Sears Holdings Corporation

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re:
"background- background-position: initial initial; background-repeat: initial initial;">[redacted] - Amy L Mc [redacted] Dear Ms[redacted]: We have not fully completed our investigation of MsMc [redacted]'s complaint regarding her refrigerator We apologize for the delay in responding to this complaintMsMc [redacted] confirmed that her refrigerator has not been serviced by a Sears authorized repair technicianWe are currently setting service for a Sears's service technician to run a full diagnostic on her refrigerator at no cost to MsMc[redacted] for customer satisfaction reasonsOnce we have received the service report we will then determine our next actionsMsMc [redacted] has my direct contact information and is in agreement with this action With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If MsMc [redacted]'s issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com

December 21,
">
[redacted]
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
[redacted] [redacted] [redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the delivery and installation of his elliptical
It is unfortunate that we failed [redacted] expectations when he recently scheduled the delivery and installation of his new ellipticalWe value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
According to our records, the return was completed on December 7, and we confirmed that the credit was issued on December 20, 2015. The credit should post to his account within business day. For [redacted] inconvenience and to assist with the interest charges that he incurred due to the delivery delays, we offered him a $gift card. [redacted] accepted the offer and he should receive the gift card via email within business days. With that being said, since we have addressed the issues brought forth in [redacted] complaint, we have closed our file
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]

Nita [redacted] Revdex.com
"">North Wabash Ave, Ste#Chicago, IL Re: Joshua [redacted] #Dear Ms[redacted]: We have completed the investigation of Mr[redacted]' complaint regarding his order for Craftsman TriGrips Non-Slip Work Supports
On November 30, 2015, Mr[redacted] purchased a set of Craftsman TriGrips Non-Slip Work Supports via order # [redacted] for $The order was electronically sent to store #1664, our store in Paramus New Jersey Inventory levels were incorrect and the store was unable to find the itemThat said, since the store has been unable to secure the item, we have processed a $Sears electronic gift card that will be emailed the email address Mr[redacted] provided to www.sears.comIt is important to note that there are times when emails from www.sears.com are parsed to a junk/spam email box, due to this we ask that Mr[redacted] check his junk/spam mailboxTypically a consumer can expect to receive an electronic gift card within hours of processingIf the Craftsman TriGrips Non-Slip Work Supports are found at the store, they will contact Mr[redacted]Since we have noted our response to Mr[redacted]' complaint, we respectfully request that this complaint be closedWe apologize to Mr[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

March 2, [redacted]
"">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr[redacted] complaint regarding his impact wrench Store Manager [redacted] provided the following response: A replacement impact wrench was sent to Mr[redacted] home on February 18, We apologize for the delayShould Mr[redacted] have any other questions, I ([redacted] may be reached during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closedWe appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Nita [redacted] Revdex.com North Wabash Ave, Ste#[redacted]
"">Chicago, IL Re: Grant [redacted] # [redacted] Dear Ms[redacted]: We have completed the investigation of Mr[redacted] complaint Sears Home Services and repairs to his refrigerator It is unfortunate that we failed Mr[redacted] expectations when he called Sears for service on his refrigerator. We value Mr[redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr[redacted] that the concerns noted in his complaint were forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the repair process took longer than we would have likedWe hope that Mr[redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleWe have completed repairs to the refrigerator on August 23, 2016, when a computer board, air duct assembly and gasket were installedAdditionally, as a gesture of good customer service we have provided Mr[redacted] with a one year Master Protection Agreement (MPA) and we have processed a $food loss reimbursement check, which should be received within the next 7-business daysMr[redacted] has my email address and office phone number and can reach out to me if he has any other concernsThat said, we have closed our fileWe apologize to Mr[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

[redacted] Revdex.com
"">North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her washerIt is unfortunate that we failed [redacted] expectations when she called Sears for service on her washerWe value [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure [redacted] 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 [redacted] 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 possibleI have been in contact with [redacted] via email and have offered to provide her with $in store credit and a $in laundry reimbursement via bank check to replace her washer or $to replace the washerThe $is the maximum offered to consumer for laundry reimbursement, it is not a benefit of the Master Protection Agreement (MPA) that covers her washer, it provided as a gesture of good faith[redacted] did agree to a $store credit, which has been processed and is linked to her phone number ending in [redacted] noted that she has damaged clothing and asked to be compensated for this lossI have reminded [redacted] that per the terms and conditions of the Master Protection Agreement (MPA) there is a limitation of liabilityThe MPA reads verbatim: LIMITATION OF LIABILITY: EXCEPT AS STATED IN SECTION 7, EXCEPT AS MAY OTHERWISE BE REQUIRED BY LAW, WE AND OUR AGENTS, CONTRACTORS OR LICENSEES ARE NOT LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING, BUT NOT LIMITED TO, PROPERTY DAMAGE, LOST TIME, LOSS OF USE OF COVERED PRODUCT OR ANY OTHER DAMAGES RESULTING FROM THE BREAKDOWN OR FAILURE OF COVERED PRODUCT, DELAYS IN SERVICING, AVAILABILITY OF PRODUCTS INCLUDING PARTS OR THE INABILITY TO SERVICE ANY COVERED PRODUCTUNDER NO CIRCUMSTANCES WILL THE OBLIGATIONS OF THE OBLIGOR UNDER THIS AGREEMENT TO YOU FOR MONETARY RECOVERY EXCEED THE TOTAL PRICE PAID FOR THE COVERED PRODUCTI have provided [redacted] with the best resolution I was able to within the confines of the terms and conditions of the MPA that covered her washerIt is my understanding that she is not fully satisfied with the actions I have taken in response to her complaint, for this I apologizeAt this time, since we have addressed the washer concerns and have authorized its replacement, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

May 24, [redacted] Revdex.com
class="InsideAddress" "margin-left: 0.5in;">North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr[redacted] complaint regarding some chairs he purchased recently District Manager [redacted] provided the following response: I have spoken with Mr[redacted] in regard to this issueUnfortunately, it seems that the chairs Mr[redacted] has were assembled incorrectly when they were being put together on the assembly line at the factoryA set of chairs was sent via overnight freight to Mr[redacted]We sincerely apologize for any inconvenience Mr[redacted] may have experienced as a result of this issue and we want to assure him that we are taking steps to prevent any further such occurrencesShould Mr[redacted] have any further concerns, he may ask for [redacted], the Store Manager, anytime he is in the store or he may be reached during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

[redacted]
"">[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his allegations of damages caused to his home by a water heater purchased at SearsAs clarification, this has been turned over to our third party claims administrator, [redacted] claim number is [redacted] and his adjuster is [redacted], who may be reached during business hours at ([redacted] did inform us that the claim is still open and they have tendered to the manufacturer, [redacted] IndustriesIt was our understanding that the representative handling the issue from [redacted] Industries, [redacted], has asked that [redacted] return the water heater so that it may be examined to verify the source of the issue and they are willing to pay for return shippingHowever, so far, [redacted] has declined to cooperateRegardless, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears[redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]'s actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issuesIn this case, [redacted] would need to contact [redacted] regarding any further questions or concerns he may have with his claim[redacted] may be reached during business hours at ([redacted]As [redacted]d above, although we empathize with [redacted] frustrations, we are not in a position to assist him per [redacted]'s protocolWe apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

March 2,
"">[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent orderWe would like to apologize to [redacted] as it appears that there was an issue with the link to the return policy for this particular itemAs such, we are sending [redacted] a check for $to cover shipping both waysThis [redacted] should arrive within 10-business daysIn the meantime, we are taking steps to repair the issue with the return policyIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Re: [redacted]
""> Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from [redacted] Sears Outlet Store District Sales Manager provided the following response: Sears Outlet has agreed to provide [redacted] with his requested resolution of a refund of $The refund was processed in the form of a check which should be received by [redacted] within the next 10-daysOn behalf of Sears Outlet I would like to once again apologize to [redacted] for the inconvenience he has notedSince we have provided [redacted] with his requested resolution, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

May 25, [redacted] Revdex.com
class="InsideAddress" "margin-left: 0.5in;">North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr[redacted] complaint regarding a contract he purchased recently We apologize for any misunderstandingWe do not have a process in pace to provide in home service for stereo receiversOur technicians do not have the training or parts available to do such workWe want to assure Mr[redacted] that the error will be addressed with the employee he spoke withIn the meantime, Mr[redacted] has two options available to himHe may keep the contract, but he will have to drop the item off at his closest store to be sent off for repairIf Mr[redacted] chooses to keep the contract in place, I would be willing to send him a $gift card in the interest of consumer satisfaction The second option is that we can cancel his contract and provide him with a refundShould Mr[redacted] wish to accept one of the aforementioned offers, he may email me at the address listed belowIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

March 7, [redacted]
"">Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding some [redacted] tool she wished to receive replacements forDistrict Manager [redacted] provided the following response: I have spoken with [redacted] and I advised him that if he will bring the broken screw drivers to the Fort Payne location, comparable replacements will be providedThis is a provision of the [redacted] Guarantee and I would like to apologize for any previous misunderstandingShould [redacted] need to speak with me ([redacted]) I may be reached at [redacted] during business hoursIn light of the aforementioned information, we respectfully ask that this matter remain closedWe appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

They are no help in solving any problem you have. Everyone you talk to has no clue in how to help you all they say is I am sorry, just want help getting the website for my store in Hammond Louisiana fixed so I can order and pick up my items in my store but they only let me pick up 30 miles away now because the website has been not working for over a month been buying my tools from sears for for 38 years but they are going down hill fast it is time for me to shop somewhere else

Complaint: [redacted]
I am rejecting this response because: I will be looking into other options. Sears answer is can and what I would expect from Sears.
Perhaps if they were more responsible the past several years, they would have be more successful.
10% hardly takes any responsibility. I will buy a brand that will back their product.
Sincerely,
[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
The issue was never investigated. The contractor hired by Sears Holdings Corporation, while installing the washer and dryer, handled the valves improperly. I was told by the Sears claims investigation department that their records indicated an inspection of my house and the damage. Please note, that the damage was not limited to my basement, the contractors were responsible for breaking the pedestals that they carelessly placed the items upon. First, I would like to mention that no one came to my house to investigate anything - I was told investigators were at my house on August 21, 2015 (which was a Friday) and they checked everything. That is a lie because I was at work and my employer can provide proof of that. Second, I bought the house 2 weeks prior and an inspection had been done shortly before that, in which no valves were faulty, proof for this can be provided as well.
Without any evidence or investigation, my claim was denied. Of course, the delivery carrier denied the damage claim - why would anyone want to take the blame on themselves and pay for the damage they caused? Tony is not one of the most useful human beings on the planet (or at all, for that matter!) therefore, there is no point in speaking to him. Also, would speaking to him fix my basement and replace the pedestals?
Sears Holdings Corporation is a huge corporation, that knows the common folk who purchase from them; the middle class - cannot afford to hire lawyers; hence, they do not care about how thoroughly (or not) the claim was investigated and feel free to deny claims. Sears Holdings Corporation preys on the hard-working middle-class Americans by not taking responsibility of damages caused by them. Corporations like Sears are responsible for consumers' loss of faith in the market. Sears Holdings Corporation has no sense of business ethics or social responsibility and it is evident by the way they have managed my claim.
[redacted] I appreciate your apology, but your apology will not fix my basement and pedestals, neither will it stow away the fact that Sears Holdings Corporation lies about claims investigations and denies claims that are clearly their fault. I am not a proponent of asking anyone to put themselves in someone else's shoes but, would you try that for a moment? Let me tell you, I work full-time and I am a full-time graduate student; so trust me, wasting time to draft this letter is absolutely infernal for me. Bearing that in mind, place yourself in my position - full-time work, full-time school (also, this is mid-term week) and a broken basement because someone else was incredibly incompetent - and Sears Holdings Corporation has given me nothing but a broken basement & pedestals, lies, a rejected claim and a waste of my time to no avail.
Considering my busy life, try to think logically and tell me if it would make any sense in me lying and wasting my time over this complaint? I am outraged enough to take time out of my very busy life to speak to very rude, inept and oafish employees and to write complaints online. Believe me, it brings me no joy in writing this letter - this is a waste of my time because I do not believe that Sears will take responsibility for the damage they cause to my basement and pedestals. However, I am doing this in hopes that it can prevent someone else from being victimized by Sears Holdings Corporation, its' lies and incompetent employees.
Best,
[redacted]

[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611

align="left">    Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to her portable air conditioner. Mrs. [redacted] has agreed to a buyout of her Master Protection Agreement (MPA) in the amount of $425.00. Ms. [redacted] will be processing the buyout paperwork and will email it to Mr. [redacted] email address noted in his complaint. The paperwork will be emailed by Thursday, February 25, 2016. Once the paperwork has been received, Mrs. [redacted] has been advised that she needs to print, sign and return the paperwork to the address noted on the paperwork they will be receiving. Once our service contracts office receives the signed paperwork, they will process the check for $425.00, which should be received by the [redacted] within 10-14 days of processing. If Mr. and Mrs. [redacted] have any additional concerns, they can email me at [redacted] or call me at [redacted] That said we ask that this complaint be closed pending further contact. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Initial Business Response /* (1000, 6, 2015/09/11) */
September 11, 2015
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted]
Dear Ms.[redacted]
This letter will acknowledge receipt of the above...

referenced customer's follow up complaint, which was referred to our office for response.
This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint.
Please feel free to contact me if you have any further questions or concerns.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
SHC Corporate Compliance
XXX-XXX-XXXX

[redacted] Revdex.com
"">North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mrand Mrs[redacted]' complaint regarding Sears Home Service and repairs to their refrigerator Prior to filing their complaint with the Revdex.com, the [redacted]' were assisted by Ms[redacted] from our Executive Member Support OfficeNotes from the case indicate that Ms[redacted] has authorized the refrigerator for replacementSince the refrigerator has been approved for replacement, all Mrand Mrs[redacted] need to do is select a replacement unitWe ask that this complaint be closed as the [redacted]' have received their desired resolutionWe apologize to Mrand Mrs[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

December 28,
">
[redacted]
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
[redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the customer service provide with the delivery of her freezer
It is unfortunate that we failed [redacted] expectations when she recently scheduled the delivery of her freezerWe value [redacted] patronage, but can understand her frustration due to the series of events she noted during our discussion. We would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We contacted [redacted] and she provided additional details of the delivery experience. For customer satisfaction, we offered to issue a reimbursement on the delivery fee and she accepted the offer. We issued a refund of $to her credit card and it should post to her account within – business days. With that being said, since it is our understanding that the delivery fee reimbursement is a resolution that has met with [redacted] approval, we have closed our file
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

May 18,
"">[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have been unable to complete the investigation of [redacted] complaint. Although [redacted] provided her name and address in the complaint, we could not locate the service information for the tractor in questionIn order to investigate this matter thoroughly, we ask that [redacted] provide the repair address and telephone number used to schedule the repair, so we can locate her service call in our systemWe would appreciate it if [redacted] would respond to this correspondence with the requested informationIn the interim, we ask to have this matter closed, pending a response from [redacted] We apologize to [redacted] for this issue and would appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist