June 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order experience and request for either a replacement or refund It is unfortunate that we failed Ms [redacted] expectations and we can understand her frustration with the series of 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 avertedAfter reviewing the notes in the order we show that Sears Online issued an erl for Ms [redacted] to return the product for a refundAccordingly, we have issued the refund today and the credit should post to her account within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 30, [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 dissatisfaction that his refund for the return of his online order was issued in the form of a gift card and not refunded to his credit card Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe contacted Mr [redacted] and he provided the gift card number that was issued by the storeWe cancelled the gift card and on December 30, we issued a manual refund of $to Mr [redacted] ending in ***The credit should post to Mr [redacted] account within – business daysIn the interim, since we have provided Mr [redacted] with his requested 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]
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]
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
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]
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
(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
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
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]
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
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 ***
March 21, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Mona S [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint indicating the delay she had encountered in receiving service on her washerOur records indicate that the service was completed on the washer on March 4, Since that time, Ms [redacted] also called in to set preventative maintenance checks on several of her itemsOne call on her dryer is happening today and she has calls scheduled for her treadmill and garage door for March 27thSince the original service calls have been completed, we have closed our fileWe 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 concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
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
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*
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]
July 23, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com Case #: Carol [redacted] Via: Revdex.com Website Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileOn behalf of SHIP please know that we value Ms [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced as a result of this issue SHIP 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 mannerOur project coordinator has received approval from senior management to do two returns in Ms [redacted] homeWe are working on a date and time when we can do that work for her and we are doing our best to get there as soon as possible We sympathize with any inconvenience and understand Ms [redacted] frustrations and will do all that we can to ensure she is satisfied with the serviceThank you for your time, effort and patience during the investigationIf you have any questions or concerns, please contact me at 800- [redacted] ***, or via email at richard.***@searshomepro.com Sincerely, Richard [redacted] SHIP/HI Regulatory Complaint Specialist cc: Carol [redacted] via First Class Mail
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 Sincerely, Mark C [redacted]
February 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Joseph [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] ’s complaint that his service agreement expired before it should have After extensive research of the case history we were able to confirm that Mr [redacted] ’s Repair Protection Agreement did expire before it should haveWe have adjusted this to show the correct expiration date of February 28, For customer satisfaction we also refunded Mr [redacted] for a recent part order on break away bolts and ordered him the snow blower nuts he needed as well at no cost to himSince it is our understanding that this resolution was acceptable to Mr [redacted] we have closed our case We apologize to Mr [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
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]
June 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order experience and request for either a replacement or refund It is unfortunate that we failed Ms [redacted] expectations and we can understand her frustration with the series of 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 avertedAfter reviewing the notes in the order we show that Sears Online issued an erl for Ms [redacted] to return the product for a refundAccordingly, we have issued the refund today and the credit should post to her account within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 30, [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 dissatisfaction that his refund for the return of his online order was issued in the form of a gift card and not refunded to his credit card Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe contacted Mr [redacted] and he provided the gift card number that was issued by the storeWe cancelled the gift card and on December 30, we issued a manual refund of $to Mr [redacted] ending in ***The credit should post to Mr [redacted] account within – business daysIn the interim, since we have provided Mr [redacted] with his requested 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]
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]
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
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]
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
(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
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
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]
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
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 ***
March 21, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Mona S [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint indicating the delay she had encountered in receiving service on her washerOur records indicate that the service was completed on the washer on March 4, Since that time, Ms [redacted] also called in to set preventative maintenance checks on several of her itemsOne call on her dryer is happening today and she has calls scheduled for her treadmill and garage door for March 27thSince the original service calls have been completed, we have closed our fileWe 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 concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
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
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
*
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]
July 23, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com Case #: Carol [redacted] Via: Revdex.com Website Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileOn behalf of SHIP please know that we value Ms [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced as a result of this issue SHIP 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 mannerOur project coordinator has received approval from senior management to do two returns in Ms [redacted] homeWe are working on a date and time when we can do that work for her and we are doing our best to get there as soon as possible We sympathize with any inconvenience and understand Ms [redacted] frustrations and will do all that we can to ensure she is satisfied with the serviceThank you for your time, effort and patience during the investigationIf you have any questions or concerns, please contact me at 800- [redacted] ***, or via email at richard.***@searshomepro.com Sincerely, Richard [redacted] SHIP/HI Regulatory Complaint Specialist cc: Carol [redacted] via First Class Mail
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 Sincerely, Mark C [redacted]
February 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Joseph [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] ’s complaint that his service agreement expired before it should have After extensive research of the case history we were able to confirm that Mr [redacted] ’s Repair Protection Agreement did expire before it should haveWe have adjusted this to show the correct expiration date of February 28, For customer satisfaction we also refunded Mr [redacted] for a recent part order on break away bolts and ordered him the snow blower nuts he needed as well at no cost to himSince it is our understanding that this resolution was acceptable to Mr [redacted] we have closed our case We apologize to Mr [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
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]