Sears Holdings Corporation

May 26, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order experience It is unfortunate that we failed *** *** expectations when she received her online orderWe can understand her frustration with the series of events detailed in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching further we found that *** *** had previously filed a Pre-Revdex.com complaint along with this complaintWe have reviewed the notes outlined in her order and while Sears is unable to track the merchandise that she returned, a full refund of $has been processedFor *** *** records the return receipt number is *** This credit should post to her account within to business days from May 26, 2016, or dependent on her financial institutions policyUnfortunately, Sears will be unable to provide an additional $to cover the price difference she paid at another retailerIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Outlet and a refund for a returned dishwasher*** *** Manager of the West Covina Sears Outlet provided the following response: It is my understanding that *** *** has been contacted and refunded for his purchase noted in his complaintWe have attached a copy of the refund sales check for reviewIf I can be of any further assistance, I invite *** *** to contact me at *** Since we have refunded *** ***, we ask that this complaint be closed We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Michelle *** #*** Dear Ms***: We have completed the investigation of Mrs***’s complaint regarding Sears Home Services and repairs to his washerPer the terms and conditions of the MPA covering the washer, I have approved Mrs***’s washer for replacementAll Mrs*** needs to do is go to his local Sears store and advise his sales associate that his washer has been approved for replacementThe sales associate will assist in selecting a replacement washer and will also schedule delivery, hook up and haul awayThe aforementioned information has been emailed to Mrs***At this time, since we have approved Mrs***’s washer for replacement, providing him with his desired resolution, we respectfully request that this complaint be closedWe apologize to Mrs*** 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

Complaint: ***
I am rejecting this response because:
Sears HC and *** CMS may have closed the complaint but it's NOT closed as far as I am are concerned*** is in the business of denying claims and limiting litigation, but they did not succeed it this matterI will write Edward S***, CEO and let him know how Sears customers are being treated before a suit is filedHopefully he will be more reasonable than incompetent low level employees of *** and Sears Holding Company.
Sincerely,
Robert ***

Initial Business Response /* (1000, 10, 2015/08/07) */
August 7,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed our investigation of Mr*** complaint
regarding trying to set service for his Elliptical
Upon receipt of Mr*** complaint, we found that his local store manager replaced Mr*** EllipticalIt is unfortunate that we failed Mr*** expectations when he recently tried to schedule a repairWe 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 avertedWe can only reiterate that we do not condone how he was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have replaced Mr*** Elliptical and noted his candid feedback
We apologize to Mr.*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that a new filter head assembly was installed into Ms*** refrigerator on October 10, Once the new filter head was installed the unit was tested and was found to be operating as designedThe unit was also found to be leak freeWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleSince we have noted the completion of repairs, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
On July 29th, I did call the tech back after he left and explained that the refrigerator was not working properlyThe refrigerator is still leaking water on my floor and ice is building up on the bottom and back of my freezerSo after the tech left I called and explained this to himThis the 3rd time someone has come out to my home and to attempt to fix the unitI was told my the customer escalation team that if the issued continued after the third attempt to fix the refrigerator that I would be able to get my unit replacedI need to know what Sears is planning on doing regarding this issue

November 11, 2015*** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611*** *** *** * *** *** ***We have completed the investigation of *** *** complaint regarding service on her refrigerator
It is unfortunate that we failed *** *** expectations when she called Sears for service on her refrigerator We value *** *** patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure *** *** that her concerns have been forwarded to management for review, so future problems of this nature can be averted. Our service records indicate that repair has been scheduled for Saturday, November 14, 2015. That being said, because we have provided *** *** with a Saturday service date per her request, we respectfully request this complaint be closed.We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** *** *** ***

October 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** ** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her dishwasher According to our records, Ms*** purchased her dishwasher on July 4, 2015, which means that the item is now almost months old and her manufacturer’s warranty expired in JulyFurthermore our return policy is only valid for days from the date of purchase; therefore, we are unable to grant her request for a replacementWe want to note that in the time Ms*** has had her dishwasher, we have not received any requests for service or calls regarding the item until now according to our service databaseAlthough Ms*** claims that there is an issue with her model, we have no related recalls on file from the manufacturerThat said, we are willing to absorb up to $worth of repair costs if Ms*** has a Sears technician perform the repair as a courtesy This offer is valid for days from the date of this letter; after that, it will be null and voidShould Ms*** wish to accept our offer, I may be contacted during business hours via email at *** Since we are unable to grant Ms*** request due to the aforementioned reasons, we have closed our file We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

I bought an appliance from Sears that I cancelled the order the same hour of the same day of the order( 4/12/16) The cost of the item was which I charged to my credit card The credit due back for that appliance has still not been placed back on my card and it 4/23/ When I have called, each time I'm told it will take 7-business days to process It has been upped each time that amount of time each time I call What a process!! If I go to any other store my credit is immediately back on my card, but not with Sears!! What a racket!! Lawyers all over my family!! WE will have a BLAST!! How many more stores do you have to close till you get the message???

October 3, *** *** 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 We would first like to apologize for any inconvenience Ms*** may have experienced with this orderWe reached out to the Sears Shop Your Way Rewards department to research furtherWe confirmed that a refund of $was returned in points on September 10, In reference to the return, Ms*** did lose $in points since the order no longer qualified for the offers that it originally qualified forHowever, she was given those points back as a courtesy on September 12, Finally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

October 23,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: - Eddie ***
Dear Ms***:
We have completed the investigation of Mr*** rebuttal to the response we previously sent
After reviewing Mr*** response, we would like to speak with him directly regarding the concession that was providedWe ask Mr*** to contact me directly at his earliest convenience at *** to provide him with the options he currently hasAt this time, we respectfully request this case remain closed pending the callback from Mr***We would gladly re-open his case once we have the opportunity to speak with him
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -***
i***@searsch.com

Contact Name and Title: *** ***
October 14,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** ** *** * * ***
*** *** ***
We have completed our investigation ***
*** complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to *** *** for failing her expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure *** ***s 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 networkWe do not take these matters lightly and we have forwarded *** *** concerns to the District Service Manager for further review
On October 7, 2015, *** *** refrigerator was deemed un-repairable due to a sealed system issueIn accordance with the terms of *** *** exceptional parts warranty, he was offered a replacementOur records show that he re-selected on October 7, 2015, and received the new refrigerator on October 9, After reviewing *** *** selection and sales check, we find that he should not have been charged $for the new refrigerator, as the model he selected is comparableAccordingly, we have processed a refund of $to *** *** Sears account ending in *** and the credit should post within the weekWe have included a copy of the refund receipt for *** *** recordsWith that said, since we have provided *** *** with an equitable resolution and documented his concerns with the repair process, we ask to have this matter closed
Again, we apologize to *** *** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
Enclosure
*** *** ***

Complaint: ***
I am rejecting this response because:
The information isn't accurateI do appreciate the dates- it saves me looking through phone records, but also is evidence of even a longer denial of service for my fully paid maintenance agreement The reason parts were not ordered when the technician came in Jan was he had them on hand and didn't need them orderedThe reason for the call on the Feb date provided wasn't to report or request services for the washer, but to determine WHY the service identified and needed --sorry the tech did determine the washer needed a pump and a seal in Jan; how else would I have known??? I am not mechanically inclined Every call we made to Sears to request completion of service included the technician identified need for repairs to the washerWhy else would we have called if the repairs were completeSears in not being truthfulUpon those calls in Feb,I was told to contact the technician myself to see about when the repairs would be madeMy husband did this and that is when we learned he no longer provided service to this areaSo we called Sears yet again, and againUntil March 2nd when we were told to start the whole process overSo a month later I filed this complaint due to the FACT we still had no service per our contract - paid in full I demanded replacement washer/dryer if Sears couldn't/wouldn't fix the problemThis got actiongot ph calls: from sears with an appointment time for Monday the 11th, the other from the service man with an appointment for this morningHe stated on the ph he didn't have all the partsReally? send a technician without all the partsAnother lie is that the service is complete - it is notWe still need the seal replacedI am still demanding replacementsI am fed up!Oh the service tech, showed my husband his phone record to prove he had NEVER been contacted to provide service to usMy husband had called him twice as Hays store gave him the number to call (what? the guy hadn't even gotten the repair order from the company!) Needless to say, he never called back as he knew nothingI am sick of the liesWe are still waiting on the sealWe have been told it will be here next weekWe have heard that before and it isn't working any longerSears is lyingI have been a consumer of sears appliances and maintenance agreements for over yearsNever before have I had this experience and hope never to againI will not be placated, I will not shut up and let it goI demand what I have paid forAt this time, I declare Sears to be a great fault and faulty I demand replacement as it is evident the WILL not provide service as purchasedDec to April 6, is too long to wait for incomplete serviceOh the technician was niceand honest!
Sincerely,
*** ***

I purchased a *** Elite top loading washing machine from Sears on 5/26/ Less than a year after I purchased the machine I noticed the top was beginning to rust I called the store and a tech came out and replaced the part That merely was a temporary fix to a permanent problem Now three years in, the rust has just become more overbearing taking over the entire inside cover of the machine and around the drum The computer board is not longer working and my laundry is locked in the machine I called Sears and the Manufacture to rectify the problem, but to no avail The users manual states that if such problem occurs then they are liable for all parts Now I am trying to get someone to come out to do the repairs and there are all sorts of fees that are not mentioned in the users manual

Complaint: ***
I am rejecting this response because:
We request that credit be issued in form of points to be added to the rewards account please
Sincerely, *** * ** *** ***

January 5, *** *** 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 We apologize for any inconvenience Ms*** may have experienced with her order and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears issued a refund on December 16, A new physical gift card was mailed to Ms*** additionally Sears Online provided $in Shop Your Way Reward points which she acceptedIn the interim, since a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> *** *** ***
** ***
*** *** *** We have completed the investigation of *** *** complaint regarding Sears Home Services and a service call to diagnose his water softener*** ***, Sears Home Services, Territory Member Advocate Supervisor, provided the following response: I have attempted to work with *** *** to reschedule a service call to have a technician dispatched to his home to diagnose his water softenerWhen I made contact with *** *** he informed me that he was no longer interested in having a service call to have his water softener repaired*** *** stated that that he was cutting ties with Sears and no longer wanted to be contactedIf *** *** changes his mind and wants to have his water softener diagnosed, I ask that he contact me directly at ***Since we have noted our response to *** *** complaint and have provided him with my contact number, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Ordered and paid for a hot water heater that was supposed to be delivered the next dayDidn't receive a callback to confirm a time, so when I called was told that it would instead be delivered in two daysAfter speaking at length with a supervisor who was in contact with the installer, Sears then promised to deliver and install it the following dayDid not receive a callback as promised to confirm the time, so when I called was told that it again wouldn't be delivered as promisedAfter waiting minutes on hold for a supervisor, I was given some lame excuse as to why it wouldn't be delivered and installed as promisedBottom line: Sears lied to me twice about delivery dates and failed to follow up with callbacks to either (a) confirm the delivery time, or (b) advise me why the product wouldn't be delivered as promisedIn addition, I waited an inordinate amount of time on hold to first speak with a representative, and then to be connected to a supervisorTerrible experience

Initial Business Response /* (1000, 5, 2015/10/21) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding A&E
Factory Service and repairs to her washer
***, A&E Factory Service, Support Specialist provided the following response:
It is unfortunate that we failed Ms*** expectations when she called A&E Factory Service for service on her washerWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in A&E Factory ServiceWe can assure Ms.*** that her concerns have been forwarded to management for review, so future problems of this nature can be avertedWe can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms.*** will allow us another opportunity in the future to provide her with the type of customer service that A&E Factory Service has built our reputation upon, but we would understand if this is not possibleI spoke with Ms.*** after the technician completed the repairs to her washer and was informed that the washer was working as expectedIf I can be of any additional assistance to Ms.***, she can contact Gene Longden at 315/708-Since we have been informed that the repairs to Ms*** washer have been repaired to her satisfaction, we ask that this complaint be closed
We apologize to Ms.*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
***, called me and listen to everything I complained about and agreed with me how awful the customer service line that I called wasLets hope this helps with getting them some training or if they can not help in the future to send me to proper people then can*** has given me her number and if in the future I have issues I will call her