[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted]
We have completed our investigation of Mr. [redacted] complaint regarding his lawn mower. We value Mr. [redacted] patronage,...
but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his 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 he was treated and that we truly regret any inconvenience. That being said the store manager, [redacted] spoke to Mr. [redacted] on March 13, 2017 and requested he come into the store to have the refund processed for the mower. Mr. [redacted] stated that he was too busy to come in that week and would be in on Monday March 20, 2017. Mr. [redacted] did not come in to the Fairfield store on the 20th nor has he been to the store as of March 30, 2017. I offer to process the return is good for 90 days, after July 1, 2017 the offer will be null and void. Since we are currently waiting for Mr. [redacted] to return to the store so that we can process his refund as he requested and are currently waiting on him we ask to have this matter closed. Again, we apologize to Mr. [redacted] for this issue 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 [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,
Alison Q[redacted]
July 6, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not yet completed the investigation of Ms. [redacted] complaint regarding the monies paid to repair her...
refrigerator and her request to receive a refund. We have been in contact with Ms. [redacted] and explained that while she would normally have at least our minimum trip/diagnostic fee withheld from any refund, we were willing to waive this. However, the issue at hand involves the stopped payment on the first check. The concern was that she would eventually be billed for this amount and it would normally happen through [redacted] We reached out to [redacted] though and they did not show that the first payment was processed electronically and they have not received it back as unpaid. We now have our billing department checking to see if the check was ever deposited. We have also asked Ms. [redacted] to email us a copy of the cleared check just so that we can confirm at least the one went through, before we issue any type of refund. Once we receive that submission, we will process that partial refund. For the other check, if we can determine where it is at, we can have it discarded so that it will not be re-deposited. If we cannot, then we are hoping we can at least have some sort of notation in her record so that they will not bill her for this amount. If for some reason we are not successful and she does receive a bill further down the road related to that first check, then she would just need to contact me directly at that time so that I could have the bill voided. We will be keeping Ms. [redacted] updated via email on the status of our investigation for the first check. 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]Team Manager, Regulatory Complaints[redacted]
September 2, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: # 94565217 - Vincent [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple repair...
attempts on his refrigerator and his request for an exchange.
Before going further, we would like to note that Mr. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Mr. [redacted]'s service history, and under the aforementioned terms, he did not meet the criteria for replacement.
We can also understand how frustrating Mr. [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, we did make an exception and he was offered a replacement for the refrigerator. Our records indicate that Mr. [redacted] has been provided the authorization information for the replacement. Mr. [redacted] also confirmed that he received the $250 food loss reimbursement and $50 reimbursement for the ice he purchased. With that being said, since we have addressed the issues brought forth in Mr. [redacted]'s complaint, we have closed our file.
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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
August 15, 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 Ms. H[redacted] complaint regarding her recent online order...
experience and request for a refund. It is unfortunate that we failed Ms. H[redacted] expectations as we value her patronage. We can understand how the series of events noted in her complaint has caused her to lose faith in Sears and 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 sent an email correspondence to (DCC) Sears’ Detail Control Center. DCC processed a refund accordingly on August 7, 2017. For Ms. H[redacted] records the refund receipt number is [redacted] The credit will post to Ms. H[redacted]Card account within 3 to 5 business days. Additionally, we hope that in the future Ms. H[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. H[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
August 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– David [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his SYWR account and his recent...
transactions. It seems Mr. [redacted] feels he is due more points than what he has received recently. We reviewed his transactions, but did not see anything amiss. However, we did see some bonus points he was offered, but failed to use before they expired. We could also see that Mr. [redacted] had recently returned some merchandise. If a return is done, any points earned from that sale are removed from the account. That said, we would be willing to discuss the matter with Mr. [redacted] if he wishes. He may contact store manager, Linda [redacted], during normal business hours at (805) 525-6989. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted] Specialist, Regulatory ComplaintsTell us why here...
Revdex.com:
After submitting my case # [redacted] I returned to the store where the purchase was made. I spoke at length with the manager of the tukwila sears outlet and he provided information that helped resolve my issues. He pointed out an...
installation issue that was causing the vibration in my washing machine once corrected the machine works without issue. He was willing to go beyond the help he gave and offered to exchange the machine, which was not required once he had helped resolve the issue. I am still disappointed in sears central customer service. They kept me on the phone for hours, transferred me from person to person and provided no real solutions to the issue I was facing. Please close case [redacted] Best, Paul G[redacted]
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Bernard [redacted]
October 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94568916 - Kathleen A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with our appointment availability in her area for the repair of her tractor.
It is unfortunate that we failed Ms. [redacted]'s expectations when she contacts us to schedule a tractor repair. We understand her concern about the length of time to service, especially with equipment that may be used on a fairly regularly. Regrettably, there are limited technicians in her area that are qualified and meet our hiring requirements to service lawn equipment. As a courtesy, Ms. [redacted] was offered $50 per week for lawn care reimbursement (up to $200 max amount) that will be processed after the repair is completed. We want to assure Ms. [redacted] that her feedback regarding the service availability in her area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Mercedes [redacted] and Ethel [redacted], Customer Advocates for Unit 8035, contacted Ms. [redacted] to discuss her concerns. They offered to monitor the service and help expedite the current repair on the tractor. According to our records, on October 3, 2015 the technician diagnosed the problem with the tractor and was able to replace some parts. Regrettably, the technician did have to order some parts. We scheduled the technician to return on October 9, 2015 to install the parts. 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 Ms. [redacted]'s issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
June 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her tractor. First, we would like...
to apologize to Ms. [redacted] for failing her expectations in regard to her tractor. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. Technical Manager [redacted] spoke with Ms. [redacted] on June 7, 2016, and arranged for a technician to examine the tractor on June 8, 2016. On the day of service, the technician found that the belt on the tractor had come loose. He replaced it and completed the repair. Mr. [redacted] followed up with Ms. [redacted] after the repair and she expressed her satisfaction with the technician. With that said, since we have repaired Ms. [redacted] tractor and it is our understanding that Ms. [redacted] is satisfied with the outcome, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[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]’s complaint regarding his LG washer. Service was completed on January 12, 2017. The stator was replaced as was instructed by LG. It is our understanding that Mr. [redacted] confirmed the washer as working properly. Since we have repaired Mr. [redacted]’s washer we have closed this case. We apologize to Mr. [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]
September 15, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Kathryn A [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the delay in...
receiving her refund for the cancelled online order.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Ms. [redacted] complaint we reviewed the notes on her online order. The order indicated that both the dishwasher and the refrigerator had shipped from 2 separate outlet stores; however, there was no tracking information listed for either item. According to the notes, both outlet stores were contacted and the orders were cancelled due to the delivery issue. On September 12, 2016 we issued two separate credits to Ms. [redacted] credit card ending in [redacted]; $2,390.74 and $632.71 for a total credit of $3,023.45. The credits should post to Ms. [redacted] account within 3 – 5 business days. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a refrigerator purchased from Sears. Sears has processed the in...
warranty exchange of Ms. [redacted] refrigerator. The new unit has been ordered and is scheduled to be delivered to her home on Tuesday, October 4, 2016. We will remove the old unit and deliver and hook up the new unit. Ms. [redacted] has been emailed a copy of the exchange sales check for her records. If I can be of any additional assistance to Ms. [redacted], she has my contact information within the emails I have sent her. At this time, since we have noted our response to Ms. [redacted] complaint, we ask that this complaint be closed. We apologize to M. [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 Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Brian M [redacted] Dear Ms. [redacted]: We have been unable to complete the investigation of Mr. [redacted]’ complaint regarding repairs for his washer. We were unable to...
find a profile with Mr. [redacted] name and number under it as listed in his complaint. We were ab*e to locate a profile under a different name and number but did list his address on Daening Ave. We attempted to contact Mr. [redacted] and did *eave message for him to contact so us to confirm the information we have in our system. Unfortunate*y we have not received any return calls. That being said under the profile we were ab*e to locate it appears that service for a Kenmore washer, mode* #[redacted] was completed on September 9, 2016. Several parts were rep*aced and it is our understanding that the washer was repaired and is in working order. We wi** be happy to assist Mr. [redacted] further if need be, he need on*y contact me via email at Vanessa.*.[redacted]@SearsHC.com or by phone directly at [redacted]. In the interim, we will consider Mr. [redacted] matter closed, pending his response. We apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. P*ease fee* free to contact me if you have any further questions or concerns. Sincerely, Vanessa *. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.*.[redacted]@searshc.com
June 29, 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 his online order and his new request to apply his restored gift cards to the new purchase he made online for a different patio table set. After reviewing the rebuttal filed, we sent an email correspondence to Mr. [redacted] to offer assistance. In his initial complaint he had only requested that we issue the refund immediately so that he could place a new order. However, in his rebuttal dated June 20, 2016, he explains that he has already made a new purchase using his [redacted] account and he would like us to apply his restored gift cards to the new purchase and refund his account. We advised that we are uncertain if our systems will allow this however we would be willing to try. We will need his gift card numbers so that we can verify that the full amount is still available before we can attempt this transaction. Mr. [redacted] may reply to me via email with the necessary information. In the interim, we have noted his 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
February 22, 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] rebuttal to our previous response. Mr. [redacted] was authorized $500.00 towards a replacement under his Service Smart Agreement (SSA) on January 30, 2017, but he declined and proceeded with another repair. Unfortunately, that repair did not bring the long-term results we had hoped for. Mr. [redacted] spoke with [redacted] on February 22, 2017, and he accepted the previously authorized replacement credit. Mr. [redacted] can go to his local Sears today to apply the aforementioned credit towards a new dryer. With that said, since we are providing Mr. [redacted] with a resolution that is commensurate to the terms of his SSA, we ask that this matter be closed. Again, we apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 28, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Tracy [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with our customer service and...
non-receipt of his sears.com order.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a full refund was issued to Mr. [redacted]'s Visa account ending in 4607 on July 13, 2015. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr. [redacted]'s comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800-[redacted]
Complaint: 11498741
I am rejecting this response because: 1) Upon returning home last night after supposedly repairing the main board and all the wiring in the machine (after about 3 weeks for this), the machine failed again with a "PF" (power failure) on a cycle. 2) We attempted to wash another load, the cycle ended and there was standing water in the machine which has never happened before. Once this happened I called my Sears consumer advocate immediately and left her a message about this new issue. Yesterday afternoon the Sears customer service advocate offered to extend my extended warranty for one year. I rejected that offer and advised that it was unacceptable given the circumstances and that was before I had the issues last night were now compound the problem. My wife has now waited fro over 8 hours over the last 3 weeks to fix the washing machine. Her time is valuable and has not been compensated. Yesterday I also received a postcard regarding a class action lawsuit filed against Whirlpool, Kenmore and Maytag regarding 2001 - 2010 front load washing machines failing to adequately self-clean themselves of laundry residue, resulting in buildup of mold or mildew that can cause bad odors and ruined laundry. I contacted my customer service advocate for Sears about another service call for this defective machine. Shortly after purchasing the machine, plumbing in my house started to rattle. I called Sears customer service. A service tech came out. The service tech advised that the water shutoff valve slams shut so hard that it causes rattling in pipes. He refused to replace the water shut off valve because he said he had done it before for other customers who complained and the issue was not resolved with other customers so "it was a waste of time." When the service tech left my house, I noticed that he falsified the service ticket and claimed that the issue was the pipes in my house. I called the Sears store manager, Teresa, about this issue and I was told by her that a) she had the same machine, b) that machine does cause the pipes to rattle because it does it in her house too and c) she never disclosed this to us when we bought the machine, i.e. she withheld material information about the machine which would have influenced my purchase decision as a consumer. I was shocked that she withheld this information from the consumer. I believe that every major component in the machine has been replaced but according to one service tech. "the main board get corrupted and nobody knows why." This issue was never disclosed to me when I purchased the machine and clearly Sears representatives know about the main boards being "corrupted" and the water shut off valve slamming shut to hard. The parts that were replaced are apparently replaced with defective parts not modified parts to cure the main boards from being "corrupted." There have been no recalls on this machine despite knowledge of defective parts being sold to consumers throughout the country. There has been no public notice by the company or the manufacturer that certain parts or defective and fail to last a sufficient amount of time, i.e. main boards being "corrupted" within 2 1/2 years of use. There is no reason for me to have any faith that the parts put into the machine yesterday will last as long as they should as opposed to being "corrupted." The service tech initially told me that some customers just simple unplug the washer and plug it back in to correct the corrupted main boards. That is not a rational solution to fix a defective product and does not always work because I tried that and it failed to correct the situation. Who unplugs and plugs in their washing machine when they have to use it? I had a washing machine for 10 years before this one and plugged it in once and that was it. The response from Sears is unacceptable and shows a lack of understanding with respect to their product and admissions made by their own Service techs about the machines have defective and "corrupted" parts.
Brian [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 repairs for her power washer. We understand that Ms....
[redacted] is upset that she has had to have service once a year since she has owned the power washer. Our research shows that the power washer was purchased in June 2013 and we have serviced the power washer once in 2014, 2015 and again in 2016. Each of these services was on regular yearly maintenance items and was covered under the Repair Protection Agreement (RPA). In 2014 the governor spring needed adjustment, in 2015 the carburetor needed cleaning and this year the governor spring again needed adjustment. Ms. [redacted] owner’s manual has extensive instructions regarding the need for regular maintenance. Ms. [redacted] service agreement is designed to address wear and tear, and to identify and rectify other conditions that might cause future breakdown. While the analogy of a car might not be totally appropriate, all things mechanical require proper occasional maintenance and the use of specific types of products to keep them running properly. A power washer is a piece of mechanical equipment with expendable and wearable parts that need inspection, lubrication and repair. We understand that the hose for the power washer was misplaced while in our care for service and we have replaced that hose for Ms. [redacted] as well as provided her with a gift card in the amount of $20.00 for her inconvenience but since all services have been for regular yearly maintenance she does not qualify for a replacement and 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]
(The consumer indicated he/she ACCEPTED the response from the business.)
sears rep Mr Rich took care of minor repair very next day by sending knowledgeable technician to repair my air-aircondition my air condition is up and working fine
5 star customer service by Mr Rich
GREAT DOING BUSINESS...
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted]
We have completed our investigation of Mr. [redacted] complaint regarding his lawn mower. We value Mr. [redacted] patronage,...
but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his 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 he was treated and that we truly regret any inconvenience. That being said the store manager, [redacted] spoke to Mr. [redacted] on March 13, 2017 and requested he come into the store to have the refund processed for the mower. Mr. [redacted] stated that he was too busy to come in that week and would be in on Monday March 20, 2017. Mr. [redacted] did not come in to the Fairfield store on the 20th nor has he been to the store as of March 30, 2017. I offer to process the return is good for 90 days, after July 1, 2017 the offer will be null and void. Since we are currently waiting for Mr. [redacted] to return to the store so that we can process his refund as he requested and are currently waiting on him we ask to have this matter closed. Again, we apologize to Mr. [redacted] for this issue 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 [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,
Alison Q[redacted]
July 6, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not yet completed the investigation of Ms. [redacted] complaint regarding the monies paid to repair her...
refrigerator and her request to receive a refund. We have been in contact with Ms. [redacted] and explained that while she would normally have at least our minimum trip/diagnostic fee withheld from any refund, we were willing to waive this. However, the issue at hand involves the stopped payment on the first check. The concern was that she would eventually be billed for this amount and it would normally happen through [redacted] We reached out to [redacted] though and they did not show that the first payment was processed electronically and they have not received it back as unpaid. We now have our billing department checking to see if the check was ever deposited. We have also asked Ms. [redacted] to email us a copy of the cleared check just so that we can confirm at least the one went through, before we issue any type of refund. Once we receive that submission, we will process that partial refund. For the other check, if we can determine where it is at, we can have it discarded so that it will not be re-deposited. If we cannot, then we are hoping we can at least have some sort of notation in her record so that they will not bill her for this amount. If for some reason we are not successful and she does receive a bill further down the road related to that first check, then she would just need to contact me directly at that time so that I could have the bill voided. We will be keeping Ms. [redacted] updated via email on the status of our investigation for the first check. 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]Team Manager, Regulatory Complaints[redacted]
September 2, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: # 94565217 - Vincent [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple repair...
attempts on his refrigerator and his request for an exchange.
Before going further, we would like to note that Mr. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Mr. [redacted]'s service history, and under the aforementioned terms, he did not meet the criteria for replacement.
We can also understand how frustrating Mr. [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, we did make an exception and he was offered a replacement for the refrigerator. Our records indicate that Mr. [redacted] has been provided the authorization information for the replacement. Mr. [redacted] also confirmed that he received the $250 food loss reimbursement and $50 reimbursement for the ice he purchased. With that being said, since we have addressed the issues brought forth in Mr. [redacted]'s complaint, we have closed our file.
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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
August 15, 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 Ms. H[redacted] complaint regarding her recent online order...
experience and request for a refund. It is unfortunate that we failed Ms. H[redacted] expectations as we value her patronage. We can understand how the series of events noted in her complaint has caused her to lose faith in Sears and 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 sent an email correspondence to (DCC) Sears’ Detail Control Center. DCC processed a refund accordingly on August 7, 2017. For Ms. H[redacted] records the refund receipt number is [redacted] The credit will post to Ms. H[redacted]Card account within 3 to 5 business days. Additionally, we hope that in the future Ms. H[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. H[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
August 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– David [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his SYWR account and his recent...
transactions. It seems Mr. [redacted] feels he is due more points than what he has received recently. We reviewed his transactions, but did not see anything amiss. However, we did see some bonus points he was offered, but failed to use before they expired. We could also see that Mr. [redacted] had recently returned some merchandise. If a return is done, any points earned from that sale are removed from the account. That said, we would be willing to discuss the matter with Mr. [redacted] if he wishes. He may contact store manager, Linda [redacted], during normal business hours at (805) 525-6989. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted] Specialist, Regulatory ComplaintsTell us why here...
Revdex.com:
After submitting my case # [redacted] I returned to the store where the purchase was made. I spoke at length with the manager of the tukwila sears outlet and he provided information that helped resolve my issues. He pointed out an...
installation issue that was causing the vibration in my washing machine once corrected the machine works without issue. He was willing to go beyond the help he gave and offered to exchange the machine, which was not required once he had helped resolve the issue. I am still disappointed in sears central customer service. They kept me on the phone for hours, transferred me from person to person and provided no real solutions to the issue I was facing. Please close case [redacted] Best, Paul G[redacted]
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Bernard [redacted]
October 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94568916 - Kathleen A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with our appointment availability in her area for the repair of her tractor.
It is unfortunate that we failed Ms. [redacted]'s expectations when she contacts us to schedule a tractor repair. We understand her concern about the length of time to service, especially with equipment that may be used on a fairly regularly. Regrettably, there are limited technicians in her area that are qualified and meet our hiring requirements to service lawn equipment. As a courtesy, Ms. [redacted] was offered $50 per week for lawn care reimbursement (up to $200 max amount) that will be processed after the repair is completed. We want to assure Ms. [redacted] that her feedback regarding the service availability in her area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Mercedes [redacted] and Ethel [redacted], Customer Advocates for Unit 8035, contacted Ms. [redacted] to discuss her concerns. They offered to monitor the service and help expedite the current repair on the tractor. According to our records, on October 3, 2015 the technician diagnosed the problem with the tractor and was able to replace some parts. Regrettably, the technician did have to order some parts. We scheduled the technician to return on October 9, 2015 to install the parts. 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 Ms. [redacted]'s issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
June 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her tractor. First, we would like...
to apologize to Ms. [redacted] for failing her expectations in regard to her tractor. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. Technical Manager [redacted] spoke with Ms. [redacted] on June 7, 2016, and arranged for a technician to examine the tractor on June 8, 2016. On the day of service, the technician found that the belt on the tractor had come loose. He replaced it and completed the repair. Mr. [redacted] followed up with Ms. [redacted] after the repair and she expressed her satisfaction with the technician. With that said, since we have repaired Ms. [redacted] tractor and it is our understanding that Ms. [redacted] is satisfied with the outcome, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[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]’s complaint regarding his LG washer. Service was completed on January 12, 2017. The stator was replaced as was instructed by LG. It is our understanding that Mr. [redacted] confirmed the washer as working properly. Since we have repaired Mr. [redacted]’s washer we have closed this case. We apologize to Mr. [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]
September 15, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Kathryn A [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the delay in...
receiving her refund for the cancelled online order.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Ms. [redacted] complaint we reviewed the notes on her online order. The order indicated that both the dishwasher and the refrigerator had shipped from 2 separate outlet stores; however, there was no tracking information listed for either item. According to the notes, both outlet stores were contacted and the orders were cancelled due to the delivery issue. On September 12, 2016 we issued two separate credits to Ms. [redacted] credit card ending in [redacted]; $2,390.74 and $632.71 for a total credit of $3,023.45. The credits should post to Ms. [redacted] account within 3 – 5 business days. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a refrigerator purchased from Sears. Sears has processed the in...
warranty exchange of Ms. [redacted] refrigerator. The new unit has been ordered and is scheduled to be delivered to her home on Tuesday, October 4, 2016. We will remove the old unit and deliver and hook up the new unit. Ms. [redacted] has been emailed a copy of the exchange sales check for her records. If I can be of any additional assistance to Ms. [redacted], she has my contact information within the emails I have sent her. At this time, since we have noted our response to Ms. [redacted] complaint, we ask that this complaint be closed. We apologize to M. [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 Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Brian M [redacted] Dear Ms. [redacted]: We have been unable to complete the investigation of Mr. [redacted]’ complaint regarding repairs for his washer. We were unable to...
find a profile with Mr. [redacted] name and number under it as listed in his complaint. We were ab*e to locate a profile under a different name and number but did list his address on Daening Ave. We attempted to contact Mr. [redacted] and did *eave message for him to contact so us to confirm the information we have in our system. Unfortunate*y we have not received any return calls. That being said under the profile we were ab*e to locate it appears that service for a Kenmore washer, mode* #[redacted] was completed on September 9, 2016. Several parts were rep*aced and it is our understanding that the washer was repaired and is in working order. We wi** be happy to assist Mr. [redacted] further if need be, he need on*y contact me via email at Vanessa.*.[redacted]@SearsHC.com or by phone directly at [redacted]. In the interim, we will consider Mr. [redacted] matter closed, pending his response. We apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. P*ease fee* free to contact me if you have any further questions or concerns. Sincerely, Vanessa *. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.*.[redacted]@searshc.com
June 29, 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 his online order and his new request to apply his restored gift cards to the new purchase he made online for a different patio table set. After reviewing the rebuttal filed, we sent an email correspondence to Mr. [redacted] to offer assistance. In his initial complaint he had only requested that we issue the refund immediately so that he could place a new order. However, in his rebuttal dated June 20, 2016, he explains that he has already made a new purchase using his [redacted] account and he would like us to apply his restored gift cards to the new purchase and refund his account. We advised that we are uncertain if our systems will allow this however we would be willing to try. We will need his gift card numbers so that we can verify that the full amount is still available before we can attempt this transaction. Mr. [redacted] may reply to me via email with the necessary information. In the interim, we have noted his 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
February 22, 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] rebuttal to our previous response. Mr. [redacted] was authorized $500.00 towards a replacement under his Service Smart Agreement (SSA) on January 30, 2017, but he declined and proceeded with another repair. Unfortunately, that repair did not bring the long-term results we had hoped for. Mr. [redacted] spoke with [redacted] on February 22, 2017, and he accepted the previously authorized replacement credit. Mr. [redacted] can go to his local Sears today to apply the aforementioned credit towards a new dryer. With that said, since we are providing Mr. [redacted] with a resolution that is commensurate to the terms of his SSA, we ask that this matter be closed. Again, we apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 28, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Tracy [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with our customer service and...
non-receipt of his sears.com order.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a full refund was issued to Mr. [redacted]'s Visa account ending in 4607 on July 13, 2015. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr. [redacted]'s comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800-[redacted]
Complaint: 11498741
I am rejecting this response because: 1) Upon returning home last night after supposedly repairing the main board and all the wiring in the machine (after about 3 weeks for this), the machine failed again with a "PF" (power failure) on a cycle. 2) We attempted to wash another load, the cycle ended and there was standing water in the machine which has never happened before. Once this happened I called my Sears consumer advocate immediately and left her a message about this new issue. Yesterday afternoon the Sears customer service advocate offered to extend my extended warranty for one year. I rejected that offer and advised that it was unacceptable given the circumstances and that was before I had the issues last night were now compound the problem. My wife has now waited fro over 8 hours over the last 3 weeks to fix the washing machine. Her time is valuable and has not been compensated. Yesterday I also received a postcard regarding a class action lawsuit filed against Whirlpool, Kenmore and Maytag regarding 2001 - 2010 front load washing machines failing to adequately self-clean themselves of laundry residue, resulting in buildup of mold or mildew that can cause bad odors and ruined laundry. I contacted my customer service advocate for Sears about another service call for this defective machine. Shortly after purchasing the machine, plumbing in my house started to rattle. I called Sears customer service. A service tech came out. The service tech advised that the water shutoff valve slams shut so hard that it causes rattling in pipes. He refused to replace the water shut off valve because he said he had done it before for other customers who complained and the issue was not resolved with other customers so "it was a waste of time." When the service tech left my house, I noticed that he falsified the service ticket and claimed that the issue was the pipes in my house. I called the Sears store manager, Teresa, about this issue and I was told by her that a) she had the same machine, b) that machine does cause the pipes to rattle because it does it in her house too and c) she never disclosed this to us when we bought the machine, i.e. she withheld material information about the machine which would have influenced my purchase decision as a consumer. I was shocked that she withheld this information from the consumer. I believe that every major component in the machine has been replaced but according to one service tech. "the main board get corrupted and nobody knows why." This issue was never disclosed to me when I purchased the machine and clearly Sears representatives know about the main boards being "corrupted" and the water shut off valve slamming shut to hard. The parts that were replaced are apparently replaced with defective parts not modified parts to cure the main boards from being "corrupted." There have been no recalls on this machine despite knowledge of defective parts being sold to consumers throughout the country. There has been no public notice by the company or the manufacturer that certain parts or defective and fail to last a sufficient amount of time, i.e. main boards being "corrupted" within 2 1/2 years of use. There is no reason for me to have any faith that the parts put into the machine yesterday will last as long as they should as opposed to being "corrupted." The service tech initially told me that some customers just simple unplug the washer and plug it back in to correct the corrupted main boards. That is not a rational solution to fix a defective product and does not always work because I tried that and it failed to correct the situation. Who unplugs and plugs in their washing machine when they have to use it? I had a washing machine for 10 years before this one and plugged it in once and that was it. The response from Sears is unacceptable and shows a lack of understanding with respect to their product and admissions made by their own Service techs about the machines have defective and "corrupted" parts.
Brian [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 repairs for her power washer. We understand that Ms....
[redacted] is upset that she has had to have service once a year since she has owned the power washer. Our research shows that the power washer was purchased in June 2013 and we have serviced the power washer once in 2014, 2015 and again in 2016. Each of these services was on regular yearly maintenance items and was covered under the Repair Protection Agreement (RPA). In 2014 the governor spring needed adjustment, in 2015 the carburetor needed cleaning and this year the governor spring again needed adjustment. Ms. [redacted] owner’s manual has extensive instructions regarding the need for regular maintenance. Ms. [redacted] service agreement is designed to address wear and tear, and to identify and rectify other conditions that might cause future breakdown. While the analogy of a car might not be totally appropriate, all things mechanical require proper occasional maintenance and the use of specific types of products to keep them running properly. A power washer is a piece of mechanical equipment with expendable and wearable parts that need inspection, lubrication and repair. We understand that the hose for the power washer was misplaced while in our care for service and we have replaced that hose for Ms. [redacted] as well as provided her with a gift card in the amount of $20.00 for her inconvenience but since all services have been for regular yearly maintenance she does not qualify for a replacement and 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]
(The consumer indicated he/she ACCEPTED the response from the business.)
sears rep Mr Rich took care of minor repair very next day by sending knowledgeable technician to repair my air-aircondition my air condition is up and working fine
5 star customer service by Mr Rich
GREAT DOING BUSINESS...
WITH U I WILL KEEP MY SEARS WARRANTY ON
Thanks