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Home Department Stores Sears - Corporate Headquarters Complaints and Resolutions

Sears - Corporate Headquarters complaints

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3333 Beverly Road B6-258b
Hoffman Estates, IL 60179 | Get Directions

(847) 286-2500

http://www.sears.com

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Total Amount in Dispute:
$1,096,009.00

Total Amount Settled:
$2,691.00

Complaint Experience

77%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

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Complaint Closing Statistics

293 complaints against Sears - Corporate Headquarters closed in last 3 years.
Complaints Type of response
10 Making a full refund, as the consumer requested
7 Making a partial refund
151 Agreed to make an adjustment
10 Refusing to make an adjustment
53 Refuse to adjust, relying on terms of agreement
61 Unanswered

293 complaints against Sears - Corporate Headquarters

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2/17/2025

RESPONSE: Complaint was not answered Amount in Dispute: $950.00 Amount Settled: $0.00

Customer Complaint

1/22/2025

I purchased a gas boiler from sears 11/23 but it did not get installed until 1/24. The heater was not properly installed and now it does not work properly!! It was numerous problems from day 1 they brought the wrong boiler, i needed a gas boiler they brought an electric broiler. I had to wait 2 to 3 days before the gas heater arrived, they never changed the paperwork on file the heater is a kenmore but they installed a dunkirk. I have not gotten any help & the installation was not done correctly according to the sears repair person. Sears have not taken responsibility and i had to come out of pocket for all the repairs!! My master warranty is good until 11/2030 what good is that warranty to me???? Resolution Sought To take responsibility for their mishap & to reimburse me back the money i spend out of pocket & the inconvenience.

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2/23/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $950.00 Amount Settled: $0.00

Customer Complaint

1/21/2025

I purchased a gas boiler from sears 11/23 but it did not get installed until 1/24. The heater was not properly installed and now it does not work properly!! It was numerous problems from day 1 they brought the wrong boiler, i needed a gas boiler they brought an electric broiler. I had to wait 2 to 3 days before the gas heater arrived, they never changed the paperwork on file the heater is a kenmore but they installed a dunkirk. I have not gotten any help & the installation was not done correctly according to the sears repair person. Sears have not taken responsibility and i had to come out of pocket for all the repairs!! My master warranty is good until 11/2030 what good is that warranty to me???? Resolution Sought To take responsibility for their mishap & to reimburse me back the money i spend out of pocket & the inconvenience.

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Company Response

2/10/2025

This letter serves as our response regarding your steam boiler concerns that was installed in November 2023. We apologize for any inconvenience that you may have experienced with scheduling a service with the Sears service department. Per our conversation on January 23, 2025, it was my understanding that you called in for a recent service due to the boiler not heating as it should. A Sears tech came out and recommended you contact a plumber because the water was not in the boiler. You expressed you went local to fix the boiler and will have the invoice forwarded for my review for a possible refund. After reviewing the invoice dated Jan. 17, 2025, from your contractor, it appears that the contractor is not a licensed plumber. However, he replaced the water feeder and chimney stack that was cracked. It was explained to you on February 5th that I tried to reach out to the contractor because I had questions about the repairs but have not received a response. You mentioned that they will reach out to me but they have yet to do so. That said I have reviewed the two items that your contractor repaired with our licensed contractor of the company who has over 50+ years' experience. The chimney stack was not in the scope of the original contract therefore Transform/Sears is not responsible for a refund for repairs on something not included in the contractual agreement. Transform/Sears will also not be responsible for the water feeder repair because it worked as it should within the first-year workmanship warranty. If it was installed incorrectly then the boiler would have not worked properly when it was installed in Nov. 2023 until repairs were needed. The contractual agreement states on page 3 of 12 that we would repair/replace if installation proves faulty within one year after the completion date. The completion date was on Nov. 9, 2023. The workmanship warranty expired Nov. 9, 2024. While you purchased a 7year master protection agreement (mpa) plan this plan only includes service for the steamed boiler itself. The mpa does not cover items that are accessories to the unit. For instance, water feeders or any parts connected to the boiler. I have enclosed a copy of an mpa for your records. At this time, we are closing our file as we fulfilled our contractual obligations. We are sorry for any confusion with the mpa coverage and inconvenience for service on the boiler. If you have any additional questions or concerns, please contact me at 407-417-1991, or via email at [email protected]. Sincerely, Melissa Caldwell Transform Regulatory Complaint Supervisor

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