Sears Holdings Corporation

Initial Business Response /* (1000, 13, 2015/08/10) */
August 10,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed the investigation of Ms*** complaint
regarding her dissatisfaction with our customer service and her request to have an alleged unauthorized charge refunded to her credit account
It is unfortunate that we failed Ms*** expectations when she recently spoke with Sears regarding her Sears Protection Agreement renewalWe value Ms*** patronage and can understand her frustration with the events detailed in her complaintWe can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have confirmed that our refund of $was issued to Ms*** MasterCard account ending in*** on July 1, 2015, when she notified us of this issueTherefore, at this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Ms*** will allow us an 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 possibleSince we have documented Ms*** comments and provided the requested refund, we have closed our file regarding this matter
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
XXX-XXX-XXXX
X-XXX-XXX-XXXX ExtXXXXX

Initial Business Response /* (1000, 7, 2015/09/08) */
September 8,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms.***
We have completed the investigation of Ms.*** complaint
regarding her allegation that damage was caused to her residence upon the delivery and install of her purchased appliances
After reviewing Ms.*** complaint and our records, we were able to determine that Ms.*** was assigned Damage Claim *** As clarification, once the claimant has been assigned a claim number through our third party vendor ***, they provide an official response representing Sears*** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon ***'s actions; their decision on any claim is finalWe contacted *** Manager Mr.*** and were informed that Ms.*** claim was denied and closedThe valve shows pre-exsisting corrosion, which is no fault of the delivery driversAny questions or concerns need to be directed to Mr.*** at XXX-XXX-XXXX or ***@diakonlogistics.com
As far as the request for picking up Ms.*** appliances, our records show that a piwas completed on August 24, Since we have addressed the concerns brought forth in Ms.*** complaint, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
REGULATORY SPECIALIST, regulatory complaints
Sears Holdings Corporation
O: ***
F: ***
imx integrated member experience

Contact Name and Title: *** ***
October 19,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** * * ***
*** *** ***
We have completed our investigation ***
*** complaint regarding his dissatisfaction with Sears Duct Cleaning
First, we would like to apologize to *** *** for failing his expectations in regard to a recent dryer duct serviceAdditionally, we would like to assure *** *** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service to the local office for further reviewWe appreciate the opportunity to address the customer service issues outlined within *** ***'s complaint
*** *** with Sears Duct Cleaning contacted *** *** and offered to refund him the $he requested*** *** has been sent a Customer Release Form (CRF) and once the signed form is received, the refund will be issuedWith that said, since we have documented *** ***'s concerns with a recent dryer duct cleaning and agreed to refund him $89.00, contingent upon the receipt of the signed CRF, we ask to have this matter closed
Again, we apologize to *** *** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist

Scheduled an appoint on 2/13/for ice maker repair with Sears Appliance repair departmentWindow for the repairman to arrive was between pm ct to pm ctI received an computerized voice phone notification earlier that day confirming the arrival time windowI received no phone calls from the repairman through pm ct that dayI had to call Sears 1-number to see what was upThey called the repairman and was told prior appointment was running long and they would not make it to my houseTo rescheduleI had to call Sears to see what the situation wasThey should of called me earlierSears offered not discount for the upcoming ice maker repair charge

Contact Name and Title: Dana ***
Contact Phone: 512-***
September 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #- Robert ***
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal to our previous response
We can only reiterate that our minimum fee is not $Mr*** is welcome to forward me the email he mentions that he says indicates that he was given wrong information and the minimum fee is $With that I could either review to see if there was just a poor choice of wording that confused him or if someone in our organization sent out incorrect informationIf Mr*** would still like to have us repair his appliance, he is welcome to contact me via email or phone so that arrangements can be madeIn the interim, since we are willing to review whatever document Mr*** was sent as we are 100% sure that our minimum trip/diagnostic fee is $and not $249.00, and also willing to make sure that this is the price he is charged if he declines our estimate, we have reclosed our file
Again, 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,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: 512-***
Email: Dana.***@searshc.com

Nita ***
RevDex.com
North Wabash Ave, Ste#
Chicago, IL
Re: Derrik *** #
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding an oven rack he is waiting for from Sears
Jerry ***, Store Manager from the Sears Outlet in Chesapeake provided the following response:
An additional oven rack has been ordered for Mr*** and it is scheduled to arrive at his home on September 16, If Mr*** has any additional concerns, he can contact me directly at 757-494-Since we have ordered the additional oven rack for Mr***, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com

Contact Name and Title: *** ***
October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** ** *** * * ***
*** *** ***
We have completed our investigation of M**
*** complaint regarding his dissatisfaction with the repair to his refrigerator
*** Factory Services initially installed a new control board in M** *** refrigerator on September 11, Unfortunately, the repair did not resolve the issue with the unit*** *** called for service again the next day, to report that the unit was not workingA technician re-examined M** *** refrigerator on September 19, 2015, and determined that the unit now needed an evaporator, drier and valve kitHe subsequently ordered the aforementioned parts, and returned on September 28, 2015, to install them*** *** was charged for these parts, but not the associated labor costOn October 5, 2015, the technician returned to address a noise issue; he adjusted the evaporator lines to resolve the issue, for which *** *** was not charged*** *** called back that same day and indicated that the refrigerator still was not workingOn October 21, 2015, a new compressor, evaporator and drier were installed at no charge; no further repair requests have been made since the repair was completed
Understandably, *** *** is upset that multiple repairs were necessary, but it is not uncommon for underlying or secondary problems to surface once an obvious product failure has been addressedTechnical Manager *** *** reviewed all the service orders and maintains that the control board needed to be replaced and after doing so, the other parts that were in the process of failing, failedWhile we empathize with *** ***, we do not feel that any refund is warrantedAs this decision is final and commensurate to the circumstances, we ask that this matter be closed
We apologize to *** *** and appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home ServicesOur records indicate that Ms*** escalated her concerns to our Executive Member Support Team in August We advised Ms*** at that time that the Sears Protection Agreements were cancelled due to a violation of section of the Master Protection Agreement (MPA) which reads verbatim: - This agreement does not cover - cRepair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature such as hurricanes, tornadoes, floods, etc Regarding Ms*** theft allegations, when the case manager spoke with Ms*** back in September 16, she indicated that there was an open *** investigationWe must refer Ms*** to the local authorities to follow up on her claimThat said 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 *** *** *** ***

Initial Business Response /* (1000, 6, 2015/10/15) */
October 15,
***
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We have completed the investigation of *** complaint
regarding delay in receiving her purchased appliances
We would first like to apologize that many factors resulted in*** delay in completing her delivery within the provided time frameWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand*** concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come
After reviewing*** complaint, we contacted her on September 25, and offered her a gift card for any inconvenience this may have caused; however she declinedAt this time, since we value*** as our customerWe are extending her standard year warranty to a year warranty on her purchased appliancesOur records show that*** purchased appliances were delivered on September 19, We hope that*** purchased appliance will provide her with long term satisfactionSince the delivery of* purchased product has been completed and courtesy compensation was provided, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***

Initial Business Response /* (1000, 7, 2015/08/25) */
August 24,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Ms.*** complaint
regarding the owner's manual she says was missing from the packaging for a miter saw she purchased some time ago
We have sent an owner's manual to Ms.*** home address at no cost as this should have been included with her itemWe would recommend that Ms.*** open any purchases in the future even if she plans not to use them immediately so that she can make sure all materials are includedIn light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist
Sears Holdings Corporation
(***
Initial Consumer Rebuttal /* (3000, 9, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The owners manual I received was over pages stapled togetherThat won't last long in any useful mannerI give upBut I will no longer buy or recommend any craftsman product to any one I knowI will simply tell them if they don't know how to run all it's features, don't buy from them
Final Business Response /* (4000, 11, 2015/08/31) */
August 31,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms***
We have completed the investigation of Ms.*** rebuttal
We have reviewed both our response and Ms.*** rebuttal, and we do not find that she has brought any new information to her complaintThe unit in question is years oldUnfortunately, we do not have the original manuals in stock any longerThe same information is printed from a file and sent to the consumer if neededWe did not charge Ms.*** for this; it was sent for free as a courtesyUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantIn Ms.*** case, we do apologize that we failed her expectations, but as we have provided the manual information she was seeking, we have closed our file
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
***@searshc.com

December 5, *** *** 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 her cancelled sears.com layaway order 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, our records indicate that we issued a refund of $to Ms*** *** account ending in *** on October 25, 2016. 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 *** *** *** ***

Initial Business Response /* (1000, 11, 2015/09/24) */
September 24,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms.***
We have completed our investigation of Ms*** complaint
regarding the service on her newly purchased refrigerator
After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the refrigeratorMs.*** made a selection and we have processed a replacement with delivery set for October 1, The *** have my direct number if they are in need of further assistanceSince it was our understanding that this resolution met with Ms*** approval, we have closed our file
We apologize to Ms.*** 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
***

Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re : Joseph J *** #945***
Dear
Ms***:
We have completed the investigation of Mr*** complaint regarding a refrigerator purchased form the Sears Outlet Store in North Olmsted, OH
Judi ***, Manager of the Sears Outlet in North Olmstead, provided the following response:
We have agreed to provide Mr*** with a dollar for dollar store credit in what he paid on November 9, to be used to replace his refrigeratorWhen Mr*** is available, he has advised that he will come into the store within the next two weeksIf I can be of any further assistance to Mr***, he can reach me at ***Since we have noted our intent to provide the aforementioned store credit, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com

November 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** ** *** Dear Mrs*** We have completed our investigation of Ms*** complaint regarding her water heater We have spoken with Ms*** in regard to this issueWhen we spoke, we offered to send Ms*** a check for the $she paid her plumber to examine the unit as a courtesy and she acceptedThat check was processed on November 21, and it should be received within 10-business days from that dateIn closing, we want to assure Ms*** that her concerns regarding service have been noted and we will endeavor to prevent further such occurrencesIn the meantime, we respectfully ask that this matter be considered resolved We apologize to Ms*** 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 *** *** ***

Complaint: ***
I am rejecting this response because:
Because of my disability and the fact that I could not constantly pull the cord for the Garage Door I could not wait to have the door repaired by someone else since SEARS refused to come here and repair the Original repair which did give out after only days, and my phone call to them to come back out and take care of it was rudly declined by the above named person employed bySears, I had another company take care of the issueUnfortunately I have searched for the last plus hours for my receipt and cannot find it at this point.
Since Sears, MsRhonda, agreed to a reimburment, my suggestion is to reimburse what Sears charged me and I will be happy with thatThat Bill I have redily handy and can fax to MsRhondaPlease advice if that is agreeableThank you kindly
Monika ***

Initial Business Response /* (1000, 11, 2015/10/14) */
October 14,
***
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We have completed the investigation of *** complaint
regarding her dissatisfaction with the multiple service attempts on her dishwasher and her request for a replacement
Before going further, we would like to note that *** has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain termsIt specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period"It goes on to define product failures as "...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 recall"We have researched ***'s service history, and under the aforementioned terms, she did not meet the criteria for replacement
Our records indicate that within the past months, *** has requested service on her dishwasher thirteen (13) timesWe reviewed the technician's notes, and on ten (10) service orders *** was informed that there was no problem found, the dishwasher was working as designed and provide her instruction on not over-sudsing; and only three (3) service orders required our technician to replace partsThe last repair was completed on October 1, 2015, and we followed up with *** on October 6, *** confirmed that the dishwasher was repaired and was currently workingWith that being said, since the dishwasher has been repaired and we have addressed ***'s concern, we have closed our file
Again, 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,
***

April 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** * ***
*** *** *** We have completed the investigation of *** *** complaint regarding the problems she
encountered with the installation of her wall-mounted televisionFirstly we would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of *** *** complaint we reached out to *** ***, Customer Service Representative with Installation Escalations, to assist with her concerns*** *** investigated and reported that the installation job was accepted by *** *** *** InstallationRegrettably, their television installation technician is no longer with their company, and they are unable to complete the workSince *** *** television was a replacement issued under her protection agreement, and we have no coverage at this time for her wall mount install, a ** *** check is issued as a form of compensation for the inability to provide installation services under her protection agreementThe amount of the check is for a basic installation as priced in her local area which is $*** *** can use this to hire a local contractor to complete the installationThe ** *** check has been submitted and *** *** will receive the check via regular mail within 10-business daysWith that being said, since we have addressed the issue brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely,
*** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

December 22, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: 1*** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and request to have the merchandise picked up and a new watch shipped to her It is unfortunate that we failed Ms*** expectations as we value her 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 that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online issued an electronic return label for Ms*** to ship the item backTo resolve this matter, we have processed a full refund of $back to her Visa account on December 22, For Ms*** records the return receipt number is ***Additionally, 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is my only option, the reason they were not able to find the product is most likely because the Web page error had been corrected, but we had proof of thisI fully understand that there are time with Web pages at vendors sites, but it seem to quite common at Sears. The reason I logged the complaint is because this has happen to me multiple times, and the response from Sears, has already been less then customer friendlyFor years I have always thought highly of Sears, but my opinion is has drastically changed, not just because I did not get the product for the price advertized, but there over all attitude towards to the customer to at least offer some type of resolution to make both parties happyThey have a black and white, text book type responsesMy only solution is cease ever shopping at Sears again, as there are too many options with better customer service, willing to take the extra effort to retain customers
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: it did not give the option and I never picked the option previously to have my stove installedSo that is not true and with purchases over 600-should be delivered and installed with deliveryWith other stores I have never had this issueAs stated before Sears does not care about their customers and I will not shop there againAnd I will tell everyone I know of this ordeal, and I know a lot of people being military and a healthcare professional, to not ever buy a appliance thereBetter yet nothingI will never pay additional money after paying for the appliance and delvery for them to come outMicrowave does not require a licensed electrician to install, it was installed without a issue by handyman for FREE! Sears is a money hungry company with horrible service
Sincerely,
*** ***