September 13, 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 her television 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 television. 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 television, it was determined that $749.99 would provide her with a comparable replacement under her MPA. An email was sent to Ms. [redacted] on September 13, 2016, explaining the replacement process. As stated in the email, Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Electronic department can assist her. Ms. [redacted] will need to provide the telephone number on record[redacted] to verify the replacement authorization. The new television will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new television and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 14, 2019. 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
November 13, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Diane B[redacted] - # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. B[redacted] complaint regarding her dryer repair. It is...
regrettable that we failed Ms. B[redacted] expectations when she recently contacted Sears Homes Services to repair her dryer. We value Ms. B[redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to Ms. B[redacted] for any inconvenience we may have caused. Upon receiving Ms. B[redacted] complaint, we contacted the local service unit for assistance. Delores H[redacted] with [redacted] responded that in accordance with Ms. B[redacted] request, refunds for $199.57 and $49.50 were submitted. Ms. B[redacted] should receive a check for $199.57 and see a credit to her [redacted] account ending in [redacted] in the next two weeks. With that said, since we have documented Ms. B[redacted] concerns with the repair process and we have issued the aforementioned refunds, we ask that this matter be closed. Again, we apologize to Ms. B[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
At this point my wife and I are now some-what satisfied with our machine being fixed. Even tho Sears response to our complaint was in a timely and efficient manner, we are still not pleased with the customer service we received over the phone. We are happy to be at home washing our laundry and having life back to normal as before. Thank you Revdex.com for acting on our behalf. We really appreciate your business. As for my wife and I, this issue is now complete.
Complaint: [redacted]
I am rejecting this response because: I have not been contacted by anyone from Sears! Not by phone or email, so to say that I've accepted something without even talking to them is nothing but false!! I would gladly speak with them about an arrangement but given what looks to be a fabrication to look good to the Revdex.com and the public who may view this is agrivating! I do not accept this response because I have not spoke with anyone!
Sincerely,
Eric F[redacted]
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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Colin B [redacted] Dear Ms. [redacted]: We have not fully completed the investigation of Mr. [redacted] complaint regarding Sears Garage Solutions. Ikea Carter, Sears Garage...
Solutions, Quality Control Manager provided the following response: I have been in contact with Mr. [redacted] regarding his concerns. Currently Mr. [redacted] is gathering documentation and has set the expectation that he will get it to my office for review in the next 2 weeks. I can be reached via email at Ikea.[redacted]@searsservices.com or by calling [redacted]. We will provide an additional update once we have received the documentation from Mr. [redacted]. 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
September 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Fong V[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. V[redacted] complaint regarding the service to his tractor. ...
Upon receiving Mr. V[redacted] complaint, we contacted the local service unit for assistance. Field Operations Manager Guy K[redacted] responded that it has been determined that the failure of Mr. V[redacted] tractor resulted from the unit not being properly maintained or operated in accordance with the manufacturer’s specifications. During the examination of the tractor, the technician checked for any new oil leaks and found none; furthermore, he noted that the engine was very dirty. Additionally, he found that the piston was not moving and the spark plug had a brown residue on it. He subsequently contacted Sears Technical Assistance Center (STAC) who asked the technician to check the oil level and to take pictures of the dipstick. The technician found that new oil had been poured on top of the old oil and when he questioned Mr. V[redacted] about the maintenance, Mr. V[redacted] stated that he did not put oil in the unit. The technician responded to Mr. V[redacted] that someone poured new oil on top of the old oil. Based upon STAC’s and the technician’s findings, it was determined that the damage to the tractor was a direct result of misuse; therefore, the repair cannot be completed under the Repair Protection Agreement (RPA). Since Mr. V[redacted] has not presented any new information to dispute our findings, our decision to deny Mr. V[redacted] a covered repair stands. Accordingly, we have closed our file. We appreciate the opportunity to address this matter. Sincerely, Melissa L[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
June 28, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his allegations of damage to his...
vehicle caused by a Sears associate loading items into his vehicle. Sears has already referred Mr. [redacted] to our third party claims administrator, [redacted] His claim number is [redacted] Mr. [redacted] can contact Jasime F[redacted] if he needs to discuss his claim. Once the claimant has been assigned a claim number through [redacted] they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] actions. Their decision is immutable. In Mr. [redacted] case, a check in the amount of $546.71 was mailed to him on May 3, 2017, and he was advised that the check would arrive via [redacted] within 10 business. Mr. [redacted] needs to direct any further correspondence to [redacted] and preferably to the attention of his caseworker. Although we empathize with his frustrations, Sears is not in a position to offer any assistance with 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, [redacted] Regulatory Complaint Specialist [redacted]
Complaint: [redacted]
I am rejecting this response because: Sears will never make their delivery service any better and their customer service is nonexistent. I called many times and no one even wanted to help me until the day I called and canceled the order. They simply just do not care enough.
Sincerely,
Robin [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]
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
August 6, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: # 94560821 - Sally [redacted]
Dear Ms. [redacted]:
We have not fully completed our investigation of Ms. [redacted] complaint regarding the repair of her dehumidifier.
We...
apologize for the delay in responding to this complaint. We forwarded this matter to the Service Unit Manager to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may contact me directly at 512-[redacted]
We apologize again 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]4 direct
Matilda.[redacted]@searshc.com
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the repair of her...
mower.
We have reviewed Ms. [redacted] service history and apologize for any inconveniences she may have with regards to the repair of her mower. We escalated her concerns to [redacted], District Service Manager who called Ms. [redacted] and discussed her complaint. He agreed to send another technician to Ms. [redacted] home on June 16, 2016 where the mandrel was replaced with no labor charge. That being said, because Ms. [redacted] mower has been repaired and is working as designed, 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.
December 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the pricing of a purchase...
he wished to make. We would like to sincerely apologize to Mr. [redacted] for any misunderstanding. Sadly, the details he provided were not sufficient to provide a conclusive answer as to what the issue may have been. However, we want to note that any number of factors may have contributed to him not receiving the discount he felt he was entitled to. If Mr. [redacted] can provide a receipt, we will gladly investigate the matter and comment further. Until then, we cannot proceed. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
December 1, 2016
[redacted]
[redacted]
Our File No: [redacted] Revdex.com File No: [redacted]
Via: 1st Class US Postage
Via email: [redacted]
Dear Ms[redacted]
This letter serves as a response to your rebuttal letter dated 11/16/2016, in regards to your concerns with the bathroom job that was completed on 1/2/2015. While I understand that you disagree with the decision that has been made, it is the correct decision based solely upon the facts surrounding your contracts, installations and completions. On 8/6/2016, we successfully made the warranty repairs as well as removed and reinstalled a different style of toilet, for customer satisfaction. This was done to satisfy your requests as you were not pleased with the toilet that was contracted and installed correctly. You singed a service work order which states you certified the work listed had been completed to your satisfactory. I have enclosed a copy for your records.
The leaking pvc pipe was not a result of the original installation. If it had been a workmanship issue it would have leaked from the time of install. SHIP was not made aware of any leaks until 11/14/2016. As previously suggested, please contact a local carpenter or plumber of your choices to address any issues as the original workmanship warranty has expired. Additionally, you may want to contact your homeowners insurance regarding the damages as this may the result of normal wear and tear.
At this time, our file remains closed and will not be reopened. There will be no further offers or actions taken at this time as we have fulfilled our contractual obligation. On behalf of SHIP, please know that we value you as a customer and appreciate your patronage. We regret any and all frustrations that you have experienced and that you are dissatisfied with our decision. Please feel free to contact the Regulatory Department directly if you have any additional questions.
Sincerely,
[redacted]
[redacted]
Enclosed (1)
cc: Revdex.com
Complaint: [redacted]
I am rejecting this response because:First of all, I did not order the frid** at a Sears' outlet. If the Sears' representative, who has worked on this complaint, had looked closely at my original PDF file which contains the evident that proof it is a used frid**, the representative would have noticed that my order was through the Sears.com website which sells new items, and somehow that ordered was routed incorrectly to a Sears' outlet. There, a mistake in the Sears' part already.(1) I ordered a new frid** from Sears.com in Nov 2015, and took delivery in Dec 2015.(2) I received an email order confirmation from a Sears' outlet.(3) I registered the frid** with **, and was told that the same frid** has two different installation records: one in Apr 2015 and one in Dec 2015. The installation record in Dec 2015 was made by me when I bought the frid** in Nov 2015.Important: This is already a proof that the frid** has been sold to somebody else before me. Remember: I ordered a new frid** through Sears.com and I ordered it in Nov 2015.(4) A ** technician told me that the frid** was made in Apr 2015. A product is usually sold around the time after it is manufactured. This along with the first installation record registered by someone else back in Apr 2015 before my purchase in Nov 2015, it is another proof that it has been sold before and sold to me again as used, when I ordered it new from Sears.com.(5) ** sent me a letter saying that the warranty on the frid** expired in Apr 2016. But I only took delivery of it in Dec 2015. ** did say that they honor a full year of warranty. But the point is not the warranty. The point is I bought a new frid**, but ended up given a used frid**.(6) There are two issues with the frid** too. One is there was some glue or filler or something oozing out of one of the legs of the frid**. The other issue was an intermittent one that it has some water drops around the frame of the freezer. I think because of the issues of the frid**, the first owner decided to return it and was mistakenly delivered to me.The above are facts. And based on them, it is easily concluded that it is a used frid**. But remember: I purchased a new frid** from Sears.com. And therefore, I made a reasonable request for an exchan** with a new frid** or a full refund.Questions:a) Did Sears work hard enough to understand and investigate this complaint?b) What else does Sears want me to provide that it is owned by someone else and delivered to me by mistake? Remember: ** has two installation records of the same frid**, it is a proof that it is owned by someone else before I bought it new from Sears.com. Two installation records - one in Apr 2015 and one in Dec 2015 - mean there are two different owners. Remember: I ordered the frid** in Nov 2015.
Sincerely,
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
My filing of the complaint was merely to have an avenue to express how poor the whole delivery process was. For example, I asked my daughter to call the delivery service back to reschedule the delivery since she was the person...
whose schedule the delivery was revolving around. She was not able to make the call as my phone number was the number on file so the system would not allow a call to be placed from my daughters phone.
The whole delivery process needs to be revamped in my opinion.
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]
January 4, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator repair. ...
It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted] Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. While a replacement was not an option at this time, as the unit has not been deemed un-repairable under his exceptional parts warranty, we asked that the service unit expedite the repair. Our records show that the repair to Mr. [redacted] refrigerator was completed on December 30, 2016. As a conciliatory gesture for the delay in completing the repair, we have purchased a one-year Master Protection Agreement (MPA) for Mr. [redacted]; the coverage runs from January 4, 2017, until January 4, 2018. If Mr. [redacted] has any questions regarding the MPA, he can call our Protection Agreement department at [redacted] Lastly, we have processed a service refund in the amount of $242.27; the amount Mr. [redacted] pre-paid on October 21, 2016. Mr. [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next week. In the interim, since we have documented Mr. [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 13, 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 her television 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 television. 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 television, it was determined that $749.99 would provide her with a comparable replacement under her MPA. An email was sent to Ms. [redacted] on September 13, 2016, explaining the replacement process. As stated in the email, Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Electronic department can assist her. Ms. [redacted] will need to provide the telephone number on record[redacted] to verify the replacement authorization. The new television will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new television and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 14, 2019. 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
November 13, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Diane B[redacted] - # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. B[redacted] complaint regarding her dryer repair. It is...
regrettable that we failed Ms. B[redacted] expectations when she recently contacted Sears Homes Services to repair her dryer. We value Ms. B[redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to Ms. B[redacted] for any inconvenience we may have caused. Upon receiving Ms. B[redacted] complaint, we contacted the local service unit for assistance. Delores H[redacted] with [redacted] responded that in accordance with Ms. B[redacted] request, refunds for $199.57 and $49.50 were submitted. Ms. B[redacted] should receive a check for $199.57 and see a credit to her [redacted] account ending in [redacted] in the next two weeks. With that said, since we have documented Ms. B[redacted] concerns with the repair process and we have issued the aforementioned refunds, we ask that this matter be closed. Again, we apologize to Ms. B[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
At this point my wife and I are now some-what satisfied with our machine being fixed. Even tho Sears response to our complaint was in a timely and efficient manner, we are still not pleased with the customer service we received over the phone. We are happy to be at home washing our laundry and having life back to normal as before. Thank you Revdex.com for acting on our behalf. We really appreciate your business. As for my wife and I, this issue is now complete.
Complaint: [redacted]
I am rejecting this response because: I have not been contacted by anyone from Sears! Not by phone or email, so to say that I've accepted something without even talking to them is nothing but false!! I would gladly speak with them about an arrangement but given what looks to be a fabrication to look good to the Revdex.com and the public who may view this is agrivating! I do not accept this response because I have not spoke with anyone!
Sincerely,
Eric F[redacted]
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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Colin B [redacted] Dear Ms. [redacted]: We have not fully completed the investigation of Mr. [redacted] complaint regarding Sears Garage Solutions. Ikea Carter, Sears Garage...
Solutions, Quality Control Manager provided the following response: I have been in contact with Mr. [redacted] regarding his concerns. Currently Mr. [redacted] is gathering documentation and has set the expectation that he will get it to my office for review in the next 2 weeks. I can be reached via email at Ikea.[redacted]@searsservices.com or by calling [redacted]. We will provide an additional update once we have received the documentation from Mr. [redacted]. 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
September 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Fong V[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. V[redacted] complaint regarding the service to his tractor. ...
Upon receiving Mr. V[redacted] complaint, we contacted the local service unit for assistance. Field Operations Manager Guy K[redacted] responded that it has been determined that the failure of Mr. V[redacted] tractor resulted from the unit not being properly maintained or operated in accordance with the manufacturer’s specifications. During the examination of the tractor, the technician checked for any new oil leaks and found none; furthermore, he noted that the engine was very dirty. Additionally, he found that the piston was not moving and the spark plug had a brown residue on it. He subsequently contacted Sears Technical Assistance Center (STAC) who asked the technician to check the oil level and to take pictures of the dipstick. The technician found that new oil had been poured on top of the old oil and when he questioned Mr. V[redacted] about the maintenance, Mr. V[redacted] stated that he did not put oil in the unit. The technician responded to Mr. V[redacted] that someone poured new oil on top of the old oil. Based upon STAC’s and the technician’s findings, it was determined that the damage to the tractor was a direct result of misuse; therefore, the repair cannot be completed under the Repair Protection Agreement (RPA). Since Mr. V[redacted] has not presented any new information to dispute our findings, our decision to deny Mr. V[redacted] a covered repair stands. Accordingly, we have closed our file. We appreciate the opportunity to address this matter. Sincerely, Melissa L[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
June 28, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his allegations of damage to his...
vehicle caused by a Sears associate loading items into his vehicle. Sears has already referred Mr. [redacted] to our third party claims administrator, [redacted] His claim number is [redacted] Mr. [redacted] can contact Jasime F[redacted] if he needs to discuss his claim. Once the claimant has been assigned a claim number through [redacted] they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] actions. Their decision is immutable. In Mr. [redacted] case, a check in the amount of $546.71 was mailed to him on May 3, 2017, and he was advised that the check would arrive via [redacted] within 10 business. Mr. [redacted] needs to direct any further correspondence to [redacted] and preferably to the attention of his caseworker. Although we empathize with his frustrations, Sears is not in a position to offer any assistance with 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, [redacted] Regulatory Complaint Specialist [redacted]
Complaint: [redacted]
I am rejecting this response because: Sears will never make their delivery service any better and their customer service is nonexistent. I called many times and no one even wanted to help me until the day I called and canceled the order. They simply just do not care enough.
Sincerely,
Robin [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]
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
August 6, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: # 94560821 - Sally [redacted]
Dear Ms. [redacted]:
We have not fully completed our investigation of Ms. [redacted] complaint regarding the repair of her dehumidifier.
We...
apologize for the delay in responding to this complaint. We forwarded this matter to the Service Unit Manager to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may contact me directly at 512-[redacted]
We apologize again 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]4 direct
Matilda.[redacted]@searshc.com
June 23, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the repair of her...
mower.
We have reviewed Ms. [redacted] service history and apologize for any inconveniences she may have with regards to the repair of her mower. We escalated her concerns to [redacted], District Service Manager who called Ms. [redacted] and discussed her complaint. He agreed to send another technician to Ms. [redacted] home on June 16, 2016 where the mandrel was replaced with no labor charge. That being said, because Ms. [redacted] mower has been repaired and is working as designed, 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]
December 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the pricing of a purchase...
he wished to make. We would like to sincerely apologize to Mr. [redacted] for any misunderstanding. Sadly, the details he provided were not sufficient to provide a conclusive answer as to what the issue may have been. However, we want to note that any number of factors may have contributed to him not receiving the discount he felt he was entitled to. If Mr. [redacted] can provide a receipt, we will gladly investigate the matter and comment further. Until then, we cannot proceed. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
December 1, 2016
[redacted]
[redacted]
Our File No: [redacted] Revdex.com File No: [redacted]
Via: 1st Class US Postage
Via email: [redacted]
Dear Ms[redacted]
This letter serves as a response to your rebuttal letter dated 11/16/2016, in regards to your concerns with the bathroom job that was completed on 1/2/2015. While I understand that you disagree with the decision that has been made, it is the correct decision based solely upon the facts surrounding your contracts, installations and completions. On 8/6/2016, we successfully made the warranty repairs as well as removed and reinstalled a different style of toilet, for customer satisfaction. This was done to satisfy your requests as you were not pleased with the toilet that was contracted and installed correctly. You singed a service work order which states you certified the work listed had been completed to your satisfactory. I have enclosed a copy for your records.
The leaking pvc pipe was not a result of the original installation. If it had been a workmanship issue it would have leaked from the time of install. SHIP was not made aware of any leaks until 11/14/2016. As previously suggested, please contact a local carpenter or plumber of your choices to address any issues as the original workmanship warranty has expired. Additionally, you may want to contact your homeowners insurance regarding the damages as this may the result of normal wear and tear.
At this time, our file remains closed and will not be reopened. There will be no further offers or actions taken at this time as we have fulfilled our contractual obligation. On behalf of SHIP, please know that we value you as a customer and appreciate your patronage. We regret any and all frustrations that you have experienced and that you are dissatisfied with our decision. Please feel free to contact the Regulatory Department directly if you have any additional questions.
Sincerely,
[redacted]
[redacted]
Enclosed (1)
cc: Revdex.com
Complaint: [redacted]
I am rejecting this response because:First of all, I did not order the frid** at a Sears' outlet. If the Sears' representative, who has worked on this complaint, had looked closely at my original PDF file which contains the evident that proof it is a used frid**, the representative would have noticed that my order was through the Sears.com website which sells new items, and somehow that ordered was routed incorrectly to a Sears' outlet. There, a mistake in the Sears' part already.(1) I ordered a new frid** from Sears.com in Nov 2015, and took delivery in Dec 2015.(2) I received an email order confirmation from a Sears' outlet.(3) I registered the frid** with **, and was told that the same frid** has two different installation records: one in Apr 2015 and one in Dec 2015. The installation record in Dec 2015 was made by me when I bought the frid** in Nov 2015.Important: This is already a proof that the frid** has been sold to somebody else before me. Remember: I ordered a new frid** through Sears.com and I ordered it in Nov 2015.(4) A ** technician told me that the frid** was made in Apr 2015. A product is usually sold around the time after it is manufactured. This along with the first installation record registered by someone else back in Apr 2015 before my purchase in Nov 2015, it is another proof that it has been sold before and sold to me again as used, when I ordered it new from Sears.com.(5) ** sent me a letter saying that the warranty on the frid** expired in Apr 2016. But I only took delivery of it in Dec 2015. ** did say that they honor a full year of warranty. But the point is not the warranty. The point is I bought a new frid**, but ended up given a used frid**.(6) There are two issues with the frid** too. One is there was some glue or filler or something oozing out of one of the legs of the frid**. The other issue was an intermittent one that it has some water drops around the frame of the freezer. I think because of the issues of the frid**, the first owner decided to return it and was mistakenly delivered to me.The above are facts. And based on them, it is easily concluded that it is a used frid**. But remember: I purchased a new frid** from Sears.com. And therefore, I made a reasonable request for an exchan** with a new frid** or a full refund.Questions:a) Did Sears work hard enough to understand and investigate this complaint?b) What else does Sears want me to provide that it is owned by someone else and delivered to me by mistake? Remember: ** has two installation records of the same frid**, it is a proof that it is owned by someone else before I bought it new from Sears.com. Two installation records - one in Apr 2015 and one in Dec 2015 - mean there are two different owners. Remember: I ordered the frid** in Nov 2015.
Sincerely,
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
My filing of the complaint was merely to have an avenue to express how poor the whole delivery process was. For example, I asked my daughter to call the delivery service back to reschedule the delivery since she was the person...
whose schedule the delivery was revolving around. She was not able to make the call as my phone number was the number on file so the system would not allow a call to be placed from my daughters phone.
The whole delivery process needs to be revamped in my opinion.
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]
January 4, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator repair. ...
It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted] Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. While a replacement was not an option at this time, as the unit has not been deemed un-repairable under his exceptional parts warranty, we asked that the service unit expedite the repair. Our records show that the repair to Mr. [redacted] refrigerator was completed on December 30, 2016. As a conciliatory gesture for the delay in completing the repair, we have purchased a one-year Master Protection Agreement (MPA) for Mr. [redacted]; the coverage runs from January 4, 2017, until January 4, 2018. If Mr. [redacted] has any questions regarding the MPA, he can call our Protection Agreement department at [redacted] Lastly, we have processed a service refund in the amount of $242.27; the amount Mr. [redacted] pre-paid on October 21, 2016. Mr. [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next week. In the interim, since we have documented Mr. [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist