December 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her refrigerator repair and her
request to have the unit replaced First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator While we empathize with Ms*** she does not qualify for a replacement refrigerator. As clarification, the Service Smart Agreement (SSA) that Ms*** purchased for his refrigerator on August 23, 2016, is a repair agreement that provides repairs for one year, with a coverage cap of $per repair; there is no limitation on the number of repairs It is the only agreement available for certain non-functioning appliances and has strict guidelines as to when a replacement will be offered Under the SSA, if a repair in any single service call exceeds $500.00, the consumer may choose to pay the amount over the $for the repair of the appliance or accept $in credit (maximum amount allowed) towards a replacement from Sears. However, if neither of these options is accepted, the consumer can cancel the coverage for a full refund of the purchase price of the contract. In Ms*** case, no repair exceeded $nor did a Sears technician deem her refrigerator un-repairable. At this time, our records show that the repair to Ms*** refrigerator was completed on December 15, 2016; the technician installed a control boardIn summary, since we have explained why Ms*** has not been offered a replacement, and we have repaired her refrigerator in accordance with the terms of her SSA, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding service on her refrigerator Our records show that
on January 13, Ms*** was scheduled for service between am that pmAt 11:30am Ms*** called to request an ETA on the service technician and at that time stated she was offered a $GCOur Customer Service representative informed her we had no record of this but would research the issueMs*** was offered a new service date of January 16, since our service tech was not going to be able to arrive for service on January 13, Ms*** refused to reschedule the service to fix the bottom drawer of the refrigerator and that service order was closedWe also show that Ms*** contacted Sears again on February to fix the bottom drawer of her refrigerator, when our service technician arrived on February 13, he found that the bottom drawer had been put in incorrectly by Ms*** and he corrected thisThe refrigerator was working properly and needed no serviceOur research has shown no records of a gift card being offered due to our service tech unable to keep the scheduled service for January Since our research has no offer of a gift card for any amount made to Ms*** within the last six months and the bottom drawer of the refrigerator was adjusted correctly we have closed this case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Initial Business Response /* (1000, 13, 2015/06/08) */
June 8,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #***-*** *** ***
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding
a recent service call
We have spoken with Mr*** and he was provided with a resolution that he found to be satisfactoryAccordingly, we respectfully ask that this matter be considered closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 15, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a refund
Final Business Response /* (4000, 19, 2015/07/06) */
June 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: *** *** ***
Dear Ms***
We have completed the investigation of Mr***'s rebuttal
We have spoken with Mr*** and he confirmed that he did actually receive his refundAccordingly, we respectfully ask that this matter remain closed
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
Sears Holdings Corporation
(XXX) XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 21, 2015/07/07) */
(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 satisfactory to me
Thank you, Better Businees BureauWithout your help, I do not think that this matter would have been resolved fairly for meThanks again.
Sincerely,
Leslie S***
March 17,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with quality of the service performed on her
vehicle
It is unfortunate that we failed Ms*** expectations when she recently had her vehicle servicedWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We reached out to Auto Center Manager Jenny *** to assist with her concernsAfter discussing the battery replacement and the starting issues, Ms*** offered her an $reimbursement and she accepted the offerWith that being said, since it is our understanding in speaking with Ms*** that the reimbursement is a resolution that met with her approval, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
June 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer and his request to have the
unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr*** complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that Mr*** renewed the Master Protection Agreement (MPA) on February 28, 2014. Within the last year, Mr*** has had four service calls completed, but only two qualifying repairs. On August 20, 2015, under service order *** a pump and switch were installed. Under service order *** (completed January 8, 2016), a switch was installed. On June 24, 2016, under service order *** the technician advised Mr*** that he needed to contact a licensed plumber to have an anti-siphon kit installed. The last service call was completed on July 29, 2016, under service orde* *** and the technician found no operational issues While we understand that Mr*** is frustrated and feels that his washer should be replaced, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” As we stated previously, Mr*** has only had two qualifying repairs to date. While we are unable to replace Mr*** washer at this time, as a courtesy, we have processed a six-month extension to the MPA he carries on his washer. The coverage now expires on May 26, 2017. With that said, since we have explained why a replacement is currently not an option for Mr***, and documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
May 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** *** * * *** Dear *** *** We have completed the investigation of *** *** *** *** rebuttal to our previous responseAs we stated in our original response, Sears determines what the authorization amount will be for a comparable unit. Mr*** amount has already been increased twice, as a courtesy, and the final amount is $730.00. No further adjustments will be made. Again, if the *** do not wish to accept the authorized amount, the alternative is a refund of their protection agreement - $113.83; they can contact the Protection Agreement Department to request this refund. With that said, since Mrand Mrs*** have been authorized a replacement in accordance with the terms of the MPA, we have closed our fileSincerely, *** *** Regulatory Complaints Specialist
January 8, *** *** 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 her request for a refund 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 in the order we found that the full refund had been processed on December 17, 2016, for $For Ms*** records the refund receipt number is *** Should Ms*** have any questions regarding her refund, she may contact me via email at *** Additionally, 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, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 6,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have not fully completed our investigation of Ms*** complaint regarding the problems she encountered when she
requested service on her *** elliptical
We apologize for the delay in responding to this complaintAs clarification, the warranty on the *** elliptical is held by *** FitnessWe forwarded this matter to Nova H*** with *** Fitness to research and are currently awaiting her responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us ten business days to come to a decisionIn the interim, should MsR*** have any questions, she may contact me directly at ***
We apologize to MsR*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Barbara G***
May 23,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding his recent repair of his lawnmower
Upon
receiving *** *** complaint, we escalated his concerns to *** ***, CarCustomer Escalation Lead*** *** spoke with *** *** and agreed to send a new blade along with a $gift card to cover 33% of the labor charge. That being said, because we have provided *** *** with an agreed upon resolution, we respectfully request this complaint be closed
We apologize to *** *** 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 North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her *** Refrigerator We apologize
that Ms*** refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decisionIt is important to note that the Lemon clause Ms*** quotes, is a clause under the Sears Master Protection Agreement and not part of the *** manufacture warranty With that being said although Sears sells many different Brands, unlike other retailers Sears is contracted by many of these manufactures to provide service for their warrantied itemsIn Sears was contracted with *** for any manufacture warranty service and all repairs were done and completed per the terms and conditions of the *** manufacture warranty It is unfortunate that Ms*** 2014 *** refrigerator did not live up to her expectations but since Ms*** is outside the day return period we are unable to refund her the purchase of the *** refrigeratorWe’d also like to point out that the last service call on Ms*** refrigerator was in October 2015, the next contact we have from Ms*** was on March 6, 2017, that is months after the last service from Sears and well past the Sears day service guarantee Since we have explained why we are not able to refund Ms* *** or offer her an exchange for the out of warranty *** refrigerator as she request we have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
July 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a recent oven repair First,
we would like to apologize to Ms*** for failing her expectations in regard to a recently completed oven repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon reviewing Ms*** complaint and the notes in the two service orders, we agree that there is a possibility that the two issues may have been relatedTherefore, as a one-time customer courtesy, we have processed a refund in the amount of $75.00; the second service fee collected on June 24, Ms*** should receive a check in the next two weeksWith that said, since we have documented Ms*** concerns with the repair process and provided the aforementioned remuneration, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely,
*** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meStore manager *** *** did an awesome job to resolved this matterI hope *** can learn how to deal with consumers from him
Sincerely,
*** ***
Initial Business Response /* (1000, 13, 2015/04/29) */
April 29,
***
***
***
***
***
***
We have completed our investigation of* complaint
regarding her *** refrigerator
We were able to locate a service document from *** regarding the issue*** was experiencingPer the service document we replaced the drain and drain tube as well as*** ice maker all at no cost to her since *** covered the cost.*** confirmed the ice maker was working well and she has not had any issues with leakingWe also informed*** that since we have performed the service as recommended by *** if she continues to have issues with her refrigerator we recommend she contact *** directly since she is outside her manufactures warrantySince we have completed repairs to*** refrigerator and explained why Sears would not be replacing her refrigerator we have closed our case
We apologize to*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
***
***
***
Initial Consumer Rebuttal /* (2000, 15, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are satisfied with Sears quick response and resolution to our complaintThe company representative and technician handled the case with diligence and a high level of professionalism
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this plan for resolution is satisfactory to me
I reserve the right to reopen my complaint if it is not resolved to my satisfaction.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/07/23) */
July 23,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms.***
We have completed the investigation of Mr*** complaint regarding
a lack of assistance with the return and refund of a damaged sears.com order
It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that Mr*** was assisted by our Executive Member Services teamMr*** order was refunded to his Visa account ending in *** on July 10, 2015, and pick up of the damaged changing table was arranged for July 26, We are committed to providing a fair and equitable resolution and at any time during this process, Mr*** is welcome to contact his Case Manager *** at (*** We truly regret any inconvenience Mr*** may have experienced and can assure him that his concerns have been documentedWe respectfully ask to have this matter closed pending the completion of the proposed resolution
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 Consumer Rebuttal /* (2000, 7, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although the process took much longer than expected, Sears returned my money and finally picked up the damaged product
September 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Kimberly *S*** - * *** Dear *** *** We have completed our investigation of MsS*** complaint regarding her washer repair It
is regrettable that we failed MsS*** expectations in regard to our recent attempt to repair her washerWe value MsS*** patronage, and we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure MsSmith that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to MsS*** for any inconvenience we may have caused Upon receiving MsS*** complaint, we contacted the local service unit for assistance. Laura with *** subsequently contacted our billing department to request that any outstanding bill for the part be clearedWith that said, since we are honoring MsS*** request to not pursue her further for payment for the part she was sent, we ask that this matter be closed Again, we apologize to MsS*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
September 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * Lindsey A***
Dear *** ***
We have completed the investigation of MsA*** complaint regarding the problem she encountered when she attempted
to return her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMsA*** mentioned that she purchased the bicycle onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Kmart return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policyAccording to our records, MsA*** purchased the bicycle on June 30, and *** delivered the order on July 5, MsA*** mentioned on her complaint that she attempted to return the bicycle on August 6, 2017; therefore, she was over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Kmart is no differentIt would not be fair to make an exception for MsA***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor MsA*** request
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
October 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Terry JB*** - # *** Dear *** *** We have completed our investigation of MsB***’s complaint regarding her range It is
regrettable that we failed MsB***’s expectations in regard to her range. We value MsB***’s patronage and we would like to assure MsB*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to MsB*** for any inconvenience or frustration we may have caused Upon receiving MsB***’s complaint, we contacted the local service unit for assistance. Field Operations Manager James B*** responded that his technician, Gerald P*** examined MsB***’s range on October 3, 2017. MrP*** found that a piece of the trim on the bottom drawer was askew. He was able to reapply the trim so it was flush with the oven door. MrB*** spoke with MsB*** after the repair was completed and she indicated that she was pleased with the service. With that said, since it is our understanding that MsB***’s concerns have been satisfactorily addressed, we ask that this matter be closed Again, we apologize to MsB*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
December 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her refrigerator repair and her
request to have the unit replaced First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator While we empathize with Ms*** she does not qualify for a replacement refrigerator. As clarification, the Service Smart Agreement (SSA) that Ms*** purchased for his refrigerator on August 23, 2016, is a repair agreement that provides repairs for one year, with a coverage cap of $per repair; there is no limitation on the number of repairs It is the only agreement available for certain non-functioning appliances and has strict guidelines as to when a replacement will be offered Under the SSA, if a repair in any single service call exceeds $500.00, the consumer may choose to pay the amount over the $for the repair of the appliance or accept $in credit (maximum amount allowed) towards a replacement from Sears. However, if neither of these options is accepted, the consumer can cancel the coverage for a full refund of the purchase price of the contract. In Ms*** case, no repair exceeded $nor did a Sears technician deem her refrigerator un-repairable. At this time, our records show that the repair to Ms*** refrigerator was completed on December 15, 2016; the technician installed a control boardIn summary, since we have explained why Ms*** has not been offered a replacement, and we have repaired her refrigerator in accordance with the terms of her SSA, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding service on her refrigerator Our records show that
on January 13, Ms*** was scheduled for service between am that pmAt 11:30am Ms*** called to request an ETA on the service technician and at that time stated she was offered a $GCOur Customer Service representative informed her we had no record of this but would research the issueMs*** was offered a new service date of January 16, since our service tech was not going to be able to arrive for service on January 13, Ms*** refused to reschedule the service to fix the bottom drawer of the refrigerator and that service order was closedWe also show that Ms*** contacted Sears again on February to fix the bottom drawer of her refrigerator, when our service technician arrived on February 13, he found that the bottom drawer had been put in incorrectly by Ms*** and he corrected thisThe refrigerator was working properly and needed no serviceOur research has shown no records of a gift card being offered due to our service tech unable to keep the scheduled service for January Since our research has no offer of a gift card for any amount made to Ms*** within the last six months and the bottom drawer of the refrigerator was adjusted correctly we have closed this case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Initial Business Response /* (1000, 13, 2015/06/08) */
June 8,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #***-*** *** ***
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding
a recent service call
We have spoken with Mr*** and he was provided with a resolution that he found to be satisfactoryAccordingly, we respectfully ask that this matter be considered closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 15, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a refund
Final Business Response /* (4000, 19, 2015/07/06) */
June 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: *** *** ***
Dear Ms***
We have completed the investigation of Mr***'s rebuttal
We have spoken with Mr*** and he confirmed that he did actually receive his refundAccordingly, we respectfully ask that this matter remain closed
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
Sears Holdings Corporation
(XXX) XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 21, 2015/07/07) */
(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 satisfactory to me
Thank you, Better Businees BureauWithout your help, I do not think that this matter would have been resolved fairly for meThanks again.
Sincerely,
Leslie S***
March 17,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with quality of the service performed on her
vehicle
It is unfortunate that we failed Ms*** expectations when she recently had her vehicle servicedWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We reached out to Auto Center Manager Jenny *** to assist with her concernsAfter discussing the battery replacement and the starting issues, Ms*** offered her an $reimbursement and she accepted the offerWith that being said, since it is our understanding in speaking with Ms*** that the reimbursement is a resolution that met with her approval, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
June 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer and his request to have the
unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr*** complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that Mr*** renewed the Master Protection Agreement (MPA) on February 28, 2014. Within the last year, Mr*** has had four service calls completed, but only two qualifying repairs. On August 20, 2015, under service order *** a pump and switch were installed. Under service order *** (completed January 8, 2016), a switch was installed. On June 24, 2016, under service order *** the technician advised Mr*** that he needed to contact a licensed plumber to have an anti-siphon kit installed. The last service call was completed on July 29, 2016, under service orde* *** and the technician found no operational issues While we understand that Mr*** is frustrated and feels that his washer should be replaced, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” As we stated previously, Mr*** has only had two qualifying repairs to date. While we are unable to replace Mr*** washer at this time, as a courtesy, we have processed a six-month extension to the MPA he carries on his washer. The coverage now expires on May 26, 2017. With that said, since we have explained why a replacement is currently not an option for Mr***, and documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
May 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** *** * * *** Dear *** *** We have completed the investigation of *** *** *** *** rebuttal to our previous responseAs we stated in our original response, Sears determines what the authorization amount will be for a comparable unit. Mr*** amount has already been increased twice, as a courtesy, and the final amount is $730.00. No further adjustments will be made. Again, if the *** do not wish to accept the authorized amount, the alternative is a refund of their protection agreement - $113.83; they can contact the Protection Agreement Department to request this refund. With that said, since Mrand Mrs*** have been authorized a replacement in accordance with the terms of the MPA, we have closed our fileSincerely, *** *** Regulatory Complaints Specialist
January 8, *** *** 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 her request for a refund 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 in the order we found that the full refund had been processed on December 17, 2016, for $For Ms*** records the refund receipt number is *** Should Ms*** have any questions regarding her refund, she may contact me via email at *** Additionally, 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, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 6,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have not fully completed our investigation of Ms*** complaint regarding the problems she encountered when she
requested service on her *** elliptical
We apologize for the delay in responding to this complaintAs clarification, the warranty on the *** elliptical is held by *** FitnessWe forwarded this matter to Nova H*** with *** Fitness to research and are currently awaiting her responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us ten business days to come to a decisionIn the interim, should MsR*** have any questions, she may contact me directly at ***
We apologize to MsR*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Barbara G***
May 23,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding his recent repair of his lawnmower
Upon
receiving *** *** complaint, we escalated his concerns to *** ***, CarCustomer Escalation Lead*** *** spoke with *** *** and agreed to send a new blade along with a $gift card to cover 33% of the labor charge. That being said, because we have provided *** *** with an agreed upon resolution, we respectfully request this complaint be closed
We apologize to *** *** 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 North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her *** Refrigerator We apologize
that Ms*** refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decisionIt is important to note that the Lemon clause Ms*** quotes, is a clause under the Sears Master Protection Agreement and not part of the *** manufacture warranty With that being said although Sears sells many different Brands, unlike other retailers Sears is contracted by many of these manufactures to provide service for their warrantied itemsIn Sears was contracted with *** for any manufacture warranty service and all repairs were done and completed per the terms and conditions of the *** manufacture warranty It is unfortunate that Ms*** 2014 *** refrigerator did not live up to her expectations but since Ms*** is outside the day return period we are unable to refund her the purchase of the *** refrigeratorWe’d also like to point out that the last service call on Ms*** refrigerator was in October 2015, the next contact we have from Ms*** was on March 6, 2017, that is months after the last service from Sears and well past the Sears day service guarantee Since we have explained why we are not able to refund Ms* *** or offer her an exchange for the out of warranty *** refrigerator as she request we have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
July 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a recent oven repair First,
we would like to apologize to Ms*** for failing her expectations in regard to a recently completed oven repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon reviewing Ms*** complaint and the notes in the two service orders, we agree that there is a possibility that the two issues may have been relatedTherefore, as a one-time customer courtesy, we have processed a refund in the amount of $75.00; the second service fee collected on June 24, Ms*** should receive a check in the next two weeksWith that said, since we have documented Ms*** concerns with the repair process and provided the aforementioned remuneration, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely,
*** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meStore manager *** *** did an awesome job to resolved this matterI hope *** can learn how to deal with consumers from him
Sincerely,
*** ***
Initial Business Response /* (1000, 13, 2015/04/29) */
* complaint
April 29,
***
***
***
***
***
***
We have completed our investigation of
regarding her *** refrigerator
We were able to locate a service document from *** regarding the issue*** was experiencingPer the service document we replaced the drain and drain tube as well as*** ice maker all at no cost to her since *** covered the cost.*** confirmed the ice maker was working well and she has not had any issues with leakingWe also informed*** that since we have performed the service as recommended by *** if she continues to have issues with her refrigerator we recommend she contact *** directly since she is outside her manufactures warrantySince we have completed repairs to*** refrigerator and explained why Sears would not be replacing her refrigerator we have closed our case
We apologize to*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
***
***
***
Initial Consumer Rebuttal /* (2000, 15, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are satisfied with Sears quick response and resolution to our complaintThe company representative and technician handled the case with diligence and a high level of professionalism
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this plan for resolution is satisfactory to me
I reserve the right to reopen my complaint if it is not resolved to my satisfaction.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/07/23) */
July 23,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms.***
We have completed the investigation of Mr*** complaint regarding
a lack of assistance with the return and refund of a damaged sears.com order
It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that Mr*** was assisted by our Executive Member Services teamMr*** order was refunded to his Visa account ending in *** on July 10, 2015, and pick up of the damaged changing table was arranged for July 26, We are committed to providing a fair and equitable resolution and at any time during this process, Mr*** is welcome to contact his Case Manager *** at (*** We truly regret any inconvenience Mr*** may have experienced and can assure him that his concerns have been documentedWe respectfully ask to have this matter closed pending the completion of the proposed resolution
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 Consumer Rebuttal /* (2000, 7, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although the process took much longer than expected, Sears returned my money and finally picked up the damaged product
September 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Kimberly *S*** - * *** Dear *** *** We have completed our investigation of MsS*** complaint regarding her washer repair It
is regrettable that we failed MsS*** expectations in regard to our recent attempt to repair her washerWe value MsS*** patronage, and we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure MsSmith that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to MsS*** for any inconvenience we may have caused Upon receiving MsS*** complaint, we contacted the local service unit for assistance. Laura with *** subsequently contacted our billing department to request that any outstanding bill for the part be clearedWith that said, since we are honoring MsS*** request to not pursue her further for payment for the part she was sent, we ask that this matter be closed Again, we apologize to MsS*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
September 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * Lindsey A***
Dear *** ***
We have completed the investigation of MsA*** complaint regarding the problem she encountered when she attempted
to return her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMsA*** mentioned that she purchased the bicycle onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Kmart return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policyAccording to our records, MsA*** purchased the bicycle on June 30, and *** delivered the order on July 5, MsA*** mentioned on her complaint that she attempted to return the bicycle on August 6, 2017; therefore, she was over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Kmart is no differentIt would not be fair to make an exception for MsA***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor MsA*** request
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
October 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Terry JB*** - # *** Dear *** *** We have completed our investigation of MsB***’s complaint regarding her range It is
regrettable that we failed MsB***’s expectations in regard to her range. We value MsB***’s patronage and we would like to assure MsB*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to MsB*** for any inconvenience or frustration we may have caused Upon receiving MsB***’s complaint, we contacted the local service unit for assistance. Field Operations Manager James B*** responded that his technician, Gerald P*** examined MsB***’s range on October 3, 2017. MrP*** found that a piece of the trim on the bottom drawer was askew. He was able to reapply the trim so it was flush with the oven door. MrB*** spoke with MsB*** after the repair was completed and she indicated that she was pleased with the service. With that said, since it is our understanding that MsB***’s concerns have been satisfactorily addressed, we ask that this matter be closed Again, we apologize to MsB*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist