July 7, 2016 [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 the charges he was assessed for a repair...
even though the main part was never installed and the service was never finished. After reviewing Mr. [redacted] service history we can clearly see that the technician uninstalled the ordered board and intended to order another one. From his notes it is apparent that he could not figure out how to order the part again and thought that the needed to close the order out so that he could place it again. Unfortunately, this then closed out the charges that were previously collected and the technician did not fill out the required CWO form to ensure that Mr. [redacted] was refunded. Additionally, a technician does not have the ability to open a service order and has to call to have one created. So once the order was closed the technician must have realized he did not have any way to open a new one and order the part. Regrettably, it does not look as if the technician got his manager involved to help resolve the issue and that is why the repair was never completed; we have sent feedback to the technician’s manager. With that said, we are in agreement that Mr. [redacted] should be refunded in full as no real service was provided. We are willing to issue a refund back to his [redacted] in the amount of $244.16, but in order to do this, we need Mr. [redacted] to provide the other 12 digits of his 16 digit account number ending in [redacted]. He can contact me via email at [redacted] or via phone at [redacted] and once we have received those numbers we will process the refund. In the interim, since we are willing to provide Mr. [redacted] with his requested resolution and are just awaiting his response, 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, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Dear Revdex.com, I am contacting you again about a situation concerning a cook top replacement situation with Sears Holding that I thought had been resolved however I am now being faced with another situation created...
by Sears Holding concerning the installation of the replacement cook top. I have dealt with a literal nightmare with Sears over a cook top replacement. I have 7 Appliances that I purchased through Sears and also purchased their Master Protection Agreement for these appliances that costs me thousands of dollars. I purchased this Protection Agreement to protect myself and my appliances in case of problems or issues to insure that I would have these appliances repaired or replaced in a reasonable period of time. However when my cook top had major issues and 3 Sears technicians deemed it needed to be replaced I had to endure almost 8 weeks of missing days from work and issues with Sears in order to get a replacement in which I finally had to resort to contacting the Revdex.com in order to get Sears to replace the cook top and it's been over 2 weeks still waiting for Sears to deliver the cook top and now Sears Installation Department is calling me telling me that they can't find a cook top installer within 200 miles of my location here in Fredericksburg Virginia which is 50 miles from our Capital city of Richmond Virginia and 50 miles from our nations Capital Washington DC both being major Capital cities not to mention all of the many other major cities within the 200 mile area they have indicated which seems ridiculous to me or anyone else hearing this from a major company such as Sears who are supposed to have their own installers for these Protection Agreement Plans they are selling to their loyal customers but yet they expect me to find an installer and want to dump this situation on me for $199 when I was informed by the Sears representatives when I purchased my Master Protection Agreement that Sears handled everything involved with the replacement and installation if there were any issues with any of my covered appliances. Sears contacted me on March 15th saying they had an installer who would contact me in 24 hours for the installation only to call me back today March 17th telling me they couldn't find an installer and I was responsible.I expect Sears to do their job and fulfill their responsibility to find a Sears approved Installer to install my cook top appliance as they indicated they would do in the Master Protection Agreement Plan Contract. Also Sears had indicated to me that they provided their own Installers who they have cleared so that they could honor the Protection Agreement knowing that the appliance had been properly installed for both their and my own protection only to have them dump this responsibility on me now after going through this miserable situation for going on 3 months now without a cook top and my having 3 small kids in the home and a mother I'm caring for with [redacted] Disease. I purchased Sears Protection Agreement Plans to avoid these types of situations only to have to deal with a literal nightmare since this situation began back in January 2017. It is pathetic that Sears being a major nationwide Corporation can't find an Installer for my cook top in a 200 mile radius in my area. You or Sears Holding can contact me at [redacted]Thank you[redacted]
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and...
request for an immediate refund. [redacted], District Manager for Unit [redacted], provided the following response: It is unfortunate that we failed [redacted] expectations as we value his patronage. After researching this matter further, the store was able to find the mixer in question. We have left a couple of messages for [redacted] to contact us back. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Should [redacted] have any questions, we ask that he contact us directly at [redacted] or the store at ([redacted]. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 23, 2016
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No:[redacted]- Alice [redacted]
Via: 1st Class US Postage
Via email: n[redacted]@chicago.Revdex.com.org
Dear Ms. [redacted],
This letter provides you an...
update regarding Ms. [redacted] complaint. We are working to reach an amicable resolution that all parties can accept. I will provide an update accordingly.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-222-5030 extension [redacted] or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Alice [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Anthony John [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding services under the Sears Home...
Warranty. We would first like to point out that HomeSure of America, Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cross Country Home Services (CCHS), 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 Mr. [redacted]’s contract. CCHS informed us of the following: We reviewed the warranty and the customer’s complaint that he has not been receiving the service he has paid for. Base on the review of the warranty, the diagnosis advised that the range was in awful condition and many structural failures as well as mechanical failures. The service technician’s professional opinion was that the range was in this poor condition for more than a month which lead him to taking pictures of the unit. The notes shows that Mr. [redacted] was contacted by a supervisor who advised him that based on the report that we received, it is showing that the door has been hanging prior to the warranty effective date. Mr. [redacted] stated the oven started breaking down prior to the warranty going into effect. Mr. [redacted] advised the oven door was not sealing or closing right and it was not cooking properly. Based on the report and the information provided by Mr. [redacted], the claim remained denied due to Known pre- existing condition and structural failure was upheld. 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. Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
October 3, 2016
[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 his dissatisfaction with the multiple service...
attempts on his tractor and it continues to have the same issue.
We apologize that Mr. [redacted] tractor failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after we have made multiple attempts to service the tractor and it continues to have the same issue.
Upon receipt of Mr. [redacted] complaint, we reached out to [redacted] Customer Service Rep with Commercial Sales, to assist with Mr. [redacted] concerns. She reviewed the service history on the tractor and determined that Mr. [redacted] is warranted a replacement tractor. However, a tractor is considered a seasonal item and availability for a replacement tractor is scarce. Therefore, Ms. [redacted] contacted Mr. [redacted] and offered to return the tractor for a refund; Mr. [redacted] has accepted the offer and a pick-up of the tractor has been scheduled. With that being said, since it is our understanding that a return of the tractor for a refund is a resolution that has met with Mr. [redacted] approval, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
[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 a refrigerator purchased from Sears Outlet. [redacted],...
Manager of the Santa Ana Sears Outlet provided the following response: Mr. [redacted] received a new refrigerator on Monday, October 24, 2016. Additionally, we provided a credit for food loss as a gesture of good customer service. Moving forward, if I can be of any additional assistance, Mr. [redacted] can reach me at [redacted] That said we ask that this complaint be closed. We apologize to Mr. Rodriguez 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]
Complaint: [redacted]
I am rejecting this response because: my complaint is not alledged, it is an actual complaint. I have been trying to get these cabinets repaired since July, I paid over $10,000 for refaced cabinets, that HS continually needed repair since their installation in 2005. The warranty should exist on the date of the last repair in order to be fair. Now Mr. [redacted] wants me to pay $100 for coming out and taking a picture of the cabinets plus $400 worth of labor for 2 laminate wood doors to be installed.The estimate of cost is $650 to replace the two cabinet doors. I believe this to be excessive. I took more than four hours off work in order to meet with the repair people, and they did not show up as indicated. The response was, we had computer problems. Afterwords that was no attempt made to call me to reschedule. I had to call them to reschedule, and continue to wait on a response. The quality of workmanship is substandard to say the least. I have no intentions of ever doing business with Sears company in this lifetime. To date, I have received no satisfaction in the settlement. I feel that the cabinet repair cost should be prorated according to the last repairs done on the cabinets, if the warranty is only for 10 years from the last service date. kindest regards
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a refrigerator purchased from Sears Outlet. [redacted], manager...
of the Fenton Sears Outlet provided the following response: On January 10, 2017 at 2:45pm I contacted Ms. [redacted] and apologized for the issues that she's had with the refrigerator. That said I offered Ms. [redacted] a "new in box" replacement of the exact same refrigerator that she currently has in her home. That offer was and Ms. [redacted] new refrigerator will be delivered to her home on Thursday, January 12, 2017. Moving forward, if I can be of any additional assistance to Ms. [redacted], she can reach me at the store by calling [redacted]. Since we have noted the actions taken to resolve Ms. [redacted] concerns, we ask that 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Weldon L J[redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his Sears Home Warranty. We would first like to point out...
that [redacted] Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] (CCHS), 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 Mr. [redacted] contract. Our records show that Mr. [redacted] warranty was cancelled on the day he called and requested, August 17, 2017. Since we show Mr. J[redacted] warranty was cancelled at his request we have closed this case. We apologize to Mr. J[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. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.S[redacted]
Complaint: [redacted] I will consider this response satisfied once the new microwave is installed and reimbursement has been paid. I will call the installation team today.
Sincerely,
[redacted]
June 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed our investigation of Mrs. B[redacted] complaint regarding a recent...
service call for her refrigerator. It is regrettable that we failed Mrs. B[redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. B[redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Mrs. B[redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Mrs. B[redacted] concerns to the appropriate management team for further review. Upon researching Mrs. B[redacted] complaint, we found that the refund in question was processed on April 29, 2017, under sales check [redacted]. We have included a copy of the refund sales check for Mrs. B[redacted] records. The reason Mrs. B[redacted] may not have realized that the refund was processed because it was processed to a different [redacted] account than the one that was used to pay for the parts. On March 20, 2017, Mrs. B[redacted] paid for the parts with the [redacted] account ending in [redacted] however, it appears that her husband provided a different account to our escalated customer service group, Customer Solutions, when he called inquiring about the refund because the refund was processed under [redacted] account ending in [redacted] With that said, since we have confirmed that the refund Mrs. B[redacted] is seeking has been completed, we ask that this matter be closed. We apologize to Mrs. B[redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist Enclosure
March 3, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted]’s rebuttal to the response we provided. I would first like to apologize that I did not return Mr. [redacted]’s call yesterday but I was out of the office all day and have been catching up all day today. Since he also filed this rebuttal, I have responded here. To that end, I have reviewed Mr. [redacted]’s rebuttal and did not find that he brought forth any new information. The fact is that the price of the part is the price that we charge every person that has that repair where we supply the part. There was no inflation of charges just to somehow make Mr. [redacted] pay something out-of-pocket and there is no benefit to the service unit to even do this. They get paid through the contract and it is all the same to them.; Furthermore, the technicians do not work on any commission so they have no incentive to increase the cost of a repair; they receive the same paycheck either way. With that said, in the process of reviewing the service provided along with the subsequently scheduled call where our technician could not find anything wrong with the prior repair, I noticed that Mr. [redacted] encountered several issues with having service calls rescheduled and even once when the service was scheduled on the wrong dryer that did not have coverage. So while we do not find Mr. [redacted] is entitled to a refund for the charges paid due to any over charge on our part, we do feel from a customer service standpoint that he did have a less than desirable service experience and as such, as a customer courtesy we are willing to refund him the $100.55 to his [redacted] card ending in [redacted] To accomplish this, we will need Mr. [redacted] to call or email me the first 12 digits of his 16 digit card number so that I can process the refund; due to the length of time that has elapsed the card information is no longer viewable in our system. I can be reached via email at [redacted] or via phone at [redacted] On the latter I am usually accessible Monday through Thursday from 7:00-4:00 and for email, I am available those times and additionally on Fridays for that same time. At this time, since we are willing to refund Mr. [redacted] the disputed charge albeit for a different reason than for what he requested and are only pending his response with the necessary information, 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,[redacted]Team Manager, Regulatory Complaints[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. D[redacted]complaint regarding his service agreement. Our records show that...
Ms. D[redacted] was assisted by our Executive Member support team, her case manager, Shania F[redacted] had D[redacted] refunded for the service agreement on 8/31/2017. A check in the amount of $380.84 was processed and sent to her. Ms. D[redacted] need only contact Ms.F[redacted] directly at [redacted] if she still needs assistance. Since we have refunded D[redacted] for the service agreement she purchased as requested we have closed this complaint. We apologize to Ms. D[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 [redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: the business is attempting to alter the terms that I have must graciously offered them, those terms being a full refund. The burden of responsibility in this matter is solely on the business and it seems that they are seeking every opportunity to refuse a refund.
Sincerely,
Dustin H[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.
Sincerely,
James [redacted]
September 15th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] / Socorro D[redacted] Via: Revdex.com website
Dear [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.
We have reached an amicable resolution. When I spoke to Mr. D[redacted] on 8/30/17, he let me know that the repair to his HVAC unit had already been completed. He also let me know that the unit was working fine now. There is nothing else that needs to be addressed.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. J[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] or via email at [redacted]searshomepro.com.
Sincerely,
Carlos C[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Christos P[redacted] Via: 1st Class Mail
October 27, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Sergey [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction...
with our customer service and non-receipt of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order for pick up at his local Sears Store. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, Dan [redacted], Manager for Sears Store number 1018, attempted to reach Mr. [redacted] by telephone and spoke with his mother. At that time, he apologized and offered to personally deliver the wrench set to their home on October 16, 2016. Mrs. [redacted] indicated that this would meet with Mr. [redacted] satisfaction and stated she would inform him that the item would be delivered. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. If Mr. [redacted] has any remaining concerns or would like to discuss his issue further, he may contact Dan [redacted] at ([redacted]) [redacted]. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]
Complaint: [redacted]
I am rejecting this response because:We understand that the warranty expired and we were more than willing to pay the cost of labor for the repair, which we did. Our problem is that the repair that we paid for failed REPEATEDLY either because they provided inept and inexperienced technicians or faulty parts. This resulted in another occasion in which we were forced to throw away all of our perishable food. This also resulted in us having to live without the refrigerator for OVER 2 months. This is completely unacceptable. Had the original repair actually worked we would have been satisfied. Even today we check the temperature every time we open the refrigerator because we fear it will fail again.
Sincerely,
[redacted]
July 25, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Joe [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his parts order and request for a...
refund of the $20.00 extra he paid for shipping. We would first like to apologize if we failed Mr. [redacted]’s expectations. After researching this matter we were unable to locate an order for him. Therefore, we sent an email to Sears Parts Direct however they too were unable to locate an order using the information that Mr. [redacted] provided to the Revdex.com. While we were unable to verify the order we have decided to issue a refund check of $20.00 to resolve this matter as a onetime courtesy exception. The check will arrive in the mail within 7 to 10 business days. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. In the interim, since we have provided a $20.00 refund, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 7, 2016 [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 the charges he was assessed for a repair...
even though the main part was never installed and the service was never finished. After reviewing Mr. [redacted] service history we can clearly see that the technician uninstalled the ordered board and intended to order another one. From his notes it is apparent that he could not figure out how to order the part again and thought that the needed to close the order out so that he could place it again. Unfortunately, this then closed out the charges that were previously collected and the technician did not fill out the required CWO form to ensure that Mr. [redacted] was refunded. Additionally, a technician does not have the ability to open a service order and has to call to have one created. So once the order was closed the technician must have realized he did not have any way to open a new one and order the part. Regrettably, it does not look as if the technician got his manager involved to help resolve the issue and that is why the repair was never completed; we have sent feedback to the technician’s manager. With that said, we are in agreement that Mr. [redacted] should be refunded in full as no real service was provided. We are willing to issue a refund back to his [redacted] in the amount of $244.16, but in order to do this, we need Mr. [redacted] to provide the other 12 digits of his 16 digit account number ending in [redacted]. He can contact me via email at [redacted] or via phone at [redacted] and once we have received those numbers we will process the refund. In the interim, since we are willing to provide Mr. [redacted] with his requested resolution and are just awaiting his response, 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, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Dear Revdex.com, I am contacting you again about a situation concerning a cook top replacement situation with Sears Holding that I thought had been resolved however I am now being faced with another situation created...
by Sears Holding concerning the installation of the replacement cook top. I have dealt with a literal nightmare with Sears over a cook top replacement. I have 7 Appliances that I purchased through Sears and also purchased their Master Protection Agreement for these appliances that costs me thousands of dollars. I purchased this Protection Agreement to protect myself and my appliances in case of problems or issues to insure that I would have these appliances repaired or replaced in a reasonable period of time. However when my cook top had major issues and 3 Sears technicians deemed it needed to be replaced I had to endure almost 8 weeks of missing days from work and issues with Sears in order to get a replacement in which I finally had to resort to contacting the Revdex.com in order to get Sears to replace the cook top and it's been over 2 weeks still waiting for Sears to deliver the cook top and now Sears Installation Department is calling me telling me that they can't find a cook top installer within 200 miles of my location here in Fredericksburg Virginia which is 50 miles from our Capital city of Richmond Virginia and 50 miles from our nations Capital Washington DC both being major Capital cities not to mention all of the many other major cities within the 200 mile area they have indicated which seems ridiculous to me or anyone else hearing this from a major company such as Sears who are supposed to have their own installers for these Protection Agreement Plans they are selling to their loyal customers but yet they expect me to find an installer and want to dump this situation on me for $199 when I was informed by the Sears representatives when I purchased my Master Protection Agreement that Sears handled everything involved with the replacement and installation if there were any issues with any of my covered appliances. Sears contacted me on March 15th saying they had an installer who would contact me in 24 hours for the installation only to call me back today March 17th telling me they couldn't find an installer and I was responsible.I expect Sears to do their job and fulfill their responsibility to find a Sears approved Installer to install my cook top appliance as they indicated they would do in the Master Protection Agreement Plan Contract. Also Sears had indicated to me that they provided their own Installers who they have cleared so that they could honor the Protection Agreement knowing that the appliance had been properly installed for both their and my own protection only to have them dump this responsibility on me now after going through this miserable situation for going on 3 months now without a cook top and my having 3 small kids in the home and a mother I'm caring for with [redacted] Disease. I purchased Sears Protection Agreement Plans to avoid these types of situations only to have to deal with a literal nightmare since this situation began back in January 2017. It is pathetic that Sears being a major nationwide Corporation can't find an Installer for my cook top in a 200 mile radius in my area. You or Sears Holding can contact me at [redacted]Thank you[redacted]
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and...
request for an immediate refund. [redacted], District Manager for Unit [redacted], provided the following response: It is unfortunate that we failed [redacted] expectations as we value his patronage. After researching this matter further, the store was able to find the mixer in question. We have left a couple of messages for [redacted] to contact us back. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Should [redacted] have any questions, we ask that he contact us directly at [redacted] or the store at ([redacted]. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 23, 2016
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No:[redacted]- Alice [redacted]
Via: 1st Class US Postage
Via email: n[redacted]@chicago.Revdex.com.org
Dear Ms. [redacted],
This letter provides you an...
update regarding Ms. [redacted] complaint. We are working to reach an amicable resolution that all parties can accept. I will provide an update accordingly.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-222-5030 extension [redacted] or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Alice [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Anthony John [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding services under the Sears Home...
Warranty. We would first like to point out that HomeSure of America, Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cross Country Home Services (CCHS), 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 Mr. [redacted]’s contract. CCHS informed us of the following: We reviewed the warranty and the customer’s complaint that he has not been receiving the service he has paid for. Base on the review of the warranty, the diagnosis advised that the range was in awful condition and many structural failures as well as mechanical failures. The service technician’s professional opinion was that the range was in this poor condition for more than a month which lead him to taking pictures of the unit. The notes shows that Mr. [redacted] was contacted by a supervisor who advised him that based on the report that we received, it is showing that the door has been hanging prior to the warranty effective date. Mr. [redacted] stated the oven started breaking down prior to the warranty going into effect. Mr. [redacted] advised the oven door was not sealing or closing right and it was not cooking properly. Based on the report and the information provided by Mr. [redacted], the claim remained denied due to Known pre- existing condition and structural failure was upheld. 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. Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
October 3, 2016
[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 his dissatisfaction with the multiple service...
attempts on his tractor and it continues to have the same issue.
We apologize that Mr. [redacted] tractor failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after we have made multiple attempts to service the tractor and it continues to have the same issue.
Upon receipt of Mr. [redacted] complaint, we reached out to [redacted] Customer Service Rep with Commercial Sales, to assist with Mr. [redacted] concerns. She reviewed the service history on the tractor and determined that Mr. [redacted] is warranted a replacement tractor. However, a tractor is considered a seasonal item and availability for a replacement tractor is scarce. Therefore, Ms. [redacted] contacted Mr. [redacted] and offered to return the tractor for a refund; Mr. [redacted] has accepted the offer and a pick-up of the tractor has been scheduled. With that being said, since it is our understanding that a return of the tractor for a refund is a resolution that has met with Mr. [redacted] approval, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
[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 a refrigerator purchased from Sears Outlet. [redacted],...
Manager of the Santa Ana Sears Outlet provided the following response: Mr. [redacted] received a new refrigerator on Monday, October 24, 2016. Additionally, we provided a credit for food loss as a gesture of good customer service. Moving forward, if I can be of any additional assistance, Mr. [redacted] can reach me at [redacted] That said we ask that this complaint be closed. We apologize to Mr. Rodriguez 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]
Complaint: [redacted]
I am rejecting this response because: my complaint is not alledged, it is an actual complaint. I have been trying to get these cabinets repaired since July, I paid over $10,000 for refaced cabinets, that HS continually needed repair since their installation in 2005. The warranty should exist on the date of the last repair in order to be fair. Now Mr. [redacted] wants me to pay $100 for coming out and taking a picture of the cabinets plus $400 worth of labor for 2 laminate wood doors to be installed.The estimate of cost is $650 to replace the two cabinet doors. I believe this to be excessive. I took more than four hours off work in order to meet with the repair people, and they did not show up as indicated. The response was, we had computer problems. Afterwords that was no attempt made to call me to reschedule. I had to call them to reschedule, and continue to wait on a response. The quality of workmanship is substandard to say the least. I have no intentions of ever doing business with Sears company in this lifetime. To date, I have received no satisfaction in the settlement. I feel that the cabinet repair cost should be prorated according to the last repairs done on the cabinets, if the warranty is only for 10 years from the last service date. kindest regards
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a refrigerator purchased from Sears Outlet. [redacted], manager...
of the Fenton Sears Outlet provided the following response: On January 10, 2017 at 2:45pm I contacted Ms. [redacted] and apologized for the issues that she's had with the refrigerator. That said I offered Ms. [redacted] a "new in box" replacement of the exact same refrigerator that she currently has in her home. That offer was and Ms. [redacted] new refrigerator will be delivered to her home on Thursday, January 12, 2017. Moving forward, if I can be of any additional assistance to Ms. [redacted], she can reach me at the store by calling [redacted]. Since we have noted the actions taken to resolve Ms. [redacted] concerns, we ask that 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Weldon L J[redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his Sears Home Warranty. We would first like to point out...
that [redacted] Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] (CCHS), 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 Mr. [redacted] contract. Our records show that Mr. [redacted] warranty was cancelled on the day he called and requested, August 17, 2017. Since we show Mr. J[redacted] warranty was cancelled at his request we have closed this case. We apologize to Mr. J[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. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.S[redacted]
Complaint: [redacted] I will consider this response satisfied once the new microwave is installed and reimbursement has been paid. I will call the installation team today.
Sincerely,
[redacted]
June 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed our investigation of Mrs. B[redacted] complaint regarding a recent...
service call for her refrigerator. It is regrettable that we failed Mrs. B[redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. B[redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Mrs. B[redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Mrs. B[redacted] concerns to the appropriate management team for further review. Upon researching Mrs. B[redacted] complaint, we found that the refund in question was processed on April 29, 2017, under sales check [redacted]. We have included a copy of the refund sales check for Mrs. B[redacted] records. The reason Mrs. B[redacted] may not have realized that the refund was processed because it was processed to a different [redacted] account than the one that was used to pay for the parts. On March 20, 2017, Mrs. B[redacted] paid for the parts with the [redacted] account ending in [redacted] however, it appears that her husband provided a different account to our escalated customer service group, Customer Solutions, when he called inquiring about the refund because the refund was processed under [redacted] account ending in [redacted] With that said, since we have confirmed that the refund Mrs. B[redacted] is seeking has been completed, we ask that this matter be closed. We apologize to Mrs. B[redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist Enclosure
March 3, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted]’s rebuttal to the response we provided. I would first like to apologize that I did not return Mr. [redacted]’s call yesterday but I was out of the office all day and have been catching up all day today. Since he also filed this rebuttal, I have responded here. To that end, I have reviewed Mr. [redacted]’s rebuttal and did not find that he brought forth any new information. The fact is that the price of the part is the price that we charge every person that has that repair where we supply the part. There was no inflation of charges just to somehow make Mr. [redacted] pay something out-of-pocket and there is no benefit to the service unit to even do this. They get paid through the contract and it is all the same to them.; Furthermore, the technicians do not work on any commission so they have no incentive to increase the cost of a repair; they receive the same paycheck either way. With that said, in the process of reviewing the service provided along with the subsequently scheduled call where our technician could not find anything wrong with the prior repair, I noticed that Mr. [redacted] encountered several issues with having service calls rescheduled and even once when the service was scheduled on the wrong dryer that did not have coverage. So while we do not find Mr. [redacted] is entitled to a refund for the charges paid due to any over charge on our part, we do feel from a customer service standpoint that he did have a less than desirable service experience and as such, as a customer courtesy we are willing to refund him the $100.55 to his [redacted] card ending in [redacted] To accomplish this, we will need Mr. [redacted] to call or email me the first 12 digits of his 16 digit card number so that I can process the refund; due to the length of time that has elapsed the card information is no longer viewable in our system. I can be reached via email at [redacted] or via phone at [redacted] On the latter I am usually accessible Monday through Thursday from 7:00-4:00 and for email, I am available those times and additionally on Fridays for that same time. At this time, since we are willing to refund Mr. [redacted] the disputed charge albeit for a different reason than for what he requested and are only pending his response with the necessary information, 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,[redacted]Team Manager, Regulatory Complaints[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. D[redacted]complaint regarding his service agreement. Our records show that...
Ms. D[redacted] was assisted by our Executive Member support team, her case manager, Shania F[redacted] had D[redacted] refunded for the service agreement on 8/31/2017. A check in the amount of $380.84 was processed and sent to her. Ms. D[redacted] need only contact Ms.F[redacted] directly at [redacted] if she still needs assistance. Since we have refunded D[redacted] for the service agreement she purchased as requested we have closed this complaint. We apologize to Ms. D[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 [redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: the business is attempting to alter the terms that I have must graciously offered them, those terms being a full refund. The burden of responsibility in this matter is solely on the business and it seems that they are seeking every opportunity to refuse a refund.
Sincerely,
Dustin H[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.
Sincerely,
James [redacted]
September 15th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] / Socorro D[redacted] Via: Revdex.com website
Dear [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.
We have reached an amicable resolution. When I spoke to Mr. D[redacted] on 8/30/17, he let me know that the repair to his HVAC unit had already been completed. He also let me know that the unit was working fine now. There is nothing else that needs to be addressed.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. J[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] or via email at [redacted]searshomepro.com.
Sincerely,
Carlos C[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Christos P[redacted] Via: 1st Class Mail
October 27, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Sergey [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction...
with our customer service and non-receipt of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order for pick up at his local Sears Store. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, Dan [redacted], Manager for Sears Store number 1018, attempted to reach Mr. [redacted] by telephone and spoke with his mother. At that time, he apologized and offered to personally deliver the wrench set to their home on October 16, 2016. Mrs. [redacted] indicated that this would meet with Mr. [redacted] satisfaction and stated she would inform him that the item would be delivered. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. If Mr. [redacted] has any remaining concerns or would like to discuss his issue further, he may contact Dan [redacted] at ([redacted]) [redacted]. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]
Complaint: [redacted]
I am rejecting this response because:We understand that the warranty expired and we were more than willing to pay the cost of labor for the repair, which we did. Our problem is that the repair that we paid for failed REPEATEDLY either because they provided inept and inexperienced technicians or faulty parts. This resulted in another occasion in which we were forced to throw away all of our perishable food. This also resulted in us having to live without the refrigerator for OVER 2 months. This is completely unacceptable. Had the original repair actually worked we would have been satisfied. Even today we check the temperature every time we open the refrigerator because we fear it will fail again.
Sincerely,
[redacted]
July 25, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Joe [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his parts order and request for a...
refund of the $20.00 extra he paid for shipping. We would first like to apologize if we failed Mr. [redacted]’s expectations. After researching this matter we were unable to locate an order for him. Therefore, we sent an email to Sears Parts Direct however they too were unable to locate an order using the information that Mr. [redacted] provided to the Revdex.com. While we were unable to verify the order we have decided to issue a refund check of $20.00 to resolve this matter as a onetime courtesy exception. The check will arrive in the mail within 7 to 10 business days. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. In the interim, since we have provided a $20.00 refund, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation