March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and a delayed arrival date for his sears.com order It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, David ***, Manager for Sears Store number ***, contacted Mr*** on March 12, 2017, to discuss his concerns. At that time, Mr*** confirmed that Mr*** order would be available on March 16, 2017, and offered him a $discount as an apology for the delay he experienced. Mr*** accepted this offer and indicated that it met with his approval. If Mr*** has any further questions about this issue, he is welcome to contact Mr*** at *** At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr*** comments and an equitable resolution has been provided 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 *** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to note that while I did receive my refund, the research that they claim needed to be done is a little ridiculousHaving a customer have to call almost a dozen times to check on something and get the runaround by nearly every customer service rep they talk to because the team doing the research is "unavailable and offline" is not acceptableI work in retail myself and if this happened with my company, heads would be rolling
Sincerely,
Megan O***
June 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer and his request to have the
unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr*** complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that Mr*** renewed the Master Protection Agreement (MPA) on February 28, 2014. Within the last year, Mr*** has had four service calls completed, but only two qualifying repairs. On August 20, 2015, under service order *** a pump and switch were installed. Under service order *** (completed January 8, 2016), a switch was installed. On June 24, 2016, under service order *** the technician advised Mr*** that he needed to contact a licensed plumber to have an anti-siphon kit installed. The last service call was completed on July 29, 2016, under service orde* *** and the technician found no operational issues While we understand that Mr*** is frustrated and feels that his washer should be replaced, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the 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…” As we stated previously, Mr*** has only had two qualifying repairs to date. While we are unable to replace Mr*** washer at this time, as a courtesy, we have processed a six-month extension to the MPA he carries on his washer. The coverage now expires on May 26, 2017. With that said, since we have explained why a replacement is currently not an option for Mr***, and documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
September 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * Lindsey A***
Dear *** ***
We have completed the investigation of MsA*** complaint regarding the problem she encountered when she attempted
to return her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMsA*** mentioned that she purchased the bicycle onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Kmart return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policyAccording to our records, MsA*** purchased the bicycle on June 30, and *** delivered the order on July 5, MsA*** mentioned on her complaint that she attempted to return the bicycle on August 6, 2017; therefore, she was over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Kmart is no differentIt would not be fair to make an exception for MsA***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor MsA*** request
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Initial Business Response /* (1000, 13, 2015/04/29) */
April 29,
***
***
***
***
***
***
We have completed our investigation of* complaint
regarding her *** refrigerator
We were able to locate a service document from *** regarding the issue*** was experiencingPer the service document we replaced the drain and drain tube as well as*** ice maker all at no cost to her since *** covered the cost.*** confirmed the ice maker was working well and she has not had any issues with leakingWe also informed*** that since we have performed the service as recommended by *** if she continues to have issues with her refrigerator we recommend she contact *** directly since she is outside her manufactures warrantySince we have completed repairs to*** refrigerator and explained why Sears would not be replacing her refrigerator we have closed our case
We apologize to*** 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,
***
***
***
***
***
Initial Consumer Rebuttal /* (2000, 15, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are satisfied with Sears quick response and resolution to our complaintThe company representative and technician handled the case with diligence and a high level of professionalism
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her *** Refrigerator We apologize
that Ms*** refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In 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 customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It 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 property. The 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 decisionIt is important to note that the Lemon clause Ms*** quotes, is a clause under the Sears Master Protection Agreement and not part of the *** manufacture warranty With that being said although Sears sells many different Brands, unlike other retailers Sears is contracted by many of these manufactures to provide service for their warrantied itemsIn Sears was contracted with *** for any manufacture warranty service and all repairs were done and completed per the terms and conditions of the *** manufacture warranty It is unfortunate that Ms*** 2014 *** refrigerator did not live up to her expectations but since Ms*** is outside the day return period we are unable to refund her the purchase of the *** refrigeratorWe’d also like to point out that the last service call on Ms*** refrigerator was in October 2015, the next contact we have from Ms*** was on March 6, 2017, that is months after the last service from Sears and well past the Sears day service guarantee Since we have explained why we are not able to refund Ms* *** or offer her an exchange for the out of warranty *** refrigerator as she request we have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
August 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of MrB*** complaint regarding the repair to his washer and his request
for a partial service refund First, we would like to apologize to MrB*** for failing his expectations in regard to the repair of the washer. Upon reviewing MrB*** complaint and his service order, we confirmed that the technician did not install the partTherefore, we processed a refund for $($and $tax). MrB*** should receive a check in the next two weeksWith that said, since we have honored MrB*** request for a partial service refund, we ask that this matter be closed Again, we apologize to MrB*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Initial Business Response /* (1000, 13, 2015/06/08) */
June 8,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #***-*** *** ***
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding
a recent service call
We have spoken with Mr*** and he was provided with a resolution that he found to be satisfactoryAccordingly, we respectfully ask that this matter be considered 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 Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 15, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a refund
Final Business Response /* (4000, 19, 2015/07/06) */
June 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: *** *** ***
Dear Ms***
We have completed the investigation of Mr***'s rebuttal
We have spoken with Mr*** and he confirmed that he did actually receive his refundAccordingly, we respectfully ask that this matter remain 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
(XXX) XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 21, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator repair
Upon researching Mr*** complaint, we found that he purchased a Master Protection Agreement (MPA) for his refrigerator on December 29, 2016; the same day he called to schedule a repair. Per the terms of the MPA, the contract can only be purchased on a properly working product, which apparently was not the case since Mr*** scheduled service immediately upon purchasing the coverage. Normally the contract would have been canceled as soon as a Sears technician verified the coverage, but since the repair was initially being done through an authorized service provider, the coverage verification process was overlooked. Although the repair was ultimately completed by a Sears technician, since the authorized service provider completed a previous repair under the MPA, the coverage could no longer be canceled even though it appears that the condition of the refrigerator was misrepresented when the agreement was purchased. With that said, our records show that the repair to Mr*** refrigerator was completed on March 22, 2017, as a covered repair. In summary, since we have documented Mr*** concerns with the repair process and we have restored his refrigerator to proper working order, we ask that this matter be closed We appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
May 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** *** * * *** Dear *** *** We have completed the investigation of *** *** *** *** rebuttal to our previous responseAs we stated in our original response, Sears determines what the authorization amount will be for a comparable unit. Mr*** amount has already been increased twice, as a courtesy, and the final amount is $730.00. No further adjustments will be made. Again, if the *** do not wish to accept the authorized amount, the alternative is a refund of their protection agreement - $113.83; they can contact the Protection Agreement Department to request this refund. With that said, since Mrand Mrs*** have been authorized a replacement in accordance with the terms of the MPA, we have closed our fileSincerely, *** *** Regulatory Complaints Specialist
December 1, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Salam *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his refrigerator We received the
same complaint from Mrs*** through the Washington Attorney General; we will provide your agency with the same information First, we would like to apologize to Mr*** for failing his expectations in regard to his refrigerator. 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. We do not take these matters lightly and we sincerely regret any inconvenience this situation may have caused Mr*** Upon researching Mr***’s concerns, we found that our escalated customer service group, Customer Solutions, had already processed an exchange. However, when the Delivery team was removing the door to bring the refrigerator into Mr*** home, a screw was stripped. Another refrigerator was ordered, but Mrs*** decided that she wanted a smaller unit. My office assisted Mrs*** by processing another exchange; Mrand Mrs*** are currently expecting a cubic foot Whirlpool refrigerator, modelWRF757SDEM, on December 13, 2016, which is the soonest available date. Additionally, we have contacted our Protection Agreement department to process a $food loss reimbursement check that the *** should receive in the next two to three weeks. Lastly, we will ensure that the Master Protection Agreement transfers to the new refrigerator upon deliveryWhile we are responding to your agency, we will follwith Mrand Mrs*** after the delivery to ensure their satisfaction. In the interim, since it is our understanding that he ***s are satisfied with the aforementioned resolution, 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
February 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer
First, we would like to apologize to Mr*** for failing his expectations in regard to his washer. Although several repair attempts were made to the washer, Mr*** remained dissatisfied with the unit. While Mr*** was no longer entitled to any refund, District Sales Manager Chris *** authorized a refund in the amount of $for the washer and the protection agreement. The refund request was processed on February 9, 2017, by the store of purchase; Mr*** should receive a check in the next 7-business days. With that said, since Mr*** is being provided with his requested resolution, we ask that this matter be closed Again, we apologize to Mr*** we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
October 6,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms***
We have completed the investigation of Ms*** complaint regarding the failure
of her dishwasher after her warranty expired. We apologize that Ms*** dishwasher failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In 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 customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It 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 property. The 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 Ms*** case, she purchased her dishwasher November 30, 2013, without purchasing any additional coverage and the full manufacturer’s warranty expired December 12, 2014, which was a year after it was deliveredIt still had another year of coverage for all parts after that, where the parts were covered but the labor was not. We did not find that any repairs were provided while the dishwasher was covered under warranty and in fact we did not find that Sears has ever repaired this dishwasher. Ms*** indicates that she repaired the dishwasher herself this year after the board failedUnfortunately, without being a trained technician, she may have replaced the board without determining the reason for the failure in the first placeAdditionally, when the board is replaced it is very important that it is paired properly with the user interface or it could result in erratic operationNot to mention other factors that could affect the board such as condensation from a failed vent that could have caused something to short outThe fact is that it is important to have a technician examine the unit to determine what is causing the failure of the board or to determine if the board has even failed; sometimes there can just be a loose connection With that said, since Ms*** is not covered under any warranty or agreement we are unable to honor any of her requested resolutionsA refund was only an option within days of her purchase date and a replacement would only be provided if she had some type of coverage that provided that benefit We do think though that we have a fair alternative she might like to pursueWe sell a limited benefit Service Smart Agreement (SSA) that is the only contract we sell for appliances that are not in good working order and do not have any coverageSeveral conditions have to be met to be eligible for purchase, including the item being less than years old, not in a disassembled state, not damaged by an act of god, and with a legible model and serial number tagWe believe Ms*** dishwasher should meet those conditionsThe price for this contract is in about the $to $range and as mentioned, it has more limited benefits than the contracts we sell before an item is not working. Specifically, it covers up to $in any single repair, when none would be covered without it and if the repair is more than $or if it cannot be repaired, a replacement can be authorized for up to $towards a comparable dishwasher, or a full refund can be requested for the contractAlso, once the repair is completed, the consumer still has a full year of coverage in case the repair did not provide a long-lasting solution or if a new issue develops Our alternative offer then would be if Ms*** purchased one of these contracts to repair her dishwasher, we would be willing to provide her with a $refund after the purchase; so essentially she would get back the cost of the board off the cost of the contractShe would have to buy it first though since we cannot provide these as complimentary, and then let me know once purchased so that a partial refund could be processed without affecting the coverage levelsIn this way Ms*** could have a trained technician assess the dishwasher and hopefully determine what is causing the issue with the board or interfaceTo purchase the coverage, Ms*** would just need to call our *** number to schedule a repair on the dishwasherOnce the agent is assisting, she can request to purchase the SSA, the agent will read off all the required disclosures and can then schedule her for a service date under the contractAgain, after this she would just need to call or email me to let me know the contract was purchased and I could not only issue the refund but also work with our service unit to ensure the repair goes smoothlyIn the interim, since we have proposed a reasonable resolution and we are just waiting for Ms*** decision, we have closed our case pending her response. 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: ***
November 30, 2015Nita ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611Re: Darlene *** - # 10970842Dear Ms***:We have completed the
investigation of Ms***’ complaint regarding the scheduling of a dryer service
appointment.First, we would like
to
apologize to Ms*** for failing her expectations in regard to the scheduling
of her dryer repair. Additionally, 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. Accordingly, we forwarded Ms***’ complaint
to the appropriate management teams for review and we are confident that her
concerns will be thoroughly addressed Again,
we appreciate the opportunity to address Ms***’ concerns.On November 30, 2015, we
spoke with Ms*** in regard to her complaintMs*** explained that her
dryer was now working and she is arranging to have it side-vented, as
recommended by our delivery team.
Additionally, she voiced her disappointment with the customer service she
received when she called to schedule a repair appointment. As an apology and a conciliatory gesture for
any frustration Ms*** may have experienced, we offered a $gift card,
which Ms*** acceptedThe gift card request was submitted November 30th,
so Ms*** can expect to receive it within the next two weeks In summary, since we have confirmed that Ms
***’ dryer is now working and we have documented her concerns with the
scheduling 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
Sincerely,
Emily ***
July 23, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear MsV*** We have completed the investigation of MrM*** complaint regarding the denial of a repair on his
dishwasher by saying it was not covered.As clarification, the agreement on the dishwasher did state that modifications to the appliance could cause for it to not be coveredHowever, MrM*** indicated that it was a Sears tech that made an epoxy repair to the tub and not himOur system only retains service records for approximately years and MrM*** had owned the dishwasher for approximately eleven yearsSo even if we had repaired at some point, we would not have the record any longer potentiallyAs such, we felt it was fair to authorize MrM*** to receive a replacement dishwasherOur system shows that he has since used his authorization for a new dishwasher so we have closed our file.We apologize to MrM*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,D*** S*Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
*** ***
*** *** ***
*** *** *** *** *** ***
*** ** ***
Re: Ronald Joseph *** #
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding a Sears Garage Solutions
Josie ***, Sears Garage
Solutions, Service Manager provided the following response:
On Friday, October 9, 2015, I had the pleasure of speaking with Mr*** who informed me that the install of the new garage door went wellIt is our understanding that the local office did not explain that it could take - weeks to obtain all of the permits needed prior to installing the door in Mr***'s townMoving forward, if Mr*** has any additional concerns, I invite him to contact me at 740/201-Since we have been confirmed with Mr*** that the new door was installed to his satisfaction, we ask that this complaint be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
The facts stated by Ms*** are accurateI now have a replacement mower and we're satisfied with itIt's unfortunate that it took me taking matters into my own hands and contacting the Revdex.com to appropriately resolve this
matterI expected more from a company that has been in business as long as SearsI also expected better treatment from the managersI was treated poorly and the delays were unreasonable (and I was paying for all of this)Thanks for assisting me in getting this issue resolvedSometimes the system does work in favor of the consumer
Contact Name and Title: MELISSA ***
September 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Daniel *** - # 945***
Dear Ms***:
We have completed our investigation Mr***'s complaint regarding his laundry
center
Upon researching Mr***'s complaint, we found that he filed nearly an identical complaint with your agency in October of Furthermore, a review of our records shows that no repairs have been completed to Mr***'s laundry center through Sears Home ServicesA service call was scheduled for September 25, 2014, but that call was canceled and no further service has been requested since thenWe feel is it important to point out that Mr***'s laundry center was purchased nearly seven years ago and is no longer covered by any manufacturer's warranty and he does not carry a protection agreementBased upon the complete absence of any service history, lack of warranty or extended coverage, we find that no accommodations are necessaryIf Mr***'s laundry center is in need of repair, any related labor and part costs will be his sole financial responsibilityWith that said, since we find Mr***'s complaint to be without merit, we ask that this matter be closed
We appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** ***#*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a Heat Pump purchased from SearsSears Home Improvement Products has
approved the replacement of Mr***’s heat pumpThe equipment has been ordered and the replacement will be taking place soonThe local contractor service manager will be contacting Mr*** to schedule the installationSears is covering the full cost of replacementIf Mr*** has any additional questions or concerns, his contact Lionel *** from Sears Home Improvement can be reached at ***/***-***That said we ask that this complaint be closed pending further contactWe 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and a delayed arrival date for his sears.com order It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, David ***, Manager for Sears Store number ***, contacted Mr*** on March 12, 2017, to discuss his concerns. At that time, Mr*** confirmed that Mr*** order would be available on March 16, 2017, and offered him a $discount as an apology for the delay he experienced. Mr*** accepted this offer and indicated that it met with his approval. If Mr*** has any further questions about this issue, he is welcome to contact Mr*** at *** At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr*** comments and an equitable resolution has been provided 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 *** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to note that while I did receive my refund, the research that they claim needed to be done is a little ridiculousHaving a customer have to call almost a dozen times to check on something and get the runaround by nearly every customer service rep they talk to because the team doing the research is "unavailable and offline" is not acceptableI work in retail myself and if this happened with my company, heads would be rolling
Sincerely,
Megan O***
June 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer and his request to have the
unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr*** complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that Mr*** renewed the Master Protection Agreement (MPA) on February 28, 2014. Within the last year, Mr*** has had four service calls completed, but only two qualifying repairs. On August 20, 2015, under service order *** a pump and switch were installed. Under service order *** (completed January 8, 2016), a switch was installed. On June 24, 2016, under service order *** the technician advised Mr*** that he needed to contact a licensed plumber to have an anti-siphon kit installed. The last service call was completed on July 29, 2016, under service orde* *** and the technician found no operational issues While we understand that Mr*** is frustrated and feels that his washer should be replaced, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the 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…” As we stated previously, Mr*** has only had two qualifying repairs to date. While we are unable to replace Mr*** washer at this time, as a courtesy, we have processed a six-month extension to the MPA he carries on his washer. The coverage now expires on May 26, 2017. With that said, since we have explained why a replacement is currently not an option for Mr***, and documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
September 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * Lindsey A***
Dear *** ***
We have completed the investigation of MsA*** complaint regarding the problem she encountered when she attempted
to return her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMsA*** mentioned that she purchased the bicycle onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Kmart return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policyAccording to our records, MsA*** purchased the bicycle on June 30, and *** delivered the order on July 5, MsA*** mentioned on her complaint that she attempted to return the bicycle on August 6, 2017; therefore, she was over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Kmart is no differentIt would not be fair to make an exception for MsA***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor MsA*** request
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Initial Business Response /* (1000, 13, 2015/04/29) */
* complaint
April 29,
***
***
***
***
***
***
We have completed our investigation of
regarding her *** refrigerator
We were able to locate a service document from *** regarding the issue*** was experiencingPer the service document we replaced the drain and drain tube as well as*** ice maker all at no cost to her since *** covered the cost.*** confirmed the ice maker was working well and she has not had any issues with leakingWe also informed*** that since we have performed the service as recommended by *** if she continues to have issues with her refrigerator we recommend she contact *** directly since she is outside her manufactures warrantySince we have completed repairs to*** refrigerator and explained why Sears would not be replacing her refrigerator we have closed our case
We apologize to*** 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,
***
***
***
***
***
Initial Consumer Rebuttal /* (2000, 15, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are satisfied with Sears quick response and resolution to our complaintThe company representative and technician handled the case with diligence and a high level of professionalism
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her *** Refrigerator We apologize
that Ms*** refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In 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 customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It 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 property. The 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 decisionIt is important to note that the Lemon clause Ms*** quotes, is a clause under the Sears Master Protection Agreement and not part of the *** manufacture warranty With that being said although Sears sells many different Brands, unlike other retailers Sears is contracted by many of these manufactures to provide service for their warrantied itemsIn Sears was contracted with *** for any manufacture warranty service and all repairs were done and completed per the terms and conditions of the *** manufacture warranty It is unfortunate that Ms*** 2014 *** refrigerator did not live up to her expectations but since Ms*** is outside the day return period we are unable to refund her the purchase of the *** refrigeratorWe’d also like to point out that the last service call on Ms*** refrigerator was in October 2015, the next contact we have from Ms*** was on March 6, 2017, that is months after the last service from Sears and well past the Sears day service guarantee Since we have explained why we are not able to refund Ms* *** or offer her an exchange for the out of warranty *** refrigerator as she request we have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
August 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of MrB*** complaint regarding the repair to his washer and his request
for a partial service refund First, we would like to apologize to MrB*** for failing his expectations in regard to the repair of the washer. Upon reviewing MrB*** complaint and his service order, we confirmed that the technician did not install the partTherefore, we processed a refund for $($and $tax). MrB*** should receive a check in the next two weeksWith that said, since we have honored MrB*** request for a partial service refund, we ask that this matter be closed Again, we apologize to MrB*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Initial Business Response /* (1000, 13, 2015/06/08) */
June 8,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #***-*** *** ***
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding
a recent service call
We have spoken with Mr*** and he was provided with a resolution that he found to be satisfactoryAccordingly, we respectfully ask that this matter be considered 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 Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 15, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a refund
Final Business Response /* (4000, 19, 2015/07/06) */
June 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: *** *** ***
Dear Ms***
We have completed the investigation of Mr***'s rebuttal
We have spoken with Mr*** and he confirmed that he did actually receive his refundAccordingly, we respectfully ask that this matter remain 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
(XXX) XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 21, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator repair
Upon researching Mr*** complaint, we found that he purchased a Master Protection Agreement (MPA) for his refrigerator on December 29, 2016; the same day he called to schedule a repair. Per the terms of the MPA, the contract can only be purchased on a properly working product, which apparently was not the case since Mr*** scheduled service immediately upon purchasing the coverage. Normally the contract would have been canceled as soon as a Sears technician verified the coverage, but since the repair was initially being done through an authorized service provider, the coverage verification process was overlooked. Although the repair was ultimately completed by a Sears technician, since the authorized service provider completed a previous repair under the MPA, the coverage could no longer be canceled even though it appears that the condition of the refrigerator was misrepresented when the agreement was purchased. With that said, our records show that the repair to Mr*** refrigerator was completed on March 22, 2017, as a covered repair. In summary, since we have documented Mr*** concerns with the repair process and we have restored his refrigerator to proper working order, we ask that this matter be closed We appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
May 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** *** * * *** Dear *** *** We have completed the investigation of *** *** *** *** rebuttal to our previous responseAs we stated in our original response, Sears determines what the authorization amount will be for a comparable unit. Mr*** amount has already been increased twice, as a courtesy, and the final amount is $730.00. No further adjustments will be made. Again, if the *** do not wish to accept the authorized amount, the alternative is a refund of their protection agreement - $113.83; they can contact the Protection Agreement Department to request this refund. With that said, since Mrand Mrs*** have been authorized a replacement in accordance with the terms of the MPA, we have closed our fileSincerely, *** *** Regulatory Complaints Specialist
December 1, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Salam *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his refrigerator We received the
same complaint from Mrs*** through the Washington Attorney General; we will provide your agency with the same information First, we would like to apologize to Mr*** for failing his expectations in regard to his refrigerator. 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. We do not take these matters lightly and we sincerely regret any inconvenience this situation may have caused Mr*** Upon researching Mr***’s concerns, we found that our escalated customer service group, Customer Solutions, had already processed an exchange. However, when the Delivery team was removing the door to bring the refrigerator into Mr*** home, a screw was stripped. Another refrigerator was ordered, but Mrs*** decided that she wanted a smaller unit. My office assisted Mrs*** by processing another exchange; Mrand Mrs*** are currently expecting a cubic foot Whirlpool refrigerator, modelWRF757SDEM, on December 13, 2016, which is the soonest available date. Additionally, we have contacted our Protection Agreement department to process a $food loss reimbursement check that the *** should receive in the next two to three weeks. Lastly, we will ensure that the Master Protection Agreement transfers to the new refrigerator upon deliveryWhile we are responding to your agency, we will follwith Mrand Mrs*** after the delivery to ensure their satisfaction. In the interim, since it is our understanding that he ***s are satisfied with the aforementioned resolution, 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
February 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer
First, we would like to apologize to Mr*** for failing his expectations in regard to his washer. Although several repair attempts were made to the washer, Mr*** remained dissatisfied with the unit. While Mr*** was no longer entitled to any refund, District Sales Manager Chris *** authorized a refund in the amount of $for the washer and the protection agreement. The refund request was processed on February 9, 2017, by the store of purchase; Mr*** should receive a check in the next 7-business days. With that said, since Mr*** is being provided with his requested resolution, we ask that this matter be closed Again, we apologize to Mr*** we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
October 6,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms***
We have completed the investigation of Ms*** complaint regarding the failure
of her dishwasher after her warranty expired. We apologize that Ms*** dishwasher failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In 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 customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It 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 property. The 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 Ms*** case, she purchased her dishwasher November 30, 2013, without purchasing any additional coverage and the full manufacturer’s warranty expired December 12, 2014, which was a year after it was deliveredIt still had another year of coverage for all parts after that, where the parts were covered but the labor was not. We did not find that any repairs were provided while the dishwasher was covered under warranty and in fact we did not find that Sears has ever repaired this dishwasher. Ms*** indicates that she repaired the dishwasher herself this year after the board failedUnfortunately, without being a trained technician, she may have replaced the board without determining the reason for the failure in the first placeAdditionally, when the board is replaced it is very important that it is paired properly with the user interface or it could result in erratic operationNot to mention other factors that could affect the board such as condensation from a failed vent that could have caused something to short outThe fact is that it is important to have a technician examine the unit to determine what is causing the failure of the board or to determine if the board has even failed; sometimes there can just be a loose connection With that said, since Ms*** is not covered under any warranty or agreement we are unable to honor any of her requested resolutionsA refund was only an option within days of her purchase date and a replacement would only be provided if she had some type of coverage that provided that benefit We do think though that we have a fair alternative she might like to pursueWe sell a limited benefit Service Smart Agreement (SSA) that is the only contract we sell for appliances that are not in good working order and do not have any coverageSeveral conditions have to be met to be eligible for purchase, including the item being less than years old, not in a disassembled state, not damaged by an act of god, and with a legible model and serial number tagWe believe Ms*** dishwasher should meet those conditionsThe price for this contract is in about the $to $range and as mentioned, it has more limited benefits than the contracts we sell before an item is not working. Specifically, it covers up to $in any single repair, when none would be covered without it and if the repair is more than $or if it cannot be repaired, a replacement can be authorized for up to $towards a comparable dishwasher, or a full refund can be requested for the contractAlso, once the repair is completed, the consumer still has a full year of coverage in case the repair did not provide a long-lasting solution or if a new issue develops Our alternative offer then would be if Ms*** purchased one of these contracts to repair her dishwasher, we would be willing to provide her with a $refund after the purchase; so essentially she would get back the cost of the board off the cost of the contractShe would have to buy it first though since we cannot provide these as complimentary, and then let me know once purchased so that a partial refund could be processed without affecting the coverage levelsIn this way Ms*** could have a trained technician assess the dishwasher and hopefully determine what is causing the issue with the board or interfaceTo purchase the coverage, Ms*** would just need to call our *** number to schedule a repair on the dishwasherOnce the agent is assisting, she can request to purchase the SSA, the agent will read off all the required disclosures and can then schedule her for a service date under the contractAgain, after this she would just need to call or email me to let me know the contract was purchased and I could not only issue the refund but also work with our service unit to ensure the repair goes smoothlyIn the interim, since we have proposed a reasonable resolution and we are just waiting for Ms*** decision, we have closed our case pending her response. 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: ***
November 30, 2015Nita ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611Re: Darlene *** - # 10970842Dear Ms***:We have completed the
investigation of Ms***’ complaint regarding the scheduling of a dryer service
appointment.First, we would like
to
apologize to Ms*** for failing her expectations in regard to the scheduling
of her dryer repair. Additionally, 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. Accordingly, we forwarded Ms***’ complaint
to the appropriate management teams for review and we are confident that her
concerns will be thoroughly addressed Again,
we appreciate the opportunity to address Ms***’ concerns.On November 30, 2015, we
spoke with Ms*** in regard to her complaintMs*** explained that her
dryer was now working and she is arranging to have it side-vented, as
recommended by our delivery team.
Additionally, she voiced her disappointment with the customer service she
received when she called to schedule a repair appointment. As an apology and a conciliatory gesture for
any frustration Ms*** may have experienced, we offered a $gift card,
which Ms*** acceptedThe gift card request was submitted November 30th,
so Ms*** can expect to receive it within the next two weeks In summary, since we have confirmed that Ms
***’ dryer is now working and we have documented her concerns with the
scheduling 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
Sincerely,
Emily ***
July 23, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear MsV*** We have completed the investigation of MrM*** complaint regarding the denial of a repair on his
*Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
dishwasher by saying it was not covered.As clarification, the agreement on the dishwasher did state that modifications to the appliance could cause for it to not be coveredHowever, MrM*** indicated that it was a Sears tech that made an epoxy repair to the tub and not himOur system only retains service records for approximately years and MrM*** had owned the dishwasher for approximately eleven yearsSo even if we had repaired at some point, we would not have the record any longer potentiallyAs such, we felt it was fair to authorize MrM*** to receive a replacement dishwasherOur system shows that he has since used his authorization for a new dishwasher so we have closed our file.We apologize to MrM*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,D*** S
*** ***
*** *** ***
*** *** *** *** *** ***
*** ** ***
Re: Ronald Joseph *** #
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding a Sears Garage Solutions
Josie ***, Sears Garage
Solutions, Service Manager provided the following response:
On Friday, October 9, 2015, I had the pleasure of speaking with Mr*** who informed me that the install of the new garage door went wellIt is our understanding that the local office did not explain that it could take - weeks to obtain all of the permits needed prior to installing the door in Mr***'s townMoving forward, if Mr*** has any additional concerns, I invite him to contact me at 740/201-Since we have been confirmed with Mr*** that the new door was installed to his satisfaction, we ask that this complaint be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
The facts stated by Ms*** are accurateI now have a replacement mower and we're satisfied with itIt's unfortunate that it took me taking matters into my own hands and contacting the Revdex.com to appropriately resolve this
matterI expected more from a company that has been in business as long as SearsI also expected better treatment from the managersI was treated poorly and the delays were unreasonable (and I was paying for all of this)Thanks for assisting me in getting this issue resolvedSometimes the system does work in favor of the consumer
Contact Name and Title: MELISSA ***
September 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Daniel *** - # 945***
Dear Ms***:
We have completed our investigation Mr***'s complaint regarding his laundry
center
Upon researching Mr***'s complaint, we found that he filed nearly an identical complaint with your agency in October of Furthermore, a review of our records shows that no repairs have been completed to Mr***'s laundry center through Sears Home ServicesA service call was scheduled for September 25, 2014, but that call was canceled and no further service has been requested since thenWe feel is it important to point out that Mr***'s laundry center was purchased nearly seven years ago and is no longer covered by any manufacturer's warranty and he does not carry a protection agreementBased upon the complete absence of any service history, lack of warranty or extended coverage, we find that no accommodations are necessaryIf Mr***'s laundry center is in need of repair, any related labor and part costs will be his sole financial responsibilityWith that said, since we find Mr***'s complaint to be without merit, we ask that this matter be closed
We appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** ***#*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a Heat Pump purchased from SearsSears Home Improvement Products has
approved the replacement of Mr***’s heat pumpThe equipment has been ordered and the replacement will be taking place soonThe local contractor service manager will be contacting Mr*** to schedule the installationSears is covering the full cost of replacementIf Mr*** has any additional questions or concerns, his contact Lionel *** from Sears Home Improvement can be reached at ***/***-***That said we ask that this complaint be closed pending further contactWe 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com