Initial Business Response /* (1000, 5, 2015/04/13) */
***
***
***
***
***
***
We have completed the investigation of* complaint regarding a
refund from Sears
*** Sears Hometown and Outlet, District Sales Manager provided the following response:
An issue with our point of sale system would not allow us to properly credit *** for the purchase of the compressor noted in his complaintWe were able to provide *** with a cash refund when he was in the store on Friday, April 10, On behalf of Sears Holdings Corporation, I would like to apologize to *** for the issues surrounding our inability to properly credit his accountSince it is my understanding that *** was satisfied with receiving a full cash refund, we ask that this complaint be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
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May 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent
purchases. In regard to Ms*** refrigerator purchase, she already received a $discount, free delivery, a 15% credit and $worth of Shop Your Way rewards pointsThere was not a promotion for an additional 20% ofcording to our records, the refrigerator has not yet been deliveredWe are willing to give Ms*** an additional 5% to make the 20% she claims she was due, but we will not be able to grant an additional 20% on top of what she has already receivedIf this is not acceptable to Ms*** we can cancel her transaction including the delivery of the refrigerator and a refund will be issued for what she paid. As far as the range is concerned, Ms*** was given free delivery for this item and nothing is mentioned about changing the fuel when this service is describedIn fact, during the checkout process, when you click on “what to expect with standard delivery” the screen says: “What this service includes - Item(s) will be delivered to room of choice - Item(s) will not be removed from carton, setup, assembled or installed - Haulaway of old unit will be provided if haulaway is purchased on the same order” As you can see, nothing is mentioned about converting the connection or hooking up to liquid propane, which is what Ms*** wantedPropane conversion/ connection is not a service we offer and even if it were, installation service was not selected or paid forDespite this fact, we are willing to provide Ms*** with a $credit as a courtesyShould Ms*** decide to accept either offer, I can be reached via email at *** during business hoursThis offer is only valid for days from the date of this letter; after that, it will be null and voidOtherwise, since we are unable to provide what Ms*** was seeking due to the aforementioned reasons, but we have proposed alternatives as a courtesy, we respectfully ask that this matter be considered closed Again, we apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
Also, just to follwith the lengthy message I sent in response to not being satisfied with the findings...Other than being lied to regarding the test drives thay repeatidly took place, and the customer service issues under the previous management at that location, I have taken all " Final invoices " and verified the dates, times, nature of work performed, and amount concluded for each time we took the truck in for repairs From your response, you had stated that the service depthad stated that we had only spent dollars and change at their store By careful recalculation, the amount they stated to you was about dollars shy of the actual amount Their dishonesty is disheartening, to say the least All receipts ( Final invoices only ) show a total of $ spent at their location I just wanted to clarify that with you since it did not reflect in my previous response from earlier this morning Thank you for your time. SINCERELY;*** ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding repairs
to his garden tractor*** *** has confirmed that he has received all the
needed parts to complete repairs
to his tractorSears Home Services will dispatch a technician to the ***
home on November 6, I have asked *** *** to contact me once the repairs
have been completedAt this time, this letter shall serve as an update to *** *** complaintWe 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.
I have spoken to *** *** and the Washer in question that will replace ours is not **, which fine. Sears did a good job in resolving this complaint and I am grateful for this being resolved without further action. I have attached washer we want to replace our with - should it require a small payment above the $credit I was offered - we will pay it.*** *** was very nice and professional and got to the bottom of this problem
Sincerely,
*** ***
August 29,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945***-Lori ***
Dear Ms***:
We have completed the investigation of Ms*** complaint
As clarification, Iconix manufactures the *** Boxer
merchandise for Kmart so any issues with *** Boxer branded items should be directed to Kmart, which is part of Sears Holdings CorporationThat said, we value our consumer's feedback and we can assure Ms*** that this information will be forwarded to the appropriate partiesWe want to apologize to Ms*** for any inconvenience she may have experienced as a result of this issue and a check for the $in question was sent to her home address on August 9, In light of the aforementioned information, we respectfully ask that this matter be considered closed
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) ***
Tammie.***@searshc.com
May 13,
Revdex.com
Attn: Nita ***
North Wabash Ave- Ste***
Chicago, IL
Our File No: 18***
Revdex.com File No: 94***/***
Via: Revdex.com website
Dear Ms***,
This letter serves to confirm that Sears Home Improvement Products (SHIP)
has been in contact with Mrand Mrs***Our local Phoenix office is having the installer, *** Construction, visit the ***s' home tomorrow to inspect the windows and make sure that all matters are addressedOnce I have spoken to Mrand Mrs*** next week I will update your office accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-*** extension *** or via email at Liz.***@searshomepro.com
Sincerely,
Liz ***
SHIP/HI Regulatory Complaint Specialist
cc: Mrand Mrs***
Complaint:
I am rejecting this response because: None of the statements given by Sears managers are trueMy Nissan has been neglected by Sears which has resulted in major repairs to the engine, mismatch lug nuts, and missing cover grommets
Sincerely,
Reta ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
experience and his request for a refund It is unfortunate that we failed Mr*** expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online Solutions had processed a full refundAccordingly, a refund of $and $was credited back to Mr*** *** account ending in *** on July 21, This credit should have posted back to his account within to business daysIn the interim, we have noted Mr*** 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
July 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her oven Store Manager
Dimitri C*** at the Pleasanton location has offered to handle an exchange under the warranty for MsHayesWe apologize for any confusion; these units do not require replacement often and it seems the employees MsHayes spoke with may have either forgotten proper procedure or were unaware to begin withWe will ensure this is addressed All MsH*** needs to do is call or visit the store and ask for DimitriPaul, Juliet or Marie Again, we apologize to MsH*** 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 ***searshc.com
June 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
It is unfortunate that we failed Ms*** expectations and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe 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 avertedAfter reviewing the notes in the order, we found that Sears Online issued a refund on May 31, A credit of $was issued to the *** account and $to the Shop Your Way Reward accountFor Ms*** records the refund receipt numbers are *** and *** Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have
completed the investigation of Ms*** complaint regarding her refrigerator As clarification, Ms*** has a Master Protection Agreement (MPA) that only entitles her to a replacement under very specific terms It stipulates: “We 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 (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable productWe will determine and authorize the replacement amount, but you will select your replacement product from a Sears or Sears affiliated store or in 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 Non-Repairable 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 coverageThere may be additional replacement benefits and limitations depending on your type of Protection PlanPlease refer to the section of this Agreement that is applicable to your type of PlanNO LEMON GUARANTEE In accordance with the foregoing provisions, at your request we will also replace the Covered Product under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”)To secure authorization, call *** prior to the expiration of the Fourth Failure Time PeriodFOOD LOSS REIMBURSEMENT FOR REFRIGERATORS AND FREEZERS Within any continuous twelve (12) month period during the Term of this Agreement we will reimburse you for any food spoilage that is the result of a mechanical failure of the Covered ProductThe mechanical failure must be verified by usYou must file your claim within fourteen (14) days from the date the loss was verifiedDollar amount of reimbursement varies depending on your type of Protection Plan, Please refer to the section of this Agreement that is applicable to your type of planFOOD LOSSThe reimbursement for food loss as stated in Section is limited to $To file your claim go online to www.searspabenefits.com.” Ms*** refrigerator was not found to be un-repairable, nor has it met the other criteria noted above wherein a replacement may be granted under the No Lemon GuaranteeIn fact, we only have one functional repair on file within the last consecutive monthsOn the other occasions, our technicians did not find any malfunctions presentIt seems that Ms*** simply chose to purchase a new unit form another source rather than wait for the completion of another repairHowever, even if a replacement were to be provided according to the terms of her MPA, it would be in the form of a credit for a new refrigerator from Sears at our discretionNothing is noted about reimbursement for a purchase made from another retailerWith that said, Ms*** may be entitled to reimbursement for her lost food and as noted above she may visit the listed website file a claimAfter her claim is addressed, should Ms*** wish to cancel the remainder of her coverage, she may do so and a prorated refund will be issued in accordance with the cancelation clause stipulated in the terms of her MPAOur Service Contracts department can process her cancelation and they may be reached during business hours at *** ***In light of the aforementioned information, we have closed our file 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,
*** *** I did speak to the Sears representative and she gave her contact information. The stove is working now, I did express my concern about the stove being worked on times in two years but we will see if this last repair resolves the issue for now
January 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear *** *** We have completed our investigation of Mr*** complaint regarding service on his refrigerator
After reviewing the service history and discussing the issue with Mr*** we authorized him for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA)He has been provided with the necessary information to select a new refrigerator, and he has my direct contact information in the event that he requires further assistanceAt this time, since it was our understanding that this resolution met with Mr*** approval, we have closed our file We 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 *** *** ***
July 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer
We have spoken with Mr*** in regard to this matter and he indicated that the resolution we provided met with his approvalAs such, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
February 21, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jeremy *** - # Dear Ms***: We have completed the investigation of Mr***’s complaint regarding his refrigerator repair
Upon researching Mr***’s complaint, we found that he purchased whole house coverage on November 29, 2016, and he immediately called for service on his refrigerator. Our records show that several repairs were completed; however, on January 27, 2107, it was determined that the unit could not be repaired. In accordance with the terms of Mr***’s agreement, he was authorized $towards a new refrigerator from Sears. If Mr*** does not wish to accept the offer, he has the choice to cancel his agreement. Below are the terms of cancellation, which explain that outside the initial days of purchase, any service costs will be deducted, as well as a processing fee VICANCELLATION You may cancel this Agreement within days of the coverage effective date if a claim has been made, or at any time thereafter, at which time you may be entitled to a refund of unearned contract fees paid based on the short rate schedule less a processing fee of twenty-five dollars ($25) and less the cost of any services performed pursuant to the Agreement, where permitted by lawIf the refund calculation results in you owing us payment for services provided, we may bill you for the lesser of the net amount due to us or the unpaid annual term contract feeWe will bill or charge you any balance owed to us through the same mechanism as any previous installment billings, or we will direct bill you if such a mechanism is not available As clarification, the service contract does not guarantee that the covered product will be repaired; it only provides coverage for as many repairs as needed. Additionally, it empowers us to deem the product unrepairable; at which time a replacement would be authorized in accordance with the terms of the agreement. Since we find that Sears Home Services upheld the terms of Mr***’s service contract, as demonstrated by the multiple repair attempts and ultimately, their determination that the refrigerator could not be repaired; we are unable to honor his request for a full refund of the contract. As this decision is final and commensurate to the circumstances, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
January 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and non-receipt of a refund for a part she returned to Sears Parts Direct It is unfortunate that we failed Ms*** expectations when she recently returned an order to Sears Parts DirectWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that we issued a refund of $to Ms*** credit account on January 12, 2017. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and the requested refund 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 *** *** *** ***
January 2, 2018 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted]– Shlomo [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding...
some malfunctioning remotes for two garage door openers he purchased from us previously. Mr. [redacted] has been provided with the means to purchase replacement remotes and since this met with his satisfaction, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [email protected]
Contact Name and Title: MELISSA [redacted]September 21, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: Allan [redacted] - # 94568798Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]'s complaint regarding his refrigerator repair.First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator repair. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Mr. [redacted]'s complaint to the District Service Manager and Routing Manager for review and we are confident that his concerns will be thoroughly addressed. On September 19, 2015, the technician returned to Mr. [redacted]'s home to install the part that was previously ordered; completing the repair. As a conciliatory gesture for any inconvenience Mr. [redacted] may have experienced, we have submitted a request for a reimbursement check to help compensate Mr. [redacted] for the ice he purchased while waiting for the repair to be completed. A check request for $100.00 was submitted on September 21, 2015, and should be received by Mr. [redacted] within the next two weeks. Additionally, we have purchased a six-month Master Protection Agreement (MPA) for Mr. [redacted]'s refrigerator; the coverage will begin on September 25, 2015, upon the expiration of the manufacturer's warranty. In summary, since we have completed the repair to Mr. [redacted]'s refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints Specialist
Initial Business Response /* (1000, 5, 2015/04/13) */
* complaint regarding a
***
***
***
***
***
***
We have completed the investigation of
refund from Sears
*** Sears Hometown and Outlet, District Sales Manager provided the following response:
An issue with our point of sale system would not allow us to properly credit *** for the purchase of the compressor noted in his complaintWe were able to provide *** with a cash refund when he was in the store on Friday, April 10, On behalf of Sears Holdings Corporation, I would like to apologize to *** for the issues surrounding our inability to properly credit his accountSince it is my understanding that *** was satisfied with receiving a full cash refund, we ask that this complaint be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
May 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent
cording to our records, the refrigerator has not yet been deliveredWe are willing to give Ms*** an additional 5% to make the 20% she claims she was due, but we will not be able to grant an additional 20% on top of what she has already receivedIf this is not acceptable to Ms*** we can cancel her transaction including the delivery of the refrigerator and a refund will be issued for what she paid. As far as the range is concerned, Ms*** was given free delivery for this item and nothing is mentioned about changing the fuel when this service is describedIn fact, during the checkout process, when you click on “what to expect with standard delivery” the screen says: “What this service includes - Item(s) will be delivered to room of choice - Item(s) will not be removed from carton, setup, assembled or installed - Haulaway of old unit will be provided if haulaway is purchased on the same order” As you can see, nothing is mentioned about converting the connection or hooking up to liquid propane, which is what Ms*** wantedPropane conversion/ connection is not a service we offer and even if it were, installation service was not selected or paid forDespite this fact, we are willing to provide Ms*** with a $credit as a courtesyShould Ms*** decide to accept either offer, I can be reached via email at *** during business hoursThis offer is only valid for days from the date of this letter; after that, it will be null and voidOtherwise, since we are unable to provide what Ms*** was seeking due to the aforementioned reasons, but we have proposed alternatives as a courtesy, we respectfully ask that this matter be considered closed Again, we apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
purchases. In regard to Ms*** refrigerator purchase, she already received a $discount, free delivery, a 15% credit and $worth of Shop Your Way rewards pointsThere was not a promotion for an additional 20% of
Also, just to follwith the lengthy message I sent in response to not being satisfied with the findings...Other than being lied to regarding the test drives thay repeatidly took place, and the customer service issues under the previous management at that location, I have taken all " Final invoices " and verified the dates, times, nature of work performed, and amount concluded for each time we took the truck in for repairs From your response, you had stated that the service depthad stated that we had only spent dollars and change at their store By careful recalculation, the amount they stated to you was about dollars shy of the actual amount Their dishonesty is disheartening, to say the least All receipts ( Final invoices only ) show a total of $ spent at their location I just wanted to clarify that with you since it did not reflect in my previous response from earlier this morning Thank you for your time. SINCERELY;*** ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding repairs
to his garden tractor*** *** has confirmed that he has received all the
needed parts to complete repairs
to his tractorSears Home Services will dispatch a technician to the ***
home on November 6, I have asked *** *** to contact me once the repairs
have been completedAt this time, this letter shall serve as an update to *** *** complaintWe 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.
I have spoken to *** *** and the Washer in question that will replace ours is not **, which fine. Sears did a good job in resolving this complaint and I am grateful for this being resolved without further action. I have attached washer we want to replace our with - should it require a small payment above the $credit I was offered - we will pay it.*** *** was very nice and professional and got to the bottom of this problem
Sincerely,
*** ***
August 29,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945***-Lori ***
Dear Ms***:
We have completed the investigation of Ms*** complaint
As clarification, Iconix manufactures the *** Boxer
merchandise for Kmart so any issues with *** Boxer branded items should be directed to Kmart, which is part of Sears Holdings CorporationThat said, we value our consumer's feedback and we can assure Ms*** that this information will be forwarded to the appropriate partiesWe want to apologize to Ms*** for any inconvenience she may have experienced as a result of this issue and a check for the $in question was sent to her home address on August 9, In light of the aforementioned information, we respectfully ask that this matter be considered closed
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) ***
Tammie.***@searshc.com
May 13,
Revdex.com
Attn: Nita ***
North Wabash Ave- Ste***
Chicago, IL
Our File No: 18***
Revdex.com File No: 94***/***
Via: Revdex.com website
Dear Ms***,
This letter serves to confirm that Sears Home Improvement Products (SHIP)
has been in contact with Mrand Mrs***Our local Phoenix office is having the installer, *** Construction, visit the ***s' home tomorrow to inspect the windows and make sure that all matters are addressedOnce I have spoken to Mrand Mrs*** next week I will update your office accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-*** extension *** or via email at Liz.***@searshomepro.com
Sincerely,
Liz ***
SHIP/HI Regulatory Complaint Specialist
cc: Mrand Mrs***
Complaint:
I am rejecting this response because: None of the statements given by Sears managers are trueMy Nissan has been neglected by Sears which has resulted in major repairs to the engine, mismatch lug nuts, and missing cover grommets
Sincerely,
Reta ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
experience and his request for a refund It is unfortunate that we failed Mr*** expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online Solutions had processed a full refundAccordingly, a refund of $and $was credited back to Mr*** *** account ending in *** on July 21, This credit should have posted back to his account within to business daysIn the interim, we have noted Mr*** 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
July 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her oven Store Manager
Dimitri C*** at the Pleasanton location has offered to handle an exchange under the warranty for MsHayesWe apologize for any confusion; these units do not require replacement often and it seems the employees MsHayes spoke with may have either forgotten proper procedure or were unaware to begin withWe will ensure this is addressed All MsH*** needs to do is call or visit the store and ask for DimitriPaul, Juliet or Marie Again, we apologize to MsH*** 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 ***searshc.com
June 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
It is unfortunate that we failed Ms*** expectations and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe 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 avertedAfter reviewing the notes in the order, we found that Sears Online issued a refund on May 31, A credit of $was issued to the *** account and $to the Shop Your Way Reward accountFor Ms*** records the refund receipt numbers are *** and *** Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have
completed the investigation of Ms*** complaint regarding her refrigerator As clarification, Ms*** has a Master Protection Agreement (MPA) that only entitles her to a replacement under very specific terms It stipulates: “We 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 (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable productWe will determine and authorize the replacement amount, but you will select your replacement product from a Sears or Sears affiliated store or in 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 Non-Repairable 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 coverageThere may be additional replacement benefits and limitations depending on your type of Protection PlanPlease refer to the section of this Agreement that is applicable to your type of PlanNO LEMON GUARANTEE In accordance with the foregoing provisions, at your request we will also replace the Covered Product under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”)To secure authorization, call *** prior to the expiration of the Fourth Failure Time PeriodFOOD LOSS REIMBURSEMENT FOR REFRIGERATORS AND FREEZERS Within any continuous twelve (12) month period during the Term of this Agreement we will reimburse you for any food spoilage that is the result of a mechanical failure of the Covered ProductThe mechanical failure must be verified by usYou must file your claim within fourteen (14) days from the date the loss was verifiedDollar amount of reimbursement varies depending on your type of Protection Plan, Please refer to the section of this Agreement that is applicable to your type of planFOOD LOSSThe reimbursement for food loss as stated in Section is limited to $To file your claim go online to www.searspabenefits.com.” Ms*** refrigerator was not found to be un-repairable, nor has it met the other criteria noted above wherein a replacement may be granted under the No Lemon GuaranteeIn fact, we only have one functional repair on file within the last consecutive monthsOn the other occasions, our technicians did not find any malfunctions presentIt seems that Ms*** simply chose to purchase a new unit form another source rather than wait for the completion of another repairHowever, even if a replacement were to be provided according to the terms of her MPA, it would be in the form of a credit for a new refrigerator from Sears at our discretionNothing is noted about reimbursement for a purchase made from another retailerWith that said, Ms*** may be entitled to reimbursement for her lost food and as noted above she may visit the listed website file a claimAfter her claim is addressed, should Ms*** wish to cancel the remainder of her coverage, she may do so and a prorated refund will be issued in accordance with the cancelation clause stipulated in the terms of her MPAOur Service Contracts department can process her cancelation and they may be reached during business hours at *** ***In light of the aforementioned information, we have closed our file 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,
*** *** I did speak to the Sears representative and she gave her contact information. The stove is working now, I did express my concern about the stove being worked on times in two years but we will see if this last repair resolves the issue for now
January 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear *** *** We have completed our investigation of Mr*** complaint regarding service on his refrigerator
After reviewing the service history and discussing the issue with Mr*** we authorized him for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA)He has been provided with the necessary information to select a new refrigerator, and he has my direct contact information in the event that he requires further assistanceAt this time, since it was our understanding that this resolution met with Mr*** approval, we have closed our file We 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 *** *** ***
July 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer
We have spoken with Mr*** in regard to this matter and he indicated that the resolution we provided met with his approvalAs such, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
February 21, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jeremy *** - # Dear Ms***: We have completed the investigation of Mr***’s complaint regarding his refrigerator repair
Upon researching Mr***’s complaint, we found that he purchased whole house coverage on November 29, 2016, and he immediately called for service on his refrigerator. Our records show that several repairs were completed; however, on January 27, 2107, it was determined that the unit could not be repaired. In accordance with the terms of Mr***’s agreement, he was authorized $towards a new refrigerator from Sears. If Mr*** does not wish to accept the offer, he has the choice to cancel his agreement. Below are the terms of cancellation, which explain that outside the initial days of purchase, any service costs will be deducted, as well as a processing fee VICANCELLATION You may cancel this Agreement within days of the coverage effective date if a claim has been made, or at any time thereafter, at which time you may be entitled to a refund of unearned contract fees paid based on the short rate schedule less a processing fee of twenty-five dollars ($25) and less the cost of any services performed pursuant to the Agreement, where permitted by lawIf the refund calculation results in you owing us payment for services provided, we may bill you for the lesser of the net amount due to us or the unpaid annual term contract feeWe will bill or charge you any balance owed to us through the same mechanism as any previous installment billings, or we will direct bill you if such a mechanism is not available As clarification, the service contract does not guarantee that the covered product will be repaired; it only provides coverage for as many repairs as needed. Additionally, it empowers us to deem the product unrepairable; at which time a replacement would be authorized in accordance with the terms of the agreement. Since we find that Sears Home Services upheld the terms of Mr***’s service contract, as demonstrated by the multiple repair attempts and ultimately, their determination that the refrigerator could not be repaired; we are unable to honor his request for a full refund of the contract. As this decision is final and commensurate to the circumstances, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
January 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and non-receipt of a refund for a part she returned to Sears Parts Direct It is unfortunate that we failed Ms*** expectations when she recently returned an order to Sears Parts DirectWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that we issued a refund of $to Ms*** credit account on January 12, 2017. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and the requested refund 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 *** *** *** ***
January 2, 2018 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted]– Shlomo [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding...
some malfunctioning remotes for two garage door openers he purchased from us previously. Mr. [redacted] has been provided with the means to purchase replacement remotes and since this met with his satisfaction, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [email protected]
Contact Name and Title: MELISSA [redacted]September 21, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: Allan [redacted] - # 94568798Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]'s complaint regarding his refrigerator repair.First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator repair. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Mr. [redacted]'s complaint to the District Service Manager and Routing Manager for review and we are confident that his concerns will be thoroughly addressed. On September 19, 2015, the technician returned to Mr. [redacted]'s home to install the part that was previously ordered; completing the repair. As a conciliatory gesture for any inconvenience Mr. [redacted] may have experienced, we have submitted a request for a reimbursement check to help compensate Mr. [redacted] for the ice he purchased while waiting for the repair to be completed. A check request for $100.00 was submitted on September 21, 2015, and should be received by Mr. [redacted] within the next two weeks. Additionally, we have purchased a six-month Master Protection Agreement (MPA) for Mr. [redacted]'s refrigerator; the coverage will begin on September 25, 2015, upon the expiration of the manufacturer's warranty. In summary, since we have completed the repair to Mr. [redacted]'s refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints Specialist