Complaint: [redacted]
I am rejecting this response because:I still have not been contacted by a Sears District Manager to discuss this. They damaged my car and then passed me off to an insurance company that finds excuses for not paying for the damages. Their insurance company has the estimates from the body shop and from PDA. They insist that I invest all of the time and pay all of the costs for getting more "inspections" that they know that they do not need, hoping that I will give up and file a claim with my own insurance.
Sincerely,
[redacted]
[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 Sears Home Services and repairs to his home air conditioning system. ...
Sears Service Contracts Office has approved the replacement of Mr. [redacted] home air conditioning system. Mr. [redacted] from our Sears Service Contracts Office informed Mr. [redacted] of the approval on Thursday, May 12, 2016. Additionally, Mr. [redacted] informed Mr. [redacted] that his case has been assigned to a case manager who will be contacting him to discuss the next steps in the replacement process. [redacted] will be assisting Mr. [redacted] and he can be reached at [redacted]. Since the process is moving forward and is not being addressed by Sears Home Improvement, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [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.
The refund has now posted to my account.Thank you to the Sears representative for her help!
Sincerely,
[redacted]
July 25, 2016 [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 the...
charge for a recent service call on his oven/microwave and his request for a refund. At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his oven/microwave was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $95.00. The call taker explained that regardless of whether the repair estimate is accepted, a fee is due. Although we are within our rights to decline Mr. [redacted] request for a refund, we have processed a credit request in the amount of $95.00 as a one-time customer courtesy. The credit was requested on July 25, 2016, so Mr. [redacted] can expect to see it post to his [redacted] account ending in [redacted] in approximately five to seven business days from this date. With that said, since we are providing Mr. [redacted] with his requested resolution, we ask to have this matter closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
May 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint...
regarding his trampoline. In the interest of consumer satisfaction, we have issued a refund in the amount of $114.28 as a one-time courtesy. This credit should reflect within 3-5 business days. Since we have granted Mr. [redacted] request, 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[redacted] Tell us why here...
December 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. Mr. [redacted] credit was issued, but it appears that there was a processing error and it did not go through. The seller has reissued the credit. Mr. [redacted] should see it within 10 business days. As for his request to receive a full refund is concerned, nothing has changed. Our site notes that orders may not be canceled once placed and the seller’s page specifically states that you would need to contact them if there are any questions prior to placing an order. We have had the restocking fee refunded, but the shipping fee will not be credited as a result. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted] case, we do apologize that we failed his expectations, but we feel our offer to provide the restocking fee is relative to the circumstances and our decision is final. 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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Francis [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Barbara...
Phillips, Sears Home Services Support Specialist provided the following response: Sears Home Services records indicate that we dispatched a technician to Ms. [redacted]’s home to diagnose her complaint that her refrigerator/freezer was not cooling. The technician arrived at the home on September 20, 2016 and found the interior temperatures proper. The unit was operating as designed. There were no parts used and the call was closed. Ms. [redacted] feels her refrigerator will fail and she would like it to be replaced. We feel it is important to remind Ms. [redacted] that per the terms and conditions of the Repair Protection Agreement covering her refrigerator, a covered item is eligible to be replaced once it has been deemed unable to be repaired. Since we have not found any problems with the 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
May 1, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problems she encountered with the outlet store when he...
reported that the dryer he purchased was delivered damaged.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We can assure Mr. [redacted] that any variance from our accepted business practices and policies will be addressed. 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 dryer was returned and on April 19, 2017 we issued Mr. [redacted] a credit of $551.68 on his credit card ending in [redacted]. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
May 17, 2017Revdex.comAttn: [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted]Revdex.com Case #: [redacted]Via: Revdex.com WebsiteDear Ms. [redacted]Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently...
brought to our attention. On behalf of SHIP please know that we do value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. This letter serves to confirm that we have completed investigating the complaint. I have received notice from our district office that all repairs have been completed. I spoke to Mrs. [redacted] on 03/30/2017 and she confirmed the same.As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please contact me at [redacted] or via email at [redacted]Sincerely,
[redacted]SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail
June 30, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return the lawn mower after the 30-day return period.
We have Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied that with the delay in the repair process, the fact remains that the lawn mower has been sent for a warranty repair. As a courtesy, we did contact the service unit and requested for the repair to be expedited. As previously mentioned, if the technician deems the lawn mower unrepairable then it will be replaced under warranty. As this decision is commensurate to the circumstances, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
September 28, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Dr. Justin [redacted] Dear Ms. [redacted], We have completed the investigation of Dr. [redacted] complaint regarding his recent online order...
experience and his request for a refund. It is unfortunate that we failed Dr. [redacted] expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed that he merchandise was returned and a full refund was processed on September 8, 2017. For Dr. [redacted] records the refund receipt number is 093001998236. A credit of $375.54 was issued back to the American Express account ending in [redacted]. Additionally, we hope that in the future Dr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 27, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she...
attempted to return the event party tent 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. Our return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Kmart 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 event party tent on May 4, 2016, and attempted to return it on July 12, 2016, she was clearly over the 30-day “hassle-free” return period.
After the Kmart 30 day return/exchange period has expired, Ms. [redacted] would need to contact the manufacturer, [redacted] at ([redacted] regarding the defective parts. Since we have addressed the issue in Ms. [redacted] complaint, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
March 3, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Troy L. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator. First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator. Our records show that Mr. [redacted] purchased his refrigerator on November 19, 2016, and he accepted delivery of the unit on November 22, 2016. Per Sears’ Return Policy, Mr. [redacted] had 30 days to return the refrigerator for either a refund or an exchange. Once outside the return policy timeframe, any performance issues would need by addressed through service. While exceptions to the return policy are made from time to time, we do not find that such an accommodation is justified in Mr. [redacted] case. A review of Mr. [redacted] service orders show that no parts were replaced and it was determined that the noises emanating from the refrigerator are normal; there is no repair to eliminate noises. Furthermore, we would like to direct Mr. [redacted] to page n 19 of his owner’s manual that explains that the refrigerator is noisy. The following are some normal sounds with an explanation: · Buzzing – heard when the water valve opens to fill the ice maker. · Clicking/Snapping – valves opening or closing. · Pulsating – fans/compressor adjusting to optimize performance. · Rattling – flow of refrigerant, water line, or from items placed on top of the refrigerator. · Sizzling/Gurgling – water dripping on the heater during defrost cycle. · Popping – contraction/expansion of inside walls, especially during initial cool-down. · Water running – may be heard when ice melts during the defrost cycle and water runs into the drain pan. · Creaking/Cracking – occurs as ice is being ejected from the ice maker mold. The technician has confirmed that the refrigerator door is sealing properly and the unit is cooling. There are no documented failures with the refrigerator. While we understand that Mr. [redacted] would like the refrigerator exchanged, we cannot honor that request. As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Alissa [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Ms[redacted] complaint regarding the plumbing service under her Sears Home Warranty....
We apologize for the delay in responding to this complaint. We forwarded this matter to Cross Country who is the administrator of the Sears Home Warranty service plan to research 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 complete our research. In the interim, should Ms. [redacted] have any questions, she may contact me directly at 512-248-7793. 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, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
January 3, 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 recent online order...
experience and request for a refund. We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in Mr. [redacted] order we found that Sears Online confirmed that the order was returned and processed a full refund of $75.76 on December 9, 2016, under return receipt number [redacted] Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 29, 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. H[redacted] complaint regarding her dissatisfaction with...
Sears’ attempts to repair her washer and her subsequent request for a replacement. As Clarification, the Master Protection Agreement Ms. H[redacted] purchased for her washer specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit. When Ms. H[redacted] first contacted Sears to request a replacement, our records confirmed that Sears had completed a total of 3 service orders since her purchase date of May 9, 2015. However, although each service order did include the replacement of parts, she had not yet met the above-mentioned requirement of 4 separate product failures with functional part replacement. It is for this reason she was asked to allow one more repair attempt. The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit. After completing her purchase, Ms. H[redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her washer meet the aforementioned guidelines. With this having been said, Ms. H[redacted] request for a replacement washer was authorized by Executive Member Services on May 5, 2017, and our records show that she selected a new washer on May 8th. Ms. H[redacted] is welcome to contact Sears Protection Agreement Benefits Administration at [redacted] with any further questions she may have about her coverage. Since we have provided services relative and appropriate to the terms of the Master Protection Agreement Ms. H[redacted] purchased for her washer, we have closed our file regarding this matter. 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 11021801, and find that this resolution is satisfactory to me.
Sincerely,
Alescha [redacted]
November 13, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding non-receipt of a refund for his returned 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] spoke with sears.com again on
October 25, 2015, and his return was confirmed. Therefore, a refund of $67.12
was issued to his [redacted] account ending in [redacted] on October 30, 2015. At this time, we can only reiterate that we
truly regret any inconvenience [redacted] may have experienced. We hope that in the future he will allow
sears.com the opportunity to provide him with a better example of the type of
customer service that we have built our reputation upon, but we would
understand if this is not possible. We respectfully
ask to have this matter closed since we have noted [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]
[redacted]
Complaint: [redacted]
I am rejecting this response because:I still have not been contacted by a Sears District Manager to discuss this. They damaged my car and then passed me off to an insurance company that finds excuses for not paying for the damages. Their insurance company has the estimates from the body shop and from PDA. They insist that I invest all of the time and pay all of the costs for getting more "inspections" that they know that they do not need, hoping that I will give up and file a claim with my own insurance.
Sincerely,
[redacted]
[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 Sears Home Services and repairs to his home air conditioning system. ...
Sears Service Contracts Office has approved the replacement of Mr. [redacted] home air conditioning system. Mr. [redacted] from our Sears Service Contracts Office informed Mr. [redacted] of the approval on Thursday, May 12, 2016. Additionally, Mr. [redacted] informed Mr. [redacted] that his case has been assigned to a case manager who will be contacting him to discuss the next steps in the replacement process. [redacted] will be assisting Mr. [redacted] and he can be reached at [redacted]. Since the process is moving forward and is not being addressed by Sears Home Improvement, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [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.
The refund has now posted to my account.Thank you to the Sears representative for her help!
Sincerely,
[redacted]
July 25, 2016 [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 the...
charge for a recent service call on his oven/microwave and his request for a refund. At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his oven/microwave was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $95.00. The call taker explained that regardless of whether the repair estimate is accepted, a fee is due. Although we are within our rights to decline Mr. [redacted] request for a refund, we have processed a credit request in the amount of $95.00 as a one-time customer courtesy. The credit was requested on July 25, 2016, so Mr. [redacted] can expect to see it post to his [redacted] account ending in [redacted] in approximately five to seven business days from this date. With that said, since we are providing Mr. [redacted] with his requested resolution, we ask to have this matter closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
May 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint...
regarding his trampoline. In the interest of consumer satisfaction, we have issued a refund in the amount of $114.28 as a one-time courtesy. This credit should reflect within 3-5 business days. Since we have granted Mr. [redacted] request, 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[redacted] Tell us why here...
December 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. Mr. [redacted] credit was issued, but it appears that there was a processing error and it did not go through. The seller has reissued the credit. Mr. [redacted] should see it within 10 business days. As for his request to receive a full refund is concerned, nothing has changed. Our site notes that orders may not be canceled once placed and the seller’s page specifically states that you would need to contact them if there are any questions prior to placing an order. We have had the restocking fee refunded, but the shipping fee will not be credited as a result. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted] case, we do apologize that we failed his expectations, but we feel our offer to provide the restocking fee is relative to the circumstances and our decision is final. 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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Francis [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Barbara...
Phillips, Sears Home Services Support Specialist provided the following response: Sears Home Services records indicate that we dispatched a technician to Ms. [redacted]’s home to diagnose her complaint that her refrigerator/freezer was not cooling. The technician arrived at the home on September 20, 2016 and found the interior temperatures proper. The unit was operating as designed. There were no parts used and the call was closed. Ms. [redacted] feels her refrigerator will fail and she would like it to be replaced. We feel it is important to remind Ms. [redacted] that per the terms and conditions of the Repair Protection Agreement covering her refrigerator, a covered item is eligible to be replaced once it has been deemed unable to be repaired. Since we have not found any problems with the 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
May 1, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problems she encountered with the outlet store when he...
reported that the dryer he purchased was delivered damaged.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We can assure Mr. [redacted] that any variance from our accepted business practices and policies will be addressed. 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 dryer was returned and on April 19, 2017 we issued Mr. [redacted] a credit of $551.68 on his credit card ending in [redacted]. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
May 17, 2017Revdex.comAttn: [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted]Revdex.com Case #: [redacted]Via: Revdex.com WebsiteDear Ms. [redacted]Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently...
brought to our attention. On behalf of SHIP please know that we do value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. This letter serves to confirm that we have completed investigating the complaint. I have received notice from our district office that all repairs have been completed. I spoke to Mrs. [redacted] on 03/30/2017 and she confirmed the same.As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please contact me at [redacted] or via email at [redacted]Sincerely,
[redacted]SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail
June 30, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return the lawn mower after the 30-day return period.
We have Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied that with the delay in the repair process, the fact remains that the lawn mower has been sent for a warranty repair. As a courtesy, we did contact the service unit and requested for the repair to be expedited. As previously mentioned, if the technician deems the lawn mower unrepairable then it will be replaced under warranty. As this decision is commensurate to the circumstances, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
we now have the new air conditioner. Thank you for all your help.
September 28, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Dr. Justin [redacted] Dear Ms. [redacted], We have completed the investigation of Dr. [redacted] complaint regarding his recent online order...
experience and his request for a refund. It is unfortunate that we failed Dr. [redacted] expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed that he merchandise was returned and a full refund was processed on September 8, 2017. For Dr. [redacted] records the refund receipt number is 093001998236. A credit of $375.54 was issued back to the American Express account ending in [redacted]. Additionally, we hope that in the future Dr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 27, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she...
attempted to return the event party tent 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. Our return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Kmart 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 event party tent on May 4, 2016, and attempted to return it on July 12, 2016, she was clearly over the 30-day “hassle-free” return period.
After the Kmart 30 day return/exchange period has expired, Ms. [redacted] would need to contact the manufacturer, [redacted] at ([redacted] regarding the defective parts. Since we have addressed the issue in Ms. [redacted] complaint, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
March 3, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Troy L. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator. First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator. Our records show that Mr. [redacted] purchased his refrigerator on November 19, 2016, and he accepted delivery of the unit on November 22, 2016. Per Sears’ Return Policy, Mr. [redacted] had 30 days to return the refrigerator for either a refund or an exchange. Once outside the return policy timeframe, any performance issues would need by addressed through service. While exceptions to the return policy are made from time to time, we do not find that such an accommodation is justified in Mr. [redacted] case. A review of Mr. [redacted] service orders show that no parts were replaced and it was determined that the noises emanating from the refrigerator are normal; there is no repair to eliminate noises. Furthermore, we would like to direct Mr. [redacted] to page n 19 of his owner’s manual that explains that the refrigerator is noisy. The following are some normal sounds with an explanation: · Buzzing – heard when the water valve opens to fill the ice maker. · Clicking/Snapping – valves opening or closing. · Pulsating – fans/compressor adjusting to optimize performance. · Rattling – flow of refrigerant, water line, or from items placed on top of the refrigerator. · Sizzling/Gurgling – water dripping on the heater during defrost cycle. · Popping – contraction/expansion of inside walls, especially during initial cool-down. · Water running – may be heard when ice melts during the defrost cycle and water runs into the drain pan. · Creaking/Cracking – occurs as ice is being ejected from the ice maker mold. The technician has confirmed that the refrigerator door is sealing properly and the unit is cooling. There are no documented failures with the refrigerator. While we understand that Mr. [redacted] would like the refrigerator exchanged, we cannot honor that request. As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Alissa [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Ms[redacted] complaint regarding the plumbing service under her Sears Home Warranty....
We apologize for the delay in responding to this complaint. We forwarded this matter to Cross Country who is the administrator of the Sears Home Warranty service plan to research 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 complete our research. In the interim, should Ms. [redacted] have any questions, she may contact me directly at 512-248-7793. 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, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
January 3, 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 recent online order...
experience and request for a refund. We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in Mr. [redacted] order we found that Sears Online confirmed that the order was returned and processed a full refund of $75.76 on December 9, 2016, under return receipt number [redacted] Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 29, 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. H[redacted] complaint regarding her dissatisfaction with...
Sears’ attempts to repair her washer and her subsequent request for a replacement. As Clarification, the Master Protection Agreement Ms. H[redacted] purchased for her washer specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit. When Ms. H[redacted] first contacted Sears to request a replacement, our records confirmed that Sears had completed a total of 3 service orders since her purchase date of May 9, 2015. However, although each service order did include the replacement of parts, she had not yet met the above-mentioned requirement of 4 separate product failures with functional part replacement. It is for this reason she was asked to allow one more repair attempt. The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit. After completing her purchase, Ms. H[redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her washer meet the aforementioned guidelines. With this having been said, Ms. H[redacted] request for a replacement washer was authorized by Executive Member Services on May 5, 2017, and our records show that she selected a new washer on May 8th. Ms. H[redacted] is welcome to contact Sears Protection Agreement Benefits Administration at [redacted] with any further questions she may have about her coverage. Since we have provided services relative and appropriate to the terms of the Master Protection Agreement Ms. H[redacted] purchased for her washer, we have closed our file regarding this matter. 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 11021801, and find that this resolution is satisfactory to me.
Sincerely,
Alescha [redacted]
November 13, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding non-receipt of a refund for his returned 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] spoke with sears.com again on
October 25, 2015, and his return was confirmed. Therefore, a refund of $67.12
was issued to his [redacted] account ending in [redacted] on October 30, 2015. At this time, we can only reiterate that we
truly regret any inconvenience [redacted] may have experienced. We hope that in the future he will allow
sears.com the opportunity to provide him with a better example of the type of
customer service that we have built our reputation upon, but we would
understand if this is not possible. We respectfully
ask to have this matter closed since we have noted [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]
[redacted]