July 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9455[redacted] - Gwyn [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the need to reschedule her service call.
We would first...
like to apologize for the delay in responding to Ms. [redacted] complaint. Some of our complaints were not routed properly internally and it caused a delay in providing a response.
As for the actual issue involving the rescheduled appointment, while we understand that Ms. [redacted] found the situation frustrating, in any business that provides appointments there is always the chance that one might have to be rescheduled. This can be due to many hard to control factors such as a repair taking longer than expected, abnormal traffic, a technician out for illness, and various other reasons. What is not normal though is the fact that Ms. [redacted] was not advised in advance as to what was causing her call to be delayed and we apologize for this. It looks like by about 5:30 PM the day of service it was apparent the technician was not going to be able to run the call as he ended up overbooked. While the technician submitted this information via his hand held unit, the information did not download until the next day. Additionally, since it was after 5:00 pm Pacific time on a Saturday most of the support staff nationwide were no longer available to update the notes or contact the technician to see what the problem was.
With that said, Ms. [redacted] canceled her call so we were never able to actually go out to assess the dryer. We show that a part was sent to her (an element) that had a value of $96.35 with the tax. If she no longer wants to have her dryer fixed, then at the very least we would like to have the part sent back to us because our billing department will send a bill to her to pay for the part. If Ms. [redacted] had someone else complete the repair and use the part, if she could let us know it was installed, then we would be willing to provide a 50% discount on the part cost and only bill her for half of the amount. She can email me at Dana.[redacted]@searshc.com or call me at 512-[redacted] to let me know what the status is of the part and what arrangements could be made so that she would not receive a bill for the full amount. In the interim, since we were unable to discount service as Ms. [redacted] never had the service completed and yet we remain willing to provide some sort of reasonable accommodation, we have closed our file.
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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
May 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed our investigation of Mr. [redacted] complaint regarding a replacement under his Master...
Protection Agreement for his cooktop. On receipt of Mr. [redacted] complaint we found that he had cancelled his MPA and has received a refund per the cancelation terms and conditions of his MPA. Mr. [redacted] refund of $106.04 went back onto his Sears card ending in [redacted] Since Mr. [redacted] has cancelled his MPA and our records confirm the refund was received we have closed our 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]
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]
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
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Sear's response providing they actually hire additional techs for this area. Based on conversations with other owners of Sear's maintenance contracts in my area the shortage of techs has been a long running problem. The only way I will ever buy another major appliance from Sears is if they provide (in writing) that tech support will be available within three working days. If not they will pay my cost for having another company's tech come and fix the problem.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11012918, and find that this resolution is satisfactory to me.
Sincerely,
Erica [redacted]
February 4, 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 a recent...
transaction. On January 19, 2017, and adjustment for $179.99 was processed to Ms. [redacted] account. This leaves her with a balance of $54.77 that we will not be refunding. Ms. [redacted] receipt clealry noted that she could be assessed a restocking fee of 15% if the item is returned and also the delivery portion of the installation fee is a non- refundable charge. The restocking fee was refunded as a courtesy, but the delivery fee will remain as we provided that service and Ms. [redacted] decided she simply did not like the range after it was already in her home installed. In light of the aforementioned information, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [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:It speculates about the reason for the employees actions rather than dealing with facts. It does not answer my question. It is a cookie cutter general response. Sorry we did not meet your expectations. Nothing concrete has been done other send me a phony baloney email.
Sincerely,
[redacted]
January 31, 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. As...
clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted] located at [redacted] TX 77406, Email[redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order we found that the seller provided Ms. [redacted] with a return authorization and provided their address for her to return the merchandise to for a refund. In closure, since Ms. [redacted] made a purchase with a Third Party Marketplace Vendor, she will need to contact [redacted] directly for any questions or concerns. As this decision is in accordance to our posted terms and conditions, we have closed our file. 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 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted] - Linda [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding the delay of her refrigerator repair and her subsequent request...
for a replacement.
Ms. [redacted]'s Master Protection Agreement specifically states that, "we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement." The Agreement goes on to explain that "Product failure will be determined by us" and that "Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recall." The Agreement does not promise that repairs will be completed within any specific time-frame or period, but most service calls are completed with a diagnosis visit and then the installation of the ordered parts on the next visit. Upon receipt of this complaint, we revealed that replacement of Ms. [redacted]'s washer had already been authorized and she was issued a store credit of $1,199.99, which on July 12, 2015, she used toward the purchase of another washer from Sears. At this time, we can only apologize for any inconvenience she may have experienced and assure her that her comments have been documented. We respectfully ask to have this matter closed since we have provided a resolution appropriate to the terms of the Master Protection Agreement Ms. [redacted] purchased for her washer.
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]
September 28, 2016
Nita [redacted]
Revdex.com
330 North *abash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – John [redacted]
Dear Ms. [redacted]:
*e have completed the investigation of Mr. [redacted]’s complaint regarding the problem he encountered *hen he...
attempted to return the counter top micro*ave after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges *ithin the parameters of our stated refund and exchange policy. Our return policy is available on online at Kmart.com, posted on signs at registers, or a consumer can ask an associate for details. *ith that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging *ith all accessories, manuals, and parts, *ith your original receipt, for a refund or exchange (subject to the terms and conditions belo*). For most items, you have 30 days from the date of your original purchase to make a return *ith the follo*ing exceptions...”Since Mr. [redacted] purchased the countertop micro*ave on May 7, 2016, and attempted to return it on September 13, 2016, he *as clearly over the 30-day “hassle-free” return period.
Ho*ever, after the Sears hassle-free 30-day return/exchange period has expired, the countertop micro*ave is covered by the manufacturer’s one-year *arranty. The *arranty states, “If this product fails due to a defect or *orkmanship *ithin one year from the date of purchase, return it *ith proof of purchase to any Sears store or other Kenmore outlet in the United States for a free replacement”. Since Mr. [redacted] stated that the micro*ave *as not *orking, Mr. [redacted] should be issued an in-*arranty exchange, not a return. *e reached out to Store Manager David [redacted] to assist *ith the in-*arranty exchange. Mr. [redacted] contacted Mr. [redacted] to discuss his concerns. As a good-*ill gesture, Mr. [redacted] offered to make an exception and process a return for a refund. *ith that being said, since *e have addressed the issue brought forth in Mr. [redacted]’s complaint, *e have closed our file.
Again, *e 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
512-248-7954 direct
Matilda.[redacted]@searshc.com
October 26, 2016
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted]
Via: 1st Class US Postage
Via email: [redacted]
Dear Ms. [redacted],
This letter serves to...
confirm that Sears Home Improvement Products, Inc. (SHIP) has been in contact with Ms. [redacted] SHIP has complied with numerous demands she set forth to resolve her complaints. SHIP has provided her with all of her contract documentation, and instructed her to reach out to her loan servicer to obtain her loan documents. To address her installation complaint, SHIP attempted to schedule an installation date for her electrical breaker on Thursday, October 6th. The installers were running late due to heavy traffic, but kept in touch with Ms. [redacted] to advise her of their arrival time. Upon the installer’s arrival, Ms. [redacted] refused to allow them to complete the installation. This is not the first attempt to complete her installation, as a prior attempt in early September resulted in the installers being berated by Ms. [redacted] while she allowed her dogs run them off the property.
Florida is a right to cure state and we have copious documentation to show our attempts to complete her installation. We also have copious amounts of documentation and notes to show that Ms. [redacted] has repeatedly refused and blocked any attempt to complete the 2 minor punch list items. Due to our inability to amicably resolve this complaint, SHIP has removed the cost of the electrical breaker from her contract, as well as the cost of a return air grill from her contract that is bent. To reimburse her for these items, SHIP has sent a check via [redacted]/Signature required and she may repair those items at her leisure. This will substantially complete her contract with SHIP. Ms. [redacted] will be responsible for contacting the [redacted] Department upon completion of these items to inspect and finalize the permit.
At this time, we have concluded our investigation and we are closing our file. Thank you for your time, effort, and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted].
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
Complaint: [redacted]
I am rejecting this response because: It was handled very poorly by Sears Inc. The reply from Sears in inaccurate as to what actually happened. We had 11 service calls,The only reason the situation was finally resolved is because we spent another $600. though our original sale associate at the [redacted] Sears to get a completely different stove. There has been no compensation for the ordeal it has caused to our family for our time that was wasted with endless service calls and meals that were ruined as a result of a defective unit. Sears at [redacted] assisted in getting out of the quagmire created by the endless loop we were stuck in per Sears policy.I don't not want it to be recorded as being resolved satisfactorily because it wasn't. In fact I recommend that everyone I know shop elsewhere. Sears is far to difficult to do business with. This nightmare was not handled in a positive manner and it is wrong to imply that it was. I want the complaint to stand against Sears so others considering a purchase go elsewhere. Sincerely,PJ B[redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Mary M[redacted]I placed the order on sears.com not knowing that I was ordering from a third party based in China. My order was placed on December 10, and had nothing but a hard time from [redacted] Finally this week I got most of my money back, I asked so many times to cancel my order long before it was even shipped, and when I would call to check on the status of my order I would have to talk to someone in a call center located in the Philippines, and didn't know how to assist me, one girl at the call center told me that my order was shipped so there was not a problem even tho she knew that the original packet came from China and was shipped to an address in California, I live in Louisiana, the girl said still it was already shipped, nothing she could do, I was horrified to know that sears.com let me purchase a product from a third party seller based in China that can just ship the item to any random location and say you packet was shipped already there is no problem and can NOT speak good enough English to understand that I wanted what I paid for! [redacted] that third party seller [redacted] and see how common it is for people not to get their items purchased on sears.com through [redacted] and the hassle!! No one at sears cared!!!! I couldn't even talk to a real sears worker in the United States!!! I guess I should consider myself lucky because I did get most of my money back!
2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed our investigation [redacted] complaint regarding her dissatisfaction with Sears Home Services.
First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her dishwasher. Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded [redacted] concerns to the District Service Manager for further review. We appreciate the opportunity to address the customer service issues outlined within [redacted] complaint, so that future problems can be averted.
On October 22, 2015, [redacted] dishwasher was authorized for an in-warranty exchange, due to a part being on back-order. Our records show that [redacted] selected a new dishwasher on October 24, 2015, and is expecting installation within the next few days. With that said, since [redacted] is being provided with a new dishwasher, and we have documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
[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
June 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience....
It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his 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 forwarded this matter to the Corporate Gift Card department who confirmed that the gift cards were restored on June 20, 2016. Additionally, the gift cards have already been redeemed on a subsequent purchase. We hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example 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
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 inability to get her range...
repaired under a Home Warranty contract she has. We would like to clarify the coverage in question since Ms. [redacted] appears to be confused as to how it works. We sell a whole home warranty coverage on all the basic appliances in the kitchen. When it is purchased new, it does not take effect for 30 days and all appliances are represented to be in good working order. Once the 30 days has passed, if an item breaks, the consumer just has to call the number for the warranty, and when the technician arrives, the consumer is always responsible for a co-pay of $60.00 and the rest of the repair is covered. The contract is underwritten by [redacted] and sometimes Sears is dispatched for the service call but sometimes another provider is. On the dryer service Ms. [redacted] mentions, we assume this would have been scheduled after her warranty took effect in March and that it was another company that came out since we do not have any records of this. What we do have records of, is her range appointments that were all canceled. This includes her first range appointment that was set up when she bought the Home Warranty. We do have a promotion whereby we offer to repair an appliance for a flat rate price as an incentive to purchase the Home Warranty coverage that will apply to the other appliances in the home and to protect the appliance being repaired once it is brought back to good working order. On that first appointment, Ms. [redacted] would have owed the flat rate fee to repair the range (we believe this was $80.00 at the time). Once that was paid, all repairs up to $500.00 would have been covered. If the repair was over $500.00 or if the item could not be repaired, then she would have qualified for up to $500.00 towards a replacement. If that repair was successful for at least 90 days, then future service calls could be scheduled on it for just a $60.00 co-pay. With that said, we do not that Ms. [redacted] ever paid the flat-rate labor to repair the range so any future calls would have been canceled as a pre-existing. If Ms. [redacted] is willing to pay the flat rate labor rate for that very first service call which was actually being covered by Sears Home Services and not her Home Warranty, she is welcome to email me at [redacted] or call me at [redacted] so arrangements can be made. In the interim, since we remain willing to repair under the original conditions that were offered, we have closed our file pending her response. 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 Direct Line: [redacted] Email: [redacted]
July 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9455[redacted] - Gwyn [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the need to reschedule her service call.
We would first...
like to apologize for the delay in responding to Ms. [redacted] complaint. Some of our complaints were not routed properly internally and it caused a delay in providing a response.
As for the actual issue involving the rescheduled appointment, while we understand that Ms. [redacted] found the situation frustrating, in any business that provides appointments there is always the chance that one might have to be rescheduled. This can be due to many hard to control factors such as a repair taking longer than expected, abnormal traffic, a technician out for illness, and various other reasons. What is not normal though is the fact that Ms. [redacted] was not advised in advance as to what was causing her call to be delayed and we apologize for this. It looks like by about 5:30 PM the day of service it was apparent the technician was not going to be able to run the call as he ended up overbooked. While the technician submitted this information via his hand held unit, the information did not download until the next day. Additionally, since it was after 5:00 pm Pacific time on a Saturday most of the support staff nationwide were no longer available to update the notes or contact the technician to see what the problem was.
With that said, Ms. [redacted] canceled her call so we were never able to actually go out to assess the dryer. We show that a part was sent to her (an element) that had a value of $96.35 with the tax. If she no longer wants to have her dryer fixed, then at the very least we would like to have the part sent back to us because our billing department will send a bill to her to pay for the part. If Ms. [redacted] had someone else complete the repair and use the part, if she could let us know it was installed, then we would be willing to provide a 50% discount on the part cost and only bill her for half of the amount. She can email me at Dana.[redacted]@searshc.com or call me at 512-[redacted] to let me know what the status is of the part and what arrangements could be made so that she would not receive a bill for the full amount. In the interim, since we were unable to discount service as Ms. [redacted] never had the service completed and yet we remain willing to provide some sort of reasonable accommodation, we have closed our file.
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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
May 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed our investigation of Mr. [redacted] complaint regarding a replacement under his Master...
Protection Agreement for his cooktop. On receipt of Mr. [redacted] complaint we found that he had cancelled his MPA and has received a refund per the cancelation terms and conditions of his MPA. Mr. [redacted] refund of $106.04 went back onto his Sears card ending in [redacted] Since Mr. [redacted] has cancelled his MPA and our records confirm the refund was received we have closed our 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]
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]
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
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Sear's response providing they actually hire additional techs for this area. Based on conversations with other owners of Sear's maintenance contracts in my area the shortage of techs has been a long running problem. The only way I will ever buy another major appliance from Sears is if they provide (in writing) that tech support will be available within three working days. If not they will pay my cost for having another company's tech come and fix the problem.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11012918, and find that this resolution is satisfactory to me.
Sincerely,
Erica [redacted]
February 4, 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 a recent...
transaction. On January 19, 2017, and adjustment for $179.99 was processed to Ms. [redacted] account. This leaves her with a balance of $54.77 that we will not be refunding. Ms. [redacted] receipt clealry noted that she could be assessed a restocking fee of 15% if the item is returned and also the delivery portion of the installation fee is a non- refundable charge. The restocking fee was refunded as a courtesy, but the delivery fee will remain as we provided that service and Ms. [redacted] decided she simply did not like the range after it was already in her home installed. In light of the aforementioned information, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [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:It speculates about the reason for the employees actions rather than dealing with facts. It does not answer my question. It is a cookie cutter general response. Sorry we did not meet your expectations. Nothing concrete has been done other send me a phony baloney email.
Sincerely,
[redacted]
January 31, 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. As...
clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted] located at [redacted] TX 77406, Email[redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order we found that the seller provided Ms. [redacted] with a return authorization and provided their address for her to return the merchandise to for a refund. In closure, since Ms. [redacted] made a purchase with a Third Party Marketplace Vendor, she will need to contact [redacted] directly for any questions or concerns. As this decision is in accordance to our posted terms and conditions, we have closed our file. 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 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted] - Linda [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding the delay of her refrigerator repair and her subsequent request...
for a replacement.
Ms. [redacted]'s Master Protection Agreement specifically states that, "we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement." The Agreement goes on to explain that "Product failure will be determined by us" and that "Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recall." The Agreement does not promise that repairs will be completed within any specific time-frame or period, but most service calls are completed with a diagnosis visit and then the installation of the ordered parts on the next visit. Upon receipt of this complaint, we revealed that replacement of Ms. [redacted]'s washer had already been authorized and she was issued a store credit of $1,199.99, which on July 12, 2015, she used toward the purchase of another washer from Sears. At this time, we can only apologize for any inconvenience she may have experienced and assure her that her comments have been documented. We respectfully ask to have this matter closed since we have provided a resolution appropriate to the terms of the Master Protection Agreement Ms. [redacted] purchased for her washer.
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]
September 28, 2016
Nita [redacted]
Revdex.com
330 North *abash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – John [redacted]
Dear Ms. [redacted]:
*e have completed the investigation of Mr. [redacted]’s complaint regarding the problem he encountered *hen he...
attempted to return the counter top micro*ave after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges *ithin the parameters of our stated refund and exchange policy. Our return policy is available on online at Kmart.com, posted on signs at registers, or a consumer can ask an associate for details. *ith that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging *ith all accessories, manuals, and parts, *ith your original receipt, for a refund or exchange (subject to the terms and conditions belo*). For most items, you have 30 days from the date of your original purchase to make a return *ith the follo*ing exceptions...”Since Mr. [redacted] purchased the countertop micro*ave on May 7, 2016, and attempted to return it on September 13, 2016, he *as clearly over the 30-day “hassle-free” return period.
Ho*ever, after the Sears hassle-free 30-day return/exchange period has expired, the countertop micro*ave is covered by the manufacturer’s one-year *arranty. The *arranty states, “If this product fails due to a defect or *orkmanship *ithin one year from the date of purchase, return it *ith proof of purchase to any Sears store or other Kenmore outlet in the United States for a free replacement”. Since Mr. [redacted] stated that the micro*ave *as not *orking, Mr. [redacted] should be issued an in-*arranty exchange, not a return. *e reached out to Store Manager David [redacted] to assist *ith the in-*arranty exchange. Mr. [redacted] contacted Mr. [redacted] to discuss his concerns. As a good-*ill gesture, Mr. [redacted] offered to make an exception and process a return for a refund. *ith that being said, since *e have addressed the issue brought forth in Mr. [redacted]’s complaint, *e have closed our file.
Again, *e 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
512-248-7954 direct
Matilda.[redacted]@searshc.com
October 26, 2016
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted]
Via: 1st Class US Postage
Via email: [redacted]
Dear Ms. [redacted],
This letter serves to...
confirm that Sears Home Improvement Products, Inc. (SHIP) has been in contact with Ms. [redacted] SHIP has complied with numerous demands she set forth to resolve her complaints. SHIP has provided her with all of her contract documentation, and instructed her to reach out to her loan servicer to obtain her loan documents. To address her installation complaint, SHIP attempted to schedule an installation date for her electrical breaker on Thursday, October 6th. The installers were running late due to heavy traffic, but kept in touch with Ms. [redacted] to advise her of their arrival time. Upon the installer’s arrival, Ms. [redacted] refused to allow them to complete the installation. This is not the first attempt to complete her installation, as a prior attempt in early September resulted in the installers being berated by Ms. [redacted] while she allowed her dogs run them off the property.
Florida is a right to cure state and we have copious documentation to show our attempts to complete her installation. We also have copious amounts of documentation and notes to show that Ms. [redacted] has repeatedly refused and blocked any attempt to complete the 2 minor punch list items. Due to our inability to amicably resolve this complaint, SHIP has removed the cost of the electrical breaker from her contract, as well as the cost of a return air grill from her contract that is bent. To reimburse her for these items, SHIP has sent a check via [redacted]/Signature required and she may repair those items at her leisure. This will substantially complete her contract with SHIP. Ms. [redacted] will be responsible for contacting the [redacted] Department upon completion of these items to inspect and finalize the permit.
At this time, we have concluded our investigation and we are closing our file. Thank you for your time, effort, and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted].
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
Complaint: [redacted]
I am rejecting this response because: It was handled very poorly by Sears Inc. The reply from Sears in inaccurate as to what actually happened. We had 11 service calls,The only reason the situation was finally resolved is because we spent another $600. though our original sale associate at the [redacted] Sears to get a completely different stove. There has been no compensation for the ordeal it has caused to our family for our time that was wasted with endless service calls and meals that were ruined as a result of a defective unit. Sears at [redacted] assisted in getting out of the quagmire created by the endless loop we were stuck in per Sears policy.I don't not want it to be recorded as being resolved satisfactorily because it wasn't. In fact I recommend that everyone I know shop elsewhere. Sears is far to difficult to do business with. This nightmare was not handled in a positive manner and it is wrong to imply that it was. I want the complaint to stand against Sears so others considering a purchase go elsewhere. Sincerely,PJ B[redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Mary M[redacted]I placed the order on sears.com not knowing that I was ordering from a third party based in China. My order was placed on December 10, and had nothing but a hard time from [redacted] Finally this week I got most of my money back, I asked so many times to cancel my order long before it was even shipped, and when I would call to check on the status of my order I would have to talk to someone in a call center located in the Philippines, and didn't know how to assist me, one girl at the call center told me that my order was shipped so there was not a problem even tho she knew that the original packet came from China and was shipped to an address in California, I live in Louisiana, the girl said still it was already shipped, nothing she could do, I was horrified to know that sears.com let me purchase a product from a third party seller based in China that can just ship the item to any random location and say you packet was shipped already there is no problem and can NOT speak good enough English to understand that I wanted what I paid for! [redacted] that third party seller [redacted] and see how common it is for people not to get their items purchased on sears.com through [redacted] and the hassle!! No one at sears cared!!!! I couldn't even talk to a real sears worker in the United States!!! I guess I should consider myself lucky because I did get most of my money back!
Contact Name and Title: [redacted]
October 26,...
2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed our investigation [redacted] complaint regarding her dissatisfaction with Sears Home Services.
First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her dishwasher. Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded [redacted] concerns to the District Service Manager for further review. We appreciate the opportunity to address the customer service issues outlined within [redacted] complaint, so that future problems can be averted.
On October 22, 2015, [redacted] dishwasher was authorized for an in-warranty exchange, due to a part being on back-order. Our records show that [redacted] selected a new dishwasher on October 24, 2015, and is expecting installation within the next few days. With that said, since [redacted] is being provided with a new dishwasher, and we have documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
[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
June 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience....
It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his 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 forwarded this matter to the Corporate Gift Card department who confirmed that the gift cards were restored on June 20, 2016. Additionally, the gift cards have already been redeemed on a subsequent purchase. We hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example 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
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 inability to get her range...
repaired under a Home Warranty contract she has. We would like to clarify the coverage in question since Ms. [redacted] appears to be confused as to how it works. We sell a whole home warranty coverage on all the basic appliances in the kitchen. When it is purchased new, it does not take effect for 30 days and all appliances are represented to be in good working order. Once the 30 days has passed, if an item breaks, the consumer just has to call the number for the warranty, and when the technician arrives, the consumer is always responsible for a co-pay of $60.00 and the rest of the repair is covered. The contract is underwritten by [redacted] and sometimes Sears is dispatched for the service call but sometimes another provider is. On the dryer service Ms. [redacted] mentions, we assume this would have been scheduled after her warranty took effect in March and that it was another company that came out since we do not have any records of this. What we do have records of, is her range appointments that were all canceled. This includes her first range appointment that was set up when she bought the Home Warranty. We do have a promotion whereby we offer to repair an appliance for a flat rate price as an incentive to purchase the Home Warranty coverage that will apply to the other appliances in the home and to protect the appliance being repaired once it is brought back to good working order. On that first appointment, Ms. [redacted] would have owed the flat rate fee to repair the range (we believe this was $80.00 at the time). Once that was paid, all repairs up to $500.00 would have been covered. If the repair was over $500.00 or if the item could not be repaired, then she would have qualified for up to $500.00 towards a replacement. If that repair was successful for at least 90 days, then future service calls could be scheduled on it for just a $60.00 co-pay. With that said, we do not that Ms. [redacted] ever paid the flat-rate labor to repair the range so any future calls would have been canceled as a pre-existing. If Ms. [redacted] is willing to pay the flat rate labor rate for that very first service call which was actually being covered by Sears Home Services and not her Home Warranty, she is welcome to email me at [redacted] or call me at [redacted] so arrangements can be made. In the interim, since we remain willing to repair under the original conditions that were offered, we have closed our file pending her response. 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 Direct Line: [redacted] Email: [redacted]