Sears Holdings Corporation

February 15, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order and request for a full refund We would first like to apologize for any inconvenience Ms*** may have experiencedAfter researching the notes in her order we forwarded this matter to (DCC) Sears *** *** ***DCC contacted *** *** and verified that the credit of $had been posted to Ms*** account on December 30, Should Ms*** have any question or would like to verify this, she may contact the number listed on the back of her credit cardIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

Complaint: ***
I am rejecting this response because: The fact still remains that when the repair person began the oil change that is when he broke the oil dipstick and Sears is still liable regardless of it is an older model car or a new car My car is in perfect condition and I still demand the fact that I be refunded my monies for the damages
Sincerely,
*** ***

Terrible serviceA recall was issued on an air compressor that could cause a fire hazardI spoke with the personnel as directed in the letter by phone, and they explicitly said on multiple instances that the repair was free of chargeI took the compressor to the repair center at which point they attempted to charge me for the repairI had the paperwork in hand indicating the recall and even went as far as again calling the number listedI finally walked out after the call center operator scheduled a service appointmentI will have to see if they attempt to charge me for a repair on an item under recall when the service technician arrives

On January 2, I contacted Sears Home Service Department Since it's an "800" telephone number, I don't know where it's located which is why I'm letting the corporate office know what's happening I have a Kenmore Washer and it was making a loud, unusual noise during the spin cycle The representative diagnosed the problem as a faulty bearing and said she would order the part and scheduled an appt for Jan Well, the part didn't come so called again and was told the part was not sent out and would send out the part and scheduled appt for Jan Part did not arrive, however, when the technician came and I explained he said he would check with his supervisor to see if it would be all right for him to pick up the part and have the repair done the next day He said he was off, but some other technician would come Well, no one came and the original technician did not answer he phone when I called I left a message explaining what happened, however, he never returned my call I have since had conversations with Sears's home service and parts departments on several occasions A parts department personnel said he would take care of ordering the part and scheduled an appt for Jan Well, the part did not comeand I had conversations of 1/31, 2/1, and 2/which resulted in a repair schedule for 2/ I called on Fri, 2/to let them know the part still hadn't arrived, again on Sun, 2/ This morning I called again and was told that the part hadn't been shipped so the representative said she would make sure the part was sent out within hours and rescheduled the appointment for 2/ Well, the part arrived this morning I called Sears again and they said they couldn't reschedule the appointment any earlier than the 15th I explained the situation and was told, they were booked solid and couldn't schedule me any earlier I went online to see if I could get help and was basically told, they couldn't do anything

I?ordered shoes Online from SearsThey were too smallSears Online said I?had to return the shoes to a Sears store, and use the Sears Returns KioskI received an Authorization Code from Sears Online$would be credited to my credit card, once the shoes were returnedI went to Sears Store #1114, December 26, 2016, at amOutside the store, I could not find the Returns KioskInside the store I asked a clerk where the Kiosk wasPointing into the store she said, “Over there.” I went “over there”; there was no KioskI asked the clerk againNo responseI asked another clerkHe said, “You have to go outside.”
Suddenly, the first clerk came to life“Come here”, she said, indicating her registerShe issued a return of $in Sears Points and $in credit to my card“Excuse me”, I said, “I’m supposed to receive $credit to my card, not Sears points.” I showed her my online AuthorizationThe clerk argued with meI requested a ManagerEventually the Manager showed up and said she would invalidate the clerk’s faulty returnThen the Manager told me to take my return to the Returns Kiosk (which I could not find and nobody would help me find)I had to yell out loud, “I cannot find the Returns Kiosk to make my return, can somebody please help me? Why is nobody helping me?!”
Finally, a man came and directed me outside to beaten up double-door which was missing one door handleThen the man leftI went in and found an unplugged machineI assumed the machine was the Returns KioskThere was no one aroundI called out; eventually a young man came and processed my returnHe used his hand held scanner, not the Returns KioskIs Sears deliberately trying to lose customers? If so, they are doing a great job

March 3, *** *** Revdex.com North Wabash Ave, Ste#
class="InsideAddress">Chicago, IL *** *** * *** * *** *** *** *** We have completed our investigation of *** *** complaint regarding his service experience for his new cooktop We apologize for the delay in responding to this complaintWe have determined that the cracked cook top is a thermal heat break and not an impact break which would not be covered under his warrantyWe have contacted *** *** and at his request set service for March 15, With 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 again 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 *** *** ***

Initial Business Response /* (1000, 10, 2015/09/09) */
Contact Name and Title:***
September 9,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms***
We have completed
our investigation Ms*** complaint regarding her lawn mower
First, we would like to apologize to Ms.*** for failing his expectations in regard to her lawn mowerUnfortunately, Husqvarna is no longer permitting Sears to repair their lawn care products, so we are unable to assist her with any needed repairsMs.*** needs to contact Husqvarna directly at (XXX) XXX-XXXX for any questions regarding her repair optionsAs to Mr*** request for a new lawn mower, we are unable to grant that requestMs.*** purchased her lawn mower on *** 20, 2014, and according to Sears' Return Policy, she had days to return the lawn mower for either a refund or an exchangeNow that over months have passed, neither is an optionWhile we empathize with Ms.***, her current situation is no fault of Sears; we are simply adhering to Husqvarna's repair programWith that said, since Husqvarna is the only party able to assist Ms.*** with the repair of her lawn mower, 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 Consumer Rebuttal /* (3000, 12, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just have a question, Why did I have to spend several days on the phone with multiple Sears to find out that Husqvarna was no longer working with Sears? I still feel like Sears is responsible for helping me since I purchased my mower thereI went to my hometown Sears because it was local and thought if I did have a problem with my mower they would be there to help
Final Business Response /* (4000, 14, 2015/09/15) */
Contact Name and Title:***
September 15,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms***
We have completed our investigation Ms*** rebuttal to our previous response
Sears does not hold the warranty for Ms*** lawn mower, Husqvarna doesYes, Sears sold Ms.*** her lawn mower, and within the first days of purchase, Ms.*** had the option to return the unit for either a refund or an exchangeNow that months have passed *** the purchase was made, the only option for Ms.*** is repair, which is now handled by HusqvarnaWhile we empathize with Ms.***, she will need to contact Husqvarna for assistance in repairing her lawn mowerAs this decision is final and commensurate to the terms of her manufacturer's warranty, we ask that this matter remain closed
Again, we appreciate the opportunity to address this matter
Sincerely,
***
Regulatory Complaints Specialist

November
24, 2015RevDex.com*** *** ***
North Wabash Ave., Ste 2006Chicago,
IL 60611*** *** *** ***Revdex.com
Case #: ***Via:
Revdex.com WebsiteDear
*** ***Thank
you for contacting Sears Home
Improvement Products, Inc(SHIP) regarding your
inquiry concerning the above-referenced fileWe appreciate the opportunity to
address the customer’s concernWe are always willing to go the extra mile in
order to provide our customers with satisfactionWe strive to respond
accordingly to all requests in a fair and reasonable mannerPursuant
to *** ***’s request we returned to his home on November 9th and
adjusted the seal kit in his showerDuring this visit we confirmed that due to
the natural shape of the window the kit will not be perfectly straight*** *** is aware of this and that it is related to the construction of the home
and not our installationWe understand that delays and missed appointments can
lead to dissatisfaction and aggravationAs a gesture of customer service we
have offered *** *** a Sears gift card, which he has acceptedAt
this time, we respectfully request that you close your fileOn behalf of SHIP
please know that we value *** *** as a customer and apologize for any frustrations
or inconveniences he may have experiencedIf you have any questions or
concerns, please contact me at *** * ***, or via email at *** *** *** *** ***
*** *** *** *** *** *** ***

Purchased an expensive gas grill just about years agoMultiple burners are rusted through and flames shoot up Warranty for grill states year full coverage for the burners (year for the grill)Sears online support, the store, and customer care states they need to send out a technician (for twice the cost of the part) to determine if it is bad (I sent them a video of the problem even) Effectively this eliminates their warranty coverage since no reasonable person would pay more than the part to see if they would even cover the part Will never be purchasing anything from Sears again

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *
*** * *** *** *** *** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer service, during the replacement process of his treadmill It is unfortunate that we failed Mr*** expectations with the recent replacement process for his parent’s treadmillWe value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for 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 the misinformation he received regarding the replacement caused him any inconvenienceWe respectfully ask that this matter be closed, since we have delivered and installed the treadmill and noted Mr*** candid feedback Again, we apologize to Mr*** for this issue 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 *** *** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
while my order was finally refunded, it took individual phone calls to accomplish this with each call being nearly a hour eachThe time I spent placing orders, having them replaced and then cancelled is entirely
outside the realm of normalcy

Initial Business Response /* (1000, 5, 2015/09/23) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re:***
Dear Ms.***
We have completed the investigation of Ms*** complaint regarding
repairs to her dishwasher
***, Sears Home Services, Customer Advocate provided the following response:
Sears Home Services records indicate that on September 22, 2015, a technician was dispatched to Ms*** home to diagnose her complaint that the dishwasher was not workingThe technician removed a part from the dishwasher rack and tested the unit which was found to be operating as expectedMoving forward, if Ms.*** has any additional concerns, she can reach our office at XXX-XXX-XXXXThat said, we ask 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

July 27, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms* *** complaint regarding the Master Protection Agreement (MPA) coverage she carries on her dishwasher First, we would like to apologize to Ms*** for failing her expectations in regard to the MPA coverage she purchased for her dishwasherWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon researching Ms* *** concerns, we found that the expiration date for the MPA coverage on the dishwasher was corrected on July 26, 2016. The MPA now expires on May 4, 2018, as does the MPA coverage she carries on her washer, dryer and water heater. See below- *** *** *** (*** *** * *** *** *** * *** ** *** *** Row Mdse Description Model Number Recvd Type Cvg Exp Date *** KEN DISH *** ** *** 06/23/ SITE MPA 05/04/*** DRYER, 1YR *** *** 01/15/ SITE MPA 05/04/*** TOP LOAD WASHER,*** *** 01/15/ SITE MPA 05/04/*** KENMORE 6,KM 50G NAT GAS *** 03/22/ SITE WMPA 05/04/ Additionally, our records show that Ms*** has been emailed a copy of the corrected certificate of coverageWith that said, since we have confirmed that the MPA on Ms* *** dishwasher reflects the correct expiration date, 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, 2015/10/07) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding
a freezer purchased from Sears
Sears has processed an exchange for the cubic foot freezer purchased by Mr*** and on October 13, 2015, he will be receiving an cubic foot chest freezerIf Mr*** has any additional concerns that need to be addressed, he has my email address and office numberSince it is my understanding that Mr*** was satisfied with the actions taken by Sears to resolve his concerns, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com

September 20,
Nita ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re: #*** - Kishan K***
Dear Ms***:
We are still in the process of investigating Mr***’s complaint regarding the order placed for furniture and his request to receive a replacement for a damaged item
We did finally have to reach out to our buyer for assistance with Mr***’s issueWhen our buyer contacted the vendor, they informed us that most of the interaction Mr*** had with them was through their after hours contact center and most of the information had not been passed on to the actual vendorThe buyer now has the vendor involved and they have indicated that they will be reaching out to Mr*** to help resolve his issueWe will provide an update once they have hopefully worked this out
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,
Tammie ***
Regulatory Complaints Specialist
Direct Line: ***-***-***
Email: Tammie.***@searshc.com

July 5, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with Sears Hometown Store customer service and non-receipt of a refund for a dishwasher order he cancelled It is unfortunate that we failed Mr*** expectations when he recently purchased appliances from Sears Hometown StoreWe value his patronage and can understand his frustration with the events detailed in his complaintWe regret that this incident occurred, and we can assure Mr*** 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, Mr*** concerns were addressed by Sears Hometown Store directly and a refund of $was issued to his *** account ending in *** on June 27, 2016. Mr*** may contact Sears Hometown Store directly if he has any further concerns about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Mr*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***

September 7,
'serif'">
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms* ***
We have completed the investigation of Mr*** complaint regarding his recent visit to one of our auto centers
Upon receiving Mr*** complaint, we escalated his concerns to *** *** Auto Center Manager of unit# *** who states the following:
Mr*** had an appointment, his car did take longer to inspect so I offered him a discount if he had the work doneHis repairs came in just under $and I got the price down to $and Mr* *** was happy when he was hereWe also told Mr*** that we diagnose parts and not noisesThat being said, because we have addressed Mr*** complaint, we respectfully request this complaint be closed
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 Complaints Specialist
***
***

April 6,
class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the repair of his mower
We have received *** *** complaint and apologize that he was rescheduled for repair of his mower. We escalated *** *** to *** *** Territory Member Advocate Supervisor, who called *** *** and discussed his concerns. *** *** advised *** *** that his parts will be delivered 4/06/and she would schedule his repair the following day, 4/07/to which he agreed. That being said, because we are in the process of repairing *** *** mower, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***

January 30, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer service in response to his request for haul away service to be added to the delivery of his sears.com order It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterAs clarification, there are times that our delivery agents may be able to add a service to an existing scheduled delivery order, but doing so typically means that the appointment will be rescheduled, since Sears uses carriers that at times may not have the capacity to immediately change or add a service. Regardless, Mr*** concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our Delivery Specialists have attempted to contact him by telephone and have left messages as recently as January 23, 2017, but Mr*** has not replied. Mr*** may speak with a Delivery Specialist directly by calling *** *** (option 1) if he has any further questions about this issue. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a refrigerator purchased from Sears*** ***, Manager of the Carolina Sears provided the following response: On Saturday, October 22, 2016, Sears processed and exchange for Ms***If I can be of any further assistance to Ms***, she can reach me at the store, my number is *** Since it is my understanding that Ms*** was satisfied with the actions taken to resolve her concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation