Sears Holdings Corporation

Initial Business Response /* (1000, 10, 2015/07/28) */*July 28, 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...

his request to return a propane tank that was denied. **Store Manager [redacted] provided the following response: **Mr.[redacted] attempted to return a half empty propane tank without a purchase receipt. Most retailers require a receipt to provide proof of purchase for any sort of exchange or return. When[redacted] informed Mr.[redacted] that he could not accept the item according to our return policy because he had no receipt and that the unit had mostly been used, Mr.[redacted] became angry and began to use inappropriate language raising his voice. If our competitor chose to accept Mr. [redacted] propane tank, that was their decision, but we were not required to do so. Should Mr.[redacted] have any other questions, he may contact me ([redacted]) during normal business hours at (XXX) XXX-XXXX. **We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.**Sincerely,*Tammie Shurbet*Regulatory Complaint Specialist [redacted]Initial Consumer Rebuttal /* (3000, 12, 2015/07/29) */*(The consumer indicated he/she DID NOT accept the response from the business.)*This is totally untrue as the tank was full and had*never been used not 1/2 full as Jonathon suggests.*It was only after I attached the full tank to my*Bar BQ unit that I discovered the value was defective*which Lowes confirmed when they replaced the tank*indicating they had seen this problem before. Yes I*did get angry but as I indicated previously my*anger only matched[redacted]'s demeanor when he told*me never again visit HIS store.**

October 19, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]s:
We have completed the investigation of Ms. [redacted]'s complaint regarding her refrigerator ice maker...

repair.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her ice maker repair. Additionally, 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. Accordingly, we forwarded Ms. [redacted]'s complaint to the District Service Manager and Routing Manager for review and we are confident that her concerns will be thoroughly addressed.
On October 14, 2015, the technician returned to Ms. [redacted]'s home to install the parts that were previously ordered; completing the repair. As a conciliatory gesture for any inconvenience Ms. [redacted] may have experienced, we purchased a one-year Master Protection Agreement (MPA) for Ms. [redacted]'s refrigerator; the coverage will begin on December 6, 2015, upon the expiration of her current coverage. In summary, since we have completed the repair to Ms. [redacted]'s ice maker, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

June 23, 2016
 
0pt" class="InsideAddressName">[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 installation of her dishwasher and alleged damage done to her cabinet, floor, and ceiling.
 
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted], Customer Service Representative who states the following:
 
The installer has denied the damage claim, and advised us last week that they were going to send a letter to the member in this regard.  I called Ms. [redacted] and advised that the contractor has denied the claim and she should be receiving the correspondence via mail.  I also advised Ms. [redacted] that we are going to refund her installation cost of $149.99 because the installation did not take place.  
 
Ms. [redacted] was very upset, and threatened legal.   I apologized, and advised her that the technician has the right to deny the damage claim, and that with the written correspondence the installer’s contact information would be on that correspondence.   That being said, because we have addressed Ms. [redacted] complaint, we respectfully request 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 Complaints Specialist
[redacted]
[redacted]

September 6, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL  60611   Re:  #[redacted]– Devin [redacted]           ...

  Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted] complaint regarding the pricing of a recent purchase.      Store Manager Kevin [redacted] provided the following response:   The items in question were priced $799.99 the day before the Friends and Family event took place on August 14th. For this event, the prices were loaded on our digital signs with the pricing for the Friends and Family discount included. With this specific promotion, we had multiple signs up throughout the entire department noting that the 15% Friends and Family discount was already applied in the pricing shown. Moreover, all of our sales associates were notified of this pricing structure prior to the event.  We apologize for any misunderstanding.  Dale, the Assistant Manager who spoke with the Mr. [redacted], offered to provide Mr. [redacted] with a credit to reflect the lower price advertised previously of $799.99 per unit. However, the consumer is responsible for researching the best price available, not the associate or store, and whether it be a competitor or our own price within 30 days of purchase, we will take care of them by honoring the price match if it falls within the parameters of our Price Match Policy. Mr. [redacted] was well aware of the pricing s reflected on his receipt when he made the purchase and we told him the 15% was already taken into account, but he chose to proceed anyway.   As far as the delivery issue is concerned, we requested that the left hand hinge be setup, but there must have been a miscommunication. Regardless, we refunded the delivery fee so he did not pay for the delivery service. That said, we appreciate Mr. [redacted] patronage and we have added $100.00 worth of points to his Shop Your Way rewards account. These points should be spendable immediately, but will expire within one year of not used. Should Mr. [redacted] have any other questions, he may contact me (Kevin) during normal business hours at ([redacted].     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] Specialist, Regulatory Complaints

I bought a kenmore fridge and stove from the out let, thinking I was getting a deal!
not even a week later the brand new stove broke on me. it took 2 week for sears to fix it. 2 month later the fridge broke on me. 4 month later sears came out 5 time to try to fix it. they have replaced parts more than 5 time!!!
when I try calling sears they told me that they cannot help me anymore because I bought it from an sears outlet store and it not the same a an regular store!
I tried asking for a manager and they say there is no manager or that will hang up on me.
I tried going to the outlet store and they give me the same run around.
" at the end of the day I thought I was buying from a reputable company and got screwed"

April 7, 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 problems he encountered with the delivery of the cooktop he ordered and the store customer service. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] expectations. We want to assure [redacted] that his feedback is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further. We would like to clarify that we receive our availability and delivery information direct from the manufacturer. Because of the large selection of the merchandise we sell, we don’t stock appliances in our warehouses. The product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customer. Unfortunately, sometimes we may not be notified by the manufacture of a delay until the day before or the day of the delivery. Regrettably, the manufacture rescheduled [redacted] cooktop order multiple times, which subsequently led to [redacted] cancelling his order. When [redacted] cancelled his order, the store manager informed him that the credit would be processed to the original form of payment. This is standard procedure in order to comply with the agreement we have with our credit card merchants. In [redacted] case, he paid with a credit card and was requesting that the store issue his $[redacted] refund in the form of cash. In order to appease [redacted], the credit was issued in the form of a bank check on April 5, 2016 and will be mailed to the address listed on [redacted] complaint. [redacted] should receive the check within 10 – 14 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

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

align="left">    [redacted] We have completed the investigation of [redacted] complaint regarding a refund from Sears. [redacted], Support Specialist from Sears Delivery Solutions provided the following response: I have been in communication with [redacted] and have informed her that she has now been refunded for the $107.00 noted in her complaint. Typically a consumer can expect to see a credit post to their account within 3-5 business days.  If I can be of any additional assistance to [redacted], she can reach me via email or at [redacted]. Since we have noted the refund processed to [redacted], 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]

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.
I am disappointed that I had to escalate the issue to the Revdex.com in order to get a more timely resolution to the issue; thank you very much for your assistance.
Sincerely,
[redacted]

October 6, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint...

regarding her dissatisfaction with the refund amount issued for the cancellation of the protection agreements on her washer and dryer.
Before going any further, we would like to note that Ms. [redacted] purchased a Master Protection Agreement for the washer on August 15, 2015 at $204.40; and for dryer on January 5, 2016 at $126.07. Due the scheduling issues, on September 15, 2016 Ms. [redacted] contacted our contract department and she was offered a $50 check for her inconvenience. She accepted the offer and she agreed to wait for the rescheduled appointment. On September 22, 2016 Ms. [redacted] called again and cancelled both agreements.
As clarification, the agreement states, “CANCELLATION AND REFUNDS. You may cancel this Agreement at any time for any reason by calling [redacted]® or by mailing written notice of cancellation to: Cancellation Services, [redacted]. It goes on to define the refund terms as…”this Agreement is cancelled by you or us:
• During any time within the full manufacturers warranty period (parts & labor) you will receive a 100% refund of the total price paid for this Agreement.
• During the first sixty (60) days of the term you will receive a 100% refund of the total price paid for this Agreement.
• After the first sixty (60) days of the term or after the expiration of the full manufacturer’s warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the total price allocable to the remainder of the Term of this Agreement prorated on a monthly basis.”
We researched and neither the washer, nor the dryer were within the manufacturer’s warranty period, and Ms. [redacted] did not cancel the agreements during the first sixty days of the term. Therefore, Ms. [redacted] was issued a prorated refund for the remainder of the term of each agreement. Our records indicate that we issued Ms. [redacted] a prorated refund of $102.20 on the washer. However, due to an error, we issued Ms. [redacted] a full refund of $126.07 on the dryer; the actual prorated refund should have been $72.00. As far as Ms. [redacted] request for a full refund on the cancelled agreements is concerned, we did not find this was warranted, particularly since she accepted the $50 check and refunds issued totaled $228.27, which is more than she qualified for. As this decision is commensurate to the circumstances, we have closed our file
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

Initial Business Response /* (1000, 10, 2015/06/11) */
June 11, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]-Mary [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding a...

Why Not Lease It (WNLI) agreement.
Each step of the WNLI process is explained on our registers. Once the program's details are shown, and the consumer's application has been approved, they are asked "do you want to accept this lease offer including all terms and conditions?" They then have to indicate on the touch pad whether they accept or decline. Ms. [redacted] accepted the offer. The consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these payments. At no time is this referred to as a layaway program. It is a lease with the option to buy after a certain period of time. This is made clear on the leasing agreement the consumer is provided with. It shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shown. Then, it says: "once your minimum term is complete, you will have paid $xxxx. After your minimum term is complete, then you decide: option 1: continue leasing at same payment. Option 2: return to WNLI. Option 3: buy it out for $XXX." WNLI has confirmed that Ms. [redacted] was also provided with a copy of this agreement via email. We want to make it clear that WNLI is a separate entity and Ms. [redacted] agreement is with them. We cannot interfere; she will need to contact WNLI with any further questions regarding her lease. We did speak with WNLI and they informed us that Ms. [redacted] had called on May 9, 2015 to make sure that her payment the previous day was the last as she had opted to buy the unit. In light of the aforementioned information, we respectfully ask that this matter be considered 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,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) 248-7993
Tammie.[redacted]

I originally started cashing out. We ran into a situation where I need a price check. When they went to go get the price check she came back with the wrong information. I then had to go back and take pictures of the products and the prices so they can get the right pricing when I shouldn't have had to go back myself. Then the manager named Whitney came to the register for the second price match and it was confirmed that the product should have been $9.99. Which they rang up as $21.99. She then had to void those items but miscalculated. I then tried to explain to her that she miss counted and was still charging me for one pair of shorts extra. She then got an attitude when I ask for the manager and slung her ID to my face saying I am a manager. I asked for another manager she stated that manager was more rude than her. Once that manager came to the register I explained the situation and she notice the fault and fixed the pricing by voiding the whole purchase and ringing up the products again with the correct pricing. My issue is that no manager should be rude to a customer and tell them they're lying when your cashier notice the problem and told you you were wrong. Me and my wife have never been so disrespected by a manager like this before.

Complaint: [redacted]
I am rejecting this response because:
1. It is not true that SEARS would have replaced my washer, if contacted in 30 days. Because I did complain in couple of weeks online SEARS protection website. I was told to try different detergents. It was their service personal from chat help.  But their suggestions did not help. Then a service appointment was also scheduled. You can find it in your record. But with it was much after first 30 days and for some conflict of time, I had to cancel the appointment. Never those time I was told about option to replace or return. [ Note from the beginning I am using ** detergent as suggested ]
2. Immediately after cancelling protection plan, I wanted to reinstate it. SEARs still denying it. Can they explain why?
3. Finally, I challenge there way of testing the product. Computer diagnosis showing no error code means nothing about its performance. Washer is simply not doing its job, that is, clean the dirty clothing. When I proved it is failing to do its job, SEARS must replace the product of fix it. If not I will have to take next steps, which could be a lot of things including legal action.
Sincerely,
[redacted]

October 20, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL  60611   Re: [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted]’s complaint regarding her refrigerator and her request for a replacement.   First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator.  After reviewing the notes in our service system, our office authorized a replacement under Ms. [redacted]’s Master Protection Agreement (MPA).  Based upon the features of Ms. [redacted]’s current refrigerator, it was determined that $1,999.99 would provide her with a comparable replacement under her MPA.  An email was sent to Ms. [redacted] on October 20, 2016, explaining the replacement process and she received a call from the Kristin Jones with 8409.  As stated in the email, Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist her.   Ms. [redacted] will need to provide the telephone number on record, ###-###-####, to verify the replacement authorization.  The new refrigerator will be delivered at no charge and the old unit removed.  The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 8, 2018.  With that said, since we are providing Ms. [redacted] with an equitable 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

March 16, 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 multiple delivery and installation attempts of her microwave and range. It is unfortunate that we failed [redacted] expectations when she recently scheduled delivery and installation of a microwave and range. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. 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. On March 9, 2016 [redacted] confirmed that the fourth delivery attempt on the range was successful; however, the fourth microwave that was installed still had some minor dents on the side. [redacted] requested that we contact [redacted] to resolve the issue. On March 11, 2016 we contacted [redacted] and we discussed the continued issue with the microwave. [redacted] stated that he had been in contact with [redacted] Assistant Store Manager at Store [redacted] and had been offered a full refund on the microwave due to multiple issues and he would keep the microwave as is. On March 14, 2016 [redacted] confirmed that he had issued [redacted] a credit of $538.13 for the microwave and $107.64 for the range. The credits should post to [redacted]’ account within 3-5 business days. With that being said, since we have addressed the concerns 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]

[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 the service experience for her refrigerator.   We value Ms[redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred. Upon receipt of Ms. [redacted] complaint we found that her refrigerator had been repaired. Ms. [redacted] confirmed that it was in good working order. For customer satisfaction we offer to provide Ms. [redacted] with a one year Master Protection Agreement at no cost that we purchased on her behalf; this has a retail value of $328.93. As 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]

I have long since offered a solution to your company for putting engine oil into my transmission of my 2008 Ford Taurus Ltd. The manager of the Douglasville Ga. Auto Service Center would not man up to what started out to be a mistake and the store turned it over to Sears Holding and they, after I had to pay for oil analysis and go through all the time frame paper work proving your store did indeed were the only ones to poor the engine oil in the transmission during an engine change. Corporate, desperate to avoid the loss of funds turned it over to their "not a chance team" insurance company Sedgwick defied proof and did their duty &theclaim down.
Now you have the nerve to send me coupons to have an oil change on my other car. I have been a customer of Sears for over 50 years. My parents grew up with Sears and my children used to buy at Sears. I have of course stopped. I recently bought a new freezer from Lowes and a set of tires from a local firm for a total of $2100. My children and I will continue to avoid Sears no matter the cost extra which we are doing savings actually. Great move Sears.
Claim # LXXXXXXXXXX-XXXX

William J. [redacted]
[redacted]
[redacted] XXXXX

March 14, 2016
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
[redacted]  [redacted] [redacted]
 
[redacted]
 
We have completed the investigation of [redacted] complaint regarding the partial refund she received after declining our further estimate for repairs and her request to receive the remainder of the refund she feels she is owed.
 
After reviewing [redacted] records we were able to communicate with her via email as to the correct amount that she should be refunded. As a courtesy we increased this amount by 20% off of the minimum fee of $115.00 since it sounded as if that was the expectation set by the technician for the amount she would be refunded. Since [redacted] accepted our offer to send her a second check for $87.81, we processed this today and let her know she should receive it within the next week or two. In the interim, since [redacted] has my direct contact information in the event that she requires further assistance, for now we have closed her 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]
[redacted]

Initial Business Response /* (1000, 7, 2015/07/06) */
July 6, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - Pete Richard [redacted]

Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s...

complaint regarding his dissatisfaction with the problems he encountered when scheduling a repair on his washer and his request to cancel the home warranty on the appliance.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently scheduled a washer repair. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced when our technician did not show for the scheduled appointment. 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 the repair on the washer was completed on June 20, 2015. On June 23, 2015 we reached out to Mr. [redacted] to confirm that he wanted to continue with the warranty cancellation. Mr. [redacted] confirmed that he did not want to cancel the home warranty on his appliance. With that being said, since we have addressed the issue brought forth in Mr. [redacted]'s complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

I purchased my furnace from SEARS in 2013. This year I decided to schedule a preventive maintenance service at the recommendation of SEARS. A week after they left, my furnace just stopped working. I call to inform them and schedule a repair on 10/24/16 and was told I would have to wait until 11/2/16 before anyone could get to me. Keep in mind that I told the representative that I operate a licensed daycare out of my home with infants and toddlers and that I live in Chicago off the lake. Basically, we are freezing. We go from one cold environment to another. Still I have to wait. This warranty and company is full of [redacted] and I will be filing a complaint with the attorney general. If any words are misspelled it's because my finger are frozen!

December 14, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: 10886603 – Brandi [redacted]Dear Ms. [redacted],We have been unable to complete the investigation of Ms.
[redacted]’s complaint regarding her...

recent online order.The correspondence Ms. [redacted] provided us with did not
include enough identifying information to locate the order mentioned in her
complaint. We sent an email correspondence to Ms. [redacted] on December 9, 2015,
and again on December 14, 2015, however, Ms. [redacted] has not yet responded.
Since we do not have enough information to facilitate a resolution, we will
need to close this issue pending the receipt of more indetifying information or
an order number. At that time, we would be pleased to re-open Ms. [redacted]’s
complaint. In the interim, we ask to have this matter closed, pending Ms.
[redacted]’s order number. We appreciate the opportunity to address this
matter.  Please feel free to contact me
if you have any further questions or concerns. Sincerely,  Eligia [redacted]Regulatory Complaint SpecialistSears Holdings
Corporation