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]
September 29, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 94568986 - Danelle [redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]' complaint regarding her dissatisfaction that her dishwasher failed sooner than she expected and her request for a refund.We apologize that Ms. [redacted]' dishwasher failed to meet her 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 the manufacturer's warranty has expired and covered repairs are not an option. According to our records, Ms. [redacted] purchased the dishwasher on August 7, 2013 and the manufacturer's 2-year warranty expired on August 12, 2015. We reviewed the service history and there are no previous repairs since the unit was installed. On September 16, 2015 we contacted Ms. [redacted] and informed her that the dishwasher did not qualify for a return. However, for customer satisfaction, we offered to schedule service with Sears and we would cover the labor charge and she would be responsible for any parts. She accepted the offer and service was scheduled for September 17, 2015. Our technician provided Mr. [redacted] with an estimate for the parts and Ms. [redacted] approved the repair. Our records indicate that the dishwasher repair was completed on September 25, 2015. With that being said, since the dishwasher has been repaired, we have closed our file.Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] direct[redacted]searshc.com
March 24, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto...
centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted] who states the following:
On 07/15/2014 our auto center sold him a set of [redacted] tires for his current vehicle and over the course of the next 14 months, we rebalanced his tires 9 times due to a complaint of vibration. In December of 2015 we contacted [redacted] to attempt to warranty adjust the tires due to a persistent ride complaint. At that time [redacted] offered 25% goodwill adjustment due to the tires being unevenly worn. Mr. [redacted] was not pleased with that offer and promptly contacted the Revdex.com to file a complaint against Sears Auto Center (Revdex.com Complaint [redacted]) and requested a new set of tires at no charge. We offered a 56% adjustment on his tires, which he accepted. On 12/22/2016 we installed a new set of tires on his vehicle and have since rebalanced them 3 more times. We have attempted to explain to him that if the vibration was still present with a different set of tires, there is a very reasonable possibility that the vehicle's suspension could be playing a part in his ride disturbance.
I have contacted [redacted] today, March 23, 2016 and we have come to an agreement that he will have his tires replaced elsewhere, return the tires he most recently purchased from us and I will refund him $267.88 and at that time we will no longer be responsible for resolving any ride disturbance issues with his vehicle. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [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 Complaints Specialist
[redacted]
[redacted]
December 8, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Roger L[redacted]
Dear [redacted]
We have completed the investigation of Mr. L[redacted] complaint regarding his dissatisfaction with the multiple repairs on his...
refrigerator and it continues to have the same issue after the warranty expired.
Upon receipt of Mr. L[redacted] complaint we researched and discovered that we made several attempts to repair the ice maker on his refrigerator during the warranty period. Our technician replaced the same part at least 3 times. The ice maker would work for a few months and then it would stop working again. Due to the service history, we contacted Mr. L[redacted] and offered to add a one-year protection agreement on the refrigerator at no additional charge to Mr. L[redacted] The protection agreement would cover parts and labor for a year. Mr. L[redacted] accepted the offer and we scheduled service. We instructed Mr. L[redacted] to contact me if the refrigerator continues to have any issues after the repair is completed, and within the coverage period. With that being said, since we have addressed the issue brought forth in Mr. L[redacted] complaint, we have closed our file.
We apologize to Mr. L[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
October 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: #[redacted] - Rebecca [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with...
our customer service and failure to provide a treadmill she purchased from Sears. It is unfortunate that we failed Ms. [redacted]’s expectations when she recently purchased a treadmill from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that our store informed Ms. [redacted] that the treadmill she ordered from sears.com was not available for pick-up on September 10th, cancelled her online order, and re-ordered the item for delivery to her home. However, through the availability of the item it was determined that delivery could not be completed for several weeks. Ms. [redacted] first indicated that she accepted the delivery date, but later called our store to cancel the order because she no longer agreed with the wait time. Her purchase was canceled and refunded on September 17, 2016. If Ms. [redacted] has any further concerns or questions about this issue, she may contact Jesse [redacted] Manager of Sears Store number 2239, at ([redacted] within ten business days from the date of this letter. At this time, we can only reiterate that we regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us another opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms. [redacted]’s comments and a full refund has been provided for the order in question. 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] Ext. 87741
September 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: #[redacted] – James [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] rebuttal to the response we provided. We are confused by Mr. [redacted] rebuttal. He provided a list of refrigerators that we assume he means are energy STAR compliant, and his refrigerator is listed second from the bottom of the list. His is the one listed as: Kenmore 253.7041*41 Refrigerator Kenmore 253.7041*41 Refrigerator 253 is the source code and there is an asterisk in place of the number that denotes color. In Mr. [redacted]’ case, his model number for his refrigerator is 25370413410. The 3 is an indicator that it is a stainless finish for the color. The zero at the end is essentially meaningless as it would change if there were different product runs (then instead of a zero it might be a one or two). We apologize if this was not clear to Mr. [redacted] from reviewing the rebate website he referenced. Since we have hopefully provided the clarification Mr. [redacted] was seeking, 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] Regulatory Complaints Specialist Direct Line: [redacted] Email: Tammie.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] find that this resolution is satisfactory to me.
Sincerely,
[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
August 24, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mary D. [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience...
and request for a full refund. It is unfortunate that we failed Ms. [redacted]’s expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we show that Sears Online submitted a refund request since it was well past the estimated date of arrival. Accordingly, a refund of $230.25 was issued on August 17, 2016, under return receipt number 019789091549. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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
[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
December 24, 2015[redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] complaint regarding his recent online order experience.We would first like to...
apologize for any inconvenience he may have experienced with his missing order. We value his patronage and can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order, we found that Sears Online processed a refund of $27.08 on December 18, 2015, under return receipt number [redacted] can expect to receive his refund gift card in the mail by January 11, 2015. Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. 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 SpecialistSears Holdings Corporation
April 24, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms. [redacted]
We have completed our investigation of Ms. [redacted] complaint regarding service for her washer.
Upon receipt of Ms. [redacted]...
complaint, we found that the service repair had already been completed. Ms. [redacted] confirmed that her washer was working. I addressed the problems Ms. [redacted] was having with customer care and the confusion she encountered with her washer showing under her father's customer profile instead of hers.
I'd like to take a moment to explain our customer profile system. When a customer makes a large appliance purchase from Sears our system gathers their basic contact information and generates a customer profile. If there is already a customer profile in our system then the appliance purchase will show under their profile with the date of purchase and model number and type of appliance. Generally the profile is filed under the main phone number the customer provides at time of purchase. In Ms. [redacted] case her washer is currently listed under her father's profile since he was the purchaser. To alleviate this issue in the future Ms. [redacted] father will need to contact Sears Protection Agreement office at [redacted] and have the washer with the Master Protection Agreement transferred to her customer profile. For fraud protection Ms. [redacted] father will need to do this himself as the purchaser. Ms. [redacted] stated she understood this process. As Ms. [redacted] washer has already been repaired we offered her a gift card in the amount of $75.00 for the inconvenience of the service reschedules she experienced. This offer was accepted.
Since we have repaired Ms. [redacted] washer and resolution offered were acceptable to Ms. [redacted] we have closed our case.
We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
March 24, 2017 [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 her dissatisfaction with our customer...
service and non-receipt of Shop Your Way points offered for her sears.com order. It is unfortunate that we failed Ms. [redacted] expectations when he recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that on February 19, 2017, 119,398 points were added to the Shop Your Way Rewards account using the email Ms. [redacted] mentions. Ms. [redacted] may contact Shop Your Way at [redacted] if she is still having trouble viewing her points. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist **
[redacted]
July 15, 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 ring. ...
Store Manager [redacted] provided the following response. Mr. [redacted] is not entitled to a refund according to the terms of our return policy; therefore, we are unable to grant his request. However, we have offered to provide him with a gift card worth the amount he paid for his ring and this is in accordance with the terms of his jewelry care plan. Should Mr. [redacted] wish to accept, he may contact me ([redacted] during normal business hours at ([redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I do like how Sears Always puts "PROOF OF SALE" in caps, I have been doing business with sears long enough to know that is the ONLY way you are able to return or replace something there.Fortunately this will be my LAST PROOF OF SALE, from Sears as I am finished shopping Sears, I actually have not shopped Sears for a number of years, but I do need to EDUCATE my son on the Sears experience, and make sure he does not waste his hard earned money at a place that does not take care of their customers unless you keep you PROOF OF SALE for the entire warranty period. Thank you Sears for only reiterating my knowledge of a store like yours.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his 2012 refrigerator. Our records show that Mr. [redacted]...
purchased his refrigerator on July 23, 2012. The service history shows two service orders; the first on April 23, 2013 with a complaint that the ice maker wasn’t working so was replaced at that time. The second service was on September 24, 2014 with a complaint that the “Change Water filter” light was coming on after a couple of months of changing the filter. Our service technician was not able to find a mechanical failure to indicate that the indicator light was not working properly and Ms. [redacted] was informed that it could very well be the water quality in her area causing the water filter to not last the normal 6 months. We have no other service calls for Mr. [redacted] on the refrigerator although we do show that we have been out to service other appliances in 2015 and as recently as November 2016. With that being said Mr. [redacted] was informed correctly that the Sears Home Warranty does not cover such things as mold or issues with gaskets as these items will wear out over time and will do so faster if not cleaned properly. Worn out gaskets will lead to condensation as they lose the ability to make a complete seal, especially in southern states due to high humidity. We show that Mr. [redacted] did cancel the Sears Home Warranty on January 16/2017 and received a full refund of $659.88. Since we have confirmed that Mr. [redacted] home warranty was canceled and have explained that we have no record of an ongoing issue with mold and condensation as he alludes to in his complaint we are unable to honor his request for a free service and have closed this complaint. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:
Revdex.com: After two cancellations of the second set of sheets I ordered, I ultimately received one of the two sheet sets however, the sheets I received were NOT the color I ordered. I received "ivory". Also, I would like to mention that although, the cancellation messages I received from KMart state that the sheets I ordered, in the colors I ordered, are "out of stock", it is interesting that KMart has been, and is, currently advertising the same sheets and colors for sale at an "increased" price. It appears to me that KMart has availability of the sheets I ordered, but, won't honor the price I paid for them online. Instead, They cancelled my order.
July 24, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Marina [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mrs. [redacted]'s complaint regarding non-receipt of a bottled water dispenser she...
ordered from sears.com.
It is unfortunate that we failed Mrs. [redacted]'s expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that Mrs. [redacted] was assisted by our Executive Member Services team. Mrs. [redacted]'s order amount of $144.44 was refunded to her Visa account ending in 6565 on July 20, 2015, because our Kmart vendor had not yet delivered the water dispenser. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mrs. [redacted]'s comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800-7[redacted]
March 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mrs. [redacted] We have completed our investigation of Mr[redacted] complaint regarding the assembly of...
his elliptical machine. We were willing to have a team go back out and correct any issues that may have been existing with the assembly, but Mr. [redacted] said he had already taken care of it. He asked for a refund of the delivery/assembly fee. However, that fee includes delivery service, which was performed correctly. The fee for our delivery service is $69.99; therefore, we will be issuing a refund for the $100.00 assembly fee even though we were not able to view the issue at hand or attempt top rectify it. The $100.00 credit should be visible on Mr[redacted] account within 7 business days. In light of the aforementioned information, we have closed our file. We apologize to Mr. [redacted] 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[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]
September 29, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 94568986 - Danelle [redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]' complaint regarding her dissatisfaction that her dishwasher failed sooner than she expected and her request for a refund.We apologize that Ms. [redacted]' dishwasher failed to meet her 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 the manufacturer's warranty has expired and covered repairs are not an option. According to our records, Ms. [redacted] purchased the dishwasher on August 7, 2013 and the manufacturer's 2-year warranty expired on August 12, 2015. We reviewed the service history and there are no previous repairs since the unit was installed. On September 16, 2015 we contacted Ms. [redacted] and informed her that the dishwasher did not qualify for a return. However, for customer satisfaction, we offered to schedule service with Sears and we would cover the labor charge and she would be responsible for any parts. She accepted the offer and service was scheduled for September 17, 2015. Our technician provided Mr. [redacted] with an estimate for the parts and Ms. [redacted] approved the repair. Our records indicate that the dishwasher repair was completed on September 25, 2015. With that being said, since the dishwasher has been repaired, we have closed our file.Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] direct[redacted]searshc.com
March 24, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto...
centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted] who states the following:
On 07/15/2014 our auto center sold him a set of [redacted] tires for his current vehicle and over the course of the next 14 months, we rebalanced his tires 9 times due to a complaint of vibration. In December of 2015 we contacted [redacted] to attempt to warranty adjust the tires due to a persistent ride complaint. At that time [redacted] offered 25% goodwill adjustment due to the tires being unevenly worn. Mr. [redacted] was not pleased with that offer and promptly contacted the Revdex.com to file a complaint against Sears Auto Center (Revdex.com Complaint [redacted]) and requested a new set of tires at no charge. We offered a 56% adjustment on his tires, which he accepted. On 12/22/2016 we installed a new set of tires on his vehicle and have since rebalanced them 3 more times. We have attempted to explain to him that if the vibration was still present with a different set of tires, there is a very reasonable possibility that the vehicle's suspension could be playing a part in his ride disturbance.
I have contacted [redacted] today, March 23, 2016 and we have come to an agreement that he will have his tires replaced elsewhere, return the tires he most recently purchased from us and I will refund him $267.88 and at that time we will no longer be responsible for resolving any ride disturbance issues with his vehicle. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [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 Complaints Specialist
[redacted]
[redacted]
December 8, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Roger L[redacted]
Dear [redacted]
We have completed the investigation of Mr. L[redacted] complaint regarding his dissatisfaction with the multiple repairs on his...
refrigerator and it continues to have the same issue after the warranty expired.
Upon receipt of Mr. L[redacted] complaint we researched and discovered that we made several attempts to repair the ice maker on his refrigerator during the warranty period. Our technician replaced the same part at least 3 times. The ice maker would work for a few months and then it would stop working again. Due to the service history, we contacted Mr. L[redacted] and offered to add a one-year protection agreement on the refrigerator at no additional charge to Mr. L[redacted] The protection agreement would cover parts and labor for a year. Mr. L[redacted] accepted the offer and we scheduled service. We instructed Mr. L[redacted] to contact me if the refrigerator continues to have any issues after the repair is completed, and within the coverage period. With that being said, since we have addressed the issue brought forth in Mr. L[redacted] complaint, we have closed our file.
We apologize to Mr. L[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
October 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: #[redacted] - Rebecca [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with...
our customer service and failure to provide a treadmill she purchased from Sears. It is unfortunate that we failed Ms. [redacted]’s expectations when she recently purchased a treadmill from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that our store informed Ms. [redacted] that the treadmill she ordered from sears.com was not available for pick-up on September 10th, cancelled her online order, and re-ordered the item for delivery to her home. However, through the availability of the item it was determined that delivery could not be completed for several weeks. Ms. [redacted] first indicated that she accepted the delivery date, but later called our store to cancel the order because she no longer agreed with the wait time. Her purchase was canceled and refunded on September 17, 2016. If Ms. [redacted] has any further concerns or questions about this issue, she may contact Jesse [redacted] Manager of Sears Store number 2239, at ([redacted] within ten business days from the date of this letter. At this time, we can only reiterate that we regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us another opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms. [redacted]’s comments and a full refund has been provided for the order in question. 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] Ext. 87741
September 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: #[redacted] – James [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] rebuttal to the response we provided. We are confused by Mr. [redacted] rebuttal. He provided a list of refrigerators that we assume he means are energy STAR compliant, and his refrigerator is listed second from the bottom of the list. His is the one listed as: Kenmore 253.7041*41 Refrigerator Kenmore 253.7041*41 Refrigerator 253 is the source code and there is an asterisk in place of the number that denotes color. In Mr. [redacted]’ case, his model number for his refrigerator is 25370413410. The 3 is an indicator that it is a stainless finish for the color. The zero at the end is essentially meaningless as it would change if there were different product runs (then instead of a zero it might be a one or two). We apologize if this was not clear to Mr. [redacted] from reviewing the rebate website he referenced. Since we have hopefully provided the clarification Mr. [redacted] was seeking, 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] Regulatory Complaints Specialist Direct Line: [redacted] Email: Tammie.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] find that this resolution is satisfactory to me.
Sincerely,
[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
August 24, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mary D. [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience...
and request for a full refund. It is unfortunate that we failed Ms. [redacted]’s expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we show that Sears Online submitted a refund request since it was well past the estimated date of arrival. Accordingly, a refund of $230.25 was issued on August 17, 2016, under return receipt number 019789091549. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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
[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
December 24, 2015[redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] complaint regarding his recent online order experience.We would first like to...
apologize for any inconvenience he may have experienced with his missing order. We value his patronage and can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order, we found that Sears Online processed a refund of $27.08 on December 18, 2015, under return receipt number [redacted] can expect to receive his refund gift card in the mail by January 11, 2015. Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. 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 SpecialistSears Holdings Corporation
April 24, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms. [redacted]
We have completed our investigation of Ms. [redacted] complaint regarding service for her washer.
Upon receipt of Ms. [redacted]...
complaint, we found that the service repair had already been completed. Ms. [redacted] confirmed that her washer was working. I addressed the problems Ms. [redacted] was having with customer care and the confusion she encountered with her washer showing under her father's customer profile instead of hers.
I'd like to take a moment to explain our customer profile system. When a customer makes a large appliance purchase from Sears our system gathers their basic contact information and generates a customer profile. If there is already a customer profile in our system then the appliance purchase will show under their profile with the date of purchase and model number and type of appliance. Generally the profile is filed under the main phone number the customer provides at time of purchase. In Ms. [redacted] case her washer is currently listed under her father's profile since he was the purchaser. To alleviate this issue in the future Ms. [redacted] father will need to contact Sears Protection Agreement office at [redacted] and have the washer with the Master Protection Agreement transferred to her customer profile. For fraud protection Ms. [redacted] father will need to do this himself as the purchaser. Ms. [redacted] stated she understood this process. As Ms. [redacted] washer has already been repaired we offered her a gift card in the amount of $75.00 for the inconvenience of the service reschedules she experienced. This offer was accepted.
Since we have repaired Ms. [redacted] washer and resolution offered were acceptable to Ms. [redacted] we have closed our case.
We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
March 24, 2017 [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 her dissatisfaction with our customer...
service and non-receipt of Shop Your Way points offered for her sears.com order. It is unfortunate that we failed Ms. [redacted] expectations when he recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that on February 19, 2017, 119,398 points were added to the Shop Your Way Rewards account using the email Ms. [redacted] mentions. Ms. [redacted] may contact Shop Your Way at [redacted] if she is still having trouble viewing her points. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist **
[redacted]
July 15, 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 ring. ...
Store Manager [redacted] provided the following response. Mr. [redacted] is not entitled to a refund according to the terms of our return policy; therefore, we are unable to grant his request. However, we have offered to provide him with a gift card worth the amount he paid for his ring and this is in accordance with the terms of his jewelry care plan. Should Mr. [redacted] wish to accept, he may contact me ([redacted] during normal business hours at ([redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I do like how Sears Always puts "PROOF OF SALE" in caps, I have been doing business with sears long enough to know that is the ONLY way you are able to return or replace something there.Fortunately this will be my LAST PROOF OF SALE, from Sears as I am finished shopping Sears, I actually have not shopped Sears for a number of years, but I do need to EDUCATE my son on the Sears experience, and make sure he does not waste his hard earned money at a place that does not take care of their customers unless you keep you PROOF OF SALE for the entire warranty period. Thank you Sears for only reiterating my knowledge of a store like yours.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his 2012 refrigerator. Our records show that Mr. [redacted]...
purchased his refrigerator on July 23, 2012. The service history shows two service orders; the first on April 23, 2013 with a complaint that the ice maker wasn’t working so was replaced at that time. The second service was on September 24, 2014 with a complaint that the “Change Water filter” light was coming on after a couple of months of changing the filter. Our service technician was not able to find a mechanical failure to indicate that the indicator light was not working properly and Ms. [redacted] was informed that it could very well be the water quality in her area causing the water filter to not last the normal 6 months. We have no other service calls for Mr. [redacted] on the refrigerator although we do show that we have been out to service other appliances in 2015 and as recently as November 2016. With that being said Mr. [redacted] was informed correctly that the Sears Home Warranty does not cover such things as mold or issues with gaskets as these items will wear out over time and will do so faster if not cleaned properly. Worn out gaskets will lead to condensation as they lose the ability to make a complete seal, especially in southern states due to high humidity. We show that Mr. [redacted] did cancel the Sears Home Warranty on January 16/2017 and received a full refund of $659.88. Since we have confirmed that Mr. [redacted] home warranty was canceled and have explained that we have no record of an ongoing issue with mold and condensation as he alludes to in his complaint we are unable to honor his request for a free service and have closed this complaint. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:
Revdex.com: After two cancellations of the second set of sheets I ordered, I ultimately received one of the two sheet sets however, the sheets I received were NOT the color I ordered. I received "ivory". Also, I would like to mention that although, the cancellation messages I received from KMart state that the sheets I ordered, in the colors I ordered, are "out of stock", it is interesting that KMart has been, and is, currently advertising the same sheets and colors for sale at an "increased" price. It appears to me that KMart has availability of the sheets I ordered, but, won't honor the price I paid for them online. Instead, They cancelled my order.
July 24, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Marina [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mrs. [redacted]'s complaint regarding non-receipt of a bottled water dispenser she...
ordered from sears.com.
It is unfortunate that we failed Mrs. [redacted]'s expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that Mrs. [redacted] was assisted by our Executive Member Services team. Mrs. [redacted]'s order amount of $144.44 was refunded to her Visa account ending in 6565 on July 20, 2015, because our Kmart vendor had not yet delivered the water dispenser. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mrs. [redacted]'s comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800-7[redacted]
March 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mrs. [redacted] We have completed our investigation of Mr[redacted] complaint regarding the assembly of...
his elliptical machine. We were willing to have a team go back out and correct any issues that may have been existing with the assembly, but Mr. [redacted] said he had already taken care of it. He asked for a refund of the delivery/assembly fee. However, that fee includes delivery service, which was performed correctly. The fee for our delivery service is $69.99; therefore, we will be issuing a refund for the $100.00 assembly fee even though we were not able to view the issue at hand or attempt top rectify it. The $100.00 credit should be visible on Mr[redacted] account within 7 business days. In light of the aforementioned information, we have closed our file. We apologize to Mr. [redacted] 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[redacted]