[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding her washer. We found that Mr. [redacted] had been authorized for a replacement under the terms and conditions of the MPA. The authorization was used on June 13, 2017. Since Mr. [redacted] washer was replaced we have closed this complaint. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: Simply my terms were not met. Ms. [redacted] was rude, snide, and hostile......... until she caught herself mid-sentence. Though she was dead silent when I discussed losing over $500.00 worth of food. She was all business... it was about placating me and sweeping this matter under the rug.... Which is something Customer Solution dept of Sears also tried to do. She stated she was trying to fix things. You cannot fix being without a proper running refrigerator from May to August. The fact that this corporation refuses to cut a check for anyone whom they leave in the lurch with their broken down appliance... and complete lack of respect and customer service is appalling.We paid $500.00 for a warranty...and all Ms [redacted] did today after months of turmoil was do what should have been down months ago. No one has ever sincerely apologized... I simply listened to her state facts.You have 90 days to go pick another refrigerator, If it cost less than $3999.99 than you just lose that money, if it cost more then you must pay the difference and the tax.... Since the refrigerators are no longer new models.... It cost $2538.99...meaning we lost $1461.00 Add the $130.00 4.4cu fridge we had to purchase just survive... The tons of 20 pound bags of ice in an ice chest... And the massive food lost.What good I ask you does having her number do us? The only reason we are receiving anew refrigerator is because I had the presence of mind to contact the Revdex.com.
Sincerely,
[redacted]
September 16, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Gayana Y[redacted] L[redacted] * [redacted] Dear [redacted] We have completed our investigation of Ms. L[redacted] complaint regarding...
Sears Home Services. It is regrettable that we failed Ms. L[redacted] expectations when she recently contacted Sears Home Services to repair her tenant’s dishwasher. We value Ms. L[redacted] patronage and 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 apologize to Ms. L** and her tenant for any inconvenience we may have caused. Upon receiving Ms. L[redacted] complaint, we contacted the local office unit for assistance. Alice with unit [redacted] called Ms. L** to apologize and to see if she still needed to scheduled service. Ms. L** explained that she had another service provider repair the dishwasher. As a conciliatory gesture, Alice offered Ms. L** a $100.00 gift card as a goodwill gesture. Ms. L** accepted and she should receive it in the mail in the next two to three weeks. With that said, since we have documented Ms. L[redacted] concerns with the repair process and we have confirmed that she no longer requires service, we ask that this matter be closed. Again, we apologize to Ms. L** and her tenant and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding an oven purchased from Sears. The oven purchased by Ms. [redacted]...
arrived and was picked up by our installer and was delivered to her home. Upon further examination the oven did not fit the existing location and there would have been the need for cabinet work to be completed to make the oven fit. In the end Ms. [redacted] spoke with [redacted] sales associate from our [redacted] store and he processed a refund. That said, the refund in the amount of $2015.79 was processed back to Ms. [redacted] Typically a consumer can expect a credit to post to a credit card account within 3-5 days of processing. At this time, since we have noted our response to Ms. [redacted] complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2015/04/15) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
April 15, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the multiple repair attempts on his laundry center.
We have spoken to[redacted] in reference to his concerns and after reviewing his service history, we can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like[redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. Because we value [redacted] patronage, we have agreed to replace his laundry center under his Master Protection. We have authorized him $1,399.969 to use towards the replacement of his new laundry center and have both called[redacted] as well as sent an email with instructions as to how to exchange the unit. Because we are in the process of exchanging [redacted] laundry center, we respectfully request this complaint be closed.
We apologize to[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: They are not stating the fact accurately. They never contacted me they contacted my wife and harassed her and were quite rude to the point where she felt very uncomfortable. They did no follow up other than harass my wife and demand documentation, which I have, on everything but they failed to contact me at the number my wife provided them. I have been buying things for 45 years and this is the worst example of poor service and misrepresentation that I have ever seen. I was told by the technician I would receive a full refund due to the hassle of 4 service calls to try and fix one item which wasnt resolved. I didn't want to schedule a 5th appointment since they were unable to fix it so their response it ridiculous. I am considering contacting the local news station that loves to help people like me who are victims of a large and aggressive company. I have all the information to back up my claims. They should be embarrassed by their response look at the [redacted] situation. Sometimes you can't just victimize the little guy. I repeat my assertion they did a terrible and insufficient job and are misrepresenting the facts and trying to bully us now. Thats not ok.
Sincerely,
[redacted]
Complaint: 12376446
I am rejecting this response because: It contains incorrect/unfactual information. It is a testament to the lack of care and concern shown by Sears to their paying customers. First: Sears’ official response did not even state the correct appliance being repaired. It may seem a trivial matter, but it shows their gross inattention to detail. How sincere can an apology be if the person apologizing does not even know what it is for which they are apologizing? My WASHER, for which I had prepaid the repairs to but was left inoperable by Sears for three months, was what this entire complaint was filed for. NOT my refrigerator. How can Sears state in their official response that they value my patronage if they don’t even know what my patronage is? Second: The repairs were not completed on the date stated in their official response (06 September 2017). On that date listed, the technician left my home with my washer STILL inoperable. I called Sears that very same day to inform them of this and they scheduled a return visit for 20 September 2017. It was on this new date that the technician discovered that the previous Sears technician (of 06 September) had not even connected the electrical components inside the washer before leaving my house. I am still in possession of the text messages and emails from Sears confirming that they did, if fact, return to my house on 20 September to complete the repairs to their previously incomplete/inadequate repairs. When Sears finally issues an accurate, factual response to THEIR debacle, I will accept the response.
Sincerely,Geoffrey P. [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. It is sad that this company has so little regard for customers that one finds oneself having to file such a complaint in order to receive service repairs that once upon a time were accepted as normal operating procedure from this company.
[redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
Contact Name and Title: [redacted]
June 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - # XXXXXXXX
Dear Ms. [redacted]
We have completed our investigation...
Ms. [redacted]' complaint regarding her dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted]' concerns to the District Service Manager for further review. On June 27, 2015, the technicians returned to Ms. [redacted]' home to install a new control board and filter assembly. Once the new parts were installed, the washer was tested and found to be operating properly. Additionally, our office has processed a request for laundry reimbursement in the amount of $75.00; Ms. [redacted] can expect to receive a check within the next two weeks. With that said, since we have repaired Ms. [redacted]' washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
September 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mrs. [redacted]’s rebuttal to the response we provided regarding her request for a refund for a power washer she purchased from Sears. We have reviewed both Sears.com’s response and Ms. [redacted]’s rebuttal, and we do not find that Ms. [redacted] has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund for her power washer. We are also unable to honor a request for a covered repair because, as previously stated, the failure she experienced each time could have been prevented by following the manufacturer’s instructions. There were no defects reported by the manufacturer, and none found during our service evaluation. It is also important to note that the manufacturer provided a 2 year warranty, which begins on the date of purchase regardless of when the consumer chooses to begin using the product. 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 Mrs. [redacted]’s case, we can only apologize that we failed her expectations. Sears has provided services appropriate to the terms of the manufacturer’s warranty for Mrs. [redacted]’s power washer, and our current decision remains aligned with that warranty. Since this decision is final, we have closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
January 9, 2018Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Monica C [redacted] Dear Ms[redacted]:This letter will acknowledge receipt of the above referenced customer’s follow up complaint, which was referred to our office for...
response.This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905imx integrated member experience
[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 repairs to her garage door opener. [redacted],...
Sears Installation Solutions Customer Advocate provided the following response: Our records indicate that repairs to Ms. [redacted] garage door opener have been completed. We apologize to Ms. [redacted] for the inconvenience noted in her complaint. If Ms. [redacted] has any additional concerns, she can contact me at [redacted] Since we have noted the completion of Ms. [redacted] repairs, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
October 13, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to...
return/exchange his purchase 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. The copy of the receipt that Mr. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details. With that being said, the Sears 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...” We researched and discovered that Mr. [redacted] purchased the $3.99 cell phone holder on March 16, 2016 on salescheck number [redacted]; not 3 months ago as Mr. [redacted] mentioned in his complaint. Since Mr. [redacted] purchased the Craftsman cell phone holder on March 16, 2016, and then attempted to exchange it on September 24, 2016, he was clearly over the 30-day “hassle-free” return/exchange period. We would also like to clarify, that most Craftsman products do have warranty period; however this particular product does not have a manufacturer’s warranty.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. [redacted] when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] [redacted]
there is NO extended warranty, I can see this is just canned text from the Revdex.com like every other business. My complaint is about a defective product and lousy customer service. Asking a major company to actually have customer service is not too much to ask.
Complaint: [redacted]
I am rejecting this response because: This issue has gone on for a month unresolved no contact from Sears/Kmart how much more time do they want??? until the 90 day warranty runs out?? This is the worse example of "customer service"
Sincerely,
[redacted]
February 2, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]– Peter S[redacted] Dear [redacted] We have completed the...
investigation of Mr. S[redacted] complaint regarding his refrigerator. According to our records, Mr. S[redacted] was provided with an exchange on January 27, 2018. Since this is the resolution Mr. S[redacted] was seeking, we respectfully ask that this matter be considered closed. We apologize to Mr. 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, Tammie S[redacted] Specialist, Regulatory Complaints Email: Tammie.S[redacted]
Complaint: [redacted]
I am rejecting this response because:This is an ongoing situation that needs to be stopped, I know it was a mistake for me to purchase at that store again after the previous incident but I thought that Kmart had taken my complaint seriously and act upon such a simple problem to resolve. Not only was the wrong food picked from the shelves but this time the food inside the bag was wet and had mildew growing on it. Please see attachments photos, taken at the pickup counter of the Kmart store in question. Again I wasted my time, gas and expectations of getting what I order and paid for. It is not for the money but I consider this repeated failure from Kmart to fulfill what is promised at time of purchase a disrespect to the customer. I am requesting another $15 gift card as a mean of apology and customer satisfaction for my previously explained wasted time and gas. I would not buy from This Kmart store again but a second apology for the same and even worst circumstance makes me feel like Kmart does not take me seriously as a customer and a person. It is not my problem that of management's incompetent ability to run a serious business.
Sincerely,
Jose E[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,
James K[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Katherine T [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and her dishwasher. As stated in our initial correspondence, Ms. [redacted] dishwasher was covered by the units one year parts and labor warranty which expired on January 10, 2014. The dishwasher is covered by a Sears Master Protection Agreement (MPA) which is scheduled to expire on January 7, 2018. We feel it is important to remind Ms. [redacted] that per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 closed service calls where functional parts have been replaced within a 12 month period. After reviewing the previous service calls, we find that the dishwasher does not meet the aforementioned criteria for replacement. Our stance on this issue remains unchanged. Sears dispatched a technician to Ms. [redacted] home on November 16, 2016 to diagnose her complaint that her dishwasher emitted a burning smell. Upon arrival at the home, Ms. [redacted] refused service. Later in the day, Ms. [redacted] contacted Sears and was transferred to our Protection Agreement Business Administration Office and spoke with Ms. [redacted], who reiterated the terms and conditions of the MPA regarding replacement. Sears Home Services will not be replacing the dishwasher as it does not qualify for replacement as previously stated. At this time, we find ourselves at an impasse with Ms. [redacted]. If we are not provided with the opportunity to diagnose the dishwasher, we are unable to move forward. If Ms. [redacted] would like to move forward, she can email me at Adam.[redacted]@searshc.com. Ms. [redacted] notes in her complaint that she would like a refund. We feel it is important to refer Ms. [redacted] to her sales check, provided as a courtesy, which notes that she had 30 days in which to request a refund. The dishwasher was purchased January 4, 2013; therefore a refund is not an option. Since we have provided our stance as it relates to Ms. [redacted] complaint, we ask that this complaint be closed pending further contact. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding her washer. We found that Mr. [redacted] had been authorized for a replacement under the terms and conditions of the MPA. The authorization was used on June 13, 2017. Since Mr. [redacted] washer was replaced we have closed this complaint. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: Simply my terms were not met. Ms. [redacted] was rude, snide, and hostile......... until she caught herself mid-sentence. Though she was dead silent when I discussed losing over $500.00 worth of food. She was all business... it was about placating me and sweeping this matter under the rug.... Which is something Customer Solution dept of Sears also tried to do. She stated she was trying to fix things. You cannot fix being without a proper running refrigerator from May to August. The fact that this corporation refuses to cut a check for anyone whom they leave in the lurch with their broken down appliance... and complete lack of respect and customer service is appalling.We paid $500.00 for a warranty...and all Ms [redacted] did today after months of turmoil was do what should have been down months ago. No one has ever sincerely apologized... I simply listened to her state facts.You have 90 days to go pick another refrigerator, If it cost less than $3999.99 than you just lose that money, if it cost more then you must pay the difference and the tax.... Since the refrigerators are no longer new models.... It cost $2538.99...meaning we lost $1461.00 Add the $130.00 4.4cu fridge we had to purchase just survive... The tons of 20 pound bags of ice in an ice chest... And the massive food lost.What good I ask you does having her number do us? The only reason we are receiving anew refrigerator is because I had the presence of mind to contact the Revdex.com.
Sincerely,
[redacted]
September 16, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Gayana Y[redacted] L[redacted] * [redacted] Dear [redacted] We have completed our investigation of Ms. L[redacted] complaint regarding...
Sears Home Services. It is regrettable that we failed Ms. L[redacted] expectations when she recently contacted Sears Home Services to repair her tenant’s dishwasher. We value Ms. L[redacted] patronage and 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 apologize to Ms. L** and her tenant for any inconvenience we may have caused. Upon receiving Ms. L[redacted] complaint, we contacted the local office unit for assistance. Alice with unit [redacted] called Ms. L** to apologize and to see if she still needed to scheduled service. Ms. L** explained that she had another service provider repair the dishwasher. As a conciliatory gesture, Alice offered Ms. L** a $100.00 gift card as a goodwill gesture. Ms. L** accepted and she should receive it in the mail in the next two to three weeks. With that said, since we have documented Ms. L[redacted] concerns with the repair process and we have confirmed that she no longer requires service, we ask that this matter be closed. Again, we apologize to Ms. L** and her tenant and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding an oven purchased from Sears. The oven purchased by Ms. [redacted]...
arrived and was picked up by our installer and was delivered to her home. Upon further examination the oven did not fit the existing location and there would have been the need for cabinet work to be completed to make the oven fit. In the end Ms. [redacted] spoke with [redacted] sales associate from our [redacted] store and he processed a refund. That said, the refund in the amount of $2015.79 was processed back to Ms. [redacted] Typically a consumer can expect a credit to post to a credit card account within 3-5 days of processing. At this time, since we have noted our response to Ms. [redacted] complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2015/04/15) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
April 15, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the multiple repair attempts on his laundry center.
We have spoken to[redacted] in reference to his concerns and after reviewing his service history, we can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like[redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. Because we value [redacted] patronage, we have agreed to replace his laundry center under his Master Protection. We have authorized him $1,399.969 to use towards the replacement of his new laundry center and have both called[redacted] as well as sent an email with instructions as to how to exchange the unit. Because we are in the process of exchanging [redacted] laundry center, we respectfully request this complaint be closed.
We apologize to[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: They are not stating the fact accurately. They never contacted me they contacted my wife and harassed her and were quite rude to the point where she felt very uncomfortable. They did no follow up other than harass my wife and demand documentation, which I have, on everything but they failed to contact me at the number my wife provided them. I have been buying things for 45 years and this is the worst example of poor service and misrepresentation that I have ever seen. I was told by the technician I would receive a full refund due to the hassle of 4 service calls to try and fix one item which wasnt resolved. I didn't want to schedule a 5th appointment since they were unable to fix it so their response it ridiculous. I am considering contacting the local news station that loves to help people like me who are victims of a large and aggressive company. I have all the information to back up my claims. They should be embarrassed by their response look at the [redacted] situation. Sometimes you can't just victimize the little guy. I repeat my assertion they did a terrible and insufficient job and are misrepresenting the facts and trying to bully us now. Thats not ok.
Sincerely,
[redacted]
Complaint: 12376446
I am rejecting this response because: It contains incorrect/unfactual information. It is a testament to the lack of care and concern shown by Sears to their paying customers. First: Sears’ official response did not even state the correct appliance being repaired. It may seem a trivial matter, but it shows their gross inattention to detail. How sincere can an apology be if the person apologizing does not even know what it is for which they are apologizing? My WASHER, for which I had prepaid the repairs to but was left inoperable by Sears for three months, was what this entire complaint was filed for. NOT my refrigerator. How can Sears state in their official response that they value my patronage if they don’t even know what my patronage is? Second: The repairs were not completed on the date stated in their official response (06 September 2017). On that date listed, the technician left my home with my washer STILL inoperable. I called Sears that very same day to inform them of this and they scheduled a return visit for 20 September 2017. It was on this new date that the technician discovered that the previous Sears technician (of 06 September) had not even connected the electrical components inside the washer before leaving my house. I am still in possession of the text messages and emails from Sears confirming that they did, if fact, return to my house on 20 September to complete the repairs to their previously incomplete/inadequate repairs. When Sears finally issues an accurate, factual response to THEIR debacle, I will accept the response.
Sincerely,Geoffrey P. [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. It is sad that this company has so little regard for customers that one finds oneself having to file such a complaint in order to receive service repairs that once upon a time were accepted as normal operating procedure from this company.
[redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
Contact Name and Title: [redacted]
June 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - # XXXXXXXX
Dear Ms. [redacted]
We have completed our investigation...
Ms. [redacted]' complaint regarding her dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted]' concerns to the District Service Manager for further review. On June 27, 2015, the technicians returned to Ms. [redacted]' home to install a new control board and filter assembly. Once the new parts were installed, the washer was tested and found to be operating properly. Additionally, our office has processed a request for laundry reimbursement in the amount of $75.00; Ms. [redacted] can expect to receive a check within the next two weeks. With that said, since we have repaired Ms. [redacted]' washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept due to getting my full refund of 491.99 on the date of 09-11-2015
September 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mrs. [redacted]’s rebuttal to the response we provided regarding her request for a refund for a power washer she purchased from Sears. We have reviewed both Sears.com’s response and Ms. [redacted]’s rebuttal, and we do not find that Ms. [redacted] has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund for her power washer. We are also unable to honor a request for a covered repair because, as previously stated, the failure she experienced each time could have been prevented by following the manufacturer’s instructions. There were no defects reported by the manufacturer, and none found during our service evaluation. It is also important to note that the manufacturer provided a 2 year warranty, which begins on the date of purchase regardless of when the consumer chooses to begin using the product. 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 Mrs. [redacted]’s case, we can only apologize that we failed her expectations. Sears has provided services appropriate to the terms of the manufacturer’s warranty for Mrs. [redacted]’s power washer, and our current decision remains aligned with that warranty. Since this decision is final, we have closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
January 9, 2018Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Monica C [redacted] Dear Ms[redacted]:This letter will acknowledge receipt of the above referenced customer’s follow up complaint, which was referred to our office for...
response.This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905imx integrated member experience
[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 repairs to her garage door opener. [redacted],...
Sears Installation Solutions Customer Advocate provided the following response: Our records indicate that repairs to Ms. [redacted] garage door opener have been completed. We apologize to Ms. [redacted] for the inconvenience noted in her complaint. If Ms. [redacted] has any additional concerns, she can contact me at [redacted] Since we have noted the completion of Ms. [redacted] repairs, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
October 13, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to...
return/exchange his purchase 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. The copy of the receipt that Mr. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details. With that being said, the Sears 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...” We researched and discovered that Mr. [redacted] purchased the $3.99 cell phone holder on March 16, 2016 on salescheck number [redacted]; not 3 months ago as Mr. [redacted] mentioned in his complaint. Since Mr. [redacted] purchased the Craftsman cell phone holder on March 16, 2016, and then attempted to exchange it on September 24, 2016, he was clearly over the 30-day “hassle-free” return/exchange period. We would also like to clarify, that most Craftsman products do have warranty period; however this particular product does not have a manufacturer’s warranty.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. [redacted] when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] [redacted]
there is NO extended warranty, I can see this is just canned text from the Revdex.com like every other business. My complaint is about a defective product and lousy customer service. Asking a major company to actually have customer service is not too much to ask.
Complaint: [redacted]
I am rejecting this response because: This issue has gone on for a month unresolved no contact from Sears/Kmart how much more time do they want??? until the 90 day warranty runs out?? This is the worse example of "customer service"
Sincerely,
[redacted]
February 2, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]– Peter S[redacted] Dear [redacted] We have completed the...
investigation of Mr. S[redacted] complaint regarding his refrigerator. According to our records, Mr. S[redacted] was provided with an exchange on January 27, 2018. Since this is the resolution Mr. S[redacted] was seeking, we respectfully ask that this matter be considered closed. We apologize to Mr. 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, Tammie S[redacted] Specialist, Regulatory Complaints Email: Tammie.S[redacted]
Complaint: [redacted]
I am rejecting this response because:This is an ongoing situation that needs to be stopped, I know it was a mistake for me to purchase at that store again after the previous incident but I thought that Kmart had taken my complaint seriously and act upon such a simple problem to resolve. Not only was the wrong food picked from the shelves but this time the food inside the bag was wet and had mildew growing on it. Please see attachments photos, taken at the pickup counter of the Kmart store in question. Again I wasted my time, gas and expectations of getting what I order and paid for. It is not for the money but I consider this repeated failure from Kmart to fulfill what is promised at time of purchase a disrespect to the customer. I am requesting another $15 gift card as a mean of apology and customer satisfaction for my previously explained wasted time and gas. I would not buy from This Kmart store again but a second apology for the same and even worst circumstance makes me feel like Kmart does not take me seriously as a customer and a person. It is not my problem that of management's incompetent ability to run a serious business.
Sincerely,
Jose E[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,
James K[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Katherine T [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and her dishwasher. As stated in our initial correspondence, Ms. [redacted] dishwasher was covered by the units one year parts and labor warranty which expired on January 10, 2014. The dishwasher is covered by a Sears Master Protection Agreement (MPA) which is scheduled to expire on January 7, 2018. We feel it is important to remind Ms. [redacted] that per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 closed service calls where functional parts have been replaced within a 12 month period. After reviewing the previous service calls, we find that the dishwasher does not meet the aforementioned criteria for replacement. Our stance on this issue remains unchanged. Sears dispatched a technician to Ms. [redacted] home on November 16, 2016 to diagnose her complaint that her dishwasher emitted a burning smell. Upon arrival at the home, Ms. [redacted] refused service. Later in the day, Ms. [redacted] contacted Sears and was transferred to our Protection Agreement Business Administration Office and spoke with Ms. [redacted], who reiterated the terms and conditions of the MPA regarding replacement. Sears Home Services will not be replacing the dishwasher as it does not qualify for replacement as previously stated. At this time, we find ourselves at an impasse with Ms. [redacted]. If we are not provided with the opportunity to diagnose the dishwasher, we are unable to move forward. If Ms. [redacted] would like to move forward, she can email me at Adam.[redacted]@searshc.com. Ms. [redacted] notes in her complaint that she would like a refund. We feel it is important to refer Ms. [redacted] to her sales check, provided as a courtesy, which notes that she had 30 days in which to request a refund. The dishwasher was purchased January 4, 2013; therefore a refund is not an option. Since we have provided our stance as it relates to Ms. [redacted] complaint, we ask that this complaint be closed pending further contact. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com