Contact Name and Title: [redacted]
Contact Email: [redacted]
May 7, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]...
complaint regarding an alleged rude technician as well as service on her refrigerator.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to the service manager who. Because of our employees' right to privacy, we are unable to share details of any disciplinary actions that may be taken; however, we can assure Ms. [redacted] that this will be addressed in an appropriate manner with the responsible parties. In the interim, regarding the repair of the refrigerator, we have agreed to replace the unit under its home warranty. The local service unit will be contacting Ms. [redacted] regarding the replacement procedure. That being said, because we are in the process of replacing Ms. [redacted] refrigerator, we respectfully request this complaint be closed.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
Direct Line: [redacted]
Email: [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,
David L[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,
Tony [redacted]
[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms[redacted] We have not fully completed our investigation of Ms. [redacted]’s complaint regarding her washer. We apologize for the delay in responding to this complaint. We are currently researching this issue. We are in contact with Ms. [redacted] and are currently waiting additional information from her. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Mr. Norris’ issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time. We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
February 26, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Hans B[redacted] Dear Ms. [redacted]...
We have completed the investigation of Mr. B[redacted] complaint regarding his recent store visit. It was our understanding that Store Manager Eddie G[redacted] has spoken with Mr. B[redacted] in regard to this issue. It seems that there was a misunderstanding concerning our tool replacement policy under the Craftsman Guarantee. Eddie has informed Mr. B[redacted] that he will gladly handle his transaction according to the term of our Craftsman Guarantee and he will make sure that all local personnel are aware of the correct policy details in order that further such instances may be averted. If Mr. B[redacted] should have any further concerns, he may contact Eddie during normal business hours at [redacted]. We apologize to Mr. B[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]
October 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dishwasher repair....
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted] Upon researching Mr. [redacted] complaint, we found that he was scheduled for service on October 5, 2016; the appointment was moved up from October 19, 2016. However, the appointment was canceled on the day of service. Mr. [redacted] was contacted to see if he wished to reschedule and he advised that he had canceled the appointment because he had another service provider repair his dishwasher. In Mr. [redacted] complaint, he requested either the refund of the third-party repair cost or a refund of his protection agreement. As a courtesy, we are willing to provide Mr. [redacted] with the full refund of his Master Protection Agreement (MPA) with the understanding that the remaining coverage will be canceled. If Mr. [redacted] would like to accept the $139.99 refund, he can reply to [redacted] In the interim, since a fair resolution has been proposed, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. H[redacted] complaint regarding his microwave. Based on the pictures that were provided by the service technician it is evident that the item being cooked in the microwave when it caught fire had been cooked longer than should have causing it to catch fire in the microwave. We understand that the microwave is in working order. Since we have addressed Mr. H[redacted] complaint and found that there is no information to change our standing that the microwave will not be covered for replacement since the actions causing it to catch fire were due to the actions of the consumer, primarily cooking an item too long. We have closed this case We apologize to Mr. H[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 14, 2017
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11959295 – Taylor [redacted]
Dear Ms. [redacted]:
We have been unable to complete the investigation of Mr. [redacted]’s complaint regarding the problem he encountered when he...
attempted to schedule service for his microwave.
We made attempts to contact Mr. [redacted] and left voicemails with our contact information. Since he has not responded, we are unable to resolve Mr. [redacted]’s issue until we have the opportunity to discuss the matter with him. He may contact me at [redacted]. In the interim, we will consider this matter closed, pending his response.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
We now have a Brand-New refrigerator and for now are extremely satisfied.
November 17, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted] Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her dissatisfaction with the cancellation of her layaway
and her...
subsequent request to have it reinstated and a refund for the
cancellation fee.It is unfortunate that we failed Ms. [redacted]’s
expectations when she recently used Kmart’s layaway services. We value her
patronage and can understand her frustration with the events detailed in her
letter. We can assure Ms. [redacted] that her
concerns have been forwarded to management for review so that we may improve
our services. It may be important to
mention, since Ms. [redacted] indicates that her layaway was cancelled due to a
delinquent payment, Kmart allows a seven day “grace period” before a layaway
account is cancelled for non-payment.
Additionally, layaway payment progression is an automatic process our
store managers and associates are unable to defer or change in any way. With that having been said we would be
willing to issue a $10.00 gift card to Ms. [redacted] as a good will gesture. We attempted to reach her at the telephone number
she provided to see if this offer would meet with her approval. However, we were unable to reach her or leave
a message. If Ms. [redacted] would like to
accept our gift card offer, she may contact Regulatory Complaint Specialist
[redacted] at [redacted] within fifteen business days from the date of this
letter. Until we have the opportunity to
speak with Ms. [redacted], we can only reiterate that we truly regret any
inconvenience she may have experienced. We
respectfully ask to have this matter closed pending Ms. [redacted] response, since
we have documented her concerns and proposed an equitable resolution. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist[redacted]
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,
Anne B[redacted]
January 3, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his...
refrigerator repair. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Mr. [redacted] was already scheduled for service on December 30, 2016, but we wanted to ensure that the call would be monitored. Our records show that the repair to Mr. [redacted] refrigerator was completed on December 30th with the installation of a control board, duct assembly and control assembly. With that said, since we have documented Mr. [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms[redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction...
with the multiple repair attempts on her tractor.
We have received Ms. [redacted] complaint and after reviewing her service history, we can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Ms. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that Ms. [redacted] has been in contact with our Protection Agreement Benefits Administration (PABA) office where she was offered a complimentary 6 month protection agreement or a $100 gift card. She has also been scheduled for repair on October 7, 2016. That being said, because we have addressed Ms. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the coverage of their Sears Appliance warranty. It is...
not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail. The second most common situation is when you have what is called “Boil Over”. This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter. It is also important to note that the pictures taken by the service technician show multiple scratches and pitting on the burner. This is due to improper use and maintenance and occurs over time and not all at once. Considering Ms. [redacted] statement in her complaint that her husband heard a drop of water hit the burner and then a loud pop it is conceivable that this situation is a little of both a stress fracture that broke through when the water or boil over occurred. Based on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage which is not covered under the terms and condition Section 13. c. Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature. We would like to point out that Ms. [redacted] cancelled her Master Protection Agreement (MPA) on the same day of service for her cook top, February 23, 2017 and was refunded the appropriate amount based on the Terms and Conditions of the MPA. Since Ms. [redacted] has cancelled the MPA and refunded for the time remaining and we have explained why repair of the cook top was not covered under the MPA we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] ...⇄ March 14, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted]’s complaint regarding service coverage under her Master Protection Agreement. It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail. The second most common situation is when you have what is called “Boil Over”. This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter. It is also important to note that the pictures taken by the service technician show multiple scratches and pitting on the burner. This is due to improper use and maintenance and occurs over time and not all at once. Considering Ms. [redacted] statement in her complaint that her husband heard a drop of water hit the burner and then a loud pop it is conceivable that this situation is a little of both a stress fracture that broke through when the water or boil over occurred. Based on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage which is not covered under the terms and condition Section 13. c. Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature. We would like to point out that Ms. [redacted] cancelled her Master Protection Agreement (MPA) on the same day of service for her cook top, February 23, 2017 and was refunded the appropriate amount based on the Terms and Conditions of the MPA. Since Ms. [redacted] has cancelled the MPA and refunded for the time remaining and we have explained why repair of the cook top was not covered under the MPA we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]
April 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her...
recent store visit. Store Manager [redacted] provided the following response: Unfortunately, once a coupon is loaded into a Shop Your Way Rewards (SYWR) member’s profile, it cannot be removed. Also, our coupons and promotions typically note that they cannot be combined. This means that [redacted] received the better deal by using her $10.00 in surprise points, but she would not have been able to add the additional $2.00 coupon. As far as the pricing issues are concerned, we strive to make sure that our items scan for the proper price, but there are times when this will not be the case due to human error. There are also instances wherein stickers have been put on the wrong items by previous consumers or where an item has been put on the clearance rack when someone decided they did not want it after all. If the item was not being sold for the price [redacted] wanted, the decision could have been made not to purchase it. That said, we do appreciate [redacted]’s patronage and we have sent her a $25.00 gift card as a courtesy. This gift card should arrive within 10-12 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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] Specialist, Regulatory Complaints [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to say that the sales person told us if we waited till Sunday, we would get the Friends and Family discount of 15%. Who is training these sales people? Previously we bought a tv, dvd player and surround system at the same Sears during Friends and Family. The sales person told us that this was he best price they ever had on the [redacted] line. We went back a week later because Sears had a sale, took the receipt in and received additional $450.00 back, the Friends and Family promotion is a joke. I think this is why Sears is hurting, false advertising and people are tired of being over charged or lied too.Also the delivery people should be better trained. They wired the wrong wires up and blamed it on my breaker. Also they did not put a wire bracket on the dryer, that is a fire hazard which will eventually catch up to Sears. I am accepting the offer but after all these problems, you have lost me and my families business. There are many appliance dealers out there so we won't have to experience this again. Devin [redacted]
Sincerely,
Devin [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the conditions as stated above and appreciate the swift response for assistance from both the Revdex.com and Sears. Since my request for assistance from Sears had been mishandled and sidelined since July 1...
with no end in sight, I am certain that had I not contacted the Revdex.com, this case would not have come to such a quick and successful conclusion. Thank you again, Revdex.com, for working on behalf of all consumers to access dependable and timely service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Thank you for your help Revdex.com, it is true I received a replacement from Sears, at this moment new washer seems to be working properly,Once again thank you
Sincerely, [redacted]
[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. Please note that I have also called their customer service number complaining about these emails and in fact, request to be removed from ALL lists...Thanks for looking into this matter.
Sincerely,
[redacted]
Contact Name and Title: [redacted]
Contact Email: [redacted]
May 7, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]...
complaint regarding an alleged rude technician as well as service on her refrigerator.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to the service manager who. Because of our employees' right to privacy, we are unable to share details of any disciplinary actions that may be taken; however, we can assure Ms. [redacted] that this will be addressed in an appropriate manner with the responsible parties. In the interim, regarding the repair of the refrigerator, we have agreed to replace the unit under its home warranty. The local service unit will be contacting Ms. [redacted] regarding the replacement procedure. That being said, because we are in the process of replacing Ms. [redacted] refrigerator, we respectfully request this complaint be closed.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
Direct Line: [redacted]
Email: [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,
David L[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,
Tony [redacted]
[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms[redacted] We have not fully completed our investigation of Ms. [redacted]’s complaint regarding her washer. We apologize for the delay in responding to this complaint. We are currently researching this issue. We are in contact with Ms. [redacted] and are currently waiting additional information from her. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Mr. Norris’ issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time. We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
February 26, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Hans B[redacted] Dear Ms. [redacted]...
We have completed the investigation of Mr. B[redacted] complaint regarding his recent store visit. It was our understanding that Store Manager Eddie G[redacted] has spoken with Mr. B[redacted] in regard to this issue. It seems that there was a misunderstanding concerning our tool replacement policy under the Craftsman Guarantee. Eddie has informed Mr. B[redacted] that he will gladly handle his transaction according to the term of our Craftsman Guarantee and he will make sure that all local personnel are aware of the correct policy details in order that further such instances may be averted. If Mr. B[redacted] should have any further concerns, he may contact Eddie during normal business hours at [redacted]. We apologize to Mr. B[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]
October 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dishwasher repair....
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted] Upon researching Mr. [redacted] complaint, we found that he was scheduled for service on October 5, 2016; the appointment was moved up from October 19, 2016. However, the appointment was canceled on the day of service. Mr. [redacted] was contacted to see if he wished to reschedule and he advised that he had canceled the appointment because he had another service provider repair his dishwasher. In Mr. [redacted] complaint, he requested either the refund of the third-party repair cost or a refund of his protection agreement. As a courtesy, we are willing to provide Mr. [redacted] with the full refund of his Master Protection Agreement (MPA) with the understanding that the remaining coverage will be canceled. If Mr. [redacted] would like to accept the $139.99 refund, he can reply to [redacted] In the interim, since a fair resolution has been proposed, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. H[redacted] complaint regarding his microwave. Based on the pictures that were provided by the service technician it is evident that the item being cooked in the microwave when it caught fire had been cooked longer than should have causing it to catch fire in the microwave. We understand that the microwave is in working order. Since we have addressed Mr. H[redacted] complaint and found that there is no information to change our standing that the microwave will not be covered for replacement since the actions causing it to catch fire were due to the actions of the consumer, primarily cooking an item too long. We have closed this case We apologize to Mr. H[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 14, 2017
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11959295 – Taylor [redacted]
Dear Ms. [redacted]:
We have been unable to complete the investigation of Mr. [redacted]’s complaint regarding the problem he encountered when he...
attempted to schedule service for his microwave.
We made attempts to contact Mr. [redacted] and left voicemails with our contact information. Since he has not responded, we are unable to resolve Mr. [redacted]’s issue until we have the opportunity to discuss the matter with him. He may contact me at [redacted]. In the interim, we will consider this matter closed, pending his response.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
We now have a Brand-New refrigerator and for now are extremely satisfied.
November 17, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted] Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her dissatisfaction with the cancellation of her layaway
and her...
subsequent request to have it reinstated and a refund for the
cancellation fee.It is unfortunate that we failed Ms. [redacted]’s
expectations when she recently used Kmart’s layaway services. We value her
patronage and can understand her frustration with the events detailed in her
letter. We can assure Ms. [redacted] that her
concerns have been forwarded to management for review so that we may improve
our services. It may be important to
mention, since Ms. [redacted] indicates that her layaway was cancelled due to a
delinquent payment, Kmart allows a seven day “grace period” before a layaway
account is cancelled for non-payment.
Additionally, layaway payment progression is an automatic process our
store managers and associates are unable to defer or change in any way. With that having been said we would be
willing to issue a $10.00 gift card to Ms. [redacted] as a good will gesture. We attempted to reach her at the telephone number
she provided to see if this offer would meet with her approval. However, we were unable to reach her or leave
a message. If Ms. [redacted] would like to
accept our gift card offer, she may contact Regulatory Complaint Specialist
[redacted] at [redacted] within fifteen business days from the date of this
letter. Until we have the opportunity to
speak with Ms. [redacted], we can only reiterate that we truly regret any
inconvenience she may have experienced. We
respectfully ask to have this matter closed pending Ms. [redacted] response, since
we have documented her concerns and proposed an equitable resolution. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist[redacted]
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,
Anne B[redacted]
January 3, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his...
refrigerator repair. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Mr. [redacted] was already scheduled for service on December 30, 2016, but we wanted to ensure that the call would be monitored. Our records show that the repair to Mr. [redacted] refrigerator was completed on December 30th with the installation of a control board, duct assembly and control assembly. With that said, since we have documented Mr. [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 5, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms[redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction...
with the multiple repair attempts on her tractor.
We have received Ms. [redacted] complaint and after reviewing her service history, we can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Ms. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that Ms. [redacted] has been in contact with our Protection Agreement Benefits Administration (PABA) office where she was offered a complimentary 6 month protection agreement or a $100 gift card. She has also been scheduled for repair on October 7, 2016. That being said, because we have addressed Ms. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the coverage of their Sears Appliance warranty. It is...
not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail. The second most common situation is when you have what is called “Boil Over”. This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter. It is also important to note that the pictures taken by the service technician show multiple scratches and pitting on the burner. This is due to improper use and maintenance and occurs over time and not all at once. Considering Ms. [redacted] statement in her complaint that her husband heard a drop of water hit the burner and then a loud pop it is conceivable that this situation is a little of both a stress fracture that broke through when the water or boil over occurred. Based on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage which is not covered under the terms and condition Section 13. c. Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature. We would like to point out that Ms. [redacted] cancelled her Master Protection Agreement (MPA) on the same day of service for her cook top, February 23, 2017 and was refunded the appropriate amount based on the Terms and Conditions of the MPA. Since Ms. [redacted] has cancelled the MPA and refunded for the time remaining and we have explained why repair of the cook top was not covered under the MPA we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] ...⇄ March 14, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted]’s complaint regarding service coverage under her Master Protection Agreement. It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail. The second most common situation is when you have what is called “Boil Over”. This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter. It is also important to note that the pictures taken by the service technician show multiple scratches and pitting on the burner. This is due to improper use and maintenance and occurs over time and not all at once. Considering Ms. [redacted] statement in her complaint that her husband heard a drop of water hit the burner and then a loud pop it is conceivable that this situation is a little of both a stress fracture that broke through when the water or boil over occurred. Based on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage which is not covered under the terms and condition Section 13. c. Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature. We would like to point out that Ms. [redacted] cancelled her Master Protection Agreement (MPA) on the same day of service for her cook top, February 23, 2017 and was refunded the appropriate amount based on the Terms and Conditions of the MPA. Since Ms. [redacted] has cancelled the MPA and refunded for the time remaining and we have explained why repair of the cook top was not covered under the MPA we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]
April 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her...
recent store visit. Store Manager [redacted] provided the following response: Unfortunately, once a coupon is loaded into a Shop Your Way Rewards (SYWR) member’s profile, it cannot be removed. Also, our coupons and promotions typically note that they cannot be combined. This means that [redacted] received the better deal by using her $10.00 in surprise points, but she would not have been able to add the additional $2.00 coupon. As far as the pricing issues are concerned, we strive to make sure that our items scan for the proper price, but there are times when this will not be the case due to human error. There are also instances wherein stickers have been put on the wrong items by previous consumers or where an item has been put on the clearance rack when someone decided they did not want it after all. If the item was not being sold for the price [redacted] wanted, the decision could have been made not to purchase it. That said, we do appreciate [redacted]’s patronage and we have sent her a $25.00 gift card as a courtesy. This gift card should arrive within 10-12 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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] Specialist, Regulatory Complaints [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to say that the sales person told us if we waited till Sunday, we would get the Friends and Family discount of 15%. Who is training these sales people? Previously we bought a tv, dvd player and surround system at the same Sears during Friends and Family. The sales person told us that this was he best price they ever had on the [redacted] line. We went back a week later because Sears had a sale, took the receipt in and received additional $450.00 back, the Friends and Family promotion is a joke. I think this is why Sears is hurting, false advertising and people are tired of being over charged or lied too.Also the delivery people should be better trained. They wired the wrong wires up and blamed it on my breaker. Also they did not put a wire bracket on the dryer, that is a fire hazard which will eventually catch up to Sears. I am accepting the offer but after all these problems, you have lost me and my families business. There are many appliance dealers out there so we won't have to experience this again. Devin [redacted]
Sincerely,
Devin [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the conditions as stated above and appreciate the swift response for assistance from both the Revdex.com and Sears. Since my request for assistance from Sears had been mishandled and sidelined since July 1...
with no end in sight, I am certain that had I not contacted the Revdex.com, this case would not have come to such a quick and successful conclusion. Thank you again, Revdex.com, for working on behalf of all consumers to access dependable and timely service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Thank you for your help Revdex.com, it is true I received a replacement from Sears, at this moment new washer seems to be working properly,Once again thank you
Sincerely, [redacted]
[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. Please note that I have also called their customer service number complaining about these emails and in fact, request to be removed from ALL lists...Thanks for looking into this matter.
Sincerely,
[redacted]