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,
Harold [redacted]
Complaint: [redacted]
I am rejecting this res[redacted]e because: The issue has not been resolved. Mr. [redacted] did contact me and set up a time for the box-spring and the frame to be delivered October 11th or 12th. When delievery called me I let them know that I would not be available. They rescheduled for Saturday the 15th and I took the day off. I received a text message at 724am on Friday stating that they were sorry but the delivery had been rescheduled for 10/21. Delivery called and I told them that I would not be able to be available without taking off another Saturday and that would be 10/22. They rescheduled delivery for 10/22. 10/15 I was sleeping after working all night when I got a phone call that Sears delivery was on the way. The gentlemen showed up to deliver a bed frame, only. I am still on the schedule for delivery for 10/22 but I really do not feel hopeful of this happening considering all the problems I have had thus far. On top of this, I had American Home Shield come out because our washer died and they processed everything through Sears. Two guys show up with a washer on my lunch break the day before Mr. [redacted] calls me, to drop off the washer. I never received a call about delivery and when they came they had to put in my garage because I had to go back to work. They also did not take the old washer like they were supposed to. They said I needed to call Sears back for set up and to haul away the old washer. I am very disappointed in Sears and will not use them ever again. This is just too much with communication loss through their delivery companies/using third party people. I also have not been told what the price difference is in the split box spring or how it is going to affect my leasing agreement. I have not made a payment towards the lease and WILL NOT until this is corrected. I will not accept any late charges after the days I have had to take off or the mess I have had to deal with. Any late charges, extra charges for the split box spring or any further issues will result in a return and transferring this to my lawyer because I've had enough, this beyond ridiculous.
Sincerely,
Jahmie [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted]’s rebuttal to our previous response. Although [redacted] was provided with a direct contact at her local service unit, it appears that she has decided not to schedule further service as she has not called the number we provided in our original response. Furthermore, while [redacted] is financially responsible for the trip charge she incurred on March [redacted], we have contacted our Billing Department to stop the billing process, as a one-time courtesy. [redacted] is no longer being held liable for the $[redacted] charge she incurred and should not receive any billing statements dated after March [redacted]. With that said, since we have agreed not to bill [redacted] for the [redacted] service call, we ask that this matter remain closed. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 3, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Mojisola [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator repair. ...
Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. After reviewing the issue, Brenda [redacted] with [redacted], contacted Ms. [redacted] to find who she had come out to her home to service her refrigerator after the Sears authorized service provider. Ms. [redacted] did not provide a name but stated that she would email a copy of the repair invoice. Unfortunately, since Ms. [redacted] had a different service provider repair her refrigerator, there is a chance they could have damaged the unit; especially, if they are not a Whirlpool authorized service provider. For liability reasons and because Ms. [redacted] did not get authorization under her Master Protection Agreement (MPA) to use another service provider, the refrigerator may not be able to be repaired under her MPA. A final decision will be made once Ms. [redacted] provides a copy of the repair invoice. As to Ms. [redacted] request to return the refrigerator for a refund; this is a request we cannot honor. The refrigerator was purchased over two years ago and per Sears’ Return Policy; Ms. [redacted] had 30 days to return the refrigerator for either a refund or an exchange. Her purchase is too far outside the return policy timeframe to be considered for a refund. In regard to Ms. [redacted] request for a replacement; she has not met the criteria for replacement as outlined within her MPA. Ms. [redacted] has had no qualifying repairs completed in the last twelve months; the prior service call was to tighten her door handles and the current service order has not been completed. Lastly, if Ms. [redacted] wishes to file a food loss claim she can go online to www.foodloss.searspabenefits.com or call (800) 827-6655. Under her MPA, she has a $250.00 food loss claim limit within a continuous twelve month period. With that said, since Ms. [redacted] has been advised that she needs to provide a repair invoice for review, and we are unable to proceed with any repair until then, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Jeff A[redacted]
February 14, 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 the problems she encountered with the delivery of her...
new washer.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled the delivery of her new washer. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We reached out to Store Manager Brad [redacted] to assist with Ms. [redacted] concerns. Mr. [redacted] confirmed that that the issue has been resolved. On February 1, 2017 the original order for the washer was cancelled and refunded to Ms. [redacted]. She then purchased and picked up the washer from the store that same day. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
April 15, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Dwight [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding his garage door opener repair. It...
is regrettable that we failed Mr. [redacted]’s expectations in regard to his garage door opener repair. We would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted]’s complaint, we contacted Sears Garage Solutions for assistance. Brad [redacted] with Garage Solutions responded that the repair to Mr. [redacted]’s garage door opener was completed on April 11, 2017, with the installation of a new motor. Since it is our understanding that the garage door opener is working to Mr. [redacted]’s satisfaction, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Jenny [redacted] #9455[redacted]
Dear Ms. [redacted]:
We have not completed the investigation of Ms. [redacted]'s complaint regarding repairs to her television.
Sears Home Services is scheduled to install a...
new optical engine into Ms. [redacted]'s television later today, August 3, 2015. Once resolved, we will provide an additional update.
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 Speci[redacted]st
Sears Holdings Corporation
Adam.[redacted]@searshc.com
April 26, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 12113030 – Ashley [redacted] Dear Ms. [redacted], We have completed the investigation of Dr. [redacted]’ complaint regarding her recent online order...
experience and request for a full refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Dr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Dr. [redacted]’ case, the order was fulfilled by Ami Ventures Inc. located at 25547 Canyon Crossing Dr. Richmond TX 77406, Email: [email protected] and telephone number (281) 410-8820. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Dr. [redacted]’ records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that Sears Online issued a full refund on April 19, 2017. For Dr. [redacted]’ records the return receipt number is SC 093014924074. The credit should post to her account within 3 to 5 business days. In closure, since a refund has been provided to Dr. [redacted], we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 30, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have not completed the investigation of Ms. [redacted] complaint regarding her washer. Ms....
[redacted] is currently scheduled to have a technician install several parts on June 30, 2016. Due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. We are confident that the repairs will resolve the issues with Ms. [redacted] washer, but we ask that this case remain open, pending the completion of Ms. [redacted] repair. Thank you for your patience. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[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 Sears Home Services. We have approved the replacement of Mr....
[redacted] washer per the terms and conditions of the Master Protection Agreement (MPA) covering the washer. All Mr. [redacted] needs to do is go to his local Sears and tell his sales associate that his washer has been approved for replacement. The sales associate will assist in selecting a replacement washer as well as processing the transaction. Sears will cover delivery, hook up and hook up of the old washer. The authorization is linked to the phone number ending in [redacted] Since we have noted the actions taken we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
September 14, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Deborah [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal. We have reviewed both our response and Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the answer she received, we are unable to grant her request for further assistance with this matter. As we noted before, our technicians have noted that the item is functioning within manufacturer’s specifications. If Ms. [redacted] feels that the item is being advertised incorrectly, then she would need to contact the manufacturer, Whirlpool as any description or specifications noted are provided by them. We would suggest that Ms. [redacted] have the installation, which was not performed by one of our contractors according to our records, examined to ensure that it was performed properly as this could affect the venting. Again, our return policy only valid for 30 days from the date of purchase; therefore, we are not obligated to honor her request. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted]‘s case, we do apologize that we failed her expectations, but our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted] Tammie.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: After seven visits to fix the frig still more parts to come. Have cancelled another fix because parts were back ordered. I have since purchased another frig but not a
Sincerely, Sears. there was no way we would know if the last guess would fix it. That frig will go to Recycle. Four months and maybe more without a safe Refrigerator. I am done done with their guessing came. I am however grateful they have picked up the price of the repair attempts, but I will wait no more. The frig is barely a year old.
[redacted] Sincerely [redacted]
August 23, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Josie [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding the problem she encountered when she attempted to return...
the lawn mower after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...”Since Ms. [redacted] purchased the stroller on June 30, 2016, and attempted to return it on August 5, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Kmart hassle-free 30-day return/exchange period has expired, the stroller is covered by the manufacturer’s one-year warranty. Since Ms. [redacted] stated that the stroller would not work, then she should contact the manufacturer, Summer Infant USA at ([redacted]) [redacted] to file a claim or visit https://www.summerinfant.com/consumer-relations/warranties-returns for additional details. With that being said, since we have addressed the issue brought forth in Ms. [redacted]’s complaint, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
November 30, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Melanie K[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. K[redacted] complaint regarding her dissatisfaction that her refrigerator failed too...
soon and her request for a refund on the charges she incurred for the in-home service visit.
We apologize that Ms. K[redacted] refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. According to our records, Ms. K[redacted] purchased the refrigerator on June 10, 2016 and she reported the ice maker issue on October 4, 2017. The manufacturer’s one year standard warranty expired and Ms. K[redacted] was advised that she would be responsible for the cost of the repair. Ms. K[redacted] mentioned that the refrigerator has a 4-year implied warranty; however, the owner’s manual has a disclaimer for implied warranties.
We can also understand how frustrating Ms. K[redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, we did make an exception and on November 8, 2017 we issued Ms. K[redacted] a full refund on the service order. The credit was issued to her credit card ending in [redacted]. With that being said, since we have provided Ms. K[redacted] with her requested resolution, we have closed our file.
We apologize to Ms. K[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
July 18, 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. S[redacted] complaint regarding her juice purchase. We...
want to apologize for any inconvenience Ms. S[redacted] may have experienced as a result of this issue. That said, it was our understanding that Ms. S[redacted] was contacted and the matter has been addressed. As such, we have closed our file. Again, we apologize to Ms. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
July 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 request for a full refund of his service call...
after he decided not to proceed with the repair. At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his refrigerator was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $95.00. Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair. If you choose not to have your <product> repaired, you will be charged a non-refundable fee of $95.00.” As illustrated above, the call taker explained that the minimum diagnostic fee is due even if a repair is not completed. In Mr. [redacted] case, the technician examined his refrigerator on July 5, 2016. After evaluating the unit for over an hour and discussing the issue with Sears Technical Assistance Center (STAC), he determined that a new control board was needed. Mr. [redacted] agreed to pay for the part, so the part was ordered. After the technician left, Mr. [redacted] changed his mind and decided to cancel the repair. Unfortunately, the part order could not be canceled and our records show that it was delivered to his home yesterday. [redacted] with [redacted] left a message with Mr. [redacted] on July 13, 2016, asking that he call back to let her know when the part can be picked up. With that said, we have processed a credit for $280.66, which is the amount that Mr. [redacted] paid minus the non-refundable trip charge of $102.12 ($95.00 plus $7.12 tax). Mr. [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next five to seven days. Unfortunately, we will not be refunding Mr. [redacted] the trip charge as the technician performed his duties and we have no reason to believe that his diagnosis was wrong. As this decision is commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[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 Sears Home Services and repairs to his washer. Sears Home Services...
records indicate that repairs to Mr. [redacted] washer were completed on February 6, 2017. During the aforementioned service call the technician assigned to the call indicated that he installed a new shock and a door lock assembly. Once the unit was reassembled the washer was tested with towels in the drum and there were no issues. Since we have noted the completion of the repairs to Mr. [redacted] washer, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Harold [redacted]
Complaint: [redacted]
I am rejecting this res[redacted]e because: The issue has not been resolved. Mr. [redacted] did contact me and set up a time for the box-spring and the frame to be delivered October 11th or 12th. When delievery called me I let them know that I would not be available. They rescheduled for Saturday the 15th and I took the day off. I received a text message at 724am on Friday stating that they were sorry but the delivery had been rescheduled for 10/21. Delivery called and I told them that I would not be able to be available without taking off another Saturday and that would be 10/22. They rescheduled delivery for 10/22. 10/15 I was sleeping after working all night when I got a phone call that Sears delivery was on the way. The gentlemen showed up to deliver a bed frame, only. I am still on the schedule for delivery for 10/22 but I really do not feel hopeful of this happening considering all the problems I have had thus far. On top of this, I had American Home Shield come out because our washer died and they processed everything through Sears. Two guys show up with a washer on my lunch break the day before Mr. [redacted] calls me, to drop off the washer. I never received a call about delivery and when they came they had to put in my garage because I had to go back to work. They also did not take the old washer like they were supposed to. They said I needed to call Sears back for set up and to haul away the old washer. I am very disappointed in Sears and will not use them ever again. This is just too much with communication loss through their delivery companies/using third party people. I also have not been told what the price difference is in the split box spring or how it is going to affect my leasing agreement. I have not made a payment towards the lease and WILL NOT until this is corrected. I will not accept any late charges after the days I have had to take off or the mess I have had to deal with. Any late charges, extra charges for the split box spring or any further issues will result in a return and transferring this to my lawyer because I've had enough, this beyond ridiculous.
Sincerely,
Jahmie [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted]’s rebuttal to our previous response. Although [redacted] was provided with a direct contact at her local service unit, it appears that she has decided not to schedule further service as she has not called the number we provided in our original response. Furthermore, while [redacted] is financially responsible for the trip charge she incurred on March [redacted], we have contacted our Billing Department to stop the billing process, as a one-time courtesy. [redacted] is no longer being held liable for the $[redacted] charge she incurred and should not receive any billing statements dated after March [redacted]. With that said, since we have agreed not to bill [redacted] for the [redacted] service call, we ask that this matter remain closed. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 3, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Mojisola [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator repair. ...
Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. After reviewing the issue, Brenda [redacted] with [redacted], contacted Ms. [redacted] to find who she had come out to her home to service her refrigerator after the Sears authorized service provider. Ms. [redacted] did not provide a name but stated that she would email a copy of the repair invoice. Unfortunately, since Ms. [redacted] had a different service provider repair her refrigerator, there is a chance they could have damaged the unit; especially, if they are not a Whirlpool authorized service provider. For liability reasons and because Ms. [redacted] did not get authorization under her Master Protection Agreement (MPA) to use another service provider, the refrigerator may not be able to be repaired under her MPA. A final decision will be made once Ms. [redacted] provides a copy of the repair invoice. As to Ms. [redacted] request to return the refrigerator for a refund; this is a request we cannot honor. The refrigerator was purchased over two years ago and per Sears’ Return Policy; Ms. [redacted] had 30 days to return the refrigerator for either a refund or an exchange. Her purchase is too far outside the return policy timeframe to be considered for a refund. In regard to Ms. [redacted] request for a replacement; she has not met the criteria for replacement as outlined within her MPA. Ms. [redacted] has had no qualifying repairs completed in the last twelve months; the prior service call was to tighten her door handles and the current service order has not been completed. Lastly, if Ms. [redacted] wishes to file a food loss claim she can go online to www.foodloss.searspabenefits.com or call (800) 827-6655. Under her MPA, she has a $250.00 food loss claim limit within a continuous twelve month period. With that said, since Ms. [redacted] has been advised that she needs to provide a repair invoice for review, and we are unable to proceed with any repair until then, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Jeff A[redacted]
February 14, 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 the problems she encountered with the delivery of her...
new washer.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled the delivery of her new washer. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We reached out to Store Manager Brad [redacted] to assist with Ms. [redacted] concerns. Mr. [redacted] confirmed that that the issue has been resolved. On February 1, 2017 the original order for the washer was cancelled and refunded to Ms. [redacted]. She then purchased and picked up the washer from the store that same day. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
April 15, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Dwight [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding his garage door opener repair. It...
is regrettable that we failed Mr. [redacted]’s expectations in regard to his garage door opener repair. We would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted]’s complaint, we contacted Sears Garage Solutions for assistance. Brad [redacted] with Garage Solutions responded that the repair to Mr. [redacted]’s garage door opener was completed on April 11, 2017, with the installation of a new motor. Since it is our understanding that the garage door opener is working to Mr. [redacted]’s satisfaction, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Jenny [redacted] #9455[redacted]
Dear Ms. [redacted]:
We have not completed the investigation of Ms. [redacted]'s complaint regarding repairs to her television.
Sears Home Services is scheduled to install a...
new optical engine into Ms. [redacted]'s television later today, August 3, 2015. Once resolved, we will provide an additional update.
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 Speci[redacted]st
Sears Holdings Corporation
Adam.[redacted]@searshc.com
April 26, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 12113030 – Ashley [redacted] Dear Ms. [redacted], We have completed the investigation of Dr. [redacted]’ complaint regarding her recent online order...
experience and request for a full refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Dr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Dr. [redacted]’ case, the order was fulfilled by Ami Ventures Inc. located at 25547 Canyon Crossing Dr. Richmond TX 77406, Email: [email protected] and telephone number (281) 410-8820. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Dr. [redacted]’ records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that Sears Online issued a full refund on April 19, 2017. For Dr. [redacted]’ records the return receipt number is SC 093014924074. The credit should post to her account within 3 to 5 business days. In closure, since a refund has been provided to Dr. [redacted], we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 30, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have not completed the investigation of Ms. [redacted] complaint regarding her washer. Ms....
[redacted] is currently scheduled to have a technician install several parts on June 30, 2016. Due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. We are confident that the repairs will resolve the issues with Ms. [redacted] washer, but we ask that this case remain open, pending the completion of Ms. [redacted] repair. Thank you for your patience. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[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 Sears Home Services. We have approved the replacement of Mr....
[redacted] washer per the terms and conditions of the Master Protection Agreement (MPA) covering the washer. All Mr. [redacted] needs to do is go to his local Sears and tell his sales associate that his washer has been approved for replacement. The sales associate will assist in selecting a replacement washer as well as processing the transaction. Sears will cover delivery, hook up and hook up of the old washer. The authorization is linked to the phone number ending in [redacted] Since we have noted the actions taken we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
September 14, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Deborah [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal. We have reviewed both our response and Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the answer she received, we are unable to grant her request for further assistance with this matter. As we noted before, our technicians have noted that the item is functioning within manufacturer’s specifications. If Ms. [redacted] feels that the item is being advertised incorrectly, then she would need to contact the manufacturer, Whirlpool as any description or specifications noted are provided by them. We would suggest that Ms. [redacted] have the installation, which was not performed by one of our contractors according to our records, examined to ensure that it was performed properly as this could affect the venting. Again, our return policy only valid for 30 days from the date of purchase; therefore, we are not obligated to honor her request. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted]‘s case, we do apologize that we failed her expectations, but our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted] Tammie.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: After seven visits to fix the frig still more parts to come. Have cancelled another fix because parts were back ordered. I have since purchased another frig but not a
Sincerely, Sears. there was no way we would know if the last guess would fix it. That frig will go to Recycle. Four months and maybe more without a safe Refrigerator. I am done done with their guessing came. I am however grateful they have picked up the price of the repair attempts, but I will wait no more. The frig is barely a year old.
[redacted] Sincerely [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
NO COMMENT!
August 23, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Josie [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding the problem she encountered when she attempted to return...
the lawn mower after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...”Since Ms. [redacted] purchased the stroller on June 30, 2016, and attempted to return it on August 5, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Kmart hassle-free 30-day return/exchange period has expired, the stroller is covered by the manufacturer’s one-year warranty. Since Ms. [redacted] stated that the stroller would not work, then she should contact the manufacturer, Summer Infant USA at ([redacted]) [redacted] to file a claim or visit https://www.summerinfant.com/consumer-relations/warranties-returns for additional details. With that being said, since we have addressed the issue brought forth in Ms. [redacted]’s complaint, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
November 30, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Melanie K[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. K[redacted] complaint regarding her dissatisfaction that her refrigerator failed too...
soon and her request for a refund on the charges she incurred for the in-home service visit.
We apologize that Ms. K[redacted] refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. According to our records, Ms. K[redacted] purchased the refrigerator on June 10, 2016 and she reported the ice maker issue on October 4, 2017. The manufacturer’s one year standard warranty expired and Ms. K[redacted] was advised that she would be responsible for the cost of the repair. Ms. K[redacted] mentioned that the refrigerator has a 4-year implied warranty; however, the owner’s manual has a disclaimer for implied warranties.
We can also understand how frustrating Ms. K[redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, we did make an exception and on November 8, 2017 we issued Ms. K[redacted] a full refund on the service order. The credit was issued to her credit card ending in [redacted]. With that being said, since we have provided Ms. K[redacted] with her requested resolution, we have closed our file.
We apologize to Ms. K[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
July 18, 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. S[redacted] complaint regarding her juice purchase. We...
want to apologize for any inconvenience Ms. S[redacted] may have experienced as a result of this issue. That said, it was our understanding that Ms. S[redacted] was contacted and the matter has been addressed. As such, we have closed our file. Again, we apologize to Ms. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
July 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 request for a full refund of his service call...
after he decided not to proceed with the repair. At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his refrigerator was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $95.00. Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair. If you choose not to have your <product> repaired, you will be charged a non-refundable fee of $95.00.” As illustrated above, the call taker explained that the minimum diagnostic fee is due even if a repair is not completed. In Mr. [redacted] case, the technician examined his refrigerator on July 5, 2016. After evaluating the unit for over an hour and discussing the issue with Sears Technical Assistance Center (STAC), he determined that a new control board was needed. Mr. [redacted] agreed to pay for the part, so the part was ordered. After the technician left, Mr. [redacted] changed his mind and decided to cancel the repair. Unfortunately, the part order could not be canceled and our records show that it was delivered to his home yesterday. [redacted] with [redacted] left a message with Mr. [redacted] on July 13, 2016, asking that he call back to let her know when the part can be picked up. With that said, we have processed a credit for $280.66, which is the amount that Mr. [redacted] paid minus the non-refundable trip charge of $102.12 ($95.00 plus $7.12 tax). Mr. [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next five to seven days. Unfortunately, we will not be refunding Mr. [redacted] the trip charge as the technician performed his duties and we have no reason to believe that his diagnosis was wrong. As this decision is commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[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 Sears Home Services and repairs to his washer. Sears Home Services...
records indicate that repairs to Mr. [redacted] washer were completed on February 6, 2017. During the aforementioned service call the technician assigned to the call indicated that he installed a new shock and a door lock assembly. Once the unit was reassembled the washer was tested with towels in the drum and there were no issues. Since we have noted the completion of the repairs to Mr. [redacted] washer, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]