Complaint: [redacted] I am rejecting this response because:Sears response is incorrect, nowhere in the manufactures specifications do they say a wash machine can't be outside the home, further, this matter was originally resolved with the sears warranty department,my washer and dryer are stored at the back of my home in a water tight shed made expressly for that purpose.I cancelled the warranty I had with Sears and purchased a new washer because after a month, I could no longer tolerate the complete incompetents I was dealing with Sincerely, DF Dennis [redacted]
July 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return an online order at the Sears store It is unfortunate that we failed Mr [redacted] expectations when he recently attempted to return a pair of shoes that he ordered onlineWe apologize that the store associate was unable to complete the return due to complications with the system and did not take further action to assist Mr [redacted] since the return was clearly within the day return periodWe reached out to [redacted] , Store Manager for Store ***, to assist with Mr [redacted] concernMsKennedy confirmed that she contacted Mr [redacted] and that he returned to the store to complete the process on July 10, Since we have provided Mr [redacted] with his desired resolution, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me provided that the resolution is executed immediately Sincerely, Adolphe ***
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Rosaura [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding her [redacted] range It is important to note that Sears did not install Ms [redacted] ’s range or the cooktopSears was first contacted by Ms [redacted] on February 22, for an alleged internal gas leak of the cook top as reported to her by her plumberOn February 23, we found that the gas leak was at the supply tube and not from the cook topMs [redacted] was informed that since the leak was at the supply source she would need to have this fixed by a plumber or her gas company and that this issue was not covered under warranty since it was not part of the cook top On March 8, Ms [redacted] contacted Sears to repair a failed regulatorOur service technician found that the regulator was damaged and was pinched into the cook top at that main connectionWe believe this damage occurred at the time of installOur service technician did order a new regulator for Ms [redacted] at no charge as a curtesy onlySince the regulator shows signs of being crimped too tightly Sears would have been in our rights to have charged Ms [redacted] for this part which is approximately $Since the regulator was obviously damaged it is not covered under the manufacture warranty which states: “For one year from the date of sale this appliance is warranted against defects in material or workmanship when it is correctly installed, operated and maintained according to all supplied instructions.” The repair is not covered under the warranty sine the cook top was not installed correctlySince we have addressed Ms [redacted] ’s issue and explained why Sears is not honoring her request to pay for her plumber to re-install the cook top correctly we have closed our case We apologize to Ms [redacted] 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 L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
October 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed our review of Ms [redacted] rebuttal complaint to the previous response provided regarding her Shop Your Way Rewards account We have reviewed both Shop Your Way Rewards’ response and Ms [redacted] rebuttal, and we do not find that Ms [redacted] has brought any new information to her complaintWe were provided with proof in the system that Ms [redacted] did lose $in points since the order no longer qualified for the offers that it originally qualified forHowever, she was given those points back as a courtesyWe understand that Ms [redacted] remains dissatisfied with this responseUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Ms [redacted] case we do apologize if she feels we failed her expectations, but we feel SYWR’s courtesy exception to give those points back to her is relative to the circumstances and our decision is finalAt this point, we can only refer Ms [redacted] to contact Shop Your Way Rewards department directly at [redacted] for any further questions or concerns We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problems she encountered when she attempted to return the defective refrigerator It is unfortunate that we failed Ms [redacted] expectations when she recently purchased a new refrigeratorWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further On February 8, we contacted Ms [redacted] and offered to return the refrigerator without a restocking feeWe apologize that she was misinformed that she would be charged a 15% restocking fee for the return of a defective applianceAs clarification, damaged product must be reported within hours; however, Ms [redacted] reported within our day return period that the refrigerator was not working which is considered defective, not damagedThe haul away is scheduled for February 10, and the credit should post to her account within – business days after the return is completedWith that being said, since it is our understanding in speaking with Ms [redacted] that the return for a full refund is a resolution that met with her approval, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11108696, and find that this resolution is satisfactory to mePlease note I will be happy to accept their promise to refund my request and close the complaint, however, since I have been told on and off it would be refunded and it wasnt, I would also like to reserve the right to reopen the complaint should the refund not be applied as promised within the business days Sincerely, Melissa [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Nancy understood the reason why I did bot want to accept a repair on the broken refrigerator that was deliveredShe graciously apologized and replaced it with a new one
Complaint: [redacted] I am rejecting this response because: It is not a fair assesment of the problemI kept the oil changed and all maintenance doneUp until this happened, there was not a problem Sincerely, James C [redacted]
January 7, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #– Hope [redacted] Dear Ms [redacted] , We have completed the investigation of Mrs***’s complaint regarding her dissatisfaction with our customer service, non-receipt of her kmart.com layaway order, and her subsequent request for a refund It is unfortunate that we failed Mrs***’s expectations when she recently placed an order with KmartWe 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, we have confirmed that the following refunds: $32.99, $0.22, and $were issued to Mrs [redacted] on the same day we received this complaint, December 4, 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 Mrs***’s comments and the requested 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Kathryn H [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding her Samsung refrigerator Upon receipt of Ms [redacted] complaint, we found that she had been approved for a replacement under the terms and conditions of her Master Protection agreementOur records show that Kitchen Aid refrigerator Model # 106KRMF706ESS was delivered on November 5, We also show that Ms [redacted] received the allotted food loss benefit under the terms and conditions of the Master Protection agreementSince Ms [redacted] refrigerator has been replaced and we have processed the allotted food loss benefit we have closed our case We apologize to Ms [redacted] 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 L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
November 9, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her recent purchase.After reviewing the complaint filed, we communicated with [redacted] via email and requested additional information [redacted] provided us with the original sales receipt number and we forwarded that information to the local store for assistanceStore General Manager [redacted] responded stating that she had reached out to [redacted] to address her complaint and agreed to return to the store for an exchange of the jeansWe apologize again for any inconvenience [redacted] experienced and hope that in the future she will allow us another opportunity to provide her with a better example of customer serviceShould [redacted] have any questions, she may contact the store directly at [redacted] In the interim, we have noted [redacted] 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 concernsSincerely, [redacted]
March 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his refrigerator Upon receipt of Mr [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement refrigeratorOur records show that Mr [redacted] purchased the Master Protection Agreement (MPA) on November 28, In the last twelve months, Mr [redacted] has had seven service calls completed, but only two qualifying repairs Parts were replaced on January 23, 2017, and on March 17, 2017; during the other service calls, the technician adjusted the temperature or provided instruction to Mr [redacted] While we understand that Mr [redacted] is frustrated and feels that his refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three (3) separate product failures and a fourth (4th) repair is required 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 last product failure ” As we stated previously, Mr [redacted] refrigerator has only had two qualifying repairs to dateWith that said, since we have explained why a replacement is currently not an option for Mr [redacted] and we have documented his concerns with the repair/replacement process, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
February 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Barbara LW [redacted] Dear Ms [redacted] We have completed the investigation of MsW [redacted] complaint regarding her water heater MsW [redacted] has provided a copy of her plumber’s invoice as well as pictures of the alleged issue with the installationWhile the terms of MsW [redacted] ’ service contract do not provide for reimbursement for service provided by a third party, the appointment time frame she was given is longer than usual and as such, we would be willing to consider issuing reimbursement for services covered under her contractAs far as the installation is concerned, our installation service is only guaranteed for one year and we have no way of knowing what has been done to the item or setup in the years sinceIt is our policy that the contractors we use for installation follow manufacturer’s guidelines as well as local building/plumbing codesAccording to our recordsA permit was even pulled for this installation on Jun 11, with the [redacted] DepartmentAs such, we will not be offering to reimburse any of the cost associated with anything beyond the labor and parts costs related to the replacement of the defective parts, which is what her service contract would provide forUnfortunately, the invoice MsW [redacted] supplied does not have a detailed breakdown of the labor fees assessed as to what they pertained toThat said, we are willing to apply the approximate labor fee we would charge for the same parts replacementIn total, we are willing to send MsW [redacted] on a check for $All we need to know is the mailing address so we may process We apologize to MsW [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 S [redacted] Specialist, Regulatory Complaints Email: Tammie.S [redacted]
Complaint: [redacted] I am rejecting this response because: I have not been contacted by anyone from Sears! Not by phone or email, so to say that I've accepted something without even talking to them is nothing but false!! I would gladly speak with them about an arrangement but given what looks to be a fabrication to look good to the Revdex.com and the public who may view this is agrivating! I do not accept this response because I have not spoke with anyone! Sincerely, Eric F*
November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Keyola L [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding an alleged billing discrepancy According to our records, Ms [redacted] was charged $on her card and used $in points for sales check 78406498455000, which was the activity deskOn sales check 78406496885000, which was for the expansion pack, she paid $on her card and used $worth of pointsThis would add up to $total charged on her cardHer order confirmation confirms this as wellWe apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Ms [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 (***) [redacted] Tammie[redacted] @searshc.com
March 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding his water heater We have spoken with Mr [redacted] and even though an authorized technician was not able to diagnose or verify the failure as a defect, we have sent the part he mentioned free of charge to him as a one-time courtesyIn light of the aforementioned information, we have closed our file We apologize to Mr [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me as I have FINALLY received my refund Sincerely, [redacted] ***
April 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding getting the repairs completed on her vacuum cleaner under her Master Protection Agreement (MPA) Once we received Ms [redacted] complaint I reached out to Ms [redacted] confirmed she did have an MPA for her vacuum cleanerSince she had already picked up the unrepaired vacuum cleaner we did ask her to return it to the store for repairsOnce she returned to the store our carrepair decided to offer Ms [redacted] a replacement under her MPA due to the confusions and delays she experienced with her previous repairsMs [redacted] accepted this resolution and has her new vacuum cleanerSince we have replaced Ms***s vacuum cleaner and the resolution was acceptable to her we have closed our case We apologize to Ms [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10887120, and find that this resolution is satisfactory to me They have stated they will process my refund today I will notify you, if I do not see a credit on my account in days Sincerely, Vivian [redacted]
Complaint: [redacted] I am rejecting this response because:Sears response is incorrect, nowhere in the manufactures specifications do they say a wash machine can't be outside the home, further, this matter was originally resolved with the sears warranty department,my washer and dryer are stored at the back of my home in a water tight shed made expressly for that purpose.I cancelled the warranty I had with Sears and purchased a new washer because after a month, I could no longer tolerate the complete incompetents I was dealing with Sincerely, DF Dennis [redacted]
July 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return an online order at the Sears store It is unfortunate that we failed Mr [redacted] expectations when he recently attempted to return a pair of shoes that he ordered onlineWe apologize that the store associate was unable to complete the return due to complications with the system and did not take further action to assist Mr [redacted] since the return was clearly within the day return periodWe reached out to [redacted] , Store Manager for Store ***, to assist with Mr [redacted] concernMsKennedy confirmed that she contacted Mr [redacted] and that he returned to the store to complete the process on July 10, Since we have provided Mr [redacted] with his desired resolution, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me provided that the resolution is executed immediately Sincerely, Adolphe ***
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Rosaura [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding her [redacted] range It is important to note that Sears did not install Ms [redacted] ’s range or the cooktopSears was first contacted by Ms [redacted] on February 22, for an alleged internal gas leak of the cook top as reported to her by her plumberOn February 23, we found that the gas leak was at the supply tube and not from the cook topMs [redacted] was informed that since the leak was at the supply source she would need to have this fixed by a plumber or her gas company and that this issue was not covered under warranty since it was not part of the cook top On March 8, Ms [redacted] contacted Sears to repair a failed regulatorOur service technician found that the regulator was damaged and was pinched into the cook top at that main connectionWe believe this damage occurred at the time of installOur service technician did order a new regulator for Ms [redacted] at no charge as a curtesy onlySince the regulator shows signs of being crimped too tightly Sears would have been in our rights to have charged Ms [redacted] for this part which is approximately $Since the regulator was obviously damaged it is not covered under the manufacture warranty which states: “For one year from the date of sale this appliance is warranted against defects in material or workmanship when it is correctly installed, operated and maintained according to all supplied instructions.” The repair is not covered under the warranty sine the cook top was not installed correctlySince we have addressed Ms [redacted] ’s issue and explained why Sears is not honoring her request to pay for her plumber to re-install the cook top correctly we have closed our case We apologize to Ms [redacted] 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 L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
October 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed our review of Ms [redacted] rebuttal complaint to the previous response provided regarding her Shop Your Way Rewards account We have reviewed both Shop Your Way Rewards’ response and Ms [redacted] rebuttal, and we do not find that Ms [redacted] has brought any new information to her complaintWe were provided with proof in the system that Ms [redacted] did lose $in points since the order no longer qualified for the offers that it originally qualified forHowever, she was given those points back as a courtesyWe understand that Ms [redacted] remains dissatisfied with this responseUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Ms [redacted] case we do apologize if she feels we failed her expectations, but we feel SYWR’s courtesy exception to give those points back to her is relative to the circumstances and our decision is finalAt this point, we can only refer Ms [redacted] to contact Shop Your Way Rewards department directly at [redacted] for any further questions or concerns We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problems she encountered when she attempted to return the defective refrigerator It is unfortunate that we failed Ms [redacted] expectations when she recently purchased a new refrigeratorWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further On February 8, we contacted Ms [redacted] and offered to return the refrigerator without a restocking feeWe apologize that she was misinformed that she would be charged a 15% restocking fee for the return of a defective applianceAs clarification, damaged product must be reported within hours; however, Ms [redacted] reported within our day return period that the refrigerator was not working which is considered defective, not damagedThe haul away is scheduled for February 10, and the credit should post to her account within – business days after the return is completedWith that being said, since it is our understanding in speaking with Ms [redacted] that the return for a full refund is a resolution that met with her approval, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11108696, and find that this resolution is satisfactory to mePlease note I will be happy to accept their promise to refund my request and close the complaint, however, since I have been told on and off it would be refunded and it wasnt, I would also like to reserve the right to reopen the complaint should the refund not be applied as promised within the business days Sincerely, Melissa [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Nancy understood the reason why I did bot want to accept a repair on the broken refrigerator that was deliveredShe graciously apologized and replaced it with a new one
Complaint: [redacted] I am rejecting this response because: It is not a fair assesment of the problemI kept the oil changed and all maintenance doneUp until this happened, there was not a problem Sincerely, James C [redacted]
January 7, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #– Hope [redacted] Dear Ms [redacted] , We have completed the investigation of Mrs***’s complaint regarding her dissatisfaction with our customer service, non-receipt of her kmart.com layaway order, and her subsequent request for a refund It is unfortunate that we failed Mrs***’s expectations when she recently placed an order with KmartWe 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, we have confirmed that the following refunds: $32.99, $0.22, and $were issued to Mrs [redacted] on the same day we received this complaint, December 4, 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 Mrs***’s comments and the requested 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Kathryn H [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding her Samsung refrigerator Upon receipt of Ms [redacted] complaint, we found that she had been approved for a replacement under the terms and conditions of her Master Protection agreementOur records show that Kitchen Aid refrigerator Model # 106KRMF706ESS was delivered on November 5, We also show that Ms [redacted] received the allotted food loss benefit under the terms and conditions of the Master Protection agreementSince Ms [redacted] refrigerator has been replaced and we have processed the allotted food loss benefit we have closed our case We apologize to Ms [redacted] 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 L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
November 9, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her recent purchase.After reviewing the complaint filed, we communicated with [redacted] via email and requested additional information [redacted] provided us with the original sales receipt number and we forwarded that information to the local store for assistanceStore General Manager [redacted] responded stating that she had reached out to [redacted] to address her complaint and agreed to return to the store for an exchange of the jeansWe apologize again for any inconvenience [redacted] experienced and hope that in the future she will allow us another opportunity to provide her with a better example of customer serviceShould [redacted] have any questions, she may contact the store directly at [redacted] In the interim, we have noted [redacted] 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 concernsSincerely, [redacted]
March 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his refrigerator Upon receipt of Mr [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement refrigeratorOur records show that Mr [redacted] purchased the Master Protection Agreement (MPA) on November 28, In the last twelve months, Mr [redacted] has had seven service calls completed, but only two qualifying repairs Parts were replaced on January 23, 2017, and on March 17, 2017; during the other service calls, the technician adjusted the temperature or provided instruction to Mr [redacted] While we understand that Mr [redacted] is frustrated and feels that his refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three (3) separate product failures and a fourth (4th) repair is required 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 last product failure ” As we stated previously, Mr [redacted] refrigerator has only had two qualifying repairs to dateWith that said, since we have explained why a replacement is currently not an option for Mr [redacted] and we have documented his concerns with the repair/replacement process, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
February 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Barbara LW [redacted] Dear Ms [redacted] We have completed the investigation of MsW [redacted] complaint regarding her water heater MsW [redacted] has provided a copy of her plumber’s invoice as well as pictures of the alleged issue with the installationWhile the terms of MsW [redacted] ’ service contract do not provide for reimbursement for service provided by a third party, the appointment time frame she was given is longer than usual and as such, we would be willing to consider issuing reimbursement for services covered under her contractAs far as the installation is concerned, our installation service is only guaranteed for one year and we have no way of knowing what has been done to the item or setup in the years sinceIt is our policy that the contractors we use for installation follow manufacturer’s guidelines as well as local building/plumbing codesAccording to our recordsA permit was even pulled for this installation on Jun 11, with the [redacted] DepartmentAs such, we will not be offering to reimburse any of the cost associated with anything beyond the labor and parts costs related to the replacement of the defective parts, which is what her service contract would provide forUnfortunately, the invoice MsW [redacted] supplied does not have a detailed breakdown of the labor fees assessed as to what they pertained toThat said, we are willing to apply the approximate labor fee we would charge for the same parts replacementIn total, we are willing to send MsW [redacted] on a check for $All we need to know is the mailing address so we may process We apologize to MsW [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 S [redacted] Specialist, Regulatory Complaints Email: Tammie.S [redacted]
Complaint: [redacted] I am rejecting this response because: I have not been contacted by anyone from Sears! Not by phone or email, so to say that I've accepted something without even talking to them is nothing but false!! I would gladly speak with them about an arrangement but given what looks to be a fabrication to look good to the Revdex.com and the public who may view this is agrivating! I do not accept this response because I have not spoke with anyone! Sincerely, Eric F
*
November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Keyola L [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding an alleged billing discrepancy According to our records, Ms [redacted] was charged $on her card and used $in points for sales check 78406498455000, which was the activity deskOn sales check 78406496885000, which was for the expansion pack, she paid $on her card and used $worth of pointsThis would add up to $total charged on her cardHer order confirmation confirms this as wellWe apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Ms [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 (***) [redacted] Tammie[redacted] @searshc.com
March 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding his water heater We have spoken with Mr [redacted] and even though an authorized technician was not able to diagnose or verify the failure as a defect, we have sent the part he mentioned free of charge to him as a one-time courtesyIn light of the aforementioned information, we have closed our file We apologize to Mr [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me as I have FINALLY received my refund Sincerely, [redacted] ***
April 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding getting the repairs completed on her vacuum cleaner under her Master Protection Agreement (MPA) Once we received Ms [redacted] complaint I reached out to Ms [redacted] confirmed she did have an MPA for her vacuum cleanerSince she had already picked up the unrepaired vacuum cleaner we did ask her to return it to the store for repairsOnce she returned to the store our carrepair decided to offer Ms [redacted] a replacement under her MPA due to the confusions and delays she experienced with her previous repairsMs [redacted] accepted this resolution and has her new vacuum cleanerSince we have replaced Ms***s vacuum cleaner and the resolution was acceptable to her we have closed our case We apologize to Ms [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10887120, and find that this resolution is satisfactory to me They have stated they will process my refund today I will notify you, if I do not see a credit on my account in days Sincerely, Vivian [redacted]