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 once final resolution is completedI will accept the [redacted] Perfect Sleeper Foreston Queen Firm which is about $more than original purchaseI will consider issue closed upon deliveryForgive me for being skeptical but no arrangement has been honored so far [redacted] Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Julia T***
September 16, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Miriam [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the quality of the range she recently purchased and her request for a warranty exchange Upon receipt of Ms [redacted] complaint we reviewed the service orders and the case notes related to Ms [redacted] rangeAccording to our records, Ms [redacted] purchased the range on June 5, and it was delivered on June 9, On July 3, Ms [redacted] called to report a problem with the door and the burnersService was scheduled for July 8, and the technician noted that Ms [redacted] did not allow him to touch the unitOur technician spoke to our service unit and reported the issue, and it was documented that Ms [redacted] was requesting a replacementThe notes did not indicate that the range was a factory defectOn July 14, Ms [redacted] called again regarding the problem with range and requested a replacementRegrettably, the note stating that Ms [redacted] had requested for a replacement was over-lookedSince it was now over our day return/exchange period, she was informed that we would need to schedule service againOn July 27, our technician adjusted the door and noted that it was okayAgain, the technician did not note that the unit was a factory defect as Ms [redacted] claimedThe next day Ms [redacted] called again to report that the technician had informed her that he could not repair the range because it was a factory defectSince the notes did not support that claim, she was again informed that a technician must be sent and must document that it is defectiveOn August 8, our technician arrived again to assess the range, and he documented that Ms [redacted] did not want service on the range On September 12, we contacted Ms [redacted] and informed her that the initial service order was created within the day return/exchange period, and it was documented that she had requested a replacementTherefore, we would honor her request for an exchange of the rangeShe accepted the offer and chose to exchange with the same modelWe processed the exchange and the expected delivery date is set for September 19, Since we have provided Ms [redacted] with her desired resolution, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
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, Travis [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his refrigerator Our records show that Mr [redacted] purchased his refrigerator on July 23, The service history shows two service orders; the first on April 23, with a complaint that the ice maker wasn’t working so was replaced at that timeThe second service was on September 24, with a complaint that the “Change Water filter” light was coming on after a couple of months of changing the filterOur service technician was not able to find a mechanical failure to indicate that the indicator light was not working properly and Ms [redacted] was informed that it could very well be the water quality in her area causing the water filter to not last the monthsWe have no other service calls for Mr [redacted] on the refrigerator although we do show that we have been out to service other appliances in and as recently as November With that being said Mr [redacted] was informed correctly that the Sears Home Warranty does not cover such things as mold or issues with gaskets as these items will wear out over time and will do so faster if not cleaned properlyWorn out gaskets will lead to condensation as they lose the ability to make a complete seal, especially in southern states due to high humidity We show that Mr [redacted] did cancel the Sears Home Warranty on January 16/and received a full refund of $Since we have confirmed that Mr [redacted] home warranty was canceled and have explained that we have no record of an ongoing issue with mold and condensation as he alludes to in his complaint we are unable to honor his request for a free service and have closed this complaint We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11012918, and find that this resolution is satisfactory to me Sincerely, Erica [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Anne B [redacted] #Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding a restocking fee that was withheld from a refund for a returned laundry centerJohn Osadciw, General Manager of the Sears in North Olmsted provided the following response: On Friday, February 10, 2017, Ms [redacted] came into the store and was provided with a refund of the restocking fee noted in her complaintThe refund in the amount of $was provided as a cash refundSince Ms [redacted] has received her desired resolution, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
January 18, [redacted] ***Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint Although Mr*** provided his name and address in the complaint, we could not locate the service information for the washer in question An email was sent to Mr [redacted] on January 9, 2017, and January 12, 2017, requesting the correct repair address, but he did not respond In order to investigate this matter thoroughly, we ask that Mr [redacted] provide the address and telephone number used to schedule the repair, so we can locate his service call in our systemWe would appreciate it if Mr [redacted] would respond to this correspondence with the requested informationIn the interim, we ask to have this matter closed, pending a response from Mr [redacted] We apologize to Mr [redacted] for this issue and would appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:First of all, I did not order the frid [redacted] at a Sears' outlet If the Sears' representative, who has worked on this complaint, had looked closely at my original PDF file which contains the evident that proof it is a used frid**, the representative would have noticed that my order was through the Sears.com website which sells new items, and somehow that ordered was routed incorrectly to a Sears' outlet There, a mistake in the Sears' part already.(1) I ordered a new frid [redacted] from Sears.com in Nov 2015, and took delivery in Dec 2015.(2) I received an email order confirmation from a Sears' outlet.(3) I registered the frid [redacted] with **, and was told that the same frid [redacted] has two different installation records: one in Apr and one in Dec The installation record in Dec was made by me when I bought the frid [redacted] in Nov 2015.Important: This is already a proof that the frid [redacted] has been sold to somebody else before me Remember: I ordered a new frid [redacted] through Sears.com and I ordered it in Nov 2015.(4) A [redacted] technician told me that the frid [redacted] was made in Apr A product is usually sold around the time after it is manufactured This along with the first installation record registered by someone else back in Apr before my purchase in Nov 2015, it is another proof that it has been sold before and sold to me again as used, when I ordered it new from Sears.com.(5) [redacted] sent me a letter saying that the warranty on the frid [redacted] expired in Apr But I only took delivery of it in Dec [redacted] did say that they honor a full year of warranty But the point is not the warranty The point is I bought a new frid**, but ended up given a used frid**.(6) There are two issues with the frid [redacted] too One is there was some glue or filler or something oozing out of one of the legs of the frid** The other issue was an intermittent one that it has some water drops around the frame of the freezer I think because of the issues of the frid**, the first owner decided to return it and was mistakenly delivered to me.The above are facts And based on them, it is easily concluded that it is a used frid** But remember: I purchased a new frid [redacted] from Sears.com And therefore, I made a reasonable request for an exchan [redacted] with a new frid [redacted] or a full refund.Questions:a) Did Sears work hard enough to understand and investigate this complaint?b) What else does Sears want me to provide that it is owned by someone else and delivered to me by mistake? Remember: [redacted] has two installation records of the same frid**, it is a proof that it is owned by someone else before I bought it new from Sears.com Two installation records - one in Apr and one in Dec - mean there are two different owners Remember: I ordered the frid [redacted] in Nov Sincerely, [redacted] ***
October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] * Jerome M [redacted] Dear [redacted] We have completed the investigation of MrM [redacted] complaint regarding his dissatisfaction that his tractor failed too soon and his request for an exchange We apologize that MrM [redacted] tractor failed to meet his expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product was recently deliveredUpon receipt of MrM [redacted] complaint we reviewed the service order and the technician ordered an interlock switch to repair the tractorMrM [redacted] mentioned in his complaint that the technician said it was a major repairWe reached out to the service unit to assist with MrM [redacted] concernBrenda P [redacted] Member Advocate for Service Unit *** contacted MrM [redacted] to discuss his concernsMrM [redacted] stated that he had requested an exchange within the day period when he reported the problem with technical support and claims he was told that the unit had to be service before an exchange could be offeredWe apologize if MrM [redacted] was misinformed regarding our 30-day exchange policy on gas powered lawn equipmentWe want to assure MrM [redacted] that any variance from our accepted business practices and policies will be addressed MsP [redacted] also confirmed with the tech manager that in order to change out the defective switch, it would be considered a major repair to get to the switch locationTherefore, we cancelled the service on the tractor and authorized an exchangeMrM [redacted] has made a selection and the new tractor should be delivered on October 30, With that being said, since we have addressed the issue brought forth in MrM [redacted] complaint, we have closed our file We apologize to MrM [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problems she encountered when she attempted to schedule service for her new dryerIt is unfortunate that we failed Ms [redacted] expectations when she recently scheduled a dryer repairWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe 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 furtherUpon receipt of Ms [redacted] complaint, we reviewed the service order and case notes regarding the dryer repairAccording to our records, the final service date was set for February 26, to install the parts ordered by the technicianRegrettably, the technician failed to arrive for the scheduled appointment again and Ms [redacted] requested to return the dryer for a refundThe return of the dryer was processed and the piis scheduled for March 5, Ms [redacted] should receive the refund for the dryer within – days after the dryer has been returnedFor her inconvenience, Ms [redacted] was offered a $check, and she accepted the offerMs [redacted] should receive this check within 7-daysIn the interim, since it is our understanding that the return of the dryer and the $reimbursement check were resolutions that met with Ms [redacted] approval, we have closed our fileAgain, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint 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 matter is still pending resolution from SearsThe fact that they have transferred the complaint to their claims company is not satisfactory to meTheir resolution will be satisfactory to me after they reimburse the expenses that I paid to fix the problems their contractor that installed the HVAC caused to my ceiling and the unit itself Sincerely, [redacted]
June 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her dissatisfaction that the ice maker in her refrigerator has been repaired multiple times and it continues to have the same issue We apologize for the delay in responding to this complaintWe reviewed the service history on Ms [redacted] refrigerator and confirmed that she reported the ice maker issue on September 6, and it has been serviced several timesOur records indicate that we currently are servicing Ms [redacted] refrigerator againSince Ms [redacted] purchased the refrigerator at our Sears Home Appliance Store, we forwarded this matter to the District Store Manager to assist and are currently awaiting his responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may contact me directly at [redacted] We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 12, 2015/07/13) */ July 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # XXXXXXXX - [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] ' complaint regarding service for his Craftsman riding mower We would first like to point out that since Mr [redacted] is no longer under a manufactures warranty he can have his riding mower repaired at any service providerWith that being said we found that Mr [redacted] was being assisted by [redacted] in our escalated customer care departmentMs [redacted] found that Mr [redacted] did take his mower to his local service provider and offered a onetime only customer satisfaction resolution of half the repair cost which was $Ms [redacted] had a checked processed for $on July 8, If Mr [redacted] is still in need of assistance he may contact Ms [redacted] directly at XXX-XXX-XXXX ext [redacted] As it is our understanding that the resolution proposed met with his approval, we have closed our file We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) 1- TO SEARS- I am sorry this got this farOn July I settled this matter with your rep [redacted] I also send a request to the Revdex.com to cancel this requestThey must not have received my request or computers are responding for them, not humans 2- TO Revdex.com- As I stated above I send you a request to cancel this matter on July since I resolved this matter with SearsLets see if your system is computer generated or HUMANS STILL DO THERE JOBSI AM REQUESTING THAT YOU RESPOND TO ME BY JULY OR I WILL FILE A COMPLAINT AGAINST YOU, THE Revdex.com, WITH THE FCC, FEDERAL TRADE COMS AND WITH ANYONE ELSE THAT YOU ARE GOVERNED BYWAITING
January 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dishwasher Upon researching Ms [redacted] concerns with the repair to her dishwasher, we found that Sears has not been repairing the unit In accordance with the terms of Ms [redacted] warranty, she contacted the manufacturer, [redacted] , to repair her dishwasher Therefore, she will need to follwith [redacted] at ( [redacted] with any concerns she may have with the repair services they are providing With that said, 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
May 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience and non-receipt of a refund for a tool that was never received It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online issued a full refund of $in the form of a mail bank check on May 9, The check normally takes to business days to receive in the mailAdditionally, 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 uponIn the interim, since a refund has been provided we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re* [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her receipt of only part of her order and her inability to receive a refund for the portion that was not shippedOur records indicate that on the same date Ms [redacted] filed her Revdex.com complaint, January 7, 2016, we processed $of the amount owedAfter this on January 11, 2016, we processed two more refunds for $and $7.32, so the total refund issued was $We apologize for the delay though, and would like to reassure Ms [redacted] that our system normally automatically issues refunds for any orders that do not shipIn her case, there was confusion over what did or did not ship and the orders were not updated promptly from the stores that were supposed to ship the merchandise outAgain, we apologize that the refund did not happen in a timely mannerWith that said, since it was processed some time ago and should have posted to Ms [redacted] account by now, we have closed our fileWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
August 31, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a recent purchase As clarification, our site says: “choose the services that are best for you.” Then the page has the consumer select “I would like my tires installed by Sears.” Under that, it says “you can add installation services below, if any.” : If you do not select this option, installation is not providedPerformance balance is part of installation and that must be selectedIt says “tire balance amounting included.” There is also a cost reflected for this serviceSince Mr [redacted] did not select balance and mounting, he did not pay for installation when he initially checked out and we are not able to provide him with a refund for this charge as a resultHowever, as a courtesy we have issued a credit for $worth of points, which is half of the mounting fee to his SYWR account since approximately $used a portion of his points on the initial orderIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Specialist, Regulatory Complaints [redacted] Email: [redacted] [redacted] @searshc.com Tell us why here
(The consumer indicated he/she ACCEPTED the response from the business.) (July 16.docx)
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 once final resolution is completedI will accept the [redacted] Perfect Sleeper Foreston Queen Firm which is about $more than original purchaseI will consider issue closed upon deliveryForgive me for being skeptical but no arrangement has been honored so far [redacted] Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Julia T***
September 16, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Miriam [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the quality of the range she recently purchased and her request for a warranty exchange Upon receipt of Ms [redacted] complaint we reviewed the service orders and the case notes related to Ms [redacted] rangeAccording to our records, Ms [redacted] purchased the range on June 5, and it was delivered on June 9, On July 3, Ms [redacted] called to report a problem with the door and the burnersService was scheduled for July 8, and the technician noted that Ms [redacted] did not allow him to touch the unitOur technician spoke to our service unit and reported the issue, and it was documented that Ms [redacted] was requesting a replacementThe notes did not indicate that the range was a factory defectOn July 14, Ms [redacted] called again regarding the problem with range and requested a replacementRegrettably, the note stating that Ms [redacted] had requested for a replacement was over-lookedSince it was now over our day return/exchange period, she was informed that we would need to schedule service againOn July 27, our technician adjusted the door and noted that it was okayAgain, the technician did not note that the unit was a factory defect as Ms [redacted] claimedThe next day Ms [redacted] called again to report that the technician had informed her that he could not repair the range because it was a factory defectSince the notes did not support that claim, she was again informed that a technician must be sent and must document that it is defectiveOn August 8, our technician arrived again to assess the range, and he documented that Ms [redacted] did not want service on the range On September 12, we contacted Ms [redacted] and informed her that the initial service order was created within the day return/exchange period, and it was documented that she had requested a replacementTherefore, we would honor her request for an exchange of the rangeShe accepted the offer and chose to exchange with the same modelWe processed the exchange and the expected delivery date is set for September 19, Since we have provided Ms [redacted] with her desired resolution, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
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, Travis [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) The problem was finally solved after monthsThe unit has been repaired
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his refrigerator Our records show that Mr [redacted] purchased his refrigerator on July 23, The service history shows two service orders; the first on April 23, with a complaint that the ice maker wasn’t working so was replaced at that timeThe second service was on September 24, with a complaint that the “Change Water filter” light was coming on after a couple of months of changing the filterOur service technician was not able to find a mechanical failure to indicate that the indicator light was not working properly and Ms [redacted] was informed that it could very well be the water quality in her area causing the water filter to not last the monthsWe have no other service calls for Mr [redacted] on the refrigerator although we do show that we have been out to service other appliances in and as recently as November With that being said Mr [redacted] was informed correctly that the Sears Home Warranty does not cover such things as mold or issues with gaskets as these items will wear out over time and will do so faster if not cleaned properlyWorn out gaskets will lead to condensation as they lose the ability to make a complete seal, especially in southern states due to high humidity We show that Mr [redacted] did cancel the Sears Home Warranty on January 16/and received a full refund of $Since we have confirmed that Mr [redacted] home warranty was canceled and have explained that we have no record of an ongoing issue with mold and condensation as he alludes to in his complaint we are unable to honor his request for a free service and have closed this complaint We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11012918, and find that this resolution is satisfactory to me Sincerely, Erica [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Anne B [redacted] #Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding a restocking fee that was withheld from a refund for a returned laundry centerJohn Osadciw, General Manager of the Sears in North Olmsted provided the following response: On Friday, February 10, 2017, Ms [redacted] came into the store and was provided with a refund of the restocking fee noted in her complaintThe refund in the amount of $was provided as a cash refundSince Ms [redacted] has received her desired resolution, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
January 18, [redacted] ***Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint Although Mr*** provided his name and address in the complaint, we could not locate the service information for the washer in question An email was sent to Mr [redacted] on January 9, 2017, and January 12, 2017, requesting the correct repair address, but he did not respond In order to investigate this matter thoroughly, we ask that Mr [redacted] provide the address and telephone number used to schedule the repair, so we can locate his service call in our systemWe would appreciate it if Mr [redacted] would respond to this correspondence with the requested informationIn the interim, we ask to have this matter closed, pending a response from Mr [redacted] We apologize to Mr [redacted] for this issue and would appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:First of all, I did not order the frid [redacted] at a Sears' outlet If the Sears' representative, who has worked on this complaint, had looked closely at my original PDF file which contains the evident that proof it is a used frid**, the representative would have noticed that my order was through the Sears.com website which sells new items, and somehow that ordered was routed incorrectly to a Sears' outlet There, a mistake in the Sears' part already.(1) I ordered a new frid [redacted] from Sears.com in Nov 2015, and took delivery in Dec 2015.(2) I received an email order confirmation from a Sears' outlet.(3) I registered the frid [redacted] with **, and was told that the same frid [redacted] has two different installation records: one in Apr and one in Dec The installation record in Dec was made by me when I bought the frid [redacted] in Nov 2015.Important: This is already a proof that the frid [redacted] has been sold to somebody else before me Remember: I ordered a new frid [redacted] through Sears.com and I ordered it in Nov 2015.(4) A [redacted] technician told me that the frid [redacted] was made in Apr A product is usually sold around the time after it is manufactured This along with the first installation record registered by someone else back in Apr before my purchase in Nov 2015, it is another proof that it has been sold before and sold to me again as used, when I ordered it new from Sears.com.(5) [redacted] sent me a letter saying that the warranty on the frid [redacted] expired in Apr But I only took delivery of it in Dec [redacted] did say that they honor a full year of warranty But the point is not the warranty The point is I bought a new frid**, but ended up given a used frid**.(6) There are two issues with the frid [redacted] too One is there was some glue or filler or something oozing out of one of the legs of the frid** The other issue was an intermittent one that it has some water drops around the frame of the freezer I think because of the issues of the frid**, the first owner decided to return it and was mistakenly delivered to me.The above are facts And based on them, it is easily concluded that it is a used frid** But remember: I purchased a new frid [redacted] from Sears.com And therefore, I made a reasonable request for an exchan [redacted] with a new frid [redacted] or a full refund.Questions:a) Did Sears work hard enough to understand and investigate this complaint?b) What else does Sears want me to provide that it is owned by someone else and delivered to me by mistake? Remember: [redacted] has two installation records of the same frid**, it is a proof that it is owned by someone else before I bought it new from Sears.com Two installation records - one in Apr and one in Dec - mean there are two different owners Remember: I ordered the frid [redacted] in Nov Sincerely, [redacted] ***
October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] * Jerome M [redacted] Dear [redacted] We have completed the investigation of MrM [redacted] complaint regarding his dissatisfaction that his tractor failed too soon and his request for an exchange We apologize that MrM [redacted] tractor failed to meet his expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product was recently deliveredUpon receipt of MrM [redacted] complaint we reviewed the service order and the technician ordered an interlock switch to repair the tractorMrM [redacted] mentioned in his complaint that the technician said it was a major repairWe reached out to the service unit to assist with MrM [redacted] concernBrenda P [redacted] Member Advocate for Service Unit *** contacted MrM [redacted] to discuss his concernsMrM [redacted] stated that he had requested an exchange within the day period when he reported the problem with technical support and claims he was told that the unit had to be service before an exchange could be offeredWe apologize if MrM [redacted] was misinformed regarding our 30-day exchange policy on gas powered lawn equipmentWe want to assure MrM [redacted] that any variance from our accepted business practices and policies will be addressed MsP [redacted] also confirmed with the tech manager that in order to change out the defective switch, it would be considered a major repair to get to the switch locationTherefore, we cancelled the service on the tractor and authorized an exchangeMrM [redacted] has made a selection and the new tractor should be delivered on October 30, With that being said, since we have addressed the issue brought forth in MrM [redacted] complaint, we have closed our file We apologize to MrM [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problems she encountered when she attempted to schedule service for her new dryerIt is unfortunate that we failed Ms [redacted] expectations when she recently scheduled a dryer repairWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe 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 furtherUpon receipt of Ms [redacted] complaint, we reviewed the service order and case notes regarding the dryer repairAccording to our records, the final service date was set for February 26, to install the parts ordered by the technicianRegrettably, the technician failed to arrive for the scheduled appointment again and Ms [redacted] requested to return the dryer for a refundThe return of the dryer was processed and the piis scheduled for March 5, Ms [redacted] should receive the refund for the dryer within – days after the dryer has been returnedFor her inconvenience, Ms [redacted] was offered a $check, and she accepted the offerMs [redacted] should receive this check within 7-daysIn the interim, since it is our understanding that the return of the dryer and the $reimbursement check were resolutions that met with Ms [redacted] approval, we have closed our fileAgain, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint 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 matter is still pending resolution from SearsThe fact that they have transferred the complaint to their claims company is not satisfactory to meTheir resolution will be satisfactory to me after they reimburse the expenses that I paid to fix the problems their contractor that installed the HVAC caused to my ceiling and the unit itself Sincerely, [redacted]
June 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her dissatisfaction that the ice maker in her refrigerator has been repaired multiple times and it continues to have the same issue We apologize for the delay in responding to this complaintWe reviewed the service history on Ms [redacted] refrigerator and confirmed that she reported the ice maker issue on September 6, and it has been serviced several timesOur records indicate that we currently are servicing Ms [redacted] refrigerator againSince Ms [redacted] purchased the refrigerator at our Sears Home Appliance Store, we forwarded this matter to the District Store Manager to assist and are currently awaiting his responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may contact me directly at [redacted] We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 12, 2015/07/13) */ July 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # XXXXXXXX - [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] ' complaint regarding service for his Craftsman riding mower We would first like to point out that since Mr [redacted] is no longer under a manufactures warranty he can have his riding mower repaired at any service providerWith that being said we found that Mr [redacted] was being assisted by [redacted] in our escalated customer care departmentMs [redacted] found that Mr [redacted] did take his mower to his local service provider and offered a onetime only customer satisfaction resolution of half the repair cost which was $Ms [redacted] had a checked processed for $on July 8, If Mr [redacted] is still in need of assistance he may contact Ms [redacted] directly at XXX-XXX-XXXX ext [redacted] As it is our understanding that the resolution proposed met with his approval, we have closed our file We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) 1- TO SEARS- I am sorry this got this farOn July I settled this matter with your rep [redacted] I also send a request to the Revdex.com to cancel this requestThey must not have received my request or computers are responding for them, not humans 2- TO Revdex.com- As I stated above I send you a request to cancel this matter on July since I resolved this matter with SearsLets see if your system is computer generated or HUMANS STILL DO THERE JOBSI AM REQUESTING THAT YOU RESPOND TO ME BY JULY OR I WILL FILE A COMPLAINT AGAINST YOU, THE Revdex.com, WITH THE FCC, FEDERAL TRADE COMS AND WITH ANYONE ELSE THAT YOU ARE GOVERNED BYWAITING
January 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dishwasher Upon researching Ms [redacted] concerns with the repair to her dishwasher, we found that Sears has not been repairing the unit In accordance with the terms of Ms [redacted] warranty, she contacted the manufacturer, [redacted] , to repair her dishwasher Therefore, she will need to follwith [redacted] at ( [redacted] with any concerns she may have with the repair services they are providing With that said, 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
May 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience and non-receipt of a refund for a tool that was never received It is unfortunate that we failed Mr [redacted] expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online issued a full refund of $in the form of a mail bank check on May 9, The check normally takes to business days to receive in the mailAdditionally, 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 uponIn the interim, since a refund has been provided we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re* [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her receipt of only part of her order and her inability to receive a refund for the portion that was not shippedOur records indicate that on the same date Ms [redacted] filed her Revdex.com complaint, January 7, 2016, we processed $of the amount owedAfter this on January 11, 2016, we processed two more refunds for $and $7.32, so the total refund issued was $We apologize for the delay though, and would like to reassure Ms [redacted] that our system normally automatically issues refunds for any orders that do not shipIn her case, there was confusion over what did or did not ship and the orders were not updated promptly from the stores that were supposed to ship the merchandise outAgain, we apologize that the refund did not happen in a timely mannerWith that said, since it was processed some time ago and should have posted to Ms [redacted] account by now, we have closed our fileWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
August 31, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a recent purchase As clarification, our site says: “choose the services that are best for you.” Then the page has the consumer select “I would like my tires installed by Sears.” Under that, it says “you can add installation services below, if any.” : If you do not select this option, installation is not providedPerformance balance is part of installation and that must be selectedIt says “tire balance amounting included.” There is also a cost reflected for this serviceSince Mr [redacted] did not select balance and mounting, he did not pay for installation when he initially checked out and we are not able to provide him with a refund for this charge as a resultHowever, as a courtesy we have issued a credit for $worth of points, which is half of the mounting fee to his SYWR account since approximately $used a portion of his points on the initial orderIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Specialist, Regulatory Complaints [redacted] Email: [redacted] [redacted] @searshc.com Tell us why here