repair Protection Agreement (RPA)
We regret that the misinformation he received regarding lawn care caused him any inconvenienceIt is true that there was a change in the terms and benefits in June of this year under the RPA but this only affects those RPA's that were purchased in June of and afterSince the*** purchased their RPA in this change does not affect their current coverageIf they chose to renew the RPA in then the new terms and conditions will apply at that time
With that being said we have processed a check for the lawn care reimbursement in the amount of $I have provided Mr.*** with my direct contact information if they are still in need of assistanceIn the mean time since we have processed the promised lawn care amount of $and this was accepteable to the*** we have closed our case
We apologize to Ms.*** on behalf of Sears Holdings Corporation and 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
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company agreed to provide the promised amount of $

January 31, *** *** 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 request for a return and refund It is unfortunate that we failed Ms*** expectations and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that Sears Online is showing a large amount of orders due to the season and the product this particular vendor sells which is why there has been a delay in arranging a pickupSears Online has received the request to pick up and return the product but ask to allow time for the vendor to make the arrangementsMs*** will hear from the return shipper shortlyAdditionally, 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, since Sears has made a commitment to return the merchandise and issue a full refund, we respectfully ask to have this matter closed, pending the pickup date 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

Don't buy from Sears
This is the worst company and the worst customer service have ever experiencedI have a defective mattress that collapsed upon the first week of delivery Sears refuses to send an inspector Instead they are making me file a Comfort Warranty claim after having the mattress for thirty days Are they serious? This is ridiculous

Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Tena A ***
class="InsideAddress"> Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her riding mower We would like to take a moment to explain that when Ms*** contacted Sears for service on April 27, she informed the repair agent that her riding tractor was losing powerAs is our policy, when our agent saw that Ms*** was outside her warranty and the repair protection agreement she did have on the mower had expired she was offered a Service Smart Agreement (SSA)This is a service agreement that is available for our customers for an item that is already not workingOur customers are given the opportunity to purchase this one year service agreement to cover repairs up to $500.00, if the repairs are over $our customer is given the option to pay for the cost over the $repair limit or they may choose not to have the item repaired and will be provided with an in store replacement credit of $ Ms*** chose to purchase this service agreement on April 27, for $plus tax; Service was then set for June 16, Our service technician found that the tractor had caught fire and the Engine, fender consoles and the battery would need to be replacedOur service technician stated that it appeared that the fire was due to a leak in the fuel line or that too much gas was put in causing it to leakThe cost of the parts to repair is approximately $1600.00, this does not include laborMs*** elected not to pay the repair amount over the $that is covered under her SSA and requested the $voucher to replaceThis was set up for Ms*** and is still in effect It is important to note that items like breaks, tubing, filters and such are items that are expected to need replacing from time to timeGenerally these items are checked for wear and tear at the time of a tune up which the manufacture recommends having done at either the beginning or the end of a mowing season and replaced at that timeOur records show that we have performed one tune up on Ms***’s tractor in There were several services in and these services were replacement of the pulley and mower belts these items would not have contributed to the issues with the fuel line Ms*** indicates she was referred to SedgwickSedgwick 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 Sedgwick’s actions; their decision on any claim is finalMs***’s claims examiner is Carlos *** *** his direct number is 847-645-and his email is: Carlos.***@sedgwickcms.com Ms*** will need to contact him directly for the results of their findings Since we have addressed Ms***’s issue and explained why she was offered the $voucher under the terms and conditions of her SSA and explained why we are not able to honor her request to raise the replacement amount another $we have closed our case We apologize to Ms***’s 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*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com

Complaint:
I am rejecting this response because:
Brian is the Sears Hometown Store in Foley Alabama who I buy all my Kenmore/Craftsman products from.
I see that the Revdex.com has given Sears Holding an A+ rating. I also have read the number of complaints the Revdex.com has handled for SearsSears has not made a good faith effort to resolve my Kenmore Elite Washer problemI am following the 'chain of command' to resolve my problem at this timeRespectfully,
Judith Ann ***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Mary *** ***#Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her complaint regarding the delivery and hook up of her new washerPrior to receiving Ms***’s complaint, she was connected with Mr***, case manager from our Executive Member Services DepartmentI personally spoke with Mr*** who informed me that he has been in contact with Ms*** on December 14, and they discussed her concernsMs*** has agreed to send Mr*** a copy of the plumber’s bill and once received, a check will be processed to reimburse her for the plumber’s billMr*** can be reached by calling 1-888-266-ext** or via email at robert.***@searshc.comSince Mr*** has agreed to reimburse Ms*** and he is waiting for her plumber’s bill, we see no reason to keep this complaint open and ask that it be 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 concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

August 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** *** Dear *** *** We have been unable to complete the investigation of Mr* *** complaint
regarding his dissatisfaction with the quality of the washer that he purchased and his request for an exchange
We made multiple attempts to contact Mr*** and left voicemails with our contact informationSince he has not responded, we are unable to resolve Mr* *** issue until we have the opportunity to discuss the matter with himWe reviewed the service notes, and the technician noted that the noise issue was non repairableWith that being said, since the washer is still within the manufacturer’s warranty, we will offer Mr*** an exchange on the washerIf Mr*** would like to exchange the washer, he may contact me within on or before September 12, at (*** *** In the interim, we will consider this matter closed, pending his response
Again, 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
*** ***
***

August 29, Nita ***
class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Nikki *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her dryer repair First, we would like to apologize to Ms*** for failing her expectations in regard to her dryer repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint on August 25, 2016, we contacted the local office for assistance. Laurie *** with unit *** subsequently called Ms*** to apologize for the issues she experiencedAdditionally, she provided Ms*** with her contact information in case she had any further questions or concerns. An appointment was scheduled for August 26, 2016. The technician found that the lock on the dryer was broken so he went to a local vendor and picked up the part so he could complete the repair. Additionally, he found that the dryer vents were in need of cleaning and advised Ms*** to schedule a duct cleaning as soon as possible. Ms*** tried to obtain an immediate duct cleaning appointment for Ms***, but Sears Duct Cleaning was already overbooked. Ms*** left Ms*** the telephone number so that she could call and schedule an appointment for a later date. With that said, since we have completed the repair to Ms***’s dryer, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding repairs to his refrigeratorWe have been advised that another service provider completed repairs to Mr*** refrigeratorThe refrigerator is question is covered by the Sears Home Warranty which is administered by *** *** *** Services (CCHS) not SearsIf MrBilberry has any additional questions or concerns regarding this repair, he will need to contact CCHS at ***At this time, since we have noted the repairs have been completed, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

November 10, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** *** *** *** ***We have completed the investigation of *** *** rebuttal regarding the repair of his oven.We have received *** *** rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received, we are unable to grant his request for additional compensation. The fact remains that *** *** purchased a Master Protection Agreement (MPA) incorrectly. It should be noted that in order to purchase a MPA, the unit must be in working condition and *** *** oven was clearly notAt this point, we are unable to repair *** *** oven and will not make any further attempts to repair it. *** *** should contact *** *** with his warranty coverage concerns. Unfortunately, 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 grant. Because we value *** *** patronage, as a one-time customer courtesy, we have processed a bank check in the amount of $to refund him the cost of his deductible that he paid Sears initially to repair the oven. The check will be received in 7-business days to the address listed on this complaint. That being said, we feel that refunding *** *** $for the cost of his deductible for repair of his oven is relative to the circumstances and our decision is final. 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,*** *** *** ***

June 30,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to the response we provided regarding the problem she encountered when she attempted to return the lawn mower after the 30-day return period
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied that with the delay in the repair process, the fact remains that the lawn mower has been sent for a warranty repairAs a courtesy, we did contact the service unit and requested for the repair to be expeditedAs previously mentioned, if the technician deems the lawn mower unrepairable then it will be replaced under warrantyAs this decision is commensurate to the circumstances, we have closed our file
Again, 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 Complaint Specialist
Sears Holdings Corporation
*** ***
***

October 19,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** *** Dear Ms*** We have completed the investigation of ***s complaint
alleging that he was informed that the Repair Protection Agreement (RPA) provided a benefit of free annual maintenance and in-home service visits
We would like to clarify that our RPA’s have never come with coverage for free maintenance or check-ups, and lawn equipment only qualifies for RPA contractsSo while we do have a Master Protection Agreement (MPA) that gives annual maintenance, that contract has never been available for purchase on lawn and garden equipmentA MPA is only available for appliances, so there would not have been any reason for a sales associate to advise Mr*** that his RPA would provide this benefitMr*** did purchase a MPA for his dishwasher, and the annual maintenance benefit is available for that appliance
We contacted Mr*** and discussed the agreement coverageHe confirmed that he was provided a copy of the agreement termsWe advised Mr*** that the agreement for his snow thrower does include in-home service visits; however, his lawn mower is considered a caritem and he would have to drop it off for repairWe offered to schedule a service appointment for an in-home visit if the snow thrower needed a repairMr*** stated that the snow thrower did not need to be serviced at this time
Mr*** inquired about the repair estimate for the lawn mowerHe alleges that when he was sold the RPA and he was told it would cover everythingWe reviewed the service order notes and the technician noted that the crank shaft is bent causing the unit to vibrateAs clarification, the only way to break or bend the crankshaft is by having the blade come into contact with something hard enough that it stops the crankshaft so suddenly it breaksThis is considered customer misuse and is not covered by any manufacturer or service contractMr*** has agreed to pay for the repair of the lawn mowerAs a good-will gesture, we have offered Mr*** the option of a discount towards the purchase of a new lawn mower from SearsIn the interim, since we have addressed the issue brought forth in Mr***s complaint, we have closed our file pending a response from Mr***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
*** *** ***

My family purchased a refrigerator, stove, microwave, dishwasher, washer and dryer in the summer of On late January, the top end *** Refrigerator that we purchased stopped working We called and got an appointment on the following Monday Feb 1st A repairman came out and added Freon Still did not work, and they came out the next day on Tuesday, and changed the Freon again...still did not work Then had another appointment scheduled and no one showed up and no one called So I called to find out what happened and they said he got tied up and could not make it So I assumed he would come back the next day...but NO they said there was no appointment available and put it back more days Then on that appointment day, the repairman came out and looked at the fridge for minutes and said the processor board probably is bad Ordered it and now it is another week to get that put in...we are coming up on ONE MONTH since our WARRANTIED, Sears Kenmore Fridge has been out of service...we have been without a fridge for weeks Customer service, which I believe is out of the US, has been completely UNHELPFUL and unsympathetic I find this unacceptable!!! Don't buy from sears is all I can say!