Sears Holdings Corporation

September 21, 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 dissatisfaction with the customer service provided when he called to inquire about his scheduled service appointment for his tractor.
Upon receipt of Mr. [redacted] complaint we reviewed the service order notes and the case notes related to the tractor repair appointment. Our records indicate that on August 20, 2016 Mr. [redacted] requested service on his tractor and the service appointment was scheduled for September 15, 2016 from 8am – 5pm. On September 14, 2016 Mr. [redacted] called in to inquire about his scheduled appointment for the following day. We informed Mr. [redacted] that his scheduled appointment was set for September 15, 2016 from 8am – 5pm. Mr. [redacted] claimed that he was told he would be first appointment of the day at 8am. We informed him that a request for a specific arrival time can be submitted, but it is not guaranteed. Mr. [redacted] stated that he received an email confirming an appointment from 8am – 12pm. We explained that our system indicated a time frame of 8am – 5pm, but if he received an email with a 4 hour window time frame, then our routing department was able to narrow the scheduled time for his service appointment. Mr. [redacted] was adamant that he was told that the tech would arrive at 8 am. Our associate noted that the conversation was going in circles and that he had to disconnect the call. We can assure Mr. [redacted] that we submitted his complaint to management and any variance from our accepted business practices and policies will be addressed. We also apologize if he was misinformed regarding the technician’s arrival time since we can only submit a request to our routing department, but a specific arrival time is not guaranteed.
On September 15, 2016 our technician arrived at 11:15 am, which is within the time frame that Mr. [redacted] was emailed. Our technician assessed the tractor and has ordered the necessary part to complete the repair. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Mr. [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.
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]

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

George [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with his Kenmore washer and his request to receive a replacement.   It is important to note that the Master Protection Agreement states that a replacement will be authorized if we are unable to repair the product due to unavailable functional parts. The No Lemon Guarantee states: NO LEMON GUARANTEE. In accordance with the foregoing provisions, at your request we will replace your Covered Product under this MPA after three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us. 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. Mr. [redacted] has had no mechanical faliures of this washer.   Mr. [redacted] has a Top Loading High Efficiency Low-water washer. While the analogy of a car might not be totally appropriate, all things mechanical require proper occasional maintenance and the use of specific types of products to keep them running properly. A washer is a piece of mechanical equipment that requires regular monthly maintenance. The exact monthly maintenance actions are detailed on pages 13 and 14 of Mr. [redacted] owner’s manual. There is also a Troubleshooting section in his owner’s manual that specifically addresses the issues Mr. [redacted] is experiencing and all are customer usage issues.     With that being said Mr. [redacted] is correct that there have been several service orders in the last 90 days all have been customer instruction issues. It was found that Mr. [redacted] has been over loading his washer and using too much soap. It is important to note that Mr. [redacted] has been instructed to use only High Efficiency Low Sudsing laundry soap which again is listed in his owner’s manual. Our service technicians have found no mechanical failures with the washer despite multiple diagnostics. It was also found that the machine has an excess of suds buildup on its components this is due to not using High Efficiency Low Sudsing laundry soap. Not only will improper soap usage cause buildup on the components of the washer but it will also leave undissolved soap on the clothes which is the white residue Mr. [redacted] is seeing. It is our conclusions that if Mr. [redacted] continues to use the incorrect soap as well as incorrect loading he will continue to see the same problems. We recommend that Mr. [redacted] follow the instruction regarding the monthly cleaning and maintenance for his washer that is listed in his owner’s manual starting on page 13. Depending on how long the washer has been run without the monthly maintenance and the improper soap it can take several washer cleaning cycles before all the buildup is dissolved.   Since we have explained that Mr. [redacted] washer issues are due to his improper use as stated in his owner’s manual we will not be honoring his request for a replacement and have closed our case.   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,   Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted]@searshc.com

October 31, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Terry [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted] rebuttal to our response regarding his dissatisfaction with the problems he encounters when he attempts to cash his checks at the Kmart Store.
Our check cashing services work fine in most instances for most of our customers and it provides them with a service they might not otherwise have access to. However, there is a lot of liability that is inherent in providing check cashing services, and unless the transaction is verified properly we are not willing to take on even further liability for a service that we are under no obligation to provide. As a courtesy only for failing his expectations, we already provided Mr. [redacted] with $100.00 in compensation. If he still chooses to use our check cashing services after we have already informed him that there will be issues at times, then that is his choice; but we would not offer him compensation each time for something he chose to do while knowing the possible consequences. The fact is that if we cannot meet Mr. [redacted]’s needs, then we suggest he should cash his checks elsewhere. Then he would not need to worry further about any system problems that might inhibit his ability at times to cash a check. We respectfully ask to have this matter closed at this time.
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 Claims Specialist
Sears Holdings Corporation
[redacted] matilda.[redacted]@searshc.com

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Melvin [redacted] #9456[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding charges incurred...

during a service call to service his garage door.
Thea [redacted], Sears Garage Solutions, Sr. Quality Control Manager Provided the following response:
After receiving the complaint filed by Mr. [redacted], I called and spoke to him about the chargers. I explained that he was charged accordingly. Our line disconnected as I began to offer him 10% off of his service for inconvenience, but I have not been able to reach him since our conversation earlier. That said, if Mr. [redacted] would like to discuss his complaint further, he can contact me at 703.[redacted]. 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

March 29, 2016 [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted]       [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding the charge for a recent service call on snow thrower and his request for a refund of the diagnostic fee. At the time [redacted] called to schedule service through Sears Home Services, he was apprised that since his snow thrower was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $109.00.  It was further explained to [redacted] that if he proceeded with the repair, he would not be charged separately for a diagnostic fee; rather, the cost would be incorporated into the labor charge. [redacted] accepted the estimate and the cost to repair his snow thrower totaled $266.93.  The labor cost was $170.72 (discounted 20% from $196.00); the cost of the part was $96.21.  [redacted] is not due any refund as the labor cost included the diagnostic fee.  The only time the diagnostic fee is an independent charge is if the estimate is declined.  Below are screen shots of the monetary screen and job code screen showing the cost breakdown for the repair and the labor cost to replace the carburetor. Customer :  [redacted] Coverage :  CC  Customer Charge                    Service order # :  [redacted]                               Parts                      Service        Ref No. : [redacted]                                        Subtotal                 88.37                     196.00     Disc 57   (%     )      0.00                         0.00     Coupon 58 (%     )   0.00                       39.20   Associate (%     )     0.00                         0.00   Net                        88.37                      156.80   Allowance:      0.00   Tax                          7.84                        13.92   Tax Exempt #   Pre-paid amount                                     0.00   Grand total            96.21                       170.72      Total     266.93 Payment **  [redacted]   Exp        Auth [redacted]   Amount     266.93 Customer :  [redacted] Mdse code:  [redacted]                        Service order # :  [redacted] Job Code    Job Code Description       Call Date   Price     [redacted]     Carb Replace                      03 18      196.00    **      * We apologize for any misunderstanding [redacted] may have experienced, but he was charged correctly; therefore, no refund will be provided.  As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist

November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]  [redacted]       [redacted]We have completed the investigation of [redacted]...

[redacted] complaint
regarding her recent order.   Unfortunately, we have no process in place at
this time to issue refunds in the form of e-gift cards. However, it is a good
suggestion and something we will consider adding in the future. That said, we
want to apologize to [redacted] for what occurred with her order. A gift
card for $95.00 was issued on November 11, 2015 and she will need to allow 7-10
business days for it to arrive. [redacted] account was also
credited $38.84 on November 10, 2015. In light of the aforementioned
information, we respectfully ask that this matter remain closed.  Again, we apologize to Ms. Kostielney and appreciate
the opportunity to address this matter. Please feel free to contact me if you
have any further questions or concerns.Sincerely,[redacted]t [redacted]

[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 stove.   [redacted] Sears Home Services Customer Advocate provided the following response: Sears Home Services completed the repairs to Ms. [redacted] range on January 25, 2017. I contacted Ms. [redacted] after service was completed and was told that the range was operating sad designed. If I can be any additional 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]

January 25, 2017   [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 refrigerator and his request to have the unit replaced under his Repair Protection Agreement (RPA).   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. After reviewing the notes in Mr. [redacted] service orders, our office authorized a replacement for customer satisfaction.  Per the terms of Mr. [redacted] repair agreement, he was authorized the maximum amount, $1,500.00.  Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist him.  Mr. [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization.  The new refrigerator will be delivered at no charge and the old unit removed.  The remaining RPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty for one-year and then provide additional coverage until July 1, 2018.  Additionally, our records show that a food loss check for $200.00 was processed on January 23, 2017, that Mr. [redacted] should receive in the next two weeks. With that said, since we are providing Mr. [redacted] with an equitable resolution, 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 29, 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 dissatisfaction with the quality of the tractor and the problems he encountered when he attempted to return it.
It is unfortunate that we failed Mr. [redacted] expectations when he recently purchased a new tractor. We value Mr. [redacted] 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 at the store. 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 customer service further.
On July 29, 2016 we contacted Mr. [redacted] and processed his request to return the tractor. The pick-up is set for July 30, 2016 and the refund will be issued once the item is returned to the warehouse. The credit should post to his account within 5 business days. With that being said, since we have provided Mr. [redacted] with his requested resolution, 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 Complaint Specialist
Sears Holdings Corporation
[redacted]

September 2, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: # 94565217 - Vincent [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint...

regarding his dissatisfaction with the multiple repair attempts on his refrigerator and his request for an exchange.
Before going further, we would like to note that Mr. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...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". We have researched Mr. [redacted]'s service history, and under the aforementioned terms, he did not meet the criteria for replacement.
We can also understand how frustrating Mr. [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, we did make an exception and he was offered a replacement for the refrigerator. Our records indicate that Mr. [redacted] has been provided the authorization information for the replacement. Mr. [redacted] also confirmed that he received the $250 food loss reimbursement and $50 reimbursement for the ice he purchased. With that being said, since we have addressed the issues 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

February 16, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   [redacted]  [redacted]   Dear [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent orders.   Upon review of the issue, it does not appear that there was an issue with inventory. What we were able to determine was that there was an issue with the payment method used and the order was canceled by our fraud review department. This could have been due to the phone number, name, address or email address not matching the card payment billing information. The account used was never charged for any of the orders. We did however offer to provide Ms. [redacted] with 7,000 Shop Your Way Rewards account points as a courtesy and she accepted. Additionally, she was offered 10% off of a new order. We apologize for any inconvenience Ms. [redacted] may have experienced, but these measures are taken for the protection of our members to prevent issues with identity theft and fraud.  In light of the aforementioned information, we respectfully ask that this matter be considered closed.   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]

December 9, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  #10981981–Bryce
[redacted]      Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]...

complaint
regarding a TV he wanted to purchase.   We want
to first of all apologize for the manner in which Mr. [redacted] call was
handled. However, the TV he mentioned was sold on the Outlet portion of our
website. Items on this set are unique in that they are either floor model,
previously used, or refurbished and that is why the price is greatly reduced. Items
on this portion of the site are sold on a first come, first serve basis. If Mr.
[redacted] did not place his order online and secure the item while it was available,
then we are not responsible for replacing it with another item. It is not available
at Mr. [redacted] local store any longer so another consumer must have placed their
order to secure it. As a courtesy, we are willing to discount the price of another
TV purchased from our site by 10%. If Mr. [redacted] wishes to accept, he may email
the new order to my address number and the discount will be applied.  We 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   [redacted]@searshc.com

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

coverage of her Master Protection Agreement (MPA) for her TV.
Upon receipt of Mr. [redacted]s complaint, we found that he had previously been in contact with Ms. [redacted] from the Protection Agreement Benefits Association ([redacted]). Ms. [redacted] purchased her MPA on September 3, 2015. As stated in the contract all items must be in working ordered at time the MPA is purchased and the item is covered at the time of purchase. Often we will suggest the customer have a maintenance check scheduled at the time of purchase to confirm there are no preexisting conditions, if one is found then the item would not be covered for that issue. When our service technician arrived for service on September 30, 2015 he did find that there was a preexisting condition and that repair would not be eligible for coverage. The technician was correct in stating she could have the MPA cancelled and receive a full refund.
That being said Ms. [redacted] from [redacted] did cancel Ms. [redacted] MPA on October 8, 2015 and refunded the full amount of $85.37. Ms. [redacted] also stated that Ms. [redacted] was provided a gift card in the amount of $150.00 for customer satisfaction reasons. If Ms. [redacted] is still in need of assistance she can contact [redacted] at [redacted] option 4. Since we have refunded Ms. [redacted] for the Master Protection Agreement and it is our understanding that this resolution was acceptable to Ms. [redacted] we have closed our case.
We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
[redacted]@searshc.com

February 24, 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 Mr. [redacted] complaint regarding his dissatisfaction with multiple pending charges for his cancelled sears.com order.   It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter.  His concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, refunds of $227.17, $215.81, and $227.17 were issued to Mr. [redacted] credit account ending in [redacted].  Our records indicate that Mr. [redacted] filed a credit dispute with his credit provider; therefore, any invalid charges that may exist will be reversed by them and Mr. [redacted] will not see any further refunds directly from Sears for this order.  At this time, we can only reiterate that we truly regret any inconvenience he may have experienced.  We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and no further resolution can be offered considering the aforementioned circumstances.   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]

October 10, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:       [redacted] [redacted]   Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding the technician arriving outside the estimated service window.   Upon researching Ms. [redacted] complaint, we found that two service calls were scheduled for a 10:00am to 2:00pm timeframe.  Our records show that the technician arrived at 3:32pm on September 20, 2016, which is over an hour and a half outside the estimated service window. On the date of the second service call, October 6, 2016, our records show that the technician arrived at 1:57pm, which is barely within the estimated service window. While we empathize with Ms. [redacted] and we apologize for any inconvenience this may have caused her, we would like to clarify that the service windows provided at the time of scheduling are not guaranteed due to the unexpected nature of the repair industry.  Although we strive to arrive at our customer’s homes within the expected service window whenever possible, extenuating circumstances sometimes arise to prevent us from fulfilling these expectations.   Occasionally a technician can arrive late, and on even rarer occasions, arrive early.  Our Routing department should have notified Ms. [redacted] when it became apparent that the technician would not be arriving as scheduled; we sincerely apologize that we failed to uphold our service promise to Ms. [redacted].  We would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network.  With that said, since we have completed the service to Ms. [redacted] refrigerator and documented her concerns with the repair process, we ask to have this matter closed.   Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter.     Sincerely, [redacted] Regulatory Complaints Specialist

April 18, 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 the bill she received for services on a water heater.
 
We would first like to clarify that the bill in question is not from a service from 2013; instead it is from a service call visit on August 31, 2015, completed on September 1, 2015. At that time the technician installed a part valued at $240.01 and collected just the labor of $176.00. When the technician closed out the ticket, he showed the labor collected, but he did not transfer the cost of the part to the manufacturer. This meant that when the call was audited at a later time, it appeared that [redacted] owed for the cost of the part when in fact she has a 12 year exceptional parts warranty on her water heater that covers both the tank and any parts for 12 years, but does not cover labor costs. We contacted our billing department and her account has now been updated to reflect that no monies are due. We would also note that our collection division does not report to any of the three major credit reporting agencies, so this bill would not have had any effect on [redacted] credit report. With that said, since she should not receive any correspondence related to this debt dated after today, and if she does she is welcome to contact me via email or phone for further assistance, 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]
Team Manager, Regulatory Complaints
[redacted]

I purchased a refrigerator at the end of April in 2014. The fridge stopped making ice and freezing my food at the end of October. The technicians show up late and refuse to listen to the problem I am having. They just wanted to fix the ice maker which I tried to explain couldn't get water because the fridge is too cold. So they replaced the door for the ice maker and then ordered parts for an ice maker. I finally got someone to listen through an email after many phone conversations to a custom service case manager line. Now they will replace my fridge with a different model but it can only be upto what I paid $1799 for a $2600 refrigerator. So I can't even come close to the level of a fridge I have without paying extra. They won't give me my model as an exchange unless I pay the difference on that one too. Now I have waited almost two weeks for a new fridge to be delivered and just was told its delayed 2 more weeks. I will never purchase a large appliance from Sears again.

May 19, 2016 [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to a recent service call for her dishwasher.  We do not take these matters lightly and we sincerely regret any frustration we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we reviewed the notes in her service order regarding her dishwasher.  It appears that the technician could have coded Ms. [redacted] service call as a trip charge; therefore, we have submitted a refund request for $90.00.  Ms. [redacted] should see a credit post to her [redacted] account ending in [redacted] in the next seven to ten days.  With that said, since we have documented Ms. [redacted] concerns with her recent service call and processed her requested refund, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist

Nita [redacted] Revdex.com
font-family: Tahoma, sans-serif;">330 North Wabash Ave, Ste. #2006 Chicago, IL  60611 Re: Laura [redacted] #11027511 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding damage to her home allegedly caused by her home air conditioning system.   Ms. [redacted] is aware that Sears referred her damage claim to our third-party claims administrator Sedgwick for further review. Once Sedgwick opened the claim, [redacted], it was assigned to Claims Examiner Bryan [redacted] for handling. Mr. [redacted] can be reached at [redacted] during normal business hours or via email at [redacted]@sedgwickcms.com. For clarification, Sedgwick 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 Sedgwick’s actions. Their decision is immutable. Since we have provided Ms. [redacted] with the information needed to follow up on her claim, we respectfully request 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 Specialist Sears Holdings Corporation 800-762-3049 ext [redacted]

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

align="left">    Re: Stephanie [redacted] #10993034 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her dryer. Sears Home Services records indicate that a technician was dispatched to Ms. [redacted] home on Saturday, December 26, 2015, to diagnose a noise coming from her dryer. The technician assigned to the call noted that while at the home he identified that the heat shield over the burner was found to be rattling. The heat shield was adjusted to stop the noise. If Ms. [redacted] has any additional concerns regarding her dryer, she can contact JoAnn Littles at 732-256-3899. Since we have completed the service to Ms. [redacted] dryer, 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 Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com