Complaint: [redacted]
I am rejecting this response because: The person who emailed me did not state they were from Sears! We had a misunderstanding, I was assuming it was from Chili's from our other complaint. I had emailed back to the person stating the misunderstanding, however I did not received a response. Again, we want the refund back to check not gift card as we will not be shopping at Sears anymore after this horrible incident. Too many bad reviews all over the net scares us off pretty bad.
Sincerely,
[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 Ms. [redacted] complaint regarding her refrigerator. In regard...
to any alleged property damage, that matter has been turned over to our third party claims administrator, [redacted] Mr. [redacted]’s claim number is [redacted] and her adjuster is [redacted] who may be reached during normal business hours at ([redacted]. [redacted] did inform us that the claim is still open and they have tendered to the manufacturer, [redacted], who will handle from here. Regardless, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claim. The fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]'s actions. Their decision is immutable. Rather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issues. At this time, Ms. [redacted] needs to direct any further correspondence to [redacted] to the attention of his caseworker. As stated above, although we empathize with Ms. [redacted]’s frustrations, we are not in a position to assist her with any damage related matters per [redacted]'s protocol. When we spoke with Ms. [redacted] she indicated that she had paid someone approximately $160.00 to drain her old tank, remove it and do some basic cleanup. Ms. [redacted]’s service contract provided for installation coverage, but she had her son in law install the item so there was no cost attached. As a courtesy, we have applied the amount that may have been provided to Ms. [redacted] for installation services towards the draining/cleanup cost and a check for $160.00 has been sent to her home address. This check should arrive within 10-12 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 1, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her washer. Our records...
show that the only time A&E Factory Service examined Ms. [redacted]’s washer was on January 10, 2017; we did not provide the service that Ms. [redacted] states caused damage to the washer. Additionally, due to the condition of the washer, we are unable to service the unit. Ms. [redacted] has been instructed to contact [redacted], the manufacturer of her washer, at (800) [redacted]; they are the only party that can authorize the repair or replacement of her washer. As to the texts Ms. [redacted] states she is receiving; A&E Factory Service has not been sending her any texts. With that said, we have closed our file. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
August 25, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave. - Ste. [redacted]
Chicago, IL 60611
Our File No: 18[redacted]
Revdex.com File No: 94[redacted]
Via: Revdex.com website
Dear Ms. [redacted],
With reference to Ms. [redacted]'s correspondence with your office dated August 19th, a follow up appointment has been made for Friday morning in order to correct the door issues. Once the repair is made, I will confirm the [redacted]s' satisfaction and will further update your office.
Thank you again for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-[redacted] extension [redacted] or via email at Liz.[redacted]@searshomepro.com.
Sincerely,
Liz [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. [redacted]
September 7, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her disappointment...
that the glass in her range’s oven door shattered and her request to receive $1000.00 towards a new range even though she acknowledges that the range is not covered under any warranty coverage. We would first like to note that the glass used in oven doors and cooktops is tempered but this does not imply that it is bulletproof or unbreakable. Tempered glass is designed to be able to withstand changes in temperature, but it is possible to break it. The other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small pieces. These pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get. The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damaged. When it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completely. In the case of an oven door, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass. At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail. If it is the cook-top itself that Ms. [redacted] is referring to, then dropping items on it is the most common way for it to break, again, even if it does not do so immediately. Ms. [redacted] notes that the range was present when they moved in and the only range purchase we found out that address dates from approximately 2000, or over 16 years ago. In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchase. So if Ms. [redacted] was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered. However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty period. In Ms. [redacted]’s case, the range in question is clearly outside that timeframe and as such we feel it is apparent that any breakage would have to be attributable to usage rather than a defect. Due to the age of the appliance it is not uncommon for parts to no longer be available; particularly ones that are very model specific. When that happens, then a consumer’s only choice is to purchase a new item if they are so inclined. This is not something though that the retailer or manufacturer would be responsible for covering. With that said, as a courtesy we would be willing to provide a 10% discount off of any range purchased from Sears and would just need Ms. [redacted] to send us a copy of her receipt, or let us know her sales check number so that a sales adjustment could be provided on her purchase. In the interim, since we have explained that a failure of this nature is not covered if there is no warranty or service contract to provide this benefit, 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, Dana [redacted] Team Manager, Regulatory Complaints Phone: [redacted]Email: Dana.[redacted]@searshc.com
[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 visit to one of our auto centers.
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted] who states the following:
I have this vehicle in the shop currently (5/18/16), the customer and his wife were in this morning and we reviewed his account and every dollar they have spent and I explained all to him, Mr. [redacted] actually authorized additional work on the vehicle this morning (has a bad starter) and shook my hand and thanked me for working everything out for him(the biggest confusion was he had his work order copy and final invoice that he didn't realize were the same he thought he paid it twice), Although this has no impact the customer has spent $1918.34 in their total history of being serviced here, not the aforementioned $2800.00. That being said, because we have addressed Mr. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
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]
January 9, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Igor R[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. R[redacted] complaint...
regarding a recent promotion. The points in question were added to Mr. R[redacted] account. We suggest he use them quickly as they expire sooner than normal points, which was noted in the terms of the offer. In light of the aforementioned information, we have closed our file. We apologize to Mr. R[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints Email: [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Lola C[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. C[redacted] complaint regarding her Sears Home Warranty. We would first like to point out...
that [redacted] Services, Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted]ervices (CCHS), 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 Ms. C[redacted] contract. CCHS informed us that Ms. C[redacted] was provided a refund for the premium that was paid for the warranty in the amount of $299.94. They are currently waiting information from the service company before addressing her request to refund the $75.00 deductible. Since CCHS is addressing the issue we have closed this case. We apologize to Ms. C[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, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.S[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his washer. Our records show that Mr. [redacted] was...
authorized for a replacement of his washer on March 13, 2017 by the Sears Protection Agreement Benefits department. If he has any questions on how to use the authorization number he need only contact the benefits department directly at [redacted]. Since Mr. [redacted] washer has been authorized for replacement under the terms and conditions of the master protection agreement 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]
September 29, 2017Bryce [redacted], UT 84332 Our File No.: [redacted] Revdex.com Case #: [redacted] Via: First Class MailVia Email: bryce[redacted]@gmail.comDear Mr. [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 you as a customer and apologize for any frustrations or inconveniences you and your family may have experienced.SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. I spoke to Mrs. [redacted] on 9/26/2017 and she confirmed that the work has been completed to her satisfaction. She also agreed to accept our offer of a credit in the amount of $500 for the delays and inconveniences. This offer is being made as a gesture of customer service and goodwill.Enclosed please find the settlement agreement for your written acceptance. Please sign and return the agreement to my address and/or fax as listed below, before the deadline. If you have any questions or concerns, please contact me at 1-800-222-5030 extension 5681, or via email at richard.[redacted]@searshomepro.com.Sincerely,Richard [redacted]SHIP/HI Regulatory Complaint SpecialistEnclosure: 1 cc: Revdex.com via Website
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 range. It is unfortunate that we...
failed Ms. [redacted]’s expectations when she called Sears for service on her range. We value Ms. [redacted]’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home Services. We can assure Ms. [redacted] that her concerns have been forwarded to management of the local service unit for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on September 22nd when a previously ordered control board was installed. After the board was installed the unit was tested and was found to be operating as designed. Since we have completed the service to Ms. [redacted]’s range, we respectfully request 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
June 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a washer/dryer exchange. First, we...
would like to apologize to Mr. [redacted] for failing his expectations when he recently purchased a new washer and dryer from Sears. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted] Upon receiving Mr. [redacted] complaint, we contacted him to clarify the amount of refund he believed he is due. Mr. [redacted] advised that he is still owed $534.04, as well as the returned check fee of $19.00. After speaking with Mr. [redacted] we immediately contacted Store Manager [redacted] for assistance. After she researched Mr. [redacted] transactions, she confirmed that Mr. [redacted] was still owed $534.04. Therefore, on June 7, 2016, she processed a refund for $534.04 to his [redacted] account, which should post in the next few days. Additionally, a refund check for $19.00 has been processed and should be received by Mr. [redacted] in the next two weeks. In summary, since we have corrected our oversight and issued the monies Mr. [redacted] is due, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Kevin C. V[redacted] - # [redacted] Dear [redacted] We have completed the investigation of Mr. V[redacted] complaint regarding his request for a refund for a washer...
repair. Upon researching Mr. V[redacted] concerns, we found that in addition to the $188.30 refund processed by our Customer Solutions group, the service unit processed a refund for $196.79. Our records show that the refund for $196.79 was issued to Mr. V[redacted] account ending in [redacted] on September 19, 2017, and should have posted to his account within a week. While Mr. V[redacted] is requesting a full refund of $281.32, the remaining $84.53 is the diagnostic fee, which is not refundable. Furthermore, due to the extensive time that the technician invested in diagnosing the washer, and the fact that parts were ordered and installed, we do not feel that an exception should be made in regard to the refund of the trip charge. In summary, since we have confirmed that Mr. V[redacted] has been issued a refund of $196.79, which is the remainder of the monies he paid minus the non-refundable trip charge, we ask that this matter be closed. We apologize to Mr. V[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 8, 2015/04/30) */
April 30, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...
regarding the refund of her online order that she alleges she did not picked up from the store.
Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. Upon receipt of [redacted] complaint we reached out to [redacted], Store Manager for Kmart[redacted], to assist with [redacted] concerns. [redacted] confirmed that [redacted] was issued a full refund of $133.58 to her Sears credit card on April 14, 2015. If [redacted] has not received the credit, she can contact Manager [redacted] at [redacted] or via [redacted]. With that being said, since we have provided [redacted] with her desired resolution, we have closed our file.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
October 4, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Brian W[redacted]Dear [redacted] We have completed the investigation of Mr. W[redacted] complaint regarding the recent purchase of a fridge.After reviewing Mr....
W[redacted] complaint and our records, we contacted our delivery department to investigate his complaint. We were able to determine that on September 12, 2017 Mr. W[redacted] spoke to a supervisor in the delivery department to report that the ice maker in his fridge was damaged. Since it was the ice maker that had a crack, customer service offered Mr. W[redacted] a replacement for the damaged part or 70,000 points in SYWR points. Mr. W[redacted] decided to accept the point and purchase the icemaker himself. Based off the fact that Mr. W[redacted] accepted the concession that was offered, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
October 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94569475-Monica [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her washer.
As Ms. [redacted] noted, her washer was not...
included in the recall she mentioned. In fact, that recall was only for LG manufactured units and Ms. [redacted]'s washer was manufactured by Whirlpool. However, Ms. [redacted] has continued to insist that her issue must be related. That would be like saying an automobile manufacturer would need to repair all of their vehicles when a recall is only issued for a specific problem that is known to exist on a certain model. Typically, such recalls are limited to the models manufactured during certain time frames and it can be very specific down to the VIN number. We sell dozens of models of washers every season under the Kenmore brand; the configurations, type of materials used and even the manufacturer can differ. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. In this case, we feel there could be external issues, which we will address in the next section. That said, we take the safety of our consumers very seriously and according to our notes, this incident was reported to the CPSC, which oversees recalls such as the one Ms. [redacted] noted.
Excessive vibration can be caused by an uneven floor, which causes instability when the washer reaches the spin cycle and the high rpms required to wring the water out of the clothes are reached. There is also the possibility of an issue with the shocks or the balance ring on the washer. In order to make a determination, a technician would need to examine the washer. It could be that one of these parts simply failed; it is a machine with mechanical, moving parts that are bound to break down over time and through use. Ms. [redacted]s' warranty expired on February 8, 2014 and as such, she would be responsible for any repair or replacement costs. Furthermore, our return policy stipulates that Ms. [redacted] had 90 days from the date of purchase to request a refund or exchange if dissatisfied; that period of time has long since elapsed. At this time, we are willing to waive the diagnosis fee we charge so that a technician can examine the unit and determine what the issue may be. He would then provide Ms. [redacted] with an estimate for repair if there is a malfunction. If Ms. [redacted] chooses to proceed, we will waive the labor fees and she will only be responsible for the cost of any parts that may be needed. According to our files, Ms. [redacted] was also offered 20% off of a new washer purchased from Sears. That offer is also still valid if she would prefer that option. Ms. [redacted] may reach me during normal business hours at the email address listed below if she wishes to accept one of our offers within the next 15 business days; after that, it will be null and void. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[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 somewhat satisfactory to me but would be much better if you would able to ship the same product to home for free as it was scheduled it that way before. Now I'll end up driving to Sears [redacted], NY about 20 miles far from where I live, because the product is not available in Sears [redacted] location.
Sincerely,
[redacted]
November 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mr. Jie ** Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and...
request for his order to be cancelled. After researching this matter, we found that Mr. ** had previously been in contact with Executive Member Services, Sears escalated complaint department. EMS was able to have the order in question cancelled and ensured that a full refund of $528.90 was credited back to his American Express card that he used at the time of purchase. This refund was processed on November 11, 2016, and for Mr. [redacted] records the return receipt number is 093004414005. We apologize again for any inconvenience Mr. ** experienced and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Since we have confirmed that the 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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding service for his ** washer. As clarification, the contract to...
service the washer it is not held by Sears. Sears is one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to [redacted]. With that said, our records show that when our service technician arrived for service on April 10, 2017 he replaced the PBC computer board and filter assembly. [redacted] was informed of the delay in parts as is required with our contract with [redacted]. If Mr. [redacted] has any questions regarding his service coverage and what would constitute a replacement he will need to address this with [redacted]. Since it is our understanding that the repairs completed on April 10, 2017 have repaired the washer we have closed our case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: The person who emailed me did not state they were from Sears! We had a misunderstanding, I was assuming it was from Chili's from our other complaint. I had emailed back to the person stating the misunderstanding, however I did not received a response. Again, we want the refund back to check not gift card as we will not be shopping at Sears anymore after this horrible incident. Too many bad reviews all over the net scares us off pretty bad.
Sincerely,
[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 Ms. [redacted] complaint regarding her refrigerator. In regard...
to any alleged property damage, that matter has been turned over to our third party claims administrator, [redacted] Mr. [redacted]’s claim number is [redacted] and her adjuster is [redacted] who may be reached during normal business hours at ([redacted]. [redacted] did inform us that the claim is still open and they have tendered to the manufacturer, [redacted], who will handle from here. Regardless, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claim. The fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]'s actions. Their decision is immutable. Rather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issues. At this time, Ms. [redacted] needs to direct any further correspondence to [redacted] to the attention of his caseworker. As stated above, although we empathize with Ms. [redacted]’s frustrations, we are not in a position to assist her with any damage related matters per [redacted]'s protocol. When we spoke with Ms. [redacted] she indicated that she had paid someone approximately $160.00 to drain her old tank, remove it and do some basic cleanup. Ms. [redacted]’s service contract provided for installation coverage, but she had her son in law install the item so there was no cost attached. As a courtesy, we have applied the amount that may have been provided to Ms. [redacted] for installation services towards the draining/cleanup cost and a check for $160.00 has been sent to her home address. This check should arrive within 10-12 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 1, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her washer. Our records...
show that the only time A&E Factory Service examined Ms. [redacted]’s washer was on January 10, 2017; we did not provide the service that Ms. [redacted] states caused damage to the washer. Additionally, due to the condition of the washer, we are unable to service the unit. Ms. [redacted] has been instructed to contact [redacted], the manufacturer of her washer, at (800) [redacted]; they are the only party that can authorize the repair or replacement of her washer. As to the texts Ms. [redacted] states she is receiving; A&E Factory Service has not been sending her any texts. With that said, we have closed our file. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
August 25, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave. - Ste. [redacted]
Chicago, IL 60611
Our File No: 18[redacted]
Revdex.com File No: 94[redacted]
Via: Revdex.com website
Dear Ms. [redacted],
With reference to Ms. [redacted]'s correspondence with your office dated August 19th, a follow up appointment has been made for Friday morning in order to correct the door issues. Once the repair is made, I will confirm the [redacted]s' satisfaction and will further update your office.
Thank you again for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-[redacted] extension [redacted] or via email at Liz.[redacted]@searshomepro.com.
Sincerely,
Liz [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. [redacted]
September 7, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her disappointment...
that the glass in her range’s oven door shattered and her request to receive $1000.00 towards a new range even though she acknowledges that the range is not covered under any warranty coverage. We would first like to note that the glass used in oven doors and cooktops is tempered but this does not imply that it is bulletproof or unbreakable. Tempered glass is designed to be able to withstand changes in temperature, but it is possible to break it. The other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small pieces. These pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get. The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damaged. When it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completely. In the case of an oven door, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass. At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail. If it is the cook-top itself that Ms. [redacted] is referring to, then dropping items on it is the most common way for it to break, again, even if it does not do so immediately. Ms. [redacted] notes that the range was present when they moved in and the only range purchase we found out that address dates from approximately 2000, or over 16 years ago. In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchase. So if Ms. [redacted] was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered. However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty period. In Ms. [redacted]’s case, the range in question is clearly outside that timeframe and as such we feel it is apparent that any breakage would have to be attributable to usage rather than a defect. Due to the age of the appliance it is not uncommon for parts to no longer be available; particularly ones that are very model specific. When that happens, then a consumer’s only choice is to purchase a new item if they are so inclined. This is not something though that the retailer or manufacturer would be responsible for covering. With that said, as a courtesy we would be willing to provide a 10% discount off of any range purchased from Sears and would just need Ms. [redacted] to send us a copy of her receipt, or let us know her sales check number so that a sales adjustment could be provided on her purchase. In the interim, since we have explained that a failure of this nature is not covered if there is no warranty or service contract to provide this benefit, 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, Dana [redacted] Team Manager, Regulatory Complaints Phone: [redacted]Email: Dana.[redacted]@searshc.com
June 13, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his recent visit to one of our auto centers.
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted] who states the following:
I have this vehicle in the shop currently (5/18/16), the customer and his wife were in this morning and we reviewed his account and every dollar they have spent and I explained all to him, Mr. [redacted] actually authorized additional work on the vehicle this morning (has a bad starter) and shook my hand and thanked me for working everything out for him(the biggest confusion was he had his work order copy and final invoice that he didn't realize were the same he thought he paid it twice), Although this has no impact the customer has spent $1918.34 in their total history of being serviced here, not the aforementioned $2800.00. That being said, because we have addressed Mr. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
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]
January 9, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Igor R[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. R[redacted] complaint...
regarding a recent promotion. The points in question were added to Mr. R[redacted] account. We suggest he use them quickly as they expire sooner than normal points, which was noted in the terms of the offer. In light of the aforementioned information, we have closed our file. We apologize to Mr. R[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints Email: [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Lola C[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. C[redacted] complaint regarding her Sears Home Warranty. We would first like to point out...
that [redacted] Services, Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted]ervices (CCHS), 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 Ms. C[redacted] contract. CCHS informed us that Ms. C[redacted] was provided a refund for the premium that was paid for the warranty in the amount of $299.94. They are currently waiting information from the service company before addressing her request to refund the $75.00 deductible. Since CCHS is addressing the issue we have closed this case. We apologize to Ms. C[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, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.S[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his washer. Our records show that Mr. [redacted] was...
authorized for a replacement of his washer on March 13, 2017 by the Sears Protection Agreement Benefits department. If he has any questions on how to use the authorization number he need only contact the benefits department directly at [redacted]. Since Mr. [redacted] washer has been authorized for replacement under the terms and conditions of the master protection agreement 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]
September 29, 2017Bryce [redacted], UT 84332 Our File No.: [redacted] Revdex.com Case #: [redacted] Via: First Class MailVia Email: bryce[redacted]@gmail.comDear Mr. [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 you as a customer and apologize for any frustrations or inconveniences you and your family may have experienced.SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. I spoke to Mrs. [redacted] on 9/26/2017 and she confirmed that the work has been completed to her satisfaction. She also agreed to accept our offer of a credit in the amount of $500 for the delays and inconveniences. This offer is being made as a gesture of customer service and goodwill.Enclosed please find the settlement agreement for your written acceptance. Please sign and return the agreement to my address and/or fax as listed below, before the deadline. If you have any questions or concerns, please contact me at 1-800-222-5030 extension 5681, or via email at richard.[redacted]@searshomepro.com.Sincerely,Richard [redacted]SHIP/HI Regulatory Complaint SpecialistEnclosure: 1 cc: Revdex.com via Website
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 range. It is unfortunate that we...
failed Ms. [redacted]’s expectations when she called Sears for service on her range. We value Ms. [redacted]’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home Services. We can assure Ms. [redacted] that her concerns have been forwarded to management of the local service unit for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on September 22nd when a previously ordered control board was installed. After the board was installed the unit was tested and was found to be operating as designed. Since we have completed the service to Ms. [redacted]’s range, we respectfully request 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
June 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a washer/dryer exchange. First, we...
would like to apologize to Mr. [redacted] for failing his expectations when he recently purchased a new washer and dryer from Sears. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted] Upon receiving Mr. [redacted] complaint, we contacted him to clarify the amount of refund he believed he is due. Mr. [redacted] advised that he is still owed $534.04, as well as the returned check fee of $19.00. After speaking with Mr. [redacted] we immediately contacted Store Manager [redacted] for assistance. After she researched Mr. [redacted] transactions, she confirmed that Mr. [redacted] was still owed $534.04. Therefore, on June 7, 2016, she processed a refund for $534.04 to his [redacted] account, which should post in the next few days. Additionally, a refund check for $19.00 has been processed and should be received by Mr. [redacted] in the next two weeks. In summary, since we have corrected our oversight and issued the monies Mr. [redacted] is due, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Kevin C. V[redacted] - # [redacted] Dear [redacted] We have completed the investigation of Mr. V[redacted] complaint regarding his request for a refund for a washer...
repair. Upon researching Mr. V[redacted] concerns, we found that in addition to the $188.30 refund processed by our Customer Solutions group, the service unit processed a refund for $196.79. Our records show that the refund for $196.79 was issued to Mr. V[redacted] account ending in [redacted] on September 19, 2017, and should have posted to his account within a week. While Mr. V[redacted] is requesting a full refund of $281.32, the remaining $84.53 is the diagnostic fee, which is not refundable. Furthermore, due to the extensive time that the technician invested in diagnosing the washer, and the fact that parts were ordered and installed, we do not feel that an exception should be made in regard to the refund of the trip charge. In summary, since we have confirmed that Mr. V[redacted] has been issued a refund of $196.79, which is the remainder of the monies he paid minus the non-refundable trip charge, we ask that this matter be closed. We apologize to Mr. V[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 8, 2015/04/30) */
April 30, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...
regarding the refund of her online order that she alleges she did not picked up from the store.
Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. Upon receipt of [redacted] complaint we reached out to [redacted], Store Manager for Kmart[redacted], to assist with [redacted] concerns. [redacted] confirmed that [redacted] was issued a full refund of $133.58 to her Sears credit card on April 14, 2015. If [redacted] has not received the credit, she can contact Manager [redacted] at [redacted] or via [redacted]. With that being said, since we have provided [redacted] with her desired resolution, we have closed our file.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
October 4, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Brian W[redacted]Dear [redacted] We have completed the investigation of Mr. W[redacted] complaint regarding the recent purchase of a fridge.After reviewing Mr....
W[redacted] complaint and our records, we contacted our delivery department to investigate his complaint. We were able to determine that on September 12, 2017 Mr. W[redacted] spoke to a supervisor in the delivery department to report that the ice maker in his fridge was damaged. Since it was the ice maker that had a crack, customer service offered Mr. W[redacted] a replacement for the damaged part or 70,000 points in SYWR points. Mr. W[redacted] decided to accept the point and purchase the icemaker himself. Based off the fact that Mr. W[redacted] accepted the concession that was offered, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
October 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94569475-Monica [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her washer.
As Ms. [redacted] noted, her washer was not...
included in the recall she mentioned. In fact, that recall was only for LG manufactured units and Ms. [redacted]'s washer was manufactured by Whirlpool. However, Ms. [redacted] has continued to insist that her issue must be related. That would be like saying an automobile manufacturer would need to repair all of their vehicles when a recall is only issued for a specific problem that is known to exist on a certain model. Typically, such recalls are limited to the models manufactured during certain time frames and it can be very specific down to the VIN number. We sell dozens of models of washers every season under the Kenmore brand; the configurations, type of materials used and even the manufacturer can differ. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. In this case, we feel there could be external issues, which we will address in the next section. That said, we take the safety of our consumers very seriously and according to our notes, this incident was reported to the CPSC, which oversees recalls such as the one Ms. [redacted] noted.
Excessive vibration can be caused by an uneven floor, which causes instability when the washer reaches the spin cycle and the high rpms required to wring the water out of the clothes are reached. There is also the possibility of an issue with the shocks or the balance ring on the washer. In order to make a determination, a technician would need to examine the washer. It could be that one of these parts simply failed; it is a machine with mechanical, moving parts that are bound to break down over time and through use. Ms. [redacted]s' warranty expired on February 8, 2014 and as such, she would be responsible for any repair or replacement costs. Furthermore, our return policy stipulates that Ms. [redacted] had 90 days from the date of purchase to request a refund or exchange if dissatisfied; that period of time has long since elapsed. At this time, we are willing to waive the diagnosis fee we charge so that a technician can examine the unit and determine what the issue may be. He would then provide Ms. [redacted] with an estimate for repair if there is a malfunction. If Ms. [redacted] chooses to proceed, we will waive the labor fees and she will only be responsible for the cost of any parts that may be needed. According to our files, Ms. [redacted] was also offered 20% off of a new washer purchased from Sears. That offer is also still valid if she would prefer that option. Ms. [redacted] may reach me during normal business hours at the email address listed below if she wishes to accept one of our offers within the next 15 business days; after that, it will be null and void. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[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 somewhat satisfactory to me but would be much better if you would able to ship the same product to home for free as it was scheduled it that way before. Now I'll end up driving to Sears [redacted], NY about 20 miles far from where I live, because the product is not available in Sears [redacted] location.
Sincerely,
[redacted]
November 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mr. Jie ** Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and...
request for his order to be cancelled. After researching this matter, we found that Mr. ** had previously been in contact with Executive Member Services, Sears escalated complaint department. EMS was able to have the order in question cancelled and ensured that a full refund of $528.90 was credited back to his American Express card that he used at the time of purchase. This refund was processed on November 11, 2016, and for Mr. [redacted] records the return receipt number is 093004414005. We apologize again for any inconvenience Mr. ** experienced and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Since we have confirmed that the 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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding service for his ** washer. As clarification, the contract to...
service the washer it is not held by Sears. Sears is one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to [redacted]. With that said, our records show that when our service technician arrived for service on April 10, 2017 he replaced the PBC computer board and filter assembly. [redacted] was informed of the delay in parts as is required with our contract with [redacted]. If Mr. [redacted] has any questions regarding his service coverage and what would constitute a replacement he will need to address this with [redacted]. Since it is our understanding that the repairs completed on April 10, 2017 have repaired the washer we have closed our case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]