Sears Holdings Corporation

Initial Business Response /* (1000, 6, 2015/08/26) */
Contact Name and Title: ***
August 26,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** - # XXXXXXXX
Dear Ms***
We have completed our
investigation Ms***'s complaint regarding her dissatisfaction with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigeratorAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms***'s concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms***'s complaint, so that future problems can be avertedOn August 24, 2015, the technician returned to Ms***'s home to install the parts that were previously ordered; completing the repairAgain, we sincerely regret any inconvenience Ms*** may have experienced due to the delay in repairing her refrigerator
Ms*** mentions that she incurred food lossA benefit of the Master Protection Agreement (MPA) that she carries on her refrigerator is food loss reimbursement; up to $every monthsMs*** can file a claim online at http://foodloss.searspabenefits.com/new_claim.aspx or by calling the Protection Agreement office at (XXX) XXX-XXXXOnce the claim is processed, a food loss check will be mailed to the address on file
Unfortunately, as Ms*** is aware, she is outside Sears' 30-day Return Policy timeframe, so a refund is no longer an optionWe understand that this experience has been frustrating for Ms***, but we have honored the terms of both her warranty and MPA by repairing her refrigeratorWith that said, 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

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * ***
class="InsideAddress"> Dear Ms*** We have completed our investigation of Ms*** request regarding food loss coverage from an issue with her refrigerator in It is important to take a moment to explain the Food Loss coverage as it is laid out in the terms and conditions of the Master Protection AgreementSection of the terms and conditions of the Sears protection agreements state: FOOD LOSS REIMBURSEMENT FOR REFRIGERATORS AND FREEZERSDuring the Term of this Agreement we will reimburse you for any food spoilage that is the result of a mechanical failure of the Covered ProductThe mechanical failure must be verified by usYou must file your claim within fourteen (14) days from the date the loss was verified Ms*** refrigerator was replaced in due to a structural defect; it was found that the refrigerator was lacking sufficient insulation on the left side of the cabinetThe tech notes state the temperature in the freezer to be degrees and degrees in the refrigerator indicating the refrigerator was not experiencing a mechanical failure meaning it was not able to keep food either frozen or refrigeratedAt no time did Ms*** refrigerator stop working causing her to lose food therefore she did not qualify for food loss in Since our records indicate at no time did Ms*** refrigerator suffer a mechanical defect and per the terms and conditions she did not qualify for food loss we have closed this case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *
** ***:
We have completed our investigation of *** *** complaint regarding the service on her
vacuum cleaner
It is unfortunate that we failed *** *** expectations with her recent repair experienceWe value *** *** patronage, but can 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 *** *** that her concerns have been forwarded to management for review so future problems of this nature can be avertedWe can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received regarding her repairs caused her any inconvenienceThat being said once we confirmed that the vacuum cleaner was sent in for service before her Master Protection Agreement was up our service unit moved forward with a replacement*** *** has been informed of the replacement processSince it is our understanding that the resolution provided 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
*** ***
***

Initial Business Response /* (1000, 6, 2015/09/24) */
September 24,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have not completed the investigation of Mr.***
complaint regarding the alleged damage that was done to his residence upon the delivery of his purchased appliance
After receiving Mr.*** complaint, we forwarded his complaint to the District Operations ManagerOur investigation continues in this matter and we are awaiting a response and kindly request an additional 7- days to finish the investigation and resolve this complaint
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/SHC
Direct -***
Initial Consumer Rebuttal /* (2000, 8, 2015/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have not been able to find someone who can match the tilesI do not know what else to do with the issue
Thank You
***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home ServicesWe have approved the replacement of Mr*** washer per the terms and conditions of the Master Protection Agreement (MPA) covering the washerAll Mr*** needs to do is go to his local Sears and tell his sales associate that his washer has been approved for replacement The sales associate will assist in selecting a replacement washer as well as processing the transactionSears will cover delivery, hook up and hook up of the old washerThe authorization is linked to the phone number ending in *** Since we have noted the actions taken 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 ***

April 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the pricing of our brake evaluation *** *** is correct; it seems there was an error made on our website and we want to thank him for taking the time to bring it to our attentionWe are taking steps to have this addressed right nowIn the meantime, there is a coupon (number *** for a free brake evaluation on the site that may be usedIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to *** *** and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

November 12, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding non-receipt
of a refund for a cancelled orderIt is unfortunate that we failed *** ***
expectations when she recently placed an order with SearsWe value her
patronage and can understand her frustration with the events detailed in her
letterHer concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Additionally, our records indicate that Sears issued a refund of $
for the third item via check on November 3, 2015. *** *** may expect her check to arrive
within fifteen business days from this date.
At this time, we can only reiterate that we truly regret any inconvenience
she may have experienced. We hope that
in the future she will allow us the opportunity to provide her with an example that
better represents the type of customer service that we have built our
reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter
closed since we have noted *** *** comments and the requested resolution
has been providedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** *** ***

On Wednesday, August 24th, I ordered a new washer and dryer from sears.comI also ordered a stacking kit for the new washer/dryer and paid expedited shipping so that I would receive it before my scheduled delivery date of 8/29/The stacking kit was supposed to arrive on Friday, August 26thIt did not, and I was told to go ahead with the delivery because they could go ahead and deliver the new units, haul off the old ones and finish the install at a later dateBy Wednesday, 8/31, the stacking kit had still not arrived so I tracked one down locally at Lowe's and called Sears back to arrange for them to complete the installation of my washer/dryer, which have been sitting in my living roomThey told me the soonest they could come back out was September 8thThat wasn't acceptable, considering I had the new washer and dryer sitting in my living room and the lost stacking kit was not my faultI was able to speak to a supervisor named Angel and she got me an appointment for Friday, 9/She said they would call me Thursday evening, 9/1, to confirm a timeframe for installation (as they had done before when the appliances were initially delivered)On 9/at 7:pm I had not received a call or text confirming the timeframeSo I called, and was assured that I was still on the schedule for 9/and that I would get a call or text once the timeframe was confirmedI never got that call or textI called again on Friday, 9/and was told that I did not have an appointment that day, and that they would be coming on MondayI told them that was not acceptable; Monday was Labor Day, for one, and I had travel plansAnd secondly, you can't break appointments like thatI was on hold for minutes and was told that a supervisor would have to call me back within an hourTwo hours later, still no callSo I called again and was told that yes, they could see that Angel had arranged for an appointment for that day and that a supervisor would call me back in minutesThat call never came and I'm finished dealing with SearsThis isn't brain surgery; I paid a neighbor a few bucks to help me move the washer and dryer and connect them today because I had been without a washer for over two weeks and I was tired of having appliances in my living roomThis is truly one of the most frustrating customer service experiences I have ever had! I regret ordering from Sears; it's no wonder their stores are closing and the company is becoming obsolete

March 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction
with the quality of the service he received at the auto center; as well as his allegation that we caused electrical damage to his dashboard lights when our technician connected test equipment to his battery Upon receipt of *** *** complaint we reached out to *** *** Auto Center Manager for Store ***, to assist with *** *** concerns*** *** stated that Sears Auto Center will perform a One Stop audit on all vehicles that come in for serviceThe process consists of connecting the battery tester on the vehicle’s battery which is hooked to the code scannerThe battery tester does not have any power at all, it just takes a readingAccordingly, Sears denies any wrong doing in regards to the dashboard lightsOn February 26, *** *** contacted *** *** to discuss his concerns regarding the dashboard lights and the alignment of his vehicle*** *** offered to redo the alignment; *** *** accepted the offer and agreed to bring in his vehicle for the realignment*** *** noted that *** *** was persistent that the auto center caused the damage to his dashboard lightsFor customer satisfaction, they came to an agreement that *** *** would take his vehicle to the dealer for the dashboard light issue and we would cover the expenseIn the interim, since we have addressed the issues brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

March 4, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled Sears layaway It is unfortunate that we failed *** *** expectations when he recently used Sears layawayWe value his patronage and can understand his frustration with the events detailed in his complaintWe 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 averted. As a result of this action, we revealed that *** *** was assisted by his local Sears Store and Customer Solutions, and a refund check in the amount of $1,was issued to him on February 25, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future *** *** will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted *** *** comments and the appropriate refund has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***

September 1,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * *** Dear Ms*** We have completed the investigation of Mr***
complaint regarding his dissatisfaction with the multiple repair attempts on his refrigerator
Firstly we would like to apologize for the inconvenience and disappointment that Mr*** may have experienced with the service on his refrigeratorWe would like to note that the manufacturer’s standard one-year warranty had expired; however, the recent repairs were covered under the manufacturer’s Seal System WarrantyThe warranty provides for the sealed system and/ or compressor to be repaired free of chargeWe reviewed the service orders and the notes related to the refrigeratorThe service orders indicate that the compressor had been replaced times; yet Mr*** continued to have cooling problems with the refrigerator
We can understand how frustrating Mr*** has found the situation and it is not our intention to alienate our customers when they have an atypical experienceDue to the multiple repair attempts, we deemed the unit non repairable and offered Mr*** a warranty exchange on the refrigeratorMr*** stated that he had already purchased a new refrigerator from another retailer and he no longer had the Sears refrigeratorWe apologized and explained that without the refrigerator we could no longer assist with an exchangeWith that being said, since we have addressed the issue brought forth in Mr*** complaint, 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
*** *** ***

November 11, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** *** ***We have completed the investigation of *** *** complaint
regarding the charge he
was billed to receive an in-home estimate for a repair
of his washer.We would first note that for all customers scheduling a
repair, they are advised in advance that we will give an estimate for the
service needed and if our estimate is accepted then no further monies would be
due and if it is declined, then a minimum fee of $would be due at the
time of serviceWe are actually not set up to bill customers as all charges
are due during our visitWith that said, in instances where a consumer
absolutely refuses to pay us, instead of contacting law enforcement and/or
filing charges for theft of services, we attempt to collect via the mailHowever,
we do not report our collection efforts to any credit reporting agency, so it would
have no impact on a person’s credit report.In *** *** case he agreed to these terms when he
scheduled the service call, and yet since the technician did not diagnose the
washer in a way that *** *** felt was accurate, even though he is not a
technician and could not diagnose the problem himself, he refused to pay for
the estimate providedThe truth is that our laundry technicians see hundreds
of broken washers a month and they do not always need a long time and/or to
take the washer apart to know what the problem isIn the case of the bearings
or tub going out, it requires the replacement of the inner shell, the outer shell,
the drum and shocks and the parts alone are generally more than the cost of the
washerWhen labor is figured in, it does not usually make fiscal sense to
pursue a repair, again depending upon the cost and age of the productTo help
ease the sting of buying a new appliance rather than a repair that might have
been considerably less, we do provide coupons towards a new purchase that can
mitigate the expense of the in-home visitThese are just offered as a
courtesy.With that said, while *** *** was responsible to
pay the minimum fee of $79.00, our customer support group agreed to waive the
fee entirelyThis was done as an accommodation because the washer itself was a
Kenmore brand and it was less than years oldThe billing was stopped on September
24, 2015, and the record was clearedIf *** *** receives any further
correspondence related to this debt that is dated after that day, then he is
welcome to contact me directly so that I can assist furtherIn the interim,
since we did agree to waive the fee for the estimate provided, we have closed
our file.We apologize to MrMullally and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** *** *** ***

Complaint: ***
I am rejecting this response because:
your manager is making statements and in fact did not follow through with his phone call back to meYou have not resolved the issue and therefore this matter should not be stated as suchAs I also mentioned in my initial complaint, I am given numbers to call and no one ever responds and or returns calls- as proven by my statementsYou are a horrible company with bad customer service and I will never shop with you again and will never recommend you to buyers!
Sincerely,
*** ***

October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding a coupon she wished
to use on a purchase she made recently
Assistant Manager *** ***r provided the following response:
As clarification, *** *** was trying to use a coupon she accessed through a third party site, *** ** *** and it did not have any of the exclusions listedWe showed *** *** our advertisement and signage that clearly noted that the bed she wanted would be excluded from such a promotion due to the already deeply discounted price, but she went ahead with her purchase even though we told her it did not applyNow she wants us to give her the discount anywayWhile we appreciate *** *** patronage, we do not feel her request is reasonable; especially since we notified her before she bought it that it was excludedFor this reason, we will be unable to grant her requestShould *** *** have any further questions or concerns, 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 *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
***

October 21,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com File No: ***
Via: Revdex.com Website
Dear Ms***,
This letter
serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with M/M *** We will be visiting the Customers' home on October 26th to inspect the customers' concerns with the carpetOnce we have done so we will create an action plan which will be communicated to Mr***
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** extension ***, or via email at ***.***@searshomepro.com
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: *** *** via 1st Class Postage

Sears optical says not sears but *** labSears store manager says optical
Not SearsWho is responsible? I have two pairs of glasses I paid $and can't wearI have been a customer of Sears for over twenty yearsI went to Sears optical because I trusted sears to take care of my eye care for yearsNow I find out they are not searsHad I not gone to another optical I would not of found out that the lenses were incorrect and that's why I could not wear them*** customers beware of Sears optical is not searsDon't buy your glasses or get eye exam because you might experience poor eye care and pay $for something you can't wearSeven attempts to resolve.....they don't careI would suggest some of their managers to go to charm school asap

Tell us why here...July 17,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: *** *** *** Via: *** Dear Ms
***
Thank you for contacting Sears Home Improvement Products (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 affiliatedOn July 15, 2016, during my conversation with Mrs***r, I confirmed that our local service technician serviced the HVAC unit, and it is operatingAdditionally, I confirmed with our Customer that she is satisfied with the HVAC repairI do apologize for the miscommunication with the local service technician, and for any inconveniences and frustrations this may have caused
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs***r as a customer and appreciate their patronageIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: Mrand Mrs***r

January 9, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding a recent service call for her washer It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her washerWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing the notes in Ms*** service order, my office authorized a replacement washer under her Master Protection Agreement (MPA). Ms*** was sent an email on January 6, 2017, and advised that she has $to use towards the purchase of a new washer from Sears. Our records show that she selected a new washer that same day and she is expecting delivery of the new unit on January 10, 2107. Upon delivery, we will ensure that the remaining MPA coverage transfers to the new washer to provide extended coverage until November 10, 2017; the manufacturer’s warranty will run a full year from the date of delivery. In the interim, since we are providing Ms*** with her requested resolution, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Jennifer *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her dishwasherBrenda Pearson, Sears Home Services, Customer Advocate provided the following response: It is unfortunate that we failed Ms*** expectations when she called Sears for service on her dishwasher We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on August 9, While at the home the technician installed a previously ordered control assembly and control boardThe unit was tested prior to the technician leaving the home and it was found to be operating as designedMs*** has my contact information and has agreed to contact me in the event she has any additional concernsThat said 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

November 3, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** * *** ***
*** *** ***We have completed the investigation of *** *** complaint
regarding her dissatisfaction with the problems she encountered with the repair of ice maker and water dispenser on her refrigerator.It is unfortunate that we failed *** *** expectations when she recently scheduled a refrigerator repairWe value *** *** patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Our records indicate that the refrigerator repair was completed on October 6, 2015. *** *** was contacted by *** ***, Corporate Recovery Specialist, on October 19, to discuss her complaint. *** *** confirmed that the refrigerator ice maker and water dispenser has been operational since the final repair. *** *** mentioned that she had to buy ice twice a week due to the ice maker not working. As a good-will gesture, *** *** offered her a $gift card for the inconvenience of having to buy ice. She accepted the offer and on October 21, *** confirmed that she received the gift card. With that being said, since we have addressed the issue brought forth in *** *** complaint, we have closed our file.Again, 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*** *** ***
*** ***