Sears Holdings Corporation

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** A*** # *** Dear Ms***: We have completed the investigation of Mr***’ complaint regarding Sears Home Services and repairs to his home air conditioning systemAfter reviewing Mr*** complaint regarding his HVAC system, Sears took the requested action and we have added a year to Mr*** protection agreementThat said the agreement is now in force until June 20, Donlynn *** is our contact at the service unit in Grand Rapids, her number is ***-***-***Since we have noted our action taken to resolve Mr*** complaint, providing him with his requested one year extension to his protection agreement, we ask that this complaint be 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

Initial Business Response /* (1000, 5, 2015/07/03) */
July 3,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - Brenda ***
Dear Ms***,
We have completed the investigation of Ms***'s complaint
regarding her customer experience upon delivery of her appliances
We value Ms***'s patronage and understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms*** that her concerns have been forwarded to management for review so future problems of this nature can be averted
After reviewing Ms***'s complaint and our records, we contacted our credit department and were informed that a credit in the amount $was issued back to the original form of payment on June We hope that Ms*** will allow up another opportunity in the future to provide her with the type of customer service Sears has built their reputation on but understand if this is not possibleSince we were able to confirm that Ms*** has been full credited, we have closed our files
We apologize to Ms*** for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation
***
***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only reason there is a credit to my account is because I disputed the charge with my credit card companyI will NEVER buy anything from Sears or KMart again and I will advise anyone else I know not to as well
A simple phone call that day from a Sears manager would have went miles, since I did call and ask to speak to one and was put off and told an email would be sent and I would get a phone call backThat phone call was NEVER received
I see why Sears is having financial problemsGood luck with your company

Initial Business Response /* (1000, 5, 2015/07/28) */
We have been trying to work with the memberThe parts that are needed for the repair of their grill are covered under the MFG warranty but the labor is notEach time a tech is routed they call the member and advise them of the labor
charges and the member refuses to pay the labor and the call was reschThe last time a tech had attempt to service the member again and the member had refused to pay for the non covered MFG serviceThe service has been canceled due to the member refruses to pay
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not want them to come out and repair it I just want the parts sent Had spoken with gabi in kitchen and laundry repair and she had stated that they would cover the cost of labor for them to come outWhich I did not ask forWhen I call back to speak and try to find Gabby they cannot find anyone there by that nameNo one has contacted me and I have different customer service reps along with their numbersWhen I call one day they said Gabby will not be in till after two the next day they do not even know of the person that I am speaking aboutGabby stated that they were covering this because of me spending one hour and being transferred for different times on ThursdayThere was no call to let me know that the tech would not be out on Tuesday or Thursday I had to call and find out
Final Consumer Response /* (4200, 11, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is a Kenmore grill which is a Sears bran the manufacturer is themPer our conversation with Gabby they were coming out if not just send the parts to my house
Final Business Response /* (4000, 9, 2015/07/28) */
The member purchase the gril back in The MFG warranty will cover the parts, not labor as it states in the MFG warrantyThe tech manager had also called the member advised the member service can only honor the MFG warranty, and not charge for the parts,but needs to collect for trip & labor, per the MFG warranty.The Manager advised the member also the charges for trip & labor, the member refused to payThe member will need to work with the MFG
Thank you

Complaint* ***
I am rejecting this response because:
They can come out every month and repair their washer and it will not qualify for the LEMON clause
because they repaired and not replaced a part. This is a scam and I want other customers to realize
what they do. I wished I knew about this scam before I bought their warranty
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The dete4rgent was not listed as not compatible anywhere in the manual or anywhere elseThe manual states "HE" detergentHow would I have know the Kirkland "HE" brand detergent is incompatible with a Kenmore?LG washer? Further more I have cleaned the washer times as suggested by the Technician and have started using the Tide HE detergent and I am still having the same problemTherefore the problem is not the detergentPlease advise
Sincerely,
Andrene ***

My wife and I just built a new homeLike most people we THOUGHT we could trust Sears for their appliances / and servicesWRONGMy family has always purchased Kenmore Products from SearsNot anymoreThey have jerked us around on repairing the new refrigerator we purchased from themIt, from day one frost up on the freezer door and ice falls on the new hardwood when you open the freezer doorThe have been out more than five times for the same problemThe service tech has stated that it is a defected productLast time the Protection Agreement person said they would send a Senior Tech and verify the problem still exist and would replace unit if soHe came, problem the same and wanted to put silicon on it and I refuse to let themI ask why should I let them do that? Did it come from the factory with silicon on itThey are pitifulWhat happen to Sears? When I told them that I was going to report them to Revdex.com they laugh and said they would still not replace itI would get a lawyer again they said good luckWhat good does it pay to get the warrantyDoes anyone know what we can do now? I will never buy from sears again unless they help us with thisWe just want it repaired (without silicon) or just replace it

Initial Business Response /* (1000, 5, 2015/09/16) */
September 16,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***:
We have completed the investigation of
Ms.*** complaint regarding some fraudulent charges made on her account
While we can understand that Ms*** found the purchases concerning, the proper way to dispute charges of this nature is to file a dispute with his credit card companyThey in turn would give him any direction on whether a police report needed to be filedThis is not advice that our stores can give and we are unable to assist when someone randomly calls about a chargeWe do have video of two individuals making gift card purchases with Ms***' cardThe card was swiped on this transaction; the account number was not keyed in, which means the card was usedThis video can only be released to law enforcement officialsWhen the investigation goes through the proper channels we are able to work with the card provider and sometimes law enforcement to help them identify the perpetratorSo if Ms*** has not yet done so, we recommend he contact the card issuer or issuers for any cards that were compromised and then let those institutions investigate the claim
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
(XXX) XXX-XXXX
***@searshc.com

January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his weed trimmer We apologize for any misunderstanding and for the manner in which Mr*** says his concerns were addressedThat said, we want to note that the trimmer is now almost two years old and we have no way to conclusively determine what may or may not have been said at the time of sale since so much time has elapsedFurthermore, we feel that Mr*** should have bought the attachment he mentions while the trimmer was within the return policy period (days.) If the issue has been discovered then, we would have gladly accepted both items and provide him with either an exchange or a refundAt this time, we do not feel it is a reasonable request given the age of the trimmer and we are not obligated to honor his request due to the terms of our return policyAccording to our parts site, the edger attachment is not returnable, but the cost seems to be less than $As a courtesy, we are willing to discount the purchase of a new trimmer by 20% off a new one if bought at SearsThis would apply on top of regular sale prices, but not to clearance, closeout, floor model, previously used or outlet merchandiseIf that is not acceptable, we can send Mr*** a $gift card as an alternativeShould Mr*** wish to accept one of our offers, I may be reached during business hours at ***In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

December 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 and a charge for a water filter from Sears Parts Direct It is unfortunate that we failed Mr*** expectations when he recently requested assistance from Sears Parts DirectWe value his patronage and can understand his frustration with the events detailed in his letterAlthough our associates are not required to provide their full last name, Mr*** concerns about his customer service experience have been forwarded to management for review so that future problems of this nature can be averted. With that having been said, we were able to locate an order for Mr*** and *** ***, Senior Customer Support Manager, has attempted to contact Mr*** by telephone from December 27, 2016, through December 30th to verify the credit card to be refunded; however, she has been unable to reach Mr*** and he has not replied to her messages. If Mr*** still needs assistance, he may contact Ms*** at *** *** *** ***. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. Since we have noted Mr*** comments, we respectfully ask to have this matter closed pending his response 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 *** *** *** ***

December 17, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ** ***
*** *** ***We have completed the investigation of *** ***
complaint regarding the service
call he scheduled on his washer.After reviewing the service documents and alerts we have
for *** *** model washer, we have found that he was mistakenly led to
believe that a repair to the impeller would correct the bouncing and shaking of
his washerFurthermore, he was told the repair would be covered by the
manufacturer even though the full warranty on the washer had long since
expired, and the only exceptional parts warranties are on the basket and drum
In actuality, the repair referenced by the call taker was for models that were
manufactured later than *** *** and where the consumer was having issues
with the impeller bunching up clothes; it had nothing to do with bouncing and
shakingAdditionally, the repair was just a suggestion by the manufacturer and
was not something they were covering once the warranty had expiredOnce our
technician arrived, it sounds like he diagnosed that the issue was with the
suspension rods and the manufacturer recommends replacing all 4; none of which
are covered under any exceptional parts warrantyWith that said, since *** *** was given a different
expectation when he scheduled the call, our executive customer support team
authorized to have the billing stopped and his account zeroed outThis was
effective November 16, 2016, and if he receives any further correspondence
regarding this debt dated after that, then he is welcome to contact me via
email or phone so that I can provide further assistanceIn the interim, since
it was our understanding that this resolution met with *** *** approval,
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*** *** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a lawnmower purchased from Sears*** ***, manager of the Sears in Wayne will be assisting Ms*** in selecting a new lawnmowerAdditionally Sears will deliver the new mower to Ms*** home at no additional cost to herMs*** will be reaching to Ms*** to finalize the arrangements later today, December 14, We expect the new mower to be ordered and delivered to Ms*** in the next few daysWe 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 ***

I bought a blouse in February and returned it for a refund yesterday, Tuesday, April 26, There was no return policy printed on my receipt and the tags were still attached and I had my receipt How is a customer to know a return policy that isn't printed on the receipt? I am unable to use the blouse and want to know why a customer would be treated this way I will share this with my friends on Facebook and other social media The least that should have been done was to offer me a store credit They have loss me as a customer

April 15, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order experience and request for a refund We would first like to apologize for any inconvenience *** *** experienced with her orderWe can understand her frustration with the series of events detailed in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reaching out to the local store and Sears Online we found that the order was last left at the post officeTherefore, we have processed a full refund today April 15, 2016, of $back to her *** account ending in *** *** *** can expect to see the credit post to her account within to business daysAdditionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** ***’ 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

June 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** *** Dear Ms*** We have completed the investigation of Mr***
complaint regarding his dissatisfaction that his washer failed too soon and the problems he encountered when he attempted to schedule warranty service
Upon receipt of Mr*** compliant we investigated and discovered that the washer was purchased under *** *** which was listed under a different phone number and address; *** * *** *** *** *** When Mr*** *** scheduled service online he used his phone number and his address listed an older model washer that was not under warranty; *** *** *** and *** *** Therefore, when the technician arrived to service the washer his work order noted that any service would be considered a cash callWhen Mr*** explained that it was a new washer, the technician contacted his service unit and the order was cancelled since the work order was incorrect
We spoke to Mr*** and we updated the information on the account with the correct address and phone number in order to schedule a warranty service at his homeWe scheduled warranty service for June 20, Regrettably, the technician was unable to service the washer and service was rescheduled againDue to the inconveniences and for customer satisfaction, we contacted Mr*** again and offered him an exchange instead of the repairMr*** accepted the offer and delivery of the new washer is expected on June 29, In the interim, since it is our understanding in speaking with Mr*** that the exchange of the washer is a resolution that met with his approval, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***

Initial Business Response /* (1000, 5, 2015/06/19) */
June 19,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - *** K ***
Dear Ms***
We have completed the investigation of Ms***'s complaint
regarding her dissatisfaction with the performance of her dishwasher and her request for a replacement
We apologize that Ms***'s Samsung dishwasher failed to meet her expectations of performanceWe also understand how frustrating this can be to a consumer and that is why Sears offers a 30-day Satisfaction GuaranteeOur ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt Ms*** was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for detailsWith that being said, the Sears return policy for Major Home Appliances is 30-days (time period for returns of Major Home Appliances runs from date of receipt of merchandise rather than purchase date)Since Ms***'s dishwasher was delivered on July 21, 2014, it is clearly over the 30-day "hassle-free" return/exchange period
We reviewed the service history on the dishwasher, and according to our records, we have sent technicians to inspect and test the dishwasher on four separate occasions since February 17, On each visit, our technicians have run diagnostics and tested the dishwasher, but found the dishwasher is working normalOur technicians have also contacted STAC, our tech support line, to confirm their findings; and they are not able to verify Ms***'s complaint that it is not cleaning the dishesOn May 4, the technician did inform Ms*** the he found that the water temperature going into the dishwasher was below the required temperatureMs*** continued to call for service and was scheduled for service again on June 20, On June 17, *** *** Customer Advocate for *** *** contacted Ms*** to discuss her concernsMs*** requested a replacement dishwasher and Ms*** informed her that it does not qualify for a replacement since the technicians have found that it is working (operation)Ms*** requested to reschedule her service appointment to July, and it was rescheduled for July 15, Ms*** mentioned that she may not be available for that appointment eitherWith that being said, since we have addressed the concerns brought forth in Ms***'s complaint, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com

I purchased a mattress years ago, on 3/31/I went into the store, and told them it was sagging really badlyThey looked at me sales recite, and said; we have had multiple people return the exact mattress for the same issue, the lady said they received a bad shipment out of Wisconsin (If I recall correctly)I went through the steps of sending in photos to show the saggingI was deniedI didn't include a picture of the plywood the bed sat on atop of the frame, because the sales rep said to use that instead of a box spring, so it didn't sit so highThen they denied me for stainI feel they shouldn't have sold me a faulty mattress in the first place (as stated by their sales rep a week ago) the stain wouldn't be an issueBasically, they will sell you junk, and find a loop hole, not to cover their faulty products

October 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** - *** ***
Dear Ms***s:
We have completed the investigation of Mr***'s complaint regarding his
inability to purchase a water heater on our website due to unavailability for this product in his area
As clarification, our website sells items for all of our states and items might be shown on our website that are in stock in one state that are not in stock in another stateThis is because most large items that we sell ship out of regional warehousesOnce that region is out of stock on an item, it is not available in that areaWhile we sometimes do large-scale transfers between warehouses when needed, we are not able to transfer merchandise out to fulfill a sale on an individual basisAdditionally, our call agents do not have the capability to search via all existing zip codes to determine what areas might still have the item availableOnce all warehouses have depleted their stock then we do have a team behind the scenes that removes the item from our website
While we can understand Mr***'s frustration, at this time the reality remains that the items he was interested in were not available in his regional areaThese items were also on clearance, which means that they were being sold on a first come, first serve basis and it depended on the availability on his areaIn case Mr*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
""IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors."
Accordingly, we are not required to provide a substitution and the items themselves are not available in his areaWhile he may have seen an ad for the water heaters, availability would not be established until he entered his zip code and our website correctly notified him that the items in question were not available in his area once this was doneAs such, we respectfully ask that this matter be considered closed
In closure, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Direct Dial ***
***@searshc.com

I purchased a range at a Sears Outlet store on December 6, Problems started almost immediately when my delivery on December was cancelled and rescheduled at a time when I was unavailable I ended up hiring a service to deliver the range to my home The store manager indicated he would compensate me for this expenseThen on December 17, I found that the oven did not work in this unit Between December and the store manager said he would get a new unit delivered to me and that he would contact the service department He did neither As a result, I was left to cook Christmas dinner with the use of my upstairs neighbor's oven We have no elevator in our building and I have a flaof arthritis in my knee So this was not easyAt a service call on December 28th, the technician decided that the problem with the oven was a pinched gas line The fact that all the burners worked did not seem to matter I had to pay for the service because the problem was not with the new appliance After the gas line was fixed, the oven still did not work - Surprise, SurpriseOn December 31, I went to see the store manager and told him I did not want this stove, that I wanted to be compensated for the cost of delivering this unit that I paid out of my pocket and that I wanted to be compensated for not having a working over at Christmas He said that one the stove was returned, he would see that I "was taken care of." The stove was returned on January I have made several calls asking when I would be receiving compensation I get nothing but run-aroundIn my last conversation, the manager told me he "knew where I lived." I said I was a bit surprised by that since he has NEVER initiated a contact with meOn January 20, I found out that there had been no credit to my account for the stove that was returned on January I am tired of dealing with the store and getting no results I expect to be receive $for the delivery and inconvenience of having a non-functioning stove at Christmas

I waited hours for my appointment and the technician told his supervisors that he could not get inThey wasted my time, did not do the service and then lied about itIt is no wonder that Sears is failingThe customer service is terrible

October 23,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding
the discrepancy in a page he was viewing for *** Trimmers and then the price of the item once he added it to his cart
We would first like to note that the settings for a consumer's internet browser regulate how often it will check for updated pagesMany browsers are designed to retain previously accessed pages in the "cache" to make internet browsing fasterWhen shopping online and looking at a product page, if the page was accessed before it could mean then that the page is not refreshed to what it might currently be displaying if there were changes since the last time it was accessedHowever, any time a consumer adds that merchandise to the virtual cart, it then becomes a new page that has not previously been cached and so it will show the most up-to-date price and informationA consumer can check their options in the internet browser they are using, and check the appropriate boxes if they always want to see the most up-to-date version of any pageFor instance, in *** *** it presents the following options:
"*** *** stores copies of webpages, images, and media for faster viewing laterCheck for newer versions of stored pages: Every time I visit the webpage, Every time I start *** ***, Automatically, or Never."
Even when the settings are checked to automatically clear the cache, there is always the chance that we have just changed a priceWhen that happens, it can take a few minutes for the cart price to update on the description pageIn all instances though, we would go with whatever price is showing in the cart unless that prices was an error
In *** *** case, we are not completely certain which factor may have been involved; only that the cart price was different than what he saw and as we have explained, that price would be the price we would have chargedUnfortunately the link he sent is no longer active nor are the item numbersThe merchandise was offered through one of our third-party Marketplace vendors and it is possible that they might have recently updated the online price while *** *** was viewing the itemWe found some of the same trimmers currently online for just a few dollars more than the price *** *** mentions so it is possible he could always try to place an order againRegardless though, we would not be able to honor his request to receive the exact same price if that price is no longer validAgain, the price displaying in the cart is always the most accurate and the one we would chargeIf *** *** would like to view the most up-to-date version of our terms and conditions, he can access the page with this link: http://www.sears.com/en_us/customer-service/policies/terms-of-use.htmlIn the interim, since we have explained how cart pricing works, we have closed our file
We apologize to *** *** 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
*** *** *** ***
*** ***