(The consumer indicated he/she ACCEPTED the response from the business.)
The refrigerator is repaired to working order. I was not happy with the length of time it took from when the problem was reported to resolution.
December 4, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611Re: [redacted]Dear [redacted]We have completed
our investigation of [redacted] complaint regarding service for her
refrigerator. We were able to complete
repairs on the...
refrigerator and [redacted] mother, who is the owner of the
refrigerator confirmed it is in working order. [redacted] mother requested reimbursement
for food loss and reimbursement for a small refrigerator she purchased while
waiting the completion of the service. Although this is not a benefit of their
coverage, due to the delay in service we offered a onetime only reimbursement of
$200.00 for food loss as well as the $169.99 paid for the small refrigerator
with a copy of the receipt. [redacted] mother provided a copy of the receipt
and we are processing both at this time. With that being said, since our
agreement with the Revdex.com restricts the length of time a
complaint can remain open, we feel that keeping this case open during the
interim is unwarranted. If [redacted] issue is not resolved to his satisfaction, he can reopen it
later even if the Revdex.com has closed it as resolved. We
respectfully ask that this matter remain closed at this time.We apologize to [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,[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
November 11, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Lonnie C[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. C[redacted] complaint regarding her dissatisfaction with the service availability in...
her area and the quality of the service provided on her refrigerator.
We apologize for the delay in our response. It is unfortunate that we failed Ms. C[redacted] expectations when she recently scheduled a refrigerator repair. We value Ms. C[redacted] patronage, but can understand her frustration that we could not provide service for her refrigerator within a timely manner. We would like to apologize for the inconvenience and disappointment that Ms. C[redacted] may have experienced. We want to assure Ms. C[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 October 2, 2017 we contacted Ms. C[redacted] and offered to assist with scheduling service for her refrigerator. Ms. C[redacted] stated that she had already replaced the refrigerator. We advised that without the refrigerator, we could no longer assist her. Ms. C[redacted] reiterated her disappointment and did not need any further assistance. With that being said, since we have addressed the issue brought forth in Ms. C[redacted] complaint, we have closed our file.
We apologize to Ms. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
September 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Herman H. [redacted] # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his washer. First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. After reviewing the notes in our service system, our office authorized a replacement under Mr. [redacted]’s Master Protection Agreement (MPA). Based upon the features of Mr. [redacted]’s current washer, it was determined that $699.99 would provide him with a comparable replacement under his MPA. An email was sent to Mr. [redacted] on September 6, 2016, explaining the replacement process. As stated in the email, Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, ([redacted]) [redacted], to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty, which will run for a full year from the date of delivery. Lastly, our office processed another $50.00 check for laundry reimbursement, which Mr. [redacted] should receive in the next week. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
April 12, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #12037960– Eric [redacted] Dear Ms. [redacted]: In the interest of resolving Mr. [redacted]’s issue, we have added $23.00 worth of points to his account. We have also...
addressed the issue of Mr. [redacted] receiving incorrect information from one of our chat representative with the parties in question in an effort to prevent further such occurrences. Again, we want to make sure that Mr. [redacted] understands that he will need to review the terms and conditions of his SYWR membership as well as any promotion to make sure his purchase qualifies before proceeding as we cannot continue to make such exceptions. Since we have granted Mr. Foix’s request this time, 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 S[redacted] Regulatory Complaint Specialist [redacted]@searshc.com
September 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Stephanie [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her inability to cease...
receiving promotional emails from one of Sears Holdings Corporation’s companies or loyalty programs. As clarification, we do have different promotional emails for many of our businesses, including sears.com, kmart.com, and craftsman.com, and while all of those emails have unsubscribe links, those apply just to the emails sent by that specific business. To make matters more confusing, we also have emails that are generated by our Shop Your Way Reward (SYWR) program. We also want to stress that after a request to unsubscribe has been submitted, it can take up to 10 days before the email address has been completely purged from all of our systems. While it does not usually take that many days, that is how many we are allowed to take if necessary. In Ms. [redacted] case, we found that the only business sending her emails as of June 7, 2016, was our basic Sears promotional division. We show that Ms. [redacted] entered a “global” opt out on September 3, 2016, which loaded into our system on September 4th. A global opt out, will opt a consumer out of all of our promotional emails for all of our businesses, but they will still be able to receive transactional emails. For instance if they choose to receive a receipt emailed to them, or they are having a repair done and request to have updates on the status sent via email. We show the last promotional emails that we sent to Ms. [redacted] were from September 4th and 5th, which is under the 10 days from the time she unsubscribed on September 3rd. After this, she should not have received any further promotional emails and should not receive any in the future. If she does receive any, she is welcome to forward the email to me at Dana.[redacted]@searshc.com, so that I can get this over to our email team to investigate further. In the interim, since we have confirmed that Ms. [redacted] email address is in our system as a “do not promote” for emails, we have closed our file. 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Dial [redacted] Dana.[redacted]@searshc.com
June 28, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the charges he paid for parts for an in-home...
service call through Sears Home Services.We apologize for any confusion, but Sears stores and Sears PartsDirect are different businesses than Sears Home Services. Sears Home Services does not have a price-matching policy. We do sell parts through Sears PartsDirect that are for other technicians or for do-it-yourselfers. Those parts are essentially a whole-sale purchase, as the part does not come with any retail packaging or instructions. The buyer then takes on any liability in installing the part so if they damage the part and render it non-returnable, they would be out the cost of the part. This is especially important in any electronic parts as they can be damaged if someone does not know what they are doing. Our in-home repair business also orders parts from Sears and other providers and pays this whole sale cost. We then figure in our mark-up and this takes into account the risks involved in potentially damaging them. If a Sears technician damages the part while installing it, then Sears Home Services bears the responsibility and not the consumer. Our prices are determined not only on the risk factors, but on warehousing, whether we source a part locally or have it shipped emergency at extra cost, and other applicable charges. All of this is figured in and then we charge just one price to all consumers for that part. Mr. K[redacted] was presented with at estimate that included the price of the parts and he agreed to those charges; as such he is not entitled to any refund. However, as a gesture of good-will our customer support department kindly offered a 20% discount. If Mr. K[redacted] would like to reconsider and accept, we would be willing to take this discount off his total bill (both parts and labor) which would result in a refund of $220.29. He is welcome to call me at [redacted] or email me at [redacted] so that we can process the refund back to his [redacted] ending in [redacted] We will need him to provide the full account number at that time since it is no longer viewable in our system due to the time that has elapsed. In the interim, since we have explained that we do not advertise a price-matching policy nor do we have one for our Sears Home Services business, we have closed our file.We apologize to Mr. K[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the apology. I just hope something is put into place where the technician or manager will call the customer if they are not able to complete the service that day.
December 22, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
* We have completed the investigation of [redacted] complaint regarding her refrigerator and her request to have the unit replaced or be...
provided with a 50% refund. First, we would like to apologize to [redacted] for failing her expectations in regard to her recently purchased refrigerator. While a 50% refund is not an option, we offered to exchange [redacted] refrigerator. She was advised that she could use the purchase price of her current refrigerator towards the purchase of a new refrigerator from Sears. [redacted] declined the exchange but subsequently accepted the offer of a one-year Master Protection Agreement (MPA). Additionally, as a further concession, we offered to begin the MPA coverage upon the expiration of the one-year manufacturer’s warranty; thereby, providing [redacted] with two years of covered repairs. [redacted] can expect a copy of the agreement within the next six to eight weeks. However, if she does not receive one, she can call our Protection Agreement department at [redacted] to confirm coverage and to request that a copy of the MPA be mailed to her. In the interim, since an equitable agreement has been reached with [redacted], we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mr. [redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding Sears Home Services and repairs to his washer. A $100.00 laundry reimbursement check was processed and should be received by Mr. [redacted] within the next 10-14 days. Notes from the customer solutions case indicated that on June 27th Mr. [redacted] was advised to call back after service was completed so his laundry reimbursement could be processed. Since he did call back, I processed the check this morning. If Mr. [redacted] has any additional concerns, he can email me at [redacted]. At this time, since we have noted the processing of the laundry reimbursement, we ask that this complaint be closed. 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, [redacted] Regulatory Claims 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.
And I already ordered a new treadmill from Sears store to replace the broken one.
Sincerely,
[redacted] [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.
HOWEVER, I reserve the right to reopen this claim if in fact [redacted] does NOT follow through with their initial response to make good.Thank you.
Sincerely,
[redacted]
Contact Name and Title: [redacted]
May 7, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed our investigation Mr. [redacted] complaint regarding his...
dissatisfaction with Sears Home Services.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to a cancelled refrigerator repair appointment. 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. While we are always concerned when an appointment is canceled, we are unable to compensate Mr. [redacted] for his lost time or pay. However, as a conciliatory gesture, we are mailing Mr. [redacted] a $50.00 gift card; he can expect to receive it within the next two to three weeks. Lastly, our records show that the repair to Mr. [redacted] icemaker was completed on May 6, 2015. Since we have documented Mr. [redacted] 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,
[redacted]
Regulatory Complaints Specialist
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Gayle [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the repair of...
her laundry center.
We have reviewed Ms. [redacted] service history and our records show that her laundry center was repaired on September 1, 2016 and is now working as designed. While we understand that Ms. [redacted] is dissatisfied with her unit, she purchased her laundry center on September 4, 2015 and is well outside of her 30 day return period. Unfortunately, a refund is not an option at this point. Should her unit fail, repair will be needed rather than replacement. That being said, because we have repaired Ms. [redacted] laundry center, we respectfully request this complaint be closed.
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.
Initial Business Response /* (1000, 7, 2015/07/15) */
July 15, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms. [redacted]
We have completed our investigation of Ms. [redacted] complaint regarding...
the service on her washer.
After reviewing the service history and having our service technician confirm the washer was indeed still leaking, we authorized Ms.[redacted] for a replacement of the washer. This was processed and delivery is set for July 16, 2015. Ms.[redacted] has been provided with my direct number if she is still in need of assistance. Since we have replaced Ms.[redacted] washer and this 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 matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 9, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Sear Corporation complaint specialist promptly responded to our complaint and was empathetic with our frustrations. We are appreciative and satisfied with Sears' decision to replace the machine and view this as a "best case scenario".
June 29, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. and Mrs. S[redacted] complaint regarding their dissatisfaction with the multiple...
service attempts on her refrigerator and that it was not repaired in a timely manner.
Before going further, we would like to note that the S[redacted] have a Master Protection Agreement (MPA) that only entitles them to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…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 recall”. We have researched the S[redacted] service history, and under the aforementioned terms, they did not meet the criteria for replacement.
Our records indicate that the S[redacted] called on April 25, 2017 and reported that the refrigerator was not cooling and requested service. On April 27, 2017 our technician assessed the refrigerator and ordered a compressor and drier assembly. The technician returned on May 11, 2017 to install the parts and the unit was operational; the service order was completed and closed out. The next day, the S[redacted] called again to report that the refrigerator was still not cooling and service was scheduled again. Our technician returned on May 18, 2017 and found oil under the condenser; therefore, he ordered a condenser, and another drier assembly. Regrettably, when the technician returned on June 1, 2017 to install the parts, the refrigerator was still not working. The technician reassessed and reordered another compressor, a main board, and a drier tube. The parts were installed on June 21, 2017 and the refrigerator was operational; the repair was completed and the service order was closed. The technician returned on June 22, 2017 to confirm that the temperatures in both the freezer and refrigerator were holding; passed.
As for the food loss reimbursement, on May 5, 2017 the S[redacted] were authorized for $248.00 towards food loss. As clarification, the protection agreement allows $250.00 maximum within any continuous twelve (12) month period. We would also like to note that due to the service delay, and for their inconvenience, the S[redacted] were issued $160.00 worth of reward points. With that being said, since the refrigerator has been repaired and we have addressed the issues brought forth in the S[redacted] complaint, we have closed our file.
We apologize to Mr. and Mrs. S[redacted] and 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
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #[redacted] Chicago, IL 60611 Re: [redacted] - Sally [redacted] Dear Ms. [redacted]: We are currently awaiting confirmation that Ms. [redacted]’ Service Smart Agreement has been cancelled as requested. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]3 direct Vanessa[redacted]@searshc.com
July 7, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal to the response we provided. As clarification, we never said that Sears has never given out product based on proof of identity, or with just two forms/documents. As we noted, if Mr. [redacted] had appointed a pick-up by someone other than himself, then that person would not have been required to have the original form of payment, because clearly they would not have access to that. Different documents and fraud checks are completed on orders that are designated in such a way. Our processes are set up so that they fulfill requirements by the Payment Card Industry (PCI) standards. The merchant banks that issue credit cards want to minimize the chance of theft and when a card is used over the phone or on the internet, the preference is to have the merchandise delivered to the same address the card is billed to. When it is not, then other fraud protections are put in place for either pick-up in the store by the card holder, pick-up in the store by other than the card holder, or delivery to an address other than the billing address; each one is different with different processes. Our company and our stores are audited periodically to ensure that we comply with various PCI policies. We mention this because it is always possible that a store at one point may not have been compliant and after being audited, is now following the proper procedures. As for Mr. [redacted] last question, if he did not specify if he was the person that placed the order and they assumed he was a designated pick-up person, then as we previously stated, the requirements are different and the license and the confirmation email are generally the only documents necessary (but there are extra steps the person placing the order has to go through so that this is an option). We hope that helps clarify the process better for Mr. [redacted]. The fact remains that he was not compliant with the requirements stated on our website for pick-up by the person placing the order and the store was correct in requiring that this policy be followed. Again, 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,[redacted]Team Manager, Regulatory Complaints[redacted]
May 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] rebuttal. We have reviewed both our response and Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the answer he received, we are unable to grant his request to reapply the surprise and bonus points he failed to use before they expired. We want to stress that these points were not earned through purchases; they were offered as a promotion, which expired before he failed to use them. Our records reflect that we applied $8.00 worth of surprise points that Mr. [redacted] failed to use previously before they expired on April 12, 2016 and it looks like these points were redeemed shortly afterward. Unfortunately, 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. As we noted before, we try to be fair and consistent with our members; therefore, we will not be able to make any further such exceptions for Mr. [redacted]. Our promotions have clear expiration dates attached and we would suggest that if he wishes to use them in the future, he bear in mind the end date. In Mr. [redacted] case we do apologize that we failed his expectations, but we feel our response is relative to the circumstances and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 25, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Jaclyn St [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding the problems she encountered when she attempted...
to return a pair of shoes that was ordered online.
As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders.
We apologize if our store associate did not inform Ms. [redacted] that he was ordering the pair of shoes for Ms. [redacted] through a MarketPlace vendor and not from Sears. Store Manager Kim [redacted] contacted Ms. [redacted] and offered to personally assist her with the return of the shoes. Ms. [redacted] accepted her offer and agreed to return to the store to complete the process. Ms. [redacted] confirmed that she has addressed the issue with the store team as well. Since we have addressed the issue brought forth in Ms. [redacted]’s complaint, we have closed our file.
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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
The refrigerator is repaired to working order. I was not happy with the length of time it took from when the problem was reported to resolution.
December 4, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611Re: [redacted]Dear [redacted]We have completed
our investigation of [redacted] complaint regarding service for her
refrigerator. We were able to complete
repairs on the...
refrigerator and [redacted] mother, who is the owner of the
refrigerator confirmed it is in working order. [redacted] mother requested reimbursement
for food loss and reimbursement for a small refrigerator she purchased while
waiting the completion of the service. Although this is not a benefit of their
coverage, due to the delay in service we offered a onetime only reimbursement of
$200.00 for food loss as well as the $169.99 paid for the small refrigerator
with a copy of the receipt. [redacted] mother provided a copy of the receipt
and we are processing both at this time. With that being said, since our
agreement with the Revdex.com restricts the length of time a
complaint can remain open, we feel that keeping this case open during the
interim is unwarranted. If [redacted] issue is not resolved to his satisfaction, he can reopen it
later even if the Revdex.com has closed it as resolved. We
respectfully ask that this matter remain closed at this time.We apologize to [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,[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
November 11, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Lonnie C[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. C[redacted] complaint regarding her dissatisfaction with the service availability in...
her area and the quality of the service provided on her refrigerator.
We apologize for the delay in our response. It is unfortunate that we failed Ms. C[redacted] expectations when she recently scheduled a refrigerator repair. We value Ms. C[redacted] patronage, but can understand her frustration that we could not provide service for her refrigerator within a timely manner. We would like to apologize for the inconvenience and disappointment that Ms. C[redacted] may have experienced. We want to assure Ms. C[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 October 2, 2017 we contacted Ms. C[redacted] and offered to assist with scheduling service for her refrigerator. Ms. C[redacted] stated that she had already replaced the refrigerator. We advised that without the refrigerator, we could no longer assist her. Ms. C[redacted] reiterated her disappointment and did not need any further assistance. With that being said, since we have addressed the issue brought forth in Ms. C[redacted] complaint, we have closed our file.
We apologize to Ms. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
September 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Herman H. [redacted] # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his washer. First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. After reviewing the notes in our service system, our office authorized a replacement under Mr. [redacted]’s Master Protection Agreement (MPA). Based upon the features of Mr. [redacted]’s current washer, it was determined that $699.99 would provide him with a comparable replacement under his MPA. An email was sent to Mr. [redacted] on September 6, 2016, explaining the replacement process. As stated in the email, Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, ([redacted]) [redacted], to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty, which will run for a full year from the date of delivery. Lastly, our office processed another $50.00 check for laundry reimbursement, which Mr. [redacted] should receive in the next week. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
April 12, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #12037960– Eric [redacted] Dear Ms. [redacted]: In the interest of resolving Mr. [redacted]’s issue, we have added $23.00 worth of points to his account. We have also...
addressed the issue of Mr. [redacted] receiving incorrect information from one of our chat representative with the parties in question in an effort to prevent further such occurrences. Again, we want to make sure that Mr. [redacted] understands that he will need to review the terms and conditions of his SYWR membership as well as any promotion to make sure his purchase qualifies before proceeding as we cannot continue to make such exceptions. Since we have granted Mr. Foix’s request this time, 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 S[redacted] Regulatory Complaint Specialist [redacted]@searshc.com
September 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Stephanie [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her inability to cease...
receiving promotional emails from one of Sears Holdings Corporation’s companies or loyalty programs. As clarification, we do have different promotional emails for many of our businesses, including sears.com, kmart.com, and craftsman.com, and while all of those emails have unsubscribe links, those apply just to the emails sent by that specific business. To make matters more confusing, we also have emails that are generated by our Shop Your Way Reward (SYWR) program. We also want to stress that after a request to unsubscribe has been submitted, it can take up to 10 days before the email address has been completely purged from all of our systems. While it does not usually take that many days, that is how many we are allowed to take if necessary. In Ms. [redacted] case, we found that the only business sending her emails as of June 7, 2016, was our basic Sears promotional division. We show that Ms. [redacted] entered a “global” opt out on September 3, 2016, which loaded into our system on September 4th. A global opt out, will opt a consumer out of all of our promotional emails for all of our businesses, but they will still be able to receive transactional emails. For instance if they choose to receive a receipt emailed to them, or they are having a repair done and request to have updates on the status sent via email. We show the last promotional emails that we sent to Ms. [redacted] were from September 4th and 5th, which is under the 10 days from the time she unsubscribed on September 3rd. After this, she should not have received any further promotional emails and should not receive any in the future. If she does receive any, she is welcome to forward the email to me at Dana.[redacted]@searshc.com, so that I can get this over to our email team to investigate further. In the interim, since we have confirmed that Ms. [redacted] email address is in our system as a “do not promote” for emails, we have closed our file. 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Dial [redacted] Dana.[redacted]@searshc.com
June 28, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the charges he paid for parts for an in-home...
service call through Sears Home Services.We apologize for any confusion, but Sears stores and Sears PartsDirect are different businesses than Sears Home Services. Sears Home Services does not have a price-matching policy. We do sell parts through Sears PartsDirect that are for other technicians or for do-it-yourselfers. Those parts are essentially a whole-sale purchase, as the part does not come with any retail packaging or instructions. The buyer then takes on any liability in installing the part so if they damage the part and render it non-returnable, they would be out the cost of the part. This is especially important in any electronic parts as they can be damaged if someone does not know what they are doing. Our in-home repair business also orders parts from Sears and other providers and pays this whole sale cost. We then figure in our mark-up and this takes into account the risks involved in potentially damaging them. If a Sears technician damages the part while installing it, then Sears Home Services bears the responsibility and not the consumer. Our prices are determined not only on the risk factors, but on warehousing, whether we source a part locally or have it shipped emergency at extra cost, and other applicable charges. All of this is figured in and then we charge just one price to all consumers for that part. Mr. K[redacted] was presented with at estimate that included the price of the parts and he agreed to those charges; as such he is not entitled to any refund. However, as a gesture of good-will our customer support department kindly offered a 20% discount. If Mr. K[redacted] would like to reconsider and accept, we would be willing to take this discount off his total bill (both parts and labor) which would result in a refund of $220.29. He is welcome to call me at [redacted] or email me at [redacted] so that we can process the refund back to his [redacted] ending in [redacted] We will need him to provide the full account number at that time since it is no longer viewable in our system due to the time that has elapsed. In the interim, since we have explained that we do not advertise a price-matching policy nor do we have one for our Sears Home Services business, we have closed our file.We apologize to Mr. K[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the apology. I just hope something is put into place where the technician or manager will call the customer if they are not able to complete the service that day.
December 22, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
* We have completed the investigation of [redacted] complaint regarding her refrigerator and her request to have the unit replaced or be...
provided with a 50% refund. First, we would like to apologize to [redacted] for failing her expectations in regard to her recently purchased refrigerator. While a 50% refund is not an option, we offered to exchange [redacted] refrigerator. She was advised that she could use the purchase price of her current refrigerator towards the purchase of a new refrigerator from Sears. [redacted] declined the exchange but subsequently accepted the offer of a one-year Master Protection Agreement (MPA). Additionally, as a further concession, we offered to begin the MPA coverage upon the expiration of the one-year manufacturer’s warranty; thereby, providing [redacted] with two years of covered repairs. [redacted] can expect a copy of the agreement within the next six to eight weeks. However, if she does not receive one, she can call our Protection Agreement department at [redacted] to confirm coverage and to request that a copy of the MPA be mailed to her. In the interim, since an equitable agreement has been reached with [redacted], we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mr. [redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding Sears Home Services and repairs to his washer. A $100.00 laundry reimbursement check was processed and should be received by Mr. [redacted] within the next 10-14 days. Notes from the customer solutions case indicated that on June 27th Mr. [redacted] was advised to call back after service was completed so his laundry reimbursement could be processed. Since he did call back, I processed the check this morning. If Mr. [redacted] has any additional concerns, he can email me at [redacted]. At this time, since we have noted the processing of the laundry reimbursement, we ask that this complaint be closed. 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, [redacted] Regulatory Claims 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.
And I already ordered a new treadmill from Sears store to replace the broken one.
Sincerely,
[redacted] [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.
HOWEVER, I reserve the right to reopen this claim if in fact [redacted] does NOT follow through with their initial response to make good.Thank you.
Sincerely,
[redacted]
Contact Name and Title: [redacted]
May 7, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed our investigation Mr. [redacted] complaint regarding his...
dissatisfaction with Sears Home Services.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to a cancelled refrigerator repair appointment. 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. While we are always concerned when an appointment is canceled, we are unable to compensate Mr. [redacted] for his lost time or pay. However, as a conciliatory gesture, we are mailing Mr. [redacted] a $50.00 gift card; he can expect to receive it within the next two to three weeks. Lastly, our records show that the repair to Mr. [redacted] icemaker was completed on May 6, 2015. Since we have documented Mr. [redacted] 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,
[redacted]
Regulatory Complaints Specialist
September 19, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Gayle [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the repair of...
her laundry center.
We have reviewed Ms. [redacted] service history and our records show that her laundry center was repaired on September 1, 2016 and is now working as designed. While we understand that Ms. [redacted] is dissatisfied with her unit, she purchased her laundry center on September 4, 2015 and is well outside of her 30 day return period. Unfortunately, a refund is not an option at this point. Should her unit fail, repair will be needed rather than replacement. That being said, because we have repaired Ms. [redacted] laundry center, we respectfully request this complaint be closed.
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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
Initial Business Response /* (1000, 7, 2015/07/15) */
July 15, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms. [redacted]
We have completed our investigation of Ms. [redacted] complaint regarding...
the service on her washer.
After reviewing the service history and having our service technician confirm the washer was indeed still leaking, we authorized Ms.[redacted] for a replacement of the washer. This was processed and delivery is set for July 16, 2015. Ms.[redacted] has been provided with my direct number if she is still in need of assistance. Since we have replaced Ms.[redacted] washer and this 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 matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 9, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Sear Corporation complaint specialist promptly responded to our complaint and was empathetic with our frustrations. We are appreciative and satisfied with Sears' decision to replace the machine and view this as a "best case scenario".
June 29, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. and Mrs. S[redacted] complaint regarding their dissatisfaction with the multiple...
service attempts on her refrigerator and that it was not repaired in a timely manner.
Before going further, we would like to note that the S[redacted] have a Master Protection Agreement (MPA) that only entitles them to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…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 recall”. We have researched the S[redacted] service history, and under the aforementioned terms, they did not meet the criteria for replacement.
Our records indicate that the S[redacted] called on April 25, 2017 and reported that the refrigerator was not cooling and requested service. On April 27, 2017 our technician assessed the refrigerator and ordered a compressor and drier assembly. The technician returned on May 11, 2017 to install the parts and the unit was operational; the service order was completed and closed out. The next day, the S[redacted] called again to report that the refrigerator was still not cooling and service was scheduled again. Our technician returned on May 18, 2017 and found oil under the condenser; therefore, he ordered a condenser, and another drier assembly. Regrettably, when the technician returned on June 1, 2017 to install the parts, the refrigerator was still not working. The technician reassessed and reordered another compressor, a main board, and a drier tube. The parts were installed on June 21, 2017 and the refrigerator was operational; the repair was completed and the service order was closed. The technician returned on June 22, 2017 to confirm that the temperatures in both the freezer and refrigerator were holding; passed.
As for the food loss reimbursement, on May 5, 2017 the S[redacted] were authorized for $248.00 towards food loss. As clarification, the protection agreement allows $250.00 maximum within any continuous twelve (12) month period. We would also like to note that due to the service delay, and for their inconvenience, the S[redacted] were issued $160.00 worth of reward points. With that being said, since the refrigerator has been repaired and we have addressed the issues brought forth in the S[redacted] complaint, we have closed our file.
We apologize to Mr. and Mrs. S[redacted] and 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
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #[redacted] Chicago, IL 60611 Re: [redacted] - Sally [redacted] Dear Ms. [redacted]: We are currently awaiting confirmation that Ms. [redacted]’ Service Smart Agreement has been cancelled as requested. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]3 direct Vanessa[redacted]@searshc.com
July 7, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal to the response we provided. As clarification, we never said that Sears has never given out product based on proof of identity, or with just two forms/documents. As we noted, if Mr. [redacted] had appointed a pick-up by someone other than himself, then that person would not have been required to have the original form of payment, because clearly they would not have access to that. Different documents and fraud checks are completed on orders that are designated in such a way. Our processes are set up so that they fulfill requirements by the Payment Card Industry (PCI) standards. The merchant banks that issue credit cards want to minimize the chance of theft and when a card is used over the phone or on the internet, the preference is to have the merchandise delivered to the same address the card is billed to. When it is not, then other fraud protections are put in place for either pick-up in the store by the card holder, pick-up in the store by other than the card holder, or delivery to an address other than the billing address; each one is different with different processes. Our company and our stores are audited periodically to ensure that we comply with various PCI policies. We mention this because it is always possible that a store at one point may not have been compliant and after being audited, is now following the proper procedures. As for Mr. [redacted] last question, if he did not specify if he was the person that placed the order and they assumed he was a designated pick-up person, then as we previously stated, the requirements are different and the license and the confirmation email are generally the only documents necessary (but there are extra steps the person placing the order has to go through so that this is an option). We hope that helps clarify the process better for Mr. [redacted]. The fact remains that he was not compliant with the requirements stated on our website for pick-up by the person placing the order and the store was correct in requiring that this policy be followed. Again, 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,[redacted]Team Manager, Regulatory Complaints[redacted]
May 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] rebuttal. We have reviewed both our response and Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the answer he received, we are unable to grant his request to reapply the surprise and bonus points he failed to use before they expired. We want to stress that these points were not earned through purchases; they were offered as a promotion, which expired before he failed to use them. Our records reflect that we applied $8.00 worth of surprise points that Mr. [redacted] failed to use previously before they expired on April 12, 2016 and it looks like these points were redeemed shortly afterward. Unfortunately, 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. As we noted before, we try to be fair and consistent with our members; therefore, we will not be able to make any further such exceptions for Mr. [redacted]. Our promotions have clear expiration dates attached and we would suggest that if he wishes to use them in the future, he bear in mind the end date. In Mr. [redacted] case we do apologize that we failed his expectations, but we feel our response is relative to the circumstances and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 25, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Jaclyn St [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding the problems she encountered when she attempted...
to return a pair of shoes that was ordered online.
As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders.
We apologize if our store associate did not inform Ms. [redacted] that he was ordering the pair of shoes for Ms. [redacted] through a MarketPlace vendor and not from Sears. Store Manager Kim [redacted] contacted Ms. [redacted] and offered to personally assist her with the return of the shoes. Ms. [redacted] accepted her offer and agreed to return to the store to complete the process. Ms. [redacted] confirmed that she has addressed the issue with the store team as well. Since we have addressed the issue brought forth in Ms. [redacted]’s complaint, we have closed our file.
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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com