Sears Holdings Corporation

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Reta H*** #*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Auto CenterJoseph Torres, Assistant Manager of the StPetersburg Sears Auto Center, provided the following response: When Mr***’s vehicle was in the Auto Center, we used 5w-synthetic oil as called for by Nissan, the manufacture of the vehicleThe incorrect oil was not added into the engine of the vehicleThe plastic clips that hold down the battery were missing when the vehicle was presented at the Auto CenterWe did order a lug nut to replace the missing one; it was new and did not match the other lug nuts that are close to years oldIf Mr*** has any questions or concerns, I ask that he call me at 727-341-In closing we did not put the incorrect oil into Mr***’s vehicle, we ordered the plastic battery clips and replaced the chrome lug nutWe look forward to speaking with Mr***That 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 Churchin Regulatory Claims Specialist Sears Holdings Corporation [email protected]

Contact Name and Title: *** ***
Contact Phone* *** *** *** ***
October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed our review of *** *** rebuttal to the previous letter we provided
As clarification, the store was responsible for issuing the refund initiallyHowever, since *** *** indicated she has not received a refund to date, we processed the refund on October 6, For *** *** records the refund receipt number is ***A total credit of $was issued back to *** *** *** account ending in ***We do apologize that we failed her expectations, will ensure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedIn the interim, since a full refund has been provided, 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,
*** ***
*** *** ***
*** *** ***

Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 2,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Carol ***
Dear Ms***,
We have completed the investigation of Ms*** complaint regarding her recent online experience
After researching this matter, we found that Ms*** had previously been in contact with Customer Solutions, Sears' escalated complaint departmentCustomer Solutions contacted Sears Online Solutions however they were unable to locate an order in the systemAdditionally, Ms*** indicated that she disputed the charge with her account holder therefore she was referred back to her financial institutionIt is possible that what Ms*** is viewing a pre-authorization charge on her account
It should be noted that obtaining a pre-authorization hold is a practice within the banking industry of authorizing electronic transactions with credit or debit card purchasesIt holds this balance as unavailable either until we clear the transaction (complete the processing of the order), or the hold cancels the orderThe pre-authorization hold will fall off once an order is canceled or processed for completionTypically, pre-authorization holds can remain on an account (thus rendering the balance available) anywhere from 1-days after the transaction date depending on the bank's policyIn some cases can this can last as long as thirty days depending on the bankIf Ms*** still shows this charge in her account, then we will need her account number in order to research furtherShould Ms*** have any further questions or concerns, she may contact us via email at Eligia.***@searshc.comIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation

Complaint:
I am rejecting this response because:
Because it's a joke. My time and my money are worth more than their gift card offer which costs them pennies on the dollar. They need to compensate me for the time I spent trying to deal with the local store in person, over the phone, and several calls to their "customer disservice!" Reading the many forums and websites where reviews can be found, this is a KNOWN ISSUE for Sears and Kmart. They are apparently experts at getting payment immediately by promising availability of products that are not available and will not be available for weeks. Then when they can't deliver, they use their foreign "customer disservice" agents to put refunds off for days or weeks more. They take and use money they have not earned to keep them afloat. It's no wonder they are failing! By rights, there should be punitive actions filed and I would gladly join a class action lawsuit. I will never do business with Sears or Kmart again.
Sincerely,
Tim ***

November 20, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** *** *** *** ***We have completed the investigation of M** *** complaint
regarding the delay
she has experienced in receiving a refund for a canceled
saleAs clarification, whenever most retail stores ring up a
purchase and charge a customer’s credit card, the purchase is immediately
applied because the credit card company issues an approval and electronically
debits the account. If the merchandise
is subsequently returned, the credit card company does not electronically
credit the account. Instead, they
research to ensure it is a valid refund, and then once confirmed, they post a
credit to the cardholder’s account. This
process can take days or weeks and is entirely dependent on the financial
institution’s policies. We do try to
expedite this process as much as possible, but it can sometimes take a few
days. Unfortunately, in M** *** case,
it seems there was an issue and the item was not canceled initially due to an
errorWe apologize for any inconvenience Ms*** may have experienced as a
result of this issueWith that said, our records indicate that the remainder
of M** *** refund for $was issued on November 16, Our
records reflect that Ms*** did purchase another dryer from her local
store in Logan on November 7, We appreciate M** *** continued patronage
and it is our hope that the new dryer has met with her satisfactionThat said,
since we have issued the credits due to *** *** we respectfully ask that this
matter remain closed. Again, 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 *** ***

December 13, *** *** 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 the remaining 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 Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in the order, we found that Ms*** was issued a partial refund of $on November 8, 2016, under return receipt number ***On November 24, 2016, Sears Online issued the remaining refund as follows: $under ** *** $under ** *** and $under ** *** under bank check number ***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, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

Complaint: ***
I am rejecting this response because:
I can't believe sears is so unethical to stand by this position that they offered a replacement and tried to contact meThis is unacceptable that the business is so unethical to continually lie to satisfy a complainThey did not make any calls to me at *** which can be confirmed by call logs from the wireless providerThe last communication from any store was not the delivering store in NJ but where the item was purchased from in CA on 10/In this voicemail all that was stated was that the local store received the unit and the local store should have contacted me about delivery of the unitThis never occurred which can be proved through call logsThen on 10/I called the local store to schedule a deliveryThe employee I spoke to stated the item was in stock and scheduled a delivery for 11/All of the next communication was through email
Again the call log on my phone can be checked to prove thisI hope Revdex.com reads this and the unethical business practices that Sears as a whole engages in in order to solve a complaint and lie about communication that never occurred and easily provableThe customer service representative that has responded to this issue continues to state facts that are so blatantly and stands behind the issues
I will not accept a response based upon unethical business practices and blatant lies in order for the company to try to solve issues and maintain their standing with the Revdex.com
Sincerely,
Kristoffer ***

November
25, 2015RevDex.com*** *** ***
North Wabash Ave- Ste2006Chicago,
IL 60611Our
File No: ***Revdex.com
File No: *** ***Via: Revdex.com website*** *** ***
This
letter serves
to confirm that Sears Home Improvement Products (SHIP) has been
in contact with *** *** In
corresponding with our Seattle office they advised me that our technicians have
attempted different remedies. The
technicians have replaced the thermostatic expansion valves (TXV), the indoor
coil and outdoor a/c unit and these services did not work. In
speaking to *** *** he requested we pay for an alternate company to do air
flow testing. *** *** had suggested *** *** with whom his father-in-law is employed. In speaking to S*** ***, *** ***
was advised they would charge $for a diagnostic check and will also give a
quote for any recommended repairs. I did
advise *** *** SHIP would be willing to pay the $for the diagnostic
check. However, S*** *** advised
they could not test the unit at this time as the outdoor temperature has to be
above degrees. *** *** and I agreed that I would close my file for now and reopen it in
March. At that time, SHIP will either
have expert *** Incor S*** *** inspect and test the unit. Once that is done we will go forward to make
necessary corrections.We
respectfully request that you close your file. Thank you for your time, effort and patience during the investigation
process If you have any questions or
concerns, please contact me directly at *** *** *** ** *** *** ** ***Sincerely,*** ***SHIP/HI
Regulatory Complaint Specialist *** *** *** ***

*** ***
class="InsideAddress">Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her rangeThe needed control board for Ms., *** range is no longer available from the manufacturerAs a one-time gesture of good faith, we have processed a refund for $89.00, the fee paid to the technician who was out to the home on November 18, We apologize to Ms*** for the inconvenience and have closed our fileWe 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Contact Name and Title: Erica ***
Contact Email: ***@searshc.com
October 19,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94573263- Pat ***
Dear Ms
***:
We have completed the investigation of Ms***'s complaint regarding the repair of her refrigerator
Upon receiving Ms***'s complaint, we would like to apologize that her unit has failedWe scheduled repair for October 17, where the technician deemed that the unit was not repairableIt should be noted that Ms***'s refrigerator is covered under a year sealed system warranty and thus has been approved for a replacementMs*** will be contacted within business hours with regards to replacement informationThat being said, because we are in the process of replacing Ms***'s refrigerator, 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,
Erica ***
Regulatory Complaints Specialist
***
***@searshc.com

Initial Business Response /* (1000, 6, 2015/08/13) */
Contact Name and Title: ***
Contact Phone: XXX XXX XXXX XXXXX
August 13,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re:*** *** ***
Dear Ms
***
We have completed the investigation of Ms***'s complaint regarding her recent online order
After reviewing the complaint filed, we would first like to apologize for any inconvenience Ms*** experiencedWe can understand her frustration after reading the series of events detailed in her complaintWe 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 avertedWith that said, we reached out to Sears Online Solutions and confirmed that the refund gift card of $was shipped to her mailing address of Magnolia StWhitaker PA XXXXXAccording to UPS the gift card was delivered on August 12, Additionally, we 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, we have noted Ms***'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

January 27,
*** *** *** *** *** *** *** **
*** ** *** Our File No: *** Revdex.com File No: *** Via: day/*** Signature Required
Dear Members,
This serves as a response to your concern listed
above, pertaining to your sink issues in regards to the installation completed in 2013, not Per the Cabinet Refacing and Sink contract, ‘Good’ is listed as your product choice which is a one year workmanship warrantyPlease be advised the original workmanship warranty is expired at this timeAdditionally, we came to an amicable settlement agreement regarding the sink concerns in The agreement makes this matter mute and irrelevantI have enclosed a copy of the documents for reference
You wrote the Revdex.com on 1/10/We successfully completed an inspection on 1/12/I received the complaint on 1/25/I immediately contacted the Los Angeles office and reviewed our inspection reportWe have determined that the sink issue is neither an installation nor a product issueIt is a wear and tear as the sink was installed years agoAdditionally, SHIP is not responsible for the garbage disposal as it was not contracted nor did we install the garbage disposalYou can contact any local plumber, electrician or kitchen contractor to make the minor repairs, at your convenienceWe apologize for any misunderstandings or inconveniences you may have had experienced
At this time, I am respectfully closing my fileOn behalf of SHIP, please know that we value you as customer and appreciate your patronageIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com

October 13,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding his compressor
According to the information *** *** provided, his purchase was made over years agoIf he had concerns with the condition of the item, they should have been voiced at that time, not over years laterYet, we have no records on file for a repair or exchange requestIn accordance with our return policy, he would have had days to return the item if dissatisfiedIt does not seem reasonable to wait over years later and then express his concernsIf there were a defect of some sort, we also feel it would have been manifest long before nowAt this time, his manufacturer's warranty would have expired in April of 2014; therefore, any repair or replacement costs would be *** *** responsibilityHowever, we appreciate *** *** patronage and we are willing to offer him a 20% discount off of the purchase price of a new compressor from SearsThis would apply in addition to regular sale prices, but not to floor model, clearance, closeout, previously used or outlet merchandiseShould *** *** wish to accept this offer, he may contact me at the email address listed below within days; after that, the offer will be null and voidIn 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,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***

January 4, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order and non-receipt of the item she ordered *** *** Operations Manager for Kmart Unit *** provided the following response: After researching the complaint filed, we contacted *** *** to address her concerns*** *** was dissatisfied with the process of funds being held prior to receiving the merchandise orderedAdditionally, the money was not released as soon as the order was cancelledWe apologized again for any inconvenience she experienced with this order*** *** was able to confirm that she did receive the refundWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe 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 her 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,
*** *** *** *** Sears Holdings Corporation

Initial Business Response /* (1000, 6, 2015/08/28) */
Contact Name and Title: ***
Contact Phone: XXX XXX XXXX XXXXX
August 28,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re:*** - ***
Dear
Ms.***
We have completed the investigation of *** complaint regarding her online order
***, Store General Manager for Unit*** provided the following response:
It is unfortunate that we failed Ms***'s expectations and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe 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 avertedWith that said, we will contact Ms*** to take care of this matter at store levelAdditionally, we 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 we will be resolving this matter, 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,
***
Regulatory Complaint Specialist
Sears Holdings Corporation

Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Kris J ***
class="InsideAddress"> Dear Ms***: We have completed our investigation of Ms***’s complaint regarding service on her Craftsman tractor We value Ms***’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms*** that her concerns have been forwarded to management for review so future problems of this nature can be averted. With that being said we are working with Ms*** to schedule a Sears’s technician out to confirm the work done on her tractor was done correctly and repair what was notWe have also provided Ms*** with a one (1) year Repair Protection Agreement (RPA) at no cost that we purchased on her behalf; this has a retail value of $Ms*** has my direct contact information if she is in need of further assistanceAt this time since we are addressing Ms***’s complaint and concerns 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 Ms***’s 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 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com

August 24, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Marcus V*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding his range and television First, we would like to apologize to Mr*** for failing his expectations in regard to the replacement process for his range and televisionWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** After researching Mr***’s concerns, my office contacted him in regard to his range and television. To resolve the issue, we offered to increase the replacement authorization for the television to $1,200.00. Mr*** accepted and selected a new television on August 14, 2016, which was subsequently delivered on August 18, 2016. As to the range, since we are unable to provide a comparable unit, we offered a buy-out of his contract. Mr*** agreed to accept $1,000.00; he is also being permitted to keep his range as an exception. Mr*** has been mailed the buy-out agreement and once he signs and returns the paperwork to our Protection Agreement department, a check will be mailed. With that said, since is it our understanding that Mr*** is satisfied with the aforementioned resolutions, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

Initial Business Response /* (1000, 7, 2015/09/22) */
September 22,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: #***
Dear Ms***
We have been unable to complete the investigation of
Mr.*** complaint regarding a repair on his snow blower
Our Carservice department has tried to contact Mr.*** on the number provided in his complaint, XXX-XXX-XXXX to arrange a drop off for his snow blowerUnfortunately Mr.*** has not returned our callsIf Mr.*** is still in need of assistance he may contact the Carescalation department at XXX-XXX-XXXXIn the interim, we will consider Mr.*** matter closed, pending his response
We apologize to Mr.*** for this issue 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
XXX-XXX-XXXX direct
***@searshc.com

November 12, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** *** *** Dear *** ***We have been unable to complete the investigation of ***
***
complaint regarding his grill Unfortunately, we have no records for purchase
or service under the address and phone number *** *** providedWithout this
information, we cannot determine the model number he is speaking of or view our
service recordsWe did email *** *** and request further information, but
there was no replyIf *** *** would be so kind as to respond to our email or
send another with the phone number or address he has his service scheduled
under or the one he used when he made his purchase, we would be glad to
research the matterI may be reached during business hours via email at *** In
light of the aforementioned information, we respectfully ask that this matter remain
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 *** ***

Complaint: ***
I am rejecting this response because: There was nothing wrong with my van when I took it into Sears, I had no prior engine or heater problems. And its because of their negligence with their technicians that my van is still sitting at Sears, not running. I'm requesting that they fix my van so I can drive it out of there the same way I drove it in there. I've requested all documentation in regards to my van from Sears and have not received any documentation an they expect me to take their word that they are not responsible for the damages done to my van. Also, I requested information on the third party that is involved and can't get that information. My request is they need to step up to the plate and take full responsible for their actions
Sorry for the delay in the response I've had email issues. Can you please let me know what is my next step
Sincerely,
*** ***