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]8[redacted]
Complaint: [redacted]
I am rejecting this response because: I was offered 94.50, so I have no idea where this 106.00 is coming from. And it wasn't for the battery it was a partial refund from the trampoline I bought from them like 2 months ago.. I appreciate their response, but I would appreciate the truth.
Sincerely,
[redacted]
July 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Sara [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the repeated service calls on her refrigerator and...
her request to receive a replacement at full comparable item value. We would like to clarify that for the current repair, Ms. [redacted] actually has two different coverages paying for the repair. When she was no longer covered under any full warranty from her manufacturer and her refrigerator failed last November, she purchased a Service Smart Agreement (SSA). The SSA covers any repairs up to $500.00, and if over that, or if it cannot be repaired, then the purchaser can request to receive up to $500.00 towards a covered replacement, $500.00 towards the repair (if it was over $500.00 and could be repaired) or they can receive a refund in full for the SSA, with nothing applied towards a replacement. She has had several repairs under the SSA, so the only way she would receive a refund for the contract, would be if she was approved for a replacement. Her other coverage is due to the fact that her refrigerator comes with a five year warranty on the sealed system. So any repairs to the sealed system, part and labor, are covered under that warranty. While our previous repairs under the SSA did not involve the sealed system, the current repair does. Under the exceptional parts warranty, if the sealed system cannot be repaired, then the consumer would receive a credit equal to the price of a comparable replacement towards a new refrigerator. So in the latter scenario, if in fact we could not repair the refrigerator, then Ms. [redacted] would receive her replacement credit under the exceptional parts warranty and would be able to select a refrigerator from Sears with that amount applied, and she could still then request a refund for the SSA since it would not be providing her with the replacement. This is only though if a replacement is deemed necessary due to the sealed system being found unrepairable. At this point, we have ordered parts to repair the refrigerator but it is our understanding Ms. [redacted] is currently on vacation. We need a chance to install those parts, and evaluate the repair, to see if it provides a long-term solution to this ongoing problem. As a courtesy, we would be willing to just authorize a replacement under the SSA, but this would not seem to be in Ms. [redacted]’s best interest since it would only provide her $500.00 towards what she says is an approximately $2500.00 refrigerator. We just need Ms. [redacted] to let us know when she is ready for us to install the parts that were sent, and if she contacts me, I will work with the service unit to expedite her repair as much as possible. In the interim, since we have explained the options available, and currently there is not one that would provide Ms. [redacted] with a comparable replacement at no cost to her, we have closed our file. We apologize to Mr. Borrego and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
April 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed our investigation of Ms. [redacted] complaint regarding getting the repairs completed on her vacuum cleaner under...
her Master Protection Agreement (MPA).
Once we received Ms. [redacted] complaint I reached out to Ms. [redacted] confirmed she did have an MPA for her vacuum cleaner. Since she had already picked up the unrepaired vacuum cleaner we did ask her to return it to the store for repairs. Once she returned to the store our carry-in repair decided to offer Ms. [redacted] a replacement under her MPA due to the confusions and delays she experienced with her previous repairs. Ms. [redacted] accepted this resolution and has her new vacuum cleaner. Since we have replaced Ms. [redacted]s vacuum cleaner and the resolution was acceptable to her we have closed our case.
We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
October 5, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Brianna P[redacted]
Dear [redacted]
We have completed the investigation of Ms. P[redacted] complaint regarding her dissatisfaction that her grille failed too soon and...
that the repair was not completed in a timely manner.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. P[redacted] may have experienced. We reviewed the service order and confirmed that the grille repair was completed on September 6, 2017. We contacted Ms. P[redacted] and apologized that the repair took longer than expected. For the inconvenience, we offered her a $100 refund on the purchase of the grill. Ms. P[redacted] requested an additional $20 for the propane tank refill. We agreed and offered a $120 refund on the grille. Ms. P[redacted] stated that she would discuss the offer with her husband and would contact us with her decision. If Ms. P[redacted] would like to accept our offer, she can contact me at ([redacted] or via email at [redacted] on or before October 20, 2017. In the interm, we have closed our file, pending a response from Ms. Peck.
We apologize to Ms. P[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
September 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9456[redacted] - Geri [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction that her refrigerator...
failed sooner than she expected.
We apologize that Ms. [redacted] refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer's choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision.
In Ms. [redacted] case, she purchased her refrigerator in October of 2013, and the full manufacturer's warranty expired a year later on November 5, 2014. She does still have an exceptional parts warranty in effect on the sealed system for 5 years and on the compressor only for an additional 5 years (total 10 years). We do not show that any repairs were ever completed by Sears while the refrigerator was under the full warranty. Ms. [redacted] mentions that there is a known issue the same as hers, and this is not accurate. To be specific, there is a known issue with a fan in the freezer compartment for models with a lower serial number than Ms. [redacted] (meaning those refrigerators were manufactured much earlier than the one she had before the issue was identified and fixed in the later models). In most cases, issues with the part surfaced very quickly while the refrigerator was still covered under warranty, and the manufacturer (LG) did provide one more year of coverage for repairs related to that issue. In Ms. [redacted] case, the fan assembly that needed replacing is located in a completely different area, and as we noted, her refrigerator is not even close to the serial number range of the models that had the affected part.
With that said, since there is not a large scale issue with the part that failed in Ms. [redacted] refrigerator, and also because the manufacturer has not indicated that it has provided any coverage for the repair we performed, we are unable to honor her request to receive a refund in full along with a 5 year warranty at no charge. If she is willing to scale back her expectations, we would be willing as an alternative to refund her for the labor fee of $212.00, leaving her only responsible for the part; a part we should mention that we also had to buy from the manufacturer. If Ms. [redacted] would like to accept this offer that we have made strictly as a courtesy simply because we understand how frustrating she must find the situation, particularly since the refrigerator was not that far outside the full warranty, she is welcome to contact me via email at Dana.[redacted]@searshc.com or via phone at 512-[redacted]. I will need her full 16 digit Visa account number ending in 5537, though I do not need the security code or the expiration date, and once I have this I can process the promised compensation. In the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[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. I am now awaiting the promised refund to my credit card.
Sincerely,
Marcia S[redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Kynesha [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her recent...
visit to one of our auto centers.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to Daniel [redacted], Auto Center Manager for unit# 7509 who states the following:
I remember this vehicle in the shop. The drain plug came in stripped on the Ms. [redacted] 2003 Ford Explorer Sport Trac. I observed the badly stripped drain plug, at which point I check the vehicles’ repair history for previous service and found none. At this point, I instructed the technician to pull the vehicle off the rack, and the salesperson to call Ms. [redacted]. That being said, because we have addressed Ms. [redacted]’s complaint, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
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,
Roy L[redacted]
November 12, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the delay she encountered in...
having her refrigerator repaired. We apologize that we overlooked responding to Ms. [redacted] issue since we did assist with this back in July. When we initially received her complaint the local service unit was able to move up her repair to July 11th. When she contacted the Revdex.com again to indicate that the repair did not resolve the issue completely and she had now been scheduled into August for a return visit, we returned on July 27th and found there was one more area that needed to be resealed that was letting air into the refrigerator. Ms. [redacted] has not contacted us since then so it is our understanding that this finally corrected the issue with her refrigerator; as such, 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 S[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.S[redacted]
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and alleged failure to provide him with Shop Your Way Rewards points. It is unfortunate that we failed Mr. [redacted] expectations when he recently requested assistance from Sears. We value his patronage and can understand his frustration with the events he detailed in his complaint. We can also assure Mr. [redacted] that his concerns have been forwarded to management for review. As a result of this action, Senior Managers of Member Support Operations for Shop Your Way and Shop Your Way Promotions contacted Mr. [redacted] directly to discuss his concerns. At that time, Mr. [redacted] was informed that he won 51 times between 11/6/15-12/21/15 and was awarded [redacted] points. Mr. [redacted] emailed additional concerns about Shop Your Way points for purchases made with [redacted] and a Shop Your Way Brand order. Mr. [redacted]p purchase did not qualify to receive points, but points for the remaining concerns were awarded 12/27/15, 1/08/16, and 1/09/16. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. [redacted] comments and the appropriate Shop Your Way Rewards points have been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
November 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]- John [redacted] Dear Mrs. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his patio furniture set....
As clarification, Mr. [redacted] manufacturer’s warranty specifically excludes rust from coverage. Furthermore, our return policy is valid for 30 days from the date of purchase. Since Mr. [redacted] purchase was made in April, we would not be able to grant his request to receive a refund or replacement. However, the manufacturer, [redacted], has agreed to try and resolve the matter amicably with him. If Mr. [redacted] would send pictures of his furniture to Mandy Carr at [redacted] or contact her by phone at ([redacted]) [redacted], she will discuss the matter with him further. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com ([redacted]
(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.
October 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Paul D. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his washer. First, we would like to...
apologize to Mr. [redacted] for failing his expectations in regard to a recently purchased washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. After reviewing Mr. [redacted]’s complaint and the notes in our customer service and repair systems, we offered Mr. [redacted] another in-warranty exchange. Mr. [redacted] did not want the same washer and selected LG model LG [redacted]. The exchange was processed on September 27, 2016, and the new washer was delivered on September 29, 2016. We have confirmed with our Protection Agreement department that the remaining MPA coverage has transferred to the new washer. The coverage will run concurrently with the manufacturer’s warranty and expire on September 30, 2017. With that said, since an equitable resolution has been provided for Mr. [redacted], 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
January 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a recent purchase. District Manager [redacted] provided the following response: The Snow Thrower was purchased during liquidation and it was a floor model and sold as is. It was missing the manual and sheer pins as he notes, but we printed the manual and ordered the sheer pins for him. It was our understanding that he has the sheer pins and manual in his possession now. In regard to the key, all snow throwers have the key already in the unit at time of purchase. This snow thrower was no different and the customer took it home with the key. The power cord in question is not an item that comes with snow throwers. There are no snow throwers we sell that come with a power cord. It is recommended that the customer us a 3 prong extension cord for the electric start.The [redacted] Outlet in question we will be more than willing to refund for the customer. Unfortunately being in liquidation once an item is sold out we no long are replenishing them so a refund is the only option for the [redacted] outlet. If Mr. [redacted] wishes to return the [redacted] outlet, he must bring it in prior to the closing of the store. for any question, he may call [redacted] during normal business hours. 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 Tell us why here...
September 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94569503 - Clark [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the delay...
in refund process for Mr. [redacted], his father, cancelled order for a refrigerator.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] and Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that their complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We apologize that Mr. [redacted] was not informed by the store associate that in order to place the online order for the refrigerator, his cash purchase would be transferred to a gift card purchase. Regrettably, online transactions cannot be processed with cash. When Mr. [redacted] cancelled the online order due to the delivery delay, our system will automatically issue a refund in the same method of payment; which in Mr. [redacted] case was a gift card. Our records indicate that the order was cancelled on August 10, 2015 and the gift card refund was issued on August 12, 2015. Our records further indicate that Mr. [redacted] and Mr. [redacted] called multiple times to inquire about the refund and requested a bank check instead of the gift card. We apologize that he was not informed that once the gift card was received, the store where the purchase was made would have to process the cash refund. Upon further investigation, the notes indicated that on August 23, 2015 the store notified our Online Customer Service that Mr. [redacted] had not received the gift card. We submitted for a cancellation of the gift card and on September 3, 2015 we processed another gift card that was shipped via UPS.
We contacted Ms. [redacted] and she confirmed that her father received the gift card. They contacted the store and we processed a cash refund for Mr. [redacted] in the amount of $587.40. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]4 direct
Matilda.[redacted]@searshc.com
August 4, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Patricia [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding the mattress set she purchased on November 15, 2016.We would like to...
clarify that there are two ways we can process a mattress exchange for our customers. The first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases 60 days though some manufacturers offer an extended period for foam style mattresses. After the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warranty. For the latter, the only way to submit a claim is to comply with the claims process. This involves taking specific pictures that are required to support the claim. We feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms. [redacted] case, our records show that she called customer service on June 06, 2017 to report that stitching on her mattress is comping apart. Customer service requested pictures from Ms. [redacted]. Once the pictures were reviewed, Ms. [redacted] was informed that the warranty does not cover the fabric on the mattress and her warranty exchange was denied. We would to advise that this information is also stated in the warranty card that is provided to customers when purchasing a mattress set. Since we have addressed the concerns brought forth in Ms. [redacted] complaint, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: 512.248.7905 imx integrated member experience
July 31, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her allegation that she had a 2 year...
Master Protection Agreement upgraded to a three year contract and her contention that this should be honored. We would first like to note that if we did in fact send Ms. [redacted] a mailer after she received the first one, it would not have had the exact same contract for a year more for only a few more dollars. It could though have attempted to sell her a Repair Agreement (RPA). When we have a customer that already has coverage under our premier Master Protection Agreement (MPA), then when we solicit them for a renewal, we offer them the same level of coverage that they have become accustomed to. If the customer still decides they do not want to renew, we might offer them then our second level coverage which is an RPA. This agreement does cover repairs, but it does not have a “no lemon guarantee” clause that provides for a comparable replacement by a fourth repair in a 12 month period. Also, any comparable replacement is capped at no more than $1500.00 where the MPA does not have a limit. Because the benefits are less, the price is less, and we think this might have been the second offer Ms. [redacted] would have received with the lower cost overall but for a longer length of time. With that said, our agent would generally not provide an MPA for the lower price of the RPA. Our records indicate that Ms. [redacted] contacted us May 3, 2015, and purchased the 2 year MPA for $274.58 with the tax and she charged this to her [redacted] ending in [redacted]. We then show she called back on May 20, 2015, and the agent noted that Ms. [redacted] misunderstood her coverage and that this was the reason she canceled the MPA she had just bought a few weeks before. Her [redacted] was refunded in full on May 20th, 2015, and we do not show that any other agreement was sold to Ms. [redacted]. If she did not receive this refund, then she is welcome to provide us with the full 16 digit account number and we would be able to see who exactly rang her up and any refunds that were issued. If we show she was charged, and never refunded, then we could have the coverage reinstated. However, if all we have is the charge and then the refund, Ms. [redacted] would need to submit some type of receipt showing we charged her again through another means. If she does not still have the receipts, then if she provides us with all 16 digits of whatever card she used, we should be able to find any charges associated with that card number. If we cannot locate the purchase and Ms. [redacted] cannot submit any card statement, receipt, or canceled check that shows that we kept any of her money for a contract, then we would not be able to honor her request to reinstate any coverage at no charge. If the washer is not currently working, the only coverage she would be eligible for is our Service Smart Agreement (SSA). It has a higher cost, and more limited benefits, but it is the only one we have for merchandise that is not in good working order at the time the contract is purchase. If Ms. [redacted] is interested in purchasing one of these, we would be happy to go over the details with her. At this time, since we have explained that we do not show we ever retained any monies and that Ms. [redacted] was refunded in full over a year ago for her purchase and we do not show that she ever contacted us after she received the refund to see why she was not charged anything for the coverage that she thought she purchased, 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. Be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Carrie D[redacted]
June 21, 2016 [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 washer repair and his...
request to have the unit replaced. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. While we empathize with Mr. [redacted], he does not qualify for a replacement washer. As clarification, the Service Smart Agreement (SSA) that Mr. [redacted] purchased for his washer on May 6, 2016, is a repair agreement that provides repairs for one year, with a coverage cap of $500.00 per repair; there is no limitation on the number of repairs. It is the only agreement available for certain non-functioning appliances and has strict guidelines as to when a replacement will be offered. Under the SSA, if a repair in any single service call exceeds $500.00, the consumer may choose to pay the amount over the $500.00 for the repair of the appliance or accept $500.00 in credit (maximum amount allowed) towards a replacement from Sears. However, if neither of these options is accepted, the consumer can cancel the coverage for a full refund of the purchase price of the contract. In Mr. [redacted] case, no repair exceeded $500.00 nor did a Sears technician deem his washer un-repairable. The second and last repair was completed on June 20, 2016. While a replacement is currently not an option, as a one-time courtesy, we have processed a laundry reimbursement check for $100.00, which should be received in the next two weeks. This is in addition to the $50.00 in Shop Your Way Reward points Mr. [redacted] was provided on June 8, 2016, by Protection Agreement department. In summary, since we have explained why Mr. [redacted] has not been offered a replacement, and issued the aforementioned concessions, 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
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]8[redacted]
Complaint: [redacted]
I am rejecting this response because: I was offered 94.50, so I have no idea where this 106.00 is coming from. And it wasn't for the battery it was a partial refund from the trampoline I bought from them like 2 months ago.. I appreciate their response, but I would appreciate the truth.
Sincerely,
[redacted]
July 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Sara [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the repeated service calls on her refrigerator and...
her request to receive a replacement at full comparable item value. We would like to clarify that for the current repair, Ms. [redacted] actually has two different coverages paying for the repair. When she was no longer covered under any full warranty from her manufacturer and her refrigerator failed last November, she purchased a Service Smart Agreement (SSA). The SSA covers any repairs up to $500.00, and if over that, or if it cannot be repaired, then the purchaser can request to receive up to $500.00 towards a covered replacement, $500.00 towards the repair (if it was over $500.00 and could be repaired) or they can receive a refund in full for the SSA, with nothing applied towards a replacement. She has had several repairs under the SSA, so the only way she would receive a refund for the contract, would be if she was approved for a replacement. Her other coverage is due to the fact that her refrigerator comes with a five year warranty on the sealed system. So any repairs to the sealed system, part and labor, are covered under that warranty. While our previous repairs under the SSA did not involve the sealed system, the current repair does. Under the exceptional parts warranty, if the sealed system cannot be repaired, then the consumer would receive a credit equal to the price of a comparable replacement towards a new refrigerator. So in the latter scenario, if in fact we could not repair the refrigerator, then Ms. [redacted] would receive her replacement credit under the exceptional parts warranty and would be able to select a refrigerator from Sears with that amount applied, and she could still then request a refund for the SSA since it would not be providing her with the replacement. This is only though if a replacement is deemed necessary due to the sealed system being found unrepairable. At this point, we have ordered parts to repair the refrigerator but it is our understanding Ms. [redacted] is currently on vacation. We need a chance to install those parts, and evaluate the repair, to see if it provides a long-term solution to this ongoing problem. As a courtesy, we would be willing to just authorize a replacement under the SSA, but this would not seem to be in Ms. [redacted]’s best interest since it would only provide her $500.00 towards what she says is an approximately $2500.00 refrigerator. We just need Ms. [redacted] to let us know when she is ready for us to install the parts that were sent, and if she contacts me, I will work with the service unit to expedite her repair as much as possible. In the interim, since we have explained the options available, and currently there is not one that would provide Ms. [redacted] with a comparable replacement at no cost to her, we have closed our file. We apologize to Mr. Borrego and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
April 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed our investigation of Ms. [redacted] complaint regarding getting the repairs completed on her vacuum cleaner under...
her Master Protection Agreement (MPA).
Once we received Ms. [redacted] complaint I reached out to Ms. [redacted] confirmed she did have an MPA for her vacuum cleaner. Since she had already picked up the unrepaired vacuum cleaner we did ask her to return it to the store for repairs. Once she returned to the store our carry-in repair decided to offer Ms. [redacted] a replacement under her MPA due to the confusions and delays she experienced with her previous repairs. Ms. [redacted] accepted this resolution and has her new vacuum cleaner. Since we have replaced Ms. [redacted]s vacuum cleaner and the resolution was acceptable to her we have closed our case.
We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
October 5, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Brianna P[redacted]
Dear [redacted]
We have completed the investigation of Ms. P[redacted] complaint regarding her dissatisfaction that her grille failed too soon and...
that the repair was not completed in a timely manner.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. P[redacted] may have experienced. We reviewed the service order and confirmed that the grille repair was completed on September 6, 2017. We contacted Ms. P[redacted] and apologized that the repair took longer than expected. For the inconvenience, we offered her a $100 refund on the purchase of the grill. Ms. P[redacted] requested an additional $20 for the propane tank refill. We agreed and offered a $120 refund on the grille. Ms. P[redacted] stated that she would discuss the offer with her husband and would contact us with her decision. If Ms. P[redacted] would like to accept our offer, she can contact me at ([redacted] or via email at [redacted] on or before October 20, 2017. In the interm, we have closed our file, pending a response from Ms. Peck.
We apologize to Ms. P[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
September 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9456[redacted] - Geri [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction that her refrigerator...
failed sooner than she expected.
We apologize that Ms. [redacted] refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer's choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision.
In Ms. [redacted] case, she purchased her refrigerator in October of 2013, and the full manufacturer's warranty expired a year later on November 5, 2014. She does still have an exceptional parts warranty in effect on the sealed system for 5 years and on the compressor only for an additional 5 years (total 10 years). We do not show that any repairs were ever completed by Sears while the refrigerator was under the full warranty. Ms. [redacted] mentions that there is a known issue the same as hers, and this is not accurate. To be specific, there is a known issue with a fan in the freezer compartment for models with a lower serial number than Ms. [redacted] (meaning those refrigerators were manufactured much earlier than the one she had before the issue was identified and fixed in the later models). In most cases, issues with the part surfaced very quickly while the refrigerator was still covered under warranty, and the manufacturer (LG) did provide one more year of coverage for repairs related to that issue. In Ms. [redacted] case, the fan assembly that needed replacing is located in a completely different area, and as we noted, her refrigerator is not even close to the serial number range of the models that had the affected part.
With that said, since there is not a large scale issue with the part that failed in Ms. [redacted] refrigerator, and also because the manufacturer has not indicated that it has provided any coverage for the repair we performed, we are unable to honor her request to receive a refund in full along with a 5 year warranty at no charge. If she is willing to scale back her expectations, we would be willing as an alternative to refund her for the labor fee of $212.00, leaving her only responsible for the part; a part we should mention that we also had to buy from the manufacturer. If Ms. [redacted] would like to accept this offer that we have made strictly as a courtesy simply because we understand how frustrating she must find the situation, particularly since the refrigerator was not that far outside the full warranty, she is welcome to contact me via email at Dana.[redacted]@searshc.com or via phone at 512-[redacted]. I will need her full 16 digit Visa account number ending in 5537, though I do not need the security code or the expiration date, and once I have this I can process the promised compensation. In the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[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. I am now awaiting the promised refund to my credit card.
Sincerely,
Marcia S[redacted]
November 28, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Kynesha [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her recent...
visit to one of our auto centers.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to Daniel [redacted], Auto Center Manager for unit# 7509 who states the following:
I remember this vehicle in the shop. The drain plug came in stripped on the Ms. [redacted] 2003 Ford Explorer Sport Trac. I observed the badly stripped drain plug, at which point I check the vehicles’ repair history for previous service and found none. At this point, I instructed the technician to pull the vehicle off the rack, and the salesperson to call Ms. [redacted]. That being said, because we have addressed Ms. [redacted]’s complaint, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
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,
Roy L[redacted]
November 12, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the delay she encountered in...
having her refrigerator repaired. We apologize that we overlooked responding to Ms. [redacted] issue since we did assist with this back in July. When we initially received her complaint the local service unit was able to move up her repair to July 11th. When she contacted the Revdex.com again to indicate that the repair did not resolve the issue completely and she had now been scheduled into August for a return visit, we returned on July 27th and found there was one more area that needed to be resealed that was letting air into the refrigerator. Ms. [redacted] has not contacted us since then so it is our understanding that this finally corrected the issue with her refrigerator; as such, 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 S[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.S[redacted]
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and alleged failure to provide him with Shop Your Way Rewards points. It is unfortunate that we failed Mr. [redacted] expectations when he recently requested assistance from Sears. We value his patronage and can understand his frustration with the events he detailed in his complaint. We can also assure Mr. [redacted] that his concerns have been forwarded to management for review. As a result of this action, Senior Managers of Member Support Operations for Shop Your Way and Shop Your Way Promotions contacted Mr. [redacted] directly to discuss his concerns. At that time, Mr. [redacted] was informed that he won 51 times between 11/6/15-12/21/15 and was awarded [redacted] points. Mr. [redacted] emailed additional concerns about Shop Your Way points for purchases made with [redacted] and a Shop Your Way Brand order. Mr. [redacted]p purchase did not qualify to receive points, but points for the remaining concerns were awarded 12/27/15, 1/08/16, and 1/09/16. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. [redacted] comments and the appropriate Shop Your Way Rewards points have been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
November 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]- John [redacted] Dear Mrs. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his patio furniture set....
As clarification, Mr. [redacted] manufacturer’s warranty specifically excludes rust from coverage. Furthermore, our return policy is valid for 30 days from the date of purchase. Since Mr. [redacted] purchase was made in April, we would not be able to grant his request to receive a refund or replacement. However, the manufacturer, [redacted], has agreed to try and resolve the matter amicably with him. If Mr. [redacted] would send pictures of his furniture to Mandy Carr at [redacted] or contact her by phone at ([redacted]) [redacted], she will discuss the matter with him further. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com ([redacted]
(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.
October 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Paul D. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his washer. First, we would like to...
apologize to Mr. [redacted] for failing his expectations in regard to a recently purchased washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. After reviewing Mr. [redacted]’s complaint and the notes in our customer service and repair systems, we offered Mr. [redacted] another in-warranty exchange. Mr. [redacted] did not want the same washer and selected LG model LG [redacted]. The exchange was processed on September 27, 2016, and the new washer was delivered on September 29, 2016. We have confirmed with our Protection Agreement department that the remaining MPA coverage has transferred to the new washer. The coverage will run concurrently with the manufacturer’s warranty and expire on September 30, 2017. With that said, since an equitable resolution has been provided for Mr. [redacted], 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
January 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a recent purchase. District Manager [redacted] provided the following response: The Snow Thrower was purchased during liquidation and it was a floor model and sold as is. It was missing the manual and sheer pins as he notes, but we printed the manual and ordered the sheer pins for him. It was our understanding that he has the sheer pins and manual in his possession now. In regard to the key, all snow throwers have the key already in the unit at time of purchase. This snow thrower was no different and the customer took it home with the key. The power cord in question is not an item that comes with snow throwers. There are no snow throwers we sell that come with a power cord. It is recommended that the customer us a 3 prong extension cord for the electric start.The [redacted] Outlet in question we will be more than willing to refund for the customer. Unfortunately being in liquidation once an item is sold out we no long are replenishing them so a refund is the only option for the [redacted] outlet. If Mr. [redacted] wishes to return the [redacted] outlet, he must bring it in prior to the closing of the store. for any question, he may call [redacted] during normal business hours. 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 Tell us why here...
September 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94569503 - Clark [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the delay...
in refund process for Mr. [redacted], his father, cancelled order for a refrigerator.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] and Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that their complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We apologize that Mr. [redacted] was not informed by the store associate that in order to place the online order for the refrigerator, his cash purchase would be transferred to a gift card purchase. Regrettably, online transactions cannot be processed with cash. When Mr. [redacted] cancelled the online order due to the delivery delay, our system will automatically issue a refund in the same method of payment; which in Mr. [redacted] case was a gift card. Our records indicate that the order was cancelled on August 10, 2015 and the gift card refund was issued on August 12, 2015. Our records further indicate that Mr. [redacted] and Mr. [redacted] called multiple times to inquire about the refund and requested a bank check instead of the gift card. We apologize that he was not informed that once the gift card was received, the store where the purchase was made would have to process the cash refund. Upon further investigation, the notes indicated that on August 23, 2015 the store notified our Online Customer Service that Mr. [redacted] had not received the gift card. We submitted for a cancellation of the gift card and on September 3, 2015 we processed another gift card that was shipped via UPS.
We contacted Ms. [redacted] and she confirmed that her father received the gift card. They contacted the store and we processed a cash refund for Mr. [redacted] in the amount of $587.40. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]4 direct
Matilda.[redacted]@searshc.com
August 4, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Patricia [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding the mattress set she purchased on November 15, 2016.We would like to...
clarify that there are two ways we can process a mattress exchange for our customers. The first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases 60 days though some manufacturers offer an extended period for foam style mattresses. After the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warranty. For the latter, the only way to submit a claim is to comply with the claims process. This involves taking specific pictures that are required to support the claim. We feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms. [redacted] case, our records show that she called customer service on June 06, 2017 to report that stitching on her mattress is comping apart. Customer service requested pictures from Ms. [redacted]. Once the pictures were reviewed, Ms. [redacted] was informed that the warranty does not cover the fabric on the mattress and her warranty exchange was denied. We would to advise that this information is also stated in the warranty card that is provided to customers when purchasing a mattress set. Since we have addressed the concerns brought forth in Ms. [redacted] complaint, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: 512.248.7905 imx integrated member experience
July 31, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her allegation that she had a 2 year...
Master Protection Agreement upgraded to a three year contract and her contention that this should be honored. We would first like to note that if we did in fact send Ms. [redacted] a mailer after she received the first one, it would not have had the exact same contract for a year more for only a few more dollars. It could though have attempted to sell her a Repair Agreement (RPA). When we have a customer that already has coverage under our premier Master Protection Agreement (MPA), then when we solicit them for a renewal, we offer them the same level of coverage that they have become accustomed to. If the customer still decides they do not want to renew, we might offer them then our second level coverage which is an RPA. This agreement does cover repairs, but it does not have a “no lemon guarantee” clause that provides for a comparable replacement by a fourth repair in a 12 month period. Also, any comparable replacement is capped at no more than $1500.00 where the MPA does not have a limit. Because the benefits are less, the price is less, and we think this might have been the second offer Ms. [redacted] would have received with the lower cost overall but for a longer length of time. With that said, our agent would generally not provide an MPA for the lower price of the RPA. Our records indicate that Ms. [redacted] contacted us May 3, 2015, and purchased the 2 year MPA for $274.58 with the tax and she charged this to her [redacted] ending in [redacted]. We then show she called back on May 20, 2015, and the agent noted that Ms. [redacted] misunderstood her coverage and that this was the reason she canceled the MPA she had just bought a few weeks before. Her [redacted] was refunded in full on May 20th, 2015, and we do not show that any other agreement was sold to Ms. [redacted]. If she did not receive this refund, then she is welcome to provide us with the full 16 digit account number and we would be able to see who exactly rang her up and any refunds that were issued. If we show she was charged, and never refunded, then we could have the coverage reinstated. However, if all we have is the charge and then the refund, Ms. [redacted] would need to submit some type of receipt showing we charged her again through another means. If she does not still have the receipts, then if she provides us with all 16 digits of whatever card she used, we should be able to find any charges associated with that card number. If we cannot locate the purchase and Ms. [redacted] cannot submit any card statement, receipt, or canceled check that shows that we kept any of her money for a contract, then we would not be able to honor her request to reinstate any coverage at no charge. If the washer is not currently working, the only coverage she would be eligible for is our Service Smart Agreement (SSA). It has a higher cost, and more limited benefits, but it is the only one we have for merchandise that is not in good working order at the time the contract is purchase. If Ms. [redacted] is interested in purchasing one of these, we would be happy to go over the details with her. At this time, since we have explained that we do not show we ever retained any monies and that Ms. [redacted] was refunded in full over a year ago for her purchase and we do not show that she ever contacted us after she received the refund to see why she was not charged anything for the coverage that she thought she purchased, 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. Be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Carrie D[redacted]
June 21, 2016 [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 washer repair and his...
request to have the unit replaced. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. While we empathize with Mr. [redacted], he does not qualify for a replacement washer. As clarification, the Service Smart Agreement (SSA) that Mr. [redacted] purchased for his washer on May 6, 2016, is a repair agreement that provides repairs for one year, with a coverage cap of $500.00 per repair; there is no limitation on the number of repairs. It is the only agreement available for certain non-functioning appliances and has strict guidelines as to when a replacement will be offered. Under the SSA, if a repair in any single service call exceeds $500.00, the consumer may choose to pay the amount over the $500.00 for the repair of the appliance or accept $500.00 in credit (maximum amount allowed) towards a replacement from Sears. However, if neither of these options is accepted, the consumer can cancel the coverage for a full refund of the purchase price of the contract. In Mr. [redacted] case, no repair exceeded $500.00 nor did a Sears technician deem his washer un-repairable. The second and last repair was completed on June 20, 2016. While a replacement is currently not an option, as a one-time courtesy, we have processed a laundry reimbursement check for $100.00, which should be received in the next two weeks. This is in addition to the $50.00 in Shop Your Way Reward points Mr. [redacted] was provided on June 8, 2016, by Protection Agreement department. In summary, since we have explained why Mr. [redacted] has not been offered a replacement, and issued the aforementioned concessions, 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