Sears Holdings Corporation

November 11, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** *** ***We have completed the investigation of *** *** complaint regarding her recent visit to
one of our auto centers.Upon receiving *** *** complaint, we escalated her concerns to *** ***, Auto Center Manager for Unit* *** who states the following:*** *** had her vehicle towed to our garage with an antifreeze leakShe informed us that a friend of hers had installed a thermostat in her Nissan Maxima, after which, her friend found that the water pump was leaking*** *** called and asked us to install a new waterpump, the part she provided, in her car for herWe told her we would do so, but that there was no guarantee that the engine didn’t have internal damage because the car had over heatedAfter further examination we found that not only did the waterpump have an external antifreeze leak, we also found that it had leaked antifreeze internally and that it had mixed with the engine oilI then called *** *** to let her know about the antifreeze mixing with the oil, I informed her that we needed to change the oil, which we did twice, after the new waterpump was installedAt that time I reiterated the fact that the engine may have sustained head gasket damage due to the over heat, and also let her know that other engine damage may have occurred because the antifreeze did not allow the oil to lubricate the inside of the engine properlyI also let *** *** know that we would not know the health of the engine until after the waterpump was replaced, she, knowing the fact that the engine may have been damaged, told us to install the waterpump anywayAfter the job was completed, I took the vehicle for an extended test drive and all appeared fine with the engine, no leaks, and running at operating temperature. Apparently, the next day, *** *** came in and the oil light was on (indicating low oil pressure). My technician checked the oil level and it was full and clean so he informed her that the vehicle may have a bad sensor, or it had lost oil pressure*** *** took the car, she called me the next day and told me about the oil light, then she told me the engine was making loud internal engine noises, I told her that it sounds like the oil pump most likely failed due to all the antifreeze that was in the oilIf this is the case, the problem had occurred well before the vehicle was towed to our shop and had nothing to do with the actual installation of her part. That being said, because we have addressed *** *** complaint, 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,*** *** *** ***

January 26, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr*** expectations when he recently placed an order onlineWe value Mr*** patronage and can understand how the series of events noted in his 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 avertedAfter reviewing the notes in the order, we found that Sears Online cancelled and voided the previous check that had been issued and reprocessed a new refundFor Mr*** records, the refund receipts are ** *** ** *** and ** ***The refund will arrive in the mail to the new address Mr*** providedAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him the type of customer service that we have built our reputation uponIn the interim, since a refund has been provided, we 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

I bought a washer and dryer from Sears in Novi, MI and it was installed on the 19th of December The installer did not speak nor understand a word of English so he could not tell me how to operate my new appliancesShortly after he left, there was water all over my mud room floorIt would not stopWe had to immediately shut the water off so no leaking would go to the basementCalled a plumber immediately who showed that the installer dented the water valveI filed a claim with Sears who sent me to their 3rd party delivery people *** *** *** They were completely unresponsive and did not want to return my callsNot until I found the district manager's email address and sent an irate email, did I get a response from *** This is after days since the deliverySears would not help as they said they weren't responsible although this is who they choose to employ*** contracts their installers who broke the valve *** *** *** I paid the plumber $and have been trying to get my money back only for them to tell me that they can only refund $and anything higher will have to be handled in courtI will NEVER do business with Sears nor anyone who does business with *** *** *** and *** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a *** dishwasher purchased from Sears ** *** *** General Manager of the Sears in Freehold, provided the following response: We would first like to apologize for the inconvenience *** *** has encounteredWe have processed a refund referenced back to Salescheck ***,a copy of which has been provided with this correspondenceIf I can be of any assistance to *** *** I invite her to contact me at ***That said 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 ***

9/25/15Patricia A ***Subject-Case 94568317(Ref# 36-5305-94568317-11-1100)To date no action/by Sears has been taken to repair the leaking roof problem other that phone calls from Liz ***, inquiring if any progress is been made.9/17/15- MrSteven *** arrived at Tampa Home inspected the roof and was shown pictures/video's of inside where leakingcame in roomMr*** stated he knew what the problem was and what needed to be doneAfter several calls from 9/22-9/23and messages left to Liz ***, no response, contacted Mr*** on 9/@ 9:30A.Mhe indicated he was going to try to contactroofer and would call me and let me know when work would be doneNever called back!!!!9/@ 10:00a.mI called Liz ***, left message, also called Steven *** left message to please call me, I was really upset.9/@ 10:a.mLiz *** called spoke to my husband John, stated that Sears decided to replace the roof again, this being the 3rd roof ,possibly next week and will call back with any new information when she canThis again sounded encouragingas in the past we will wait and see.Sears cooperation has been non-productive, pitiful and very stressing, just think we have fulfilled our part, have tried to workwith them for the last 3yrs.Really appreciate your helping me, never thought this would be such a bad experience.Regards,Patricia A***Marion Oaks GolfwayOcala, Fl

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Auto Center *** ***, Manager of the Overland Park Sears Auto Center provided the following response: After reviewing Ms***’s complaint, I spoke with her on February 7, During the conversation I informed Ms*** that Sears Auto Center would replace the tire pressure monitor sensor free of charge if she wants to come back to our Auto CenterAdditionally, if Ms*** chose to have the sensor repaired elsewhere, Sears would cover up to $for the repair. 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***.***@searshc.com

*** *** 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 refrigeratorOn June 24, 2016, a Sears Home Services refrigeration technician was dispatched to Ms*** homeDuring the service call the technician noted that he defrosted and adjusted the air damper After the unit was reassembled, it was tested and was found to be cooling as expectedSince we have noted the actions taken to address Ms*** concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Contact Name and Title: *** ***
October 13,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** ** *** * * ***
*** *** ***
We have completed our investigation ***
*** complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to *** *** for failing his expectations in regard to the repair of his refrigeratorA review of the notes within our service system shows that *** *** initially paid $on July 7, 2015, to replace the grille assembly in his refrigeratorHe had a follrepair on August 25, 2015; the technician installed a control assemblyThe last repair was completed on October 7, 2015, with the replacement of the drier assembly, compressor, and control assemblyWhile there have been several repairs*** *** has not been charged for these follrepairs
*** *** is requesting that Sears replace his refrigeratorUnfortunately, this is not an option as *** *** did not purchase his refrigerator from SearsSuch a request should be directed to the retailer that sold him the refrigerator or the manufacturer, *** who produced the unitAccording to the information in *** *** owner's manual* ** can be reached at (*** *** Although we are unable to replace *** *** refrigerator, we offered him a refund of the repair cost, $245.87, for customer satisfaction; however, he declined the offer*** *** was also offered further service, which he also declinedAt this point it appears that we have reached an impasse with *** ***, as none of the viable options we have presented are acceptable to himWith that said, since we have explained why we are unable to honor *** *** request for a replacement, we ask to have this matter closed
Again, we apologize to *** *** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
*** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding a purchase made on *** *** *** Operations Manager of the Sears in Bakersfield provided the following response: Since receiving Ms*** complaint on January 5, 2016, we have been unable to make contact with her using the phone number ending in *** That said, as a gesture of good customer service, we have processed a refund in the amount of $The aforementioned refund was processed back to Ms*** ***Since we have noted the actions taken to ensure Ms*** satisfaction, 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 ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a purchase made at Sears Outlet Stores*** ***, manager of the Richmond Sears Outlet provided the following response: After receiving and reviewing Ms*** complaint, I contacted her to discuss her concernsIn the end it was decided to refund for the refrigerator purchaseThat said we have refunded Ms*** for her purchase, this occurred on September 20, If I can be any other assistance to Ms*** she can reach me at *** That 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
class="InsideAddress">Re: *** * *** * *** Dear Ms*** We have not fully completed our investigation of Mr*** complaint regarding service on his tractor We apologize for the delay in responding to this complaintWe are currently waiting the service report for Ms*** tractorOnce we have received the service report we will provide a full report of Mr*** complaint and any offered concessions or resolutions if warranted We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

November 2, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding his
online order.After reviewing the complaint filed, we researched *** *** online order notes and forwarded this matter to Sears’ Detail
Control Center to research the refund furtherOn October 28, 2015, a refund of
$had been processed and a mail bank check was issued under receipt
number ***Additionally, a refund of $was processed the same
day and was credited back to *** *** *** account under receipt
number ***We can understand how the series of events detailed in his
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 avertedIt should be noted that credit may take to business days to
post to the account and the check will arrive in the mail within to
business daysIn the interim, since a full refund has been provided, we
respectfully ask to have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** ***

November 12, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** ***Dear *** ***We have completed the investigation of *** *** complaint regarding his recent visit to one
of our auto centers.Upon receiving *** *** complaint, we escalated his concerns to *** ***, Auto Center Manager for Unit# ***. *** *** contacted *** *** and discussed his complaint and it was agreed that as a customer courtesy, he would be refunded the cost of the alignment to which he accepted. 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,*** *** *** ***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Whitney *** #*** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding a refrigerator purchased from SearsSears will be processing an in warranty exchange of Ms*** refrigerator once she returns home from a long weekend I have spoken to Ms*** and she is aware of what information I need so that I can process the exchangeMs*** has my email address and office phone number and has agreed to contact me once she has selected a replacement refrigeratorAt this time, since we have noted our response to Ms*** concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

November 29,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
Re: *** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her order for patio furniture
We would first like to note that Ms*** purchased her items from one of our Marketplace vendors* *** ***As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up.
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders and the purchase is subject to the terms of each seller’s individual return policyAs a courtesy, we have contacted the seller and they assured us that they had sent replacement pieces to Ms***We hope that this brings some closure to Ms*** on this matterAs this decision is in accordance to our posted terms and conditions, we have closed our file
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,
Specialist, Regulatory Complaints
*** *** ***
Email: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint and the business is lying!
I have not revived any communication from any one from Sears nor any offer of refundIf they have contacted me they would know I am a man and they would stop calling me Ms ***If I don't get a refund check I will reopen this complaintThey really are bad business people that should stick with flipping burgers instead of dealing with the public
Sincerely,
*** ***

February 16,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re* *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her receipt of only part of her order and her inability to receive a refund for the portion that was not shipped
Our records indicate that on the same date Ms*** filed her Revdex.com complaint, January 7, 2016, we processed $of the amount owedAfter this on January 11, 2016, we processed two more refunds for $and $7.32, so the total refund issued was $We apologize for the delay though, and would like to reassure Ms*** that our system normally automatically issues refunds for any orders that do not shipIn her case, there was confusion over what did or did not ship and the orders were not updated promptly from the stores that were supposed to ship the merchandise outAgain, we apologize that the refund did not happen in a timely mannerWith that said, since it was processed some time ago and should have posted to Ms*** account by now, we have closed our file
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
*** *** ***
*** ***

I am writing to you about a recent debacle related to the purchase of a sofa and loveseat from a Sears store located in ***, MA The purchase was made on 10/23/and I was given a delivery date of 11/28/as first available The fact that the first available delivery date was over a month in the future should have given me an indication that there would be problemsI began to receive automated messages (both emails and a call) days before the 11/expected delivery date to notify me that my delivery “is close” and “how to get your home ready” Of course one of the things I did to get my home ready was have my old furniture removed on 11/ Imagine my dismay and anger when I received a telephone call on 11/in the evening from a person in the Delivery department notifying me that my delivery was going to be delayed I was told that they were “just notified” by the manufacturer (***) and they had no control over the automated messages Well - that business practice makes absolutely no sense I was given 12/as another delivery dateI decided to contact the *** store on 11/to find out why my delivery was going to take close to two months and to find out from someone whether it was a realistic expectation that I would receive my new furniture on 12/– hopefully just in time for entertaining on the holidays No one answers the telephone if you are directed to the furniture department by the automated telephone system – the telephone just rings and rings and rings I had to contact someone in the appliance department, explain my issue and hope I would get a call back from a Manager I never received a call back after this first attempt to get answersFast forward to more automated messages regarding my delivery on 12/ I received an automated message on the evening of 12/to confirm that my window for the delivery would be between 8am and 10amI took this as a good sign That was short-lived I received a call from the Delivery department in the MORNING of 12/to tell me once again a delay from the manufacturer Are you kidding me?
Again I contacted the *** store This time I did receive a call back, but the Operations Manager could not give me any information about what was going on and was not helpful AT ALL I was told by her that I would receive a call from Customer Experience I gave it a week The call never came So, I was left with no living room furniture for guests at Christmas and my decision to cancel the order was madeAgain I contacted the *** store to cancel the order because I figured that’s where this debacle all started I was told that I had to contact the Delivery department After being left on-hold for minutes by the Delivery department, the telephone system automatically transferred me to another department which happened to be Customer Experience I explained what had been going on and that I wanted to cancel the order This is priceless – I was told that they only handle issues related to large appliances and that I needed to speak with someone in the Delivery department to cancel the order Are you kidding me? When I FINALLY was able to speak with the Delivery department to cancel the order, they offered me 50,credits not to cancel This is the only time someone offered to provide some sort of off-set for the worst customer service experience I have ever had Why would I want to keep going through this charade? I don’t believe *** is ever going to deliver and the fact that Sears doesn’t have a clue as to what is going on is totally unacceptable The fact that the same sofa and loveseat was listed in the Sunday (December 25th) circular for purchase is an even bigger joke

Initial Business Response /* (1000, 5, 2015/09/03) */
Contact Name and Title: ***
September 3,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed
our investigation Mr***'s complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his washerAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe appreciate the opportunity to address the customer service (repair) issues outlined within Mr***'s complaint, so that future problems can be averted
After reviewing Mr***'s complaint, our office authorized a replacement under Mr***'s Master Protection Agreement (MPA)Mr*** subsequently selected a new washer on September 1, 2015, and is scheduled for delivery on September 4, Once the new washer is delivered, the remaining Master Protection Agreement (MPA) coverage will transfer to the new unitLastly, our office submitted a laundry reimbursement request for Mr*** on September 3, 2015, in the amount of $Mr*** can expect to receive the check within the next two weeksSince an equitable resolution has been provided for Mr***, 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
Initial Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You Revdex.com,
I am pleased with the final outcome and Sears Holdings efforts to resolve the issue
Once I contacted the Revdex.com, the replacement warranty portion of the Master Protection Agreement moved forward very quicklyI feel the Revdex.com was instrumental in achieving the terms I have accepted
We are back up and running and the new washer appears to function as it should

Initial Business Response /* (1000, 6, 2015/09/09) */
September 9,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed our investigation of Mr.*** complaint
regarding his refrigerator
We had a senior technician diagnosis his refrigerator, he did find that there were ice droplets forming in the freezer and a new drain kit was installedMr*** was asked to monitor and contact the service unit back if he still was having problemsAt this time since we have repaired the refrigerator and Mr*** has indicated no other issues we have closed our case
We apologize to Mr*** 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