December 2, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted to return a...
television for a refund.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. As clarification, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Ms. [redacted] made her purchase on October 19, 2016, and her complaint was filed with your agency on November 17, 2016, she was clearly within our 30-day return period.
Upon receipt of Ms. [redacted] complaint we reached out to Store Manager [redacted] to assist with Ms. [redacted] concern. Ms. [redacted] confirmed that the store return policy for televisions is a 30 day period, not a 14-day return period. Ms. [redacted] contacted Ms. [redacted] and offered to assist with the return. On November 30, 2016 we processed the return and issued Ms. [redacted] a refund of $167.49 to her [redacted] card. 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. 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]
May 5, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple rescheduled service appointments and that the washer was not repaired in a timely manner.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled a washer repair. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Upon receipt of Mr. [redacted] complaint we reviewed the service order and case notes related to the washer. Our records indicate that the Mr. [redacted] appointment was rescheduled at least 6 times for various reason; tech called in sick, over-booking, no tech availability, and system outage issues. After multiple reschedules, the washer repair was completed on April 13, 2017. Due to the rescheduling issues Mr. [redacted] was offered and accepted a $50 check for laundry reimbursement, and his protection agreement was extended for an additional 6 months at no additional charge. As a good-will gesture for the inconvenience he and his wife experienced, we have offered Mr. [redacted] a $125.00. If Mr. [redacted] would like to accept the offer, he can contact me at [redacted] or at [redacted] In the interim, 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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Roberta [redacted] #[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home Services...
records indicate that repairs to Ms. [redacted] refrigerator were completed on September 29th when our technician leveled the refrigerator and adjusted the doors. Last week a new compressor and drier were installed. If Ms. [redacted] has any additional concerns that need to be addressed regarding her refrigerator, I ask that she contact me directly at Adam.[redacted]@searshc.com. Since we have noted the completed repairs to Ms. [redacted] refrigerator, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
July 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 recent online order experience and...
request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms[redacted] case, the order was fulfilled by [redacted], email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms[redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order we show that [redacted] made several attempts to notify the seller since she received the item to no avail. Therefore, we have requested that a full refund be issued back to [redacted]s account. [redacted] can expect to see the credit post to her account within 3 to 5 business days or she may email me directly at [redacted] In closure, since a refund has been processed accordingly, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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,
Sami Y[redacted]
January 3, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Billy C. W[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. W[redacted] complaint regarding his refrigerator repair. ...
It is regrettable that we failed Mr. W[redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. W[redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. Wooten for any inconvenience we may have caused. Upon researching Mr. W[redacted] complaint, we found that he was assisted by Robert B[redacted] with our escalated customer service group, Executive Member Services (EMS. Mr. B[redacted] explained to Mr. W[redacted] than a replacement was not an option but he would ensure that the repair would be completed as soon as possible. Our records show that a control board and duct assembly were installed on December 18, 2017; completing the repair. While Mr. W[redacted] does not carry a protection agreement on his refrigerator, and he was denied food loss reimbursement by our Protection Agreement department, as a courtesy, we have processed a mail bank check for $100.00 to assist him with any food loss he may have incurred. We have included a copy of the sales check with our correspondence for his records and Mr. W[redacted] should receive a check in the next two weeks. With that said, since we have documented Mr. W[redacted] concerns with his refrigerator and the repair has been completed, we have closed our file. Again, we apologize to Mr. W[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist Enclosure
[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 his Sears home Warranty. We would first like to point out that...
[redacted] Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Mr. [redacted] contract. We reached out to CCHS when we received Mr. [redacted] complaint and were informed of the following; The warranty went into effect on 4/10/2017 and the customer placed a claim on a receptacle/outlet on 4/11/2017. April 14th he called in and was advised that a vendor had not yet been assigned to the claim. He was offered [redacted], ([redacted] is an option for the customer when our normal service providers are not able to service in a timely manner, the customer can go to their own selected service provider to have the service done and CCHS will reimburse the customer) or the authorization to use a local, licensed and insured service provider, and he refused. We weren’t able to locate an in-network contractor to service the customer within an acceptable timeframe therefore offered a service provider that is outside our network with the understanding that CCHS would reimburse the customer directly for the repairs. Mr. [redacted] declined this option and requested the cancellation of the Sears Home Warranty which was done and his refund went back on his [redacted] card ending in [redacted] Since we have addressed Mr. [redacted] complaint and his SHW has been cancelled we have closed this case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 11, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the
investigation of [redacted] complaint regarding her refrigerator repair.First, we would like to
apologize to [redacted]...
[redacted] for failing her expectations in regard to her
refrigerator repair. Additionally, we
would like to assure [redacted] that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded [redacted] complaint
to the District Service Manager and Routing Manager for review and we are
confident that her concerns will be thoroughly addressed. The service unit was able
to work with our Routing department to move up [redacted] appointment to
November 3, 2015. On the date of service,
the technician examined [redacted] refrigerator and confirmed that the
compressor and condenser had failed. He
subsequently ordered the parts and returned on November 10, 2015, to install
the parts and complete the repair. Fortunately, the repair was covered under [redacted] exceptional parts warranty, so she was not charged for either the
parts or labor. While the repair was
covered, the exceptional parts warranty does not provide for any reimbursement for
consequential damages, such as food loss.
However, as a one-time customer courtesy, we have submitted a request
for reimbursement in the amount of $100.00 to help compensate [redacted] for some
of the food loss she incurred. The check
request was submitted on November 11, 2015, and should be received by [redacted] within the next two weeks. In
summary, since we have completed the repair to [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
[redacted] and we appreciate the opportunity to address this matter.Sincerely,[redacted]
October 17, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have not fully completed our investigation of Ms. [redacted] complaint regarding her recent online...
order experience and request for a refund. We apologize for the delay in responding to this complaint. We forwarded this matter to the Sears Vendor to research further and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may email me directly at [redacted]
We apologize again 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
September 28, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint because we have been unable to find...
the service record in question under any of the phone numbers and addresses provided. We searched under the [redacted] address and did not find any dryer repair. We also checked under [redacted] and still could not find any record of a dryer repair. Ms. [redacted] is welcome to email me the phone number and/or address where the service occurred so that I can research to see if a refund is possible. I can be reached at [redacted] In the interim, since we remain willing to help but do not find any service orders under the information provided, we have closed our file pending Ms. [redacted] further response. We apologize to Ms. Boettger and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
December 8, 2017
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Anthony Disabatino
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple...
reschedules and parts delay for the repair of his refrigerator.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled a refrigerator repair. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Due the parts delay and service related issues, on October 31, 2017 we contacted Mr. [redacted] and he was offered a warranty exchange on the refrigerator. Mr. [redacted] selected to exchange with the same model and the new unit waas delivered on November 3, 2017. With that being said, since it is our understanding that the exchange was a resolution that met with Mr. [redacted] approval, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
Matilda[redacted]@searshc.com
June 23, 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 the problem she encountered when she attempted to...
return her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the chainsaw online. We confirmed that a link to view the return policy online is listed below the description of the chainsaw that Ms. [redacted] selected. We would also like to note that the return policy is posted in the store where Ms. [redacted] picked up the chainsaw, or a she could have simply asked an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...”
Since Ms. [redacted] purchased the chainsaw on May 1, 2016, and then attempted to return it on June 19, 2016, she was clearly over the 30-day “hassle-free” return period. Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms[redacted] request
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]
Complaint: [redacted]
I am rejecting this response because: I am thoroughly confused by **. [redacted] It see** as though she has been all over the map with her positions. For example, she initially stated I did not qualify for a replacement machine because I did not have 4 service calls in 12 months. Despite this she now says I qualify for a replacement machine. Also she asserted that I could get a refund of the MPA (extended warranty) price but did not talk about extending the extended warranty even though another Sears representative had made that offer to me and **. [redacted] apparently had access to that information. Now she says she is willing to extend the extended warranty for 1 year but says nothing about refunding the extended warranty price. So is the offer extending the service warranty (all parts and all labor including the parts recently installed) for 1 additional year plus reimbursement of the price I paid for the extended warranty or is the offer extend the extended warranty for 1 year to April 2018 and no refund of the price paid for the extended warranty despite the poor product and service. It is also unclear as to whether any extension of the extended warranty would apply to a replacement machine or if the current extended warranty transfers over to a replacement machine and ends in April 2017 as opposed to April 2018. An unresolved issue with respect to the replacement machine option is what happens if a replacement machine does not fit in the space and/or cannot be matched to the dryer? I have mentioned this issue before to Sears representatives and have not received a response. We purchased the washing machine and dryer together as a matching set. Obviously I would not have purchased the dryer if it did not match the washer. So if we choose a replacement and cannot get a replacement to fit and/or match the dryer then what? Full refund for the washer and dryer and free removal of both?Either way, the message from Sears see** to be that they will not stand by their products, parts and service for a reasonable amount of time given the facts and circu**tances of this claim which is very disheartening since we tried to support Sears. For example the front panel was totally replaced in less than 12 months after the purchase and the main board and wiring was totally replaced in about 2 years and 2 months. Is that reasonable for an "elite" (model Kenmore Elite) branded washing machine? Is it reasonable to believe that the parts installed in the machine or the parts in a replacement machine will last more than 2 years based on the comments by Sears service techs that the "main boards get corrupted in these machines?" The last service which included the replacement of the main board cost $700+ and the machine itself cost about $1,100. How long should an "elite" labeled machine last before major components malfunction? 12 months? 2 years? 2 years and 2 months? Obviously the logical answer is well past 2 years and 2 months and **. [redacted] knows that but is not willing to warranty the new main board and wiring for more than another 1 year and 10 months. At that point, the machine will be 4 years out from the purchase date and obviously not close to what should be is true lifetime of quality, as opposed to substandard, service. It see** logical that if the company does care about it products, parts and most of all customers than it would extend the extended warranty to April 2020 to provide some piece of mind for the consumer. Even then the machine would be only 6 years out from the date of purchase and again below the expected lifetime service range so there should be no issues unless Sears knows or has reason reason to know that the machine is defective, the parts installed are defective, the service is substandard, etc. and so they would rather push the economic burden onto the consumer or their customer which is a sad commentary for an American company trying to compete in a customer service oriented world if they want to remain viable. **. [redacted] claimed that Kenmore was not part of a current class action lawsuit settlement. Now she says that the machine (Kenmore) I have now is not part of the lawsuit, because it was purchased in 2014, apparently backing off from her position that Kenmore was not included in the current class action lawsuit at all even though the class action attorneys have advised customers and the court that Kenmore is included in the class action lawsuit settlement. The real point was that Kenmore machines have had issues in the past with performance to the extent that several class actions were filed on behalf of consumers who had purchased Kenmore's front load washing machines as late as 2010.So I do not have enough information to make an educated decision. I am confused with regard to Sears position based on the different positions taken by Sears via the emails. I cannot speak to my wife about a decision with regard to this case until the proper information is provided. Thus, the Revdex.com case is not closed from my perspective and cannot proceed to being closed until I get clarification from Sears on the issues noted in this email.
Sincerely,
[redacted]
January 9, 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 dishwasher and her request for a...
replacement. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her dishwasher. After reviewing the notes in Ms. [redacted] service orders, District Service Manager [redacted] authorized a replacement under Ms. [redacted] Master Protection Agreement (MPA). Based upon the features of Ms. [redacted] current dishwasher, it was determined that $299.99 would provide her with a comparable replacement under her MPA. Mr. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization. The new dishwasher will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new dishwasher and run concurrently with the manufacturer’s warranty until its expiration on June 19, 2017. With that said, since we are providing Ms. [redacted] with an equitable resolution, 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
June 21, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with several repairs to his...
washer and his request to receive a replacement. Our records indicate that Mr. [redacted]r has been assisted with his concerns by [redacted] in our Executive Complaint handling group. As of today, it appears that a replacement was authorized which means that Mr. [redacted] can go to a local Sears store to select a replacement and that store can apply the authorized amount of $549.99 towards his new selection. The way it works is that if he selects a washer that has a sales price of $549.99 or less before tax, then he will not owe anything out of pocket for us to deliver the new washer, pick up the old washer, and transfer any remaining Master Protection Agreement (MPA) coverage onto the replacement. If he selects something more, he would only owe the difference and any tax on the difference and if it is less then he would forfeit any amount not used. With that said, since a replacement has been authorized and this was the resolution requested by Mr. [redacted]r, 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]Team Manager, Regulatory Complaints[redacted]
June 8, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the extended...
coverage she purchased for her appliances. It is regrettable that we failed Ms. [redacted] expectations when she recently contacted our Protection Agreement Department to purchase extended coverage on her appliances. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. With that said, we are unable to provide Ms. [redacted] with extended coverage on her range at no additional cost. The amount Ms. [redacted] paid on April 17, 2017, provides her with a two-year Master Protection Agreement on her cook top and Repair Protection Agreements with two years of coverage on her freezer and refrigerator. While there may have been a misunderstanding at the time Ms. [redacted] purchased the aforementioned agreements, she has received the coverage that she paid for. If Ms. [redacted] wishes to cancel the agreements, we can issue a full refund, if no service has been provided under any of the agreements. Ms. [redacted] can send an email to [redacted] to have any or all of the agreements canceled. In the interim, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with...
our customer service and non-receipt of a refund for her cancelled kmart.com order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Upon receipt of this complaint, we revealed that our store issued a refund of $95.92 to Ms. [redacted] account on December 4, 2015. However, because Ms. [redacted] stated that she had not yet received it, we reissued the refund in the form of a bank check on January 28, 2016, and sent an email to inform her that it should arrive at the address she provided with her order within 10 business days. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 4, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Rasem M[redacted]
Dear [redacted]
We have completed the investigation of Mr. M[redacted] complaint regarding the problems he encountered when he requested an exchange of...
his new range.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. M[redacted] may have experienced. We value Mr. M[redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We want to assure Mr. M[redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further.
According to our records, the range was delivered on August 26, 2017 and Mr. Mere contacted our Delivery Customer Service that same day to report that he was delivered the wrong model. A request for an uneven exchange was submitted and Mr. M[redacted] was informed that he would be contacted with the delivery details. Regrettably, the original purchase receipt was dated June 27, 2017 and our system initiated a “return time period expired” and would not allow an exchange. We apologize for the error since the order was a layaway order that was recently delivered and within our return period. Our records indicate that Mr. M[redacted] contacted our Customer Solutions department and the issue was resolved. The exchange order was processed and the new range was delivered on August 30, 2017. With that being said, since we have addressed the issue brought forth in Mr. M[redacted] complaint we have closed our file.
We apologize to Mr. Mere 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]
February 27, 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 washer repair. Upon receiving Mr....
[redacted] complaint, we contacted Sears Home Warranty (SHW) for assistance. On February 27, 2017, [redacted], Claims Management Specialist with SHW, responded that Mr. [redacted] service claim to replace the outer front and rear tubs was denied. Per the terms of the Sears Home Warranty certain parts are not covered. We have included the portion of the agreement that pertains to Mr. [redacted] situation - Examples of Items/Conditions Not Covered: Automatic deodorizers; buckets; commercial units; damage to clothing; doors; door cables; door glass; door seals; drawers; drip pans; drums; exhaust fan not solely for venting range/cooktop fumes; filters and screens; food spoilage; standalone or self-contained icemakers and ice/water dispensers; water supply lines; independent telescoping range exhaust; interior lining; internal shelves; knobs and handles; light bulbs and fixtures; lock and key assemblies; panels and/or cabinetry; racks; removable minitubs; rollers other than clothes dryer drum rollers; rooftop exhaust units; rotisseries and probes; secondary units; self-cleaning mechanisms including door latches; sensi-temp/sensi-heat burners; shelves; springs; stand-alone freezers; structural components; timers and clocks; trays; tubs; venting; washing machine agitators; conditions of water flow restriction due to scale, minerals and other deposits. After Mr. Klezmer was advised that his claim was denied, he requested that his coverage be canceled and set-up as a non-renewal. As of March 8, 2017, Mr. [redacted] coverage will be canceled and no further payments will be garnered. With that said, since we have confirmed that Mr. [redacted] service claim was denied in accordance with the terms of his Sears Home Warranty, we ask that this matter be closed. We apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:The venting issue is an excuse. The past two technicians from sears examined the vent and admitted there is no issue with the vent.Today I opened the venting completely. The dryer is now open to air without going through any ventilation.We had washer and dryers in the same place for over 20 years, never had an issue.The actual distance between the machine and the outside vent is 20 centimeter, that I already completely removed.The problem is defective electricals in the machine not the vent as was stated by two prior sears technicians.The machine has to be replaced.
Sincerely,
[redacted]
December 2, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted to return a...
television for a refund.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. As clarification, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Ms. [redacted] made her purchase on October 19, 2016, and her complaint was filed with your agency on November 17, 2016, she was clearly within our 30-day return period.
Upon receipt of Ms. [redacted] complaint we reached out to Store Manager [redacted] to assist with Ms. [redacted] concern. Ms. [redacted] confirmed that the store return policy for televisions is a 30 day period, not a 14-day return period. Ms. [redacted] contacted Ms. [redacted] and offered to assist with the return. On November 30, 2016 we processed the return and issued Ms. [redacted] a refund of $167.49 to her [redacted] card. 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. 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]
May 5, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple rescheduled service appointments and that the washer was not repaired in a timely manner.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled a washer repair. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Upon receipt of Mr. [redacted] complaint we reviewed the service order and case notes related to the washer. Our records indicate that the Mr. [redacted] appointment was rescheduled at least 6 times for various reason; tech called in sick, over-booking, no tech availability, and system outage issues. After multiple reschedules, the washer repair was completed on April 13, 2017. Due to the rescheduling issues Mr. [redacted] was offered and accepted a $50 check for laundry reimbursement, and his protection agreement was extended for an additional 6 months at no additional charge. As a good-will gesture for the inconvenience he and his wife experienced, we have offered Mr. [redacted] a $125.00. If Mr. [redacted] would like to accept the offer, he can contact me at [redacted] or at [redacted] In the interim, 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]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Roberta [redacted] #[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home Services...
records indicate that repairs to Ms. [redacted] refrigerator were completed on September 29th when our technician leveled the refrigerator and adjusted the doors. Last week a new compressor and drier were installed. If Ms. [redacted] has any additional concerns that need to be addressed regarding her refrigerator, I ask that she contact me directly at Adam.[redacted]@searshc.com. Since we have noted the completed repairs to Ms. [redacted] refrigerator, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
July 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 recent online order experience and...
request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms[redacted] case, the order was fulfilled by [redacted], email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms[redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order we show that [redacted] made several attempts to notify the seller since she received the item to no avail. Therefore, we have requested that a full refund be issued back to [redacted]s account. [redacted] can expect to see the credit post to her account within 3 to 5 business days or she may email me directly at [redacted] In closure, since a refund has been processed accordingly, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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,
Sami Y[redacted]
January 3, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Billy C. W[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. W[redacted] complaint regarding his refrigerator repair. ...
It is regrettable that we failed Mr. W[redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. W[redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. Wooten for any inconvenience we may have caused. Upon researching Mr. W[redacted] complaint, we found that he was assisted by Robert B[redacted] with our escalated customer service group, Executive Member Services (EMS. Mr. B[redacted] explained to Mr. W[redacted] than a replacement was not an option but he would ensure that the repair would be completed as soon as possible. Our records show that a control board and duct assembly were installed on December 18, 2017; completing the repair. While Mr. W[redacted] does not carry a protection agreement on his refrigerator, and he was denied food loss reimbursement by our Protection Agreement department, as a courtesy, we have processed a mail bank check for $100.00 to assist him with any food loss he may have incurred. We have included a copy of the sales check with our correspondence for his records and Mr. W[redacted] should receive a check in the next two weeks. With that said, since we have documented Mr. W[redacted] concerns with his refrigerator and the repair has been completed, we have closed our file. Again, we apologize to Mr. W[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist Enclosure
[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 his Sears home Warranty. We would first like to point out that...
[redacted] Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Mr. [redacted] contract. We reached out to CCHS when we received Mr. [redacted] complaint and were informed of the following; The warranty went into effect on 4/10/2017 and the customer placed a claim on a receptacle/outlet on 4/11/2017. April 14th he called in and was advised that a vendor had not yet been assigned to the claim. He was offered [redacted], ([redacted] is an option for the customer when our normal service providers are not able to service in a timely manner, the customer can go to their own selected service provider to have the service done and CCHS will reimburse the customer) or the authorization to use a local, licensed and insured service provider, and he refused. We weren’t able to locate an in-network contractor to service the customer within an acceptable timeframe therefore offered a service provider that is outside our network with the understanding that CCHS would reimburse the customer directly for the repairs. Mr. [redacted] declined this option and requested the cancellation of the Sears Home Warranty which was done and his refund went back on his [redacted] card ending in [redacted] Since we have addressed Mr. [redacted] complaint and his SHW has been cancelled we have closed this case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 11, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the
investigation of [redacted] complaint regarding her refrigerator repair.First, we would like to
apologize to [redacted]...
[redacted] for failing her expectations in regard to her
refrigerator repair. Additionally, we
would like to assure [redacted] that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded [redacted] complaint
to the District Service Manager and Routing Manager for review and we are
confident that her concerns will be thoroughly addressed. The service unit was able
to work with our Routing department to move up [redacted] appointment to
November 3, 2015. On the date of service,
the technician examined [redacted] refrigerator and confirmed that the
compressor and condenser had failed. He
subsequently ordered the parts and returned on November 10, 2015, to install
the parts and complete the repair. Fortunately, the repair was covered under [redacted] exceptional parts warranty, so she was not charged for either the
parts or labor. While the repair was
covered, the exceptional parts warranty does not provide for any reimbursement for
consequential damages, such as food loss.
However, as a one-time customer courtesy, we have submitted a request
for reimbursement in the amount of $100.00 to help compensate [redacted] for some
of the food loss she incurred. The check
request was submitted on November 11, 2015, and should be received by [redacted] within the next two weeks. In
summary, since we have completed the repair to [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
[redacted] and we appreciate the opportunity to address this matter.Sincerely,[redacted]
October 17, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have not fully completed our investigation of Ms. [redacted] complaint regarding her recent online...
order experience and request for a refund. We apologize for the delay in responding to this complaint. We forwarded this matter to the Sears Vendor to research further and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may email me directly at [redacted]
We apologize again 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
September 28, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint because we have been unable to find...
the service record in question under any of the phone numbers and addresses provided. We searched under the [redacted] address and did not find any dryer repair. We also checked under [redacted] and still could not find any record of a dryer repair. Ms. [redacted] is welcome to email me the phone number and/or address where the service occurred so that I can research to see if a refund is possible. I can be reached at [redacted] In the interim, since we remain willing to help but do not find any service orders under the information provided, we have closed our file pending Ms. [redacted] further response. We apologize to Ms. Boettger and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
December 8, 2017
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Anthony Disabatino
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple...
reschedules and parts delay for the repair of his refrigerator.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled a refrigerator repair. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Due the parts delay and service related issues, on October 31, 2017 we contacted Mr. [redacted] and he was offered a warranty exchange on the refrigerator. Mr. [redacted] selected to exchange with the same model and the new unit waas delivered on November 3, 2017. With that being said, since it is our understanding that the exchange was a resolution that met with Mr. [redacted] approval, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
Matilda[redacted]@searshc.com
June 23, 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 the problem she encountered when she attempted to...
return her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the chainsaw online. We confirmed that a link to view the return policy online is listed below the description of the chainsaw that Ms. [redacted] selected. We would also like to note that the return policy is posted in the store where Ms. [redacted] picked up the chainsaw, or a she could have simply asked an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...”
Since Ms. [redacted] purchased the chainsaw on May 1, 2016, and then attempted to return it on June 19, 2016, she was clearly over the 30-day “hassle-free” return period. Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms[redacted] request
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]
Complaint: [redacted]
I am rejecting this response because: I am thoroughly confused by **. [redacted] It see** as though she has been all over the map with her positions. For example, she initially stated I did not qualify for a replacement machine because I did not have 4 service calls in 12 months. Despite this she now says I qualify for a replacement machine. Also she asserted that I could get a refund of the MPA (extended warranty) price but did not talk about extending the extended warranty even though another Sears representative had made that offer to me and **. [redacted] apparently had access to that information. Now she says she is willing to extend the extended warranty for 1 year but says nothing about refunding the extended warranty price. So is the offer extending the service warranty (all parts and all labor including the parts recently installed) for 1 additional year plus reimbursement of the price I paid for the extended warranty or is the offer extend the extended warranty for 1 year to April 2018 and no refund of the price paid for the extended warranty despite the poor product and service. It is also unclear as to whether any extension of the extended warranty would apply to a replacement machine or if the current extended warranty transfers over to a replacement machine and ends in April 2017 as opposed to April 2018. An unresolved issue with respect to the replacement machine option is what happens if a replacement machine does not fit in the space and/or cannot be matched to the dryer? I have mentioned this issue before to Sears representatives and have not received a response. We purchased the washing machine and dryer together as a matching set. Obviously I would not have purchased the dryer if it did not match the washer. So if we choose a replacement and cannot get a replacement to fit and/or match the dryer then what? Full refund for the washer and dryer and free removal of both?Either way, the message from Sears see** to be that they will not stand by their products, parts and service for a reasonable amount of time given the facts and circu**tances of this claim which is very disheartening since we tried to support Sears. For example the front panel was totally replaced in less than 12 months after the purchase and the main board and wiring was totally replaced in about 2 years and 2 months. Is that reasonable for an "elite" (model Kenmore Elite) branded washing machine? Is it reasonable to believe that the parts installed in the machine or the parts in a replacement machine will last more than 2 years based on the comments by Sears service techs that the "main boards get corrupted in these machines?" The last service which included the replacement of the main board cost $700+ and the machine itself cost about $1,100. How long should an "elite" labeled machine last before major components malfunction? 12 months? 2 years? 2 years and 2 months? Obviously the logical answer is well past 2 years and 2 months and **. [redacted] knows that but is not willing to warranty the new main board and wiring for more than another 1 year and 10 months. At that point, the machine will be 4 years out from the purchase date and obviously not close to what should be is true lifetime of quality, as opposed to substandard, service. It see** logical that if the company does care about it products, parts and most of all customers than it would extend the extended warranty to April 2020 to provide some piece of mind for the consumer. Even then the machine would be only 6 years out from the date of purchase and again below the expected lifetime service range so there should be no issues unless Sears knows or has reason reason to know that the machine is defective, the parts installed are defective, the service is substandard, etc. and so they would rather push the economic burden onto the consumer or their customer which is a sad commentary for an American company trying to compete in a customer service oriented world if they want to remain viable. **. [redacted] claimed that Kenmore was not part of a current class action lawsuit settlement. Now she says that the machine (Kenmore) I have now is not part of the lawsuit, because it was purchased in 2014, apparently backing off from her position that Kenmore was not included in the current class action lawsuit at all even though the class action attorneys have advised customers and the court that Kenmore is included in the class action lawsuit settlement. The real point was that Kenmore machines have had issues in the past with performance to the extent that several class actions were filed on behalf of consumers who had purchased Kenmore's front load washing machines as late as 2010.So I do not have enough information to make an educated decision. I am confused with regard to Sears position based on the different positions taken by Sears via the emails. I cannot speak to my wife about a decision with regard to this case until the proper information is provided. Thus, the Revdex.com case is not closed from my perspective and cannot proceed to being closed until I get clarification from Sears on the issues noted in this email.
Sincerely,
[redacted]
January 9, 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 dishwasher and her request for a...
replacement. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her dishwasher. After reviewing the notes in Ms. [redacted] service orders, District Service Manager [redacted] authorized a replacement under Ms. [redacted] Master Protection Agreement (MPA). Based upon the features of Ms. [redacted] current dishwasher, it was determined that $299.99 would provide her with a comparable replacement under her MPA. Mr. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization. The new dishwasher will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new dishwasher and run concurrently with the manufacturer’s warranty until its expiration on June 19, 2017. With that said, since we are providing Ms. [redacted] with an equitable resolution, 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
June 21, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with several repairs to his...
washer and his request to receive a replacement. Our records indicate that Mr. [redacted]r has been assisted with his concerns by [redacted] in our Executive Complaint handling group. As of today, it appears that a replacement was authorized which means that Mr. [redacted] can go to a local Sears store to select a replacement and that store can apply the authorized amount of $549.99 towards his new selection. The way it works is that if he selects a washer that has a sales price of $549.99 or less before tax, then he will not owe anything out of pocket for us to deliver the new washer, pick up the old washer, and transfer any remaining Master Protection Agreement (MPA) coverage onto the replacement. If he selects something more, he would only owe the difference and any tax on the difference and if it is less then he would forfeit any amount not used. With that said, since a replacement has been authorized and this was the resolution requested by Mr. [redacted]r, 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]Team Manager, Regulatory Complaints[redacted]
June 8, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the extended...
coverage she purchased for her appliances. It is regrettable that we failed Ms. [redacted] expectations when she recently contacted our Protection Agreement Department to purchase extended coverage on her appliances. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. With that said, we are unable to provide Ms. [redacted] with extended coverage on her range at no additional cost. The amount Ms. [redacted] paid on April 17, 2017, provides her with a two-year Master Protection Agreement on her cook top and Repair Protection Agreements with two years of coverage on her freezer and refrigerator. While there may have been a misunderstanding at the time Ms. [redacted] purchased the aforementioned agreements, she has received the coverage that she paid for. If Ms. [redacted] wishes to cancel the agreements, we can issue a full refund, if no service has been provided under any of the agreements. Ms. [redacted] can send an email to [redacted] to have any or all of the agreements canceled. In the interim, we ask that this matter be closed. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with...
our customer service and non-receipt of a refund for her cancelled kmart.com order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Upon receipt of this complaint, we revealed that our store issued a refund of $95.92 to Ms. [redacted] account on December 4, 2015. However, because Ms. [redacted] stated that she had not yet received it, we reissued the refund in the form of a bank check on January 28, 2016, and sent an email to inform her that it should arrive at the address she provided with her order within 10 business days. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 4, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Rasem M[redacted]
Dear [redacted]
We have completed the investigation of Mr. M[redacted] complaint regarding the problems he encountered when he requested an exchange of...
his new range.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. M[redacted] may have experienced. We value Mr. M[redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We want to assure Mr. M[redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further.
According to our records, the range was delivered on August 26, 2017 and Mr. Mere contacted our Delivery Customer Service that same day to report that he was delivered the wrong model. A request for an uneven exchange was submitted and Mr. M[redacted] was informed that he would be contacted with the delivery details. Regrettably, the original purchase receipt was dated June 27, 2017 and our system initiated a “return time period expired” and would not allow an exchange. We apologize for the error since the order was a layaway order that was recently delivered and within our return period. Our records indicate that Mr. M[redacted] contacted our Customer Solutions department and the issue was resolved. The exchange order was processed and the new range was delivered on August 30, 2017. With that being said, since we have addressed the issue brought forth in Mr. M[redacted] complaint we have closed our file.
We apologize to Mr. Mere 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]
February 27, 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 washer repair. Upon receiving Mr....
[redacted] complaint, we contacted Sears Home Warranty (SHW) for assistance. On February 27, 2017, [redacted], Claims Management Specialist with SHW, responded that Mr. [redacted] service claim to replace the outer front and rear tubs was denied. Per the terms of the Sears Home Warranty certain parts are not covered. We have included the portion of the agreement that pertains to Mr. [redacted] situation - Examples of Items/Conditions Not Covered: Automatic deodorizers; buckets; commercial units; damage to clothing; doors; door cables; door glass; door seals; drawers; drip pans; drums; exhaust fan not solely for venting range/cooktop fumes; filters and screens; food spoilage; standalone or self-contained icemakers and ice/water dispensers; water supply lines; independent telescoping range exhaust; interior lining; internal shelves; knobs and handles; light bulbs and fixtures; lock and key assemblies; panels and/or cabinetry; racks; removable minitubs; rollers other than clothes dryer drum rollers; rooftop exhaust units; rotisseries and probes; secondary units; self-cleaning mechanisms including door latches; sensi-temp/sensi-heat burners; shelves; springs; stand-alone freezers; structural components; timers and clocks; trays; tubs; venting; washing machine agitators; conditions of water flow restriction due to scale, minerals and other deposits. After Mr. Klezmer was advised that his claim was denied, he requested that his coverage be canceled and set-up as a non-renewal. As of March 8, 2017, Mr. [redacted] coverage will be canceled and no further payments will be garnered. With that said, since we have confirmed that Mr. [redacted] service claim was denied in accordance with the terms of his Sears Home Warranty, we ask that this matter be closed. We apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:The venting issue is an excuse. The past two technicians from sears examined the vent and admitted there is no issue with the vent.Today I opened the venting completely. The dryer is now open to air without going through any ventilation.We had washer and dryers in the same place for over 20 years, never had an issue.The actual distance between the machine and the outside vent is 20 centimeter, that I already completely removed.The problem is defective electricals in the machine not the vent as was stated by two prior sears technicians.The machine has to be replaced.
Sincerely,
[redacted]