Initial Business Response /* (1000, 12, 2015/07/10) */
July 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - David [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint...
regarding his dissatisfaction with the problems he encountered when scheduling service for his washer.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently scheduled a washer repair. We value Mr. [redacted]'s patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Upon receipt of Mr. [redacted]'s complaint, we reached out to Betty Cunningham, Customer Advocate for Unit 6141, to assist with Mr. [redacted]'s concerns. Ms. Cunningham researched and confirmed that the washer repair was completed on June 29, 2015. On July 7, 2015, she contacted Mr. [redacted] to follow up on the washer repair. Mr. [redacted] confirmed that the washer is working fine. Since he was without a washer for two months, Mr. [redacted] requested laundry reimbursement. We offered him $150.00 reimbursement and he accepted the offer. Mr. [redacted] should receive the bank check within 10 business days. With that being said, since the washer has been repaired and the laundry reimbursement is a resolution that met with Mr. [redacted]'s approval, 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
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 14, 2015/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank you for your help. When the tech came back he installed all the parts he ordered and the washer still did not work. He made a special trip to pick up additional parts and the washer is working great now. I do feel Sears has to adjust there MAX for washer reinversiment. Have you been to a laundry mat lately. The prices are out of control. Thank you for your help.
[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 and replacement process under her Sears Whole Home...
Warranty. We would first like to point out that [redacted] Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW 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] contract. Upon receipt of Ms. [redacted] complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service plan. It is our understanding that the cooktop replacement was accepted by Ms. [redacted] with delivery estimated for September 29, 2016. We also understand that a claim credit for the gas line repairs was approved and a check for $869.95 and mailed to Ms [redacted] on September 28, 2016. If Ms. [redacted] is still in need of assistance or has any questions regarding the delivery she will need to contact her case manager with [redacted], [redacted], directly at [redacted] As this resolution was acceptable to Ms. [redacted] 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]
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,
Ike [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: # [redacted] – Gary [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding his trimmer. We value Mr. [redacted]’s patronage,...
but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenience. That being said a replacement was processed for Mr. [redacted] for his model trimmer. We respectfully ask that this matter be closed, since we have replaced Mr. [redacted]’s trimmers and noted his candid feedback. Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa[redacted]@searshc.com
September 19, 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. C[redacted] complaint regarding his complaint with the quality of his refrigerator and...
the service attempts on the ice maker.
Upon receipt of Mr. C[redacted] complaint we reviewed the service order notes related to his refrigerator. On August 23, 2017 our technician confirmed that he checked the wiring harness and ordered a valve as instructed on the Service Bulletin issued by the manufacturer; the harness is not a fire hazard. Our technician returned on September 1, 2017 and installed the valve. The technician completed the repair and closed the service order. Regrettably, Mr. C[redacted] called the next day to report that the ice maker is still not working and our technician returned on September 6, 2017 and found a leaking tube. The leak was repaired and the service order was closed. On September 11, 2017 Ms. C[redacted] reported that the ice was clumping and our technician returned to assess the issue. The technician reported that the door would need to be replaced. At that time, we stopped the repair process and offered Mrs. C[redacted] a warranty exchange on her refrigerator. Mrs. C[redacted] has made a selection and the new refrigerator will be delivered on September 20, 2017. With that being said, since we have addressed the issue brought forth in Mr. C[redacted] complaint, we have closed our file.
We apologize to Mr. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
April 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delay in receiving a credit on the purchase of...
her refrigerator. Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns. [redacted] contacted her to discuss her concerns regarding the credit. [redacted] offered to issue the $200 credit on the purchase of her refrigerator and [redacted] accepted the offer. On April 6, 2016 [redacted] processed the $200.00 credit to [redacted]’* Sears credit card. The credit should post to her account within 3 -5 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 23, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted...
to exchange a gift she received after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Ms. [redacted] mother-in-law was provided clearly states the following: Receipt dated within 30 days required for most returns & exchanges. See Service Desk or Kmart.com for complete policy & exceptions. However, for the Christmas season we extended the return policy to accommodate gift returns. Items purchased from November 1, 2016 through December 24, 2016 could be returned through January 31, 2017.
With that being said, the Kmart 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 the set of dishes were purchased on October 5, 2016, the purchase does not qualify for the Christmas extended return policy period; and Ms. [redacted] attempted to exchange/return them on January 7, 2017, she was over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. Ms. [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptions. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
July 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal to our previous response. Mr. [redacted] is correct; a diagnostic fee would be charged if the repair is not completed and this is made clear when a cash call appointment is made. However, when the estimate is accepted, there is no separate diagnostic fee charged. The repair is broken down into two parts; the cost of parts and the cost of labor to complete the repair. Mr. [redacted] was not charged a diagnostic fee in addition to the labor cost to repair his tractor; the labor cost of $237.00 was to clean the carburetor and replace the solenoid; there is no breakdown for a diagnostic fee. See below - Customer : [redacted] Mdse code: [redacted] Service order # : [redacted] Job Code Job Code Description Call Date Price Code Rel Subcom [redacted] Carb Clean, Mfg Debris 06 22 208.00 ** * [redacted] Solenoid Rep/Repl 06 22 29.00 ** * Customer : [redacted] Coverage : CC Customer Charge Service order # : [redacted] Parts Service Additional info Subtotal 32.42 237.00 Prepaid : Disc 57 (% ) 0.00 0.00 Adjustment : Coupon 58 (% ) 0.00 0.00 Associate (% ) 0.00 0.00 Net 32.42 237.00 Allowance: 0.00 Tax 3.73 27.26 Tax Exempt # Pre-paid amount 0.00 Grand total 36.15 264.26 Total 300.41 Payment DD Acct [redacted] Exp Auth 0[redacted] Amount 300.41 Again, we will not be refunding Mr. [redacted] for the diagnostic fee as no promise was ever made to do so. However, he can accept the previously offered $40.00 credit by sending an email to [redacted]. As this decision is final and commensurate to the circumstances, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding non-receipt of a refund for a chair...
he returned to Sears. It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Store. We value his patronage and can understand his frustration with the events detailed in his complaint. We regret that this incident occurred, and we can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we confirmed that Mr. [redacted] refund of $342.16 was reissued to his credit account ending in [redacted] on February 17, 2016. As Mr. [redacted] states in his letter, a restocking fee was assessed from his original purchase amount in accordance with our return policy which specifically states that “A 15% processing/restocking fee is charged for returned mattresses, foundations, assembled/upholstered indoor furniture, water heaters, and built-in home appliances.” At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Mr. [redacted] comments and the requested 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, [redacted] Regulatory Complaint Specialist [redacted]
August 1, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. and Mrs. [redacted] complaint regarding their dissatisfaction with the...
delay in receiving the credit for the return of wall oven.
Firstly we would like to apologize for the inconvenience and disappointment that the [redacted] may have experienced. We want to assure the [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 reviewed the delivery and service order notes related to the wall oven. According to our records, we confirmed that the wall oven was picked up for a return on July 2, 2016. As clarification, when a returned item is received at our warehouse the system automatically issues the refund. Regrettably, the system did not recognize the return receipt number as a pick up. When the oven exchange was processed in April 2016 it was issued on salescheck number [redacted] When the [redacted] requested to return the item a new salescheck number should have been processed for the return but the same salescheck number was mistakenly used. On July 20, 2016 Ms[redacted] called to check the status of her return, the associate researched and found a credit of $662.50 dated July 9, 2015. We apologize that our associate misinformed Ms[redacted] that the refund had been processed since she did not notice that credit was issued in 2015, not 2016. Ms[redacted] continued to call to inquire about the refund and on July 28, 2016 a credit research was issued and it was confirmed that the credit for the return had not been issued. On August 1, 2016 we manually issued the [redacted] a credit of $2,382.07 on salescheck number [redacted] to their credit card ending in [redacted] The credit should post to their account within 5 business days. With that being said, since we have addressed the issue brought forth in Mr. and Mrs. [redacted] complaint, we have closed our file
We apologize to the [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
Sears Holdings Corporation
[redacted]
January 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding...
her recent order. We have spoken with Ms. [redacted] and she indicated that she has returned the merchandise to her local store location for a refund. As a gesture of goodwill, we offered to add $25.00 worth of points to Ms. [redacted] account and she accepted. In light of the aforementioned information, 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,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here...
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
Dear [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 [redacted] Auto Center Manager of Unit# [redacted] Mr. [redacted] called Ms. [redacted] and discussed her complaint. Ms. [redacted] refuses to bring her vehicle back to the auto center for an evaluation. He suggested Ms. [redacted] take her vehicle to a sister Sears auto center for assistance to which she declined. That being said, because we have addressed Ms. [redacted] 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.
[redacted] and [redacted] did a great job resolving this issue!!
Thank you,
[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 his water heater....
We have spoken with Mr. [redacted] and even though an authorized technician was not able to diagnose or verify the failure as a defect, we have sent the part he mentioned free of charge to him as a one-time courtesy. In light of the aforementioned information, we have closed our file. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
June 17, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. Virghes:
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted to...
return her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Ms. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or 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] purchased the items on May 10, 2016, and then attempted to exchange the items on June 12, 2016, she was clearly over the 30-day “hassle-free” return period.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. 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] 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] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
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,
Darryl W[redacted]
February 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of an item she ordered from kmart.com. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we provided Ms. [redacted] with a $10.00 eGift card and sent an email directly to her on February 6, 2017, to inform her that we attempted to cancel the remaining item from her order, but our store advised that she had already picked it up. Ms. [redacted] may reply to our email if she has any further questions about this issue or 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 she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [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,
Susan [redacted] Finally I got a rapid response and great service from the technician. Thank you Betty [redacted] and John the technician!! Sears should let Betty lead a customer service seminar for the people who answer the 800 calls.
April 13, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his garage door opener. Mr. [redacted] has not...
paid for installation for his garage door opener. He paid for shipping, but did not select the $129.99 installation fee option. We have no records on file to corroborate his assertion that this service was scheduled for $69.99 and he has not been charged for it. If Mr. [redacted] was incorrectly told the fee would be $69.99, we apologize. However, the charge is $129.99 and that is what he will need to pay should he wish to have one of our contractors perform the basic installation service for his garage door opener. As a courtesy, we are willing to discount the $129.99 fee by 20%. Should Mr. [redacted] wish to accept, I may be reached during normal business hours at the email address listed below. 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[redacted] Tell us why here...
February 7, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Barbara L. W[redacted] Dear Ms. [redacted] We have completed the investigation...
of Ms. W[redacted] complaint regarding her water heater. Ms. W[redacted] has provided a copy of her plumber’s invoice as well as pictures of the alleged issue with the installation. While the terms of Ms. W[redacted]’ service contract do not provide for reimbursement for service provided by a third party, the appointment time frame she was given is longer than usual and as such, we would be willing to consider issuing reimbursement for services covered under her contract. As far as the installation is concerned, our installation service is only guaranteed for one year and we have no way of knowing what has been done to the item or setup in the years since. It is our policy that the contractors we use for installation follow manufacturer’s guidelines as well as local building/plumbing codes. According to our records. A permit was even pulled for this installation on Jun 11, 2013 with the [redacted] Department. As such, we will not be offering to reimburse any of the cost associated with anything beyond the labor and parts costs related to the replacement of the defective parts, which is what her service contract would provide for. Unfortunately, the invoice Ms. W[redacted] supplied does not have a detailed breakdown of the labor fees assessed as to what they pertained to. That said, we are willing to apply the approximate labor fee we would charge for the same parts replacement. In total, we are willing to send Ms. W[redacted]on a check for $560.00. All we need to know is the mailing address so we may process. We apologize to Ms. W[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 S[redacted] Specialist, Regulatory Complaints Email: Tammie.S[redacted]
Initial Business Response /* (1000, 12, 2015/07/10) */
July 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - David [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint...
regarding his dissatisfaction with the problems he encountered when scheduling service for his washer.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently scheduled a washer repair. We value Mr. [redacted]'s patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Upon receipt of Mr. [redacted]'s complaint, we reached out to Betty Cunningham, Customer Advocate for Unit 6141, to assist with Mr. [redacted]'s concerns. Ms. Cunningham researched and confirmed that the washer repair was completed on June 29, 2015. On July 7, 2015, she contacted Mr. [redacted] to follow up on the washer repair. Mr. [redacted] confirmed that the washer is working fine. Since he was without a washer for two months, Mr. [redacted] requested laundry reimbursement. We offered him $150.00 reimbursement and he accepted the offer. Mr. [redacted] should receive the bank check within 10 business days. With that being said, since the washer has been repaired and the laundry reimbursement is a resolution that met with Mr. [redacted]'s approval, 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
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 14, 2015/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank you for your help. When the tech came back he installed all the parts he ordered and the washer still did not work. He made a special trip to pick up additional parts and the washer is working great now. I do feel Sears has to adjust there MAX for washer reinversiment. Have you been to a laundry mat lately. The prices are out of control. Thank you for your help.
[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 and replacement process under her Sears Whole Home...
Warranty. We would first like to point out that [redacted] Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW 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] contract. Upon receipt of Ms. [redacted] complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service plan. It is our understanding that the cooktop replacement was accepted by Ms. [redacted] with delivery estimated for September 29, 2016. We also understand that a claim credit for the gas line repairs was approved and a check for $869.95 and mailed to Ms [redacted] on September 28, 2016. If Ms. [redacted] is still in need of assistance or has any questions regarding the delivery she will need to contact her case manager with [redacted], [redacted], directly at [redacted] As this resolution was acceptable to Ms. [redacted] 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]
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,
Ike [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: # [redacted] – Gary [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding his trimmer. We value Mr. [redacted]’s patronage,...
but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenience. That being said a replacement was processed for Mr. [redacted] for his model trimmer. We respectfully ask that this matter be closed, since we have replaced Mr. [redacted]’s trimmers and noted his candid feedback. Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa[redacted]@searshc.com
September 19, 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. C[redacted] complaint regarding his complaint with the quality of his refrigerator and...
the service attempts on the ice maker.
Upon receipt of Mr. C[redacted] complaint we reviewed the service order notes related to his refrigerator. On August 23, 2017 our technician confirmed that he checked the wiring harness and ordered a valve as instructed on the Service Bulletin issued by the manufacturer; the harness is not a fire hazard. Our technician returned on September 1, 2017 and installed the valve. The technician completed the repair and closed the service order. Regrettably, Mr. C[redacted] called the next day to report that the ice maker is still not working and our technician returned on September 6, 2017 and found a leaking tube. The leak was repaired and the service order was closed. On September 11, 2017 Ms. C[redacted] reported that the ice was clumping and our technician returned to assess the issue. The technician reported that the door would need to be replaced. At that time, we stopped the repair process and offered Mrs. C[redacted] a warranty exchange on her refrigerator. Mrs. C[redacted] has made a selection and the new refrigerator will be delivered on September 20, 2017. With that being said, since we have addressed the issue brought forth in Mr. C[redacted] complaint, we have closed our file.
We apologize to Mr. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
April 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delay in receiving a credit on the purchase of...
her refrigerator. Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns. [redacted] contacted her to discuss her concerns regarding the credit. [redacted] offered to issue the $200 credit on the purchase of her refrigerator and [redacted] accepted the offer. On April 6, 2016 [redacted] processed the $200.00 credit to [redacted]’* Sears credit card. The credit should post to her account within 3 -5 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 23, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted...
to exchange a gift she received after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Ms. [redacted] mother-in-law was provided clearly states the following: Receipt dated within 30 days required for most returns & exchanges. See Service Desk or Kmart.com for complete policy & exceptions. However, for the Christmas season we extended the return policy to accommodate gift returns. Items purchased from November 1, 2016 through December 24, 2016 could be returned through January 31, 2017.
With that being said, the Kmart 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 the set of dishes were purchased on October 5, 2016, the purchase does not qualify for the Christmas extended return policy period; and Ms. [redacted] attempted to exchange/return them on January 7, 2017, she was over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. Ms. [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptions. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
July 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal to our previous response. Mr. [redacted] is correct; a diagnostic fee would be charged if the repair is not completed and this is made clear when a cash call appointment is made. However, when the estimate is accepted, there is no separate diagnostic fee charged. The repair is broken down into two parts; the cost of parts and the cost of labor to complete the repair. Mr. [redacted] was not charged a diagnostic fee in addition to the labor cost to repair his tractor; the labor cost of $237.00 was to clean the carburetor and replace the solenoid; there is no breakdown for a diagnostic fee. See below - Customer : [redacted] Mdse code: [redacted] Service order # : [redacted] Job Code Job Code Description Call Date Price Code Rel Subcom [redacted] Carb Clean, Mfg Debris 06 22 208.00 ** * [redacted] Solenoid Rep/Repl 06 22 29.00 ** * Customer : [redacted] Coverage : CC Customer Charge Service order # : [redacted] Parts Service Additional info Subtotal 32.42 237.00 Prepaid : Disc 57 (% ) 0.00 0.00 Adjustment : Coupon 58 (% ) 0.00 0.00 Associate (% ) 0.00 0.00 Net 32.42 237.00 Allowance: 0.00 Tax 3.73 27.26 Tax Exempt # Pre-paid amount 0.00 Grand total 36.15 264.26 Total 300.41 Payment DD Acct [redacted] Exp Auth 0[redacted] Amount 300.41 Again, we will not be refunding Mr. [redacted] for the diagnostic fee as no promise was ever made to do so. However, he can accept the previously offered $40.00 credit by sending an email to [redacted]. As this decision is final and commensurate to the circumstances, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding non-receipt of a refund for a chair...
he returned to Sears. It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Store. We value his patronage and can understand his frustration with the events detailed in his complaint. We regret that this incident occurred, and we can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we confirmed that Mr. [redacted] refund of $342.16 was reissued to his credit account ending in [redacted] on February 17, 2016. As Mr. [redacted] states in his letter, a restocking fee was assessed from his original purchase amount in accordance with our return policy which specifically states that “A 15% processing/restocking fee is charged for returned mattresses, foundations, assembled/upholstered indoor furniture, water heaters, and built-in home appliances.” At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Mr. [redacted] comments and the requested 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, [redacted] Regulatory Complaint Specialist [redacted]
August 1, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. and Mrs. [redacted] complaint regarding their dissatisfaction with the...
delay in receiving the credit for the return of wall oven.
Firstly we would like to apologize for the inconvenience and disappointment that the [redacted] may have experienced. We want to assure the [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 reviewed the delivery and service order notes related to the wall oven. According to our records, we confirmed that the wall oven was picked up for a return on July 2, 2016. As clarification, when a returned item is received at our warehouse the system automatically issues the refund. Regrettably, the system did not recognize the return receipt number as a pick up. When the oven exchange was processed in April 2016 it was issued on salescheck number [redacted] When the [redacted] requested to return the item a new salescheck number should have been processed for the return but the same salescheck number was mistakenly used. On July 20, 2016 Ms[redacted] called to check the status of her return, the associate researched and found a credit of $662.50 dated July 9, 2015. We apologize that our associate misinformed Ms[redacted] that the refund had been processed since she did not notice that credit was issued in 2015, not 2016. Ms[redacted] continued to call to inquire about the refund and on July 28, 2016 a credit research was issued and it was confirmed that the credit for the return had not been issued. On August 1, 2016 we manually issued the [redacted] a credit of $2,382.07 on salescheck number [redacted] to their credit card ending in [redacted] The credit should post to their account within 5 business days. With that being said, since we have addressed the issue brought forth in Mr. and Mrs. [redacted] complaint, we have closed our file
We apologize to the [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
Sears Holdings Corporation
[redacted]
January 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding...
her recent order. We have spoken with Ms. [redacted] and she indicated that she has returned the merchandise to her local store location for a refund. As a gesture of goodwill, we offered to add $25.00 worth of points to Ms. [redacted] account and she accepted. In light of the aforementioned information, 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,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here...
June 2, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
Dear [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 [redacted] Auto Center Manager of Unit# [redacted] Mr. [redacted] called Ms. [redacted] and discussed her complaint. Ms. [redacted] refuses to bring her vehicle back to the auto center for an evaluation. He suggested Ms. [redacted] take her vehicle to a sister Sears auto center for assistance to which she declined. That being said, because we have addressed Ms. [redacted] 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,
[redacted]
Regulatory Complaints Specialist
[redacted]
[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.
[redacted] and [redacted] did a great job resolving this issue!!
Thank you,
[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 his water heater....
We have spoken with Mr. [redacted] and even though an authorized technician was not able to diagnose or verify the failure as a defect, we have sent the part he mentioned free of charge to him as a one-time courtesy. In light of the aforementioned information, we have closed our file. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
June 17, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. Virghes:
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted to...
return her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Ms. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or 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] purchased the items on May 10, 2016, and then attempted to exchange the items on June 12, 2016, she was clearly over the 30-day “hassle-free” return period.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. 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] 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] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
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,
Darryl W[redacted]
February 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of an item she ordered from kmart.com. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we provided Ms. [redacted] with a $10.00 eGift card and sent an email directly to her on February 6, 2017, to inform her that we attempted to cancel the remaining item from her order, but our store advised that she had already picked it up. Ms. [redacted] may reply to our email if she has any further questions about this issue or 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 she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [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,
Susan [redacted] Finally I got a rapid response and great service from the technician. Thank you Betty [redacted] and John the technician!! Sears should let Betty lead a customer service seminar for the people who answer the 800 calls.
April 13, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his garage door opener. Mr. [redacted] has not...
paid for installation for his garage door opener. He paid for shipping, but did not select the $129.99 installation fee option. We have no records on file to corroborate his assertion that this service was scheduled for $69.99 and he has not been charged for it. If Mr. [redacted] was incorrectly told the fee would be $69.99, we apologize. However, the charge is $129.99 and that is what he will need to pay should he wish to have one of our contractors perform the basic installation service for his garage door opener. As a courtesy, we are willing to discount the $129.99 fee by 20%. Should Mr. [redacted] wish to accept, I may be reached during normal business hours at the email address listed below. 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[redacted] Tell us why here...
February 7, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Barbara L. W[redacted] Dear Ms. [redacted] We have completed the investigation...
of Ms. W[redacted] complaint regarding her water heater. Ms. W[redacted] has provided a copy of her plumber’s invoice as well as pictures of the alleged issue with the installation. While the terms of Ms. W[redacted]’ service contract do not provide for reimbursement for service provided by a third party, the appointment time frame she was given is longer than usual and as such, we would be willing to consider issuing reimbursement for services covered under her contract. As far as the installation is concerned, our installation service is only guaranteed for one year and we have no way of knowing what has been done to the item or setup in the years since. It is our policy that the contractors we use for installation follow manufacturer’s guidelines as well as local building/plumbing codes. According to our records. A permit was even pulled for this installation on Jun 11, 2013 with the [redacted] Department. As such, we will not be offering to reimburse any of the cost associated with anything beyond the labor and parts costs related to the replacement of the defective parts, which is what her service contract would provide for. Unfortunately, the invoice Ms. W[redacted] supplied does not have a detailed breakdown of the labor fees assessed as to what they pertained to. That said, we are willing to apply the approximate labor fee we would charge for the same parts replacement. In total, we are willing to send Ms. W[redacted]on a check for $560.00. All we need to know is the mailing address so we may process. We apologize to Ms. W[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 S[redacted] Specialist, Regulatory Complaints Email: Tammie.S[redacted]