Sears Holdings Corporation

On 12/I placed an online order at Sears.com to have an item shipped to a store in my areaThe order was completed successfully and email confirmation was sent to me thereafterLater that day I received an alert from Sears.com advising that the item was sold out and could not be picked up at the location I designated for store pickupIt gave me an option to either have the item shipped free of charge or sent to another store near me for pick upI tried to click the option to have it shipped but the link took me to the website with no reference as to what I needed to do nextI then went back into the email and saw a option to CHAT now to get assistanceAt approx7:I started a CHAT with an agent(contact me for his name) regarding the email I received wanting to get my issue taken care of quickly....or so I thoughtLet me begin by saying this was by far the WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER ENDURED IN MY YEARS OF LIFEI explained to this rep what had happened and what the email said I had a option of doing at this point due to problem that was created with the item being sold outPLEASE PULL THIS CHAT AND YOU WILL BE AMAZED AT HOW THIS REP HANDLED MY SITUATION AND TORTURED ME THROUGHOUT THIS PROCESSAll I wanted is for you all to do was ship me the item as you had offered to do and I would have been greatHe tells that he cant and must cancel the order and create a new order after going back and forth way to longIt was as if he had not listened or had a clue as to what to doCustomer focus is not his priority and he is a CANCER to your organizationIf you retain this employee it will surely cause you to lose tons of customersI agreed to let him cancel the order and place a new order as long as the order total I paid would stay the sameHe then tells me he could not keep the price the same and that I would have to pay more for the itemI told him why would I be dumb enough to pay more for an item that I clearly paid less for in my earlier online transactionI had received a shop your way reward, a special offer for $off $and friends and family discountI told him to do whatever he needed to do to get my total to the $I initially paidHe asked me if I still had promo codes and I told him no and to find any codes he needed to internally to adjust the cost or manually override the costHe continued to insult me over and over and tell me that he could not and I would have to pay moreI was so livid and frustrated and had to repeatedly ask for a supervisor at least timesHe NEVER gave me a supervisor but would come back and say my supervisor will now let me do the $but no free shippingI continually told him no and that I could email him the email where you all offered this and that I was not asking for that you all had not offeredAll I wanted was for him to honor the email and get me back to the price I paid earlierThis rep was pure EVIL and kept going back and forth retracting and changing that he would waive freight and changing the cost to different amountsI ended up on this *** CHAT WITH THIS *** EMPLOYEE OF YOURS FOR HRSWhy would a supervisor not have intervened and took him out of the equationI am beginning to believe that this is how your company has trained these employees as they are not empowered to make decisions or even use common senseIt not once registered that my goal here should be to keep her order in tact as it was earlier when she placed it online and ensure we get her the item she wanted shipped due to the error on Sear's partI am so disappointed as I have supported Sears a very long timeI will surely share this HORRIBLE experience on social media and with all my friends and familyBelieve me word of mouth is powerfulYou need to train your agents or this agent to handle issues so much betterI am a Supervisor over a large customer service department and I would have FIRED this employee on the spot for torturing a customer the way your agent did me last nightIt is unacceptable and demands your immediate attentionI cant believe that any employee would manage a situation this terriblyI was not asking for anything FREE only what was offered to me so why was I treated this way????????????? If I get a response it would work to restore my faith just a little as this ordeal will surely not make me feel warm and fuzzy about your company for while to comeI honestly don't think I will get any reply so forgive me for wishfully thinkingI will leave you all to determine the value you have or don't have on your customers

Initial Business Response /* (1000, 8, 2015/06/10) */
*** ***
Revdex.com
North *** Ave, Ste#
Chicago, IL XXXXX
Re: *** *** #XXXXXXXX
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding a
garden tractor purchased from Sears
*** *** Sears Home Services, Support Specialist provided the following response:
Sears Home Services dispatched a technician to Mr***'s home on June 3, to find out why his tractor wouldn't startThe technician, who was at the home for almost minutes, noted that he checked the engine compression and fond no issuesHe then repositioned the gas tank vent tube, removed the gas from the gas tank and put in fresh gas and started the tractorIt is important to note that new fresh gas should always be put into the gas tankSince we have noted our response to Mr***'s complaint, we ask that this complaint be closed
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 Claims Specialist
Sears Holdings Corporation
***@searshc.com

January 11,
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
Re: *** * *** *** Dear Ms*** We have not fully completed our investigation of Ms*** complaint regarding her recent online experience We apologize for the delay in responding to this complaintWe forwarded this matter to Sears’ Detail Control Center to research further and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us ten business days to come to a decisionIn the interim, should Ms*** have any questions, she may contact me via email at *** We apologize again 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 20,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** Dear Ms*** We have completed the investigation of Ms
*** complaint regarding her dissatisfaction that the incorrect dryer was ordered and her request for an exchange without paying the difference in price or the delivery charges
It is unfortunate that we failed Ms*** expectations when she requested a gas dryer but was mistakenly ordered an electric dryerWe value Ms*** patronage, but can understand her frustrationWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
According to our records, the exchange was processed and the gas dryer was delivered on December 17, For customer satisfaction, Ms*** was not charged for the difference in price between the dryersHowever, since she did not initially pay for delivery, she was charged a delivery fee on the exchange to cover delivery and haul awaySince we have addressed the issue brought forth in Ms*** complaint, 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
*** *** ***

Contact Name and Title: MELISSA ***
October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: Courtney *** - #
Dear Ms***:
We have completed our investigation Ms
*** complaint regarding her dissatisfaction with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigeratorAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms*** concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms*** complaint, so that future problems can be averted
Since Ms*** has indicated that she would prefer to have the repair completed by another service provider, we have processed a refund for $We arrived at this amount by subtracting the non-refundable trip charge fee of $from the amount she paid, $We are unable to issue a full refund as Ms*** was provided with a diagnosis, which is what the aforementioned trip charge coversThe credit was processed to Ms*** Visa account ending in on October 13, 2015, so she should see it post to her account within the next five to seven days
With that said, since we have issued Ms*** a partial refund and documented her concerns with the repair process, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

Had a service call scheduled for over a week,took off work to be home.no call no show.when I did call at the end of my time period,I was told the service repair person had called in.no call to me on either phone line.they would or send anyone out the next day stated I had to wait a week,spoke with Chris the manager he I'd nothingThey call and shove these home warranties down your throat and then don't follow thru with the appointments,what the heckThey have my money but no serviceI will never use them againThey should have arranged for a repair man the next t dayNo a customer satisfier

February 1, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Cynthia *** - # Dear Ms***: We have completed our investigation of Ms***’ complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her rangeAdditionally, we would like to assure Ms*** that we appreciate her 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 Ms***’ concerns to the District Service Manager for further review. On January 30, 2016, the technician returned to Ms***’ home to install the parts that were previously ordered. Once the parts were installed, the range was tested and found to be operating properly Again, we sincerely regret any inconvenience Ms*** may have experienced due to the delay in repairing her rangeWith that said, since we have completed the repair to Ms***’ range, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
The company as refunded the proper amounts to my purchase and satisfactionI appreciate the professionalism of their complaint resolution department; I only regret that it had to taken this far
I now consider this matter closed
Sincerely,
Christophrer ***

Contact Name and Title: *** ***
October 15,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** * * ***
*** *** ***
We have completed our investigation ***
*** complaint regarding her dissatisfaction with Sears Home Services
First, we would like to apologize to *** *** for failing her expectations in regard to the repair of her refrigeratorAdditionally, we would like to assure *** *** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded *** *** concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within *** *** complaint, so that future problems can be averted
After reviewing the notes within the service system regarding *** *** refrigerator, our office contacted her to advise her that the refrigerator was being replaced under her exceptional parts warranty*** *** was allowed $2,towards a new refrigerator with Sears and reselected on October 13, The new refrigerator was delivered on October 14, Since it is our understanding that *** *** is satisfied with the aforementioned resolution, we ask that this matter be closed
Again, we apologize to *** *** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist

January 18,
class="InsideAddress">*** ***
***Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have been unable to complete the investigation of Mr*** complaint. Although Mr*** provided his name and address in the complaint, we could not locate the service information for the washer in question An email was sent to Mr*** on January 9, 2017, and January 12, 2017, requesting the correct repair address, but he did not respond. In order to investigate this matter thoroughly, we ask that Mr*** provide the address and telephone number used to schedule the repair, so we can locate his service call in our systemWe would appreciate it if Mr*** would respond to this correspondence with the requested informationIn the interim, we ask to have this matter closed, pending a response from Mr*** We apologize to Mr*** for this issue and would appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *
*** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with his installation and the customer service he received from our installation department It is unfortunate that we failed Mr*** expectations with his recent installation of his dishwasherWe value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his 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 he was treated and that we truly regret any inconvenienceMr*** confirmed that the dishwasher is working properly now and have refunded Mr*** the installation cost and the service charges his paid on December 6, for a total of $This has been processed in a check form and Mr*** should see this by January 6, Mr*** has my direct contact information if he is still in need of assistance, since we have repaired Mr*** dishwasher, refunded his installation and service charges we have closed this case Again, we apologize to Mr*** for this issue 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 *** *** ***

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** ***
class="InsideAddress"> Dear Ms*** We have completed our investigation of Mr*** complaint regarding his Sears Appliance Warranty and service under that warranty As clarification, when a consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualifyThe consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit cardThe Sears Appliance warranty is $a month or $for a month periodOur consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” It is unfortunate that we failed Mr*** expectations with his recent repairMr*** confirmed with our service unit that the refrigerator was repaired and is working properlyMr*** asked about food loss coverage, unfortunately food loss is not covered under the Sears Appliance WarrantySince we have repaired Mr*** refrigerator under the terms and conditions of the Sears Appliance Warranty and noted his candid feedback we have closed this case We apologize to Mr*** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

August 26, Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL
Re: #1***Sheri L***o Dear Ms***: We have completed the investigation of Ms*** complaint regarding a recent transaction As clarification, the terms of this offer are listed on our site clearly and they note: “Get 10% More than the Cash Savings Back in a Gift Card When You Pay Regular Price Buy at regular price and receive a Sears Gift Card for 10% more than what your cash savings would be (e.g., if $off, you pay regprice but get a gift card for $550)To redeem this offer click the regular price option in Payment Options belowIf you are using a mobile device or if the Payment Options box doesn't display, please place your order through a desktop version of the site using a current, up to date web browser“ Under the pricing, it also says: “Learn about our regular price offer” and then: “Choose the price you want to pay: $xxx.xx Save $xx.xx today Pay this price & save on today's order $xxxx.xx & receive a gift card Pay this price & receive a Sears gift card for 10% more than you will save with the price aboveNot valid with discounts or couponsHow it works: Select this option & place your orderAfter your order is placed, email your salescheck #, first & last name, & telephone number to: *** Please allow up to days for processing.” As illustrated above, if any discounts or coupons were applied to an order, it would be disqualified from this promotion We apologize for any misunderstandingHer purchase had two promotions applied to itOne was for $off of Kenmore appliancesThe other was to save 5% off when a sears card was used as the method of paymentAccordingly, Ms*** purchase did not qualify for this promotion, which is why her request was denied That said, we are willing to provide her with an adjustment to her account equal to the difference she paid between the regular price and the sales price factoring in the aforementioned discountsThis means she would have paid $for the sales priceThe 5% percent discount would have been $off of that and then when you subtract the $coupon, she would have paid $plus percent sales tax ($128.10) which would make it $totalThe difference between these two transaction sis $and we are willing to provide Ms***o with a credit for that amount if she wishes to cancel the return that is currently scheduled for August 31, If not, the return will be completed and she will receive a refund for what she paidIn light of the aforementioned information, we respectfully ask that this matter be considered closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Tammie.***@searshc.com

December 16, 2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL
*** * *** * *** * *** *** ***We have completed
our investigation of *** *** complaint regarding service for his
new
refrigerator*** *** stated
that the store had processed an exchange for him and he now has a working
refrigerator*** *** did offer feedback on the third party emergency
service provider we had contracted to provide service for him and we have forwarded
that feed back to management for reviewSince we have replaced *** ***’s
refrigerator and he indicated he is satisfied with the results we have closed
our case.We apologize to *** *** 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,*** ** ***Regulatory
Complaint SpecialistSears Holdings
Corporation*** ***

Contact Name and Title: MELISSA ***
October 5,
Nita ***
RevDex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Richelle *** - # 945***
Dear Ms***:
We have completed our investigation Ms*** complaint regarding her dissatisfaction with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigeratorAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms*** concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms*** complaint, so that future problems can be averted
On October 2, 2015, the technician returned to Ms*** home to install the parts that were previously orderedOnce the parts were installed, the refrigerator was tested and found to be operating properlyAgain, we sincerely regret any inconvenience Ms*** may have experienced due to the delay in repairing her refrigeratorAs a conciliatory gesture, our office processed a six-month extension to Ms*** Master Protection Agreement (MPA); the coverage now expires on September 4, Lastly, our records show that Ms*** filed a food loss claim for $on September 29, 2015, so she should receive a check within the next daysWith that said, since we have completed the repair to Mr*** refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

October 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** *** Dear *** ***:
We have completed the investigation of Ms
*** complaint regarding her dissatisfaction that her refrigerator has been repaired multiple times
According to our records, the refrigerator repair was completed on October 19, *** Customer Advocate with Service Unit *** made multiple attempts to contact Ms*** and left voicemails with her contact informationSince she has not responded, we are unable to resolve Ms*** issue until we have the opportunity to discuss the matter with herIf Ms*** continues to have problems with the refrigerator, she may contact *** at *** In the interim, we will consider this matter closed, pending her response
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
*** *** ***

June 16, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and request for a refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience --- may have experienced After reviewing the notes in her order we found that Sears Online processed a replacement refund gift card on June 2, 2016, for $Ms*** should receive the gift card in the mail within to business daysAdditionally, 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 upon. In the interim, we have noted Ms*** concerns and 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

Contact Name and Title: MELISSA ***
October 29,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: Belinda *** - #
Dear Ms***:
We have completed our investigation
Mrs***'s complaint regarding her dissatisfaction with Sears Optical
First, we would like to apologize to Mrs*** for failing her expectations in regard to the frames she purchased from Sears OpticalUpon receiving Mrs***'s complaint, we contacted Optical Helpline Support Specialist Carmella *** for assistanceMs*** subsequently spoke with Mrs*** and her husband, Richard and was able to reach an agreementMs*** is sending the ***s a check for $63.50, which is half of the cost of the replacement frame that Mr*** purchased from his doctorSince it is our understanding that the aforementioned resolution meets with Mrand Mrs***'s satisfaction, we ask that this matter be closed
Again, we apologize to Mrand Mrs*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

January 9, *** *** 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 As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** *** *** ** *** *** *** *** North *** *** ** *** *** *** and telephone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order we found that the item was in a held statusTherefore, Sears Online issued a full refund back to the original gift cards under return receipt number ***Additionally, we confirmed that each gift card has the original amounts of $on each gift cardIn closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

Initial Business Response /* (1000, 6, 2015/08/03) */
August 3,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Mrs.***
We have completed our investigation of Mr.*** complaint
regarding his snow thrower
We apologize that Mr.*** snow thrower failed to meet his expectationsThe 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 this process and curtail the widespread practice of making these exceptionsIt 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 decisionMr*** notes that he purchased his snow thrower in This model carried a two year warrantyIn Mr.*** case, he declined to purchase an extended warranty, so any necessary repair costs would be his responsibility since his manufacturer's warranty expired sometime last year
Mr*** indicated that he had no faith in his snow thrower due something a third party repair technician told him about a recall on some models that had to do with the oil plugWe searched our records, but could find no related recalls on file for the model number Mr*** providedMr*** has apparently had the snow thrower in his possession now for over years and it seems likely that the plug could have been dislodged during use or maintenance and he simply failed to noticeIf the snow thrower was operated with no oil for a long enough period of time due to this, then the engine would have seized and it would need to be replacedEven if the unit were still under the manufacturer's warranty, such an issue would not be covered as only defects in material or workmanship are provided forIt is the consumer's responsibility to maintain proper oil levels on any gas powered equipmentUnfortunately, replacing the engine can cost as much, if not more than a new unitAs a courtesy, we are willing to offer to discount the purchase of a new snow thrower from Sears by 20% off of the lowest priceThis would be applicable in addition to any current sale prices, but not clearance, closeout, floor model, previously used or outlet merchandiseShould Mr*** wish to accept our offer, he has my email addressThe offer is only valid for days from the date of this letter; after that, it will be null and voidSince we are unable to grant Mr.*** request due to the aforementioned reasons, but we have proposed an alternate resolution that we feel is commensurate to the circumstance, we ask that this matter be closed
We apologize to Mr*** 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
***@searshc.com