Sears Holdings Corporation

May 24, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his recent online order experience and request for a refund We would first like to apologize for any inconvenience Mr*** experience with this matterWe apologize for the delay and 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 Sears Online processed a refund of $back to his *** account ending in ***For Mr***’s records the return receipt number is *** Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, 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

(The consumer indicated he/she ACCEPTED the response from the business.)
I updated this matter with the Revdex.com after I got my refund promised I'm not sure why this stayed ongoingAlthough I am totally unhappy about the way the entire situation was handled after it FINALLY made it to the higher
ups (with the help of my bank) it was finally taken care ofThank you Revdex.com

September 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Frankie M ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding the delay in receiving his purchased appliance
After reviewing Mr*** complaint and our records, we were able to determine that due to the delay in receiving his purchased appliance, the delivery fee was waivedIn addition the customer returned to the store and purchased additional appliances and the delivery fee was also waivedWe called and spoke with Mr*** on August 19, and offered as a onetime courtesy a $gift card, which he acceptedSince we were able to provide a resolution that was satisfactory to Mr*** 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,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-***
***@searsch.com

November 12, 2015*** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL
*** *** * *** ***Dear *** *** **We have completed the investigation of *** *** complaint regarding his
dissatisfaction with our customer service and the backorder of a bagger he purchased from Sears Parts Direct.It is unfortunate that we failed *** ***s expectations when he recently placed an order with Sears Parts DirectWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure *** *** that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that Sears Parts Direct located a bagger for *** *** a local Sears Service and Repair Center *** *** was provided with a full refund of $for the bagger on order and the expedited shipping charges Additionally, we provided him with an additional credit of $to his *** account as reimbursement for the fuel expenses he stated he would incur to travel to the Service Center The originally ordered bagger shipped to *** *** on October 20, 2015, the day after the aforementioned refund and account credit were issued However, it does not appear that *** *** has returned the bagger or contacted Sears Parts Direct again about the order Therefore, he has received the item he ordered in addition to a full refund At this time, we can only reiterate that we regret any inconvenience *** *** may have experienced We hope that in the future he will allow us an opportunity to provide him with an example that better represents 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 *** ***s comments and equitable resolutions have already 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, *** *** *** *** *** *** ***

Contact Name and Title: MELISSA ***
October 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: Anne *** - #
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her refrigerator repair
First, we would like to apologize to Ms*** for failing her expectations when she recently scheduled service for her refrigeratorOur records show that the repair to Ms***'s refrigerator was completed on October 20, 2015, with the installation of a mullion and damper controlWhile we empathize with Ms***, we are unable to honor her request for a refund of her refrigeratorThe unit was purchased over four years ago, which is too far outside our Return Policy timeframe to consider such an accommodationMs*** mentions that this is the second repair, but we would like to point out that the first repair was completed over two and a half years ago; a defective nipple on the end of the drain tube was repairedWhile a refund is not an option, since Ms*** carries a Master Protection Agreement (MPA) on her refrigerator, she is welcome to call our Protection Agreement Department at (800) 827-to file a food loss claimPer the terms of the MPA, she can be reimbursed up to $every monthsWith that said, since we have completed the repair to Ms***'s refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

Initial Business Response /* (1000, 5, 2015/07/28) */
July 28,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # *** - *** ***
Dear Ms***
We have completed the investigation of Mr***'s complaint
regarding his dissatisfaction that the refrigerator purchased at our Sears Outlet store failed sooner than he expected and the problems he encountered when scheduling service
We apologize that Mr***'s refrigerator failed to meet his 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 if it failed when it was installedUpon receipt of Mr***'s complaint we reached out to*** Customer Advocate for Service Unit*** to assist with Mr***'s complaint regarding the scheduled service appointment*** contacted Mr***'s and arranged to provide a sooner service date to complete the refrigerator repairService was scheduled for July 21, and the technician installed the parts*** followed with Mr*** and he confirmed that the refrigerator was working*** provided Mr*** her direct contact information in case he had any additional issues with the refrigeratorWith that being said, since the refrigerator has been repaired, we have closed 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,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I Wish I didn't have to resort to the Revdex.com to get a resolution for something that should've just been common business senseHowever, it is a testament to the power of the Revdex.com to get the attention of a corporationI had zero response until I filed the complaintThank you Revdex.com!
Final Consumer Response /* (3000, 12, 2015/07/31) */
The fridge repaired on 7/has failed againWe stocked up on food, and now we are out of pocket for groceries and a stainless steel embarrassment in our kitchenWe need service again, and as quickly as possible
Final Business Response /* (4000, 14, 2015/08/06) */
August 6,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # *** - *** ***
Dear Ms***
We have completed the investigation of Mr***'s rebuttal to our response regarding his dissatisfaction that the refrigerator has failed sooner than expected
Firstly we would like to apologize for the inconvenience and disappointment that Mr*** may have experienced since the refrigerator failed a few days after it was repairedOur records indicate that the technician returned on August 3, and recharged the refrigeratorThe refrigerator is working again, and the order was closed
Mr*** mentioned that he was out of pocket due to the food lossSince Mr*** did not purchase a protection agreement, he would not qualify for food loss reimbursementFor customer satisfaction and a good-*** gesture, we offered Mr*** $for food loss reimbursement and he accepted the offerOn August 6, 2015, we issued the reimbursement and he should receive it within business daysWith that being said, since the refrigerator has been repaired and the food loss reimbursement is a resolution that met with Mr***'s approval, 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,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
***@searshc.com

Initial Business Response /* (1000, 10, 2015/08/11) */
August 11,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed investigation of Ms***'s complaint
regarding her mattress that she purchased on February 09,
As clarification, Sears' return policy for mattresses when this purchase was made was 30-days and within that time a consumer would have had the option to request a one-time comfort exchange or a refundOnce that time frame has passed * refund is no longer an option and in order to receive an exchange a mattress must qualify under the terms of the manufacturer's warranty for a replacementThere is a specific method in making a determination of warranty coverage and the consumer is responsible for presenting documentation (photographs and measuring methods) that supports any claimWhen our customers contact us for a warranty exchange, we present instructions regarding photographing the mattress and bedframe, in writing, via email or regular mail
Based off the pictures that were provided by Ms***, unfortunately she does not meet the warranty exchange criteria due to not having a center support for the mattress nor does qualify for a return as she outside the Sears' return windowBased off the aforementioned, 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 Complaint Specialist
Sears Holdings Corporation
Direct Line XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 12, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was promised by their executive officer that the mattress will be replacedHe even told me to find a mattress and send him the information , which I did! After that he never returned my calls not emails
Why isn't he honoring his promise? What kind ofessahe is he sending out to his customers by being dishonest?
If his name is needed I can let you know
I even contacted and left a message with Ms *** and she did not returns call either
It is unfortunate that we need media or Revdex.com's help for them to respect their customers and reply
Final Business Response /* (4000, 14, 2015/08/29) */
August 29,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL XXXXX
Re:***
Dear Ms***
We have completed investigation of Ms***'s rebuttal to the response we previously sent
After reviewing Ms***'s response, our decision remains the same; she does not qualify for a warranty exchangeWhile we understand that Ms***'s is wanting an exchange in the absence of extenuating circumstances that would warrant this, and not for others, would not only not be fair to all, but it could open us up to claims of discriminationAs stated previously, unfortunately she does not meet the warranty exchange criteria due to not having a center support for the mattress nor does qualify for a return as she outside the Sears' return windowAt this time, we respectfully request this case remain closed
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
Direct Line XXX-XXX-XXXX
***@searshc.com

Initial Business Response /* (1000, 6, 2015/08/13) */
August 13,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL XXXXX
Re: # ***
Dear Ms.***
We have not fully completed our investigation of Mr
*** complaint regarding the charges for an alignment performed on his vehicle without his approval
We apologize for the delay in responding to this complaintWe forwarded this matter to the Auto Center Manager to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Mr*** allow us ten business days to come to a decisionIn the interim, should Mr*** have any questions, he may contact me directly at XXX-XXX-XXXX
We apologize again 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

October 15,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No:
Revdex.com File No: 94567925/***
Via: Revdex.com Website
Dear Ms***,
Ms*** has signed a Certificate of Completion for her bathroom remodeling project as well as for her Doors projectAll *** has been completed in accordance with her contractAdditionally, an offer was extended to Ms*** to give her a Sears gift card as compensation for the inconvenience and reverse installation of her garage entry doorThat offer has been verbally accepted and will be processed once we receive the signed acceptance from Ms***
We have notified the electrician that the bathroom remodeling *** has been completed and that we are ready for the final electrical inspectionWe would be happy to arrange this on Ms***' behalf or she is welcome to contact the city and schedule it herself if she prefers to do so
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 1-*** extension *** or via email at Heather***@searshomepro.com
Sincerely,
Heather ***
SHIP/HI Regulatory Complaint Specialist
cc: Lisa ***, 1st Class Postage

Initial Business Response /* (1000, 7, 2015/06/15) */
June 15,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***:
We have completed the investigation of Mr.*** complaint
regarding his dissatisfaction with the repair service provided on his washer and his request for a refund
As clarification, Mr.*** listed service order numbers *** and *** for the repair of his washer model wfw9050xwAccording to our records, service orders *** and *** are for the washer repair and service order is for preventive maintenance performed on his dryerWe reviewed the service history on the washer and discovered that on the initial service order Mr.*** paid $for labor and for a part (W10525370)The technician installed an electronic control board on April 14, and completed the repairHowever Mr.*** called back on April 16, that he was still having a problem with the washerOn the second service order Mr.*** was not charged for labor, but was charged an additional $for another part (W10384843)Regrettably, the manufacturer sent a defective part and the tech had to reorder the part, which subsequently delayed the repairThe tech installed the part on May 5, and completed the repair
On June 2, we reached out to Mr.*** regarding his dissatisfaction with the service and his request for a full refundWe informed Mr.*** that since the initial part installed on service order did not resolve the issue, we would issue Mr.*** a refund of $for part WMr.*** stated that he was requesting a full refund for both service ordersWe informed Mr.*** that since our technician completed the repair and the washer tested good on May 5, 2015, then we could not offer a full refundAt that time, Mr.*** stated that his washer was still not functioning because it was not completing a full wash cycleOn June 9, 2015, we offered to schedule service and send a technician to verify the issueWe explained that once we reviewed the technician's notes, we could make a determination to continue with the repair or to stop the repair and issue Mr.*** a full refundWe also provided Mr.*** with another option if he was interested in purchasing a new washer from SearsTo avoid another tech visit, we could issue the part refund listed above and we would offer him a 15% discount on the final sale price of a new washer from Sears (purchase must be made at a Sears Full Line Store or Sears.com - not valid at hometown stores or outlet)Mr.*** did not accept or decline the offers provided, but requested the part refund of $174.48, a 50% product discount on a new washer, free delivery and haul away, and a hand-written apology
On June 15, we notified Mr.*** that his request was deniedWe issued the part refund of $to his credit card ending in which should post to his account within - business daysWe feel our offers are more than reasonableMr.*** may contact Regulatory Complaint Specialist Matilda *** at *** or *** on or before June 30, if he would like to accept our offerSince we have addressed the concerns brought forth in Mr.***'s complaint and have a provided a direct contact should he decide to accept our offer, we have closed our files
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,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
***
***

May 24, *** ***
class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding Sears Auto CenterFirst, we would like to apologize to Ms*** for failing her expectations in regard to her recent vehicle service. Additionally, we forwarded Ms*** complaint to the Auto Center Manager District Manager for further review, as we do not take these matters lightly. District Manager *** *** responded that he spoke with Ms*** on May 16, 2016, regarding her concerns. Since then he has left several voice mails asking for a call back to discuss a resolution. Unfortunately, Ms*** has not returned his calls. Since Mr*** has not been able to speak with Ms*** again, he would like propose the following resolution; a full refund of the tire installation and free oil change. If Ms*** would like to accept this offer, she is welcome to call Mr*** at (*** ***. In the interim, since a fair resolution has been proposed and Ms*** concerns documented, we ask that this matter be closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

December 15, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL
*** *** *** * * ***
*** *** ***We have completed the
investigation of *** *** complaint regarding her television
repair.First, we would like to apologize
to *** *** for failing her expectations in regard to her television repair. Additionally, we would like to assure *** *** 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. Accordingly, we forwarded *** *** complaint
to the District Service Manager and Routing Manager for review and we are
confident that her concerns will be thoroughly addressedOn December 14, 2015, the
technician examined *** *** television and consulted with Sears Technical
Assistance Center (STAC) in regard to the quality of the picture. STAC responded that *** *** television
needed a software update to correct the problemSTAC further advised the
technician that they contacted ***, the manufacturer, and the software update is
being mailed directly to *** *** to installAs a conciliatory gesture for
any inconvenience *** *** may have experienced, we have submitted a
request to send her a $gift card.
The request was processed on December 15, 2015, so *** *** should
receive the gift card within the next two to three weeks. In the interim, since the issue with *** *** television should be resolved shortly, contingent upon the receipt of
the software update from RCA and we have documented her concerns with the
repair process, we ask to have this matter closed.Again, we apologize to
*** *** and we appreciate the opportunity to address this matter.Sincerely,*** ***Regulatory Complaints
Specialist

October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94574502- John ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding his recent parts order
Unfortunately, it appears that there was a processing issue and although Mr***'s card was charged, the order did not go throughWe have issued a full refund to Mr*** and it should reflect within 3-business daysIt also seems that Mr*** was not made aware when he placed his order that we cannot ship parts to a P.OBox addressWe are unsure as to why this was not brought to Mr***'s attention, but we have forwarded this tot the appropriate parties in order to prevent further occurrencesShould Mr*** still need the part in question, we have verified it is availableWe would simply need him to replace the order using a non P.OBox address for shippingIf Mr*** places his order and sends us the new order number, we will gladly provide him with a 15% discount as a customer courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered 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,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Tammie.***@searshc.com

*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a
dishwasher purchased from Sears Outlet
*** ***,
Sears Outlet District Sales Manager provided the following response:It
is unfortunate that we failed *** *** expectations when the dishwasher
purchased from the *** Sears Outlet failed to meet his expectationsWe
value *** *** patronage, but can understand how the series of events noted
in his complaint has caused him to lose faith in Sears Outlet CentersWe can assure
*** *** that his concerns were forwarded to my office review, so future
problems of this nature can be averted. We can only reiterate that we do
not condone how he was treated and that we truly regret that we failed his
expectationsWe hope that *** *** will allow us another opportunity in the
future to provide him with the type of customer service that Sears Outlet has our
reputation upon, but we would understand if this is not possibleWe have
processed an exchange and have ordered *** *** a new *** dishwasher
The unit is due to be received at the local Merchandise Distribution Outlet on
Saturday, November 7, We expect the local installer to be contacting *** *** to schedule the unit’s installation by Monday, November 9, Sears
Outlet is covering the cost of installation as a gesture of good customer service
Since we have noted the actions taken to resolve *** *** 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,*** *** *** *** *** ***

Tell us why here...August 23,
Heather ***
*** Highway
Ramona, ** ***-
Our File No:
Via: UPS ground/signature required
Dear Ms***,
This letter serves to confirm that we have completed
our investigation in regards to the above referenced fileWe apologize for any misunderstanding in regards to your HVAC service **llWe have been advised your complaint has been resolved, and is making its way through the system in regards to the phone **lls and lettersHowever, if you receive any **lls or letters, contact me with a name and number so I **n contact the responsible person immediatelyYou have not and will not be reported to any credit bureaus
Thank you for your time, effort and patience during the investigation processAt this time, I am closing my fileOn behalf of SHIP, please know that we value you as customer and appreciate your patronageIf you have any questions or concerns, please contact me directly at *** or via email at Jeanne***@searshomepro.com
Sincerely,
Jeanne ***
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com

sears is no longer sears that we trusttotally unprofessional, too many numbers to deal with and no customer service what so eververy profesional till they get you money and you have to fight to get your money back for an undelivered itemstwice in a row and im done with this company

I purchased an electric range, dishwasher and refrigerator from www.sears.com on 9-9-16; they're for an empty foreclosure I recently purchasedI met with the installers, and I was informed they couldn't install the water line to the refrigerator because of a water supply issueThe unit was plugged-in, but left out in the floor (outside its receptacle)Later when I pushed it into its receptacle I found the freezer door couldn't be opened enough for access because the door contacted the wallI called the next day to make an exchange, but the person with whom I talked assured me lower-profile handles would resolve the issue- he told me to give them 5-weeks for arrivalAfter much time passed I temporarily removed the handle, only to find that it didn't resolve my problemAfter getting the run-around using the same number, I called another where I talked with StephanieI explained to her (and later everyone else I called) the unit has never been usedShe said an exchange wouldn't be a problem if she first received an evaluation from a service techI met with Kenny on 10-who (after talking with his supervisor) said he didn't understand how there could even be a misunderstandingHe recommended that either I re-contact Stephanie or go to the Sears in Huntsville, AL and speak to Anthony (manager)I talked with a sales rep.; when he came back (after talking to Anthony) he said there was nothing they could doAfter NUMEROUS phone calls (three people hung up on me) I was told no one could help me (regardless what was told to me by Stephanie) because it has been over daysOne man even suggested that I buy the other refrigerator, and they would only charge me $the other one off (a brand new, unused, $unit)I TRIED to explain I was doing as I was instructed by Sears (5-weeks=35-days) & I was finally told by Debra they would make the exchange if I payed a 15% restocking fee and the price difference once I provided my credit card number (a more expensive top freezer unit), and I would receive a call telling me the final balance and expected delivery dateI never received the call, so I've spent today talking with person after personI was told my card didn't go through, and aside from that 'it's been over days'I was then told to provide them with the original phone # I called, so I have to drive to the house to record the phone number off the owner's guide located in the crisper of the fridgeI have made many purchases in my life, but I have to say THIS ONE HAS BEEN THE WORSTAccording to the outcome my opinion may change somewhatBut with the ordeal I've been through already I want to strongly suggest DO NOT BUY APPLIANCES or MAKE ONLINE ORDERS @Sears.com!

Initial Business Response /* (1000, 12, 2015/07/13) */
July 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - Lisset ***
Dear Ms***
We have completed the investigation of Ms***'s
complaint regarding her dissatisfaction that the service on her refrigerator was not completed in a timely manner, and her request for a refund on the purchase of her refrigerator
It is unfortunate that we failed Ms***'s expectations when she recently scheduled a refrigerator repairWe value Ms***'s 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 experiencedWe 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 further
At this time, Ms***'s refrigerator has been repaired and it appears to be working to specificationsAs clarification, the contract to service the refrigerator is not held by A&E Factory ServiceWe are contracted by Warrentech to provide warranty service and any questions regarding her request for a refund or other reimbursements would have to be directed to Warrentech or to HH Greg where she purchased the refrigeratorWith that being said, our records show that on July 3, our technician installed the parts, tested the refrigerator and found that it is working as designed and within specificationsSince we have no other responsibilities, other than to provide service and this has already been done, we ask to have this matter 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,
Matilda ***
Regulatory Complaint Specialist
A&E Factory Services
XXX-XXX-XXXX direct
Initial Consumer Rebuttal /* (3000, 14, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Re: Case #XXXXXXXX: Sears Holdings Corporation
Dear Ms***
Thank you for your prompt attention to this matterAt this time I prefer not to close this case until all parties involved have been contactedDue to the lack of timely response from the repair company Sears Holdings Corporation, I had food spoiled, had to purchase ice to times a week just to have eggs, water, and basic foods fresh for my daughter and elderly fatherI lost a large quantity of meats which spoiled when the refrigerator broke as well
I am not asking for a refund of the cost of the refrigerator though this would greatly workI am asking for a refund of all I have spent due to their negligenceI accept their apologies as once this case was opened they responded immediately but I will not accept to close this ticket as is
I believe I deserve compensation for the troubles I encountered for over a monthReceipts of all bottled water, ice and other purchases done due to this situation can be provided at their request
I purchased my refrigerator through HH Gregg but my insurance contacted, and trusted this company to do their job in a timely manner
I would appreciate Sears Holdings Corporation contact Warrentech since I understand they contracted Sears Holdings Corporation for this repair to take place in order to help resolve this matter and keep different tickets opened at once
I will also like to know what if I would need to open a Revdex.com complaint directly for Warrentech for a response from them or can it all be resolved thorough this same ticket
I don't want to be thrown from one company to the other I want my compensation for the loss and frustration I had to encounter due to this issue
Thanks again for all your help and have a great day
Looking forward to a response soon
Final Business Response /* (4000, 16, 2015/07/22) */
July 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # *** - *** ***
Dear Ms***:
We have completed the investigation of Ms***'s rebuttal to our response regarding her dissatisfaction the repair was not completed in a timely manner and her request for compensation
We have Ms***'s rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied with the delay in the service, we are unable to grant her request for compensation for her food loss expensesWe apologize for the delay in completing the repair on Ms***'s refrigeratorUnfortunately, we do have times when the parts that were ordered are delivered to our customer's home damaged, incorrect or not handled properlyThis is usually not discovered until the technician returns to install the part(s)Regrettably, that is the case with this repairOn June 9, the technician ordered the compressor, and when he returned on June 19, to install it, he discovered that the compressor was upside downIf a compressor is turned upside down, then the oils inside move into the coilsThe compressor must be turned back to the upright position for 24-hours before it can be usedSince our technician was not able to install the compressor, he rescheduled the appointment for the first available dateAs previously mentioned, the repair was completed on July 3, We understand that this can be an inconvenience, but the fact remains that we were contracted by Warrentech to provide warranty service and any questions regarding her request for a refund or other reimbursements would have to be directed to Warrentech or to HH Greg where she purchased the refrigeratorSince we have no other responsibilities, other than to provide service and this has already been done, 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,
Matilda Seelig
Regulatory Claims Specialist
A&E Factory Services
XXX-XXX-XXXX

September 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear ***
*** We have completed the investigation of Mr*** complaint regarding the discrepancy in a page he was viewing for tool chests and then the price of the items once he added them to his cart As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedRegardless though, when there is an error whether it shows on the product page or in the cart for the wrong price, the price would not be honoredIf the order was actually placed for that amount it would have been canceled In Mr***’ case, from his narrative it sounds like the error had already been caught and he was dissatisfied that we would not reduce the price to the incorrect amount of $Per our terms and conditions, it sounds like we explained to him why we would not honor his requestIf Mr*** would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: http://www.sears.com/en_us/customer-service/policies/terms-of-use.htmlWe have also included below a small excerpt specifically regarding pricing errors: “Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” With that said, since our refusal to honor the incorrect price was just in accordance with the posted terms and conditions that govern our website, we remain unable to honor Mr***’ request to receive this priceAs this decision is commensurate to the circumstances, we have closed our file 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, *** *** Team Manager, Regulatory Complaints Direct *** *** *** Email: ***

December 4, 2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611Re: * *** * *** ***Dear *** ***We have completed
our investigation of *** *** complaint regarding service for
her
refrigeratorWe were able to complete
repairs on the refrigerator and *** *** mother, who is the owner of the
refrigerator confirmed it is in working order*** *** mother requested reimbursement
for food loss and reimbursement for a small refrigerator she purchased while
waiting the completion of the serviceAlthough this is not a benefit of their
coverage, due to the delay in service we offered a onetime only reimbursement of
$for food loss as well as the $paid for the small refrigerator
with a copy of the receipt*** *** mother provided a copy of the receipt
and we are processing both at this timeWith that being said, since our
agreement with the Revdex.com restricts the length of time a
complaint can remain open, we feel that keeping this case open during the
interim is unwarranted. If *** *** issue is not resolved to his satisfaction, he can reopen it
later even if the Revdex.com has closed it as resolved. We
respectfully ask that this matter remain closed at this time.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 SpecialistSears Holdings
Corporation*** ***