Sears Holdings Corporation

April 14, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his recent online order experience 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 avertedAfter reviewing the notes in his order we found that the delivery order had been canceled and several refunds had been issued on April 9, 2016, totaling $Therefore, we processed the remaining amount of $back to his *** *** account ending in *** today April 14, 2016, back to *** *** *** *** account ending in *** *** credit should post to his account within to business daysWe hope that in the future that he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been processed, 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

Initial Business Response /* (1000, 7, 2015/09/08) */
September 8,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** - ***
Dear Ms***
We have been unable to complete the investigation of Ms.***
complaint regarding her recent order
We have attempted to contact Ms.*** via email, but have not been able to speak with herWe requested additional information in order to locate the order she place such as the order number or telephone number she used at the time of purchaseHowever, we have not received a responseUntil we have an opportunity to discuss this matter with her, we are unable to work toward a resolutionIf Ms.*** still requires assistance, she is welcome to contact me via email at *** We ask to have this matter closed in the interim, pending Ms.*** response
We apologize to Ms.*** for this issue 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

September 8, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Herman H*** * # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his washer First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his washer. After reviewing the notes in our service system, our office authorized a replacement under Mr***’s Master Protection Agreement (MPA). Based upon the features of Mr***’s current washer, it was determined that $would provide him with a comparable replacement under his MPA. An email was sent to Mr*** on September 6, 2016, explaining the replacement process. As stated in the email, Mr*** is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, (***) ***, to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty, which will run for a full year from the date of delivery. Lastly, our office processed another $check for laundry reimbursement, which Mr*** should receive in the next week With that said, since we are providing Mr*** with an equitable resolution, 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

I hired this company to install an ac system and had nothing but problems sincei have my elderly mother I take care of and they took advantage of her in the process they charged me at least 1,in repair cost an the issue still isn't resovled so I give this company an F rating thank you for your time

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** #*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a pressure washer purchased from SearsMr*** purchased the pressure washer noted in his complaint on February 3, and it was covered by the manufacturers year warranty which expired on February 3, Sears has contracted with *** * *** Doc in Saint Peters to service our local carry in consumers with their gas powered equipment service needsThat said, I contacted *** from *** * *** Doc to get information from the initial April service call as well as the service call from last monthI was informed that on April 17, the pressure washer was dropped off for serviceThe complaint was that the pressure washer was leaking oil from the air filter and the hose had a kinkThe hose was repaired and the technician removed the excess oil from the crank case as it had been overfilledOnce repaired, the unit was picked upSears provided Mr*** with a complimentary month Repair Protection Agreement (RPA) which expired on August 3, In April 2016, Mr*** returned to *** * *** Doc and checked in the pressure washerThe complaint was that oil was leaking from the air filterIt is important to note that oil leaking from the oil filter is an indication that the crankcase has been overfilled with oil or the unit has been tipped over causing the oil leak*** * *** Doc informed me that oil in the engine was not clean and there was too much oil again found in the crankcaseThe dirty oil untimely caused internal damage to the cylinderIf the proper maintance procedures noted in the Owner’s Manual would have been followed, the problems Mr*** experienced would not have occurredThe unit is not covered by any coverage and Sears will not be having the unit repaired at no costSince we have noted our response to Mr***’s complaint, 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

My patio set did not show upThe delivery team said that it arrived damaged and they did not bring itI called several days later to ask when the patio set could be delivered, as I never heard anything furtherThe representative I spoke to said that they had no idea that it was not delivered and said I would be contacted in 24-hrs for redeliveryI was never contacteddays later I called againAgain the rep seemed to not know what I was talking aboutThey said I would get a call the next dayNo one calledI called the following day again, and was told I would be called in 24-hrsAgain, no one has called meI will absolutely tell everyone I know to never buy anything from SearsI still have no patio set, no one can tell me when it might arrive or what is going on, and I'm at the point of giving up that Sears will ever give me the patio set I purchasedMaybe I should ask for a refund and buy it from somewhere that values me as a customerFinally I called and just asked that they refund itThey tell me that, over a week later, it still is listed that my item was deliveredThey can’t refund me without putting in some other request! My money is held hostage and I’ve never received the product, nor did I ever even receive so much as a delivery slip

September 25,
Carlos ***
*** *** ***
Bear, DE 19701-
Our File #:
Revdex.com File #: 94570657/Carlos ***
Via: UPS Ground/Signature required
Via email: ***[email protected]
Dear Mr
***,
This letter serves to confirm that Sears Home Improvement Products (SHIP) has been unsuccessful in our attempts to contact you in regards to your Revdex.com complaintI would like to schedule an inspection of the siding to determine if there are in fact installation issues
If you would still like to discuss this matter with my office, please let me know what would be a good day and time to call youOr, if you'd rather, we can correspond by emailThank you for your continued patience regarding this matter
Sincerely,
Kimberly ***
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via Revdex.com Website

(The consumer indicated he/she DID NOT accept the response from the business.)
Sears should be responsible enough to honor the advertised price for the clippersI find this to be advertising.These sale tactics are not an acceptable form of advertisingAs a frequent customer, I am not encouraged to buy anything in the future from Sears.The fact of the matter is that this price was advertised on Sears Website, so Sears should honor it

Re: *** *** ***
Dear *** *** We have completed the investigation of *** *** complaint regarding Sears Auto Center*** *** Manager of the Lincoln Sears Auto Center, provided the following response: *** *** presented his vehicle at the auto center and we diagnosed that a new left front wheel bearing was needed*** *** approved the work and after we replaced the wheel bearing we also completed a front end alignmentThe current issue with the vehicle is that the left front inner tie rod was found to be disconnected form the rack and pinion. When we replaced the wheel bearing we did adjust the inner tie rod, which moved easilyI demonstrated this to *** *** when he was in the Auto CenterIf *** *** has any additional concerns he would like to discuss he can reach me at *** That said 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 ***

*** *** 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 refrigeratorIt is unfortunate that we failed Ms*** expectations when she called Sears for service on her refrigerator We 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 of the local service unit 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 possibleOur service records indicate that the repairs were completed on November 8, when a Sears technician recovered and recharged the sealed systemLaura, customer advocate from the local service unit contacted and spoke with Ms*** who confirmed that the refrigerator was operating as designedLaura did leave her number with Ms*** in the event she was in need of any additional assistanceSince we have confirmed that the repairs have been completed and that the refrigerator was operating properly, we respectfully request 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 ***

May 9, *** *** RevDex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding his lawn mower and his request to return the unit for a refund*** *** dropped his lawnmower at our repair facility on October 10, 2015. An initial examination of the unit was made to verify the model and serial number. Once this exam was completed, the lawn mower was forwarded to the four-cycle department for repairs. There, the technician examined the unit and found that the fuel was stale and internal engine damage was present. Due to the nature of the damage, the repair was not covered under the manufacturer’s warrantyFurthermore, because of the extent of the damage found, *** *** was advised that it was not economical to repairWhile *** *** lawnmower is less than a year and a half old and covered by a warranty; the warranty has limitations. According to the warranty, any repairs necessary because of accident or failure to operate or maintain the product according to all supplied instructions is not covered. Furthermore, a refund is not an option for two reasons. First, under Sears’ Return Policy, *** *** was permitted to return or exchange his lawnmower for days from the date of purchase; now that nearly a year and a half has passed, he is too far outside the return policy timeframe for an accommodation. Secondly, since *** *** damaged his lawn mower, no accommodations are warranted. As this decision is final and commensurate to the circumstances, we ask that this matter be closedWe appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

Initial Business Response /* (1000, 5, 2015/09/15) */
Contact Name and Title:***
September 15,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed
our investigation Mr.*** complaint regarding his dissatisfaction with A&E Factory Service
First, we would like to apologize to Mr.*** for failing his expectations when he recently scheduled service for his refrigeratorAdditionally, we would like to assure Mr.*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe have forwarded Mr.*** concerns to the Service Manager for further reviewAlthough an appointment was scheduled for September 11, 2015, to re-examine Mr.*** refrigerator, notes within the service order indicate that he canceled the appointment because he had another service provider repair his refrigeratorAccordingly, a refund for $was processed to Mr.*** *** account ending in *** While Mr.*** was not refunded for the p-trap that was installed, he was not charged for clearing his drain or installing the p-trapIn summary, we have documented Mr.*** concerns with the repair process and we can only reiterate that we take these matters very seriously and deeply regret any inconvenience he may have experiencedWith that said, since we have provided Mr.*** with a resolution that we feel is fair and equitable, we ask to have this matter closed
Again, we apologize to Mr.*** and we appreciate the opportunity to address this matter
Sincerely,
***
Regulatory Complaints Specialist

July 29,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re: *** * *** ** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction at being denied a refund since he was outside the parameters for this option per the terms of our return policy
As clarification, our return policy changed in June of 2015, to reflect a 30-day time limit for most refunds and exchangesPrior to this, there were several different times that were applicable; anywhere from 30-daysWe felt that the policy was less confusing by making most the same timeFor some time after this, we still granted exceptions to our policy as we knew there would be an adjustment periodHowever, a few months ago we realized that there seemed to be no effort to comply with the posted policyDue to this, and the continuing increase in return fraud and return abuse that is ever more common in the retail industry, we had no other recourse but to take a firmer stance and discontinue the use of exceptions for the time being, unless it was for a valid reason such as the merchandise was purchased more than days ago but not delivered or shipped more than days beforeOtherwise, nationwide our stores and our customer service groups have a mandatory directive of no exceptions
While Mr*** situation does seem like his request for an exception would be reasonable, once we open the door to that exception there would be others that also felt their request was reasonable and would feel we were being discriminatory if we honored Mr*** request while not honoring theirsWith that said, we are apologetic that we did not respond to Mr*** complaint earlierAs an apology for the delay we have sent him a $gift card good at any Sears or Kmart store, whether online or in personThis is being sent regular mail and should arrive in the next 2-weeks at the address noted on this complaintIn the interim, since we have explained why we are unable to make an exception to our policy for Mr***, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsBe aware that I will be out of the office starting today and not returning until August 8,
Sincerely,
*** ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: ***

May 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** * *** *** *** *** We have completed our investigation of *** *** complaint regarding service for his washer We apologize that *** *** washer 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 We apologize that *** *** feels our charges for parts and labor are excessiveLabor is charged by job code and not by hourly ratesThis is similar to many other service businessesWe would note that even separate from the actual time it takes to repair the product are other expenses that are built into our repair costsSuch as the expenses to operate and maintain the service van, the fuel to get to our customers’ homes, the training our technicians are given on a regular basis, the tools needed to complete the repair, etcAs for the part needed being on backorder, since Sears does not produce parts for our machines but uses part vendors we unfortunately do not have control of their warehousing and must rely on our vendors supplyThe control board that was needed to repair the washer is a common part that is used not only in *** machines but most other manufactures as well, not just for repairs but in manufacturing as wellThat being said there could be a multitude of reasons our part vendor was out at the time of service It is important to note that when a customer has declined an estimate our service technicians provide a 10% off coupon to our customersThis can be used for service if the customer decides at a later date to have his product repaired or the coupon can be used to purchase a new appliance from SearsOur records show that *** *** did use this coupon to purchase his new washer and received a discount of $off the full purchase With that said, we do not find that *** *** is entitled to any refund and have therefore closed our file We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

May 31,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint
regarding the problems she encountered when she attempted to exchange a tractor belt after the day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is listed on Sears.com for review and it states that, for most items, a customer has days from the date of their original purchase to make a returnSince Mr*** purchased the belt on April 2, 2016, and he attempted to exchange it on May 22, 2016, he was clearly over the 30-day “hassle-free” return or exchange periodHowever, Ms*** mentioned that Mr*** has purchased the exact item for several years and it would fit his tractor without any problem; therefore, it is a possibility that the belt was defectiveWe apologize that the store did not investigate if it was defective by comparing it to another belt with the same part numberWe also informed Ms*** that the part number that Mr*** has been purchasing is a generic belt that can be used on a variety of tractor modelsWe explained that she could order online at www.*** the belt that is specific to their tractor modelFor their inconvenience and customer satisfaction, we offered Ms*** a $gift card to purchase another belt from our store or online; she accepted the offerWe processed the gift card and she should receive it within hours via emailWith that being said, since we have addressed the issue 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
*** *** ***

Complaint: ***
I am rejecting this response because:
The business offers a warranty plan which is impossible to attain because:
1) their tech will require 1-weeks to schedule and at the same time
2) the leak will have to happen in front of the tech
We kept rescheduling the appointment and every time the tech says he cannot see the leak until now the warranty will expire in one week What kind of warranty is that? This is totally misleading and tricking on the consumerWhat if I schedule an appointment now and when the tech comes he cannot see the leak at that moment? The business is throwing the ball back into the consumer's court for their defective productI am not sure what kind of game is this, or if their tech does not have the capability to properly diagnose the problem and kept dragging the case until the warranty is expired so that they don't have to be responsible or they'll make the consumer to spend another $to extend the warrantyThe business would just replace this freezer or issue full refund so that I can buy a new one
Sincerely,
*** ***

November 3, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** *** ** *** * * *** *** ***We have completed our investigation *** *** complaint regarding his
refrigerator.Upon researching *** *** concerns, we found that he has been issued $in food loss reimbursement; more than twice the maximum allowed under his Master Protection Agreement (MPA) during a twelve month period. Our Protection Agreement Department issued a $check on April 27, 2015, and the service unit processed a second check for $on May 29, 2015. Also, a $gift card was sent to *** *** on May 19, Due to the amount of food loss reimbursement that has already been provided, no further compensation can be issued. As to *** *** request for a replacement refrigerator, our records show that his request has been honored. On October 31, 2015, *** *** was authorized $2,towards a new refrigerator from Sears. He subsequently selected a new unit on November 1, 2015, and accepted delivery on November 2, 2015. With that said, since a replacement refrigerator has been provided for *** *** and we have explained why no further food loss reimbursement can be issued, we ask that this matter be closed.We apologize to *** *** and we appreciate the opportunity to address this matterSincerely,*** *** *** ***

May 24, *** *** Revdex.com
class="InsideAddress" "margin-left: 0.5in;">North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding some points he says are missing from his Shop Your Way Rewards accountWe have reviewed Mr*** account and it was found that he had not received the $worth of points he mentionsThese were added to his account on May 11, We sincerely apologize for any inconvenience Mr*** may have experienced as a result of this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr*** 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 *** *** ***

Complaint: ***
I am rejecting this response because:
Yes, the part that was originally ordered was the incorrect part and the correct part was ordered and installed on Monday, April 11, 2016, the freezer still isn't freezing completelyIt is now making ice but not completely freezing items as it should
Additionally, the reason why I agreed to wait until the part came in is because I refuse to pay more money for another refrigerator or choose another refrigerator that is beneath the quality of the one I currently haveNor will I go out and purchase a small refrigerator until the current one was fixedI've already spent thousands of dollars at Sears between the washer, refrigerator and mattress that were all purchased with 3 daysI've been purchasing items from Sears for over 30yrs and this experience that I've had has completely changed my opinion about Sears and how it values it's customers
Sincerely,
*** ***

January 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding
her dissatisfaction with delay in receiving her refund for a cancelled item on her online order; and the customer service she received at the Kmart StoreIt is unfortunate that we failed Ms*** expectations when she recently placed an online orderWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experienced at her local Kmart store especially during the holiday seasonWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe would note that our systems take orders for store pibased on the amount of inventory showing as available in our systemsWhile we strive to have accurate information, it is possible for these numbers to not always be accurateSome of the factors involved can be merchandise which is in a customer’s shopping cart at the store and not yet purchased, other purchases made before the store receives and processes the order, and various inaccuracies that are usually fixed by a manual count inventory that most retail stores do twice a yearThe fact remains that when the store in question received Ms*** order, it appears that they no longer had any of the beard trimmers on hand to fulfill itTypically, when an order is not accepted, the funds that are on hold are released, and usually there are no charges made to the consumer’s account for the cancelled itemIt can take 3-business, depending on the consumer’s banking institute, for the funds to post back to their accountWhen Ms*** called to report that she had not received her refund for the cancelled item, we submitted a research on the refundWe discovered that due to a system error the refund for the cancelled item was not automatically issuedOn December 25, we emailed Ms*** and informed her that we had issued her a credit of $and that the credit would post to her account within 3-business daysWith that said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our fileAgain, we apologize to Ms*** 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 *** *** ***