November 3, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611
[redacted] [redacted]
[redacted]We have
completed our investigation [redacted] complaint regarding her refrigerator
repair.First,
we would like...
to apologize to [redacted] for failing her expectations in regard
to the repair of her refrigerator. Additionally,
we would like to assure [redacted] that we do not take these matters lightly and
we have forwarded her concerns to the District Service Manager and Routing
Manager for further review. We
appreciate the opportunity to address the customer service/scheduling issues
outlined within [redacted] complaint, so that future problems can be
averted. On October 29, 2015, after
reviewing the notes within our service system, we authorized [redacted] for an
in-warranty exchange. While [redacted] only paid $1,444.90 for her
refrigerator, we determined that $2,011.75 was needed to provide her with a
comparable replacement. [redacted] used
the aforementioned credit and an additional $100.00 discount to select a new
refrigerator. The unit she selected was
slightly more than the amount we allotted, so [redacted] paid the difference of $264.37. Our records show that the new refrigerator is
scheduled for delivery on November 11, 2015, which is the first available
date. Additionally,
we explained to [redacted] why she was denied food loss compensation; the
manufacturer’s warranty does not provide for consequential damages. Food loss could only be recouped if a protection
agreement is carried on the refrigerator. With that said, since it is our
understanding that [redacted] is satisfied with the outcome of her complaint, we
ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
September 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Lauren [redacted] #...
94568111
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding lawn care reimbursement when her tractor was being repaired.
Upon receiving Ms. [redacted]'s complaint, we would like to apologize for the confusion with regards to the lawn care reimbursement that she was promised. It should be noted that Ms. [redacted] has spoken with our Customer Solutions department and her lawn care was processed in the form of a bank check on August 29, 2015 in the amount of $200.00 under salescheck# 099117563734. We again apologize for any confusion that Ms. [redacted] may have experienced. That being said, because we have provided Ms. [redacted] with her requested resolution, 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,
Erica [redacted]
Regulatory Complaints Specialist
512-[redacted]
Erica.[redacted]@searshc.com
July 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a recent purchase....
We would like to point out that the material provided with this patio furniture notes: “store indoors during long periods of inclement weather. Make sure furniture is completely dry before storage. Use a proper outdoor cover when left outside during inclement weather or when not in use.” Accordingly, we feel that the exposure to harsh weather elements may have caused the breakdown Ms. [redacted] spoke of. Despite that fact, we are going to allow Ms. [redacted] to return the items in the interest of consumer satisfaction. To that end, a [redacted] Call Tag should be emailed to Ms. [redacted] within 48 business hours. We have also sent an email with directions regarding how this should be handled. Once the item is received back in our warehouse, a refund will be issued. Should she have any other questions, Ms. [redacted] may contact me during normal business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered 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 [redacted]
June 2, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction that the...
tractor failed too soon and the multiple repair attempts.
We apologize that Mr. [redacted] tractor failed to meet his expectations. 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 when the product is only a few months old. We reviewed the service orders and the notes related to the tractor. According to our records, the most recent repair was completed on May 17, 2017 and the technician replaced the engine. We contacted Mr. [redacted] to follow up on the tractor performance after the repair was completed. Mr. [redacted] confirmed that he has not had the opportunity to use the tractor since the final repair. Mr. [redacted] mentioned that he will not return to the area until November 2017. He will contact us if he continues to have an issue with the tractor. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11114870, and find that this resolution is satisfactory to me.
Sincerely,
Esther [redacted]
August 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint...
regarding a recent purchase. According to our records, Mr. [redacted] received the correct pedestal on July 29, 2016. Additionally, a credit for $43.30 was issued to his account on July 31, 2016. We appreciate him taking the time to bring this matter to our attention. Since we have granted Mr. [redacted] requests, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 14, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple rescheduled...
service appointments for the repair of her washer and dryer.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a washer and dryer repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We contacted Ms. [redacted] and she confirmed that she wanted to cancel the protection agreements on both her washer and dryer due to the rescheduled appointments. We advised Ms. [redacted] that per the terms on the agreement, she would receive a prorated refund for the remaining term on her contracts. Ms. [redacted] should receive a bank check within 2 – 3 weeks. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[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 a purchase made online at [redacted] manager of the...
Grand Junction Sears Outlet provided the following response: The ovens noted in Mr[redacted] complaint were purchased online and per the order, the ovens were to be picked up from the store. When I spoke with Mr. [redacted] I explained that he did not pay for shipping and he became very agitated and told me that I needed to fix the problem. I did explain to Mr. ** that I would try to locate shipping for him and I sent him several options. Mr. ** was very unhappy because of the prices to have the ovens shipped to his home. Mr. ** agreed to take the cheaper rate and when [redacted] freight contacted him to cover the shipment, he said he wanted a lift gate and delivery to door. [redacted] informed Mr. ** that the additional services requested will cost more money, and he was not interested in paying anything additional. That said, the order has been canceled and Mr. ** has been fully refunded. Since we have noted our response to Mr[redacted] complaint, we ask that this complaint be closed. We apologize to Mr. ** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
August 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 945[redacted] - K. Rachel [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms....
[redacted]'s complaint regarding her recent online order.
We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. After reviewing the order we found that she had been in contact with Online Solutions, Sears' escalated complaint department. Online Solutions assisted in contacting the Marketplace vendor to arrange the return. Our records show that a refund was processed on August 9, 2015, for $48.80 under return receipt number 093014861332. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, Online Solutions advised that the [redacted] account will not be charged back. In the interim, since a refund has been provided and we have noted Ms. [redacted]'s concerns, 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,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[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]'s complaint regarding Sears Home Services and repairs to her refrigerator.
[redacted]...
[redacted], Sears Home Services, District Service Manager provided the following response:
I have reviewed Ms. [redacted]'s complaint and her request for a refund for the trip/diagnostic trip charge as well as food loss. Ms. [redacted] asks to be reimbursed for her service fees, as noted by Ms. [redacted] in her complaint, our technician did his job perfectly in diagnosing the problem and ordering the parts needed for the repair. So, there would be no justification for reimbursing the fees for those services. Additionally, Ms. [redacted] asks to be compensated for food loss. It is important to note that food loss reimbursement is a benefit for consumers whose appliances are covered by a Sears Protection Agreement. Ms. [redacted] does not coverage on her refrigerator and her manufacturer's warranty expired on August 30, 2014, therefore she is not entitled to food loss reimbursement. Our records indicate that a technician completed repairs to Ms. [redacted]'s refrigerator on October 16, 2015, when he installed a new compressor and drier assembly. At this time, since we have noted our response to Ms. [redacted]'s complaint, we ask that this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted].[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: the issue has not yet been resolved! It's unbelievable how long this process has dragged out. Yes, the original part arrived damaged and a new one was ordered. However, they still sent a technician to my home before the replacement part arrived even though I had informed them numerous times (over the phone when trying to reschedule the appointment) that the part had not yet arrived. When the technician arrived at my home February 10, 2017, I was home, but I had to ask him to leave and come back after all the parts were received. Currently I have an appointment for Friday, February 17, 2017, not February 20, 2017. The contradiction of this response in and of itself is the exact reason for my refusing to accept. I will not accept a response until the work is complete and satisfactory. To this point, no repair work has been completed, only parts ordered.
Sincerely,
William [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,
Michele D[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has agreed to replace the dishwasher. I have not got the new dishwasher yet, so if I don't receive it, I will contact again. Thank you for your help in this matter!
January 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator repair. ...
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] On November 30, 2016, a Sears Service technician examined Ms. [redacted] refrigerator and determined that the evaporator cover, bimetal and heater needed to be replaced. The parts were ordered and the technician returned on January 16, 2017, to install the parts. Unfortunately, the repair took longer than expected; the first appointment for December 21, 2016, was canceled because the technician was sick, and the second appointment for January 9, 2017, was canceled and rescheduled because of inclement weather. While we understand that Ms. [redacted] would like the refrigerator replaced; this decision would need to be made by [redacted], the warrantor of Ms. [redacted] service contract, not Sears Home Services. Sears Home Services is only the service provider authorized by [redacted] to repair Ms. [redacted] refrigerator. With that said, since Sears Home Services has completed the repair to Ms. [redacted] refrigerator, as mandated by her [redacted] service contract, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 25, 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]’s rebuttal to the response we provided 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.
We have Ms. T[redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied that her washer has failed again, the fact remains that the warranty repair was completed over 3 years ago and the washer no longer has any coverage. 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. Ms. T[redacted] did purchase a 3 year extended warranty that expired on April 26, 2017, and she did not renew it.
As previously mentioned, we offered Ms. T[redacted] service on her washer 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 scheduled; however, on September 15, 2017 Ms. T[redacted] contacted us and cancelled service. She stated that it would be less challenging for her to just go out and purchase a new appliance
As far as Ms. T[redacted]’s concern that the same model washer that she purchased 3 years ago is no longer sold; most appliance manufacturers typically discontinue product within a year to introduce newer models. With that being said, since we have addressed the issue brought forth in Ms. T[redacted]’s rebuttal, 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,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
May 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer...
service and non-receipt of his sears.com order. It is unfortunate that we failed [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that [redacted] order was delivered by [redacted] on April 28, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted [redacted] comments and his order has been fulfilled. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.(Though the machine is still in pieces in my basement... I'll bribe some friends with pizza to help I guess)
Sincerely,
[redacted]
May 23, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the quality of his coffee maker...
and his request for a replacement.
Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of [redacted] complaint we investigated and found that his Kenmore coffee maker model has a 5 year warranty and the warranty states that a consumer should return the defective product with proof of sale to the retailer from which it was purchased. WITH PROOF OF SALE, a defective appliance will be replaced free of charge.
We apologize that the store did not assist [redacted] son when he tried to exchange it at the store. We reached out to [redacted] Store Manager for Store [redacted], to assist with [redacted] concern. [redacted] confirmed that they contacted [redacted] and apologized for the inconvenience. [redacted] informed [redacted] that he had a replacement coffee maker ready for an exchange and offered him a $10 gift card for the inconvenience as well. [redacted] accepted the offer and agreed to return to the store for the exchange and gift card. In the interim, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Carl [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his battery. There is...
a Sears Auto Center in Wayne, New Jersey, which is less than 10 miles from Mr. [redacted] home address. The manager there is willing to give Mr. [redacted] a replacement battery if it fails the charge test and needs to be replaced. This would be performed to verify that a battery is defective prior to providing replacement in any instance. Mr. [redacted] will also be required to provide a copy of his receipt as proof of purchase, which again would be required of anyone requesting relief under their manufacturer’s warranty. Mr. [redacted] may contact the [redacted] and ask for the manager, Alexander, or Victor, his assistant, at [redacted] during normal business hours if he has any further questions. In the meantime, 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
November 3, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611
[redacted] [redacted]
[redacted]We have
completed our investigation [redacted] complaint regarding her refrigerator
repair.First,
we would like...
to apologize to [redacted] for failing her expectations in regard
to the repair of her refrigerator. Additionally,
we would like to assure [redacted] that we do not take these matters lightly and
we have forwarded her concerns to the District Service Manager and Routing
Manager for further review. We
appreciate the opportunity to address the customer service/scheduling issues
outlined within [redacted] complaint, so that future problems can be
averted. On October 29, 2015, after
reviewing the notes within our service system, we authorized [redacted] for an
in-warranty exchange. While [redacted] only paid $1,444.90 for her
refrigerator, we determined that $2,011.75 was needed to provide her with a
comparable replacement. [redacted] used
the aforementioned credit and an additional $100.00 discount to select a new
refrigerator. The unit she selected was
slightly more than the amount we allotted, so [redacted] paid the difference of $264.37. Our records show that the new refrigerator is
scheduled for delivery on November 11, 2015, which is the first available
date. Additionally,
we explained to [redacted] why she was denied food loss compensation; the
manufacturer’s warranty does not provide for consequential damages. Food loss could only be recouped if a protection
agreement is carried on the refrigerator. With that said, since it is our
understanding that [redacted] is satisfied with the outcome of her complaint, we
ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
September 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Lauren [redacted] #...
94568111
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding lawn care reimbursement when her tractor was being repaired.
Upon receiving Ms. [redacted]'s complaint, we would like to apologize for the confusion with regards to the lawn care reimbursement that she was promised. It should be noted that Ms. [redacted] has spoken with our Customer Solutions department and her lawn care was processed in the form of a bank check on August 29, 2015 in the amount of $200.00 under salescheck# 099117563734. We again apologize for any confusion that Ms. [redacted] may have experienced. That being said, because we have provided Ms. [redacted] with her requested resolution, 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,
Erica [redacted]
Regulatory Complaints Specialist
512-[redacted]
Erica.[redacted]@searshc.com
July 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a recent purchase....
We would like to point out that the material provided with this patio furniture notes: “store indoors during long periods of inclement weather. Make sure furniture is completely dry before storage. Use a proper outdoor cover when left outside during inclement weather or when not in use.” Accordingly, we feel that the exposure to harsh weather elements may have caused the breakdown Ms. [redacted] spoke of. Despite that fact, we are going to allow Ms. [redacted] to return the items in the interest of consumer satisfaction. To that end, a [redacted] Call Tag should be emailed to Ms. [redacted] within 48 business hours. We have also sent an email with directions regarding how this should be handled. Once the item is received back in our warehouse, a refund will be issued. Should she have any other questions, Ms. [redacted] may contact me during normal business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered 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 [redacted]
June 2, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction that the...
tractor failed too soon and the multiple repair attempts.
We apologize that Mr. [redacted] tractor failed to meet his expectations. 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 when the product is only a few months old. We reviewed the service orders and the notes related to the tractor. According to our records, the most recent repair was completed on May 17, 2017 and the technician replaced the engine. We contacted Mr. [redacted] to follow up on the tractor performance after the repair was completed. Mr. [redacted] confirmed that he has not had the opportunity to use the tractor since the final repair. Mr. [redacted] mentioned that he will not return to the area until November 2017. He will contact us if he continues to have an issue with the tractor. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11114870, and find that this resolution is satisfactory to me.
Sincerely,
Esther [redacted]
August 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint...
regarding a recent purchase. According to our records, Mr. [redacted] received the correct pedestal on July 29, 2016. Additionally, a credit for $43.30 was issued to his account on July 31, 2016. We appreciate him taking the time to bring this matter to our attention. Since we have granted Mr. [redacted] requests, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 14, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple rescheduled...
service appointments for the repair of her washer and dryer.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a washer and dryer repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We contacted Ms. [redacted] and she confirmed that she wanted to cancel the protection agreements on both her washer and dryer due to the rescheduled appointments. We advised Ms. [redacted] that per the terms on the agreement, she would receive a prorated refund for the remaining term on her contracts. Ms. [redacted] should receive a bank check within 2 – 3 weeks. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[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 a purchase made online at [redacted] manager of the...
Grand Junction Sears Outlet provided the following response: The ovens noted in Mr[redacted] complaint were purchased online and per the order, the ovens were to be picked up from the store. When I spoke with Mr. [redacted] I explained that he did not pay for shipping and he became very agitated and told me that I needed to fix the problem. I did explain to Mr. ** that I would try to locate shipping for him and I sent him several options. Mr. ** was very unhappy because of the prices to have the ovens shipped to his home. Mr. ** agreed to take the cheaper rate and when [redacted] freight contacted him to cover the shipment, he said he wanted a lift gate and delivery to door. [redacted] informed Mr. ** that the additional services requested will cost more money, and he was not interested in paying anything additional. That said, the order has been canceled and Mr. ** has been fully refunded. Since we have noted our response to Mr[redacted] complaint, we ask that this complaint be closed. We apologize to Mr. ** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
August 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 945[redacted] - K. Rachel [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms....
[redacted]'s complaint regarding her recent online order.
We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. After reviewing the order we found that she had been in contact with Online Solutions, Sears' escalated complaint department. Online Solutions assisted in contacting the Marketplace vendor to arrange the return. Our records show that a refund was processed on August 9, 2015, for $48.80 under return receipt number 093014861332. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, Online Solutions advised that the [redacted] account will not be charged back. In the interim, since a refund has been provided and we have noted Ms. [redacted]'s concerns, 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,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[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]'s complaint regarding Sears Home Services and repairs to her refrigerator.
[redacted]...
[redacted], Sears Home Services, District Service Manager provided the following response:
I have reviewed Ms. [redacted]'s complaint and her request for a refund for the trip/diagnostic trip charge as well as food loss. Ms. [redacted] asks to be reimbursed for her service fees, as noted by Ms. [redacted] in her complaint, our technician did his job perfectly in diagnosing the problem and ordering the parts needed for the repair. So, there would be no justification for reimbursing the fees for those services. Additionally, Ms. [redacted] asks to be compensated for food loss. It is important to note that food loss reimbursement is a benefit for consumers whose appliances are covered by a Sears Protection Agreement. Ms. [redacted] does not coverage on her refrigerator and her manufacturer's warranty expired on August 30, 2014, therefore she is not entitled to food loss reimbursement. Our records indicate that a technician completed repairs to Ms. [redacted]'s refrigerator on October 16, 2015, when he installed a new compressor and drier assembly. At this time, since we have noted our response to Ms. [redacted]'s complaint, we ask that this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted].[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: the issue has not yet been resolved! It's unbelievable how long this process has dragged out. Yes, the original part arrived damaged and a new one was ordered. However, they still sent a technician to my home before the replacement part arrived even though I had informed them numerous times (over the phone when trying to reschedule the appointment) that the part had not yet arrived. When the technician arrived at my home February 10, 2017, I was home, but I had to ask him to leave and come back after all the parts were received. Currently I have an appointment for Friday, February 17, 2017, not February 20, 2017. The contradiction of this response in and of itself is the exact reason for my refusing to accept. I will not accept a response until the work is complete and satisfactory. To this point, no repair work has been completed, only parts ordered.
Sincerely,
William [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,
Michele D[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has agreed to replace the dishwasher. I have not got the new dishwasher yet, so if I don't receive it, I will contact again. Thank you for your help in this matter!
January 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator repair. ...
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] On November 30, 2016, a Sears Service technician examined Ms. [redacted] refrigerator and determined that the evaporator cover, bimetal and heater needed to be replaced. The parts were ordered and the technician returned on January 16, 2017, to install the parts. Unfortunately, the repair took longer than expected; the first appointment for December 21, 2016, was canceled because the technician was sick, and the second appointment for January 9, 2017, was canceled and rescheduled because of inclement weather. While we understand that Ms. [redacted] would like the refrigerator replaced; this decision would need to be made by [redacted], the warrantor of Ms. [redacted] service contract, not Sears Home Services. Sears Home Services is only the service provider authorized by [redacted] to repair Ms. [redacted] refrigerator. With that said, since Sears Home Services has completed the repair to Ms. [redacted] refrigerator, as mandated by her [redacted] service contract, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 25, 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]’s rebuttal to the response we provided 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.
We have Ms. T[redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied that her washer has failed again, the fact remains that the warranty repair was completed over 3 years ago and the washer no longer has any coverage. 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. Ms. T[redacted] did purchase a 3 year extended warranty that expired on April 26, 2017, and she did not renew it.
As previously mentioned, we offered Ms. T[redacted] service on her washer 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 scheduled; however, on September 15, 2017 Ms. T[redacted] contacted us and cancelled service. She stated that it would be less challenging for her to just go out and purchase a new appliance
As far as Ms. T[redacted]’s concern that the same model washer that she purchased 3 years ago is no longer sold; most appliance manufacturers typically discontinue product within a year to introduce newer models. With that being said, since we have addressed the issue brought forth in Ms. T[redacted]’s rebuttal, 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,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
May 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer...
service and non-receipt of his sears.com order. It is unfortunate that we failed [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that [redacted] order was delivered by [redacted] on April 28, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted [redacted] comments and his order has been fulfilled. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.(Though the machine is still in pieces in my basement... I'll bribe some friends with pizza to help I guess)
Sincerely,
[redacted]
May 23, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the quality of his coffee maker...
and his request for a replacement.
Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of [redacted] complaint we investigated and found that his Kenmore coffee maker model has a 5 year warranty and the warranty states that a consumer should return the defective product with proof of sale to the retailer from which it was purchased. WITH PROOF OF SALE, a defective appliance will be replaced free of charge.
We apologize that the store did not assist [redacted] son when he tried to exchange it at the store. We reached out to [redacted] Store Manager for Store [redacted], to assist with [redacted] concern. [redacted] confirmed that they contacted [redacted] and apologized for the inconvenience. [redacted] informed [redacted] that he had a replacement coffee maker ready for an exchange and offered him a $10 gift card for the inconvenience as well. [redacted] accepted the offer and agreed to return to the store for the exchange and gift card. In the interim, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Carl [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his battery. There is...
a Sears Auto Center in Wayne, New Jersey, which is less than 10 miles from Mr. [redacted] home address. The manager there is willing to give Mr. [redacted] a replacement battery if it fails the charge test and needs to be replaced. This would be performed to verify that a battery is defective prior to providing replacement in any instance. Mr. [redacted] will also be required to provide a copy of his receipt as proof of purchase, which again would be required of anyone requesting relief under their manufacturer’s warranty. Mr. [redacted] may contact the [redacted] and ask for the manager, Alexander, or Victor, his assistant, at [redacted] during normal business hours if he has any further questions. In the meantime, 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