Sears Holdings Corporation

Several issues with washing machine, customer service representatives are off-shore, warranty is null in void regardless of defective machine

Tell us why here...*** *** *** ***
*** *** *** ***
*** *** ** ***
clear="all"> *** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611*** *** *** *** *** ***We have completed the investigation of *** *** complaint regarding repairs to her refrigeratorSears Home Services records indicate that a new thermostat was installed into *** *** refrigerator on October 27, After the thermostat was installed the refrigerator was found to be cooling as expectedSince we have noted the completed repairs to *** *** refrigerator, we ask that this complaint be closedWe 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,*** *** *** *** *** ***
***

Initial Business Response /* (1000, 8, 2015/08/06) */
Contact Name and Title***
Contact Phone: XXX XXX XXXX
August 6,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear Ms.***
We have completed the investigation of Mr***'s complaint regarding his online experience
It is unfortunate that we failed Mr***'s expectations and we apologize for the delay in resolving this matterAfter researching the order, we found that Mr*** had been in contact with (ECR) Executive Customer Relations, Sears escalated complaint departmentECR had been working with Mr*** in resolving the refund issueWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe truly regret any inconvenience Mr*** may have experiencedAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, since it is our understanding that Mr*** was satisfied with the resolution that the ECR team 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,
***
Regulatory Complaint Specialist
Sears Holdings Corporation

November 18,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint
regarding the charges she was assessed for an in-home visit to service her dryer.As clarification, all of our customers should receive an estimate prior to repair informing them of our findings and the projected charges so that they have a chance to either accept those charges so the technician can proceed with the repair, or decline them and only be responsible for the trip/diagnostic feeIn *** ***’ case, we were unable to unequivocally determine whether she did in fact sign an estimate prior to resetting the dryerWe have sent feedback to ensure that this technician understands that estimates should be provided 100% of the time even if the estimate just involves giving instruction on the operation or resetting the unitOur records indicate that *** *** paid $for the repair of the dryer and on October 28, we issued a $credit for customer satisfaction. We have also processed an additional refund of $25.00, which is all of the remaining charges above the previously agreed to trip/diagnostic fee of $plus taxThe credit should post to her account within 3-business daysIn the interim, since we have provided *** *** with her requested resolution, we have closed our file.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 SpecialistSears Holdings Corporation*** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a refrigerator ordered from www.searsoutlet.com*** *** Manager of the Lansing Sears Outlet provided the following response: I would like to speak with Mr*** regarding his complaint and desired resolutionI can be reached at *** or via email at *** Once a resolution has been reached, we will provide an additional updateWe 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 ***

October 19,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * *** Dear Ms*** We have completed the investigation of Mr
*** complaint regarding his dissatisfaction that his laundry center failed too soon and the charges he was assessed for a repair to his laundry center
We apologize that Mr*** laundry center failed to meet his expectations of longevityThe 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 coverageIn 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 customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years agoIt 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 propertyThe 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 decision
In Mr*** case, he purchased the laundry center on May 6, and the manufacturer’s warranty expired on May 11, On August 8, he called in and requested service on the laundry centerAs Mr*** mentioned in his complaint, he was informed prior to scheduling service that the unit was no longer under warranty, and he would be responsible for the chargesMr*** was also advised that if he did not approve the estimate, he would only be responsible for the $diagnostic feeHe agreed and a service appointment was scheduledWe would like to clarify that on August 20, our technician presented Mr*** with an estimate in advance of repair and he agreed to pay the chargesIf he was unhappy with the cost of the estimate, then he could certainly have decided to go with another company or he could have ordered the part himself from our Sears PartsDirect website and installed it himselfAs such, the charges we collected from Mr*** were accurate and he is not entitled to a refund
With that said, as a one-time courtesy what we would be willing to do is apply a 20% discount that we sometimes offer through an online couponMr*** did not present one of these, and it is possible that we might not currently be running that promotion, but we are willing to provide that discount as an accommodationIf Mr*** would like to accept this offer, he is welcome to email me at *** or call me at ***In the interim, since we have explained why Mr*** is not entitled to a refund, and yet as a courtesy we have offered one anyway even if it is not the amount he was seeking, we have closed our file
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
*** *** ***

July 6,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re: *** * *** ***
Dear Ms***
We have not yet completed the investigation of Ms*** complaint regarding the monies paid to repair her refrigerator and her request to receive a refund
We have been in contact with Ms*** and explained that while she would normally have at least our minimum trip/diagnostic fee withheld from any refund, we were willing to waive thisHowever, the issue at hand involves the stopped payment on the first checkThe concern was that she would eventually be billed for this amount and it would normally happen through *** We reached out to *** though and they did not show that the first payment was processed electronically and they have not received it back as unpaidWe now have our billing department checking to see if the check was ever depositedWe have also asked Ms*** to email us a copy of the cleared check just so that we can confirm at least the one went through, before we issue any type of refundOnce we receive that submission, we will process that partial refundFor the other check, if we can determine where it is at, we can have it discarded so that it will not be re-depositedIf we cannot, then we are hoping we can at least have some sort of notation in her record so that they will not bill her for this amountIf for some reason we are not successful and she does receive a bill further down the road related to that first check, then she would just need to contact me directly at that time so that I could have the bill voidedWe will be keeping Ms*** updated via email on the status of our investigation for the first check
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
*** *** ***
*** ***

February 11,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re: #*** * *** ***
Dear Ms***
We have completed the investigation of Ms* *** complaint regarding her dissatisfaction with both our delivery service and our online product review standards
Our records show that we had already waived our delivery charges under a promotion for Ms* *** service; otherwise, we would certainly have refunded her any delivery charges. The fact is though that we have no control over whether a consumer somehow receives a defective appliance as there is always a chance for this to happen and we are not the manufacturers of the product in questionAs for not being able to wait, our delivery trucks are loaded in such a way to run a route in the most efficient circuit we can deviseThey do not have any unscheduled time to use to wait for a consumer to show up, and if someone is not present, then they have to proceed to the next call on the routeDepending upon how many deliveries are scheduled and the time it takes on each one, sometimes the route is not completed until very late at night so it is hard to know if the delivery team would be able to return or notWith that said, Ms*** does acknowledge that she received the replacement dryer on the next visit, albeit sooner than the time she says she was quoted, and we would not generally offer compensation for this type of situation, beyond possibly refunding a delivery fee and as we noted, we did not charge this to begin with
As far as the reviews are concerned, if Ms*** wants to review Sears’ customer service or service in general, there are review sites out there that are set up to take these type of complaintsHowever, the reviews she mentions are specifically product reviews and they are designed to help our customers compare between productsAs such, the review is required to be product related only and that is common on most sites that offer product reviewsAt this time, since Ms*** received the dryer she purchased and we have explained how our product reviews work, 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
*** *** ***
Email: ***

After much consternation and a terrible amount of frustration my washer and dryer are finally assembled Working with sears has been one of the most disappointing, frustrating and, quite frankly, biggest waste of time set of difficulties that I have dealt with in a very long time The entire process, mainly driven by incompetent help line people, rude delivery people and managers that seem to have no authority has led to many hours of wasted for me As far as I can tell, it is virtually impossible to speak with anybody at Sears that has any authority or feels any responsibility It would be ideal to not be told "we are sorry you are frustrated sir" for the thousandth time and to actually do something to fix the issues
I will never again shop at sears Nobody at my family will shop at sears I will make sure that anyone who asks where to buy appliances does not shop at sears Sears has an abysmal management team and my prediction is that sears will not be around for much longer unless they dramatically address the services and customer issues services that are so readily apparent
From a customer who has had nothing but a terrible experience Shame on Sears

October 16,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***:
We have been unable to complete the investigation of Ms***'s
complaint regarding her dissatisfaction with brake repairs she received from Sears Auto Center
We have attempted to contact Ms*** by telephone, but have not been able to speak with her or leave a messageUntil we have an opportunity to discuss this matter with her, we are unable to work toward a resolutionOur records do show that Ms***'s brakes were working properly and no absound could be detected on her last visitHowever, *** *** JrManager for Sears Auto Center number 6316, would like to discuss this matter with Ms*** and invite her to return so that we may evaluate her vehicleIf Ms*** still requires assistance, she is welcome to contact MrRoslol at (724) 250-2066, preferably within ten business days of the date of this letter so that we may expedite a resolutionWe ask to have this matter closed in the interim, pending Ms***'s response
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
1-*** *** ***

Initial Business Response /* (1000, 6, 2015/10/07) */
October 7,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr*** complaint
regarding his request for a warranty repair or a replacement dishwasher
It is Sears' goal to provide quality merchandise and services, and we are always concerned when something does not meet our customers' expectationsThe reality exists that no matter how high the quality of the items we sell, the potential for failure exists for any productManufacturers understand how frustrating this can be to a consumer and typically cover the cost of any repairs that become necessary within the first yearHowever, they offer replacement only in the instance that an item cannot be repairedIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageWhile we empathize with Mr*** situation, his washer does not qualify for replacement under our return policy or the aforementioned manufacturer's warrantyHowever, we did confirm that his dishwasher came with a 2nd year of warranty coverage for partsThe warranty specifically states that "For two years from the date of purchase, any part of the dishwasher that fails due to defective materials or workmanship will be replaced free of charge." The warranty goes on to explain that "After the first year from the purchase date, the customer assumes any labor costs associated with replacement of these parts." Our records indicate that it was Mr*** freezer that was delayed and did not arrive until JulyHis dishwasher purchase was completed *** 3, 2015, and delivered on *** 12, 2015, without delaysThis means that his dishwasher was no longer within the one year manufacturer's warranty period when he contacted us, but it is still within the 2nd year of the manufacturer's warranty coverage for partsAs such he would be responsible for the cost of our trip fee and laborHowever, we have spoken with Mr.*** and offered to waive these fees as an apology for any misinformation he may have received about his manufacturer's warranty coverageMr.*** accepted our offer and allowed us to arrange a service visit
Our technician arrived on October 6th to evaluate the dishwasher and at that time he ordered parts needed to complete the repair on a future dateAt any time during this process, Mr.*** is welcome to contact ***, Territory Member Advocate, at (XXX) XXX-XXXX, with any questions or concerns he may have about the repairWe apologize for any inconvenience Mr.*** may have experienced and respectfully ask to have this matter closed in the interim, since we have provided services appropriate and relative to the terms of the manufacturer's warranty for Mr*** dishwasher
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
XXX-XXX-XXXX
XXX-XXX-XXXX ExtXXXXX

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the installation of a cooktop purchased at Sears*** *** Sears Installation Solutions Support Specialist provided the following response: It is unfortunate that we failed Ms*** expectations when issues arose with the installation of her cooktop We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide his with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the cooktop was installed on January 18, Since we have installed the cooktop, 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

November 23, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Maria *** - # *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding her microwave repair and her request to have the unit replaced First, we would like to apologize to Ms*** for failing her expectations in regard to her microwave repairAlthough several repair attempts were made, the microwave remained inoperable. Therefore, Ms*** was authorized a replacement under her Master Protection Agreement (MPA). Ms*** selected a new microwave on November 18, 2016, and she is currently scheduled to have the new unit installed on November 23, 2016. Additionally, the remaining MPA coverage has transferred to the new unitThe coverage will run concurrently with the one-year manufacturer’s warranty and expire on November 22, 2016. Since we are providing Ms*** with her requested 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

I was given a large Sears gift card, and have been attempting to spend it for the past two weeksThrough this experience, I have been given the second-worst customer service I've ever received, after a very traumatic interaction with the ***I'll mention some unpleasant interactions, and then I'll discuss the reason I'm posting this review- We literally had a sales person at our local store refuse to move more than six feet away from us, and follow us around for minutes after being asked to give us some space to make decisions- One purchase was an angle grinder whose blade contacted the guard, cutting a groove in itSafety hazard!!
- Another sales person treated us rudely when we didn't want to sign up for the Sears rewards program- I thought I'd buy some shoes, and the store had about pairs of men's shoes to pick fromI'm not sure exactly how many because I couldn't even tell where the men's, women's, and kids' shoe sections were- We ordered two storage ottomans online, one showed up in the mail- We ordered a bed frameThere was a surprise $shipping fee tacked onto itIt arrived damagedThese last two; especially the bed, are the reason for this reviewI called Sears customer service about both, was unable to get through to a human, and was offered two options: somehow fit the bed back into a car and take it to the local *** (IT'S A BED!!), or pay yet another $to have *** pick it up!
Later my wife called and was able to get through to a human by mistakenly giving the wrong phone number associated with the accountOut of three reps she worked with, two didn't appear to care about the problemShe was given an 'inconvenience discount' on the storage ottomans, and later another ottoman showed upThe third rep (with whom she discussed the bed) promised up and down that the issue would be resolved in 24-hoursWe never heard booI called again about the bedAgain, I was promised that it would be resolved in 24-hoursThis time, they initiated a return request with the vendormore days later, I hadn't heard anything back, called again, and was told there was no updateI asked them to escalate the issue further and they wouldn'tI asked them to contact the vendor and the rep claimed that the phone number she'd been given was disconnectedI threatened to file a complaint with the Revdex.com, I told the rep that Sears has lost a customer over this interaction and was basically told, 'do what you have to do'On the fourth day, I received an email saying that Sears can't exchange my damaged bed for a new oneThey also asked for pictures of the damaged box, and said they'd try to get me replacements for the damaged partsI sent the pictures within two hoursThe next morning (a busy saturday) I woke up to another email saying that they couldn't open the pictures, and please upload them to a file sharing siteSunday night, I uploaded the pictures as requestedThis morning I woke up to an email saying that Sears FINALLY recieved my pictures, and please wait two more business days before they'll send my bed partsFor the math savvy, I have now been waiting a week and a half, sleeping on a mattress on the floor, with a damaged bed in my garage, that Sears won't make right, and this morning's email indicates that this problem won't be resolved until TWO WEEKS after I received the damaged bedInexcusableAs far as I'm concerned the only reason to still shop at Sears is their hand (NOT power) tools, and you can bet I'll be looking for a different place to buy those after this interaction!!

Since I experienced such bad customer service from Sears I asked them to cancel the order and refund me so I can go with another vendorI was told I will have to wait 10-days to receive my funds which is shocking to meSears charged my account since May 14th, they did not deliver the product,
and now I need to wait up to days for a refund - totally unacceptableI should also mention that I worked with another vendor who on 5/and they delivered on 5/and I wasn't even homeThey contacted me, worked with me and my building concierge and delivered the package into my unit without any issuesThis is the type of customer centricity other companies has that Sears lacksThis is a customer service failure and basically a crime for them to charge someone for a product without it being delivered because essentially the order hasn't even been fulfilled yet

February 6,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to the response we provided regarding his dissatisfaction with the multiple repairs on his refrigerator, the delivery delays on the exchange and his request for a refund
We have Mr*** rebuttal, and we do not find that he has brought any new information to his complaintWhile we understand that he was dissatisfied that the refrigerator repair was not completed in a timely manner and the delivery delays on the replacement refrigerator the fact remains that we honored the manufacturer’s warranty when we attempted the warranty repairs and then offered an in-warranty exchangeAs previously mentioned, the refrigerator that Mr*** selected was delayed by the manufacturer, which we have no control overMr*** took it upon himself to purchase a refrigerator from another retailer instead of requesting to select a different model from Sears
When we spoke to Mrs***, she requested to use the authorization for the in-warranty replacement towards another appliance, not a refrigeratorWe explained that the warranty applies to a refrigerator only and informed her that the exchange offer on the refrigerator was still availableMrs*** asked if we would rather lose out and not get paid then to process an exchange for another applianceWe advised Mrs*** that she had already paid for the refrigeratorAt which point, she stated that they had not paid off the balance on the purchaseWe clarified that it was her option; however, that was between her and Citibank*** is the account holder, not Sears
As far as Mr*** request for a refund is concerned, we did not find that this was warranted, particularly since the warranty is for the same or a comparable model refrigerator; not a refundAs this decision is commensurate to the circumstances, we have closed our file
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
*** *** ***

December 29, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of Mr*** complaint regarding his online order and his request for a full refund It is unfortunate that we failed Mr*** expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in his order, we found that Sears Online advised that the item was no longer availableHowever the warehouse indicated that they would contact Mr*** to find out what parts were needed as they could simply ship the necessary parts at no cost to himWe apologize again for any inconvenience Mr*** experienced with his order and hope that he will allow us an opportunity to provide him with a more seamless example of the type of customer service that we have built our reputation uponSince it is our understanding that Mr*** is in direct contact with the warehouse, 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

April 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his part for a dishwasher and his inability to have that part replaced at no charge under his manufacturer’s warranty There are some parts in *** *** dishwasher that due to the cost of the part, the manufacturer specifies that a technician has to determine that the parts are defective and need to be replaced. It does state in *** *** warranty that parts are no charge but that he would be responsible for any labor feesIt notes “any part of the upper or lower dish rack that rusts due to defective materials or workmanship will be replaced free of chargeAfter the first year from the purchase date, the customer assumes any labor costs associated with dish rack replacement.” The confusion seems to come from *** *** interpretation that the labor is an optional request on his part. As a courtesy, we have sent one item of the part number he noted to his home address as a courtesyThe part should arrive within weeksThis is a one-time accommodation for customer satisfactionIn light of the aforementioned information, we respectfully ask that this matter 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 Complaint Specialist Sears Holdings Corporation *** *** ***

March 29, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** * * *** *** *** *** We have completed our investigation of *** *** complaint regarding his dissatisfaction with his dishwasher repairFirst, we would like to apologize to *** *** for failing his expectations in regard to the repair of his dishwasherAdditionally, we would like to assure *** *** 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. We do not take these matters lightly and we have forwarded *** *** concerns to the District Service Manager for further review. While we understand that *** *** is seeking an exchange, he purchased the dishwasher on December 26, 2015, which means he had until January 25, 2016, to return or exchange the unit. Now that the purchase is outside Sears’ 30-day Return Policy timeframe, *** *** would need to allow us to try to repair the unit. On March 25, 2016, the technician returned to *** *** home to install a new pump motor. Once the new part was installed, the dishwasher was tested and found to be operating properlyAgain, we sincerely regret any inconvenience *** *** may have experienced due to the delay in repairing his dishwasher. Member Advocate *** *** attempted to follwith *** *** on the repair; however, *** *** was not home. If *** *** has any remaining concerns with the dishwasher, he is welcome to call *** ** *** *** In the interim, since we have completed the repair to *** *** dishwasher, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Amy L ***#*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her garden tractorJoe Hammontree, Sears Home Services, Technical Manager provided the following response: On August 25th a new transmission was installed into Ms***’s garden tractorAfter the service call I contacted Ms*** who confirmed that the repairs were completeIt is important to note that a $lawn care reimbursement check was processed and should be received in the next 10-daysIf I can be of any further assistance to Ms***, she can reach me at 913/274-We apologize for the inconvenience noted in Ms***’s complaint and 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