(The consumer indicated he/she ACCEPTED the response from the business.)
They came out on the date they said they would come out and completed all the required repairsI walked around the house with the contractor and verified that everything was completed to my satisfaction
June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding a recent promotion and a watch he was given as
a VIP Shop Your Way Rewards member We contacted Mr*** regarding the promotional offer he mentionedIt seems there was a system error and the points were not added as they should have beenThis has since been rectifiedAs far as the watch is concerned, we are currently working out a solution that we feel Mr*** will be pleased withHe should be contacted within the next two weeksWe sincerely apologize for any inconvenience Mr *** may have experienced as a result of this issueWe appreciate his patronage and his patienceIn light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I have accepted the resolution offered by Sears but the above statement by Mr *** is incorrectThe original mower purchased in was purchased at the Sears Hometown StoreI have never been treated so poorly by a corporation or a locally owned storeThis will be the last time I do business with either
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, although they were not going to take any action like this until they were contacted by youThank you for your help on solving thisI still hate sears.
Sincerely,
*** ***
February 7,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the quality of the ** ran**
that she recently purchased and her request for an exchan**
We apologize that Ms*** ran** failed to meet her expectations of qualityThe 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 when the item is newAccording to our records, Ms*** contacted our customer solutions team and the exchan** was processed on January 19, Ms*** selected an ** model and it was delivered on January 28, With that being said, since we have provided Ms*** with her requested resolution, 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 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** * * *** Dear MsV*** We have completed our investigation of MsC*** complaint regarding her
refrigerator repair and her request for a replacement Upon receiving MsC*** complaint, we contacted the local service unit for assistance. District Service Manager Jeff M*** responded that MsC*** is refusing further repairs. While we empathize with MsC***, we would like to point out that the warranty that remains on her refrigerator only provides for the repair of the sealed system or the replacement of the compressor; it does not state that a replacement will be provided. However, in the event that we determine that her refrigerator cannot be repaired, a comparable refrigerator may be offered. Unfortunately, MsC*** refusal of service leaves her with an inoperable refrigerator. If MsC*** would like to reconsider the repair of her refrigerator, we ask that she call to schedule service. In the interim, we have closed our file We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
June 27,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return the lawn mower after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsSince Ms*** mentioned that she ordered the lawn mower online, we would like to note that we provide a link to review the full return policy right below the description of the lawn mowerWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”Since Ms*** purchased the mower on May 7, 2016, and picked it up on May 11, and then attempted to return it on June 15, she was clearly over the 30-day “hassle-free” return period
However, after the Sears hassle-free 30-day return/exchange period has expired, the lawn mower is covered by the manufacturer’s warranty for parts and laborAccording to our records, the lawn mower has been shipped off for warranty repairIf the technician deems the unit non-repairable, then we would offer an exchange under the manufacturer’s warrantyIn the interim, since we have addressed the issue brought forth in Ms*** complaint, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr***s complaint regarding
a recent purchase As clarification, signs were hanging from the ceiling and they are posted at each register noting that all sales are finalThis is also stamped on receipts as wellThe dog food at that time had already been discounted 30%We apologize for what occurred when Mr*** transported the dog food to his vehicle, but as we said, all sales were final and this was made adequately clearThat said, Mr*** was provided with $worth of Shop Your Way Rewards points in connection with this issue as a courtesy on February 9, In light of the aforementioned information, we have closed our file Again, 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, *** *** Regulatory Complaint Specialist ***
July 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945***-Wendy ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her oven
Ms*** was provided with a
replacement oven on July 10, Accordingly, we respectfully ask that this matter be considered closed
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,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) ***
Tammie.***@searshc.com
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Luis M ***#*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services and repairs to his washerMr***’s washer
has been approved for replacementAll Mr*** needs to do is go to his local Sears store and advise his sales associate that his washer has been approved for replacementThe sales associate will assist by processing the exchangeSears will cover the delivery of the new washer and haul away of the old unitSince we have approved Mr***’s washer for replacement, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
June 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** compliant regarding his recent auto repair visit
Auto Center Manager *** *** provided the following response: We want to note that our website, which is where Mr*** indicated he booked his appointment, states that the each type of oil change starts at a certain priceFor instance, the full synthetic oil change service says “starting at $69.99.” Below the description (*** full synthetic oil change) there is a question mark and when you click on it, it says “you’ll receive a new oil filter and up to quarts of oil” and then “up to quarts of oil.” It also says “most vehicles.” Additionally, there is also an asterisk next to the price; when you look at the footnote indicated for this, it says: “prices are subject to change based on in-store evaluation.” Mr*** has a *** *** branded car, which is considered a luxury automobile, and the filter is not standard; the cost is $ Furthermore, his vehicle requires quarts of oil according to *** ***’s specifications rather than and only fully synthetic oil is acceptableIf Mr*** has owned his vehicle for any length of time, we feel he is aware that the oil change for his type of vehicle typically costs well over $and in some cases, close to $200.00, if OEM oil and parts are used. However, as we noted above, the website makes it clear when scheduling an oil change that the service could cost more depending on the vehicle and we did advise him of the increased cost before the work was done according to our recordsAs far as the delay is concerned, we sincerely apologize; there are times when our volume exceeds what we had planned for unexpectedlyIt is unusual that it would happen to a consumer three timesThis is why we offered to waive the cost of the oil change as a courtesyHowever, this offer was only for the base cost of a standard oil changeMr*** would still have been responsible for the price difference between a conventional oil change and a synthetic ($40.00) as well as the $for the premium oil filter and the charge for the quarts of oil (35.70) his car needed beyond the standard quarts required for most vehiclesTax would have been charged on these items and as the site notes, a “$shop fee applies.” We apologize if this was unclear to Mr***That said, we find that the site set out the terms for pricing and service sufficientlyShould Mr*** have any questions, he may contact me *** during business hours at *** *** Again, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
July 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** * ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the performance of her washer
and her request to exchange both the washer and dryer after our day return period
As clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyOur return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a large appliance purchase
According to our records, Ms*** made her purchase on March 6, 2016, and did not contact us until May 23, to report that she was dissatisfied with the performance of the washer; she was clearly over the 30-day “hassle-free” return periodOur tech support team provided Ms*** some suggestions on the usage of the washerOn June 6, Ms*** called again and service was scheduled for a technician to assess the washerOur technician determined that the unit was working as designedOn June 10, Ms*** contacted our Customer Solutions team regarding her dissatisfaction with the washerAn exception was made by Customer Solutions due to the issues and she was offered an exchange on the washer with a 15% restocking feeAt that time, Ms*** declined the offer but she called again on June 28, to accept the offerThe notes indicate that Ms*** mentioned that she wanted to research before she found the item she wants to have in her homeThe next several days Ms*** continued to call and requested that we exchange the dryer in order to have a matching setMs*** was reminded that an exception was made and the offer was for the exchange of the washer only, not the dryerMs*** called again on July 9, with her selection and agreed to the exchange the washerThe exchange was processed and the washer was delivered on July 12, As far as Ms*** request for an exchange of her dryer is concerned, we did not find that this was warrantedAs this decision is commensurate to the circumstances, 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
*** *** ***
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,
Ron N***
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her
water heater As clarification, Ms*** water heater was damaged due to a plumbing issueWe have pictures of the setup and it is clear that a leaking pipe caused water accumulation on the unit and an electrical short was the result Ms*** manufacturer’s warranty only covers “defects in materials or workmanship.” It also says “we will not pay for service calls to correct appliance installation not performed by Sears authorized service agents or to repair problems with house fuses, circuit breakers, house wiring, and plumbing or gas supply systems resulting from installation.” Furthermore, the Repair Protection Agreement (RPA) Ms*** purchased excludes installation or plumbing issues; the coverage applies to the unit itself and to any functional problems with the item Any plumbing issues related to the leaking pipe would be her responsibility to rectify and at her own expense Ms*** says she was not advised of the full terms of the RPAHowever, consumers are mailed a copy of the full terms of the RPA and if the consumer finds the terms unacceptable after review, they may cancel their coverage within days to receive a full refundIf Ms*** failed to receive a copy of those terms for some reason, it was her responsibility to call and ask for one At this point in time, Ms*** options are this: 1. If the water heater is repairable, we can provide her with an estimate and she will be given a 25% discount since she the RPA provides that benefit for uncovered repairs2. She may cancel her RPA, receive a full refund for that coverage and purchase a replacement water heater at her own expense We would be willing to provide her with a 10% discount off of a new water heater purchased from Sears Ms*** may contact me during business hours at *** In 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 *** *** ***
January 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** * ** & *** * ** located at *** *** *** *** ** ***, Email: *** and telephone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that the seller *** * ** issued a refund on December 27, 2016, under return receipt number *** In closure, since a refund has been provided and this decision is in accordance to our posted terms and conditions, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Contact Name and Title: MELISSA ***October 5, 2015Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Allan *** - # 94568798Dear Ms***:We have completed our investigation Mr***'s rebuttal to our previous response.Although a follrepair was scheduled for Mr***'s refrigerator, the appointment was canceled and on October 4, 2015, Mr*** was approved for an in-warranty exchangePer the authorization, Mr*** can use $2,towards a new refrigerator from SearsIt is our understanding that the local Sears store has reached out to Mr*** and will assist him with the selection of a new refrigeratorWith that said, since we have authorized Mr*** for an in-warranty exchange, and documented his concerns with the repair process, we ask to have this matter closed.Again, we apologize to Mr*** and we appreciate the opportunity to address this matterSincerely,Melissa ***Regulatory Complaints Specialist
September 12,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94567024-Martin ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding the pricing of some items he wished to purchase
According to our records, Mr*** spoke with an employee from our customer support line and they offered to send him a $gift card on August 20, 2015, which he acceptedWe would like to assure Mr*** that we endeavor to make our pricing accurate and clearHowever, it is always possible that there will be an instance of human error, which may be what occurred hereShould Mr*** wish to discuss the matter further, he may contact Store Manager Francisco *** during business hours at (323) ***In light of the aforementioned information, we respectfully ask that this matter be considered closed
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,
Tammie ***
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,
Judith ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Monika *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Garage SolutionsRhonda Harris, Sears Garage Solutions Support Specialist provided the following response: As we stated in our previous correspondence, I have been in contact with Ms*** and we have agreed to reimburse her for services provided by another companyMs*** will be faxing me a copy of the work order from the service provider, we will then fax a settlement agreement to her and once it has been signed and received, a check will be processed and mailedIt is important to note that typically a consumer can expect to receive a check within days of processingMs*** can reach me at 740/201-or via email at [email protected] is important to note that this reimbursement is a one-time gesture of good customer serviceAdditionally, since the garage door is not covered by any warranty, Ms*** is free to use any service provider of her choice moving forwardSince it is my understanding that Ms*** is satisfied with the aforementioned resolution to her concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Clyde *** Dear Ms***: We have completed our investigation of Mr***’s complaint regarding the service on his vacuum cleaner After reviewing the
service history and discussing the issue with Mr***, we authorized him for a replacement of the vacuum cleaner under the terms of his Master Protection Agreement (MPA)He has been provided with the necessary information to select a new vacuum cleaner, and he has my direct contact information in the event that he requires further assistanceAt this time, since 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 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.)
They came out on the date they said they would come out and completed all the required repairsI walked around the house with the contractor and verified that everything was completed to my satisfaction
June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding a recent promotion and a watch he was given as
a VIP Shop Your Way Rewards member We contacted Mr*** regarding the promotional offer he mentionedIt seems there was a system error and the points were not added as they should have beenThis has since been rectifiedAs far as the watch is concerned, we are currently working out a solution that we feel Mr*** will be pleased withHe should be contacted within the next two weeksWe sincerely apologize for any inconvenience Mr *** may have experienced as a result of this issueWe appreciate his patronage and his patienceIn light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I have accepted the resolution offered by Sears but the above statement by Mr *** is incorrectThe original mower purchased in was purchased at the Sears Hometown StoreI have never been treated so poorly by a corporation or a locally owned storeThis will be the last time I do business with either
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, although they were not going to take any action like this until they were contacted by youThank you for your help on solving thisI still hate sears.
Sincerely,
*** ***
February 7,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the quality of the ** ran**
that she recently purchased and her request for an exchan**
We apologize that Ms*** ran** failed to meet her expectations of qualityThe 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 when the item is newAccording to our records, Ms*** contacted our customer solutions team and the exchan** was processed on January 19, Ms*** selected an ** model and it was delivered on January 28, With that being said, since we have provided Ms*** with her requested resolution, 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 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** * * *** Dear MsV*** We have completed our investigation of MsC*** complaint regarding her
refrigerator repair and her request for a replacement Upon receiving MsC*** complaint, we contacted the local service unit for assistance. District Service Manager Jeff M*** responded that MsC*** is refusing further repairs. While we empathize with MsC***, we would like to point out that the warranty that remains on her refrigerator only provides for the repair of the sealed system or the replacement of the compressor; it does not state that a replacement will be provided. However, in the event that we determine that her refrigerator cannot be repaired, a comparable refrigerator may be offered. Unfortunately, MsC*** refusal of service leaves her with an inoperable refrigerator. If MsC*** would like to reconsider the repair of her refrigerator, we ask that she call to schedule service. In the interim, we have closed our file We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
June 27,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return the lawn mower after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsSince Ms*** mentioned that she ordered the lawn mower online, we would like to note that we provide a link to review the full return policy right below the description of the lawn mowerWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”Since Ms*** purchased the mower on May 7, 2016, and picked it up on May 11, and then attempted to return it on June 15, she was clearly over the 30-day “hassle-free” return period
However, after the Sears hassle-free 30-day return/exchange period has expired, the lawn mower is covered by the manufacturer’s warranty for parts and laborAccording to our records, the lawn mower has been shipped off for warranty repairIf the technician deems the unit non-repairable, then we would offer an exchange under the manufacturer’s warrantyIn the interim, since we have addressed the issue brought forth in Ms*** complaint, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr***s complaint regarding
a recent purchase As clarification, signs were hanging from the ceiling and they are posted at each register noting that all sales are finalThis is also stamped on receipts as wellThe dog food at that time had already been discounted 30%We apologize for what occurred when Mr*** transported the dog food to his vehicle, but as we said, all sales were final and this was made adequately clearThat said, Mr*** was provided with $worth of Shop Your Way Rewards points in connection with this issue as a courtesy on February 9, In light of the aforementioned information, we have closed our file Again, 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, *** *** Regulatory Complaint Specialist ***
July 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945***-Wendy ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her oven
Ms*** was provided with a
replacement oven on July 10, Accordingly, we respectfully ask that this matter be considered closed
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,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) ***
Tammie.***@searshc.com
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Luis M ***#*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services and repairs to his washerMr***’s washer
has been approved for replacementAll Mr*** needs to do is go to his local Sears store and advise his sales associate that his washer has been approved for replacementThe sales associate will assist by processing the exchangeSears will cover the delivery of the new washer and haul away of the old unitSince we have approved Mr***’s washer for replacement, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
June 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** compliant regarding his recent auto repair visit
Auto Center Manager *** *** provided the following response: We want to note that our website, which is where Mr*** indicated he booked his appointment, states that the each type of oil change starts at a certain priceFor instance, the full synthetic oil change service says “starting at $69.99.” Below the description (*** full synthetic oil change) there is a question mark and when you click on it, it says “you’ll receive a new oil filter and up to quarts of oil” and then “up to quarts of oil.” It also says “most vehicles.” Additionally, there is also an asterisk next to the price; when you look at the footnote indicated for this, it says: “prices are subject to change based on in-store evaluation.” Mr*** has a *** *** branded car, which is considered a luxury automobile, and the filter is not standard; the cost is $ Furthermore, his vehicle requires quarts of oil according to *** ***’s specifications rather than and only fully synthetic oil is acceptableIf Mr*** has owned his vehicle for any length of time, we feel he is aware that the oil change for his type of vehicle typically costs well over $and in some cases, close to $200.00, if OEM oil and parts are used. However, as we noted above, the website makes it clear when scheduling an oil change that the service could cost more depending on the vehicle and we did advise him of the increased cost before the work was done according to our recordsAs far as the delay is concerned, we sincerely apologize; there are times when our volume exceeds what we had planned for unexpectedlyIt is unusual that it would happen to a consumer three timesThis is why we offered to waive the cost of the oil change as a courtesyHowever, this offer was only for the base cost of a standard oil changeMr*** would still have been responsible for the price difference between a conventional oil change and a synthetic ($40.00) as well as the $for the premium oil filter and the charge for the quarts of oil (35.70) his car needed beyond the standard quarts required for most vehiclesTax would have been charged on these items and as the site notes, a “$shop fee applies.” We apologize if this was unclear to Mr***That said, we find that the site set out the terms for pricing and service sufficientlyShould Mr*** have any questions, he may contact me *** during business hours at *** *** Again, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
July 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** * ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the performance of her washer
and her request to exchange both the washer and dryer after our day return period
As clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyOur return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a large appliance purchase
According to our records, Ms*** made her purchase on March 6, 2016, and did not contact us until May 23, to report that she was dissatisfied with the performance of the washer; she was clearly over the 30-day “hassle-free” return periodOur tech support team provided Ms*** some suggestions on the usage of the washerOn June 6, Ms*** called again and service was scheduled for a technician to assess the washerOur technician determined that the unit was working as designedOn June 10, Ms*** contacted our Customer Solutions team regarding her dissatisfaction with the washerAn exception was made by Customer Solutions due to the issues and she was offered an exchange on the washer with a 15% restocking feeAt that time, Ms*** declined the offer but she called again on June 28, to accept the offerThe notes indicate that Ms*** mentioned that she wanted to research before she found the item she wants to have in her homeThe next several days Ms*** continued to call and requested that we exchange the dryer in order to have a matching setMs*** was reminded that an exception was made and the offer was for the exchange of the washer only, not the dryerMs*** called again on July 9, with her selection and agreed to the exchange the washerThe exchange was processed and the washer was delivered on July 12, As far as Ms*** request for an exchange of her dryer is concerned, we did not find that this was warrantedAs this decision is commensurate to the circumstances, 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
*** *** ***
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,
Ron N***
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her
water heater As clarification, Ms*** water heater was damaged due to a plumbing issueWe have pictures of the setup and it is clear that a leaking pipe caused water accumulation on the unit and an electrical short was the result Ms*** manufacturer’s warranty only covers “defects in materials or workmanship.” It also says “we will not pay for service calls to correct appliance installation not performed by Sears authorized service agents or to repair problems with house fuses, circuit breakers, house wiring, and plumbing or gas supply systems resulting from installation.” Furthermore, the Repair Protection Agreement (RPA) Ms*** purchased excludes installation or plumbing issues; the coverage applies to the unit itself and to any functional problems with the item Any plumbing issues related to the leaking pipe would be her responsibility to rectify and at her own expense Ms*** says she was not advised of the full terms of the RPAHowever, consumers are mailed a copy of the full terms of the RPA and if the consumer finds the terms unacceptable after review, they may cancel their coverage within days to receive a full refundIf Ms*** failed to receive a copy of those terms for some reason, it was her responsibility to call and ask for one At this point in time, Ms*** options are this: 1. If the water heater is repairable, we can provide her with an estimate and she will be given a 25% discount since she the RPA provides that benefit for uncovered repairs2. She may cancel her RPA, receive a full refund for that coverage and purchase a replacement water heater at her own expense We would be willing to provide her with a 10% discount off of a new water heater purchased from Sears Ms*** may contact me during business hours at *** In 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 *** *** ***
January 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** * ** & *** * ** located at *** *** *** *** ** ***, Email: *** and telephone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that the seller *** * ** issued a refund on December 27, 2016, under return receipt number *** In closure, since a refund has been provided and this decision is in accordance to our posted terms and conditions, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Contact Name and Title: MELISSA ***October 5, 2015Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Allan *** - # 94568798Dear Ms***:We have completed our investigation Mr***'s rebuttal to our previous response.Although a follrepair was scheduled for Mr***'s refrigerator, the appointment was canceled and on October 4, 2015, Mr*** was approved for an in-warranty exchangePer the authorization, Mr*** can use $2,towards a new refrigerator from SearsIt is our understanding that the local Sears store has reached out to Mr*** and will assist him with the selection of a new refrigeratorWith that said, since we have authorized Mr*** for an in-warranty exchange, and documented his concerns with the repair process, we ask to have this matter closed.Again, we apologize to Mr*** and we appreciate the opportunity to address this matterSincerely,Melissa ***Regulatory Complaints Specialist
September 12,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94567024-Martin ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding the pricing of some items he wished to purchase
According to our records, Mr*** spoke with an employee from our customer support line and they offered to send him a $gift card on August 20, 2015, which he acceptedWe would like to assure Mr*** that we endeavor to make our pricing accurate and clearHowever, it is always possible that there will be an instance of human error, which may be what occurred hereShould Mr*** wish to discuss the matter further, he may contact Store Manager Francisco *** during business hours at (323) ***In light of the aforementioned information, we respectfully ask that this matter be considered closed
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,
Tammie ***
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,
Judith ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Monika *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Garage SolutionsRhonda Harris, Sears Garage Solutions Support Specialist provided the following response: As we stated in our previous correspondence, I have been in contact with Ms*** and we have agreed to reimburse her for services provided by another companyMs*** will be faxing me a copy of the work order from the service provider, we will then fax a settlement agreement to her and once it has been signed and received, a check will be processed and mailedIt is important to note that typically a consumer can expect to receive a check within days of processingMs*** can reach me at 740/201-or via email at [email protected] is important to note that this reimbursement is a one-time gesture of good customer serviceAdditionally, since the garage door is not covered by any warranty, Ms*** is free to use any service provider of her choice moving forwardSince it is my understanding that Ms*** is satisfied with the aforementioned resolution to her concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Clyde *** Dear Ms***: We have completed our investigation of Mr***’s complaint regarding the service on his vacuum cleaner After reviewing the
service history and discussing the issue with Mr***, we authorized him for a replacement of the vacuum cleaner under the terms of his Master Protection Agreement (MPA)He has been provided with the necessary information to select a new vacuum cleaner, and he has my direct contact information in the event that he requires further assistanceAt this time, since 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 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