Sears Holdings Corporation

October 12, 2016   [redacted]
12pt;">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 Parts Direct.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to a recent part order he placed.  Upon receiving Mr. [redacted] complaint, we contacted Parts Direct for further assistance.  [redacted] with Parts Direct responded that in accordance with Mr. [redacted] request, a full refund for the part was issued.  Mr. [redacted] should see a credit post to his account in the next three to five business days.  With that said, since we have documented Mr. [redacted] concerns with the ordering process and issued the aforementioned refund, 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

January 26, 2017     [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 Mr. [redacted] complaint regarding his recent online order experience.   It is unfortunate if we failed Mr. [redacted] expectations as we value his patronage. After reviewing the notes in the order, it should be noted that the Installation and Delivery screen gives two options which are: Delivery and Basic Hook-up or Leave-in-Box Delivery. If basic hook up was selected then the next screen would take the member to select a hose. The following screen gives the option to choose an agreement. Finally, the review screen gives the member an opportunity to edit the purchase if needed. Unfortunately, basic hook up was not selected. However, we confirmed with Mr. [redacted] that the delivery department did remove the washer from the box and brought the unit in the house. The washer is currently hooked up therefore; we processed a discount of $60.18 which will go back to his Sears [redacted] account and $23.40 back to his Shop Your Way Reward account. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [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

February 18, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. [redacted]
class="InsideAddress">Chicago, IL  60611   Re:  11112375 - Joan [redacted]   Dear Ms. [redacted]:   We have not fully completed our investigation of Ms. [redacted]’s complaint regarding service experience.   We apologize for the delay in responding to this complaint. We are currently waiting the completion of service for Ms. [redacted]’s washer. At her requested we have set service for Wednesday February 24, 2016 with a senior tech to address the issues she is having with her washer.   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

Initial Business Response /* (1000, 12, 2015/07/18) */
18 July 2015
[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 non receipt of credit on her canceled order.
After reviewing Ms.[redacted] complaint and our records, we contacted our credit department and were informed that Ms.[redacted] order was canceled: however due to a systems glitch, the credit failed to post accordingly. At this time, a credit in the original amount charged of $1055.64 was issued back to the original form of payment. We ask Ms.[redacted] to allow 3-5 business days to post back to her account. Since we were able to provide Ms.[redacted] desired resolution, 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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -XXX-XXX-XXXX
[redacted]@searsch.com

Initial Consumer Rebuttal /* (3000, 18, 2015/08/05) */
I am still waiting a credit for 79.00 that the sears representive agreed there should not be delivery because there was not any item delivered.
Final Business Response /* (4000, 20, 2015/08/10) */
10 August 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms.[redacted] rebuttal to the response we previously sent.
After reviewing Ms.[redacted] response, we were able to determine that the delivery fee of $74.13 was credited back to Ms.[redacted] on 31 [redacted] 2015, which brings her total credit to the original amount charged of $1129.83. At this time, we respectfully request this case remain 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/SHC
Direct -XXX-XXX-XXXX
[redacted]@searsch.com

Complaint: [redacted]
I am rejecting this response because:
 
My labor charge included a diagnostic fee of $109 bringing me to a total of $196 which was on my receipt.  The 10 minutes the technician spent on the snowblower could not possibly warrant a $200 labor charge. I maintain that they just add a $109 diagnostic fee to the labor as was reflected on the receipt. This is how they fool the customer into believing a small repair could cost $150 to $200 when in reality every repair will be pushed to $250-$300 after they add back the $109 as a diagnostic labor charge. In my case this was approximately half the price of a new snowblower. If they are more honest upfront about the likely cost of a repair customers would not become angry. And how can they expect customers not to get angry when charged $200 labor for 10 minutes of work. I had already followed their online video to clean a carburetor which is much more difficult then changing one. So $200 for this simple task is ridiculous and the $96 they charged for a carburetor that sells for $18 is also ridiculous.
Sincerely,
[redacted]

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]
class="InsideAddress">  Dear [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding her Sears Appliance Warranty.   As clarification, when a consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualify. The consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit card. The Sears Appliance warranty is $39.99 a month or $479.88 for a 12 month period. Our consumers are informed of the following when they sign up:                                 “Your Sears Home Warranty program is for a term of one year. It has a $50,000 limit per contract year and includes a $60 trade service fee per claim. Your first service call today will be covered up to $500 maximum for repair or replacement. Other than this first service call, your warranty coverage and program benefits under the plan begin 30 days from today. Please note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancel. There are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.”   We were able to pull the call in question and confirmed that the disclosure statement above was indeed read to Ms. [redacted] on May 10, 2016 at the time of purchase of the Sears Appliance Warranty. Since we have confirmed that Ms. [redacted] was indeed informed of the maximum replacement and service amount in the first 30 days of the Sears Appliance Warranty we will not be honoring her request to raise that amount and 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,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Tell us why here...November 21, 2016
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/Vicki [redacted] Via: n[redacted]@chicago.Revdex.com.org
Dear...

Ms. [redacted],
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
We are replacing the lazy Susan door. Once the door arrives, we will contact Ms[redacted] for installation. I will update you as we progress with the replacement.
If you have any questions or concerns, please contact me at 800-222-5030 x [redacted], or via email at [email protected]
Sincerely,
Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Vicki [redacted]/1st Class US Postage

November 2, 2016
[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 dissatisfaction with the problems encountered when scheduling a repair for her washer.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a washer repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled.
As clarification, when an appointment must be rescheduled, our system will reschedule for the first available date and time frame. Unfortunately, at the time, the first available date was November 7, 2016. In an effort to retain her business, we made accommodations to provide her with a sooner service date and provided Ms. [redacted] with a 20% discount. Our records indicate that the washer was repaired on October 28, 2016.
As far as Ms. [redacted] request for additional compensation or a replacement washer is concerned, we did not find that this was warranted, particularly since providing a sooner service date is considered a concession and the washer is no longer under warranty. As this decision is commensurate to the circumstances, we have closed our file.
Again, we apologize to Ms. [redacted] for this issue 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]

September 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]

Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return her purchase after the 30-day return period.
We have Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. As previously stated, our return policy is available on online at Sears.com, is posted on signs at registers, or a consumer can ask an associate for details. Assistant Store Manager [redacted] confirmed that our return policy is posted twice at every register in the store. The copy of the receipt that Ms. [redacted] was provided states, “Most items have a return policy of 30 days from purchase but may vary by item. All returns require a receipt and may be looked up in the store. Restrictions Apply. See Sears.com, signs posted at registers, or an associate for details.” If the print on her receipt was not legible, she could have asked an associate, researched the policy online or read the signs posted at the registers. While we understand that she was dissatisfied with our return policy, the fact remains that her request to return/exchange was over the 30 day period. 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]

I purchased a ** Dryer on 10/31/16 from Sears. I told the sales representative that the dryer needed to be vented to the right. A side vent notation was made on my receipt. I was told the dryer would be configured at the warehouse and be delivered the next day. The dryer was delivered on 11/1/16. The dryer was used 3 times. We noted that the clothes took a long time to dry - more than 3 hours. I called Sears Service in order to make an appointment to have the dryer checked. I spent 57 minutes on the phone in order to be told that the dryer was under warranty and needed to be serviced by **. An appointment was made for Dec 2, 2016. ** repairman looked at the dryer and stated that he would like to fix the dryer, but the reason that dryer was not drying was because Sears never installed the vent kit. PROBLEM ONE: DRYER DELIVERED WITHOUT VENT KIT. So, I called service the following Monday and after another hour on the phone, I finally got to talk to a person in Phoenix (I live in Florida) who told me that I needed to go back to the store to talk to the sales representative. I went to the store and spent over an hour with the sales clerk as SHE tried to navigate the Sears phone system and the different people they put her in touch with. A waste of another hour. Only to find out that the sales clerk failed to tell me when I purchased the dryer that I needed to purchase the VENT KIT!! PROBLEM TWO: SALES CLERK FAILED TO TELL ME THAT I NEEDED TO PURCHASE THE VENT KIT WHEN I BOUGHT THE DRYER. PROBLEM THREE: THE WAREHOUSE DELIVERED THE DRYER WITHOUT THE VENT KIT KNOWING FROM THE SALES RECEIPT THAT IT NEEDED TO BE VENTED!!! I ordered the vent kit for an additional $70 and was told that the kit would be delivered to the warehouse and that service would come to the house and vent the dryer. Imagine my surprise when I got a call last Friday telling me the vent kit had been delivered to the store and I HAD TO PICK IT UP AND TAKE IT TO THE HOUSE SO THAT IT COULD BE INSTALLED. When I told them that could not happen, the Sears Sales Clerk got a hold of the warehouse and had someone pick it up. The repair was to be completed on Sat, Dec 10. That did not happen. On Saturday, Dec 10, the delivery team showed up to TAKE THE DRYER BACK TO THE WAREHOUSE to be fixed. They left no receipt and no expected return date for the dyer. I called the warehouse and was told that they had no idea when the dryer would be fixed as it was not in scheduled. I had to call the store back to tell them that I needed to know when the dryer would be returned. After several more phone calls, I was told the dryer would be returned today and I would get a call Wednesday night in order to be told a time. No call came. This morning at 0715, I received a call from Sears delivery saying the dryer would be delivered between 0745 and 0945 and I would receive a 30 min advance phone call regarding delivery time. During this call, they stated they were delivering an ** dryer. NO, IT IS A ** DRYER. Then, I was called at 0745 and told they were outside the residence. I am 30 min away. There was no advance call. Now, I am being told that the dryer will be delivered later today. THIS IS THE MOST CHAOTIC, [redacted] purchase and delivery I have ever experienced. Unbelievable!!!! Sears needs to change it computer system to cue sales clerks about the need to purchase vent kits. The warehouse should have a checklist to ensure that dryers are completely reasy for delivery. The phone system needs to be made easier to navigate for customers. Even the sales clerk had issues getting to talk to the right person. Then when I called Sears Customer Service, that person gave me the wrong email address! Screwed up system from start to finish!!! I need to be reimbursed for my inconvenience!!!!! How about a $250 Sears gift card!!!

Complaint: [redacted]
I am rejecting this response because:technician came out after 2 weeks on sep 02. But he did nothing for preventive maintenance, according to Tech I do not qualify for preventive maintenance until jan 2017. he explain what is done during preventive maintenance.
I try to called the lady left me message and found out its general customer service number and customer service didnt know who that lady was.
still Sears has not answered my question why the sales person told me that I will get filters once a year but when time comes they dont offer what they promise? sales person told us that if they cant fix the fridge they will replace it with new, I am not sure how true is that information now. Also just for there information customer service is horrible. when I called to speak to the lady left me message, customer service did not transfer and didnt know who that person was. I am pretty sure they will listen to my conversation before filling to Revdex.com and after filling Revdex.com. 
Sincerely,
[redacted]

January 5, 2017
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
class="InsideAddress"> Re:  [redacted]        
 
Dear Ms. [redacted]
 
We have completed the investigation of Mr. [redacted] complaint regarding his missing award cards.    
 
According to our records, Mr. [redacted] confirmed with Chelsea, who he mentioned in his complaint, that he had received the gift cards as of December 27, 2016. We would like to thank Mr. [redacted] for his patronage and apologize for the delay. In light of the aforementioned information, we have closed our file.
 
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]
 
 
Tell us why here...

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

Mr. [redacted]’s complaint regarding his dissatisfaction with the quality of the service provided on the repair of his refrigerator and the problems he encountered when he requested a return visit from our technician.It is unfortunate that we failed Mr. [redacted]’s expectations when he recently scheduled a refrigerator repair. We value Mr. [redacted]’s 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 Mr. [redacted] may have experienced. We want to assure Mr. [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.  Our records indicate that our technician serviced the refrigerator again on October 31, 2015 at no charge to Mr. [redacted].  We contacted Ms. [redacted] and she confirmed that the refrigerator has been repaired to their satisfaction.  We apologized that they were misinformed that they would be charged for the return visit.  We explained that Sears does have a 90 day service guarantee and she confirmed that the last technician also informed her of that guarantee.  To provide her additional assurance on the repair, we offered to add a 6 month protection agreement on the refrigerator at no additional cost.  Ms. [redacted] accepted the offer and she should receive a copy of the certificate within 3 – 4 weeks.  Since we have addressed the issue brought forth in Mr. [redacted]’s complaint, we have closed our file.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,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com

Contact Name and Title: [redacted]
September 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have not completed the...

investigation of [redacted] complaint regarding her refrigerator.
[redacted] is currently scheduled to have a technician install several parts in her refrigerator on September 25, 2015. Due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. We are confident that the repairs will resolve the issues with [redacted] refrigerator, but we ask that this case remain open, pending the completion of [redacted] repairs. Thank you for your patience.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
[redacted]

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Edwin W. [redacted] #94573052
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]' complaint regarding Sears Home Services...

and repairs to his refrigerator.
This morning I had pleasure of speaking with Mr. [redacted] and he expressed his service related concerns. Per Mr. [redacted] request I have refunded his American Express card $34.96, additionally the Service Smart Agreement (SSA) has also been cancelled and $273.99 will post to the same American Express card ending in 1007. We value Mr. [redacted]' patronage, but can understand how the series of events noted in detail in his complaint has caused him to lose faith in Sears as well as Sears Home Services. We can assure Mr. [redacted] that his concerns were forwarded to the management team of the local office 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 we failed to meet his service related expectations. We 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 their reputation upon, but we would understand if this is not possible. That said 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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com

January 10, 2017
 
[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 recent order.      
 
We have spoken with Ms. [redacted] and she indicated that she has returned the merchandise to her local store location for a refund. As a gesture of goodwill, we offered to add $25.00 worth of points to Ms. [redacted] account and she accepted. In light of the aforementioned information, 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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
Tell us why here...

August 11, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and request for a return and refund.   It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. 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 the order, we found that Sears Online did issue a return label and promised a refund upon the return of the shoes. Therefore, Mr. ** may return the shoes using the label he was provided with. We will ensure that a full refund is issued back to his original form of payment. Additionally, we hope that in the future Mr. ** will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the full refund.     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

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

  [redacted]   [redacted]   We have completed our investigation of [redacted] complaint regarding his denied service claim under his Sears Home Warranty for his refrigerator.   We would first like to point out that [redacted] Services is the obligor of the Sears Home Services Home Warranty Program (SHS HW Program), as the obligor they would be the agency responsible for administering the contractual obligation of the SHS HW Program. This is clearly stated under the terms and conditions of [redacted] contract.   The obligor’s research and investigation found that [redacted] Sears Home Warranty became effective on April 7, 2016. On April 11, 2016 [redacted] opened a claim for his refrigerator stating it was not working. A service technician came out to the home on April 18, 2016 to examine the refrigerator and found that the refrigerator without any Freon at all and both the condensing motor and the fan blade broken. The claim was denied as a known pre-existing condition due to the fact that the refrigerator could not have been in good working condition prior to the effective date of April 7, 2016. The fact that it was completely out of Freon is indication alone as when a refrigerator starts losing Freon it will manifest none cooling issues for several weeks before it stops working completely.   The claim is denied as it was determined that this was a pre-existing condition. Per the terms of the warranty agreement, we will cover a pre-existing mechanical failure provided the failure could not have been detected by visual inspection or simple mechanical test prior to the effective date of the Agreement, however, being that the failures reported occurs over time and could not have occurred within 4 days of the agreement’s effective date, the claim will not be addressed. Since we have explained why [redacted] claim was denied we have closed our case.   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

September 26, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – [redacted] B. [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience and request to pick up the merchandise from the nearest store and sale price honored.   [redacted], Store General Manager for Unit [redacted], provided the following response:   We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this matter. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Fortunately, we were able to have the shoes ready for pick up at a neighboring store and the price of $21.00 will be honored. 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. In the interim, since we have honored Ms. [redacted]’s request, 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,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

April 26, 2016
Revdex.com
[redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
[redacted] Service order #[redacted] Revdex.com Case # [redacted] Via: Revdex.com Website
[redacted] This letter serves to provide a response to the customer’s rebuttal statement dated 04/22/2016. The customer is not being truthful. He has had remodeling done on the roof that has impacted the unit. His contractors informed our senior technician that they moved the unit to install the wall and that is when the unit stopped working. There is concrete dust everywhere and it can be seen in the pictures. The following applies to all Protection Plans per the Sears Protection Agreement terms and conditions.
SAFETY AND ACCESSIBILITY. In the event that Sears Repair determines that it cannot service your Covered Product(s) due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product(s) to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable cause. In order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home, provide a safe/nonthreatening environment and clear access to the Covered Product. Failure to comply with these conditions may be cause for cancellation of this Agreement.
Thank you for your time, effort and patience during the investigation process. Sears regrets that we are not able to provide service for the unit. It is out of code due to the wall structures around it. Our file is closed at this time. We will not address this issue again. If you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
[redacted]