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]
September 16, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Fred [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to...
return his belt 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. Our return policy is available online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Sears return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Mr. [redacted] purchased the belt on March 12, 2016 and then attempted to return them on July 31, 2016, he was clearly over the 30-day “hassle-free” return period. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request for a return or exchange.
However, Mr. [redacted] mentioned in his complaint that the belt started to fall apart within 3 months. We researched for a warranty through the manufacturer, [redacted] and we they listed a 14 day warranty on their belts. We can understand how frustrating Mr. [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, as a good-will gesture, we offered to add $22 worth of Shop Your Way Reward points to Mr. [redacted]’s account; he accepted the offer. Since we have addressed the issue brought forth in Mr. [redacted]’s 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] direct
Matilda.[redacted]@searshc.com
Initial Business Response /* (1000, 5, 2015/05/27) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] #XXXXXXXX
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding Sears Garage...
Solutions.
[redacted] Sears Garage Solutions, Support Specialist provided the following response:
On May 27, 2015, I had the pleasure of speaking with Mr. [redacted] regarding his complaint. I informed Mr. [redacted] that Sears Garage Solutions would be sending him a settlement agreement and once signed and returned, we would be refunding him $200.00. The refund, in the form of a check should be received within 10-14 days. Moving forward, if Mr. [redacted] has any additional concerns that need to be addressed, he can reach me at XXX-XXX-XXXX or via email at [redacted]@searsfranchises.com. At this time, since it is my understanding that Mr. [redacted] was satisfied with the actions taken to resolve his complaint, we ask that this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had asked Sears to split the difference in what I was overcharged and they did that, so it was a fair settlement.
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]
May 3, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the service he attempted to receive from Sears...
for his ** refrigerator.We reviewed our records and the only monies we show we collected from Mr. [redacted] were the $79.20 charged to the [redacted] card ending in [redacted] The way his service order was closed out did generate a bill from our [redacted] Center for $448.03, but this was canceled out already. Since we had already shipped Mr. [redacted] the compressor we do not understand why his out-of-pocket expense would be so high with another company. We are willing to refund him the $79.20 to his [redacted] if he could provide us with the first 12 digits of his 16 digit [redacted] card number. That way we could research to see if any previous refunds were provided or if a chargeback was accepted. He can email those numbers to me at [redacted] or call me at [redacted] He is also welcome to email me a copy of his receipt from the other service provider and we would be happy to review to see if any further compensation could be provided; though we make no promises since we were not the obligor under the warranty. In the interim, since we are willing to at least refund any sums we collected from Mr. [redacted] related to this service order and are just waiting for his response, we have closed our file.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]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
May 24, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our appointment availability...
for the repair of her range.
It is unfortunate that we failed [redacted] expectations when she recently scheduled a range repair. We understand her concern about the length of time to service, especially with an appliance that may be used on a daily basis. We want to assure [redacted] that her feedback regarding the service availability in her area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Our records indicate that our technician assessed [redacted] range on May 17, 2016 and ordered some parts. He returned on May 21, 2016 to install the parts and our technician confirmed that the unit is operational. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
We apologize to [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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted]. We have been able to schedule[redacted] for an earlier appointment of May 1st The inspection is needed so that our technician can inspect[redacted]'s window to determine what service will be necessary. [redacted] advised me that the furniture that was damaged was repaired at no charge by her local furniture store. Once our technician inspects the window we will update your office as to the proposed resolution.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted], or via email at [redacted]
Sincerely,
[redacted]
[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,
Ike [redacted]
December 28, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 10987047- Cathy ** Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint...
regarding her refrigerator. Store Manager Christopher [redacted] provided the following response: We spoke with Ms. ** and offered to provide her with $350.00 to keep the refrigerator as is or we would send her a new refrigerator at no additional cost. Ms. ** wanted the $350.00 credit, which was processed today. Should Ms. ** have any further issues, she may contact me (Christopher) during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. ** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie Shurbet Regulatory Complaint Specialist Sears Holdings Corporation
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...
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]
[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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Dana S[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. S[redacted] complaint regarding her Sears Appliance Warranty. As clarification, when a...
consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualify. The consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit card. The Sears Appliance warranty is $49.99 a month or $599.88 for a 12 month period. Our consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one year. It has a $50,000 limit per contract year and includes a $80 trade service fee per claim. Your first service call today will be covered up to $500 maximum for repair or replacement. Other than this first service call, your warranty coverage and program benefits under the plan begin 30 days from today. Please note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancel. There are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” It is also important to note that a warranty contract with the terms and conditions was mailed to her with in the week of her enrolling in the warranty. The Welcome kit includes a coverage summary that shows the exact monthly cost of the plan enrolled in. We would expect a consumer to contact us shortly after receiving and reviewing the warranty paper work, not after several months of coverage. We do show service in June 2017 where a cracked pump was replaced, there is no evidence that Ms. S[redacted] paid for parts as this was covered under the warranty. Our service visit in August 2017 we could not find any issue with the washer as after running a normal load the washer drained and on the November 2017 visit Ms. S[redacted] was informed that she would need to have the gas disconnected from the dryer before the service technician could service the washer as it is a stacked system. This action was not necessary with the earlier services therefore was not requested. Soon after this request Ms. S[redacted] cancelled her warranty. With that being said we are unable to honor Ms. S[redacted] request for a full refund of the warranty premiums and since we do not show that Ms. S[redacted] paid any more than was laid out as her responsibility under the terms and conditions of the Sears Home Warranty we have closed this case. We apologize to Ms. S[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S[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
[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.
Complaint: [redacted]
I am rejecting this response because:Sears response is incorrect,
nowhere in the manufactures specifications do they say a wash machine can't be outside the home, further, this matter was originally resolved with the sears warranty department,my washer and dryer are stored at the back of my home in a water tight shed made expressly for that purpose.I cancelled the warranty I had with Sears and purchased a new washer because after a month, I could no longer tolerate the complete incompetents I was dealing with
Sincerely, DF
Dennis [redacted]
January 3, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience....
It is unfortunate that we failed Ms. [redacted] expectations and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed that the refrigerator was delivered. As for the range, we show that Sears Online referred Ms. [redacted] to contact the installation department. We could not confirm a refund for the range therefore; we have contacted Sears’ Detail Control Center. Should Ms. [redacted] have any questions, she may contact me via email at [redacted] In the interim, we will provide an update to Ms. [redacted] once we receive a response from Sears’ Detail Control Center, and we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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]
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]
September 16, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Fred [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to...
return his belt 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. Our return policy is available online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Sears return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Mr. [redacted] purchased the belt on March 12, 2016 and then attempted to return them on July 31, 2016, he was clearly over the 30-day “hassle-free” return period. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request for a return or exchange.
However, Mr. [redacted] mentioned in his complaint that the belt started to fall apart within 3 months. We researched for a warranty through the manufacturer, [redacted] and we they listed a 14 day warranty on their belts. We can understand how frustrating Mr. [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, as a good-will gesture, we offered to add $22 worth of Shop Your Way Reward points to Mr. [redacted]’s account; he accepted the offer. Since we have addressed the issue brought forth in Mr. [redacted]’s 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] direct
Matilda.[redacted]@searshc.com
Initial Business Response /* (1000, 5, 2015/05/27) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] #XXXXXXXX
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding Sears Garage...
Solutions.
[redacted] Sears Garage Solutions, Support Specialist provided the following response:
On May 27, 2015, I had the pleasure of speaking with Mr. [redacted] regarding his complaint. I informed Mr. [redacted] that Sears Garage Solutions would be sending him a settlement agreement and once signed and returned, we would be refunding him $200.00. The refund, in the form of a check should be received within 10-14 days. Moving forward, if Mr. [redacted] has any additional concerns that need to be addressed, he can reach me at XXX-XXX-XXXX or via email at [redacted]@searsfranchises.com. At this time, since it is my understanding that Mr. [redacted] was satisfied with the actions taken to resolve his complaint, we ask that this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had asked Sears to split the difference in what I was overcharged and they did that, so it was a fair settlement.
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]
May 3, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the service he attempted to receive from Sears...
for his ** refrigerator.We reviewed our records and the only monies we show we collected from Mr. [redacted] were the $79.20 charged to the [redacted] card ending in [redacted] The way his service order was closed out did generate a bill from our [redacted] Center for $448.03, but this was canceled out already. Since we had already shipped Mr. [redacted] the compressor we do not understand why his out-of-pocket expense would be so high with another company. We are willing to refund him the $79.20 to his [redacted] if he could provide us with the first 12 digits of his 16 digit [redacted] card number. That way we could research to see if any previous refunds were provided or if a chargeback was accepted. He can email those numbers to me at [redacted] or call me at [redacted] He is also welcome to email me a copy of his receipt from the other service provider and we would be happy to review to see if any further compensation could be provided; though we make no promises since we were not the obligor under the warranty. In the interim, since we are willing to at least refund any sums we collected from Mr. [redacted] related to this service order and are just waiting for his response, we have closed our file.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]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
May 24, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our appointment availability...
for the repair of her range.
It is unfortunate that we failed [redacted] expectations when she recently scheduled a range repair. We understand her concern about the length of time to service, especially with an appliance that may be used on a daily basis. We want to assure [redacted] that her feedback regarding the service availability in her area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Our records indicate that our technician assessed [redacted] range on May 17, 2016 and ordered some parts. He returned on May 21, 2016 to install the parts and our technician confirmed that the unit is operational. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
We apologize to [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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Business Response /* (1000, 13, 2015/04/27) */
April 27, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
This...
letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted]. We have been able to schedule[redacted] for an earlier appointment of May 1st The inspection is needed so that our technician can inspect[redacted]'s window to determine what service will be necessary. [redacted] advised me that the furniture that was damaged was repaired at no charge by her local furniture store. Once our technician inspects the window we will update your office as to the proposed resolution.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted], or via email at [redacted]
Sincerely,
[redacted]
[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,
Ike [redacted]
December 28, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 10987047- Cathy ** Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint...
regarding her refrigerator. Store Manager Christopher [redacted] provided the following response: We spoke with Ms. ** and offered to provide her with $350.00 to keep the refrigerator as is or we would send her a new refrigerator at no additional cost. Ms. ** wanted the $350.00 credit, which was processed today. Should Ms. ** have any further issues, she may contact me (Christopher) during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. ** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie Shurbet Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
(July 16.docx)
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...
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]
[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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Dana S[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. S[redacted] complaint regarding her Sears Appliance Warranty. As clarification, when a...
consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualify. The consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit card. The Sears Appliance warranty is $49.99 a month or $599.88 for a 12 month period. Our consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one year. It has a $50,000 limit per contract year and includes a $80 trade service fee per claim. Your first service call today will be covered up to $500 maximum for repair or replacement. Other than this first service call, your warranty coverage and program benefits under the plan begin 30 days from today. Please note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancel. There are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” It is also important to note that a warranty contract with the terms and conditions was mailed to her with in the week of her enrolling in the warranty. The Welcome kit includes a coverage summary that shows the exact monthly cost of the plan enrolled in. We would expect a consumer to contact us shortly after receiving and reviewing the warranty paper work, not after several months of coverage. We do show service in June 2017 where a cracked pump was replaced, there is no evidence that Ms. S[redacted] paid for parts as this was covered under the warranty. Our service visit in August 2017 we could not find any issue with the washer as after running a normal load the washer drained and on the November 2017 visit Ms. S[redacted] was informed that she would need to have the gas disconnected from the dryer before the service technician could service the washer as it is a stacked system. This action was not necessary with the earlier services therefore was not requested. Soon after this request Ms. S[redacted] cancelled her warranty. With that being said we are unable to honor Ms. S[redacted] request for a full refund of the warranty premiums and since we do not show that Ms. S[redacted] paid any more than was laid out as her responsibility under the terms and conditions of the Sears Home Warranty we have closed this case. We apologize to Ms. S[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S[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
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]
Complaint: [redacted]
I am rejecting this response because:Sears response is incorrect,
nowhere in the manufactures specifications do they say a wash machine can't be outside the home, further, this matter was originally resolved with the sears warranty department,my washer and dryer are stored at the back of my home in a water tight shed made expressly for that purpose.I cancelled the warranty I had with Sears and purchased a new washer because after a month, I could no longer tolerate the complete incompetents I was dealing with
Sincerely, DF
Dennis [redacted]
January 3, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience....
It is unfortunate that we failed Ms. [redacted] expectations and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed that the refrigerator was delivered. As for the range, we show that Sears Online referred Ms. [redacted] to contact the installation department. We could not confirm a refund for the range therefore; we have contacted Sears’ Detail Control Center. Should Ms. [redacted] have any questions, she may contact me via email at [redacted] In the interim, we will provide an update to Ms. [redacted] once we receive a response from Sears’ Detail Control Center, and we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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]