a refund was issued finally from sears hometown, that is all I requested from sears. In the future I will never do business with such an unprofessional and unreliable company. Thank you for you assistance.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I really home Sears fix theses issues. They have the most rewarding program, but it is coming with such a huge issue when dealing with very simply things like exchanging the size of a shirt.
Sincerely,
[redacted]
January 16, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding...
her dryer repair. It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her dryer. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. Our records show that they were able to move Ms. [redacted] appointment to January 13, 2017. Furthermore, the technician was able to complete the repair to Ms. [redacted] dryer with the installation of a new timer and relay. While we empathize with Ms. [redacted], we are unable to refund her for her expired protection agreements. However, if Ms. [redacted] feels that we are unable to meet her service expectations, she can cancel her current agreements and receive pro-rated refunds. If Ms. [redacted] would like to explore this option, she can contact our Protection Agreement department at ([redacted] In the interim, since we have completed the repair to Ms. [redacted] dryer, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 7, 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 Ms. [redacted] complaint regarding Sears Home Services. First, we...
would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] Upon receiving Ms. [redacted] complaint, we contacted [redacted] with [redacted] for assistance. On July 7, 2016, Ms. [redacted] spoke with Mr. [redacted] Mr. [redacted] explained that another repair company had repaired his washer. Therefore, as a courtesy, we processed a refund totaling $534.13. Two credit requests were submitted on July 7, 2016; one for $425.13 and a second for $109.00. Ms. [redacted] should see the refunds post to her [redacted] account ending in [redacted] in the next seven to ten days. Ms. [redacted] originally paid a total of $594.13 for the washer repair, but our records show that she was previously issued a $60.00 refund by one of our customer service groups on June 10, 2016. With that said, since an equitable resolution is being provided for Ms. [redacted] we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] - Diana [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]' complaint regarding her dissatisfaction with the multiple repair attempts...
on her tractor and her request for a replacement.
Upon receipt of Ms. [redacted]' complaint we reached out to Steve [redacted] Tech Manager for unit 8035, to assist with Ms. [redacted]' concerns. After a quick review of the service history, Mr. [redacted] stated that something continuously is clogging up the carburetor and fuel filter. Root cause for this to happen is mostly using old gas (or gas can) or running the mower with a bad air filter or no filter allowing debris to get into carburetor. Since the fuel filter has been replaced three times already and the tank itself was completely cleaned out once by our tech, Mr. [redacted] notified the technician to inspect the gas can that Ms. [redacted]' is using for the tractor. On June 30, 2015 our technician repaired the fuel system, but he also found a problem with the ignition system. The technician repaired the ignition system, replaced the coil and tested the tractor. The technician inspected the gas can used and confirmed that the tractor was operational.
On July 1, 2015 we contacted Ms. [redacted] to follow-up on the service of the tractor. She stated that she has not had the opportunity to test the unit since it has been raining in her area. She mentioned that due to the recent service history, she was still doubtful that the tractor would work. To provide her the additional assurance, we offered to extend the protection agreement on the tractor for an additional 6 months. She accepted the offer and I also provided her my direct contact information. I requested that she contact me if she has any additional problems with the tractor within the next 6 months. In the interim, since the tractor has been repaired and the extension on the protection agreement is a resolution that met with Ms. [redacted]' approval, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Matilda.[redacted]@searshc.com
July 3, 2016 Nita [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]’s complaint regarding his online order experience. It...
is unfortunate that we failed Mr. [redacted]’s expectations as we value his patronage. We can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his service order dated June 27, 2016, it appears the technician indicated he would replace the power supply to resolve the issue. The other option would be for Mr. [redacted] to return the television to his local Kmart store for a full refund within the return timeframe policy. However, since it is our understanding that service was able to resolve this matter, 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
February 1, 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 Mr. [redacted] rebuttal to our response regarding his allegation that the delivery team damaged his flooring during the delivery of the range and that he has not been contacted since he filed the damage claim.
We have Mr. [redacted] rebuttal and we reached out to the delivery carrier for an update on the damage claim. We received confirmation from the carrier that the property owner has been contacted in regards to the damage claim. We contacted Mr. [redacted] and he clarified that he is the tenant, not the property owner. Mr. [redacted] confirmed that he is no longer involved in the damage claim process and it will be handled by the property owner, Mr[redacted] With that being said, since we have addressed the issue brought forth in Mr. [redacted] rebuttal, we have closed our file.
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,
Stanley N[redacted]
January 22, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Tracy D. B[redacted] Dear [redacted] We have completed the investigation of Mr. B[redacted] allegation that the bumper of his daughter’s...
vehicle was damaged by Sears Auto Center. It is unfortunate that we failed Mr. B[redacted] expectations when he recently visited our Sears Auto Center. We value his patronage and can assure him that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, David H[redacted] Manager for Sears Auto Center [redacted] contacted Mr. B[redacted] to discuss his concerns and invited him to return with his vehicle. Mr. B[redacted] accepted and visited the Auto Center on Saturday, January 20, 2018. At that time, we placed his vehicle on the lift and showed him how the skid plate is attached to the wheel wells. We also showed him the skid plate, as it is still in our shop, so that he could see that none of the bolt holes were worn or damaged from pulling or tugging on the plate, but rather the only damage to the skid plate was from it scraping against the ground. Mr. B[redacted] then agreed that Sears Auto Center couldn't have damaged the bumper from taking off the skid plate and indicated that he was satisfied with our explanation before he left our Auto Center. As such, we have closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
January 11, 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 washer and her request for a replacement....
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. After reviewing the notes in our service system, our office authorized a replacement under Ms. [redacted]’ Master Protection Agreement (MPA). Based upon the features of Ms. [redacted] current washer, it was determined that $799.99 would provide her with a comparable replacement under her MPA. Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty until August 25, 2017; the manufacturer’s warranty will remain in effect for one-year from the date of delivery. Lastly, we have processed a $100.00 laundry reimbursement check for Ms. [redacted] for customer satisfaction. With that said, since we are providing Ms. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 20, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Leticia M[redacted]
Dear [redacted]
We have completed the investigation of Ms. M[redacted] complaint regarding her dissatisfaction with the performance of her...
washer and her request for an exchange.
We apologize that Ms. M[redacted] washer failed to meet her expectations. Sears does have a 30-day Satisfaction Guarantee period on appliances which allows our consumer a reasonable amount of time to make sure they are satisfied with their purchase. However, as Ms. M[redacted] mentioned in her complaint, she purchased the washer from a closing Sears store and her receipt specifically states that all sales are final. Therefore, Ms. M[redacted] is not eligible for an exchange or return within the 30 day period.
Ms. M[redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. We have researched Ms. M[redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement.
We reviewed the service orders related to her washer. On August 7, 2017 our technician checked the water level as requested by Ms. M[redacted] and the unit was operating properly. The following day Ms. M[redacted] requested service again and our technician returned on August 11, 2017. The technician ran a cycle with a light blanket on bulky cycle and the washer filled as designed. The technician noted that he provided instructions on usage. As clarification, a HE washer is designed to use less water than traditional washers; they only use 20 – 60% of the water used by traditional washers. For best performance, the manual instructs to load items in loose heaps evenly around the washplate; items need to move freely for best cleaning. The washer is less efficient at rinsing when the load is tightly packed. Also, excessive suds can cause problems in HE washers by “cushioning” or even preventing the tumbling action. This can be caused by not using HE detergent or using too much HE detergent. Since the washer has been verified to be working as designed, Ms. M[redacted] request for an exchange has been denied. With that being said, since we have addressed the issue brought forth in Ms. M[redacted] complaint, we have closed our file.
We apologize to Ms. M[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
It is the 6th of October and still there is no refund check. We have no history of missing mail here. I suspect this check, like the last one, was never sent.
Initial Business Response /* (1000, 6, 2015/09/08) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX XXXXX
September 8, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: XXXXXXXX - [redacted]
Dear Ms....
[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding her recent online orders.
After reviewing the complaint filed, we found that Ms. [redacted] had previously been in contact with Online Solutions, Sears' escalated complaint department. Online Solutions apologized for any inconvenience Ms. [redacted] may have experienced. Accordingly, a full refund was processed on August 19, 2015, under several sales receipts totaling the full amount. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, a full refund has been provided and we have noted Ms. [redacted]'s concerns, 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
Initial Consumer Rebuttal /* (2000, 8, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:I did not know that Sears reversed the charge. If their counterpart tried to contact me, they did not leave a message or do it in writing. I can't communicate with people that don't let you know they are trying to reach you.Sears has absolutely met my expectation.
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Keira V [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her room air conditioner. Sears...
Home Services has authorized the replacement of Ms. [redacted] air conditioner. All Ms. [redacted] needs to do is to go to her local Sears store and advise her sales associate that her air conditioner has been approved for replacement. The sales associate will assist in processing the exchange and setting up the installation of the new unit and haul away of the old. Since we have authorized the replacement of Ms. [redacted] air conditioner, we ask that 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
July 23, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Mr. L[redacted] complaint regarding the delay he encountering in trying to...
get his refrigerator repaired.Upon receipt of Mr. L[redacted] complaint we reached out to his local service unit. They were able to expedite the repair and get a technician there on July 12, 2017. Oddly enough, once we got the technician there the refrigerator was found to be working fine. If that changes and Mr. L** encounters issues again, he is welcome to contact me via email or phone. In the interim, since the refrigerator is now working, we have closed our file.We apologize to Mr. L** and appreciate the opportunity to address this matter. Please f**l fr** to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
February 6, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] rebuttal to the response we provided regarding his dissatisfaction with the multiple repairs on his refrigerator, the delivery delays on the exchange and his request for a refund.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that the refrigerator repair was not completed in a timely manner and the delivery delays on the replacement refrigerator the fact remains that we honored the manufacturer’s warranty when we attempted the warranty repairs and then offered an in-warranty exchange. As previously mentioned, the refrigerator that Mr. [redacted] selected was delayed by the manufacturer, which we have no control over. Mr. [redacted] took it upon himself to purchase a refrigerator from another retailer instead of requesting to select a different model from Sears.
When we spoke to Mrs. [redacted], she requested to use the authorization for the in-warranty replacement towards another appliance, not a refrigerator. We explained that the warranty applies to a refrigerator only and informed her that the exchange offer on the refrigerator was still available. Mrs. [redacted] asked if we would rather lose out and not get paid then to process an exchange for another appliance. We advised Mrs. [redacted] that she had already paid for the refrigerator. At which point, she stated that they had not paid off the balance on the purchase. We clarified that it was her option; however, that was between her and Citibank. [redacted] is the account holder, not Sears.
As far as Mr. [redacted] request for a refund is concerned, we did not find that this was warranted, particularly since the warranty is for the same or a comparable model refrigerator; not a refund. As this decision is commensurate to the circumstances, we have closed our file.
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]
February 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11103357 - Joseph [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint that his service agreement expired before it...
should have. After extensive research of the case history we were able to confirm that Mr. [redacted]’s Repair Protection Agreement did expire before it should have. We have adjusted this to show the correct expiration date of February 28, 2017. For customer satisfaction we also refunded Mr. [redacted] for a recent part order on break away bolts and ordered him the snow blower nuts he needed as well at no cost to him. Since it is our understanding that this resolution was acceptable to Mr. [redacted] we have closed our case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
June 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms. [redacted]
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. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. It is not the associate’s job to anticipate questions that someone might have.
Since Ms. [redacted] purchased the bra on April 26, 2016, and then attempted to return it on June 4, 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 since it can always be difficult to sell items well past the season they were offered 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]
a refund was issued finally from sears hometown, that is all I requested from sears. In the future I will never do business with such an unprofessional and unreliable company. Thank you for you assistance.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
(94568159 - Sears.pdf)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I really home Sears fix theses issues. They have the most rewarding program, but it is coming with such a huge issue when dealing with very simply things like exchanging the size of a shirt.
Sincerely,
[redacted]
January 16, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding...
her dryer repair. It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her dryer. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. Our records show that they were able to move Ms. [redacted] appointment to January 13, 2017. Furthermore, the technician was able to complete the repair to Ms. [redacted] dryer with the installation of a new timer and relay. While we empathize with Ms. [redacted], we are unable to refund her for her expired protection agreements. However, if Ms. [redacted] feels that we are unable to meet her service expectations, she can cancel her current agreements and receive pro-rated refunds. If Ms. [redacted] would like to explore this option, she can contact our Protection Agreement department at ([redacted] In the interim, since we have completed the repair to Ms. [redacted] dryer, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 7, 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 Ms. [redacted] complaint regarding Sears Home Services. First, we...
would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] Upon receiving Ms. [redacted] complaint, we contacted [redacted] with [redacted] for assistance. On July 7, 2016, Ms. [redacted] spoke with Mr. [redacted] Mr. [redacted] explained that another repair company had repaired his washer. Therefore, as a courtesy, we processed a refund totaling $534.13. Two credit requests were submitted on July 7, 2016; one for $425.13 and a second for $109.00. Ms. [redacted] should see the refunds post to her [redacted] account ending in [redacted] in the next seven to ten days. Ms. [redacted] originally paid a total of $594.13 for the washer repair, but our records show that she was previously issued a $60.00 refund by one of our customer service groups on June 10, 2016. With that said, since an equitable resolution is being provided for Ms. [redacted] we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] - Diana [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]' complaint regarding her dissatisfaction with the multiple repair attempts...
on her tractor and her request for a replacement.
Upon receipt of Ms. [redacted]' complaint we reached out to Steve [redacted] Tech Manager for unit 8035, to assist with Ms. [redacted]' concerns. After a quick review of the service history, Mr. [redacted] stated that something continuously is clogging up the carburetor and fuel filter. Root cause for this to happen is mostly using old gas (or gas can) or running the mower with a bad air filter or no filter allowing debris to get into carburetor. Since the fuel filter has been replaced three times already and the tank itself was completely cleaned out once by our tech, Mr. [redacted] notified the technician to inspect the gas can that Ms. [redacted]' is using for the tractor. On June 30, 2015 our technician repaired the fuel system, but he also found a problem with the ignition system. The technician repaired the ignition system, replaced the coil and tested the tractor. The technician inspected the gas can used and confirmed that the tractor was operational.
On July 1, 2015 we contacted Ms. [redacted] to follow-up on the service of the tractor. She stated that she has not had the opportunity to test the unit since it has been raining in her area. She mentioned that due to the recent service history, she was still doubtful that the tractor would work. To provide her the additional assurance, we offered to extend the protection agreement on the tractor for an additional 6 months. She accepted the offer and I also provided her my direct contact information. I requested that she contact me if she has any additional problems with the tractor within the next 6 months. In the interim, since the tractor has been repaired and the extension on the protection agreement is a resolution that met with Ms. [redacted]' approval, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Matilda.[redacted]@searshc.com
July 3, 2016 Nita [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]’s complaint regarding his online order experience. It...
is unfortunate that we failed Mr. [redacted]’s expectations as we value his patronage. We can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his service order dated June 27, 2016, it appears the technician indicated he would replace the power supply to resolve the issue. The other option would be for Mr. [redacted] to return the television to his local Kmart store for a full refund within the return timeframe policy. However, since it is our understanding that service was able to resolve this matter, 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
February 1, 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 Mr. [redacted] rebuttal to our response regarding his allegation that the delivery team damaged his flooring during the delivery of the range and that he has not been contacted since he filed the damage claim.
We have Mr. [redacted] rebuttal and we reached out to the delivery carrier for an update on the damage claim. We received confirmation from the carrier that the property owner has been contacted in regards to the damage claim. We contacted Mr. [redacted] and he clarified that he is the tenant, not the property owner. Mr. [redacted] confirmed that he is no longer involved in the damage claim process and it will be handled by the property owner, Mr[redacted] With that being said, since we have addressed the issue brought forth in Mr. [redacted] rebuttal, we have closed our file.
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,
Stanley N[redacted]
January 22, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Tracy D. B[redacted] Dear [redacted] We have completed the investigation of Mr. B[redacted] allegation that the bumper of his daughter’s...
vehicle was damaged by Sears Auto Center. It is unfortunate that we failed Mr. B[redacted] expectations when he recently visited our Sears Auto Center. We value his patronage and can assure him that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, David H[redacted] Manager for Sears Auto Center [redacted] contacted Mr. B[redacted] to discuss his concerns and invited him to return with his vehicle. Mr. B[redacted] accepted and visited the Auto Center on Saturday, January 20, 2018. At that time, we placed his vehicle on the lift and showed him how the skid plate is attached to the wheel wells. We also showed him the skid plate, as it is still in our shop, so that he could see that none of the bolt holes were worn or damaged from pulling or tugging on the plate, but rather the only damage to the skid plate was from it scraping against the ground. Mr. B[redacted] then agreed that Sears Auto Center couldn't have damaged the bumper from taking off the skid plate and indicated that he was satisfied with our explanation before he left our Auto Center. As such, we have closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
January 11, 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 washer and her request for a replacement....
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. After reviewing the notes in our service system, our office authorized a replacement under Ms. [redacted]’ Master Protection Agreement (MPA). Based upon the features of Ms. [redacted] current washer, it was determined that $799.99 would provide her with a comparable replacement under her MPA. Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty until August 25, 2017; the manufacturer’s warranty will remain in effect for one-year from the date of delivery. Lastly, we have processed a $100.00 laundry reimbursement check for Ms. [redacted] for customer satisfaction. With that said, since we are providing Ms. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 20, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Leticia M[redacted]
Dear [redacted]
We have completed the investigation of Ms. M[redacted] complaint regarding her dissatisfaction with the performance of her...
washer and her request for an exchange.
We apologize that Ms. M[redacted] washer failed to meet her expectations. Sears does have a 30-day Satisfaction Guarantee period on appliances which allows our consumer a reasonable amount of time to make sure they are satisfied with their purchase. However, as Ms. M[redacted] mentioned in her complaint, she purchased the washer from a closing Sears store and her receipt specifically states that all sales are final. Therefore, Ms. M[redacted] is not eligible for an exchange or return within the 30 day period.
Ms. M[redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. We have researched Ms. M[redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement.
We reviewed the service orders related to her washer. On August 7, 2017 our technician checked the water level as requested by Ms. M[redacted] and the unit was operating properly. The following day Ms. M[redacted] requested service again and our technician returned on August 11, 2017. The technician ran a cycle with a light blanket on bulky cycle and the washer filled as designed. The technician noted that he provided instructions on usage. As clarification, a HE washer is designed to use less water than traditional washers; they only use 20 – 60% of the water used by traditional washers. For best performance, the manual instructs to load items in loose heaps evenly around the washplate; items need to move freely for best cleaning. The washer is less efficient at rinsing when the load is tightly packed. Also, excessive suds can cause problems in HE washers by “cushioning” or even preventing the tumbling action. This can be caused by not using HE detergent or using too much HE detergent. Since the washer has been verified to be working as designed, Ms. M[redacted] request for an exchange has been denied. With that being said, since we have addressed the issue brought forth in Ms. M[redacted] complaint, we have closed our file.
We apologize to Ms. M[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
It is the 6th of October and still there is no refund check. We have no history of missing mail here. I suspect this check, like the last one, was never sent.
Initial Business Response /* (1000, 6, 2015/09/08) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX XXXXX
September 8, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: XXXXXXXX - [redacted]
Dear Ms....
[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding her recent online orders.
After reviewing the complaint filed, we found that Ms. [redacted] had previously been in contact with Online Solutions, Sears' escalated complaint department. Online Solutions apologized for any inconvenience Ms. [redacted] may have experienced. Accordingly, a full refund was processed on August 19, 2015, under several sales receipts totaling the full amount. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, a full refund has been provided and we have noted Ms. [redacted]'s concerns, 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
Initial Consumer Rebuttal /* (2000, 8, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:I did not know that Sears reversed the charge. If their counterpart tried to contact me, they did not leave a message or do it in writing. I can't communicate with people that don't let you know they are trying to reach you.Sears has absolutely met my expectation.
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Keira V [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her room air conditioner. Sears...
Home Services has authorized the replacement of Ms. [redacted] air conditioner. All Ms. [redacted] needs to do is to go to her local Sears store and advise her sales associate that her air conditioner has been approved for replacement. The sales associate will assist in processing the exchange and setting up the installation of the new unit and haul away of the old. Since we have authorized the replacement of Ms. [redacted] air conditioner, we ask that 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
July 23, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Mr. L[redacted] complaint regarding the delay he encountering in trying to...
get his refrigerator repaired.Upon receipt of Mr. L[redacted] complaint we reached out to his local service unit. They were able to expedite the repair and get a technician there on July 12, 2017. Oddly enough, once we got the technician there the refrigerator was found to be working fine. If that changes and Mr. L** encounters issues again, he is welcome to contact me via email or phone. In the interim, since the refrigerator is now working, we have closed our file.We apologize to Mr. L** and appreciate the opportunity to address this matter. Please f**l fr** to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
February 6, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] rebuttal to the response we provided regarding his dissatisfaction with the multiple repairs on his refrigerator, the delivery delays on the exchange and his request for a refund.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that the refrigerator repair was not completed in a timely manner and the delivery delays on the replacement refrigerator the fact remains that we honored the manufacturer’s warranty when we attempted the warranty repairs and then offered an in-warranty exchange. As previously mentioned, the refrigerator that Mr. [redacted] selected was delayed by the manufacturer, which we have no control over. Mr. [redacted] took it upon himself to purchase a refrigerator from another retailer instead of requesting to select a different model from Sears.
When we spoke to Mrs. [redacted], she requested to use the authorization for the in-warranty replacement towards another appliance, not a refrigerator. We explained that the warranty applies to a refrigerator only and informed her that the exchange offer on the refrigerator was still available. Mrs. [redacted] asked if we would rather lose out and not get paid then to process an exchange for another appliance. We advised Mrs. [redacted] that she had already paid for the refrigerator. At which point, she stated that they had not paid off the balance on the purchase. We clarified that it was her option; however, that was between her and Citibank. [redacted] is the account holder, not Sears.
As far as Mr. [redacted] request for a refund is concerned, we did not find that this was warranted, particularly since the warranty is for the same or a comparable model refrigerator; not a refund. As this decision is commensurate to the circumstances, we have closed our file.
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]
February 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11103357 - Joseph [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint that his service agreement expired before it...
should have. After extensive research of the case history we were able to confirm that Mr. [redacted]’s Repair Protection Agreement did expire before it should have. We have adjusted this to show the correct expiration date of February 28, 2017. For customer satisfaction we also refunded Mr. [redacted] for a recent part order on break away bolts and ordered him the snow blower nuts he needed as well at no cost to him. Since it is our understanding that this resolution was acceptable to Mr. [redacted] we have closed our case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
June 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms. [redacted]
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. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. It is not the associate’s job to anticipate questions that someone might have.
Since Ms. [redacted] purchased the bra on April 26, 2016, and then attempted to return it on June 4, 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 since it can always be difficult to sell items well past the season they were offered 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]