Sears Holdings Corporation

September 8, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her refrigerator First, we would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After receiving Ms***’s complaint, we contacted the local service unit to see if her repair appointment could be moved up. Unfortunately, due to the high volume of repairs already scheduled, the appointment could not be changed. A Sears technician emergency ordered parts on August 31, 2016, and returned on September 6, 2016, to complete the repair. While we are unable to replace Ms***’s refrigerator at this time, we have purchased a one-year Master Protection Agreement (MPA) for the refrigerator. The coverage will begin upon the expiration of the one-year manufacturer’s warranty, January 8, 2017, and be in effect until January 8, 2018. The MPA will provide for certain benefits such as food loss, rental reimbursement and a replacement if the refrigerator meets certain criteria. If Ms*** has any further questions regarding the MPA coverage she is welcome to call our Protection Agreement department at (800) 827-6655. With that said, since we have completed the repair to Ms***’s complaint, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

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 to receive his refund in a different form of payment It is unfortunate if Mr*** feels we failed his expectations we he decided to return the product for a refundAfter reviewing the notes in the order, we found that Sears Online had already issued a refund of $back to the pin debit account ending in *** on January 19, For Mr* *** records the return receipt number is ***It should be noted that all refunds are issued in the same form as the original method of paymentIf Mr* *** bank is no longer in business or has closed then he will need to contact the bank regarding his refundIf Mr*** has a zero balance or is caught up on payments with the bank or financial institution he used then he can request that the bank issue him a check for the remaining balance he has left with that bankSince we have issued the refund to the debit card he used at the time of purchase, 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

September 28,
Nita ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: # - Kathleen A ***
Dear Ms***:
We have not fully completed our investigation of Ms***'s
complaint regarding her dissatisfaction with our appointment availability in her area for the repair of her tractor
We apologize for the delay in responding to this complaintWe forwarded this matter to the Service Unit Manager to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us ten business days to come to a decisionIn the interim, should Ms*** have any questions, she may contact me directly at ***
We apologize again and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Matilda.***@searshc.com

November 11, 2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL
*** * *** * *** ***Dear *** ***We have completed
our investigation of *** *** complaint regarding sooner service
for
her refrigerator.When we contacted
*** *** to set her next day service she informed the service unit that
she was cancelling the service due to the costSince *** *** has
decided not to pursue service with A&E we have closed our case.We apologize to *** *** 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,*** ** *** *** *** *** *** ***

Revdex.com:IN HER RESPONSE *** *** DENYS SEARS RESPONSIBILITY FOR THE PRODUCTSEARS ADVERTISED THE PRODUCT AND THE PAYMENT WENT TO SEARSTHE TERMS OF SERVICE SHE REFERS TO ARE SEARSMY TERMS OF SERVICE ARE SIMPLY"PERFORM AS PROMISED." FAILURE TO DO SO RESULTS IN Revdex.com ACTIONULTIMATELY, SEARS IS RESPONSIBLE IF FOR NO OTHER REASON THAN TAKING PAYMENT.
ALL ATTEMPTS TO CONTACT *** VIA PHONE AND EMAIL WERE IGNOREDATTEMPTS TO CONTACT SEARS WERE MET WITH THE USUAL "PUSH THIS BUTTON, NOW PUSH THAT BUTTON" THAT LARGE COMPANYS HIDE BEHIND
I DID GET THE ITEMS THAT WERE MISSING IN THE ORIGINAL PACKAGEI AM CLOSING THIS MATTER.
REGARDS,
***
***

June 28,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint
regarding his dissatisfaction with the fees charged for the return of the garbage disposal that he ordered online
As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace programThe 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 destinationWith that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersEach vendor has their own return policies as well
Our records indicate that Mr*** placed his online order for the garbage disposal with ***, a marketplace vendorThe vendor’s return policy for the garbage disposal was listed online for Mr*** review prior to his purchaseIt states “Hassle-free returns: days money back, buyer pay return shipping and 15% restocking feeOriginal shipping cost is not refundedReturns must be in the original manufacturer box, with all content, including all paperworkItems returned without "Return Merchandise Authorization" (RMA) will not be refunded
Mr*** received the garbage disposal on May 25, and discovered that it did not fit his kitchenOn June 16, Mr*** contacted us and requested to return the productHe was informed of the restocking fee and that he would be responsible for the return shipping costA request for an RMA was sent to the vendor for the returnUpon receipt of Mr*** complaint, we reached out to *** regarding the return*** replied that the return is considered a customer error, not theirs*** will accept the return and for customer satisfaction, they will provide a return shipping label at no cost to Mr***However, the 15% restocking fee will be appliedMr*** accepted the offer and a return shipping label was emailed on June 27, A refund, less the restocking fee, will be issued to Mr*** upon receipt of the garbage disposalIn the interim, 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
*** *** ***

October 26,
*** ***
*** *** ***
*** *** *** *** *** ***
*** ** ***
Re: #-Charles ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding the pricing of some merchandise
he wished to purchase
All of our marketing and advertising is done pursuant to local regulationThese regulations require sale prices to also state the price of the item with the discount included without it being necessary for the customer to perform additional computationsWe recommend that our customers speak to local store management if they have any questions or comments regarding their shopping experience
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,
Tammie ***
Regulatory Complaint Specialist
*** ***
***@searshc.com

Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Alison M ***
class="InsideAddress"> Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her dissatisfaction with her washer and her request for a replacement Ms*** has a Top Loading High Efficiency Low-water washer which requires regular monthly maintenanceThe exact monthly maintenance actions are detailed on pages and of the owner’s manualThat being said our research shows that we have sent service technicians to diagnose the washer and have found no mechanical issues at allOur service technicians have indicated that the washer is being over loaded and at the first service call we found over sudsing as well, meaning that the soap being used was not low sudsing HE soap which the owner’s manual states It is important to note that there are only two (2) mechanical issues failures that could be causing clothes to be damaged in this model, that being either the interior Basket or Wash plate if either of these items has a sharp piece or spar either issue could snag the clothing and cause minor damageBoth these items have been checked and found to be in good conditions without sharp edges or sparsThe other issues that could cause damage to clothing all fall under customer miss use, the most common one being that the washer is overloaded and the incorrect cycle being selectedWhen a washer is over or improperly loaded the clothes can get too high in the basket causing them to get caught along the top of the Basket where it meets the drumMs*** states that the washer is in her rental home and the issues are being reported by her tenantWe suggest she confirm her tenant has read the owner’s manual as it explains how to use this washerWhile we understand Ms***’s dissatisfaction with our continued refusal to exchange or return her washer, we have found no extenuating circumstances that would justify this exception to our stated policy and have closed our 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@searshc.com

April 14, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL *
*** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding her refrigerator repairFirst, we would like to apologize to *** *** for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused *** ***Upon researching *** *** concerns, we found that she contacted our escalated customer service group, Executive Member Services (EMS), for assistance prior to contacting your office. EMS subsequently approved *** *** for a new refrigerator under her Master Protection Agreement (MPA) on April 12, 2016. Our records show that a new refrigerator was selected that same day and is scheduled to be delivered on April 16, 2016. Since *** *** is being provided with her requested resolution, a replacement refrigerator, we ask that this matter be closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist

June 20, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled sears.com order It is unfortunate that we failed Mrs*** 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, we sent an email directly to Mrs*** to inform her that we issued separate refunds of $and $199.23, for a total refund of $449.23, to her *** account ending in *** on June 17, 2016. Mrs*** may reply to our email if she has any further questions about this issue or her refund. 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 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 Mrs*** comments and the requested resolution 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 *** *** *** ***

January 15, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding non-receipt of a refund for her kmart.com layaway order It is unfortunate that we failed Ms*** expectations when she recently placed an order with KmartWe 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 a refund of $was issued to Ms*** *** ending in *** on December 15, 2015, and refunds of $were issued to her *** account between December 14th and 15th. It may be important to mention that we did not find any indication that Ms*** layaway had been cancelled, and she was advised of this when she called our customer service office. It appears that she cancelled the order from her profile after completing payments, and after shipment of her item began, and this is the reason a layaway fee was deducted from her refund. At this time, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced. We hope that in the future she will allow us the opportunity to provide her 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 Ms*** comments and the appropriate refunds have 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 *** *** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a range purchased from Sears Sears has processed the in warranty exchange of Ms*** rangeThe old unit will be picked up and the new unit will be delivered as was the initial range as it will be left in the cartonMs*** has my email address and office phone number and has agreed to contact me if neededSince we have noted that we will be replacing Ms*** range, 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 ***

October 28,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
class="InsideAddress"> Re: *** ***
Dear Ms***
We have completed the investigation of M** *** complaint regarding her recent order
We have spoken with Ms* *** regarding this issueWhen we spoke, we offered to provide her with an exchange and since she chose a cheaper item, the difference will be refunded once the old merchandise is taken awayIn 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, 9, 2015/06/10) */
June 10,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - *** ***
Dear Ms***
This letter will acknowledge receipt of Mr***'s complaint, which
was referred to our office for response
This matter has been forwarded to Cross Country who is the administrator for the Sears Home Warranty contract for investigationMr*** will be contacted directly by Cross CountryAt this time we are waiting the response to their research and will reply once we have been provided with the research results and any resolution Cross Country may offer Mr***In the interim if Mr*** can contact them directly at XXX-XXX-XXXX
Please feel free to contact me if you have any further questions or concerns
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
*** L***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (3000, 11, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received a resolution, and as MsSteele indicated, Sears has not made a decision since they are waiting on a third partyMy contract was with Sears, not Cross Country (which is not a Revdex.com accredited company) and therefore I am still waiting for the party that I entered into a contract with to take responsibility
Final Business Response /* (4000, 15, 2015/07/06) */
June 30,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - *** ***
Dear Ms***
We have completed our investigation of Mr***'s complaint regarding the maintenance checkup coverage of his HVAC unit
We would first like to point out that Cross Country Home Services is the obligor of the Sears Home Services Home Warranty Program (SHS HW Program), as the obligor they would be the agency responsible for administering the contractual obligation of the SHS HW ProgramThis is clearly stated under the terms and conditions of Mr***'s contract
The obligor's research and investigation into Mr***'s allegations found that the preventive maintenance service call was performed on March 11, Part of this maintenance check requires the technician to run water through the system to determine any blockagesThe technician indicates that the water ran freely through the drain lines, which meant there was no blockage at that timeMr*** contacted the Home Warranty department on May 18, requesting service on his A/C system and was informed that he only had coverage for maintenance checksThe invoice Mr*** submitted is dated May 21, We'd like to point out that this is over two months after the maintenance check therefore the blockage happened within that time period which is not unheard ofWhen Cross Country contacted Mr*** and informed him of their findings he cancelled his warranty coverage
With that being said and although Cross Country has found no fault by the actions of the maintenance technician they have offered to refund all warranty premiums paid, which is $Mr*** did not accept the resolution at the time of the offer but stated he would think about itCross Country has emailed him the offer in writingIf Mr*** decides to accept this offer he need only contact Cross Country via email at ***@cchs.com or by phone at X-XXX-XXX-XXXX extXXXXX and they will be happy to complete the refundSince we have addressed Mr***'s complaint and he has been provided with the contact information of Cross Country 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,
*** L***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** ***
class="InsideAddress"> Dear Ms*** We have completed our investigation of Mr*** complaint regarding the service and replacement process of her Sears Appliance Warranty for his washing machine We would first like to point out that *** *** *** *** is the obligor of the Sears Home Services Home and Appliance Warranty Programs (*** ** & ** Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr*** contract Upon receipt of Mr*** complaint we reached out to *** *** who is the administrator of the Sears Home Warranty service plan*** *** was moving forward with a replacement for Mr*** washing machineMr*** confirmed the receipt of the replacement check of $Since we have completed the replacement process and it is our understanding that this resolution was acceptable to Mr*** we have closed our case We apologize to Mr*** 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 *** *** ***

We recently purchased a refrigirator from SearsThey sent us an email the day before the delivery date and called us at 7am on the delivery dayThat was all niceThe offered us 2-hour delivery window (4:45-6:pm), and said somebody would call us min before the deliveryMy husband took several hours off from work, and arrived home at 4:pmThey were gone already and left a note, indicating they tried at 4:50pmHow would that be possible? Also, they never called before or after this deliveryOK, we understand thisSometimes, the traffic can be tricky or somethingWe called right after this (~4:47pm), and they said they would contact the delivery teamThen the delivery team called us at 5:pm, and said they asked the truck to come back, and promised to deliver it on the same dayWe were OK with itWe waited at homeAt 7:pm, we called to ask that status of the deliveryThey said they were on the way to our houseWe waited againAt 8:pm, we called, and they said they were coming to our house around 8:50pmWe waited againAt 9:08pm, nobody called or showed upWe called again, they said they called us at 8:57pm, and nobody picked up the callThey knocked at our door, and nobody answeredWe were really pissed off by this storyWe have a phone record, and nobody really called usWe were waiting in the living room and it was 100% impossible if somebody knocked at the door and we would have not noticed
We understand that the delivery time can not be predictableIf you can not do it on that day, please just tell usNo need to fool usNo need to make up the story, saying you called or knocked at our door, which you actually did not at all

(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe there was miscommunication on my part as far as the installation goesI was told and billed $and then had to pay $I would like to think that Sears would stand behind their word, but I guess that is not the caseI will never purchase any thing more from Sears and will advise anyone else thinking of purchasing to do the same

Re: Sears Brand Central / From Road, Paramus Park, NJ vs
David *** ***@gmail.com
Loyal Customer for over years / Consumer complaintmonths ago, purchased complete set of kitchen appliances (Kenmore Pro-Series), on Sears Master-Card Shortly thereafter, complete purchase was paid in full Gas stove started giving us issues months later with ignition / gas valves in handles (would not shut off)Ignitors would not shut off, even when knobs were turned offCalled Sears retail store who directed me to call Sears Home Care to scheduled repair "team" being that it is under warranty for months Repair team came a week later to diagnose and attempt to repair, ordered a complete new wiring harness, returned a few weeks later, installed alleged defective parts...manufacturing defect was made even worse than prior to service callService Tech stated verbally and in his report, that the appliance was NOT repairable, and that it should be exchanged for a new stoveSince the "repair" knobs, are very difficult to turn, they grind, when they do turn and one main burner will not light at all Called numerous times to Sears Home Care, after 48hrwindow of tech report receipt,STAC (Sears-Tech-Assist-Center) blamed the tech for not following the proper procedure in report writing They said that there was nothing that could be done, until another tech was sent out to investigateWhen I questioned the "manager" at Sears Home Care, how this could be resolved quickly, since I've already dedicated days to get our stove in working order, (one for initial delivery, weeks waiting for new parts to arrive and 2-days for attemped repairs), he told me that they will not issue an exchange until at least Service Techs (within 1-year) were sent out to attempt a repairI contacted Sears Brand Central in Paramus Park, NJ (Assistant Store Manager [name withheld]) at least times, and returned to visit them in person once I was told by the Brand Central Assistant Manager, [name withheld] that the stove should be replaced/exchanged for a new one, numerous times, and that we should not worry....However he did not have the authority to authorize a Stove Exchange order His solution was to notify the Store Manager [name withheld], for the authorization on 5/13/in the morning, and then checked to confirm that there was a gas range, exact replacement in stock at their Maywood, NJ Warehouse facility, and could be delivered as early as 5/16/On Friday 5/13, no return calls were made to me, so I called the Paramus, NJ store again, Spoke to Assistant store manager, who now said that the matter can't be handled at the retail store level, it is now in "Corporate Hands" He also said that the Store Manager, would call me back to explain exact details Store manager never called back, so I called Sears back looking to speak to him, left two messages, and also spoke to Brand Central Associate in Sales [name withheld]", who told me that he would leave a message for the "manager" to call me back I was never called by anyone....UNTILI called Sears National Customer Relations Headquarters, spoke to a lovely woman [name withheld] who reviewed the or pages of computer reports, comments and "notes' on their system After being on hold for min., she returned to say that she has no understanding why the approval for a complete product exchange was not granted by the retail storeEspecially when it was documented by the Service Tech (remember him) that the stove was defective and not repairable She scheduled a replacement to be delivered Saturday (5/14/2016)Was called by a robot to confirm today's delivery of a new stove, and return of the defective stove We shall see what develops, if we ever get a new stove and satisfactionAnd so there you have it folks, THE #reason why, very shortly, there won't be any more brick & mortar retail stores in the USA Their store personnel (including managers) were never taught (like me), that the "customer is always right".......Especially in cases like this Also, they are not respectful of their customers, who are responsible for supplying the funds to pay them a salary, let alone LOYAL customers like me for over years, who kept the stores afloatIf Revdex.com or Sears would like to know the actual names of all the sales agents / service techs and "managers" who would not take responsibility for all of the above Just drop me a line or two at David***@gmail.com I will be happy to provide both the incompetents who work at that Sears store as well as the wonderful Customer Service person who eventually saw the situation as abusive, and remedied itSincerely,
David ***

(The consumer indicated he/she DID NOT accept the response from the business.)
Being that I am the customer that had all the issues, I don't feel like the amount was irrelevantIt may be irrelevant to you personally, as you didn't lose all the time from work and WASTE hours making calls and doing researchThat was a very unprofessional statementIt is very relevant, it further shows that your company doesn't have it together, which is the reason I had to go this routeBottom line....it was wrongAll of your companies inconsistencies have forced me to be detailedI am not confident that this will not come back up in the near futureYou can say it has been cleared in the system, but I don't have trust in thatIncorrect billing is another problem added to many that I placed in my complaintI just had someone call me named Mercedes last week asking if I still needed my washer repaired AFTER I spoke to Mrs*** and they work in the SAME office location in College Park, GA which is a very very small office and they basically sit next to each otherMrs*** told me that all fees should be waived, however why did Mercedes call me inquiring if I need service?? Also, I asked Mrs*** for the same thing I am asking you and she said it would not be a problem, she just had to wait for billing to clear everything out of the systemBecause of all this, I am requesting an offical letter to say that I do not owe anythingIf this comes up down the road, I will be back taking tons of time trying to find and research this all over again, NOT YOUWhat is the problem with my request? Why did Mrs*** say she could do that and you all can't?

August 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 9*** - Janet ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her allegation
that damage was caused to her residence upon the delivery and install of her purchased appliance
After reviewing Ms***'s complaint and our records, we were able to determine that she was assigned Damage Claim As clarification, once the claimant has been assigned a claim number through our third party vendor Xpo Last Mile, they provide an official response representing SearsXpo Last Mile has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Xpo Last Mile's actions; their decision on any claim is finalIf Ms*** has any questions or concerns regarding her Claim status, she may contact Carrier Manager Bob *** at *** or robert***@xpolastmile.com
We contacted Ms*** on August 12, We informed her that a Damage Claim was processed on her behave and we issued a $sales adjustment for any inconvenience this may have causedSince Ms***'s issue is being handled through a standardized claim process with XPO Last Mile and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the Carrier Manager, we have closed our file
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
REGULATORY SPECIALIST, regulatory complaints
sears holdings corporation
O: ***