February 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her laundry center and her
request to have the unit replaced under her Master Protection Agreement (MPA) It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon receipt of Ms*** complaint, we reviewed his service history to determine whether she qualifies for a replacement laundry centerOur records show that Ms*** purchased the Master Protection Agreement (MPA) on October 1, 2015. Since purchasing the agreement, Ms*** has had two repairs qualifying completed. On January 10, 2017, under service order *** the technician replaced the timer and switches. Under service order *** (completed February 2, 2017); the technician replaced a washer kit and rod assembly While we understand that Ms*** is frustrated and feels that her laundry center 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 “three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its last product failure…” As we stated previously, Ms*** laundry center has only had two qualifying repairs to date While a replacement is currently not an option, we have processed a laundry reimbursement check for $to assist Ms*** with any out-of-pocket laundry expenses she may have incurred; she should receive the check in the next two weeksWith that said, since we have explained why a replacement is currently not an option for Ms*** and we have 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 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her inability to receive a mixer
she purchased from sears.com As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Ms*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the mixer in question is not available any longer and since it was being sold at a special price there are no substitutions. According to our records, Ms*** account has been credited in full now including the layaway fee she was assessedIn accordance then with our disclaimer and our posted policies, we are unable to honor Ms*** request to receive the original mixer since the item is no longer available and are also unable to provide her with a substitution for the same price. In closure, 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, *** *** Specialist, Regulatory Complaints Direct Dial *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the reponse as to how they plan to resolve the issue.however resolving the issue is taking so longAnd when there was an availability to service A/C I was given less than hour notice, needless to say there was no one home on 7/Please keep this case open as the matter to date has not been resolvedThank you
Better Busin*** Bureau:
I have reviewed the response made by the busin*** in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Jeffrey V***
June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear MsV*** We have completed the investigation of MsD***S*** rebuttal to our previous response Upon receiving MsD***-S*** follconcerns, we contacted R*** Y*** with Sears Driving School for further assistance. MrY*** responded on June 28, 2017, that he reprocessed the $refund since he was able to verify that the refund never released. Additionally, he reiterated that MsD***-T*** mother was offered another class at no cost and that she can contact the driving school location to schedule the class. However, no further compensation will be provided. Our position is that MsD***-S*** and her mother bear the responsibility in selecting the correct class and they had ample opportunity to verify what was needed before MsD***-S*** mother signed up for the course.. Furthermore, MsD***S*** mother took over half the class before she realized that she was in the wrong class, even though while she was in class the information she received only detailed how to obtain a license and never mentioned anything about road signs or laws. With that said, since we have reiterated that only a refund of the class MsD***-S*** mother took will be provided, and we have offered her mother a second class at no charge, we consider this matter addressed and closed Again, appreciate the opportunity to address this matter. Sincerely, M*** L*** Regulatory Complaints Specialist
October 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her recent online order
experience and request for a refund *** *** Store General Manager for Kmart Unit ***, provided the following response: It is unfortunate that we failed Mrs*** expectations as we value her patronageAfter researching this matter further with Kmart.com, we were informed that the matter has since been resolvedMrs*** originally used a prepaid *** card and the refund could not be returned to that cardTherefore, the $was issued to her Shop Your Way Rewards account rather than a mail bank check that would have taken up to ten business days This matter was resolved on September 26, In the interim, since MrsTaylor received her refund and we have noted her concerns, we 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding services under his Sears Home Warranty We would first like to point out that *** *** Home Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), 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 Mr*** contract With that being said CCHS informed of the following: “The service company provided the service report this afternoon, January 17, The claim is approved for the repairs on the pool-pumpThey are able to perform the repairs this weekI have communicated this to Mrs*** and she has accepted the repairsThe service partner explained that there was a major fire at their shop and everything was lost hence why they hadn’t contacted us or the customerI have also refunded the deductible to Mrand Mrs*** due to the delays.” Since CCHS has moved forward with the repairs of the pool pump and it is our understanding that the *** have agreed with the repairs we have closed this case 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885964, and find that this resolution is satisfactory to me
Sincerely,
Tina Marie ***
To Whom It May Concern,There are so many levels that need to be addressed! My Kenmore fridge that since I purchased it at the end of has been seen by repairmen ten timesThe problem with your Warranty thing is that I call someone to come out because my refrigerator is out and I can’t get an appointment for two weeksThe repairman comes and must order parts and that takes two more weeksAt this point I am without a fridge for a monthIt gets worked on and holds a temperature of degrees, it says, but it’s notI put a thermometer inIt’s at degreesNow I know the digital reading isn’t correct. I hope my children don’t get sick from eating or drinking something badI call again, two more weeks for an appointment, two more weeks for parts, and the refrigerator has spit Freon and oil all over my floor and wallI understand the policy thing where the repairman comes out so many times in one yearThe warranty folks tried to tell me it was a calendar yearThat explains the two-week planIt spreads the repairs out longer so they don’t fit into a calendar yearMaybe it was a slipup but, I had been told by the Warranty people that this one date was the date I should be submitted for a warranty replacementI found out that the repairman who came out on that date gave me the receipt but didn't report coming to my house and put in that I requested him to come back and install parts he orderedThe warranty people called and apologetically told me that Keith, who “I” had requested, could not comeI would need to rescheduleNO! Please, no! I never requested anyoneThe regular guy is fine*BAD REPAIRMAN-KeithI've NOT had a refrigerator since before Thanksgiving 1/17/Sears Master Protection Agreement approved for a product replacementI was granted $to replace my refrigerator, which is a part of a twin set, an upright freezer only and an upright refrigerator only, that set together to look like one unit in my kitchenOn 1/18/I drove to the largest remaining Sears Store in my area two hours away to shopThe sale clerk showed me a refrigerator/freezer online that I could buy two of that would fit the $budgetMy warranty only covered one item and somehow, she rang up twoIf the order had not gotten canceled and had gone through, I would have been stuck with half the bill*BAD SALES CLERK-TaraFor several days, afterwards, I went online to see if there wasn't something that I would be happier withI would not receive these until 2/2/and these that were ordered looked more like freezersI went on the SEARS CHAT NOW and the chat guy tells me I can get these in a color that was offered but was not available to meI asked him three times, "Are you sure?" "YES." He had me cancel my orderI saved the transcriptLong story short, he couldn'tHe liedHe couldn't sell them to me because of the warranty and he COULDN’T get the colorHe just wanted the sale! *BAD CHAT GUY-AdleyNow I have no order comingI try calling the Sears store where the original order was placed many timesIt is rare that they answer their phonesI asked for every deptfinally a little girl in jewelry answeredI had to call her back three time because the call kept getting hung upShe was frustrated too*BAD STORE-OKC on WesternUnable to get anywhere over the phone with the store I originally ordered from, I went to my local small Sears store to try to orderThe clerk told me the order has been completedI have called the Warranty Department no less than ten times at one to one and half hour wait on hold every time, trying to get this resolvedI was told 1st that the money had been reissuedSo, I went back to the local store only to find it had not been reissuedNext I was told by the warranty people that they needed a SALESCHECK # that I could get from Delivery where I canceled the orderThey even transferred me to DeliveryI got the SALESCHECK #'s, waited on hold again to give them the numbers for them to tell me that the store that placed the order has to call those in*BAD WARRANTY DEPARTMENTOf course, I tried to call the store to have them call the warranty folks, sit on hold for an hour to an hour and a half, to give them the SALESCHECK #s, but they won’t answer their phonesI then drove two hours for the clerk to sit on hold and get nowhere, but at least this time I got hold of a person that actually caredJENNIFER MARTINEZ met us back in the store the next day, on her DAY OFF, to continue to try to get this resolvedJennifer got a manager involved for helpHe did nothing but find out the clerk that made the order for us in the first place had done it completely wrong. If the order had not been cancelled there would have been even more chaosThen proceeds to tell Jennifer to go ahead and fix this for us but the sale goes to Tara, even though he called her and she was too busy to come in on her day off*BAD MANAGER After being on the phone in the store for forever the Warranty Dept now doesn't want the #s, not even from the storeThey want the store to give me a non-receipt in-store creditThe store says there was no product moved and no money exchangedI’m sent home and told Tara will call me in a couple of days when she works nextShe will get this fixedWHY CAN THE WARRANTY DEPARTMENT JUST REISSUE THE MONEY OR REISSUE A NEW NUMBER? CANCEL THE OLD ONE! Someone stick your initials by it and let’s get on with life!Tara does calls to tell me the same thingWarranty Dept wants the store to give me a non-receipt in-store creditThe store says there was no product moved and no money exchangedThat will not work, and she will continue to work on itI call a week later(Now they answer their phonesI think I made a big enough deal about itThey should.) Tara tells me that we are still at the same place, but she’s called the Resolutions Dept(I have already done that many times.) I ask her for the number she has called so I can wort themShe gives it to meI make the call, sit on hold for forever, tell the guy my whole long story even though I have bronchitis and can barely talk for him to say “I’m sorry this is Tech Support.” SERIOUSLY!!! #Why did Tara give me Tech Support number??? AND #and I asked him, “Why did you let me say all of that when I can barely talk if you can’t help me?” He says, “I didn’t want to interrupt you.” *BAD TECH GUYI've called Online Sales, Help Desk, Benefits & Administration, Cancellation & Retention, Customer Service, Solutions, Resolutions and Tech Support…I have called four different numbers for each of theseI have been nice to everyone, EVERYONE, on the phone calls, even the Tech Support GuyWe are at a standstill.I don’t feel that I can even come close to explaining what I have been through with thisI have told this story what seems like fifty times and I’m sure I have left out at least half of itI lost food timesI turned in food loss once that they paid two thirds ofI have had to try to keep my husband calm and a lot of the time he was mad at me over this because I wasn’t acting ugly to “get something done.” I have children (still at home) in-laws, grand-kids, and BIG holidays that we went without a refrigeratorI know I have sat on hold on the phone for hours or more, spent days driving to the City & waiting for the store clerk to sit on hold, then had to pay for meals on the trip. I finally got the $where I could go ahead and replace the fridge and because I had heard nothing from Sears I chose to get the replacement while I couldThe trouble I had already been through and the fact I had been without a fridge since Nov, I thought that would be bestAnd yes I chose one and paid the $and something extra, only for it to be delivered and NEVER COOLED DOWNSo it sits in my kitchen waiting to be replaced on the MARCH 22ndSo I still don't have a refrigeratorThe warranty replacement money was finally got back to me so I guess you can call this closed BUT Sears needs to overhaul every department especially customer serviceAlso they need to know that when I did go and purchase the replacement, your computer program/ register was so old and the salesman could figure it outI had to help himNo wonder Sears is going out of businessI will never buy from them again and I am telling everyone I know. Sincerely,Lana *** *** ***, OK 73533(***) ***
Sincerely,
Lana Walker
(The consumer indicated he/she ACCEPTED the response from the business.)
Our Refrigerator was repaired May 6th and the technician was very professional and completed the workIt seems there is a shortage of technicians at Sears in our areaIt is unfortunate that complaints had to be made for us to receive the service we paid forI believe if the company cannot repair an appliance like a refrigerator in a timely manner they need to inform the customer before they purchase a service agreementLiving without a refrigerator for and a half weeks is not practical for any client
Initial Business Response /* (1000, 13, 2015/04/27) */
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding
repairs to an oven purchased from Sears
On April 24, 2015, a Sears Home Services technician was dispatched to *** home to repir her ovenA new drawer, panel and handle were installed to repair the damaged drawerOnce the aforementioned parts were installed and new drawer was tested and was found to be operating as expectedAt this time, since we have repaired the damaged drawer, we ask that this complaint be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
***
***
Initial Business Response /* (1000, 9, 2015/07/07) */
July 7,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** - Christina ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding
her request for information on how to receive relief under a recall for a dehumidifier purchased at Sears
We checked our records and found a purchase of a dehumidifier from for Ms*** that has a model number of ***We do not know the serial number as this is usually not captured by us unless we repair the itemWe checked our database and found that the model number does show that it was recalled in So if this is the dehumidifier in question that Ms*** is referencing, then we can confirm it was recalledWe have pasted below the entirety of the CPSC release for that recall as it has a phone number and website and Ms*** can file her claim through either option:
FOR IMMEDIATE RELEASE
August 2,
Release ***
Firm's Recall Hotline: ***
CPSC Recall Hotline: ***
CPSC Media Contact: ***
Sears Recalls Kenmore(r) Dehumidifiers Due to Fire and Burn Hazards
WASHINGTON, D.C- The U.SConsumer Product Safety Commission, in cooperation with the firms named below, today announced a voluntary recall of the following consumer productConsumers should stop using recalled products immediately unless otherwise instructedIt is illegal to resell or attempt to resell a recalled consumer product
Name of Product: Kenmore Dehumidifiers
Units: About 795,
Retailer: Sears, Roebuck and Coand Kmart Corporation, of Hoffman Estates, Ill
Manufacturer: LG Electronics (Tianjin) Appliance Co., Ltd., of Tianjin, China
Hazard: The dehumidifiers can overheat, smoke, melt and catch on fire, posing fire and burn hazards to consumers
Incidents/Injuries: The firm has received reports of incidents, with more than $million in property damage and three reports of smoke inhalation injuries
Description: This recall involves 35-, 50- and 70-pint dehumidifiers with a Kenmore logo on the front top of the unit, manufactured between and The dehumidifiers are made of white plastic and are between and inches tall, about inches wide and about inches in depthThey have fan and humidity controls on their top front panels and some models include remote controlsThey come with front-loading water bucketsThe model number can be found on the right side of the interior of the unit once the bucket has been removedRecalled units have the following model numbers:
35-pint (2004) -
50-pint (2003) -
70-pint (2003) -
70-pint (2004) -
70-pint (2005) -
Sold Exclusively at: Sears and Kmart stores nationwide and Sears.com and Kmart.com from to for between $and $
Manufactured in: China
Remedy: Consumers should immediately turn off and unplug the dehumidifiers and contact the firm to receive a Sears gift card for either $75, $80, $or $100, which may be used at any Sears or Kmart store or at Sears.com or Kmart.comThe gift card amount will depend on the capacity and year of the dehumidifierIn lieu of a gift card, consumers may request a check for the refund amountAll consumers with recalled units will also receive a $coupon that may be used at Sears Department Stores or Sears.com toward the purchase of a new Kenmore dehumidifier
Consumer Contact: For additional information, contact the Recall Fulfillment Center toll-free at (855) 400-between a.mand p.mCT Monday through Friday and between a.mand p.mCT Saturday, or visit www.Kenmoredehumidifierrecall.com
We apologize that Ms*** was not provided with this information when she reached out to us on the phoneAt this time, since this should now enable her to file her claim to receive the respective compensation, we have closed our file
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: Dana.***
Initial Consumer Rebuttal /* (2000, 11, 2015/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was directed to http://www.kenmoredehumidifierrecall.com where I was able to complete the processThank you Revdex.com for finally getting me results
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 24,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Bettie ** ***
Dear Ms***,
We have completed the investigation of Ms
*** complaint regarding her online order
After researching the complaint filed and the online order notes, we found that Ms*** placed an order with a Third Party Marketplace vendor, ***.comWhen the item was returned a refund attempt was made on August 18, 2015, however there was a system error which caused the refund to failWe apologize for the delay in receiving the refund in question and can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWith that said, the refund was re-processed today September 24, 2015, and Ms*** can expect to receive the full refund within to business days or by October 1, Should Ms*** have any further questions or concerns, she may contact me via email at Eligia.***@searshc.comIn the interim, since the refund has been re-processed, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
July 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problems he encountered with customer service
when he recently purchased a new dishwasher
It is unfortunate that we failed Mr*** expectations when he recently purchased a dishwasherWe value Mr*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We contacted Mr*** to discuss his concerns and he confirmed that on July 8, our technician had located the missing part for the replacement dishwasherMr*** confirmed that the dishwasher is operationalWe assured Mr*** that his complaint regarding our customer service has been forwarded to our management team for review and will be handled internallyWe also forwarded the compliment to our technician’s manager for review as wellWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
May 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding difficulty reaching Sears Protection
Benefits Administration to cancel his Protection Agreement for a refrigerator It is unfortunate that we failed Mr*** expectations when he recently attempted to cancel his Sears Protection AgreementsWe value Mr*** patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management. As a result of this action, we revealed that Mr*** cancelled Protection Agreements. Our records show that the refunds for the Agreements were issued on December 1, 2017, and April 14, 2017. If Mr*** has any further questions about his refunds, he may contact Sears Protection Agreement Benefits Administration, at *** for assistance. We apologize for any inconvenience Mr*** may have experienced while seeking assistance with this issue. Since we have noted Mr*** comments and the requested resolution has been provided, 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 *** *** *** ***
February 21, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jeremy *** - # Dear Ms***: We have completed the investigation of Mr***’s rebuttal to our previous response The terms of Mr***’s Sears Home Warranty (SHW) service contract are non-negotiable and binding. Furthermore, Sears Home Services has honored the terms of Mr***’s SHW service contract by attempting to repair his refrigerator. Unfortunately, after several attempts, it was determined that the unit could not be repaired. Therefore, as a benefit of the service contract, Mr*** was authorized $towards a replacement from Sears. Without the service contract in place, Mr*** would have incurred all the out-of-pocket repair expenses and he would not have received a credit towards a new refrigerator. Additionally, we would like to point out that Mr*** would only have been entitled to a full refund of his contract if no service had been provided to his refrigerator within the first days that the contract was in effect. However, now that service has been rendered to the range, dishwasher, washer and refrigerator covered under the contract, any related repair costs will be deducted from the refund amount upon cancellationWhile we have documented Mr***’s additional comments, our decision remains unchanged as it in commensurate to the terms of Sears Home Warranty plan. Accordingly, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10964261, and find that this resolution is satisfactory to me
Sincerely,
David ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Derek ***#*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding SearsIt is unfortunate that we failed Mr***
expectations when issues arose after the purchase of a washer and dryer from SearsWe value Mr*** patronage, but can understand how the series of events noted in his complaint and subsequent email correspondence has caused him to lose faith in SearsWe can assure Mr*** that his concerns were forwarded to management team of the Fairfield Sears store for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectationsWe hope that Mr*** will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleMr*** has informed me via email that he did collect his refund from the Fairfield SearsIf I can be of any assistance to Mr*** in the future, he has my email and contact informationThat said we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
February 21, 2017 Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #11954878- Carolyn *** Dear Mrs***: We have completed our investigation of Ms***’s complaint about several transactions as it relates to her
Shop Your Way Rewards (SYWR) account We have reviewed Ms***’s account and find that she was rewarded all of the points she was dueWe want to stress that the screen where points are calculated at checkout as well as the order confirmation email both say “points displayed are estimates only.” The order confirmation email says “Points displayed are estimates onlyPoints earned vary based on purchase(s), offers, cancelations or subsequent modifications to your orderExpiration dates varyVisit www.shopyourway.com for details.” Some promotions are dependent upon meeting certain terms and those terms are displayed for consumer view if they choose to look at themFor instance, if points are used to pay for a purchase, more points would not be earnedAlso, if coupons are used, this can reduce the total below a spend threshold that may be required to earn pointsAll of this is disclosed in the terms and conditions of the SYWR program We apologize if this was unclear to Ms***, but we would suggest that she review the terms and conditions of any promotion she may consider carefully in the future prior to placing an orderAs for Ms***’s request, we will be unable to grant her request for further points as they were not earned as noted aboveHowever, if her purchases meet the criteria noted under our return policy, she may request a return if she wishes In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns. Sincerely, Tammie ***Sears Holdings Corporation Regulatory Complaint Specialist Tammie.***@searshc.com Tell us why here
February 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her laundry center and her
request to have the unit replaced under her Master Protection Agreement (MPA) It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon receipt of Ms*** complaint, we reviewed his service history to determine whether she qualifies for a replacement laundry centerOur records show that Ms*** purchased the Master Protection Agreement (MPA) on October 1, 2015. Since purchasing the agreement, Ms*** has had two repairs qualifying completed. On January 10, 2017, under service order *** the technician replaced the timer and switches. Under service order *** (completed February 2, 2017); the technician replaced a washer kit and rod assembly While we understand that Ms*** is frustrated and feels that her laundry center 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 “three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its last product failure…” As we stated previously, Ms*** laundry center has only had two qualifying repairs to date While a replacement is currently not an option, we have processed a laundry reimbursement check for $to assist Ms*** with any out-of-pocket laundry expenses she may have incurred; she should receive the check in the next two weeksWith that said, since we have explained why a replacement is currently not an option for Ms*** and we have 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 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her inability to receive a mixer
she purchased from sears.com As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Ms*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the mixer in question is not available any longer and since it was being sold at a special price there are no substitutions. According to our records, Ms*** account has been credited in full now including the layaway fee she was assessedIn accordance then with our disclaimer and our posted policies, we are unable to honor Ms*** request to receive the original mixer since the item is no longer available and are also unable to provide her with a substitution for the same price. In closure, 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, *** *** Specialist, Regulatory Complaints Direct Dial *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the reponse as to how they plan to resolve the issue.however resolving the issue is taking so longAnd when there was an availability to service A/C I was given less than hour notice, needless to say there was no one home on 7/Please keep this case open as the matter to date has not been resolvedThank you
Better Busin*** Bureau:
I have reviewed the response made by the busin*** in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Jeffrey V***
June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear MsV*** We have completed the investigation of MsD***S*** rebuttal to our previous response Upon receiving MsD***-S*** follconcerns, we contacted R*** Y*** with Sears Driving School for further assistance. MrY*** responded on June 28, 2017, that he reprocessed the $refund since he was able to verify that the refund never released. Additionally, he reiterated that MsD***-T*** mother was offered another class at no cost and that she can contact the driving school location to schedule the class. However, no further compensation will be provided. Our position is that MsD***-S*** and her mother bear the responsibility in selecting the correct class and they had ample opportunity to verify what was needed before MsD***-S*** mother signed up for the course.. Furthermore, MsD***S*** mother took over half the class before she realized that she was in the wrong class, even though while she was in class the information she received only detailed how to obtain a license and never mentioned anything about road signs or laws. With that said, since we have reiterated that only a refund of the class MsD***-S*** mother took will be provided, and we have offered her mother a second class at no charge, we consider this matter addressed and closed Again, appreciate the opportunity to address this matter. Sincerely, M*** L*** Regulatory Complaints Specialist
October 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her recent online order
experience and request for a refund *** *** Store General Manager for Kmart Unit ***, provided the following response: It is unfortunate that we failed Mrs*** expectations as we value her patronageAfter researching this matter further with Kmart.com, we were informed that the matter has since been resolvedMrs*** originally used a prepaid *** card and the refund could not be returned to that cardTherefore, the $was issued to her Shop Your Way Rewards account rather than a mail bank check that would have taken up to ten business days This matter was resolved on September 26, In the interim, since MrsTaylor received her refund and we have noted her concerns, we 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding services under his Sears Home Warranty We would first like to point out that *** *** Home Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), 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 Mr*** contract With that being said CCHS informed of the following: “The service company provided the service report this afternoon, January 17, The claim is approved for the repairs on the pool-pumpThey are able to perform the repairs this weekI have communicated this to Mrs*** and she has accepted the repairsThe service partner explained that there was a major fire at their shop and everything was lost hence why they hadn’t contacted us or the customerI have also refunded the deductible to Mrand Mrs*** due to the delays.” Since CCHS has moved forward with the repairs of the pool pump and it is our understanding that the *** have agreed with the repairs we have closed this case 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885964, and find that this resolution is satisfactory to me
Sincerely,
Tina Marie ***
To Whom It May Concern,There are so many levels that need to be addressed! My Kenmore fridge that since I purchased it at the end of has been seen by repairmen ten timesThe problem with your Warranty thing is that I call someone to come out because my refrigerator is out and I can’t get an appointment for two weeksThe repairman comes and must order parts and that takes two more weeksAt this point I am without a fridge for a monthIt gets worked on and holds a temperature of degrees, it says, but it’s notI put a thermometer inIt’s at degreesNow I know the digital reading isn’t correct. I hope my children don’t get sick from eating or drinking something badI call again, two more weeks for an appointment, two more weeks for parts, and the refrigerator has spit Freon and oil all over my floor and wallI understand the policy thing where the repairman comes out so many times in one yearThe warranty folks tried to tell me it was a calendar yearThat explains the two-week planIt spreads the repairs out longer so they don’t fit into a calendar yearMaybe it was a slipup but, I had been told by the Warranty people that this one date was the date I should be submitted for a warranty replacementI found out that the repairman who came out on that date gave me the receipt but didn't report coming to my house and put in that I requested him to come back and install parts he orderedThe warranty people called and apologetically told me that Keith, who “I” had requested, could not comeI would need to rescheduleNO! Please, no! I never requested anyoneThe regular guy is fine*BAD REPAIRMAN-KeithI've NOT had a refrigerator since before Thanksgiving 1/17/Sears Master Protection Agreement approved for a product replacementI was granted $to replace my refrigerator, which is a part of a twin set, an upright freezer only and an upright refrigerator only, that set together to look like one unit in my kitchenOn 1/18/I drove to the largest remaining Sears Store in my area two hours away to shopThe sale clerk showed me a refrigerator/freezer online that I could buy two of that would fit the $budgetMy warranty only covered one item and somehow, she rang up twoIf the order had not gotten canceled and had gone through, I would have been stuck with half the bill*BAD SALES CLERK-TaraFor several days, afterwards, I went online to see if there wasn't something that I would be happier withI would not receive these until 2/2/and these that were ordered looked more like freezersI went on the SEARS CHAT NOW and the chat guy tells me I can get these in a color that was offered but was not available to meI asked him three times, "Are you sure?" "YES." He had me cancel my orderI saved the transcriptLong story short, he couldn'tHe liedHe couldn't sell them to me because of the warranty and he COULDN’T get the colorHe just wanted the sale! *BAD CHAT GUY-AdleyNow I have no order comingI try calling the Sears store where the original order was placed many timesIt is rare that they answer their phonesI asked for every deptfinally a little girl in jewelry answeredI had to call her back three time because the call kept getting hung upShe was frustrated too*BAD STORE-OKC on WesternUnable to get anywhere over the phone with the store I originally ordered from, I went to my local small Sears store to try to orderThe clerk told me the order has been completedI have called the Warranty Department no less than ten times at one to one and half hour wait on hold every time, trying to get this resolvedI was told 1st that the money had been reissuedSo, I went back to the local store only to find it had not been reissuedNext I was told by the warranty people that they needed a SALESCHECK # that I could get from Delivery where I canceled the orderThey even transferred me to DeliveryI got the SALESCHECK #'s, waited on hold again to give them the numbers for them to tell me that the store that placed the order has to call those in*BAD WARRANTY DEPARTMENTOf course, I tried to call the store to have them call the warranty folks, sit on hold for an hour to an hour and a half, to give them the SALESCHECK #s, but they won’t answer their phonesI then drove two hours for the clerk to sit on hold and get nowhere, but at least this time I got hold of a person that actually caredJENNIFER MARTINEZ met us back in the store the next day, on her DAY OFF, to continue to try to get this resolvedJennifer got a manager involved for helpHe did nothing but find out the clerk that made the order for us in the first place had done it completely wrong. If the order had not been cancelled there would have been even more chaosThen proceeds to tell Jennifer to go ahead and fix this for us but the sale goes to Tara, even though he called her and she was too busy to come in on her day off*BAD MANAGER After being on the phone in the store for forever the Warranty Dept now doesn't want the #s, not even from the storeThey want the store to give me a non-receipt in-store creditThe store says there was no product moved and no money exchangedI’m sent home and told Tara will call me in a couple of days when she works nextShe will get this fixedWHY CAN THE WARRANTY DEPARTMENT JUST REISSUE THE MONEY OR REISSUE A NEW NUMBER? CANCEL THE OLD ONE! Someone stick your initials by it and let’s get on with life!Tara does calls to tell me the same thingWarranty Dept wants the store to give me a non-receipt in-store creditThe store says there was no product moved and no money exchangedThat will not work, and she will continue to work on itI call a week later(Now they answer their phonesI think I made a big enough deal about itThey should.) Tara tells me that we are still at the same place, but she’s called the Resolutions Dept(I have already done that many times.) I ask her for the number she has called so I can wort themShe gives it to meI make the call, sit on hold for forever, tell the guy my whole long story even though I have bronchitis and can barely talk for him to say “I’m sorry this is Tech Support.” SERIOUSLY!!! #Why did Tara give me Tech Support number??? AND #and I asked him, “Why did you let me say all of that when I can barely talk if you can’t help me?” He says, “I didn’t want to interrupt you.” *BAD TECH GUYI've called Online Sales, Help Desk, Benefits & Administration, Cancellation & Retention, Customer Service, Solutions, Resolutions and Tech Support…I have called four different numbers for each of theseI have been nice to everyone, EVERYONE, on the phone calls, even the Tech Support GuyWe are at a standstill.I don’t feel that I can even come close to explaining what I have been through with thisI have told this story what seems like fifty times and I’m sure I have left out at least half of itI lost food timesI turned in food loss once that they paid two thirds ofI have had to try to keep my husband calm and a lot of the time he was mad at me over this because I wasn’t acting ugly to “get something done.” I have children (still at home) in-laws, grand-kids, and BIG holidays that we went without a refrigeratorI know I have sat on hold on the phone for hours or more, spent days driving to the City & waiting for the store clerk to sit on hold, then had to pay for meals on the trip. I finally got the $where I could go ahead and replace the fridge and because I had heard nothing from Sears I chose to get the replacement while I couldThe trouble I had already been through and the fact I had been without a fridge since Nov, I thought that would be bestAnd yes I chose one and paid the $and something extra, only for it to be delivered and NEVER COOLED DOWNSo it sits in my kitchen waiting to be replaced on the MARCH 22ndSo I still don't have a refrigeratorThe warranty replacement money was finally got back to me so I guess you can call this closed BUT Sears needs to overhaul every department especially customer serviceAlso they need to know that when I did go and purchase the replacement, your computer program/ register was so old and the salesman could figure it outI had to help himNo wonder Sears is going out of businessI will never buy from them again and I am telling everyone I know. Sincerely,Lana *** *** ***, OK 73533(***) ***
Sincerely,
Lana Walker
(The consumer indicated he/she ACCEPTED the response from the business.)
Our Refrigerator was repaired May 6th and the technician was very professional and completed the workIt seems there is a shortage of technicians at Sears in our areaIt is unfortunate that complaints had to be made for us to receive the service we paid forI believe if the company cannot repair an appliance like a refrigerator in a timely manner they need to inform the customer before they purchase a service agreementLiving without a refrigerator for and a half weeks is not practical for any client
Initial Business Response /* (1000, 13, 2015/04/27) */
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding
repairs to an oven purchased from Sears
On April 24, 2015, a Sears Home Services technician was dispatched to *** home to repir her ovenA new drawer, panel and handle were installed to repair the damaged drawerOnce the aforementioned parts were installed and new drawer was tested and was found to be operating as expectedAt this time, since we have repaired the damaged drawer, we ask that this complaint be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
***
***
Initial Business Response /* (1000, 9, 2015/07/07) */
July 7,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** - Christina ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding
her request for information on how to receive relief under a recall for a dehumidifier purchased at Sears
We checked our records and found a purchase of a dehumidifier from for Ms*** that has a model number of ***We do not know the serial number as this is usually not captured by us unless we repair the itemWe checked our database and found that the model number does show that it was recalled in So if this is the dehumidifier in question that Ms*** is referencing, then we can confirm it was recalledWe have pasted below the entirety of the CPSC release for that recall as it has a phone number and website and Ms*** can file her claim through either option:
FOR IMMEDIATE RELEASE
August 2,
Release ***
Firm's Recall Hotline: ***
CPSC Recall Hotline: ***
CPSC Media Contact: ***
Sears Recalls Kenmore(r) Dehumidifiers Due to Fire and Burn Hazards
WASHINGTON, D.C- The U.SConsumer Product Safety Commission, in cooperation with the firms named below, today announced a voluntary recall of the following consumer productConsumers should stop using recalled products immediately unless otherwise instructedIt is illegal to resell or attempt to resell a recalled consumer product
Name of Product: Kenmore Dehumidifiers
Units: About 795,
Retailer: Sears, Roebuck and Coand Kmart Corporation, of Hoffman Estates, Ill
Manufacturer: LG Electronics (Tianjin) Appliance Co., Ltd., of Tianjin, China
Hazard: The dehumidifiers can overheat, smoke, melt and catch on fire, posing fire and burn hazards to consumers
Incidents/Injuries: The firm has received reports of incidents, with more than $million in property damage and three reports of smoke inhalation injuries
Description: This recall involves 35-, 50- and 70-pint dehumidifiers with a Kenmore logo on the front top of the unit, manufactured between and The dehumidifiers are made of white plastic and are between and inches tall, about inches wide and about inches in depthThey have fan and humidity controls on their top front panels and some models include remote controlsThey come with front-loading water bucketsThe model number can be found on the right side of the interior of the unit once the bucket has been removedRecalled units have the following model numbers:
35-pint (2004) -
50-pint (2003) -
70-pint (2003) -
70-pint (2004) -
70-pint (2005) -
Sold Exclusively at: Sears and Kmart stores nationwide and Sears.com and Kmart.com from to for between $and $
Manufactured in: China
Remedy: Consumers should immediately turn off and unplug the dehumidifiers and contact the firm to receive a Sears gift card for either $75, $80, $or $100, which may be used at any Sears or Kmart store or at Sears.com or Kmart.comThe gift card amount will depend on the capacity and year of the dehumidifierIn lieu of a gift card, consumers may request a check for the refund amountAll consumers with recalled units will also receive a $coupon that may be used at Sears Department Stores or Sears.com toward the purchase of a new Kenmore dehumidifier
Consumer Contact: For additional information, contact the Recall Fulfillment Center toll-free at (855) 400-between a.mand p.mCT Monday through Friday and between a.mand p.mCT Saturday, or visit www.Kenmoredehumidifierrecall.com
We apologize that Ms*** was not provided with this information when she reached out to us on the phoneAt this time, since this should now enable her to file her claim to receive the respective compensation, we have closed our file
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: Dana.***
Initial Consumer Rebuttal /* (2000, 11, 2015/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was directed to http://www.kenmoredehumidifierrecall.com where I was able to complete the processThank you Revdex.com for finally getting me results
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 24,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Bettie ** ***
Dear Ms***,
We have completed the investigation of Ms
*** complaint regarding her online order
After researching the complaint filed and the online order notes, we found that Ms*** placed an order with a Third Party Marketplace vendor, ***.comWhen the item was returned a refund attempt was made on August 18, 2015, however there was a system error which caused the refund to failWe apologize for the delay in receiving the refund in question and can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWith that said, the refund was re-processed today September 24, 2015, and Ms*** can expect to receive the full refund within to business days or by October 1, Should Ms*** have any further questions or concerns, she may contact me via email at Eligia.***@searshc.comIn the interim, since the refund has been re-processed, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for honoring your agreement and your prompt response
July 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problems he encountered with customer service
when he recently purchased a new dishwasher
It is unfortunate that we failed Mr*** expectations when he recently purchased a dishwasherWe value Mr*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We contacted Mr*** to discuss his concerns and he confirmed that on July 8, our technician had located the missing part for the replacement dishwasherMr*** confirmed that the dishwasher is operationalWe assured Mr*** that his complaint regarding our customer service has been forwarded to our management team for review and will be handled internallyWe also forwarded the compliment to our technician’s manager for review as wellWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
May 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding difficulty reaching Sears Protection
Benefits Administration to cancel his Protection Agreement for a refrigerator It is unfortunate that we failed Mr*** expectations when he recently attempted to cancel his Sears Protection AgreementsWe value Mr*** patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management. As a result of this action, we revealed that Mr*** cancelled Protection Agreements. Our records show that the refunds for the Agreements were issued on December 1, 2017, and April 14, 2017. If Mr*** has any further questions about his refunds, he may contact Sears Protection Agreement Benefits Administration, at *** for assistance. We apologize for any inconvenience Mr*** may have experienced while seeking assistance with this issue. Since we have noted Mr*** comments and the requested resolution has been provided, 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 *** *** *** ***
February 21, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jeremy *** - # Dear Ms***: We have completed the investigation of Mr***’s rebuttal to our previous response The terms of Mr***’s Sears Home Warranty (SHW) service contract are non-negotiable and binding. Furthermore, Sears Home Services has honored the terms of Mr***’s SHW service contract by attempting to repair his refrigerator. Unfortunately, after several attempts, it was determined that the unit could not be repaired. Therefore, as a benefit of the service contract, Mr*** was authorized $towards a replacement from Sears. Without the service contract in place, Mr*** would have incurred all the out-of-pocket repair expenses and he would not have received a credit towards a new refrigerator. Additionally, we would like to point out that Mr*** would only have been entitled to a full refund of his contract if no service had been provided to his refrigerator within the first days that the contract was in effect. However, now that service has been rendered to the range, dishwasher, washer and refrigerator covered under the contract, any related repair costs will be deducted from the refund amount upon cancellationWhile we have documented Mr***’s additional comments, our decision remains unchanged as it in commensurate to the terms of Sears Home Warranty plan. Accordingly, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10964261, and find that this resolution is satisfactory to me
Sincerely,
David ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Derek ***#*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding SearsIt is unfortunate that we failed Mr***
expectations when issues arose after the purchase of a washer and dryer from SearsWe value Mr*** patronage, but can understand how the series of events noted in his complaint and subsequent email correspondence has caused him to lose faith in SearsWe can assure Mr*** that his concerns were forwarded to management team of the Fairfield Sears store for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectationsWe hope that Mr*** will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleMr*** has informed me via email that he did collect his refund from the Fairfield SearsIf I can be of any assistance to Mr*** in the future, he has my email and contact informationThat said we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
February 21, 2017 Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #11954878- Carolyn *** Dear Mrs***: We have completed our investigation of Ms***’s complaint about several transactions as it relates to her
Shop Your Way Rewards (SYWR) account We have reviewed Ms***’s account and find that she was rewarded all of the points she was dueWe want to stress that the screen where points are calculated at checkout as well as the order confirmation email both say “points displayed are estimates only.” The order confirmation email says “Points displayed are estimates onlyPoints earned vary based on purchase(s), offers, cancelations or subsequent modifications to your orderExpiration dates varyVisit www.shopyourway.com for details.” Some promotions are dependent upon meeting certain terms and those terms are displayed for consumer view if they choose to look at themFor instance, if points are used to pay for a purchase, more points would not be earnedAlso, if coupons are used, this can reduce the total below a spend threshold that may be required to earn pointsAll of this is disclosed in the terms and conditions of the SYWR program We apologize if this was unclear to Ms***, but we would suggest that she review the terms and conditions of any promotion she may consider carefully in the future prior to placing an orderAs for Ms***’s request, we will be unable to grant her request for further points as they were not earned as noted aboveHowever, if her purchases meet the criteria noted under our return policy, she may request a return if she wishes In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns. Sincerely, Tammie ***Sears Holdings Corporation Regulatory Complaint Specialist Tammie.***@searshc.com Tell us why here