Sears Holdings Corporation

November 7, 2016
 
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Rachel [redacted] Dear Ms[redacted]
We have completed the investigation of Ms. [redacted]...

complaint regarding her dissatisfaction with the multiple repairs on her refrigerator and that it has failed again with the same issue.
Upon receipt of Ms. [redacted] complaint we reviewed her purchase and service history related to the refrigerator. According to our records, Ms. [redacted] purchased the refrigerator on May 27, 2013 and it was delivered on June 6, 2013. Ms[redacted] mentioned in her complaint that she purchased a 5 year protection agreement to cover service; however, our records indicate that she purchased a 3-year protection agreement. Furthermore, our records indicate that we completed 2service orders on her refrigerator. As clarification a service order can take more than one visit to complete since the technician may order parts and then return to install the parts.
In Ms. [redacted] case, on November 17, 2014 our technician assessed the refrigerator, added dye dryer (to find possible leaks) and checked the psig. He returned a few days later on November 21, 2014 and was able to locate the leak. He ordered the necessary parts and returned on November 26, 2014 to install the parts; the refrigerator was operational and the first repair was completed. We did not hear from Ms. [redacted] again until August 12, 2015 when she reported that the refrigerator was not cooling again. Our technician assessed the refrigerator on August 22, 2015 and ordered several parts. He returned on August 29, 2015 to install the parts; the refrigerator was operational and the second repair was completed.
Ms. [redacted] mentioned in her complaint that the refrigerator had recently failed again; however, the protection agreement that she purchased expired on June 6, 2016 and she did not renew. Since the refrigerator is no longer under the manufacturer’s warranty and the protection agreement has expired, it has no coverage for service and it is a consumer’s responsibility to pay for any repair service. We contacted Ms. [redacted] and advised her that the refrigerator does have a 5 year manufacturer’s warranty on the sealed system only. We offered to schedule service and cover the diagnostic fee in order to determine if the sealed system had failed. Ms. [redacted] stated that she had the refrigerator repaired by a local service provider. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint we have closed our file.
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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

November 11, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]  [redacted]We have completed the investigation of [redacted] complaint regarding...

his dissatisfaction with the delay in receiving the part he ordered online and his request for a refund.Upon receipt of [redacted] complaint we reached out to [redacted] Senior Customer Support Representative with Parts Direct, to assist with his concern.  [redacted] researched and discovered that when [redacted] reported that he had not received the order, we placed another order for him.  The replacement order was shipped to [redacted]n October 20, 2015.  Our records indicate that the replacement order was returned by [redacted]  On November 6, 2015 we issued the credits of $228.75 and $9.99 to [redacted]  With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to Mr. De Quevedo and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.Sincerely,
[redacted]
[redacted]

August 17, 2016
 
0pt" class="InsideAddressName">Nita ***
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #*** – Rena ***
 
Dear Ms. ***:
 
We have completed the investigation of Ms. ***’s complaint regarding the repair of her refrigerator.
 
We have reviewed Ms. ***’s service history and our records show that her refrigerator repair was completed on July 30, 2016. We would like to note that $250.00 in food loss was processed on August 4, 2016 and will be received in 7-10 business days to the address on this complaint.  Because Ms. ***’s refrigerator has been repaired, we respectfully request this complaint be 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,
Erica ***
Regulatory Complaints Specialist
***-***-***
Erica.***@searshc.com

I had Sears Home Improvement remodel my bathroom. Orange grout instead of tan grout was placed on the floor and then the installer argued with me that my grout was orange. He left my bathroom with gaps between the baseboard and the tile. He also left splatter of dry wall all over the tile and the back of the toilet. He also smeared drywall all over the wall. I sent text messages and left phone messages to the sales manager and operations manager. I waited 6 days for replies. Finally the district manager, Steve [redacted], called on a Friday for payment and I told him my bathroom was not complete. That afternoon at 3:36 the operations manager called to say the installer would be at my house on Monday morning at 8. No regard to my schedule. He actually sent the same installer who made such a mess of my bathroom. He said he told me that Mark was coming. I had to wait another 5 days for another installer to clean up the bathroom but he could not clean up the drywall disaster on the wall. I need to find my own drywall. I would not recommend this company because of the poor quality workmanship, lack of responsibility and reliability, lying, arguing, and lack of knowledge.

STAY AWAY, DO NOT USE SEARS HOME REPAIR. Worst customer service I've ever experienced. Spent 4 months trying to find a date where Sears could come into my apartment and repair my dishwasher. Finally, a technician came 17 weeks after I first called and told me I needed a new control panel for my dishwasher and it would cost me $320 + labor. I asked him when they could come back to install it, and was informed they could come a week and a half later (December 22nd 2015) between 1 - 5 pm. Although I have a very hard time taking off time from work, I decided to take a half day since the issue had been dragging for way too long. My appointment was confirmed both by phone and email on the day before, Dec 21st, and around 9:20 am on my appointment day, a technician calls me saying he was on his way and would be at my house around 10 pm, 3 hours before the start of my appointment window. I informed him I could not leave work that early and he said he would call his dispatch and I would get a call back shortly. 20 minutes later, without any sort of contact from Sears, they send me an email with my "rescheduled appointment" for January 9th between 8 - 12 pm. I called the technician back 3x, with no answer. I then try calling him from my work phone and he answers on the first ring. He tells me its not up to him but he would try to make it work and call me back shortly. 45 minutes later, with no call, I try calling him back and once again, no answer from either of my phones. I then call customer service and they say there's nothing they can do because "my appointment was already rescheduled". I then cancelled the appointment and asked to return the control panel that came in the email. Sears said they'd contact me to make arrangements to process the refund in 24-48 hours. It's been 100+ and I'm still waiting.

Initial Business Response /* (1000, 11, 2015/08/04) */

[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...

a range hood purchased from Sears Outlet.
[redacted] manager of the [redacted] Sears Outlet, provided the following response:
An exchange was processed and delivery was attempted last week. Unfortunately Mr. [redacted] was not available and the delivery has to be rescheduled. That said, when Mr. [redacted] is ready for delivery I invite him to contact me directly to reschedule delivery, I can be reached at [redacted] Since we have noted our intent to make the delivery once it is rescheduled we ask that 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 Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com

Initial Business Response /* (1000, 10, 2015/08/20) */
August 19, 2015
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste 2006
Chicago, IL XXXXX
Our File No: XXXXXXXX
Revdex.com Case #: XXXXXXXX/ [redacted]
Via: Revdex.com Website
Dear Ms. [redacted]
This letter serves...

to update you in regards to Mr. [redacted]'s concerns regarding his HVAC service. On August 18, 2015, the Customer provided the home warranty information. At this time, we are researching the connection between the Customer's home warranty and Sears. I will update you accordingly.
If you have any questions or concerns, please contact me at XXX-XXX-XXXX x [redacted], or via email at [redacted]@searshomepro.com.

Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted]

November 23, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re:  #10886308 – Antoinette
[redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint
regarding the...

cancelation of her online order of a child’s playhouse for $11.95
from one of our online third-party Marketplace vendors. As clarification, while we strive to provide our Sears.com
customers with accurate information, including pricing, availability, and
product description on all products available on Sears.com, whether directly
through our listings or those of our third-party Marketplace vendors, with any
online site there might be times that an error could occur. Should we uncover a
pricing error, and an order was actually placed for the incorrect amount, we attempt
to email the customer as soon as possible, and then we cancel and refund the
order.  For store pick-up items, we notify
the store of pick up that these prices were errors and will not be honored, so
they can cancel the sale at their store.  If the item was never ordered, then all
requests to honor the incorrect price would not be granted. We also make every effort to fix the error as soon as
possible since it does us no favors to have customers placing orders that will
just have to be canceled; it only disappoints them and causes extra work with
no sale at the end for us. There is absolutely no benefit to us to have these
errors occur, which is why we try to minimize the chance as much as possible
and why we have software that helps us identify when one occurs. In some
instances where it appears the error has not been corrected in a timely manner,
it is because the consumer may be viewing an older, “cached” version saved in
the computer’s database. This is designated by the settings in the internet
browser being used. If the price has since been corrected though, it will show
in the cart once added as this is a new page that would not have previously
been cached. In Ms. [redacted] case, we found that shortly after her order
was placed, it was determined to be for merchandise that had a large system
wide error that caused all newly loaded prices to display for only $11.95. Per
our terms and conditions, we canceled the order and a refund was provided. Additionally,
Ms. [redacted] was refunded for her shipping fees, and in fact might have
accidentally been refunded twice. If she would like to view the most up-to-date
full version of our terms and conditions, she can access the page with this
link: http://www.sears.com/en_us/customer-service/policies/terms-of-use.html.
We have also included below a small excerpt specifically regarding pricing
errors:“Pricing errors may occur on the Sears Site from time to
time, on items sold by Sears, or items sold by third party sellers on Sears
Marketplace. Sears attempts to correct all pricing errors as soon as they are
discovered, or as soon as Sears receives notice of an error. Sears reserves the
right to cancel any orders containing pricing errors, with no further
obligations to you, even after your receipt of an order confirmation or
shipping notice from Sears. Any payments you make to Sears for orders that are
cancelled due to pricing errors will be refunded.”With that said, since our cancelation of Ms. [redacted] order
was just in accordance with the posted terms and conditions that govern our
website, we are unable to honor her request to provide the merchandise for the
incorrect price. As this decision is commensurate to the circumstances, we have
closed our file.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,Dana [redacted]Team Manager, Regulatory Complaints[redacted]Email: Dana.[redacted]@searshc.com

Complaint: [redacted]
I am rejecting this response because: the conversation on December 1, 2015 was regarding a billing matter for a visit on July 31, 2015 that did not take place. The insurance company was billed for a visit that did not take place, and the insurance company explained the charge to me that Sears Dental bills the insurance company every month whether a visit takes place or not.
 
This interest charge of$2300 that is in dispute is a completely different matter and is not addressed at all in their response. The calculation of the interest charge is borderline illegal and the $3400 original charge was paid in full by October 2015 so I don't know why the interest charge was applied anyway
Sincerely,
[redacted]

April 18, 2016

class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]  [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding a battery purchased from one of our auto centers.
We have received [redacted] complaint and apologize that the battery he purchased has failed.  We escalated [redacted] complaint to [redacted] Auto Center Manager of unit# [redacted]  [redacted] contacted [redacted] and found that the battery had tested as “failed” and asked him to come back to the auto center so that the battery can be replaced to which he agreed.  That being said, because we have addressed [redacted] complaint, we respectfully request 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 concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]

October 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94594570523 - N [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding his customer...

service experience upon the delivery of his purchased mattress set.
After reviewing Mr. [redacted]'s complaint and our records, we were able to determine that on the day of delivering his purchased mattress set, our drivers called in to inform that the existing mattress set that was at the home of Mr. [redacted] would not be hauled away due to unsanitary conditions. As far as full reimbursement, we are not able to honor his request. At this time, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -[redacted]
[redacted]@searsch.com

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted] [redacted] [redacted]
class="InsideAddress">  [redacted]   We have completed our investigation of [redacted] complaint regarding his refund.   [redacted] confirmed receipt of his refund check for $70.00 on March 9, 2016. Since [redacted] has received his refund and confirmed that no other actions are needed we have closed our case, we have closed our file.   We apologize to [redacted] 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,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
I have spoken to [redacted] and the Washer in question that will replace ours is not **, which fine.  Sears did a good job in resolving this complaint and I am grateful for this being resolved without further action.  I have attached washer we want to replace our with - should it require a small payment above the $356.00 credit I was offered - we will pay it.
[redacted] was very nice and professional and got to the bottom of this problem.
Sincerely,
[redacted]

March 2, 2016
size="3">
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]  [redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers. 
Upon receiving [redacted] complaint, we escalated her concerns to [redacted], Auto Center Manager of unit# [redacted], who states the following:
When M[redacted] dropped the car off, she spoke with my Assistant Manager, [redacted]. [redacted] states that when she dropped the car off, she told him there was a problem with the "tire light".  When our technician installed the tires, he found no sensor in the wheel, only a valve stem. When [redacted] husband came to pick up the car, [redacted] tried to explain the situation. Her husband seemed to understand and left with the car. A few days later he returned about the light. [redacted] again explained that the sensor was missing and would need to be replaced to eliminate the light issue. [redacted] again acknowledged the issue and left. On the day M[redacted] refers to, I was quite busy working with other customers and vendors, he came in and insisted I speak with M[redacted] on the phone.  I explained that I was very busy and could not speak with her on the phone at this time, he continued to speak with M[redacted] for about 5 more minutes, then hung up and waited by the door until about 10 more minutes when M[redacted] arrived. She entered the building irate and distressed. I could instantly tell she was upset, I tried to calm her down and asked her to please stop yelling at me. After about ten minutes of this behavior, I felt like the best business decision to try to retain this customer was to replace the part for her for free. M[redacted] declined my offer and left at this point.  That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to M[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]

November 3, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Morgan M. [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her canceled sears.com order.   It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, our records indicate that Ms. [redacted] was informed that Sears issued refunds of $323.53, $10.79, $16.17, $32.23, and $344.01 on October 15, 2016, for a total refund of $726.73 to her [redacted] account ending in [redacted]  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 Ms. [redacted] comments and the requested refund has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]

I feel like I am working with robots and no one has reply to simple issue I am having.
I purchased sears repair agrement for my washer and tech came to fix it but its way to expensive to fix it and I was issued $500.00 store credit for this.
So another issue with this credit is it can't be used online or over the phone.
I had to go to store where it can't be used as buying special bundle it took 1 and half hour to place this order with sears sales rep.
Where she confirmed everything is included in my ordered what we need to get this installed fully stacked and opreational. I asked for time slot for installtion and I was told some one will give me call to schdule this which no one did called.
I ended up calling day before to confirm time slot.
Day of delivery person who came to deliver told our order missing stacking kit and I told him we ordered everything and he installed with some stacking kit he found in his truck.
And he left un finisihed job with shaking dryer and told my tenant that some one will call me to explain this issue on 01/04/17 and till date no call was received.
I have reported this issue 01/06/17and I was told someone will call and schdule this install again with correct parts with in 7 days.
I also asked my sales rep who sold this bundle and I was told to she will call me back before she leaves on 01/07/17 and no one called back till today 01/13/2017.
left serveal messages and sent couple of emails but no reply.
Today I called installation team and they told me my order didn't included stacking kit where I have receipt showing in notes that stacking kit is included and I confirmed with my sales rep 5 times on 12/12/16.
Each time I called to store no one pickup phones for hour or so , after long holds don't get any result, when I asked for manager doesn't get transferered.
And friend of mine paid $1000.00 less for same parts from [redacted] and got same exact set installed with 5 year warranty.
I would never recommend to deal with sears team.
I have learned my lesson very hard way.

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] - Dwain G [redacted]
class="InsideAddress">  Dear Ms. [redacted]   We have completed our investigation of Mr. [redacted] complaint regarding service on his refrigerator.   Research shows that Mr. [redacted] had been offered a replacement for customer satisfaction reasons only on August 1, 2016 for his refrigerator. The exchange was processed on August 12, 2016 with delivery set up for August 19, 2016. Unfortunately Mr. [redacted] did not purchase a Master Protection Agreement for his original refrigerator and there is no food loss coverage under the manufacture warranty therefore we are unable to honor his request for food loss. Nor are we able to honor his request for a two (2) year service coverage for his new refrigerator. When we informed Mr. and Mrs. [redacted] of this we did offer to process a return and full refund for the original refrigerator but this offer was declined and they choose to continue with the exchange process. Since we have processed an exchange and only await the completion of delivery we have closed this complaint.   We apologize to Mr. [redacted] 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. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted]@searshc.com

all we wanted was the tools ,its very funny how the item was said to be out stock but the online store showed it was in stock and ready for cart to buy,so we went to a sear's store and they had 3 in stock on the store floor and I ask the store to please call and see if they had them in warehouse ready to ship out to fill  an online order and they had them in stock so why mine just fell though is any ones guess but if this keeps up with sears they will lose and that's sad that a store like sear's once was is going down hill fast
                                        ...⇄ [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

September 7, 2016
 
0in 0pt" class="InsideAddressName">Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – Neil [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted]’s complaint regarding the repair of his push mower.
 
We have received Mr. [redacted]’s complaint and apologize that his push mower’s repair has not been to his satisfaction and has taken longer than expected.  We would like to note that prior to contacting the Revdex.com, Mr. [redacted] was working with our Executive Member Support team who replaced his mower on September 1, 2016 per his request.  That being said, because Mr. [redacted] has received his requested resolution, 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com

October 20, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94573118 - Cameron [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Ms. [redacted]'s complaint regarding service for...

her Kenmore oven.
Upon receipt of Mr. [redacted]'s complaint, we found that she had previously been in contact with Ms. Shelby [redacted] in our escalated complaint department. When Ms. [redacted] contacted Ms. [redacted] she spoke to Mr. [redacted] who confirmed that the oven had been repaired and all was working well. If Mr. [redacted] is still in need of assistance they can contact Ms. [redacted] directly at 888-266-4043 ext. **. Since it is our understanding that the oven is now in working order and we have provided the contact information of Ms. [redacted]'s case manager if she is still in need of assistance we have closed our case.
We apologize to Ms. [redacted] 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. [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Vanessa.L.[redacted]@searshc.com