Sears Holdings Corporation

Initial Business Response /* (1000, 5, 2015/06/22) */
Contact Name and Title: Eligia ***
Contact Phone: ***
June 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - Rebecca ***
Dear Ms
***
We have completed the investigation of Ms*** complaint regarding her recent online order
After reviewing the complaint filed, we researched her online order to verify the chargesWe found that Online Solutions had issued the appropriate discounts from Ms*** total of $After the discounts were applied Ms*** final total was $We apologize for any confusion with the adjustments that were applied to her orderAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceSince we have confirmed that all of the appropriate discounts have been applied to her order, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia
Regulatory Complaint Specialist
Sears Holdings Corporation

September 22, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re* *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer service and non-receipt of a layaway refund or the items placed on layaway It is unfortunate that we failed Ms*** expectations when she recently requested assistance with multiple layaway orders placed in We value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review. Upon review of the layaway orders noted in her complaint, we issued a refund of $to her *** account ending in *** for layaway order layaway *** Our records show that order *** was paid in full and scheduled for pick up from the Florin Center Sears Store in Sacramento, California. Therefore, we have forwarded Ms*** request for a refund for this order to that location for further investigation. At this time, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced We respectfully ask to have this matter closed in the interim, pending a response from our store regarding Ms*** second layaway order 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 *** *** *** ***

May 23, *** *** Revdex.com
class="InsideAddress" "margin-left: 0.5in;">North Wabash Ave., Ste#Chicago, IL *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding a recent order According to our records, the page for this item noted that it was sold in pieces as part of a two piece bundleThe page notes: “Must buy both boxes for complete table.” A copy of the screen shots has been sent to you as well as a copy of the order confirmation email sent to *** *** The order confirmation emails states: “legs only (not complete table) box of 2.” Furthermore, each component says: “table top only” and “table legs only.” We apologize if this was not clear to *** *** That said, our records reflect that his account was credited in full as of May 20, Once the funds have been released, it can take up to business days for *** *** financial institution to post themIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to MrPadilla 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 *** *** ***

Complain** ***
I am rejecting this response because:This installation was done improperlyWe had Sears provide the installer because we trusted the Sears name and believed that Sears would either train or vet their installersThe installation was not done according the instructions in the Sears manual provided with the deviceI have since had a reputible installer come and re-install it according to the Sears ManualThe device was attached with two brackets had the second bracket given way the device would have fallen from the ceiling and caused damage to my car or bodily injuryThis mistake would not have happened if Sears did their due diligence in providing competent installersIf Sears is not capable of providing competent installers they should not be selling this service! I paid $to have the device re-installed properlyI paid Sears $to have it installed years ago improperlyI have never in over years of owning a garage door opener had one come loose from its mountThis was not caused by anything other than shotty workmanship.
Sincerely,
*** ***

December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator According to our records, Ms*** was provided with a replacement as of November 21, Although it seems that there was an issue with the handle, the replacement part has been sent to her in order to resolve that matter as wellIn 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 *** *** ***

March 14,
class="InsideAddressName">*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order *** *** Store General Manager for Unit ***, provided the following response: It is unfortunate that we failed *** *** expectations when she attempted to return the wine cooler for a full refundWe value her patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience *** *** may have experienced Additionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponAfter reviewing the complaint filed, we were able to speak with her and invited her to the Friends and Family sale so we could meet and resolve the issueWe will return as a Sears Cardholding member and resolve the financial matterShould *** *** have any questions, she may contact our store directly at *** *** We respectfully ask to have this matter closed since we have noted *** *** comments and no further resolution was requested 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

Complaint:
I am rejecting this response because: Notification was given to Brian *** of Sears Home Service on Jan 2nd who is working on problem at this time. Please change my complaint to "Escalated Complaint-Unethical Business Practices." I will advise Revdex.com as to what direction I will be taking after I receive all my feedback.. Sears answer is and misleadingRespectfully,
Judith Ann ***

July 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding some pillows she wished to purchase recently Store Manager *** *** provided the following response: We would first like to point out that there were several signs posted in our store during the time frame Ms*** visited advertising the pillow promotion she spoke ofFurthermore, the pillows she wanted were not part of that promotionDespite that fact, she was offered a $gift card as a courtesy and she acceptedThe gift card should arrive within the next 10-business days from the date it was issued, July 16, Ms*** has mentioned her mattress lease on several interactions, but that is being addressed on a separate complaint she filed (*** and *** *** will be responding on that accountMs*** has been advised that she will need to speak with *** regarding her mattress issueShould Ms*** have any other questions, she may contact me (*** during business hours at *** *** In light of the aforementioned information, we respectfully ask that this matter be considered closed 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 ***

Complaint:
I am rejecting this response because:
Although the tv set was eventually repaired it should never had been sold in the first place due to age and our family has suffered loss over the length of repair time plus had to acquire another tv setWe are now stuck with two things sets and having difficulty easily returning one tv to the leasing program recommend by SearsThis was misrepresentation of Sears on easy of returning a leased item bought from their store and leased through the company they recommend and setupOur losses include tv location paid for cable and unable to use, time off of work and length to repair and now cost of now having two leases.
Sincerely,
Douglas ***

October 23,
*** ***
*** *** *** ***
*** ** ***
*** *** *** ***
*** *** ** ***
*** *** *** ***
*** *** ***
*** *** ***
Thank you for allowing
Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionOn behalf of SHIP please know we value you as a customer and apologize for any frustrations or inconveniences you may have experienced as result of this issue
This letter serves as a follow up to our conversation on 10/22/Per our conversation SHIP will issue a check to you in the amount of $639.20, which is the amount SHIP would have been responsible for under the terms of your warranty, if in fact the shingles were defectiveThis offer is being made to settle the matter amicably for all parties involvedYou accepted the offer and stated you will have the roof replacedBy accepting this offer all warranties/guarantees will be voidedThis payment is essentially a buyout of the remaining years of the warranty period
Enclosed please find the settlement agreement for your written acceptancePlease sign and return the agreement to my address and/or fax as listed below, before the deadlineIf you have any questions or concerns, please contact me at *** * *** ** *** *** ** ***
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
*** *** *** ***
*** *

Complaint: ***
I am rejecting this response because:
The issue has not been resolvedWorked for loads yesterday then the same thing happened again....runs but no heatAnother technician and the supervisor are coming out on January 29th now to hopefully resolve this issue
Now I'm being told by *** (the representative for Sears) that was helping me that they can't come out every time I run laundry and it breaks and that my dryer is years old and they just don't make them like they used to make them so I probably just need a new dryerA dryer that is years old should not have the same issue and be fixableSomething is causing the same part, thermostat, to go out times in a rowI want to know what is causing that problem to occur over and over and have it fixedI don't need told by *** who is not a technician, and over the phone that I should just get a new dryerIs she giving me the money for a new one! She also told my husband she could have someone else come out or we could just close the door on this problem and get a new oneI don't think any of these comments were too professional.....I'm the consumer I paid for a repair that hasn't been doneYes a part is out but why does it keep going out....just common sense that something else is wrongI'm hoping the next visit is the last and this is finally resolved!
Sincerely,
*** ***

June 6,
Revdex.com
*** *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** ***
Via 1st Class US Postage
Via email:
***
Dear *** *** This letter serves to provide you with an update regarding *** *** complaintI have corresponded with the maintenance department and we are going to be repairing the part under warrantyWe are corresponding with the customer in regards to schedulingI will update you accordingly
Thank 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
*** *** ***

March 3, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his washer First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his washer. After reviewing the notes in our service system, our office authorized a replacement under Mr*** Master Protection Agreement (MPA). Based upon the features of Mr*** current washer, it was determined that $would provide him with a comparable replacement under his MPA. An email was sent to Mr*** on February 29, 2016, explaining the replacement process. As stated in the email, Mr*** is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, (*** *** to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; the MPA will then provide additional coverage until October 16, 2020. This expiration date includes a six-month extension provided to Mr*** by our Protection Agreement Department. With that said, since we are providing Mr*** with an equitable 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

December 30,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint
regarding the problems she encountered when she returned her washer and not receiving her refund in a timely basis
Firstly we 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 furtherUpon receipt of Ms*** complaint we researched the order and case notes related to her return and refundAccording to our records, on October 17, Ms*** purchased a Whirlpool washer, a hose and a protection agreement; she was charged a total of $On November 2, the washer was exchanged for a *** washer and she was charged an additional $The *** washer was returned and she was issued a refund of $in the form of a bank checkOur records also indicated that on November 14, our contract department issued a refund in the amount of $in the form of a bank checkHowever, Ms*** called that she had not received the second checkThe refund check was cancelled and on December 21, our contract department re-issued the refund of $to her credit cardOn December 29, Ms*** confirmed that the credit had posted to her accountSince Ms*** was charged a total of $and we issued two refunds totaling $806.98, she is due an additional $credit
We have been in contact with Ms*** and have requested her credit card information in order to process the remaining refundOnce we receive this information we will complete the processSince our agreement with the Revdex.com restricts the length of time a complaint can remain openMs*** has our written commitment to refund the remaining $18.37, so we feel that keeping this case open during the interim is unwarrantedIf Ms*** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWith that being said, we respectfully request this case be closed
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 Business Response /* (1000, 13, 2015/05/15) */
May 15,
Revdex.com
Attn: ***
North Wabash Ave., Ste
Chicago, IL
Our File No: XXXXXXXX
Revdex.com Case #:*** *** ***
Via: Revdex.com Website
Dear Ms***
Thank you for
contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileThis letter serves as a follow up to my conversation with Mrs*** on 05/07/On behalf of SHIP please know that we value her as a customer and apologize for any frustrations or inconveniences she may have experienced
SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe 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 mannerThe replacement window has been ordered and will be shipped on 05/18/Once we have received the new window we will contact the customer to schedule the installation
We sympathize with any inconvenience and understand Mrs***'s frustrations and will do all that we can to ensure she is satisfied with the serviceThank you for your time, effort and patience during the investigationIf you have any questions or concerns, please contact me at XXX-XXX-XXXX ext*** or via email at ***@searshomepro.com
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: *** *** via First Class Mail
Initial Consumer Rebuttal /* (3000, 20, 2015/07/10) */
I am still waiting for my window to be replaced and for a credit to be put on my accountIt is now almost months after my first complaint and this is still not resolved!!!!! I am not very happy!!!!
Final Business Response /* (4000, 22, 2015/07/20) */
July 20,
Revdex.com
Attn: ***
North Wabash Ave., Ste
Chicago, IL XXXXX
Our File No: ***
Revdex.com Case #:*** *** ***
Via: Revdex.com Website
Dear Ms***
This letter serves to provide a response to Mrs***'s rebuttal statement dated 07/10/We appreciate the opportunity to address her concernsSears Home Improvement Products (SHIP) will not agree to issue any credit to her accountThat decision is based on the following information
The window in question was replaced with a better quality window at no additional charge to Mrs*** after ordering a replacement for the original replacementThere was absolutely nothing wrong with the previous window other than a scratch in the frame of the windowOur District General Manager decided to allow her to select a different design window at no additional cost to her so we are already compensating her by upgrading the product at no additional cost to herPer the service work order Mrs*** signed, she stated that she was not satisfied with the caulking job or trim around her windowsThe matter is being reviewed by senior management and will be addressed
Thank you for your time, effort and patience during the investigationIf you have any questions or concerns regarding this matter or SHIP's response, please contact me at X-XXX-XXX-XXXX extension *** or via email at ***@searshomepro.com
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: *** *** via First Class Mail

Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
October 7,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94571729- Barbara ***
Dear Ms
***:
We have completed the investigation of Ms***'s complaint regarding the repair of her refrigerator
Upon receiving Ms***'s complaint we would first like to apologize that the initial repair did not solve the refrigerator's issuesUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, 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 locationWe understand that this can be frustrating when a customer has an atypical situation like Ms***, and we are pursuing solutions that will provide better options for our customers when these issues occur
With regards to food loss, Ms***'s refrigerator is covered under a Master Protection Agreement (MPA)Under the terms of her MPA, she is covered up to $per calendar year for food lossMs*** received food loss in the amount of $that was processed on September 22, in the form of a food lossUnfortunately we are unable to increase this amount as she has already received the maximum owed to her under her MPA
Per our service records, Ms***'s refrigerator was repaired on September 25, and is now working as designedThat being said, because we have addressed Ms***'s issues and her refrigerator is now functioning, we respectfully request this complaint be closed
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,
Erica ***
Regulatory Complaints Specialist
***
Erica.***@searshc.com

Complaint: ***
I am rejecting this response because: I have had several issues with my fridgeThe tech himself told me theses refrigerators are always having issuesWhat happened to replacing an item if is has issues?? The lemon whatever its called I told the tech to put in a request for a new oneHe said he would I DO NOT want this fridge anymoreEvery single time someone comes out to "repair" it, the same or a different problem happens again and again and againIts always just a temporary fix, NOT a repair.
This is absolutely ridiculousThis fridge needs to be REPLACED.
And you guys are claiming repairs are on a first come first serve basis and you have very few techs, can you please explain why this guy sat in his vehicle for over an hour in front of my home after he was done?? Why didn't he move on to the next job? Unbelievable
Sincerely,
*** ***

Purchased a $Kenmore Elite French Door refrigerator in May I have been through faulty ice makers and now have been without a fridge sine 11/23/ After failed service calls, a replaced condenser, compressor and other items it is still not working We lost over $of food including all of our Thanksgiving meal The technician has tagged it for replacement, however their STAC department will not authorize until they try replacing the evaporator which is on order They anticipate another days plus for me, a single mother of to go without a refrigerator Simply unacceptable

I purchased a *** elite washing machine in Since day this machine has continually gotten off balanceI thought it was just the way it wasHowever it has continued to get worseHad sears repairman out recently and he said it was an issue with the motor and would cost at least $to repairWe paid around $for this machineI have grown to hate itAlways loved sears products but this is not acceptable

October 28,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have completed the investigation of *** ***s rebuttal
We have reviewed both our response and *** ***s rebuttal, and we do not find that he has brought any new information to his complaint*** *** insists that the Actuator was not ordered causing the delay in completing service on his washer*** lists part # *** as the Actuator; this part is a slim oval ring that shifts the agitator and has much to do with the agitator workingWhen the service technician arrived on October 8, he found this part would not fix *** ***s washer because the agitator was movable but that there was a grinding noise when the agitator was in motion, based on that assessment our service technician ordered the entire gear case which includes separate parts; this was installed on October 16, These parts are available to view online at the Sears Parts Direct websiteAll *** ***s need do is put in his model number and the name of the part he would like to view
While we understand that he was dissatisfied with the service he received, we have made the attempt to address the inconvenience he experienced unfortunately when we contacted *** ***, *** *** disconnected the call stating she did not want to speak to anyone from Sears and once her service warranty was up she would shop elsewhereIn light of outcome of that call and to prevent upsetting *** *** *ny further we provided the laundry reimbursement offer stated in our closure letter dated October 20, This offer remains open for days until November 20, Since we have made an attempt to address the issue directly with *** *** *** *** and have offered a fair and equitable resolution this case remains closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ** ***
*** *** ***
*** *** ***
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