Sears Holdings Corporation

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted]
class="InsideAddress">  [redacted]   We have completed our investigation of [redacted] complaint regarding his inability to get assistance with his recalled [redacted] blower.   Our research found that the bandwidth usage for the recall number o[redacted] was more that had been allotted, therefore some calls were automatically being dropped and those that were not, we found experienced an exceedingly long hold time.   We do apologize to [redacted] regarding this issue and have addressed these with the recall number. We have also alerted the recall center and they are addressing [redacted] recall directly. [redacted] has been provided with my direct contact information if he needs additional assistance in this matter. Since we have addressed the issues with the recall phone number and the recall department is handling [redacted] claim directly we request this case be closed.   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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

3 years ago we purchased an expensive Kenmore Elite washer/dryer set. We thought we were getting a great deal from our local Sears store during one of their Memorial Day promotions. We opted to not to have delivery and installation and chose to do so ourselves. First load of clothes, the washer would not drain the water, I had to take all of the wet clothes out and then washer would drain. Tried multiple times, but would not drain with clothes in the washer. We then went to our local store and asked for a replacement model. They could not provide one since this particular model was now on backorder and would take 3 weeks to come in. After a bit of negoations, the manager was willing to give us a more expensive set (on sale for $1800) for the same price we paid for the others ($1200). Great deal, right, we were happy and had a gorgeous new set of washer/dryer even better than the ones we orginally picked out. Model number 79**SSN** (Kenmore Elite 29478).


Fast forward 3 years. The washing machine is broken, the washplate at the bottom of the drum has detached. The first repair technician comes out and charges $89 to tell me that he can not attach the washplate, the bolt that holds it on to the clutch assembly has sheared in half, and the entire clutch assembly will have to be replaced. We decide, after shopping around for other sets, to have this one repaired.

Contated Sears/Kenmore customer service to order the clutch assembly. The part number that we were given was on backorder and would not be delivered for 3 weeks. After a quick online investigation, we discovered the part that we needed had been discontinued by the manufacturer and had been replaced with a new part (one that was vastly cheaper than the rare discontinued part on backorder). We contacted customer service and agreed to order the part and they scheduled a service technician to return to install it a week later.

Day of repair, the technician returns and acts surprised that he is there to intall the part because it is supposed to be a 2 hour job with 2 technicians and he was only scheduled by Sears to be here for 30 minutes. He agrees to look at it and thinks maybe he can get it done within an hour. After 15 minutes of trying to remove a nut from the bottom of the drum with a high impact wrench, he tells me he cannot put the new part on because he can't get the old part off. He said he is not authorized to cut through the nut because he risks damaging the drum, but that if we could cut it off in the meantime, he would come back and install the part.

2 days later, my husband was able to cut through the nut. We contacted customer service and asked them to send the repair technician back out, and also informed them that since this part had to be cut off, we would like them to make sure that have a replacement for the nut as it is essential for the new part to be put on. We were informed by customer service that they have no way of knowing what parts they have with them since their technicians are contractors, and that there is no way to inform them of what part they need before they arrive, but that if it is just a common nut, then they would probably have one on the truck. Our new appointment is scheduled a week later.

Day of repair, technician does not show during the 5 hour window. Contact customer service and they informed us that the technician called in sick and someone should have called us. (No one did) Re-scheduled for another week later (earliest available).

Day of repair, technician does not show up during the 5 hour window. Contacted technician directly, he says he is not coming out that day because he will need to order the nut that we cut off. My husband tells him that we tried to inform them of that 2 weeks ago when we made the appointment and that during this time they could have ordered and had the part delivered by then. The technician then tells him that he will not come out at all now because of my husbands "attitude". Contacted Sears/Kenmore customer service and they tried to contact the technician's manager but no one will answer.

We have also been in touch with Kenmore customer service about the fact that a bolt sheared in half, if it is possible that this is a manufacturer defect. After multiple phone calls and transfers to different departments, a customer service manager (Casey) agrees that, yes, judging from what I am telling him, something must be wrong and that I should contact LG the company who manufactered the particular appliance for Kenmore. After multiple calls to LG, who transfered me back to Kenmore, who transfered me back to LG, no one will take responsibility for the washer to even determine if is defective. LG claims that it was manufactered under the Kenmore name and Kenmore are responsible for it, and Kenmore claims that it is just a brand name and that the manufacturer (LG) is responsible for this issue. I even, 3 hours later, and ended up back where I started with the same customer service manager (Casey) who now changed his story, and said it must have been something I had done to it.

Contacted the repair solutions team (Nov. 11th, 5 weeks later) and was finally able to have the $89 call out fee refunded so I can find a local repair service to fix my washing machine (after speaking to at least 20 different Sears representatives in different departments over the last 5 weeks, Oleta, was the only one that did not reduce me to tears out of frustration and actually apologized and offered at least some small solution.) At this time, every local repair man has quoted a price that is as much as purchasing a new washing machine. So we are now having to shop, out of pocket, for new appliances, when Kenmore should be fixing my current machine, or paying to help me acquire a new one.

We have also since purchased a home warranty to cover our home and attached guest house because of the number of appliances we own (most of them, Kenmore Elite) to protect us from having to deal with this in the future. We will no longer purchase from Kenmore or Sears again.

November 12, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]–Cynthia [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the repair process for her refrigerator.   As clarification, Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under very specific terms.  It stipulates: “ If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”), you are entitled, at your option, to either: (1) a comparable product replacement based solely on the replacement value of such Non-Repairable Covered Product as determined by us, from a Sears or Sears affiliated store; or (2) a merchandise credit for such Non-Repairable Covered Product based solely upon the comparable product replacement value as determined by us. If neither of the two options in the immediately preceding sentence is selected by you, then SPC may cancel this MPA and refund the Total Price of your current MPA coverage for the Non-Repairable Covered Product. In accordance with the foregoing provisions, we will also, at your request, replace the Covered Product(s) covered by this MPA in the event of four (4) or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve (12) month period that the Covered Product(s) is covered. Product failures for these purposes must include repair or replacement of a functional, non-expendable part, and do 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. Your request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”)   Ms. [redacted]’s refrigerator has not been deemed un-repairable, nor has it met the other criteria noted above wherein a replacement may be granted.  We have informed Ms. [redacted] that it appears that the issue is that the home environment is very humid and this is causing the refrigerator to produce excess condensation. Page 17 of Ms. [redacted]’s owner’s manual specifically notes that this may be the cause of such an issue. It also states that the doors may be getting opened frequently and or the door may not be getting shut completely at times, which allows warmer air in. While Ms. [redacted]’s refrigerator does not qualify for replacement according to the terms of the MPA and we feel that the cause is likely external, we are willing to examine the refrigerator again to have a technician work with our technical support team in order to eliminate any possible functional issues that may exist. To date, there has been no evidence of a failure of any kind. Should Ms. [redacted] wish to schedule an appointment wherein we may do this, I may be reached during normal business hours via email at Tammie.[redacted]@searshc.com. 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 ([redacted] Tammie.[redacted]@searshc.com

December 15, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL  60611
[redacted]We have completed
our investigation of [redacted] complaint regarding the amount she...

was
authorized for a replacement for her refrigerator. It is important to
note that [redacted] contacted Sears on July 10, 2015 for a repair on her 2010
refrigerator. As our records showed she had no service coverage she was offered
a Sears appliance warranty with the option of covered service for one
nonworking appliance in the first 30 days of coverage. This option includes a
$60.00 deductible with service coverage up to $500.00. If it is found that the
appliance cannot be repaired the replacement amount is $500.00. She agreed to
this coverage and a service was set up. Our service technician arrived on July
15, 2015 he found that she would need an ice maker with the corresponding hinge
connectors for the door. Our service technical group found that although the
ice maker was available the hinge connectors to complete the repairs were not available,
per our policy we did a part research with other part vendors and it was
confirmed on July 21, 2015 that the needed hinge connectors were not available.
 [redacted] was informed of this and the
replacement amount of $500.00 per the terms and conditions of the appliance
warranty. [redacted] refused the replacement amount requesting the entire
freezer door be replaced. Unfortunately this was not an option both due to her
refrigerator model is no longer made and we can only get an entire door from
the manufacture if the item is still being produced. [redacted]
requested the replacement amount be raised by $200.00, bringing the replacement
amount to $700.00, for customer satisfaction reasons and due to [redacted]
stating this amount would be satisfactory and we felt it was not an
unreasonable request we did increase the replacement amount to $700.00 on
November 5, 2015. Our records show that on November 9, 2015 [redacted] called
in and demanded the replacement amount be increased again to $1699.00. This was
denied as we did not feel it was a reasonable request since [redacted]
accepted the requested $200.00 increase two days before. [redacted] did use
the authorized replacement amount of $700.00 on December 1, 2015 with delivery
on December 8, 2015. Since [redacted] has used the authorized replacement we
have closed our case.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]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]

Hi. I am needing help. Our refrigerator went out back on thanksgiving. We scheduled service and someone came out to fix but had to order parts. That took a week and a half. They came back out on Dec 12 to fix but the tech that Sears sent out started looking at the refrigerator when he put his screwdriver where it didn't belong because the refrigerator started to spark and smoke started to fill up the kitchen. Then he got on the phone to get someone to help walk him through on how to fix the original issue and now the new issue of the whole unit not working. He fixed the issue that he caused, but he says he has to come back to fix the original problem because he was not experienced enough. So he rescheduled us and then said for me to call to get the appointment expedited for this week. I called Home Services they could not help me. So they transferred me to Sears protection agreement services, they could not help and transferred me to another dept., which I think was Sears Cares dept. Needless to say they could not help me and told me when I asked if they could give me a refrigerator until they fixed mine and I was told that I don't qualify. What constitutes qualifying because when I need appliances, etc I have always gone to Sears because of the maintenance agreement, which I am know regretting big time. I have been a Sears customer since I can remember and this year I have had nothing but issue after issue with some department of Sears. After asking the guy what he meant I don't qualify he said once the protection services dept. makes that decision there is nothing he can do, so I told him to transfer me back to that dept. Another lady comes on and says that all she can do is tell me to go to a [redacted] [redacted] and rent a refrigerator at my costs, then once the refrigerator is fixed I would have to take the refrigerator back to the [redacted] [redacted] and the I would have to submit the expense to Sears for reimbursement. For one I don't have money to just go and rent a refrigerator and secondly if the unit is fixed on the 24th chances of me getting the refrigerator back to the [redacted] [redacted] in time before they close are slim, so then I would have to pay for the extra days that I keep the refrigerator because the lady told me that Sears wouldn't reimburse me for longer than what I needed the refrigerator for. So my response to that was why bother because then I would have another problem on my hands trying to get reimbursed. No thank you. All I want is for someone to come out this week to fix my refrigerator. It is not my fault that Sears sent a tech that did not know what he was doing and I should not have to wait another week and a half to get it fixed because of an inexperienced tech. Sears knows what kind of product I have and should know what it's technicians can and can not do. I should be serviced right away or at least put in front of the line because my appointment was on Saturday the 12 and Sears could not do what they should have taken care of in the first place and that is fix the refrigerator.

October 28, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   [redacted] 
[redacted], We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer service and failure to provide the glider with ottoman she purchased from sears.com.   It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order on sears.com for pick up at Sears. We value Ms. [redacted] patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  As a result of this action, Ms. [redacted] was contacted by her local Sears store management on October 15, 2016, and she agreed to return to the store to pick up her refund that day.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  We hope that in the future Ms. [redacted] will allow us an opportunity to provide her with 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 Ms. [redacted] 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,  [redacted] Regulatory Complaint Specialist [redacted]

Contact Name and Title: MELISSA [redacted]
October 5, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Elvira [redacted] - # 94572284
Dear Ms. [redacted]:
We have completed our investigation Ms....

[redacted]s complaint regarding her dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of his dryer. 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. We do not take these matters lightly and we have forwarded Ms. [redacted]s concerns to the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within Ms. [redacted]s complaint, so that future problems can be averted. Fortunately, the service unit was able to work with our routing department and move Ms. [redacted]s appointment up to October 3, 2015.
On October 3rd, the technician returned to Ms. [redacted]s home to install a new relay and control board. Once the parts were installed, the dryer was tested and found to be operating properly. Again, we sincerely regret any inconvenience Ms. [redacted] may have experienced due to the delay in repairing her dryer. With that said, since we have completed the repair to Ms. [redacted]s dryer, 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,
Melissa [redacted]
Regulatory Complaints Specialist

On January 10th I went to the Kmart store at [redacted]. [redacted], MN.
They have an advertisement for Buy one shoe at regular price receive second for $1.00.
So I got two pairs of shoes. The first shoe rang up at regular price but the second shoe did not ring up at $1.00. They told me that it didn't ring up for the one dollar. I told them that there is not specific shoes that were not included, and that it was false advertisement. The teller told me I would have to take it up with the manager. I did not have time to be talking to a manager because I was going to work and needed to be at work in 10 minutes. So they are falsely advertising a sale.

April 25, 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 an email he received recently.     While we try to prevent mistakes in our advertising, unfortunately, there are times wherein one is included inadvertently due to human error. Not being able to see the email [redacted] mentions, we can only assume that us what happened in this case since the item he noted was not on sale for that price. However, we would like to note that our emails do state that we “shall not be held liable for errors or omissions in pricing.”  The correct price for this set was $389.97 and we are willing to provide him with a 15% discount off of that price as a courtesy. Should [redacted] wish to accept, I may be reached during normal business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed.   We apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]

September 9, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] [redacted] Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction our customer service and the shipment of a part order he attempted to cancel.   It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears Parts Direct. 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.  We have been unable to confirm our receipt of the part Mr. [redacted] refused at the time of delivery.  Regardless, we issued a refund of $45.83 to Mr. [redacted] as a good will gesture on September 8, 2016.  This refund was provided in addition to a previous refund of the shipping charge of $9.99, which was also offered in attempt to satisfy Mr. [redacted] complaint.  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 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,  [redacted] Regulatory Complaint Specialist [redacted]

October 11, 2016
Revdex.com
Attn[redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]
Via: [redacted] Dear Ms. [redacted]
This...

letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Ms. [redacted]. On 9/21/16 a service was completed to address the punch list items that were compiled with the assistance of our Member. However, it was discovered that a couple of additional items are still needed and we had to order some additional parts. Once the items arrive we will be able to complete Ms. [redacted] punch list. We will schedule a service upon receipt of the product and will notify you at that time.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted]

Sears provided me with the WORST customer service experience of my life; I will absolutely never use them again!
I purchased a fridge and had an appointment for delivery, installation, and old fridge take away. When the Sears technician arrived he glanced behind my fridge, said I did not have a shut off valve and there for could not install the fridge. He instructed me to have a plumber come and install a shut off valve then schedule a return visit.
I paid for a plumber to come out and do the work, come to find I already had a shut off valve and the Sear tech just did not look good enough for it.
I called on Tuesday October the 4th and made an appointment for Monday October 10th (Sears’ first available spot), to have the fridge installed and the old fridge taken away.
On Saturday the 8th Sears called me to say they were on the way to my home. I had plans already (since I was not expecting them), I informed them they were mistaken because I had an appointment for Monday the 10th.
Today (Monday) I called around 1:10pm to find out the status of my delivery. The woman I spoke with assured me I was on the schedule today with a timeframe from 12:45pm to 2:45pm, and that the tech should be at my home around 2pm.
I called Sears at 4:10pm to find out where the tech was, I was put on hold for 20 minutes then hung up on with no information.
I called again at 4:40pm and was on the phone for 22 minutes, was placed on hold and hung up on.
I called again at 5:02pm and was on the phone for 19 minutes, was placed on hold and hung up on.
I called back at 5:21pm and asked to speak to a manager; the rep said she was going to transfer me to a manager. The next person I was sent to was not a manager, I asked her to transfer me to a manager, which she said she would do. The next person I was sent to was still not a manager.
34 minutes later I was finally transferred to a manager, she informed me I never had an appointment for Monday, and that nobody could come out today.
I asked her how Sears was going to take care of me to make up for missing a day of work, dealing with incompetence over the phone for two hours, and still not having my fridge installed.
She told me Sears cannot provide any kind of compensation. When I persisted she said she could offer me 50,000 Sears points which is equivalent to a $50 Sears gift card. I told her this would not work since I will not be using Sears again.
At this point I still have no resolution, I have two fridges sitting in my living room, I have spent two plus hours on the phone, and missed a day of work. I cannot think of anything Sears could do to make this right, I guess I will have to wait and find out…

February 29, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint on behalf of her...

grandfather, [redacted] regarding her dissatisfaction with the delay in refund for return of the washer. Upon receipt of [redacted] complaint we contacted her to confirm the name and address listed on the purchase and return of the washer. [redacted] confirmed the receipts are listed under [redacted] stated that she contacted Assistant Store Manager [redacted] regarding [redacted] refund, and it was discovered that due to a system glitch the refund did not process. [redacted] issued a help ticket to resolve the issue and on February 17, 2016 we re-issued [redacted] a credit of $649.19 to his credit card ending with [redacted] also inquired about the late charges added to [redacted] account due to the credit delay. We reached out to [redacted] to research and assist with [redacted] concern. [redacted] with [redacted] contacted [redacted] and he was advised that [redacted] had refunded all late fees and interest charges that were assessed related to this disputed transaction. [redacted] was satisfied with the monetary adjustments. With that being said, since we have addressed the issues 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]

Even though I closed my Sears rewards account and not one email notification is selected online, I continue to get emails saying "CONGRATULATIONS!
Since you're a valued member, your FREE TRIAL SHOP YOUR WAY MAX membership has been extended for an additional 90 days. Your membership will now expire on 2015-9-26. I spent 30 minutes on the phone and chat trying to close this membership, that I was told was closed April 2014. Getting a human being to help me discontinue these emails was ridiculous. After about 45 minutes being ping-ponged around and searching online, I didn't make much progress. I want my Sears membership, online account and shop your way max membership closed but Sears makes it extremely difficult to do this. My profile does not have ANY contacts selected for communication, so it appears they choose to ignore my preferences and because of that I will no longer do business with them.

[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 repairs to her window air conditioner.   It is unfortunate that we failed Ms. [redacted] expectations when she called Sears for service on her window air conditioner. 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 Home Services. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted.  We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on July 23, 2016. During the service call the technician indicated that he cleaned the coil and filter. Upon completion of the service the unit was blowing air out at 44 degrees. Since we have noted our response to Ms. [redacted] complaint, noting the completion of the repairs, 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]

October 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding the fee...

she had to pay for an estimate on her refrigerator.
As clarification, our appointments are scheduled by appliance and our script regarding the minimum fee that is due if an estimate is declined is per each appliance appointment. So just because a consumer might schedule two appointments does not mean that the second item will suddenly receive service at no cost. Additionally, our technicians usually specialize with specific types of repair so a technician coming out for a laundry repair would not necessarily be able to provide a refrigerator repair. When we are able to utilize the same technician, then we provide a discount of $30.00 off of the minimum fee as part of the minimum fee covers the trip costs to visit the home. The remaining portion of the minimum fee covers our time to diagnose the problem.
In Ms. [redacted]'s case, it appears that there might have been two technicians but possibly they arrived together. We can tell that they did in fact give her the $30.00 discount she was entitled to receive. This meant for the estimate they gave on the refrigerator, Ms. [redacted] only owed us $69.55 rather than the full $95.00 plus tax. With that said, as a one-time courtesy we have refunded Ms. [redacted] the disputed amount of $69.55 even though it was a valid fee. This refund is being processed as a credit back to her [redacted] account ending in 4355 and should release on our end within the next 2-3 business days and then post to her account approximately 1-5 business days after that; the exact time for posting is dependent upon her card issuer's policies governing refunds. If she has not received the refund in question by November 2, 2015, she is welcome to call me at [redacted]. In the interim, since we have provided Ms. [redacted] with her requested resolution, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: [redacted]@searshc.com

Complaint: [redacted]
I am rejecting this response because:
I have not received a tracking number or the last broken item.  Why are you closing this and not holding this company accountable?  This is what they do!  Lori will act sweetly, say that the owner Joe is a really nice guy and will definitely take care of the problem and that Juan is in the warehouse with the product and they will be sending it out today.  Do you know how many times I have heard this line?  Countless.  Since JUNE!!!  Obviously this is an issue for this company because they keep having to change their name because of bad business practices!  If you look up this company on line and read reviews (which I wish I had done before ordering), other people have had the EXACT same treatment.  Again, this is how they operate and they are never held accountable.  They are scheisters and Sears has fallen for their lies and the Revdex.com is letting that happen.
If I had money, I would take them to [redacted] but I'd have to fly to California to do it, which is the only reason I have not done this before.  I have considered this option with Sears too, since their name is on our account as a payee.  Ultimately, Sears is responsible. To say that I am unsatisfied is an understatement.  Neither company is being held liable for this problem and I'm out several thousands of dollars.  I guess that's not a big deal for some people but it is for us. 
I would implore the Revdex.com to keep this open until the matter is complete.  Otherwise, it's just another lie from the company.  
Sincerely,
[redacted]

January 13, 2017   [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] recent order.         We would first like to apologize to Ms. [redacted] for any inconvenience she may have experienced as a result of this issue. We also want to assure her that we are taking steps to ensure that this issue does not reoccur. That said, we will be providing a full refund to Ms. [redacted] for the remaining amount the seller has not issued. She should see the credit within 12 business days. In light of the aforementioned information, we have closed our file.   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]

Well, I guess I should have read the reviews about online ordering from Sears first. Ordered my husbands Christmas present only to find out it was on back order - would have to wait till the end of January for it however, they didn't wait one second to get my money. I cancelled the order only to find out it would take 5 to 7 business days for my refund to be processed. WHO does that? Taking a persons money on an item that is on back order is unheard of. I will not ever, even if my life depended on it, shop at Sears again.

Contact Name and Title: [redacted]
October 19, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Ms....

[redacted]'s complaint regarding her dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. 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. We do not take these matters lightly and we have forwarded Ms. [redacted]'s concerns to the District Service Manager for review. We appreciate the opportunity to address the customer service/scheduling issues outlined within Ms. [redacted]'s complaint, so that future problems can be averted.
Customer Advocate Emily Manning with unit 8409 spoke with Ms. [redacted] regarding her refrigerator. Ms. [redacted] advised that her refrigerator was working satisfactorily at this time, so she has canceled her repair appointment. With that said, since Ms. [redacted] has indicated that she does not require any assistance with her refrigerator at this time and we have 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