Sears Holdings Corporation

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

align="left">  [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding Sears Outlet Stores. [redacted], manager of the Albuquerque Sears Outlet provided the following response: I contacted and spoke with [redacted] on Tuesday, May 10, 2016. During the conversation I apologized for the inconvenience and assured [redacted] we would be resolving his concerns. That said, a sales adjustment in the amount of $150.00 will be provided to [redacted]. If [redacted] has any other questions or concerns, he 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] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

January 14, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and non-receipt of the item he ordered.   It is unfortunate that we failed Mr. [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter, we would like to note that the merchandise will not ship until the order has completed the processing stage which was on December 29, 2015. [redacted] began the shipping process on January 4, 2016, and the item was delivered on January 5, 2016. Sears Online offered a 10% discount which was applied on December 31, 2015. Accordingly, a refund of $21.90 was applied to Mr. [redacted] Shop Your Way Reward account and $1.10 was applied to his [redacted] card ending in [redacted] bringing his total discount to $23.00. For Mr. [redacted] records the sales adjustment receipt number is [redacted]. We have documented that this process did not meet Mr. [redacted] needs, and we do compile this information to determine whether changes are warranted to satisfy our customer’s needs and our own business objectives. Additionally, we hope that in the future Mr. [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 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

Contact Name and Title: [redacted]
Contact Email: [redacted]
October 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] rebuttal regarding her recent visit to one of our auto centers.
Upon receiving [redacted] rebuttal, we again escalated her concerns to [redacted] Auto Center Manager for Unit [redacted] who states the following:
We inspected the vehicle in Sept of 2014. The vehicle failed inspection and the customer approved work on the vehicle. If there was a safety issue with rust at the time repairs were done, it would have failed at that time. We did not take advantage of [redacted] we just did the requested state inspection and listed the work it needed at that time. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In [redacted] we apologize that she was dissatisfied with her repair but we do not feel that any compensation is due to her and our decision is final.
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]

November 16, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]We have completed the investigation [redacted] complaint regarding her...

dissatisfaction with the problems she encountered with service appointment scheduled for the repair of her washer and her request for laundry reimbursement.Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced when our technician did not arrive for the scheduled appointment.  We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.According to our records, the washer was repair was completed on October 29, 2015.  The technician’s notes indicated that he cleared coin trap and pump.  For customer satisfaction, on November 16, 2015 we issued a $27.00 bank check to [redacted] for laundry reimbursement.  [redacted] should receive the check within 10 business days.  With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]

March 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction...

with the delay in receiving the gift card she was offered due to the problems she encountered with the exchange of her treadmill. Upon receipt of [redacted] complaint we researched and discovered that the $200 gift card was processed on March 8, 2016. However, due to a system glitch it was listed in pending status and it had not been released. On March 23, 2016 we manually processed the gift card and [redacted] should receive it via email within 48 hours. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Initial Business Response /* (1000, 13, 2015/09/15) */
September 15, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]

Dear Ms.[redacted]
We have completed the investigation of Mr[redacted] complaint...

regarding the minimum fee he was charged once he ended up declining our estimate.
We would clarify that whenever our customers call to schedule a service call, they are informed that for $95.00 we will come out and give them a detailed estimate for part and labor to repair their appliance. If our estimate is accepted, then the customer is only charged the cost for the labor (which is based on job codes that incorporate our expenses to provide in-home services) and the cost for any parts that are needed. If our estimate is declined, then it is noted that the customer would be responsible for our minimum fee as that covers our expenses to provide an in-home diagnosis. When Mr[redacted] son signed off on the estimate the receipt would also have shown that this minimum fee is not refundable.
Furthermore, we do not give estimates over the phone. However, sometimes when pushed our call agents will try to speculate on possible costs. In Mr[redacted] case, the retail price of the cook-top was $564.59. Unfortunately, depending upon the size of the cook-top and the complexity of the configuration, the price can vary widely particularly as we work with OEM sourced parts. Since Mr. [redacted] called in and canceled the repair before we installed the part, he was entitled to receive a refund of all monies that were pre-paid less the non-refundable trip fee. Accordingly, once we verified that the part was intercepted and returned back to the warehouse, a refund was issued on August 13, 2015, for $512.51 back to the Visa ending in[redacted]. As a conciliatory gesture only, and not as an obligation, we would be willing to meet Mr. [redacted] half way and refund half of our normally non-refundable minimum fee. To do this, we would need him to call or email us his Visa card number again, as it is no longer accessible in our system (we do not need the security code or expiration date). Once received, we would process a refund for $47.50 back to that account. I can be reached via email at [redacted]@searshc.com or via phone at XXX-XXX-XXXX. In the interim, since we have explained that the fee was in fact agreed to, particularly by the person that accepted our estimate, and yet as a courtesy we are willing to provide a partial refund of that fee in order to provide Mr. [redacted] with some closure on this issue, 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]
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: [redacted]@searshc.com

February 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 a recent purchase.            In accordance with Mr. [redacted] request, a credit for $25.50 was issued to his account. This credit should reflect within 3-5 business days. We want to take the time to apologize to Mr. [redacted] for any inconvenience this issue may have caused him and assure him that we appreciate his patronage. That said, given the aforementioned information, we have closed our file.    We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

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

[redacted]   Dear Ms. Virghes:   We have not fully completed our investigation of [redacted] complaint regarding service experience.   We apologize for the delay in responding to this complaint. We are currently waiting contact with [redacted] regarding the recent service at this time. We are waiting the report for the service department after they have been able to speak with [redacted]. In the interim, we have left messages and request [redacted] contact the unit directly at [redacted]   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 [redacted]

Initial Business Response /* (1000, 9, 2015/07/06) */
July 6, 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...

the [redacted] TV she purchased from [redacted]
Our records indicate that Ms.[redacted] purchased her television on February 16, 2014, and it had a one-year manufacturer's warranty that expired on February 16, 2015. Within that warranty period we also show that she brought it in for service one time on July 21, 2014. We replaced the DVD assembly and Ms.[redacted] subsequently picked up the repaired unit in August of 2014. From that time until the warranty expired in February of 2015, we do not show Ms.[redacted] voiced a concern over the repair or even attempted to have any previous repairs corrected. If the repair we provided did not correct the issue then it was Ms. [redacted] responsibility to notify us of this within a reasonable period of time. To wait almost a year later, and several months after the warranty expired, would not be considered reasonable. Unfortunately, since the TV is no longer covered under any warranty, any repair would be at Ms. [redacted] expense. She is also welcome to contact the manufacturer of her TV since Sears was not the manufacturer nor the obligor under her warranty. At this time, since we have explained that Ms.[redacted] did not bring the TV back within a reasonable period of time, even though she says the repair provided was never effective, and this is why we are unable to honor her requested resolution; we have closed our file.
We apologize to Ms.[redacted] 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]
Team Manager, Regulatory Complaints
Direct Line:[redacted]

December 1, 2016
[redacted] Our File No: [redacted] Revdex.com File No: [redacted]
Via: 1st Class US Postage
Via email: [redacted] Dear Ms[redacted] This letter serves as a response to your rebuttal letter dated 11/16/2016, in regards to your concerns with the bathroom job that was completed on 1/2/2015. While I understand that you disagree with the decision that has been made, it is the correct decision based solely upon the facts surrounding your contracts, installations and completions. On 8/6/2016, we successfully made the warranty repairs as well as removed and reinstalled a different style of toilet, for customer satisfaction. This was done to satisfy your requests as you were not pleased with the toilet that was contracted and installed correctly. You singed a service work order which states you certified the work listed had been completed to your satisfactory. I have enclosed a copy for your records.
The leaking pvc pipe was not a result of the original installation. If it had been a workmanship issue it would have leaked from the time of install. SHIP was not made aware of any leaks until 11/14/2016. As previously suggested, please contact a local carpenter or plumber of your choices to address any issues as the original workmanship warranty has expired. Additionally, you may want to contact your homeowners insurance regarding the damages as this may the result of normal wear and tear.
At this time, our file remains closed and will not be reopened. There will be no further offers or actions taken at this time as we have fulfilled our contractual obligation. On behalf of SHIP, please know that we value you as a customer and appreciate your patronage. We regret any and all frustrations that you have experienced and that you are dissatisfied with our decision. Please feel free to contact the Regulatory Department directly if you have any additional questions.
Sincerely,
[redacted]
Enclosed (1)
cc: Revdex.com

November 7, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]    [redacted]We have completed our investigation of [redacted]
complaint regarding a...

recliner he ordered recently. We have spoken with Assistant Manager [redacted], and he
assured us that this matter has been resolved. [redacted] arranged for the correct
recliner to be delivered as an exchange at no additional cost to [redacted].
[redacted] is welcome to contact [redacted] during normal business hours at [redacted] if there are any further concerns. However, [redacted] indicated that
this resolution met with his approval; therefore, we respectfully ask that this
matter be considered 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]

May 23, 2016
 
0pt" class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted]’s complaint regarding the repair of her mower.
 
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to [redacted], Carry-In Customer Escalation Team Lead, who states the following:
 
I have spoken with Mr. [redacted] and explained I will not be refunding his money for the mower but we do owe him for the missing parts so I have ordered the parts and am having them shipped directly to him.  That being said, because we have come to an agreed upon 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,
[redacted]
Regulatory Complaints Specialist
[redacted].[redacted]@searshc.com

October 26, 2015
Ms. [redacted]
Our File No: [redacted]
Revdex.com File No: [redacted]
Via: UPS/Signature Required
Via Email: [redacted]
Dear Ms. [redacted]
This letter...

serves to confirm that Sears Home Improvement Products (SHIP) is willing to credit your Sears/Citi account in the amount of $450.80 for the gutter guards and door wrapping. As to the siding you feel needs to be replaced, as I mentioned in my email to you, we can't do this for a couple of reasons. As the piece of wood that was placed under the house is not part of the structure of the house we cannot put siding on it. Additionally, we would not want to side anything that could block the air flow under the home.
Please call or email me to let me know which of the following options you would like to pursue:
Resolution 1 - Do you have any leftover pieces of siding? If so, please get an estimate for a handyman or siding installer to install anywhere you deem necessary. We will review the estimate toward possibly paying for the service.
Resolution 2 - If you do not have any leftover pieces of siding, we can order some at no cost to you and again have you get an estimate for installation. This option will take a few weeks for the siding to be ordered and received by our [redacted] office.
Resolution 3 - In lieu of siding over the piece of wood, you may want to have this painted. If so, we will pay for the paint and reasonable labor to paint it.
Please understand that this offer is being made as a gesture of customer service. We have completed our contractual obligation but also want to attempt to satisfy you. If I do not hear back from you within 5 days of the date of this letter I will close my file.
Thank you for your time, effort and patience during the investigation process of your complaint. If you have any questions or additional concerns, please contact me directly at [redacted] extension [redacted] or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via website

[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 Sears Delivery Solutions.           [redacted], Sears Delivery Solutions, Support Specialist provided the following response: It is my understanding that the damage claim has been closed and I was informed that the door has been repaired. The refrigerator has been picked up and a new one was delivered on January 26, 2016. If I can be of any assistance to Ms. [redacted], she can reach me at [redacted]    That said, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

December 17, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted] [redacted]
[redacted]We have completed the investigation of [redacted]
complaint regarding his recent...

online order.It is unfortunate that we failed [redacted]
expectations when he recently attempted to cancel his order. We value [redacted] patronage and 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 found that a refund of $84.21 had been
processed on December 5, 2015. For [redacted] records the refund receipt
number is [redacted] 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 SpecialistSears Holdings Corporation

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.
However a solution for the watch has been very slow, and I don't think I'll receive one after all.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/07) */

[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...

Sears Home Services.
[redacted] Sears Home Services, Service Supervisor provided the following response:
During a service call completed on August 5, 2015, a Sears Home Appliances technician installed a new electronic control board into Mr.[redacted] washer. Once reassembled the washer was tested and was found to be operating as expected. Since we have completed the repairs to Mr.[redacted] washer, 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 Consumer Rebuttal /* (3000, 8, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sears simply delayed response until a delayed repair could be made. We are out a lot of money due to having to go to a laundromat because the washer was broken for nearly 2 months. Sears is a poor company with a manipulative attitude toward repars. They are the epitome of 'the left hand doesn't know what the right is doing.'
Final Business Response /* (4000, 10, 2015/08/10) */

[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] rebuttal regarding Sears Home Services.
[redacted] Sears Home Services, Service Supervisor provided the following response:
We value Mr.[redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that his concerns were forwarded to my office for review, so future problems of this nature can be averted. Sears was unable to provide a response to the Revdex.com until the service call was completed, that occurred on August 5, 2015. We sent our update to the Revdex.com two business days later. Since we have noted the completion of the repairs/preventative maintenance check to Mr.[redacted] washer/dryer, 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]

Complaint: [redacted]
I am rejecting this response because:
I still do not feel I should have to keep a mower that I mowed with twice and then did not work but I understand based on all the other complaints I have read that Sears could care less about their customers.  I have owned this mower for 4 months now and thanks to Sears poor service have managed to mow my grass three times. 
Also in response to their statement that they so kindly replaced my battery - had their technicians that repaired the mower not left my key in the on position the battery would not have needed to be replaced.  And their statement that the cut our grass leads you to believe they cut our lawn for us as a courtesy - I can assure you they did not. 
I understand that my rejecting this response will do absolutely nothing as I said previously Sears could care less about their customers but you can rest assured they will never receive my business again and I will continue to make sure everyone I know and come in contact with is aware of their horrible business practices. 
I would like to thank the Revdex.com for providing me with the means to make this complaint and had I went on your website when I was researching mowers I would have read all the complaints submitted against Sears and would never have purchased the mower.
Sincerely,
William [redacted]

On December 1, 2016, I placed an online order (#[redacted]) for a vacuum cleaner air filter to be delivered to my local Sears store for pickup. On the same day, I received an email from Sears that said my order was ready for pickup. On the evening of Dec. 1, I visited the store to pick up the filter. The associate said there were no filters in stock, but that a new supply would be delivered by truck on Tuesday, Dec. 6. On the afternoon of Dec. 6, I called the store to make sure the filter had arrived. After waiting on hold for seven minutes, I was told that the truck had made its delivery that morning, but that no air filter had been delivered. I then visited the Sears corporate website and chatted with an associate. I explained the situation to her. She then emailed me two notifications that said my filter was ready for pickup. She told me to visit the store to pick it up. I told her that I had just spoken with an associate at the store. He had told me there was no filter to pick up, so I wasn't going to make a second wasted trip to the store to pick up an air filter that wasn't there. She then gave me the Sears escalation service line: 800-[redacted], Option 5. I called that number. The person at Option 5 told me that she would connect me to the department that handles online orders. She then disconnected me. I would like to know what I need to do to get the air filter that I ordered last week.

[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 Ms. [redacted] complaint regarding Sears Home Services and repairs to her dishwasher. Our service records indicate that on January 27, 2016, a Sears Home Services technician installed a main control board into Ms. [redacted] dishwasher. After the board was installed the dishwasher was tested and was found to be operating as designed. There have been two subsequent calls where our technicians have noted that the unit is operating properly. It is important to note that the water at Ms. [redacted] home was tested and was found to be hard. Hard water will hamper the washability of any dishwasher. The most visible (and annoying) effect of hard water is actually on dishes and utensils. The cloudy white residue left on glasses and silverware is actually from hard water salts, which are left behind when the water evaporates from the dishes. There are a number of ways to both remove and prevent hard water deposits. You can remove hard water buildup in your dishwasher by adding vinegar to the rinse aid compartment. There are some over the counter products that can assist with hard water; Lemi-Shine is a popular product which has been used with great results. Per the Master Protection Agreement (MPA) a covered item is eligible for replacement once there have been 4 completed service calls in a 12 month period where functional parts have been used. Since the dishwasher does not qualify for replacement per the aforementioned criteria, we will not be replacing the dishwasher. Since we have noted our response to Ms. [redacted] complaint, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]