Sears Holdings Corporation

October 12,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding his
dissatisfaction with Sears Auto Center's response to his request for a replacement tire
It is unfortunate that we failed *** *** expectations when he recently visited our Sears Auto CenterWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure *** *** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedOur records indicate that MrRuby purchased his tire at Pennsylvania store number *** on September 6, 2015, and declined to purchase road hazard coverage for the tire at that timeApproximately, days later, on September 16, 2015, he filed a complaint against a Sears Auto Center location in New York because they were unable to honor his request for a replacement tire, since manufacturer's warranties do not cover the type of damage he experienced*** ***, Manager for Sears Auto Center in Lancaster, Pennsylvania, spoke with *** *** to explain thisAdditionally, he invited *** *** to return so that he could personally evaluate the damage and make a final determine of whether it resulted from a road hazard or a defect that may be covered by the manufacturerHowever, *** *** declinedTherefore, we can only apologize for any inconvenience he may have experiencedWe hope that in the future he will allow us an opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleIf *** *** would like to reconsider *** *** offer, he may contact him directly at *** *** We respectfully ask to have this matter closed, since we have noted *** *** comments and no further resolution can be offered at this time
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
***
*** *** ***

November 28, *** ***
class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the cancellation of his service appointments First, we would like to apologize to Mr*** for any inconvenience he may have experienced when the appointment for his washer and dryer were canceled We reviewed our service system and we found that a technician was never assigned by our Routing department. We sincerely apologize to Mr*** for this oversight. Although Mr*** recent experience with Sears Home Services was less than gratifying, we would like to assure him that we value his patronage and we do not take this matter lightly Therefore, if Mr*** would like to schedule another service appointment for his washer and dryer, we can offer him a 25% service refund upon completion of the service calls. Mr*** would need to send an email to *** to have the refund issuedIn the interim, since we have documented Mr*** concerns with the repair process and proposed the aforementioned resolution, 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, 2015/08/07) */
August 7,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
We have completed the investigation of Mr*** complaint
regarding his delivery experience
We would first like to apologize that many factors resulted in Mr*** delay in completing his delivery with the delivery date provided at the time of purchaseWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Mr*** concerns, we would like to reassure him that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come
After reviewing Mr*** complaint and our records, we contacted the Warehouse Manager Ms.*** who informed us that the delivery was rescheduled due to a systems errorMs.*** also informed us that she contacted Mr*** and offered him a $check for any inconvenience this may causeOur records show that the delivery was completed on June 27, Since we have confirmed that Mr*** purchased appliance has been delivered and courtesy compensation was provided, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct XXX-XXX-XXXX
***@searshc.com

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Stephen E *** #*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Sears Garage SolutionsTina Corn-Carlton, Sears Home Services, Customer Advocate provided the following response: We have been advised by the local office that Mr*** new garage door opener has been installedThere are no outstanding issues that our office is aware ofIf Mr*** has any outstanding concerns that need to be addressed, he can reach me at 740/201-or via email at ***.comThat said we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

Contact Name and Title: MELISSA ***
June 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Shane *** *** - #
Dear Ms***:
We have completed the investigation of
Mr*** complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to Mr*** for failing his expectations in regard to his washer repair since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe have forwarded Mr*** concerns to the Service Manager for review and are confident that the customer service issues will be thoroughly addressed
We acknowledge that the repair took longer than expected, but the delay was primarily due to the manufacturer being unable to supply the necessary partSears does not manufacture any products and therefore; relies on outside sources for replacement partsAlthough the part needed to repair Mr*** washer was on backorder from the manufacturer until July 25th, the service unit was able to find the part locally and complete the repair on June 19, As a conciliatory gesture for any inconvenience Mr*** may have experienced, we have submitted a request for laundry reimbursementA check for $should be received by Mr*** within the next two weeksWith that said, since we have documented Mr*** concerns with the repair process, and completed the repair to his washer, we ask that this matter be closed
Again, we apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

January 20, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** ***
Dear Ms* *** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with our customer service and partial-receipt of her kmart.com order It is unfortunate that we failed Mrs*** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund was issued for the missing item on December 7, 2015. Our records indicate that Mrs***s spoke with kmart.com agents the following day and asked to receive free installation for a range as compensation for the missing second item from her order. Unfortunately, we were unable to honor this request, since installation is an unrelated service Sears offers through contracted professionals. However, Mrs***s was offered a discount of $off the range as an apology, but she declined. With that having been said, our associate did offer and note within our system that Mrs***s would be offered the microwave oven at the sale price with an additional $off to compensate for the coupon code she used on the original order if she decided to replace her order, but as of today’s date she has not called kmart.com back to do so Therefore, at this time, we can only reiterate that we truly regret any inconvenience Mrs***s may have experienced. We hope that in the future she will allow us the opportunity to provide her 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 Mrs*** comments and an equitable resolution has been proposed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***

Complaint: ***
I am rejecting this response because:
88$ will hardly cover a cleaning service as I have priced them at least $- $300.
Sears has left a toxic mess in my house that I have to look at everydayI am years old with a pacemakerI can not take down my drapes to clean as I am 5'nor should I have to climb a step ladderThe dust that came out of the vents when Sears cleaned has covered my drapes and my shower curtain in the bathroom and the residue is all over.
Sincerely,
*** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left">
*** *** *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigeratorOn January 12, 2016, a Sears Home Services refrigeration technician identified a Freon leak in the back of the refrigeratorOnce the area was cleaned, the leak was soldered and the system was then pressurized to ensure the leak was addressedAfter the leak was repaired, the unit was tested and was found to be operating as designedMoving forward, if there is another issue with the refrigerator, I ask that Ms*** contact me directly at *** or via email at ***Since we have notes today’s repair to Ms*** refrigerator and have asked her to contact me if any further concerns arise, we ask that this complaint be closed pending further contactWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

June 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** Dear Ms***
We have completed the investigation of Mr*** complaint
regarding his dissatisfaction with the duplicate charge he incurred for the in-home service of his refrigerator
Firstly we would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe researched and discovered that due to a system glitch, the initial bank check that Ms*** handed our technician did not cancel as requestedTherefore, both checks were processed and Mr*** paid twice for the serviceOn June 21, we submitted for a credit of $that will be issued to Mr*** in the form of a bank checkMr*** should receive the check via regular mail within business daysWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
Again, we apologize to Mr*** 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
*** ***
***

Initial Business Response /* (1000, 5, 2015/06/29) */
Contact Name and Title: MELISSA ***
June 29,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: Louie *** - # ***
Dear Ms***:
We have completed the
investigation of Mr*** complaint regarding his washer repair
First, we would like to apologize to Mr*** for failing his expectations in regard to his washer repairAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkAccordingly, we forwarded Mr*** complaint to the District Service Manager for review and we are confident that his concerns will be thoroughly addressedOn June 25, 2015, the technician returned to Mr*** home to install the parts that were previously ordered; completing the repairAs a conciliatory gesture for any inconvenience Mr*** may have experienced, the service unit issued a refund to his MasterCard account for the $deductible he paidFurthermore, a check request for $in laundry reimbursement was processed on June 29, 2015, and should be received by Mr*** within the next two weeksIn summary, since we have completed the repair to Mr*** washer, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed
Again, we apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

Initial Business Response /* (1000, 6, 2015/09/25) */
September 25,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms.***
We have completed the investigation of Ms***
complaint regarding her dissatisfaction with the refrigerator failed sooner than she expected and the problems she encountered with the return process
It is unfortunate that we failed Ms*** expectations when she recently purchased a new refrigerator and we apologize that her refrigerator failed soon after deliveryThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe value Mr*** patronage, but can understand her frustration due to the series of events noted in her complaint regarding the return processWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
Our records indicate that the refrigerator was picked up for the return on September 15, We issued a credit of $to Ms*** credit card on September 17, With that being said, since we have addressed 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
***
Initial Consumer Rebuttal /* (2000, 8, 2015/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

May 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** *** Dear *** *** We have completed the investigation of *** *** complaint regarding her grill First of all, we want to address the “protective coating” *** *** mentioned. Since her grill may contain some stainless steel elements or components, we want to note that many people feel that stainless steel does not rustStainless steel is rust resistant; it is not rust proofStainless steel is milled into sheets and often used as a finish or top layer in cookware, cutlery, hardware, surgical instruments and major appliancesThe *** *** *** ** *** *** explains that, “Stainless steel is rust resistant because it forms an oxide layer that protects the underlying metalStainless steel may rust if something such as harsh chemicals removes the oxide layerDamage that cuts below the surface of an appliance may rust if not sealed or exposed to moistureStainless does not "rust" as you think of regular steel rusting with a red oxide on the surface that flakes offIf you see red rust it is probably due to some iron particles that have contaminated the surface of the stainless steel and it is these iron particles that are rusting…” Additionally, we are not aware of any consumer based grills or major appliances for that matter that are solid stainless steel as the cost would be prohibitiveMost have a stainless steel finish and then a different metal underneath These grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see any sort of deterioration like this on parts other than the burners is if the cleaning instructions listed on pages 8, 9, and 10, of *** *** owner's manual are not followedEspecially vital is cleaning the grease tray after each useIf not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolvedRegardless, as we noted before, *** *** manufacturer’s warranty only covers her burners at this point in timeThe third reason is that our return policy was only valid for days from the date of purchase and that time period has long since passed since the grill was bought in according to our recordsFinally, the terms of *** *** Repair Protection Agreement (RPA) specifically note that issues that may arise from rust or corrosion are excluded While realize *** *** feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasonsThe first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see this sort of deterioration is if the cleaning instructions listed on pages 8, 9, and of *** ***s’ owner's manual are not followedEspecially vital is cleaning the grease tray after each useIf not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolvedThe second reason is that any damages due to rust are excluded under the terms of *** *** manufacturer’s warranty as most appliance manufacturers’ warranties and our extended warranties do not cover rust since it is considered to be corrosion and preventable as illustrated aboveThe manufacturer’s warranty only covers her burners at this point in time in regard to rustAdditionally, *** ***s’ service contract, the RPA, excludes any repair or parts that may prove necessary due to rust or corrosionFinally, the third reason is that our return policy was only valid for days from the date of purchase and that time period has long since passed In closure, should *** *** wish for us to send a set of burners to her home free of charge, she may contact me via email at *** during business hoursIf the grill is repairable and the necessary parts are available, according to the terms of *** *** RPA, she is due a 25% discount off of any parts or repairs that are not coveredWe can provide her with an estimate if the situation is repairable and factor in the 25% discountIf the situation is not repairable, *** *** can cancel her RPA and receive a pro-rated refund according to the cancelation clauseShould *** *** then decide that she wishes to purchase a new grill from Sears, we would be willing to provide her with a 10% discount as a courtesyThis would apply in addition to current sale prices, but no to clearance, closeout, floor model, previously used or outlet merchandiseAgain, *** *** may email me at *** during business hours if she wishes to accept one of the offers noted above In light of the aforementioned information, we have closed our file 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 Complaint Specialist Sears Holdings Corporation *** *** ***

July 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his mattress As clarification, the mattress Mr*** ordered, the *** Chisholm Firm, is inches highHowever, if it is not measured properly, it can seem much shorter The profile is measured from bottom of mattress to the crown of the mattress, not height of border onlyWe are willing to provide Mr*** with a 30% discount to keep the item as-isHowever, if he does not want to accept that, we can provide him with a refund as he has requestedShould Mr*** wish to accept either offer, he may contact me via email during business hours at *** In light of the aforementioned information, we respectfully ask that this matter be considered closedWe 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 ***

Sears supposedly fixed my dryer a couple months or so agoI think it took them at least visits Now I've had several visits again for the same problem (3/20, 3/26, 4/2, 4/16, 4/28)--The Sears repair guy was just here to install the parts Before he left, I asked him if he checked to make sure the dryer worked He said it worked and then he left I just walked in and opened the dryer door The light didn't come on I went to run the dryer and it is dead He could not have tried it out I called Sears to ask them to send the guy back, since he left minutes ago They said they couldn't and that I'd have to get another appt on another day That's ridiculous! Between the dryer and the dishwasher that Sears can't seem to fix (it's still broken, too), they have wasted more than business days of my time That's the equivalent of over two weeks of vacation time wasted, just sitting and waiting for Sears to show up! And neither the dryer nor the dishwasher work My landlord just called another repair service to fix what Sears cannot seem to do, which means at least one repair visit to diagnose/fix the dryer...two if they have to order a part and come back to install it Plus, one to diagnose the dishwasher and order parts and a second to install them That means I'm up to about wasted business days on the dryer and dishwasherThis week alone, I am wasting Tues, Wed, and Thurs on dryer/dishwasher repair appointments Plus, I've spent about months without a working dryer and weeks with a dishwasher that keeps displaying error codes

October 26,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** * *** ***
Via: 1st Class US Postage
Via email:
*** Dear Ms*** Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-referenced fileThis letter is to confirm that we have been in contact with Mr*** Mr*** drain pan was installed on 9/30/We verified with Mr*** that the drain pan was installed to his satisfactionHe had questions regarding his energy rebate, and the rebate form was submitted on September 30th, I was able to make final phone contact with Mr*** on October 20th, 2016, after two prior attempts to reach him to confirm satisfactionHe stated he is happy with the work that was doneHe will be contacting the city regarding the energy rebate that was filed by SearsI advised Mr*** that I will close his file at this timeSears will continue to monitor the permit to ensure it passes the final inspection
At this time, we have concluded our investigation and we are closing our fileThank you for your time, effort, and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** ***

October 6,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: #- Danielle ***
Dear Ms***,
We have completed the investigation of Ms***' complaint regarding her
dissatisfaction with our customer service and our store manager's failure to provide $in Shop Your Way Rewards (SYWR) points as agreed upon
It is unfortunate that we failed Ms***' expectations when she recently visited our Sears StoreWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, Assistant Manager Connie *** spoke with Ms*** on October 6, 2015, to apologize for her experience and inform her that $in points was added to her SYWR account on the same dateMs*** accepted this resolution and indicated that it met with her approvalTherefore, at this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Ms*** will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Ms***' comments and an equitable resolution has been provided
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Nicki ***
Regulatory Complaint Specialist
***
*** Ext

August 16, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Tami M*** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her refrigerator First, we would like to apologize to Ms*** for failing her expectations in regard to her refrigeratorWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we reviewed the notes in her service ordersDue to the ongoing issues, my office authorized an exceptional parts in-warranty exchange. Ms*** was contacted today, August 16, 2016, and advised of her options. Ms*** was able to find a comparable refrigerator and is expecting delivery of the new unit on August 17, 2016. Additionally, the new refrigerator will come with a one-year manufacturer’s warranty that will commence upon delivery. Lastly, we will monitor the delivery to ensure that it is completed to Ms***’s satisfaction. With that said, since it is our understanding that Ms*** is satisfied with the aforementioned resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

I've shopped at this store before (outlet in N'Ville, TN); therefore, I was excited when I planned to spend a LOT of money on four MAJOR products: washer, dryer, dishwasher, stoveWords, however, can not express how disappointed I was when, from the very beginning, EVERYTHING that could have gone wrong went even worse than wrongI will NEVER...EVER shop at this place againE.V.E.R! I even returned the washer/dryer, but I am still waiting for my money backI even had a sales rep say (about a stove that was exposed in the back) "what do you expect? You are at the scratch/dent store?" REALLY! I am also at YOUR job, and you are getting paid commissionDelivery was even more of a jokeThe night my washer/dryer stove was to be delivered, they left the stove off the truckWe actually had to get into the car and go to the store, only to resolve NOTHING! Finally, my stove was delivered on a Monday, between and...wait for it...2pmI was suppose to get half of the delivery fee back, but did notRaise the standards, Sears! In the end, I did keep the stove and dishwasher, but I am getting my washer/dryer from a retail store that respects my hard-earned money, and respects me as a present/future customerNEVER AGAIN!

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** ***
class="InsideAddress"> *** *** *** We have completed our investigation of *** *** complaint regarding her service experience for her washer On receipt of *** *** complaint we reached out to our service managementThey were able to confirm with *** *** that after the parts were replaced on March 22, the washer is now workingSince we have repaired her washer under the terms and conditions of her Master Protection Agreement we have closed our case We apologize to *** *** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Purchased a dishwasher at this Sears locationPicked it up at their warehouse and planned to install it myself (I have done this before) The unit that was sold to me as a NEW dishwasher did not have the necessary pieces for connecting, had no instructions, and had water in the drain line Went to the store and the only resolution was for me to take this back to the warehouse and they would prefer a new one - which would take a week I had problems with the refrigerator purchased here too, resolution took months Never going back to Sears