December 21, 2017Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** - Beth Vandiver Dear Ms***We have completed the investigation of Ms* *** complaint regarding the purchase of a dishwasher and a microwave.After
reviewing Ms* *** complaint and our records, we contacted our installation department to archive the order in questionOnce completed, we were able to determine that in the day of installing Ms* *** purchased appliances, October 28, 2017, the installer called in to report that that installation of Ms* *** dishwasher could not be completed due to having a temporary shut off valve that is only to be used onceWhen Ms*** was informed that she had to have a plumber replace the valve, she became upset and informed our installer that she no longer wanted her appliancesThe installer took the appliances as requestedOur records show that on October 28, credits totaling $were issued back to the original form of paymentIn addition, on October 31, the remainder credits totaling $was also issued back to the original form of paymentBased on the credits issued, Ms*** was credited accordinglyAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905 imx integrated member experience
July 17, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** *** Dear Ms*** We have completed the investigation of MsO*** complaint regarding her inability to
schedule her annual maintenance check under the agreement she purchased from a technician when he repaired her refrigerator the year beforeOur records indicate that MsO*** was able to have her maintenance check done on April 6, 2017, and her protection agreement was extended out so that it does not expire under July 26, If she needs any actual repair done, she would need to call us before that dateIn the interim, since we do show that the maintenance call was provided as requested, we have closed our file.We apologize to MsO*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,D*** S*Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
July 23, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear MsV*** We have completed the investigation of MrM*** complaint regarding the denial of a repair on his
dishwasher by saying it was not covered.As clarification, the agreement on the dishwasher did state that modifications to the appliance could cause for it to not be coveredHowever, MrM*** indicated that it was a Sears tech that made an epoxy repair to the tub and not himOur system only retains service records for approximately years and MrM*** had owned the dishwasher for approximately eleven yearsSo even if we had repaired at some point, we would not have the record any longer potentiallyAs such, we felt it was fair to authorize MrM*** to receive a replacement dishwasherOur system shows that he has since used his authorization for a new dishwasher so we have closed our file.We apologize to MrM*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,D*** S*Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
Contact Name and Title: MELISSA ***
September 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Daniel *** - # 945***
Dear Ms***:
We have completed our investigation Mr***'s complaint regarding his laundry
center
Upon researching Mr***'s complaint, we found that he filed nearly an identical complaint with your agency in October of Furthermore, a review of our records shows that no repairs have been completed to Mr***'s laundry center through Sears Home ServicesA service call was scheduled for September 25, 2014, but that call was canceled and no further service has been requested since thenWe feel is it important to point out that Mr***'s laundry center was purchased nearly seven years ago and is no longer covered by any manufacturer's warranty and he does not carry a protection agreementBased upon the complete absence of any service history, lack of warranty or extended coverage, we find that no accommodations are necessaryIf Mr***'s laundry center is in need of repair, any related labor and part costs will be his sole financial responsibilityWith that said, since we find Mr***'s complaint to be without merit, we ask that this matter be closed
We appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
all we wanted was the tools ,its very funny how the item was said to be out stock but the online store showed it was in stock and ready for cart to buy,so we went to a sear's store and they had in stock on the store floor and I ask the store to please call and see if they had them in warehouse ready to ship out to fill an online order and they had them in stock so why mine just fell though is any ones guess but if this keeps up with sears they will lose and that's sad that a store like sear's once was is going down hill fast ** ***
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,
*** ***
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,
Emily ***
March 7, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Troy *** - # *** Dear Ms***: We have completed the investigation of Mr*** rebuttal to our previous response As we stated in our previous response, the refrigerator is cooling; the noises are not interfering with the operation of the unit. Furthermore, the owner’s manual states that the refrigerator is noisy and we detailed the types of noises the unit emits. While Mr*** is dissatisfied with his refrigerator, he is outside Sears’s 30-day return policy and since there are no documented failures with the unit, an exception to this policy cannot be made. However, since Mr*** refrigerator carries a one-year manufacturer’s warranty that is in effect until November 22, 2017; should any repairs be needed, the cost of parts and labor should be covered under the warranty. With that said, the warranty does not provide for a replacement unless the refrigerator is found to be un-repairable. In summary, since we have addressed Mr*** follconcerns and we have reiterated why a replacement is currently not an option, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
June 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with repairs
performed by Sears Auto Center and her subsequent request for a refund. It is unfortunate that we failed Mrs*** expectations when she recently visited our Sears Auto CenterWe value her patronage and can assure her that her concerns have been forwarded to management for review. As a result of this action, we revealed that our Sears Auto Center Manager spoke to Mrs*** and on April 17, 2017, provided her with a refund of $1,113.37. If Mrs*** has any further concerns or questions about this issue, she may contact *** *** Manager for Sears Auto Center number *** at (*** *** At this time, we can only reiterate that we regret any inconvenience Mrs*** may have experienced We respectfully ask to have this matter closed, since we have documented her concerns and provided the requested resolution 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 *** *** *** ***
December 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the repair
to his refrigerator It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely regret any inconvenience Mr*** may have experienced Upon receiving Mr*** complaint, we forwarded the matter to the local service unit. Unfortunately, the repair to Mr*** refrigerator was delayed because the part did not arrive. The repair to the refrigerator was finally completed on December 20, 2016, with the installation of a compressor and drier assembly. Mr*** does not carry extended coverage on the refrigerator, and his exceptional parts warranty does not provide any benefits other than a covered repairWith that said, as a courtesy, we have processed a check for $to off-set any food loss Mr*** may have incurredThe check was requested on December 23, 2016, so Mr*** should receive it in the next two weeksIn the interim, since the repair to Mr*** refrigerator has been completed in accordance with the terms of his exceptional parts warranty, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** ***#*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a Heat Pump purchased from SearsSears Home Improvement Products has
approved the replacement of Mr***’s heat pumpThe equipment has been ordered and the replacement will be taking place soonThe local contractor service manager will be contacting Mr*** to schedule the installationSears is covering the full cost of replacementIf Mr*** has any additional questions or concerns, his contact Lionel *** from Sears Home Improvement can be reached at ***/***-***That said we ask that this complaint be closed pending further contactWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
June 17,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** complaint regarding a washer and dryer that did
not work properly
We have received Mr*** complaint and apologize that his washer and dryer did not work as designed. Unfortunately, due to the units being ** branded, they are repaired by the manufacturer, **, rather than Sears. Mr*** requested a refund to which was granted and has since been received. We again apologize to Mr*** and because we have addressed Mr*** complaint, we respectfully request this complaint be closed
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
***
***
November 28, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Maria *** - # *** Dear Ms***: We have completed the investigation of Ms*** rebuttal to our previous response As we stated previously, Ms*** mother authorized the technician to complete the cleaning after she was provided an estimate; she was not pressured into authorizing the additional services. Furthermore, it is Ms*** prerogative to decline the goodwill refund offer of $200.00, but no further considerations will be forthcoming. Again, we have documented Ms*** information, but our decision remains unchanged. If Ms*** would like to accept the aforementioned offer of $200.00, she can contact Ms*** at (740) 201-3008, and ask that a Customer Release Form (CRF) can be sent to her. In the interim, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
The facts stated by Ms*** are accurateI now have a replacement mower and we're satisfied with itIt's unfortunate that it took me taking matters into my own hands and contacting the Revdex.com to appropriately resolve this
matterI expected more from a company that has been in business as long as SearsI also expected better treatment from the managersI was treated poorly and the delays were unreasonable (and I was paying for all of this)Thanks for assisting me in getting this issue resolvedSometimes the system does work in favor of the consumer
August 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of MrB*** complaint regarding the repair to his washer and his request
for a partial service refund First, we would like to apologize to MrB*** for failing his expectations in regard to the repair of the washer. Upon reviewing MrB*** complaint and his service order, we confirmed that the technician did not install the partTherefore, we processed a refund for $($and $tax). MrB*** should receive a check in the next two weeksWith that said, since we have honored MrB*** request for a partial service refund, we ask that this matter be closed Again, we apologize to MrB*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
November 30, 2015Nita ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611Re: Darlene *** - # 10970842Dear Ms***:We have completed the
investigation of Ms***’ complaint regarding the scheduling of a dryer service
appointment.First, we would like
to
apologize to Ms*** for failing her expectations in regard to the scheduling
of her dryer repair. Additionally, we
would like to assure Ms*** that we appreciate her valuable feedback, since
we compile this information to identify any negative trends and work towards
rectifying any shortcomings within our customer service network. Accordingly, we forwarded Ms***’ complaint
to the appropriate management teams for review and we are confident that her
concerns will be thoroughly addressed Again,
we appreciate the opportunity to address Ms***’ concerns.On November 30, 2015, we
spoke with Ms*** in regard to her complaintMs*** explained that her
dryer was now working and she is arranging to have it side-vented, as
recommended by our delivery team.
Additionally, she voiced her disappointment with the customer service she
received when she called to schedule a repair appointment. As an apology and a conciliatory gesture for
any frustration Ms*** may have experienced, we offered a $gift card,
which Ms*** acceptedThe gift card request was submitted November 30th,
so Ms*** can expect to receive it within the next two weeks In summary, since we have confirmed that Ms
***’ dryer is now working and we have documented her concerns with the
scheduling process, we ask to have this matter closed.Again, we apologize to
Ms*** and we appreciate the opportunity to address this matter.Sincerely,Melissa ***Regulatory Complaints
Specialist
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator repair
Upon researching Mr*** complaint, we found that he purchased a Master Protection Agreement (MPA) for his refrigerator on December 29, 2016; the same day he called to schedule a repair. Per the terms of the MPA, the contract can only be purchased on a properly working product, which apparently was not the case since Mr*** scheduled service immediately upon purchasing the coverage. Normally the contract would have been canceled as soon as a Sears technician verified the coverage, but since the repair was initially being done through an authorized service provider, the coverage verification process was overlooked. Although the repair was ultimately completed by a Sears technician, since the authorized service provider completed a previous repair under the MPA, the coverage could no longer be canceled even though it appears that the condition of the refrigerator was misrepresented when the agreement was purchased. With that said, our records show that the repair to Mr*** refrigerator was completed on March 22, 2017, as a covered repair. In summary, since we have documented Mr*** concerns with the repair process and we have restored his refrigerator to proper working order, we ask that this matter be closed We appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
September 19, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Valerie B*** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her washer and her request for a
replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer. After reviewing the notes in our service system, our office authorized a replacement under Ms***’s Master Protection Agreement (MPA). Based upon the features of Ms***’s current washer, it was determined that $would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on September 19, 2016, explaining the replacement process. As stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, (***) ***-***, to verify the replacement authorization The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until July 21, Lastly, as a courtesy, we processed a $laundry reimbursement check. While the MPA does not provide this benefit, we felt that due to the delay in repair, some reimbursement was warranted. Ms*** should receive a check in the next two weeksWith that said, since we are providing Ms*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
December 21, 2017Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** - Beth Vandiver Dear Ms***We have completed the investigation of Ms* *** complaint regarding the purchase of a dishwasher and a microwave.After
reviewing Ms* *** complaint and our records, we contacted our installation department to archive the order in questionOnce completed, we were able to determine that in the day of installing Ms* *** purchased appliances, October 28, 2017, the installer called in to report that that installation of Ms* *** dishwasher could not be completed due to having a temporary shut off valve that is only to be used onceWhen Ms*** was informed that she had to have a plumber replace the valve, she became upset and informed our installer that she no longer wanted her appliancesThe installer took the appliances as requestedOur records show that on October 28, credits totaling $were issued back to the original form of paymentIn addition, on October 31, the remainder credits totaling $was also issued back to the original form of paymentBased on the credits issued, Ms*** was credited accordinglyAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905 imx integrated member experience
July 17, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** *** Dear Ms*** We have completed the investigation of MsO*** complaint regarding her inability to
*Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
schedule her annual maintenance check under the agreement she purchased from a technician when he repaired her refrigerator the year beforeOur records indicate that MsO*** was able to have her maintenance check done on April 6, 2017, and her protection agreement was extended out so that it does not expire under July 26, If she needs any actual repair done, she would need to call us before that dateIn the interim, since we do show that the maintenance call was provided as requested, we have closed our file.We apologize to MsO*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,D*** S
July 23, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear MsV*** We have completed the investigation of MrM*** complaint regarding the denial of a repair on his
*Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
dishwasher by saying it was not covered.As clarification, the agreement on the dishwasher did state that modifications to the appliance could cause for it to not be coveredHowever, MrM*** indicated that it was a Sears tech that made an epoxy repair to the tub and not himOur system only retains service records for approximately years and MrM*** had owned the dishwasher for approximately eleven yearsSo even if we had repaired at some point, we would not have the record any longer potentiallyAs such, we felt it was fair to authorize MrM*** to receive a replacement dishwasherOur system shows that he has since used his authorization for a new dishwasher so we have closed our file.We apologize to MrM*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,D*** S
Yes they refund meMy complain was about misleading customers and misrepresenting returning policy
Contact Name and Title: MELISSA ***
September 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Daniel *** - # 945***
Dear Ms***:
We have completed our investigation Mr***'s complaint regarding his laundry
center
Upon researching Mr***'s complaint, we found that he filed nearly an identical complaint with your agency in October of Furthermore, a review of our records shows that no repairs have been completed to Mr***'s laundry center through Sears Home ServicesA service call was scheduled for September 25, 2014, but that call was canceled and no further service has been requested since thenWe feel is it important to point out that Mr***'s laundry center was purchased nearly seven years ago and is no longer covered by any manufacturer's warranty and he does not carry a protection agreementBased upon the complete absence of any service history, lack of warranty or extended coverage, we find that no accommodations are necessaryIf Mr***'s laundry center is in need of repair, any related labor and part costs will be his sole financial responsibilityWith that said, since we find Mr***'s complaint to be without merit, we ask that this matter be closed
We appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
all we wanted was the tools ,its very funny how the item was said to be out stock but the online store showed it was in stock and ready for cart to buy,so we went to a sear's store and they had in stock on the store floor and I ask the store to please call and see if they had them in warehouse ready to ship out to fill an online order and they had them in stock so why mine just fell though is any ones guess but if this keeps up with sears they will lose and that's sad that a store like sear's once was is going down hill fast ** ***
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,
*** ***
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,
Emily ***
March 7, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Troy *** - # *** Dear Ms***: We have completed the investigation of Mr*** rebuttal to our previous response As we stated in our previous response, the refrigerator is cooling; the noises are not interfering with the operation of the unit. Furthermore, the owner’s manual states that the refrigerator is noisy and we detailed the types of noises the unit emits. While Mr*** is dissatisfied with his refrigerator, he is outside Sears’s 30-day return policy and since there are no documented failures with the unit, an exception to this policy cannot be made. However, since Mr*** refrigerator carries a one-year manufacturer’s warranty that is in effect until November 22, 2017; should any repairs be needed, the cost of parts and labor should be covered under the warranty. With that said, the warranty does not provide for a replacement unless the refrigerator is found to be un-repairable. In summary, since we have addressed Mr*** follconcerns and we have reiterated why a replacement is currently not an option, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
June 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with repairs
performed by Sears Auto Center and her subsequent request for a refund. It is unfortunate that we failed Mrs*** expectations when she recently visited our Sears Auto CenterWe value her patronage and can assure her that her concerns have been forwarded to management for review. As a result of this action, we revealed that our Sears Auto Center Manager spoke to Mrs*** and on April 17, 2017, provided her with a refund of $1,113.37. If Mrs*** has any further concerns or questions about this issue, she may contact *** *** Manager for Sears Auto Center number *** at (*** *** At this time, we can only reiterate that we regret any inconvenience Mrs*** may have experienced We respectfully ask to have this matter closed, since we have documented her concerns and provided the requested resolution 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 *** *** *** ***
December 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the repair
to his refrigerator It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely regret any inconvenience Mr*** may have experienced Upon receiving Mr*** complaint, we forwarded the matter to the local service unit. Unfortunately, the repair to Mr*** refrigerator was delayed because the part did not arrive. The repair to the refrigerator was finally completed on December 20, 2016, with the installation of a compressor and drier assembly. Mr*** does not carry extended coverage on the refrigerator, and his exceptional parts warranty does not provide any benefits other than a covered repairWith that said, as a courtesy, we have processed a check for $to off-set any food loss Mr*** may have incurredThe check was requested on December 23, 2016, so Mr*** should receive it in the next two weeksIn the interim, since the repair to Mr*** refrigerator has been completed in accordance with the terms of his exceptional parts warranty, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: I will be filing a credit card chargeback and get my money backUnacceptable
Sincerely,
*** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** ***#*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a Heat Pump purchased from SearsSears Home Improvement Products has
approved the replacement of Mr***’s heat pumpThe equipment has been ordered and the replacement will be taking place soonThe local contractor service manager will be contacting Mr*** to schedule the installationSears is covering the full cost of replacementIf Mr*** has any additional questions or concerns, his contact Lionel *** from Sears Home Improvement can be reached at ***/***-***That said we ask that this complaint be closed pending further contactWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
June 17,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** complaint regarding a washer and dryer that did
not work properly
We have received Mr*** complaint and apologize that his washer and dryer did not work as designed. Unfortunately, due to the units being ** branded, they are repaired by the manufacturer, **, rather than Sears. Mr*** requested a refund to which was granted and has since been received. We again apologize to Mr*** and because we have addressed Mr*** complaint, we respectfully request this complaint be closed
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
***
***
November 28, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Maria *** - # *** Dear Ms***: We have completed the investigation of Ms*** rebuttal to our previous response As we stated previously, Ms*** mother authorized the technician to complete the cleaning after she was provided an estimate; she was not pressured into authorizing the additional services. Furthermore, it is Ms*** prerogative to decline the goodwill refund offer of $200.00, but no further considerations will be forthcoming. Again, we have documented Ms*** information, but our decision remains unchanged. If Ms*** would like to accept the aforementioned offer of $200.00, she can contact Ms*** at (740) 201-3008, and ask that a Customer Release Form (CRF) can be sent to her. In the interim, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
My full name is *** *** Let me know if you need anything elseThank you
(The consumer indicated he/she ACCEPTED the response from the business.)
The facts stated by Ms*** are accurateI now have a replacement mower and we're satisfied with itIt's unfortunate that it took me taking matters into my own hands and contacting the Revdex.com to appropriately resolve this
matterI expected more from a company that has been in business as long as SearsI also expected better treatment from the managersI was treated poorly and the delays were unreasonable (and I was paying for all of this)Thanks for assisting me in getting this issue resolvedSometimes the system does work in favor of the consumer
August 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of MrB*** complaint regarding the repair to his washer and his request
for a partial service refund First, we would like to apologize to MrB*** for failing his expectations in regard to the repair of the washer. Upon reviewing MrB*** complaint and his service order, we confirmed that the technician did not install the partTherefore, we processed a refund for $($and $tax). MrB*** should receive a check in the next two weeksWith that said, since we have honored MrB*** request for a partial service refund, we ask that this matter be closed Again, we apologize to MrB*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
November 30, 2015Nita ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611Re: Darlene *** - # 10970842Dear Ms***:We have completed the
investigation of Ms***’ complaint regarding the scheduling of a dryer service
appointment.First, we would like
to
apologize to Ms*** for failing her expectations in regard to the scheduling
of her dryer repair. Additionally, we
would like to assure Ms*** that we appreciate her valuable feedback, since
we compile this information to identify any negative trends and work towards
rectifying any shortcomings within our customer service network. Accordingly, we forwarded Ms***’ complaint
to the appropriate management teams for review and we are confident that her
concerns will be thoroughly addressed Again,
we appreciate the opportunity to address Ms***’ concerns.On November 30, 2015, we
spoke with Ms*** in regard to her complaintMs*** explained that her
dryer was now working and she is arranging to have it side-vented, as
recommended by our delivery team.
Additionally, she voiced her disappointment with the customer service she
received when she called to schedule a repair appointment. As an apology and a conciliatory gesture for
any frustration Ms*** may have experienced, we offered a $gift card,
which Ms*** acceptedThe gift card request was submitted November 30th,
so Ms*** can expect to receive it within the next two weeks In summary, since we have confirmed that Ms
***’ dryer is now working and we have documented her concerns with the
scheduling process, we ask to have this matter closed.Again, we apologize to
Ms*** and we appreciate the opportunity to address this matter.Sincerely,Melissa ***Regulatory Complaints
Specialist
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator repair
Upon researching Mr*** complaint, we found that he purchased a Master Protection Agreement (MPA) for his refrigerator on December 29, 2016; the same day he called to schedule a repair. Per the terms of the MPA, the contract can only be purchased on a properly working product, which apparently was not the case since Mr*** scheduled service immediately upon purchasing the coverage. Normally the contract would have been canceled as soon as a Sears technician verified the coverage, but since the repair was initially being done through an authorized service provider, the coverage verification process was overlooked. Although the repair was ultimately completed by a Sears technician, since the authorized service provider completed a previous repair under the MPA, the coverage could no longer be canceled even though it appears that the condition of the refrigerator was misrepresented when the agreement was purchased. With that said, our records show that the repair to Mr*** refrigerator was completed on March 22, 2017, as a covered repair. In summary, since we have documented Mr*** concerns with the repair process and we have restored his refrigerator to proper working order, we ask that this matter be closed We appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
September 19, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Valerie B*** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her washer and her request for a
replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer. After reviewing the notes in our service system, our office authorized a replacement under Ms***’s Master Protection Agreement (MPA). Based upon the features of Ms***’s current washer, it was determined that $would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on September 19, 2016, explaining the replacement process. As stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, (***) ***-***, to verify the replacement authorization The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until July 21, Lastly, as a courtesy, we processed a $laundry reimbursement check. While the MPA does not provide this benefit, we felt that due to the delay in repair, some reimbursement was warranted. Ms*** should receive a check in the next two weeksWith that said, since we are providing Ms*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist