*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have completed our investigation of MsM*** complaint regarding service for her dryer On receipt of Ms
M*** complaint research showed that we completed repairs on her dryer on May 25, We apologize for any inconvenience for the delay in completing this service but we are unable to honor MsM*** request to compensate her for the missed service date in the amount of $47,as she has requestedSince we have repaired MsM*** dryer and it is our understanding that the dryer is now in working condition we have closed this complaint We apologize to MsM*** 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 *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears sent James *** to our home on 8/28/to repair the door properlyThis very pleasant man resealed the door and fixed the mistakes of the first installerWe are very happy with the repairs and consider the problem solvedWithout your help we are sure this problem would not have been addressedTHANK YOU!!!!!!
September 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with
our customer service and request for assistance in returning her sears.com order for a refund It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe 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, our records indicate that sears.com attempted to verify Ms*** return on September 6, 2016, and sent an email asking her to reply to confirm that the air conditioner was picked up. It does not appear that Ms*** has replied to date; however, refunds of $and $were issued to her *** ending in *** on September 16, 2016. Ms*** may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she 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 Ms*** comments and an equitable resolution has been provided 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 26, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have been unable to complete the investigation of *** *** complaint regarding his online order
experienceIt is unfortunate that we failed *** *** expectations as we value his patronageWe can understand his frustration with the series of events detailed in his complaintAfter researching this matter we sent an email correspondence to *** *** advising that we could ensure that the product is listed under his name for future service reasonsAdditionally, while the order is listed under ** ***name, the actual product was purchased under his name as he was the cardholderIf *** *** still requires assistance, he is welcome to contact me via email at *** or by telephone at *** *** With that said, we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future *** *** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted *** *** concerns and we respectfully ask to have this matter closed We apologize to *** *** for this issue 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
Complaint: ***
I am rejecting this response because:
Sincerely,
Kelly B***Please have them look at the last repairman’s visitThe heating element had to be changed out so therefore there was something wrong with the dryerIt doesn’t matter that I called months after I got the dryerThe fact is they repeatedly said nothing was wrong when in fact there was something wrongPtitful excuses
May 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the non-receipt
of a gift card It is regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her dishwasherWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon researching Ms*** concerns with the gift card, we found that the $gift card was processed on May 19, 2017; Ms* *** should have received it via email by now. As clarification, sometimes the gift cards get routed to junk mail, so we ask that Ms* *** check that folder if it has not been received in her regular inbox. If Ms* *** still has not located the gift card, she can send an email to ***, so the gift card can be researched. If we are able to confirm that the gift card has not been used, we will void it and resend it; this time we will mail it to the address we have on file for Ms* ***. In the interim, we ask that this matter be closed Again, we apologize to Ms* *** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding Sears Auto CenterFirst, we would like to apologize to
Ms*** for failing her expectations in regard to her recent vehicle service. Additionally, we forwarded Ms*** complaint to the Auto Center Manager District Manager for further review, as we do not take these matters lightly. District Manager *** *** responded that he spoke with Ms*** on May 16, 2016, regarding her concerns. Since then he has left several voice mails asking for a call back to discuss a resolution. Unfortunately, Ms*** has not returned his calls. Since Mr*** has not been able to speak with Ms*** again, he would like propose the following resolution; a full refund of the tire installation and free oil change. If Ms*** would like to accept this offer, she is welcome to call Mr*** at (*** ***. In the interim, since a fair resolution has been proposed and Ms*** concerns documented, we ask that this matter be closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11599291, and find that this resolution is satisfactory to me
Sincerely,
Susan Mckee
Revdex.com:I have been in contact with sears and a satisfying agreement was come to.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Jonathan ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Kmart you should do all possible to have an up to date product tracking system to prevent problems with not being able to order from Kmart.com
October 1,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * Luther B B***
Dear *** ***
We have completed the investigation of MrB*** complaint regarding the problems he encountered with the repair of
his washer and his request for a replacement washer
Upon receipt of MrB*** complaint, we reviewed the service order and case notes related to MrB*** washerAccording to the service orders, on July 11, our technician assessed the washer and found a problem with the gear case and ordered several partsThe technician scheduled another appointment to install the partsOn July 24, our technician returned and attempted to remove the tub to work on the gear caseHowever, the bolts to the washer tub were seizedOur technician contacted our Strategic Technical Assistance Center (STAC) to report the issueSTAC instructed the technician to chisel the bolts to remove themThe technician was unable to remove the tub and STAC instructed the technician to order a new washer tub and washer basket in order to complete the repair; another service appointment was scheduled for August 3, to install the partsWhen another technician returned on August 3, 2017, he also attempted to remove the washer tub and basket to install the new onesRegrettably he could not remove the bolts and he contacted STAC as well to report that the parts could not be removedSTAC instructed the technician to continue with the repair and to chisel the damaged boltsThe technicians determined that continuing with the repair would only cause additional damage to the washer and stopped the repair without authorizationSince notes indicated that the technician did not complete the repair as instructed, technically the washer would not qualify for replacement under the terms of the agreementTherefore, when MrB*** called in regarding the replacement, he was advised numerous times that the washer had to be serviced as per STACWe apologize to MrB*** that the associates referred to STAC as the technician’s supervisorAs clarification, a technician must contact STAC to determine if a unit is in fact non repairable and the service order must be noted as suchIn MrB*** case, the unit was not deemed non repairable by STAC
We can also understand how frustrating MrB*** has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and he was offered a replacement for the washerMrB*** selected a floor model from his local store and the replacement washer was delivered on September 29, MrB*** was emailed a digital manual and quick start for the washerWith that being said, since we have addressed the issue brought forth in MrB*** complaint, we have closed our file
We apologize to MrB*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Gary K***
We do not find that Ms*** has brought forth any new informationWe have put our original response letter belowIn it we explained that we were sending a check for the remaining items so that Ms*** could contract her own installer to complete the work since we will not return to her homeShe was aware that this was what the check was for and she cashed that check, so it is closed on our end.Revdex.com Attn: *** *** North Wabash Ave., Ste2006 Chicago, IL 60611 Our File No: *** Revdex.com File No: *** * *** *** Via: 1st Class US Postage Via email: *** Dear Ms*** This letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with Ms*** SHIP has complied with numerous demands she set forth to resolve her complaintsSHIP has provided her with all of her contract documentation, and instructed her to reach out to her loan servicer to obtain her loan documentsTo address her installation complaint, SHIP attempted to schedule an installation date for her electrical breaker on Thursday, October 6thThe installers were running late due to heavy traffic, but kept in touch with Ms*** to advise her of their arrival timeUpon the installer’s arrival, Ms*** refused to allow them to complete the installationThis is not the first attempt to complete her installation, as a prior attempt in early September resulted in the installers being berated by Ms*** while she allowed her dogs run them off the property. Florida is a right to cure state and we have copious documentation to show our attempts to complete her installationWe also have copious amounts of documentation and notes to show that Ms*** has repeatedly refused and blocked any attempt to complete the minor punch list itemsDue to our inability to amicably resolve this complaint, SHIP has removed the cost of the electrical breaker from her contract, as well as the cost of a return air grill from her contract that is bentTo reimburse her for these items, SHIP has sent a check via ***/Signature required and she may repair those items at her leisureThis will substantially complete her contract with SHIPMs*** will be responsible for contacting the *** *** *** Department upon completion of these items to inspect and finalize the permit. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I do wish to add that I was expecting a call or contact from management or the Revdex.com, I was not expecting a hard to hear response from a local store However, I did get in touch with the store in Aurora, and the problem has been resolved. Thank you
Sincerely,
Anthony ***
Complaint:
I am rejecting this response because:The response did not sufficiently address the issue of Sears allowing its store to sell suspected returned/rummaged through boxes as NEW to their unsuspecting customersInstead they choose to stand behind a day return policy and not their customers by insisting there are no acceptions in this matter to help those who have been wrongedAnd instead of focusing on the more important matter of hand, they felt the need to discuss the time frame difference from when the body of this complaint was last written before submitting it to the Revdex.comAnd contrary to their beliefs most customers can not tell is a part is either missing or damaged if they have never looked at parts like these beforeWith having read yet another of letter summarizing their excuses, I can honestly say, I expected no lessI'm not even sure why we felt the need to purchase the Craftsman Garage door opener though Sears or anything else for that matterA lot of customer friendly store today offer life time saitifaction or you money back on products the sellSo in summery, based on multiple bad experiences in regards to horrific customer service, I would consider myself extremely greatful to never have to deal with Sears or Kmart again
Sincerely,
Joseph ***
We responded to Ms*** complaint in April but do not see that it is in her case so we are providing this again:May 15, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We
have completed the investigation of Ms*** complaint regarding debris that is trapped in between the panels of glass in her range. As clarification, almost all wall ovens and many ovens in free-standing ranges, vent from the glassThis is where steam escapesFor ovens in ranges, they also sometimes vent back near the back burnersWe only mention this because it is never intended to be hermetically sealedSo if something is spilled or splashed on the door it is possible for it to get between the panes of glass and it would be the consumer’s job to clean thisIt is not covered under any warranty or maintenance agreement Also, while the glass can shatter in an oven as it is only tempered and not bullet-proof, it is not caused by grease and grime in between the glass panelsWhat generally happens is that tempered glass can be microscopically chipped or develop a fault from being banged against racks that are out when the door is being closed, or items being bumped or dropped into or onto the glassEventually as the glass expands and contracts when heated it will eventually fail which leads to the “explosion” that Ms*** mentionsIt just happens to be the way that tempered glass is designed to shatter so that it is less dangerous than sharp shards; instead it breaks into small, pebble like chunks With that said, Ms*** oven is working as designed and does not have a defect in material or workmanshipEven if it was defective, her warranty that provided coverage for defects expired almost years agoAt this time, if Ms*** wants to replace or clean her glass then it would be at her expenseAs this decision is commensurate to the circumstances, we have closed our file. 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,*** ***Team Manager, Regulatory Complaints*** *** ***Email: ***
March 7, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Barbara and Emile *** - # *** Dear Ms***: We have completed our investigation of Mrand Mrs*** complaint regarding their
refrigerator It is regrettable that we failed Mrand Mrs*** expectations in regard to their refrigeratorWe value Mrand Mrs*** patronage, but we can understand how the series of events noted within their complaint may have exacerbated their frustrationsAdditionally, we would like to assure Mrand Mrs*** that we appreciate their valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mrand Mrs*** Upon receiving Mrand Mrs*** complaint, we contacted the local service unit for assistance. They were able to schedule a technician on February 21, 2017, to re-examine the refrigeratorWhile at the *** home, the technician consulted with Sears Technical Assistance Center (STAC). Upon their recommendation, he ordered a control board. The technician subsequently returned on March 6, 2017, to install the part and complete the repair While we understand that the *** would prefer to have the refrigerator replaced, the refrigerator was purchased over eight months ago, so an exchange is no longer an option under Sears’ Return Policy. Per the return policy, an exchange is only permitted within days of purchase. Once outside this time frame, any operating issues need to be addressed by our service department, since the manufacturer’s warranty provides for as many covered repairs as needed for the first year of ownership. With that said, since we have completed the repair to Mrand Mrs*** refrigerator in accordance with their manufacturer’s warranty, we ask that this matter be closed Again, we apologize to Mrand Mrs*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
June 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and failure to provide an exchange for an undergarment item she purchased with Kmart layaway It is unfortunate that we failed Ms*** expectations when she recently requested assistance with an item she purchased using Kmart layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, *** ***, Manager for Kmart Store ***, contacted Ms*** and offered to exchange the item. Ms*** accepted and stated she would return to the store the week of June 6th to complete the exchange. 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, since we have noted Ms*** comments and the requested resolution has been provided 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 *** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** * *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My only additional comment is that it took me ~4-hours of very difficult discussions, negotiations, and hassles to get this resolution. I have been a long time Sears customer for many years, but this issue has truly soured me. It's terrible to see this, but when you compare the responsiveness and customer orientation of other online companies, I'm afraid that Sears will not be in business much longer. From this experience, I understand the current issues in their system, and am happy to discuss them with someone from Sears if they would like it. I can see issues in:- Sears Parts Direct website- Management of website orders- Handling of customer concerns- Unclear elevation mechanisms to address troubled customersand more. I would volunteer my time if it would help them improve their system. Thank you to the Revdex.com for supporting me
Sincerely,
Eric ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have completed our investigation of MsM*** complaint regarding service for her dryer On receipt of Ms
M*** complaint research showed that we completed repairs on her dryer on May 25, We apologize for any inconvenience for the delay in completing this service but we are unable to honor MsM*** request to compensate her for the missed service date in the amount of $47,as she has requestedSince we have repaired MsM*** dryer and it is our understanding that the dryer is now in working condition we have closed this complaint We apologize to MsM*** 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 *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears sent James *** to our home on 8/28/to repair the door properlyThis very pleasant man resealed the door and fixed the mistakes of the first installerWe are very happy with the repairs and consider the problem solvedWithout your help we are sure this problem would not have been addressedTHANK YOU!!!!!!
September 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with
our customer service and request for assistance in returning her sears.com order for a refund It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe 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, our records indicate that sears.com attempted to verify Ms*** return on September 6, 2016, and sent an email asking her to reply to confirm that the air conditioner was picked up. It does not appear that Ms*** has replied to date; however, refunds of $and $were issued to her *** ending in *** on September 16, 2016. Ms*** may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she 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 Ms*** comments and an equitable resolution has been provided 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 26, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have been unable to complete the investigation of *** *** complaint regarding his online order
experienceIt is unfortunate that we failed *** *** expectations as we value his patronageWe can understand his frustration with the series of events detailed in his complaintAfter researching this matter we sent an email correspondence to *** *** advising that we could ensure that the product is listed under his name for future service reasonsAdditionally, while the order is listed under ** ***name, the actual product was purchased under his name as he was the cardholderIf *** *** still requires assistance, he is welcome to contact me via email at *** or by telephone at *** *** With that said, we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future *** *** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted *** *** concerns and we respectfully ask to have this matter closed We apologize to *** *** for this issue 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
Complaint: ***
I am rejecting this response because:
Sincerely,
Kelly B***Please have them look at the last repairman’s visitThe heating element had to be changed out so therefore there was something wrong with the dryerIt doesn’t matter that I called months after I got the dryerThe fact is they repeatedly said nothing was wrong when in fact there was something wrongPtitful excuses
May 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the non-receipt
of a gift card It is regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her dishwasherWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon researching Ms*** concerns with the gift card, we found that the $gift card was processed on May 19, 2017; Ms* *** should have received it via email by now. As clarification, sometimes the gift cards get routed to junk mail, so we ask that Ms* *** check that folder if it has not been received in her regular inbox. If Ms* *** still has not located the gift card, she can send an email to ***, so the gift card can be researched. If we are able to confirm that the gift card has not been used, we will void it and resend it; this time we will mail it to the address we have on file for Ms* ***. In the interim, we ask that this matter be closed Again, we apologize to Ms* *** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding Sears Auto CenterFirst, we would like to apologize to
Ms*** for failing her expectations in regard to her recent vehicle service. Additionally, we forwarded Ms*** complaint to the Auto Center Manager District Manager for further review, as we do not take these matters lightly. District Manager *** *** responded that he spoke with Ms*** on May 16, 2016, regarding her concerns. Since then he has left several voice mails asking for a call back to discuss a resolution. Unfortunately, Ms*** has not returned his calls. Since Mr*** has not been able to speak with Ms*** again, he would like propose the following resolution; a full refund of the tire installation and free oil change. If Ms*** would like to accept this offer, she is welcome to call Mr*** at (*** ***. In the interim, since a fair resolution has been proposed and Ms*** concerns documented, we ask that this matter be closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11599291, and find that this resolution is satisfactory to me
Sincerely,
Susan Mckee
Revdex.com:I have been in contact with sears and a satisfying agreement was come to.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Jonathan ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Kmart you should do all possible to have an up to date product tracking system to prevent problems with not being able to order from Kmart.com
October 1,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * Luther B B***
Dear *** ***
We have completed the investigation of MrB*** complaint regarding the problems he encountered with the repair of
his washer and his request for a replacement washer
Upon receipt of MrB*** complaint, we reviewed the service order and case notes related to MrB*** washerAccording to the service orders, on July 11, our technician assessed the washer and found a problem with the gear case and ordered several partsThe technician scheduled another appointment to install the partsOn July 24, our technician returned and attempted to remove the tub to work on the gear caseHowever, the bolts to the washer tub were seizedOur technician contacted our Strategic Technical Assistance Center (STAC) to report the issueSTAC instructed the technician to chisel the bolts to remove themThe technician was unable to remove the tub and STAC instructed the technician to order a new washer tub and washer basket in order to complete the repair; another service appointment was scheduled for August 3, to install the partsWhen another technician returned on August 3, 2017, he also attempted to remove the washer tub and basket to install the new onesRegrettably he could not remove the bolts and he contacted STAC as well to report that the parts could not be removedSTAC instructed the technician to continue with the repair and to chisel the damaged boltsThe technicians determined that continuing with the repair would only cause additional damage to the washer and stopped the repair without authorizationSince notes indicated that the technician did not complete the repair as instructed, technically the washer would not qualify for replacement under the terms of the agreementTherefore, when MrB*** called in regarding the replacement, he was advised numerous times that the washer had to be serviced as per STACWe apologize to MrB*** that the associates referred to STAC as the technician’s supervisorAs clarification, a technician must contact STAC to determine if a unit is in fact non repairable and the service order must be noted as suchIn MrB*** case, the unit was not deemed non repairable by STAC
We can also understand how frustrating MrB*** has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and he was offered a replacement for the washerMrB*** selected a floor model from his local store and the replacement washer was delivered on September 29, MrB*** was emailed a digital manual and quick start for the washerWith that being said, since we have addressed the issue brought forth in MrB*** complaint, we have closed our file
We apologize to MrB*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Gary K***
We do not find that Ms*** has brought forth any new informationWe have put our original response letter belowIn it we explained that we were sending a check for the remaining items so that Ms*** could contract her own installer to complete the work since we will not return to her homeShe was aware that this was what the check was for and she cashed that check, so it is closed on our end.Revdex.com Attn: *** *** North Wabash Ave., Ste2006 Chicago, IL 60611 Our File No: *** Revdex.com File No: *** * *** *** Via: 1st Class US Postage Via email: *** Dear Ms*** This letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with Ms*** SHIP has complied with numerous demands she set forth to resolve her complaintsSHIP has provided her with all of her contract documentation, and instructed her to reach out to her loan servicer to obtain her loan documentsTo address her installation complaint, SHIP attempted to schedule an installation date for her electrical breaker on Thursday, October 6thThe installers were running late due to heavy traffic, but kept in touch with Ms*** to advise her of their arrival timeUpon the installer’s arrival, Ms*** refused to allow them to complete the installationThis is not the first attempt to complete her installation, as a prior attempt in early September resulted in the installers being berated by Ms*** while she allowed her dogs run them off the property. Florida is a right to cure state and we have copious documentation to show our attempts to complete her installationWe also have copious amounts of documentation and notes to show that Ms*** has repeatedly refused and blocked any attempt to complete the minor punch list itemsDue to our inability to amicably resolve this complaint, SHIP has removed the cost of the electrical breaker from her contract, as well as the cost of a return air grill from her contract that is bentTo reimburse her for these items, SHIP has sent a check via ***/Signature required and she may repair those items at her leisureThis will substantially complete her contract with SHIPMs*** will be responsible for contacting the *** *** *** Department upon completion of these items to inspect and finalize the permit. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I do wish to add that I was expecting a call or contact from management or the Revdex.com, I was not expecting a hard to hear response from a local store However, I did get in touch with the store in Aurora, and the problem has been resolved. Thank you
Sincerely,
Anthony ***
Complaint:
I am rejecting this response because:The response did not sufficiently address the issue of Sears allowing its store to sell suspected returned/rummaged through boxes as NEW to their unsuspecting customersInstead they choose to stand behind a day return policy and not their customers by insisting there are no acceptions in this matter to help those who have been wrongedAnd instead of focusing on the more important matter of hand, they felt the need to discuss the time frame difference from when the body of this complaint was last written before submitting it to the Revdex.comAnd contrary to their beliefs most customers can not tell is a part is either missing or damaged if they have never looked at parts like these beforeWith having read yet another of letter summarizing their excuses, I can honestly say, I expected no lessI'm not even sure why we felt the need to purchase the Craftsman Garage door opener though Sears or anything else for that matterA lot of customer friendly store today offer life time saitifaction or you money back on products the sellSo in summery, based on multiple bad experiences in regards to horrific customer service, I would consider myself extremely greatful to never have to deal with Sears or Kmart again
Sincerely,
Joseph ***
We responded to Ms*** complaint in April but do not see that it is in her case so we are providing this again:May 15, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We
have completed the investigation of Ms*** complaint regarding debris that is trapped in between the panels of glass in her range. As clarification, almost all wall ovens and many ovens in free-standing ranges, vent from the glassThis is where steam escapesFor ovens in ranges, they also sometimes vent back near the back burnersWe only mention this because it is never intended to be hermetically sealedSo if something is spilled or splashed on the door it is possible for it to get between the panes of glass and it would be the consumer’s job to clean thisIt is not covered under any warranty or maintenance agreement Also, while the glass can shatter in an oven as it is only tempered and not bullet-proof, it is not caused by grease and grime in between the glass panelsWhat generally happens is that tempered glass can be microscopically chipped or develop a fault from being banged against racks that are out when the door is being closed, or items being bumped or dropped into or onto the glassEventually as the glass expands and contracts when heated it will eventually fail which leads to the “explosion” that Ms*** mentionsIt just happens to be the way that tempered glass is designed to shatter so that it is less dangerous than sharp shards; instead it breaks into small, pebble like chunks With that said, Ms*** oven is working as designed and does not have a defect in material or workmanshipEven if it was defective, her warranty that provided coverage for defects expired almost years agoAt this time, if Ms*** wants to replace or clean her glass then it would be at her expenseAs this decision is commensurate to the circumstances, we have closed our file. 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,*** ***Team Manager, Regulatory Complaints*** *** ***Email: ***
March 7, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Barbara and Emile *** - # *** Dear Ms***: We have completed our investigation of Mrand Mrs*** complaint regarding their
refrigerator It is regrettable that we failed Mrand Mrs*** expectations in regard to their refrigeratorWe value Mrand Mrs*** patronage, but we can understand how the series of events noted within their complaint may have exacerbated their frustrationsAdditionally, we would like to assure Mrand Mrs*** that we appreciate their valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mrand Mrs*** Upon receiving Mrand Mrs*** complaint, we contacted the local service unit for assistance. They were able to schedule a technician on February 21, 2017, to re-examine the refrigeratorWhile at the *** home, the technician consulted with Sears Technical Assistance Center (STAC). Upon their recommendation, he ordered a control board. The technician subsequently returned on March 6, 2017, to install the part and complete the repair While we understand that the *** would prefer to have the refrigerator replaced, the refrigerator was purchased over eight months ago, so an exchange is no longer an option under Sears’ Return Policy. Per the return policy, an exchange is only permitted within days of purchase. Once outside this time frame, any operating issues need to be addressed by our service department, since the manufacturer’s warranty provides for as many covered repairs as needed for the first year of ownership. With that said, since we have completed the repair to Mrand Mrs*** refrigerator in accordance with their manufacturer’s warranty, we ask that this matter be closed Again, we apologize to Mrand Mrs*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
June 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and failure to provide an exchange for an undergarment item she purchased with Kmart layaway It is unfortunate that we failed Ms*** expectations when she recently requested assistance with an item she purchased using Kmart layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, *** ***, Manager for Kmart Store ***, contacted Ms*** and offered to exchange the item. Ms*** accepted and stated she would return to the store the week of June 6th to complete the exchange. 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, since we have noted Ms*** comments and the requested resolution has been provided 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 *** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** * *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My only additional comment is that it took me ~4-hours of very difficult discussions, negotiations, and hassles to get this resolution. I have been a long time Sears customer for many years, but this issue has truly soured me. It's terrible to see this, but when you compare the responsiveness and customer orientation of other online companies, I'm afraid that Sears will not be in business much longer. From this experience, I understand the current issues in their system, and am happy to discuss them with someone from Sears if they would like it. I can see issues in:- Sears Parts Direct website- Management of website orders- Handling of customer concerns- Unclear elevation mechanisms to address troubled customersand more. I would volunteer my time if it would help them improve their system. Thank you to the Revdex.com for supporting me
Sincerely,
Eric ***