Sears Corporate Office They failed to honor the Master Protection Agreement Hoffman Estates IL Illinois

This is the letter I sent to Sears Corporate today.

"This issue starts 4 months ago when I purchased an LG oven at a locally owned Sears store in Steamboat Springs, CO. Bear with me as this is quite a long history. 

As told to me by the sales associate at the time of my purchase, this particular oven unit was purchased by the original customer in September 2017 and when the Sears associates arrived to install it, they found that it was not the right size. This unit was then returned to the sales floor of the locally owned Sears store in Steamboat Springs, CO. The locally owned Sears store in Steamboat Springs, CO does not carry inventory. What they have are a few select units for display at their showroom. Because they don't carry inventory, they reduced the price of the returned oven in order to sell it quickly. We purchased the oven a few months after the initial buyer, in December of 2017, and we were told that it was brand new, never used, and returned only because it was the wrong size. But the item sold to us was damaged. After unwrapping the unit, we saw the smashed top panel, the cord that was pulled apart and exposing the wires, the dented and scratched lower door, the upper door that was scratched and had sprung hinges. We immediately called the locally owned SEARS store and talked to the manager about the damage. He told us that we bought the unit AS IS and that he would not do anything to repair it. I disagreed and insisted upon it being fixed. (If it was an AS IS unit, he would not have been able to sell me the 5 year Master Protection Agreement on the oven.) He threatened to take the unit from us so we filed a formal complaint against him and the store. We were told to contact SEARS regarding the Protection Agreement and start the repair process through them. We did this at the end of December 2017.

The first repair man showed up in early January to diagnose the problem and order the parts. After 2 months we had not heard back from him nor SEARS regarding the status of the repairs. We were told to file a formal complaint against the repairman so we did. That removed him from the repair ticket but we were back at the beginning with an oven that still hadn't been repaired. At this time, we looked through the paperwork that came with the oven. There was a large plastic bag with the following contents: an envelope containing the wiring diagrams for the oven, a square of cardboard cut out of the original delivery box which included the original buyers name and phone number, an LG warranty registration card, a pamphlet showcasing the sears protection program with a pocket in the back containing the terms and conditions, a green laminated "Wall Oven Quick Tips" sheet, the LG owner's manual, the LG installation manual, and two receipts dated in October 2017 showing parts and repair requested for this unit with the words" UNIT IS SMASHED" and "ORDERED PARTS NEEDED TO CORRECT HIDDEN DAMAGE ON UNIT" on them. The damage listed was not disclosed to us during the sales process, yet the owner of the Sears store absolutely knew about it. (Copies of the receipts are included.)

The second repair man showed up at the end of March and diagnosed the problem and went to order the parts, only to find out that the hinges and the mother board for the unit were unavailable. He updated the system with this information and told us to call Sears to start the paperwork for getting a replacement. Today I received an email with an authorization amount that is not enough to replace the oven that we purchased. You offered $1979.93. We paid $1979.93 plus $158 in tax for our unit (a total of $2137.93) In order to replace this unit through Sears it would cost $2519 plus $211.60 tax (a total of $2730.60). The difference between what you are offering me and what it would cost to actually replace it is $750.67. That is not a replacement. A replacement is me having the same oven, in my house, at no cost to me. Anything less is not a replacement. 

From the beginning, Sears has been hard to work with. I have made multiple calls each week to inquire about the status of the repairs, to get an update, to file a complaint, and each time I have been on hold or on the phone for 45 minutes to 1 hour. It has been over 4 months and this issue is still not resolved. Just last Friday, April 13, 2018 when I called to move forward with a replacement, the customer service representative I talked to did not process my information. They left it undone and the agent I talked to on the phone Tuesday the 17th had to process everything for me. This was not the first time that the agent on the phone did not process the information they needed to. It was a chronic issue, not something I encountered once. 

We were sold a damaged unit, fraudulently labeled as new. I believe the fraud continues with the offer of a replacement at a value below the actual cost. Today I spoke with Richard (sales ID# 474890) and I was told that he was the department manager and not allowed to override the authorized amount. I asked to speak to his supervisor or someone authorized to override the amount. He said he had no boss and nobody I could appeal to. I insisted on getting a name or phone number of his supervisor so he gave me an email address. This same letter was emailed to (....) on April 18, 2018. I am disappointed by this continuing interaction with Sears Protection and I ask you to make this right."