May 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent order As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedIn this case, it seems that the word aluminum was added inadvertently to the descriptionOnce the error was reported, it was removed We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINPlacing an Order Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” As illustrated above, we do not guarantee that our site will be free from error [redacted] purchase was made in September, but the first contact we have on file regarding this issue was dated May 3, 2016, which is almost months laterOur return policy is only valid for days from the date of purchase so [redacted] would not be eligible to receive a refundHowever, as a courtesy, we have offered to provide [redacted] with a credit for half the cost of the bike if he will keep it as is and he acceptedAccordingly, a credit for $was processed to [redacted] account and it should reflect within 3-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
July 29, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] - Andrea [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her dissatisfaction with the multiple repair attempts on the microwave and her request for a replacement or refund Before going further, we would like to note that Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain termsIt specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period"It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall"We have researched Ms [redacted] 's service history, and under the aforementioned terms, she did not meet the criteria for replacement Our records indicate that the microwave was installed on January 21, and the manufacturer's warranty expired on January 21, Ms [redacted] contacted us on May 20, that the microwave was smoking and service was scheduled for May 27, The technician ordered a new transformer and installed it on June 4, Regrettably, the part received was defective so the tech had to reorder another transformerThe part was installed on June 8, and the service order was completedOn June 11, Ms [redacted] called again that the microwave was turning on by itself and service was scheduled for June 16, The technician found that the secondary switch was out of alignmentHe adjusted the switch and closed the service orderOn June 25, Ms [redacted] reported that the microwave is starting by itself again and service was scheduled for July 1, The technician ordered the main board, and door assembly parts and returned on July 20, to install the partsThe technician tested proper operation of the microwave and closed the service orderWith that being said, since the microwave has been repaired, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease 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
(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 refundAll 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
(The consumer indicated he/she ACCEPTED the response from the business.) I am waiting for the new chairs to come and when they do I will be completely satisfied
December 19, 2017Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Patricia [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding her recent purchase of a fridge.After reviewing Ms [redacted] complaint and our records, we contacted the selling store manager and were informed that a new fridge was ordered for Ms [redacted] It is our understanding that the fridge that Ms [redacted] selected had to be ordered out of our Richmond warehouse, which is over miles from our selling storeThe delivery fee was waived for Ms [redacted] In addition, the store upgraded Ms [redacted] to a more costly fridge and discounted $offAs far the request, we cannot honor her requestSince Ms [redacted] fridge was upgraded and replaced, we have closed our filed.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: imx integrated member experience
Complaint: [redacted] I am rejecting this response because: as I mentioned, there was no indication of a 30-day limit to installationAs I only moved into this house on August 15th from Germany and my husband was here only sporadically, for short periods before that, days was also not a reasonable time to both adjust the outlet unexpectedly and re-schedule an installationHad the time limit been made known, I would not have bought the appliances until I arrived hereAs it is, I consider this time limit only a convenient excuse to not provide service agreed upon and paid forThis inflexibility was what lead me to the complaint in the first place Sincerely, Nicole H***
January 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Joii LB [redacted] Dear [redacted] We have completed our investigation of MsB [redacted] complaint regarding her TV It was our understanding that M.s B [redacted] had accepted our offer to provide her with compensation in an amount equal to the value of a comparable TV A gift card for $was emailed to MsB [redacted] on November 22, 2017, fulfilling the terms of her contractAs such, we have closed our fileWe apologize to MsB [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [redacted]
November 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Thomas T [redacted] Dear [redacted] We have completed the investigation of MrT [redacted] complaint regarding his dissatisfaction that the repair of his refrigerator was not completed in a timely manner due to parts delay Firstly we would like to apologize for the inconvenience and disappointment that MrT [redacted] may have experiencedWe want to assure MrT [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherAccording to our records, the manufacturer’s standard one-year warranty on the refrigerator expired on June 24, and MrT [redacted] requested service on July 11, We would also like to note that the appliance warranty that MrT [redacted] purchased is held by [redacted] Services [redacted] Services would make the final decision on the qualification for the replacement of the refrigerator according to the terms of their agreement We reviewed the service order notes related to MrT [redacted] refrigeratorOn July 18, our technician ordered a compressor, UV drier and condenserOn August 1, the manufacturer notified us that the compressor was on backorderUnfortunately, the reality is that we are limited in what we can or cannot order, how long it takes, and how it is shipped, by the manufacturers that make and send the parts and we have very little control over thisWhen we are notified that a part is on backorder, our parts research team will reach out to alternate resources to locate the part soonerThe compressor shipped on August 23, and service was set for September 9, The technician reported that no one was home on September 9, and service was rescheduled for September 14, The technician installed the parts and completed the repairRegrettably, the next day MrT [redacted] reported that the refrigerator was still not coolingOn September 21, our technician reassessed the refrigerator and ordered a mainboard; the repair was completed on October 2, On October 11, MrT [redacted] reported that the refrigerator was not coolingWhen the technician arrived on October 17, he reported that the temperature in the refrigerator was degrees Fahrenheit and the temperature in the freezer was -degrees FahrenheitSince the refrigerator was working, the service order was closed On November 2, MrT [redacted] called and requested service again on the refrigerator; Service is set for November 10, We have reached out to the service unit for assistance and will monitor the repairHowever, MrT [redacted] would need to contact [redacted] Services regarding his appliance warranty and his request for a replacementWith that being said, since we have addressed the issue brought forth in MrT [redacted] complaint, we have closed our file We apologize to MrT [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his oven repair Upon receiving Mr [redacted] complaint, we reviewed our service system to confirm what repairs have been completed on his ovenOur records show that the baking element was replaced in Mr [redacted] oven on August 25, There was a second repair in May of 2016; the technician replaced the touch panel Unfortunately, the current repair needed (a new control board and touch panel) for Mr [redacted] oven is outside the 90-day service guarantee offered under the previous repair Furthermore, many things could have caused his control board and touch panel to fail during the ten months since the last repair was completed; for example, a power surge could easily have caused the aforementioned failure If Mr [redacted] elects to have his oven repaired, he will be financially responsible for the cost of parts and labor With that said, as a courtesy, we are willing to offer a 30% service refund if Mr [redacted] has Sears Home Services repair his oven; alternatively, if he decides to purchase a new oven from Sears, we could offer a 20% sales adjustment Mr [redacted] can send copies of either his Sears repair receipt or Sears purchase receipt to [redacted] if he accepts either offer In the interim, since a fair resolution has been proposed, we ask that this matter be closed We apologize to Mr [redacted] we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:The email they sent me today says will be refunded so if I'm right some money is missing , sears I can count so want what happen to that that's to be refunded And I'm not out the woods yet , it's still not in my account Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: "no longer provides" is not an acceptable response to an agreed upon service I expect the agreed upon service to be provided Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to mePlease have [redacted] at searshc.com send me the $Sears gift card to my home address: [redacted] Thank you for your help Sincerely, [redacted]
July 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 3rd rebuttal regarding the installation of her dishwasher and alleged damage done to her cabinet, floor, and ceiling We have received Ms [redacted] 3rd, and understand that she would Sears’ contact information The information is as follows: Sears Holdings [redacted] That being said, because we have provided Ms [redacted] with the information she requested, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
October 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #11768141–Doug [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding refrigerator repair Tech Manager Jason [redacted] has spoken with Mr [redacted] in regard to this issueAdditional parts have been ordered and they will be installed once arrivedMr [redacted] was provided with Jason’s phone number to call when the parts arrive so that they can be installed We want to apologize to Mr [redacted] for any inconvenience and let him know that we will address the issues he raised with how our technician treated himIn 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was assessed for service even though in the end, the refrigerator was not repairable After reviewing [redacted] service history, we would agree with him that the fee we should have assessed is $plus $tax as this would cover our fee to provide an estimateAfter attempting to repair we ended up providing an assessment that the refrigerator was damaged in such a way that it could not be repaired and as such, it would be reasonable to remove the fees we incurred while attempting to repair itThis means instead of collecting $for the repair, we should only have held back $107.17, leaving [redacted] with a refund of $Our records indicate that we have already provided $of that back, and we are willing to refund the remaining $56.28; however, to do so, we need [redacted] full [redacted] account number ending in [redacted] We realize this was previously asked for when the other credit was processed in August, but our systems do not retain that number so that we are compliant with Payment Card Industry standards [redacted] can contact me via email a [redacted] or phone at [redacted] to provide the other digits of the credit card number (we do NOT need the expiration date or the security code on the back)In the interim, since we are willing to provide the refund as soon as we receive that information, we have closed our file We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding the tax she was charged on the deductible she paid for a service appointment recently Home Warranty contracts are subject to sales tax in the state of Arkansas Per-visit "deductibles" are generally considered to be an additional cost of the underlying Home Warranty and therefore also subject to sales tax, the same as the initial payment made by the Home Warranty owner We find no Arkansas law that would make the deductible non-taxable If, as Ms [redacted] suggested, there had been no deductible to be collected under the terms of her Home Warranty, then there would be no additional payment on the warranty to be taxed and no sales tax would have been charged The parts and labor used to make the repairs under her warranty are not subject to sales tax, however, even if their cost exceeds the $deductible, and that is the trade-off that the state is makingDespite the fact that we find that the tax was charged correctly, we have issued a check for the amount Ms [redacted] was seeking as a customer courtesyThis check should arrive within 10-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered 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 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, Lee ***
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - George [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with his Kenmore washer and his request to receive a replacement It is important to note that the Master Protection Agreement states that a replacement will be authorized if we are unable to repair the product due to unavailable functional partsThe No Lemon Guarantee states: NO LEMON GUARANTEEIn accordance with the foregoing provisions, at your request we will replace your Covered Product under this MPA after three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallMr [redacted] has had no mechanical faliures of this washer Mr [redacted] has a Top Loading High Efficiency Low-water washerWhile the analogy of a car might not be totally appropriate, all things mechanical require proper occasional maintenance and the use of specific types of products to keep them running properlyA washer is a piece of mechanical equipment that requires regular monthly maintenanceThe exact monthly maintenance actions are detailed on pages and of Mr [redacted] owner’s manualThere is also a Troubleshooting section in his owner’s manual that specifically addresses the issues Mr [redacted] is experiencing and all are customer usage issues With that being said Mr [redacted] is correct that there have been several service orders in the last days all have been customer instruction issuesIt was found that Mr [redacted] has been over loading his washer and using too much soapIt is important to note that Mr [redacted] has been instructed to use only High Efficiency Low Sudsing laundry soap which again is listed in his owner’s manualOur service technicians have found no mechanical failures with the washer despite multiple diagnosticsIt was also found that the machine has an excess of suds buildup on its components this is due to not using High Efficiency Low Sudsing laundry soapNot only will improper soap usage cause buildup on the components of the washer but it will also leave undissolved soap on the clothes which is the white residue Mr [redacted] is seeingIt is our conclusions that if Mr [redacted] continues to use the incorrect soap as well as incorrect loading he will continue to see the same problemsWe recommend that Mr [redacted] follow the instruction regarding the monthly cleaning and maintenance for his washer that is listed in his owner’s manual starting on page Depending on how long the washer has been run without the monthly maintenance and the improper soap it can take several washer cleaning cycles before all the buildup is dissolved Since we have explained that Mr [redacted] washer issues are due to his improper use as stated in his owner’s manual we will not be honoring his request for a replacement and have closed our case 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, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] @searshc.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 Sincerely, Susan [redacted] Finally I got a rapid response and great service from the technicianThank you Betty [redacted] and John the technician!! Sears should let Betty lead a customer service seminar for the people who answer the calls
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] rebuttal complaint regarding Sears Home Services and repairs to his lawn equipment Repairs to both o [redacted] items were completed on November 6, There is a credit in the amount of $that was processed back to [redacted] card ending in [redacted] that was processed on October 21th, that should have already posted to his accountAdditionally a $bank check was also processed on October 21th, which should be received any day if it has not alreadySince we have noted the completed repairs to [redacted] mower and tractor and have also confirmed the aforementioned credits, we ask that this complaint remain closedWe 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]
May 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent order As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedIn this case, it seems that the word aluminum was added inadvertently to the descriptionOnce the error was reported, it was removed We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINPlacing an Order Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” As illustrated above, we do not guarantee that our site will be free from error [redacted] purchase was made in September, but the first contact we have on file regarding this issue was dated May 3, 2016, which is almost months laterOur return policy is only valid for days from the date of purchase so [redacted] would not be eligible to receive a refundHowever, as a courtesy, we have offered to provide [redacted] with a credit for half the cost of the bike if he will keep it as is and he acceptedAccordingly, a credit for $was processed to [redacted] account and it should reflect within 3-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
July 29, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] - Andrea [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her dissatisfaction with the multiple repair attempts on the microwave and her request for a replacement or refund Before going further, we would like to note that Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain termsIt specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period"It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall"We have researched Ms [redacted] 's service history, and under the aforementioned terms, she did not meet the criteria for replacement Our records indicate that the microwave was installed on January 21, and the manufacturer's warranty expired on January 21, Ms [redacted] contacted us on May 20, that the microwave was smoking and service was scheduled for May 27, The technician ordered a new transformer and installed it on June 4, Regrettably, the part received was defective so the tech had to reorder another transformerThe part was installed on June 8, and the service order was completedOn June 11, Ms [redacted] called again that the microwave was turning on by itself and service was scheduled for June 16, The technician found that the secondary switch was out of alignmentHe adjusted the switch and closed the service orderOn June 25, Ms [redacted] reported that the microwave is starting by itself again and service was scheduled for July 1, The technician ordered the main board, and door assembly parts and returned on July 20, to install the partsThe technician tested proper operation of the microwave and closed the service orderWith that being said, since the microwave has been repaired, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease 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
(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 refundAll 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
(The consumer indicated he/she ACCEPTED the response from the business.) I am waiting for the new chairs to come and when they do I will be completely satisfied
December 19, 2017Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Patricia [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding her recent purchase of a fridge.After reviewing Ms [redacted] complaint and our records, we contacted the selling store manager and were informed that a new fridge was ordered for Ms [redacted] It is our understanding that the fridge that Ms [redacted] selected had to be ordered out of our Richmond warehouse, which is over miles from our selling storeThe delivery fee was waived for Ms [redacted] In addition, the store upgraded Ms [redacted] to a more costly fridge and discounted $offAs far the request, we cannot honor her requestSince Ms [redacted] fridge was upgraded and replaced, we have closed our filed.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: imx integrated member experience
Complaint: [redacted] I am rejecting this response because: as I mentioned, there was no indication of a 30-day limit to installationAs I only moved into this house on August 15th from Germany and my husband was here only sporadically, for short periods before that, days was also not a reasonable time to both adjust the outlet unexpectedly and re-schedule an installationHad the time limit been made known, I would not have bought the appliances until I arrived hereAs it is, I consider this time limit only a convenient excuse to not provide service agreed upon and paid forThis inflexibility was what lead me to the complaint in the first place Sincerely, Nicole H***
January 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Joii LB [redacted] Dear [redacted] We have completed our investigation of MsB [redacted] complaint regarding her TV It was our understanding that M.s B [redacted] had accepted our offer to provide her with compensation in an amount equal to the value of a comparable TV A gift card for $was emailed to MsB [redacted] on November 22, 2017, fulfilling the terms of her contractAs such, we have closed our fileWe apologize to MsB [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [redacted]
November 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Thomas T [redacted] Dear [redacted] We have completed the investigation of MrT [redacted] complaint regarding his dissatisfaction that the repair of his refrigerator was not completed in a timely manner due to parts delay Firstly we would like to apologize for the inconvenience and disappointment that MrT [redacted] may have experiencedWe want to assure MrT [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherAccording to our records, the manufacturer’s standard one-year warranty on the refrigerator expired on June 24, and MrT [redacted] requested service on July 11, We would also like to note that the appliance warranty that MrT [redacted] purchased is held by [redacted] Services [redacted] Services would make the final decision on the qualification for the replacement of the refrigerator according to the terms of their agreement We reviewed the service order notes related to MrT [redacted] refrigeratorOn July 18, our technician ordered a compressor, UV drier and condenserOn August 1, the manufacturer notified us that the compressor was on backorderUnfortunately, the reality is that we are limited in what we can or cannot order, how long it takes, and how it is shipped, by the manufacturers that make and send the parts and we have very little control over thisWhen we are notified that a part is on backorder, our parts research team will reach out to alternate resources to locate the part soonerThe compressor shipped on August 23, and service was set for September 9, The technician reported that no one was home on September 9, and service was rescheduled for September 14, The technician installed the parts and completed the repairRegrettably, the next day MrT [redacted] reported that the refrigerator was still not coolingOn September 21, our technician reassessed the refrigerator and ordered a mainboard; the repair was completed on October 2, On October 11, MrT [redacted] reported that the refrigerator was not coolingWhen the technician arrived on October 17, he reported that the temperature in the refrigerator was degrees Fahrenheit and the temperature in the freezer was -degrees FahrenheitSince the refrigerator was working, the service order was closed On November 2, MrT [redacted] called and requested service again on the refrigerator; Service is set for November 10, We have reached out to the service unit for assistance and will monitor the repairHowever, MrT [redacted] would need to contact [redacted] Services regarding his appliance warranty and his request for a replacementWith that being said, since we have addressed the issue brought forth in MrT [redacted] complaint, we have closed our file We apologize to MrT [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his oven repair Upon receiving Mr [redacted] complaint, we reviewed our service system to confirm what repairs have been completed on his ovenOur records show that the baking element was replaced in Mr [redacted] oven on August 25, There was a second repair in May of 2016; the technician replaced the touch panel Unfortunately, the current repair needed (a new control board and touch panel) for Mr [redacted] oven is outside the 90-day service guarantee offered under the previous repair Furthermore, many things could have caused his control board and touch panel to fail during the ten months since the last repair was completed; for example, a power surge could easily have caused the aforementioned failure If Mr [redacted] elects to have his oven repaired, he will be financially responsible for the cost of parts and labor With that said, as a courtesy, we are willing to offer a 30% service refund if Mr [redacted] has Sears Home Services repair his oven; alternatively, if he decides to purchase a new oven from Sears, we could offer a 20% sales adjustment Mr [redacted] can send copies of either his Sears repair receipt or Sears purchase receipt to [redacted] if he accepts either offer In the interim, since a fair resolution has been proposed, we ask that this matter be closed We apologize to Mr [redacted] we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:The email they sent me today says will be refunded so if I'm right some money is missing , sears I can count so want what happen to that that's to be refunded And I'm not out the woods yet , it's still not in my account Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: "no longer provides" is not an acceptable response to an agreed upon service I expect the agreed upon service to be provided Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to mePlease have [redacted] at searshc.com send me the $Sears gift card to my home address: [redacted] Thank you for your help Sincerely, [redacted]
July 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 3rd rebuttal regarding the installation of her dishwasher and alleged damage done to her cabinet, floor, and ceiling We have received Ms [redacted] 3rd, and understand that she would Sears’ contact information The information is as follows: Sears Holdings [redacted] That being said, because we have provided Ms [redacted] with the information she requested, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
October 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #11768141–Doug [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding refrigerator repair Tech Manager Jason [redacted] has spoken with Mr [redacted] in regard to this issueAdditional parts have been ordered and they will be installed once arrivedMr [redacted] was provided with Jason’s phone number to call when the parts arrive so that they can be installed We want to apologize to Mr [redacted] for any inconvenience and let him know that we will address the issues he raised with how our technician treated himIn 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was assessed for service even though in the end, the refrigerator was not repairable After reviewing [redacted] service history, we would agree with him that the fee we should have assessed is $plus $tax as this would cover our fee to provide an estimateAfter attempting to repair we ended up providing an assessment that the refrigerator was damaged in such a way that it could not be repaired and as such, it would be reasonable to remove the fees we incurred while attempting to repair itThis means instead of collecting $for the repair, we should only have held back $107.17, leaving [redacted] with a refund of $Our records indicate that we have already provided $of that back, and we are willing to refund the remaining $56.28; however, to do so, we need [redacted] full [redacted] account number ending in [redacted] We realize this was previously asked for when the other credit was processed in August, but our systems do not retain that number so that we are compliant with Payment Card Industry standards [redacted] can contact me via email a [redacted] or phone at [redacted] to provide the other digits of the credit card number (we do NOT need the expiration date or the security code on the back)In the interim, since we are willing to provide the refund as soon as we receive that information, we have closed our file We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding the tax she was charged on the deductible she paid for a service appointment recently Home Warranty contracts are subject to sales tax in the state of Arkansas Per-visit "deductibles" are generally considered to be an additional cost of the underlying Home Warranty and therefore also subject to sales tax, the same as the initial payment made by the Home Warranty owner We find no Arkansas law that would make the deductible non-taxable If, as Ms [redacted] suggested, there had been no deductible to be collected under the terms of her Home Warranty, then there would be no additional payment on the warranty to be taxed and no sales tax would have been charged The parts and labor used to make the repairs under her warranty are not subject to sales tax, however, even if their cost exceeds the $deductible, and that is the trade-off that the state is makingDespite the fact that we find that the tax was charged correctly, we have issued a check for the amount Ms [redacted] was seeking as a customer courtesyThis check should arrive within 10-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered 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 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, Lee ***
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - George [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with his Kenmore washer and his request to receive a replacement It is important to note that the Master Protection Agreement states that a replacement will be authorized if we are unable to repair the product due to unavailable functional partsThe No Lemon Guarantee states: NO LEMON GUARANTEEIn accordance with the foregoing provisions, at your request we will replace your Covered Product under this MPA after three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallMr [redacted] has had no mechanical faliures of this washer Mr [redacted] has a Top Loading High Efficiency Low-water washerWhile the analogy of a car might not be totally appropriate, all things mechanical require proper occasional maintenance and the use of specific types of products to keep them running properlyA washer is a piece of mechanical equipment that requires regular monthly maintenanceThe exact monthly maintenance actions are detailed on pages and of Mr [redacted] owner’s manualThere is also a Troubleshooting section in his owner’s manual that specifically addresses the issues Mr [redacted] is experiencing and all are customer usage issues With that being said Mr [redacted] is correct that there have been several service orders in the last days all have been customer instruction issuesIt was found that Mr [redacted] has been over loading his washer and using too much soapIt is important to note that Mr [redacted] has been instructed to use only High Efficiency Low Sudsing laundry soap which again is listed in his owner’s manualOur service technicians have found no mechanical failures with the washer despite multiple diagnosticsIt was also found that the machine has an excess of suds buildup on its components this is due to not using High Efficiency Low Sudsing laundry soapNot only will improper soap usage cause buildup on the components of the washer but it will also leave undissolved soap on the clothes which is the white residue Mr [redacted] is seeingIt is our conclusions that if Mr [redacted] continues to use the incorrect soap as well as incorrect loading he will continue to see the same problemsWe recommend that Mr [redacted] follow the instruction regarding the monthly cleaning and maintenance for his washer that is listed in his owner’s manual starting on page Depending on how long the washer has been run without the monthly maintenance and the improper soap it can take several washer cleaning cycles before all the buildup is dissolved Since we have explained that Mr [redacted] washer issues are due to his improper use as stated in his owner’s manual we will not be honoring his request for a replacement and have closed our case 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, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] @searshc.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 Sincerely, Susan [redacted] Finally I got a rapid response and great service from the technicianThank you Betty [redacted] and John the technician!! Sears should let Betty lead a customer service seminar for the people who answer the calls
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] rebuttal complaint regarding Sears Home Services and repairs to his lawn equipment Repairs to both o [redacted] items were completed on November 6, There is a credit in the amount of $that was processed back to [redacted] card ending in [redacted] that was processed on October 21th, that should have already posted to his accountAdditionally a $bank check was also processed on October 21th, which should be received any day if it has not alreadySince we have noted the completed repairs to [redacted] mower and tractor and have also confirmed the aforementioned credits, we ask that this complaint remain closedWe 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]