Complaint: [redacted]
I am rejecting this response because: If Sears is refusing to even send out a repair persons to determine that they have sold me a defective washing machine ( their own product - a Kenmore) then I guess there is nothing else I can do. Sears treats their customers poorly even if they have a legitimate complaint. You have to admit, a washer that stops working 3 times in 2 years is at least worthy of Sears attention if only to correct something in the manufacture of this misfit of a washer. My complaint is legitimate. Sadly, the outcome of this is that I will never purchase from Sears again. I'm sure you have heard that hundreds of times. And sadly Sears does not care.
Sincerely,
Patricia [redacted]
Contact Name and Title: MELISSA [redacted]
September 1, 2015
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Lenore [redacted] - # 945[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator...
repair.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. Additionally, we would like to assure Ms. [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. Accordingly, we forwarded Ms. [redacted] complaint to the District Service Manager for review and we are confident that her concerns will be thoroughly addressed. On August 31, 2015, the technician returned to Ms. [redacted] home to install the parts that were previously ordered; completing the repair. As a conciliatory gesture for any inconvenience Ms. [redacted] may have experienced, we have extended her Master Protection Agreement (MPA) for six months; the coverage now expires on March 11, 2016. In summary, since we have completed the repair to Ms. [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
December 8, 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] rebuttal to the response we provided regarding the charges he incurred for the in-home service for the repair of his washer and his request for reimbursement.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that the washer repair was not covered by the protection agreement, the fact remains that Mr. [redacted] failed to renew the service agreement and the contract expired.
As far as Mr. [redacted] request that we apply the service fee to a 3-year extended service agreement is concerned, we did not find that this was warranted, particularly since it is a consumer’s responsibility to pay for non-warrantied repairs or purchase some sort of extended warranty coverage. 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. As this decision is commensurate to the circumstances, we have closed our file.
We 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]
[redacted]
May 19, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
*
Dear [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her range where the self-clean feature doesn’t...
work properly.
We apologize that Ms. [redacted] range 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 range in May of 2015, and the manufacturer’s warranty expired a year after in May of 2016. We do not show that any repairs were ever completed by Sears whether under the warranty or otherwise. Ms. [redacted] mentioned that she felt that there was a manufacturer’s defect, we looked at her model of range and do not see any known issues with the unit or any defects.
With that said, a refund would only have been an option within about 60 days of the purchase date and that time has long since been exceeded. As a one-time courtesy, we are willing to schedule a repair and waive the trip/diagnostic fee for Ms. [redacted] but she will be responsible for any labor and parts charges. Should Ms. [redacted] wish to accept this offer, she may contact myself, [redacted]r at [redacted] or [redacted] That being said, because we have addressed Ms. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]rRegulatory Complaints Specialist
July 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]0-Robert [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]' complaint regarding his water heater.
Unfortunately, we do not have any...
installation providers in Mr. [redacted]' area currently and we have no process in place to pay one directly. Regrettably, this means Mr. [redacted] will have to make arrangements for installation herself. Currently, the replacement water heater is scheduled to arrive at the local Laurel store tomorrow and then arrangements are setup to deliver the unit to her home on Friday so Mr. [redacted] should have a new water heater shortly. Additionally, he was sent a check for the cost of our basic installation, which is $239.99 on June 24, 2015. Accordingly, we have fulfilled the terms of Mr. [redacted]' service contract. With that said, we are willing to make an additional concession to him if necessary in the interest of resolving this issue speedily as we know his water supply is affected. If Mr. [redacted] cannot find a plumber to provide basic installation for $240.00, we are willing to send him an additional check for up to $100.00 if he can provide a detailed, itemized invoice from the plumber. We want to make it clear that this is only if additional fees are required for basic installation, which consists of hooking the unit up to an existing power source, and that is all his service contract covers. No additional materials or labor needed to bring the unit up to local building codes would apply. Mr. [redacted] may fax any documents from the plumber to me at (512) [redacted] or they may also be emailed to me at Tammie.[redacted]@searshc.com. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
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]
(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:Richard M[redacted] from Sears Wolfchase contacted me today. He was most professional and helpful. We discussed my issue and he resolved all my concerns. Mr. M[redacted] should be commended for his professionalism and customer relations skills. Please, show my complaint as resolved and forward this email to Sears.Regards,Michael W[redacted]
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,
Mihael W[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Heidi [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding service for his Kenmore Dryer. Upon receipt of Mr....
[redacted] complaint, we found that he had previously been in contact with Mr. Robert [redacted] in our escalated complaint department. Mr. [redacted] was able to set service for the dryer and that service was completed on February 13, 2017. Mr. [redacted] confirmed with Mr. [redacted] that the dryer was repaired. If Mr. [redacted] is still in need of assistance he need only contact Mr. [redacted] directly via email at [redacted] or by phone; [redacted] Since it is our understanding that Mr. [redacted] issue has been addressed we have closed this complaint. 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]
June 17, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the customer service provided...
by the store when he attempted to return the tractor he had just purchased.
Upon receipt of Mr. [redacted] complaint we reached out to [redacted], Store Manager for Store [redacted], to assist with Mr. [redacted] concern. Ms. [redacted] researched and discovered that the customer had not called the store, but had called delivery service when he had the problem with the tractor. Ms. [redacted] confirmed that the tractor had been returned to the store and a refund for the tractor was issued. On June 13, 2016 Ms. [redacted] contacted Mr. [redacted] and apologized for any inconvenience this may have caused. Ms. [redacted] also agreed to reimburse Mr. [redacted] for the [redacted] rental and he accepted the offer. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
Complaint[redacted]
I am rejecting this response because: I was told that I would receive a phone call on Wednesday July 5 to schedule a pcik up of the lawnmower on the 6th. I have not received a phone call.
Sincerely,
Donna Z[redacted]
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
Dear [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator that he feels is...
refurbished.
We have received Mr. [redacted] complaint and apologize for any confusion with regards to his refrigerator. Our appliances are all sold as brand new unless specifically sold as a used item. In Mr. [redacted] case, he purchased refrigerator item# [redacted] which is a brand new appliance. While we understand his concerns, we have no indication that his refrigerator was ever owned before as all evidence points to the contrary. We are happy to have a technician look at Mr. [redacted] refrigerator to which he agreed and states that he will call Sears when he is able to have someone at his home. That being said, because we have addressed Mr. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
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]
July 6, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Marion L[redacted] Dear Ms. [redacted] We have completed our review of Ms. L[redacted] rebuttal complaint regarding her service experience and non-receipt of a gift card. As stated in our previous response, Sears does not make any promise that service will be provided within a certain time frame or date. On June 16, 2017, Sears Service did offer to reschedule however Ms. L[redacted] declined rescheduling and only accepted the gift card. Additionally, Sears Service made another attempt on June 17, 2017, to reschedule but were only able to leave a voicemail. It was not until June 19, 2017, when Ms. L[redacted] returned Sears’ call and requested service on the 20th or 21st. However, again at that point those dates were booked and unavailable. Our records show that Ms. L[redacted] decided to cancel the service request. We understand that Ms. L[redacted] dissatisfaction may cause a subsequent loss of sales for Sears and we do not take this lightly. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms. L[redacted] expectations. In reference to the gift card offer, our records show that the gift card was sent on June 16, 2017. Sears Corporate Gift Cards researched this matter and have re-processed the replacement gift card. The gift card will be mailed within 10 business days which means Ms. L[redacted] can expect to receive the card by July 20, 2017. We have noted Ms. L[redacted] comments and respectfully ask this complaint to be closed, pending the receipt of the new gift card. 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
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,
Lindsey [redacted]
Complaint: [redacted]
I am rejecting this response because:We request that credit be issued in form of points to be added to the rewards account please.
Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: The statements from Ms. [redacted] are false. The reason why I was forced to file a complaint with the Revdex.com is because I have left Ms. [redacted] 9 voicemail messages asking to speak with her regarding this situation and she never responded. The only time I have spoken with her was after filing this complaint.On the day of the carpet cleaning I reached out to the Sears Buffalo Grove office and left messages to speak with someone regarding this issue. I called every day starting Monday 10/17 until 10/21 when finaly Steve returned my call. He said that because my mom had agreed on the services and signed the invoce the only thing he could do is give me a credit of $200 for carpet cleaning services which I could use up to one year from now. He did not want to discount the price of the carpet cleaning that was done, the only option I had was to pay $568 and get these coupons to use on up to 4 rooms of carpet cleaning. I told him I did not want to pay the $568 because I had agreed on $241. He recommended I call Ms Rhonda [redacted], which I did every day practically and left her 9 voicemail messages asking her to call me to resolve this issue. The reason why I'm rejecting the offer of the credit is because it is first of all for services which, in all honesty I really don't want anyone from Sears in my home again, and the second reason is because they did not honor the contract/agreement they had with me. My name is on the invoice and so is my cell number which the service man called me on 1 hour prior to coming to my home. Why didn't he call me again and try to sell me $331 worth of carpet cleaning? Was it because it was easier to sell it to a 85 year old vulnerable elderly person with a slight language barrier?
Sincerely,
Maria [redacted]
November 17, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Sandra S[redacted]
Dear Ms. Virghes:
We have completed the investigation of Ms. S[redacted] complaint regarding her dissatisfaction that the wall oven was not...
properly installed and the problems she encountered with the return of the wall oven.
Firstly, we would like to apologize for any inconvenience that Ms. S[redacted] may have experienced. Upon receipt of Ms. S[redacted] complaint we reviewed the installation and delivery notes related to the wall oven. The notes indicated that Ms. S[redacted] had in fact requested to return the unit on September 12, 2017, which was within the 30 day return period. On October 23, 2017 we contacted Ms. S[redacted] and offered to process the return of the wall oven. We advised Ms. S[redacted] that the credit for the wall oven would be issued after the unit was returned to our warehouse. On October 26, 2017 we received confirmation that the wall oven had been returned and the credit was issued. However, on October 30, 2017 Ms. S[redacted] notified us that she had not received the refund for the protection agreement that she purchased along with the wall oven. We advised that the refund for the protection agreement is typically issued separately. We reached out to our contract department and it was confirmed that the contract was cancelled on November 2, 2017 and the credit was issued to Ms. S[redacted] credit card ending in [redacted]. With that being said, since we have addressed the issue brought forth in Ms. S[redacted] complaint, we have closed our file.
We apologize to Ms. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
Complaint: [redacted]
I am rejecting this response because: If Sears is refusing to even send out a repair persons to determine that they have sold me a defective washing machine ( their own product - a Kenmore) then I guess there is nothing else I can do. Sears treats their customers poorly even if they have a legitimate complaint. You have to admit, a washer that stops working 3 times in 2 years is at least worthy of Sears attention if only to correct something in the manufacture of this misfit of a washer. My complaint is legitimate. Sadly, the outcome of this is that I will never purchase from Sears again. I'm sure you have heard that hundreds of times. And sadly Sears does not care.
Sincerely,
Patricia [redacted]
Contact Name and Title: MELISSA [redacted]
September 1, 2015
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Lenore [redacted] - # 945[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator...
repair.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. Additionally, we would like to assure Ms. [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. Accordingly, we forwarded Ms. [redacted] complaint to the District Service Manager for review and we are confident that her concerns will be thoroughly addressed. On August 31, 2015, the technician returned to Ms. [redacted] home to install the parts that were previously ordered; completing the repair. As a conciliatory gesture for any inconvenience Ms. [redacted] may have experienced, we have extended her Master Protection Agreement (MPA) for six months; the coverage now expires on March 11, 2016. In summary, since we have completed the repair to Ms. [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
December 8, 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] rebuttal to the response we provided regarding the charges he incurred for the in-home service for the repair of his washer and his request for reimbursement.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that the washer repair was not covered by the protection agreement, the fact remains that Mr. [redacted] failed to renew the service agreement and the contract expired.
As far as Mr. [redacted] request that we apply the service fee to a 3-year extended service agreement is concerned, we did not find that this was warranted, particularly since it is a consumer’s responsibility to pay for non-warrantied repairs or purchase some sort of extended warranty coverage. 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. As this decision is commensurate to the circumstances, we have closed our file.
We 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]
[redacted]
May 19, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
*
Dear [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her range where the self-clean feature doesn’t...
work properly.
We apologize that Ms. [redacted] range 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 range in May of 2015, and the manufacturer’s warranty expired a year after in May of 2016. We do not show that any repairs were ever completed by Sears whether under the warranty or otherwise. Ms. [redacted] mentioned that she felt that there was a manufacturer’s defect, we looked at her model of range and do not see any known issues with the unit or any defects.
With that said, a refund would only have been an option within about 60 days of the purchase date and that time has long since been exceeded. As a one-time courtesy, we are willing to schedule a repair and waive the trip/diagnostic fee for Ms. [redacted] but she will be responsible for any labor and parts charges. Should Ms. [redacted] wish to accept this offer, she may contact myself, [redacted]r at [redacted] or [redacted] That being said, because we have addressed Ms. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]rRegulatory Complaints Specialist
July 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]0-Robert [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]' complaint regarding his water heater.
Unfortunately, we do not have any...
installation providers in Mr. [redacted]' area currently and we have no process in place to pay one directly. Regrettably, this means Mr. [redacted] will have to make arrangements for installation herself. Currently, the replacement water heater is scheduled to arrive at the local Laurel store tomorrow and then arrangements are setup to deliver the unit to her home on Friday so Mr. [redacted] should have a new water heater shortly. Additionally, he was sent a check for the cost of our basic installation, which is $239.99 on June 24, 2015. Accordingly, we have fulfilled the terms of Mr. [redacted]' service contract. With that said, we are willing to make an additional concession to him if necessary in the interest of resolving this issue speedily as we know his water supply is affected. If Mr. [redacted] cannot find a plumber to provide basic installation for $240.00, we are willing to send him an additional check for up to $100.00 if he can provide a detailed, itemized invoice from the plumber. We want to make it clear that this is only if additional fees are required for basic installation, which consists of hooking the unit up to an existing power source, and that is all his service contract covers. No additional materials or labor needed to bring the unit up to local building codes would apply. Mr. [redacted] may fax any documents from the plumber to me at (512) [redacted] or they may also be emailed to me at Tammie.[redacted]@searshc.com. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com
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]
(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:Richard M[redacted] from Sears Wolfchase contacted me today. He was most professional and helpful. We discussed my issue and he resolved all my concerns. Mr. M[redacted] should be commended for his professionalism and customer relations skills. Please, show my complaint as resolved and forward this email to Sears.Regards,Michael W[redacted]
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,
Mihael W[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Heidi [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding service for his Kenmore Dryer. Upon receipt of Mr....
[redacted] complaint, we found that he had previously been in contact with Mr. Robert [redacted] in our escalated complaint department. Mr. [redacted] was able to set service for the dryer and that service was completed on February 13, 2017. Mr. [redacted] confirmed with Mr. [redacted] that the dryer was repaired. If Mr. [redacted] is still in need of assistance he need only contact Mr. [redacted] directly via email at [redacted] or by phone; [redacted] Since it is our understanding that Mr. [redacted] issue has been addressed we have closed this complaint. 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]
June 17, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the customer service provided...
by the store when he attempted to return the tractor he had just purchased.
Upon receipt of Mr. [redacted] complaint we reached out to [redacted], Store Manager for Store [redacted], to assist with Mr. [redacted] concern. Ms. [redacted] researched and discovered that the customer had not called the store, but had called delivery service when he had the problem with the tractor. Ms. [redacted] confirmed that the tractor had been returned to the store and a refund for the tractor was issued. On June 13, 2016 Ms. [redacted] contacted Mr. [redacted] and apologized for any inconvenience this may have caused. Ms. [redacted] also agreed to reimburse Mr. [redacted] for the [redacted] rental and he accepted the offer. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
Complaint[redacted]
I am rejecting this response because: I was told that I would receive a phone call on Wednesday July 5 to schedule a pcik up of the lawnmower on the 6th. I have not received a phone call.
Sincerely,
Donna Z[redacted]
May 11, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
Dear [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator that he feels is...
refurbished.
We have received Mr. [redacted] complaint and apologize for any confusion with regards to his refrigerator. Our appliances are all sold as brand new unless specifically sold as a used item. In Mr. [redacted] case, he purchased refrigerator item# [redacted] which is a brand new appliance. While we understand his concerns, we have no indication that his refrigerator was ever owned before as all evidence points to the contrary. We are happy to have a technician look at Mr. [redacted] refrigerator to which he agreed and states that he will call Sears when he is able to have someone at his home. That being said, because we have addressed Mr. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
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]
July 6, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Marion L[redacted] Dear Ms. [redacted] We have completed our review of Ms. L[redacted] rebuttal complaint regarding her service experience and non-receipt of a gift card. As stated in our previous response, Sears does not make any promise that service will be provided within a certain time frame or date. On June 16, 2017, Sears Service did offer to reschedule however Ms. L[redacted] declined rescheduling and only accepted the gift card. Additionally, Sears Service made another attempt on June 17, 2017, to reschedule but were only able to leave a voicemail. It was not until June 19, 2017, when Ms. L[redacted] returned Sears’ call and requested service on the 20th or 21st. However, again at that point those dates were booked and unavailable. Our records show that Ms. L[redacted] decided to cancel the service request. We understand that Ms. L[redacted] dissatisfaction may cause a subsequent loss of sales for Sears and we do not take this lightly. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms. L[redacted] expectations. In reference to the gift card offer, our records show that the gift card was sent on June 16, 2017. Sears Corporate Gift Cards researched this matter and have re-processed the replacement gift card. The gift card will be mailed within 10 business days which means Ms. L[redacted] can expect to receive the card by July 20, 2017. We have noted Ms. L[redacted] comments and respectfully ask this complaint to be closed, pending the receipt of the new gift card. 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.)
Because of Sears taking care of this issue now I am satisfied .
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,
Lindsey [redacted]
Complaint: [redacted]
I am rejecting this response because:We request that credit be issued in form of points to be added to the rewards account please.
Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: The statements from Ms. [redacted] are false. The reason why I was forced to file a complaint with the Revdex.com is because I have left Ms. [redacted] 9 voicemail messages asking to speak with her regarding this situation and she never responded. The only time I have spoken with her was after filing this complaint.On the day of the carpet cleaning I reached out to the Sears Buffalo Grove office and left messages to speak with someone regarding this issue. I called every day starting Monday 10/17 until 10/21 when finaly Steve returned my call. He said that because my mom had agreed on the services and signed the invoce the only thing he could do is give me a credit of $200 for carpet cleaning services which I could use up to one year from now. He did not want to discount the price of the carpet cleaning that was done, the only option I had was to pay $568 and get these coupons to use on up to 4 rooms of carpet cleaning. I told him I did not want to pay the $568 because I had agreed on $241. He recommended I call Ms Rhonda [redacted], which I did every day practically and left her 9 voicemail messages asking her to call me to resolve this issue. The reason why I'm rejecting the offer of the credit is because it is first of all for services which, in all honesty I really don't want anyone from Sears in my home again, and the second reason is because they did not honor the contract/agreement they had with me. My name is on the invoice and so is my cell number which the service man called me on 1 hour prior to coming to my home. Why didn't he call me again and try to sell me $331 worth of carpet cleaning? Was it because it was easier to sell it to a 85 year old vulnerable elderly person with a slight language barrier?
Sincerely,
Maria [redacted]
November 17, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Sandra S[redacted]
Dear Ms. Virghes:
We have completed the investigation of Ms. S[redacted] complaint regarding her dissatisfaction that the wall oven was not...
properly installed and the problems she encountered with the return of the wall oven.
Firstly, we would like to apologize for any inconvenience that Ms. S[redacted] may have experienced. Upon receipt of Ms. S[redacted] complaint we reviewed the installation and delivery notes related to the wall oven. The notes indicated that Ms. S[redacted] had in fact requested to return the unit on September 12, 2017, which was within the 30 day return period. On October 23, 2017 we contacted Ms. S[redacted] and offered to process the return of the wall oven. We advised Ms. S[redacted] that the credit for the wall oven would be issued after the unit was returned to our warehouse. On October 26, 2017 we received confirmation that the wall oven had been returned and the credit was issued. However, on October 30, 2017 Ms. S[redacted] notified us that she had not received the refund for the protection agreement that she purchased along with the wall oven. We advised that the refund for the protection agreement is typically issued separately. We reached out to our contract department and it was confirmed that the contract was cancelled on November 2, 2017 and the credit was issued to Ms. S[redacted] credit card ending in [redacted]. With that being said, since we have addressed the issue brought forth in Ms. S[redacted] complaint, we have closed our file.
We apologize to Ms. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]