Sears Holdings Corporation

November 12, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** *** *** *** ***We have been unable to complete the investigation of *** ***
her
request to receive an adjustment in relation to current pricing for an item
she put on layaway some time ago Our Price Protection Policy is posted online
and it clearly states that the request must be made within days from the date
of purchase*** *** started her contract on September 4, and this is considered
her purchase date, not he date she actually took possession of the itemHowever,
we appreciate *** *** patronage and as a cone-time courtesy, we have issued a
credit for the difference between $and $479.99, which equals $We
ask that *** *** allow 3-business days for this credit to reflect on her
accountIn light of the aforementioned information, we respectfully ask that
this matter remain closed We appreciate the opportunity to address this
matterPlease feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** ***
*** *** *** *** ***

I placed separate orders (mattress sets and a washer/dryer set) and was not notified until the day of delivery 3/7/that Sears needed to reschedule the delivery of the mattresses because they were not in stockVery frustrated because I just bought a new home and hadn't moved in yet so I made a min drive to the house to wait for the deliveryI got the automated call around 10:30a and the delivery was suppose to be made in between 1-3p Called to find out why I wasn't informed sooner and was told there wasn't anything that they could do because they have nothing to do with the warehouse or the delivery service She was very unbothered and didn't seem to care that I had been inconveniencedI rescheduledI called back to make sure that they mattresses were in stock and they would be delivered and got more negative customer service so I canceled both of the mattresses Got another automated call about the washer and dryer on 3/of course they need to reschedule the delivery from 3/15/to 3/25/because the items were not in stock I should know when I place an order that the item that I order is on backorder so that I have a choice to wait or to change my selectionIt takes 5-days to process a refund so I have thousands of dollar tied up in Sears and they can't deliver and the customer service reps are rude and really don't try to help resolve the issuesThe only reason I didn't cancel the washer and dryer order is because it was a house warming gift

January 23,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding
the problems she encountered with the delivery of her washer
It is unfortunate that we failed Ms*** expectations when she recently scheduled a washer deliveryWe value Ms*** patronage, but can understand her frustration due to the issue 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
According to our records, on December 30, Ms*** purchased the washer and the hoses for the washer; delivery was set for January 6, Our promotion offered free delivery and Ms*** did not purchase installation (on a pedestal) or haul away of the old washerOn January 4, Ms*** called and requested that the delivery connect the new washer to her pedestalShe was advised that it would be submitted as a request, but it was not guaranteed; Ms*** understoodWe apologize but for liability purposes, our delivery team will not install a new washer on a previously owned pedestalMs*** would have to pay for installation services to have this work completed
As for the removal of the washer, Ms*** had the option to purchase the haul away for the washer and removing the washer from her property is considered a haul awayHowever, we do apologize that our delivery team blocked her garage with the old washer and were unable to return within a reasonable time period to unblock itWe can assure Ms*** that any variance from our accepted business practices and policies will be addressedWith that being said, we respectfully request this case 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 Complaint Specialist
Sears Holdings Corporation
*** *** ***

I went to a Sears to make a purchase and the outcome was horribleAfter my purchase was made I went to pick up my item in the back to have it loaded in my car and the guy asked me for my receipt and told me I was taking to long to give it to him he then proceeded to tell me if I didn't hurry up that he would lose his jobAfter I gave him the receipt he scanned it and threw it back at meI went to find a manager to tell them what happened and they acted like I was the problemSomeone went and told him that I was complaining about him and that lead to a all out argument with the employee and managers and cashiers they were surrounding me and got in between the two of us as if he was going to fight meYou can most definitely say that he has been in this situation before and I feel like he needs to be firedIf this is how you treat your customers then you don't need my business or any businessI have never been so humiliated in my lifeIf I had known better or had the strength after I regained my composer I would have called the policeAll I could do was ask for my money back and put my head down and leaveThen the next day a manager had the nerve to call me and say he apologized to us and we took care of itI asked her what did he do to you that he needed to apologize to you?This only means to me that you didn't do anything to this employee and the next time cause it will be a next time I'm sure it will be worse for EVERYBODY involved!

Initial Business Response /* (1000, 8, 2015/09/30) */
September 30,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
We have completed the investigation of Mr*** complaint
regarding his request for a refund of his diagnostic/trip fee based on his allegation that the estimate we provided him for a repair on his dishwasher was incorrect
As clarification, we are unable to provide refunds just based on a consumer's word that our estimate was incorrectIf we allowed this, then we would open ourselves up to the potential for every customer that declined our estimates to call back and say it was incorrect to get a refund of the feeWhen our customer support group advised Mr.*** that he did not qualify for a refund, he told them he was going to file with the Revdex.com and that he has done it before to get back his fee
With that said, our records indicate that our technician was at Mr*** home for minutes, which seems to imply that he looked over the dishwasher pretty thoroughlyIf Mr.*** is confident that the dishwasher did not need a new motor, then we would be willing to send a technician out at no charge to provide a second opinionIf it is discovered that there is no issue with the motor now that Mr.*** has turned on the water, and that it does not appear the motor has recently been replaced by a do-it-yourself repair, then we would be more than willing to provide him with a full refund of our normally non-refundable minimum charge that covers the cost to provide an in-home estimateIf we discover though that there is still a problem with the motor, then while we would not charge Mr.*** a second trip fee for essentially what would be considered a fraudulent dispute, we would note his file so that we would not provide him with any "collect call" services in the futureIf he would like to make arrangements to schedule this visit, he is welcome to contact me at ***@searshc.com or call me at XXX-XXX-XXXXIn the meantime, since we have proposed an equitable resolution under 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
Initial Consumer Rebuttal /* (3000, 10, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the word used is "estimate" I comprehend that as regarding how much money it would cost had I decided to hire the technician to service the applianceMy issue was not about the estimateIt was also not about how much time the technician spent at my residenceJust as Sears is questioning my integrity, the integrity of the technician being questioned seems fairIn summary, my issue was about the misdiagnosis of the dishwasher-not the estimate or anything elseBefore we move on toward resolution that needs to be clear
I also understand that the technician probably made a mistake, as I did, about checking to make sure the water was onTo me, this may be similar to making sure a computer is plugged in before deciding whether it needs serviceI was satisfied with the technician, in generalPerhaps it was a procedural issue where checking the water is overlooked
As for the manipulation of my words regarding my success of using the Revdex.com in the past, I'm sure the Revdex.com will look at that case and consider these allegations from Sears to be erroneousAlthough I do understand their concern about fraud and people trying to take advantage of the Revdex.com to get a free diagnosis and then fixing the product themselvesI hadn't thought about that and I thank MsShoulders for helping me understand the other point of view hereBut my reference to my previous claim and this one are examples of me standing up for the people against big business and their taking advantage of common peopleI don't sense that is necessarily the nature of this case but it certainly was in the case against DirecTV
That said, I accept Sears' resolution offered that, as I understand it, I will schedule with Sears for a contractor to diagnose my dishwasher for no chargeIf the dishwasher motor is found to be functional, and found to be the same motor that was diagnosed by the technician before, I will receive a full refund
Thank You,
***
Final Business Response /* (4000, 12, 2015/10/05) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
October 5,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #***
Dear Ms***
We have completed the investigation of Mr*** rebuttal to the response we provided
We have been in correspondence with Mr.*** and we were able to secure the documentation we needed so that we could provide him with a refund of our normally non-refundable minimum trip/diagnostic feeSince the original payment was with a third-party *** we had to issue the refund via a mailed bank check to the address listed on this complaint; it should arrive in the next 1-weeksIn the interim, if Mr.*** needs further assistance, he is welcome to call or email me
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,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com

May 3,
size="3">
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding his recent visit to one of our auto centers
We have received *** *** complaint and apologize for any inconveniences he may have experienced. We reached out to the *** Auto Center Manager for unit# *** who states that the bellows boot was not installed correctly and over time led to rust on the Tie Rods we replaced*** *** was at the dealer getting a TPMS light reset and they pointed this out and he replaced both sidesOur auto center only did the left sideWe refunded what *** *** had paid with us due to the fact that the dealer had to replace what we didWe therefore refunded *** *** $plus $to cover rental fees. That being said, because we have provided *** *** with his requested resolution, 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
***
***

Initial Business Response /* (1000, 6, 2015/08/04) */
August 4,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms.***
We have completed our investigation of Ms.*** complaint
regarding her Kenmore Microwave
Upon receipt of Ms.*** complaint, we found that although per her Master Protection Agreement guidelines the microwave did not qualify for replacement the service unit management decided to replace her microwave for customer satisfactionIf Ms*** is in neeed of further assistance she can contact the Protection Agreement Benefits Association (PABA) at X-XXX-XXX-XXXXOur records show that the installation is scheduled for August 4, Since Ms.*** microwave has been replaced we have closed our case
We apologize to Ms*** on behalf of Sears Holdings Corporation and 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
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (3000, 8, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I do not accept their response because I had to pay an additional $to have the exhaust vent installation outside when I thought installation was included and free
Even on Friday, July 31st, there was confusionI received my 1st call from the installers on at am that they will be arriving at am on SaturdayWhen I got home in the evening, I received an automated call from Sears that delivery was from 3:to 5:How can installation happen before delivery? Then the phone calls beganAfter all of this, surely, I can be refunded my $
Final Business Response /* (4000, 10, 2015/08/13) */
August 13,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #***
Dear Ms.***
We have completed the investigation of Ms.*** rebuttal
We have reviewed both our response and Ms.*** rebuttal, and we do not find that she has brought any new information to her complaintWe understand that she was dissatisfied with having to pay for the extra work needed by the installer that was beyond the basic installation covered under her MPAMs*** is correct that under the MPA installation is covered for a similar itemMs*** selected a micro hood that needed to be ducted the original micro hood was not ducted therefore the work needed to duct her new micro hood is not covered under the MPAIt is also important to note that Ms*** did not qualify for a replacement and the replacement under her MPA was offered by the service unit as a customer satisfaction offer onlySince we have explained why we will not be reimbursing the additional installation charges Ms*** incurred we have closed our case
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
XXX-XXX-XXXX direct
***@searshc.com

Had Sears service department out for the third time yesterday because the problem with our stove was misdiagnosed the first few timesOnly one burner was not working when the third technician arrivedWhile he was here he made a comment saying “that’s why I hate fixing other peoples’ stuff” which was out of line, to say the leastHe left us with no burners working, leaving the stove in worse condition than he found it, and leaving us no way to cook for ten daysI called customer service to complain and they told me there was nothing they could do to expedite the processI am very disappointed with the service received, a serious understatementI will never use Sears service nor will I ever buy anything from them again, period! It’s no wonder Sears is struggling to hold onto their customer baseWe’ll see if they fix the problem on the fourth attempt!

October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** *** ***
*** *** ***
We have completed our investigation of *** *** *** complaint regarding the
service on his mower
After discussing the issue with our service department and *** *** *** we have authorized a replacement of the mowerAlthough we have no records of this mower having any manufacture defects it is apparent that with his particular mower there may have been an issue with the engine wall to have it fail so quickly after purchaseWith that being said we have moved forward with a replacement of the mower*** *** *** was contacted and informed of this decision and the processIf he is still in need of assistance he can contact me directly at *** Since we are replacing the mower and it is our understanding that this resolution was acceptable to *** *** *** we have closed our case
We apologize to *** *** *** on behalf of Sears Holdings Corporation and 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
*** ***
***

On May 27th was the worst customer service experience that I have experienced in my lifeSomething that I will never forgetI was almost arrested thanks to negligence, and severely unprofessional behavior towards me by your employeesThis took place at your automotive department at your Sears *** *** NY Store on *** Street
May 26th around noon, I discovered that I had a flat tireI called a tow truck, had him put the donut spare on, and drove directly to your Sear Automotive Dept in *** ***I wish I never did, and should have drove directly to *** TiresAt store your Employee Abraham assisted me with my tire purchaseHe had my sign the work authorization form, informing me my car should be ready by 4:pmI explained to him that due to my busy schedule, for him call me when ready, and I would pick it up between 6:30-6:pm that eveAt 6:I walked back to the automotive dept, and waited for Abraham, I asked him if my car was ready, he said yes, and handed me my key fobAt 7pm I was on a conference call with my boss which lasted a half hourI am a Vice President of a BankWhile I was on the conference call I noticed on my cell (I have full caller ID) that there was a cell call coming in from the location Yonkers NYThat phone number (*** *** ***) was not familiar to meAfter my conference call ended, which was about he same time I got home I answered that callThe person shouted, and threatened that I had to immediately come to the store, and pay for my tires otherwise a cop was going to be at my door soonI asked can I give you my credit card over the phone the person shouted no I was threatened again with “You need to get here otherwise a cop will be by my doorI returned to the auto department within minutes of receiving the call There waiting for me was a police officer, the sales clerk, the dept manager & security person demanding that I be arrestedI was interrogated by the police officer while the dept manager, or surly security person shouted at the cop, and insisted to the officer to have me arrested because it has been over three hours from the time the tires were installed on my car, which was the estimate on my bill when my car would be readyThe police officer asked me did I have the means to pay for the tires, I said yesI provided him the name of my employer, the officer asked if I had any ID or business cards indicating that I did work thereI explained that I left my briefcase at home, I asked him if he wanted to call my boss who can confirm my employmentHe said noThe officer asked me, why did I leave without paying, I replied it was an honest mistake, why did the clerk hand me my key, without taking payment from me?
Told the officer, I never stole anything in my life, I am an honest person, plus I am here now to pay, and make good on the clerks errorI returned to the store within ten minutes of receiving the call, does a dishonest person do that?
That day, I had an extremely busy day at work, plus having a flat tireI asked the officer, then why did Abraham not remember to process my transaction before he handed me my key? I wanted for him in order to get my keyWhen he realized, he didn’t charges me, why didn’t he catch up to me, I was still in the parking lot on a call? I would have gladly returned and paidThe most embarrassing part was having to provide the officer my name, address, and contact infoI told the officer, as soon as I got the call I immediately returned to the store to pay for my purchaseThe officer then went to the register, and had a minute discussion with the staff, all while I was standing in the parking area, while your employees were glaring, and laughing as if it was a big joke, all done to save face of that employee who forgot to charge meThe officer approached me, and asked me to pay for my tires, which I did all while the officer was standing close by the register, which had to be the most degrading experience I have ever had in a retail establishmentThe other clerk was processing my transaction, said to me, “you’re lucky I came back”I did not say a word I was furious, and wanted to get out of there asapAfter I paid for my purchase the officer explained to me, that due to the fact that the clerk handed me my key without processing my transaction, plus the fact that I immediately returned to the store to pay for the tires, as soon as I was notified, he didn’t want to jeopardize my employment by being charged with theft!
The real question for Sears is how does an employee willingly hand a customer the keys to a car before processing the transaction? I feel that the threats, glares, and bullying from your employees I received was just a cover up for the incompetence of the staff namely Abraham the clerkTo me it was an honest mistake, as I returned immediately upon being notifiedBy the way I received a $Sears Gift Card, which came with buying the tiresI threw that gift card in the trash, because I know that I, my family, and friends will no longer step foot into a Sears Store especially the *** *** StoreAt the minimum I should have received an apology by your staff for their errorI admit, I made an honest mistake
As I stated earlier, as a bank officer, if one of my employees handed a customer $dollars in error, their job would be in jeopardy, and most likely their employment be terminatedWe would never have a police officer waiting for the customer at the bank threatening possible arrest to the customer who returned the extra cash given to him by my tellerPerhaps Sears should follow the same guidelinesThis incident has affected meI’ve had sleepless nights, emotional stress, which has led me to seek professional care due to the emotional stress and possibility of being arrested, which surely would have damaged my banking careerAt this point, I am seeking an apology from the store manager, the head of security, the *** *** automotive dept manager, as well as compensation for what they put me through, and not in the form of a gift cardTwo weeks ago I was contacted by Sears customer careWhen I explained my situation to him, he passed me onto his supervisor, who offered me a $gift card, which I refusedI stated I wanted an apologyHe stated that his manager would get back to meNo one didPosting on *** was a waste, I was told to contact Sears automotiveI was never given a case#Hopefully posting this incident on Revdex.com will get Sear’s attention

November 5, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** ** ***
*** *** ***We have completed the investigation of *** ***
complaint
regarding the repair she had initially scheduled on her refrigerator
and her request for a refund since she ended up contracting another company to
get the services completed.Under circumstances if our customer cancels a service
call after we have ordered a part but before we have installed it, we have to
wait until the part is delivered and then we take steps to retrieve itIn some
instances this might be via a calltag, but in others, we have to dispatch a
team that is responsible for relocating partsOnce the parts are logged back
into our database, we would then issue a refund for any fees above our non-refundable
$trip/diagnostic minimum feeIn *** *** case though, there were
some extenuating circumstances involving a very long delay between the parts
being ordered and then the date we expected to return, so that we would be willing
to make an exception and issue her a refund in fullOur records indicate that
at the very least she should already have been refunded a partial difference of
$47.94, and yet it does not appear this has happenedIf *** *** can call or
email me with her full digit account number for the *** ending in
*** I can research to see what might have been refunded or not, and then
ensure she is refunded in full the entire $that she pre-paid when the
part was orderedShe can reach me via email at *** or via
phone at ***I do not need the expiration date or the security code
from her card as this is not needed to research or to process a refundIn the
interim, since we are willing to issue a refund upon the receipt of the card information,
we have for now closed our file.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,*** *** *** *** *** *** *** ***

January 20,
'serif'">
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her recent visit to one of our auto centers.
Upon receiving Ms*** complaint, we escalated her concerns to *** ***, Auto Center Manager of Unit# ***, who states the following:
Ms*** works here in our Full Line store. She brought her van over to us complaining of a weak brake pedal and little stopping abilityWe brought her van into the garage and did an evaluationWe found that she had a bad master cylinder so we put an estimate for repair together and she accepted the jobWe install the new MC and took her vehicle for a test driveThe vehicle stopped as it should with a firm pedalMs*** came and picked up her vehicleA couple of weeks later she came to me again and said she was experiencing a similar problem with the vanI sent over an associate to get her keys and bring her van to the garage to see what was going onThe technician came to me and said one of her rear wheel cylinders had blown and was leaking fluid, and it had contaminated the rear shoesI called Ms*** and explained what was going on, and that we couldn’t fix it that night as it was almost closing time. She told me she didn’t want to leave it here with me overnight for repair in the morningI did explain that it was unsafe to drive as it was leaking brake fluidShe told me she drove it here so she can drive it home so I had my associate bring her van back around and give her the keyThat was the last I heard from Ms*** with this issue until she sent me an email asking for her money backIn the same email she stated that she decided not to fix the vehicle and traded it in for a new oneHer service was done over months ago and we do not find that any refunds are due. That being said, because we have addressed Ms*** complaint, 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
***
***

RUN FROM THIS COMPANY! This is not the same company that it once was and this is how they treat their VIP's!
We purchased over $5,in merchandise from the Vero Beach FL store in February 2016, later that same month we upgraded that order by about an additional 2KFirst delivered partial order: *** Induction cooktop and *** single convection wall oven and a *** dishwasherAt the drivers request all boxes were opened for item inspectionThe dishwasher on the inside was dented and damaged, the product was returned without a problemNext delivery: *** dishwasher and $*** refrigerator which had severe warps in the stainless steel freezer front door, we returned it, a few weeks later second refrigerator arrived crushed and was promptly returnedThen the phone calls started, times an hour a few hours a day about additional deliveries containing everything that we received from the first orderI spoke with Michelle at the Vero store with no resolution to the calls and NO CLUE about the items that had been delivered or those that were going to be deliveredThis Assistant G.Mis so incompetent it is no wonder that Sears is failing so badlyNext I started calling what I was told was Sears CorpOffice in INDIA, no less than a dozen calls to finally get someone that realized they were calling me day & night for a delivery that we had already received! But now they could not find the *** Refrigerator! Solution was to call the store back and speak with Michelle, at this point I called to return everything, the entire orderShe stated that the order had already been canceled and I responded by saying then why do I have most of the appliances that I ordered in my garage? After almost an hour with Michelle she finally realized that she had been looking at the first order that we placed back in February and cancelled and NOT THE UPGRADED ORDER! Finally everyone is on the same page right? Wrong*** refrigerator arrived again with the sides dented and waves in the freezer doorMore phone calls, now I drive to the store where Michelle acts like this is no big deal, so I tell her to get the products out of my home tonightThere was a corporate marketing manager there and by the time I got home Michelle called to say that we could upgrade our refrigerator to another *** for the same price, we declinedInstead we chose the ***, OK finally all setWrong, visible dents on the side of the unit that will show in our kitchenIndia called and offered $if I keep the unitThinking ok I can purchase a refrigerator cabinet to hide the dentsThat evening I get a call from Sears delivery they want to speak to me about the dentsI woke the next day and noticed that not only did this refrigerator have small dents in the side it, but it has two large dents on both sidesSo I call delivery and speak with Pam (This person should be running Sears Vero) or be the corporate trainer for SearsProfessional, Courteous, Reasonable and astonished that with all the problems over the months that their was no resolutionShe offered additional cash savings which I declined, she offered a white glove service and a perfect unit that would delivered within days, I accepted, greatSaturday delivery NO SHOW, call to Pam and she finds out that the order that she put in was cancelled with no signatureYesterday morning I get a phone call from a sales person from Sears in Vero, she leaves a message that Michele is now offering a $1K Credit and new unitSo I call her back again they had no IDEA that I still had the damaged unit in my houseNo idea that Pam had set up another delivery for April 16th and the $1K credit was the promotional price that I previously paid for the last refrigeratorsI cannot believe that any competent Manager would allow a sales associate to get involved with a premium customer that has had these kinds of issues, it is just unacceptableFurther while speaking to the sales women I could hear Michelle yelling at her for making the offer that Michelle had requested because the sales person was taking $1k off the promotional price of $2300, not the original price of $3300, so really Michelle was not offering us any further discount on the price we paid on the previous refrigerators, in the end Michelle was offering us nothingThis company had no idea that they were going to send me a duplicate order twiceThere was no offer to discount products even after total returned damage items, not even an offer for an extended warranty for my troublesNo one at the store level will give you a District manager or Corporate numberThere is no communication between the departments and India has a strong communication problemNo contact with the General ManagerNo customer service

Initial Business Response /* (1000, 8, 2015/06/03) */
Contact Name and Title: *** ***
Contact Phone: XXX XXX XXXX XXXXX
June 3,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** ***
Dear Ms
***
We have completed the investigation of Mr***'s complaint regarding his online order that was delivered without the key
*** *** Store General Manager for Outlet *** *** provided the following response:
We would first like to apologize for any inconvenience Mr*** may have experienced with his orderPrior to receive this complaint, Mr*** had already returned the tractorWe can understand how the series of events detailed in Mr***'s complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe have spoken with our staff about the importance of following up with our members and taking care of their needs which is our number one priorityThe associate who provided service to Mr*** claims that he taped the key to the bottom of the hoodWe are investigating with the delivery service in order to address this matterAdditionally, 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 uponShould Mr*** have any questions or concerns, he may contact us directly at (XXX) XXX-XXXXIn the interim, we have noted Mr***'s 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,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation

June 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his tool chest We have arranged for one of the part Mr*** mentions (the kit containing the screws) to be sent to his home address free of chargeThis kit should arrive by June 29, We apologize for any inconvenience Mr*** may have experienced as a result of this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

April 6, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home ServicesFirst, we would like to apologize to *** *** for failing his expectations when he contacted Sears Home Services to repair his refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused *** ***Upon researching the terms of *** *** manufacturer’s warranty, we confirmed that for five years the defective sealed refrigerant system will be repaired at no cost and for ten years, the compressor will be replaced at no charge. Therefore, *** *** should not have been billed for the repair to his refrigeratorAccordingly, we contacted our Billing Department to request that the outstanding bill of $be cleared from our systemSenior Claims Recovery Clerk *** *** responded on April 6, 2016, that the invoice was removed from our billing system; *** *** should no longer receive any further bills dated after April 6th. Furthermore, we do not report these billing issues to the credit agencies, so *** *** rating would not be adversely affected by this oversight. With that said, since we have corrected this billing error and zeroed out *** *** invoice, we ask that this matter be closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist

The Sears store in Richmond Texas will lie to you to make the sell, don’t believe them! Here is my storyFor anyone thinking of buying a *** from Sears store in Richmond TexasDon't let them lied to you like they lied to meThey told me I if there was a problem with the mower to bring it back to them and they would fix it in about a weekWell in three weeks it didn't run anymore so I took it backAnd was told I cannot bring it there and they I cannot return it, I have to take it to an authorized service centerNot what they told me when I bought it, but it sounds ok, rightnopeBelow is a copy of the text on ***'s webpageWhy would a servicing dealer refuse to repair my equipment that I purchased elsewhere?
Each of our dealers is an independently owned business and we cannot control their business decisionsWe can only suggest that you call ahead, prior to bringing your unit in for repair, to make sure a dealer can and will assist youIf necessary, contact customer service for other authorized servicing dealer options in your areaSee for yourself, the address is http://husqvarna.custhelp.com/app/answers/detail/a_id/937/related/All the service centers in my area will not owner the warrantySo I have to pay to have my 3week old lawnmower repaired!
I will never ever buy another *** or buy anything from Sears!

Initial Business Response /* (1000, 8, 2015/10/05) */
October 3,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed investigation of Ms*** complaint regarding her
mattress
As clarification, Sears' return policy for mattresses when this purchase was made was 60-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
In Ms***'s case, although she was outside the return window, an exchange was processed for the requested item # XXXXXAs far as restock and delivery fees, as a onetime courtesy no additional charges were applied to her exchangeIn addition, we sent Ms*** an email with the exchange informationAt this time, 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

April 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** * *** *** *** *** *** We have completed the investigation of M** *** complaint regarding something he wants to have removed, we assume from his credit history As clarification, we sold our credit portfolio to *** in 2003/So while we can have accounts opened in our store for a Sears branded card administered by ***, we no longer have access to the account itself, including any credit history or adjustments to a consumer’s recordWhile M** *** complaint is brief, we believe he is indicating that he was unaware that he applied for a card and is upset because there is an inquiry on his credit reportGenerally, our *** *** *** ** *** is offered last when opening an account is not an optionSo it is possible that *** *** had an application submitted before he proceeded to submit an application for the *** *** *** ** ***The latter program is also not administered by SearsIf the inquiry on the report is a “hard” inquiry (the type that can affect the overall credit score to a certain degree) then we would recommend for *** *** to either contact *** if it references a Sears branded account or to contact *** *** *** *** if it involves a leasing contractIn the interim, since we do not have access to any credit reporting and/or history, we have closed our file 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, *** *** Team Manager, Regulatory Complaints *** *** *** *** ***

December 19,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com Case No: *** *** *** Via: Revdex.com website
Dear Ms***
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 concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate
Pursuant to Mr*** HVAC, refrigerator and boiler water lines concerns, we have completed the water line repairI have spoken with the customer and he is satisfied with the service in addition, provided a gift card for inconveniences and delays
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr*** as a customer and apologize for any frustrations or inconveniences he might have experiencedIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** ***
Enclosures (3)