Sears Holdings Corporation

I made a service appointment for my dryer with Sears, but on the day of my appointment the service technician calls to verify what he was coming for, once I clarify he informs me that A) he can't fix it because he would need an assistant or because I didn't make sure it was accessible and B) the service order he has doesn't say my unit is under warranty. I call customer service and they confirm my unit is under warranty, but they have two different accounts for me, one under my cell phone that shows a stacking washer and dryer that I did not purchase from Sears nor did I ever have them service and my home number with the units I actually purchased from them. The service technician was rude an accusatory and made it clear that I screwed up by not making sure the customer service person didn't make a mistake and that I should have known that he was coming alone and I should have pulled my washer and dryer out of the closet for him to fix. He told me he talked to his manager and he was canceling my appointment. I called customer service again first I talked to someone and he said he couldn't make the appointment and he was going to warm transfer me (meaning he would transfer and explain to the new representative the problem), but instead he just transfers me. The new representative did not care about what I had been through and just wanted to make me a new appointment. I asked to speak to a manager. The manager was rude, did not listen to me, spoke over me and basically told me never to use my cell phone when I call sears if I don't want this to happen again, because I gave them too many numbers and caused them to make a mistake. Then I asked about an appointment that could be more convenient for me since this was a mistake on their end and I had already taken off work for the original appointment and she told me there was nothing her or anyone else at Sears could do to even make me the first appointment. I asked about contacting the people who do the scheduling and she said they were not allowed to talk to them. This seems unreasonable that customer service can not talk to the team who creates the daily schedules to be able to better assist customer especially after they make a mistake. In the end the customer service representative hung up on me before I could confirm it was a warranty appointment (like the service technician told me I was suppose to know to do before). So I called...again...this time I went straight for a supervisor, Cindy, who was more than helpful. She confirmed because it was a manufacturer warranty they could actually send someone out sooner from the company to come and service my dryer. Hopefully this is resolved, but I will never use Sears again and never buy service protection from them, I rather use an outside company.

[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 a refrigerator purchased from [redacted] Sears Outlet Customer Advocate provided the following response: We picked up Mr. [redacted] refrigerator on October 1, 2016 and it was checked into our warehouse. A refund was processed a refund referenced back to sales check #[redacted] on October 3, 2016. The refund, in the amount of $2,292.55 should post to Mr. [redacted] card ending in [redacted] within the next 3-5 business days. If Mr. [redacted] desires any additional assistance from Sears Outlet, he can email our office at [redacted]. Since we have noted that we have picked up and refunded Mr. [redacted] 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]

Initial Business Response /* (1000, 11, 2015/09/09) */
Contact Name and Title:[redacted]
Contact Email:[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 alleged damage to his refrigerator door.
Upon receiving Mr.[redacted] complaint, we escalated his concerns to[redacted] District Service Manager. Mr.[redacted] verified that the technician sent out to assess any damages to the refrigerator door was assaulted by Mr[redacted]. Our technician's safety is our utmost concern and we will not tolerate any physical confrontations of any kind. Because of this incidence, Mr.[redacted] account has been flagged and we will not be sending any further technicians to his home. That being said, because we have explained that our technician was assaulted and therefore no further technicians will be coming to Mr.[redacted] home, 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,
[redacted]
Regulatory Complaints Specialist
[redacted]

October 27, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL ...

60611   Re:  #[redacted]–Bryan [redacted]           Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’s complaint regarding the pricing of a recent purchase.   We want to first note that there are exclusions to certain promotions that are offered and our Shop Your Way Rewards program also has terms that pertain to what items points may be used to purchase. That said, we have issued a credit for $20.00 to Mr. [redacted]’s account as a gesture of goodwill. In light of the aforementioned information, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

My fiancé and I purchased a washer/dryer set in January of 2016. When we moved in to our rental home in February 2016, we finally hooked them up. As of today (8/24/2016) I have had a repair man come out 4 times and scheduled a 5th visit for next Wednesday. I tried to file a replacement request under my manufacturer's warranty but since a PART has not been replaced 3 or more times, Kenmore won't grant my request.

I called on August 1 to make my third service request and they did not have an appointment until the following Thursday. The repairman came out but could not fix my washer because he needed to order a part. The part came in exactly a week later. I called Sears to try to push my appointment up (which was apparently scheduled for me for 8/23) but their computers were down and they couldn't pull up my info. The repairman finally came to install said part yesterday. I put NOTHING in the washer and set the washer to "clean" since it had dirty water in it for 2 weeks. It broke during the last cycle and is now locked. As I said previously, my 5th appointment is August 31. That is 31 days after my first phone call (this time). All they could offer me was $20 in Sears "cash". I'm still paying a note on this washer and have already spent $30 at a laundromat over the last month and all they could give me was $20. Ridiculous.

December 19, 2016   [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 dryer.   It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dryer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations.  We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]   Upon receiving Mr. [redacted] complaint, we reviewed the notes in our service system regarding his dryer repair.  Mr. [redacted] called for service on December 5, 2016, and a Sears technician examined the dryer on December 12, 2016, and he subsequently ordered a motor and heater assembly.  The local service unit confirmed that the technician returned to Mr. [redacted] home on December 19, 2016, to install the parts and complete the repair.  While we understand that Mr. [redacted] requested a replacement, the manufacturer’s warranty provides for the repair of the dryer. A replacement would only be granted if it was determined that the dryer could not be repaired or there have been an excessive number of repairs during the warranty period.  In Mr. [redacted] case, the dryer was repairable and this was the first repair, so a replacement was not offered.  With that said, since we have completed the repair to Mr. [redacted] dryer, albeit later than expected, and we have documented his concerns with the repair process, 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

Nita [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: Brittney [redacted] #94569399Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]'s complaint regarding a refrigerator purchased from Sears....

Miguel [redacted], General Manager of the Sears Distribution Center, provided the following response:After receiving Ms. [redacted]'s complaint, I worked with John [redacted] and we were able to find her a new unit, which was delivered to her home on Saturday, September 26, 2015. After the delivery was completed I was informed that there were no issues and that Ms. [redacted] was satisfied with the new refrigerator. Since we have delivered a new refrigerator to Ms. [redacted], we ask that 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,Adam [redacted]Regulatory Claims SpecialistSears Holdings Corporation[redacted]searshc.com

December 17, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re:  #10944024 –
Jorge D. [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s
complaint regarding the...

service call he scheduled on his washer.After reviewing the service documents and alerts we have
for Mr. [redacted]’s model washer, we have found that he was mistakenly led to
believe that a repair to the impeller would correct the bouncing and shaking of
his washer. Furthermore, he was told the repair would be covered by the
manufacturer even though the full warranty on the washer had long since
expired, and the only exceptional parts warranties are on the basket and drum.
In actuality, the repair referenced by the call taker was for models that were
manufactured later than Mr. [redacted]’s and where the consumer was having issues
with the impeller bunching up clothes; it had nothing to do with bouncing and
shaking. Additionally, the repair was just a suggestion by the manufacturer and
was not something they were covering once the warranty had expired. Once our
technician arrived, it sounds like he diagnosed that the issue was with the
suspension rods and the manufacturer recommends replacing all 4; none of which
are covered under any exceptional parts warranty. With that said, since Mr. [redacted] was given a different
expectation when he scheduled the call, our executive customer support team
authorized to have the billing stopped and his account zeroed out. This was
effective November 16, 2016, and if he receives any further correspondence
regarding this debt dated after that, then he is welcome to contact me via
email or phone so that I can provide further assistance. In the interim, since
it was our understanding that this resolution met with Mr. [redacted]’s approval,
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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com

Initial Business Response /* (1000, 8, 2015/06/01) */
Contact Name and Title: [redacted]
June 1, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] -# XXXXXXXX

Dear Ms. [redacted]
We have completed the...

investigation of Mr. [redacted]' complaint regarding Sears Home Services.
First, we would like to apologize to Mr. [redacted] for failing his expectations when he recently scheduled a dryer repair with Sears Home Services. Our records show that Mr. [redacted] contacted our escalated customer service group, Executive Customer Relations (ECR), on May 21, 2015, in regard to his dryer repair. ECR subsequently monitored Mr. [redacted]' dryer repair, which was completed on May 28, 2015. Additionally, as a goodwill gesture, ECR waived the cost of parts ($370.61) and labor ($149.00). With that said, since we have documented Mr. [redacted]' concerns with the repair process and he has been provided with a dryer repair at no cost, 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

March 10, 2016

class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], District Service Manager, who states the following:
After doing an investigation on this the claim that we put the part on without the [redacted] knowledge is unfounded. [redacted] came in for tires and an alignment. After looking at the vehicle, the store found that the front end had play in it and could not do the alignment without replacing an inner and outer tie rod. They also found that a hub assembly had play in it. After speaking to [redacted] he approved the work to be done, and signed the work order for us to do the work. It appears that after the work was performed, [redacted] looked into it and remembered that they had had a hub replaced at a different garage. The work was approved and preformed according to the customers wishes. I have attached a sign copy of both the work order approving the work, and the Invoice when it was paid for.  That being said, because we have addressed [redacted] concerns, 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]

Tell us why here..[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL  60611
 
class="InsideAddress" align="left"> [redacted] We have completed the investigation of [redacted] complaint regarding his [redacted] refrigerator.  
Sears has processed the in warranty exchange of [redacted] refrigerator. The new unit has been ordered and is scheduled to be delivered to his home on Tuesday, May 24, 2016. We apologize to [redacted] for the inconvenience noted in his complaint. Moving forward, [redacted] has my email address and office number and can contact me if he needs anything further. Since we have noted the actions taken to ensure [redacted] satisfaction, 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 concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]
.

May 23, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted] [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding his online order experience and request for a full refund.   It is unfortunate that we failed [redacted] expectations as we value his patronage. We can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order we show that Sears Online indicated that a refund would be issued in April. We apologize for the delay in receiving this refund and have completed this refund today. [redacted] can expect to receive a refund of $519.59 and the remaining $28.79 in the form of a mail bank check. These checks should arrive within 7 to 10 business days. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. 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] Regulatory Complaint Specialist Sears Holdings Corporation

Complaint: [redacted]
I am rejecting this response because:
Not once did they offer to come replace the plug in our conversation. When I tried to explain what all of my concerns and issues were, the customer rep, [redacted], just said that theyve already decided that the computer board is not their problem, and she doesnt have the authority to change that decision anyways. She said she could only make recommendations, and that her recommendation was going to be that they were not responsible for the computer board. She couldn't give me any concrete reason as to why she was making that recommendation other than because that's what the tech had determined. We never talked about the damaged plug and a free plug repair/replacement was never offered. 
Sincerely,
[redacted]

December 16, 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 Miss [redacted] complaint regarding her recent online order and request for a refund of the broken item received.   We would first like to apologize for any inconvenience Miss [redacted] may have experienced with this order. After researching the notes, we found that the vendor had not responded to Sears Online or Miss [redacted] to resolve the issue with the broken merchandise she received. Additionally, we sent an email in an attempt to reach the vendor to assist in resolving this matter however never received a response. Therefore, a full refund has been processed today December 16, 2016, for $547.06 under return receipt number [redacted]. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, we hope that in the future Miss [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since a refund has been provided, we respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Initial Business Response /* (1000, 11, 2015/10/08) */
October 8, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Mr.[redacted]...

complaint regarding his lawn tractor.
We apologize for the delay in responding to this complaint. We are currently in discussion with Mr. [redacted] on the issues he has had and addressing options. Mr. [redacted] has been provided with my direct contact information. We are committed to providing a fair and equitable resolution and ask to be allowed 10 days to complete our discussion and provide Mr. [redacted] time to review and decide on what actions he would like to take.
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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com

November 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]  [redacted]      [redacted]We have completed the investigation of [redacted]...

complaint
regarding several recent orders.   In regard to order number [redacted], it seems there was
an inventory error. we strive to provide our Sears.com customers with accurate
information, including pricing, availability, and product description on all
products available on Sears.com. We do try to keep our internal inventory
numbers as accurate as possible to avoid disappointing our customers, yet there
is always a chance when an online order is placed that stock may not be
available to ship.  Should we discover
that we do not have enough stock to fill all the orders that have been placed,
as happened in [redacted] case, we have no other recourse than to cancel
the sale since the merchandise is no longer available.  When this happens, an email is automatically
generated to inform our customers about their orders.  We can only apologize that [redacted] never
apparently received this communication. As far as the other two orders
are concerned, our site is setup to prevent consumers living in Hawaii from ordering
these types of items because they cannot be shipped there. Upon review, we were
able to determine that a system error allowed [redacted] to place his order when
he should not have been able to do so. The issue has since been resolved. It is unfortunate that [redacted] has experienced these issues with his orders. We strive to fulfill all
of our orders as accurately and efficiently as possible. However, with thousands
of orders being placed daily, the possibility for error exists. We want to let
[redacted] know that we appreciate his patronage and as a gesture of our
gratitude, we are willing to provide him with a 25% discount off another order
placed through Sears or a gift card for $125.00. If [redacted] wishes to
accept either offer, I may be reached via email during normal business hours at
[redacted] 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]

May 6, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611...

  [redacted]  [redacted]        [redacted]   We have completed the investigation of [redacted] complaint regarding washer.      As clarification, [redacted] purchase was made on November 27, 2015, and our return policy specifically states that a refund or exchange may only be requested within 30 days from the date of purchase. If Samsung has determined that the unit is un-repairable, then [redacted] as the manufacturer and obligor of the warranty would need to replace the unit.  Since we are unable to assist in this matter further, we have closed our file.   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] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611

align="left">    [redacted] We have completed the investigation of [redacted] complaint regarding an erroneous charge for a jewelry club on her Sears credit card. Our office provided a copy of [redacted] complaint to J[redacted] from Sears Credit. [redacted] works for the Sears Credit Executive Response Unit for [redacted] the administrator of the Sears Credit Card. [redacted] informed our office that [redacted] has investigated the issue and resolved in [redacted] favor and communicated that to her in writing. If [redacted] has any additional concerns she can contact [redacted] at [redacted] Since we have noted that [redacted] has resolved [redacted] concerns, 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 concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

I bought the top of the line craftsman professional series toolbox. It is the 56 inch 13 drawer toolbox. I thought I was buying a quality toolbox that would last my entire career. The toolbox also came with a lifetime warranty. I purchased the box in October of 2006. It is now February 2016 and my toolbox is cracked in three of the four front corners. I have been trying for the past four weeks to get my box warrantied. All of the customer service representatives agree that the box should be replaced. However my toolbox is no longer manufactured under the professional line. It is produced under a different model number in the industrial line. I was told that this is the toolbox that I would get in exchange. Unfortunately, the stores are not able to order from the Industrial line. So the past four weeks I have been getting passed around from department to department. This toolbox is the center of my professional career. It does not just sit in my backyard garage. I am a helicopter technician, so I use this box on a daily basis. But Sears could care less. I guess Sears has forgotten who made them who they are, it is evident in there falling stock and the amount of negative reviews.

June 7, 2016
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
[redacted]  [redacted] [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Ms. [redacted] complaint regarding her contention that she should still receive free repairs or replacement of her washer even though it is no longer covered under any warranty or service contract.
 
Our records indicate that Ms. [redacted] purchased her washer over 10 years ago in April of 2006. She also had a 5 year Master Protection Agreement (MPA) that expired over 5 years ago in April of 2011. If she felt repairs done under the MPA were not effective then she had a duty to report this in a timely manner; if not still under coverage then relatively soon thereafter. Our records only retain service orders for approximately four years and we do not have any service orders for Ms. [redacted] washer until this year. She contacted us twice and twice refused to pay any of the charges for the estimate we provided to repair her washer. Our billing department has sent her a bill for at least one charge that she refused to pay. Since Ms. [redacted] did not have any coverage when she called and she was advised in advance that we would assess a fee if she declined our estimate, we find that the trip/diagnostic charge she refused to pay is valid, and as such, she owes us these monies. Therefore, the bill is still current and registered against her record.
 
We also reviewed our data base and did not find that the manufacturer had notified us that any repairs to this washer were being covered outside of any warranty coverage. There are several training notifications on potential repairs, but none are marked as being covered by the manufacturer; they are strictly just for alerting the technician to possible fixes for specific issues. With that said, since Ms. [redacted] is outside of her manufacturer’s warranty by over nine years and outside of any MPA coverage for over five years, we are unable to grant her request to provide her with free repairs or a replacement. As this decision is reasonable under 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,
Team Manager, Regulatory Complaints
[redacted]
[redacted]