Sears Holdings Corporation

I PURCHASED SEAR MASTER MAINTANCE PLAN ON MY APPLIANCES. MY REFIG WENT OUT AND IT HAS BEEN OVER 3 WEEKS AND THEY STILL HAVEN'T FIXED AND TELL ME IT WILL BE NEXT WEEK BEFORE THEY CAN SCHEDULE THE REPAIR. LOST OVER $750 IN FOOD. NO REFIG OR FREEZER. REPAIR SCHEDULING IS VERY UNSATISFACTORY. NOT THE SEARS & PRODUCTS OF THE PAST. WILL NEVER PURCHASE ANOTHER SEARS ITEM

November 11, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Fredy [redacted] Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding...

the problems he encountered with the warranty exchange of his weed wacker.
It is unfortunate that we failed Mr. [redacted] expectations when he recently requested a warranty exchange of his weed wacker. 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. 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 that the unit was deemed uneconomical to repair on October 14, 2016 and Mr. [redacted] was authorized for a warranty replacement. Unfortunately, the same model was not available and the store informed him that it was ordered and he would be contacted when it arrived. We contacted Mr. [redacted] and he confirmed that he has received the warranty replacement. He reiterated his frustration that no one would return his calls. We apologized that the store did not contact him with the status of his order. Since the unit was on back order, he should have been notified with the expected arrival date. We also apologize that when he called our 800 number he was misinformed that the warranty exchange could be ordered over the phone. As clarification, all small lawn and garden items can only be exchanged at the store. We assured him that his feedback would be sent to management for review and it would be addressed internally. With that being said, since the warranty replacement has been issued, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

November 28, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]We have completed the investigation of [redacted] complaint regarding her...

recent online order and her non-receipt of a refund.We would first like to apologize for any inconvenience [redacted]
may have experienced. We can assure that her concerns have been forwarded to
management for review so that future problems of this nature can be
averted.  With that said, we would like
to note that our system is automated
and processes orders almost immediately after you click the "Process
Order" button in Checkout. Therefore, it is not possible to cancel an
order before it is fulfilled. After reviewing the notes in [redacted]’s
order we found that Sears Online advised her to refuse the delivery/shipping so
that the product would be returned back to the warehouse. Other options would
be to mail the order back after it has been received it or return the
merchandise to the local Sears store. Additionally, orders with a status of
"Processing" cannot be canceled. When the status changes from
Processing to Shipped, it means that the order has left Sears’ distribution
facility and is on its way to the carrier regional distribution center. In [redacted] case, the order was returned on November 20, 2015, and a refund of
$83.29 was credited back to her [redacted] account ending in [redacted] on November 25,
2015. In the interim, since a full refund has been provided, we
respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter.  Please feel free to contact me
if you have any further questions or concerns. Sincerely,  [redacted]Regulatory Complaint SpecialistSears Holdings Corporation

November 11, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]–Christopher B. [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted] complaint regarding a billing discrepancy.   According to our records, it does appear that there was a processing error and the refund portion for the washer did not reflect. We have since corrected that issue and we apologize for the delay as well as any inconvenience Mr. [redacted] may have experienced as a result.   A review of our receipts reveals that Mr. [redacted] received a credit for the $69.99 delivery fee on October 4, 2016. On that same day there was also a $53.50 adjustment provided from the price of his dryer as well. The new dryer Mr. [redacted] selected was priced at $374.49 versus the $599.99 he had paid previously and minus the $53.50 discount mentioned above, the resulting difference due to him would then be $175.50 plus $38.50 tax. As such, a credit for $214.00 was issued once the original item was returned to our warehouse. The discrepancy then is the difference between the washer costs that was not refunded. The old washer was also priced at $599.99, but the new washer sold for $499.99 so the difference of $100.00 plus tax needed to be issued. A credit for $107.00 was issued to Mr. [redacted] Visa account on November 7, 2016. This credit should reflect in 3-5 business days. Once this credit reflects, a total of $390.99 will have been issued to Mr. [redacted] account and according to our records that is the correct amount. However, should Mr. [redacted] have any remaining concerns, he may contact me at the email address listed below during normal business hours. In light of the aforementioned information, we respectfully ask that this matter be considered closed.     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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [redacted] Tammie.[redacted]@searshc.com

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

refrigerator.After reviewing the service history and discussing the issue with our service department we confirmed that [redacted] is still having the same issues with her refrigerator therefore we have authorized a replacement of the refrigerator. We are waiting a call back from [redacted] to confirm the replacement process and her selection. Once we have the selection we will complete the replacement process. At this time we are waiting for [redacted] to contact me directly and she has been provided my direct contact information. At this time we have closed out this complaint.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]
[redacted]

October 20, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL  60611
class="InsideAddress"> Re:  #1[redacted]25–Lachelle [redacted]    
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted] complaint regarding her screwdriver set.    
 
We were not able to find a record of Ms. [redacted] screwdriver set purchase and it was not linked to her Shop Your Way Rewards account. However, we have added $20.00 worth of points to her Shop Your Way Rewards points. Since we have granted Ms. [redacted] request, 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,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
 
 
e...

I purchased through Sears.com on 11/23/15 a 4 panel room divider. It said that I would receive the item before Thanksgiving however: when I clicked (submit order) it then said that I would not get it until Dec. 07 I did not want to wait that long ,so I decided to cancel the order to see if I could get the item elsewhere. Then come to find out there is NO option to cancel on their website so I had to call. I got someone with a deep accent that the language barrier was almost unbearable. I explained that I wanted to cancel he said that it had already gone through and that it went to a 3rd party and that he would email the merchant and let them know to cancel. I explained that no where did it state it was going through a 3rd party. He then ensured me that it would be cancelled and I would receive an email stating that it had been canceled.
The next day I noticed that I was charged for the item and I did not receive the email of the cancellation. I called back and was told that the merchant had sent the item any how and claimed they did not receive the cancellation request.

I got upset and asked for the merchant's number. I called the merchant only to get voicemail and didn't receive a call back until 2 days later. (Eugene )the merchant and Jerry a supervisor from Sears said to just refuse item when it comes and my money would be refunded. I did just that however; I still have not received my money back or a cancellation email and it has been almost 2 weeks. I have made a total of 12 calls to try to get this resolved and am now being told that I still have to pay for shipping for an Item I asked to be cancelled in the first place. I am a single mother and now money has been taken from me by this scam of a place. Who would have thought that Sears such a well known and respected store could treat its customers like this. This is a crime and so surreal. I now have to spend money on a lawyer to get this resolved I see.

September 27, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – George R. [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled washer and dryer purchase and delivery.   It is unfortunate that we failed Mr. [redacted]’s expectations when he recently purchased a washer and dryer with delivery service from Sears. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted.  As a result of this action, Robert [redacted], Assistant Manager for Sears Store number [redacted], contacted Mr. [redacted] in reference to his concerns.  At that time, he invited Mr. [redacted] to return to the store for the refund he requested.  Mr. [redacted] accepted this offer and indicated that he was satisfied with this resolution before leaving our store.  At this time, we can only reiterate that we truly regret any inconvenience he may have experienced.  We respectfully ask to have this matter closed, since we have noted Mr. [redacted]’s comments and the requested resolution has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-[redacted] Ext. [redacted]

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

purchase. District Manager [redacted] provided the following
response:   [redacted]s has received a refrigerator with no blemishes on it and we also offered
to provide her with a$50.00 gift card as a courtesy, which she accepted. We appreciate
[redacted] patronage and apologize for any inconvenience she may have experienced
as a result. Should [redacted] have any further concerns, I ([redacted] may be
contacted at [redacted] during normal business hours. Since [redacted]
indicated she was satisfied with this resolution, 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]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]

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

Jeffrey [redacted]   Dear Ms. [redacted],   We have comp*eted the investigation of Mr. [redacted]’s comp*aint regarding his dissatisfaction with his service experience.   It is unfortunate that we fai*ed Mr. [redacted]’s expectations washer repair. We va*ue Mr. [redacted]’s patronage, but can understand how the series of events noted in his comp*aint has caused him to *ose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future prob*ems of this nature can be averted. Our records show that there was a de*ay in receiving the parts needed to repair his washer as we** as the unfortunate incident of when parts did arrive they were damaged. Mr. [redacted]’s Sears App*iance warranty was cance**ed at his request and he was refunded a** payments made on the warranty. We understand that Mr. [redacted] has decided to not continue with repairs and wi** be rep*acing his washer. Since we have cance**ed and refunded Mr. [redacted]’s warranty we have c*osed this case. If Mr. [redacted] is in need of additiona* assistance he may contact me direct*y via emai* at Vanessa.*.[redacted]@Searshc.com.   Again, we apo*ogize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter.  P*ease fee* free to contact me if you have any further questions or concerns.   Sincere*y,  Vanessa *. [redacted] Regu*atory Comp*aint Specia*ist Sears Ho*dings Corporation [redacted] direct Vanessa.*.[redacted]@searshc.com

December 1, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  # 10887526 –
Beverly [redacted]  Dear Ms. [redacted]:We have
completed the investigation of Ms. [redacted]’s complaint regarding...

her
dissatisfaction at being informed that repairs needed for her mower would not
be covered under her warranty due to our
determination that the failure was due to the mower was operated with
little or no oil.Ms. [redacted] is correct that her owner’s manual states to
change the engine oil every 25 hours or season. This is listed on page 13
Maintenance. There are also several footnotes listed at that statement
indicating the following; Change oil more often if operating under a heavy load
or in high temperatures, Service more often if operating in dirty or dusty
conditions and finally to read the entire Lubrication section of the owner’s
manual. We would also like to point out that the Maintenance schedule chart
also states to check the engine oil before each use.  It is important to note that a standard mower engine can
easily last from three to four mowing seasons without excessive wear if the oil
is changed every season, and routine maintenance actions are taken.  In diagnosing mowers that are brought in for
repair, we utilize extensive yearly training that is provided to us by the
manufacturer.  This training enables us
to recognize and accurately diagnose internal engine damages.  The internal conditions of an engine leave
tell-tale signs when proper operating procedures are not followed; we just
report the facts as we find them since the evidence discovered is
incontrovertible and can vary from what our customers might tell us.  For example, tracks from dirt ingestion occur
from the failure to replace an air filter and this is evident regardless of
whether a customer changes the filter before sending it in for
maintenance.  In other words, we do not
have to see a dirty filter in order to deduce that the mower was operated with
one. In the case of improper lubrication, metal transfers
from the cylinder walls and pistons, and the overall condition of the
crankshaft and piston bearings, can be an indicator that proper lubrication was
not performed.  Additionally, oil
splatter paddles on the crankshaft are examined to see if they show the black
oily carbon deposits that would indicate that oils have been cooked because of
excessive temperatures due to lack of lubrication.  When we see evidence of these conditions, we
can conclude without a doubt that an engine has been operated under the
conditions of little lubrication or improper maintenance and this is regardless
of whether the mower had any remaining oil removed before it was brought in for
service or if new oil was added after the fact.  The engine locked up due to low or no oil being used.
The warranty for the mower
specifically notes that ''Repairs necessary because of accident or failure to
operate or maintain the product according to all supplied instructions'' are
not covered.  Additionally, the owner’s
manual notes that the oil level should be checked frequently; particularly when
operating the mower in temperatures above 80 degrees.  In addition to checking the oil, the condition
of the oil should also be checked at the same time.  There are many factors that can lead to
excess oil consumption or for the oil to “breakdown” and cease providing the
necessary lubrication and one should never assume that the oil or the oil level
is okay without verifying this.  It
is also important to note that operation of the mower in temperatures above 80 degrees can result in increased oil consumption and the most of the summer according to
the weather archives the temperatures in her area of Georgia averaged above the
mid 80’s or higher.  Additionally oil
consumption can increase dependent upon the condition of the mower and outside
factors such as the presence of a dry or dusty environment.  The reason the manual advises to check oil
levels frequently is because proper lubrication is so important and there is
always a chance that the mower may have been tipped causing some of the oil to
run out in between uses.  We would also
note that the basic oil shipped with the mower operates best in temperatures
under 80 degrees; higher grade oil can be substituted if the customer chooses
to make this decision and purchase a synthetic oil.  We are unsure as to whether Ms. [redacted] used
the oil that came with her mower or not, but we just wanted to make sure that she
knew the quality of the oil could affect the consumption and performance. With
that said, we provided Ms. [redacted] with an estimate to repair of $288.10 plus
tax to replace the engine.  since we have
provided an explanation for why Ms. [redacted]’s repairs are not covered and why
we are unable to provide her with a free repair or exchange 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,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
directVanessa.L.[redacted]@searshc.com

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611    
class="InsideAddress">[redacted]  [redacted]   [redacted]   This letter will acknowledge receipt of the above referenced customer’s follow up complaint, which was referred to our office for response. This matter has been forwarded to the appropriate Sears unit for investigation.  We are in communication with [redacted] and she has been provided with my direct contact information. Upon completion of our investigation, your office will receive a response regarding the results of our research and resolutions. Please feel free to contact me if you have any further questions or concerns.   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.   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]
class="InsideAddress">  Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding repairs for her power washer.   We understand that Ms. [redacted] is upset that she has had to have service once a year since she has owned the power washer. Our research shows that the power washer was purchased in June 2013 and we have serviced the power washer once in 2014, 2015 and again in 2016. Each of these services was on regular yearly maintenance items and was covered under the Repair Protection Agreement (RPA). In 2014 the governor spring needed adjustment, in 2015 the carburetor needed cleaning and this year the governor spring again needed adjustment. Ms. [redacted] owner’s manual has extensive instructions regarding the need for regular maintenance. Ms. [redacted] service agreement is designed to address wear and tear, and to identify and rectify other conditions that might cause future breakdown.  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 power washer is a piece of mechanical equipment with expendable and wearable parts that need inspection, lubrication and repair. We understand that the hose for the power washer was misplaced while in our care for service and we have replaced that hose for Ms. [redacted] as well as provided her with a gift card in the amount of $20.00 for her inconvenience but since all services have been for regular yearly maintenance she does not qualify for a replacement and 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]

Revdex.com:
The check has been received. Thank you for helping to resolve this matter. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Stacy [redacted]

April 26, 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 and request for a refund.   As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search.   It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.   With that said, our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In [redacted] case, the order was fulfilled by [redacted] located at [redacted] with email address of [redacted] and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [redacted] records, we have included our disclaimer below:   Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.   After reviewing the notes in the order, we found that the order was cancelled on April 15, 2016. As such, a full refund of $68.57 was credited back to [redacted] account ending in [redacted] In closure, since a full refund has been provided, 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

Initial Business Response /* (1000, 5, 2015/05/18) */
Contact Name and Title: [redacted]
May 18, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted] - # XXXXXXXX

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

investigation of Ms. [redacted]'s complaint regarding her washer repair.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. After receiving Ms. [redacted] s complaint, we contacted [redacted] with 8066 for assistance. Ms. [redacted] confirmed that Ms. [redacted] was scheduled to have parts installed on May 14, 2015. The repair was completed and Ms. [redacted] attempted to follow-up with Ms. [redacted]; however, she was unable to reach her. As a conciliatory gesture for the delay in repairing Ms. [redacted]'s washer, we have requested a check for $100.00 to assist her with any out-of-pocket laundry expenses she may have incurred. The request was submitted on May 18, 2015, so Ms. [redacted] should receive a check within the next two weeks. At this time, since we have documented Ms. [redacted]'s concerns with her washer and completed its repair, 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




Initial Consumer Rebuttal /* (3000, 7, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Sears salesperson who sold my parents the extended warranty stated that 4 visits for a repair would equal a replacement item. I have an extended warranty and an item that is less than one year old, and have had 5 visits from a Tech and have another part on order as of May 14th. The 4 visits stated by the salesperson was certainly false advertisement. Now, your company is replacing the damaged top ring of the outer drum that continues to cause plastic shavings to be all over my house and in my wash. There are still plastic shavings in my washing machine and in my dryer from the damage done to my replacement drum after I attempted to wash clothes as normal and had to discontinue use of my washer again for a week (May 4th - May 14th). Plus, I have plastic shavings everywhere. I continue to clean them up, and they keep showing up in my clothes, in my washing machine, in my dryer/lint trap and on my floor where I inevitably step on them. I am just hoping that none remain in my dryer and melt and/or catch my dryer on fire. I appreciate the $100 for clothes washing expenses; however, the Techs have also scratched my wall in their attempt to repair my washer on 5 different occasions. (The washer was repeatedly leaned against my cream colored wall causing dark scratches.) The part now on order is set for yet another visit from a Tech. I am a single female and have been forced to leave work for every visit from a Tech, which has resulted in a hardship to me and my job, and am expected to meet with a Tech for yet a sixth time to replace this tub ring. I do not believe that it is right to expect me to undergo six visits by a Tech for a brand new washing machine that is under one year of age and also under an extended warranty. Who will compensate me for lost wages due to my lemon of a machine? Also, note that the blue plastic covering on the inside of washing machine (center of the bottom where the agitator used to go) was not replaced during my last Tech visit exposing the top of the screw which in turn rubbed against my clothes during wash. It did however show up in my wash although I am not sure where it came from, how it got there, or why it was not replaced. I am unsure of whether or not my washing machine is fixed and un-trusting of it at this time. My washing machine looks beat up inside due to many repairs and so does my wall. Surely you cannot think that $100 compensates for all the hardships that I have been forced to endure from your washing machine since its purchase. Not to mention the numerous floodings of my laundry room that could have caused electrocution and other injuries. It is obviously a bad sign when a Tech tells you not to use your machine unless you are home. I suppose at that time I should've discontinued use altogether. Furthermore, does your company expect someone to undergo 20 plus visits from a Tech prior to their item being fixed because that is what I was told by the last call center representative who booked my May 14th Tech visit? (The prior call center rep. told me to provide a copy of my receipt, and when I called back I was told that I did not need it and that all my receipt info. was in the system. I believe that no one wanted to help me as I was passed [redacted] so many times that I've likely spoken to every department.) This certainly seems like an unfair business practice to me, and as a consumer I expect to be treated more fairly than this, especially by a company of this stature.
Final Business Response /* (4000, 9, 2015/05/28) */
May 28, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted] - #XXXXXXXX
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]'s rebuttal to our previous response.
After receiving Ms. [redacted]'s follow-up concerns, our office processed an in-warranty exchange. Ms. [redacted]'s new washer is scheduled for delivery on June 9, 2015, and the old washer will be hauled away. Additionally, our office will monitor the delivery and ensure that the remaining Master Protection Agreement (MPA) coverage transfers to the new washer. Lastly, we processed another laundry reimbursement check for $50.00 to assist Ms. [redacted] with the out-of-pocket laundry expenses she is incurring. Since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, 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

December 30, 2016     [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have been unable to complete the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the pro-rated price for his replacement tire. [redacted] Manager for Sears Auto Center [redacted], has provided the following response: We have made attempts to contact Mr. [redacted] by telephone as recently as December 29, 2016, but have not been able to reach him.  I have left a message with my contact information, asking for a return call to discuss his issue further.  Although weather cracking typically is not covered under a manufactures warranty, I invited Mr. [redacted] to return at his earliest convenience so that we may mount the tire at no cost to him.  However, he has not yet replied.  Until he returns or we have an opportunity to discuss this matter with him, we are unable to work toward a resolution.  If Mr. [redacted] still requires assistance, he may contact me or Assistant Manager [redacted] at ([redacted].  We ask to have this matter closed in the interim, pending Mr. [redacted] response, since an equitable resolution has been proposed. 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]

Complaint: [redacted]
I am rejecting this response because:
It was not a call taker that quoted me the price. I called the local Sear Hhome Repair directly at [redacted]. They put me on hold and spoke with a repair tech/manager (or so they said) then quoted me the price and said I could book online. It was with that quote that I then booked online. I never spoke with a scheduler or call taker on the main [redacted] number, so the script referenced is irrelevant.
And while the confirmation email referenced a trip charge, I only made the appointment based on the quote provided by Sears. This was either a mistake or an intentional mis-quote, but either way I should not be responsible for the action it led to - booking a repair appointment with an incorrect understanding of the price based upon information provided by Sears.
 
Sincerely,
[redacted]

December 1, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #[redacted]–Andrew [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Mr. [redacted] complaint regarding his request to receive a credit for a future sale price, which was denied.  
 
According to our Price Protection Policy, online only prices are exempt and the rules for our Price Match policy also apply. Those terms are:
“Buy with confidence from Sears. If an item you have purchased from Sears goes on sale for a lower price within 30 days of your purchase, Sears will refund the difference. All Price Match rules and exclusions apply including no Price Protection adjustments between Thanksgiving Day and the Wednesday after Thanksgiving. Sears will not offer a price adjustment on items that include individual Shop Your Way bonus or extra point offers.
To claim a Price Protection Policy adjustment, go to your original Sears store where the purchase was made with your receipt. If your purchase was made on Sears.com, please fill out aPrice Protection form. You will be given a refund for the difference of the original selling price and the current advertised/reduced price. Apparel clearance merchandise and conditional Online Only Special Offers do not qualify for Price Protection Policy adjustments.
 
If you find a lower price on an identical brand and model number from another Sears branded non-outlet retail format or website, Sears will match that price for up to 30 days after the date of your purchase. Sears will not price match limited time Online Only events, special Online Price, or conditional Online Only Special Offers on our websites. Only items listed as Sold by Sears or Sold by Kmart are eligible for price matching on our websites. Sears will not price match any Marketplace items or any items sold by Sears Outlet or searsoutlet.com. All other exclusions also apply.”
 
As you can see, it is made very clear that online only prices will not be matched and they are excluded from our Price Protection Policy. These measures are put in place not to avoid honoring our policies, but because these prices are offered for a limited time for a reason. At times, it also prevents members from stacking additional promotions or coupons onto a price that is already deeply discounted. Regardless, we are not obligated to honor Mr. [redacted] request as noted above. However, we have issued a credit for half of the difference, or $110.00, as a customer courtesy. This credit should reflect within 3-5 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
 
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
Tammie [redacted]
Specialist, Regulatory Complaints
Direct Dial: [redacted]
Email: Tammie.[redacted]@searshc.com

May 3, 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 his dissatisfaction with the charges he was assessed for a part ordered by our technician.
 
As clarification, the parts we sell through Sears PartsDirect are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricing. The parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use them. Additionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing it. In the case of electronic control boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part.
 
When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that part. So if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refund. This retail price reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some way. Some parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expenses. It is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves. We would also note that we do not advertise through Sears service that we match prices, whether through another Sears operated business or a different service provider.
 
As far as the two payments are concerned, when we determine that parts will have to be ordered for a return visit, our technician initially collects the price of the part along with our minimum trip/diagnostic fee. In this way, if the consumer never has us install the part or has us go back out, neither party would owe the other any monies. So our technician collected the price of the part and the trip fee, which came to $572.64 with the tax, and then collected the remaining labor of $74.00, once he returned and installed the part.
 
In most cases at this point we stand pretty firm that we presented the cost of the part in our estimate and the estimate was accepted by [redacted], which means no refund is owed by us and would generally not be provided. With that said, in [redacted] case it did take an inordinate amount of time for the manufacturer to provide the part and he apparently waited patiently from December until March for the repair to be completed. While we have no control over how quickly the part is shipped, or if it is on back-order, because of the delay we would be willing to provide a 20% discount on the repair as a courtesy. This amounts to a refund of $129.33 and if [redacted] could contact me at [redacted] or email me at [redacted] with the first 12 digits of his 16 digit [redacted] card number ending in [redacted] (the [redacted] card used for the first payment), we would issue this refund back to his [redacted] card; we do not need the expiration date or the security code since we are just processing a refund rather than a sale. We apologize that we even have to ask for this, but so much time has elapsed since the payment was made that the full credit card information is no longer accessible in our system. In the interim, since we are willing to provide a partial refund as a courtesy and are only awaiting contact from [redacted], 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]