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 a gift...
certificate. We have added $10.00 worth of points onto Mr. [redacted] Shop Your Way Rewards account. These points are valid for one year from today’s date. Since this would fulfill the request Mr. [redacted] made, 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]
August 22th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] [redacted] Via: Revdex.com Website
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding...
your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
SHIP is unable to meet Ms. P[redacted] because of her travel schedule related to her work. The Revdex.com’s time constraint of response time and Ms. P[redacted] travel schedule will not allow SHIP to address the concern Ms. P[redacted] has. SHIP will be working with Ms. P[redacted] to come to an amicable resolution with the member once her schedule allows for SHIP to set appointments with her. SHIP will keep this file open internally and I will make sure we address Ms. P[redacted] HVAC concern.
We may not be able to address the Revdex.com with update letters as those updates would depend on Ms. P[redacted] availability. Therefore, at this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. P[redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted], or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: Mrs. Carolyn P[redacted] Via: 1st Class Mail
February 9, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11959871 – Judy [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’ complaint regarding her recent online order...
experience and request for a cancellation and refund. It is unfortunate if we failed Ms. [redacted]’ expectations as we value her patronage. Additionally, we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in the order, we found that Sears Online sent an email to Store General Manager Morris [redacted] with Unit 2156 on December 29, 2016. Accordingly, the store processed a refund of $493.86 on February 2, 2017. For Ms. [redacted]’ records the return receipt number is 021569094882. We apologize for any inconvenience and 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. Since we have confirmed that the store has issued a 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
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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed our investigation of Ms. Matthews’ complaint regarding her Recalled [redacted] washer. We understand that Ms....
[redacted] is upset that her 2014 [redacted] washer was recalled in November 2016. We would like to point out that Sears is not the manufacture of [redacted] products nor would we have been involved with the CPSC recall process and in fact were notified of the recall at the same time consumers were notified, November 2016. Sears did repair the [redacted] washer on June 18 2016 we have no other contact for service after this date so can only assume that this repair fixed the issue as we would expect a customer to contact Sears to inform us if a repair did not fix the appliance. Since the [redacted] washer has been recalled by the manufacture Ms. [redacted] will need to address her concerns with regarding past repair cost with [redacted] directly. We are not able to honor her request for a refund of the service completed on June 18, 2016 and have closed this case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a Craftsman saw purchased from Sears. [redacted], Operations...
Manager from the Woodbridge Sears, provided the following response: Mr. [redacted] came into our and returned the table saw and we issued him a full credit. That said, sales check [redacted] references a credit in the amount of $647.33. Since Mr. [redacted] has been provided with his desired resolution, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding service under her Sears Home Warranty. We would like to...
point out that we received Ms. [redacted]’ complaint originally in November 2016 under the Revdex.com case # of [redacted] and a closure letter was submitted on December 7, 2016 stating the following: We would first like to point out that [redacted]) is the obligor of the Sears Home Services Home and Appliance Warranty Programs ([redacted] ** Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted]’s contract. On receipt of Ms. [redacted]’s complaint we reached out to [redacted], we found that Ms. [redacted] did enroll in the Sears Appliance warranty when she called for service on her refrigerator on April 6, 2016. Our records also show that Ms. [redacted] contacted Sears on May 27, 2016 to check on the A/C maintenance check which she was not able to get done for 2016 since it was past the time period for this warranty. We have no records indicating that Ms. [redacted] requested to have her Sears Appliance warranty cancelled in May 2016 when she was first informed that she would not be able to schedule the A/C maintenance checkup. It is important to note that we show that our next contact with Ms. [redacted] was on August 15, 2016 for service on her microwave; the service on her microwave was completed under the Sears Appliance warranty on August 20, 2016. If Ms. [redacted] was upset and felt that she had been misled of the coverage of her Sears Appliance warranty the time to have addressed this matter was in May of 2016 when she was informed that the time window for the A/C yearly checkup had past and not 7 months after enrolling and 2 repair services completed under her Sears Appliance Warranty. We show that Ms. [redacted] is enrolled until April 2017 and she will be able to schedule an A/C checkup for this year, but if she still wishes to cancel the warranty she need only call [redacted] directly at [redacted]. Since we have addressed Ms. [redacted]’s complaint and are unable to honor her request for a full refund of all premiums paid on the Sears Appliance warranty we have closed our case. With that being said we have no record that Ms. [redacted] requested a winter furnace checkup when [redacted] attempted to contact her they were unable to leave a message as there was no voice mail. Since we do show service has been done not once but twice under the Sears Appliance warranty our reply remains the same, if Ms. [redacted] wishes to cancel the Sears Home warranty she will be responsible for the first service call as indicated when she enrolled in April of 2016. Ms. [redacted] need only contact [redacted] directly at [redacted] to have the home warranty cancelled. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted].L.[redacted]@searshc.com
(The consumer indicated he/she DID NOT accept the response from the business.)While I appreciate the gesture of $100.00 for the ice that I have purchased everyday since July and the extended warranty. My refrigerator was not repaired on the last visit and an additional appointment has been set for October 17th for additional trouble-shooting. After which, parts will again be ordered and I will wait another three or four weeks for them to replace these parts. I called my local servicing agents in Pensacola to try to get a sooner appointment and they have failed to return my call. Customer service keeps stating that they have to replace four parts before they can replace the unit; how long should it take to accurately trouble-shoot and repair a unit?Again, on the last repair the technician replaced the coil and left before he even checked to see if it was cooling. It never did cool. I have since bought a used refrigerator because it looks like I have another 6-8 weeks before there is any resolution. This has been a horrible experience and the worst customer service I have ever experienced. I have been communicating with Sears customer service since my unit quit in July and it looks like it will be November before they make it right; if they do. It would seem that data collection would show all kinds of red flags here; poor customer service, long wait times for appointments, poor trouble-shooting skills and workmanship, and cost of failed repairs, and damaged relationships with customers. Please fix or replace my unit.
April 20, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the service on her washer. ...
After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the washer. Ms. [redacted] has selected a new washer and delivery is set. Ms. [redacted] has my direct contact number if she is still in need of assistance. Since it is our understanding that this resolution met with Ms. [redacted] approval, we have closed our file. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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 am opting to have the sensor repaired elsewhere and for Sears to cover up to $125 for the repair.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. This resolution is partially satisfactory other than the fact that it is not correct that I agreed to a wait time when I canceled the original order. I was not even provided a wait time when I re-ordered the treadmill and I expected the one I saw with my own eyes at the store would be delivered to me within a few days. I did not find out about a wait time nor that the treadmill was no longer available until at least a week later when I had to take the initiative to inquire about my order because no one from Sears ever contacted me about it. I talked to several people over a period of two and a half hours trying to figure out what happened with the treadmill. Eventually, I learned it was no longer available and there was at least a wait time of around 3 weeks. All of what I went through is unacceptable. Sears used to be a great store but I will no longer do any business with it and I have several friends and family members who feel the same way.
Sincerely,
Rebecca [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
THIS IS ALL I WAS ASKING FOR MAY I PLEASE HAVE A TRACKI9NG NUMBER FOR THIS PLEASE Ms. Tammie [redacted]? Tammie.[redacted]@searshc.com
sincerely,
Denise
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
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Judith [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her chair. If...
Ms. [redacted] will contact TSY Services at (800) 585-9969 she should be able to receive a replacement chair if the screw is broken as she says. If that is not the case, I ask that she contact me via email at [redacted]@searshc.com during normal business shours and I will work with her to resolve. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding service coverage under her Master Protection Agreement for her cook...
top. It is not unusual to have a cooktop shatter and/or crack 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. The second most common situation is when you have what is called “Boil Over”. This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter, boil over can happen multiple times before the stress to the cooktop reaches the point of fracturing. It is also important to note that the pictures taken by the service technician show multiple incidents of Boil Over and pitting on the burner. This is due to improper use and maintenance and occurs over time and not all at once. Based on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage and a lack of regular maintenance which is not covered under the terms and condition Section [redacted] Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature. Although the repairs are not covered under the MPA Ms. [redacted] is entitled to a 25% discount on all non-covered repairs under the terms and conditions of the MPA but if she feels the MPA has no value for her she may cancel by contacting our Benefits department directly at [redacted] Since we have explained why repair of the cook top was not covered under the MPA we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Monique M. C[redacted] Dear [redacted] We have completed the investigation of Ms. C[redacted]’ complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for her cancelled Sears layaway order. It is unfortunate that we failed Ms. C[redacted]’ expectations when she recently used Sears layaway. 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 clarification, it appears that the address Ms. C[redacted] used when opening her layaway was invalid or that her address changed within the duration of her layaway, and this issue caused her check to be misdirected. Our records show that after verification of the status of the check, Ms. C[redacted] refund was finally reissued on October 3, 2017, and she confirmed receipt of the check on October 9th. We do empathize with Ms. C[redacted]’s situation and feel it is possible that both our store and Ms. C[redacted] were not aware of how these changes to her information might have delayed her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Ms. C[redacted] will allow us the 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. C[redacted]’s comments and the appropriate refund 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 G[redacted] Regulatory Complaint Specialist [redacted]
June 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]:
We have completed the investigation of Ms. [redacted] complaint on behalf of her mother regarding her dissatisfaction with the...
performance of her washer and her request to return it after the 30-day return period.
We apologize if Ms. [redacted]r was misinformed that the washer will only fill ¼ of the way. The [redacted] washer that she purchased, model [redacted] is a high efficiency (HE) washer and the agitator uses sensing technology to adjust water levels per load. Furthermore, the manual states that the consumer should use HE detergent. Also, according to the trouble shooting section in the manual, it states that if the washer will not run or fill, then a possible cause is that the washer may be packed too tightly.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Ms. [redacted] washer was delivered on April 13, 2016, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return period.
We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. If we made an exception for Ms. [redacted]r, then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request
Again, we apologize to Ms. [redacted]r 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]
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 a gift...
certificate. We have added $10.00 worth of points onto Mr. [redacted] Shop Your Way Rewards account. These points are valid for one year from today’s date. Since this would fulfill the request Mr. [redacted] made, 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]
August 22th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] [redacted] Via: Revdex.com Website
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding...
your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
SHIP is unable to meet Ms. P[redacted] because of her travel schedule related to her work. The Revdex.com’s time constraint of response time and Ms. P[redacted] travel schedule will not allow SHIP to address the concern Ms. P[redacted] has. SHIP will be working with Ms. P[redacted] to come to an amicable resolution with the member once her schedule allows for SHIP to set appointments with her. SHIP will keep this file open internally and I will make sure we address Ms. P[redacted] HVAC concern.
We may not be able to address the Revdex.com with update letters as those updates would depend on Ms. P[redacted] availability. Therefore, at this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. P[redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted], or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: Mrs. Carolyn P[redacted] Via: 1st Class Mail
February 9, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11959871 – Judy [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’ complaint regarding her recent online order...
experience and request for a cancellation and refund. It is unfortunate if we failed Ms. [redacted]’ expectations as we value her patronage. Additionally, we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in the order, we found that Sears Online sent an email to Store General Manager Morris [redacted] with Unit 2156 on December 29, 2016. Accordingly, the store processed a refund of $493.86 on February 2, 2017. For Ms. [redacted]’ records the return receipt number is 021569094882. We apologize for any inconvenience and 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. Since we have confirmed that the store has issued a 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
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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed our investigation of Ms. Matthews’ complaint regarding her Recalled [redacted] washer. We understand that Ms....
[redacted] is upset that her 2014 [redacted] washer was recalled in November 2016. We would like to point out that Sears is not the manufacture of [redacted] products nor would we have been involved with the CPSC recall process and in fact were notified of the recall at the same time consumers were notified, November 2016. Sears did repair the [redacted] washer on June 18 2016 we have no other contact for service after this date so can only assume that this repair fixed the issue as we would expect a customer to contact Sears to inform us if a repair did not fix the appliance. Since the [redacted] washer has been recalled by the manufacture Ms. [redacted] will need to address her concerns with regarding past repair cost with [redacted] directly. We are not able to honor her request for a refund of the service completed on June 18, 2016 and have closed this case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a Craftsman saw purchased from Sears. [redacted], Operations...
Manager from the Woodbridge Sears, provided the following response: Mr. [redacted] came into our and returned the table saw and we issued him a full credit. That said, sales check [redacted] references a credit in the amount of $647.33. Since Mr. [redacted] has been provided with his desired resolution, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[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]
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] - [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding service under her Sears Home Warranty. We would like to...
point out that we received Ms. [redacted]’ complaint originally in November 2016 under the Revdex.com case # of [redacted] and a closure letter was submitted on December 7, 2016 stating the following: We would first like to point out that [redacted]) is the obligor of the Sears Home Services Home and Appliance Warranty Programs ([redacted] ** Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted]’s contract. On receipt of Ms. [redacted]’s complaint we reached out to [redacted], we found that Ms. [redacted] did enroll in the Sears Appliance warranty when she called for service on her refrigerator on April 6, 2016. Our records also show that Ms. [redacted] contacted Sears on May 27, 2016 to check on the A/C maintenance check which she was not able to get done for 2016 since it was past the time period for this warranty. We have no records indicating that Ms. [redacted] requested to have her Sears Appliance warranty cancelled in May 2016 when she was first informed that she would not be able to schedule the A/C maintenance checkup. It is important to note that we show that our next contact with Ms. [redacted] was on August 15, 2016 for service on her microwave; the service on her microwave was completed under the Sears Appliance warranty on August 20, 2016. If Ms. [redacted] was upset and felt that she had been misled of the coverage of her Sears Appliance warranty the time to have addressed this matter was in May of 2016 when she was informed that the time window for the A/C yearly checkup had past and not 7 months after enrolling and 2 repair services completed under her Sears Appliance Warranty. We show that Ms. [redacted] is enrolled until April 2017 and she will be able to schedule an A/C checkup for this year, but if she still wishes to cancel the warranty she need only call [redacted] directly at [redacted]. Since we have addressed Ms. [redacted]’s complaint and are unable to honor her request for a full refund of all premiums paid on the Sears Appliance warranty we have closed our case. With that being said we have no record that Ms. [redacted] requested a winter furnace checkup when [redacted] attempted to contact her they were unable to leave a message as there was no voice mail. Since we do show service has been done not once but twice under the Sears Appliance warranty our reply remains the same, if Ms. [redacted] wishes to cancel the Sears Home warranty she will be responsible for the first service call as indicated when she enrolled in April of 2016. Ms. [redacted] need only contact [redacted] directly at [redacted] to have the home warranty cancelled. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted].L.[redacted]@searshc.com
(The consumer indicated he/she DID NOT accept the response from the business.)While I appreciate the gesture of $100.00 for the ice that I have purchased everyday since July and the extended warranty. My refrigerator was not repaired on the last visit and an additional appointment has been set for October 17th for additional trouble-shooting. After which, parts will again be ordered and I will wait another three or four weeks for them to replace these parts. I called my local servicing agents in Pensacola to try to get a sooner appointment and they have failed to return my call. Customer service keeps stating that they have to replace four parts before they can replace the unit; how long should it take to accurately trouble-shoot and repair a unit?Again, on the last repair the technician replaced the coil and left before he even checked to see if it was cooling. It never did cool. I have since bought a used refrigerator because it looks like I have another 6-8 weeks before there is any resolution. This has been a horrible experience and the worst customer service I have ever experienced. I have been communicating with Sears customer service since my unit quit in July and it looks like it will be November before they make it right; if they do. It would seem that data collection would show all kinds of red flags here; poor customer service, long wait times for appointments, poor trouble-shooting skills and workmanship, and cost of failed repairs, and damaged relationships with customers. Please fix or replace my unit.
April 20, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the service on her washer. ...
After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the washer. Ms. [redacted] has selected a new washer and delivery is set. Ms. [redacted] has my direct contact number if she is still in need of assistance. Since it is our understanding that this resolution met with Ms. [redacted] approval, we have closed our file. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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 am opting to have the sensor repaired elsewhere and for Sears to cover up to $125 for the repair.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. This resolution is partially satisfactory other than the fact that it is not correct that I agreed to a wait time when I canceled the original order. I was not even provided a wait time when I re-ordered the treadmill and I expected the one I saw with my own eyes at the store would be delivered to me within a few days. I did not find out about a wait time nor that the treadmill was no longer available until at least a week later when I had to take the initiative to inquire about my order because no one from Sears ever contacted me about it. I talked to several people over a period of two and a half hours trying to figure out what happened with the treadmill. Eventually, I learned it was no longer available and there was at least a wait time of around 3 weeks. All of what I went through is unacceptable. Sears used to be a great store but I will no longer do any business with it and I have several friends and family members who feel the same way.
Sincerely,
Rebecca [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
THIS IS ALL I WAS ASKING FOR MAY I PLEASE HAVE A TRACKI9NG NUMBER FOR THIS PLEASE Ms. Tammie [redacted]? Tammie.[redacted]@searshc.com
sincerely,
Denise
(The consumer indicated he/she ACCEPTED the response from the business.)
reimbursement made for replacement of door
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
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Judith [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her chair. If...
Ms. [redacted] will contact TSY Services at (800) 585-9969 she should be able to receive a replacement chair if the screw is broken as she says. If that is not the case, I ask that she contact me via email at [redacted]@searshc.com during normal business shours and I will work with her to resolve. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding service coverage under her Master Protection Agreement for her cook...
top. It is not unusual to have a cooktop shatter and/or crack 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. The second most common situation is when you have what is called “Boil Over”. This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter, boil over can happen multiple times before the stress to the cooktop reaches the point of fracturing. It is also important to note that the pictures taken by the service technician show multiple incidents of Boil Over and pitting on the burner. This is due to improper use and maintenance and occurs over time and not all at once. Based on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage and a lack of regular maintenance which is not covered under the terms and condition Section [redacted] Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature. Although the repairs are not covered under the MPA Ms. [redacted] is entitled to a 25% discount on all non-covered repairs under the terms and conditions of the MPA but if she feels the MPA has no value for her she may cancel by contacting our Benefits department directly at [redacted] Since we have explained why repair of the cook top was not covered under the MPA we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Monique M. C[redacted] Dear [redacted] We have completed the investigation of Ms. C[redacted]’ complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for her cancelled Sears layaway order. It is unfortunate that we failed Ms. C[redacted]’ expectations when she recently used Sears layaway. 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 clarification, it appears that the address Ms. C[redacted] used when opening her layaway was invalid or that her address changed within the duration of her layaway, and this issue caused her check to be misdirected. Our records show that after verification of the status of the check, Ms. C[redacted] refund was finally reissued on October 3, 2017, and she confirmed receipt of the check on October 9th. We do empathize with Ms. C[redacted]’s situation and feel it is possible that both our store and Ms. C[redacted] were not aware of how these changes to her information might have delayed her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Ms. C[redacted] will allow us the 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. C[redacted]’s comments and the appropriate refund 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 G[redacted] Regulatory Complaint Specialist [redacted]
June 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]:
We have completed the investigation of Ms. [redacted] complaint on behalf of her mother regarding her dissatisfaction with the...
performance of her washer and her request to return it after the 30-day return period.
We apologize if Ms. [redacted]r was misinformed that the washer will only fill ¼ of the way. The [redacted] washer that she purchased, model [redacted] is a high efficiency (HE) washer and the agitator uses sensing technology to adjust water levels per load. Furthermore, the manual states that the consumer should use HE detergent. Also, according to the trouble shooting section in the manual, it states that if the washer will not run or fill, then a possible cause is that the washer may be packed too tightly.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Ms. [redacted] washer was delivered on April 13, 2016, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return period.
We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. If we made an exception for Ms. [redacted]r, then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request
Again, we apologize to Ms. [redacted]r 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]