Sears Holdings Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
Nancy ***

December 29,
0pt" class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding a battery being installed incorrectly during a visit to one of our auto centers
Upon receiving *** *** complaint, we escalated her concerns to *** *** District Service Manager, who advised that we will honor her request to receive a full refund. The Auto Center Manager will be calling *** *** shortly to process the refund. That being said, because we will be honoring *** *** request, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***

Sears customer service is horrible! I had a repair technician come to my home to repair my stoveI used Sears because I purchased the stove from them and they have repaired my dishwasher beforeI had thermal blocks replacedLater I go to use the stove and after minutes I hear a loud pop and see fireNot a fire where things catch on fire but more like a fire ballAt this point I'm scared not mad, I call the my home phone number and that is when everything goes SouthFirst I can't get past the ridiculous automated systemIt keeps telling me I can understand a full sentenceI asked for a representative, and that was an act of congress to finally get someoneHow do you tell an automated system, that my appliance is on fireSecond, I can barely understand the person I'm talking to and every time I say something she reads from a scriptI said you worked on my stove today and after the technician repaired it, she cuts me off and says I'm sorry it's not fixedI asked how do you know it's not fixed she said because you said soI hadn't even gotten to that part of the conversation yet! So at this point I'm getting mad! I couldn't seem to make her understand and care that the electrical repair that the company she is representing just blew out fire! After arguing with her, she tells me that the routing department will call meI hung up and started that entire process all over againAnd really didn't get any different resultsan hour later I get on line and get a number from the online chat system, the only real communication that you can have with anyone at searsI called that number and was told that the routing department is closed and they would not be calling me?? wow!!! I've been waiting over an hour for something that is not going to happenSo here we are two hours later and still not one phone call!!! I guess the word fire means nothing to sears!! I have bought all of my appliances from Sears and attend Sears Black Friday and *** sales event that they haveI will no longer do thatI'm not even made about the repair, I work in the Automotive industry, I know that there are faulty parts and accidents technicians are human, it's the entire way sears blew me off that i'm upset aboutI never even complained about the price which was high but I needed my stove fixedWhen I spend money with a company and as much as I have over the years I do expect a phone call at least! especially when i'm told that I am going to receive one!

Contact Name and Title: MELISSA ***
September 30,
Nita ***
Revdex.com
North Wabash Ave., Ste#2***
Chicago, IL
Re: Rose *** - # ***
Dear Ms***:
We have completed the investigation of Ms
***'s complaint regarding her washer and her request to have the unit replaced under her Master Protection Agreement (MPA)
Upon receipt of Ms***'s complaint, we reviewed her service history to determine whether she qualifies for a replacement washerOur records show that Ms*** purchased the Master Protection Agreement (MPA) on December 27, and purchased another two years of coverage on July 4, 2015, so the MPA now expires on January 6, Within the last year, Ms*** has had two qualifying service calls completed under service orders (completed September 10, 2015) and (completed September 28, 2015), which means that functional parts were replacedThere was an interim service call on September 16, 2015, but the technician was unable to verify a problem with the washer
While we understand that Ms*** is frustrated and feels that her washer has failed too soon, the MPA only provides for replacement under very specific conditionsAccording to the "No Lemon Guarantee" outlined within the MPA, a covered product will be considered for a replacement if there have been "four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." As we stated previously, Ms***'s washer has only had two qualifying repairs to dateSince we have explained why a replacement is currently not an option for Ms*** and completed the repair to the washer, we ask that this matter be closed
We apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

October 10, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator repair First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigeratorWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Since we initially sent Ms*** complaint to the local service unit to address; Operations Supervisor *** *** advised that Ms*** service contract warrantor, *** *** *** (AHS), has been contacted to recommend a replacement. The unit followed up with AHS on October 10, 2016, and they confirmed that Ms*** would be receiving a replacement. Since Sears Home Services is no longer attempting to repair Ms*** refrigerator since AHS is in the process of replacing the unit, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

Washer has been broken since Nov 2nd technicians and appointments later with appointment #and Technician schedule for Dec 2nd (marking days of no washer) and not once has my washer worked I'm being told to wait How long should someone wait for Sears to decide they can't fix you washer and they need to replace it

November 18,
*** *** *** *** *** **
*** ** *** Our File No: *** Revdex.com File No: *** ***
Via: Day/*** Signature Required
Via email: *** Dear *** *** This serves as our response to your Better Business rebuttal dated 11/9/Your concerns have been researched and reviewed in thorough detailWhile we understand that you disagree with the decision that has been made, it is the correct decision based solely upon the facts surrounding your contracts, installations and completionsWe have successfully completed the kitchen remodel job
Unfortunately, you have refused to sign the completion certificate because you are not happy with the solid surface countertops as they are not “shiny” enough for youThe contract was signed 07/16/and a proposal worksheet was provided to you with the descriptions of the product contractedThe proposal clearly states the countertop is a Solid Surface, color choice night starsWe offer only one finish for solid surface countertops which is shown on the sample provided at the time of saleThe sample for solid surface countertop is not shown as being “shiny”In fact, it is a matte finishIf you are referring to “shiny” like a granite countertop, nowhere does the contract state, granite
We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerOur countertop vendor buffed the countertop twice attempting to make it shinyThis was done as a gesture of customer serviceHowever, you are not still pleased with the look of the countertopsAs SHIP stands behind our product, we will not be removing or reimbursing you for the countertop as it was installed as contracted and nothing is wrong with it
The Washington D.Coffice will be able to assist as far as collecting payment as the Regulatory Department does not have anything further to resolve on our endAt this time, we are respectfully closing our file as we have fulfilled our contractual obligationOn behalf of SHIP, please know that we value you as a customer and apologize for any frustrations or inconveniences you may have experienced
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com

Sears does NOT stand behind their productI have believed in Sears for years as being an outstanding companyI purchased a *** (Sear's brand) fridge from Sears and there is a 'manufacturer defect' on this modelSears came and fixed the problem then weeks later, the same problem occurredThey will only offer to come 'fix' the same problem the same parts even though their own repair techs say it will keep happening because the parts are defectiveI am so upset with Sears for not taking care of this problem with a FINAL solutionSears says it is the manufacturer's issue (***/Sears product)The guts of the fridge is ** manufacturerI spoke with ** and they say this is a *** product so Sears is responsibleYep, both pointing the finger toward each other! My opinion is that SEARS should stand behind their products and not make the customer do their workI should not have to keep fixing this problem when their own techs say it will break again and again if they use these same partsUGH! I am so upset with themI wish they would try to keep living out of a cooler while the parts get ordered (week for them to come in), repair trips - one for the techs to tell me the same problem and the other when the parts come in! In weeks I will probably have to do it againIs Sears rolling the dice that I will get past the warranty on parts and then I have no recourse with them? They keep forwarding me to a different department....NO RESOLUTION

December 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** Dear Ms*** We have completed the investigation of Ms* *** complaint regarding a recent order First of all, we would like to apologize to Ms*** regarding the issues she experienced with placing her orderHowever, according to our records, Ms*** was provided with $worth of Shop Your Way Rewards (SYWR) points on November 25, in regard to this issueIf Ms*** does not want those points after all, we can remove them and issue a credit for the $in questions as a courtesyOtherwise, Ms*** has year from the issue date to use her pointsIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Patrick ***
class="InsideAddress"> Dear Ms***: We have completed our investigation of Mr***’s complaint regarding repairs for his washer We sent a senior tech out and repairs were completed on August 8, We have tried to contact Mr*** to confirm the washer is working with Mr*** after the service but have not been able to speak to himSince it is our understanding the washer is now in working condition we have closed our case We apologize to Mr*** 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*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@searshc.com

Initial Business Response /* (1000, 7, 2015/07/01) */
July
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - Heather ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding
non receipt of credit on her canceled order
After reviewing Ms*** complaint and our records, we contacted our credit departmentAt this time, a credit in the original amount charged of $was issued back to the original form of paymentWe ask Ms*** to allow 3-business days to post back to her account
It is our position that the delivery refund in itself is a substantial accommodationAt this time, since Ms*** was credited and this is an equitable resolution under the circumstances, we have closed our file
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -***
***

July 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his microwave According to our records, Mr*** has microwave model number *** and the serial number matches what he providedThis microwave was purchased on May 3, and while some models carry a year limited warranty on the ***, this one does notThis microwave only had a full one year manufacturer’s warrantyWe are not sure how Mr*** came to the conclusion that his manufacturer’s warranty provided for more, but the owner’s manual for this model clearly states it only has a full one year warranty As such, any repair or replacement costs would now be Mr*** responsibility As far as the repair is concerned, the *** currently costs approximately $and our labor fee would likely be in the price range of $since it is not an easy repairConsidering that Mr*** paid $ $plus tax for this item according to our records, he may want to consider purchasing a new one rather than pursuing repair at this timeHowever, we are willing to waive half of our labor fee as a courtesy if Mr*** wants to have a sears technician perform the necessary repairAs an alternative, we are also willing to discount the purchase of a new microwave from Sears by 15% off of the lowest price as a gesture of goodwillThis would apply in addition to current sales prices, but not to floor model, closeout, clearance, previously used or outlet merchandiseThese offers are only valid for days from the date of this letter; after that, they will be null and voidShould Mr*** decide to accept one of our offers, he may contact me during business hours via email at *** In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

We decided to go to Sears to get new kitchen appliances We chose to go on Black Friday (November 27th, 2015) We chose *** Elite appliances (fridge, range, dishwasher, and a wall-mounted microwave) The process of purchasing the products was pretty painless They didn't have any trouble taking our money The plan was to have brand new appliances in our house for Christmas since we were hosting friends and relatives We set up dates to have our old appliances picked up and our new ones delivered and installed It was about weeks out for the first delivery, which we figured because of the holiday rush there could be some time to get it all in A truck came with the appliances Two guys installed the fridge and the range, but said they were unable to install the dishwasher and microwave, but a different crew would come in a few weeks for those Not what we wanted to hear, but we understood The two gentlemen put the boxes containing the dishwasher and the microwave in our formal dining room so the installers could grab them from there We noticed that the box containing the microwave was damaged The men said that the microwave itself should be fine, but if it's not the installer will get a good one when they attempt to install it We weren't too happy with that, but we figured since we spent $Sears was going to take good care of us The date to install the remaining two items was December 23rd, This was the day before we were to host a Christmas party, but as long as we had it all installed we should be okay The installer showed and tried to install the itemsWhen he attempted to install the microwave he noticed multiple issues with it I was badly damaged with dents and a door that wouldn't open and shut correctly He didn't want to install it, but he also felt bad to leave a hole in our kitchen right before Christmas He installed the bad one, and told us it's just there to not be an eye-sore We expected to get another one soon During this time, my wife noticed the drawer of the range was out of alignment and wouldn't open properly I looked at it and noticed the same thing There was something definitely wrong with it We notified our local Sears as well as the installation people They set up a time to get another microwave and range installed In January we had a crew come to install replace the broken items They dropped off another microwave and replaced and installed the range I was home during the installation of the range, and before the guys left I looked over the installation of the range This one was just like the first one It had the same issue with the drawer As far as the microwave, this guy couldn't install it because it wasn't his job We now had another bad range and two microwaves in our house (one installed that didn't work and one in a box) We were very frustrated We called Sears and arranged a date to get the new microwave installed and to replace the range for the third time I was more concerned about the microwave because the one that was installed wasn't even functional We were set up for late January to get things fixed That was the soonest they could come We get the third range installed and this one seems to be okay The microwave however, winds up being damaged again The box didn't look as bad, but the microwave itself had dents on the sides that seemed to be from a forklift The installer installed it, and said that we can use this one at least, but we will be getting another to replace it soon February 8th, we were scheduled to have the second bad microwave removed to get the third one installed The night before, my wife was cleaning up after a Super Bowl party She noticed on the range that there was a piece of plastic that was stuck inside the glass door that you can't reach from either side She happened to notice it because the light of the oven shined through it On February 8th, my wife took off time at work to be available to meet the installer A man came to the house and asked if he could pick up the fridge My wife told him no, but you can take this broken microwave that's in my dining room, as well as the one that's installed in the kitchen We had a broken microwave sitting in our dining room for over two months We had been told that on this day everything would be rectified We are now still without a microwave that isn't broken and also have another issue with our stove There never was an appointment scheduled to replace our microwave, even though we were told multiple times that that would happen We have spoken to local management as well as corporate Sears Even though we had spent $we still didn't seem to be much of a priority The microwave issue is still an issue, and we are held captive by this deal because we have gotten rid of our old appliances in the processIf we were to get a refund, we would have no appliances until we have them installed by the other company that we choose to go with I have never been so mistreated by a business, especially one as large as Sears

October 13, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** A*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding his Service Smart Agreement (SSA) coverage First, we would like to apologize to Mr*** for failing his expectations when his recently tried to claim food loss under his SSAUpon researching Mr***’s complaint, we reviewed the notes in his service order and from his Protection Agreement case It appears that Mr***’s claim was denied because there were no notes in the service order regarding food loss. With that said, due to the nature of the repair, we feel that food loss could occur. Therefore, we contacted our Protection Agreement department and requested that a food loss check for $be sent to Mr***The request was completed today, October 12, 2016, so Mr*** should receive a check in the next two weeks. In summary, since we have documented Mr***’s concerns with his SSA coverage and agreed to his request for $in food loss, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

Initial Business Response /* (1000, 13, 2015/06/10) */
June 10,
*** ***
*** *** Ave
***, *** XXXXX
Our File No: XXXXXXXX
Revdex.com Case #: *** *** ***
Via: UPS Ground Signature required
Dear Mrs***,
Pursuant to our previous conversation
today I have requested that you send me the invoice from the alternate company you had service your HVAC unitI also requested a copy of the receipt from Best Buy regarding the window unit you allege you purchasedI spoke with you on the phone in regards to these requests on 5/26/15, 5/29/and 6/09/As I previously mentioned, I cannot review your demand for reimbursement if I do not receive the receipt and invoice
If I do not receive the invoice and receipt from you within days from the date of this letter, the offer will be null and void and I will be closing my fileYou will not receive any further requests from Sears in regards to this matterIf you have any questions or concerns, please contact me at XXX-XXX-XXXX x *** or via email at ***@searshomepro.com
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via Revdex.com Website
Initial Consumer Rebuttal /* (3000, 15, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After SEARS technicians, the unit is STILL not functioning properlyI set the thermostat at and it will not register the internal temp below 75!!!I have said from the beginning that the unit is defective and needs to be replacedI should not be forced to jump through Sears hoops of waiting around for a day or two or three when they decide it is convenient for them to show upThis has gone on long enoughI want the defective unit replaced and do not wish to be subjected to any more of Sears stall tacticsYou sold the service contractHONOR IT!!!!!!!
Final Business Response /* (4000, 17, 2015/06/18) */
June 18,
*** ***
*** *** Ave
***, *** XXXXX
Our File No: XXXXXXXX
Revdex.com Case #: *** *** ***
Via: 1st Class US Postage
Dear Mrs***,
This letter serves as a response to your Revdex.com response, dated 6/11/*** the technician, previously explained to you about the temperature differencesJuan installed an alternate thermostat that was more user friendly as a gesture of customer serviceThe thermostat is not covered under the MPA AgreementYour temperatures have been ranging from a high of degrees and the lows are ranging around degreesYour temperatures in you home will not reach degreesIf you are setting the thermostat for degrees it will likely freeze up your unit
Previously I requested that you send me the invoice from the alternate company you had service your HVAC unitI also requested a copy of the receipt from Best Buy regarding the window unit you allege you purchasedTo date I still have not received themThe offer for review and possible reimbursement is now null and void
At this time, I am closing my fileOn behalf of SHIP, please know that we value you as a customer and appreciate your patronageIf you have any questions or concerns, please contact me directly at XXX-XXX-XXXX or via email at ***@searshomepro.com
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via Revdex.com Website

Initial Business Response /* (1000, 10, 2015/07/21) */
July 21,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** *** ***
Dear Ms***
We have completed the investigation of Ms***'s
complaint regarding the multiple reschedules of her service call and then the last call where the technician seemed unaware of the previous payment
We would first like to apologize for the delay in responding to Ms***'s complaintSome of our complaints were not routed properly internally and it caused a delay in providing a response
As for the actual issue involving the rescheduled appointments, we also apologize for this and cannot find any reasonable explanations for why this kept occurringIt looks like second part of Ms***'s issue, where the technician was demanding payment, was because it appears she might have set up a second call to get the part installed when she kept having issues with the first callUnfortunately, since the calls were not linked together, it looked like a brand new call to the next technician that was sent and he would have no transparency to the other service call where $was already collected
At this point we are more than willing to refund Ms*** in full and not even retrieve the part if she still has itHowever, due to the length of time that has elapsed we are unsure as to whether she has proceeded with a chargeback on her credit card and we are no longer able to pull up her card informationIf Ms*** could email me at ***@searshc.com or call me at XXX-XXX-XXXX and provide the full digits of her Visa card number ending in *** (we do not need the expiration date or the security code on the back), we could then research and ensure that she receives a full refund
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com

Initial Business Response /* (1000, 5, 2015/07/27) */
July 27,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #*** - *** ***
Dear Ms***
We have completed the investigation of Ms***' complaint
regarding her dissatisfaction with the problems she encountered when scheduling service for her washer and her request for a sooner service date
It is unfortunate that we failed to meet Ms***' expectations when we recently scheduled a washer repairWe value Ms.*** patronage and can understand her frustration when the technician did not show for the scheduled appointment on July 15, We want to assure you, that Ms*** complaint was sent to our management team for review and it will be handled internallyWe would also like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduledWhile there are various factors that can cause this to happen, in Ms***' case the technician needed to spend a longer amount of time at one stop, which subsequently led to Ms***'s rescheduled appointmentRegrettably the first available date was on July 27,
Our records indicate that on July 16, *** District Service Manager, approved an emergency service appointment for Ms***We contacted Ms*** and we offered to schedule service for July 17, At that time, Ms*** informed us that she no longer required our service since she had already contacted another service providerWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The matter shouldn't have gone on for as long as it didEveryone with their company that I talked to pretty much had the attitude that I had to take it or leave itThey should have resolved the matter before I had the chance to have somebody else do my repair workOnce that was done nothing they could do would resolve the issueI will NEVER use their service again and I will persuade anybody I know not to use their servicePoor, poor customer service

Initial Business Response /* (1000, 6, 2015/08/02) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
August 2,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #***
Dear
Ms.***
We have completed the investigation of Ms***'s complaint regarding the charge she was assessed to receive an estimate to repair her washer
As clarification, when Ms*** called to schedule service she would have been informed that the minimum fee in her area is $For this fee, we will travel to a home, inspect the appliance and present an estimate for repairsIf the estimate is accepted, then only the amount of the estimate is dueIf the estimate is not accepted, then the minimum fee would be dueWhen we visited her home, our technician found that the water pump needed to be replacedThis part has a cost through Sears home repair of $plus taxThe remaining difference in the quote Ms*** was given, the $141.00, would have been for the labor charges to install the part; those labor charges would have incorporated our minimum feeWe are not sure why she does not feel this is a detailed estimate when we provided a cost for the part and a cost for the laborThe total estimate was $according to Ms*** and this sounds right as the tax on the part is about $When she declined the repair, it then made the cost for service $as this was the minimum fee agreed to and the one that we clearly indicate would be due if the estimate was declinedMs*** seems to feel that our technicians can randomly decide to choose what to charge but in reality, they charge by a list of job codes that has to fit the job doneIn this case, if the pump had been replaced the technician would have chosen job code XXXXXF (pump repair/replace), which has a charge of $Since she chose not to proceed, it just shows that same job code with the declined estimate fee of $
As for our arrival time, we quoted an estimated arrival time of between 10:am and 2:pm; we arrived at 2:pmSo while we did arrive outside our estimated arrival time, it was only by minutesWe do not believe this miniscule amount in and of itself would justify for Ms*** to not have to pay any fee for our trip to her home to give her an estimate to repair her washerAt this time, since we did provide the service we committed to by providing an estimate for repairs, we do not find that Ms*** is due any refund and have therefore closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com

July 6,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re: *** * *** ** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the estimate we gave him for repairs to his riding lawn mower
Our records indicate that while Mr*** riding mower is still covered under a year manufacturer’s warranty, when we examined the mower on May 5, 2016, we found that the deck had been damaged via some sort of accident or impactThis meant that any repair necessary would not be covered nor was our in-home visit since the failure was not due to a defect in material or workmanshipThe fact is that our technicians get paid the same whether we have a big repair or a small repair and whether it is covered under warranty or paid for as a collect callThere is no reason for them to “milk” a complaint or give a diagnosis that is not correct simply to charge more money; the technician would not benefit in anyway
With that said, if Mr*** could email me at *** or fax me at *** a copy of the repair bill from the other company, then after reviewing it we might consider issuing him a refund for the trip/diagnostic fee he was assessedUntil we receive that bill though, we can make no promisesIn the interim, since we have explained why Mr*** was charged for our visit, and we are willing to issue a refund if in fact the repair bill supports his contention that our diagnosis was incorrect, we have closed our file for now pending the submission of the requested paperwork
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: ***

Purchased a garage door opener with installationNobody ever called to schedule installation, when I called the I installation dept, they couldn't find my order and told me to call customer serviceCalled customer service and they told me they would have to cancel it and I would have to call installation dept back to reorder itDid that, then waited for contractor to call back and schedule appointmentNobody called after a few daysI called back and guess what, they once again lost my order hahahaSo over the course of multiple hours speaking to foreigners over the phone with 5th grade education being transferred over from dept to dept and calling numerous depts I was unable to get anyone to install itSo ok, I goto the store and return itI goto the store and do curbside return as it suggested to do onlineI arrive and guess what the return wouldn't process on their systems so I had to get out of my car and goto a separate dept and process the return at a registerOnce they processed it, they told me a credit had been issued to my credit carddays later I decide to check my credit card and guess what, no credit was issuedI tried calling the local store and nobody answered the phoneI tried numerous departments and nobody answers the phone or I get put on hold by an automated systemI then call online customer service and after they transferred me over a few times and made me wait about an hour, they said they can't help and I would have to go into the store againlolWhat a joke, this wasn't the first bad experience i've had with sears, this is the only the worst that I had to post thisWill definitely not be shopping with them anymore