Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Ron And Susan A***
June 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the pricing of an
item he purchased As clarification, the promotion in question notes: “5% Off or months financing on Tools with qualifying Sears card.Subject to credit approvalOffers may not be combined with other Sears card offersFor on-line transactions, the required transaction amount is based on the single item selectedSelect the Savings offer or Special Financing offer on the payment page in checkout to get instant savings or special financingFor in-store transactions, purchase requirement amount is less coupons, discounts and reward certificates, and does not include tax, installation, delivery, shipping or fees, and must be made in a single transactionOffer available on items sold by Sears onlyExcludes closeouts, clearance,Unilateral Pricing Policy (UPP) and Everyday Great Price itemsExcludes Sears Commercial One accountsSears Home Improvement AccountSM applies on installed merchandise only.” Clearly, if a Sears card is not used, the promotion would not applyIf a consumer has a Sears card in their profile as their default payment method, the system may assume that is what is being used and the promotion will appear to apply until processingIf the consumer is not watching closely, they may not see the price change when it is processed and the system recognizes that the Sears card is not being used after allWe apologize if this was not clear to Mr*** That said, we appreciate Mr*** patronage and we have issued a credit for $to the *** account he used for payment on his orderThis credit should reflect within 3-business daysIn light of the aforementioned, we respectfully ask that this matter be considered closed Again, we apologize to MrSheaffer 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 *** *** ***
July 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction at being denied
a refund since he was outside the parameters for this option per the terms of our return policy As clarification, our return policy changed in June of 2015, to reflect a 30-day time limit for most refunds and exchangesPrior to this, there were several different times that were applicable; anywhere from 30-daysWe felt that the policy was less confusing by making most the same timeFor some time after this, we still granted exceptions to our policy as we knew there would be an adjustment periodHowever, a few months ago we realized that there seemed to be no effort to comply with the posted policyDue to this, and the continuing increase in return fraud and return abuse that is ever more common in the retail industry, we had no other recourse but to take a firmer stance and discontinue the use of exceptions for the time being, unless it was for a valid reason such as the merchandise was purchased more than days ago but not delivered or shipped more than days beforeOtherwise, nationwide our stores and our customer service groups have a mandatory directive of no exceptions While Mr*** situation does seem like his request for an exception would be reasonable, once we open the door to that exception there would be others that also felt their request was reasonable and would feel we were being discriminatory if we honored Mr*** request while not honoring theirsWith that said, we are apologetic that we did not respond to Mr*** complaint earlierAs an apology for the delay we have sent him a $gift card good at any Sears or Kmart store, whether online or in personThis is being sent regular mail and should arrive in the next 2-weeks at the address noted on this complaintIn the interim, since we have explained why we are unable to make an exception to our policy for Mr***, we have closed our file. Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsBe aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Auto Center
First, we would like to apologize to Mr*** for failing his expectations in regard to a recent auto repair. Besides sending Mr*** complaint to the local auto center, we forwarded his concerns to the District Service Manager for further review, as we do not take these matters lightly. On December 10, 2016, Auto Center Manager *** *** responded that Mr*** returned to the auto center on December 9, 2016, to discuss his concerns with the repair. As resolution to Mr*** complaint, a refund in the amount of $was issued. As it is our understanding that this refund meets with Mr*** satisfaction, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10970842, and find that this resolution is satisfactory to me
Sincerely,
Darlene ***
Tell us why here...January 3,
Revdex.com
Attn: Nita Virghes
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: ***/Doris *** Via: Revdex.com Website
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 affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerWe have reached an amicable agreement with MsKirk
At this time we respectfully request you close your fileOn behalf of SHIP, please know we value Ms*** as a customer and apologize for any inconveniences she may have experiencedIf you have any questions or concerns, please contact me at 800-222-x 5552, or via email at Jeanne.***@searshomepro.com
Sincerely,
Jeanne ***
SHIP/HI Regulatory Complaint Specialist
September 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Danette F* - # *** Dear *** *** We have completed the investigation of MsF* rebuttal to our previous response While we empathize with MsF* we are unable to compensate her for lost time. However, as we explained in our original response as a conciliatory gesture, we provided her with a one-year extension to the MPA she carries on her television. In conclusion, since we have documented MsF* follconcerns and we have clarified that no further compensation will be provided, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa L*** Regulatory Complaints Specialist
June 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction at being informed that the repair
needed on his tractor would not be covered under his Repair Protection Agreement (RPA)
We would first like to clarify that just because an item is under a RPA, it does not mean that all repairs would be coveredThe RPA states under LIMITATIONS OF COVERAGE THAT APPLIES TO ALL PLANSTHIS AGREEMENT DOES NOT COVER, “Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature such as hurricanes, tornadoes, floods, etc.”
In Mr*** case, on June 10, our technician assessed the tractor and found a hole in the engine blockOur technician noted that the engine did not have any oil and also found the air filter was very dirtyThese findings indicate misuse and neglect of the tractorUsing the tractor under these conditions damaged the engineTherefore, as listed in the protection agreement, the repair or a replacement of the tractor will not be covered under the RPAHowever, the RPA does provide Mr*** a 25% discount on parts and labor if he chooses to continue with the repairMr*** can contact *** if he would like to scheduled service and pay for the serviceWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
July 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal We are willing to provide Ms*** with a full refund for her RPAHowever, there will be no refund for her newly purchased unitMs*** may have requested a copy of the terms of her RPA via email, but we have no records on file to corroborate that statementWe also do not have any records reflecting that she attempted to call or request the record once moreEven if that email were submitted, it is possible that it was not receivedA simple phone call would have yielded the copy of the terms she requestedEven if Ms*** had those terms in her possession, she would only be entitled to a refund of her purchase price for the RPA; there would be nothing given for her damage unit which was caused by an external source, her plumbingAs such, we have canceled the coverage and a check for the full amount of the purchase price for Ms*** RPA was requested; she should receive it in 10-business daysWe are not obligated to provide nay thing further and our decision is final 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
I was reimbursed through *** in the executive teamHowever, Sears really needs to have their team accessible to their customersIt was nearly impossible to reach someone about my orderWe are good now
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** - Donald R C*** Dear *** ***
We have completed the investigation of MrC*** complaint regarding not receiving service for his manufactured
warrantied refrigerator As clarification, not all calls for service are covered by a manufacturerSpecifically, the warranty generally covers service visits that are due to a defect in material or workmanship, but it does not cover the visit if repairs are needed due to customer misuse or lack of basic maintenance When our service technician arrived he found the refrigerator had a severe insect infestation and unsafe working conditions, there were areas of bare plywood was covering up holes in the floorOur service technician took pictures of the refrigerator and its conditionIt is obvious that the issues are not due to manufacture material or workmanship therefore any repairs would not be covered under the manufacture warranty and would be MrC*** responsibility Since we have explained why MrC*** does not qualify for a replacement or service under the manufacture warranty we have closed our case We apologize to MrC*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
December 7,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problem he encountered when he attempted to exchange
a pair of defective *** jeans after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Mr*** purchased the jeans on October 2, 2016, and attempted to return it on November 19, 2016, he was over the 30-day “hassle-free” return period
However, Mr*** mentioned in his complaint that the jeans had a defect in the material causing them to come apart within a few weeksWe reached out to *** ***, Store Manager for Store ***, for assistance and requested that she inspect the jeans for a defect and not consumer abuseMs*** contacted Mr*** and offered to assist with the issueShe confirmed that the jeans were defective and were exchanged under the product implied warrantyWith that being said, since we have provided Mr*** with his desired resolution, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
December 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms*** We have completed the investigation of Miss *** complaint regarding her recent online order
experience and request to return the items for a refund It is unfortunate that we failed Miss *** expectations as we value her patronageWe can understand Miss *** frustration with the series of events noted in her complaintAdditionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter confirming the charges for this order, we have processed three electronic return labels that were sent to Miss *** via emailFor Miss *** records the tracking number for the Women’s Allexina shoes is *** the tracking for the toddler boots is *** and the tracking for the Girl’s Hillary Black ankle boot is *** Once the items are returned, then Miss *** may follow up with me via email at *** for the refundWe hope that in the future Miss *** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Miss *** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
January 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding the pricing of his
recent order We have spoken with *** *** in regard to this issueAlthough the coupon did not apply in the way he wished to use it, we offered to provide him with a $gift card and $in points as a gesture of appreciation for his patronage and he acceptedAccordingly, we respectfully ask that this matter be considered closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** *** *** *** *** *** ***
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,
Pamela ***
May 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with a store
substitution for her online order It is unfortunate that we failed *** *** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure *** *** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, *** *** Manager for Kmart Store *** contacted *** *** to offer an apology and a $store credit. *** *** accepted this offer and indicated that it met with her approval. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced *** *** is welcome to contact *** ** *** *** if she has any further questions about this issue or her store credit. We respectfully ask to have this matter closed, since we have noted *** *** 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 North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed our investigation of We would first like to point out that *** *** *** *** (CCHS) is the
obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), 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 Mr*** contract On receipt of Mr*** complaint and were provided the following information: “The customer called in on 4/3/to cancel the warranty agreement upset about the non-covered charges on the claimThe customer was advised that the non-covered charges would need to be addressed prior to the warranty proceeding with the approved repairHe was advised of the cancellation fee at the time should he have chosen to proceed with the cancellationThe customer then requested that the service company complete the approved repairHe was transferred to Customer Service for further assistance While speaking with the Customer Service Representative, Mr*** requested that the parts be ordered; the customer requested that only the approved repair be performedThe parts were ordered with an ETA of 4/6/ An appointment was scheduled on 4/12/between 3-5pm at the customer’s request On the following day, 4/13/2017, both the service provider and the customer were contacted and both parties confirmed that the repair was successfully completed and the refrigerator was working okay On 4/14/2017, a representative from our Revdex.com team reached out to the customer to follow upThe customer, again, confirmed completion of the repair and accepted a reimbursement of his deductible due to the amount of time it had taken to resolve his concerns The escalation has been closed and Mr*** warranty is still activeThere have been no additional requests to cancel the warranty agreement.” Since Mr*** *ssue has been addressed by CCHS we have closed this caseWe apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Ron And Susan A***
June 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the pricing of an
item he purchased As clarification, the promotion in question notes: “5% Off or months financing on Tools with qualifying Sears card.Subject to credit approvalOffers may not be combined with other Sears card offersFor on-line transactions, the required transaction amount is based on the single item selectedSelect the Savings offer or Special Financing offer on the payment page in checkout to get instant savings or special financingFor in-store transactions, purchase requirement amount is less coupons, discounts and reward certificates, and does not include tax, installation, delivery, shipping or fees, and must be made in a single transactionOffer available on items sold by Sears onlyExcludes closeouts, clearance,Unilateral Pricing Policy (UPP) and Everyday Great Price itemsExcludes Sears Commercial One accountsSears Home Improvement AccountSM applies on installed merchandise only.” Clearly, if a Sears card is not used, the promotion would not applyIf a consumer has a Sears card in their profile as their default payment method, the system may assume that is what is being used and the promotion will appear to apply until processingIf the consumer is not watching closely, they may not see the price change when it is processed and the system recognizes that the Sears card is not being used after allWe apologize if this was not clear to Mr*** That said, we appreciate Mr*** patronage and we have issued a credit for $to the *** account he used for payment on his orderThis credit should reflect within 3-business daysIn light of the aforementioned, we respectfully ask that this matter be considered closed Again, we apologize to MrSheaffer 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 *** *** ***
July 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction at being denied
a refund since he was outside the parameters for this option per the terms of our return policy As clarification, our return policy changed in June of 2015, to reflect a 30-day time limit for most refunds and exchangesPrior to this, there were several different times that were applicable; anywhere from 30-daysWe felt that the policy was less confusing by making most the same timeFor some time after this, we still granted exceptions to our policy as we knew there would be an adjustment periodHowever, a few months ago we realized that there seemed to be no effort to comply with the posted policyDue to this, and the continuing increase in return fraud and return abuse that is ever more common in the retail industry, we had no other recourse but to take a firmer stance and discontinue the use of exceptions for the time being, unless it was for a valid reason such as the merchandise was purchased more than days ago but not delivered or shipped more than days beforeOtherwise, nationwide our stores and our customer service groups have a mandatory directive of no exceptions While Mr*** situation does seem like his request for an exception would be reasonable, once we open the door to that exception there would be others that also felt their request was reasonable and would feel we were being discriminatory if we honored Mr*** request while not honoring theirsWith that said, we are apologetic that we did not respond to Mr*** complaint earlierAs an apology for the delay we have sent him a $gift card good at any Sears or Kmart store, whether online or in personThis is being sent regular mail and should arrive in the next 2-weeks at the address noted on this complaintIn the interim, since we have explained why we are unable to make an exception to our policy for Mr***, we have closed our file. Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsBe aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Auto Center
First, we would like to apologize to Mr*** for failing his expectations in regard to a recent auto repair. Besides sending Mr*** complaint to the local auto center, we forwarded his concerns to the District Service Manager for further review, as we do not take these matters lightly. On December 10, 2016, Auto Center Manager *** *** responded that Mr*** returned to the auto center on December 9, 2016, to discuss his concerns with the repair. As resolution to Mr*** complaint, a refund in the amount of $was issued. As it is our understanding that this refund meets with Mr*** satisfaction, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10970842, and find that this resolution is satisfactory to me
Sincerely,
Darlene ***
Tell us why here...January 3,
Revdex.com
Attn: Nita Virghes
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: ***/Doris *** Via: Revdex.com Website
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 affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerWe have reached an amicable agreement with MsKirk
At this time we respectfully request you close your fileOn behalf of SHIP, please know we value Ms*** as a customer and apologize for any inconveniences she may have experiencedIf you have any questions or concerns, please contact me at 800-222-x 5552, or via email at Jeanne.***@searshomepro.com
Sincerely,
Jeanne ***
SHIP/HI Regulatory Complaint Specialist
September 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Danette F
* - # *** Dear *** *** We have completed the investigation of MsF
* rebuttal to our previous response While we empathize with MsF
* we are unable to compensate her for lost time. However, as we explained in our original response as a conciliatory gesture, we provided her with a one-year extension to the MPA she carries on her television. In conclusion, since we have documented MsF
* follconcerns and we have clarified that no further compensation will be provided, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa L*** Regulatory Complaints Specialist
June 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction at being informed that the repair
needed on his tractor would not be covered under his Repair Protection Agreement (RPA)
We would first like to clarify that just because an item is under a RPA, it does not mean that all repairs would be coveredThe RPA states under LIMITATIONS OF COVERAGE THAT APPLIES TO ALL PLANSTHIS AGREEMENT DOES NOT COVER, “Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature such as hurricanes, tornadoes, floods, etc.”
In Mr*** case, on June 10, our technician assessed the tractor and found a hole in the engine blockOur technician noted that the engine did not have any oil and also found the air filter was very dirtyThese findings indicate misuse and neglect of the tractorUsing the tractor under these conditions damaged the engineTherefore, as listed in the protection agreement, the repair or a replacement of the tractor will not be covered under the RPAHowever, the RPA does provide Mr*** a 25% discount on parts and labor if he chooses to continue with the repairMr*** can contact *** if he would like to scheduled service and pay for the serviceWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
July 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal We are willing to provide Ms*** with a full refund for her RPAHowever, there will be no refund for her newly purchased unitMs*** may have requested a copy of the terms of her RPA via email, but we have no records on file to corroborate that statementWe also do not have any records reflecting that she attempted to call or request the record once moreEven if that email were submitted, it is possible that it was not receivedA simple phone call would have yielded the copy of the terms she requestedEven if Ms*** had those terms in her possession, she would only be entitled to a refund of her purchase price for the RPA; there would be nothing given for her damage unit which was caused by an external source, her plumbingAs such, we have canceled the coverage and a check for the full amount of the purchase price for Ms*** RPA was requested; she should receive it in 10-business daysWe are not obligated to provide nay thing further and our decision is final 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
I was reimbursed through *** in the executive teamHowever, Sears really needs to have their team accessible to their customersIt was nearly impossible to reach someone about my orderWe are good now
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** - Donald R C*** Dear *** ***
We have completed the investigation of MrC*** complaint regarding not receiving service for his manufactured
warrantied refrigerator As clarification, not all calls for service are covered by a manufacturerSpecifically, the warranty generally covers service visits that are due to a defect in material or workmanship, but it does not cover the visit if repairs are needed due to customer misuse or lack of basic maintenance When our service technician arrived he found the refrigerator had a severe insect infestation and unsafe working conditions, there were areas of bare plywood was covering up holes in the floorOur service technician took pictures of the refrigerator and its conditionIt is obvious that the issues are not due to manufacture material or workmanship therefore any repairs would not be covered under the manufacture warranty and would be MrC*** responsibility Since we have explained why MrC*** does not qualify for a replacement or service under the manufacture warranty we have closed our case We apologize to MrC*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
December 7,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problem he encountered when he attempted to exchange
a pair of defective *** jeans after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Mr*** purchased the jeans on October 2, 2016, and attempted to return it on November 19, 2016, he was over the 30-day “hassle-free” return period
However, Mr*** mentioned in his complaint that the jeans had a defect in the material causing them to come apart within a few weeksWe reached out to *** ***, Store Manager for Store ***, for assistance and requested that she inspect the jeans for a defect and not consumer abuseMs*** contacted Mr*** and offered to assist with the issueShe confirmed that the jeans were defective and were exchanged under the product implied warrantyWith that being said, since we have provided Mr*** with his desired resolution, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
December 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms*** We have completed the investigation of Miss *** complaint regarding her recent online order
experience and request to return the items for a refund It is unfortunate that we failed Miss *** expectations as we value her patronageWe can understand Miss *** frustration with the series of events noted in her complaintAdditionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter confirming the charges for this order, we have processed three electronic return labels that were sent to Miss *** via emailFor Miss *** records the tracking number for the Women’s Allexina shoes is *** the tracking for the toddler boots is *** and the tracking for the Girl’s Hillary Black ankle boot is *** Once the items are returned, then Miss *** may follow up with me via email at *** for the refundWe hope that in the future Miss *** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Miss *** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
January 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding the pricing of his
recent order We have spoken with *** *** in regard to this issueAlthough the coupon did not apply in the way he wished to use it, we offered to provide him with a $gift card and $in points as a gesture of appreciation for his patronage and he acceptedAccordingly, we respectfully ask that this matter be considered closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** *** *** *** *** *** ***
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,
Pamela ***
May 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with a store
substitution for her online order It is unfortunate that we failed *** *** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure *** *** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, *** *** Manager for Kmart Store *** contacted *** *** to offer an apology and a $store credit. *** *** accepted this offer and indicated that it met with her approval. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced *** *** is welcome to contact *** ** *** *** if she has any further questions about this issue or her store credit. We respectfully ask to have this matter closed, since we have noted *** *** 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 North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed our investigation of We would first like to point out that *** *** *** *** (CCHS) is the
obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), 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 Mr*** contract On receipt of Mr*** complaint and were provided the following information: “The customer called in on 4/3/to cancel the warranty agreement upset about the non-covered charges on the claimThe customer was advised that the non-covered charges would need to be addressed prior to the warranty proceeding with the approved repairHe was advised of the cancellation fee at the time should he have chosen to proceed with the cancellationThe customer then requested that the service company complete the approved repairHe was transferred to Customer Service for further assistance While speaking with the Customer Service Representative, Mr*** requested that the parts be ordered; the customer requested that only the approved repair be performedThe parts were ordered with an ETA of 4/6/ An appointment was scheduled on 4/12/between 3-5pm at the customer’s request On the following day, 4/13/2017, both the service provider and the customer were contacted and both parties confirmed that the repair was successfully completed and the refrigerator was working okay On 4/14/2017, a representative from our Revdex.com team reached out to the customer to follow upThe customer, again, confirmed completion of the repair and accepted a reimbursement of his deductible due to the amount of time it had taken to resolve his concerns The escalation has been closed and Mr*** warranty is still activeThere have been no additional requests to cancel the warranty agreement.” Since Mr*** *ssue has been addressed by CCHS we have closed this caseWe apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***