Sears Holdings Corporation

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
Please mail the check to:
*** *** **
*** ** ***
Sincerely,
*** ***

Washer - *** *** ***.Second tech visit was scheduled after first tech said washer didn't have a spider arm (which is rotted in places) When I showed him the spider arm he said, "OhYeah." He said he could not fix it because I'd taken it apart I called customer service again & they said they would send a different technician out, & agreed to replace the drum for $ The appointment was scheduled today between 1pm & 5pm, & I received a reminder call yesterday with this informationI took off work AGAIN and 5pm cameNO call, NO techI called customer service & was routed to an overseas call center The customer service rep said it showed the tech call was cancelledI asked by whom? The rep said they were not at liberty to sayI asked what in what country is this call center? The rep said they were not at liberty to sayI asked for a supervisor The rep said they were busy taking calls It's clear Sears has not intention to honor our agreement or their warranty

January 25, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for the *** * Call of Duty Limited Edition Bundle she ordered through sears.com It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we confirmed that the seller received the returned item on December 23, 2015, and issued a refund of $to Ms*** *** account ending in *** on the same day. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and the requested 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 *** *** *** ***

December 12, *** ***
class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Auto Center First, we would like to apologize to Mr*** for failing his expectations in regard to a recent auto repair. Besides sending Mr*** complaint to the local auto center, we forwarded his concerns to the District Service Manager for further review, as we do not take these matters lightly. On December 10, 2016, Auto Center Manager *** *** responded that Mr*** returned to the auto center on December 9, 2016, to discuss his concerns with the repair. As resolution to Mr*** complaint, a refund in the amount of $was issued. As it is our understanding that this refund meets with Mr*** satisfaction, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

February 18, Nita Virghes Revdex.com North Wabash Ave, Ste#
class="InsideAddress">Chicago, IL Re: - Paul S Simonis Dear MsVirghes: We have not fully completed our investigation of MrSimonis’ complaint regarding his wall oven We apologize for the delay in responding to this complaintWe are currently waiting the completion of service for MrSimonis which is scheduled for Monday February 22, with a senior tech to address the issues he is having 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, Vanessa LSteele Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct [email protected]

November 12, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** *** *** ***We have completed the investigation of *** ***’
complaint regarding her
inability to receive a refund via gift card from a
portion of her sears.com order that was canceled.Our records show that we did issue *** *** a gift card
for the refund amount of $but that it was later returned to us from the *** *** as undeliverableOur customer support group then manually issued a gift
card to *** *** on September 30, 2015, and it appears the address was changed
to a ** *** Since we did not hear back from *** *** after the gift card was
reissued it is our understanding that she must have received it once it was
sent to the ** *** If that is not the case and *** *** needs us to track the
reissued gift card, and if unused reissue it, she is welcome to contact me via
email or phoneOtherwise, we will consider the issue 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***

March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his inability to purchase a freezer on our website due to unavailability for this product in his area As clarification, our website sells items for all of our states and items might be shown on our website that are in stock in one state that are not in stock in another state. This is because most large items that we sell ship out of regional warehouses. Once that region is out of stock on an item, it is not available in that area. While we sometimes do large-scale transfers between warehouses when needed, we are not able to transfer merchandise out to fulfill a sale on an individual basisAdditionally, our call agents do not have the capability to search via all existing zip codes to determine what areas might still have the item availableOnce all warehouses have depleted their stock then we do have a team behind the scenes that removes the item from our websiteThe freezer in question is no longer for sale by Sears or Kmart on the site now so inventory was finally depleted in the remaining areas While we can understand *** *** frustration, at this time the reality remains that the item he was interested in was not available in his regional area. Our website rightly noted that the item was not available in *** *** area when he put his zip code in Even if there had been an error and the order had been processed in error, we would not have been obligated to provide that item or a substitution according to the Term of Service, including our disclaimer, noted on our site In case *** *** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” *** *** spoke with *** from our Executive Office and he informed her that he wanted for us to substitute a like item for the same price, but we are not obligated to do so according to the Terms of Service noted aboveAs a courtesy, *** offered to provide *** *** with a 20% discount off of a different item, but he declined In closure, 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, *** *** Specialist, Regulatory Complaints *** *** *** ***

November 6, 2015*** *** *** *** *** *** *** *** *** ** *** *** * *** ** *** *** ***We have completed the investigation of *** *** complaint regarding the performance of
his microwave.We have reviewed *** *** complaint and apologize that he has had issues with his microwave. We would like to note that we have researched his model# *** and did not find any known issues or recalls on this particular microwave. Because we value *** *** patronage, we have processed a $gift card so that *** *** can purchase either this microwave again which is currently $on sears.com or another microwave of his choosing. The gift card will be sent to his email address listed on this complaint and will be received within 2-business days. That being said, because we have addressed *** *** complaint, we respectfully request this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.*** *** *** ***

October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * ***
* * *** ***
*** *** ***
We have completed the investigation of *** *** complaint
regarding her allegation that she was sold a damaged and wrong television model; and the problems she encountered when she attempted to return the item
Upon receipt of *** *** complaint we reached out to *** ***, Store Manager for Kmart Store *** to assist with *** *** concern*** *** stated that when *** *** returned to the store she claimed that the television was not wanted anymore, and requested a refundAs clarification, it is standard procedure to inspect the returned merchandise and compare the serial number on the unit to the serial number listed on the boxOur sales associate discovered that the serial numbers did not match and declined *** *** request for a refundWe instructed *** *** to return within our 30-day return period with the television that was sold in the box with the matching serial number and we would issue a refund
As for *** *** claim that the product was repackaged, *** *** also confirmed that the store does not sell previously opened boxes at full priceTherefore, the box was sealed when soldWith that being said, MsRussell's request for a refund has been deniedSince we have addressed the issue brought forth in *** *** complaint, we have closed our file
Again, we apologize to MsRussell and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
*** ***
***

Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Tom ***
class="InsideAddress"> Dear Ms***: We have completed our investigation of Mr***’s complaint regarding his mower We apologize that Mr***’s mower failed to meet his 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 That being said it is important to note that we have no records of service for Mr***’s mower since its purchase on July 27, and picked up on July 28, We would expect a customer to contact Sears as soon as possible with any issues with a warrantied productSince Mr*** choose not to do this we cannot validate his accusation that this issue has been going on for the two years he has had the mowerTo expect Sears to bear the repair expense associated with a product that is out of warranty with no previous service history is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Mr***, while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsAny repairs needed for the out of warranty mower will be at Mr***’s expenseSince we have addressed Mr***’s complaint and explained why we will not be honoring his request for a free repair or refund we have closed our 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@searshc.com

November 20, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online
order.It is unfortunate that we failed *** ***
expectations and we can understand his frustration with the series of events detailed
in his complaintWe can assure that his concerns have been forwarded to
management for review so that future problems of this nature can be averted
After researching the notes in the order, we found that Sears Online had sent
several email requests to the local Sears Store number *** in Albany, NY with
no resolutionA final attempt was made by telephone on November 11, 2015,
however there was no answerTherefore, Sears Online made the decision to issue
a manual credit on November 12, For *** *** records the refund
receipt number is *** and a credit of $was issued back to his *** account ending in ***We are unable to honor his request for
reimbursement on any interest fees he may have incurredWe apologize again for
any inconvenience *** *** has experiencedIn the interim, since a full
refund has been provided, we respectfully ask to have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation

March 8, *** *** Revdex.com North Wabash Ave.,
Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her online order *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed *** *** expectations as we value her patronageWe were able to speak with *** *** on March 3, 2016, and agreed to ship the merchandise at no chargeAs a gesture of goodwill, we are sending a gift card for the inconvenience she experiencedAdditionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon*** *** has the contact information of one of our personal shoppers for future needs and update their contact information in our systemWith that said we have noted *** *** 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

Revdex.com:
The technician also concluded the dryer is not the best product in their line The link trap issue is only accessible by a certified Sears Technician and not reachable by the consumer He ask me to follow his instructions on separating the clothes and to monitor during the warranty period, which ends in August He was concerned the product line is "substandard", his words Also it took tremendous efforts to get to this point with Sears
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Our review is like others: I would rate them MINUS None of the phone numbers work We paid our bill on the date of service -- service number given to us: *** First time we phoned Misty ***) stated they "found" our check in our file and had trouble with their check processing system and our check was NEVER SUBMITTED through the process correctly We were told it would be re-submitted Meanwhile, every month since October we could never balance our check book without notating that our check *** was still outstanding!
Our last phone call from Misty resulted in a message on our phone which stated we should stop payment on check *** AND TO PHONE HER I believe this may be part of a sham because we are elderly We need help This morning I plan to contact *** and see if they have a solution to this issueMY advice "Never contact Sears for a repair on any product brand" This situation has been very stressful We paid at the time of service, received a paid in full invoice and now no one can locate the check and their collection company has contacted us!
MrsE in Fernandina Beach FL

March 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding a *** *** *** ** *** agreement Each step of the *** process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. *** *** accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to ***Option 3: buy it out for $XXX.” *** has confirmed that *** *** was also provided with a copy of this agreement via emailWe want to make it clear that *** is a separate entity and *** *** agreement is with themWe cannot interfere; she will need to contact *** with any further questions regarding her leaseThat said, we have verified what the selling price for the queen sized version of what she purchased was and we have asked *** to see if it is possible to refund the difference in cost, which would be $***They are looking into the matter now and *** *** should receive an email communication regarding the refund within business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

About weeks ago I had the front tires replaced and an alignment for my Volvo xc .When I drove It out the car was swerving all over the road .At first I thought it was me then I took it to another shop and was told 4wheel drive needs duplicate tires front and backOK mistake one ,so I replaced the rear tiresSame problem Returned to sears and was told I could wait hours and they would look at it took car to another mechanic an was told something happened to the bushings and car in current condition was dangerous 'What did they do to the car It steered just fine before Sears!!!!!!!!!!!

Nita ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: Jenny M ***#
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding Sears Home Services and
repairs to her refrigerator
Sears Home Services records indicate that repairs to Ms***'s refrigerator were completed on Saturday, September 26, Notes from the service call indicate that the technician who the call was assigned to installed a previously ordered electronic control boardOnce the electronic control board was installed, the refrigerator was tested and was found to be cooling as expectedAs a gesture of good customer service we have provided Ms*** with a one year Master Protection Agreement (MPA) to cover the refrigeratorA copy of the MPA will be emailed to Ms*** within the next hoursAt this time, since we have noted the completion of repairs to Ms***'s refrigerator, 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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com

December 7, *** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL
60611*** *** *** * ***
*** *** ***We have been unable to complete
the investigation of *** *** complaint.
Although
*** *** provided her name and address in the complaint, we
could not locate the service information for the appliance in questionIn
order to investigate this matter thoroughly, we ask that *** *** provide the
repair address and telephone number used to schedule the repair, so we can
locate her service call in our systemWe would appreciate it if *** *** would
respond to this correspondence with the requested informationIn the interim,
we ask to have this matter closed, pending a response from *** ***.We apologize to *** ***
for this issue and would appreciate the opportunity to address this
matter. Sincerely,*** ***Regulatory Complaints
Specialist

I came into the Sears outlet located in bridgeview IL on August and purchased a kitchen aid refrigerator it was promised a delivery date of August however it was not delivered until August Once the refrigerator was delivered we waited approximately days to discover that the freezer was not functional at all once I called the store they informed us that it was a warranty issue and they couldn't help us after being transferred numerous times we ended up getting service to come out and they determined that the refrigerator was non reparable and we had to contact the store and do a exchangeOnce going back into the store they were not willing to try to sell us a new product comparable to what was previously purchased I'm not sure how a company can do business like this and not attempt to resolve an issue

October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the bill she
received for the visit we made to her home to assess her microwave oven
As clarification, any time a service call is scheduled and the consumer is not covered under any warranty, we explain that there will be a minimum fee assessed regardless of whether our repair estimate is accepted or notWe also make it clear that payment is due at the time of service as it is not our practice to bill our customers for services renderedIn *** *** case, we discovered that parts were no longer available through the manufacturer in order to do the repair in questionThis is not something we would know until our technician arrives at the home, verifies the model and serial number, inspects the product to determine if any parts are needed, and then attempts to order partsUntil the latter step happens, we do not know if a part is on back-order, not available, or if another part has been substitutedEven if parts are not available, the minimum fee is still applicable as we use our resources to provide the consumer with this informationIf they did not want to pay for this service then the consumer can always research potential repairs, and any parts availability, themselvesWe ended up spending approximately an hour and minutes a* *** *** home, not counting the time it took our technician to travel there, and yet received no payment to cover any of our expenses to do this
As fo* *** *** contention that she was told we would waive any fees, we would note that the person she spoke to must have been referring to the one that involved the cooktopWe say this because the service order she references in her complaint is the one that was scheduled for the cooktop and that one was closed out as canceled so that she did not owe use for that call
With that said, even though we have established it is our right to attempt to collect the $fee owed to us, as a one-time courtesy we are willing to make an exception and waive the collection of this feeAccordingly, we contacted our billing department to have them cease any collection efforts and to remove any balance owed from her recordsThey have confirmed this has now been done so if *** *** receives any further correspondence related to this debt dated after today, then she is welcome to let me know via email or phone so that I can provide her with further assistanceIn the interim, since we have provided her with her requested resolution by removing the debt being billed, we have closed our file
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,
*** ***
*** *** *** ***
*** *** ***
*** ***