Complaint: ***
I am rejecting this response because: My husband and I don't feel that we were treated fairly by Sears or in a timely mannerThe customer service team was extremely rudeI lost time from work on the day that the repair man did not make it to my houseWe appreciate the gesture to extend the warranty by months but would like some money back on the purchase of this warranty as we lost time paid for work and food that we paid for in our fridge and freezer since we were without this for weeks
Sincerely,
Marisa ***
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,
Gwendolyn ***
Contact Name and Title: MELISSA ***
September 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Rhonda *** - #
Dear Ms***:
We have
completed our investigation Ms***'s complaint regarding her dissatisfaction with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms*** 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 networkWe do not take these matters lightly and we have forwarded Ms***'s concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms***'s complaint, so that future problems can be avertedUpon receiving Ms***'s complaint, Alicia with unit *** contacted our Routing Department to see if sooner service was availableShe was given a date of September 11, Alicia immediately offered September 11th to Ms***, but Ms*** decided to keep the September 15th appointment
On September 15, 2015, the technician returned to Ms***'s home and examined the washerHe found a penny and a washer lodged in the pumpAfter removing the debris from the pump, he tested the washer several times and found the unit to be operating properlyWith that said, since we have completed the repair to Ms***'s washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11103357, and find that this resolution is satisfactory to me
Sincerely,
Joseph ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr***’s complaint regarding his refrigeratorSears has processed an in warranty exchange/upgrade for
Mr*** His new *** refrigerator has been ordered and is scheduled to be delivered to his home on Monday, February 20, Moving forward, if Mr*** has any questions or concerns, I invite him to contact me as he has my email address as well as my office numberSince we have noted the exchange of Mr***’s refrigerator, we ask that this complaint be closed pending further contactWe 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 ***
August 13,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No:
Revdex.com File No: 94563834/ John ***
Via: Revdex.com Website
Dear Ms***,
This letter serves you to update you in regards to Mr***s concerns
regarding his Kitchen Remodel jobSears Home Improvement Products (SHIP) has agreed to hire a licensed electrician to inspect the wiring in the kitchen as a gesture of customer serviceThe electrician is scheduled to go out August 14, I will update you accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-222-extension 5415, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa ***
SHIP/HI Regulatory Complaint Specialist
cc: John ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction at not having the door for
her *** refrigerator replaced under her Sears Master Protection Agreement (MPA). As clarification, not all calls for service are covered by the Sears MPA service agreementThe terms and conditions are very specific on what is covered and what is notThe MPA Terms and Conditions does list coverage limitations: Section 13c states: Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature In Ms*** case she reported that she cleans her refrigerator with water and a paper towel, the owner’s manual specifically states the doors, handles and cabinet surfaces should be cleaned with a mild detergent and then wiped dry with a soft clothIt continues stating that it is best to polish the exterior once or twice a year There was an exception made for MsH*** in while she was still under the *** manufacture warranty and the refrigerator door was replacedIn another exception was made when our service technician was informed by MsH*** that she uses water and paper towels to clean her refrigeratorWe not only replaced the door due to the rust but we also ordered and gave MsH*** Stainless Steele Bright, a stainless steel appliance cleaner and polish as well as a microfiber cloth to use when cleaning the refrigerator Since we have made two concessions for MsH*** and she was instructed on the proper way to clean her refrigerator in we are unable to make a third concession It is important to take a moment to explain Stainless Steel as it applies to appliances: Stainless Steel is a slightly misleading nameA more accurate description would be Harder to Stain SteelThe largest single component of stainless steel is steelSteel will rustThe chromium in stainless steel when exposed to oxygen in the atmosphere forms a thin invisible layer called chromium oxideThis invisible layer covering the entire surface gives stainless steel its ability to resist stains and rustIf this layer is damaged rust is formed on the surface at the point of that damageThe good news is, with a little cleaning and care the chromium oxide layer is self-healingSears’s research department is having very good results with *** *** *** Soft Cleanser (not the abrasive but the grit free product) to clean and repair rusted stainless steel appliances and grillsBut it will take time and a little elbow grease to restore the refrigerator finish to its original state, depending on how pervasive the rust is Since we have explained why we are unable to honor Ms*** request to replace the refrigerator or the refrigerator door we have closed our case We apologize to MsH*** and 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 *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10987047, and find that this resolution is satisfactory to me
Sincerely,
Cathy **
July 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Devin A*** * * *** Dear Ms*** We have completed our investigation of MrA*** complaint regarding his refrigerator It is
regrettable that we failed MrA*** expectations in regard to his refrigerator and we sincerely apologize for any inconvenience we may have caused MrA*** Upon researching MrA*** concerns, we found that his refrigerator has been repaired twice since he purchased the unit on October 8, 2015; the last repair was completed on June 30, 2017. The refrigerator is no longer under the manufacturer’s warranty covering parts and labor; the sole warranty remaining is the exceptional parts warranty which covers the sealed system for five years and the compressor for ten years. While the aforementioned parts are still covered, the labor cost is not. Unfortunately, since MrA*** refrigerator is nearly two years old, a refund is not an option and since his refrigerator has not been deemed un-repairable due to a sealed system issue, he is not eligible for a replacement. At this time, since we have completed the repair of MrA*** refrigerator in accordance with the terms of his exceptional parts warranty, we have closed our file Again, we apologize to MrA*** and we appreciate the opportunity to address this matter Sincerely, M*** L*** Regulatory Complaints Specialist
January 11, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent order Unfortunately,
it appears that there was an inadvertent error made on our website that was causing the product description and pricing for a different item to be switched for this modelThe features shown are for model *** and the correct pricing for that day would have been $with the Friends and Family promotional discount applied The fact is that 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, then we attempt to email the customer as soon as possible, and either cancel the order or notify the store of pick up that these prices were errors and will not be honored If the item was never ordered because the price was showing correctly in the basket and the consumer chose not to purchase the item for the correct price, then all requests to honor the incorrect price would not be granted. In this case, the error was not discovered until nowWe have notified our site engineers and it is the process of being corrected We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With 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 ours. An 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 substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In 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“IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” In accordance then with that disclaimer and our posted policies, we are unable to honor MrLavac’s’ request to purchase item *** for the price of item ***Mr*** has been made whole by the issuance of his refundDespite this fact, we are willing to provide Mr*** with item *** (the model with the 5th burner he wanted) for the $Friends & Family price sold for the day he placed his order plus an additional 10% discount (selling price $1308.14) and free delivery if he is still in need of a range as a gesture of goodwillShould Mr*** wish to accept our offer, I may be reached via email during business hours at *** within days from the date of this letter; after that, it will be null and void In closure, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Specialist, Regulatory Complaints*** ***Email: ***Tell us why here
July 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9***- Brian ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding his dissatisfaction that dishwasher failed after
installation and the problems he encountered when scheduling a warranty exchange
It is unfortunate that we failed Mr***'s expectations when he recently purchased a dishwasherWe value Mr***'s 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
On June 30, we reached out to Mr*** and offered a warranty exchange on the dishwasherMr*** accepted the offer and we processed the exchange on the dishwasherAccording to our records, the new dishwasher was delivered on July 9, and the installation was completed on July 10, With that being said, since we have addressed the issues brought forth in Mr***'s complaint, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
May 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problems she encountered when she purchased a new
washer and dryer; and her dissatisfaction with the customer service she received
It is unfortunate that we failed Ms*** expectations when she recently purchased a new washer and dryerWe 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 customer service further
We researched and discovered that the dryer had been exchanged and it was delivered on April 22, However, Ms*** reported the next day that the replacement dryer was not workingOur technician assessed the dryer and found that the prongs on the cord were bentHe repaired the leads and the unit was operationalOur records also indicate that due to the issues Ms*** reported, on April 14, she was offered 250,reward points (equivalent to $250.00) to her Shop Your Way accountMs*** accepted the offer and used the reward points to purchase a new pedestal for her washerWe contacted Ms*** and she confirmed that the replacement dryer is workingWe apologize that the sales associate was not clear with his explanation of the required connection for the dryer; as well as the compatibility of her old pedestal with the new washerFor her inconvenience, we offered her a $refund on the purchase of her pedestalShe accepted the offer and the refund was issued in the same form of payment; 50,reward points to her Shop Your Way Rewards accountWith that being said, since we have addressed the issue brought forth in Ms*** complaint, 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
*** *** ***
August 27,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Rhys ***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his washer
we have authorized and processed a replacement
of the washer and delivery is set for September 6, Mr*** has been informed of this information and has been provided with my direct contact information if he is in need of further assistanceSince it was our understanding that this resolution met with Mr***'s approval, we have closed our file
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com
November 15, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Brad *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his dishwasher and his request for a
refund of the dishwasher and protection agreement First, we would like to apologize to Mr*** for failing his expectations in regard to his dishwasherWhile we empathize with Mr***, we are unable to honor his request for a refund of his dishwasher; the Master Protection Agreement (MPA) can be canceled and a refund issued, but the refund would be pro-rated. As to Mr*** dishwasher, he purchased the unit on June 23, 2012, over four years ago. Since Sears’ Return Policy only allows for a refund or an exchange within the first thirty days, now that more than four years have passed, we feel that Mr*** request for a refund is unreasonable As to Mr*** claiming that he qualified for a replacement in 2015, we reviewed his service history and found the following. On January 2, 2015, under service order 41932856, a Sears technician completed a maintenance check, which is not a qualifying repair. Under service order 42092470, completed June 19, 2015, the technician installed an interface. On July 7, 2015, under service order 42178972, a new control board was installed. The last service call completed in was not a dishwasher repair; the technician advised Mr*** that his drain hose needed to be looped. In 2015, Mr*** had two qualifying repairs Although we understand that Mr*** is frustrated and feels that his dishwasher has failed too soon, 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 “four (4) or more separate product failures 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 fourth (4th) product failure…” As we stated previously, Mr*** has only had one qualifying repair in 2016, and two qualifying repairs in 2015. Since we have explained why neither a refund nor a replacement is currently an option for Mr***, and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
November 29,
Revdex.com
Attn: Nita *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** Via email: m***@sbcglobal.net
Via email: n***@chicago.Revdex.com.org
Dear Ms***,
This letter serves as response to Ms*** rebuttal letter dated 11/1/regarding the hvac concernsThe only directive action we are able to provide is that we will inspect the unit when the weather becomes warmer as we are unable to determine the problem with the hvac unit due to the cold weather at this timeA safe outside weather temperature for running an air conditioner is well above degrees FahrenheitPlease be advised this is highly recommended by all air conditioning manufacturers and hvac professionals
As stated in my previous letter, I have set a calendar reminder to re-open the file around April-May If it becomes warmer sooner than April, the customer may contact me or the service department to reopen the file and schedule the serviceI sincerely apologize that we can’t do more immediately but the weather is simply not what it needs to beThe service department is 1-800-222-The customer can also contact our administrative assistant at [email protected], we deeply apologize for any delays or inconveniences this may have caused the customer
At this time, our file will remain closed until the weather becomes warmer in the customer’s areaIf you have any questions or concerns, please contact me at 800-222-x ***, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa *** SHIP/HI Regulatory Complaint Specialist
cc: Leslie ***
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her laundry center and her request for a
replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her laundry center On July 25, 2016, our office was notified by the service unit that a replacement has been authorized for Ms*** for customer satisfaction. Based upon the features of Ms*** current laundry center, it was determined that $1,would provide her with a comparable replacement under her Repair Protection Agreement (RPA. Ms*** is welcome to go to her local Sears today to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, (*** *** to verify the replacement authorization. The new laundry center will be delivered at no charge and the old unit removed. The remaining RPA coverage will transfer to the new laundry center and run concurrently with the manufacturer’s warranty until it’s expiration on May 19, However, the manufacturer’s warranty will continue to run a full year from the date of delivery. With that said, since we are providing Ms*** with a replacement laundry center, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
HiI didn't realize I was supposed to respond to an email about the response from sears and I just received another email saying the case closed and it will say resolved but I am dissatisfied. I would please like to change that to say that I am satisfied because I was very happy with the way it was resolvedI want to thank you also for all your help as well because you are the reason it was resolvedThank you Cami
Sincerely,
Cami D***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have not fully completed the investigation of Mr*** rebuttal regarding Sears Home Services and repairs to his home air conditioning systemOn Tuesday, June 7, 2016, Sears Home Improvement Products installed a new system at Mr*** homeThere is a concern with the unit and our local project manager is actively working with our local distributor to secure a replacement unitWe will provide an additional update once the issue has been resolved to Mr*** satisfaction We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ***
*** *** *** Sears Holdings Corporation ***
June 30, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction at being asked to provide his
original form of payment when he went to piin the store an item he had purchased online almost a month before. We would like to note that our policy as stated on our website, and on the confirmation emails sent when buying an item online and picking up in the store, does indicate that for pick-up, the consumer would need to bring in the “ready for piemail”, photo ID, and original method of paymentIn the event that the original purchaser would not be the person making the pick-up, then the purchaser has to select in advance that someone else will be picking up the order; at that time a mobile number or email address has to be providedSo a designated piperson would not be required to have the original form of payment, but they would have to have the email sent to them as the designated piperson and a valid ID In Mr*** case, it is our understanding that he was not sas a designated piperson and was instead the actual purchaserHe admits in his Revdex.com complaint that he only came to the store with of the required items, so the store would have been within their rights to deny a pisince the requirements were not fulfilledAccordingly, that would mean that they have nothing to apologize for if they were just applying that policySince we have explained why the form of payment was asked for, we have closed our file. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***
Complaint: ***
I am rejecting this response because: My husband and I don't feel that we were treated fairly by Sears or in a timely mannerThe customer service team was extremely rudeI lost time from work on the day that the repair man did not make it to my houseWe appreciate the gesture to extend the warranty by months but would like some money back on the purchase of this warranty as we lost time paid for work and food that we paid for in our fridge and freezer since we were without this for weeks
Sincerely,
Marisa ***
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,
Gwendolyn ***
Contact Name and Title: MELISSA ***
September 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Rhonda *** - #
Dear Ms***:
We have
completed our investigation Ms***'s complaint regarding her dissatisfaction with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms*** 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 networkWe do not take these matters lightly and we have forwarded Ms***'s concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms***'s complaint, so that future problems can be avertedUpon receiving Ms***'s complaint, Alicia with unit *** contacted our Routing Department to see if sooner service was availableShe was given a date of September 11, Alicia immediately offered September 11th to Ms***, but Ms*** decided to keep the September 15th appointment
On September 15, 2015, the technician returned to Ms***'s home and examined the washerHe found a penny and a washer lodged in the pumpAfter removing the debris from the pump, he tested the washer several times and found the unit to be operating properlyWith that said, since we have completed the repair to Ms***'s washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11103357, and find that this resolution is satisfactory to me
Sincerely,
Joseph ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr***’s complaint regarding his refrigeratorSears has processed an in warranty exchange/upgrade for
Mr*** His new *** refrigerator has been ordered and is scheduled to be delivered to his home on Monday, February 20, Moving forward, if Mr*** has any questions or concerns, I invite him to contact me as he has my email address as well as my office numberSince we have noted the exchange of Mr***’s refrigerator, we ask that this complaint be closed pending further contactWe 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 ***
August 13,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No:
Revdex.com File No: 94563834/ John ***
Via: Revdex.com Website
Dear Ms***,
This letter serves you to update you in regards to Mr***s concerns
regarding his Kitchen Remodel jobSears Home Improvement Products (SHIP) has agreed to hire a licensed electrician to inspect the wiring in the kitchen as a gesture of customer serviceThe electrician is scheduled to go out August 14, I will update you accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-222-extension 5415, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa ***
SHIP/HI Regulatory Complaint Specialist
cc: John ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction at not having the door for
her *** refrigerator replaced under her Sears Master Protection Agreement (MPA). As clarification, not all calls for service are covered by the Sears MPA service agreementThe terms and conditions are very specific on what is covered and what is notThe MPA Terms and Conditions does list coverage limitations: Section 13c states: Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature In Ms*** case she reported that she cleans her refrigerator with water and a paper towel, the owner’s manual specifically states the doors, handles and cabinet surfaces should be cleaned with a mild detergent and then wiped dry with a soft clothIt continues stating that it is best to polish the exterior once or twice a year There was an exception made for MsH*** in while she was still under the *** manufacture warranty and the refrigerator door was replacedIn another exception was made when our service technician was informed by MsH*** that she uses water and paper towels to clean her refrigeratorWe not only replaced the door due to the rust but we also ordered and gave MsH*** Stainless Steele Bright, a stainless steel appliance cleaner and polish as well as a microfiber cloth to use when cleaning the refrigerator Since we have made two concessions for MsH*** and she was instructed on the proper way to clean her refrigerator in we are unable to make a third concession It is important to take a moment to explain Stainless Steel as it applies to appliances: Stainless Steel is a slightly misleading nameA more accurate description would be Harder to Stain SteelThe largest single component of stainless steel is steelSteel will rustThe chromium in stainless steel when exposed to oxygen in the atmosphere forms a thin invisible layer called chromium oxideThis invisible layer covering the entire surface gives stainless steel its ability to resist stains and rustIf this layer is damaged rust is formed on the surface at the point of that damageThe good news is, with a little cleaning and care the chromium oxide layer is self-healingSears’s research department is having very good results with *** *** *** Soft Cleanser (not the abrasive but the grit free product) to clean and repair rusted stainless steel appliances and grillsBut it will take time and a little elbow grease to restore the refrigerator finish to its original state, depending on how pervasive the rust is Since we have explained why we are unable to honor Ms*** request to replace the refrigerator or the refrigerator door we have closed our case We apologize to MsH*** and 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 *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10987047, and find that this resolution is satisfactory to me
Sincerely,
Cathy **
July 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Devin A*** * * *** Dear Ms*** We have completed our investigation of MrA*** complaint regarding his refrigerator It is
regrettable that we failed MrA*** expectations in regard to his refrigerator and we sincerely apologize for any inconvenience we may have caused MrA*** Upon researching MrA*** concerns, we found that his refrigerator has been repaired twice since he purchased the unit on October 8, 2015; the last repair was completed on June 30, 2017. The refrigerator is no longer under the manufacturer’s warranty covering parts and labor; the sole warranty remaining is the exceptional parts warranty which covers the sealed system for five years and the compressor for ten years. While the aforementioned parts are still covered, the labor cost is not. Unfortunately, since MrA*** refrigerator is nearly two years old, a refund is not an option and since his refrigerator has not been deemed un-repairable due to a sealed system issue, he is not eligible for a replacement. At this time, since we have completed the repair of MrA*** refrigerator in accordance with the terms of his exceptional parts warranty, we have closed our file Again, we apologize to MrA*** and we appreciate the opportunity to address this matter Sincerely, M*** L*** Regulatory Complaints Specialist
January 11, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent order Unfortunately,
it appears that there was an inadvertent error made on our website that was causing the product description and pricing for a different item to be switched for this modelThe features shown are for model *** and the correct pricing for that day would have been $with the Friends and Family promotional discount applied The fact is that 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, then we attempt to email the customer as soon as possible, and either cancel the order or notify the store of pick up that these prices were errors and will not be honored If the item was never ordered because the price was showing correctly in the basket and the consumer chose not to purchase the item for the correct price, then all requests to honor the incorrect price would not be granted. In this case, the error was not discovered until nowWe have notified our site engineers and it is the process of being corrected We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With 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 ours. An 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 substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In 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“IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” In accordance then with that disclaimer and our posted policies, we are unable to honor MrLavac’s’ request to purchase item *** for the price of item ***Mr*** has been made whole by the issuance of his refundDespite this fact, we are willing to provide Mr*** with item *** (the model with the 5th burner he wanted) for the $Friends & Family price sold for the day he placed his order plus an additional 10% discount (selling price $1308.14) and free delivery if he is still in need of a range as a gesture of goodwillShould Mr*** wish to accept our offer, I may be reached via email during business hours at *** within days from the date of this letter; after that, it will be null and void In closure, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Specialist, Regulatory Complaints*** ***Email: ***Tell us why here
July 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9***- Brian ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding his dissatisfaction that dishwasher failed after
installation and the problems he encountered when scheduling a warranty exchange
It is unfortunate that we failed Mr***'s expectations when he recently purchased a dishwasherWe value Mr***'s 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
On June 30, we reached out to Mr*** and offered a warranty exchange on the dishwasherMr*** accepted the offer and we processed the exchange on the dishwasherAccording to our records, the new dishwasher was delivered on July 9, and the installation was completed on July 10, With that being said, since we have addressed the issues brought forth in Mr***'s complaint, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
May 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problems she encountered when she purchased a new
washer and dryer; and her dissatisfaction with the customer service she received
It is unfortunate that we failed Ms*** expectations when she recently purchased a new washer and dryerWe 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 customer service further
We researched and discovered that the dryer had been exchanged and it was delivered on April 22, However, Ms*** reported the next day that the replacement dryer was not workingOur technician assessed the dryer and found that the prongs on the cord were bentHe repaired the leads and the unit was operationalOur records also indicate that due to the issues Ms*** reported, on April 14, she was offered 250,reward points (equivalent to $250.00) to her Shop Your Way accountMs*** accepted the offer and used the reward points to purchase a new pedestal for her washerWe contacted Ms*** and she confirmed that the replacement dryer is workingWe apologize that the sales associate was not clear with his explanation of the required connection for the dryer; as well as the compatibility of her old pedestal with the new washerFor her inconvenience, we offered her a $refund on the purchase of her pedestalShe accepted the offer and the refund was issued in the same form of payment; 50,reward points to her Shop Your Way Rewards accountWith that being said, since we have addressed the issue brought forth in Ms*** complaint, 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
*** *** ***
August 27,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Rhys ***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his washer
we have authorized and processed a replacement
of the washer and delivery is set for September 6, Mr*** has been informed of this information and has been provided with my direct contact information if he is in need of further assistanceSince it was our understanding that this resolution met with Mr***'s approval, we have closed our file
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com
November 15, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Brad *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his dishwasher and his request for a
refund of the dishwasher and protection agreement First, we would like to apologize to Mr*** for failing his expectations in regard to his dishwasherWhile we empathize with Mr***, we are unable to honor his request for a refund of his dishwasher; the Master Protection Agreement (MPA) can be canceled and a refund issued, but the refund would be pro-rated. As to Mr*** dishwasher, he purchased the unit on June 23, 2012, over four years ago. Since Sears’ Return Policy only allows for a refund or an exchange within the first thirty days, now that more than four years have passed, we feel that Mr*** request for a refund is unreasonable As to Mr*** claiming that he qualified for a replacement in 2015, we reviewed his service history and found the following. On January 2, 2015, under service order 41932856, a Sears technician completed a maintenance check, which is not a qualifying repair. Under service order 42092470, completed June 19, 2015, the technician installed an interface. On July 7, 2015, under service order 42178972, a new control board was installed. The last service call completed in was not a dishwasher repair; the technician advised Mr*** that his drain hose needed to be looped. In 2015, Mr*** had two qualifying repairs Although we understand that Mr*** is frustrated and feels that his dishwasher has failed too soon, 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 “four (4) or more separate product failures 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 fourth (4th) product failure…” As we stated previously, Mr*** has only had one qualifying repair in 2016, and two qualifying repairs in 2015. Since we have explained why neither a refund nor a replacement is currently an option for Mr***, and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
November 29,
Revdex.com
Attn: Nita *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** Via email: m***@sbcglobal.net
Via email: n***@chicago.Revdex.com.org
Dear Ms***,
This letter serves as response to Ms*** rebuttal letter dated 11/1/regarding the hvac concernsThe only directive action we are able to provide is that we will inspect the unit when the weather becomes warmer as we are unable to determine the problem with the hvac unit due to the cold weather at this timeA safe outside weather temperature for running an air conditioner is well above degrees FahrenheitPlease be advised this is highly recommended by all air conditioning manufacturers and hvac professionals
As stated in my previous letter, I have set a calendar reminder to re-open the file around April-May If it becomes warmer sooner than April, the customer may contact me or the service department to reopen the file and schedule the serviceI sincerely apologize that we can’t do more immediately but the weather is simply not what it needs to beThe service department is 1-800-222-The customer can also contact our administrative assistant at [email protected], we deeply apologize for any delays or inconveniences this may have caused the customer
At this time, our file will remain closed until the weather becomes warmer in the customer’s areaIf you have any questions or concerns, please contact me at 800-222-x ***, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa *** SHIP/HI Regulatory Complaint Specialist
cc: Leslie ***
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her laundry center and her request for a
replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her laundry center On July 25, 2016, our office was notified by the service unit that a replacement has been authorized for Ms*** for customer satisfaction. Based upon the features of Ms*** current laundry center, it was determined that $1,would provide her with a comparable replacement under her Repair Protection Agreement (RPA. Ms*** is welcome to go to her local Sears today to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, (*** *** to verify the replacement authorization. The new laundry center will be delivered at no charge and the old unit removed. The remaining RPA coverage will transfer to the new laundry center and run concurrently with the manufacturer’s warranty until it’s expiration on May 19, However, the manufacturer’s warranty will continue to run a full year from the date of delivery. With that said, since we are providing Ms*** with a replacement laundry center, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: I spoke with the agent directly and they are not willing to budge
Sincerely,
Samuel ***
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
HiI didn't realize I was supposed to respond to an email about the response from sears and I just received another email saying the case closed and it will say resolved but I am dissatisfied. I would please like to change that to say that I am satisfied because I was very happy with the way it was resolvedI want to thank you also for all your help as well because you are the reason it was resolvedThank you Cami
Sincerely,
Cami D***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have not fully completed the investigation of Mr*** rebuttal regarding Sears Home Services and repairs to his home air conditioning systemOn Tuesday, June 7, 2016, Sears Home Improvement Products installed a new system at Mr*** homeThere is a concern with the unit and our local project manager is actively working with our local distributor to secure a replacement unitWe will provide an additional update once the issue has been resolved to Mr*** satisfaction We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ***
*** *** *** Sears Holdings Corporation ***
June 30, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction at being asked to provide his
original form of payment when he went to piin the store an item he had purchased online almost a month before. We would like to note that our policy as stated on our website, and on the confirmation emails sent when buying an item online and picking up in the store, does indicate that for pick-up, the consumer would need to bring in the “ready for piemail”, photo ID, and original method of paymentIn the event that the original purchaser would not be the person making the pick-up, then the purchaser has to select in advance that someone else will be picking up the order; at that time a mobile number or email address has to be providedSo a designated piperson would not be required to have the original form of payment, but they would have to have the email sent to them as the designated piperson and a valid ID In Mr*** case, it is our understanding that he was not sas a designated piperson and was instead the actual purchaserHe admits in his Revdex.com complaint that he only came to the store with of the required items, so the store would have been within their rights to deny a pisince the requirements were not fulfilledAccordingly, that would mean that they have nothing to apologize for if they were just applying that policySince we have explained why the form of payment was asked for, we have closed our file. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***