Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to note that while I did receive my refund, the research that they claim needed to be done is a little ridiculousHaving a customer have to call almost a dozen times to check on something and get the runaround by nearly every customer service rep they talk to because the team doing the research is "unavailable and offline" is not acceptableI work in retail myself and if this happened with my company, heads would be rolling
Sincerely,
Megan O***
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of MsV*** complaint regarding her online order experience and
non-receipt of delivery Richard H*** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed MsV*** expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe 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 there was a delay in shipping from Store *** to our Unit *** The product arrived June 23, 2017, and we attempted to reach MsV*** but were only able to leave a messageMsV*** contact our store last week and we were able to schedule delivery for July 22, We apologize again for any inconvenience she may have experiencedAdditionally, we hope that in the future MsV*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould MsV*** have any questions, she may contact our store directly at *** *** In the interim, since delivery has been completed, 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
Initial Business Response /* (1000, 8, 2015/09/09) */
September 9,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
We have completed the investigation of Ms.*** complaint
regarding her request for a refund for monies paid for a part that was not installed
After reviewing Ms.*** service history, we found that we had completed a repair for her in April and as such, if the problem was related to that original issue, she would have been covered under our 90-day repair guaranteeThis would mean that while there might be a charge for parts, she would not owe anything further for laborUnfortunately, when the second service order was created, it was done under a different washer record with a different purchase dateSince it was not the same record it did not link for any warranty from the service callWhile our technician was in the home though and ordered the parts, it appears that the prior service orders were canceled and a new one was set up under the correct record; however, for some reason the labor was not coded as coveredThis meant that even though one of the parts was not installed, since Ms*** was charged again for labor it did not make her refund amount the same as the cost of the partOn top of this, the refund amount that was noted, was never sent via a form the technician is supposed to send in, so even the partial refund was never sentTo rectify this, we determined the cost of the part that was installed with the 20% discount applied came to $133.37, so we processed a refund for all monies above thisAccordingly, we will be sending Ms*** a check for $203.03; it should go out within the next few business days and then arrive approximately 2-weeks after thatIf Ms.*** has not received the check by October 2, 2015, then she is welcome to email or call meIn the interim, since we have issued a refund for all charges above the fee for the part that was installed, 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,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (2000, 10, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate all that the Revdex.com has done to rectify this issueI am satisfied with the company response as long as I do receive the refund due to me as they have stated they will sendHowever if I don't receive the refund as they have insured me that I should receive it by Oct 2nd I will have no option but to reopen the complaint
I wish to thank*** as the company representative she is the first person who has actually taken the time to resolve the issue and correct the mistakes that were made that created the problem
Thank you
**
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI really appreciate all the accommodations by Sears to address my complaints and am very happy with how they have handled itAnd thank you to the Revdex.com for helping to send my concerns to the appropriate channels for resolution
Sincerely,
Barbara ***
October 6,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms***
We have completed the investigation of Ms*** complaint regarding the failure
of her dishwasher after her warranty expired. We apologize that Ms*** dishwasher 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 decision In Ms*** case, she purchased her dishwasher November 30, 2013, without purchasing any additional coverage and the full manufacturer’s warranty expired December 12, 2014, which was a year after it was deliveredIt still had another year of coverage for all parts after that, where the parts were covered but the labor was not. We did not find that any repairs were provided while the dishwasher was covered under warranty and in fact we did not find that Sears has ever repaired this dishwasher. Ms*** indicates that she repaired the dishwasher herself this year after the board failedUnfortunately, without being a trained technician, she may have replaced the board without determining the reason for the failure in the first placeAdditionally, when the board is replaced it is very important that it is paired properly with the user interface or it could result in erratic operationNot to mention other factors that could affect the board such as condensation from a failed vent that could have caused something to short outThe fact is that it is important to have a technician examine the unit to determine what is causing the failure of the board or to determine if the board has even failed; sometimes there can just be a loose connection With that said, since Ms*** is not covered under any warranty or agreement we are unable to honor any of her requested resolutionsA refund was only an option within days of her purchase date and a replacement would only be provided if she had some type of coverage that provided that benefit We do think though that we have a fair alternative she might like to pursueWe sell a limited benefit Service Smart Agreement (SSA) that is the only contract we sell for appliances that are not in good working order and do not have any coverageSeveral conditions have to be met to be eligible for purchase, including the item being less than years old, not in a disassembled state, not damaged by an act of god, and with a legible model and serial number tagWe believe Ms*** dishwasher should meet those conditionsThe price for this contract is in about the $to $range and as mentioned, it has more limited benefits than the contracts we sell before an item is not working. Specifically, it covers up to $in any single repair, when none would be covered without it and if the repair is more than $or if it cannot be repaired, a replacement can be authorized for up to $towards a comparable dishwasher, or a full refund can be requested for the contractAlso, once the repair is completed, the consumer still has a full year of coverage in case the repair did not provide a long-lasting solution or if a new issue develops Our alternative offer then would be if Ms*** purchased one of these contracts to repair her dishwasher, we would be willing to provide her with a $refund after the purchase; so essentially she would get back the cost of the board off the cost of the contractShe would have to buy it first though since we cannot provide these as complimentary, and then let me know once purchased so that a partial refund could be processed without affecting the coverage levelsIn this way Ms*** could have a trained technician assess the dishwasher and hopefully determine what is causing the issue with the board or interfaceTo purchase the coverage, Ms*** would just need to call our *** number to schedule a repair on the dishwasherOnce the agent is assisting, she can request to purchase the SSA, the agent will read off all the required disclosures and can then schedule her for a service date under the contractAgain, after this she would just need to call or email me to let me know the contract was purchased and I could not only issue the refund but also work with our service unit to ensure the repair goes smoothlyIn the interim, since we have proposed a reasonable resolution and we are just waiting for Ms*** decision, we have closed our case pending her response. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** ***Email: ***
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and a delayed arrival date for his 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 averted. As a result of this action, David ***, Manager for Sears Store number ***, contacted Mr*** on March 12, 2017, to discuss his concerns. At that time, Mr*** confirmed that Mr*** order would be available on March 16, 2017, and offered him a $discount as an apology for the delay he experienced. Mr*** accepted this offer and indicated that it met with his approval. If Mr*** has any further questions about this issue, he is welcome to contact Mr*** at *** At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr*** comments and an equitable resolution has been provided 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 *** *** *** ***
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,
*** ***
July 31,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9456*** - Carmela ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the multiple repairs on the
dishwasher; as well as, the parts delay to complete the repair
Upon receipt of Ms*** complaint, we reviewed the service order and case notes related to her dishwasher repairAccording to the notes, on July 29, we were notified by the manufacturer that the part was furthered delayed and it would not ship until August 31, Since Ms*** purchased a protection agreement on the dishwasher, we submitted a request for an authorization for a replacement due to the parts delayThe replacement on the dishwasher was approved and Ms*** was notified of the authorization informationOn July 30, Ms*** selected a replacement dishwasher and it is scheduled for installation on August 4, With that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
December 1, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Salam *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his refrigerator We received the
same complaint from Mrs*** through the Washington Attorney General; we will provide your agency with the same information First, we would like to apologize to Mr*** for failing his expectations in regard to his refrigerator. Additionally, 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 this situation may have caused Mr*** Upon researching Mr***’s concerns, we found that our escalated customer service group, Customer Solutions, had already processed an exchange. However, when the Delivery team was removing the door to bring the refrigerator into Mr*** home, a screw was stripped. Another refrigerator was ordered, but Mrs*** decided that she wanted a smaller unit. My office assisted Mrs*** by processing another exchange; Mrand Mrs*** are currently expecting a cubic foot Whirlpool refrigerator, modelWRF757SDEM, on December 13, 2016, which is the soonest available date. Additionally, we have contacted our Protection Agreement department to process a $food loss reimbursement check that the *** should receive in the next two to three weeks. Lastly, we will ensure that the Master Protection Agreement transfers to the new refrigerator upon deliveryWhile we are responding to your agency, we will follwith Mrand Mrs*** after the delivery to ensure their satisfaction. In the interim, since it is our understanding that he ***s are satisfied with the aforementioned resolution, we ask that this matter be closed Again, we apologize to Mrand Mrs*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
*** ***
*** *** ***
*** *** *** *** *** ***
*** ** ***
Re: Ronald Joseph *** #
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding a Sears Garage Solutions
Josie ***, Sears Garage
Solutions, Service Manager provided the following response:
On Friday, October 9, 2015, I had the pleasure of speaking with Mr*** who informed me that the install of the new garage door went wellIt is our understanding that the local office did not explain that it could take - weeks to obtain all of the permits needed prior to installing the door in Mr***'s townMoving forward, if Mr*** has any additional concerns, I invite him to contact me at 740/201-Since we have been confirmed with Mr*** that the new door was installed to his satisfaction, we ask that this complaint be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
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,
*** ***
February 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer
First, we would like to apologize to Mr*** for failing his expectations in regard to his washer. Although several repair attempts were made to the washer, Mr*** remained dissatisfied with the unit. While Mr*** was no longer entitled to any refund, District Sales Manager Chris *** authorized a refund in the amount of $for the washer and the protection agreement. The refund request was processed on February 9, 2017, by the store of purchase; Mr*** should receive a check in the next 7-business days. With that said, since Mr*** is being provided with his requested resolution, we ask that this matter be closed Again, we apologize to Mr*** we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
September 28,
Revdex.com
Attn: Nita ***
North Wabash Ave., Suite
Chicago, IL
Our File No: ***
Revdex.com Case #: *** /Eric and Joy ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home Improvement products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliatePursuant to Mrand Mrs***'s request we have made the HVAC repairsI am currently working on getting a final inspection done by the city
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs*** as a customer and apologize for any frustrations or inconveniences they might have experiencedIf you have any questions or concerns, please contact me directly at 407-551-or via email at rogelia.***@searshomepro.com
Sincerely,
Rogelia ***
SHIP/HI Regulatory Complaint Specialist
cc: Eric and Joy ***
Sears has agreed to replace the washerSears telephoned me on 8-24-and will replace the washer on Saturday 8-29-The provided me with $toward the purchase of my choice itemDelivery notification was emailed to me today (8-25(I am satisfied with the response received after three months of negotiations
Jack ***
Complaint: ***
I am rejecting this response because:The repair that they performed worked for only a few daysThe dryer then started to produce visible smoke and stopped working. The dryer is non-functional. They have made twelve (12) attempts at correcting this problem. I have taken off twelve (12) days from work, at a considerable expense to me, to allow the repairs to be attempted.
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. Pending delivery of a new / unused replacement
Sincerely,
Charnetta 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 meI would encourage Sears to look at their handling and response times within their Customer Service and required alot of effort and footwork on my part to resolve the issue As a compromise to get this resolved and drove to pick up the item and install it, had this been handled appropriately and timely in the warranty period I would not have been required to do some much work and perform the replacement myself.Further they could benefit from looking at their call flow which is unfriendly, inconvenient, and lab intensive on their consumer
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I understand the fact that a product can fail, my complaint was about the lack of service provided by Sears to the initial complaint on June 2, I did NOT receive any resolution to my problem until I exhausted all avenues and had to resort to filing a complaint to The Revdex.comIt was only then that Sears took action to help me resolve the problemIt is now resolvedThank you to the Revdex.com for your assistance with this
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,
*** ***
July 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding her request for a *** ***
*** BTU Portable Air Conditioner she purchased from a Marketplace seller, *** * *** *** hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destinationMuch like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller directly if there is a problem with their order. However, we also contact the seller on the behalf our customers to notify them of an issue and ask them to work with the customer In reference to Ms*** suggestion that the item was expected to be unboxed and installed upon delivery, it may be important to note that the *** *** is a portable air conditioner is a wheeled unit that can be moved from room to room and does not require venting. Additionally, a description of the item, stating dimensions of inches by inches by inches and pounds, was provided in the listing so that this information could be reviewed by Ms*** to assist her in determining if the item would fit her needs before placing her order. Our records indicate that Ms*** called to cancel her order within the same hour that *** documented delivery to her home. She then reported that she was not home, unable to return until the next day and worried that the item may be stolen because she could not bring it inside. Regardless, *** * *** *** has advised us that they have filed an investigation with the shipper, *** and will continue to follow up with Ms*** directlyMs*** is welcome to contact sears.com with her concerns about this issue, but should direct any further questions about this investigation directly to *** * *** *** at *** or by email at *** . Since we have documented Ms*** comments and assisted her with the seller’s investigation process, we have closed our file regarding this matter We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to note that while I did receive my refund, the research that they claim needed to be done is a little ridiculousHaving a customer have to call almost a dozen times to check on something and get the runaround by nearly every customer service rep they talk to because the team doing the research is "unavailable and offline" is not acceptableI work in retail myself and if this happened with my company, heads would be rolling
Sincerely,
Megan O***
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of MsV*** complaint regarding her online order experience and
non-receipt of delivery Richard H*** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed MsV*** expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe 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 there was a delay in shipping from Store *** to our Unit *** The product arrived June 23, 2017, and we attempted to reach MsV*** but were only able to leave a messageMsV*** contact our store last week and we were able to schedule delivery for July 22, We apologize again for any inconvenience she may have experiencedAdditionally, we hope that in the future MsV*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould MsV*** have any questions, she may contact our store directly at *** *** In the interim, since delivery has been completed, 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
Initial Business Response /* (1000, 8, 2015/09/09) */
September 9,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
We have completed the investigation of Ms.*** complaint
regarding her request for a refund for monies paid for a part that was not installed
After reviewing Ms.*** service history, we found that we had completed a repair for her in April and as such, if the problem was related to that original issue, she would have been covered under our 90-day repair guaranteeThis would mean that while there might be a charge for parts, she would not owe anything further for laborUnfortunately, when the second service order was created, it was done under a different washer record with a different purchase dateSince it was not the same record it did not link for any warranty from the service callWhile our technician was in the home though and ordered the parts, it appears that the prior service orders were canceled and a new one was set up under the correct record; however, for some reason the labor was not coded as coveredThis meant that even though one of the parts was not installed, since Ms*** was charged again for labor it did not make her refund amount the same as the cost of the partOn top of this, the refund amount that was noted, was never sent via a form the technician is supposed to send in, so even the partial refund was never sentTo rectify this, we determined the cost of the part that was installed with the 20% discount applied came to $133.37, so we processed a refund for all monies above thisAccordingly, we will be sending Ms*** a check for $203.03; it should go out within the next few business days and then arrive approximately 2-weeks after thatIf Ms.*** has not received the check by October 2, 2015, then she is welcome to email or call meIn the interim, since we have issued a refund for all charges above the fee for the part that was installed, 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,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (2000, 10, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate all that the Revdex.com has done to rectify this issueI am satisfied with the company response as long as I do receive the refund due to me as they have stated they will sendHowever if I don't receive the refund as they have insured me that I should receive it by Oct 2nd I will have no option but to reopen the complaint
I wish to thank*** as the company representative she is the first person who has actually taken the time to resolve the issue and correct the mistakes that were made that created the problem
Thank you
**
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI really appreciate all the accommodations by Sears to address my complaints and am very happy with how they have handled itAnd thank you to the Revdex.com for helping to send my concerns to the appropriate channels for resolution
Sincerely,
Barbara ***
October 6,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms***
We have completed the investigation of Ms*** complaint regarding the failure
of her dishwasher after her warranty expired. We apologize that Ms*** dishwasher 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 decision In Ms*** case, she purchased her dishwasher November 30, 2013, without purchasing any additional coverage and the full manufacturer’s warranty expired December 12, 2014, which was a year after it was deliveredIt still had another year of coverage for all parts after that, where the parts were covered but the labor was not. We did not find that any repairs were provided while the dishwasher was covered under warranty and in fact we did not find that Sears has ever repaired this dishwasher. Ms*** indicates that she repaired the dishwasher herself this year after the board failedUnfortunately, without being a trained technician, she may have replaced the board without determining the reason for the failure in the first placeAdditionally, when the board is replaced it is very important that it is paired properly with the user interface or it could result in erratic operationNot to mention other factors that could affect the board such as condensation from a failed vent that could have caused something to short outThe fact is that it is important to have a technician examine the unit to determine what is causing the failure of the board or to determine if the board has even failed; sometimes there can just be a loose connection With that said, since Ms*** is not covered under any warranty or agreement we are unable to honor any of her requested resolutionsA refund was only an option within days of her purchase date and a replacement would only be provided if she had some type of coverage that provided that benefit We do think though that we have a fair alternative she might like to pursueWe sell a limited benefit Service Smart Agreement (SSA) that is the only contract we sell for appliances that are not in good working order and do not have any coverageSeveral conditions have to be met to be eligible for purchase, including the item being less than years old, not in a disassembled state, not damaged by an act of god, and with a legible model and serial number tagWe believe Ms*** dishwasher should meet those conditionsThe price for this contract is in about the $to $range and as mentioned, it has more limited benefits than the contracts we sell before an item is not working. Specifically, it covers up to $in any single repair, when none would be covered without it and if the repair is more than $or if it cannot be repaired, a replacement can be authorized for up to $towards a comparable dishwasher, or a full refund can be requested for the contractAlso, once the repair is completed, the consumer still has a full year of coverage in case the repair did not provide a long-lasting solution or if a new issue develops Our alternative offer then would be if Ms*** purchased one of these contracts to repair her dishwasher, we would be willing to provide her with a $refund after the purchase; so essentially she would get back the cost of the board off the cost of the contractShe would have to buy it first though since we cannot provide these as complimentary, and then let me know once purchased so that a partial refund could be processed without affecting the coverage levelsIn this way Ms*** could have a trained technician assess the dishwasher and hopefully determine what is causing the issue with the board or interfaceTo purchase the coverage, Ms*** would just need to call our *** number to schedule a repair on the dishwasherOnce the agent is assisting, she can request to purchase the SSA, the agent will read off all the required disclosures and can then schedule her for a service date under the contractAgain, after this she would just need to call or email me to let me know the contract was purchased and I could not only issue the refund but also work with our service unit to ensure the repair goes smoothlyIn the interim, since we have proposed a reasonable resolution and we are just waiting for Ms*** decision, we have closed our case pending her response. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** ***Email: ***
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and a delayed arrival date for his 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 averted. As a result of this action, David ***, Manager for Sears Store number ***, contacted Mr*** on March 12, 2017, to discuss his concerns. At that time, Mr*** confirmed that Mr*** order would be available on March 16, 2017, and offered him a $discount as an apology for the delay he experienced. Mr*** accepted this offer and indicated that it met with his approval. If Mr*** has any further questions about this issue, he is welcome to contact Mr*** at *** At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr*** comments and an equitable resolution has been provided 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 *** *** *** ***
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,
*** ***
July 31,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9456*** - Carmela ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the multiple repairs on the
dishwasher; as well as, the parts delay to complete the repair
Upon receipt of Ms*** complaint, we reviewed the service order and case notes related to her dishwasher repairAccording to the notes, on July 29, we were notified by the manufacturer that the part was furthered delayed and it would not ship until August 31, Since Ms*** purchased a protection agreement on the dishwasher, we submitted a request for an authorization for a replacement due to the parts delayThe replacement on the dishwasher was approved and Ms*** was notified of the authorization informationOn July 30, Ms*** selected a replacement dishwasher and it is scheduled for installation on August 4, With that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
December 1, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Salam *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his refrigerator We received the
same complaint from Mrs*** through the Washington Attorney General; we will provide your agency with the same information First, we would like to apologize to Mr*** for failing his expectations in regard to his refrigerator. Additionally, 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 this situation may have caused Mr*** Upon researching Mr***’s concerns, we found that our escalated customer service group, Customer Solutions, had already processed an exchange. However, when the Delivery team was removing the door to bring the refrigerator into Mr*** home, a screw was stripped. Another refrigerator was ordered, but Mrs*** decided that she wanted a smaller unit. My office assisted Mrs*** by processing another exchange; Mrand Mrs*** are currently expecting a cubic foot Whirlpool refrigerator, modelWRF757SDEM, on December 13, 2016, which is the soonest available date. Additionally, we have contacted our Protection Agreement department to process a $food loss reimbursement check that the *** should receive in the next two to three weeks. Lastly, we will ensure that the Master Protection Agreement transfers to the new refrigerator upon deliveryWhile we are responding to your agency, we will follwith Mrand Mrs*** after the delivery to ensure their satisfaction. In the interim, since it is our understanding that he ***s are satisfied with the aforementioned resolution, we ask that this matter be closed Again, we apologize to Mrand Mrs*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
*** ***
*** *** ***
*** *** *** *** *** ***
*** ** ***
Re: Ronald Joseph *** #
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding a Sears Garage Solutions
Josie ***, Sears Garage
Solutions, Service Manager provided the following response:
On Friday, October 9, 2015, I had the pleasure of speaking with Mr*** who informed me that the install of the new garage door went wellIt is our understanding that the local office did not explain that it could take - weeks to obtain all of the permits needed prior to installing the door in Mr***'s townMoving forward, if Mr*** has any additional concerns, I invite him to contact me at 740/201-Since we have been confirmed with Mr*** that the new door was installed to his satisfaction, we ask that this complaint be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
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,
*** ***
February 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer
First, we would like to apologize to Mr*** for failing his expectations in regard to his washer. Although several repair attempts were made to the washer, Mr*** remained dissatisfied with the unit. While Mr*** was no longer entitled to any refund, District Sales Manager Chris *** authorized a refund in the amount of $for the washer and the protection agreement. The refund request was processed on February 9, 2017, by the store of purchase; Mr*** should receive a check in the next 7-business days. With that said, since Mr*** is being provided with his requested resolution, we ask that this matter be closed Again, we apologize to Mr*** we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
September 28,
Revdex.com
Attn: Nita ***
North Wabash Ave., Suite
Chicago, IL
Our File No: ***
Revdex.com Case #: *** /Eric and Joy ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home Improvement products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliatePursuant to Mrand Mrs***'s request we have made the HVAC repairsI am currently working on getting a final inspection done by the city
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs*** as a customer and apologize for any frustrations or inconveniences they might have experiencedIf you have any questions or concerns, please contact me directly at 407-551-or via email at rogelia.***@searshomepro.com
Sincerely,
Rogelia ***
SHIP/HI Regulatory Complaint Specialist
cc: Eric and Joy ***
Sears has agreed to replace the washerSears telephoned me on 8-24-and will replace the washer on Saturday 8-29-The provided me with $toward the purchase of my choice itemDelivery notification was emailed to me today (8-25(I am satisfied with the response received after three months of negotiations
Jack ***
Complaint: ***
I am rejecting this response because:The repair that they performed worked for only a few daysThe dryer then started to produce visible smoke and stopped working. The dryer is non-functional. They have made twelve (12) attempts at correcting this problem. I have taken off twelve (12) days from work, at a considerable expense to me, to allow the repairs to be attempted.
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. Pending delivery of a new / unused replacement
Sincerely,
Charnetta 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 meI would encourage Sears to look at their handling and response times within their Customer Service and required alot of effort and footwork on my part to resolve the issue As a compromise to get this resolved and drove to pick up the item and install it, had this been handled appropriately and timely in the warranty period I would not have been required to do some much work and perform the replacement myself.Further they could benefit from looking at their call flow which is unfriendly, inconvenient, and lab intensive on their consumer
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I understand the fact that a product can fail, my complaint was about the lack of service provided by Sears to the initial complaint on June 2, I did NOT receive any resolution to my problem until I exhausted all avenues and had to resort to filing a complaint to The Revdex.comIt was only then that Sears took action to help me resolve the problemIt is now resolvedThank you to the Revdex.com for your assistance with this
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,
*** ***
July 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding her request for a *** ***
*** BTU Portable Air Conditioner she purchased from a Marketplace seller, *** * *** *** hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destinationMuch like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller directly if there is a problem with their order. However, we also contact the seller on the behalf our customers to notify them of an issue and ask them to work with the customer In reference to Ms*** suggestion that the item was expected to be unboxed and installed upon delivery, it may be important to note that the *** *** is a portable air conditioner is a wheeled unit that can be moved from room to room and does not require venting. Additionally, a description of the item, stating dimensions of inches by inches by inches and pounds, was provided in the listing so that this information could be reviewed by Ms*** to assist her in determining if the item would fit her needs before placing her order. Our records indicate that Ms*** called to cancel her order within the same hour that *** documented delivery to her home. She then reported that she was not home, unable to return until the next day and worried that the item may be stolen because she could not bring it inside. Regardless, *** * *** *** has advised us that they have filed an investigation with the shipper, *** and will continue to follow up with Ms*** directlyMs*** is welcome to contact sears.com with her concerns about this issue, but should direct any further questions about this investigation directly to *** * *** *** at *** or by email at *** . Since we have documented Ms*** comments and assisted her with the seller’s investigation process, we have closed our file regarding this matter We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***