Sears Holdings Corporation

March 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding a recent store experience Assistant Manager *** *** provided the following response: I apologize that the status of the order was not able to be changedHowever, as I informed *** *** it does not really affect anythingThe important thing is that he received his replacement and furthermore one that was an upgraded model at no additional cost to himAs for the experience he had in the store, I personally discussed this with *** *** and I thought he matter had been resolvedShould *** *** wish to further I *** may be reached during nonral business hours at *** *** In light of the aforementioned information, we respectfully ask that this matter remain 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 Complaint Specialist Sears Holdings Corporation

Re: *** *** ***
sans-serif;"> Dear *** *** We have completed the investigation of *** *** complaint regarding a television ordered via *** Sears has replaced the damaged television that was shipped to *** *** homeAdditionally, *** *** was provided with a sales adjustment for the inconvenience she has encounteredWe feel is it important to note that *** *** has concerns with her Sears Credit Card accountThe Sears credit card is administered by ***, not SearsTherefore any concerns with *** *** Sears credit card will need to be addressed by ***, not Sears. *** *** has also filed a complaint with *** and has been assigned a case manager to assist in resolving her concernsAt this time, since we have replaced the television and *** *** was provided with a sales adjustment for the inconvenience she has encountered, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Complaint: ***
I am rejecting this response because:
I can buy things at sears setup a repair appointment they don't call or show up to do the repair and make up statements that are not true that's how they treat their customers not a very good way to run a businessThey should come and repair the door that never lined up with the other door witch I wish I would have seen it was defective on the day they delivered it I would not have never accepted the frigerator and we would have this problem now
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I spoke with the agent directly and they are not willing to budge
Sincerely,
Samuel ***

November 5, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** ***We have completed the investigation of *** *** rebuttal regarding the repair of her washer. We have received *** *** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund. It should be noted that *** *** washer was purchased on November 28, and is well outside the day return period. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In *** *** case we do apologize that we failed her expectations, but we feel that replacing the washer as well as giving her $laundry reimbursement is relative to the circumstances and our decision is final.We apologize to MsGourley and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** *** *** ***

June 16, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dishwasher First, we would like to apologize to Mr*** for any inconvenience and frustration he may have experienced with Sears Home Services. Although Mr*** dishwasher has not been deemed un-repairable, he has been authorized a replacement for customer satisfaction. After reviewing the features of Mr*** current dishwasher, it was determined that $would provide him with a comparable replacementOn June 16, 2016, *** *** with service unit 8181, spoke with Mr*** and provided him with the authorization amountMr*** is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, (*** ***, to verify the replacement authorization. The new dishwasher will be delivered at no charge and a basic installation provided; the old unit will be removed as well Furthermore, the Master Protection Agreement (MPA) he carries on his current dishwasher will be transferred to the new unit after delivery With that said, since we are providing Mr*** with the replacement he requested, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

January 5, Nita *** Revdex.com North Wabash Ave, Ste#
class="InsideAddress">Chicago, IL Re: - Vincent *** Dear Ms***: We have not fully completed our investigation of Mr***’s complaint regarding the service coverage We apologize for the delay in responding to this complaint. We forwarded this matter to Cross Country who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr*** allow us ten business days to complete our research. In the interim, should Mr*** have any questions, he may contact me directly at *** 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com

September 21,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
Re: *** * *** ** *** ***
Dear Ms***:
We have completed our investigation of Ms*** rebuttal to the response we provided
Ms*** is speculating as to how long it may or may not have taken to repair the water heater but the fact remains she never gave us the opportunity to do soThe tank was not cracked and it did not qualify for replacementShe chose to make a decision to replace the water heater so that she did not have to worry about a repair, and while that was certainly her prerogative it does not mean she is entitled to receive reimbursement for the new water heater she decided to buy instead of calling us for any repair that may or may not have been covered under warrantyWe understand her husband was in an accident but that does not change the terms of her warrantySince we still find that Ms*** was not entitled to a replacement water heater and as such, would not be entitled to receive reimbursement for the new water heater she decided to purchase, we have closed our file
Again, 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
Direct Line: ***
Email: ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her washerOn July 11, 2016, a Sears Home Services laundry technician installed a new lid switch in Ms*** washerOnce the lid switch was installed the washer was tested and was found to be operating as designedMoving forward, if Ms*** has any additional service related concerns; she can contact Heather *** ** *** ***At this time, since we have noted the completion of the repairs to Ms*** washer, 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 ***

Initial Business Response /* (1000, 5, 2015/07/16) */
Contact Name and Title:***
July 16,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed the
investigation of Ms*** complaint regarding her local Sears Auto Center
First, we would like to apologize to Ms*** for failing her expectations when she recently visited the Sears Auto Center in Dalton, GeorgiaUpon receiving Ms*** complaint, our office contacted District Service Manager*** for assistanceMr*** responded that the Auto Center Manager inspected Ms*** vehicle and found that the oil pan needed to be replacedHe further explained that while the auto center performed an oil change in January 2015, approximately miles ago, there was nothing to indicate that this work caused the damage to the oil panHowever, as a courtesy, the auto center manager agreed to cover the cost of a new pan and oil, if Ms*** would pay for laborMs*** initially agreed to the resolution and then changed her mindShe opted to have the work done elsewhereOn July 14, 2015, Ms*** picked up the oil pan and oil, which was provided to her at no costLastly, the District Manager has left two messages for Ms*** requesting a call back, but she has not returned his callsIf Ms*** has any remaining issues or concerns she is welcome to call Mr*** at the contact number he left on her voicemailIn the interim, since a fair resolution has been provided, 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, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received no such calls or messages from Mr.*** who I was informed was the DMAnd as I explained my oil light was continuously on after this oil change and j made numerous attempts to be at Sears however the hour wait isn't appropriate for working class peopleAnd I NEVER freezes to thisHowever, I had no other option since my car was not drivableI should be reimbursed for this labor
Final Business Response /* (4000, 9, 2015/07/20) */
Contact Name and Title:***
July 20,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms.***
We have completed the investigation of Ms.*** rebuttal to our previous response
Ms*** has been provided with a fair resolution and no further accommodations will be forthcomingAs stated previously, Ms*** agreed to the resolutionFurthermore, Sears Auto Center did not damage Ms.*** oil pan in the first place; the oil pan and oil they gave her was provided solely as a customer courtesyLastly, District Manager Lance *** would have no reason to state he called Ms*** when he had notIf Ms*** has any remaining concerns she can reach him at (XXX) XXX-XXXXIn the interim, since we find that Ms*** has not presented any new information to warrant a change in our original decision, we ask that this matter remain closed
Again, we appreciate the opportunity to address this matter
Sincerely,
***
Regulatory Complaints Specialist

January 26,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re: *** *** ***
Dear *** ***
We have completed the investigation of Ms*** complaint regarding the TV’s she purchased over a year and a half ago, and her request to receive a replacement for one of them since she alleges it had damage right out of the box
As clarification, while we understand why a consumer might by products sooner than needed, when it comes to something like electronics, we do not recommend doing soThis is because most only come with a one year warranty and that warranty will always date from the time of purchase regardless of when someone actually started using itAdditionally, for any purchase, it should be inspected right after purchase to ensure it is at least in good working order and that it has sustained no damage in shipmentThis is because manufacturer’s warranties do not cover accidental damage or damage that might happen in transit, and retailers generally have limits on how long any damage must be reported, the industry standard is usually hours after purchaseLastly, the purchase itself has limits on how long it can be refunded or exchanged; in this instance Ms*** only had days
With that said, when someone brings us a TV several months later, we can no longer establish when it became damaged and/or who was at faultWe can only refer to our policy that clearly lays out the requirements for all consumers nationwide and Ms*** did not meet thoseAs such, we are unable to honor her request to receive a refund or exchange and have closed our file
We apologize to Ms*** and we 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
*** *** ***
*** *** ***

Complaint: ***
I am rejecting this response because *** has been contacted twice since the previous message was posted and he never answered or responded to the voicemails left for himThis is another instance where Sears doesn't care about their customersI spent time and money going from the Sears location I was told by Sears.com to return he treadmill to only to arrive there and be told they don't accept returns.
Sears customer service (phone) then said I needed to return it to a different store, which was miles awayI did this only to be told it had to go back to the store that told me they didn't accept returns! The people on the phone then said yes it needs to go back to the original storeSears clearly has no idea how to run a business, their staff is on completely different pages, and they make excuses at every turn.
Sears owes me money for sending me all over the countryside for a return that should have been straightforward.
Sincerely,
*** ***

August 31, MrEdward ***
Chairman and CEO
Sears Holdings Corporation
Beverly Road
Hoffman Estates, IL Dear Mr***:
Enclosed is a summary of the issues we faced when we purchased our new dryer from Sears on August 13, We have never gone through such corporate bureaucracy before, and at times wanted to cry after working through our anger There are many issues with this whole process, but the underlying issue is Sears communication; your systems do not communicate to each other and the persons at the call centers cannot find the correct information We have had to take time off of work, go to other stores to buy supplies, and pay to do our laundry three times at a laundry mat – which Sears will not pay for because our landlord purchased the dryer, not us…
When you read through this summary, I want to ask yourself a question; Would you let your Spouse, Mother, Father, any family member go through this Hell?
We may rent this house, but we own others on the East Coast, and we will never use Sears again We will use ***, *** ***, *** ***, *** etc., but never Sears You lost a lifetime long customerSummary –
o 8/13/Our landlord purchased a new dryer for our home When the dryer was installed (8/15/15), the install team, unknown to us, damaged the dryer vent, making it unsafe to useo 8/16/When we discovered the damage we called and requested a return to fix the problemo 8/18/When the service techarrived he immediately discovered the issue He told me the wrong kind of vent was used and it was destroyed during installation He went on to say that Sears does not sell the “flexible” kind of vent that I need and that I would have to purchase one myself, and then call back for another service appointmento I did research, found and purchased the recommended kind of vent and called back to schedule the return visit (8/21/15) I was hoping for and quite frankly surprised that I was able to get an appointment for that coming Sunday (8/23/15) I was told to expect a phone call on Saturday night with a window of opportunity for the appointmento No phone call came on Saturday (8/22/15)o 8/23/Sunday morning I called to investigate After about two hours on the phone with a variety of departments, agents and supervisors, I learned that yes, I had been given an appointment for Sunday (8/23/15) She went on to say that it was later discovered that the appointments were over booked for the day and I was removed from the schedule NOBODY bothered to call me Saturday to tell me this My only option at this point was to reschedule again this time on Tuesday (8/25/15) I made it clear that I would not be able to be at the house until after 5: The Supervisor said she could not make promisesI told her I had already missed too much time at work for this issue I added that based on the fact that the initial install was botched and the people that did that work did not admit to the damage, AND a scheduled appointment for Sunday (8/23/15) was cancelled without my knowledge, I needed to have some consideration given for an after 5:appointment She said she would make notes about it, but again made no promiseI couldn’t believe ito 8/25/Tuesday I never got a phone call to confirm the appointment window, but my landlord did She sent me a text to call the tech, Ivan, on his cell phone 619-572-ASAP I did, and got his voicemail I left a message that was never returnedo Later Tuesday frustration got the best of me and I put up a post on *** and *** expressing my frustration with Sears A friend recommended using *** as more companies monitor it for issues like thisSo I dido @SearsCares responded and what seemed to be a positive dialog began It all came to a halt when they discovered that I was only the tenant, not the owner of the appliance They asked me to have her reach out to them via *** or *** I told them I was sure she is not on social mediaThey said that they would not be able to do anything else for me (so much for @SearsCaring) They did give me the phone number for Sears Customer Solutions – 1-800-549- Later I asked @SearsCares if they couldn’t contact the landlord via phone I was told they only communicate via social media – highly frustratingo 8/26/I called Customer Solutions and spoke to Robin 8:A.M She was extremely patient and helpful, but was a hair away from giving up after working on my situation for almost an hour None of the phone numbers that were used to purchase the dryer (My landlords cell and my home) matched up in any way that allowed her to create a service order At one point she put me on hold When she came back she said, that as best as she could see the only option was to generate a service call, not based on the purchase of the dryer, and I would have to pay for parts and labor – NO! After taking a deep breath I said, let’s just forget what has been going on and start from scratch I asked, “Based on my landlord’s profile can you see that she purchased this dryer on 8/13/ She said yes So I said, “Can you create a service order for that dryer, but direct the service tech to come to my address, not the address where the landlord lives After some thought, she said she felt like she would be able do that I said, “Please do so.”
o I have a service order # at Renaissance Ave Apartment A San Diego CA on Saturday, August 29th between 8:– 12:00pm I must admit I will be amazed if the phone rings the night before to confirm the appointment I will be equally amazed if the tech shows up and if he/she can perform the work completely You should be AMAZED if you ever see me inside a Sears store ever againo 8/– 8/28/Two days of bliss as I was not in communication with Searso There was a phone message left at some point during the day from Sears that we should expect a service tech to arrive to do the work requested between 8:– 12:00pm on Saturday, August 29, o 11:35am 8/29/home phone ringsIt’s a Sears Service Tech named Mark He says he is calling in advance of arrival to confirm that we have a dryer that is not drying I explain the situation about the vent being crushed, and tell him that I have purchased three different flexible vents for him to choose from for when he arrives He then calls out the address to confirm the location and he gives me the Landlord’s address in Anaheim I explain to him that I had made this appointment and specifically told the agent to have the tech come to our location in San Diego, not the home of the landlord in Anaheim Mark confirms that earlier in the day there had been an appointment on his sheet for San Diego, but upon questioning it, dispatch had changed it for the address in Anaheim Mark promised me he would call his dispatcher and find out more information then call me back Still waiting for his call At noon, I will call Customer Solutions myselfo 12:00pm On the phone with Sears Explain my situation Yvette sees two appointments for me at our San Diego Address - one of them is for an annual service for our washer, which we only bought about a month ago I guess it’s possible we set up an appointment a year in advance for the old washer, but I seriously doubt it The washer and dryer appointments are with the same tech, but the window is from – We have Chargers tickets today For a game at 5: Yvette sent an email to the tech who has us on his schedule to please put us as early on his schedule as possible as we won’t be here in the afternoon I appreciate the effort, but I know this won’t help Appointments are obviously set up based on geography and land where we land I tell Yvette to include in the message that I will go to *** and pick up lunch for him and have it at the house for him if he will only get here as soon as he can She laughs but I am dead serious In an attempt to hedge my bets, I ask if I can go ahead and get an appointment for Sunday August She says she is unable to see tomorrow’s appointments I assume that is because they are all previously booked This means I am back in the same boat that I’ve been in all along I can risk not getting to go to the *** game so I can stay home and meet the service tech OR I have to make another appointment that will cause me to miss work or wait again until next weekend and cross my fingerso Dave from routing calls at 1: Says he has someone who can come at 3: I will believe it when I see ito The tech arrived at exactly 3:o I showed him the issue and he said he would be going to the van to get the needed vent I said that wasn’t necessary because I had already purchased three options for him to pick from He chose one and went to work It took about minutes and he called us in to check it outo I asked him how he came to have the flexible hose on his truck when I was told Sears didn’t offer them If the first repair crew had them, SO much of this trouble would not have happened He told us that Sears won’t sell them because of perceived risk, but in all his years of doing the job he knew they simply are required because of how houses are builto The dryer now works fine

Sears.com charged me almost $for a washer and dryer and then canceled my order without reasonThey still have not refunded my moneyI want to know how they get away with this

We purchased and had a heat pump/ac unit, and protection agreement, installed by Sears four years agoAfter a year of working, we have had many problems with the unitIn the last months, Sears technicians have been out to service the unit at least timesThe compressor has been replaced twice, the capicitator once, and we are now waiting from our call on May until June 10, for a third replacement compressor to be installedSears refuses to give us a new unit claiming we need to have four major parts go bad within twelve monthsAll these times we have had no air conditioning with the temperature rising in our home in the high 80s and in the winter dropping to the high 50s
My husband has lupus, interstial lung disease, and a prosthetic legHis health is being severely affected by this situationMany calls to Sears have done nothing to resolve the situation except for offering a $credit to buy a fan and authorization to find a local technician to access and fix the problem for up to $300, which will do no good since we do not have a working compressor which according to our "bills" costs $1513.19! Sears protection agreement is worthless in emergency situations
DO NOT USE SEARS!!!

I had a year old Kenmore washing machineIt didn't work one day and I called Sears to send a service technician out to tell me what is wrong with it and repair it if it is fixableHe came out and said it was a bad bearing that was causing my washer to not workHe said I had to buy a new inner tub and outer tub plus labor for two people would be $My washer cost $Why would I repair it for that priceI declined the serviceTook his advice of what was wrong with my washer (bearing) and ordered the parts to fix itThose parts cost $I called him back and asked why I needed new inner and outer tubs if my problem was the bearingsHe told me company policy$plus labor compared to $plus laborSounds like a rip off to meSo I ordered the parts, took apart he washer, replaced parts, put it back together, plugged it in and it was doing the same thingIt never fixed itI asked Sears to send out another tech and they said I needed to pay another fee for someone else to come outI was not going to do thatI was willing to pay for a repair that would've cost me $200, but when hey said $I laughed at themIf they refunded me my cost of the parts that didn't fix my problem, sent out a tech for no charge, and I would pay for the repair that would've fixed my washer (reasonable price, not an outrageous price like $720) I might think about using Sears againThey could have easily fixed my problem, but I guess they just want my service fee and other customers knowing they can't fix washer issues

Sears is a bunch of lies,wrapped in *** customer serviceThey issued a refund then took it back because I called them out for lying to me hold yourselves accountable for your mistakes

I called your sears store #*** in houston tx for over hrs and not once did anyone answer the phoneI spent $on my wedding ring that I sent to be sized and it has been weeks and I was trying to call and get a status updateI am disgusted that I spent so much money on an item and can't even get someone to help tell me where it is at

February 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent service Upon review of the matter at hand, we discovered that Ms*** was due a refund of the $she was chargedSalt tank replacement is covered on her model for years from the date of purchaseWe want to assure Ms*** that warranty coverage for this type of item has been reviewed with the technician who charged her in errorThat said, a credit for the $in question has been issued to her account and it should reflect within 5-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation *** *** ***

Initial Business Response /* (1000, 5, 2015/07/06) */
July 6,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mrs*** complaint regarding
her dissatisfaction with our customer service and the troubleshooting assistance offered by our associate
It is unfortunate that we failed Mrs*** expectations when she recently requested a repair for her dryerWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs clarification, troubleshooting by telephone is one of the benefits offered by Mrs*** Sears Protection AgreementThis feature can help our customers avoid the time it may take to wait for a service visit and/or allow them to use their appliance while they wait for a repairIt may also be important to note that Sears does not at any time ask our customers to perform any troubleshooting task that could put them in dangerIn Mrs*** case, resetting her breaker would have returned the flow of electricity to her dryerSince the switch had tripped and was preventing power from being supplied to the outlet, simply removing the plug and reinserting it would not have made any change to the performance of the dryerOur records indicate that our associate attempted to explain this to Mrs*** so that she could continue to use her dryer while waiting for the arrival of the part needed to repair itRegardless, we have provided Mrs*** comments to our associate's manager so that additional training can be provided if neededWith that having been said, our technician completed a repair on July 3, 2015, and confirmed that Mrs*** dryer was operating to the manufacturer's specifications afterwardAdditionally, we have revealed that Sears provided Mrs*** with a 6-month extension of her Protection Agreement at no charge as an apology for this issueAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Mrs*** will allow us an opportunity to provide her with a more satisfying example of the type of customer service we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Mrs*** comments and the requested services have been completed
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
***