Sears Holdings Corporation

Had spent over $on a new A/C system for my vehicle, only after miles it starts to get warm airThe guy at the counter couldn't even offer to have it looked at without trying to charge me a evaluation fee of $Since it was out of the one year warrantyHe felt it would be better to argue with me rather than offering a free evaluation, since I had already spent $thereI took it to another shop and had the leak found for free, and a free quote for the work that needs to be doneIf the Manager at Sears Auto would've spent the time with me instead of argue and rudely wave his little hand at me, out the door, they might have my business still...I should not have gone to Sears Auto in the first place...I greatly regret it now
I found out later that the part that went bad so soon, was a hard to find part and had to be shipped, the new mechanic sold me the part that I needed, it was a bit more expensive, but better quality and with a warranty on itThe Sears Auto center that I went to, might have wanted to try and save some money and use that part to make the bill look lower, but it was not what I wanted at the timeHaving to deal with cancer issues, I told them I wanted a dependable operating vehicle because of my cancer and poor health issues, I need to use my truck to get to the doctor appointments etc...I have to have a dependable vehicleInstead I got second rated parts because of the price or the ease of getting them and they got to get their commission or bonus (whatever)

November
12, 2015RevDex.comAttn:
*** ***
North Wabash Ave., Ste 2006Chicago,
IL 60611Our
File No: ***Revdex.com
Case #: ***Via:
Revdex.com WebsiteDear *** ***Thank
you for contacting Sears Home
Improvement Products, Inc(SHIP) regarding your
inquiry concerning the above-referenced fileIn our review of the complaint
and after speaking to the customer, we have confirmed that the siding was
neither installed nor serviced by SHIPThe customer’s complaint should be filed
against the handyman service he has mentioned in his complaintAt
this time, we respectfully request that you close your fileOn behalf of SHIP
please know that we value *** *** as a future customer and would be happy
to assist him in the future if he chooses to have new siding installed on his
home If you have any questions or
concerns, please contact me at *** * ***, or via email at ***Sincerely,*** ***SHIP/HI
Regulatory Complaint Specialist cc:
*** *** *** *** *** ***

July 11, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** A Sears technician examined Ms*** refrigerator on July 6, 2016. Once he discussed his findings with the District Manager, a replacement refrigerator was approved. After researching the features of Ms*** current refrigerator, it was determined that $2,would provide her with a comparable unit under her Master Protection Agreement (MPA)Ms*** selected a new refrigerator on July 9, 2016, and will receive the unit when it becomes available from the warehouse. With that said, since we are providing Ms*** with her requested resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

Initial Business Response /* (1000, 5, 2015/07/07) */
July 7,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** #XXXXXXXX
Dear Ms***
We have completed the investigation of Ms***'s
complaint regarding damage to a garden tractor
Sears has referred Ms***'s damage claim to our third-party claims administrator Sedgwick for further reviewOnce Sedgwick opened the claim, LXXXXXXXXXX-XXXX, it was assigned to Claims Examiner *** *** for handlingMs*** can be reached at (XXX) XXX-XXXX during business hours or via email at ***@sedgwickcms.comFor clarification, Sedgwick has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimRegardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon *** actionsTheir decision is immutableThe claim was tendered to the manufacturer who ultimately denied the claimant stating that there was no defect and that the muffler guard was off causing air and debris to circulate and eventually catch fireMs*** was advised that Sedgwick would be standing behind the manufacturer's denialSince we have provided Ms*** with the information needed to follow up on her claim, we respectfully request that this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
XXX-XXX-XXXX ext #XXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Providing a name and phone number is not resolving our problemEveryone passes the buckSears says the manufacturer is responsible and the manufacturer says they are notThe manufacturer tried to say we were responsible even though our under warranty tractor was under their very expensive service agreement and serviced by their repair peopleIf Sears is not standing behind warranties and is shipping out new garden tractors that fall apart before they are even used, they should not be allowed to issue warranties/service contractsWhere is the quality control? Where are the safety inspectors? The fire dept said at the time of the fire that it appeared fuel was spraying onto the motorIf, in fact, they are making Craftsman tractors that can catch fire from debris after one minute of mowing there is a design flawEither way, we are left with a metal hulk from the burned tractor and melted attachments never hauled away and a "new" replacement tractor that cannot be used because the front wheel fell offSo much for the replacement tractor that cost an extra $and attachments that cost him another $
Final Business Response /* (4000, 9, 2015/07/09) */
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL XXXXX
Re: *** *** #XXXXXXXX
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding her garden tractor
As indicated in our initial correspondence, we referred Ms***'s claim to *** and they tendered it to the manufactureThe issue was investigated by the manufacturer who ultimately denied the claimant stating that there was no defect and that the muffler guard was off causing air and debris to circulate and eventually catch fireMs*** was advised that *** would be standing behind the manufacturer's denialSince we have provided Ms*** with the information needed to follow up on her claim, we respectfully request that this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com

December 8, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL
*** *** * *** *** *** ***We have completed the investigation of Mr***
complaint regarding his online order that
was missing one piece of the order
and his request for a full refund.After researching *** *** online order we found no
record of his complaint since he received the order back on October 2, It
has been over weeks since he received his product and never notified Sears of
this issue until we received this Revdex.com complaint on December
1, With that said, while we are unable to issue a full refund, we are
willing to offer $in Shop Your Way Reward points to his SYWR account as a
onetime courtesy exceptionIf Mr*** would like to accept this offer, then
he may contact us via email at *** or he may call *** ***In the interim, we have noted Mr***
concerns and respectfully ask to have this matter closed, pending his decisionWe 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

October 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #- Kelsey ***
Dear Ms***,
We have completed the investigation of Ms***'s complaint regarding her dissatisfaction with our customer service and the cancellation of her sears.com order
It is unfortunate that we failed Ms***'s 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 avertedAs a result of this action, we have revealed that Ms***'s first order was cancelled due to a payment authorization issue and as such was not charged to her credit accountMs*** replaced her order on September 21, 2015, with a different payment method and as soon as the order completed authorization and was transmitted to our delivery system, Sears.com associates issued a 10% discount, which resulted in a small price decrease for Ms*** compared to the original price of her orderHowever, our records indicate that Ms*** requested cancellation of this replacement order on September 22, Her request was honored, and four separate refund amounts of $and one refund of $were applied to her credit account ending in on September 23, At this time, we can only reiterate that we truly regret any inconvenience Ms*** may have experiencedWe 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 possibleWe respectfully ask to have this matter closed since we have noted Ms***'s comments and an equitable resolution has been provided
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Nicki ***
Regulatory Complaint Specialist
***
1-800-762-Ext

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** ***
class="InsideAddress"> Dear Ms* *** We have completed our investigation of Mr*** complaint regarding service for his Cook Top under the Basic Protection Agreement It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing itThe most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surfaceEach of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail That being said our service technician provided pictures of the cook top and the crack for review by managementThe crack is due to impact damageWe were also able to see appears to have been spill over that has burnt on to the cook top leaving carbon on the surfaceThis carbon is most likely from burnt on food spillage that was not properly cleaned up at the time of incidentThis alone over time will cause the cook top to not perform well Since we have explained why Mr*** cook top’s replacement is not covered under his Basic Protection Agreement 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,
*** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
*** *** ***
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding her recent online order
*** *** Store General Manager for Unit ***, provided the following response:
It is unfortunate that we failed *** *** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter receiving the complaint filed we attempted to reach *** *** and left a messageWe were unaware of this issue until we received the complaint however we advised that we would be happy to issue a credit of $as she requestedShould *** *** have any further questions or concerns, she may contact our store directly at *** *** In the interim, we have noted *** *** concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***

October 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #- Kathryn LHall
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her
dissatisfaction with the failure of her refrigerator and her subsequent request for a refund or exchange
We have reviewed Ms*** issue and feel it is important to clarify that all Sears home appliances carry up to a thirty day refund or exchange periodAfter that time, the only option that is available is to have the item servicedIn sending a technician to evaluate the failure, we are able to determine whether the item truly has a manufacturing defect that would require repair or replacementOur return policy is similar to many other retailers and clearly posted online, within our stores and on our receiptsIt may also be important to mention that Sears warranties and Protection Agreements do not promise that repair will be completed within a specific period or time-frame, but some Protection Agreements do offer benefits to lessen inconvenience while waiting for a repairUnfortunately, Ms*** purchased her Agreement after her service request was made; therefore, she was only eligible for manufacturer's warranty benefits on this occasionWith that having been said, our records indicate that our technician completed a repair on September 11, 2015, and confirmed that Ms*** refrigerator was operating to the manufacturer's specifications afterwardAt this time, we can only apologize for any inconvenience Ms*** may have experiencedShe is welcome to contact our Protection Agreement Benefits Administration at 1-800-*** if she has any questions about her Protection Agreement coverageWe respectfully ask to have this matter closed, since we have provided services relative and appropriate to the terms of our return policy and the manufacturer's warranty for Ms*** refrigerator
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Nicki Goldberg
Regulatory Complaint Specialist
512-248-
800-762-Ext

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> *** *** * *** *** *** *** We have completed the investigation of ** *** complaint regarding a dishwasher purchased from SearsWe apologize that *** *** dishwasher failed to meet her expectations of longevityThe reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. The dishwasher was rated very high and has excellent reviewsIf there are any additional concerns with the dishwasher, I ask that *** *** contact me directly at *** or at the email address belowSears Home Services records indicate that a new control panel was installed on March 12, After the board was installed the unit was tested and was found to be operating as expectedAt this time, since we have completed the repairs to the dishwasher, we ask that this complaint be closed pending further contactWe 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 ***

Complaint: ***
I am rejecting this response because: You didn't even address the rebuttal. The system that the phone representatives use should be one that is actually up-to-date. If you're claiming that the item was shipped, then why did the representative and the email not actually reflect that it was shipped until days later?
Its disingenuous to have me talk to a person on the phone and say 'Yes its cancelled" only to find out that they can't actually do it. "The Offline" team can do itThe part was given to the *** guy, and he put his label on it. I didn't fill one out because it was a cancelled order and a mistake on your company's behalf. Not a returnTracking Number ***
It was received on 10-6-2016, and there still has not been a refund issued after business daysSincerely,
*** ***

Initial Business Response /* (1000, 9, 2015/07/07) */
July 7,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
We have completed the investigation of Mr*** complaint
regarding the charges for our services
Our records indicate that Mr.*** purchased his refrigerator for $on July 20, 2013, and his one-year manufacturer's warranty expired July 23, 2014; almost a year agoThis meant when his refrigerator failed he had no coverage to provide him with a covered repair and could have contracted any repair provider as there were no warranty stipulations to fulfillHe ended up using Sears and we provided him with an estimate, and actually helped him to receive a 20% discount, and he agreed to pay us that amountIf he wanted to shop around for prices on repairs or parts, then this would have been available to him before he agreed to our repair
He notes that he found the part cheaper online, but we do not have a policy that says we match online part pricingThe reason for this is that there can be cost discrepancies between refurbished and new parts and there is also a difference between wholesale and retail costsWhen our technician installs a part, we take on any liability if the part does not correct the issue or if something else in the unit damages the part we were installing and renders it uselessWhen a customer orders a part wholesale, once it has been installed it is usually not returnable, even if they discovered that it was another part that was needed and they did not damage the part while installing itAdditionally, we incur costs to have parts shipped to us or a customer and/or to have them warehoused on our trucks and these costs are built into the retail price
As for the charges for labor, they are the same costs that everyone else would pay for that same repair since we charge by job codeThat repair can sometimes take longer, and if Mr.*** had paid full price for the repair then we might have considered providing him with a 20% discount as a courtesy; however, this was already done by the technicianAfter the discount Mr.*** paid $for the part, plus taxes and $for the labor, also including the applicable taxesOverall we feel this is a very fair price at this discounted rate, and again, he agreed to these chargesAs we noted, he could have contracted another repair service, or even just paid the minimum fee of $and then completed the work himself if he felt it was so easyThe fact is that we fulfilled our part by providing the agreed upon repair and as such, Mr.*** is not entitled to any refund just because he simply is unhappy with our chargesAs this decision is commensurate to the circumstances, we have closed our file
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,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com

July 5, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator and her request to have the unit replaced under her Master Protection Agreement (MPA) Upon receipt of Ms*** complaint, we reviewed her service history to determine whether she qualifies for a replacement refrigeratorOur records show that Ms* *** purchased the Master Protection Agreement (MPA) on July 3, 2014. Within the last year and since purchasing the agreement, Ms* *** has had two qualifying repairs completed. On June 3, 2016, under service order *** a compressor and drier were installed. Under service order *** (completed June 30, 2016), the condenser line was repaired and a drier assembly installed. After installing the part, the technician tested the refrigerator and found that the temperature had dropped plus degrees While we understand that Ms* *** is frustrated and feels that her refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose 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 recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” As we stated previously, Ms*** refrigerator has only had two qualifying repairs to date. As to Ms*** request for further food loss compensation; she has been provided with the maximum reimbursement - $250.00. With that said, for customer satisfaction, we have submitted a check request for an additional $in food loss. The check should be received in the next two weeks. Lastly, our records show that $in Shop Your Way Reward points was issued on June 4, 2016, by our customer service group, Customer Solutions, to assist with the purchase of a small refrigerator. In summary, since we have explained why a replacement is currently not an option for Ms***, and documented her concerns with the repair process, we ask that this matter be closed We apologize to Ms* *** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThank you Sears for agreeing to this, it is appreciated.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Your representatives at Sears Auto Center admitted their mistakes, apologized to me and my wife, but lied to your claims adjuster. Additionally, Sears instructed me to take my vehicle to Tameron Honda to repair what they could not repair. Tameron Honda provided documentation stated that Sears tore a cord, provided evidence, and a written statement. Still your claims department denied this portion of the claim
I will be filing suit in Small Claims CourtI would accept any denial...if your representatives didn't LIE.
Sincerely,
Larry ***

April 28, ***
*** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Sears Duct CleaningUpon receiving Mr*** complaint, we contacted the local office for assistance. *** Trentham responded that his technicians went to Mr*** home to clean the air ducts and seal the air handler. The technicians did not clean his dryer vent because the dryer vent tube does not exit the home; it stops about one foot short in the wall. While Mr*** states that the technicians damaged his dryer vent, it is impossible for the technicians to reach the vent or cause the vent to be too short. Furthermore, there is a birdcage on the outside wall with stucco around it that obscures the vent opening; a human arm cannot even fit through the aperture. At this time the only offer on the table is for the technicians to return to Mr*** home to check the seal around the air handlerSeveral messages have been left for Mr*** and an email was sent requesting a call back; however, Mr*** has not returned any calls to date. Again, the local office is only willing to check the seal around the air handler, no other remuneration will be offered to Mr***. If he would like to schedule an appointment, he will need to call the local office. In the interim, since we have documented Mr*** concerns and explained why his request will not be honored, we ask to have this matter closed. We appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

Initial Business Response /* (1000, 5, 2015/08/26) */
Contact Name and Title: ***
Contact Email: ***@searshc.com
August 26,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #XXXXXXXX- ***
Dear Ms.***:
We have completed the investigation of Ms***'s complaint regarding her dissatisfaction with the delivery of her refrigerator as well as its performance
We apologize that Ms***'s refrigerator failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn 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 customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years agoIt 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 propertyThe 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
In Ms***'s case, she purchased her refrigerator in September of and had repair in January of We apologize for the poor customer service she experienced with regards to the delivery of her refrigerator and have processed a month extended protection agreement as a one-time customer courtesyA copy of the protection agreement information has been sent to Ms*** and should arrive in 2-weeksThat being said, because we have provided Ms*** with her requested resolution, we respectfully request this complaint be closed
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 Complaints Specialist
XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would prefer one year since I've already had three service callsWhile I appreciate six months extended coverage, one year would offer a true sense of peace of mind
Final Business Response /* (4000, 9, 2015/09/08) */
Contact Name and Title: ***
Contact Email: ***@searshc.com
September 8,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #XXXXXXXX- ***
Dear Ms.***:
We have completed the investigation of Ms***'s rebuttal regarding her dissatisfaction with the delivery of her refrigerator as well as its performance
We have received Ms*** rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied with her refrigerator, the fact remains that we feel that a six month extended protection agreement is commiserate to the circumstances for the issues with the refrigeratorUnfortunately, 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 Mr***'s case we do apologize that we failed her expectations, but we are unable to extend the protection agreement to months and our decision is final
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 Complaints Specialist
XXX-XXX-XXXX
***@searshc.com

*** *** Revdex.com">North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the finish on her refrigerator After reviewing the service history and discussing the issue with Ms***, we authorized her for a replacement of the refrigerator under the Master Protection Agreement (MPA) for customer satisfaction reasons onlyShe has been provided with the necessary information to select a new refrigerator, and she has my direct contact information in the event that she requires further assistanceAt this time, since 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 matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

April 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her
dissatisfaction that the delivery of her washer and dryer were not completed on the scheduled dateWe apologize to *** *** for delay in the delivery and that we failed to meet her expectationsWe reviewed the delivery notes related to *** *** purchase of the washer and dryer and discovered that on March 5, the delivery team had arrived at the wrong addressAs clarification, when a delivery attempt is made and a customer is not home, the delivery team will report in and provide a description of the houseOur customer service team will also make an attempt to contact our customer via phone to confirm if they are home or notAs *** *** confirmed, she did receive the voicemail message from delivery customer service when they tried to reach herWhen *** *** returned the call, she was provided the description of the house and she confirmed that it was incorrectWe apologized and offered to reschedule delivery for March 7, 2016, which she declined and requested to speak with a supervisor*** *** was transferred to Delivery Escalations and she requested that we cancel the entire orderWe offered to contact our delivery team to return that same day instead of cancellation*** *** declined the offer and requested that we cancel her entire orderAccording to our records, *** *** order was cancelled on March 5, and we issued a credit of $2,to her credit card ending in *** We regret that this incident occurred, but we can assure *** *** that her concerns have been forwarded to management for review so future problems of this nature can be avertedWith 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 *** *** ***

March 4,
0pt" class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
Dear *** ***
We have completed the investigation of Ms*** complaint regarding her recent visit to one of our auto centers
Upon receiving Ms*** complaint, we have researched her complaint. We would like to note that prior to contacting the Revdex.com, Ms*** spoke with our Customer Services department where she agreed to a full refund of $for the coolant exchange. Ms*** came in on Saturday, February 27, and received her refund. That being said, because we have addressed Ms*** concerns and she has agreed upon a resolution, we respectfully request this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***