Sears Holdings Corporation

October 31, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Norma [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted] complaint regarding Sears Carpet Cleaning.   First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to a recently scheduled cleaning appointment. We sincerely regret any inconvenience we may have caused Ms. [redacted].   Upon receiving Ms. [redacted] complaint, we contacted Rhonda [redacted] with Sears Carpet Cleaning for assistance.  Ms. [redacted] subsequently forwarded the matter to the local office to address.  Accordingly, the local office spoke with Ms. [redacted] and offered to schedule another appointment.  Ms. [redacted] accepted and received service on October 28, 2016.  It is our understanding that Ms. [redacted] is satisfied with the results of the cleaning and as a conciliatory gesture for not keeping the initial appointment; the service was discounted 10%.  Since we have addressed Ms. [redacted] concerns with Sears Carpet Cleaning, we ask that this matter be closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.    Sincerely, Melissa [redacted] Regulatory Complaints Specialist

class="InsideAddressName">July 12, 2016
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  [redacted] [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple repair attempts on her air conditioner unit.
 
We have received Ms. [redacted] complaint and after reviewing her service history, we can understand why she was frustrated with her experience.  Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present.  This is usually not discovered until the customer has a chance to let the item run for awhile.  Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location.  We understand that this can be frustrating when a customer has an atypical situation like Ms. [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occur.  We would like to note that Ms. [redacted] air conditioner was purchased on June 18, 2011 and is covered under a Master Protection Agreement (MPA).  Unfortunately, due to the age of the unit, we are unable to refund Ms. [redacted] for her air conditioner.  She would instead need to have the air conditioner repaired under the terms of its MPA.  That being said, because we have addressed Ms. [redacted] complaint, we respectfully request this complaint be closed.
 
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 Complaints Specialist
[redacted]

October 24, 2016
 
0in 0pt" class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Mr[redacted] complaint regarding her allegation that her dryer door is incorrect.
 
We have received Mr[redacted] complaint and apologize that he feels as though the dryer door is not the correct door for this unit.  We would like to note that Mr. [redacted] is covered under an extended protection agreement until 3/02/20.  We have therefore scheduled service for 10/27/16 from 8:00am-12:00pm and if the dryer door is incorrect, we can replace the door.  That being said, because we have addressed Mr[redacted] complaint, we respectfully request this complaint be closed.
 
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 Complaints Specialist
[redacted]

January 3, 2017   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:       [redacted]   Dear Ms. [redacted]   We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator repair.   It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly.  We sincerely apologize for any inconvenience we may have caused Mr. [redacted].     Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance.  Mr. [redacted] was already scheduled for service on December 30, 2016, but we wanted to ensure that the call would be monitored.  Our records show that the repair to Mr. [redacted] refrigerator was completed on December 30th with the installation of a control board, duct assembly and control assembly.  With that said, since we have documented Mr. [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.     Sincerely, [redacted] Regulatory Complaints Specialist

July 18, 2016
 
0pt" class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Mr. [redacted] complaint regarding the repair of his tractor.
 
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted], Territory Member Advocate Team Member.  Ms. [redacted] contacted Mr. [redacted] and discussed his complaint and agreed to refund him the cost of the upgraded tractor.  That being said, because we have provided Mr. [redacted] with his requested resolution, we have closed our files.
 
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 Complaints Specialist
[redacted]
[redacted]

October 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
This letter will acknowledge receipt of the above referenced...

customer's complaint, which was referred to our office for response.
Although it appears that [redacted] was assisted by Sears Parts Direct and a resolution was provided on October 2, 2015, we have forwarded this matter to the appropriate Sears unit for further investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint.
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]

(The consumer indicated he/she DID NOT accept the response from the business.)
We require a refund in full in this matter due to three independent witnesses in addition to the witness of an independent auto mechanic bearing witness to the false testimony of the Manager of the Sears Automotive Center in Niles, Ohio. With this clear-cut case in our favor we are willing to submit to binding arbitration by the Revdex.com if the offender pays all fees.

Horrible experience with Sears Home Services, their division for doing in-home appliance repair. After taking a day off work and sitting home for my four hour service window, I was treated to that very corporate experience of having no one show up or contact me. Until 6:15p that night when I was out for dinner with my family and a technician finally left a message on my phone saying that I had just been added to his schedule, but that he didn't have any information about my make and model of washing machine. This is despite the fact I had provided all that information, including a request that the technician come with the very specific part I needed. He very nicely offered in the recorded message to order the part if I would let him know what I needed and then set up another appointment to install it. Right. Another day of lost wages. I try to learn from my mistakes. Horrible customer service. Horrible experience. My order number was [redacted]

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Larry...

[redacted]#94570503
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding a laundry center purchased from Sears.
Sears Home Services records indicate that the laundry center purchased by Mr. [redacted] had a new front panel installed on September 16, 2015. Additionally, the Sears in Charlevoix has processed a sales adjustment totaling $51.94, which is expected to post to Mr. [redacted]'s MasterCard ending in 1612 within the next 3-5 business days. Since we have replaced the front panel and noted the sales adjustment processed at the store, we have closed our file.
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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com

January 24, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...

complaint regarding his dissatisfaction with the multiple repairs on his refrigerator, the delivery delays on the exchange and his request for a refund.
We would like to note that Sears has a 30-day return period from the purchase date. After the 30 day period, the appliance is covered by the manufacturer’s warranty. As clarification, the manufacturer’s one-year limited warranty states, “For one year from the date of purchase, free repair will be provided if any non-consumable part of this appliance fails due to defects in material or workmanship….” The warranty does not offer a refund.
According to our records, Mr. [redacted] purchased the Kenmore refrigerator on December 6, 2015 with the manufacturer’s warranty expiration date of December 9, 2016. During the warranty period, Mr. [redacted] reported that the refrigerator was not cooling and a warranty service appointment was scheduled. Our technician ordered and installed parts, and the repair was completed on November 11, 2016. Regrettably, Mr. [redacted]alled the next day to report that the refrigerator was still not working. Warranty service was scheduled again, and after multiple service attempts the repairs were unsuccessful. On December 8, 2016, Mr. [redacted] was offered an in-warranty exchange from Sears and he accepted the offer. Mr. [redacted] selected a [redacted] model that cost more that the Kenmore, and he paid the difference in price; delivery was scheduled for December 15, 2016.
Unfortunately, the manufacturer delayed the delivery and rescheduled for December 22, 2015. Due to the delivery delay, Mrs. [redacted]ontacted delivery and requested to return the non-repairable Kenmore refrigerator and requested a refund. Since the Kenmore was purchased in 2015 (over our 30 day return period), her request was denied. She was offered $100 worth of reward points for the inconvenience due to the delay. She declined the offer, but called back later and accepted the offer. On December 22, 2016, [redacted] delayed delivery again and rescheduled delivery for January 3, 2017. Due to the delay, Mr. [redacted] took it upon himself to purchase a refrigerator from another retailer instead of selecting another model from Sears. He called our delivery customer service and cancelled his in-warranty exchange order. The order was cancelled and our system automatically issued him a refund for the amount he paid for the difference in price on the exchange only. Since this was an in-warranty exchange order, the system recognized that Mr. [redacted] did not qualify for a refund for the Kenmore refrigerator and made the receipt available again for another in-warranty exchange order. We contacted Mr. [redacted] and offered to process another exchange on the refrigerator. Mr. [redacted] denied the offer and requested that we issue a refund or allow him store credit to purchase other products from Sears. We reminded Mr. [redacted] that he does not qualify for a refund and store credit for other products is not an option. At no point was Mr. [redacted] offered a refund, and the warranty is for repair or replace. If Mr. [redacted] would like to complete the in-warranty exchange process, he can contact me on or before March 8, 2017 via email at [redacted] or call ([redacted] With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

Since my purchase of a washer/dryer, I have had to schedule and reschedule with the Sears. The reason for so many reschedules is because there is absolutely no one, NO ONE, who I can actually speak with to straighten anything out. The delivery has gone wrong three times and I feel totally helpless without an actual person to speak with. I have talked to customer service, from a seemingly an out of the country call center, and all my demands/directions for my delivery have gone wrong. I simply need a four-man team to come out to haul-away and, every time, a two-man team comes out. They are wasting my time over and over again. I need an English speaking person to rectify my situation. There has been no one to help me. My washer and dryer are STILL not hooked up...

July 13, 2016
 
0pt" class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  [redacted]
 
Dear Ms[redacted]
 
We have completed the investigation of Ms[redacted] complaint regarding her washer needing repair that is not in our system.
 
We have received Ms[redacted] complaint and apologize for the issues she is having with her washer. We looked in our system and were able to find Ms[redacted] washer and add it into our system.  We also scheduled her for repair on July 19, 2016 from 8:00am-5:00pm.  That being said, because we have addressed Ms[redacted] complaint, we respectfully request this complaint be closed.
 
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 Complaints Specialist
[redacted]
[redacted]

Contact Name and Title: Eligia [redacted]
Contact Phone: 800 762 3049 87747
September 30, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94571242 - Frank [redacted]
Dear Ms. [redacted],
...


We have completed the investigation of Mr. [redacted]'s complaint regarding an online order he placed with a Third Party Marketplace vendor on Sears.com.
As clarification, our online website hosts 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 our consumers have more options online. We offer our own merchandise as well as 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 that may be used to select only Sears items or to narrow the results returned from an item search.
It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller's pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.
With that said, it is our understanding that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted]'s records, we have included our disclaimer below:
Third Party Advertisements and Links to Third Party Sites
We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.
Returns and Cancellations
Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.
In closure, while it is Mr. [redacted]'s responsibility to contact the Marketplace vendor he ordered from, we have decided to issue a refund as a onetime courtesy exception. We have emailed Mr. [redacted] with the refund information and he should see the credit post to his account within 3 to 5 business days. Since we have provided an equitable resolution, 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,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation

September 9, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs....

[redacted] complaint regarding their dissatisfaction with the service on their washer has not been completed in a timely manner.
Upon receipt of the [redacted] complaint we reviewed the service order history and case notes related to their washer. Our records indicate that on July 26, 2016 our technician assessed the washer and ordered a control board along with other parts to complete the repair. Regrettably, on August 9, 2016 we were notified that the control board is on back order until October 2016. As clarification, when a part is on back order, we reach out to our alternate part distributors for assistance. Our records indicate that we have exhausted our resources and are unable to provide the part before the back order date.
We can also understand how frustrating Mr. and Mrs. [redacted] have found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, we did make an exception due to the part delay and we have authorized a replacement for the washer. We sent an email and left a voicemail for the [redacted] with the authorization information for the replacement. In the interim, since we have addressed the issue brought forth in Mr. and Mrs. [redacted] complaint, we have closed our file.
We apologize to Mr. and Mrs. [redacted]nd 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]

I purchased a washer machine from Sears begging of March, 2016. Since I got the machine it never worked. Sears sent their technicians 4 times and it still did not solver the issue. Every time the technicians would come they would tell me the same thing that it needs to be replaced because it does not drain the water down and its missing legs that they never installed when they brought it to my place. I called sears escalation team and spoke to them many times they refuse to change my machine that I purchased brand new for them for over $1000.00. They opened the case and it still did not solve anything. Its been about 4 months and the issue still not resolved. I asked them to speak to the manager and they keep telling me that their the highest and there is no one else that can help me.

November 9, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]We have completed the investigation of [redacted]
complaint regarding her...

recent purchase.After reviewing the complaint filed, we communicated
with [redacted] via email and requested additional information. [redacted] provided us with the original sales receipt number and we forwarded
that information to the local store for assistance. Store General Manager [redacted] responded stating that she had reached out to [redacted] to
address her complaint and agreed to return to the store for an exchange of the
jeans. We apologize again for any inconvenience [redacted] experienced and
hope that in the future she will allow us another opportunity to provide her
with a better example of customer service. Should [redacted] have any
questions, she may contact the store directly at [redacted] In the interim,
we have noted [redacted] concerns and respectfully ask to have this
matter closed.We appreciate the opportunity to address this
matter.  Please feel free to contact me
if you have any further questions or concerns. Sincerely,  [redacted]

Initial Business Response /* (1000, 5, 2015/08/03) */
Contact Name and Title: [redacted]
August 3, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms.[redacted]
We have completed our...

investigation Mr.[redacted] complaint regarding his dissatisfaction with Sears Home Services.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure Mr. [redacted] 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 network. We do not take these matters lightly and we have forwarded Mr.[redacted] concerns to the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within Mr.[redacted] complaint, so that future problems can be averted. On July 31, 2015,[redacted], Customer Advocate, spoke with Mrs. [redacted] regarding the refrigerator repair. Mrs. [redacted] indicated that she did not want to proceed with any more repairs and requested a refund. As a one-time customer courtesy, Ms. Graham agreed. Accordingly, a refund of $433.66 was processed to Mrs.[redacted] Visa account ending in 0858, and should post within the next five to seven days. Again, we sincerely regret any inconvenience Mr. and Mrs. [redacted] may have experienced. With that said, since Mrs. [redacted] is accepting the aforementioned refund as resolution to the concerns outlined within this complaint, we ask that this matter be closed.
We apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter.

Sincerely,
[redacted]
Regulatory Complaints Specialist

September 7, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] rebuttal to the response we provided regarding her dissatisfaction with the multiple repairs on her refrigerator.
We have Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the quality of the service provided on her refrigerator, the fact remains that the [redacted]s were provided a $500 voucher from Sears Home Warranty towards a replacement refrigerator due to the multiple repair attempts. As this decision is commensurate to the circumstances, we have closed our file.
Again, 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
Sears Holdings Corporation
[redacted]

November 24, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding...

the problems he encountered with the replacement of his Craftsman tool. Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concern.   [redacted] contacted [redacted] and he confirmed that the warranty replacement has been processed by a store associate as a store to home sale.  [redacted] has already received the replacement Craftsman tool and is satisfied.  With that being said, since we have addressed the issue 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 SpecialistSears Holdings Corporation[redacted]

August 1, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]     Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and request for a full refund of the order that was never delivered.   It is unfortunate that we failed Ms. [redacted] expectations and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  After researching the notes in her order, we forwarded this matter to Sears’ Detail Control Center. DCC confirmed that a refund had not been processed by Sears Online. Therefore, we processed a full refund today August 1, 2016. Accordingly, a check of $876.81 was processed under return receipt number [redacted] and a check of $22.81 was processed under return receipt number [redacted] The checks will arrive in the mail within 7 to 10 business days. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. In the interim, since a full 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation