Sears Holdings Corporation

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms.***
We have completed our investigation of Mr.***
complaint regarding service for his lawnmower
Upon receipt of Mr.*** complaint, we found that he was provided a credit of $to replace his lawn mowerOur research shows that the replacement was processed on July 31, Since Mr.*** has accepted the resolution of the replacement mower we have closed our case
We apologize to Mr.*** 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 /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While a replacement mower is indeed a gracious gesture which I appreciate, the delay in servicing a good piece of equipment is unconscionable2-weeks to service it was an optimistic projection but during that period the repair facility had not even received the mowerFinally, on July (weeks after I brought it in) I received an estimate, which I approved, and a projection of a week to service it and ship it back to*** Then, weeks later I get a recorded call that it was ready to be picked up but it was not there and another week, or more, would be necessary to get it there
I am happy to have a new mower but it is little compensation or consolation for the time it took to navigate your call system and the frustration of talking with nice people who, in reality, were powerless and probably indifferent to my need for better serviceAbove all, it is little compensation for the extra time and expense of maintaining my yard and the berm along the street without the benefit of a mower for weeks!
The management of the logistics of your service department is shameful and suggests a corporate incompetence that does not bode well for the outlook of your historical and once influential company
I'm not sure the customer sarvce department can make up for the failings of an important, at least to your customers, part of your organization

Contact Name and Title: *** ***
Contact Email: ***@searshc.com
September 22,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: Michelle *** # ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the replacement of her tv
We have received Ms*** complaint and would like to clarify how her Master Protection Agreement (MPA) works with regards to replacement
Ms*** is currently covered under a Master Protection AgreementUnder its terms and conditions, when an item is to be replaced under its MPA, the customer is assigned an approval amount to use towards the purchase of a new itemWhen the exchange tv is rung, delivery is scheduled and the old tv which is needing to be replaced, is picked up and returned to Sears while the new tv is deliveredWhile we understand that Ms*** is not currently residing in Hawaii, the fact remains that in order to receive her new tv, we need to be able to pick up her old tvWe are not able to simply deliver a new tv to Ohio without the pick up of the oldWe apologize for any confusion that this may cause Ms*** and can offer to extend the time needed to process the exchange or we can pro rate the MPA for Ms*** and refund her the cost of the MPAShould Ms*** agree to either of these offers, we can contact me at ***@searshc.com or call *** and I am happy to processThat being said, because we have explained the exchange process under a MPA, we respectfully request this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
***
***

December 29,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
*** *** * *** ***
Dear *** ***
We have completed the investigation of Ms*** allegation that she had a credit application submitted without her approval or authorization
We would first like to clarify that Sears does not own or administer any Sears branded credited cardsWe sold our credit portfolio in to *** and *** is the administrator of those accountsWe would also note that the only way for a consumer to apply for a card would be to submit an application for credit with ***; this is not something that would happen by filling out a job applicationWith that said, it is possible that Ms*** identity has been compromised in some way and someone else submitted an applicationAdditionally it is also possible that someone transposed a letter or more in an email address and accidentally provided the wrong email address with their application and that email address happened to belong to Ms***
We did forward Ms*** concerns to *** and they could not find an application on file for herThey reached out to her to see if she could send them the denial letter as that would help them make a better determination as to what may have happenedMs*** indicated that she would send them the denial letter after Christmas and *** said they would investigate further upon receipt of thisIn the interim, since *** is willing to investigate if Ms*** provides the denial letter, 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
*** *** ***
*** ***

July 25, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Mr* *** complaint regarding his recent online order experience and his request for a refund *** *** Store General Manager for Unit ***, provided the following response: After researching the complaint filed, we contacted Mr*** to address the matter and have decided to issue a creditAccordingly, a refund was issued back to Mr* *** American Express account for the amount in questionAdditionally, we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponShould Mr*** have any questions, he may contact our store directly at *** *** ** *** ***In the interim, since a 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

September 11,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: - Kim ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her customer
service experience
After reviewing Ms***'s complaint and our records, we were able to determine that on the day of Ms***' delivery, July 10, 2015, Ms*** called in to inform that there was cosmetic damage and requested an exchangeA $gift was processed as well as an exchangeOur records also show that she called in on August 7, requesting a $credit towards her purchaseMs *** was advised that an inquiry would be submittedAfter researching Ms***' records, we did not find that Ms*** was offered a $sales adjustmentOur records show that Ms*** have received $in sales adjustments and a $gift cardAt this time, we would like to offer Ms*** an additional 10% discount, which would bring a total of $in sales adjustmentsIf Ms*** would like to accept our offer, we ask that she contact us at 1-888-848-extension At this time, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -***
i***@searsch.com

The Sears delivery team, while in the process of delivering a refrigerator, smashed it into my dining room chandelier, virtually destroying the fixture, along with door blinds on my entrance doorSuch carelessness and wrecklessness I have never before seen from a retail organization, exceeded only by their lack of accountability
After two months and countless communications with multiple claim departments, I have yet to receive a penny in reimbursement
Not only will Sears not stand behind the product they sell, but apparently they refuse to accept accountability for property damage caused by them or their representatives / agents
!!!!!!!!!!!!! STAY AS FAR AWAY FROM SEARS AS YOU POSSIBLY CAN !!!!!!!!!!!!!!!!!!!

Have purchased several appliances from Sears over the past years and am very discouraged with the recent service calls Purchased a Wash Machine and Dryer in with a year maintenance agreement The Washer has the paint peeling off on the inside and getting onto clothes Have contacted and was told that this was a cosmetic issue and is not covered When originally purchased the maintenance agreement was told that this agreement covered the machine top to bottom for years The tech that originally came from Cheyenne, WY for the service call was very rude When I called to get another appointment and have it expedited I was told the earliest they could come is now Jan23rd and when I've called an have asked for a specific location I was told that I could only talk to who answered which happened to be in South Carolina and they could transfer me to Florida This person was also not very nice I have a case number ***which I would like to get this resolved as I believe this is a defect with the paint and should be covered as I was told the maintenance agreement covered the machine from top to bottom Would like to get a resolution like was promised when originally purchased the maintenance agreement

Initial Business Response /* (1000, 5, 2015/07/08) */
July 8,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No***
Revdex.com File No: ***/ Maria ***
Via email: [email protected]
Dear Ms
***,
This letter serves to update you regarding Ms***' inquiry regarding the permit for the HVAC and water heater installed in November At that time, Hurricane Sandy had just happened and Long Beach had been destroyed by the floodsThe permitting process was rather difficult at that timeI have spoken with Ms*** to make her aware that Sears Home Improvement Products (SHIP) team is handling her requests with high importanceWe will update accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-222-extension 5415, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa ***
SHIP/HI Regulatory Complaint Specialist
cc: Maria ***

July 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator We have arranged for Mr*** to receive the refrigerator he mentioned at no cost to himself as a courtesyCurrently, the delivery is scheduled for July 25, We want to thank Mr*** for bringing this matter to our attention and for his patience as wellIn 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 *** *** ***

I have recently bought a watch from Sears and was not notified that the product was not actually going to be sent from Sears, rather another vendor in China Essentially like an *** or *** Long story short I bought a $product that of course turned out to be fake Contacted Sears numerous times (times via chat, call and email) and it's taking weeks now and no end in sightI contacted Sears the day after the product was delivered bc I had another product from the original manufacturer and knew right away that the product was fake Upon request from the Sears team I took photos of the product -- even went as far as taking side by side comparisons of the product Still no word

January 26, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her dryer repair It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her dryerWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint on January 18, 2017, we contacted the local service unit to monitor her service call that was scheduled that day to ensure that it ran without issue. Our records show that the technician was able to get the dryer running, but ordered a control board to ensure a lasting resolution. The technician returned on January 25, 2017, to complete the repair; he installed the previously ordered part. While we understand that Ms*** has requested a replacement, at this time, she does not qualify under the terms of her Master Protection Agreement (MPA). Per the terms of her MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” Within the last year, Ms*** dryer has had two qualifying repairs. With that said, since we have completed the repair to her dryer and explained why a replacement is currently not an option, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

11/06/
Complaint:
I am rejecting this response because:
I’m rejecting Sears Holdings Corporation answer to this
complaintWhat he is stating is not true I called the Cherry Hill, NJ Sears Outlet Store
many times and left many messages after the First Techcame out
to check the Washer and stated the machine is working like it’s supposed
toThere lies the problem, the way its working is the defect! There is nothing
wrong with the water temperature in my houseI've changed to Tide detergent
as recommended by the first TechMy previous Combo Washer was a Whirlpool &
I never had any problems with it cleaning the clothesWhen I start calling the
store back to speak to the Store Manager he was never available to take my
call(s) or have the courtesy to call me back. After multiple attempts to
reach the store manager they started to place me on hold for an absurd amount
of time & never return to the line, leaving me no choice by to hang up
& call again, after so many attempts they now know my name & don’t take
my calls.I’m beyond fwhich is why I reached out to the
Revdex.comThis is unacceptable & alarming as a consumer. Bottom
line is there is something wrong with this Washer, I’ve looked into all their
suggestions/ recommendations…It’s Not the water temperature, it’s Not the Detergent,
Or Hard water. IT’S THE MACHINE!!IT’S DEFECTIVE! I’m
not sure what the problem is but I’m not happy with
this applianceI truly believe the retailer know this but,
doesn’t want to address this problem. I want to go forward with this matter
Please tell/ assist me with what
I need to do next
Sincerely,
Patricia ***

face="Times New Roman" size="3">
June 28,
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*** It has been confirmed that the HVAC unit has been installed. SHIP has settled all issues with Mr*** amicably.
At this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value Mr*** as a customer and appreciate his patronageIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: *** *** via 1st Class Postage

Initial Business Response /* (1000, 5, 2015/10/19) */
Contact Name and Title: ***
October 19,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
***
We have completed our
investigation Ms.*** complaint regarding her refrigerator repair
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigeratorAfter reviewing the notes from Ms.*** service orders, our office authorized an exceptional parts warranty exchangeMs*** was subsequently provided with a credit of $2,to use towards the purchase of a new refrigerator from SearsOur records show that she selected a new unit on October 13, 2015, and received delivery on October 15, With that said, since an equitable resolution has been provided for Ms***, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response that Sears Holding Corporation has providedThey reviewed, offered, and followed through with a resolution in a quick timely matterA new replacement refrigerator was ordered, delivered, and installed within a few days of them reviewing the caseI'm satisfied with the outcome of this case and now consider it closed

May 24,
class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding her funds being retained by one of our Kmart stores
Upon receiving *** *** complaint, we reached out to her and she states that she got her bank involved on Friday, May 20, 2016. She also received a call from *** at Kmart store# *** who gave her the money owed. *** *** husband went to Kmart to receive the refund. Because we value *** *** patronage and regret this incidence, we have processed a gift card in the amount of $which will be received in 7-business days to the address listed on this complaint. That being said, 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 9, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Lucienne *** - # *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding her refrigerator and her request for a replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Ms*** Master Protection Agreement (MPA). Based upon the features of Ms*** current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPA. On November 9, 2016, Laurie with called Ms*** and explained the replacement processedAs stated, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, (***) ***, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warrantyWith that said, since we are providing Ms*** with an equitable resolution, 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

January 12, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dryer repair First, we would like to apologize to Mr*** for failing his expectations in regard to his dryer repair. Additionally, 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 network. Accordingly, we forwarded Mr*** complaint to the District Service Manager and Routing Manager for review and we are confident that his concerns will be thoroughly addressed On January 8, 2016, the technician returned to Mr*** home to install the parts that were previously ordered; completing the repair. *** *** Customer Advocate with *** spoke with Mrs*** after the repair and she confirmed that the dryer was working properlyAs 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 laundry expenses he may have incurred while waiting for the repair to be completed. A check request for $was submitted on January 12, 2016, and should be received by Mr*** within the next two weeks In summary, since we have completed the repair to Mr*** dryer, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mrand Mrs*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

August 25,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com File No: Sandra ***
Via email: n***@chicago.Revdex.com.org
Dear Ms
***,
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner
In regards to Mrs***’s complaint we have come to an amicable resolutionMrs*** accepted the offer we presented to her as a gesture of customer serviceMrs*** should allow 3-days for the credit to post to her *** accountThe customer can call *** at 1-***-***-*** to verify the credit has posted
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrs*** as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at ***-***-*** x ***, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa ***
SHIP/HI Regulatory Complaint Specialist
cc: MrsSandra ***

April 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her
dissatisfaction that the service on her washer was not completed in a timely mannerIt is unfortunate that we failed to meet *** *** expectations when we recently scheduled a washer repair through her home warrantyWe value *** *** patronage and can understand her frustration when the repair of her washer took longer than she expectedIn *** *** case, our technician ordered parts on the first visit and had a family emergency on the scheduled return visitThere was more of a delay in returning to her home than we would have liked, but this was due to this job requiring technicians to completeOur records indicate that *** *** was offered 50,Shop Your Way Reward points for the inconvenience and she accepted the offer; which is equivalent to $On April 27, our technicians installed the parts, and completed the repair on the washerWith that being said, since we have addressed the issue brought forth in *** *** complaint, we have closed our fileAgain, 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 *** ***
***

***November 9, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online
order.After reviewing the complaint filed, we forwarded this
matter to Sears Detail Control Center to researcher furtherDCC verified that
there was no charge to *** *** *** accountAs such, *** ** will need to contact
his credit card provider to dispute any chargesAgain, we reviewed his online
order number *** and found no charge to his *** accountWe can only
recommend that he contact *** for further information regarding his
accountIn the interim, we have noted *** *** concerns and respectfully ask to
have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** ***