Sears Holdings Corporation

*** *** *** ***
*** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** ** *** * * *** *** *** *** We have been unable to complete the investigation of *** *** complaint regarding Sears Home ServicesFirst, we would like to apologize to *** *** for failing her expectations in regard to her recent service call. Upon receiving *** ***’s complaint, we contacted the local service unit for assistance. A tentative repair appointment was scheduled for March 21, 2016, but the appointment was canceled by *** *** on *** *** ***. Since the cancelation, *** *** with our Member Advocate Team has tried to reach *** *** to see if she would reschedule. Several attempts have been made to contact her, but she has not responded to the messages leftWe value *** ***’s patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call *** *** at *** *** at her convenience. In the interim, since we have documented *** ***’s concerns and we have made a concerted effort to reach her, we ask to have this matter closed Again, we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

*** ***
Revdex.com
0in 0in 0pt" class="InsideAddress">North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding the denial of covered service on his washer
We have reviewed *** *** service history and our records show that it was our determination that the washer has been used to wash large horse blankets as the unit is located in a horse barn. Because the washer is being used in a capacity that it is not meant for, this voids the protection agreement and thus the washer is no longer covered under any type of extended agreement. We would like to note that *** *** has been verbally abusive to our technician and our offices will not be going to his home in the future. That being said, our offices have submitted paperwork to have *** *** refunded the prorated cost of his protection agreement that has since been cancelled due to misuse. Because we have addressed *** *** complaint, 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
***
***

November 5,
2015*** ***RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** *** ** *** Dear *** ***We have
completed our investigation of *** *** complaint regarding the
availability
of service for a needed repair of his water heater. In regard to the delay *** *** experienced
receiving service, unfortunately, we do have times where the demand for service
outweighs the technicians on hand and we are aware of how frustrating this can
be for our customersThis is especially true in more remote areas such as
where *** *** livesThat said, we do try to expedite service if at all
possible in situations where a consumer’s water supply may be affected, but it
is not always possibleWe want to assure *** *** that his concerns have been
heard and they will be forwarded to the appropriate parties According to our
records, *** *** spoke with our customer service agents on at least two occasions
regarding this issue and they offered to provide him with a $gift card as
well as purchase an additional months of coverage on his behalf for the water
heater as a courtesy*** *** accepted both offersOur service database
reflects that the installation of the parts needed to resolve this issue is scheduled
for Monday, November 9, We will be sure to make sure that this service is
monitored to ensure that it goes as plannedIn the future, we would like to
suggest that *** *** drain and flush his tank at least once every
months like the manufacturer recommends since it seems that at least part of his
issue could have been prevented had this been doneIn light of the aforementioned
information, we respectfully ask that this matter be considered closed 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,*** *** *** *** *** *** *** ***

December 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * *** Dear Ms*** We have completed the investigation of Ms***
complaint regarding her dissatisfaction with the quality of the service provided on her refrigerator and the charges she incurred for the repair
According to our records, Ms* *** purchased the refrigerator on March 3, and the manufacturer’s standard one-year warranty expired on March 3, However, it does have a year limited warranty on sealed system and a year limited warranty on the compressor; both limited warranty will cover the parts and the consumer is responsible for the laborOn November 23, our technician installed a compressor, condenser, and a dryer assembly which are parts covered by the limited warrantyThe cost of the repair was $for the parts and $for the laborWe apologize that the technician did not list the parts under warranty and requested for Ms* *** to pay the full of amount dueThe technician noted that Ms* *** refused to pay any part of the invoice (including labor)Regrettably, the refrigerator stopped working again and our technician returned on November 29, to reassess the refrigeratorHe found a restriction at the freezer evaporator and ordered another partThe part ordered was again covered by the manufacturer’s limited warrantyOur technician returned on December 9, and installed the partThe cost of this repair was $for the part and $for the laborMs* *** refused to pay for labor again
We reached out to Delores ***, Supervisor for Service Unit *** to assist with Ms*** complaintMs*** contacted Ms* *** and offered to monitor the repair processMs*** discovered that the refrigerator purchase and warranty information was listed under Ms*** previous addressThe service provided was listed at a different address; therefore, the manufacturer’s limited warranty was not listed on the created service orders and the invoice for the repair was listed as a non-warranty repairThis required for our technician to collect full payment, not just the labor costFor customer satisfaction, Ms*** instructed Ms* *** to contact her directly if she receives any invoices for the service provided and she would waive all charges, including laborSince the refrigerator has been repaired at no cost to Ms* ***, we have closed our file
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
*** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
class="InsideAddress">*** *** *** * *** *** *** *** We have not fully completed our investigation of *** *** complaint regarding service experience We apologize for the delay in responding to this complaintWe are currently waiting the completion of service for *** *** washer scheduled for March In the interim *** *** can contact the service unit directly at *** We apologize a*** 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 *** *** ***

February 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** ** Dear *** *** We have completed the investigation of Mr*** complaint regarding missing points on his SYWR account As of February 6, 2016, Mr*** account was credited with the missing $worth of pointsIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr** 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 *** *** ***

April 20,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** ***
*** We have completed the investigation of *** *** complaint regarding the problems he encountered with the delivery of his refrigerator and his allegation that the delivery damaged his floor during the deliveriesUpon receipt of *** *** complaint we reached out to Delivery Recovery Specialist *** *** to assist with his complaint*** *** contacted *** *** and they discussed his concernsShe requested that he forward the pictures of the damage*** *** explained that once she received the photos, she would contact the delivery carrier and request for the damage claim to be reviewed againOn April 20, *** *** conferenced *** *** with our delivery carrier and the damage claim was re-opened and a settlement of $was accepted by both partiesThe $check will be voided and a new check for $will be processed and delivered to the *** *** As for the damaged refrigerator, *** *** offered to process an even exchange and *** *** accepted the offerHowever, *** *** stated that, due to personal issues, she would contact *** *** once she was available for deliveryIn the interim, 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 unwarrantedIf *** ** *** *** issue is not resolved to their satisfaction, they can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this timeAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

I purchased a *** YTlawn mower from Sears in I did all of the required maintenance in the owner’s manual and the mower has worked well for the last seasonsThis spring I mowed my lawn times without issueThe 3rd time my lawn mower came to a stop and would not turn overI called into customer service looking for information on my warrantyThey told me I did not have a warranty any longer, but they could send a tech out to review the problem for $and I scheduled that for 6/After that I called a local shop to see if they could look at it sooner and for what costI took it to a local shop who checked it out for freeAfter a review they determined the crank shaft was broken and a new engine would be requiredThey said it looked like a factory defect and were very surprised to see this happen on such a new mower that was clearly well maintainedThey quoted me $to replace the engine but recommended I call the manufacture to see what they can doI was very disappointed as the lawn mower is so new and I do all of the required maintenance per the owner’s manualAfter that I did some online research on my mower and found out this particular engine (HP ***) has been discontinued by *** and ***I also found many online complaints about the exact same problem I haveI then decided to call Sears customer service again to see what could be done considering the situationThe customer service rep explained that I can purchase a year extended parts and labor warranty since the mower is so new and that will cover the full repairI explained that the engine has already been reviewed and I know it needs to be replaced so I want to make sure buying an extended warranty will cover the full replacementI was told it willI asked “if the cost to repair is over $1,does that mean I only pay the $299” to which the response was “yes.” I paid $for the warranty agreement and felt okay about that (not great as I didn’t feel I should pay anything for such a new mower, but okay nonetheless - $is still less than the $I was quoted from the local shop)I asked to receive a copy of the warranty agreement to I can review and we scheduled the repair/review for 6/(today)I never received a copy of my warranty agreement before the tech came, but I wasn’t worried about it (why would I be?)The tech came out and told me the engine needs to be replaced as the crankshaft is brokenThen he told me that will cost $and my warranty covers a max of $so I would need to pay the difference of $That is a total of $(including the $warranty cost) which I told him that is not true (if it was, why wouldn’t I just have the shop it was already at repair it for less??)I told him I discussed this exact scenario with the customer service rep (as I was confident in the problem) to which they explained the warranty would cover the cost of the engine replacement (no max discussed)He was very cordial about it and gave me a number to callA few hours ago I called the Sears warranty group and they told me the warranty I have has a max of $I explained that cannot be right as I was not told that when I bought itThey told me what I was told does not matterThe fact is my warranty only covers up to $I told them that makes no senseI knew my engine had to be replacedI knew that would cost well over $Why would I have the lawn mower transported from a local shop back to my house just to pay more to have someone else replace it? They were very unwilling to helpI asked for a supervisor to which I was told that won’t make a differenceI said that is fine, just please transfer me anyways and I got put on hold for minutes before I gave up and called back inWhen I called back I asked for a supervisor again and was instead transferred to customer serviceCustomer service listened to my story (which was appreciated – the warranty group talked over me and told me I was wrong and did nothing to help) and recommended I write this emailSince then I called a few more groups within Sears trying to bring this to resolution It is quite clear that they do not care about the consumers experience and did not care about resolving this issue I was transferred between many groups and usually ended up on hold for an extended period before I just gave up The customer service people don’t have the ability to create a case for reference or send an email – so each time you call you have to re-tell the same story all over againI tried emails, phone calls and multiple departmentsThe entire process was incredibly frustrating And the end I finally got them to just cancel the agreement I am still left with a nearly new lawn mower that doesn’t run and need a new engine And Sears is just fine with that!!

March 8, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his non-receipt of a rebate We would first like to apologize for any inconvenience *** *** may have experienced with this matterWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We reached out to *** *** via email and offered to send the rebate to him in the form of a check which he agreed toWe processed a check today March 8, 2016, for $which will arrive in the mail within to business daysFor *** *** records the receipt number is ***Additionally, we hope that in the future *** *** will allow us another opportunity to provide him with a better example of customer serviceIn 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

I placed an order, on December 2nd, Order #***,which I never got a store pickup notification for the order, so I called the store, they said will get it next day (which didn't happen), I requested cancellation of the order, which didn't happen, I called again on December 10th to get cancellation, still nothing happened, then on December 17th I get an email saying we can not cancel you order as it has already been picked upI called right away to customer service, as the local store (Watchung, NJ) phone never gets picked upAfter hours with them on the phone, they connected to Store Manager and he confirmed he will process the refund Again on December 27th as I didn't get any refund, I called back and they gave me the same talk about the refund I am yet to receive a refund from SearsI am very surprised at their business practices and not fixing their own problem This is fraud of keeping my money when I asked for my refund multiple times

Complaint: ***
I am rejecting this response because:
From you reply, what I understand is that Sears never gave out the product to the 'ordered person' based on proof of identity or just two forms/documentsPlease confirm.I have told Mr*** that I am the person who ordered the item, and I gave the order pick up print out form and New York State valid driver's licenseHis attitude was nasty and rudeI strongly feel that I am being discriminated. More over Mr*** told that New York State Valid Drivers license is not a valid form of Id to pick the itemI strongly feel that I am being discriminated hereIn a telephonic coverRecently Sears business office complaint center told over the phone that Valid driver's license is a form of id to pick up the itemFrom your reply, I also understand that only in the past Sears gave out the products based on ID or just two forms/documentsAnd Sears stopped that practice of giving out products based on Id and now Sears requires all three forms/documents if the pickup person is the 'ordered person'Please confirmI am taking this as a very serious, because the attitude of Mr*** was nasty and rudeMore over I strongly feel I was being discriminated hereAlso Mr*** told that New York State license is not a valid form of IDYou mentioned that Store was correct because they asked all three documents for giving out the productBut I strongly feel that if I was an Italian, I will not be harassed like this
Sincerely,
*** ***

July 29,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re: #*** * *** ** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his cancelation of a service order where a part was ordered and the delay he had encountered in receiving a refund
We would note that when an estimate is accepted and a part is ordered, there is no way to stop the part order once it is in processThis means that in order to issue a refund if the consumer changes their mind, the part has to arrive, be rejected at the moment is being delivered or have a call tag issued or a tech dispatched to pick it up, and then return it back to the warehouseAt this point it should then generate a notice to our billing department to issue a refund, but this does not appear to have happenedInstead, our customer support group spoke to Mr*** and since a refund had not yet been processed, the processed this for $on June 29, 2016, back to the credit card ending in ***This should have posted by now to Mr*** account, but if it did not, he is welcome to contact me via email or phone for further assistancePlease be aware though that I will be out of the office starting today and will not be returning until August 8, In the interim, since our records indicate that a refund was processed a few weeks ago, we have closed our file
We apologize to Mr*** 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
Direct Line: ***
Email: ***

July 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** * *** Dear Ms***:
We have completed the investigation of Ms*** complaint
regarding her dissatisfaction with the performance of her washer and her request to exchange both the washer and dryer after our day return period
As clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyOur return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a large appliance purchase
According to our records, Ms*** made her purchase on March 6, 2016, and did not contact us until May 23, to report that she was dissatisfied with the performance of the washer; she was clearly over the 30-day “hassle-free” return periodOur tech support team provided Ms*** some suggestions on the usage of the washerOn June 6, Ms*** called again and service was scheduled for a technician to assess the washerOur technician determined that the unit was working as designedOn June 10, Ms*** contacted our Customer Solutions team regarding her dissatisfaction with the washerAn exception was made by Customer Solutions due to the issues and she was offered an exchange on the washer with a 15% restocking feeAt that time, Ms*** declined the offer but she called again on June 28, to accept the offerThe notes indicate that Ms*** mentioned that she wanted to research before she found the item she wants to have in her homeThe next several days Ms*** continued to call and requested that we exchange the dryer in order to have a matching setMs*** was reminded that an exception was made and the offer was for the exchange of the washer only, not the dryerMs*** called again on July 9, with her selection and agreed to the exchange the washerThe exchange was processed and the washer was delivered on July 12, As far as Ms*** request for an exchange of her dryer is concerned, we did not find that this was warrantedAs this decision is commensurate to the circumstances, we have closed our file
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
*** *** ***

Terrible customer service! I bought a washer/dryer combo from the Sears Outlet Appleton WIAfter not receiving the correct instruction for delivery the product was not set upI waited hours for this deliverySo when we set it up it was not in working conditionThe next step after an 1/try to get in contact with the right people I had to set up an appointment with a technician which was a hour time slotThe tech deemed the product in not working condition so I had to send it backSo I called the store Now I have had 61/hours off of work for a bad productI needed to set up a time for them to pick up the productAfter about call and hang ups from being transferred we had a timeSo the night before the pick up I got an automated call saying the wrong pick up time, this happened while I was at work so I stepped outside to call the store and figure it outSo after along conversation thing where back on trackI was ensured they would be there at the time we had discussed earlierThen the morning of the pick up comes and I get a call that they will not be coming at that time and would be coming later that eveningI work at that time so this hour time slot would not work for meAfter another lengthy conversation I will not be returning it on that dayHad to reschedule for some other hour time slot that I have no say in to get this junk product out of my house so I can get a new oneSo I have spent 10+ hour and this issue is still not resolvedNot to mention all the extra time and $ at the Laundromat
Sears has offered nothing in form of compensation or really and sort of decent customer serviceI work two jobs one at a company with employees and another at a local major bar and grill and I will be sure to mention this horrible experience to everyone I can! Thank you Sears for showing me what truly TERRIBLE customer service is!!!!

Trying to get lawnmower fixed through Sears is a complete jokeWe will never buy from Sears againThey call us to shedule and let the phone ring one time and we answer they hang-upWe try to call them back and you transfered and put on hold and then you reach someone in India and lucky to understand themTook a day work so they can come out and fix our mowerNot a happy camperWhen they come to the house to fix it they left without making sure we were homeIt was the repair center out of Vancouver, WAIs there another place that does repairs besides Sears?

July 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her Covershield bar set cover We have spoken with the manufacturer, and they are sending Ms*** a replacementThe manufacturer’s warranty would be administrated by the manufacturerIf there are any further issues in the future, Ms*** may contact them during business hours at *** *** In light of the aforementioned information, we respectfully ask that this matter be considered closedWe 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 *** *** ***

Nita *** Revdex.com North Wabash Ave, Ste#*** Chicago, IL
align="left"> Re: Shirley *** # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears and solicitation calls to her home We have added Ms***’s name, address and phone number into ur do not promote systemTypically it can take up to days before all contact is stoppedWe truly apologize to Ms*** and appreciate the opportunity to address her concernsThat said we ask that this complaint be closedWe 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

July 18,
class="InsideAddress">*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have been unable to complete the investigation of Dr*** complaint. Although Dr*** provided his name and address in the complaint, we need *** *** address; it is our understanding that refrigerator is located at Mr*** home In order to locate the service order and to investigate this matter thoroughly, we ask that Dr*** provide Mr*** repair address and telephone numberWe would appreciate it if Dr*** would respond to this correspondence with the requested informationIn the interim, we ask to have this matter closed, pending a response from Dr***. We apologize to Dr*** and Mr*** for this issue and we would appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

September 24,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have completed the investigation of *** *** rebuttal
Once we received *** *** rebuttal he was contacted by *** *** the District Service Manager, he had *** *** take his vehicle to the *** Auto Center to check and review the work that was doneOn Friday, September 18, *** *** took his vehicle into the center and his rotors were resurfaced at no charge to himAs it is our understanding that this resolution was acceptable to *** *** we have closed our case
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
*** ***
***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I had a replacement cardI was told that it had to be the SAME card or they would not be able to issue the returnWe you receive a replacement card the number and expiration date will not match the original card and therefore will not be able to bring up a previous purchase as the purchase is link to the original cardAt the time of I was purchasing the Christmas sweaters I brought it to the cashiers attention that KMART website list a different price for the sweatersI even went to show here the online price, which was still up on my phoneThey would not honor the price or your website: www.kmart.comI was NOT asking to return the sweater, I asked for the difference of what was listed on the Kmart website and what I was charged