May 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** rebuttal for the response we provided in her other
complaintAs clarification we did not “change our mind” on the priceWe acknowledged there was a pricing error and we do not honor pricing errorsIf the item was out-of-stock then we also would not have honored the price if we no longer had itSo in either case, Ms*** would not have received the merchandise for the inaccurate priceWe already apologized that she was told only that the merchandise was out-of-stockIt was, but the other reason her order was canceled was because of the pricing errorSince it was first canceled because there was no stock available, this is the generic type template email she was sentWe do not usually send second emails when we realize it was also canceled because there was an errorOne cancelation notification is generally enoughEveryone she spoke with though, should have realized both reasons and that is why we apologized she was not given this information soonerAt this time, we do not find that Ms*** brought forth any new information in her rebuttal and as such, our response remains unchangedWe are unable to provide any resolutions as we do not honor pricing errors; therefore, we have reclosed our fileWe 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: ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding services she received from her local Sears Auto CenterDue to
the nature of Ms*** concerns, we opened a claim with ***, our third-party claims adjusterIf Ms*** has any questions regarding her claim, she can contact *** at *** and reference claim # *** We attempted to contact and inform Ms*** of the open claim and provide her with the direct contact information to *** but the number provided by Ms*** in her complaint, *** when called states that the voice mail is full and we were unable to leave her a message As clarification, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon ***’s actions; their decision on any claim is final. In the interim, since Ms*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our fileWe appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because:I have not been able to use for months since purchase and it is still not fixedI should be be reimbursed for the assembly fee for time and troubleAlso, I still need to have this treadmill fixed.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Robert M***
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the apology and appreciate the fact that my Master Protection Plan has been extendedHowever, I do hope the business take care of the future problems at the lowest level possibleMy concern was not addressed even
when I contacted the corporate customer service levelMy concern was finally brought to company's attention only after I filed a complaint through Revdex.comSears should put itself in customer's shoe and tailor the operation to accommodate its customersNo one wants to wait more than a month to have their refrigerator repairedEspecially when the coverage was purchased
December 23, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Annemarie *** - # *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding
Sears Home Services It is regrettable that we failed Ms*** expectations when she recently scheduled a washer repairWe value Ms*** patronage and we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely apologize to MsSummers for any inconvenience we may have caused Upon researching Ms*** complaint, we found that her requested refund had already been processed. Our records show that a refund request was submitted on December 14, 2017, in the amount of $199.81, so Ms*** should see a credit post to her Visa account ending in *** in the next few days. With that said, since we have documented Ms*** concerns with the repair process and we are providing her with her requested resolution, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
Well that is great that I got a refundIsn t that standardI mean come on reallyLike I am not going to get a refund! This is exactly my problemThey dont give a hoot that my order was cancelled by an online department that has no idea what they are doing and the grief that it has caused me and my wife by trying to get answersI will take my business else where from now on.
Sincerely,
Joe M***
July 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the quality of the service
provided on her range and her request to have the unit repaired
It is unfortunate that we failed Ms*** expectations when she recently scheduled a range repairWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
Upon receipt of Ms*** complaint we reached out to Field Operations Manager *** *** for assistance with Ms*** concernMr*** agreed to monitor the repair that was scheduled for July 8, Our technician reassessed the range and found that the controller board was shorted and had also caused the valve to short; the parts were orderedOn July 13, our technician returned and installed the valveThe unit was tested and is operationalWith that being said, since the range has been repaired, we have closed our file
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
*** *** ***
May 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding his washer and his request to have the unit replacedUpon receipt
of *** *** complaint, we reviewed his service history to determine whether the washer should be replaced under warranty. Our records show that since he purchased the washer on May 10, 2015, two service calls have been completed. On May 10, 2016, the technician found that *** *** washer was over-sudsing because he used HE soap, when his washer is designed to use detergent. The second service call was completed on May 16, 2016; the technician replaced the control board. Additionally, we confirmed that although the washer’s warranty has expired, *** *** purchased a two-year Master Protection Agreement (MPA) that is in effect from May 16, 2016, until May 16, 2018. While *** *** is dissatisfied with his washer, the unit has only had one repair to date, so a replacement is currently not an optionWith that said, since *** *** washer is now covered under a MPA, he is entitled to certain benefits during the coverage period, such as a replacement, if and when certain criteria is metAccording to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “ three (3) 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 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 must occur within sixty (60) days from its last product failure.” As we stated previously, *** *** washer has only had one repair to date and that repair was completed under the warranty and not the newly purchased MPA Since we have explained why a replacement is currently not an option for *** *** and documented his concerns with the repair process, we ask that this matter be closedWe apologize to *** *** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his request for repair or
replacement of his lawn mower. Unfortunately, many issues that a customer may experience with a lawn mower or any other piece of lawn and garden equipment are caused by the way the item is used or something the customer has neglected to do in regard to maintenance. Issues caused by neglect or customer misuse may result regardless of whether a customer has used their item for five minutes or five years. Therefore, in nearly all instances involving lawn and garden equipment it is our policy to have a certified Sears technician confirm the cause for failure before determining whether the repair will be covered by the manufacturer’s warranty. In Mr*** case, it was determined that the poor performance of his lawn mower was the result of using a weak or improper fuel mixture, or improper fuel maintenance. Therefore, the symptoms exhibited by the lawnmower were not due to a manufacturer’s defect, and per page one of the warranty statement provided with his lawn mower the repair could not be covered by the manufacturer. While we empathize with Mr*** situation, our decision is appropriate and relative to the terms of the manufacturer’s warranty. As such, we have closed our file regarding this matter 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 *** *** ***
Complaint: ***
I am rejecting this response because:NO ONE HAS TRIED TO CONTACT ME! They have my business number and my cell phone and I have no messages on either
Sincerely,
*** ***
April 18,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the quality of the refrigerator
that he was delivered; as well as, the overall customer service he received
It is unfortunate that we failed Mr*** expectations when he recently scheduled a refrigerator deliveryWe value Mr*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We reviewed the delivery and case notes related to Mr*** refrigeratorAccording to the case notes, Mr*** was working with a case manager from our Strategic Member Support teamSince Mr*** reported that the freezer continued to have the same problem after the repair, on March 27, the case manager offered to exchange the refrigerator instead of continuing with a warranty repairMr*** selected to exchange with the same model and it was delivered on April 5, With that being said, since it is our understanding that the replacement refrigerator is a resolution that met with Mr*** approval, 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
*** *** ***
Complaint: ***
I am rejecting this response because:
I called *** advised me to call Sears because they do not have a pickup request and could not schedule the pickup with meShe transferred me to Salina (Sears) at 12:01pmAfter twenty minutes on hold I asked her if she could call me back at a later time when she finished reading the notesShe told me that she will review the notes further and send me an email with the pickup requestThen she asked me why I was returning the tableI stated why and told her that I need to get back to workShe stated that she will not review and will not send me an email due to high call volumeThis is another typical runaround from Sears
*** ***
September 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Amy M*** Dear *** *** We have completed the investigation of MsM*** complaint
regarding the delay she encountered in having her refrigerator diagnosed Immediately upon receiving MsM*** complaint, we sent it over to her local service unit to see if they could schedule a s*er service dateThey were able to move up the date to June 16thUnfortunately, on that date she was given an estimate for repair that was quite extensive, so it was declinedAs an apology for the delay, we would be willing to refund MsM*** for that diagnostic fee of $that was charged to her *** ending in ***She would just need to contact me via email or phone so that I could get the first digits of that digit *** numberWith that, I could research to see if there were any prior refunds provided and if not, I could then process the refund for $MsM*** can contact me at ***searshc.com or call me at *** to provide the requested informationIn the interim, since we were able to expedite repair once we received the complaint, though it turned out to not be so helpful when it was realized how much the repair would be, we have closed our file We apologize to MsM*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Dana S*** Team Manager, Regulatory Complaints Direct Line: *** Email: ***searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meAdditionally I want to commend the service technician for his excellent service and taking the time to be certain the repair was done I am sorry for having to go to this extent, but this was the only avenue that brought about the needed result. Thank you for your service in the Revdex.com and thanks to Sears management for taking the active steps to get my situation rectified
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 meThank you so much for your continuous cooperation and patience on this matter.
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
This situation was mishandled locally, yet appropriately managed on the corporate levelIn my opinion Sears has always represented themselves as a company that provided high quality serviceI had the misfortune of experiencing an incident with an independent franchise owner that did not meet my expectationsThis is not an accurate representation of my experience with Sears as a companyHowever, the Sears representatives at the corporate office in Ohio were considerate, professional, knowledgeable, and diligent as they initiated and carried forth a process to rectify this issue without further delayI will not allow this isolated incident to taint my image of the companyUnfortunately mishaps sometimes occurThe Sears corporate representatives have reassured my confidence in Sears as a reputable company that provides quality customer serviceThank you Revdex.com and Sears Ohio corporate office for your time and efforts in resolving this matter in a manner that was sensible and efficient
September 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Danette F* - # *** Dear *** *** We have completed the investigation of MsF* complaint regarding her television and her request to
receive a refund for the unit and to have the unit replaced under her Master Protection Agreement (MPA) Upon receipt of MsF* complaint, we reviewed our Point-of-Sale system and our service system to see whether MsF* qualifies for either a refund or a replacementOur records show that MsF* purchased the television on November 24, 2013, along with a Master Protection Agreement (MPA). Per Sears’ Return Policy, MsF* television could only have been returned for a refund within days of purchase. Now that nearly four years have lapsed since the television was purchased, a refund is not an option. Furthermore, since purchasing the agreement, MsF* has only had one qualifying repair. On September 5, 2017, under service order *** a new panel was installed in MsF* television While we understand that MsF* is frustrated because the repair took longer than expected, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, 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, MsF* television has only had one qualifying repair to date. While neither a refund nor a replacement is an option for MsF*, we have processed a one-year extension to her MPA coverage as a goodwill gesture; the agreement now expired on December 9, 2019. With that said, since we have completed the repair to MsF* television in accordance with the terms of her MPA and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to MsF* and we appreciate the opportunity to address this matter. Sincerely, Melissa L*** Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
The refrigerator is now workingI have not yet received the check but we appreciate the offer
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Kubra A** Dear *** *** We have completed our investigation of MsA*** complaint regarding her washer MsA** was assisted by MsBelen J*** from our
customer service department and was authorized for a replacement of the washer under the terms of her Master Protection Agreement (MPA)She has been provided with the necessary information to select a new washerAt this time, since it was our understanding that this resolution met with MsA*** approval, we have closed our file We apologize to MsA** 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 LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
May 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** rebuttal for the response we provided in her other
complaintAs clarification we did not “change our mind” on the priceWe acknowledged there was a pricing error and we do not honor pricing errorsIf the item was out-of-stock then we also would not have honored the price if we no longer had itSo in either case, Ms*** would not have received the merchandise for the inaccurate priceWe already apologized that she was told only that the merchandise was out-of-stockIt was, but the other reason her order was canceled was because of the pricing errorSince it was first canceled because there was no stock available, this is the generic type template email she was sentWe do not usually send second emails when we realize it was also canceled because there was an errorOne cancelation notification is generally enoughEveryone she spoke with though, should have realized both reasons and that is why we apologized she was not given this information soonerAt this time, we do not find that Ms*** brought forth any new information in her rebuttal and as such, our response remains unchangedWe are unable to provide any resolutions as we do not honor pricing errors; therefore, we have reclosed our fileWe 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: ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding services she received from her local Sears Auto CenterDue to
the nature of Ms*** concerns, we opened a claim with ***, our third-party claims adjusterIf Ms*** has any questions regarding her claim, she can contact *** at *** and reference claim # *** We attempted to contact and inform Ms*** of the open claim and provide her with the direct contact information to *** but the number provided by Ms*** in her complaint, *** when called states that the voice mail is full and we were unable to leave her a message As clarification, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon ***’s actions; their decision on any claim is final. In the interim, since Ms*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our fileWe appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because:I have not been able to use for months since purchase and it is still not fixedI should be be reimbursed for the assembly fee for time and troubleAlso, I still need to have this treadmill fixed.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Robert M***
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the apology and appreciate the fact that my Master Protection Plan has been extendedHowever, I do hope the business take care of the future problems at the lowest level possibleMy concern was not addressed even
when I contacted the corporate customer service levelMy concern was finally brought to company's attention only after I filed a complaint through Revdex.comSears should put itself in customer's shoe and tailor the operation to accommodate its customersNo one wants to wait more than a month to have their refrigerator repairedEspecially when the coverage was purchased
December 23, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Annemarie *** - # *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding
Sears Home Services It is regrettable that we failed Ms*** expectations when she recently scheduled a washer repairWe value Ms*** patronage and we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely apologize to MsSummers for any inconvenience we may have caused Upon researching Ms*** complaint, we found that her requested refund had already been processed. Our records show that a refund request was submitted on December 14, 2017, in the amount of $199.81, so Ms*** should see a credit post to her Visa account ending in *** in the next few days. With that said, since we have documented Ms*** concerns with the repair process and we are providing her with her requested resolution, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
Well that is great that I got a refundIsn t that standardI mean come on reallyLike I am not going to get a refund! This is exactly my problemThey dont give a hoot that my order was cancelled by an online department that has no idea what they are doing and the grief that it has caused me and my wife by trying to get answersI will take my business else where from now on.
Sincerely,
Joe M***
July 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the quality of the service
provided on her range and her request to have the unit repaired
It is unfortunate that we failed Ms*** expectations when she recently scheduled a range repairWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
Upon receipt of Ms*** complaint we reached out to Field Operations Manager *** *** for assistance with Ms*** concernMr*** agreed to monitor the repair that was scheduled for July 8, Our technician reassessed the range and found that the controller board was shorted and had also caused the valve to short; the parts were orderedOn July 13, our technician returned and installed the valveThe unit was tested and is operationalWith that being said, since the range has been repaired, we have closed our file
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
*** *** ***
May 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding his washer and his request to have the unit replacedUpon receipt
of *** *** complaint, we reviewed his service history to determine whether the washer should be replaced under warranty. Our records show that since he purchased the washer on May 10, 2015, two service calls have been completed. On May 10, 2016, the technician found that *** *** washer was over-sudsing because he used HE soap, when his washer is designed to use detergent. The second service call was completed on May 16, 2016; the technician replaced the control board. Additionally, we confirmed that although the washer’s warranty has expired, *** *** purchased a two-year Master Protection Agreement (MPA) that is in effect from May 16, 2016, until May 16, 2018. While *** *** is dissatisfied with his washer, the unit has only had one repair to date, so a replacement is currently not an optionWith that said, since *** *** washer is now covered under a MPA, he is entitled to certain benefits during the coverage period, such as a replacement, if and when certain criteria is metAccording to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “ three (3) 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 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 must occur within sixty (60) days from its last product failure.” As we stated previously, *** *** washer has only had one repair to date and that repair was completed under the warranty and not the newly purchased MPA Since we have explained why a replacement is currently not an option for *** *** and documented his concerns with the repair process, we ask that this matter be closedWe apologize to *** *** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his request for repair or
replacement of his lawn mower. Unfortunately, many issues that a customer may experience with a lawn mower or any other piece of lawn and garden equipment are caused by the way the item is used or something the customer has neglected to do in regard to maintenance. Issues caused by neglect or customer misuse may result regardless of whether a customer has used their item for five minutes or five years. Therefore, in nearly all instances involving lawn and garden equipment it is our policy to have a certified Sears technician confirm the cause for failure before determining whether the repair will be covered by the manufacturer’s warranty. In Mr*** case, it was determined that the poor performance of his lawn mower was the result of using a weak or improper fuel mixture, or improper fuel maintenance. Therefore, the symptoms exhibited by the lawnmower were not due to a manufacturer’s defect, and per page one of the warranty statement provided with his lawn mower the repair could not be covered by the manufacturer. While we empathize with Mr*** situation, our decision is appropriate and relative to the terms of the manufacturer’s warranty. As such, we have closed our file regarding this matter 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 *** *** ***
Complaint: ***
I am rejecting this response because:NO ONE HAS TRIED TO CONTACT ME! They have my business number and my cell phone and I have no messages on either
Sincerely,
*** ***
April 18,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the quality of the refrigerator
that he was delivered; as well as, the overall customer service he received
It is unfortunate that we failed Mr*** expectations when he recently scheduled a refrigerator deliveryWe value Mr*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We reviewed the delivery and case notes related to Mr*** refrigeratorAccording to the case notes, Mr*** was working with a case manager from our Strategic Member Support teamSince Mr*** reported that the freezer continued to have the same problem after the repair, on March 27, the case manager offered to exchange the refrigerator instead of continuing with a warranty repairMr*** selected to exchange with the same model and it was delivered on April 5, With that being said, since it is our understanding that the replacement refrigerator is a resolution that met with Mr*** approval, 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
*** *** ***
Complaint: ***
I am rejecting this response because:
I called *** advised me to call Sears because they do not have a pickup request and could not schedule the pickup with meShe transferred me to Salina (Sears) at 12:01pmAfter twenty minutes on hold I asked her if she could call me back at a later time when she finished reading the notesShe told me that she will review the notes further and send me an email with the pickup requestThen she asked me why I was returning the tableI stated why and told her that I need to get back to workShe stated that she will not review and will not send me an email due to high call volumeThis is another typical runaround from Sears
*** ***
September 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Amy M*** Dear *** *** We have completed the investigation of MsM*** complaint
*er service dateThey were able to move up the date to June 16thUnfortunately, on that date she was given an estimate for repair that was quite extensive, so it was declinedAs an apology for the delay, we would be willing to refund MsM*** for that diagnostic fee of $that was charged to her *** ending in ***She would just need to contact me via email or phone so that I could get the first digits of that digit *** numberWith that, I could research to see if there were any prior refunds provided and if not, I could then process the refund for $MsM*** can contact me at ***searshc.com or call me at *** to provide the requested informationIn the interim, since we were able to expedite repair once we received the complaint, though it turned out to not be so helpful when it was realized how much the repair would be, we have closed our file We apologize to MsM*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Dana S*** Team Manager, Regulatory Complaints Direct Line: *** Email: ***searshc.com
regarding the delay she encountered in having her refrigerator diagnosed Immediately upon receiving MsM*** complaint, we sent it over to her local service unit to see if they could schedule a s
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meAdditionally I want to commend the service technician for his excellent service and taking the time to be certain the repair was done I am sorry for having to go to this extent, but this was the only avenue that brought about the needed result. Thank you for your service in the Revdex.com and thanks to Sears management for taking the active steps to get my situation rectified
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 meThank you so much for your continuous cooperation and patience on this matter.
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
This situation was mishandled locally, yet appropriately managed on the corporate levelIn my opinion Sears has always represented themselves as a company that provided high quality serviceI had the misfortune of experiencing an incident with an independent franchise owner that did not meet my expectationsThis is not an accurate representation of my experience with Sears as a companyHowever, the Sears representatives at the corporate office in Ohio were considerate, professional, knowledgeable, and diligent as they initiated and carried forth a process to rectify this issue without further delayI will not allow this isolated incident to taint my image of the companyUnfortunately mishaps sometimes occurThe Sears corporate representatives have reassured my confidence in Sears as a reputable company that provides quality customer serviceThank you Revdex.com and Sears Ohio corporate office for your time and efforts in resolving this matter in a manner that was sensible and efficient
September 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Danette F
* - # *** Dear *** *** We have completed the investigation of MsF
* complaint regarding her television and her request to
* complaint, we reviewed our Point-of-Sale system and our service system to see whether MsF
* qualifies for either a refund or a replacementOur records show that MsF
* purchased the television on November 24, 2013, along with a Master Protection Agreement (MPA). Per Sears’ Return Policy, MsF
* television could only have been returned for a refund within days of purchase. Now that nearly four years have lapsed since the television was purchased, a refund is not an option. Furthermore, since purchasing the agreement, MsF
* has only had one qualifying repair. On September 5, 2017, under service order *** a new panel was installed in MsF
* television While we understand that MsF
* is frustrated because the repair took longer than expected, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, 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, MsF
* television has only had one qualifying repair to date. While neither a refund nor a replacement is an option for MsF
*, we have processed a one-year extension to her MPA coverage as a goodwill gesture; the agreement now expired on December 9, 2019. With that said, since we have completed the repair to MsF
* television in accordance with the terms of her MPA and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to MsF
* and we appreciate the opportunity to address this matter. Sincerely, Melissa L*** Regulatory Complaints Specialist
receive a refund for the unit and to have the unit replaced under her Master Protection Agreement (MPA) Upon receipt of MsF
(The consumer indicated he/she ACCEPTED the response from the business.)
The refrigerator is now workingI have not yet received the check but we appreciate the offer
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Kubra A** Dear *** *** We have completed our investigation of MsA*** complaint regarding her washer MsA** was assisted by MsBelen J*** from our
customer service department and was authorized for a replacement of the washer under the terms of her Master Protection Agreement (MPA)She has been provided with the necessary information to select a new washerAt this time, since it was our understanding that this resolution met with MsA*** approval, we have closed our file We apologize to MsA** 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 LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***