March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Mrs* *** We have completed our investigation of Mr*** complaint
regarding his drill As clarification, the manufacturer’s warranty for Mr*** drill stipulates that proof of purchase must be provide din order to receive a replacementAccording to our records, Mr*** was unable to supply a receipt for purchase; therefore, we are not obligated to provide him with a replacementUnfortunately, it seems that one of our agents provided some incorrect information when they offered to purchase a month service contract for the drill as it is not an item that we provide repair service forWe apologize for any misunderstandingAt this time, we are willing to try and help Mr*** locate a copy of his receiptIf he paid using a credit or debit card, we can research the purchase using that account number, which he will need to provideIf he paid with cash, we will have no way to trace his purchaseIf a receipt cannot be located, we are willing to send him a gift card for the value of the most comparable item we offer now, which would be $and he can use it to order a replacement online that may be delivered to his homeShould Mr*** wish to discuss the matter further, I may be reached at the email address listed below during business hoursIn light of the aforementioned information, we have closed our file We apologize to Mr*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist ***
Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: Eligia ***
Contact Phone: ***
July 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: - *** ***
Dear Ms
***,
We have completed the investigation of Ms*** complaint regarding her recent online order
After reviewing the complaint filed, we found that Ms*** has previously been in contact with Online Solutions, Sears' escalated complaint departmentOnline Solutions reached out to the Third Party Marketplace Vendor, Boston Industrial that she ordered the product fromOn June 22, 2015, Boston Industrial advised that they would ship the product as quickly as possibleFortunately, we were able to verify with UPS that the product was delivered to Ms*** on June 25, We apologize for the delay she encountered from Boston Industrial and for customer satisfaction we have processed a refund of the shipping feeAccordingly, a refund of $was credited today July 7, 2015, back to Ms*** Sears Plus account ending in Should Ms*** have any further questions, she may contact (XXX) XXX-XXXXIn the interim, we have noted Ms*** concerns and 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
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is barely satisfactory to meAlthough the issue was finally resolved, I feel the interactions I had with Sears was extremely poor and unprofessionalI spent over hours of my time to remedy this situation and I still need to put more time inIt took one month of endless telephone conversations and going to the store in personThe store *** ** *** along with all the sales clerks would not return my callsNow the installer had to come backBEcause they did not level the stove aNd it is shaking when we are cookingWhen all is done it mightmonths of stress!!I wonder if Sears will pay me for my time and deduct it from the price of the stove??? They should! I am disgusted and I will never purchase anything from Sears again.
*
Sincerely,
*** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
August 11,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 945*** - Paul ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his online outlet order
It is unfortunate that we failed Mr***'s expectations and we can understand his frustration after reading the series of events detailed in his complaintWe regret that this incident occurred, and we can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this order, we found that Mr*** had previously been in contact with (EMS) Executive Member Support, Sears' escalated complaint departmentEMS assisted in processing a full refund of $back to Mr***'s PayPal account on July 24, For Mr***'s records the refund receipt number is Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, since a full refund has been provided, 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
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,
Weldon J***
Complaint: ***
I am rejecting this response because: It is unfortunate that this is what Sears as a business has come too After, working with the company for seven years back in the 1990's in there lawn and garden and sporting goods dept We always held the true the customer was always right Which made Sears a powerhouse of quality and service I guess those days are over if you can not honor my simple request I will now base the company on bottom line pricing Thank you for taking the time to review my concerns Good Luck,
*** ***, previous customer
Complaint: ***
I am rejecting this response because:They did finally et the lease go, but why I am rejecting this response is because I do not care if it is a third party, but your third party associates needs to explain in great detail when we sign up for this program. It was not explained correctly. And I think that is because you can get more money out of people this way But they dropped the lease on it which I am fine with but Honestly I paid way too much for a washer machine and they should refund me some of it back
Sincerely,
Yvonne F*
March 20, *** *** 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 to have the second order refunded It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes, we found that the second order was processed by the delivery departmentWhile Ms*** requested a cancelation, the delivery department had not yet processed the refundTo resolve this matter, a full refund was processed today March 20, 2017, under return receipt number ***The credit of $780.15- will be credited back to Ms*** account within to business days from today’s dateAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a refund has been issued and will post to her account shortly, 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:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Seana C***
July 14, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator. Upon receiving Mr***
complaint, we reviewed the notes in our service system, as well as the information regarding the Home Warranty coverage he purchased for the refrigerator. Our records show that the repair to Mr*** refrigerator was completed on July 13, 2016, with the installation of a drier assembly, evaporator, compressor, and condenser assembly. Furthermore, we found that the Home Warranty coverage was canceled on July 12, 2016, and a refund of $was processed. However, the cost of the aforementioned parts ($626.33) was charged to the Home Warranty when they were ordered on June 21, 2016; prior to the cancelation of the coverage. It appears that Mr*** refrigerator was repaired at no cost since he received a full refund of the Home Warranty that was originally purchased to cover the cost of repairing his refrigerator. With that said, since we have completed the repair to Mr*** refrigerator and documented his concerns with the repair process, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, *** ***Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Mr* *** complaint regarding his service experience Mr*** was contacted by our
service management and for customer satisfaction he was offered a reimbursement of $for laundry expense due to the incorrect information provided by our service technician caused a delay in the completion of his serviceThe request to process this reimbursement was sent on February 22, back on his *** card ending in ***Mr*** should see this credit back on his card within to business daysSince it is our understanding that this resolution was acceptable to Mr*** we have closed our 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 *** *** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
August 11,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Gracie ***
Dear Ms***,
We have completed the investigation of Ms***'s
complaint regarding her online order
After researching the order our records show that Ms*** placed an order for six different items which came to a subtotal of $After adding the shipping fee of $plus tax of $the final total came to $Ms*** paid with $in Shop Your Way Reward points and the remaining $was paid for by her Visa account ending in Additionally, we sent an email correspondence with the breakdown of the charges along with a copy of her Shop Your Way Reward account for her recordsShould Ms*** have any questions regarding her Shop Your Way Reward points she may contact (800) ***We apologize for any confusion with Ms***'s online order and we hope that in the future she will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms***'s concerns and 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
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** - Thomas *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the fact that repairs for his
tractor would not be covered under his warranty or Repair Protection Agreement (RPA) While we understand that Mr*** was upset to learn that the necessary repairs were not covered, we do not find that the technician did anything wrongWe did find that the service technician took a total of pictures of the tractor at various angles and close ups It is evident from the pictures that the tractor was run without sufficient oilMr*** tractor holds ozof oil, based on the pictures taken by our technician we can tell there was not ozof oil in the engine when it blew, if there had been there would have been a very large oil residue stain not only on the area where the hole is but oil reside would have been in various crevices around the tractorBased on the evidence of the pictures our Service Technical Assistance department informed the technician that the repairs would not be covered under the manufactures warranty or the RPAThis was not a decision made by the technician aloneThe fact is that both the warranty and the Repair Protection Agreement (RPA) are designed to cover repairs necessary due to defects in materials or workmanship or for ordinary wear and tear. However, both the warranty and the RPA clearly note that they do not cover expendable items such as blades, routine maintenance, and any repairs necessary due to operator abuse or negligence It is important to note that the RPA does provide 25% off for non-covered repairs if he would like for Sears to repair his tractor this discount would be applied to the cost of the full repairIf Mr*** feels that the RPA holds no value to him we will be happy to refund him the cost of the RPA, he need only contact our benefits department at 1-800-827-and request a cancellation of the RPA and a refund will be processed Since we have addressed Mr*** complaint and explained why his repairs are not covered under either of his warranties we have closed our case 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 Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
August 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # - Sally J ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the problems she encountered when she attempted to schedule service for her dehumidifier
Upon receipt of Ms*** complaint we reached out to Bhavesh ***, District Service Manager for Unit 7035, to assist with Ms*** concernsMr*** reviewed the complaint and confirmed that we did not have a certified Sears' technician to perform an on-site repair on the dehumidifierMr*** reached out to our authorized service providers that are contracted in the area to locate a certified technicianRegrettably, after multiple attempts, we were informed that a qualified technician was not availableWe then reached out to our HVAC team to assist with locating a technician that was certified to repair dehumidifiersAt this point, it was discovered that the dehumidifier was a portable unit, and it was not installed with the HVAC unitsAs clarification, typically a repair that requires an "on-site" technician for a dehumidifier is because the unit is hard-wired with the HVAC unitsA portable unit is typically is considered a "carrepair" and a customer will drop it off at a Sears repair center for all repairsMs*** explained that the dehumidifier is set up as "on-site" repair because it is installed with plumbing to drain outsideTherefore, the protection agreement she purchased was for a technician to repair on-site instead of a carry-inDuring the process of locating a technician, our HVAC team also discovered that Ms*** dehumidifier model is a safety recalled unit
With that being said, we contacted Ms*** and offered a replacement dehumidifierWe provided Ms*** the authorization amount and instructions for the replacementFor her inconvenience and frustration for the delay, we offered Ms*** a $gift card and she accepted the offerMs*** should receive the gift card within business days via regular mailIn the interim, since it is our understanding in speaking with Ms*** that the replacement of the dehumidifier and the gift card are resolutions that met with her approval, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-***direct
Matilda.***@searshc.com
July 18,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the repair of his
tractor
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, Territory Member Advocate Team Member. Ms*** contacted Mr*** and discussed his complaint and agreed to refund him the cost of the upgraded tractor. That being said, because we have provided Mr*** with his requested resolution, we have closed our files
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 Complaints Specialist
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sears has refunded the money owed to me
Sincerely,
Richard ***
Complaint: ***
I am rejecting this response because: I put the potato in the microwave and hit the potato buttonI walked outside but my wife and son was in the kitchen when it caught on fireYour technition is the same guy who came out almost hours late at 6pm, the prevoius week and said "nothing" was wrong with the microwave when we expressed concern that it was not working properlyOf course he is going to say it was our fault because he would probably get in trouble for sticking a glass of water in there setting the timer for minutes, once the water boiled said it worked finemin I can get water to boil on the stoveI will never buy another Sears product because you do not stand behind your products
Sincerely,
Tim H***
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 ? I would however like to add a comment to which I am very concerned aboutPer the letter that I rec'd in the mail from Sears, dated March 13, (mailed on March 14th) and rec'd on Saturday, March 18th Sears wrote that as a courtesy for the inconvenience they have waived the 30% restocking fees As per Sears, *** *** our cabinets were never on order in the 1st place so this is the how Sears gets out of a jam, by down right lyingNo wonder I had such a hard time dealing with this well known company, shame on me.I really appreciate the help from the Better Business and sad that it had to come to this
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Georgina B J*** Dear *** *** We have completed our investigation of MsJ*** complaint regarding services under her Sears Home Warranty We would
first like to point out that *** *** ** *** Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** *** *** (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsJ*** contract We reached out to CCHS and we informed of the following: Regarding the Garage door opener: MsJ*** opened a claim on her garage door opener on June 21, the garage door opener was repaired with refurbished parts since manufacture parts are no longer availableOn August 1, MsJ*** called to open a potential recall for the garage door opener but the service technician could find no mechanical failures with it and the claim was closedOn September 11, a Supervisor contacted MsJ*** regarding a complaint she submitted regarding her garage door repairMsJ*** was refunded the deductible as a customer service jester and an appointment was scheduled with a new service company for a second opinion on the garage doorBefore the second appointment was scheduled MsJ*** emailed the supervisor on Sept 18, and requested the appointment be cancelled as the garage door was operating properly Regarding MsJ*** electrical claim: MsJ*** opened a claim for her main panel on July 31, The first electrical report stated that the main panel was melted and the bus bar, breaker and panel box was shortedThe replacement price quoted to CCHS was higher than industry standard therefore a second electrician was assigned for a second opinionThe electrician stated that whoever installed the main panel originally installed all of the heavy breakers next to each other which creates a hot spot in the panelamps were installed and should have installed ampsThe lack of amps is causing the system to overheatThe electrician recommended to have the panel upgraded to a ampMsJ*** was contacted and advised that the claim would not be addressed due to the issue was the need of upgrades per Section IVof the warranty agreement: This Agreement does not cover any costs associated with construction, carpentry, or other modifications made necessary by the existing equipment or installation of different equipmentThis Agreement does not cover any costs associated with any upgrades or modifications required to comply with federal, state, and local law, code, regulation, or ordinanceAll such costs are your responsibility Since we have addressed MsJ*** complaint and explained why the electrical repair is not covered under her Sears Home Warranty and it is our understanding that per MsJ*** the garage door is working we have closed this case We apologize to MsJ*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
December 10, 2015Nita ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611Re: # -
Timothy B ***Dear Ms
***:We have completed
our investigation of Mr***’s complaint regarding service for his Kenmore
Dishwasher.Upon receipt of Mr
***’s
complaint, we found that he had previously been in contact with MrGabe ***
in our escalated complaint departmentMr*** confirmed that the dishwasher
is now working well and provided Mr*** a Master Protection Agreement at
no cost to him with Mr***’s agreementIf Mr*** is still in need
of assistance he can contact Mr*** directly at 888-266-extSince
the dishwasher is in working condition and it is our understanding that the
resolution provided was acceptable to Mr*** we have closed our 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,Vanessa L
***Regulatory
Complaint SpecialistSears Holdings
Corporation***
directVanessa.L.***@searshc.com
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Mrs* *** We have completed our investigation of Mr*** complaint
regarding his drill As clarification, the manufacturer’s warranty for Mr*** drill stipulates that proof of purchase must be provide din order to receive a replacementAccording to our records, Mr*** was unable to supply a receipt for purchase; therefore, we are not obligated to provide him with a replacementUnfortunately, it seems that one of our agents provided some incorrect information when they offered to purchase a month service contract for the drill as it is not an item that we provide repair service forWe apologize for any misunderstandingAt this time, we are willing to try and help Mr*** locate a copy of his receiptIf he paid using a credit or debit card, we can research the purchase using that account number, which he will need to provideIf he paid with cash, we will have no way to trace his purchaseIf a receipt cannot be located, we are willing to send him a gift card for the value of the most comparable item we offer now, which would be $and he can use it to order a replacement online that may be delivered to his homeShould Mr*** wish to discuss the matter further, I may be reached at the email address listed below during business hoursIn light of the aforementioned information, we have closed our file We apologize to Mr*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist ***
Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: Eligia ***
Contact Phone: ***
July 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: - *** ***
Dear Ms
***,
We have completed the investigation of Ms*** complaint regarding her recent online order
After reviewing the complaint filed, we found that Ms*** has previously been in contact with Online Solutions, Sears' escalated complaint departmentOnline Solutions reached out to the Third Party Marketplace Vendor, Boston Industrial that she ordered the product fromOn June 22, 2015, Boston Industrial advised that they would ship the product as quickly as possibleFortunately, we were able to verify with UPS that the product was delivered to Ms*** on June 25, We apologize for the delay she encountered from Boston Industrial and for customer satisfaction we have processed a refund of the shipping feeAccordingly, a refund of $was credited today July 7, 2015, back to Ms*** Sears Plus account ending in Should Ms*** have any further questions, she may contact (XXX) XXX-XXXXIn the interim, we have noted Ms*** concerns and 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
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is barely satisfactory to meAlthough the issue was finally resolved, I feel the interactions I had with Sears was extremely poor and unprofessionalI spent over hours of my time to remedy this situation and I still need to put more time inIt took one month of endless telephone conversations and going to the store in personThe store *** ** *** along with all the sales clerks would not return my callsNow the installer had to come backBEcause they did not level the stove aNd it is shaking when we are cookingWhen all is done it mightmonths of stress!!I wonder if Sears will pay me for my time and deduct it from the price of the stove??? They should! I am disgusted and I will never purchase anything from Sears again.
*
Sincerely,
*** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
August 11,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 945*** - Paul ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his online outlet order
It is unfortunate that we failed Mr***'s expectations and we can understand his frustration after reading the series of events detailed in his complaintWe regret that this incident occurred, and we can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this order, we found that Mr*** had previously been in contact with (EMS) Executive Member Support, Sears' escalated complaint departmentEMS assisted in processing a full refund of $back to Mr***'s PayPal account on July 24, For Mr***'s records the refund receipt number is Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, since a full refund has been provided, 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
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,
Weldon J***
Complaint: ***
I am rejecting this response because: It is unfortunate that this is what Sears as a business has come too After, working with the company for seven years back in the 1990's in there lawn and garden and sporting goods dept We always held the true the customer was always right Which made Sears a powerhouse of quality and service I guess those days are over if you can not honor my simple request I will now base the company on bottom line pricing Thank you for taking the time to review my concerns Good Luck,
*** ***, previous customer
Complaint: ***
*
I am rejecting this response because:They did finally et the lease go, but why I am rejecting this response is because I do not care if it is a third party, but your third party associates needs to explain in great detail when we sign up for this program. It was not explained correctly. And I think that is because you can get more money out of people this way But they dropped the lease on it which I am fine with but Honestly I paid way too much for a washer machine and they should refund me some of it back
Sincerely,
Yvonne F
March 20, *** *** 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 to have the second order refunded It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes, we found that the second order was processed by the delivery departmentWhile Ms*** requested a cancelation, the delivery department had not yet processed the refundTo resolve this matter, a full refund was processed today March 20, 2017, under return receipt number ***The credit of $780.15- will be credited back to Ms*** account within to business days from today’s dateAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a refund has been issued and will post to her account shortly, 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:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Seana C***
July 14, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator. Upon receiving Mr***
complaint, we reviewed the notes in our service system, as well as the information regarding the Home Warranty coverage he purchased for the refrigerator. Our records show that the repair to Mr*** refrigerator was completed on July 13, 2016, with the installation of a drier assembly, evaporator, compressor, and condenser assembly. Furthermore, we found that the Home Warranty coverage was canceled on July 12, 2016, and a refund of $was processed. However, the cost of the aforementioned parts ($626.33) was charged to the Home Warranty when they were ordered on June 21, 2016; prior to the cancelation of the coverage. It appears that Mr*** refrigerator was repaired at no cost since he received a full refund of the Home Warranty that was originally purchased to cover the cost of repairing his refrigerator. With that said, since we have completed the repair to Mr*** refrigerator and documented his concerns with the repair process, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, *** ***Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Mr* *** complaint regarding his service experience Mr*** was contacted by our
service management and for customer satisfaction he was offered a reimbursement of $for laundry expense due to the incorrect information provided by our service technician caused a delay in the completion of his serviceThe request to process this reimbursement was sent on February 22, back on his *** card ending in ***Mr*** should see this credit back on his card within to business daysSince it is our understanding that this resolution was acceptable to Mr*** we have closed our 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 *** *** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
August 11,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Gracie ***
Dear Ms***,
We have completed the investigation of Ms***'s
complaint regarding her online order
After researching the order our records show that Ms*** placed an order for six different items which came to a subtotal of $After adding the shipping fee of $plus tax of $the final total came to $Ms*** paid with $in Shop Your Way Reward points and the remaining $was paid for by her Visa account ending in Additionally, we sent an email correspondence with the breakdown of the charges along with a copy of her Shop Your Way Reward account for her recordsShould Ms*** have any questions regarding her Shop Your Way Reward points she may contact (800) ***We apologize for any confusion with Ms***'s online order and we hope that in the future she will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms***'s concerns and 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
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** - Thomas *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the fact that repairs for his
tractor would not be covered under his warranty or Repair Protection Agreement (RPA) While we understand that Mr*** was upset to learn that the necessary repairs were not covered, we do not find that the technician did anything wrongWe did find that the service technician took a total of pictures of the tractor at various angles and close ups It is evident from the pictures that the tractor was run without sufficient oilMr*** tractor holds ozof oil, based on the pictures taken by our technician we can tell there was not ozof oil in the engine when it blew, if there had been there would have been a very large oil residue stain not only on the area where the hole is but oil reside would have been in various crevices around the tractorBased on the evidence of the pictures our Service Technical Assistance department informed the technician that the repairs would not be covered under the manufactures warranty or the RPAThis was not a decision made by the technician aloneThe fact is that both the warranty and the Repair Protection Agreement (RPA) are designed to cover repairs necessary due to defects in materials or workmanship or for ordinary wear and tear. However, both the warranty and the RPA clearly note that they do not cover expendable items such as blades, routine maintenance, and any repairs necessary due to operator abuse or negligence It is important to note that the RPA does provide 25% off for non-covered repairs if he would like for Sears to repair his tractor this discount would be applied to the cost of the full repairIf Mr*** feels that the RPA holds no value to him we will be happy to refund him the cost of the RPA, he need only contact our benefits department at 1-800-827-and request a cancellation of the RPA and a refund will be processed Since we have addressed Mr*** complaint and explained why his repairs are not covered under either of his warranties we have closed our case 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 Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
August 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # - Sally J ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the problems she encountered when she attempted to schedule service for her dehumidifier
Upon receipt of Ms*** complaint we reached out to Bhavesh ***, District Service Manager for Unit 7035, to assist with Ms*** concernsMr*** reviewed the complaint and confirmed that we did not have a certified Sears' technician to perform an on-site repair on the dehumidifierMr*** reached out to our authorized service providers that are contracted in the area to locate a certified technicianRegrettably, after multiple attempts, we were informed that a qualified technician was not availableWe then reached out to our HVAC team to assist with locating a technician that was certified to repair dehumidifiersAt this point, it was discovered that the dehumidifier was a portable unit, and it was not installed with the HVAC unitsAs clarification, typically a repair that requires an "on-site" technician for a dehumidifier is because the unit is hard-wired with the HVAC unitsA portable unit is typically is considered a "carrepair" and a customer will drop it off at a Sears repair center for all repairsMs*** explained that the dehumidifier is set up as "on-site" repair because it is installed with plumbing to drain outsideTherefore, the protection agreement she purchased was for a technician to repair on-site instead of a carry-inDuring the process of locating a technician, our HVAC team also discovered that Ms*** dehumidifier model is a safety recalled unit
With that being said, we contacted Ms*** and offered a replacement dehumidifierWe provided Ms*** the authorization amount and instructions for the replacementFor her inconvenience and frustration for the delay, we offered Ms*** a $gift card and she accepted the offerMs*** should receive the gift card within business days via regular mailIn the interim, since it is our understanding in speaking with Ms*** that the replacement of the dehumidifier and the gift card are resolutions that met with her approval, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-***direct
Matilda.***@searshc.com
July 18,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the repair of his
tractor
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, Territory Member Advocate Team Member. Ms*** contacted Mr*** and discussed his complaint and agreed to refund him the cost of the upgraded tractor. That being said, because we have provided Mr*** with his requested resolution, we have closed our files
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 Complaints Specialist
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sears has refunded the money owed to me
Sincerely,
Richard ***
Complaint: ***
I am rejecting this response because: I put the potato in the microwave and hit the potato buttonI walked outside but my wife and son was in the kitchen when it caught on fireYour technition is the same guy who came out almost hours late at 6pm, the prevoius week and said "nothing" was wrong with the microwave when we expressed concern that it was not working properlyOf course he is going to say it was our fault because he would probably get in trouble for sticking a glass of water in there setting the timer for minutes, once the water boiled said it worked finemin I can get water to boil on the stoveI will never buy another Sears product because you do not stand behind your products
Sincerely,
Tim H***
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 ? I would however like to add a comment to which I am very concerned aboutPer the letter that I rec'd in the mail from Sears, dated March 13, (mailed on March 14th) and rec'd on Saturday, March 18th Sears wrote that as a courtesy for the inconvenience they have waived the 30% restocking fees As per Sears, *** *** our cabinets were never on order in the 1st place so this is the how Sears gets out of a jam, by down right lyingNo wonder I had such a hard time dealing with this well known company, shame on me.I really appreciate the help from the Better Business and sad that it had to come to this
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Georgina B J*** Dear *** *** We have completed our investigation of MsJ*** complaint regarding services under her Sears Home Warranty We would
first like to point out that *** *** ** *** Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** *** *** (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsJ*** contract We reached out to CCHS and we informed of the following: Regarding the Garage door opener: MsJ*** opened a claim on her garage door opener on June 21, the garage door opener was repaired with refurbished parts since manufacture parts are no longer availableOn August 1, MsJ*** called to open a potential recall for the garage door opener but the service technician could find no mechanical failures with it and the claim was closedOn September 11, a Supervisor contacted MsJ*** regarding a complaint she submitted regarding her garage door repairMsJ*** was refunded the deductible as a customer service jester and an appointment was scheduled with a new service company for a second opinion on the garage doorBefore the second appointment was scheduled MsJ*** emailed the supervisor on Sept 18, and requested the appointment be cancelled as the garage door was operating properly Regarding MsJ*** electrical claim: MsJ*** opened a claim for her main panel on July 31, The first electrical report stated that the main panel was melted and the bus bar, breaker and panel box was shortedThe replacement price quoted to CCHS was higher than industry standard therefore a second electrician was assigned for a second opinionThe electrician stated that whoever installed the main panel originally installed all of the heavy breakers next to each other which creates a hot spot in the panelamps were installed and should have installed ampsThe lack of amps is causing the system to overheatThe electrician recommended to have the panel upgraded to a ampMsJ*** was contacted and advised that the claim would not be addressed due to the issue was the need of upgrades per Section IVof the warranty agreement: This Agreement does not cover any costs associated with construction, carpentry, or other modifications made necessary by the existing equipment or installation of different equipmentThis Agreement does not cover any costs associated with any upgrades or modifications required to comply with federal, state, and local law, code, regulation, or ordinanceAll such costs are your responsibility Since we have addressed MsJ*** complaint and explained why the electrical repair is not covered under her Sears Home Warranty and it is our understanding that per MsJ*** the garage door is working we have closed this case We apologize to MsJ*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
December 10, 2015Nita ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611Re: # -
Timothy B ***Dear Ms
***:We have completed
our investigation of Mr***’s complaint regarding service for his Kenmore
Dishwasher.Upon receipt of Mr
***’s
complaint, we found that he had previously been in contact with MrGabe ***
in our escalated complaint departmentMr*** confirmed that the dishwasher
is now working well and provided Mr*** a Master Protection Agreement at
no cost to him with Mr***’s agreementIf Mr*** is still in need
of assistance he can contact Mr*** directly at 888-266-extSince
the dishwasher is in working condition and it is our understanding that the
resolution provided was acceptable to Mr*** we have closed our 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,Vanessa L
***Regulatory
Complaint SpecialistSears Holdings
Corporation***
directVanessa.L.***@searshc.com