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.
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted] Kenneth G[redacted] Dear [redacted] We have completed our investigation of Mr. G[redacted] complaint regarding his freezer door lock. It is important to note that the lock on...
G[redacted] freezer is just to secure the door from opening accidentally but is not the type of lock that can or will stand up to extreme pressure or strong jerking of the freezer door. This is what was found to have happen to the door lock and why it’s repair is not covered by any service or manufacture warranty therefore have closed this case. We apologize to Mr. G[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 SpecialistSears Holdings Corporation[redacted]
October 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: #94570261 - Mary [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding the refund she had not yet received for parts that were picked...
up by our technician.
We would like to clarify that when a technician sends in a CWO form, it goes to our billing department at the end of the week via regular mail. Once our billing department receives it, it can take several days to be sorted to the correct group, and then several more days once it gets to the right group, to be processed. Our records indicate that the form was filled out on August 27, 2015, and a refund was processed on September 15, 2015, for the full amount of the service call of $340.91; this was credited back to the Visa ending [redacted]. As for the repair itself, we do show that the washer was still repairable it was just that the cost to do so had apparently become prohibitive as the additional part needed would have increased the cost of the repair by a few hundred dollars more than we had already estimated. With that said, since we did provide Ms. [redacted] with the refund she was seeking, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com
February 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. It...
is regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her washer. We would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. It is understandable how the series of events noted within Ms. [redacted] complaint may have exacerbated her frustrations and we sincerely apologize for any inconvenience we may have caused Ms. [redacted]. With that said, Sears Home Services is strictly a service provider and contracted by [redacted] to repair Ms. [redacted] washer. It is unfortunate that the repair took longer than expected; receiving a damaged part could not be anticipated. While we empathize with Ms. [redacted], Sears Home Services would not be the party responsible for providing reimbursement for laundry expenses; these requests should be directed to her service contract administrator, [redacted] In summary, since we have documented Ms. [redacted] concerns with the repair process and completed the repair to her washer, albeit later than expected, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 16, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # [redacted] – Vesta [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the charges she incurred for an in-home service...
visit to assess her refrigerator.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We reviewed the service order and the related charges. Ms. [redacted] paid our technician $166.30 for the parts and labor to repair her refrigerator. The technician determined that the unit was non-repairable and returned the parts for a refund. We would like to note that when Ms. [redacted] called to schedule service, she was informed of the $75 non refundable diagnostic fee (plus 4.88 tax). Since the unit was non repairable, Ms. [redacted] was due a refund less the $79.88 for the diagnostic fee; $166.30 - $79.88 = total refund due $86.42. We apologize that on August 8, 2016 Ms. [redacted] was only issued a refund of $48.01.
For customer satisfaction, on September 13, 2016 we issued Ms. [redacted] an additional credit of $118.29 which included a refund of the diagnostic fee as well. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]4 direct
Matilda.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Danyle H[redacted]
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]
July 12, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his central a/c repair. It...
is regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his central a/c unit. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. [redacted] for any inconvenience we may have caused him. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Barbara Lawrence with unit [redacted] subsequently spoke with Mr. [redacted] regarding his service experience. Ms. L[redacted] agreed to refund Mr. [redacted] for the repair and she submitted a refund request on July 12, 2017. Mr. [redacted] should see a credit in the amount of $290.67 post to his [redacted] account ending in [redacted] in the next seven to ten days. In the interim, since it is our understanding that Mr. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 14, 2016 [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 recent online order...
experience and request to receive the remaining refund. [redacted] Store General Manager for Kmart Unit [redacted] provided the following response: It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can understand how the series of events noted in her complaint has caused her to lose faith in Sears. Additionally, 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 orders, we show that a refund of $95.39 and $8.77 was issued on September 27, 2016, for order [redacted]. As for order [redacted] we show a refund of $12.71 processed on September 21, 2016. It appears the only item that is remaining is for the toothbrush which was ready for pick up at the store. Accordingly, we have canceled the order and a refund has been issued from the store. Should Ms. [redacted] have any questions, she may contact our store directly at [redacted]. In the interim, we have noted Ms. [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
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]
May 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his washer repair. First, we would like to apologize to Mr....
[redacted] for failing his expectations in regard to his washer repair. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely regret any inconvenience Mr. [redacted] may have experienced. On May 25, 2016, [redacted] with unit [redacted] spoke with Mr. [redacted] in regard to his concerns. Mr. [redacted] was offered and subsequently accepted a partial refund in the amount of $89.00. Accordingly, a refund request was submitted on May 25th, so Mr. [redacted] should see a credit post to his [redacted] account in the next seven to ten business days. In summary, since we documented Mr. [redacted] concerns with the repair process and issued the aforementioned refund, we ask to have this matter closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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,
[redacted]
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 7[redacted]
September 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94567657 - Cody [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'...
complaint regarding his recent online order.
It is unfortunate that we failed Mr. [redacted]' expectations as we value his patronage. We apologize for the events that Mr. [redacted] 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. Fortunately, our records show that the refund was corrected on September 3, 2015, for $85.82 on return receipt number 093004413411. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service. In the interim, since we have confirmed the 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
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Yolene [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding warranty coverage for her cracked cook top. It is not unusual...
to have a cooktop crack or shatter while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail. In Ms. [redacted]’s case it is apparent that there was what is called “Pan Transfer” this is where the customer is using a pan that is either wet or has staining on the bottom due to age. The picture provided by our service technician shows a white residue that is larger than the burner. This shows that the pan used on that burner was larger than the burner which is not following the manufactures recommendation in her owner’s manual. When there is a residue on a pan it will transfer to the cook top as the burner is heating up, this residue prevents the heat of the burner from dissipating since the normal process of heating the pan is prevented by the residue causing the cooktop itself to heat up and crack. This can happen over time or quickly depending on the pan and the amount of residue on the cooktop. Unfortunately this is not covered under the manufacture warranty or the extended Master protection agreement she purchased either. Both warranties state that repairs due to customer misuse are not covered. Once the cooktop is repaired at Ms. [redacted]’s cost the master protection agreement will continue to cover any mechanical defects. If Ms. [redacted] fells that the Master Protection Agreement holds no value for her she need only contact our benefits department directly at 1-800-827-6655 and we will be happy to cancel and refund her for that agreement. Since we have address Ms. [redacted]’s complaint and why the repairs needed for the cook top are not covered under her warranty we have closed our case. We apologize to Ms. [redacted]’s on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
While I think it's despicable that you are blaming me for what your Sears agent said, incorrect or not, I appreciate that you are owning up to your shortcomings.
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 am now awaiting the promised refund to my credit card.
Sincerely,
Marcia S[redacted]
March 20, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the cancellation of his dryer repair. ...
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his dryer. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. [redacted] with 8169 subsequently spoke with Mr. [redacted] in regard to his concerns. While Mr. [redacted] would prefer a more specific appointment time, the service window in Mr. [redacted] area is four hours and this time frame cannot be narrowed. Furthermore, since Mr. [redacted] dryer does not carry a warranty or extended coverage, there would be a charge for the technician to examine the dryer and there would be additional charges if a repair was completed. Mr. [redacted] informed [redacted] that he did not want to schedule service because he would not only miss work, but he would have to pay for the service. With that said, since we have documented Mr. [redacted] concerns with the scheduling process and we have confirmed that he does not wish to schedule another appointment, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed our investigation of Ms. [redacted] complaint that her washer pedestal is not a covered item under her Master...
Protection Agreement (MPA) It is unfortunate that we failed Ms. [redacted] expectations with the replacement policy of her MPA. Under the terms and conditions of the MPA, Section 13d clearly states: Replacement of Covered Product will not be authorized for product mismatch; product upgrades; components or accessories such as but not limited to thermostats, pedestals, TV stands and 3D glasses. We also understand that Ms. Washburn has asked for laundry reimbursement for not having the use of her washer from July 10, 2016 to July 19, 2016 which is the date she was informed that she had been authorized for a replacement of the washer. Unfortunately there is laundry reimbursement under her MPA but we can offer her the onetime $50.00 gift card for the service Guarantee since we were not able to repair her washer on the first trip. A message was left on Ms. [redacted] contact number providing this information and offer. If Ms. [redacted] would like to accept the $50.00 gift card she need only contact me via email at [redacted] or phone at [redacted] and we will be happy to process the gift card. Since we have explained why we are unable to honor her request for a replacement of the washer pedestal we have closed our case pending Ms. [redacted] reply regarding the $50.00 service guarantee Sears gift card. We apologize to Ms. Washburn 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]
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 would like a refund for the Laundry Allowance since we were inconvenienced and it costs Us money to go to the laundromat for over two weeks.
Sincerely,
[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.
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted] Kenneth G[redacted] Dear [redacted] We have completed our investigation of Mr. G[redacted] complaint regarding his freezer door lock. It is important to note that the lock on...
G[redacted] freezer is just to secure the door from opening accidentally but is not the type of lock that can or will stand up to extreme pressure or strong jerking of the freezer door. This is what was found to have happen to the door lock and why it’s repair is not covered by any service or manufacture warranty therefore have closed this case. We apologize to Mr. G[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 SpecialistSears Holdings Corporation[redacted]
October 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: #94570261 - Mary [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding the refund she had not yet received for parts that were picked...
up by our technician.
We would like to clarify that when a technician sends in a CWO form, it goes to our billing department at the end of the week via regular mail. Once our billing department receives it, it can take several days to be sorted to the correct group, and then several more days once it gets to the right group, to be processed. Our records indicate that the form was filled out on August 27, 2015, and a refund was processed on September 15, 2015, for the full amount of the service call of $340.91; this was credited back to the Visa ending [redacted]. As for the repair itself, we do show that the washer was still repairable it was just that the cost to do so had apparently become prohibitive as the additional part needed would have increased the cost of the repair by a few hundred dollars more than we had already estimated. With that said, since we did provide Ms. [redacted] with the refund she was seeking, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com
February 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. It...
is regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her washer. We would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. It is understandable how the series of events noted within Ms. [redacted] complaint may have exacerbated her frustrations and we sincerely apologize for any inconvenience we may have caused Ms. [redacted]. With that said, Sears Home Services is strictly a service provider and contracted by [redacted] to repair Ms. [redacted] washer. It is unfortunate that the repair took longer than expected; receiving a damaged part could not be anticipated. While we empathize with Ms. [redacted], Sears Home Services would not be the party responsible for providing reimbursement for laundry expenses; these requests should be directed to her service contract administrator, [redacted] In summary, since we have documented Ms. [redacted] concerns with the repair process and completed the repair to her washer, albeit later than expected, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 16, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # [redacted] – Vesta [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the charges she incurred for an in-home service...
visit to assess her refrigerator.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We reviewed the service order and the related charges. Ms. [redacted] paid our technician $166.30 for the parts and labor to repair her refrigerator. The technician determined that the unit was non-repairable and returned the parts for a refund. We would like to note that when Ms. [redacted] called to schedule service, she was informed of the $75 non refundable diagnostic fee (plus 4.88 tax). Since the unit was non repairable, Ms. [redacted] was due a refund less the $79.88 for the diagnostic fee; $166.30 - $79.88 = total refund due $86.42. We apologize that on August 8, 2016 Ms. [redacted] was only issued a refund of $48.01.
For customer satisfaction, on September 13, 2016 we issued Ms. [redacted] an additional credit of $118.29 which included a refund of the diagnostic fee as well. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]4 direct
Matilda.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Danyle H[redacted]
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]
July 12, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his central a/c repair. It...
is regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his central a/c unit. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. [redacted] for any inconvenience we may have caused him. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Barbara Lawrence with unit [redacted] subsequently spoke with Mr. [redacted] regarding his service experience. Ms. L[redacted] agreed to refund Mr. [redacted] for the repair and she submitted a refund request on July 12, 2017. Mr. [redacted] should see a credit in the amount of $290.67 post to his [redacted] account ending in [redacted] in the next seven to ten days. In the interim, since it is our understanding that Mr. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 14, 2016 [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 recent online order...
experience and request to receive the remaining refund. [redacted] Store General Manager for Kmart Unit [redacted] provided the following response: It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can understand how the series of events noted in her complaint has caused her to lose faith in Sears. Additionally, 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 orders, we show that a refund of $95.39 and $8.77 was issued on September 27, 2016, for order [redacted]. As for order [redacted] we show a refund of $12.71 processed on September 21, 2016. It appears the only item that is remaining is for the toothbrush which was ready for pick up at the store. Accordingly, we have canceled the order and a refund has been issued from the store. Should Ms. [redacted] have any questions, she may contact our store directly at [redacted]. In the interim, we have noted Ms. [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
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]
May 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his washer repair. First, we would like to apologize to Mr....
[redacted] for failing his expectations in regard to his washer repair. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely regret any inconvenience Mr. [redacted] may have experienced. On May 25, 2016, [redacted] with unit [redacted] spoke with Mr. [redacted] in regard to his concerns. Mr. [redacted] was offered and subsequently accepted a partial refund in the amount of $89.00. Accordingly, a refund request was submitted on May 25th, so Mr. [redacted] should see a credit post to his [redacted] account in the next seven to ten business days. In summary, since we documented Mr. [redacted] concerns with the repair process and issued the aforementioned refund, we ask to have this matter closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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,
[redacted]
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 7[redacted]
September 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94567657 - Cody [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'...
complaint regarding his recent online order.
It is unfortunate that we failed Mr. [redacted]' expectations as we value his patronage. We apologize for the events that Mr. [redacted] 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. Fortunately, our records show that the refund was corrected on September 3, 2015, for $85.82 on return receipt number 093004413411. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service. In the interim, since we have confirmed the 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
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Yolene [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding warranty coverage for her cracked cook top. It is not unusual...
to have a cooktop crack or shatter while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail. In Ms. [redacted]’s case it is apparent that there was what is called “Pan Transfer” this is where the customer is using a pan that is either wet or has staining on the bottom due to age. The picture provided by our service technician shows a white residue that is larger than the burner. This shows that the pan used on that burner was larger than the burner which is not following the manufactures recommendation in her owner’s manual. When there is a residue on a pan it will transfer to the cook top as the burner is heating up, this residue prevents the heat of the burner from dissipating since the normal process of heating the pan is prevented by the residue causing the cooktop itself to heat up and crack. This can happen over time or quickly depending on the pan and the amount of residue on the cooktop. Unfortunately this is not covered under the manufacture warranty or the extended Master protection agreement she purchased either. Both warranties state that repairs due to customer misuse are not covered. Once the cooktop is repaired at Ms. [redacted]’s cost the master protection agreement will continue to cover any mechanical defects. If Ms. [redacted] fells that the Master Protection Agreement holds no value for her she need only contact our benefits department directly at 1-800-827-6655 and we will be happy to cancel and refund her for that agreement. Since we have address Ms. [redacted]’s complaint and why the repairs needed for the cook top are not covered under her warranty we have closed our case. We apologize to Ms. [redacted]’s on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
While I think it's despicable that you are blaming me for what your Sears agent said, incorrect or not, I appreciate that you are owning up to your shortcomings.
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 am now awaiting the promised refund to my credit card.
Sincerely,
Marcia S[redacted]
March 20, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the cancellation of his dryer repair. ...
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his dryer. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. [redacted] with 8169 subsequently spoke with Mr. [redacted] in regard to his concerns. While Mr. [redacted] would prefer a more specific appointment time, the service window in Mr. [redacted] area is four hours and this time frame cannot be narrowed. Furthermore, since Mr. [redacted] dryer does not carry a warranty or extended coverage, there would be a charge for the technician to examine the dryer and there would be additional charges if a repair was completed. Mr. [redacted] informed [redacted] that he did not want to schedule service because he would not only miss work, but he would have to pay for the service. With that said, since we have documented Mr. [redacted] concerns with the scheduling process and we have confirmed that he does not wish to schedule another appointment, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Blair [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed our investigation of Ms. [redacted] complaint that her washer pedestal is not a covered item under her Master...
Protection Agreement (MPA) It is unfortunate that we failed Ms. [redacted] expectations with the replacement policy of her MPA. Under the terms and conditions of the MPA, Section 13d clearly states: Replacement of Covered Product will not be authorized for product mismatch; product upgrades; components or accessories such as but not limited to thermostats, pedestals, TV stands and 3D glasses. We also understand that Ms. Washburn has asked for laundry reimbursement for not having the use of her washer from July 10, 2016 to July 19, 2016 which is the date she was informed that she had been authorized for a replacement of the washer. Unfortunately there is laundry reimbursement under her MPA but we can offer her the onetime $50.00 gift card for the service Guarantee since we were not able to repair her washer on the first trip. A message was left on Ms. [redacted] contact number providing this information and offer. If Ms. [redacted] would like to accept the $50.00 gift card she need only contact me via email at [redacted] or phone at [redacted] and we will be happy to process the gift card. Since we have explained why we are unable to honor her request for a replacement of the washer pedestal we have closed our case pending Ms. [redacted] reply regarding the $50.00 service guarantee Sears gift card. We apologize to Ms. Washburn 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]
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 would like a refund for the Laundry Allowance since we were inconvenienced and it costs Us money to go to the laundromat for over two weeks.
Sincerely,
[redacted]