*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with her service experience
It is unfortunate that we failed *** *** expectations with her recent repairWe value *** *** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in the Sears Home warrantyWe regret that this incident occurred, but we can assure *** *** that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have repaired *** *** dryer and noted her candid feedback Again, 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 *** ***
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
After a second replacement we received a refrigerator that worksI am not satisfied with the time it took to find resolution but I am satisfied with the ultimate result
Complaint:
I am rejecting this response because:Other than absolutely offering no viable solution, you have continued Sear's campaign of blaming the consumer for a defective productPerhaps if I hadn't been painstakingly careful with my range for as long as I've owned it this issue would have occurred in that magical first year of warrantyYou state "what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass." I understand this is a standard response as I've seen it time and time again when other customers have had this issueTo that I remind you that this was the outer glass of the oven and it is physically impossible to drop something on it, hit it with an oven rack, or rest anything on itThat leaves only the "bumping into the door with something hard" optionI'm fairly certain that I would remember anything hitting my oven doorOr maybe it was a ghost as your service rep suggested. It is laughable that you would actually attack the fact that I did my research before filing this complaintYou presume to know why the is so prevalent to meIt is so prevalent because whether it is the model number or the source code, it is the biggest failing oven out thereYou claim "there are plenty more listed under other manufacturers" and you are correctHowever, their numbers aren't even close to yours, since March of 2011! (http://www.thesafetyinstitute.org/?s=kenmore) Other manufacturers have numbers closer to and they deal with the issue rather than blame the customer. We no longer live in an age where the consumer is left to think it's their fault, it's just a flukeNo, we live in a day and age where the consumer can connect with all other people this has happened to and take actionWe also no longer live in a time where Sears and Kenmore are known for standing behind their productsPerhaps you'd like to stand in front of one of these shattering ovensI'm just fortunate that mine wasn't on and no one got hurt, unlike the several accounts I have foundDo what is right and warn your customers before it happens to themCorrect the issue when it happens and stop blaming consumers for buying and using your flawed products!
Sincerely,
Stefanie ***
August 3,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Jennifer ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the technician would not
honor the service guarantee and did not arrive to service her washer
Laurie ***, Customer Advocate for Unit 8320, provided the following response:
I have contacted our member and listened to her storyI thanked her for letting us know about her recent experience with SearsI advised member that here at Sears we strive for excellent customer service and none of this should have ever happenedI advised that based on the events that she described, we did not meet our goal of quality customer serviceI have set up a service appointment with a different tech Saturday August 1, 2015/ 8-
The service order is set up properly and the team will handle this with excellent customer serviceI told her that I will call her Monday to follow up and make sure everything went well with her visitThis member now has the unit's local number to call for appointments or anything that I can help her withOur member is very grateful with everything that I have worked out with her, we can close out the complaint, as I told her we would do she said that would be fine with her
Our records indicate that the technician replaced the door lock assembly and the washer repair was completed on August 1, With that being said, since we have provided Ms*** with her desired resolution, we have closed our file
Again, 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,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
August 10, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Dawn *** -# *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her washer First, we would like to
apologize to Ms*** for failing her expectations in regard to her washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** A Sears technician returned to Mrs*** home on August 6, 2016. After examining the washer, he determined that the rotor was out of alignment; he reinstalled the rotor and tested the unit. Mr*** spoke with Territory Member Associate Tina *** on August 9, 2016, and indicated that service was satisfactory. However, he further stated that the washer was still making a grinding noise and if it continued, he would contact Ms*** directly With that said, as a conciliatory gesture for any inconvenience the *** may have experienced, we have processed a $laundry reimbursement check and we extended the Master Protection Agreement (MPA) coverage on their washer for six months; the coverage now expires on August 25, 2017. The reimbursement check should be received in the next two weeks and the *** are welcome to call our Protection Agreement department at (800) 827-if they have any questions about the coverage we provided. In the interim, 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 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
*** *** Store General Manager for Kmart Unit *** provided the following response: After reviewing the complaint filed, we sent an email correspondence to Mr*** apologizing for his inconvenience with the online orderWe offered to honor the additional $discount of the price of the Smoke Hollow GrillWe gave Mr*** the option to order online and we would make the adjustment after the purchase or he could purchase in store and we would apply the discount at the time of purchaseWe asked that Mr*** contact us in order for our store to make arrangementsShould Mr*** have any questions, he may contact our store directly at (*** ***Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** concerns and 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
(The consumer indicated he/she ACCEPTED the response from the business.)
They did delivered the new washer after weeks of arguing with supervisor after supervisorI finally got a hold of a women named Jenn that took care of new washer and apologize for it not being handled fasterIt's a shame
that it took so longI think weeks with the exception of days working(straight days) and days of us being on vacation is way to long for a family of to have to do without washerI have accepted the new washer and the laundry reimbursementI know several people that have had problems with Sears master protection plan and just gave up after couple of weeks of fighting/arguing with SearsThey have same complaint they call protection plan center and they get "we are expercing high volume of calls"Sears needs to look into this
Complaint: ***
In order to properly document this file, I am rejecting this response and providing an update Sears has agreed today 1/24/not to send the previous installer back to my rental property Instead they will exchange the dishwasher, providing me with a new one because the installer has held onto this since December 3rd Sears has also agreed to deliver the dishwasher to the rental property on Feb 3rd.Thank you for your assistance with this complaint, and I appreciate the quick response from Sears
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 They were terrible to work with and took an additional weeks to reach out to me.
Sincerely,
*** ***
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** - * *** Dear Ms*** We have completed the investigation of Dr*** complaint regarding a refrigerator repair First, we would like to apologize to Dr*** for failing his expectations in regard to a refrigerator repair that has not been completedWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Dr*** Upon receiving Dr*** complaint, we contacted *** with unit *** assistance. *** spoke with Dr***, who agreed to allow service to continue. On July 22, 2016, a Sears technician examined the refrigerator and found that the timer failed. Once the timer was replaced, the refrigerator began to cool properly Lastly, Dr*** confirmed that the repair was completed to his satisfactionWith that said, since we have documented Dr*** concerns and completed the repair, we ask that this matter be closed Again, we apologize to Dr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint:
I am rejecting this response because: I feel that just a mere apology does not appease the inadequate customer service I received from the business regarding my concernsSears needs to understand that providing this type of customer service will surely always deter consumers from purchasing their productsFurthermore, Sears should not be selling merchandise that is already deemed defectiveThe fact that you did not acknowledge that you were selling me a refurbished product that was defective leads me to believe there are no quality assurance checks on your productsHow can I assure that any future products I purchase from you will work as expected? I cannot! This is quite alarming
Sincerely,
Shawndra ***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Tom *** Dear Ms***: We have completed our investigation of Mr***’s complaint regarding his mower We apologize that Mr***’s mower failed to
meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In 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 customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It 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 property. The 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 decision That being said it is important to note that we have no records of service for Mr***’s mower since its purchase on July 27, and picked up on July 28, We would expect a customer to contact Sears as soon as possible with any issues with a warrantied productSince Mr*** choose not to do this we cannot validate his accusation that this issue has been going on for the two years he has had the mowerTo expect Sears to bear the repair expense associated with a product that is out of warranty with no previous service history is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Mr***, while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsAny repairs needed for the out of warranty mower will be at Mr***’s expenseSince we have addressed Mr***’s complaint and explained why we will not be honoring his request for a free repair or refund we have closed our case We apologize to Mr*** 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@searshc.com
March 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer and her request for a
replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer. Upon researching Ms*** complaint, we found that she has had three repairs completed within the last months. The last repair was completed on March 15, 2017, with the installation of a control board Per the terms of Ms*** Master Protection Agreement (MPA) that she purchased on November 7, 2013, a covered product will be considered for a replacement if there have been “three or more separate product failures and a fourth (4th) repair is required 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 last product failure…” As we stated previously, Ms*** washer has only had three qualifying repairs to date. With that said, if Ms*** washer fails again before December 31, 2017, she can send an email to *** to initiate the replacement process. In the interim, since the repair to Ms*** washer has been completed in accordance with her MPA, 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
Revdex.com: we are pleased with getting our money back however we will be closing our Sears account as this should not have been the way to get our money backThank and hope you look into removing this company from your website.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Todd ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution "MrS*** stated that he last spoke with Mr*** in January and had offered to exchange the mower for Mr***However, Mr*** requested to wait until the newer models came in for the season to make a selectionIf Mr*** would like to complete the exchange, he can go by Sears store *** and speak with Store Manager David S***" is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/08/17) */
August 17,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # ***
Dear Ms.***
We have been unable to complete the investigation of Mr
*** complaint regarding his dissatisfaction with the multiple repairs on his snow blower
***, Customer Advocate for unit ***, made multiple attempts to contact Mr*** and left voicemails with her contact informationSince he has not responded, we are unable to resolve Mr*** issue until we have the opportunity to discuss the matter with himHe may contact Customer Advocate *** at (XXX) XXX-XXXXIn the interim, we will consider this matter closed, pending his response
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (3000, 8, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted once in regards to this matterI was told that I would be contacted by Thursday August 13th, which has come and gone with no phone call or emailIf they would like to contact me on my cell phone in an attempt to resolve this matter that is fine, but the issue has not been resolvedMy number is XXXXXXXXXX
Final Business Response /* (4000, 14, 2015/09/09) */
September 9,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # ***
Dear Ms.***
We have completed the investigation of Mr*** rebuttal to our response regarding his dissatisfaction with the multiple repairs on his snow blower
We apologize to Mr*** for delay in the replacement process and that we failed to meet his expectationsSince a snow blower is a seasonal item, their availability is limitedMr*** selected a model for the exchange that was on back order, and we suggested that he select another modelMr*** located the same model at a nearby Hardware store; however, since it was their floor model they were not able to process an exchangeOn September 8, we received confirmation that the snow blower model was no longer on back orderOn September 9, we processed the exchange and notified Mr*** that it would be delivered on September 20, We respectfully ask that this matter be closed, since the requested resolution has been provided
We apologize to Mr*** 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
XXX-XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 16, 2015/09/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A new replacement has arrived at my home today
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have been unable to complete the investigation of MsC*** complaintWe would first like to point out that
*** ** *** Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** Home Services (CCHS), 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 MsC*** contractOn receipt of MsC*** complaint we reached out to CCHS to contact and assist MsC*** as the obligor of the warrantyMsT*** F*, Case management specialist with CCHS has tried multiple times to contact MsC*** but has not been able to do so despite leaving messagesIf MsC*** is still in need of assistance she need only contact MsF* directly at (*** *** *** *** we will consider MsC*** matter closed, pending her responseWe apologize to MsC*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
March 31,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to return
her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms*** was provided clearly states the following: Most items have a return policy of days from purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions ApplySee Sears.com, signs posted at registers, or an associate for detailsMs*** could have followed the instructions on the receipt to review the policy online or simply asked an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptionsPlease see our return policy exceptions & special terms below…” Since Ms*** made her purchase on December 17, 2016, and then attempted to return it on March 1, she was clearly over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
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 Complaint Specialist
Sears Holdings Corporation
*** *** ***
September 21,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No:
Revdex.com Case #: 94563834/ John ***
Via: Revdex.com Website
Dear Ms***,
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concerns
SHIP did not contract to hire a licensed electrician or plumber unless the city required permitsIn this case, I confirmed with the Town of North Hampstead building department, we do not need permits for the kitchen remodel jobHowever, we did hire a license electrician as a gesture of customer service at the Customer's demandFurthermore, we did schedule our tech to make the plumbing repairsUnfortunately, the Customer rescheduled the appointment due to being out of townThe date the tech was scheduled to go out, he called to advise he was running lateThe Customer did not return our calls to reschedule and hired an outside vendorWe did request the invoice so we could review the bill and reimburse the customer for any repairs that were related to our contractTo date, we have not received that invoice
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-222-x 5415, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa ***
SHIP/HI Regulatory Complaint Specialist
cc: John ***
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 North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with her service experience
It is unfortunate that we failed *** *** expectations with her recent repairWe value *** *** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in the Sears Home warrantyWe regret that this incident occurred, but we can assure *** *** that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have repaired *** *** dryer and noted her candid feedback Again, 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 *** ***
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
After a second replacement we received a refrigerator that worksI am not satisfied with the time it took to find resolution but I am satisfied with the ultimate result
Complaint:
I am rejecting this response because:Other than absolutely offering no viable solution, you have continued Sear's campaign of blaming the consumer for a defective productPerhaps if I hadn't been painstakingly careful with my range for as long as I've owned it this issue would have occurred in that magical first year of warrantyYou state "what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass." I understand this is a standard response as I've seen it time and time again when other customers have had this issueTo that I remind you that this was the outer glass of the oven and it is physically impossible to drop something on it, hit it with an oven rack, or rest anything on itThat leaves only the "bumping into the door with something hard" optionI'm fairly certain that I would remember anything hitting my oven doorOr maybe it was a ghost as your service rep suggested. It is laughable that you would actually attack the fact that I did my research before filing this complaintYou presume to know why the is so prevalent to meIt is so prevalent because whether it is the model number or the source code, it is the biggest failing oven out thereYou claim "there are plenty more listed under other manufacturers" and you are correctHowever, their numbers aren't even close to yours, since March of 2011! (http://www.thesafetyinstitute.org/?s=kenmore) Other manufacturers have numbers closer to and they deal with the issue rather than blame the customer. We no longer live in an age where the consumer is left to think it's their fault, it's just a flukeNo, we live in a day and age where the consumer can connect with all other people this has happened to and take actionWe also no longer live in a time where Sears and Kenmore are known for standing behind their productsPerhaps you'd like to stand in front of one of these shattering ovensI'm just fortunate that mine wasn't on and no one got hurt, unlike the several accounts I have foundDo what is right and warn your customers before it happens to themCorrect the issue when it happens and stop blaming consumers for buying and using your flawed products!
Sincerely,
Stefanie ***
August 3,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Jennifer ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the technician would not
honor the service guarantee and did not arrive to service her washer
Laurie ***, Customer Advocate for Unit 8320, provided the following response:
I have contacted our member and listened to her storyI thanked her for letting us know about her recent experience with SearsI advised member that here at Sears we strive for excellent customer service and none of this should have ever happenedI advised that based on the events that she described, we did not meet our goal of quality customer serviceI have set up a service appointment with a different tech Saturday August 1, 2015/ 8-
The service order is set up properly and the team will handle this with excellent customer serviceI told her that I will call her Monday to follow up and make sure everything went well with her visitThis member now has the unit's local number to call for appointments or anything that I can help her withOur member is very grateful with everything that I have worked out with her, we can close out the complaint, as I told her we would do she said that would be fine with her
Our records indicate that the technician replaced the door lock assembly and the washer repair was completed on August 1, With that being said, since we have provided Ms*** with her desired resolution, we have closed our file
Again, 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,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
August 10, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Dawn *** -# *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her washer First, we would like to
apologize to Ms*** for failing her expectations in regard to her washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** A Sears technician returned to Mrs*** home on August 6, 2016. After examining the washer, he determined that the rotor was out of alignment; he reinstalled the rotor and tested the unit. Mr*** spoke with Territory Member Associate Tina *** on August 9, 2016, and indicated that service was satisfactory. However, he further stated that the washer was still making a grinding noise and if it continued, he would contact Ms*** directly With that said, as a conciliatory gesture for any inconvenience the *** may have experienced, we have processed a $laundry reimbursement check and we extended the Master Protection Agreement (MPA) coverage on their washer for six months; the coverage now expires on August 25, 2017. The reimbursement check should be received in the next two weeks and the *** are welcome to call our Protection Agreement department at (800) 827-if they have any questions about the coverage we provided. In the interim, 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 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
*** *** Store General Manager for Kmart Unit *** provided the following response: After reviewing the complaint filed, we sent an email correspondence to Mr*** apologizing for his inconvenience with the online orderWe offered to honor the additional $discount of the price of the Smoke Hollow GrillWe gave Mr*** the option to order online and we would make the adjustment after the purchase or he could purchase in store and we would apply the discount at the time of purchaseWe asked that Mr*** contact us in order for our store to make arrangementsShould Mr*** have any questions, he may contact our store directly at (*** ***Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** concerns and 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
(The consumer indicated he/she ACCEPTED the response from the business.)
They did delivered the new washer after weeks of arguing with supervisor after supervisorI finally got a hold of a women named Jenn that took care of new washer and apologize for it not being handled fasterIt's a shame
that it took so longI think weeks with the exception of days working(straight days) and days of us being on vacation is way to long for a family of to have to do without washerI have accepted the new washer and the laundry reimbursementI know several people that have had problems with Sears master protection plan and just gave up after couple of weeks of fighting/arguing with SearsThey have same complaint they call protection plan center and they get "we are expercing high volume of calls"Sears needs to look into this
Complaint: ***
In order to properly document this file, I am rejecting this response and providing an update Sears has agreed today 1/24/not to send the previous installer back to my rental property Instead they will exchange the dishwasher, providing me with a new one because the installer has held onto this since December 3rd Sears has also agreed to deliver the dishwasher to the rental property on Feb 3rd.Thank you for your assistance with this complaint, and I appreciate the quick response from Sears
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 They were terrible to work with and took an additional weeks to reach out to me.
Sincerely,
*** ***
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** - * *** Dear Ms*** We have completed the investigation of Dr*** complaint regarding a refrigerator repair First, we would like to apologize to Dr*** for failing his expectations in regard to a refrigerator repair that has not been completedWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Dr*** Upon receiving Dr*** complaint, we contacted *** with unit *** assistance. *** spoke with Dr***, who agreed to allow service to continue. On July 22, 2016, a Sears technician examined the refrigerator and found that the timer failed. Once the timer was replaced, the refrigerator began to cool properly Lastly, Dr*** confirmed that the repair was completed to his satisfactionWith that said, since we have documented Dr*** concerns and completed the repair, we ask that this matter be closed Again, we apologize to Dr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint:
I am rejecting this response because: I feel that just a mere apology does not appease the inadequate customer service I received from the business regarding my concernsSears needs to understand that providing this type of customer service will surely always deter consumers from purchasing their productsFurthermore, Sears should not be selling merchandise that is already deemed defectiveThe fact that you did not acknowledge that you were selling me a refurbished product that was defective leads me to believe there are no quality assurance checks on your productsHow can I assure that any future products I purchase from you will work as expected? I cannot! This is quite alarming
Sincerely,
Shawndra ***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Tom *** Dear Ms***: We have completed our investigation of Mr***’s complaint regarding his mower We apologize that Mr***’s mower failed to
meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In 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 customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It 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 property. The 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 decision That being said it is important to note that we have no records of service for Mr***’s mower since its purchase on July 27, and picked up on July 28, We would expect a customer to contact Sears as soon as possible with any issues with a warrantied productSince Mr*** choose not to do this we cannot validate his accusation that this issue has been going on for the two years he has had the mowerTo expect Sears to bear the repair expense associated with a product that is out of warranty with no previous service history is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Mr***, while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsAny repairs needed for the out of warranty mower will be at Mr***’s expenseSince we have addressed Mr***’s complaint and explained why we will not be honoring his request for a free repair or refund we have closed our case We apologize to Mr*** 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@searshc.com
March 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer and her request for a
replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer. Upon researching Ms*** complaint, we found that she has had three repairs completed within the last months. The last repair was completed on March 15, 2017, with the installation of a control board Per the terms of Ms*** Master Protection Agreement (MPA) that she purchased on November 7, 2013, a covered product will be considered for a replacement if there have been “three or more separate product failures and a fourth (4th) repair is required 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 last product failure…” As we stated previously, Ms*** washer has only had three qualifying repairs to date. With that said, if Ms*** washer fails again before December 31, 2017, she can send an email to *** to initiate the replacement process. In the interim, since the repair to Ms*** washer has been completed in accordance with her MPA, 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
Revdex.com: we are pleased with getting our money back however we will be closing our Sears account as this should not have been the way to get our money backThank and hope you look into removing this company from your website.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Todd ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution "MrS*** stated that he last spoke with Mr*** in January and had offered to exchange the mower for Mr***However, Mr*** requested to wait until the newer models came in for the season to make a selectionIf Mr*** would like to complete the exchange, he can go by Sears store *** and speak with Store Manager David S***" is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/08/17) */
August 17,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # ***
Dear Ms.***
We have been unable to complete the investigation of Mr
*** complaint regarding his dissatisfaction with the multiple repairs on his snow blower
***, Customer Advocate for unit ***, made multiple attempts to contact Mr*** and left voicemails with her contact informationSince he has not responded, we are unable to resolve Mr*** issue until we have the opportunity to discuss the matter with himHe may contact Customer Advocate *** at (XXX) XXX-XXXXIn the interim, we will consider this matter closed, pending his response
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (3000, 8, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted once in regards to this matterI was told that I would be contacted by Thursday August 13th, which has come and gone with no phone call or emailIf they would like to contact me on my cell phone in an attempt to resolve this matter that is fine, but the issue has not been resolvedMy number is XXXXXXXXXX
Final Business Response /* (4000, 14, 2015/09/09) */
September 9,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # ***
Dear Ms.***
We have completed the investigation of Mr*** rebuttal to our response regarding his dissatisfaction with the multiple repairs on his snow blower
We apologize to Mr*** for delay in the replacement process and that we failed to meet his expectationsSince a snow blower is a seasonal item, their availability is limitedMr*** selected a model for the exchange that was on back order, and we suggested that he select another modelMr*** located the same model at a nearby Hardware store; however, since it was their floor model they were not able to process an exchangeOn September 8, we received confirmation that the snow blower model was no longer on back orderOn September 9, we processed the exchange and notified Mr*** that it would be delivered on September 20, We respectfully ask that this matter be closed, since the requested resolution has been provided
We apologize to Mr*** 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
XXX-XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 16, 2015/09/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A new replacement has arrived at my home today
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have been unable to complete the investigation of MsC*** complaintWe would first like to point out that
*, Case management specialist with CCHS has tried multiple times to contact MsC*** but has not been able to do so despite leaving messagesIf MsC*** is still in need of assistance she need only contact MsF
* directly at (*** *** *** *** we will consider MsC*** matter closed, pending her responseWe apologize to MsC*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** ** *** Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** Home Services (CCHS), 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 MsC*** contractOn receipt of MsC*** complaint we reached out to CCHS to contact and assist MsC*** as the obligor of the warrantyMsT*** F
March 31,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to return
her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms*** was provided clearly states the following: Most items have a return policy of days from purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions ApplySee Sears.com, signs posted at registers, or an associate for detailsMs*** could have followed the instructions on the receipt to review the policy online or simply asked an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptionsPlease see our return policy exceptions & special terms below…” Since Ms*** made her purchase on December 17, 2016, and then attempted to return it on March 1, she was clearly over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
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 Complaint Specialist
Sears Holdings Corporation
*** *** ***
September 21,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No:
Revdex.com Case #: 94563834/ John ***
Via: Revdex.com Website
Dear Ms***,
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concerns
SHIP did not contract to hire a licensed electrician or plumber unless the city required permitsIn this case, I confirmed with the Town of North Hampstead building department, we do not need permits for the kitchen remodel jobHowever, we did hire a license electrician as a gesture of customer service at the Customer's demandFurthermore, we did schedule our tech to make the plumbing repairsUnfortunately, the Customer rescheduled the appointment due to being out of townThe date the tech was scheduled to go out, he called to advise he was running lateThe Customer did not return our calls to reschedule and hired an outside vendorWe did request the invoice so we could review the bill and reimburse the customer for any repairs that were related to our contractTo date, we have not received that invoice
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-222-x 5415, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa ***
SHIP/HI Regulatory Complaint Specialist
cc: John ***
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,
*** ***