June 7, *** *** Revdex.com North Wabash AveSuite Chicago, IL Re: *** * *** *** Dear Ms*** We have been unable to complete the investigation of Ms*** complaint. The
correspondence we received did not include an auto center location and we were unable to locate any current year service records within our systems by using the address, email address or telephone number that she provided with her complaintSince we do not have enough information to facilitate a resolution we have closed this file pending the receipt of further service information, such as a correct date of service or an invoice with accurate description of the services performed for the visit in question by Ms*** Upon receipt of the aforementioned information we would be pleased to re-open and investigate Ms*** complaint We apologize to Ms*** for this issue and would 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
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigerator
Due to the
dispenser issues with Ms*** refrigerator, I have approved the in warranty exchange of the refrigeratorThat said, I would ask that Ms*** contact me at *** or via email at *** so that I can discuss the replacement process with herSears will cover the delivery and haul away chargesSince we have noted our intent to replace Ms*** refrigerator, we ask that this complaint be closed pending further contact
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 Claims Specialist
Sears Holdings Corporation
***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Marion Taylor #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her televisionPer the terms and
conditions of the Master Protection Agreement (MPA) covering Ms*** television, it has been approved for replacementAll Ms*** needs to do is to go to her local Sears and advise her electronics sales associate that her TV has been approved for replacementThe authorization is linked to her home phone number ending in ***The sales associate will assist Ms*** in selecting a replacement televisionSince we have approved Ms*** television for replacement, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
February 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Ms* *** complaint regarding her inability to receive a tool set
she purchased from sears.com As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Ms*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the tool set in question is not available any longer and since it was being sold at a special price there are no substitutions. According to our records, Ms* *** account was credited on December 289, for $and then on January 12, for $ Due to a processing error, this left a deficiency of $A credit for that amount was issued to Ms* *** account today and it should reflect within 3-business days In accordance then with our disclaimer and our posted policies, we are unable to honor Ms* *** request to receive the original tool set since the item is no longer available and are also unable to provide her with a substitution for the same price. In closure, 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, *** *** Specialist, Regulatory Complaints Direct Dial *** ***
Revdex.com:The technician also concluded the dryer is not the best product in their line The link trap issue is only accessible by a certified Sears Technician and not reachable by the consumer He ask me to follow his instructions on separating the clothes and to monitor during the warranty period, which ends in August He was concerned the product line is "substandard", his words Also it took tremendous efforts to get to this point with Sears
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
August 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have
completed the investigation of MrV*** complaint regarding a recent purchase As a courtesy, we issued a credit for half of the cost of the order while allowing MrV***i to keep the item in questionSince MrV***i used shop Your Way Rewards points on his order $of the refund was issued as points and $was credited to his accountIn light of the aforementioned information, we have closed our file We apologize to MrV***i 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 ***searshc.com
July 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his inability to schedule a repair with
Sears. We would note that Mr*** refrigerator is not covered under any warranty or service contract so Sears is not under any obligation to provide him with serviceWhile we would certainly like to provide him with a repair on a cash call basis, we do have to give service priority to our customers that have coverage either under a warranty or service contractFor instance, Mr*** still has coverage on a washer and dryer and we have contracted with a local repair provider to provide service to fulfill our warranty obligations With that said, if he still needs a repair on his refrigerator, it does appear that he might now be able to schedule this as we are just getting past the busiest time of year for refrigeration repairIt looks like we might be providing cash call service one day a week on Thursdays, though we cannot make any guaranteeIn the interim, since we have explained that there might be areas where Sears does not have either a high enough demand to provide service on a cash call basis, or a supply of enough technicians to provide this service if there is a demand, and we are not required to provide service where we have no warranty obligation, we have closed our file. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsBe aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line* ***Email: ***
September 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Jean JJ*** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent service
experience with her dishwasher repair We would first like to apologize for any inconvenience MsJ*** may have experiencedAfter reviewing the service notes we found that the technician was able to complete repair on September 11, Additionally, as clarification, the terms of Ms*** Master Protection Agreement specifically state, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”)To secure authorization, call *** prior to the expiration of the Fourth Failure Time PeriodUnfortunately, a replacement was not authorized since Ms*** appliance does not qualify at this timeSine the unit is working to the manufacturer’s specifications, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia C*** Regulatory Complaint Specialist Sears Holdings Corporation
hi,
i'm trying to close the complain
Revdex.com CASE#: ***
because the business solved the issue, but I have problem to do so via your web-site, pleasze close this case
thanks
sergey ***
July 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
and request for a refund of the cancelled order Upon receipt of this complaint, researched the notes in the online orderThis was an online in store pickup orderSince the order was cancelled a full refund was processed the same day that the order was placedOn June 29, 2017, a refund of $275.89- was credited back to the *** account ending in *** For Ms*** records the refund receipt number is *** We apologize for any inconvenience MsI*** experienced with this orderAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a full refund has been provided and we have noted Ms*** concerns, we respectfully ask to have this matter 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
July 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
technician’s failure to contact him before arrival It is unfortunate that we failed Mr*** expectations when he recently requested repair services from SearsWe value Mr*** patronage and can understand his frustration with the events detailed in his letterWe can assure him that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, *** ***, Customer Support Manager for Mr*** local service unit, attempted to reach him by telephone several times since receiving his complaint on June 28, 2016. However, Mr*** did not answer and did not have a voice mail account set up; therefore, we could not leave any messages. At this time, our records show that our technician completed a repair on July 8, 2016, and confirmed that Mr*** refrigerator was working to the manufacturer’s specifications afterward. Since we have not had the opportunity to speak with Mr*** directly, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted Mr*** 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 *** *** *** ***
October 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94573458- Alan *** ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding his water heater and his request for a
replacement
The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptionsIt is always the customer's choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decisionOur records indicate that Mr*** chose not to purchase any extended warranty coverage; therefore, any cost not covered by his manufacturer' warranty would be his responsibility
As clarification, Mr***'s owner's manual specifically states that any parts costs would be covered through the sixth year of ownership, but any labor costs would be at the consumer's expenseFurthermore, the only stipulation for replacement according to that warranty is if a tank leak was found, but that was not the case in this instanceIn fact, our technician merely noted that the inlet and outlet lines were leakingThe water lines are not a part of the unit itself; they are a part of Mr***'s plumbingFurthermore, our installation services are guaranteed for one year from the date of service and it has now been almost six years since the work was doneAlso, consumers are presented with a Certificate of Completion (COC) where they are asked to inspect the work done and indicate that they are satisfied prior to the contractor leaving their property and we have Mr***'s on file with his signature clearly visibleFinally, we want note that rust is not covered by the manufacturer's warrantyFor these reasons, we will be unable to grant Mr***'s requestAs a courtesy, we are willing to discount the purchase of a new water heater form Sears by 20% off if Mr*** is interested in purchasing a new with the aforementioned discount attached, I may be reached via email at the address listed belowThis offer is only valid for days from the date of this letter; after that, it will be null and voidSince we are unable to grant Mr***'s request as we noted above, we respectfully ask that this matter be considered closed
We apologize to Mr*** we and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Tammie.***@searshc.com
*** ***
August 30, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Pat *** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a recent dryer repair First,
we would like to apologize to Mr*** for failing his expectations in regard to his dryer repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we contacted the local service unit for assistance. They subsequently contacted our Routing department and were able to move Mr***’s appointment to August 29, On the date of service, the technician repaired a connection and sensor harness. After testing the dryer and confirming that it was working properly, he closed the service order. Mr*** was not charged for the follrepair. Additionally, our records show that our escalated customer service group, Customer Solutions, issued a partial refund in the amount of $on August 23, 2016, under sales check ***. With that said, since we have completed the repair to Mr***’s dryer and documented his concerns with the repair process, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints 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
Sincerely,
Nikki ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding information she received regarding her Sears Home Warranty
We would first like to point out that *** *** *** Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms*** contract We were informed by CCHS that Ms*** home warranty was cancelled and she has not been charged the $for the first service call that was discounted at the time the warranty was purchasedSince we have addressed Ms*** complaint and confirmed she was not charged anything on the cancellation we have closed our case We apologize to Ms*** 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 *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her ice maker Service was completed on May 25, An
air handler was installed as recommended by the original manufactureSince it is our understanding that we have repaired the ice maker and no other issue are needed at this time we have closed this case We apologize to Ms*** 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 *** *** ***
Complaint: ***
I am rejecting this response because: Sears' response assumes that the sale price is actually a saleThe original complaint specified that it was not in fact a sale, but a price that matches previous prices not listed as a saleTherefore, the only difference between this price and previous prices is that this time it was listed as "Online Only."
Sincerely,
Andrew ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a purchase made from the Palmdale Sears Outlet*** *** Manager
of the Palmdale Sears Outlet provided the following response: I have spoken and met with Ms*** and have resolved her concernsIn the end we refunded Ms*** for her purchaseIf I can be of any other assistance to Ms***, she can reach me at the store at *** At this time, since we have refunded Ms***, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
*** ***
Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding repairs to her refrigerator*** *** Sears Home Services
Support Specialist provided the following response: Sears Home Services records indicate that a new ice maker and blower assembly was installed into Ms*** refrigerator on December 21, Prior to leaving the home the technician indicated that the unit was operating as designedIf Ms*** has any additional concerns, I invite her to contact me at ***That said we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
June 7, *** *** Revdex.com North Wabash AveSuite Chicago, IL Re: *** * *** *** Dear Ms*** We have been unable to complete the investigation of Ms*** complaint. The
correspondence we received did not include an auto center location and we were unable to locate any current year service records within our systems by using the address, email address or telephone number that she provided with her complaintSince we do not have enough information to facilitate a resolution we have closed this file pending the receipt of further service information, such as a correct date of service or an invoice with accurate description of the services performed for the visit in question by Ms*** Upon receipt of the aforementioned information we would be pleased to re-open and investigate Ms*** complaint We apologize to Ms*** for this issue and would 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
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigerator
Due to the
dispenser issues with Ms*** refrigerator, I have approved the in warranty exchange of the refrigeratorThat said, I would ask that Ms*** contact me at *** or via email at *** so that I can discuss the replacement process with herSears will cover the delivery and haul away chargesSince we have noted our intent to replace Ms*** refrigerator, we ask that this complaint be closed pending further contact
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 Claims Specialist
Sears Holdings Corporation
***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Marion Taylor #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her televisionPer the terms and
conditions of the Master Protection Agreement (MPA) covering Ms*** television, it has been approved for replacementAll Ms*** needs to do is to go to her local Sears and advise her electronics sales associate that her TV has been approved for replacementThe authorization is linked to her home phone number ending in ***The sales associate will assist Ms*** in selecting a replacement televisionSince we have approved Ms*** television for replacement, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
February 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Ms* *** complaint regarding her inability to receive a tool set
she purchased from sears.com As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Ms*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the tool set in question is not available any longer and since it was being sold at a special price there are no substitutions. According to our records, Ms* *** account was credited on December 289, for $and then on January 12, for $ Due to a processing error, this left a deficiency of $A credit for that amount was issued to Ms* *** account today and it should reflect within 3-business days In accordance then with our disclaimer and our posted policies, we are unable to honor Ms* *** request to receive the original tool set since the item is no longer available and are also unable to provide her with a substitution for the same price. In closure, 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, *** *** Specialist, Regulatory Complaints Direct Dial *** ***
Revdex.com:The technician also concluded the dryer is not the best product in their line The link trap issue is only accessible by a certified Sears Technician and not reachable by the consumer He ask me to follow his instructions on separating the clothes and to monitor during the warranty period, which ends in August He was concerned the product line is "substandard", his words Also it took tremendous efforts to get to this point with Sears
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
August 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have
completed the investigation of MrV*** complaint regarding a recent purchase As a courtesy, we issued a credit for half of the cost of the order while allowing MrV***i to keep the item in questionSince MrV***i used shop Your Way Rewards points on his order $of the refund was issued as points and $was credited to his accountIn light of the aforementioned information, we have closed our file We apologize to MrV***i 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 ***searshc.com
July 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his inability to schedule a repair with
Sears. We would note that Mr*** refrigerator is not covered under any warranty or service contract so Sears is not under any obligation to provide him with serviceWhile we would certainly like to provide him with a repair on a cash call basis, we do have to give service priority to our customers that have coverage either under a warranty or service contractFor instance, Mr*** still has coverage on a washer and dryer and we have contracted with a local repair provider to provide service to fulfill our warranty obligations With that said, if he still needs a repair on his refrigerator, it does appear that he might now be able to schedule this as we are just getting past the busiest time of year for refrigeration repairIt looks like we might be providing cash call service one day a week on Thursdays, though we cannot make any guaranteeIn the interim, since we have explained that there might be areas where Sears does not have either a high enough demand to provide service on a cash call basis, or a supply of enough technicians to provide this service if there is a demand, and we are not required to provide service where we have no warranty obligation, we have closed our file. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsBe aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line* ***Email: ***
September 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Jean JJ*** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent service
experience with her dishwasher repair We would first like to apologize for any inconvenience MsJ*** may have experiencedAfter reviewing the service notes we found that the technician was able to complete repair on September 11, Additionally, as clarification, the terms of Ms*** Master Protection Agreement specifically state, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”)To secure authorization, call *** prior to the expiration of the Fourth Failure Time PeriodUnfortunately, a replacement was not authorized since Ms*** appliance does not qualify at this timeSine the unit is working to the manufacturer’s specifications, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia C*** Regulatory Complaint Specialist Sears Holdings Corporation
hi,
i'm trying to close the complain
Revdex.com CASE#: ***
because the business solved the issue, but I have problem to do so via your web-site, pleasze close this case
thanks
sergey ***
July 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
and request for a refund of the cancelled order Upon receipt of this complaint, researched the notes in the online orderThis was an online in store pickup orderSince the order was cancelled a full refund was processed the same day that the order was placedOn June 29, 2017, a refund of $275.89- was credited back to the *** account ending in *** For Ms*** records the refund receipt number is *** We apologize for any inconvenience MsI*** experienced with this orderAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a full refund has been provided and we have noted Ms*** concerns, we respectfully ask to have this matter 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
July 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
technician’s failure to contact him before arrival It is unfortunate that we failed Mr*** expectations when he recently requested repair services from SearsWe value Mr*** patronage and can understand his frustration with the events detailed in his letterWe can assure him that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, *** ***, Customer Support Manager for Mr*** local service unit, attempted to reach him by telephone several times since receiving his complaint on June 28, 2016. However, Mr*** did not answer and did not have a voice mail account set up; therefore, we could not leave any messages. At this time, our records show that our technician completed a repair on July 8, 2016, and confirmed that Mr*** refrigerator was working to the manufacturer’s specifications afterward. Since we have not had the opportunity to speak with Mr*** directly, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted Mr*** 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 *** *** *** ***
October 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94573458- Alan *** ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding his water heater and his request for a
replacement
The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptionsIt is always the customer's choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decisionOur records indicate that Mr*** chose not to purchase any extended warranty coverage; therefore, any cost not covered by his manufacturer' warranty would be his responsibility
As clarification, Mr***'s owner's manual specifically states that any parts costs would be covered through the sixth year of ownership, but any labor costs would be at the consumer's expenseFurthermore, the only stipulation for replacement according to that warranty is if a tank leak was found, but that was not the case in this instanceIn fact, our technician merely noted that the inlet and outlet lines were leakingThe water lines are not a part of the unit itself; they are a part of Mr***'s plumbingFurthermore, our installation services are guaranteed for one year from the date of service and it has now been almost six years since the work was doneAlso, consumers are presented with a Certificate of Completion (COC) where they are asked to inspect the work done and indicate that they are satisfied prior to the contractor leaving their property and we have Mr***'s on file with his signature clearly visibleFinally, we want note that rust is not covered by the manufacturer's warrantyFor these reasons, we will be unable to grant Mr***'s requestAs a courtesy, we are willing to discount the purchase of a new water heater form Sears by 20% off if Mr*** is interested in purchasing a new with the aforementioned discount attached, I may be reached via email at the address listed belowThis offer is only valid for days from the date of this letter; after that, it will be null and voidSince we are unable to grant Mr***'s request as we noted above, we respectfully ask that this matter be considered closed
We apologize to Mr*** we and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Tammie.***@searshc.com
*** ***
August 30, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Pat *** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a recent dryer repair First,
we would like to apologize to Mr*** for failing his expectations in regard to his dryer repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we contacted the local service unit for assistance. They subsequently contacted our Routing department and were able to move Mr***’s appointment to August 29, On the date of service, the technician repaired a connection and sensor harness. After testing the dryer and confirming that it was working properly, he closed the service order. Mr*** was not charged for the follrepair. Additionally, our records show that our escalated customer service group, Customer Solutions, issued a partial refund in the amount of $on August 23, 2016, under sales check ***. With that said, since we have completed the repair to Mr***’s dryer and documented his concerns with the repair process, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints 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
Sincerely,
Nikki ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding information she received regarding her Sears Home Warranty
We would first like to point out that *** *** *** Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms*** contract We were informed by CCHS that Ms*** home warranty was cancelled and she has not been charged the $for the first service call that was discounted at the time the warranty was purchasedSince we have addressed Ms*** complaint and confirmed she was not charged anything on the cancellation we have closed our case We apologize to Ms*** 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 *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her ice maker Service was completed on May 25, An
air handler was installed as recommended by the original manufactureSince it is our understanding that we have repaired the ice maker and no other issue are needed at this time we have closed this case We apologize to Ms*** 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 *** *** ***
Complaint: ***
I am rejecting this response because: Sears' response assumes that the sale price is actually a saleThe original complaint specified that it was not in fact a sale, but a price that matches previous prices not listed as a saleTherefore, the only difference between this price and previous prices is that this time it was listed as "Online Only."
Sincerely,
Andrew ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a purchase made from the Palmdale Sears Outlet*** *** Manager
of the Palmdale Sears Outlet provided the following response: I have spoken and met with Ms*** and have resolved her concernsIn the end we refunded Ms*** for her purchaseIf I can be of any other assistance to Ms***, she can reach me at the store at *** At this time, since we have refunded Ms***, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
*** ***
Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding repairs to her refrigerator*** *** Sears Home Services
Support Specialist provided the following response: Sears Home Services records indicate that a new ice maker and blower assembly was installed into Ms*** refrigerator on December 21, Prior to leaving the home the technician indicated that the unit was operating as designedIf Ms*** has any additional concerns, I invite her to contact me at ***That said we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***