March 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Marcia YS*** - # *** Dear Ms*** We have completed our investigation of MsS*** complaint regarding the non-receipt of a part
refund It is regrettable that we failed MsS*** expectations when she recently contacted Sears Homes Services to repair her dryerWe value MsS*** patronage and 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. Dorothy with unit *** responded that after reviewing the notes in MsS*** service order, she confirmed that the one part had been returned and the second part order had been canceled. Accordingly, a refund for $was submitted. MsS*** should see a refund post to her *** account ending in *** in the next to days. In the interim, since we are providing MsS*** with her requested resolution, 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
Contact Name and Title: MELISSA ***
August 31,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Lisa *** - # 9456***
Dear Ms***:
We have completed our investigation Ms***'s rebuttal to our previous response
Upon receiving Ms***'s complaint, we contacted the store of purchase for further informationThe store reported that the dishwasher did arrive on Thursday, but when they called Ms***, there was no voicemail set up and message could not be leftUnfortunately, it appears that her husband was provided inaccurate information when he called the store on Friday to check on the whereabouts of her new dishwasherThe matter was resolved on August 30, 2015, when the ***s picked up the new dishwasherSince Ms*** has received her new dishwasher, albeit slightly later than expected, 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
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,
Erica ***
August 29, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Cameron L*** -# *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding the charge
for a recent service call on her refrigerator and her request for a refund First, we would like to apologize to Ms*** for failing her expectations when she recently scheduled service for her refrigeratorAfter reviewing the notes in her service order, we decided to honor Ms***’s request for a refund of the labor charge for customer satisfaction. A credit request for $was submitted on August 29, 2016, so Ms*** should see a refund post to her Visa account ending in in the next five to seven business ***sWith that said, since we are providing Ms*** with her requested resolution and we have documented her concerns with the repair process, we ask to have this matter closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Igor R***
Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: # *** - Sally *** Dear Ms***: We have completed our investigation of Ms***’ complaint regarding service on her washer It is important to know
that Sears did not deem Ms*** dryer as un-repairableWhen our service technician had to order a second part Ms*** stated she wanted a replacement under the service agreement she purchasedAs required our service technician forwarded her request for a replacement to our benefits department but also ordered the needed gas valve since he knew the dryer could be repairedSection under the Master Protection Agreement states: COVERAGE FOR REPLACEMENTWe have the sole right to determine whether a Covered Product will be repaired or replacedIf we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information we will replace the Covered Product with a comparable productWe will determine and authorize the replacement amount but you will select your replacement product from a Sears Retail Store or items “sold by” Sears on Sears.comIn some cases replacement will be arranged through the manufacturerYou will have up to ninety (90) days from the date of authorization to complete the replacement processThe original Covered Product must be returned in order to receive your replacement productAny coverage remaining under the term of this Agreement will be transferred to the new replacement productReplacement products may be new or refurbished to meet the manufacturer’s specifications of the original productIf you choose not to have your Covered Product replaced under this Agreement, then you may cancel this Agreement and we will refund the total price you paid for your current coverageWe will not be responsible for reconfiguring space to accommodate a replacement product when a product of identical dimensions is not available Since Ms***’s dryer was repairable then as stated in the terms and conditions we would have proceeded with repairsWe understand that Ms*** has purchased a new dryerIf she wishes to have her MPA transferred to this new dryer or if she wishes to cancel the MPA she need only contact our benefits department at 1-*** and they will be happy to assist with either action As for the calls Ms*** is receiving from SearsThese calls are in an attempt to recover the technician ordered gas valve sent to her on August 23, under UPS tracking # 1ZA356XSince Ms*** has cancelled her service appointment we will continue to attempt to contact her to recover our propertyWe request Ms*** return these calls so we can set up and easy part pick up with UPSOnce we have recovered the part we will no longer contact Ms***Since we have addressed Ms*** complaint and explained why she is receiving these calls 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, Vanessa ** *** Regulatory Complaint Specialist Sears Holdings Corporation ***direct Vanessa***@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 meSincerely, *** ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent
*** cell phone promotion $worth of points were added to Mr*** account as of February 1, We apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to MrDodson and 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 *** *** ***
August 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 9*** - Janet ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her allegation that damage was caused to her residence upon
the delivery and install of her purchased appliance
After reviewing Ms***'s complaint and our records, we were able to determine that she was assigned Damage Claim As clarification, once the claimant has been assigned a claim number through our third party vendor Xpo Last Mile, they provide an official response representing SearsXpo Last Mile has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Xpo Last Mile's actions; their decision on any claim is finalIf Ms*** has any questions or concerns regarding her Claim status, she may contact Carrier Manager Bob *** at *** or robert***@xpolastmile.com
We contacted Ms*** on August 12, We informed her that a Damage Claim was processed on her behave and we issued a $sales adjustment for any inconvenience this may have causedSince Ms***'s issue is being handled through a standardized claim process with XPO Last Mile and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the Carrier Manager, we have closed our file
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
REGULATORY SPECIALIST, regulatory complaints
sears holdings corporation
O: ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have completed our investigation of MsJ*** complaint regarding his Sears Appliance Warranty As clarification, when
a consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualifyThe consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit cardThe Sears Appliance warranty is $a month or $for a month periodOur consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” We were able to pull MsJ***’s recorded enrollment call and confirmed that our agent did in fact inform MsJ*** that the Sears Appliance Warranty was $a month for the year coverage for all her major appliances at 2min and seconds into the callShe was also informed that if she cancelled before the enrollment period was up she would be responsible for the retail cost of the first service call on the refrigerator, this was at minutes and seconds into the callWe can also confirm that at mins and seconds into the call MsJ*** was informed that the $would cover the first service on her refrigerator including all parts and labor and if the refrigerator wasn’t able to be fixed she would receive $towards a replacementAt minutes and seconds into the call MsJ*** was informed the $for the first service would be split into payments; $would be collected over the phone on this call and she would pay the remaining $to the service technician when he arrived for service on April 11, Since our service technician did not service the refrigerator on April 11, this amount was not collected from MsJ***, nor was it collected on April 17th when the refrigerator was repairedSince MsJ*** cancelled the Sears Home Warranty on April 19, MsJ*** paid only $for a service call that retails for $305.03, which is $for the part and $for laborSince we have confirmed that MsJ*** was informed that the Sears Warranty was a monthly charge and that she would be responsible for the first call at retail cost if she cancelled the warranty before the end of the month enrollment period we do find she is responsible for the remaining cost of the service completed on her refrigerator on April 17, which is $after deducting the $she paid over the phone on April 6, Since we do not find that MsJ***’s allegations are correct we have closed this case We apologize to MsJ*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
August 11,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94*** - Patsy Kay ***
Dear Ms***,
We have completed the investigation of Ms***'s complaint regarding her dissatisfaction with a lawn tractor she
purchased from Sears and a lawn tractor she received in exchange
It is unfortunate that we failed Ms***'s expectations when she recently purchased a lawn tractor and bagger from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAlthough her purchase has exceeded our day return period, we have agreed to honor Ms***'s request for a refundPickup of her lawn tractor and bagger is currently scheduled for August 16, Two separate emails have been sent to Ms*** to provide our delivery department contact information, the scheduled pickup date and refund informationIf Ms*** has any questions about the pickup and refund process, she is welcome to contact Regulatory Complaint Specialist Nicki *** by replying directly to her email or by telephone at 512-***At this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe respectfully ask to have this matter closed, since we have noted Ms***'s comments and the requested resolution has been provided
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Nicki ***
Regulatory Complaint Specialist
512-***
1-800-*** *** ***
March 10, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: #***- Oleksiy Y*** Dear Ms*** We have been unable to complete the investigation of Mr
Y***’s complaint regarding his refrigerator. It was our understanding that MrY*** was contacted by personnel from his local store on March 7, 2018, and the $adjustment he was seeking was providedAs such, we have closed our fileWe apologize to MrY*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and his request for a refundWithin Mr***
complaint he requested a refund for services that he noted was completed while the unit was under warrantyWe feel it is important to remind Mr*** that his one year parts and labor warranty expired on May 14, The request for service on the ice maker was called in on May 22, 2016, days after the warranty expiredThat said, as a one-time gesture of good customer service we have requested Mr*** be refunded in full for the service callIt is important to note that the credit back to the *** card ending in *** should post to the account within 10-daysSince we have noted our response to Mr*** complaint and have provided him with his desired resolution, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
August 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to our response regarding her dissatisfaction with the delay in receiving her credit for the return of her online order
On July 29, we contacted Ms*** and provided a copy of the credit receipt that was processed on July 16, in the amount of $We suggested that Ms*** contact her banking institute regarding the credit that was issuedOn August 3, Ms*** confirmed that she received the creditWe respectfully ask that this matter be closed, since the requested resolution has been provided
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 Claims Specialist
Sears Holdings Corporation
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Brian S W*** Dear *** *** We have completed our investigation of MrW*** complaint regarding the cancellation of his Sears Appliance Warranty We
would first like to point out that *** Services, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrW*** contract MrW*** is correct that it is possible to cancel the Sears Appliance Warranty at any time before the month enrollment expiresUnfortunately he was told at the time of enrollment the following: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” Sears serviced MrW*** refrigerator on June 23, The retail cost of this repair was $436.40, that is $for parts and $for labor plus tax, with the 50% off of the first service due to purchasing the Sears Appliance warranty that brings the cost down to $MrW*** paid $on June 8, and parts were ordered and installed on June 23, A refund of $was processed for the overage MrW*** paid for the 50% service feeOur records show that MrW*** cancelled his Sears Appliance Warranty on Aug 23, Since MrW*** cancelled the service warranty before the agreed month period he does owe the remaining $for the service on the refrigeratorTo have the work done and then dispute the agreed upon warranty and limitations later is similar to a consumer ordering a meal and negotiating the price after it has been consumed, when the options are obviously more limitedWith that said, since we provided the service under the terms we communicated, MrW*** will be billed for the balance remaining for the first service completed on June 23, As this decision is commensurate to the circumstances, we have closed our file We apologize to MrW***’s on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
June 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the Washer he
purchased We apologize that Mr*** washer failed to meet his expectationsMr*** believes that his washer has a known flawHowever, there was no manufacturer’s defect noted on his service visits, and we have none reported by the manufacturer at this timeThe washer is in fact working up to design specifications set by the manufacturer according to the notes our technician madeThe noise is for the washer when in the spin cycle especiallyThis can be worsened if properly balanced loads are not washedPage of the owner’s manual notes that this washer may make noises that are different from those a consumer may be used toThis does not mean that there is anything wrong with the washerPage also shows several possible causes for vibration or “off balance.” The causes noted there are unbalanced load, unstable floor, and feet not positioned properlyOur technician noted that he leveled the feet, but Mr*** may want to verify that his flooring is stable and he is washing loads balanced as notedIf the washer is stored on a second floor, that is not ideal and in order to support the washer properly, especially with such high spin speeds, a stable floor is neededRegardless, the technician verified that the item was functioning properly prior to leaving the premisesMr*** washer has a one year parts and labor warranty from the manufacturer which we will continue to honor if there are any further issuesOur return and exchange policy is only valid for days from the date of purchase and that time has long since passed; therefore, we will not be able to grant Mr*** requestWe 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 Complaint Specialist ***
November 23, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ***Dear *** ***We have completed the investigation of *** ***
complaint regarding his recent online order he placed for in store pick-up.It is unfortunate
that we failed *** *** expectations
as we value his patronage We can
understand his frustration with the series of events detailed in his complaint
We can assure that his concerns have been forwarded to management for review so
that future problems of this nature can be avertedWe confirmed that *** ***
has received a refund on the hose for $Therefore, the remaining total of
$will be processed shortly according to District Sales Manager, *** ***Additionally, we hope that in the future *** *** will allow us
another opportunity to provide him with a better example of customer service
that we have built our reputation uponShould *** *** have any questions, he
may contact the local store directly at *** In the interim, we have
noted *** *** concerns and respectfully ask to have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
August 20,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Joyce ***
Dear Ms***:
We have completed our investigation of Ms*** complaint regarding the service on her range
Our research showed that Ms
*** Master Protection Agreement had been cancelled erroneously; Ms*** indicated she did receive the check for the cancellation but had not cashed it yetShe agreed to destroy the check and the MPA was put back on to her range
After reviewing the service history and discussing the issue with Ms*** we authorized her for a replacement of the range under the terms of her Master Protection Agreement (MPA)She has been provided with the necessary information to select a new range, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with Ms*** approval, we have closed our file
We apologize to Ms*** 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,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Vanessa.***@searshc.com
Complaint: ***
I am rejecting this response because: I never asked for a refund or for the item to be returnedI simply wanted another dining set to be shipped to meInstead it's been almost a month and I still have no tableYou said you refunded my money and I have to take your word for it because I have not received itHowever I am not satisfied with your response because I have basically wasted a month of my time and my children still don't have a table to eat on.
Sincerely,
*** ***
November 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # ***- Theo B*** Dear Ms*** We
have completed the investigation of MrB*** complaint regarding his lease First of all, we want to note that *** ** (WNLI) or *** is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirementsA copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account Our Lease program is not a finance or lease to own program. Rather, *** purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five monthsUpon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item. *** has reviewed its records and concluded it properly administered the lease. According to *** MrB*** was charged late fees because the card he provided declined payments on several occasions. On September 12, 2017, he called in regarding the fees, and as a courtesy they took the fee off of the next paymentThey also sthe account as bi-weekly. The credit card payments still declined after September 12th and being sbi-weekly; which goes against his original argument. On November 15, he then he called in regarding early pay off (EPO) and wanted the $late fees applied toward the EPO. However, he was informed that they couldn’t do that. A new card was added and on November 15th, the original quote for EPO of $365.44, was offered along with an additional discount as a courtesyThe lease was then closed out for $In light of the aforementioned information, we have closed our file We apologize to MrB*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Specialist, Regulatory Complaints Email: Tammie.S***
March 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Marcia YS*** - # *** Dear Ms*** We have completed our investigation of MsS*** complaint regarding the non-receipt of a part
refund It is regrettable that we failed MsS*** expectations when she recently contacted Sears Homes Services to repair her dryerWe value MsS*** patronage and 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. Dorothy with unit *** responded that after reviewing the notes in MsS*** service order, she confirmed that the one part had been returned and the second part order had been canceled. Accordingly, a refund for $was submitted. MsS*** should see a refund post to her *** account ending in *** in the next to days. In the interim, since we are providing MsS*** with her requested resolution, 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
Contact Name and Title: MELISSA ***
August 31,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Lisa *** - # 9456***
Dear Ms***:
We have completed our investigation Ms***'s rebuttal to our previous response
Upon receiving Ms***'s complaint, we contacted the store of purchase for further informationThe store reported that the dishwasher did arrive on Thursday, but when they called Ms***, there was no voicemail set up and message could not be leftUnfortunately, it appears that her husband was provided inaccurate information when he called the store on Friday to check on the whereabouts of her new dishwasherThe matter was resolved on August 30, 2015, when the ***s picked up the new dishwasherSince Ms*** has received her new dishwasher, albeit slightly later than expected, 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
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,
Erica ***
August 29, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Cameron L*** -# *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding the charge
for a recent service call on her refrigerator and her request for a refund First, we would like to apologize to Ms*** for failing her expectations when she recently scheduled service for her refrigeratorAfter reviewing the notes in her service order, we decided to honor Ms***’s request for a refund of the labor charge for customer satisfaction. A credit request for $was submitted on August 29, 2016, so Ms*** should see a refund post to her Visa account ending in in the next five to seven business ***sWith that said, since we are providing Ms*** with her requested resolution and we have documented her concerns with the repair process, we ask to have this matter closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Igor R***
Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: # *** - Sally *** Dear Ms***: We have completed our investigation of Ms***’ complaint regarding service on her washer It is important to know
that Sears did not deem Ms*** dryer as un-repairableWhen our service technician had to order a second part Ms*** stated she wanted a replacement under the service agreement she purchasedAs required our service technician forwarded her request for a replacement to our benefits department but also ordered the needed gas valve since he knew the dryer could be repairedSection under the Master Protection Agreement states: COVERAGE FOR REPLACEMENTWe have the sole right to determine whether a Covered Product will be repaired or replacedIf we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information we will replace the Covered Product with a comparable productWe will determine and authorize the replacement amount but you will select your replacement product from a Sears Retail Store or items “sold by” Sears on Sears.comIn some cases replacement will be arranged through the manufacturerYou will have up to ninety (90) days from the date of authorization to complete the replacement processThe original Covered Product must be returned in order to receive your replacement productAny coverage remaining under the term of this Agreement will be transferred to the new replacement productReplacement products may be new or refurbished to meet the manufacturer’s specifications of the original productIf you choose not to have your Covered Product replaced under this Agreement, then you may cancel this Agreement and we will refund the total price you paid for your current coverageWe will not be responsible for reconfiguring space to accommodate a replacement product when a product of identical dimensions is not available Since Ms***’s dryer was repairable then as stated in the terms and conditions we would have proceeded with repairsWe understand that Ms*** has purchased a new dryerIf she wishes to have her MPA transferred to this new dryer or if she wishes to cancel the MPA she need only contact our benefits department at 1-*** and they will be happy to assist with either action As for the calls Ms*** is receiving from SearsThese calls are in an attempt to recover the technician ordered gas valve sent to her on August 23, under UPS tracking # 1ZA356XSince Ms*** has cancelled her service appointment we will continue to attempt to contact her to recover our propertyWe request Ms*** return these calls so we can set up and easy part pick up with UPSOnce we have recovered the part we will no longer contact Ms***Since we have addressed Ms*** complaint and explained why she is receiving these calls 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, Vanessa ** *** Regulatory Complaint Specialist Sears Holdings Corporation ***direct Vanessa***@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 meSincerely, *** ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent
*** cell phone promotion $worth of points were added to Mr*** account as of February 1, We apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to MrDodson and 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 *** *** ***
August 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 9*** - Janet ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her allegation that damage was caused to her residence upon
the delivery and install of her purchased appliance
After reviewing Ms***'s complaint and our records, we were able to determine that she was assigned Damage Claim As clarification, once the claimant has been assigned a claim number through our third party vendor Xpo Last Mile, they provide an official response representing SearsXpo Last Mile has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Xpo Last Mile's actions; their decision on any claim is finalIf Ms*** has any questions or concerns regarding her Claim status, she may contact Carrier Manager Bob *** at *** or robert***@xpolastmile.com
We contacted Ms*** on August 12, We informed her that a Damage Claim was processed on her behave and we issued a $sales adjustment for any inconvenience this may have causedSince Ms***'s issue is being handled through a standardized claim process with XPO Last Mile and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the Carrier Manager, we have closed our file
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
REGULATORY SPECIALIST, regulatory complaints
sears holdings corporation
O: ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have completed our investigation of MsJ*** complaint regarding his Sears Appliance Warranty As clarification, when
a consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualifyThe consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit cardThe Sears Appliance warranty is $a month or $for a month periodOur consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” We were able to pull MsJ***’s recorded enrollment call and confirmed that our agent did in fact inform MsJ*** that the Sears Appliance Warranty was $a month for the year coverage for all her major appliances at 2min and seconds into the callShe was also informed that if she cancelled before the enrollment period was up she would be responsible for the retail cost of the first service call on the refrigerator, this was at minutes and seconds into the callWe can also confirm that at mins and seconds into the call MsJ*** was informed that the $would cover the first service on her refrigerator including all parts and labor and if the refrigerator wasn’t able to be fixed she would receive $towards a replacementAt minutes and seconds into the call MsJ*** was informed the $for the first service would be split into payments; $would be collected over the phone on this call and she would pay the remaining $to the service technician when he arrived for service on April 11, Since our service technician did not service the refrigerator on April 11, this amount was not collected from MsJ***, nor was it collected on April 17th when the refrigerator was repairedSince MsJ*** cancelled the Sears Home Warranty on April 19, MsJ*** paid only $for a service call that retails for $305.03, which is $for the part and $for laborSince we have confirmed that MsJ*** was informed that the Sears Warranty was a monthly charge and that she would be responsible for the first call at retail cost if she cancelled the warranty before the end of the month enrollment period we do find she is responsible for the remaining cost of the service completed on her refrigerator on April 17, which is $after deducting the $she paid over the phone on April 6, Since we do not find that MsJ***’s allegations are correct we have closed this case We apologize to MsJ*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
August 11,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94*** - Patsy Kay ***
Dear Ms***,
We have completed the investigation of Ms***'s complaint regarding her dissatisfaction with a lawn tractor she
purchased from Sears and a lawn tractor she received in exchange
It is unfortunate that we failed Ms***'s expectations when she recently purchased a lawn tractor and bagger from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAlthough her purchase has exceeded our day return period, we have agreed to honor Ms***'s request for a refundPickup of her lawn tractor and bagger is currently scheduled for August 16, Two separate emails have been sent to Ms*** to provide our delivery department contact information, the scheduled pickup date and refund informationIf Ms*** has any questions about the pickup and refund process, she is welcome to contact Regulatory Complaint Specialist Nicki *** by replying directly to her email or by telephone at 512-***At this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe respectfully ask to have this matter closed, since we have noted Ms***'s comments and the requested resolution has been provided
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Nicki ***
Regulatory Complaint Specialist
512-***
1-800-*** *** ***
March 10, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: #***- Oleksiy Y*** Dear Ms*** We have been unable to complete the investigation of Mr
Y***’s complaint regarding his refrigerator. It was our understanding that MrY*** was contacted by personnel from his local store on March 7, 2018, and the $adjustment he was seeking was providedAs such, we have closed our fileWe apologize to MrY*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and his request for a refundWithin Mr***
complaint he requested a refund for services that he noted was completed while the unit was under warrantyWe feel it is important to remind Mr*** that his one year parts and labor warranty expired on May 14, The request for service on the ice maker was called in on May 22, 2016, days after the warranty expiredThat said, as a one-time gesture of good customer service we have requested Mr*** be refunded in full for the service callIt is important to note that the credit back to the *** card ending in *** should post to the account within 10-daysSince we have noted our response to Mr*** complaint and have provided him with his desired resolution, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
August 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to our response regarding her dissatisfaction with the delay in receiving her credit for the return of her online order
On July 29, we contacted Ms*** and provided a copy of the credit receipt that was processed on July 16, in the amount of $We suggested that Ms*** contact her banking institute regarding the credit that was issuedOn August 3, Ms*** confirmed that she received the creditWe respectfully ask that this matter be closed, since the requested resolution has been provided
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 Claims Specialist
Sears Holdings Corporation
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Brian S W*** Dear *** *** We have completed our investigation of MrW*** complaint regarding the cancellation of his Sears Appliance Warranty We
would first like to point out that *** Services, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrW*** contract MrW*** is correct that it is possible to cancel the Sears Appliance Warranty at any time before the month enrollment expiresUnfortunately he was told at the time of enrollment the following: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” Sears serviced MrW*** refrigerator on June 23, The retail cost of this repair was $436.40, that is $for parts and $for labor plus tax, with the 50% off of the first service due to purchasing the Sears Appliance warranty that brings the cost down to $MrW*** paid $on June 8, and parts were ordered and installed on June 23, A refund of $was processed for the overage MrW*** paid for the 50% service feeOur records show that MrW*** cancelled his Sears Appliance Warranty on Aug 23, Since MrW*** cancelled the service warranty before the agreed month period he does owe the remaining $for the service on the refrigeratorTo have the work done and then dispute the agreed upon warranty and limitations later is similar to a consumer ordering a meal and negotiating the price after it has been consumed, when the options are obviously more limitedWith that said, since we provided the service under the terms we communicated, MrW*** will be billed for the balance remaining for the first service completed on June 23, As this decision is commensurate to the circumstances, we have closed our file We apologize to MrW***’s on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
June 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the Washer he
purchased We apologize that Mr*** washer failed to meet his expectationsMr*** believes that his washer has a known flawHowever, there was no manufacturer’s defect noted on his service visits, and we have none reported by the manufacturer at this timeThe washer is in fact working up to design specifications set by the manufacturer according to the notes our technician madeThe noise is for the washer when in the spin cycle especiallyThis can be worsened if properly balanced loads are not washedPage of the owner’s manual notes that this washer may make noises that are different from those a consumer may be used toThis does not mean that there is anything wrong with the washerPage also shows several possible causes for vibration or “off balance.” The causes noted there are unbalanced load, unstable floor, and feet not positioned properlyOur technician noted that he leveled the feet, but Mr*** may want to verify that his flooring is stable and he is washing loads balanced as notedIf the washer is stored on a second floor, that is not ideal and in order to support the washer properly, especially with such high spin speeds, a stable floor is neededRegardless, the technician verified that the item was functioning properly prior to leaving the premisesMr*** washer has a one year parts and labor warranty from the manufacturer which we will continue to honor if there are any further issuesOur return and exchange policy is only valid for days from the date of purchase and that time has long since passed; therefore, we will not be able to grant Mr*** requestWe 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 Complaint Specialist ***
November 23, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ***Dear *** ***We have completed the investigation of *** ***
complaint regarding his recent online order he placed for in store pick-up.It is unfortunate
that we failed *** *** expectations
as we value his patronage We can
understand his frustration with the series of events detailed in his complaint
We can assure that his concerns have been forwarded to management for review so
that future problems of this nature can be avertedWe confirmed that *** ***
has received a refund on the hose for $Therefore, the remaining total of
$will be processed shortly according to District Sales Manager, *** ***Additionally, we hope that in the future *** *** will allow us
another opportunity to provide him with a better example of customer service
that we have built our reputation uponShould *** *** have any questions, he
may contact the local store directly at *** In the interim, we have
noted *** *** concerns and respectfully ask to have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
August 20,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Joyce ***
Dear Ms***:
We have completed our investigation of Ms*** complaint regarding the service on her range
Our research showed that Ms
*** Master Protection Agreement had been cancelled erroneously; Ms*** indicated she did receive the check for the cancellation but had not cashed it yetShe agreed to destroy the check and the MPA was put back on to her range
After reviewing the service history and discussing the issue with Ms*** we authorized her for a replacement of the range under the terms of her Master Protection Agreement (MPA)She has been provided with the necessary information to select a new range, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with Ms*** approval, we have closed our file
We apologize to Ms*** 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,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Vanessa.***@searshc.com
Complaint: ***
I am rejecting this response because: I never asked for a refund or for the item to be returnedI simply wanted another dining set to be shipped to meInstead it's been almost a month and I still have no tableYou said you refunded my money and I have to take your word for it because I have not received itHowever I am not satisfied with your response because I have basically wasted a month of my time and my children still don't have a table to eat on.
Sincerely,
*** ***
November 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # ***- Theo B*** Dear Ms*** We
have completed the investigation of MrB*** complaint regarding his lease First of all, we want to note that *** ** (WNLI) or *** is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirementsA copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account Our Lease program is not a finance or lease to own program. Rather, *** purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five monthsUpon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item. *** has reviewed its records and concluded it properly administered the lease. According to *** MrB*** was charged late fees because the card he provided declined payments on several occasions. On September 12, 2017, he called in regarding the fees, and as a courtesy they took the fee off of the next paymentThey also sthe account as bi-weekly. The credit card payments still declined after September 12th and being sbi-weekly; which goes against his original argument. On November 15, he then he called in regarding early pay off (EPO) and wanted the $late fees applied toward the EPO. However, he was informed that they couldn’t do that. A new card was added and on November 15th, the original quote for EPO of $365.44, was offered along with an additional discount as a courtesyThe lease was then closed out for $In light of the aforementioned information, we have closed our file We apologize to MrB*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Specialist, Regulatory Complaints Email: Tammie.S***