June 29, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. F[redacted] complaint regarding the multiple repairs to his...
refrigerator and his request to receive a replacement. We reviewed Mr. F[redacted] service history and felt that a replacement was not an unreasonable request under the circumstances. Since he purchased the refrigerator at an outlet store, his request was referred to that store. The store manager R[redacted] R[redacted]s then reached out to Mr. Fi[redacted] and honored his request. R[redacted] said that the replacement refrigerator was scheduled to be delivered tomorrow, June 30th. At this time, since the store agreed to replace Mr. F[redacted] refrigerator and it was our understanding this resolution met with his approval, we have closed our file.We apologize to Mr. F[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]
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
August 25, 2016
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted]
Revdex.com File No: Sandra [redacted]
Via email: n[redacted]@chicago.Revdex.com.org
Dear Ms. [redacted],
Thank you for contacting Sears Home Improvement Products (SHIP)...
regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We 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 manner.
In regards to Mrs. [redacted]’s complaint we have come to an amicable resolution. Mrs. [redacted] accepted the offer we presented to her as a gesture of customer service. Mrs. [redacted] should allow 3-5 days for the credit to post to her [redacted] account. The customer can call [redacted] at 1-[redacted] to verify the credit has posted.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mrs. [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] x [redacted], or via email at Melissa.[redacted]@searshomepro.com.
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]
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your assistance in getting this issue resolved. I have received the replacement vacuum cleaner.
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
Initial Business Response /* (1000, 10, 2015/09/28) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re:[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr.[redacted] complaint regarding...
Sears Home Services and repairs to his garden tractor.
[redacted] Sears Home Services, District Operations Supervisor, provided the following response:
On September 25, 2015, a Sears Home Services technician installed a new fuel pump and transaxle. Once reassembled, the unit was tested and was found to be operating as expected. As a gesture of good faith we will be providing Mr.[redacted] with a $50.00 Sears Gift Card as a gesture of good faith. If I can be of any other assistance to Mr.[redacted], he can contact me at (XXX) XXX-XXXX. That said, 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]@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The technician was sent out quickly and replaced a fuel pump and carburetor on my lawn tractor. That cured the running problem, and I was able to then use the tractor. Two days later, when the transaxle arrived, the technician replaced it, and now my tractor is completely usable. I spoke the customer services representative, who apologized for my inconvenience, and offered to send me a $50 gift certificate. I accepted the offer, and am now satisfied with their compliance to my problem.
(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.
November 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Kenneth [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his attempted order from...
sears.com. As clarification, while our website might initially indicate that a store or auto center could have an item in stock, this is based on the computer inventory level at that time and is not always accurate due to loss and various other errors that can occur. This is why when an order is placed, we request for the selling store to verify their on-hand quantity and confirm the order. We initially send an email to the purchaser confirming that we have received his or her order and then a second email, once the store accepts the order, which confirms the sale. In our emails, we ask that the consumer wait for the confirmation email showing that the store has accepted their order before making their trip. In Mr. [redacted] case, it appears the store did not accept the order as the order did not process correctly, which was why the order was subsequently canceled. Additionally, while Mr. [redacted] indicated that we had already removed all of the funds, this does not actually happen until the order is confirmed. Sometimes a deposit is required to hold the merchandise, which is what happened here. The full amount was not charged, only the alignment fee and a credit for that amount was issued on November 9, 2016. This credit, for $92.11, should reflect within 3-5 business days from that date. While we understand Mr. [redacted] found this scenario to be frustrating, we can only apologize for the apparent processing error at this point in time and note that he has been made whole with the issuance of the aforementioned refund. Accordingly, we have closed our file. 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, Tammie [redacted] Specialist, Regulatory Complaints Direct Dial [redacted] Tammie.[redacted]@searshc.com
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]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Nitin [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding service under her Sears Appliance Warranty. We would...
first like to point out that [redacted] is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted] contract. Upon receipt of Ms. [redacted] complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service plan. [redacted] has moved forward with a replacement for Ms. [redacted] refrigerator. Ms[redacted] advised [redacted] that she had already been contacted and accepted the replacement and at this time delivery is set for November 21, 2016. At this time since [redacted] is replacing the refrigerator 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
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.
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]
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
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]
January 22, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have not fully completed our investigation of Mr. [redacted] complaint regarding service...
experience. We apologize for the delay in responding to this complaint. We are currently waiting the completion of a service appointment scheduled for January 23, 2016. Once we have the updated report from the service unit we will be happy to submit a more complete reply. We apologize again 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]
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".
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,
Vondora W[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]
June 29, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. F[redacted] complaint regarding the multiple repairs to his...
refrigerator and his request to receive a replacement. We reviewed Mr. F[redacted] service history and felt that a replacement was not an unreasonable request under the circumstances. Since he purchased the refrigerator at an outlet store, his request was referred to that store. The store manager R[redacted] R[redacted]s then reached out to Mr. Fi[redacted] and honored his request. R[redacted] said that the replacement refrigerator was scheduled to be delivered tomorrow, June 30th. At this time, since the store agreed to replace Mr. F[redacted] refrigerator and it was our understanding this resolution met with his approval, we have closed our file.We apologize to Mr. F[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]
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
August 25, 2016
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted]
Revdex.com File No: Sandra [redacted]
Via email: n[redacted]@chicago.Revdex.com.org
Dear Ms. [redacted],
Thank you for contacting Sears Home Improvement Products (SHIP)...
regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We 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 manner.
In regards to Mrs. [redacted]’s complaint we have come to an amicable resolution. Mrs. [redacted] accepted the offer we presented to her as a gesture of customer service. Mrs. [redacted] should allow 3-5 days for the credit to post to her [redacted] account. The customer can call [redacted] at 1-[redacted] to verify the credit has posted.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mrs. [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] x [redacted], or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Mrs. Sandra [redacted]
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]
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your assistance in getting this issue resolved. I have received the replacement vacuum cleaner.
(The consumer indicated he/she ACCEPTED the response from the business.)
this makes sense, however I have not received my $300 credit yet
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
Initial Business Response /* (1000, 10, 2015/09/28) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re:[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr.[redacted] complaint regarding...
Sears Home Services and repairs to his garden tractor.
[redacted] Sears Home Services, District Operations Supervisor, provided the following response:
On September 25, 2015, a Sears Home Services technician installed a new fuel pump and transaxle. Once reassembled, the unit was tested and was found to be operating as expected. As a gesture of good faith we will be providing Mr.[redacted] with a $50.00 Sears Gift Card as a gesture of good faith. If I can be of any other assistance to Mr.[redacted], he can contact me at (XXX) XXX-XXXX. That said, 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]@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The technician was sent out quickly and replaced a fuel pump and carburetor on my lawn tractor. That cured the running problem, and I was able to then use the tractor. Two days later, when the transaxle arrived, the technician replaced it, and now my tractor is completely usable. I spoke the customer services representative, who apologized for my inconvenience, and offered to send me a $50 gift certificate. I accepted the offer, and am now satisfied with their compliance to my problem.
(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.
November 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Kenneth [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his attempted order from...
sears.com. As clarification, while our website might initially indicate that a store or auto center could have an item in stock, this is based on the computer inventory level at that time and is not always accurate due to loss and various other errors that can occur. This is why when an order is placed, we request for the selling store to verify their on-hand quantity and confirm the order. We initially send an email to the purchaser confirming that we have received his or her order and then a second email, once the store accepts the order, which confirms the sale. In our emails, we ask that the consumer wait for the confirmation email showing that the store has accepted their order before making their trip. In Mr. [redacted] case, it appears the store did not accept the order as the order did not process correctly, which was why the order was subsequently canceled. Additionally, while Mr. [redacted] indicated that we had already removed all of the funds, this does not actually happen until the order is confirmed. Sometimes a deposit is required to hold the merchandise, which is what happened here. The full amount was not charged, only the alignment fee and a credit for that amount was issued on November 9, 2016. This credit, for $92.11, should reflect within 3-5 business days from that date. While we understand Mr. [redacted] found this scenario to be frustrating, we can only apologize for the apparent processing error at this point in time and note that he has been made whole with the issuance of the aforementioned refund. Accordingly, we have closed our file. 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, Tammie [redacted] Specialist, Regulatory Complaints Direct Dial [redacted] Tammie.[redacted]@searshc.com
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]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Nitin [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding service under her Sears Appliance Warranty. We would...
first like to point out that [redacted] is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted] contract. Upon receipt of Ms. [redacted] complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service plan. [redacted] has moved forward with a replacement for Ms. [redacted] refrigerator. Ms[redacted] advised [redacted] that she had already been contacted and accepted the replacement and at this time delivery is set for November 21, 2016. At this time since [redacted] is replacing the refrigerator 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
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
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]
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
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]
January 22, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have not fully completed our investigation of Mr. [redacted] complaint regarding service...
experience. We apologize for the delay in responding to this complaint. We are currently waiting the completion of a service appointment scheduled for January 23, 2016. Once we have the updated report from the service unit we will be happy to submit a more complete reply. We apologize again 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]
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".
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,
Vondora W[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]