Sears Holdings Corporation

Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL  60611Re: Ellysa [redacted] #10942204 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding a
refund from a cancelled order placed...

through www.searsoutlet.com.It
is unfortunate that we failed Ms. [redacted] expectations when the order placed
through www.searsoutlet.com was
cancelled and her refund was not received in a timely manner. We value Ms. [redacted]
patronage, but can understand how the series of events noted in her complaint
has caused her to lose faith in Sears Outlet as company. We can assure Ms. [redacted]
that her concerns were forwarded to management for review, so future problems
of this nature can be averted.  We can only reiterate that we do not
condone how she was treated and that we truly regret that we failed her
expectations. We hope that Ms. [redacted] will allow us another opportunity in
the future to provide her with the type of customer service that we have built
their reputation upon, but we would understand if this is not possible. When I
spoke with Ms. [redacted] on Monday, November 30th, she informed me
that she had been fully refunded for the aforementioned cancelled order. Since
we have been informed that Ms. [redacted] has received her refund, 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 CorporationAdam.[redacted]@searshc.com

[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL  60611[redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding appliances
purchased from the Sears in...

Sterling.[redacted]
Sears Hometown Stores District Sales Manager provided the following response:
We
have resolved [redacted] complaint to her satisfaction. The stove has been
exchanged and we reprocessed the sale of the appliances and provided a 15%
sales adjustment per [redacted] request. [redacted] also purchased two pedestals
for her washer and dryer. An additional $75.00 sales adjustment was provided
due to an imperfection on the side of the stove. Moving forward, if I can be of
any additional assistance to [redacted] she can reach me at [redacted] That
said, 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]

September 16, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Miriam [redacted] Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]...

complaint regarding her dissatisfaction with the quality of the range she recently purchased and her request for a warranty exchange.
Upon receipt of Ms. [redacted] complaint we reviewed the service orders and the case notes related to Ms. [redacted] range. According to our records, Ms. [redacted] purchased the range on June 5, 2016 and it was delivered on June 9, 2016. On July 3, 2016 Ms. [redacted] called to report a problem with the door and the burners. Service was scheduled for July 8, 2016 and the technician noted that Ms. [redacted] did not allow him to touch the unit. Our technician spoke to our service unit and reported the issue, and it was documented that Ms. [redacted] was requesting a replacement. The notes did not indicate that the range was a factory defect. On July 14, 2016 Ms. [redacted] called again regarding the problem with range and requested a replacement. Regrettably, the note stating that Ms. [redacted] had requested for a replacement was over-looked. Since it was now over our 30 day return/exchange period, she was informed that we would need to schedule service again. On July 27, 2016 our technician adjusted the door and noted that it was okay. Again, the technician did not note that the unit was a factory defect as Ms. [redacted] claimed. The next day Ms. [redacted] called again to report that the technician had informed her that he could not repair the range because it was a factory defect. Since the notes did not support that claim, she was again informed that a technician must be sent and must document that it is defective. On August 8, 2016 our technician arrived again to assess the range, and he documented that Ms. [redacted] did not want service on the range.
On September 12, 2016 we contacted Ms. [redacted] and informed her that the initial service order was created within the 30 day return/exchange period, and it was documented that she had requested a replacement. Therefore, we would honor her request for an exchange of the range. She accepted the offer and chose to exchange with the same model. We processed the exchange and the expected delivery date is set for September 19, 2016. Since we have provided Ms. [redacted] with her desired resolution, 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

October 24, 2016
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 11178883 – Terry [redacted]
Dear Ms. Virghes:
We have completed the investigation of Mr. [redacted]’s...

complaint regarding his dissatisfaction with the problems he encounters when he attempts to cash his checks at the Kmart Store.
We have Mr. [redacted]’s complaint and we apologize that we failed to meet his expectations. As Mr. [redacted] mentioned in his complaint, he had previously filed a Revdex.com complaint regarding the same issue. On March 1, 2016 we investigated and informed Mr. [redacted] that District Manager Mr. Masaryk has called the National Customer Relations (NCR) when this issue has happened and with Mr. [redacted] present. NCR confirms that everything is ok; however, the registers won't read the check. Mr. Masaryk advised that the checks are being denied by the electronic check clearing house in Florida. The registers will not read the checks, this is a system issue and there is nothing that can be done when the registers don't sync.
We would also like to note on February 24, 2016 Mr. [redacted]’s concern was also addressed by our Executive Member Support team and was provided the above information and, as a one-time offer, he was issued $100 Shop Your Way Reward points for his inconvenience. While we understand that he is dissatisfied that the store was unable to cash his qualified check, the fact remains that on several occasions we made Mr. [redacted] aware that this is an intermittent problem and the issue has nothing to do with the store or the associates. With that being said, 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 Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

October 13, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Mr. [redacted] complaint...

regarding his dissatisfaction that the range failed too soon and that the repair was not completed in a timely manner.
We made attempts to contact Mr. [redacted] via email and left voicemails with our contact information. Since he has not responded, we are unable to resolve Mr. [redacted] issue until we have the opportunity to discuss the matter with him. He may contact me at [redacted] or at ([redacted] In the interim, we will consider this matter closed, pending his response.
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]

August 23, 2016
 
0pt" class="InsideAddressName">Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – Chris [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted]’s complaint regarding his recent visit to one of our auto centers.
 
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to Marcos [redacted], Auto Center Manager of unit# [redacted] who has attempted to reach Mr. [redacted] several times but has not been able to speak with him.  We would like to offer Mr. [redacted] a full refund per his request.  Mr. [redacted] can either call the auto center or come to the auto center and his monies will be refunded.  That being said, because we have addressed Mr. [redacted]’s 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com

Sears Home Repair is the biggest ripoff I've ever seen. $99 for an expensive diagnosis when the technician literally didn't even test the things he wants to replace. He applied a meter to one terminal of my freezer's compressor, told me the voltage was too low, and recommended replacing the compressor, evaporator, and ALL tubing and wiring "in case of leaks" (which he had NOT tested for). Feeling taken advantage of, I called an appliance repair technician I knew from the old city where I used to live. Turns out there are 3 connections that should have been tested on the compressor, the extension cord and outlet also should have been tested before being able to determine if the compressor is faulty. And he didn't test anything else before recommending to replace it. He kept pointing to things that weren't wrong, when I asked if he was going to test for leaks. He would ignore my question and say "see, sometimes there is oil coming out here, but there isn't," and "if I touch this and it's cold, then I know the refrigerant is stuck, but this isn't cold." The estimate was way more than the cost of a new freezer, but conveniently the technician provided me with a coupon for 10% off a new appliance. When I looked at the Sears Parts Direct website, I found that the parts prices I was quoted through Sears Home Repair are much higher than if I just bought the same exact parts directly from the website.

If this is a scam to get people to buy new Sears appliances, I wouldn't feel so stupid getting scammed for free, but paying $99 for the privilege of getting a 10% off Sears coupon is a raging insult.

Contact Name and Title: MELISSA [redacted]
October 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Hank [redacted] - # 94574851
Dear Ms. [redacted]:
We have completed our investigation Mr. [redacted]'s...

complaint regarding his dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms. [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]'s 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]'s complaint, so that future problems can be averted. On October 20, 2015, the technician returned to Mr. [redacted]'s home to install a new control board and reconnect the condenser fan wires. Once the repair was completed, the refrigerator was tested and found to be operating properly. Again, we sincerely regret any inconvenience Mr. [redacted] may have experienced due to the delay in repairing his refrigerator. With that said, since we have completed the repair to Mr. [redacted]' refrigerator, albeit later than expected, and documented his concerns with the repair process, we [redacted] to have this matter closed.
Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist

Initial Business Response /* (1000, 8, 2015/07/28) */
July 27, 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 her request to receive copies of the contract renewals.
After receiving the complaint filed, we corresponded with Ms. [redacted] via email to clarify her request. We forwarded this matter to Sears' Service Contracts department to process her request. On July 21, 2015, Protection Agreement Specialist [redacted] with High Point Escalations indicated that she emailed the agreements directly. Ms. [redacted] confirmed that she did receive the copies the same day. Should Ms. [redacted] have any further questions or concerns regarding her contracts, she may contact Service Contracts directly at XXX-XXX-XXXX. In the interim, since Ms. [redacted] has confirmed she has received the agreements and we have noted her concerns, 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

Tell us why here...August 18, 2016
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave Suite [redacted]
Chicago, IL 60611
Our File No: [redacted]
Revdex.com Case No.: [redacted]9l
Via: [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 have been unable to resolve Mr. [redacted] damage complaint and have turned it over to our claims management firm, Sedgwick. They will work with the customer to resolve the matter. We will continue to assist Sedgwick as requested. However, we will not be able to provide any updates as we will no longer have ownership of the file. Accordingly, we ask that you close your file.
If you have any questions, please contact me directly at [redacted] or via email at [redacted]@searshomepro.com.
Sincerely,
Jeanne [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Mr. [redacted]/1st class postage

March 9, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding his online order experience and request for an exchange.   We would first like to apologize for any inconvenience [redacted] experienced when he attempted to have an exchange processed. When an item is purchased online for store pickup, it is the store’s responsibility to assist with the exchange or return. 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 found that Customer Solutions was able to assist with processing an exchange. The transaction was processed on March 4, 2016, and delivery was completed on March 6, 2016. 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, since an exchange has been provided, 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

October 4, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Paul D. [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’s complaint regarding his washer.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to a recently purchased washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted].   After reviewing Mr. [redacted]’s complaint and the notes in our customer service and repair systems, we offered Mr. [redacted] another in-warranty exchange.  Mr. [redacted] did not want the same washer and selected LG model LG [redacted].  The exchange was processed on September 27, 2016, and the new washer was delivered on September 29, 2016.  We have confirmed with our Protection Agreement department that the remaining MPA coverage has transferred to the new washer.  The coverage will run concurrently with the manufacturer’s warranty and expire on September 30, 2017.  With that said, since an equitable resolution has been provided for Mr. [redacted], 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 8, 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. [redacted] complaint regarding multiple repairs for his dishwasher and his subsequent request for a replacement.   The Master Protection Agreement Mr. [redacted] purchased for his dishwasher specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit.  We have completed 4 service orders for Mr. [redacted] dishwasher within the most recent continuous12 month period, but only 2 of the service orders meet the aforementioned guidelines. Therefore, although his dishwasher did need service, it does not yet qualify for replacement. With that having been said, we can certainly understand his frustration with the events detailed in his letter. Our records indicate that our technician repaired Mr. [redacted] dishwasher on June 21, 2016, and confirmed that it was operating to the manufacturer’s specifications afterward.  As a good will gesture, we would like to purchase an additional 12 months of Master Protection Agreement coverage for Mr. [redacted] dishwasher.  It is our hope that this will assist us in restoring his faith in our products and services, and allow him to receive repair and/or replacement coverage beyond his current Master Protection Agreement expiration date of July 16, 2016.  If Mr. [redacted] would like to accept this offer, we ask that he contact Regulatory Complaint Specialist [redacted] within the next 7 days to accept.  We respectfully ask to have this matter closed in the interim, since we have provided services relative and appropriate to the terms of the Master Protection Agreement Mr. [redacted] purchased for his dishwasher.    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]

February 23, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   [redacted]         [redacted]   We have completed the investigation of [redacted] complaint regarding a recent purchase.   We apologize for the inconvenience, but our carrier cannot pickup partially assembled furniture of this type. We do want to note that the description says “solid wood, wood veneer and metal.” This means that the item is not entirely composed of solid wood; a portion would be wood veneer and metal as well. As a customer courtesy, we offered to provide [redacted] with a credit for $75.00 and he may keep the item do what he wishes with it. [redacted] may respond to my most recent email if he wishes to accept our offer.  In light of the aforementioned information, we respectfully ask that this matter be considered closed.   Again, we apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Regulatory Complaint Specialist [redacted]

July 13, 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. [redacted] complaint regarding his washer.   We have spoken with Mr. [redacted] in regard to this matter and he indicated that the resolution we provided met with his approval. As such, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

October 5, 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 his washer repair.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the recent repair attempts made to his washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted].   After reviewing Mr. [redacted] complaint and discussing the matter with the District Service Manager, it was determined that Mr. [redacted] request for a refund could be granted. Therefore, on October 5, 2016, we submitted refund requests for the service orders in question and the part he purchased.  In approximately two weeks, Mr. [redacted] should receive a check for $186.71 (part order), a check for $156.49 (service order [redacted] and a check for $84.53 (service order [redacted]); these checks total $427.73.  With that said, since we have documented Mr. [redacted] concerns with the repair process and agreed to his request for a full refund of the service charges, 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

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding Sears and a gas...

fired furnace.
Sears has referred [redacted] claim to our third-party claims administrator [redacted] for further review. Once [redacted] opened the claim, [redacted], it was assigned to Claims Examiner [redacted] for handling. [redacted] can be reached at [redacted] during normal business hours or via email at [redacted]. For clarification, [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]'s actions. Their decision is immutable.
Since we have provided [redacted] with the information needed to follow up on her claim, we respectfully request 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]

In August of 2016 My husband and I purchased a laptop through Kmart, Who outsourced to Sears. Sears then outsourced to [redacted]. We received the laptop after having to remind [redacted] to send it to us. We received it way later than we should have, and when we tried to turn it on, nothing. The laptop was sent to us broken!! We contacted [redacted] who requested that we return the laptop before we receive the refund. We sent it back, out of pocket, and waited for our return. We followed up numerous times and were told that Sears had to release our refund. The request was sent to them more than five times, and they denied it each time. We have tried to contact Sears multiple times, and [redacted] had also tried calling Sears to release our refund and they will not do it. I had talked with someone in customer service who was obviously in a call center somewhere breaking in his second language, english, on me. The man seemed very confused and eventually told me they would issue the refund, and he'd follow up with us in 72 hrs to make sure we got it. He never called us back and we did not get the refund. It is now December and I have still not gotten my refund. I am out $90.00 and have nothing to show for it. This was the most awful and stressful experience I have ever been through and I will never ever purchase from a kmart, or Sears ever again!! Unbelievable that even after returning the product that they refuse to issue us a refund! I JUST WANT MY MONEY BACK!!!!!!!

FOR MY MOM Hello I have been dealing with trying to get an exchange with a refrigerator that is paid off and is a manufacturer defect for a month I had to have a repair person come out and try to repair it for 3 weeks and the fourth week I had to talk to the Customer resolution and why not lease it go back and forth from 7:30 am to 11: 00 am on who is susppose to do the exchange. I am really upset because I have been without a working refrigerator for a month and trying to patient with Nicole Theresa, Alex and Lauren .. everyone tells me its not there department and can you believe at 11:03 am I still haven't scheduled a manufacturer defect refrigerator You know I am flustrated and up set

Complaint: [redacted]
I am rejecting this response because:
I want my complaint to go on record publicly with the Revdex.com so others are warned of Sears' ways and wrongdoings.  I am beside myself and shocked at how Sears won't take responsibility for their mistakes and feel as though it's okay to keep mechanics on staff who can't tell the difference between a gas and hybrid car.  Damaged was caused to my vehicle resulting in a costly part my car didn't need at the time.  I was promised the heat would be fixed as a result and it wasn't.  I paid for the damage an inexperienced Sears mechanic caused my car.  I don't understand at all how Sears thinks this is okay!!  I hope the Revdex.com allows my complaint to be posted publicly.  I would hate for this to happen to anyone els.  
Sincerely,
[redacted]