Sears Holdings Corporation

Complaint: [redacted]
I am rejecting this response because: I was offered 94.50, so I have no idea where this 106.00 is coming from. And it wasn't for the battery it was a partial refund from the trampoline I bought from them like 2 months ago..  I appreciate their response, but I would appreciate the truth. 
 
Sincerely,
[redacted]

I have a [redacted] elite refrigerator and have had 12 visits and my unit is not fixed, in fact it is unplugged since tech recommendation was to do so. I have had multiple parts replaced with no resolution. My extended warranty is no help since they will not honor the lemon clause, horrible product and horrible customer service

On 10/5/2016 I purchased a refrigerator that was scheduled to be delivered on 10/17. On 10/13 I received a call to reschedule for 10/22 delivery. On 10/21 I received a call to confirm a delivery time between 1:45-3:45 on the 22nd. On 10/22 I received another call to tell me my purchase has not been fulfilled and would not be delivered until 11/11/2016. I asked the if the could substitute for same price fridge and they told me I would need to go find one myself and schedule an appointment to deliver. I said they already had a delivery schooled for me on the 22nd so why not just give me another fridge and they told me I could not do that. I then asked for a full refund so I could go purchase from another store with better service and was told I could receive my refund in 7-10 business days. I explained I had no money to buy another fridge since I spent it on the one form sears and told them it only took 2 days to take my money yet it will be 7-10 business days to get my refund! I am out of a fridge and not happy!

Contact Name and Title: [redacted]
October 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]:
We have completed our investigation Mr....

[redacted]'s complaint regarding his dissatisfaction with Sears Home Services.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. It appears that Mr. [redacted] was assisted with his washer prior to our receipt of his complaint. Our records show that Mr. [redacted] selected a new washer on September 22, 2015, and received delivery of the new unit on September 24, 2015. Furthermore, the remaining RPA coverage from the original washer has transferred to the new washer, providing extended coverage until July 31, 2017. With that said, since an equitable resolution has been provided for Mr. [redacted] and we have documented his concerns with the repair process, we ask that this matter be closed.
Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

Initial Business Response /* (1000, 5, 2015/06/11) */
June 11, 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] complaint for the service...

charges for her Dryer.
Our research shows that our service technician identified the reason Ms.[redacted] dryer was not functioning properly was that the bentflex exhaust filter needed to be cleaned. He instructed Ms.[redacted] on how to do this and cleaned the filter. Without a service warranty Ms.[redacted] would have been responsible for the non-refundable diagnostic/trip fee of $79.00. Since Ms.[redacted] had purchased the Appliance home warranty coverage she was only responsible for the $60.00 deductible fee that is required when an appliance is known to not be functioning before the purchase of the Home Warranty.
That being said we have cancelled the Home Warranty she purchased before the service appointment and she has been credited back the original $39.99. Ms.[redacted] was not charged any fee to cancel the service warranty. But we have not refunded the $60.00 deductible she paid for the service. Because although our service technician did not have to order any parts or do any repairs to her dryer as it was not broken per say, he did provide a service for her which was the cleaning of the bentflex exhaust filter and instructed her on the importance of doing this. This information is listed on page 8 of Ms.[redacted] owner's manual and states that this should be done at least once a year. Not doing this can cause a longer drying time and eventual can potentially cause additional problems. Since an equitable resolution has been provided that is commensurate to the circumstances, we ask to have this matter closed.
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
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 7, 2015/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can say in front of GOD that the repair man did not say anything regarding "the bentflex exhaust filter needed to be cleaned." He did not show me nor instructed on how to do this or cleaned the filter. It took him less than 5 minutes to inspect the dryer, and all he said was" there is nothing wrong with the dryer". I swear to the bible that the above statement is true.
I am glad that Sears agreed to cancel the contract.
Final Business Response /* (4000, 9, 2015/06/24) */
June 24, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #[redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms.[redacted] rebuttal.
We have reviewed both our response and Ms.[redacted] rebuttal, and we do not find that she has brought any new information to her complaint. As we have cancelled The Sears Home Warranty as requested we have closed our case.
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
XXX-XXX-XXXX direct
[redacted]@searshc.com
Final Consumer Response /* (4200, 11, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just want to alert Sears that the repair service person did a poor job and lied. I wasted $60 for nothing. But as a result, I'll never shop at Sears again.

August 4, 2016
 
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Gary L Cooper

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

his allegation that the installation contractor damaged his cabinetry and interior walls during the installation of his wall oven.
Due to the nature of Mr. [redacted] concerns, we opened a claim with [redacted] our third-party claims adjuster. If Mr. [redacted] has any questions regarding his claim, he can contact Kacie [redacted], his claims examiner, at [redacted] and reference claim number [redacted]. As clarification, once the claimant has been assigned a claim number through [redacted] they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. On August 2, 2016 Ms[redacted] contacted Mr. [redacted] and requested photos of the damage and repair estimates. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] actions; their decision on any claim is final. In the interim, since Mr. [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, 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
[redacted]@searshc.com

December 14, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: #10965872 – Ileana R. [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her request for...

reimbursement for tires she purchased elsewhere
after experiencing a blowout with two tires purchased from Sears.      It is unfortunate that we failed Ms. [redacted]’s
expectations when she recently contacted our Sears Auto Center. We value her
patronage and can understand her frustration with the series of events noted in
her complaint.  Although we empathize
with Ms. [redacted]’s situation, it is important to clarify that tire blowouts are
not necessarily the result of a manufacturing defect, since they may occur as a
result of anything that allows air to escape from the tire.  Many conditions, including road damage, can
lead to decreased air pressure, which allows a tire to overheat and flex beyond
its limits.  This condition of low
pressure eventually prevents the tire from supporting the weight of the vehicle
causing it to fail.  With that having
been said, Ms. [redacted] states she did purchase Road Hazard coverage from Sears
but because she felt the amount she was quoted for new tires was too high, she
made a decision to forego her coverage and purchase new tires elsewhere.  While we can certainly appreciate that Ms.
[redacted] needed to make a decision quickly, we must also clarify that reimbursement
for tires purchased from a third party is not a condition of the Road Hazard
Warranty and we are unable to honor this request.  Road Hazard and manufacturer’s warranties
require a physical evaluation of the tires before any coverage amount can be determined.  As such, any prices that may be provided by
telephone are considered informal, undocumented, and/or time-sensitive.  For the aforementioned reasons, we can only reiterate
that we empathize with Ms. [redacted]’s situation and regret any inconvenience she
may have experienced.  Since Ms. [redacted]
did not allow Sears Auto Center to evaluate her tires and provide a resolution appropriate
to the terms of the manufacturer’s and/or Road Hazard Warranty coverage, we
have documented her concerns and closed our file regarding this matter.  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]1-800-762-3049 Ext. 87741

purchasedd 11/21/13 [redacted] Dishwasher...plus 5 year service plan. What a joke. You wait 5-7 days for repair person with attitude to show up. Then you wait 2-3 weeks for parts, then more time for service to fix. And it breaks all the time. The motors, the plastic bits inside, and now it is spewing water out the door. What a deal. $2,000 screw job. At 71 years of age I have had dishwasher since they first were built by all the main companies. [redacted] sucks. Do NOT believe anything the Consumer Guides or the store tells you. The service people are a disaster. When I tell them I am blind and they must explain what they are doing they cop an attitude and going storming out. That was one of 4 we have had. He was a real jewel. Service does not happen. Phone calls to complain are just excessive long holds. Tickets are left open so no other service can be done. It washes poorly. Will actually pass on my experience to all I come in contact with. Sears = [redacted] clients.

October 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding the...

refund he received for an engagement ring he purchased from one of our online third-party Marketplace vendors.
As clarification, while we strive to provide our Sears.com customers with a satisfactory shopping experience, [redacted] made his purchase from one of our third-party Marketplace vendors, [redacted]. Each page on our site clearly notes who the seller is. Our Terms of Service clearly state: "Some products offered through the Sears Site may be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies may differ from those offered by Sears. When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy." As [redacted] notes, a full refund was issued on October 1, 2015 when the seller notified us that the ring had been damaged on its way back; therefore, he has been made whole. As a courtesy, we offered to provide [redacted] with a 10% discount if he wished to purchase a replacement ring from Sears. Should [redacted] wish to reconsider that offer, I may be reached via email at the address listed below.
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]
[redacted]

December 4, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL  60611Re: # 10939977 –
Lenore [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Ms. [redacted]’s complaint regarding service her...

service
experience.Upon receipt of Ms.
[redacted]’s complaint, we found that she had been in contact with Ms. Nancy Robinson
in our escalated complaint department. The store manager, Mr. Chris [redacted] arranged
for a Janome HD3000 Heavy Duty Mechanical Sewing Machine to be purchased on her
behalf and Delivered to Ms. [redacted]’s home on November 9th 2015.
If Ms. [redacted]’s is still in need of assistance she can contact Ms. Nancy
Robinson directly at 1-888-266-4043 ext. 31 or the store manager, Chris [redacted]
directly at [redacted]. Since it is our understanding that the resolution
provided 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,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
directVanessa.L.[redacted]@searshc.com

I think Sears suck at helping the customers. I bought a new fridge, the freezer door has a dent in it. They tell me to bring it back, hell it has been a week and have used it. There is nothing they can do about it. I have bought thousands of dollars at sears. Not anymore I am done with them. Not another dollar will I spend with them.

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

60611   Re:  [redacted]   Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a [redacted]     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 it appears 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. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

[redacted] Revdex.com 330 North Wabash Ave., Ste....

#2006 Chicago, IL  60611   Re:  [redacted] [redacted] [redacted]   Dear [redacted]   We have completed the investigation of Ms. [redacted]’s complaint regarding her property damage claim with [redacted]. Due to the nature of Ms. [redacted] concerns, a claim was opened with [redacted], our third-party claims adjuster. If Ms. [redacted] has any questions regarding her claim, she can contact [redacted], her claims examiner at [redacted] and reference claim # [redacted]. As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears.  [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim.  The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted]’s actions; their decision on any claim is final.  In the interim, since Ms. [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file. It is our understanding that Ms. [redacted] is in communication with her claims examiner and they are moving forward with the investigation. 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.     [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

July 25, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and request to cancel his order.   It is unfortunate that we failed Mr. [redacted]s expectations when he attempted to resolve the issue with his first order. We value Mr. [redacted] patronage and can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we found that Sears Online provide options for returning the merchandise for a refund since the order could not be cancelled. Unfortunately, due to our automated system, orders are processed almost immediately after clicking the “Process Order” button. However, once the order is received the item can be shipped back using the return instructions in the package or by returning to the local Sears store. We checked the [redacted] tracking number and show that UPS attempted to deliver the item on July 23, 2016, and left a delivery notice with instructions. Mr. [redacted] will need to follow the outlined instructions to retrieve his package. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. Again, Mr. [redacted] will need to make the return for a full refund once he received his order. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

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

align="left">  [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding an online order from Sears Outlet. [redacted] Manager of the [redacted] Sears Outlet provided the following response: A new [redacted] Pro Series mower has been ordered and will be delivered to [redacted] home on Monday, April 25, 2016. This is the first available delivery date available. [redacted] will be contacted by Sears Home Delivery the evening before the tractor will be delivered, providing him with his delivery time. In the event [redacted] needs to reschedule, he can reach our Home Delivery office at [redacted]. At this time, since we have ordered [redacted] a new, not reconditioned tractor, 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]

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Erica [redacted] #94568451
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding a refrigerator...

purchased online via www.searsoutlet.com.
Paul [redacted] manager of the Sacramento Sears Outlet provided the following response:
The local merchandise distribution outlet was contacted on September 2, 2015, and an order to pick up Ms. [redacted]'s refrigerator was picked up on September 3, 2015. Once the refrigerator was picked up and checked into the warehouse, a credit will be processed in the same form of payment that was used to complete the purchase. If Ms. [redacted] has any additional concerns, she can reach me directly at 916/[redacted]. That said, we ask that this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com

September 4, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94[redacted] - Shala [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms....

[redacted] complaint regarding her dissatisfaction with the delay in receiving the part to complete the repair on her refrigerator or a refund for the service.
Upon receipt of Ms. [redacted] complaint we reached out to Marion [redacted] Customer Advocate for Unit 7194, to assist with Ms. [redacted] concerns. Marion contacted Ms. [redacted] and they discussed the repair and the part ordered. Ms. [redacted] stated that she would prefer to have the refrigerator repaired if the part was available. Ms. [redacted] researched and confirmed that the required part was no longer available and notified Ms. [redacted] We offered to issue Ms. [redacted] a refund for the service and she accepted the offer. Ms. [redacted] should receive it within 10 business days. If Ms. [redacted] has any questions regarding the refund, she can contact Marion [redacted] at (732) [redacted]. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Matilda[redacted]@searshc.com

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] - Edna [redacted]
class="InsideAddress">  Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted]’s complaint regarding the service for her A/C unit under her Sears Home Warranty.   We would first like to point out that [redacted]) is the obligor of the Sears Home Services Home and Appliance Warranty Programs ([redacted] ** Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted]’s contract.   Upon receipt of Ms. [redacted]’s complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service plan. [redacted] reply state that the parts did arrive and the provider was ready to install the parts needed to repair her A/C a service has been set up for August 9, 2016. [redacted] has agreed to pay the out of pocket cost of $309.00 that would have been Ms. [redacted]’s responsibility for customer satisfaction reasons due to the delay in completing the service. Ms. [redacted] has been informed of this and since it is our understanding that this resolution was acceptable to Ms. [redacted] we have closed our case.   We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,   Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa[redacted]@searshc.com

October 12, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94569004 - Sanjay [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s rebuttal regarding his dissatisfaction with the delivery of a damaged dishwasher and his request for additional compensation.
We have reviewed both Sears' response and Mr. [redacted]'s rebuttal, and we do not find that Mr. [redacted] has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received, our records indicate that we provided Mr. [redacted] with a $100.00 eGift card on September 2nd as an apology for damage that occurred to the dishwasher during delivery. Mr. [redacted] still opted to exchange the dishwasher for an undamaged one and as stated in our previous response, he has received $200.00 reimbursement for alleged installation charges by a third party provider. Upon receipt of this rebuttal, Sears Home Delivery issued Mr. [redacted] an additional $90.00, although the shopathome.com site is not affiliated with Sears and their rebate offers are not offered by Sears. Regardless, Mr. [redacted]'s check was issued on October 7, 2015, and is expected to arrive within ten business days of this date. While we empathize with Mr. [redacted]'s situation, we are unable to grant any further requests for compensation in relation to this order. Mr. [redacted] is welcome to contact Sears Home Deliver directly if he needs any further assistance with his current dishwasher purchase and delivery order.
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]
1-800-762-3049 Ext. 87741

Contact Name and Title: [redacted]
Contact Email: [redacted]
October 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We...

have completed the investigation of [redacted] complaint regarding the repair of his Mother's refrigerator.
After receiving [redacted] complaint, we have reviewed his Mother's service history and can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, [redacted] Mother's refrigerator has been replaced and was delivered on October 20, 2015. We apologize that he spent additional time assisting his Mother with her refrigerator. Sears does not compensate for lost time or wages. That being said, as a one-time customer courtesy, we have processed a $50.00 gift card which will be received in 7-10 business days to the address listed on this complaint. That being said, because [redacted] Mother has received her new refrigerator and a gift card processed, we respectfully request 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 Complaints Specialist
[redacted]
[redacted]