Sears Holdings Corporation

Revdex.com, and *** ***
I have reviewed the response made by Sears in reference to complaint ID *** and if t I receive a shipping confirmation from *** (on cc) for a replacement chair, as described, I will close the complaintOtherwise, I will reopen my complaint promptly
*** ***
My shipping address is: *** *** ** *** *** *** *** *** *** ** ***
The email address where my shipping confirmation should be sent is: ***
I appreciate your prompt attention to this, and am eager to resolve this issue after almost a year!
Sincerely,
*** ***

August 30,
12pt;">Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Bernard T*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a recent dishwasher repair First, we would like to apologize to Mr*** for failing his expectations in regard to his recent service callWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Since there appears to have been a misunderstanding regarding the labor charges for Mr***’s second repair, we have processed a refund of the initial service call - $73.60, for customer satisfaction. Mr*** should see a credit post to his Visa account ending in *** within the next five to seven business days. With that said, since we have processed a refund for more than Mr*** requested ($rather than $59.00); we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

Nita *** Revdex.com North Wabash Ave, Ste#*** Chicago, IL
align="left"> Re: Susan *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigerator Betty ***, Sears Home Services, Customer Advocate provided the following response:
We dispatched a technician to Ms***’s home on September 21, 2016, when a new ice door kit was installedThe unit was tested and was found to be operating as designedMoving forward, if I can be of any additional assistance to Ms***, she can reach me at 412/257-That 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** * *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding a refund
she is waiting for from Sears
Upon
receiving *** *** complaint I reached out to our accounting department who
advised that the proper address was not noted on the sales check, therefore the
check was not mailed to the proper addressThat said, a stop pay has been placed
on that check and a new check has been requestedOnce the check prints, it
will be sent overnight to *** *** home via *** she will have it at her
home on FridayAs soon as get the tracking information I will email it to *** *** at her *** email address noted in her complaintSince we have noted our
response to *** *** complaint, 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
concerns.Sincerely,*** ***Regulatory
Claims SpecialistSears
Holdings Corporation***

November 17, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** *** ***
We have completed the investigation of *** ***
complaint regarding his
request for a refund for a hose he purchased for a refrigerator
he returned to Sears Outlet StoreAs clarification, our ''hassle-free returns and
exchanges'' are based upon returns and exchanges within the parameters of our
stated refund and exchange policyThat policy clearly states that a receipt is
required for any refund and that a refund can be requested within days. There may be exclusions to the return or
return time frame for some items, but all are disclosed on postings in the
store and explained on the back of the receipt so that the purchaser is aware
of our policies With that having been
said, it may be important to note that *** *** purchased his refrigerator
on March 28, 2015, and returned it on March 30th, but his complaint indicates
that he attempted to return the hose on October 23, 2015, well past any stated
or day return period that may be stated in Sears Outlet Store. While we understand that *** *** found
it frustrating that his request was declined, the fact is that Sears Outlet
Store was unable to accept his return so far past the return period and they were
under no obligation to do so. While
Sears Member Services empathizes with *** *** situation, we are unable
to honor his request to receive a refund outside of our stated return period
and can only apologize for any inconvenience he may have experienced due to this
decision. Since we have confirmed that Sears
Outlet Store was simply adhering to their posted return policy, we have
documented *** *** complaint and closed our file regarding this matter.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*** *** ***

Complaint:
I am rejecting this response because:
I found that the Revdex.com can not protect me against the wrong and damage that was done by SearsThe year warranty was never an issue. I paid for service, damage was doneFollowing the 'chain of command' I have tried to resolve with Revdex.com and will proceed
Respectfully,
Judith Ann ***

November 1, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jackie *** - # *** Dear Ms***: We have completed our investigation of Ms*** complaint regarding the non-receipt of a refund for an unused part It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her dishwasherWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms*** concerns to the appropriate management team for further review. Upon researching Ms*** complaint, we confirmed that the refund she was owed was never processed. Accordingly, a refund request was submitted on November 1, 2016. However, rather than issuing a check for $48.96, we processed a check request for $for customer satisfactionWith that said, since we are providing Ms*** with her requested resolution, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Dana *** Regulatory Complaints Manager

uses robot callers to call us at home starting at 8am on saturdays, they just lost are business, have kenomre appliances through out our home, used the extended service weeks ago on a washer, now everyday at all times we get calls from the company, numbers are XXX-XXX-XXXX & XXX-XXX-XXXX, will not be buying anything from this company ever again,

October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint
regarding his dissatisfaction with the oil change service provided by our auto center and our routine safety checks for additional issues
Upon receipt of *** *** complaint we reached out to *** ***, Auto Center Manager for Store *** to assist with *** *** concernsAfter multiple attempts, on October 22, *** *** made contact with *** *** *** *** apologized for his inconvenience and any misunderstandingAs a good-will gesture, *** *** offered *** *** a full refund on the service*** *** accepted the offer and we issued a $credit to his debit cardWith that being said, since we have addressed the issue brought forth in *** *** complaint, 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,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
background-position: initial initial; background-repeat: initial initial;">Re: Joseph A *** #Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a garage door opener purchased from SearsThe garage door opener noted in Mr***’s complaint was purchased from www.sears.com on February 28, 2016, not months ago as noted in his complaintSalescheck # confirms the purchased date That being said it is first important to note that Sears return policy is for a period of daysThis information was provided to Mrs*** in an email when she received after she completed her purchase who as noted in the complaint purchased the garage door for her husband Sears return policy states verbatim: If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptionsIf there were any issues with the box when the unit was picked up, the store personnel should have been notified and an exchange processedOur contact information indicates that Sears was advised of the issues with the garage door opener on January 2, 2017, some months after its purchaseSince so much time has passed, we are unable to assist Mr*** and will not be providing him with the $as requestedIf there are any functionality issues with the operation of the garage door opener, Mr*** can schedule a service call by calling 800-469-The unit came with a day labor warranty and the parts are covered for yearsMr*** notes that he installed the unit and if any parts were purchased, we would like to see the sales check for the parts for possible reimbursementMr*** can email me a copy of his salescheck for the parts by emailing me at ***Since we have reiterated our return policy regarding the online purchase of the garage door opener, we ask that this complaint be closedWe 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 31, ***
*** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with the customer service at her local SearsIt is unfortunate that we failed *** *** expectations when she recently visited her local Sears to return a pair of shoesWe value *** *** patronage, but we can understand how the series of events noted in her complaint may have exacerbated her frustrationsWe regret that this incident occurred, but we can assure *** *** that her concerns have been forwarded to management for review Store Manager *** *** spoke with *** *** on March 31, 2016, in regard to her concerns and apologized for the problems she experienced. *** *** has assured *** *** that she will be provided with her refund. It is our understanding that *** *** will be returning to the store on Saturday to receive her refund; she can choose to receive a credit to her account or a cash refundAgain, we sincerely apologize for any inconvenience *** *** may have experienced while trying to return her shoes We hope that *** *** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built its reputation upon and strives to provide to each of our customersIf *** *** has any remaining concerns, she may contact *** *** As a final conciliatory gesture, we have processed a gift card request for $25.00; *** *** should receive it in the mail in the next two to three weeksIn the interim, we ask to have this matter closedAgain, we apologize to *** *** for this issue and appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

March 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her patio set We have spoken with the manufacturer ***They have verified the correct items needed for *** *** to have a complete set and they are shipping them to her free of chargeThe shipment was sent out yesterdayWe sincerely apologize for any inconvenience *** *** may have experienced as a result of this issueThat said, since we have made arrangements to grant *** *** request, we respectfully ask that this matter be considered closed Again, 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 *** *** *** *** ***

Initial Business Response /* (1000, 7, 2015/09/03) */
September 2,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms.***
We have completed the investigation of Ms.*** complaint
regarding the multiple repairs on her washer and her request to receive reimbursement for the new washer she purchased from Sears
We would first like to clarify that Ms.*** apparently received inaccurate information or misunderstood the situation since she did not qualify, nor did she almost qualify, for a replacement under the terms of her service contractTo be specific, when she purchased the original washer she bought a Master Protection Agreement (MPA) that expired on January 16, Under the MPA, there is a clause known as the No Lemon Guarantee that provides for a replacement if there are more than functional failures in a month periodAt the point the contract expired, Ms.*** did not meet that criteria as she had only had failures in the past months before the contract expired; one in *** of where we replaced the agitator and one in January of where we replaced the motor coupler and pumpAny repairs done after that were under the contract she purchased in January, which was a Repair Protection Agreement (RPA)This agreement is sold at a lower amount than an MPA and correspondingly has less benefitsUnder an RPA there is no cap on the amount of repairs that could be provided and a replacement is only an entitlement if parts are no longer available or if it is deemed unrepairable; neither of these scenarios applied in Ms.*** case
With that said, while it was not a benefit under either contract, for customer satisfaction Ms.*** received two separate laundry expense reimbursements for $50.00, so the total reimbursement was $Additionally, she spoke to our executive level customer support and as a further courtesy they offered her a $adjustment off the purchase they made of a new washer and MPAWhile Ms.*** was not completely satisfied as she really wanted a refund of the entire purchase, she did finally accept this offer and the refund for $was processed on August 6, 2015, as a credit on her Sears ***At this time, since we have explained that Ms.*** was not entitled to receive a replacement washer under the terms of her service contracts and yet as a courtesy $in compensation was provided to her outside the terms of any of those service contracts, we have closed our file
Again, 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,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com

November 12, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** *** *** * * *** *** ***We have completed the
investigation of *** ***’ complaint regarding her refrigerator
repair.First, we would like to
apologize to *** *** for failing her expectations in regard to her
refrigerator repairAdditionally, we forwarded *** *** complaint to the
District Service Manager for further review, as we do not take these matters
lightly. *** *** with unit ***
reviewed *** *** service order and confirmed that she was currently
scheduled for service for November 6, 2015.
On the date of service, the technician consulted with Sears Technical
Assistance Center (STAC) and determined that the unit was not repairable. Accordingly, *** *** has been authorized
for an in-warranty exchange.
Furthermore, our records show that *** *** has been provided with a
three-month Repair Protection Agreement (RPA) as a conciliatory gesture that is
in effect until January 16, With that said, since we have addressed *** *** concerns and authorized her for a new refrigerator under her
manufacturer’s warranty, we ask that this matter be closed.Again, we apologize to
*** *** and we appreciate the opportunity to address this matter. Sincerely,*** ***
*** *** ***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Monika *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Garage SolutionsRhonda Harris, Sears Garage Solutions Support Specialist provided the following response: I have been in contact with Ms*** and we have agreed to reimburse her for services provided by another companyMs*** will be faxing me a copy of the work order from the service provider, we will then fax a settlement agreement to her and once it has been signed and received, a check will be processed and mailedIt is important to note that typically a consumer can expect to receive a check within days of processingMs*** can reach me at 740/201-or via email at rhonda.***@searsfranchises.comIt is important to note that this reimbursement is a one-time gesture of good customer serviceAdditionally, since the garage door is not covered by any warranty, Ms*** is free to use any service provider of her choice moving forwardSince it is my understanding that Ms*** is satisfied with the aforementioned resolution to her concerns, 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

December 6, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his recent online order experience and request to receive a refund gift card and Sears to honor the same sale price It is unfortunate that we failed Mr*** expectations as we value his patronageWe can understand his frustration with the series of events noted in his complaintWe can assure that his 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 the Sears Gift Card department re-issued a new gift card of $on November 28, The gift card will arrive in the mail within to business days and Sears will honor the same sale price and discounts on his new orderMr*** simply needs to reference his previous order so that the discounts will be appliedAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** 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

November 23, 2014Revdex.com*** *** ***North Wabash Ave., Ste 2006Chicago, IL 60611*** *** *** *** *** ** *** * *** ***Via: Revdex.com Website*** *** ***Thank you for contacting Sears
Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerPursuant to *** *** *** *** complaint, I received authorization for the *** to obtain an alternate company, *** Air Conditioning, Heating and Plumbing, to provide an estimate and repairsI mailed a check to the *** for the repairsThe *** confirmed with me via email Friday evening that the repairs have been made and everything is workingAt this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value *** *** *** *** as customers and apologize for any frustrations or inconveniences they may have experiencedIf you have any questions or concerns, please contact me at *** * *** or via email at ***Sincerely,*** ***
*** *** *** *** *** *** *** *** ***

Initial Business Response /* (1000, 10, 2015/10/08) */
October 8,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed the investigation of Ms.***
complaint regarding her dissatisfaction with the multiple repairs on her dryer completed in and her request for service at no charge or a replacement dryer
Before going any further, we would like to note that Ms*** had a Master Protection Agreement (MPA) on her dryer that only entitled 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 Ms.*** service history, and under the aforementioned terms, she did not meet the criteria for replacement in
According to our records, the dryer was repaired on February 23, 2013, November 30, and the last repair was completed on December 11, Since that time, Ms*** has not requested service on the dryer until September The protection agreement that Ms*** had purchased on the dryer expired on October 15, and she did not renew the contractUnfortunately, we do not sell service contracts on appliances that are years or olderWith that being said, Ms.*** request for service at no cost or a replacement dryer has been denied
On October 8, we contacted Ms*** and discussed her concerns on the Revdex.com complaintConsidering the age of the dryer, offering to assist with servicing the dryer would not be an option since the parts may not be availableFor customer satisfaction and continued loyalty, we offered Ms*** a $discount towards a new dryer purchased from SearsMs*** stated that she had already purchased a dryer from another retailerSince we have addressed the issues brought forth in Ms.*** complaint, we have closed our file
Again, 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
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (3000, 12, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been a customer for a long time with sears and it took them too long to get back with me as far as a response is concernedIt was about two weeks and I needed a dryerI had no other chose but to purchase a new dryer but I chose not to purchase one with searsBy the time they called me back I had bought a dryer and her offer was invalidShe did try to offer me anything elseI have a washer with sears as well so the offer could have stood on me purchasing a new washer
Final Business Response /* (4000, 14, 2015/10/19) */
October 19,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # ***
Dear Ms***
We have completed the investigation of Ms.*** rebuttal to our response regarding her dissatisfaction with the multiple repairs on her dryer completed in and her request for service at no charge or a replacement dryer
We have Ms.*** rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she is dissatisfied with the length of time it took to respond to her complaint, we have apologized to Ms*** for the delay in the investigation process and that we failed to meet her expectations
The fact remains that Ms*** filed a complaint regarding her dryer and we addressed her concernsMs*** made it clear that she had already purchased dryer from another retailerAs far as*** request for compensation towards the purchase of a washer, we did not find that this was warrantedAs this decision is commensurate to the circumstances, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
***@searshc.com

We have been loyal Sears customer for over years Of course we purchased a *** bottom mount Refrigerator in April We placed service calls within the first year We had miserable experience with the dispatched tech We had parts in our house for months the process resumed and we are at September and our ice machine still doesnt work and the freezer continues to freeze up Was on hold with "customer support" for hour minutes today Talked with rude agents Our sears experience has been abyssmal Is there anyone at Sears who cares?

Contact Name and Title: MELISSA ***
June 29,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: Shydean *** - # 945***
Dear Ms***:
We have completed the investigation of Mr*** rebuttal to our previous response
As we stated in our original response, Mr*** accepted the refund of $as resolution to his complaint with Sears Carpet CleaningThe technicians returned to Mr*** home to re-service the carpets, but Mr*** had already begun pulling up the carpet when they arrivedTherefore, they were not given the opportunity to address any concerns with the original service providedPer Sears "Satisfaction Guarantee" noted on the back of the invoice, "Sears must be permitted to inspect and remedy your concerns." Furthermore, the carpets were heavily soiled before the original service was provided, which greatly inhibited the outcome of the cleaningPre-existing conditions are not covered by the aforementioned guaranteeAt this time, since Mr*** previously accepted the refund, no further compensation will be providedAs this decision is final and commensurate to the circumstances, we ask that this matter be closed
Again, we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist