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
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
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,
Stephen & Au F[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]
May 3, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
*
[redacted] [redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.
We have...
received [redacted] complaint and apologize for any inconveniences he may have experienced. We reached out to the [redacted] Auto Center Manager for unit# [redacted] who states that the bellows boot was not installed correctly and over time led to rust on the Tie Rods we replaced. [redacted] was at the dealer getting a TPMS light reset and they pointed this out and he replaced both sides. Our auto center only did the left side. We refunded what [redacted] had paid with us due to the fact that the dealer had to replace what we did. We therefore refunded [redacted] $480.00 plus $35.00 to cover rental fees. That being said, because we have provided [redacted] with his requested resolution, we respectfully request 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]
Regulatory Complaints Specialist
[redacted]
[redacted]
Initial Business Response /* (1000, 10, 2015/04/12) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
April 12, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction that her refrigerator failed sooner than she expected.
We apologize that [redacted] refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We would like to note that [redacted] refrigerator from one of our outlet stores on March 20, 2015 and she is currently with in her return or exchange period. That being said, our technician came to repair the refrigerator on April 10, 2015 and found that the refrigerator is not freezing well and that he compressor is loud. No parts were ordered as [redacted] opted instead for a replacement. Our offices are able to provide [redacted] with a replacement, however, she should be aware that it will be a dollar for dollar replacement. [redacted] originally purchased this refrigerator for $1,472.43 and she has this amount to use towards the purchase of a new refrigerator. Her same refrigerator, item# [redacted] currently sells for $2,999.99. [redacted] is able to go to her local store to pick another unit or she can pay the price difference for this refrigerator and our offices will ring the exchange for her. Once she has decided upon which unit she would like, she can email [redacted] at [redacted] or call [redacted] and I will ring the exchange for her. That being said, because we are in the process of replacing [redacted] refrigerator, we have closed our file.
Again, 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.
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 12037740 - Rosaura [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding her [redacted] range. It is important to note that Sears...
did not install Ms. [redacted]’s range or the cooktop. Sears was first contacted by Ms. [redacted] on February 22, 2017 for an alleged internal gas leak of the cook top as reported to her by her plumber. On February 23, 2017 we found that the gas leak was at the supply tube and not from the cook top. Ms. [redacted] was informed that since the leak was at the supply source she would need to have this fixed by a plumber or her gas company and that this issue was not covered under warranty since it was not part of the cook top. On March 8, 2017 Ms. [redacted] contacted Sears to repair a failed regulator. Our service technician found that the regulator was damaged and was pinched into the cook top at that main connection. We believe this damage occurred at the time of install. Our service technician did order a new regulator for Ms. [redacted] at no charge as a curtesy only. Since the regulator shows signs of being crimped too tightly Sears would have been in our rights to have charged Ms. [redacted] for this part which is approximately $90.00. Since the regulator was obviously damaged it is not covered under the manufacture warranty which states: “For one year from the date of sale this appliance is warranted against defects in material or workmanship when it is correctly installed, operated and maintained according to all supplied instructions.” The repair is not covered under the warranty sine the cook top was not installed correctly. Since we have addressed Ms. [redacted]’s issue and explained why Sears is not honoring her request to pay for her plumber to re-install the cook top correctly 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, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
September 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Pierre G. B[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. B[redacted] complaint regarding his washer repair....
It is regrettable that we failed Mr. B[redacted] expectations when he recently contacted Sears Home Services to repair his washer. Upon reviewing Mr. B[redacted] service history, we found that he originally called to schedule a washer repair on May 8, 2017. The technician examined his washer on May 12, 2017, and he found that the bellow and dispenser needed to be replaced. The parts were ordered and subsequently installed on May 22, 2017. Approximately one month later on June 21, 2017, another service call was scheduled. When the technician arrived at Mr. B[redacted] home on July 10, 2017, he was advised by Mr. B[redacted] that he wanted to cancel the appointment. The appointment was not rescheduled and we have no record of Mr. B[redacted] calling to report any ongoing issues with his washer. While we empathize with Mr. B[redacted] we are unable to honor his request for a refund. The repair he had completed in May, carried a 90-day service warranty and a follow-up repair could have been completed at no cost during that warranty period; however, a refund would not have been an option even at that time. Now that the service warranty has lapsed, neither a covered repair nor a refund is available to Mr. B[redacted] Since we have explained why will not be able to accommodate Mr. B[redacted] request for a refund, we have closed our file. We appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
January 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his washer. Upon researching Mr. [redacted] concerns, we found that a Sears technician examined the washer on January 11, 2017. The notes indicate that he found the washing times to be normal; no error codes were found. While we understand that Mr. [redacted] is dissatisfied with his washer, the unit was purchased approximately nine months ago. Per Sears’ Return Policy, Mr. [redacted] was entitled to an exchange or a refund within the first 30 days. Now that so much time has passed, he is only entitled to a repair under the manufacturer’s one-year warranty. At this time, since we have confirmed that the washer is working to the manufacturer’s specifications, we have closed our file. Again, we apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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]
January 4, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted]– Margo E. S[redacted] Dear [redacted] We have...
completed our investigation of Ms. S[redacted] complaint regarding her TV. Ms. S[redacted] was contacted and an offer was made to send her a check for the value of comparable replacement, which she accepted. Since this fulfills our obligation under the terms of her contract, we have closed our file. We apologize to Ms. S[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]
March 21, 2017 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Mona S. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint indicating the delay she had encountered in receiving...
service on her washer. Our records indicate that the service was completed on the washer on March 4, 2017. Since that time, Ms. [redacted] also called in to set preventative maintenance checks on several of her items. One call on her dryer is happening today and she has calls scheduled for her treadmill and garage door for March 27th. Since the original service calls have been completed, 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
January 11, 2018 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Bonnie S. [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and her request for a refund of a replacement order. After reviewing the notes in the order, we found that Sears Online issued a refund on December 29, 2017. For Ms. [redacted] records the return receipt number [redacted] and [redacted]. The refund was issued back to the same form of payment originally used on the order. Credit normally posts within 3 to 5 business days to the account or it is dependent upon the financial institution. Since a refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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
October 24, 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]’s rebuttal to our previous response. Mr. [redacted] has been advised several times by the franchise owner that he will not be refunded. Unfortunately, we are unable to obtrude upon that decision. Mr. [redacted] states that he cleaned his carpet using a shampooer that he had rented; this action voided “Sears Service Guarantee”. Also, it is noted on the invoice that due to the condition of Mr. [redacted]’s carpet, the results would not be guaranteed. Since Mr. [redacted] has not provided any new information and the franchise owner is adamant that no refund will be provided, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
June 3, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Ms. [redacted] complaint regarding her dissatisfaction that the ice maker in her...
refrigerator has been repaired multiple times and it continues to have the same issue.
We apologize for the delay in responding to this complaint. We reviewed the service history on Ms. [redacted] refrigerator and confirmed that she reported the ice maker issue on September 6, 2016 and it has been serviced several times. Our records indicate that we currently are servicing Ms. [redacted] refrigerator again. Since Ms. [redacted] purchased the refrigerator at our Sears Home Appliance Store, we forwarded this matter to the District Store Manager to assist and are currently awaiting his response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted]
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]
December 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 1[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience...
and request to have the merchandise picked up and a new watch shipped to her. It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that Sears Online issued an electronic return label for Ms. [redacted] to ship the item back. To resolve this matter, we have processed a full refund of $10.55 back to her Visa account on December 22, 2016. For Ms. [redacted] records the return receipt number is [redacted]. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered with the repair of his recently purchased...
[redacted] treadmill and his request for a refund on the delivery fee due to the issues. As for clarification the service and warranty is held by [redacted] through [redacted]. Upon receipt of [redacted] complaint we reached out to [redacted] Retail Manager Support for [redacted], to assist with his complaint. [redacted] reviewed the information and stated that she has authorized for reimbursement of the delivery fee of $169.00 to [redacted] He should receive the reimbursement from [redacted] within 10 – 15 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, 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] 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. Adam stepped up the plate and corrected this issue, with the help of the store manager, Robert, as well. They did in fact provide me with an $80 credit for the food that went to waste due to the defective unit. They also offered a free new (in box) working refrigerator unit which was delivered on 10/24. I can confirm that this new unit is properly working. They were however unable to accommodate my request to have $120 returned/paid to me for missed work and also the $290 that I requested for storage fees. But, a refund and new fridge makes up for this. I'm happy with this outcome.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this matter is still pending resolution from Sears. The fact that they have transferred the complaint to their claims company is not satisfactory to me. Their resolution will be satisfactory to me after they reimburse the expenses that I paid to fix the problems their contractor that installed the HVAC caused to my ceiling and the unit itself.
Sincerely,
[redacted]
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
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
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,
Stephen & Au F[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]
May 3, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
*
[redacted] [redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.
We have...
received [redacted] complaint and apologize for any inconveniences he may have experienced. We reached out to the [redacted] Auto Center Manager for unit# [redacted] who states that the bellows boot was not installed correctly and over time led to rust on the Tie Rods we replaced. [redacted] was at the dealer getting a TPMS light reset and they pointed this out and he replaced both sides. Our auto center only did the left side. We refunded what [redacted] had paid with us due to the fact that the dealer had to replace what we did. We therefore refunded [redacted] $480.00 plus $35.00 to cover rental fees. That being said, because we have provided [redacted] with his requested resolution, we respectfully request 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]
Regulatory Complaints Specialist
[redacted]
[redacted]
Initial Business Response /* (1000, 10, 2015/04/12) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
April 12, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction that her refrigerator failed sooner than she expected.
We apologize that [redacted] refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We would like to note that [redacted] refrigerator from one of our outlet stores on March 20, 2015 and she is currently with in her return or exchange period. That being said, our technician came to repair the refrigerator on April 10, 2015 and found that the refrigerator is not freezing well and that he compressor is loud. No parts were ordered as [redacted] opted instead for a replacement. Our offices are able to provide [redacted] with a replacement, however, she should be aware that it will be a dollar for dollar replacement. [redacted] originally purchased this refrigerator for $1,472.43 and she has this amount to use towards the purchase of a new refrigerator. Her same refrigerator, item# [redacted] currently sells for $2,999.99. [redacted] is able to go to her local store to pick another unit or she can pay the price difference for this refrigerator and our offices will ring the exchange for her. Once she has decided upon which unit she would like, she can email [redacted] at [redacted] or call [redacted] and I will ring the exchange for her. That being said, because we are in the process of replacing [redacted] refrigerator, we have closed our file.
Again, 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.
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 12037740 - Rosaura [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding her [redacted] range. It is important to note that Sears...
did not install Ms. [redacted]’s range or the cooktop. Sears was first contacted by Ms. [redacted] on February 22, 2017 for an alleged internal gas leak of the cook top as reported to her by her plumber. On February 23, 2017 we found that the gas leak was at the supply tube and not from the cook top. Ms. [redacted] was informed that since the leak was at the supply source she would need to have this fixed by a plumber or her gas company and that this issue was not covered under warranty since it was not part of the cook top. On March 8, 2017 Ms. [redacted] contacted Sears to repair a failed regulator. Our service technician found that the regulator was damaged and was pinched into the cook top at that main connection. We believe this damage occurred at the time of install. Our service technician did order a new regulator for Ms. [redacted] at no charge as a curtesy only. Since the regulator shows signs of being crimped too tightly Sears would have been in our rights to have charged Ms. [redacted] for this part which is approximately $90.00. Since the regulator was obviously damaged it is not covered under the manufacture warranty which states: “For one year from the date of sale this appliance is warranted against defects in material or workmanship when it is correctly installed, operated and maintained according to all supplied instructions.” The repair is not covered under the warranty sine the cook top was not installed correctly. Since we have addressed Ms. [redacted]’s issue and explained why Sears is not honoring her request to pay for her plumber to re-install the cook top correctly 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, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
September 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Pierre G. B[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. B[redacted] complaint regarding his washer repair....
It is regrettable that we failed Mr. B[redacted] expectations when he recently contacted Sears Home Services to repair his washer. Upon reviewing Mr. B[redacted] service history, we found that he originally called to schedule a washer repair on May 8, 2017. The technician examined his washer on May 12, 2017, and he found that the bellow and dispenser needed to be replaced. The parts were ordered and subsequently installed on May 22, 2017. Approximately one month later on June 21, 2017, another service call was scheduled. When the technician arrived at Mr. B[redacted] home on July 10, 2017, he was advised by Mr. B[redacted] that he wanted to cancel the appointment. The appointment was not rescheduled and we have no record of Mr. B[redacted] calling to report any ongoing issues with his washer. While we empathize with Mr. B[redacted] we are unable to honor his request for a refund. The repair he had completed in May, carried a 90-day service warranty and a follow-up repair could have been completed at no cost during that warranty period; however, a refund would not have been an option even at that time. Now that the service warranty has lapsed, neither a covered repair nor a refund is available to Mr. B[redacted] Since we have explained why will not be able to accommodate Mr. B[redacted] request for a refund, we have closed our file. We appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
January 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his washer. Upon researching Mr. [redacted] concerns, we found that a Sears technician examined the washer on January 11, 2017. The notes indicate that he found the washing times to be normal; no error codes were found. While we understand that Mr. [redacted] is dissatisfied with his washer, the unit was purchased approximately nine months ago. Per Sears’ Return Policy, Mr. [redacted] was entitled to an exchange or a refund within the first 30 days. Now that so much time has passed, he is only entitled to a repair under the manufacturer’s one-year warranty. At this time, since we have confirmed that the washer is working to the manufacturer’s specifications, we have closed our file. Again, we apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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]
January 4, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted]– Margo E. S[redacted] Dear [redacted] We have...
completed our investigation of Ms. S[redacted] complaint regarding her TV. Ms. S[redacted] was contacted and an offer was made to send her a check for the value of comparable replacement, which she accepted. Since this fulfills our obligation under the terms of her contract, we have closed our file. We apologize to Ms. S[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]
March 21, 2017 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Mona S. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint indicating the delay she had encountered in receiving...
service on her washer. Our records indicate that the service was completed on the washer on March 4, 2017. Since that time, Ms. [redacted] also called in to set preventative maintenance checks on several of her items. One call on her dryer is happening today and she has calls scheduled for her treadmill and garage door for March 27th. Since the original service calls have been completed, 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
January 11, 2018 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Bonnie S. [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and her request for a refund of a replacement order. After reviewing the notes in the order, we found that Sears Online issued a refund on December 29, 2017. For Ms. [redacted] records the return receipt number [redacted] and [redacted]. The refund was issued back to the same form of payment originally used on the order. Credit normally posts within 3 to 5 business days to the account or it is dependent upon the financial institution. Since a refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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
October 24, 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]’s rebuttal to our previous response. Mr. [redacted] has been advised several times by the franchise owner that he will not be refunded. Unfortunately, we are unable to obtrude upon that decision. Mr. [redacted] states that he cleaned his carpet using a shampooer that he had rented; this action voided “Sears Service Guarantee”. Also, it is noted on the invoice that due to the condition of Mr. [redacted]’s carpet, the results would not be guaranteed. Since Mr. [redacted] has not provided any new information and the franchise owner is adamant that no refund will be provided, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
June 3, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Ms. [redacted] complaint regarding her dissatisfaction that the ice maker in her...
refrigerator has been repaired multiple times and it continues to have the same issue.
We apologize for the delay in responding to this complaint. We reviewed the service history on Ms. [redacted] refrigerator and confirmed that she reported the ice maker issue on September 6, 2016 and it has been serviced several times. Our records indicate that we currently are servicing Ms. [redacted] refrigerator again. Since Ms. [redacted] purchased the refrigerator at our Sears Home Appliance Store, we forwarded this matter to the District Store Manager to assist and are currently awaiting his response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted]
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]
December 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 1[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience...
and request to have the merchandise picked up and a new watch shipped to her. It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that Sears Online issued an electronic return label for Ms. [redacted] to ship the item back. To resolve this matter, we have processed a full refund of $10.55 back to her Visa account on December 22, 2016. For Ms. [redacted] records the return receipt number is [redacted]. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered with the repair of his recently purchased...
[redacted] treadmill and his request for a refund on the delivery fee due to the issues. As for clarification the service and warranty is held by [redacted] through [redacted]. Upon receipt of [redacted] complaint we reached out to [redacted] Retail Manager Support for [redacted], to assist with his complaint. [redacted] reviewed the information and stated that she has authorized for reimbursement of the delivery fee of $169.00 to [redacted] He should receive the reimbursement from [redacted] within 10 – 15 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, 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] 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. Adam stepped up the plate and corrected this issue, with the help of the store manager, Robert, as well. They did in fact provide me with an $80 credit for the food that went to waste due to the defective unit. They also offered a free new (in box) working refrigerator unit which was delivered on 10/24. I can confirm that this new unit is properly working. They were however unable to accommodate my request to have $120 returned/paid to me for missed work and also the $290 that I requested for storage fees. But, a refund and new fridge makes up for this. I'm happy with this outcome.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this matter is still pending resolution from Sears. The fact that they have transferred the complaint to their claims company is not satisfactory to me. Their resolution will be satisfactory to me after they reimburse the expenses that I paid to fix the problems their contractor that installed the HVAC caused to my ceiling and the unit itself.
Sincerely,
[redacted]