Legal action against Sears advised

In view of:

• Sears Auto Center negligence at their Florida Mall in losing our keys and car remote,
• Sears Executive Offices ignoring their own documentation regarding the towing back to their facility of our vehicle within 36 hours of sending us on our way in a vehicle for which they mounted tires but failed to check the tire pressure, the tire subsequently going flat when we discovered it completely flat in the driveway June 6 a.m.
• Orange County Sheriff Office police report filed against Sears on June 4, 2013 regarding our lost or stolen keys
• estimate for replacement as requested by Alyssa A. in the Sears Executive Office
• Sears Tire and Auto Center at Florida Mall managers misrepresenting (aka lied about) the events that occurred on June 4, 2013 and June 6, 2013,
• “advice” of Joe Oakes for us to take legal action against Sears

and on the advice of legal counsel in the Orlando area, required courses of action are in order.

Photographs of only half of our key set returned to us at Sears Auto Center

On Tuesday, June 4, 2013, we came back to Sears Auto to pick up our vehicle at the time Sears told us the car would be ready.
We were handed this – see photo below.
My daughter inquired, “Where is the other half of our keychain”?
The key fob (remote or clicker that opens all of our car doors), the car key that opens the trunk and all doors, and our house key which were on a blue parachute clip all attached to the other half of this keychain had been detached and were MISSING!

This keychain is a two-part keychain:

• One half contained the “valet” key to the car
• The detachable second half contained three items: our house key, the key that opened the trunk and all the doors, and the key remote (clicker/fob) that opened all of the doors, and a blue parachute clip

When we were handed our keys, only  the “valet” key to the car was on the keychain. The detachable second part was gone, shown in the photograph below at the time we went back to pick up our vehicle after Sears was to be finished working.

At the onset that day, Sears Auto center mechanic Carlos and Bob Parr directed my daughter to pull the car into the bay. They also directed her to leave the keys in the ignition.

Either Bob, Carlos or a mechanic who worked on the car unclipped the keys to make it easier for them to have the part with the trunk key separate. They did not put the two parts back together.

My daughters and I walked through oil and grime to search throughout the Sears Auto Center maintenance areas for several hours, in technician areas, parking lot, trash cans in the front and maintenance areas, along with Bob Parr and two employees.

At one point Melanie brought to us a set of keys on a light blue clip and asked if these were our keys. I replied, “No.” She said, “These must be another customer’s keys.”

Sears Auto Center at Florida Mall loses customer keys

Ace Wrecker tows car to Sears after Sears Auto Center Florida Mall mounts tires for customer

On Thursday, June 6, 2013, approximately 36 hours after Sears Auto Center at Florida Mall mounted two front tires on our vehicle, Ace Wrecker towed our car back to Sears.

Ace Wrecker tows customer car to Sears Auto at Florida Mall

Flat tire that Sears Auto Center at Florida Mall mounted on customer car less than 36 hours previously

Sears Auto Florida Mall Store and Managers Lie in Investigation

Tuesday, August 6, 2013, approx. 8:30 pm

When Stephanie calls from Automotive Online 1-800-526-3682 Ext. 16405, she reads notes that she was forwarded on the “investigation” and case regarding Sears Auto Center at Florida Mall losing our key remote and house keys June 4, 2013. She tells me that Sears Auto Center managers recorded in the investigation that we came back to the center a week after June 4, 2013 stating that we were unhappy about how the car rode after they mounted the tires.

This is a blatant lie by Sears Auto Center managers and loss prevention manager Joe Oakes, which lie and negligence by same can easily be proven with SIGNED Sears documentation by myself AND BOB PARR SERVICE MANAGER on Thursday, June 6, 2013.

We did not come back to the center a week after June 4 unhappy about how the car rode. WE WERE TOWED TO THE SEARS AUTO CENTER ON THURSDAY, JUNE 6, 2013, approximately 36 hours after Sears mounted the tires, the left front tire COMPLETELY FLAT. Photographs of the car are documented throughout this journal. Auto Wrecker (photographs provided as well) was enlisted by Bob Parr to tow our vehicle back to their service center on June 6, 2013.

Here are the details proving Sears Auto Center managers are covering the facts to hide their negligent actions. Photographs are posted herein this journal as well:

• On June 4, 2013, my daughters and I, as well as several Sears employees spent three hours searching all over the Sears garage, parking lot, garbage cans, including my daughters and I walking with Bob Parr through mechanic stations and throughout the maintenance bay.
• On June 6, 2013, when we were going to leave our home and found that the front left tire, which Sears had just mounted less than 36 hours previously, was FLAT, Bob Parr, Service Supervisor, sent a tow truck. Auto Wrecker (photos provided) towed the car to Sears. THERE IS A SIGNED AND PAID RECEIPT BY BOB PARR ON FILE WITH SEARS AS I SIGNED THAT RECEIPT AS WELL. This is another document PROVING that Sears managers, who wrote in this case that we came into the center a week after the tires were mounted saying we were unhappy with how the car rode after Sears mounted the tires, as Stephanie read from the report to me on the evening of August 6, 2013, are LYING to cover their persistent negligence in this matter. The documentation proving Sears managers falsified their reporting of this investigation is available certainly from Sears Auto Center at Florida Mall and was SIGNED BY SERVICE MANAGER BOB PARR and myself.

Telephone call from Stephanie

August 5, 2013, 3:52 pm

Stephanie indicates that she spoke to their Blue Ribbon team. She was advised to escalate to District Manager. He stated he is working on this ASAP and will
contact her.
She asked to give them until Monday August 12, 2013, when she will call me back.

Telephone call with Stephanie at Sears Automotive

August 5, 2013, 1:30 pm

Telephone call 1-800-526-3682

Stephanie Automotive Online 1-800-526-3682 Ext. 16405

Explained entire situation. She verified my information. She put me on hold to try to contact Alyssa A. – same message as I explained that I continuously get.

I gave her all of the information I have journaled – incidents, conversations, telephone calls, dates, times, as well as the estimate for the replacement of the items that Sears at Florida Mall lost.

All I am asking is the reimbursement for the items that Sears lost, as was promised to me by Alyssa A.

Stephanie is going to talk with managers in effort to get this appropriately resolved. She stated she will definitely call me back before she leaves today at 7 pm with information regarding this situation.

Email response from Sears August 2, 2013

Per Sears contact form online:

My Comments: Sears Automotive at Florida Mall lost my key fob, car key and house keys. I have had contact with Alyssa A. in Corporate. I had agreed to get an estimate from the car dealer for replacement. When I obtained that estimate and called her, she has failed to return my numerous calls now for weeks. I NEED to get my key fob and keys to my vehicle replaced, which Sears Automotive lost. I need telephone, address to file demand and/or complaint letter from Sears for same as soon as possible. Thank you.

Sears response August 2, 2013:

Thank you for your recent correspondence to Sears! We apologize for the issues that we
have caused to you. It seems that we have put you through a lot for no good reason. To
better assist you with your request please contact our Auto NCR at 1-800-526-3682. They
are able to handle the situations that occur in the auto center and can better assist you
in getting these issues resolved.
Again, we apologize for the inconvenience that we may have cause to you. Please contact our Auto National Customer Relations line as soon as possible so we can further assist you in getting this issue resolved.
Thanks,
Jessica J.
Automotive Care Specialists
1-888-819-6963
web@customerservice.sears.com

August 1 and still no action by Sears on my lost keys and remote

Sears Customer Relations Hotline:
1-800-549-4505

Per 8/1 Nikeya:

shc@customerservice.sears.com

Sears National Customer Relations
3333 Beverly Road
Mail Stop RR
Hoffman Estates, IL 60179

8/1/13

Contact with Sears.com:
Sears Automotive at Florida Mall lost my key fob, car key and house keys. I have had contact with Alyssa A. in Corporate. I had agreed to get an estimate from the car dealer for replacement. When I obtained that estimate and called her, she has failed to return my numerous calls now for weeks. I must get my key fob and keys to my vehicle replaced, which Sears Automotive lost. I need telephone, address to file demand and/or complaint letter from Sears for same as soon as possible.

What I had to do today, again:

• I send contact as above and email complaint to Sears.com via their online form
• Tweet Sears re: SEARS AUTO FLORIDA MALL RIP-OFF They lose key fob, car, house keys. I get estimate. Alyssa won’t return call to reimburse 4 weeks now. T
• Tweet searscares re: SEARS AUTO FLORIDA MALL RIP-OFF They lose key fob, car, house keys. I get estimate. Alyssa won’t return call to reimburse 4 weeks now!

Once again, no return call by Alyssa A. at Sears Executive Offices

July 3, 2013, 6:50 pm
Voicemail message to Alyssa A., 888-266-4043, ext. 90
In that Alyssa A. has failed to return four telephone calls within three weeks since our agreeing that I get an estimate to her for Sears Auto Center at Florida Mall in Orlando, Florida in losing my key and key fob, I have left a message providing her with one final opportunity to correct her negligence and to rectify this situation before I file a formal demand letter with Sears and Sears Holding Company, providing copies of estimate, notes, journal from these writings as well as the police report filed on the night Sears Auto Center lost our keys.

Alyssa A. failing to respond will result in formal demand letter being sent.

Still no return call from Alyssa at Sears Executive Offices

July 2, 2013

Still no return call to three messages left since June 17, 2013 for Alyssa at 888-266-4043, ext. 90.

Called and left message again at 1;30 pm.

Called and dialed extension 00 to talk with operator. She is trying to reach out to Alissa to take my call.

Sheleatha is trying to help and sending Alyssa an email since Alyssa is not returning my telephone call messages.

FAX estimate, etc, Alyssa – 1-800-326-0485 Attention Alyssa.