October 5, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Antonio M[redacted]
Dear [redacted]
We have completed the investigation of Mr. M[redacted] complaint regarding his allegation that the store is responsible for the...
treadmill falling off his truck because the associates did not assist him with properly securing the unit.
We reviewed the case notes related to Mr. M[redacted] treadmill, and on September 2, 2017 Mr. M[redacted] contacted our Customer Solutions department regarding the same issue. The store was contacted regarding Mr. M[redacted] complaint. It was confirmed that Mr. M[redacted] was informed that the store would assist with “loading” the treadmill unto the truck only. For liability purposes, the store associates will not assist any customer with securing any item. It is a consumer’s responsibility to properly secure their item for safe transportation to their home. As Mr. M[redacted] mentioned in his complaint, he did not come prepared to transport his large purchase item since he requested rope from the store to secure his treadmill.
As far as Mr. M[redacted] request for a replacement or a refund is concerned, we did not find that this was warranted; specifically since Mr. M[redacted] is responsible for securing and safely transporting his treadmill. With that being said, since we have addressed the issue brought forth in Mr. M[redacted] complaint, we have closed our file.
We apologize to Mr. 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,
Matilda S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I am rejecting this response because: the information provided by Sears was both inaccurate and made no attempt to rectify the matter. To begin with, we were given a time window in which a tech WOULD BE at our house. They can claim this is not a guarantee of service all that they want, but I don't know what else an appointment would be. Moreover, the tech WAS AT MY HOUSE. He pulled into my driveway, sat in his vehicle, and then left without ever having knocked on the door. He then proceeded to "cancel" the appointment to cover his own tracks. When Sears was confronted by the unprofessional and incompetent behavior of their technician, they made NO ATTEMPT to make the matter right by getting a tech out to fulfill the appointment in question. Instead, they offered an appointment almost two weeks later, and this was after I already waited two weeks for the first appointment. As a result of the unprofessional behavior, we had to get an emergency service from another appliance repair company, which costed us an additional $40.00 over what we had prepared to pay Sears. This cost was endured precisely because Sears neither kept their appointment, nor made the situation right. Moreover, while Sears did offer us $30.00 in store credit (as thought I want to do business with them again!), we have not received this weak and hardly adequate compensation, nor will it compensate for the additional charges we incurred with another company because of their incompetence.
Sincerely,
J[redacted]
May 26, 2017 [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 his refrigerator and his request for a...
replacement. First, we would like to apologize to Mr. [redacted] for failing is expectations in regard to the repair of his refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Mr. [redacted] Master Protection Agreement (MPA). Based upon the features of Mr. [redacted] current refrigerator, it was determined that $2,900.00 would provide him with a comparable replacement under his MPA. Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, ([redacted] to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until September 4, 2018. Additionally, our records show that a food loss check for $297.14 was processed on May 24, 2017, so Mr. [redacted] should receive it in the next two weeks. With that said, since we are providing Mr. [redacted] with an equitable resolution, 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
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
George [redacted]Business contacted me offering to send ANOTHER technician to my home to complete work originally scheduled which I refused. First of all, I was pre-charged for deck leveling service which was never performed. Secondly, Sears website specifically states that blade sharpening is a provided service (which Sears no longer performs). Isn't this false advertising? Should not some penalty be invoked?? Why should I trust Sears to perform the prepaid work this time (third time if I agree to another visit)? Does Sears contribute to the Clinton Foundation so that they are not liable for fraud? How can the Revdex.com allow this type of fraud to continue without some penalty? Where is consumer protection when we need it? I truly hope to receive answers to my questions!
Complaint: [redacted]
I am rejecting this response because: the countertops have not yet been corrected to pass city inspection. The cabinet gaps have not yet been fixed. Part of my complaint was that the project also needed to be completed satisfactorily. I have made several phone calls and emails to [redacted] and I have not had any replies about how or when this will be resolved, only that she is waiting on her manager.
Sincerely,
[redacted]
May 16, 2017
[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 the problems he encountered when he attempted to...
schedule service for his television.
It is unfortunate that we failed Mr. [redacted] expectations when he recently attempted to schedule a television repair. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We researched and discovered that due to a system glitch we were unable to schedule service in Mr. [redacted] area since the system was not providing available dates for service. We apologize that Mr. [redacted] was not contacted in order to manually schedule an appointment. According to our records, our technician was sent to assess Mr. [redacted] television on April 25, 2017. The unit was deemed non repairable due to a pixel issue and Mr. [redacted] was offered a replacement television under the terms of his protection agreement; Mr. [redacted] has made selection for the replacement. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
May 15, 2017 [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 recent online...
order experience and request for a return and refund of the products purchased. It is unfortunate that we failed Ms. [redacted] expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that Ms. [redacted] had previously been in contact with (EMS) Executive Member Support, Sears escalated complaint department. EMS offered to return the order without charging a restocking fee. Delivery was contacted to pick up the merchandise and return to the warehouse for a refund. EMS attempted to reach Ms. [redacted] to follow up on the credit however there was no answer. If Ms. [redacted] still requires assistance, she is welcome to contact us via email at [redacted] Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Mark T. C[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. C[redacted] complaint regarding his refrigerator repair....
It is regrettable that we failed Mr. C[redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. C[redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. C[redacted] for any inconvenience we may have caused Upon receiving Mr. C[redacted] complaint, we contacted the local service unit for assistance. Alicia with [redacted] subsequently spoke with Mr. C[redacted] on December 28, 2017, and she agreed to honor his request. An appointment has been scheduled for January 12, 2018; the part has been pre-ordered and the service order has been noted to waive the trip charge. With that said, since Mr. C[redacted] is being provided with his requested resolution, we ask that this matter be closed. Again, we apologize to Mr. C[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
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] as far as I know it works.
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Tiffany [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction...
that her dishwasher failed sooner than she expected.
We apologize that Ms. [redacted] dishwasher failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision.
In Ms. [redacted] case, she purchased her dishwasher on November 30, 2013, and the manufacturer’s warranty expired a year after on November 12, 2014. We have researched Ms. [redacted] model# 66512783K310 and would like that there are no recalls or no known issues. That being said, any repairs at this point would need to be done at Ms. [redacted] expense. That being said, because we have addressed Ms. [redacted] complaint, 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.
January 3, 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 [redacted] complaint regarding his recent online...
order experience and request to return the merchandise. After reviewing the complaint filed, we found that the local Sears store issued a refund for the first order number [redacted] under return receipt number [redacted] As for the second order number [redacted] we show that Sears Online issued a return label with tracking number [redacted] to return the merchandise. Once the items are returned, a refund will be processed. Additionally, Sears Online issued $10.00 in Shop Your Way Reward points for the inconvenience Mr. [redacted] experienced. We apologize again and hope that in the future [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [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
September 7, 2017
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Julie T[redacted]
Dear [redacted]
We have completed the investigation of Ms. T[redacted] complaint regarding her dissatisfaction that her washer failed again with...
the same issue it was repaired for 3 years ago; and her request for service at no charge.
Upon receipt of Ms. T[redacted] complaint we reviewed the service order related to her washer. According to our records, the washer was purchased on April 21, 2014; along with a 3 year protection agreement for service. On October 27, 2014 Ms. T[redacted] reported that the washer would start by itself and warranty service was scheduled. On November 1, 2014 our technician assessed the washer and ordered a control board; the technician completed the repair on November 12, 2014. Since that time, Ms. T[redacted] did not report any additional issues with the washer.
We contacted Ms. T[redacted] and advised her that the manufacturer’s warranty had expired on April 26, 2015 and the protection agreement expired on April 26, 2017. Since the repair was completed 3 years ago and the warranties are expired, her request for service at no charge has been denied. However, as a good-will gesture, we offered to schedule service with a Sears technician and we would cover the diagnostic and labor charges; and Ms. T[redacted] would be responsible for any parts needed. Ms. T[redacted] accepted the offer and service was set for September 8, 2017. However, Ms. T[redacted] contacted us and requested to reschedule for September 15, 2017. To provide Ms. T[redacted] additional assurance, we offered to add a 6-month protection agreement on the washer after the repair is completed. With that being said, since we have addressed the issue brought forth in her complaint, we have closed our file.
We apologize to Ms. T[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 S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
January 30, 2017 [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 dissatisfaction with our...
customer service in response to his request for haul away service to be added to the delivery of his sears.com order. It is unfortunate that we failed Mr. [redacted] 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. As clarification, there are times that our delivery agents may be able to add a service to an existing scheduled delivery order, but doing so typically means that the appointment will be rescheduled, since Sears uses carriers that at times may not have the capacity to immediately change or add a service. Regardless, Mr. [redacted] concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our Delivery Specialists have attempted to contact him by telephone and have left messages as recently as January 23, 2017, but Mr. [redacted] has not replied. Mr. [redacted] may speak with a Delivery Specialist directly by calling [redacted] (option 1) if he has any further questions about this issue. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted]
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding non-receipt of a refund for her...
cancelled layaway. It is unfortunate that we failed [redacted] expectations when she recently used Sears layaway. We value [redacted] patronage and can understand her frustration with the events detailed in her complaint. We regret that this incident occurred, and we can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that [redacted] District Manager for Sears Hometown Store [redacted], spoke with [redacted] in reference to her concerns. Additionally, he processed a new check for [redacted] refund on February 23, 2016. The check is expected to arrive at the address [redacted] provided within fifteen business days, and [redacted] is welcome to contact her local Sears Hometown Store directly if she has any questions about her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted]
October 18, 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 dishwasher. Our...
records show that Ms. [redacted] purchased her dishwasher on September 20, 2015. In accordance with Sears’ Return Policy, Ms. [redacted] had 30 days to return the dishwasher for a refund or an exchange. Now that more than a year has lapsed since the dishwasher was purchased, neither a refund nor an exchange is an option. While Ms. [redacted] carries a Master Protection Agreement (MPA) on the dishwasher, certain criteria must be met for a replacement; Ms. [redacted] has only had one qualifying repair completed to date, so a replacement cannot be considered. With that said, the repair to Ms. [redacted] dishwasher was completed on October 17, 2016, with the installation of a sensor and pump drain. If Ms. [redacted] still has concerns with the outer door cover, she can schedule another service call to address this cosmetic issue. In the interim, since Ms. [redacted] dishwasher has been repaired in accordance with the terms of her MPA, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding a
refund from Sears. When
I spoke with [redacted] and informed him that we would make an exception to our
return policy and allow him to return his washer, I explained that it can take
10/14 business days in which to receive his refund. That said the washer was
returned and checked into the warehouse on October 30, 2015. We expect [redacted] will receive his refund check early next week. Additionally, I have
asked [redacted] to contact me directly as I ‘am his single point of contact
for this issue, speaking with others who have no knowledge of the issue may
give him improper information. We truly apologize for the inconvenience and ask
that this complaint remain closed pending further contact. 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]
September 11, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94566281-Audrey [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her washer.
As clarification, Ms. [redacted] has a service contract called the Master Protection Agreement (MPA) and it has very specific terms regarding replacement. Ms. [redacted] washer had not met that criteria, but she was authorized to receive a replacement on August 24, 2015 as a courtesy. The new washer was delivered on August 29, 2015 according to our records.
We want to point out that reimbursement for laundry expenses is not a proviso of the MPA. To date, Ms. [redacted] has received $150.00 in laundry reimbursement and $100.00 worth of points were added to her SYWR account on August 25, 2015. As a final courtesy, we will send a check for another $100.00. We do not find Ms. [redacted] request to receive $600.00 reimbursement o to be a reasonable one and we are not obligated to grant it as noted above. This final check should arrive within 7-10 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]3
Tammie.[redacted]@searshc.com
December 15, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: [redacted] – [redacted]Dear Ms. [redacted],We have reviewed Ms. [redacted]’ rebuttal complaint regarding
her online order and non-receipt of a refund gift card.After reviewing Ms. [redacted] rebuttal, we sent an email
correspondence to her to verify her address before we proceeded. We also wanted
to confirm whether or not she had received the gift card between the time she
filed her complaint and now. On December 14, 2015, Ms. [redacted] replied to our
email and advised that she had finally received the gift card that day. It is unfortunate
that we failed her expectations as we value her patronage and we truly regret any
inconvenience she may have experienced. In the interim, we have noted Ms. [redacted]’
concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
December 19, 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 Ms. [redacted] complaint regarding her recent online order...
experience and request to have the items shipped to her. It is unfortunate that we failed Ms. [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. We regret that this incident occurred, 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 found that a full refund had been issued on November 28, 2016. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 5, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Antonio M[redacted]
Dear [redacted]
We have completed the investigation of Mr. M[redacted] complaint regarding his allegation that the store is responsible for the...
treadmill falling off his truck because the associates did not assist him with properly securing the unit.
We reviewed the case notes related to Mr. M[redacted] treadmill, and on September 2, 2017 Mr. M[redacted] contacted our Customer Solutions department regarding the same issue. The store was contacted regarding Mr. M[redacted] complaint. It was confirmed that Mr. M[redacted] was informed that the store would assist with “loading” the treadmill unto the truck only. For liability purposes, the store associates will not assist any customer with securing any item. It is a consumer’s responsibility to properly secure their item for safe transportation to their home. As Mr. M[redacted] mentioned in his complaint, he did not come prepared to transport his large purchase item since he requested rope from the store to secure his treadmill.
As far as Mr. M[redacted] request for a replacement or a refund is concerned, we did not find that this was warranted; specifically since Mr. M[redacted] is responsible for securing and safely transporting his treadmill. With that being said, since we have addressed the issue brought forth in Mr. M[redacted] complaint, we have closed our file.
We apologize to Mr. 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,
Matilda S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I am rejecting this response because: the information provided by Sears was both inaccurate and made no attempt to rectify the matter. To begin with, we were given a time window in which a tech WOULD BE at our house. They can claim this is not a guarantee of service all that they want, but I don't know what else an appointment would be. Moreover, the tech WAS AT MY HOUSE. He pulled into my driveway, sat in his vehicle, and then left without ever having knocked on the door. He then proceeded to "cancel" the appointment to cover his own tracks. When Sears was confronted by the unprofessional and incompetent behavior of their technician, they made NO ATTEMPT to make the matter right by getting a tech out to fulfill the appointment in question. Instead, they offered an appointment almost two weeks later, and this was after I already waited two weeks for the first appointment. As a result of the unprofessional behavior, we had to get an emergency service from another appliance repair company, which costed us an additional $40.00 over what we had prepared to pay Sears. This cost was endured precisely because Sears neither kept their appointment, nor made the situation right. Moreover, while Sears did offer us $30.00 in store credit (as thought I want to do business with them again!), we have not received this weak and hardly adequate compensation, nor will it compensate for the additional charges we incurred with another company because of their incompetence.
Sincerely,
J[redacted]
May 26, 2017 [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 his refrigerator and his request for a...
replacement. First, we would like to apologize to Mr. [redacted] for failing is expectations in regard to the repair of his refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Mr. [redacted] Master Protection Agreement (MPA). Based upon the features of Mr. [redacted] current refrigerator, it was determined that $2,900.00 would provide him with a comparable replacement under his MPA. Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, ([redacted] to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until September 4, 2018. Additionally, our records show that a food loss check for $297.14 was processed on May 24, 2017, so Mr. [redacted] should receive it in the next two weeks. With that said, since we are providing Mr. [redacted] with an equitable resolution, 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
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
George [redacted]Business contacted me offering to send ANOTHER technician to my home to complete work originally scheduled which I refused. First of all, I was pre-charged for deck leveling service which was never performed. Secondly, Sears website specifically states that blade sharpening is a provided service (which Sears no longer performs). Isn't this false advertising? Should not some penalty be invoked?? Why should I trust Sears to perform the prepaid work this time (third time if I agree to another visit)? Does Sears contribute to the Clinton Foundation so that they are not liable for fraud? How can the Revdex.com allow this type of fraud to continue without some penalty? Where is consumer protection when we need it? I truly hope to receive answers to my questions!
Complaint: [redacted]
I am rejecting this response because: the countertops have not yet been corrected to pass city inspection. The cabinet gaps have not yet been fixed. Part of my complaint was that the project also needed to be completed satisfactorily. I have made several phone calls and emails to [redacted] and I have not had any replies about how or when this will be resolved, only that she is waiting on her manager.
Sincerely,
[redacted]
May 16, 2017
[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 the problems he encountered when he attempted to...
schedule service for his television.
It is unfortunate that we failed Mr. [redacted] expectations when he recently attempted to schedule a television repair. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We researched and discovered that due to a system glitch we were unable to schedule service in Mr. [redacted] area since the system was not providing available dates for service. We apologize that Mr. [redacted] was not contacted in order to manually schedule an appointment. According to our records, our technician was sent to assess Mr. [redacted] television on April 25, 2017. The unit was deemed non repairable due to a pixel issue and Mr. [redacted] was offered a replacement television under the terms of his protection agreement; Mr. [redacted] has made selection for the replacement. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
May 15, 2017 [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 recent online...
order experience and request for a return and refund of the products purchased. It is unfortunate that we failed Ms. [redacted] expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that Ms. [redacted] had previously been in contact with (EMS) Executive Member Support, Sears escalated complaint department. EMS offered to return the order without charging a restocking fee. Delivery was contacted to pick up the merchandise and return to the warehouse for a refund. EMS attempted to reach Ms. [redacted] to follow up on the credit however there was no answer. If Ms. [redacted] still requires assistance, she is welcome to contact us via email at [redacted] Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Mark T. C[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. C[redacted] complaint regarding his refrigerator repair....
It is regrettable that we failed Mr. C[redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. C[redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. C[redacted] for any inconvenience we may have caused Upon receiving Mr. C[redacted] complaint, we contacted the local service unit for assistance. Alicia with [redacted] subsequently spoke with Mr. C[redacted] on December 28, 2017, and she agreed to honor his request. An appointment has been scheduled for January 12, 2018; the part has been pre-ordered and the service order has been noted to waive the trip charge. With that said, since Mr. C[redacted] is being provided with his requested resolution, we ask that this matter be closed. Again, we apologize to Mr. C[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
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] as far as I know it works.
November 14, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Tiffany [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction...
that her dishwasher failed sooner than she expected.
We apologize that Ms. [redacted] dishwasher failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision.
In Ms. [redacted] case, she purchased her dishwasher on November 30, 2013, and the manufacturer’s warranty expired a year after on November 12, 2014. We have researched Ms. [redacted] model# 66512783K310 and would like that there are no recalls or no known issues. That being said, any repairs at this point would need to be done at Ms. [redacted] expense. That being said, because we have addressed Ms. [redacted] complaint, 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.
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
January 3, 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 [redacted] complaint regarding his recent online...
order experience and request to return the merchandise. After reviewing the complaint filed, we found that the local Sears store issued a refund for the first order number [redacted] under return receipt number [redacted] As for the second order number [redacted] we show that Sears Online issued a return label with tracking number [redacted] to return the merchandise. Once the items are returned, a refund will be processed. Additionally, Sears Online issued $10.00 in Shop Your Way Reward points for the inconvenience Mr. [redacted] experienced. We apologize again and hope that in the future [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [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
September 7, 2017
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Julie T[redacted]
Dear [redacted]
We have completed the investigation of Ms. T[redacted] complaint regarding her dissatisfaction that her washer failed again with...
the same issue it was repaired for 3 years ago; and her request for service at no charge.
Upon receipt of Ms. T[redacted] complaint we reviewed the service order related to her washer. According to our records, the washer was purchased on April 21, 2014; along with a 3 year protection agreement for service. On October 27, 2014 Ms. T[redacted] reported that the washer would start by itself and warranty service was scheduled. On November 1, 2014 our technician assessed the washer and ordered a control board; the technician completed the repair on November 12, 2014. Since that time, Ms. T[redacted] did not report any additional issues with the washer.
We contacted Ms. T[redacted] and advised her that the manufacturer’s warranty had expired on April 26, 2015 and the protection agreement expired on April 26, 2017. Since the repair was completed 3 years ago and the warranties are expired, her request for service at no charge has been denied. However, as a good-will gesture, we offered to schedule service with a Sears technician and we would cover the diagnostic and labor charges; and Ms. T[redacted] would be responsible for any parts needed. Ms. T[redacted] accepted the offer and service was set for September 8, 2017. However, Ms. T[redacted] contacted us and requested to reschedule for September 15, 2017. To provide Ms. T[redacted] additional assurance, we offered to add a 6-month protection agreement on the washer after the repair is completed. With that being said, since we have addressed the issue brought forth in her complaint, we have closed our file.
We apologize to Ms. T[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 S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
January 30, 2017 [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 dissatisfaction with our...
customer service in response to his request for haul away service to be added to the delivery of his sears.com order. It is unfortunate that we failed Mr. [redacted] 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. As clarification, there are times that our delivery agents may be able to add a service to an existing scheduled delivery order, but doing so typically means that the appointment will be rescheduled, since Sears uses carriers that at times may not have the capacity to immediately change or add a service. Regardless, Mr. [redacted] concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our Delivery Specialists have attempted to contact him by telephone and have left messages as recently as January 23, 2017, but Mr. [redacted] has not replied. Mr. [redacted] may speak with a Delivery Specialist directly by calling [redacted] (option 1) if he has any further questions about this issue. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted]
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding non-receipt of a refund for her...
cancelled layaway. It is unfortunate that we failed [redacted] expectations when she recently used Sears layaway. We value [redacted] patronage and can understand her frustration with the events detailed in her complaint. We regret that this incident occurred, and we can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that [redacted] District Manager for Sears Hometown Store [redacted], spoke with [redacted] in reference to her concerns. Additionally, he processed a new check for [redacted] refund on February 23, 2016. The check is expected to arrive at the address [redacted] provided within fifteen business days, and [redacted] is welcome to contact her local Sears Hometown Store directly if she has any questions about her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted]
October 18, 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 dishwasher. Our...
records show that Ms. [redacted] purchased her dishwasher on September 20, 2015. In accordance with Sears’ Return Policy, Ms. [redacted] had 30 days to return the dishwasher for a refund or an exchange. Now that more than a year has lapsed since the dishwasher was purchased, neither a refund nor an exchange is an option. While Ms. [redacted] carries a Master Protection Agreement (MPA) on the dishwasher, certain criteria must be met for a replacement; Ms. [redacted] has only had one qualifying repair completed to date, so a replacement cannot be considered. With that said, the repair to Ms. [redacted] dishwasher was completed on October 17, 2016, with the installation of a sensor and pump drain. If Ms. [redacted] still has concerns with the outer door cover, she can schedule another service call to address this cosmetic issue. In the interim, since Ms. [redacted] dishwasher has been repaired in accordance with the terms of her MPA, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding a
refund from Sears. When
I spoke with [redacted] and informed him that we would make an exception to our
return policy and allow him to return his washer, I explained that it can take
10/14 business days in which to receive his refund. That said the washer was
returned and checked into the warehouse on October 30, 2015. We expect [redacted] will receive his refund check early next week. Additionally, I have
asked [redacted] to contact me directly as I ‘am his single point of contact
for this issue, speaking with others who have no knowledge of the issue may
give him improper information. We truly apologize for the inconvenience and ask
that this complaint remain closed pending further contact. 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]
September 11, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94566281-Audrey [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her washer.
As clarification, Ms. [redacted] has a service contract called the Master Protection Agreement (MPA) and it has very specific terms regarding replacement. Ms. [redacted] washer had not met that criteria, but she was authorized to receive a replacement on August 24, 2015 as a courtesy. The new washer was delivered on August 29, 2015 according to our records.
We want to point out that reimbursement for laundry expenses is not a proviso of the MPA. To date, Ms. [redacted] has received $150.00 in laundry reimbursement and $100.00 worth of points were added to her SYWR account on August 25, 2015. As a final courtesy, we will send a check for another $100.00. We do not find Ms. [redacted] request to receive $600.00 reimbursement o to be a reasonable one and we are not obligated to grant it as noted above. This final check should arrive within 7-10 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]3
Tammie.[redacted]@searshc.com
December 15, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: [redacted] – [redacted]Dear Ms. [redacted],We have reviewed Ms. [redacted]’ rebuttal complaint regarding
her online order and non-receipt of a refund gift card.After reviewing Ms. [redacted] rebuttal, we sent an email
correspondence to her to verify her address before we proceeded. We also wanted
to confirm whether or not she had received the gift card between the time she
filed her complaint and now. On December 14, 2015, Ms. [redacted] replied to our
email and advised that she had finally received the gift card that day. It is unfortunate
that we failed her expectations as we value her patronage and we truly regret any
inconvenience she may have experienced. In the interim, we have noted Ms. [redacted]’
concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
December 19, 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 Ms. [redacted] complaint regarding her recent online order...
experience and request to have the items shipped to her. It is unfortunate that we failed Ms. [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. We regret that this incident occurred, 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 found that a full refund had been issued on November 28, 2016. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation