June 7,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ** ***
Dear Ms***
We have completed the investigation of Ms***’s complaint regarding her dissatisfaction with the quality of her power
washer and her request to return it for a refund
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”
Since Ms*** received the replacement power washer on July 6, 2015, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return periodWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualHowever, Ms***’s power washer is still within the manufacturer’s warranty which covers parts and labor for a repairMs*** can drop off the power washer at the store to be sent for a warranty repairIf our technician deems it non repairable, then it would qualify for a replacement; it does not qualify for a refundAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request
We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms***’s expectationsMs*** stated that she might not shop at Sears in the future, which we understand may cause a subsequent loss of sales and we do not take this lightlyWe can assure Ms*** that any variance from our accepted business practices and policies will be addressedWith that being said, we respectfully request this case be closed
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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Eunice *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorSears has
approved the replacement of Ms***’s refrigerator per the terms of the Master Protection Agreement (MPA) covering the refrigeratorAll Ms*** needs to do is go to her local Sears store and advise her sales associate that her refrigerator has been approved for replacementThe sales associate will process the transaction for Ms***Since we have provided Ms*** with her desired resolution, 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
November 20, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online order.It is unfortunate that we failed ***
***
expectations and we can understand his frustration with the series of events detailed
in his complaintWe can assure that his concerns have been forwarded to
management for review so that future problems of this nature can be averted
After researching the notes in the order, we found that Sears Online had sent
several email requests to the local Sears Store number *** in Albany, NY with
no resolutionA final attempt was made by telephone on November 11, 2015,
however there was no answerTherefore, Sears Online made the decision to issue
a manual credit on November 12, For *** *** records the refund
receipt number is *** and a credit of $was issued back to his *** account ending in ***We are unable to honor his request for
reimbursement on any interest fees he may have incurredWe apologize again for
any inconvenience *** *** has experiencedIn the interim, since a full
refund has been provided, we respectfully ask to have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # *** - Mike G** Dear *** *** We have been unable to complete the investigation of MrG*** complaint regarding a repair for his rangeThe number MrG**
provided does not allow us to leave a voice massage and each time we have called we get the message: “Your party is not answering, please try your call again”We have sent an email to MrG** at the email address provided in his complaint and are currently waiting for a reply If MrG** still requires assistance, he can contact me via email at *** or via phone at *** In the interim, we will consider MrG*** complaint closed, pending his responseWe apologize to MrG** 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, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding an air conditioner purchased from SearsMr*** has returned his
air conditioner and will be receiving a refund in the next few daysWhen he is ready to purchase again, Mr*** will contact me and I will provide him with a 20% sales adjustment once the unit has been installedI have emailed Mr*** and he has my contact informationWe apologize for the inconvenience he has encountered and I will ensure Mr*** satisfaction when he repurchasesThat said, we ask that this complaint be closedWe apologize to Mr*** 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 ***
Initial Business Response /* (1000, 5, 2015/06/04) */
June 4,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** ***
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding the
cancelation of his recent order
As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the orderFor store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their storeIf the item was never ordered, then all requests to honor the incorrect price would not be granted
We would also note that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is clearedHowever even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been "saved" in the computer's database
We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our storesWith an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to oursAn incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their costWhen an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be correctedMost online retailers post similar terms of use, and we stand by our disclaimerIn case Mr*** 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:
"Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN 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
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
So this means that whether the merchandise was in stock or not, since it was clearly a pricing error we would not have been obligated to fulfill Mr***'s orderHowever, he should receive the gift card he was promisedUpon review, it appears that the gift was not sent on the last occasion due to a processing errorWe apologize to Mr*** for the delay and any inconvenience he may have experienced as a resultThat said, we have arranged for the gift card to be expedited and sent to him via UPS, which means he will receive it within 5-business daysAs this decision is in compliance with our posted terms and conditions of use, we have closed our file
We apologize to Mr*** appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Specialist, Regulatory Complaints
XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, Revdex.com, for finally getting this handled
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* * *** * *** *** Dear *** *** We have completed our investigation of Ms*** allegations that her refrigerator was damaged by a Sears’s service technician
It is important to review the history of Ms*** *** refrigerator, model # *** We received a Revdex.com complaint # *** for Ms*** regarding service for her *** refrigerator under the Sears Appliance warranty on May 24, At that time Ms*** complaint stated that she had not been told that under the first day coverage her replacement amount would be $and she was requesting Sears raise the replacement amountWe were able to pull the call and confirmed that this statement was read to her verbatim: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” We informed Ms*** at that time that since we were able to confirm she had been correctly informed of the replacement amount of $we would not be raising the replacement amountThe refrigerator was deemed unrepairable due to a sealed system issueNo allegations were made at that time of technician damage On June 9, 2016, days after the purchase of the Sears Appliance Warranty Ms*** contacted Sears again for service and on June 16, she was told that the refrigerator was still unrepairable due to a sealed system leak as she was told on May 13, Ms*** stated that the refrigerator should now be covered under the full Sears Appliance warranty and not the first day restrictionMs*** was informed that since her first service for this refrigerator was done under the first days on May 13, that the replacement amount stands at $No allegations were made at that time of technician damage On October 5, Ms*** contacted Sears Executive Members support services with the complaint that the Sears technician sent on May 13, had damaged her refrigerator and that was why it was not repairableWe sent multiple service technicians out from June to October on five separate service orders to run full test and confirm the diagnosis on earlier visits and to check the refrigerator to see if it was damaged by our service technician on May 13, We could find no evidence of technician damageIn fact we have extensive documentation that the refrigerator has a restriction in the *** lineThis is part of the sealed system and would be undetectable without testing with specific tools and equipment We find it interesting that Ms*** indicates that she had two service technicians “diagnosis” the refrigerator as repairable before calling Sears but that neither one “touched or worked” on the refrigeratorIf true it is highly unlikely that either technician could make an accurate diagnosis of any appliance just by looking at it Since our records show that Ms*** had not used the replacement voucher of $that was originally set up for her in May and although the voucher is good for only days we are happy to reinstate that voucher since we show she still holds the Sears Appliance warrantyMs*** need only contact me directly at *** or via email at *** and I will be happy to reinstate the $replacement voucher for her refrigerator Since we have addressed Ms*** complaint and found her allegations to have no merit we have closed our case 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, and *** ***
I have reviewed the response made by Sears in reference to complaint ID *** and if t I receive a shipping confirmation from *** (on cc) for a replacement chair, as described, I will close the complaintOtherwise, I will reopen my complaint promptly. *** *** My shipping address is: *** *** ** *** *** *** *** *** *** ** ***The email address where my shipping confirmation should be sent is: *** I appreciate your prompt attention to this, and am eager to resolve this issue after almost a year!
Sincerely,
*** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
August 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Selim ***
Dear Ms***,
We have completed the investigation of Mr***
complaint regarding his Kmart online orders
After researching the complaint filed, we found that Mr*** had previously been in contact with (SMS) Strategic Member Support team, Sears' escalated complaint departmentSMS assisted in researching the online orders that were cancelled and ensured that a refund was processedAccordingly, the gift cards were refunded and confirmed on August 11, We apologize for any inconvenience Mr*** experiencedSince it is our understanding that the refund has been confirmed with Mr*** and we have noted his concerns, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Larry ***#
Dear Ms
***:
We have completed the investigation of Mr***'s complaint regarding a laundry center purchased from Sears
Sears Home Services records indicate that the laundry center purchased by Mr*** had a new front panel installed on September 16, Additionally, the Sears in Charlevoix has processed a sales adjustment totaling $51.94, which is expected to post to Mr***'s MasterCard ending in within the next 3-business daysSince we have replaced the front panel and noted the sales adjustment processed at the store, we have closed our file
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
September 23,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: # 94***- Heidi L Stavris
Dear Ms***:
We have completed the investigation of Ms***s rebuttal to our response regarding her dissatisfaction that her snow th***r cannot be located after she was notified that it was ready for pick up
Our records indicate that on July 16, we attempted to contact Ms*** to provide her the authorization information for the replacement of her snow th***rSince we were not able to make contact, we left a voicemail with the informationWe apologize if she did not receive the message
Upon receipt of Ms*** rebuttal, we made another attempt to contact Ms*** Since we were not able reach her again, we also emailed her the authorization information for the replacement snow th***rMs*** has $to reselect another snow tractor from SearsShe can provide her phone number to the sales associate at her local Sears store and we will be able to pull up Ms*** authorization informationMs*** has days to reselectWe respectfully ask that this matter be closed, since the requested resolution has been provided
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 Claims Specialist
Sears Holdings Corporation
***
matilda.***@searshc.com
Complaint: ***
I am rejecting this response because:I no longer wish to do business's with Sears I would prefer to be refunded in FULL...to include the additional money we paid for an extended service warranty I was contacted today regarding this and was told that the extended service warranty would be transferred to the new refrigerator "for the remaining time" left on the warranty As far as I'm concerned the extended service contract should restart the day the new refrigerator is delivered This has been an awful experience Any other business would have given us the option of a refund I would prefer a full refund and have refrigerator picked up at Sears' cost. I no longer wish to have any association with Sears at this point We can buy a new refrigerator somewhere else.We have spent over $on ice We have taken multiple days off from work and lost valuable weekend time off with our family to accommodate Sears' schedule I am done with Sears Please refund our money so we can move forward.Please advise.Thank you,Kylie ***
Sincerely,
Kylie ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I have received the $points and times I recently spoke with an online customer representative, they were helpful and didn't give me excuses and solved my complaint. Hopefully representatives and their manager will be given authority to make adjustment. Also, did note that recent coupon details did state HOT DEALS did not qualify
Sincerely,
*** ***
August 22,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of MsC*** complaint regarding her dissatisfaction with the delay in receiving her refund
for the duplicate charge when she purchased a range at our hometown store
We researched MsC***’s account and were unable to locate the purchase she made on July 10, We contacted MsC*** and requested a copy of the purchase receiptMsC*** confirmed that her bank already reimbursed herShe reiterated her dissatisfaction that Sears had not assisted herWe apologize for any inconvenience that this issue may have caused MsC***We want to assure MsC*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWith that being said, since MsC*** has confirmed that her issue has been resolved, we have closed our file
We apologize to MsC*** 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
*** *** ***
November 10, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** *** * * *** *** ***We have
completed our investigation *** *** complaint regarding her
dissatisfaction with Sears Home
Services.First,
we would like to apologize to *** *** for failing her expectations in regard
to the repair of her washerAdditionally,
we would like to assure *** *** that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. We do
not take these matters lightly and we have forwarded *** *** concerns to
the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the
customer service/scheduling issues outlined within *** *** complaint, so
that future problems can be averted. On November 9, 2015, the
technician returned to *** *** home to install a new outer tub. Once the outer tub was installed, the washer
was tested and found to be operating properlyAgain, we sincerely regret any
inconvenience *** *** may have experienced due to the delay in repairing her
refrigerator Unfortunately, the tub
that was originally ordered on October 27, 2015, had to be reordered on
November 4, 2015, when it arrived damaged.
*** *** was issued a $gift card on October 25, 2015, for
customer satisfaction and as a final conciliatory gesture, our office processed
a second $gift card that she should receive within the next two weeksWith
that said, since we have completed the repair to *** *** washer, albeit
later than expected, and documented her concerns with the repair process, we
ask to have this matter closed.Again,
we apologize to *** *** and we appreciate the opportunity to address this
matterSincerely,*** *** *** ***
November
5, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** *** *** *** *** ***We have completed our investigation of *** ***
complaint regarding a promotional coupon she had attempted to use,
but was not
able to We first want to assure *** *** that we appreciate her patronage
and also that her feedback will be forwarded to the appropriate partiesWe are
able to trace interactions and see who was involved so that we may follow up
and take action if neededThat said, we have added the $worth of points
*** *** mentions and they should reflect within business daysIn light
of the aforementioned information, we respectfully ask that this matter be considered
closedWe apologize to *** *** and appreciate the opportunity
to address this matterPlease feel free to contact me if you have any further
questions or concerns.Sincerely,*** *** *** *** *** *** ***
September 28, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms*** We completed the investigation of Ms*** complaint regarding the service she contracted on her microwave
and her request for a refund. All of our repairs come with a day guarantee and if the repair is not successful then we will return to inspect the prior repair and see if any further parts are needed while the labor would be coveredAt that point, if we have to revise our estimate and quote a price for more parts, the customer has the choice whether to proceed with the new estimate, or decline in which case we could remove any previously installed parts and issue a refund for all charges above our normally non-refundable trip/diagnostic fee of $ In Ms*** case, there appears to have been a misunderstandingInstead of scheduling her so that a tech could come out and review the repair, confirm the microwave was not working, and then uninstall any parts if she did not want to have further repairs, they scheduled someone to just pick up parts like we would do for a part that was delivered damagedHowever, since the parts had not been uninstalled there was no way for someone to just pick them up Due to the amount of time that has elapsed, we feel the parts are probably not viable now anyway, and it was clearly not Ms*** fault that they were not picked upAs such, we are willing to issue her a refund in full without retaining our trip fee or picking up the partsTo process this, we need her full *** *** account number ending with ***That way we can not only verify if any previous refunds were provided or any chargebacks accepted, but then we can credit back to her account all monies that were chargedWe do not need any expiration date or security code as just the numbers themselves are needed to do research or process a refundWe would normally have these in our system after accepting payment but we do not retain that info for a very long time to comply with Payment Card Industry standardsSince so much time has elapsed since the payment was made the information is no longer accessibleThere is also a small amount ($13.47) that was not charged that would be issued as a mailed bank check to the address where the service was performedIf this address is not a mailing address, then Ms*** can provide us with the mailing address at the same time she provides the account numberI can be reached via email at *** or via phone at ***In the interim, since we are willing to provide a full refund we have closed our file pending Ms*** response. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: Dana.***
February 27,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the multiple service calls on his lawn mower and his
request for a refund of the mower and his protection agreement
Before going further, we would like to note that Mr*** has a Repair Protection Agreement (RPA) that only entitles him to a replacement if unit is non repairable or the parts are no longer available to complete the repairIt specifically states, “We have the sole right to determine whether a Covered Product will be repaired or replacedIf we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable product”We have researched Mr*** service history, and under the aforementioned terms, he did not meet the criteria for replacement
As clarification, Mr*** purchased the lawn mower on April 23, and our records indicate that the lawn mower did not have any service related issues until a week before the warranty expiredAccording to our records, the first service order is dated April 15, which was repaired under the manufacturer’s warrantyOur technician rebuilt the carburetor and the repair was completed on April 21, Six months later on November 28, 2016, Mr*** dropped off the mower for repair again because it would not startOur technician performed an ultrasonic cleaning on the carburetor and lines to clean out debris; the repair was completed on December 28, At this time, the lawn mower does not qualify for an exchangeIf the lawn mower is not working, Mr*** must send it in for repairIf our technician deems it non repairable, then it will be replaced; not refunded
We would also like to note, that Mr*** can cancel his protection agreement at any time by calling our contract department at (*** to request a cancellation and receive a pro-rated refund on the protection agreementWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
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
*** *** ***
August 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** ** *** Dear Ms*** We have completed the investigation of Mrand MrsR*** complaint requesting a refund of their
refrigerator because they feel it is not being repaired under the terms and conditions of their MPAWe would note that the MPA does not specify a promised length of time to repair an appliance or a certain amount of visitsWhat it does stipulate is our No Lemon Guarantee clause that says after completed repairs for a functional failure in a month period, if a fourth visit determines that another repair is required, then a replacement could be requestedIt does state that visits to diagnose do not count so when we go out and determine parts are needed those visits do not count until the parts are installed and the repair is completedIf the parts are defective or wrong and have to be reordered, then it also does not count as a completed call until the parts are installed and the appliance is workingIn the R***’ case, we have only completed one service callOn July 13th we ordered parts and on July 18th we completed the repair and the service order was closed outThe next day the R*** called in again and a new service order was openedUnder that one we went out July 31st and ordered partsWe returned August 7th and found more parts were needed that were not orderedWe then returned August 16th and emergency ordered one more partThat part was delivered on August 18thIn the meantime, the R*** spoke to an advisor in our Customer Solutions group named D*** We reviewed D*** case notes and found that he did not promise that the refrigerator would be replacedWhat he said was that if the last attempt did not resolve the issue that they would review to see somehow if the R*** would then qualify for a replacementThis is because in addition to the terms and conditions of our MPA, we also have complaint matrixes that allow for an exception to be made when various extenuating circumstances are presentThis is outside the terms and conditions and done strictly as a courtesyUnfortunately, the R*** did not meet the conditions necessary for an exceptionAt this point they have the part, and we got their Revdex.com complaint over to the local service unit as soon as we could so that we could get the part installed as expeditiously as possibleWe were also hoping to head off the R*** buying a refrigerator elsewhere since they would not have qualified for any reimbursement of an unauthorized, non-Sears purchase and we would not have been able to resolve their complaintWhen our service unit contacted the home and spoke to MrsR*** she refused to schedule a repairAt this point we have reached an impasse as we cannot install the part without scheduling a service call, and we will not know if this part will resolve the issue without installing itIf it does not resolve the issue, and we verify this, then we would be willing to make an exception to the terms and condition and authorize a replacement; if this is done then the R*** would be given an authorization number that would allow them to put the value of a comparable replacement towards the purchase of a refrigerator at Sears. If they would like to make arrangements to have the part installed, they can contact Delores H*** back at ***In the interim, since we remain willing to install the part per the terms and conditions of the MPA and are only awaiting authorization to do so, we have closed our fileWe apologize to Mrand MrsR*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Team Manager, Regulatory Complaints Direct Line: *** Email: ***
June 7,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ** ***
Dear Ms***
We have completed the investigation of Ms***’s complaint regarding her dissatisfaction with the quality of her power
washer and her request to return it for a refund
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”
Since Ms*** received the replacement power washer on July 6, 2015, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return periodWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualHowever, Ms***’s power washer is still within the manufacturer’s warranty which covers parts and labor for a repairMs*** can drop off the power washer at the store to be sent for a warranty repairIf our technician deems it non repairable, then it would qualify for a replacement; it does not qualify for a refundAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request
We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms***’s expectationsMs*** stated that she might not shop at Sears in the future, which we understand may cause a subsequent loss of sales and we do not take this lightlyWe can assure Ms*** that any variance from our accepted business practices and policies will be addressedWith that being said, we respectfully request this case be closed
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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Eunice *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorSears has
approved the replacement of Ms***’s refrigerator per the terms of the Master Protection Agreement (MPA) covering the refrigeratorAll Ms*** needs to do is go to her local Sears store and advise her sales associate that her refrigerator has been approved for replacementThe sales associate will process the transaction for Ms***Since we have provided Ms*** with her desired resolution, 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
November 20, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online order.It is unfortunate that we failed ***
***
expectations and we can understand his frustration with the series of events detailed
in his complaintWe can assure that his concerns have been forwarded to
management for review so that future problems of this nature can be averted
After researching the notes in the order, we found that Sears Online had sent
several email requests to the local Sears Store number *** in Albany, NY with
no resolutionA final attempt was made by telephone on November 11, 2015,
however there was no answerTherefore, Sears Online made the decision to issue
a manual credit on November 12, For *** *** records the refund
receipt number is *** and a credit of $was issued back to his *** account ending in ***We are unable to honor his request for
reimbursement on any interest fees he may have incurredWe apologize again for
any inconvenience *** *** has experiencedIn the interim, since a full
refund has been provided, we respectfully ask to have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # *** - Mike G** Dear *** *** We have been unable to complete the investigation of MrG*** complaint regarding a repair for his rangeThe number MrG**
provided does not allow us to leave a voice massage and each time we have called we get the message: “Your party is not answering, please try your call again”We have sent an email to MrG** at the email address provided in his complaint and are currently waiting for a reply If MrG** still requires assistance, he can contact me via email at *** or via phone at *** In the interim, we will consider MrG*** complaint closed, pending his responseWe apologize to MrG** 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, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because: I purchased the house inPlease see the attached proof.
Sincerely,
Kaemanje ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding an air conditioner purchased from SearsMr*** has returned his
air conditioner and will be receiving a refund in the next few daysWhen he is ready to purchase again, Mr*** will contact me and I will provide him with a 20% sales adjustment once the unit has been installedI have emailed Mr*** and he has my contact informationWe apologize for the inconvenience he has encountered and I will ensure Mr*** satisfaction when he repurchasesThat said, we ask that this complaint be closedWe apologize to Mr*** 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 ***
Initial Business Response /* (1000, 5, 2015/06/04) */
June 4,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** ***
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding the
cancelation of his recent order
As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the orderFor store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their storeIf the item was never ordered, then all requests to honor the incorrect price would not be granted
We would also note that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is clearedHowever even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been "saved" in the computer's database
We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our storesWith an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to oursAn incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their costWhen an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be correctedMost online retailers post similar terms of use, and we stand by our disclaimerIn case Mr*** 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:
"Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN 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
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
So this means that whether the merchandise was in stock or not, since it was clearly a pricing error we would not have been obligated to fulfill Mr***'s orderHowever, he should receive the gift card he was promisedUpon review, it appears that the gift was not sent on the last occasion due to a processing errorWe apologize to Mr*** for the delay and any inconvenience he may have experienced as a resultThat said, we have arranged for the gift card to be expedited and sent to him via UPS, which means he will receive it within 5-business daysAs this decision is in compliance with our posted terms and conditions of use, we have closed our file
We apologize to Mr*** appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Specialist, Regulatory Complaints
XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, Revdex.com, for finally getting this handled
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* * *** * *** *** Dear *** *** We have completed our investigation of Ms*** allegations that her refrigerator was damaged by a Sears’s service technician
It is important to review the history of Ms*** *** refrigerator, model # *** We received a Revdex.com complaint # *** for Ms*** regarding service for her *** refrigerator under the Sears Appliance warranty on May 24, At that time Ms*** complaint stated that she had not been told that under the first day coverage her replacement amount would be $and she was requesting Sears raise the replacement amountWe were able to pull the call and confirmed that this statement was read to her verbatim: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” We informed Ms*** at that time that since we were able to confirm she had been correctly informed of the replacement amount of $we would not be raising the replacement amountThe refrigerator was deemed unrepairable due to a sealed system issueNo allegations were made at that time of technician damage On June 9, 2016, days after the purchase of the Sears Appliance Warranty Ms*** contacted Sears again for service and on June 16, she was told that the refrigerator was still unrepairable due to a sealed system leak as she was told on May 13, Ms*** stated that the refrigerator should now be covered under the full Sears Appliance warranty and not the first day restrictionMs*** was informed that since her first service for this refrigerator was done under the first days on May 13, that the replacement amount stands at $No allegations were made at that time of technician damage On October 5, Ms*** contacted Sears Executive Members support services with the complaint that the Sears technician sent on May 13, had damaged her refrigerator and that was why it was not repairableWe sent multiple service technicians out from June to October on five separate service orders to run full test and confirm the diagnosis on earlier visits and to check the refrigerator to see if it was damaged by our service technician on May 13, We could find no evidence of technician damageIn fact we have extensive documentation that the refrigerator has a restriction in the *** lineThis is part of the sealed system and would be undetectable without testing with specific tools and equipment We find it interesting that Ms*** indicates that she had two service technicians “diagnosis” the refrigerator as repairable before calling Sears but that neither one “touched or worked” on the refrigeratorIf true it is highly unlikely that either technician could make an accurate diagnosis of any appliance just by looking at it Since our records show that Ms*** had not used the replacement voucher of $that was originally set up for her in May and although the voucher is good for only days we are happy to reinstate that voucher since we show she still holds the Sears Appliance warrantyMs*** need only contact me directly at *** or via email at *** and I will be happy to reinstate the $replacement voucher for her refrigerator Since we have addressed Ms*** complaint and found her allegations to have no merit we have closed our case 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, and *** ***
I have reviewed the response made by Sears in reference to complaint ID *** and if t I receive a shipping confirmation from *** (on cc) for a replacement chair, as described, I will close the complaintOtherwise, I will reopen my complaint promptly. *** *** My shipping address is: *** *** ** *** *** *** *** *** *** ** ***The email address where my shipping confirmation should be sent is: *** I appreciate your prompt attention to this, and am eager to resolve this issue after almost a year!
Sincerely,
*** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
August 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Selim ***
Dear Ms***,
We have completed the investigation of Mr***
complaint regarding his Kmart online orders
After researching the complaint filed, we found that Mr*** had previously been in contact with (SMS) Strategic Member Support team, Sears' escalated complaint departmentSMS assisted in researching the online orders that were cancelled and ensured that a refund was processedAccordingly, the gift cards were refunded and confirmed on August 11, We apologize for any inconvenience Mr*** experiencedSince it is our understanding that the refund has been confirmed with Mr*** and we have noted his concerns, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Larry ***#
Dear Ms
***:
We have completed the investigation of Mr***'s complaint regarding a laundry center purchased from Sears
Sears Home Services records indicate that the laundry center purchased by Mr*** had a new front panel installed on September 16, Additionally, the Sears in Charlevoix has processed a sales adjustment totaling $51.94, which is expected to post to Mr***'s MasterCard ending in within the next 3-business daysSince we have replaced the front panel and noted the sales adjustment processed at the store, we have closed our file
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
September 23,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: # 94***- Heidi L Stavris
Dear Ms***:
We have completed the investigation of Ms***s rebuttal to our response regarding her dissatisfaction that her snow th***r cannot be located after she was notified that it was ready for pick up
Our records indicate that on July 16, we attempted to contact Ms*** to provide her the authorization information for the replacement of her snow th***rSince we were not able to make contact, we left a voicemail with the informationWe apologize if she did not receive the message
Upon receipt of Ms*** rebuttal, we made another attempt to contact Ms*** Since we were not able reach her again, we also emailed her the authorization information for the replacement snow th***rMs*** has $to reselect another snow tractor from SearsShe can provide her phone number to the sales associate at her local Sears store and we will be able to pull up Ms*** authorization informationMs*** has days to reselectWe respectfully ask that this matter be closed, since the requested resolution has been provided
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 Claims Specialist
Sears Holdings Corporation
***
matilda.***@searshc.com
Complaint: ***
I am rejecting this response because:I no longer wish to do business's with Sears I would prefer to be refunded in FULL...to include the additional money we paid for an extended service warranty I was contacted today regarding this and was told that the extended service warranty would be transferred to the new refrigerator "for the remaining time" left on the warranty As far as I'm concerned the extended service contract should restart the day the new refrigerator is delivered This has been an awful experience Any other business would have given us the option of a refund I would prefer a full refund and have refrigerator picked up at Sears' cost. I no longer wish to have any association with Sears at this point We can buy a new refrigerator somewhere else.We have spent over $on ice We have taken multiple days off from work and lost valuable weekend time off with our family to accommodate Sears' schedule I am done with Sears Please refund our money so we can move forward.Please advise.Thank you,Kylie ***
Sincerely,
Kylie ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I have received the $points and times I recently spoke with an online customer representative, they were helpful and didn't give me excuses and solved my complaint. Hopefully representatives and their manager will be given authority to make adjustment. Also, did note that recent coupon details did state HOT DEALS did not qualify
Sincerely,
*** ***
August 22,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of MsC*** complaint regarding her dissatisfaction with the delay in receiving her refund
for the duplicate charge when she purchased a range at our hometown store
We researched MsC***’s account and were unable to locate the purchase she made on July 10, We contacted MsC*** and requested a copy of the purchase receiptMsC*** confirmed that her bank already reimbursed herShe reiterated her dissatisfaction that Sears had not assisted herWe apologize for any inconvenience that this issue may have caused MsC***We want to assure MsC*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWith that being said, since MsC*** has confirmed that her issue has been resolved, we have closed our file
We apologize to MsC*** 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
*** *** ***
November 10, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** *** * * *** *** ***We have
completed our investigation *** *** complaint regarding her
dissatisfaction with Sears Home
Services.First,
we would like to apologize to *** *** for failing her expectations in regard
to the repair of her washerAdditionally,
we would like to assure *** *** that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. We do
not take these matters lightly and we have forwarded *** *** concerns to
the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the
customer service/scheduling issues outlined within *** *** complaint, so
that future problems can be averted. On November 9, 2015, the
technician returned to *** *** home to install a new outer tub. Once the outer tub was installed, the washer
was tested and found to be operating properlyAgain, we sincerely regret any
inconvenience *** *** may have experienced due to the delay in repairing her
refrigerator Unfortunately, the tub
that was originally ordered on October 27, 2015, had to be reordered on
November 4, 2015, when it arrived damaged.
*** *** was issued a $gift card on October 25, 2015, for
customer satisfaction and as a final conciliatory gesture, our office processed
a second $gift card that she should receive within the next two weeksWith
that said, since we have completed the repair to *** *** washer, albeit
later than expected, and documented her concerns with the repair process, we
ask to have this matter closed.Again,
we apologize to *** *** and we appreciate the opportunity to address this
matterSincerely,*** *** *** ***
November
5, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** *** *** *** *** ***We have completed our investigation of *** ***
complaint regarding a promotional coupon she had attempted to use,
but was not
able to We first want to assure *** *** that we appreciate her patronage
and also that her feedback will be forwarded to the appropriate partiesWe are
able to trace interactions and see who was involved so that we may follow up
and take action if neededThat said, we have added the $worth of points
*** *** mentions and they should reflect within business daysIn light
of the aforementioned information, we respectfully ask that this matter be considered
closedWe apologize to *** *** and appreciate the opportunity
to address this matterPlease feel free to contact me if you have any further
questions or concerns.Sincerely,*** *** *** *** *** *** ***
September 28, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms*** We completed the investigation of Ms*** complaint regarding the service she contracted on her microwave
and her request for a refund. All of our repairs come with a day guarantee and if the repair is not successful then we will return to inspect the prior repair and see if any further parts are needed while the labor would be coveredAt that point, if we have to revise our estimate and quote a price for more parts, the customer has the choice whether to proceed with the new estimate, or decline in which case we could remove any previously installed parts and issue a refund for all charges above our normally non-refundable trip/diagnostic fee of $ In Ms*** case, there appears to have been a misunderstandingInstead of scheduling her so that a tech could come out and review the repair, confirm the microwave was not working, and then uninstall any parts if she did not want to have further repairs, they scheduled someone to just pick up parts like we would do for a part that was delivered damagedHowever, since the parts had not been uninstalled there was no way for someone to just pick them up Due to the amount of time that has elapsed, we feel the parts are probably not viable now anyway, and it was clearly not Ms*** fault that they were not picked upAs such, we are willing to issue her a refund in full without retaining our trip fee or picking up the partsTo process this, we need her full *** *** account number ending with ***That way we can not only verify if any previous refunds were provided or any chargebacks accepted, but then we can credit back to her account all monies that were chargedWe do not need any expiration date or security code as just the numbers themselves are needed to do research or process a refundWe would normally have these in our system after accepting payment but we do not retain that info for a very long time to comply with Payment Card Industry standardsSince so much time has elapsed since the payment was made the information is no longer accessibleThere is also a small amount ($13.47) that was not charged that would be issued as a mailed bank check to the address where the service was performedIf this address is not a mailing address, then Ms*** can provide us with the mailing address at the same time she provides the account numberI can be reached via email at *** or via phone at ***In the interim, since we are willing to provide a full refund we have closed our file pending Ms*** response. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: Dana.***
February 27,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the multiple service calls on his lawn mower and his
request for a refund of the mower and his protection agreement
Before going further, we would like to note that Mr*** has a Repair Protection Agreement (RPA) that only entitles him to a replacement if unit is non repairable or the parts are no longer available to complete the repairIt specifically states, “We have the sole right to determine whether a Covered Product will be repaired or replacedIf we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable product”We have researched Mr*** service history, and under the aforementioned terms, he did not meet the criteria for replacement
As clarification, Mr*** purchased the lawn mower on April 23, and our records indicate that the lawn mower did not have any service related issues until a week before the warranty expiredAccording to our records, the first service order is dated April 15, which was repaired under the manufacturer’s warrantyOur technician rebuilt the carburetor and the repair was completed on April 21, Six months later on November 28, 2016, Mr*** dropped off the mower for repair again because it would not startOur technician performed an ultrasonic cleaning on the carburetor and lines to clean out debris; the repair was completed on December 28, At this time, the lawn mower does not qualify for an exchangeIf the lawn mower is not working, Mr*** must send it in for repairIf our technician deems it non repairable, then it will be replaced; not refunded
We would also like to note, that Mr*** can cancel his protection agreement at any time by calling our contract department at (*** to request a cancellation and receive a pro-rated refund on the protection agreementWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
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
*** *** ***
August 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** ** *** Dear Ms*** We have completed the investigation of Mrand MrsR*** complaint requesting a refund of their
refrigerator because they feel it is not being repaired under the terms and conditions of their MPAWe would note that the MPA does not specify a promised length of time to repair an appliance or a certain amount of visitsWhat it does stipulate is our No Lemon Guarantee clause that says after completed repairs for a functional failure in a month period, if a fourth visit determines that another repair is required, then a replacement could be requestedIt does state that visits to diagnose do not count so when we go out and determine parts are needed those visits do not count until the parts are installed and the repair is completedIf the parts are defective or wrong and have to be reordered, then it also does not count as a completed call until the parts are installed and the appliance is workingIn the R***’ case, we have only completed one service callOn July 13th we ordered parts and on July 18th we completed the repair and the service order was closed outThe next day the R*** called in again and a new service order was openedUnder that one we went out July 31st and ordered partsWe returned August 7th and found more parts were needed that were not orderedWe then returned August 16th and emergency ordered one more partThat part was delivered on August 18thIn the meantime, the R*** spoke to an advisor in our Customer Solutions group named D*** We reviewed D*** case notes and found that he did not promise that the refrigerator would be replacedWhat he said was that if the last attempt did not resolve the issue that they would review to see somehow if the R*** would then qualify for a replacementThis is because in addition to the terms and conditions of our MPA, we also have complaint matrixes that allow for an exception to be made when various extenuating circumstances are presentThis is outside the terms and conditions and done strictly as a courtesyUnfortunately, the R*** did not meet the conditions necessary for an exceptionAt this point they have the part, and we got their Revdex.com complaint over to the local service unit as soon as we could so that we could get the part installed as expeditiously as possibleWe were also hoping to head off the R*** buying a refrigerator elsewhere since they would not have qualified for any reimbursement of an unauthorized, non-Sears purchase and we would not have been able to resolve their complaintWhen our service unit contacted the home and spoke to MrsR*** she refused to schedule a repairAt this point we have reached an impasse as we cannot install the part without scheduling a service call, and we will not know if this part will resolve the issue without installing itIf it does not resolve the issue, and we verify this, then we would be willing to make an exception to the terms and condition and authorize a replacement; if this is done then the R*** would be given an authorization number that would allow them to put the value of a comparable replacement towards the purchase of a refrigerator at Sears. If they would like to make arrangements to have the part installed, they can contact Delores H*** back at ***In the interim, since we remain willing to install the part per the terms and conditions of the MPA and are only awaiting authorization to do so, we have closed our fileWe apologize to Mrand MrsR*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Team Manager, Regulatory Complaints Direct Line: *** Email: ***