July 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator and her request to have
the unit replaced under her Master Protection Agreement (MPA) Upon receipt of Ms*** complaint, we reviewed her service history to determine whether she qualifies for a replacement refrigeratorOur records show that Ms* *** purchased the Master Protection Agreement (MPA) on July 3, 2014. Within the last year and since purchasing the agreement, Ms* *** has had two qualifying repairs completed. On June 3, 2016, under service order *** a compressor and drier were installed. Under service order *** (completed June 30, 2016), the condenser line was repaired and a drier assembly installed. After installing the part, the technician tested the refrigerator and found that the temperature had dropped plus degrees While we understand that Ms* *** is frustrated and feels that her refrigerator 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, Ms*** refrigerator has only had two qualifying repairs to date. As to Ms*** request for further food loss compensation; she has been provided with the maximum reimbursement - $250.00. With that said, for customer satisfaction, we have submitted a check request for an additional $in food loss. The check should be received in the next two weeks. Lastly, our records show that $in Shop Your Way Reward points was issued on June 4, 2016, by our customer service group, Customer Solutions, to assist with the purchase of a small refrigerator. In summary, since we have explained why a replacement is currently not an option for Ms***, and documented her concerns with the repair process, we ask that this matter be closed We apologize to Ms* *** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
February 27, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a *** *** *** ** (WNLI) agreement
Each step of the WNLI process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. Ms*** accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to WNLIOption 3: buy it out for $XXX.” WNLI has confirmed that Ms*** was also provided with a copy of this agreement via emailWe want to make it clear that WNLI is a separate entity and Ms***’s agreement is with themWe spoke with them and they indicated that Ms*** had agreed to pay a reduced sum in order to closeout her leaseRegardless, we cannot interfere; she will need to contact WNLI with any further questions regarding her leaseIn light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
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,
*** ***
October 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with a
recent online chat experience It is unfortunate that we failed Mr*** expectations when he recently chatted with a sears.com agentWe value his patronage and can understand his frustration with the events he detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for review. We feel it is also important to clarify that the Sears website provides the following definition for new versus reconditioned items: New: Product can be still in a box or new product out of a box that was returnedProduct has never been installed in a customer’s home and may have some cosmetic damageNew product warranty still applies Reconditioned: Product is a classification for all product other than new in a boxThis may include returned product that has been checked out and repaired, floor models or product out of its original boxAny of these items may be missing manuals or other accessoriesAll of these factors play into the level of discount the product is offered atReconditioned: New product that was returned, has been tested and repaired if necessary, to meet 'like new' mechanical specificationsProduct may have some cosmetic damageNew product warranty still applies and you will note that all Sears Outlet products then become Sears Outlet Certified At this time, we can only suggest that our agent was referring to the latter portion of the reconditioned description or making a direct reference to the actual condition or reason the specific oven Mr*** was interested in purchasing was listed as reconditioned, since this information is typically available to our agents and store personnel. We apologize if the chat session Mr*** engaged in failed to meet his expectations, and we do compile feedback such as his so that we may improve our online services. Since we have noted Mr*** comments and no further resolution is justified in response to this issue, 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 *** *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the Sears corporation due to the explanation that was given in the response statementAnd also, that a full refund is being given
January 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order and
non-receipt of the item she ordered *** *** Operations Manager for Kmart Unit *** provided the following response: After researching the complaint filed, we contacted *** *** to address her concerns*** *** was dissatisfied with the process of funds being held prior to receiving the merchandise orderedAdditionally, the money was not released as soon as the order was cancelledWe apologized again for any inconvenience she experienced with this order*** *** was able to confirm that she did receive the refundWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted her concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** *** *** Sears Holdings Corporation
August 7,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Haru ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her dissatisfaction with the refrigerator failed
sooner than she expected due to the fact that it was damaged within the door lining
We apologize that Ms***'s refrigerator failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially if the damage is not externally visible
Our records indicate that on July 22, Nancy ***, Case Management Specialist, spoke with Ms*** regarding her concerns with the damaged doorFor customer satisfaction, Ms*** offered to exchange the refrigerator and Ms*** accepted the offerShe selected a different model and it was delivered on August 5, With that being said, since the exchange on the refrigerator is a resolution that met with Ms***'s approval, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
Complaint: ***
I am rejecting this response because: Cut lawn for fall clewith problems with tractor 2.) decided to change oil Phoned Sears inquiring about how much new oil should be placed in tractor Never received an answer after going to a Sears store and talking with three representatives including the help line 3.) Asked for a different representative to look at the tracto for a different opinion Another representative was nevwr sent
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,
Pengyi **
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Deon *** Dear Ms***: We have completed our investigation of Ms*** complaint We would first like to point out that HomeSure Services, Inc
is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cross Country Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms*** contract CCHS informed us that they have cancelled the warranty and refunded Ms*** $that went back on her credit cardSince Ms***’s warranty was cancelled and she has been refunded we have closed this case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
Complaint: ***
I am rejecting this response because: Sears did absolutely nothing to rectify the matter. They put everything on *** and only offered a return of the dangerous product. Ms*** was smug, rude and arrogant. Yes a *** representative offered a resolution but I was seeking an apology and restitution from Sears as well. At least take that product off the market. Sears is so big they feel they don't have to do anything for customer satisfaction. Offering to return my money and leave me without a refrigeration is not customer satisfaction. Ms*** is an awful representative of Sears!
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I have contacted *** before I contacted searsThey cannot help me as I no longer have my manualThis it an item kmart and sears sell and it is complete junkI purchsed not one but tww of them and they both are crapI expect sears/kmart to do their due diligenece and help resolve this.
Sincerely,
Latres ***
August 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** ** *** Dear Ms*** We have completed the investigation of MsI*** complaint
regarding her refrigerator When we received this complaint, the needed part was found locally and we arranged for immediate serviceOnce the repair was done, we felt that this issue had been resolved, but now the functionality is faltering againAlthough a refund is not possible according to our return policy and it is not a provision that is mad under the terms of her service contract, we have arranged for MsI*** to receive a comparable replacement as a courtesyWe also offered to send her a check for $towards the cost of ice and purchase an additional months of coverage for the refrigerator on her behalfFinally, MsI*** was also provided with the website address for filing a food loss claimWe are sending the check now and it should arrive within business days and she should also receive a certificate for the additional coverage in the mail within 4-weeksAt this time, all that is left is for MsI*** to select a new refrigeratorIn light of the aforementioned information, we have closed our fileWe apologize to MsI*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S***
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his microwave repair On February 21,
2017, a Sears technician examined Mr*** microwave and ordered a fan motor, magnetron and a control panel. When the technician returned on March 2, 2017, to install the parts, he was unable to find any parking on the street. The technician returned twice to Mr*** home, but he could not find a parking space and Mr*** did not make room for his truck in his driveway, which he did during the initial service call on February 21st. *** *** with *** spoke with Mrand Mrs*** and they stated that they do not intend to make any accommodations for the technician, so parking will continue to be an issue. Furthermore, Mrs*** stated that she did not wish to schedule any further service. It is our understanding that another service provider will be used. With that said, since Mr*** carries a Basic Protection Agreement (BPA) on his microwave, he should call our Protection Agreement office to cancel the coverage; a pro-rated refund would be provided based upon the remaining months of coverage. He is welcome to call the office at (*** *** during business hours. In the interim, since further service has been declined, we ask that this matter be closed We apologize to Mr*** we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
June 22, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the multiple repairs to his refrigerator and
his request for a replacement.We would first like to note that most of the repairs provided were under the manufacturer’s warranty because Mr*** did not have any service contract running concurrent with the warrantyUnder the warranty, there is no stipulation on the amount of repairs; the language referenced about needing or repairs relates to our Master Protection Agreement (MPA) that has a “no lemon guarantee” clause that states if we complete repairs and determine on a 4th service order, all within a month period, that a functional failure has occurred that requires repair, then a replacement would be authorizedMr*** did not have an MPA so this did not apply.Mr*** warranty expired on December 27, Because he had had an ongoing issue with the ice maker in the refrigerator, our executive level customer support group, gave him a Repair Protection Agreement (RPA) for months to provide him with some sort of coverage after the warranty expiredThe RPA does not have a cap on the amount of repairs but it does cover both labor and partsWe only did one repair in February under the RPA and it appeared to possibly address an underlying issue that might have been the contributing factor to the repeated failure of the ice makerThe RPA is set to expire on June 27th, and Mr*** has not called in since then for any further repairsWhile we have no obligation to provide any additional accommodations, as a courtesy we have given Mr*** a full, one-year MPA rather than an RPA, and it will take effect when the RPA expires and run until June 27, This had a retail value of $but we provided it to Mr*** at no costHis prior repairs will not count towards the “no lemon guarantee” since the contract was not in effect when they occurredHowever, it will count on any future repairs within that months of coverageSo while Mr*** did not qualify for a replacement, we did provide an equitable, alternative resolution for his issue and have therefore, 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 ComplaintsDirect Line: ***Email: ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** - Amy L Mc *** Dear Ms***: We have not fully completed our investigation of MsMc ***’s complaint regarding her refrigerator We apologize
for the delay in responding to this complaintMsMc *** confirmed that her refrigerator has not been serviced by a Sears authorized repair technicianWe are currently setting service for a Sears’s service technician to run a full diagnostic on her refrigerator at no cost to MsMc*** for customer satisfaction reasonsOnce we have received the service report we will then determine our next actionsMsMc *** has my direct contact information and is in agreement with this action With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If MsMc ***’s issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@searshc.com
May 31, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and non-receipt of a refund for a water filter he ordered from the sears.com website It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review. As a result of this action, we revealed that Mr*** order was placed with a Marketplace seller hosted on the Sears website. Since Sears does not control the time-frame in which Marketplace sellers operate, we can suggest only that Mr*** select the “Sears Only” tab shown at the top of the results page if he would like to limit his future selections to items from Sears alone With that having been said, our records show that Mr*** returned his order to the seller on May 20, 2016, and his refund was approved by the seller. However, we have not received notification from the seller or Mr*** to confirm whether he has received the appropriate refund. Mr*** may contact Regulatory Complaint Specialist *** *** ** *** *** *f he has not yet received a refund from the Marketplace seller or if he has any further questions about this issue. Until we have the opportunity to speak with Mr*** we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed pending Mr*** response, since we have noted his comments We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
October 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** ***
***, We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and failure to provide the glider with ottoman she purchased from sears.com It is unfortunate that we failed Ms*** expectations when she recently placed an order on sears.com for pick up at SearsWe value Ms*** patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Ms*** was contacted by her local Sears store management on October 15, 2016, and she agreed to return to the store to pick up her refund that day. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us an opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
Contact Name and Title: *** ***
April 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** *** * * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his washer
and his request to have the unit replaced under his Master Protection Agreement (MPA)
Upon receipt of Mr*** complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that Mr*** purchased the Master Protection Agreement (MPA) on March 3, Since the MPA went into effect, Mr*** has had two service calls completed with parts replaced under service orders *** (completed April 15, 2015) and *** (completed April 24, 2015)While we understand Mr*** is frustrated, a replacement is based upon the number of qualifying service orders completed; in this case, he has had twoAccording 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(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." As we stated previously, Mr*** washer has only had two qualifying repairs to dateSince we have explained why a replacement is currently not an option for Mr*** and completed the repair to his washer, we ask that this matter be closed
We apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
July 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator and her request to have
the unit replaced under her Master Protection Agreement (MPA) Upon receipt of Ms*** complaint, we reviewed her service history to determine whether she qualifies for a replacement refrigeratorOur records show that Ms* *** purchased the Master Protection Agreement (MPA) on July 3, 2014. Within the last year and since purchasing the agreement, Ms* *** has had two qualifying repairs completed. On June 3, 2016, under service order *** a compressor and drier were installed. Under service order *** (completed June 30, 2016), the condenser line was repaired and a drier assembly installed. After installing the part, the technician tested the refrigerator and found that the temperature had dropped plus degrees While we understand that Ms* *** is frustrated and feels that her refrigerator 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, Ms*** refrigerator has only had two qualifying repairs to date. As to Ms*** request for further food loss compensation; she has been provided with the maximum reimbursement - $250.00. With that said, for customer satisfaction, we have submitted a check request for an additional $in food loss. The check should be received in the next two weeks. Lastly, our records show that $in Shop Your Way Reward points was issued on June 4, 2016, by our customer service group, Customer Solutions, to assist with the purchase of a small refrigerator. In summary, since we have explained why a replacement is currently not an option for Ms***, and documented her concerns with the repair process, we ask that this matter be closed We apologize to Ms* *** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
February 27, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a *** *** *** ** (WNLI) agreement
Each step of the WNLI process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. Ms*** accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to WNLIOption 3: buy it out for $XXX.” WNLI has confirmed that Ms*** was also provided with a copy of this agreement via emailWe want to make it clear that WNLI is a separate entity and Ms***’s agreement is with themWe spoke with them and they indicated that Ms*** had agreed to pay a reduced sum in order to closeout her leaseRegardless, we cannot interfere; she will need to contact WNLI with any further questions regarding her leaseIn light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
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,
*** ***
October 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with a
recent online chat experience It is unfortunate that we failed Mr*** expectations when he recently chatted with a sears.com agentWe value his patronage and can understand his frustration with the events he detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for review. We feel it is also important to clarify that the Sears website provides the following definition for new versus reconditioned items: New: Product can be still in a box or new product out of a box that was returnedProduct has never been installed in a customer’s home and may have some cosmetic damageNew product warranty still applies Reconditioned: Product is a classification for all product other than new in a boxThis may include returned product that has been checked out and repaired, floor models or product out of its original boxAny of these items may be missing manuals or other accessoriesAll of these factors play into the level of discount the product is offered atReconditioned: New product that was returned, has been tested and repaired if necessary, to meet 'like new' mechanical specificationsProduct may have some cosmetic damageNew product warranty still applies and you will note that all Sears Outlet products then become Sears Outlet Certified At this time, we can only suggest that our agent was referring to the latter portion of the reconditioned description or making a direct reference to the actual condition or reason the specific oven Mr*** was interested in purchasing was listed as reconditioned, since this information is typically available to our agents and store personnel. We apologize if the chat session Mr*** engaged in failed to meet his expectations, and we do compile feedback such as his so that we may improve our online services. Since we have noted Mr*** comments and no further resolution is justified in response to this issue, 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 *** *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the Sears corporation due to the explanation that was given in the response statementAnd also, that a full refund is being given
January 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order and
non-receipt of the item she ordered *** *** Operations Manager for Kmart Unit *** provided the following response: After researching the complaint filed, we contacted *** *** to address her concerns*** *** was dissatisfied with the process of funds being held prior to receiving the merchandise orderedAdditionally, the money was not released as soon as the order was cancelledWe apologized again for any inconvenience she experienced with this order*** *** was able to confirm that she did receive the refundWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted her concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** *** *** Sears Holdings Corporation
August 7,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Haru ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her dissatisfaction with the refrigerator failed
sooner than she expected due to the fact that it was damaged within the door lining
We apologize that Ms***'s refrigerator failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially if the damage is not externally visible
Our records indicate that on July 22, Nancy ***, Case Management Specialist, spoke with Ms*** regarding her concerns with the damaged doorFor customer satisfaction, Ms*** offered to exchange the refrigerator and Ms*** accepted the offerShe selected a different model and it was delivered on August 5, With that being said, since the exchange on the refrigerator is a resolution that met with Ms***'s approval, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
Complaint: ***
I am rejecting this response because: Cut lawn for fall clewith problems with tractor 2.) decided to change oil Phoned Sears inquiring about how much new oil should be placed in tractor Never received an answer after going to a Sears store and talking with three representatives including the help line 3.) Asked for a different representative to look at the tracto for a different opinion Another representative was nevwr sent
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,
Pengyi **
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Deon *** Dear Ms***: We have completed our investigation of Ms*** complaint We would first like to point out that HomeSure Services, Inc
is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cross Country Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms*** contract CCHS informed us that they have cancelled the warranty and refunded Ms*** $that went back on her credit cardSince Ms***’s warranty was cancelled and she has been refunded we have closed this case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
Complaint: ***
I am rejecting this response because: Sears did absolutely nothing to rectify the matter. They put everything on *** and only offered a return of the dangerous product. Ms*** was smug, rude and arrogant. Yes a *** representative offered a resolution but I was seeking an apology and restitution from Sears as well. At least take that product off the market. Sears is so big they feel they don't have to do anything for customer satisfaction. Offering to return my money and leave me without a refrigeration is not customer satisfaction. Ms*** is an awful representative of Sears!
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I have contacted *** before I contacted searsThey cannot help me as I no longer have my manualThis it an item kmart and sears sell and it is complete junkI purchsed not one but tww of them and they both are crapI expect sears/kmart to do their due diligenece and help resolve this.
Sincerely,
Latres ***
August 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** ** *** Dear Ms*** We have completed the investigation of MsI*** complaint
regarding her refrigerator When we received this complaint, the needed part was found locally and we arranged for immediate serviceOnce the repair was done, we felt that this issue had been resolved, but now the functionality is faltering againAlthough a refund is not possible according to our return policy and it is not a provision that is mad under the terms of her service contract, we have arranged for MsI*** to receive a comparable replacement as a courtesyWe also offered to send her a check for $towards the cost of ice and purchase an additional months of coverage for the refrigerator on her behalfFinally, MsI*** was also provided with the website address for filing a food loss claimWe are sending the check now and it should arrive within business days and she should also receive a certificate for the additional coverage in the mail within 4-weeksAt this time, all that is left is for MsI*** to select a new refrigeratorIn light of the aforementioned information, we have closed our fileWe apologize to MsI*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S***
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his microwave repair On February 21,
2017, a Sears technician examined Mr*** microwave and ordered a fan motor, magnetron and a control panel. When the technician returned on March 2, 2017, to install the parts, he was unable to find any parking on the street. The technician returned twice to Mr*** home, but he could not find a parking space and Mr*** did not make room for his truck in his driveway, which he did during the initial service call on February 21st. *** *** with *** spoke with Mrand Mrs*** and they stated that they do not intend to make any accommodations for the technician, so parking will continue to be an issue. Furthermore, Mrs*** stated that she did not wish to schedule any further service. It is our understanding that another service provider will be used. With that said, since Mr*** carries a Basic Protection Agreement (BPA) on his microwave, he should call our Protection Agreement office to cancel the coverage; a pro-rated refund would be provided based upon the remaining months of coverage. He is welcome to call the office at (*** *** during business hours. In the interim, since further service has been declined, we ask that this matter be closed We apologize to Mr*** we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
June 22, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the multiple repairs to his refrigerator and
his request for a replacement.We would first like to note that most of the repairs provided were under the manufacturer’s warranty because Mr*** did not have any service contract running concurrent with the warrantyUnder the warranty, there is no stipulation on the amount of repairs; the language referenced about needing or repairs relates to our Master Protection Agreement (MPA) that has a “no lemon guarantee” clause that states if we complete repairs and determine on a 4th service order, all within a month period, that a functional failure has occurred that requires repair, then a replacement would be authorizedMr*** did not have an MPA so this did not apply.Mr*** warranty expired on December 27, Because he had had an ongoing issue with the ice maker in the refrigerator, our executive level customer support group, gave him a Repair Protection Agreement (RPA) for months to provide him with some sort of coverage after the warranty expiredThe RPA does not have a cap on the amount of repairs but it does cover both labor and partsWe only did one repair in February under the RPA and it appeared to possibly address an underlying issue that might have been the contributing factor to the repeated failure of the ice makerThe RPA is set to expire on June 27th, and Mr*** has not called in since then for any further repairsWhile we have no obligation to provide any additional accommodations, as a courtesy we have given Mr*** a full, one-year MPA rather than an RPA, and it will take effect when the RPA expires and run until June 27, This had a retail value of $but we provided it to Mr*** at no costHis prior repairs will not count towards the “no lemon guarantee” since the contract was not in effect when they occurredHowever, it will count on any future repairs within that months of coverageSo while Mr*** did not qualify for a replacement, we did provide an equitable, alternative resolution for his issue and have therefore, 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 ComplaintsDirect Line: ***Email: ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** - Amy L Mc *** Dear Ms***: We have not fully completed our investigation of MsMc ***’s complaint regarding her refrigerator We apologize
for the delay in responding to this complaintMsMc *** confirmed that her refrigerator has not been serviced by a Sears authorized repair technicianWe are currently setting service for a Sears’s service technician to run a full diagnostic on her refrigerator at no cost to MsMc*** for customer satisfaction reasonsOnce we have received the service report we will then determine our next actionsMsMc *** has my direct contact information and is in agreement with this action With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If MsMc ***’s issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
The refrigerator was repaired on 10/
May 31, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and non-receipt of a refund for a water filter he ordered from the sears.com website It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review. As a result of this action, we revealed that Mr*** order was placed with a Marketplace seller hosted on the Sears website. Since Sears does not control the time-frame in which Marketplace sellers operate, we can suggest only that Mr*** select the “Sears Only” tab shown at the top of the results page if he would like to limit his future selections to items from Sears alone With that having been said, our records show that Mr*** returned his order to the seller on May 20, 2016, and his refund was approved by the seller. However, we have not received notification from the seller or Mr*** to confirm whether he has received the appropriate refund. Mr*** may contact Regulatory Complaint Specialist *** *** ** *** *** *f he has not yet received a refund from the Marketplace seller or if he has any further questions about this issue. Until we have the opportunity to speak with Mr*** we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed pending Mr*** response, since we have noted his comments We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
October 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** ***
***, We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and failure to provide the glider with ottoman she purchased from sears.com It is unfortunate that we failed Ms*** expectations when she recently placed an order on sears.com for pick up at SearsWe value Ms*** patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Ms*** was contacted by her local Sears store management on October 15, 2016, and she agreed to return to the store to pick up her refund that day. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us an opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
Contact Name and Title: *** ***
April 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** *** * * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his washer
and his request to have the unit replaced under his Master Protection Agreement (MPA)
Upon receipt of Mr*** complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that Mr*** purchased the Master Protection Agreement (MPA) on March 3, Since the MPA went into effect, Mr*** has had two service calls completed with parts replaced under service orders *** (completed April 15, 2015) and *** (completed April 24, 2015)While we understand Mr*** is frustrated, a replacement is based upon the number of qualifying service orders completed; in this case, he has had twoAccording 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(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." As we stated previously, Mr*** washer has only had two qualifying repairs to dateSince we have explained why a replacement is currently not an option for Mr*** and completed the repair to his washer, we ask that this matter be closed
We apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist