November 3, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Thomas [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the charges for a part he said was never...
installed on his tractor. We reviewed our records and did not find that we charged Mr. [redacted] for any part. We did though charge a labor fee that corresponded with replacing a solenoid. So we are not sure if he is asking for the portion of the labor fee that is above the diagnostic fee be refunded, or if there is a charge we are missing that is actually for the part. At this point, we are willing to just refund Mr. [redacted] in full for the tractor visit since it does not appear the technician actually determined what was wrong with the tractor and he did not seem to complete a repair. In order to process the refund, we do need Mr. [redacted] to provide the first 12 digits of the 16 digit Discover account number ending in [redacted]. He is welcome to email me at Dana.[redacted]@searshc.com or call me at [redacted] to get that information to me so that a refund can be processed. In the interim, since we are willing to refund Mr. [redacted] in full and are only pending his response in order to do so, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Tell us why here...December 21, 2017
M. [redacted]/Sherman
POB [redacted] Lilburn, GA 30048
Our File No: [redacted]
Via: UPS Ground
Via: 1st Class US Postage
Dear M. [redacted],
Thank you so much for your patience while I addressed your hvac issues. I have called the phone number that was...
supplied to the Revdex.com. That was [redacted]. I was told by the person who answered that I had the wrong number. I called the two other phone numbers we have in our system linked to your address, [redacted] and [redacted] and was once again told I had the wrong number.
At this time I am closing my file. It is impossible to reach you if you have failed to give the agency or us a valid phone number to reach you. On behalf of Sears Home Improvements (SHIP), please know we value you as a customer and appreciate your patronage. If you have any further questions or concerns, please contact me at 1-800-222-5030 extension [redacted] or via email at Jeanne.[redacted]@searshomepro.com.
Sincerely,
Jeanne [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Please note that I have also called their customer service number complaining about these emails and in fact, request to be removed from ALL lists...Thanks for looking into this matter.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am not causing this machine to flood. No one has been able to explain to me why the flooding happens intermittently. I do three steps: load the washer, put the prepackaged soap in the machine, and hit the start button. If I'm following the same steps every time why doesn't it flood all the time. Why is it just once in a while? It is so insulting to be blamed for something that isn't my fault. What more can I do? What step do I need to leave out. This machine is a lemon period!The problem with the machine started within the warranty period and wasn't repaired during the warranty period. They haven't done me any favors sending out technicians at no charge. In fact, Sears asked me to allow the 4th technician to come out because he was one of their best.I have never dealt with a company that has such poor customer service. No one returns calls and all they do is blame me, the customer. I've been inconvenienced for four months. I've cleaned up countless floods and lost four days of work waiting for a technician.I will never by another product from Sears and will do my best to warn the public to stay away from them too. It has been an extremely stressful situation.
Sincerely,
Jean G[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Jennifer [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her dishwasher. Brenda Pearson, Sears...
Home Services, Customer Advocate provided the following response: It is unfortunate that we failed Ms. [redacted] expectations when she called Sears for service on her dishwasher. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on August 9, 2016. While at the home the technician installed a previously ordered control assembly and control board. The unit was tested prior to the technician leaving the home and it was found to be operating as designed. Ms. [redacted] has my contact information and has agreed to contact me in the event she has any additional concerns. That said 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
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Kathy [redacted] #94553[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s rebuttal regarding Sears Home Services and repairs to her refrigerator.
Appliances are like cars and are released by manufacturers for a specific period of time. The Samsung RS25H5000SP/AA, was first released to market in early 2014 and was replaced in late December 2014. Food loss reimbursement is a benefit of the Master Protection Agreement (MPA) and is only payable once per calendar year. If the unit fails once more time and a Sears technician confirms the failure, I will provide Ms. [redacted] with a dollar for dollar store credit to be used to select a replacement refrigerator. All she needs to do is email me at Adam.[redacted]@searshc.com or contact me at 512/[redacted] and I will assist to ensure her satisfaction. That said, we ask that this complaint remain 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 26, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to return...
his purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Mr. [redacted] was provided clearly states the following: Most items have a return policy of 30 days from purchase but may vary by item. All returns require a receipt and may be looked up in the store. Restrictions Apply. See Sears.com, signs posted at registers, or an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions... REFUNDS AND EXCHANGES WILL NOT BE GIVEN WITHOUT RECEIPT”. Since Mr. [redacted] made his purchase on June 7, 2016, attempted to return the purchase without a receipt and then attempted to return it again with his receipt on June 13, 2016, he was clearly over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. [redacted] when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[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,
[redacted] D [redacted] took action and fixed the problem n I hope management did something with the little manager that offered no help at all!i told him I was going to cooperate n Revdex.com n he did not care n neither did the little blonde working in layaway! They both treated me like garbage!
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,
Tony [redacted]
February 14, 2017
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11959295 – Taylor [redacted]
Dear Ms. [redacted]:
We have been unable to complete the investigation of Mr. [redacted]’s complaint regarding the problem he encountered when he...
attempted to schedule service for his microwave.
We made attempts to contact Mr. [redacted] and left voicemails with our contact information. Since he has not responded, we are unable to resolve Mr. [redacted]’s issue until we have the opportunity to discuss the matter with him. He may contact me at [redacted]. In the interim, we will consider this matter closed, pending his response.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
December 18, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – John [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his online order experience...
and his request to return the merchandise. After researching this matter, we were able to confirm Mr. [redacted] request to return the merchandise within the 30 day return timeframe. Sears Home Delivery confirmed that the Online Business unit is unable to authorize the return and refund due to their system limitations. However, the return has been approved by Sears Home Delivery who contacted Mr. [redacted] to notify him of this resolution and arrange a return. Currently, the pickup of the product is scheduled for January 18, 2018, due to the upcoming holidays. Sears will continue to monitor this case until the return is completed and Mr. [redacted] is refunded. Should Mr. [redacted] have any questions, he may contact Sears Home Delivery directly at (888) 848-7292. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending the completion of his return and refund. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the conditions as stated above and appreciate the swift response for assistance from both the Revdex.com and Sears. Since my request for assistance from Sears had been mishandled and sidelined since July 1...
with no end in sight, I am certain that had I not contacted the Revdex.com, this case would not have come to such a quick and successful conclusion. Thank you again, Revdex.com, for working on behalf of all consumers to access dependable and timely service.
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 currently.
Sincerely,
[redacted]
November 17, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted] Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her dissatisfaction with the cancellation of her layaway
and her...
subsequent request to have it reinstated and a refund for the
cancellation fee.It is unfortunate that we failed Ms. [redacted]’s
expectations when she recently used Kmart’s layaway services. We value her
patronage and can understand her frustration with the events detailed in her
letter. We can assure Ms. [redacted] that her
concerns have been forwarded to management for review so that we may improve
our services. It may be important to
mention, since Ms. [redacted] indicates that her layaway was cancelled due to a
delinquent payment, Kmart allows a seven day “grace period” before a layaway
account is cancelled for non-payment.
Additionally, layaway payment progression is an automatic process our
store managers and associates are unable to defer or change in any way. With that having been said we would be
willing to issue a $10.00 gift card to Ms. [redacted] as a good will gesture. We attempted to reach her at the telephone number
she provided to see if this offer would meet with her approval. However, we were unable to reach her or leave
a message. If Ms. [redacted] would like to
accept our gift card offer, she may contact Regulatory Complaint Specialist
[redacted] at [redacted] within fifteen business days from the date of this
letter. Until we have the opportunity to
speak with Ms. [redacted], we can only reiterate that we truly regret any
inconvenience she may have experienced. We
respectfully ask to have this matter closed pending Ms. [redacted] response, since
we have documented her concerns and proposed an equitable resolution. 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]
Initial Business Response /* (1000, 10, 2015/05/21) */
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding the inability...
to purchase an extra blade for a Craftsman electric mower.
I had the opportunity to speak with [redacted] this morning regarding his complaint, unfortunately when he spoke he had already returned the mower as he was unable to purchase an additional bladed. I have emailed our lawn and garden buyer to advise of the issue. I will provide [redacted] an update once I find out why he was unable to identify a blade for the mower. I do apologize to [redacted] for the inconvenience he encountered. That said, we ask that this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I've accepted this response because after the Revdex.com complaint I did finally receive my refund. All I wanted was my money back and regardless of how long it took and the hours and hours I spent on the phone I did in fact get my money back.
March 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] dissatisfaction with the availability of service for his refrigerator. ...
First, we would like to apologize to [redacted] for failing his expectations when he recently contacted Sears Home Services to repair his refrigerator. Furthermore, we understand how frustrating it can be when service is not readily available. Our appointments are scheduled on a first come, first served basis. Unfortunately, when [redacted] called to schedule an appointment, the soonest available date was two weeks out. Fortunately, the service unit was able to work with our Routing Department and move the appointment up to March 16, 2016. Our records show that the technician defrosted the coils that were frozen over and replaced a defrost control; completing the repair. In closing, we have documented that our scheduling process did not meet [redacted] expectations and we do compile this information to determine whether changes are warranted to best meet both our customers’ needs and our own business objectives. With that said, since we have forwarded [redacted] valuable feedback to the appropriate parties and completed the repair to his refrigerator, we ask to have this matter closed. Again, we apologize to [redacted] for this issue and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
August 3, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9456[redacted]- Barbara [redacted]
Dear Mrs. [redacted]:
We have completed our investigation of Ms. [redacted] complaint regarding her recent purchase.
Assistant Store Manager Joy [redacted]...
provided the following response:
We have spoken with Ms. [redacted] in regard to this issue and a refund was provided. We want to point out that the signs at a store undergoing liquidation make it clear that all sales are final. The receipt also notes this as well. However, an exception as made in Ms. [redacted] case as a courtesy. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
October 6, 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 his dishwasher repair....
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted] Upon researching Mr. [redacted] complaint, we found that he was scheduled for service on October 5, 2016; the appointment was moved up from October 19, 2016. However, the appointment was canceled on the day of service. Mr. [redacted] was contacted to see if he wished to reschedule and he advised that he had canceled the appointment because he had another service provider repair his dishwasher. In Mr. [redacted] complaint, he requested either the refund of the third-party repair cost or a refund of his protection agreement. As a courtesy, we are willing to provide Mr. [redacted] with the full refund of his Master Protection Agreement (MPA) with the understanding that the remaining coverage will be canceled. If Mr. [redacted] would like to accept the $139.99 refund, he can reply to [redacted] In the interim, since a fair resolution has been proposed, 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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the coverage of their Sears Appliance warranty. It is...
not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail. The second most common situation is when you have what is called “Boil Over”. This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter. It is also important to note that the pictures taken by the service technician show multiple scratches and pitting on the burner. This is due to improper use and maintenance and occurs over time and not all at once. Considering Ms. [redacted] statement in her complaint that her husband heard a drop of water hit the burner and then a loud pop it is conceivable that this situation is a little of both a stress fracture that broke through when the water or boil over occurred. Based on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage which is not covered under the terms and condition Section 13. c. Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature. We would like to point out that Ms. [redacted] cancelled her Master Protection Agreement (MPA) on the same day of service for her cook top, February 23, 2017 and was refunded the appropriate amount based on the Terms and Conditions of the MPA. Since Ms. [redacted] has cancelled the MPA and refunded for the time remaining and we have explained why repair of the cook top was not covered under the MPA we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] ...⇄ March 14, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted]’s complaint regarding service coverage under her Master Protection Agreement. It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail. The second most common situation is when you have what is called “Boil Over”. This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter. It is also important to note that the pictures taken by the service technician show multiple scratches and pitting on the burner. This is due to improper use and maintenance and occurs over time and not all at once. Considering Ms. [redacted] statement in her complaint that her husband heard a drop of water hit the burner and then a loud pop it is conceivable that this situation is a little of both a stress fracture that broke through when the water or boil over occurred. Based on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage which is not covered under the terms and condition Section 13. c. Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature. We would like to point out that Ms. [redacted] cancelled her Master Protection Agreement (MPA) on the same day of service for her cook top, February 23, 2017 and was refunded the appropriate amount based on the Terms and Conditions of the MPA. Since Ms. [redacted] has cancelled the MPA and refunded for the time remaining and we have explained why repair of the cook top was not covered under the MPA we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]
November 3, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Thomas [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the charges for a part he said was never...
installed on his tractor. We reviewed our records and did not find that we charged Mr. [redacted] for any part. We did though charge a labor fee that corresponded with replacing a solenoid. So we are not sure if he is asking for the portion of the labor fee that is above the diagnostic fee be refunded, or if there is a charge we are missing that is actually for the part. At this point, we are willing to just refund Mr. [redacted] in full for the tractor visit since it does not appear the technician actually determined what was wrong with the tractor and he did not seem to complete a repair. In order to process the refund, we do need Mr. [redacted] to provide the first 12 digits of the 16 digit Discover account number ending in [redacted]. He is welcome to email me at Dana.[redacted]@searshc.com or call me at [redacted] to get that information to me so that a refund can be processed. In the interim, since we are willing to refund Mr. [redacted] in full and are only pending his response in order to do so, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Tell us why here...December 21, 2017
M. [redacted]/Sherman
POB [redacted] Lilburn, GA 30048
Our File No: [redacted]
Via: UPS Ground
Via: 1st Class US Postage
Dear M. [redacted],
Thank you so much for your patience while I addressed your hvac issues. I have called the phone number that was...
supplied to the Revdex.com. That was [redacted]. I was told by the person who answered that I had the wrong number. I called the two other phone numbers we have in our system linked to your address, [redacted] and [redacted] and was once again told I had the wrong number.
At this time I am closing my file. It is impossible to reach you if you have failed to give the agency or us a valid phone number to reach you. On behalf of Sears Home Improvements (SHIP), please know we value you as a customer and appreciate your patronage. If you have any further questions or concerns, please contact me at 1-800-222-5030 extension [redacted] or via email at Jeanne.[redacted]@searshomepro.com.
Sincerely,
Jeanne [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Please note that I have also called their customer service number complaining about these emails and in fact, request to be removed from ALL lists...Thanks for looking into this matter.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am not causing this machine to flood. No one has been able to explain to me why the flooding happens intermittently. I do three steps: load the washer, put the prepackaged soap in the machine, and hit the start button. If I'm following the same steps every time why doesn't it flood all the time. Why is it just once in a while? It is so insulting to be blamed for something that isn't my fault. What more can I do? What step do I need to leave out. This machine is a lemon period!The problem with the machine started within the warranty period and wasn't repaired during the warranty period. They haven't done me any favors sending out technicians at no charge. In fact, Sears asked me to allow the 4th technician to come out because he was one of their best.I have never dealt with a company that has such poor customer service. No one returns calls and all they do is blame me, the customer. I've been inconvenienced for four months. I've cleaned up countless floods and lost four days of work waiting for a technician.I will never by another product from Sears and will do my best to warn the public to stay away from them too. It has been an extremely stressful situation.
Sincerely,
Jean G[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Jennifer [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her dishwasher. Brenda Pearson, Sears...
Home Services, Customer Advocate provided the following response: It is unfortunate that we failed Ms. [redacted] expectations when she called Sears for service on her dishwasher. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on August 9, 2016. While at the home the technician installed a previously ordered control assembly and control board. The unit was tested prior to the technician leaving the home and it was found to be operating as designed. Ms. [redacted] has my contact information and has agreed to contact me in the event she has any additional concerns. That said 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
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Kathy [redacted] #94553[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s rebuttal regarding Sears Home Services and repairs to her refrigerator.
Appliances are like cars and are released by manufacturers for a specific period of time. The Samsung RS25H5000SP/AA, was first released to market in early 2014 and was replaced in late December 2014. Food loss reimbursement is a benefit of the Master Protection Agreement (MPA) and is only payable once per calendar year. If the unit fails once more time and a Sears technician confirms the failure, I will provide Ms. [redacted] with a dollar for dollar store credit to be used to select a replacement refrigerator. All she needs to do is email me at Adam.[redacted]@searshc.com or contact me at 512/[redacted] and I will assist to ensure her satisfaction. That said, we ask that this complaint remain 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 26, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to return...
his purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Mr. [redacted] was provided clearly states the following: Most items have a return policy of 30 days from purchase but may vary by item. All returns require a receipt and may be looked up in the store. Restrictions Apply. See Sears.com, signs posted at registers, or an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions... REFUNDS AND EXCHANGES WILL NOT BE GIVEN WITHOUT RECEIPT”. Since Mr. [redacted] made his purchase on June 7, 2016, attempted to return the purchase without a receipt and then attempted to return it again with his receipt on June 13, 2016, he was clearly over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. [redacted] when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[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,
[redacted] D [redacted] took action and fixed the problem n I hope management did something with the little manager that offered no help at all!i told him I was going to cooperate n Revdex.com n he did not care n neither did the little blonde working in layaway! They both treated me like garbage!
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,
Tony [redacted]
February 14, 2017
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11959295 – Taylor [redacted]
Dear Ms. [redacted]:
We have been unable to complete the investigation of Mr. [redacted]’s complaint regarding the problem he encountered when he...
attempted to schedule service for his microwave.
We made attempts to contact Mr. [redacted] and left voicemails with our contact information. Since he has not responded, we are unable to resolve Mr. [redacted]’s issue until we have the opportunity to discuss the matter with him. He may contact me at [redacted]. In the interim, we will consider this matter closed, pending his response.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
December 18, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – John [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his online order experience...
and his request to return the merchandise. After researching this matter, we were able to confirm Mr. [redacted] request to return the merchandise within the 30 day return timeframe. Sears Home Delivery confirmed that the Online Business unit is unable to authorize the return and refund due to their system limitations. However, the return has been approved by Sears Home Delivery who contacted Mr. [redacted] to notify him of this resolution and arrange a return. Currently, the pickup of the product is scheduled for January 18, 2018, due to the upcoming holidays. Sears will continue to monitor this case until the return is completed and Mr. [redacted] is refunded. Should Mr. [redacted] have any questions, he may contact Sears Home Delivery directly at (888) 848-7292. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending the completion of his return and refund. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the conditions as stated above and appreciate the swift response for assistance from both the Revdex.com and Sears. Since my request for assistance from Sears had been mishandled and sidelined since July 1...
with no end in sight, I am certain that had I not contacted the Revdex.com, this case would not have come to such a quick and successful conclusion. Thank you again, Revdex.com, for working on behalf of all consumers to access dependable and timely service.
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 currently.
Sincerely,
[redacted]
November 17, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted] Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her dissatisfaction with the cancellation of her layaway
and her...
subsequent request to have it reinstated and a refund for the
cancellation fee.It is unfortunate that we failed Ms. [redacted]’s
expectations when she recently used Kmart’s layaway services. We value her
patronage and can understand her frustration with the events detailed in her
letter. We can assure Ms. [redacted] that her
concerns have been forwarded to management for review so that we may improve
our services. It may be important to
mention, since Ms. [redacted] indicates that her layaway was cancelled due to a
delinquent payment, Kmart allows a seven day “grace period” before a layaway
account is cancelled for non-payment.
Additionally, layaway payment progression is an automatic process our
store managers and associates are unable to defer or change in any way. With that having been said we would be
willing to issue a $10.00 gift card to Ms. [redacted] as a good will gesture. We attempted to reach her at the telephone number
she provided to see if this offer would meet with her approval. However, we were unable to reach her or leave
a message. If Ms. [redacted] would like to
accept our gift card offer, she may contact Regulatory Complaint Specialist
[redacted] at [redacted] within fifteen business days from the date of this
letter. Until we have the opportunity to
speak with Ms. [redacted], we can only reiterate that we truly regret any
inconvenience she may have experienced. We
respectfully ask to have this matter closed pending Ms. [redacted] response, since
we have documented her concerns and proposed an equitable resolution. 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]
Initial Business Response /* (1000, 10, 2015/05/21) */
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding the inability...
to purchase an extra blade for a Craftsman electric mower.
I had the opportunity to speak with [redacted] this morning regarding his complaint, unfortunately when he spoke he had already returned the mower as he was unable to purchase an additional bladed. I have emailed our lawn and garden buyer to advise of the issue. I will provide [redacted] an update once I find out why he was unable to identify a blade for the mower. I do apologize to [redacted] for the inconvenience he encountered. That said, we ask that this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I've accepted this response because after the Revdex.com complaint I did finally receive my refund. All I wanted was my money back and regardless of how long it took and the hours and hours I spent on the phone I did in fact get my money back.
March 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] dissatisfaction with the availability of service for his refrigerator. ...
First, we would like to apologize to [redacted] for failing his expectations when he recently contacted Sears Home Services to repair his refrigerator. Furthermore, we understand how frustrating it can be when service is not readily available. Our appointments are scheduled on a first come, first served basis. Unfortunately, when [redacted] called to schedule an appointment, the soonest available date was two weeks out. Fortunately, the service unit was able to work with our Routing Department and move the appointment up to March 16, 2016. Our records show that the technician defrosted the coils that were frozen over and replaced a defrost control; completing the repair. In closing, we have documented that our scheduling process did not meet [redacted] expectations and we do compile this information to determine whether changes are warranted to best meet both our customers’ needs and our own business objectives. With that said, since we have forwarded [redacted] valuable feedback to the appropriate parties and completed the repair to his refrigerator, we ask to have this matter closed. Again, we apologize to [redacted] for this issue and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
August 3, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9456[redacted]- Barbara [redacted]
Dear Mrs. [redacted]:
We have completed our investigation of Ms. [redacted] complaint regarding her recent purchase.
Assistant Store Manager Joy [redacted]...
provided the following response:
We have spoken with Ms. [redacted] in regard to this issue and a refund was provided. We want to point out that the signs at a store undergoing liquidation make it clear that all sales are final. The receipt also notes this as well. However, an exception as made in Ms. [redacted] case as a courtesy. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
October 6, 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 his dishwasher repair....
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted] Upon researching Mr. [redacted] complaint, we found that he was scheduled for service on October 5, 2016; the appointment was moved up from October 19, 2016. However, the appointment was canceled on the day of service. Mr. [redacted] was contacted to see if he wished to reschedule and he advised that he had canceled the appointment because he had another service provider repair his dishwasher. In Mr. [redacted] complaint, he requested either the refund of the third-party repair cost or a refund of his protection agreement. As a courtesy, we are willing to provide Mr. [redacted] with the full refund of his Master Protection Agreement (MPA) with the understanding that the remaining coverage will be canceled. If Mr. [redacted] would like to accept the $139.99 refund, he can reply to [redacted] In the interim, since a fair resolution has been proposed, 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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the coverage of their Sears Appliance warranty. It is...
not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail. The second most common situation is when you have what is called “Boil Over”. This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter. It is also important to note that the pictures taken by the service technician show multiple scratches and pitting on the burner. This is due to improper use and maintenance and occurs over time and not all at once. Considering Ms. [redacted] statement in her complaint that her husband heard a drop of water hit the burner and then a loud pop it is conceivable that this situation is a little of both a stress fracture that broke through when the water or boil over occurred. Based on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage which is not covered under the terms and condition Section 13. c. Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature. We would like to point out that Ms. [redacted] cancelled her Master Protection Agreement (MPA) on the same day of service for her cook top, February 23, 2017 and was refunded the appropriate amount based on the Terms and Conditions of the MPA. Since Ms. [redacted] has cancelled the MPA and refunded for the time remaining and we have explained why repair of the cook top was not covered under the MPA we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] ...⇄ March 14, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted]’s complaint regarding service coverage under her Master Protection Agreement. It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail. The second most common situation is when you have what is called “Boil Over”. This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter. It is also important to note that the pictures taken by the service technician show multiple scratches and pitting on the burner. This is due to improper use and maintenance and occurs over time and not all at once. Considering Ms. [redacted] statement in her complaint that her husband heard a drop of water hit the burner and then a loud pop it is conceivable that this situation is a little of both a stress fracture that broke through when the water or boil over occurred. Based on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage which is not covered under the terms and condition Section 13. c. Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature. We would like to point out that Ms. [redacted] cancelled her Master Protection Agreement (MPA) on the same day of service for her cook top, February 23, 2017 and was refunded the appropriate amount based on the Terms and Conditions of the MPA. Since Ms. [redacted] has cancelled the MPA and refunded for the time remaining and we have explained why repair of the cook top was not covered under the MPA we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]