[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 replacement of door panel for his dishwasher. [redacted] Sears Hometown...
Stores, District Sales Manager provided the following response: I spoke to Mr. [redacted] on Thursday evening the 27th. I then followed that up with a call to the owner of the store to discuss Mr. [redacted] concerns. The owner is ready to swap the door on the unit and they have not since they have not been able to reach Mr. Thomas. When I spoke to Mr. [redacted] he did say last night he doesn’t always answer his phone if he doesn’t know who is calling. In fact he didn’t answer my first call when I first reached out to him. The installer has scheduled to replace the door Wednesday 11/2/16. I have a call into Mr. [redacted] to make him aware of this. I will reach out to him again later if he doesn’t return my call. If Mr. [redacted] has any questions he can reach me at [redacted]. That said 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]
January 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for her canceled sears.com layaway order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund of $247.60 was issued to her [redacted] account ending in [redacted] on December 23, 2016. We would like to offer Ms. [redacted] a $45.00 gift card as an apology for this issue. Ms. [redacted] may contact call [redacted] within thirty days of the date of this letter and speak directly with Regulatory Complaint Specialist [redacted] or by leave a message for her indicating that she would like to accept the gift card. In the interim, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of our layaway process and the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and an equitable resolution has been proposed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 27, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #11727451 – Michelle L. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the delay she encountered in getting...
a dryer repaired under warranty. On Thursday, August 18, 2016, we experienced a catastrophic failure of a server that impacted the system that we use to schedule in-home repair. The system was down for almost three days, and was the worst outage in the history of our in-home service. Repairs had to be rescheduled and we had technicians that were running on paper and those calls later had to be manually entered into the system. This was nationwide and had a severe impact on service not only those three days but for weeks afterward. We apologize that Ms. [redacted] happened to be one of our customers that was affected by this outage. Hers is one of the more extreme examples of the problems this caused since it appears that the manual entry of her service order did not make it into the system and caused her to have subsequent calls to get the part ordered. We can also understand her frustration and having a repair so close to when her warranty would be expiring, leaving her without the peace of mind that she would have enough time to use it to ensure she received a long-lasting repair solution. As such we were willing to honor her request to receive some type of extension to her warranty. We have provided her with 2 additional years of coverage under our Sears Master Protection Agreement (MPA). This means that instead of having her warranty expire November 1, 2016, she now has coverage under her MPA until November 1, 2018. If Ms. [redacted] had called to purchase this it would have had a cost to her of $180.35 plus tax, but we have provided this to her at no cost. She should receive a copy of her contract via mail in the next 4-6 weeks and she can always call 1-800-4MY-HOME and choose the path to get to information regarding our Protection Agreements and she can request to have a copy sent to her via email. We do want to note that the contract is in the name of Cynthia [redacted] since that is the name on the service record that contains the warranty coverage. With that said, since we have honored Ms. [redacted]’s request to receive extended coverage because of the delay she encountered in receiving warranty service, 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 ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
January 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the...
repair to her refrigerator. It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. On January 19, 2017, a Sears technician re-examined Ms. [redacted] refrigerator. Due to the ongoing issues, it was determined that the refrigerator should be replaced under the exceptional parts warranty. Ms. [redacted] was contacted and asked to select a new refrigerator. She provided the new Sears item number on January 23, 2017, and the exchange was processed. The new refrigerator was subsequently delivered on January 24, 2017. Additionally, we processed a refund in the amount of $380.08; the amount remaining of the fee she original paid to repair her refrigerator. Previous refunds for $99.00 and $202.57 were processed by our escalated customer service group, Customer Solutions. With that said, since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 29, 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 microwave....
According to our records, Mr. [redacted] has microwave model number [redacted] and the serial number matches what he provided. This microwave was purchased on May 3, 2013 and while some models carry a 5 year limited warranty on the [redacted], this one does not. This microwave only had a full one year manufacturer’s warranty. We are not sure how Mr. [redacted] came to the conclusion that his manufacturer’s warranty provided for more, but the owner’s manual for this model clearly states it only has a full one year warranty. As such, any repair or replacement costs would now be Mr. [redacted] responsibility. As far as the repair is concerned, the [redacted] currently costs approximately $45.00 and our labor fee would likely be in the price range of $175.00 since it is not an easy repair. Considering that Mr. [redacted] paid $ $399.98 plus tax for this item according to our records, he may want to consider purchasing a new one rather than pursuing repair at this time. However, we are willing to waive half of our labor fee as a courtesy if Mr. [redacted] wants to have a sears technician perform the necessary repair. As an alternative, we are also willing to discount the purchase of a new microwave from Sears by 15% off of the lowest price as a gesture of goodwill. This would apply in addition to current sales prices, but not to floor model, closeout, clearance, previously used or outlet merchandise. These offers are only valid for 10 days from the date of this letter; after that, they will be null and void. Should Mr. [redacted] decide to accept one of our offers, he may contact me during normal business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive my refund of $19.90. As far as the 40,000 points I received it was indeed a nice gesture, however I am limited to only using the points for a lawn and garden purchase which really does me no good since I need nothing further in either of these departments.
February 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order that was...
cancelled by the store and request for a refund. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed her order online for store pick up. We value Ms. [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience she may have experienced. After researching the notes in her online order we found that a refund was re-issued on January 30, 2016. The replacement refund gift card was generated to be mailed to Ms[redacted] by February 18, 2016. For Ms. [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future Ms[redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted]s concerns and respectfully ask to have this matter closed, pending her receipt of the gift card. 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
December 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her...
refrigerator. It is unfortunate that we failed Ms. [redacted] expectations in regard to her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience Ms. [redacted] may have experienced. Although Sears Home Services attempted to repair Ms. [redacted] refrigerator, they determined that replacing the unit under her manufacturer’s warranty was the best option. Accordingly, Ms. [redacted] was contacted to select a new refrigerator and on December 27, 2016, an exchange was processed for Ms. [redacted]. Unfortunately, since the refrigerator is a special order item, we do not yet have a firm delivery date. We will continue to correspond with Ms. [redacted] to keep her updated on her refrigerator delivery. If she has any further questions or concerns, she can reply to [redacted] In the interim, since a fair resolution is being provided to Ms. [redacted], we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 31, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. First,...
we would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. Additionally, we forwarded Ms. [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. While we understand that Ms. [redacted] is frustrated and feels that her refrigerator failed to soon, we are unable to provide her with a refund or a replacement. Per Sears’ Return Policy, Ms. [redacted] had 30 days to return the refrigerator for either a refund or an exchange. Now that over a year has passed since the refrigerator was purchased, neither a refund nor an exchange is an option. However, our records show that the repair to Ms. [redacted] refrigerator was completed on October 28, 2016, with the installation of a new compressor. With that said, as a conciliatory gesture, we have purchased a Master Protection Agreement (MPA) for Ms. [redacted] refrigerator that will be in effect until October 4, 2017. This way, Ms. [redacted] will have another year of covered repairs, since her manufacturer’s warranty expired on October 4, 2016. Additionally, under the terms of the MPA, certain benefits are available, including a replacement refrigerator, if certain criteria are met. In the interim, since we have completed the repair to Ms. [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
June 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her grill. We apologize...
that Ms. [redacted] grill failed to meet her expectations. Ms. [redacted] seems to believe that her grill is defective. There are no known defects or recalls reported by the manufacturer on Ms. [redacted] model according to our records. There may be something that applies to another model. Ms. [redacted] seems to think because of this, all Kenmore branded grills should be included. 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 issue that is known to exist on a certain model. Typically, such recalls are limited to the models manufactured during certain time frames and I can be very specific down to the VIN number. However, there is no recall present in this instance; we offered to repair the units noted. We sell dozens of models of grills every season; 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 are external issues, which we will address in the next section. While realize Ms. [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasons. The first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to normal use before ever being released for sale to the public. The only time we see this sort of deterioration is if the cleaning instructions listed on pages 8, 9, and 10, of Ms. [redacted] owner's manual are not followed. Especially vital is cleaning the grease tray after each use. The grease and acidic marinades can drip down and cause the material of the grill to corrode. The second reason is that any damages due to rust are excluded under the terms of Ms. [redacted] manufacturer’s warranty except for the limited warranty affecting the burners. Finally, our return policy was only valid for 90 days from the date of purchase and that time period has long since passed since almost a year has passed. The cost of the firebox is $77.00 and the labor would be approximately $100.00 to install. As such, it may be better for Ms. [redacted] to consider purchasing a new grill. At this time, we are willing to offer Ms. [redacted] a choice of either a 15% discount off of a new grill purchased at Sears or we will waive the labor involved with repairing the issue if Sears technician does the work. The cost of any additional parts will be her responsibility. The 15% discount would not apply in addition to current sale prices, but not to clearance, closeout, floor model, previously used or outlet merchandise. We realize Ms. [redacted] has been a faithful customer and that is why we are making this offer. Should Ms. [redacted] decide to accept one of our offers, I can be reached via email at [redacted] during normal business hours. This offer is only valid for 30 days from the date of this letter; after that, it will be null and void. Otherwise, since we are unable to provide a replacement or repair free of charge, due to the aforementioned reasons, but we have proposed alternatives as a courtesy, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a recent purchase. The issue is that the 10,000 points that Mr. [redacted] references is a delay posting point offer. This means that while he earned the points on December 20, 2016, they would not actually credit to the account for use until December 26, 2016. We apologize if this was not clear to Mr. [redacted]. However, his account was credited with the correct amount of point as of December 26, 2016. In light of the aforementioned information, we have closed our file. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]Tell us why here...
July 5, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – John C[redacted]
Dear Ms. V[redacted]
We have completed the investigation of Mr. C[redacted] complaint regarding his dissatisfaction with the multiple repairs on his...
dishwasher and his request for a replacement under the terms of his protection agreement.
Before going further, we would like to note that Mr. C[redacted] has a Master Protection Agreement (MPA) that only entitles him to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. It also states that repair services will be performed by a qualified repair technician (Sears Repair) designated by us. We have researched Mr. C[redacted] service history, and under the aforementioned terms, he did not meet the criteria for replacement.
According to our records, Mr. C[redacted] purchased the dishwasher, along with the MPA, on April 6, 2016 and he did not request for Sears service until June 1, 2017. Our technician arrived on June 2, 2017 and contacted our [redacted] Technical Assistance Center (STAC) to report his findings. The technician was instructed to check voltage reading at certain points to determine the issue. The notes indicate that the technician was not cooperating, and the technician reported to STAC that the customer was requesting a replacement dishwasher. The technician was informed that the dishwasher did not qualify for a replacement and STAC instructed the technician to order the necessary part to complete the repair; the sump motor assembly was ordered. Our records further indicate that Ms. C[redacted] contacted our contract department several times on June 2, and June 7, 2017 and requested a replacement. Ms. C[redacted] reported that the dishwasher had been repaired by [redacted] three times and now it was being repaired by Sears. Ms. C[redacted] was advised of the contract terms and her request for a replacement was denied. Our technician returned on June 9, 2017 and the repair of the dishwasher was completed. With that being said, since we have addressed the issue brought forth in Mr. C[redacted] complaint, we have closed our file.
We apologize to Mr. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
M[redacted] S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Ralph D [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a refrigerator purchased from Sears Sears Home Services has approved...
the replacement of Mr. [redacted]’s refrigerator. He has been provided with the information needed to replace his refrigerator. Since we have approved Mr. [redacted]’s refrigerator for replacement, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:Revdex.com, thank you for your assistance. In reading this last response from Sears, the dates are incorrect and the problem misrepresented. There was only one visit where the control was installed and all subsequent calls were for the exact same error, clearly showing the initial problem was never resolved and the control replacement was not the problem. As I read the numerous complaints about Sears, it is clear to me I am in good company with folks that demonstrate integrity unlike Sears. Those disparaging remarks from the Sears Rep to distract us from the real issue were very unnecessary. These new problems resulted from technicians. There was only one problem that required resolution. I am confident that Searsdoes not know what they are doing. While Sears has refunded my money less the $80 service call visit, please share my report so that others can be forewarned of contacting Sears. Case closed.
Sincerely,
[redacted]
December 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – David A. N[redacted] Dear [redacted] We have completed the investigation of Mr. N[redacted] complaint regarding his allegations of...
damage to his home caused by a refrigerator repair performed by from Sears. Sears has already referred Mr. N[redacted] to our third party claims administrator, [redacted]. His letter states he has his claim number and claim examiner’s contact information. 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. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]’s actions. Their decision is immutable. In many cases involving product liability, if [redacted] denies their claim, they will sometimes recommend that the claimant contact the manufacturer of the product or use their homeowners insurance. Since Sears does not manufacture any products, we would hope that the company responsible for manufacturing a consumer’s product be held accountable if their product causes any damages. With this having been said, our records indicate that [redacted] has offered to settle Mr. N[redacted] claim. Additionally, Mr. N[redacted] has indicated that he has entered his claim in [redacted] Mr. N[redacted] needs to direct any further correspondence to [redacted] and preferably to the attention of his caseworker. Although we empathize with his frustrations, Sears’ customer service offices are no longer in a position to offer any assistance with this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
April 29, 2017 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint. Although Ms....
[redacted] provided her name and address in the complaint, we could not locate the service information for the washer in question. In order to investigate this matter thoroughly, we ask that Ms. [redacted] provide the address and telephone number used to schedule the repair, so we can locate his service call in our system. We would appreciate it if Ms. [redacted] would respond to this correspondence with the requested information. In the interim, we ask to have this matter closed, pending a response from Ms. [redacted]. We apologize to Ms. [redacted] for this issue and would appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because: The technician never showed up to my house and no repair was completed at my home. The fact that the Sears or the technician stated that they came to my home on January 16, 2017 is a flat out lie. And I can say this because neither myself or wife were at home on January 16, 2017.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have had high efficiency washer/dryer for years. I understand how they work. The techs that have serviced this pair do NOT wash or dry a load of clothing. That being said there is no way they know the outcome of my laundry. I do not over load the machine, nor do I have an unbalanced loads. The first time I contacted corporate was September 2015, not February 2016. I was told by corporate last September they "could not help me....you need to deal directly with the store". I tried numerous times to speak to the general store manager and never received a call from him. I actually went to the store and waited for his return "from lunch". He did not return nor follow up. [redacted] the appliance manager refused to exchange the pair last August. The is the most frustrating business I have ever dealt with. We are prepared to take legal action if necessary.
Sincerely,
[redacted]
September 15, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted]
Revdex.com File No: [redacted]
Via: Revdex.com Website
Dear Ms. [redacted]
This letter serves to confirm that Sears Home Improvement Products, Inc....
(SHIP) has been in contact with Ms. [redacted] On August 26th, 2016, we visited Ms. [redacted] home and found water damage to her kitchen sink base cabinet. Our technician obtained a quote for the repair, which is for $650.00 and includes the replacement of the doors and drawers for her sink base cabinet. Please note that Ms. [redacted] is not covered under any warranty for these cabinets. I quoted the above amount to Ms. [redacted] on September 14th, 2016. She requested to have money discounted from estimate due to her alleged inconvenience regarding the missed repair appointment. I explained that we are unable to offer any concession, and apologized for the delays she experienced. Sears has an extensive service history of waiving repair costs for Ms. [redacted], as we have never charged her for a repair since she purchased the cabinets in December 2005.
If she chooses, Ms. [redacted] may contact me at her earliest convenience with payment and we will order the materials and schedule the completion of the repair. At this time Ms. [redacted] is only responsible for paying the $100.00 inspection fee, which she agreed to at the point of contact on July 28th, 2016. This must be paid before we will schedule and accept payment for the actual repairs.
At this time, we have concluded our investigation and we are closing our file. Thank you for your time, effort, and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [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 replacement of door panel for his dishwasher. [redacted] Sears Hometown...
Stores, District Sales Manager provided the following response: I spoke to Mr. [redacted] on Thursday evening the 27th. I then followed that up with a call to the owner of the store to discuss Mr. [redacted] concerns. The owner is ready to swap the door on the unit and they have not since they have not been able to reach Mr. Thomas. When I spoke to Mr. [redacted] he did say last night he doesn’t always answer his phone if he doesn’t know who is calling. In fact he didn’t answer my first call when I first reached out to him. The installer has scheduled to replace the door Wednesday 11/2/16. I have a call into Mr. [redacted] to make him aware of this. I will reach out to him again later if he doesn’t return my call. If Mr. [redacted] has any questions he can reach me at [redacted]. That said 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]
January 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for her canceled sears.com layaway order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund of $247.60 was issued to her [redacted] account ending in [redacted] on December 23, 2016. We would like to offer Ms. [redacted] a $45.00 gift card as an apology for this issue. Ms. [redacted] may contact call [redacted] within thirty days of the date of this letter and speak directly with Regulatory Complaint Specialist [redacted] or by leave a message for her indicating that she would like to accept the gift card. In the interim, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of our layaway process and the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and an equitable resolution has been proposed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 27, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #11727451 – Michelle L. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the delay she encountered in getting...
a dryer repaired under warranty. On Thursday, August 18, 2016, we experienced a catastrophic failure of a server that impacted the system that we use to schedule in-home repair. The system was down for almost three days, and was the worst outage in the history of our in-home service. Repairs had to be rescheduled and we had technicians that were running on paper and those calls later had to be manually entered into the system. This was nationwide and had a severe impact on service not only those three days but for weeks afterward. We apologize that Ms. [redacted] happened to be one of our customers that was affected by this outage. Hers is one of the more extreme examples of the problems this caused since it appears that the manual entry of her service order did not make it into the system and caused her to have subsequent calls to get the part ordered. We can also understand her frustration and having a repair so close to when her warranty would be expiring, leaving her without the peace of mind that she would have enough time to use it to ensure she received a long-lasting repair solution. As such we were willing to honor her request to receive some type of extension to her warranty. We have provided her with 2 additional years of coverage under our Sears Master Protection Agreement (MPA). This means that instead of having her warranty expire November 1, 2016, she now has coverage under her MPA until November 1, 2018. If Ms. [redacted] had called to purchase this it would have had a cost to her of $180.35 plus tax, but we have provided this to her at no cost. She should receive a copy of her contract via mail in the next 4-6 weeks and she can always call 1-800-4MY-HOME and choose the path to get to information regarding our Protection Agreements and she can request to have a copy sent to her via email. We do want to note that the contract is in the name of Cynthia [redacted] since that is the name on the service record that contains the warranty coverage. With that said, since we have honored Ms. [redacted]’s request to receive extended coverage because of the delay she encountered in receiving warranty service, 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 ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
January 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the...
repair to her refrigerator. It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. On January 19, 2017, a Sears technician re-examined Ms. [redacted] refrigerator. Due to the ongoing issues, it was determined that the refrigerator should be replaced under the exceptional parts warranty. Ms. [redacted] was contacted and asked to select a new refrigerator. She provided the new Sears item number on January 23, 2017, and the exchange was processed. The new refrigerator was subsequently delivered on January 24, 2017. Additionally, we processed a refund in the amount of $380.08; the amount remaining of the fee she original paid to repair her refrigerator. Previous refunds for $99.00 and $202.57 were processed by our escalated customer service group, Customer Solutions. With that said, since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 29, 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 microwave....
According to our records, Mr. [redacted] has microwave model number [redacted] and the serial number matches what he provided. This microwave was purchased on May 3, 2013 and while some models carry a 5 year limited warranty on the [redacted], this one does not. This microwave only had a full one year manufacturer’s warranty. We are not sure how Mr. [redacted] came to the conclusion that his manufacturer’s warranty provided for more, but the owner’s manual for this model clearly states it only has a full one year warranty. As such, any repair or replacement costs would now be Mr. [redacted] responsibility. As far as the repair is concerned, the [redacted] currently costs approximately $45.00 and our labor fee would likely be in the price range of $175.00 since it is not an easy repair. Considering that Mr. [redacted] paid $ $399.98 plus tax for this item according to our records, he may want to consider purchasing a new one rather than pursuing repair at this time. However, we are willing to waive half of our labor fee as a courtesy if Mr. [redacted] wants to have a sears technician perform the necessary repair. As an alternative, we are also willing to discount the purchase of a new microwave from Sears by 15% off of the lowest price as a gesture of goodwill. This would apply in addition to current sales prices, but not to floor model, closeout, clearance, previously used or outlet merchandise. These offers are only valid for 10 days from the date of this letter; after that, they will be null and void. Should Mr. [redacted] decide to accept one of our offers, he may contact me during normal business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive my refund of $19.90. As far as the 40,000 points I received it was indeed a nice gesture, however I am limited to only using the points for a lawn and garden purchase which really does me no good since I need nothing further in either of these departments.
February 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order that was...
cancelled by the store and request for a refund. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed her order online for store pick up. We value Ms. [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience she may have experienced. After researching the notes in her online order we found that a refund was re-issued on January 30, 2016. The replacement refund gift card was generated to be mailed to Ms[redacted] by February 18, 2016. For Ms. [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future Ms[redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted]s concerns and respectfully ask to have this matter closed, pending her receipt of the gift card. 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
December 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her...
refrigerator. It is unfortunate that we failed Ms. [redacted] expectations in regard to her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience Ms. [redacted] may have experienced. Although Sears Home Services attempted to repair Ms. [redacted] refrigerator, they determined that replacing the unit under her manufacturer’s warranty was the best option. Accordingly, Ms. [redacted] was contacted to select a new refrigerator and on December 27, 2016, an exchange was processed for Ms. [redacted]. Unfortunately, since the refrigerator is a special order item, we do not yet have a firm delivery date. We will continue to correspond with Ms. [redacted] to keep her updated on her refrigerator delivery. If she has any further questions or concerns, she can reply to [redacted] In the interim, since a fair resolution is being provided to Ms. [redacted], we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 31, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services. First,...
we would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. Additionally, we forwarded Ms. [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. While we understand that Ms. [redacted] is frustrated and feels that her refrigerator failed to soon, we are unable to provide her with a refund or a replacement. Per Sears’ Return Policy, Ms. [redacted] had 30 days to return the refrigerator for either a refund or an exchange. Now that over a year has passed since the refrigerator was purchased, neither a refund nor an exchange is an option. However, our records show that the repair to Ms. [redacted] refrigerator was completed on October 28, 2016, with the installation of a new compressor. With that said, as a conciliatory gesture, we have purchased a Master Protection Agreement (MPA) for Ms. [redacted] refrigerator that will be in effect until October 4, 2017. This way, Ms. [redacted] will have another year of covered repairs, since her manufacturer’s warranty expired on October 4, 2016. Additionally, under the terms of the MPA, certain benefits are available, including a replacement refrigerator, if certain criteria are met. In the interim, since we have completed the repair to Ms. [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
June 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her grill. We apologize...
that Ms. [redacted] grill failed to meet her expectations. Ms. [redacted] seems to believe that her grill is defective. There are no known defects or recalls reported by the manufacturer on Ms. [redacted] model according to our records. There may be something that applies to another model. Ms. [redacted] seems to think because of this, all Kenmore branded grills should be included. 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 issue that is known to exist on a certain model. Typically, such recalls are limited to the models manufactured during certain time frames and I can be very specific down to the VIN number. However, there is no recall present in this instance; we offered to repair the units noted. We sell dozens of models of grills every season; 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 are external issues, which we will address in the next section. While realize Ms. [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasons. The first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to normal use before ever being released for sale to the public. The only time we see this sort of deterioration is if the cleaning instructions listed on pages 8, 9, and 10, of Ms. [redacted] owner's manual are not followed. Especially vital is cleaning the grease tray after each use. The grease and acidic marinades can drip down and cause the material of the grill to corrode. The second reason is that any damages due to rust are excluded under the terms of Ms. [redacted] manufacturer’s warranty except for the limited warranty affecting the burners. Finally, our return policy was only valid for 90 days from the date of purchase and that time period has long since passed since almost a year has passed. The cost of the firebox is $77.00 and the labor would be approximately $100.00 to install. As such, it may be better for Ms. [redacted] to consider purchasing a new grill. At this time, we are willing to offer Ms. [redacted] a choice of either a 15% discount off of a new grill purchased at Sears or we will waive the labor involved with repairing the issue if Sears technician does the work. The cost of any additional parts will be her responsibility. The 15% discount would not apply in addition to current sale prices, but not to clearance, closeout, floor model, previously used or outlet merchandise. We realize Ms. [redacted] has been a faithful customer and that is why we are making this offer. Should Ms. [redacted] decide to accept one of our offers, I can be reached via email at [redacted] during normal business hours. This offer is only valid for 30 days from the date of this letter; after that, it will be null and void. Otherwise, since we are unable to provide a replacement or repair free of charge, due to the aforementioned reasons, but we have proposed alternatives as a courtesy, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a recent purchase. The issue is that the 10,000 points that Mr. [redacted] references is a delay posting point offer. This means that while he earned the points on December 20, 2016, they would not actually credit to the account for use until December 26, 2016. We apologize if this was not clear to Mr. [redacted]. However, his account was credited with the correct amount of point as of December 26, 2016. In light of the aforementioned information, we have closed our file. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]Tell us why here...
July 5, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – John C[redacted]
Dear Ms. V[redacted]
We have completed the investigation of Mr. C[redacted] complaint regarding his dissatisfaction with the multiple repairs on his...
dishwasher and his request for a replacement under the terms of his protection agreement.
Before going further, we would like to note that Mr. C[redacted] has a Master Protection Agreement (MPA) that only entitles him to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. It also states that repair services will be performed by a qualified repair technician (Sears Repair) designated by us. We have researched Mr. C[redacted] service history, and under the aforementioned terms, he did not meet the criteria for replacement.
According to our records, Mr. C[redacted] purchased the dishwasher, along with the MPA, on April 6, 2016 and he did not request for Sears service until June 1, 2017. Our technician arrived on June 2, 2017 and contacted our [redacted] Technical Assistance Center (STAC) to report his findings. The technician was instructed to check voltage reading at certain points to determine the issue. The notes indicate that the technician was not cooperating, and the technician reported to STAC that the customer was requesting a replacement dishwasher. The technician was informed that the dishwasher did not qualify for a replacement and STAC instructed the technician to order the necessary part to complete the repair; the sump motor assembly was ordered. Our records further indicate that Ms. C[redacted] contacted our contract department several times on June 2, and June 7, 2017 and requested a replacement. Ms. C[redacted] reported that the dishwasher had been repaired by [redacted] three times and now it was being repaired by Sears. Ms. C[redacted] was advised of the contract terms and her request for a replacement was denied. Our technician returned on June 9, 2017 and the repair of the dishwasher was completed. With that being said, since we have addressed the issue brought forth in Mr. C[redacted] complaint, we have closed our file.
We apologize to Mr. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
M[redacted] S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Ralph D [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a refrigerator purchased from Sears Sears Home Services has approved...
the replacement of Mr. [redacted]’s refrigerator. He has been provided with the information needed to replace his refrigerator. Since we have approved Mr. [redacted]’s refrigerator for replacement, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:Revdex.com, thank you for your assistance. In reading this last response from Sears, the dates are incorrect and the problem misrepresented. There was only one visit where the control was installed and all subsequent calls were for the exact same error, clearly showing the initial problem was never resolved and the control replacement was not the problem. As I read the numerous complaints about Sears, it is clear to me I am in good company with folks that demonstrate integrity unlike Sears. Those disparaging remarks from the Sears Rep to distract us from the real issue were very unnecessary. These new problems resulted from technicians. There was only one problem that required resolution. I am confident that Searsdoes not know what they are doing. While Sears has refunded my money less the $80 service call visit, please share my report so that others can be forewarned of contacting Sears. Case closed.
Sincerely,
[redacted]
December 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – David A. N[redacted] Dear [redacted] We have completed the investigation of Mr. N[redacted] complaint regarding his allegations of...
damage to his home caused by a refrigerator repair performed by from Sears. Sears has already referred Mr. N[redacted] to our third party claims administrator, [redacted]. His letter states he has his claim number and claim examiner’s contact information. 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. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]’s actions. Their decision is immutable. In many cases involving product liability, if [redacted] denies their claim, they will sometimes recommend that the claimant contact the manufacturer of the product or use their homeowners insurance. Since Sears does not manufacture any products, we would hope that the company responsible for manufacturing a consumer’s product be held accountable if their product causes any damages. With this having been said, our records indicate that [redacted] has offered to settle Mr. N[redacted] claim. Additionally, Mr. N[redacted] has indicated that he has entered his claim in [redacted] Mr. N[redacted] needs to direct any further correspondence to [redacted] and preferably to the attention of his caseworker. Although we empathize with his frustrations, Sears’ customer service offices are no longer in a position to offer any assistance with this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
April 29, 2017 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint. Although Ms....
[redacted] provided her name and address in the complaint, we could not locate the service information for the washer in question. In order to investigate this matter thoroughly, we ask that Ms. [redacted] provide the address and telephone number used to schedule the repair, so we can locate his service call in our system. We would appreciate it if Ms. [redacted] would respond to this correspondence with the requested information. In the interim, we ask to have this matter closed, pending a response from Ms. [redacted]. We apologize to Ms. [redacted] for this issue and would appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because: The technician never showed up to my house and no repair was completed at my home. The fact that the Sears or the technician stated that they came to my home on January 16, 2017 is a flat out lie. And I can say this because neither myself or wife were at home on January 16, 2017.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have had high efficiency washer/dryer for years. I understand how they work. The techs that have serviced this pair do NOT wash or dry a load of clothing. That being said there is no way they know the outcome of my laundry. I do not over load the machine, nor do I have an unbalanced loads. The first time I contacted corporate was September 2015, not February 2016. I was told by corporate last September they "could not help me....you need to deal directly with the store". I tried numerous times to speak to the general store manager and never received a call from him. I actually went to the store and waited for his return "from lunch". He did not return nor follow up. [redacted] the appliance manager refused to exchange the pair last August. The is the most frustrating business I have ever dealt with. We are prepared to take legal action if necessary.
Sincerely,
[redacted]
September 15, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted]
Revdex.com File No: [redacted]
Via: Revdex.com Website
Dear Ms. [redacted]
This letter serves to confirm that Sears Home Improvement Products, Inc....
(SHIP) has been in contact with Ms. [redacted] On August 26th, 2016, we visited Ms. [redacted] home and found water damage to her kitchen sink base cabinet. Our technician obtained a quote for the repair, which is for $650.00 and includes the replacement of the doors and drawers for her sink base cabinet. Please note that Ms. [redacted] is not covered under any warranty for these cabinets. I quoted the above amount to Ms. [redacted] on September 14th, 2016. She requested to have money discounted from estimate due to her alleged inconvenience regarding the missed repair appointment. I explained that we are unable to offer any concession, and apologized for the delays she experienced. Sears has an extensive service history of waiving repair costs for Ms. [redacted], as we have never charged her for a repair since she purchased the cabinets in December 2005.
If she chooses, Ms. [redacted] may contact me at her earliest convenience with payment and we will order the materials and schedule the completion of the repair. At this time Ms. [redacted] is only responsible for paying the $100.00 inspection fee, which she agreed to at the point of contact on July 28th, 2016. This must be paid before we will schedule and accept payment for the actual repairs.
At this time, we have concluded our investigation and we are closing our file. Thank you for your time, effort, and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]