(The consumer indicated he/she ACCEPTED the response from the business.)
refunds have been given in the exact amount there by satisfying my refund issues. However, Sears and its affiliates provide awful customer service and charge you for items they know are not available, then delay delivery! that is just awful. other online stores will tell you that the item is presently out of stock. I will never shop at sears again!
Thank you Revdex.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the installation of a range at a rental property. Ms....
[redacted] was advised that due to the electrical wiring at the rental property not being up to code, our contractor was unable to install the range. Sears contractor is not an electrician and was contracted by Sears to install the oven, not to make electrical changes or coded upgrades. We have informed Ms. [redacted] that it would be best for her to have an electrician out to the property to address the aforementioned concerns. We have offered to reimburse Ms. [redacted] the charges to have the oven installed, an offer Ms. [redacted] has declined and she has stated that she will be filing suit against Sears. Ms. [redacted] was provided with the contact information for our corporate office. Since Ms. [redacted] is counsel and will be moving forward by filing suit against Sears, 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]
August 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] K. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding the charge for a recent service...
call to his dryer. At the time Mr. [redacted] scheduled his appointment, he was read the following script: “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair. If you choose not to have your <product> repaired, you will be charged a fee of $99.00.” Mr. [redacted] advised the technician that he would repair the dryer himself and declined to proceed with the repair; therefore, he was charged the aforementioned trip charge. Mr. [redacted] is requesting a refund of his diagnostic fee, but he has not provided any proof that the technician misdiagnosed his dryer. In Mr. [redacted]’s complaint he states that the technician advised him that he needed an electronic control switch. He further states that he purchased the switch and installed it; completing the repair. This does not seem to indicate a misdiagnosis. If Mr. [redacted] would like us to make an exception and consider issuing a refund for the trip charge, he will need to provide documentation corroborating his claim of a misdiagnosis. Mr. [redacted] can send the requested information to [redacted]@searshc.com or send it via fax to [redacted]. In the interim, since a fair resolution has been proposed, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 21, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] rebuttal to the response we provided. Ms. [redacted] is speculating as to how long it may or may not have taken to repair the water heater but the fact remains she never gave us the opportunity to do so. The tank was not cracked and it did not qualify for replacement. She chose to make a decision to replace the water heater so that she did not have to worry about a repair, and while that was certainly her prerogative it does not mean she is entitled to receive reimbursement for the new water heater she decided to buy instead of calling us for any repair that may or may not have been covered under warranty. We understand her husband was in an accident but that does not change the terms of her warranty. Since we still find that Ms. [redacted] was not entitled to a replacement water heater and as such, would not be entitled to receive reimbursement for the new water heater she decided to purchase, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaints SpecialistDirect Line: [redacted]Email: [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,
Mamie [redacted]
February 27, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Martin J. P[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. P[redacted] complaint regarding his dissatisfaction with the...
failure of his refrigerator and a back order on the part needed to complete a repair. It is Sears' goal to provide quality merchandise and services, and we are always concerned when something does not meet our customers' expectations. The reality exists that no matter how high the quality of the items we sell, the potential for failure exists for any product. Manufacturers understand how frustrating this can be to a consumer and typically cover the cost of any repairs that become necessary within the first year. However, they offer replacement only in the instance that an item cannot be repaired and do not offer any options while waiting for a repair. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. Although Mr. P[redacted] did not purchase a Sears Protection Agreement, it appears that the manufacturer does offer coverage for a few specific repairs beyond the first year of ownership. With this having been said, our records indicate that Executive Member Services Representative Nancy R[redacted] contacted Mr. P[redacted] upon our receipt of this complaint and is currently working toward a resolution. Mr. P[redacted] is welcome to contact Ms. R[redacted] at [redacted], at any time during this process. We regret any inconvenience Mr. P[redacted] may have experienced and can assure him that we are committed to providing a fair and equitable resolution. 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]
Complaint: [redacted]
I am rejecting this response because: It is misleading advertisement. The fact that they want to credit my account with POINTS for HALF of the cost I ended up having to pay is not acceptable. Also, why is it half, because I used points I had in my account to pay for a portion of the purchase?? That makes no sense at all. I fully reject this offer of points and would like to be REFUNDED the amount I have paid to my CC for the installation. The reciept number is [redacted] - and the extra amount paid via CC was $63.91
Sincerely,
[redacted]
Revdex.comUnfortunately, we cannot accept this response because from day one we have use the correct laundry detergent, which was recommended to us at the time we purchased the washer. Furthermore,, we changed to liquid detergent when we advised by the technician. We also use the once a month cleaner for the wash. As a result of all this not working for us we now use less than the recommended amount of liquid detergent. On the last visit by Kim (tech and repair person) he actually ran a load of clothes without detergent and when the wash was finished the clothes came out with the white residue we have been complaining about all along. When we brought it up to his attention he advised us to wash again with detergent. As far as their claim that we overload the washer; that is not true. We do not overload the washer, we are very careful and try to even out everything. All we want is to be able to use our washer again, not to have to wear clothes with white residue which we find disgusting. While is true the technician pointed out to us that there was soap build up but that is exactly the problem no matter what soap we use even if we use none the clothes come out with the reside. We strongly believe that our washer does not work correctlyand sears should allow us to return it. All sears has done is bounce the problem back to us and fault us about using the wrong detergent and overloading the machine, which we have not done.Our washer is a lemon, I wish I could just bring it over to the cross county store where we bought and just leave it there for them because it does no good to keep it home. I hope you can sense our frustration. I just cannot understand why they donot accept responsibility. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
George [redacted]
July 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– Justin [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. We have reviewed both our response and Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. The fact remains that his original purchase was made on October 28, 2008. The manufacturer’s warranty for Mr. [redacted] current unit states: “for six years from the date of purchase, if this water heater is installed and operated in a single family home in accordance the owner’s manual instructions and all local applicable plumbing codes, Sears will: supply a free water heater for one that develops a leak.” Notice the statement says “for six years from the date of purchase.” Mr. [redacted] did not purchase his current unit or the one he had before; it was given to him as fulfillment of the warranty for his original model. His original purchase was made in 2008 and for six years after that date, if the water heater in his home should fail, he would be provided with a replacement. That was done twice as we mentioned before, but now the warranty period has expired since his purchase was made over 6 years ago. Accordingly, Mr. [redacted] is not entitled to replacements in perpetuity under the manufacturer’s warranty and any repair or replacement costs would now be his responsibility. Again, we are willing to discount the purchase of a new water heater from Sears by 10% off of the lowest price as a courtesy. This would apply in addition to any current sale prices, but not to close out, clearance, previously used, floor model or outlet merchandise and is only valid for 10 days from the date of this letter; after that, it will be null and void. 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 Mr. [redacted] case, we do apologize that we failed his expectations, but our response is in accordance with the terms of his manufacturer’s warranty and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@searshc.com.
December 14, 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 the delivery of a washer purchased from...
Sears. It is unfortunate that we failed Ms[redacted] expectations when issues with our delivery contractor arose during the installation of her newly purchased washer. We value Ms[redacted] patronage, but can understand how the series of events noted in her and subsequent emails have caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns were forwarded to the management team of our delivery contractor for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of quality service that Sears has built our reputation upon, but we would understand if this is not possible. Ms. [redacted] from our delivery department spoke with the manager of the delivery contractor who informed our office that there were no issues during the service provided on December 14, 2016. That said Ms. [redacted] has informed myself and Ms. [redacted] that the washer has been installed and tested to her satisfaction. Ms. [redacted] has my contact info and can reach out if needed. We have provided Ms. [redacted] with a $200.00 sales adjustment as requested in her complaint. At this time, since we have been advised that the issues have been addressed and resolved to Ms[redacted] satisfaction, we respectfully request that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation
[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 recent order from one...
of our 3rd party vendors online.
We have received Ms. [redacted] complaint and apologize that the order she placed online was not received in full. Per our records, Ms. [redacted] was refunded on July 20, 2016 for her entire order. That being said, because we have provided Ms. [redacted] with her requested resolution, we respectfully request 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.
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. However, the Tech did come out and work on my washer and I was told that the water leaking was from a bad seal, but unfortunantely, it is still leaking into the pan that it sits in. So no it isn't fixed as indicated.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his washer. Sears Home Services records...
indicate that repairs to [redacted] washer were completed during a service call that was completed on July 22, 2016. During the service call the technician indicated that he repaired a drain pump hose. After the hose was reinstalled the washer was tested and was found to be operating as designed. Regarding the damage to the home, [redacted] is aware that Sears has referred his damage claim to our third party claims examiner. Once it was called in to [redacted] the claim was given a claim number of [redacted]. The claim has been assigned to [redacted] who can be reached at [redacted] or via email at [redacted] For clarification, [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. If [redacted] has any further questions in regards to his claim, she would need to contact his case worker at [redacted]. Although we empathize with [redacted] frustrations, we are not in a position to offer him any assistance. That said we ask that 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] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. P[redacted] complaint regarding a referral she says she received from...
Sears for a company to clean her mother’s dryer duct. We are not familiar with any referral list that we would have for suggesting duct cleaning services for dryers; other than Sears Duct Cleaning which is a licensed business operated by owner/franchises in some areas. We do see where we had a technician out to Ms. S[redacted]’s home in March and he or she noted that the venting was unsatisfactory; which is usually due to some sort of clog. We also see the Ms. S[redacted] has not only protection agreements on her appliances, but she has a systems warranty through a Sears Home Warranty contract that is underwritten by [redacted]. We do not know though whether the recommendation in question came from her Home Warranty under her systems warranty, or if she means the technician that serviced her dryer recommended a duct cleaning company. If a co-pay was paid for the service, then that would mean that [redacted] contracted a company that they use for that type of service in Ms. S[redacted]’s area. [redacted] requires that a company be licensed for the services provided. If the service was part of the systems warranty, then we need Ms. P[redacted]to clarify what resolution she is seeking. Is she wanting a different provider to come out without another co-pay, or is she just wanting to pass on feedback regarding the provider that did come out? If Ms. P[redacted] could clarify this for us, we would be happy to reach out to [redacted] for more information if they are in fact involved in her complaint. Ms. P[redacted] can provide this information to me via email at [redacted]searshc.com or via phone at [redacted] In the interim, since we are willing to assist Ms. P[redacted] or Ms. S[redacted], but we are not quite sure who recommended the service or what resolution they are seeking, we have closed our file pending more information. We apologize to Ms. P[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] Team Manager, Regulatory Complaints Direct Line: [redacted]searshc.com
July 19, 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 the problem she encountered when she attempted to...
exchange the [redacted] Play Pen after the 30-day return period.
It is unfortunate that we failed Ms. [redacted] expectations when she recently requested to exchange the playpen. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
As clarification, Sears does have a 30-day Satisfaction Guarantee on most items. The return policy is posted on registers, online, or a customer can ask an associate for details. Since Ms. [redacted] purchased the playpen on May 30, 2016 and attempted to exchange the item on July 9, 2016, she was clearly over the 30 day exchange period. We contacted Ms. [redacted] and she stated that she was requesting an exchange because the playpen was defective. She also mentioned that since we had not exchange it, then she sold it for a lesser value. Store Manager [redacted] contacted Ms. [redacted] to discuss her store experience. He apologized for any inconvenience this may have caused her and offered her $25 worth of Shop Your Way Reward points. Ms. [redacted] accepted the offer and the points were added to her account. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
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. Hopefully my washer is finally fixed and I never have to deal with your company again because unfortunately it was a very poor customer service experience.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Francis [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal regarding Sears Home Services. We feel it is important to note that, as we noted in our initial correspondence, our technician arrived at the home and found the refrigerator to be operating as designed. The technician was at the home for close to 45 minutes and no fault was found. We feel it is pertinent to remind Ms. [redacted] that it is difficult to diagnose an intermittent problem. Within her rebuttal, Ms. [redacted] notes that if Sears Home Services cannot diagnose and fix the problem, they need to replace the unit per her service contract. We would like to clarify that the refrigerator in question is covered by a Sears Repair Protection Agreement (RPA) and per the terms and conditions of the agreement; a covered item is eligible for replacement when it has been deemed unable to be repaired. That said, Sears Home Services will continue to service the refrigerator per the terms of the RPA. We will provide an additional update after the scheduled service call for September 29, 2016. 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
September 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94565416- Donna [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her patio furniture.
We have spoken with Numark, the...
vendor who manufactures the furniture Ms. [redacted] purchased. They have sent two chairs to Ms. [redacted] and they should arrive shortly. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie[redacted]@searshc.com
March 05, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] – Danyle H[redacted]Dear Ms. [redacted]: We have completed the investigation of Ms. H[redacted] rebuttal to the response we provided regarding her refrigerator repair. We have reviewed Ms. H[redacted] response and apologize she remained unsatisfied. She was contacted by her Executive Member Support (EMS) case manager in reference to her continued concerns, and her case manager offered to process a buyout of her Master Protection Agreement (MPA). She accepted that offer and our business partners at the Protection Agreement Business Administration (PABA) have mailed Ms. H[redacted] paperwork that she needs to sign and send back. Once received by our business partners, a check will be sent to Ms. H[redacted] that she should receive in about 2-3 weeks. If Ms. H[redacted] has any questions, she can contact her EMS case manager, Nia R[redacted] at [redacted] or via email at Nia.R[redacted]. In the interim, since Ms. H[redacted] is in the process of receiving a buyout check, and this is being monitored by her EMS case manager, we have closed our file. Again, we apologize to Ms. H[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Robert Z[redacted]REGULATORY SPECIALIST, Regulatory ComplaintsIMX integrated member experience Tell us why here...
(The consumer indicated he/she ACCEPTED the response from the business.)
A Sears representative called us and offered to hear our complaint and resolve it with us. However, we had already been contacted by LG Appliances with an offer to replace the refrigerator or refund our purchase price. We opted to take the refund and have received a check from LG. We are satisfied with the resolution of this case and are very grateful to Revdex.com for helping us. Sears and LG both responded appropriately.
(The consumer indicated he/she ACCEPTED the response from the business.)
refunds have been given in the exact amount there by satisfying my refund issues. However, Sears and its affiliates provide awful customer service and charge you for items they know are not available, then delay delivery! that is just awful. other online stores will tell you that the item is presently out of stock. I will never shop at sears again!
Thank you Revdex.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the installation of a range at a rental property. Ms....
[redacted] was advised that due to the electrical wiring at the rental property not being up to code, our contractor was unable to install the range. Sears contractor is not an electrician and was contracted by Sears to install the oven, not to make electrical changes or coded upgrades. We have informed Ms. [redacted] that it would be best for her to have an electrician out to the property to address the aforementioned concerns. We have offered to reimburse Ms. [redacted] the charges to have the oven installed, an offer Ms. [redacted] has declined and she has stated that she will be filing suit against Sears. Ms. [redacted] was provided with the contact information for our corporate office. Since Ms. [redacted] is counsel and will be moving forward by filing suit against Sears, 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]
August 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] K. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding the charge for a recent service...
call to his dryer. At the time Mr. [redacted] scheduled his appointment, he was read the following script: “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair. If you choose not to have your <product> repaired, you will be charged a fee of $99.00.” Mr. [redacted] advised the technician that he would repair the dryer himself and declined to proceed with the repair; therefore, he was charged the aforementioned trip charge. Mr. [redacted] is requesting a refund of his diagnostic fee, but he has not provided any proof that the technician misdiagnosed his dryer. In Mr. [redacted]’s complaint he states that the technician advised him that he needed an electronic control switch. He further states that he purchased the switch and installed it; completing the repair. This does not seem to indicate a misdiagnosis. If Mr. [redacted] would like us to make an exception and consider issuing a refund for the trip charge, he will need to provide documentation corroborating his claim of a misdiagnosis. Mr. [redacted] can send the requested information to [redacted]@searshc.com or send it via fax to [redacted]. In the interim, since a fair resolution has been proposed, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 21, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] rebuttal to the response we provided. Ms. [redacted] is speculating as to how long it may or may not have taken to repair the water heater but the fact remains she never gave us the opportunity to do so. The tank was not cracked and it did not qualify for replacement. She chose to make a decision to replace the water heater so that she did not have to worry about a repair, and while that was certainly her prerogative it does not mean she is entitled to receive reimbursement for the new water heater she decided to buy instead of calling us for any repair that may or may not have been covered under warranty. We understand her husband was in an accident but that does not change the terms of her warranty. Since we still find that Ms. [redacted] was not entitled to a replacement water heater and as such, would not be entitled to receive reimbursement for the new water heater she decided to purchase, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaints SpecialistDirect Line: [redacted]Email: [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,
Mamie [redacted]
February 27, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Martin J. P[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. P[redacted] complaint regarding his dissatisfaction with the...
failure of his refrigerator and a back order on the part needed to complete a repair. It is Sears' goal to provide quality merchandise and services, and we are always concerned when something does not meet our customers' expectations. The reality exists that no matter how high the quality of the items we sell, the potential for failure exists for any product. Manufacturers understand how frustrating this can be to a consumer and typically cover the cost of any repairs that become necessary within the first year. However, they offer replacement only in the instance that an item cannot be repaired and do not offer any options while waiting for a repair. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. Although Mr. P[redacted] did not purchase a Sears Protection Agreement, it appears that the manufacturer does offer coverage for a few specific repairs beyond the first year of ownership. With this having been said, our records indicate that Executive Member Services Representative Nancy R[redacted] contacted Mr. P[redacted] upon our receipt of this complaint and is currently working toward a resolution. Mr. P[redacted] is welcome to contact Ms. R[redacted] at [redacted], at any time during this process. We regret any inconvenience Mr. P[redacted] may have experienced and can assure him that we are committed to providing a fair and equitable resolution. 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]
Complaint: [redacted]
I am rejecting this response because: It is misleading advertisement. The fact that they want to credit my account with POINTS for HALF of the cost I ended up having to pay is not acceptable. Also, why is it half, because I used points I had in my account to pay for a portion of the purchase?? That makes no sense at all. I fully reject this offer of points and would like to be REFUNDED the amount I have paid to my CC for the installation. The reciept number is [redacted] - and the extra amount paid via CC was $63.91
Sincerely,
[redacted]
Revdex.comUnfortunately, we cannot accept this response because from day one we have use the correct laundry detergent, which was recommended to us at the time we purchased the washer. Furthermore,, we changed to liquid detergent when we advised by the technician. We also use the once a month cleaner for the wash. As a result of all this not working for us we now use less than the recommended amount of liquid detergent. On the last visit by Kim (tech and repair person) he actually ran a load of clothes without detergent and when the wash was finished the clothes came out with the white residue we have been complaining about all along. When we brought it up to his attention he advised us to wash again with detergent. As far as their claim that we overload the washer; that is not true. We do not overload the washer, we are very careful and try to even out everything. All we want is to be able to use our washer again, not to have to wear clothes with white residue which we find disgusting. While is true the technician pointed out to us that there was soap build up but that is exactly the problem no matter what soap we use even if we use none the clothes come out with the reside. We strongly believe that our washer does not work correctlyand sears should allow us to return it. All sears has done is bounce the problem back to us and fault us about using the wrong detergent and overloading the machine, which we have not done.Our washer is a lemon, I wish I could just bring it over to the cross county store where we bought and just leave it there for them because it does no good to keep it home. I hope you can sense our frustration. I just cannot understand why they donot accept responsibility. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
George [redacted]
July 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– Justin [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. We have reviewed both our response and Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. The fact remains that his original purchase was made on October 28, 2008. The manufacturer’s warranty for Mr. [redacted] current unit states: “for six years from the date of purchase, if this water heater is installed and operated in a single family home in accordance the owner’s manual instructions and all local applicable plumbing codes, Sears will: supply a free water heater for one that develops a leak.” Notice the statement says “for six years from the date of purchase.” Mr. [redacted] did not purchase his current unit or the one he had before; it was given to him as fulfillment of the warranty for his original model. His original purchase was made in 2008 and for six years after that date, if the water heater in his home should fail, he would be provided with a replacement. That was done twice as we mentioned before, but now the warranty period has expired since his purchase was made over 6 years ago. Accordingly, Mr. [redacted] is not entitled to replacements in perpetuity under the manufacturer’s warranty and any repair or replacement costs would now be his responsibility. Again, we are willing to discount the purchase of a new water heater from Sears by 10% off of the lowest price as a courtesy. This would apply in addition to any current sale prices, but not to close out, clearance, previously used, floor model or outlet merchandise and is only valid for 10 days from the date of this letter; after that, it will be null and void. 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 Mr. [redacted] case, we do apologize that we failed his expectations, but our response is in accordance with the terms of his manufacturer’s warranty and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@searshc.com.
December 14, 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 the delivery of a washer purchased from...
Sears. It is unfortunate that we failed Ms[redacted] expectations when issues with our delivery contractor arose during the installation of her newly purchased washer. We value Ms[redacted] patronage, but can understand how the series of events noted in her and subsequent emails have caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns were forwarded to the management team of our delivery contractor for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of quality service that Sears has built our reputation upon, but we would understand if this is not possible. Ms. [redacted] from our delivery department spoke with the manager of the delivery contractor who informed our office that there were no issues during the service provided on December 14, 2016. That said Ms. [redacted] has informed myself and Ms. [redacted] that the washer has been installed and tested to her satisfaction. Ms. [redacted] has my contact info and can reach out if needed. We have provided Ms. [redacted] with a $200.00 sales adjustment as requested in her complaint. At this time, since we have been advised that the issues have been addressed and resolved to Ms[redacted] satisfaction, we respectfully request that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation
August 1, 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 recent order from one...
of our 3rd party vendors online.
We have received Ms. [redacted] complaint and apologize that the order she placed online was not received in full. Per our records, Ms. [redacted] was refunded on July 20, 2016 for her entire order. That being said, because we have provided Ms. [redacted] with her requested resolution, we respectfully request 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 Complaints Specialist
[redacted]
[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. However, the Tech did come out and work on my washer and I was told that the water leaking was from a bad seal, but unfortunantely, it is still leaking into the pan that it sits in. So no it isn't fixed as indicated.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his washer. Sears Home Services records...
indicate that repairs to [redacted] washer were completed during a service call that was completed on July 22, 2016. During the service call the technician indicated that he repaired a drain pump hose. After the hose was reinstalled the washer was tested and was found to be operating as designed. Regarding the damage to the home, [redacted] is aware that Sears has referred his damage claim to our third party claims examiner. Once it was called in to [redacted] the claim was given a claim number of [redacted]. The claim has been assigned to [redacted] who can be reached at [redacted] or via email at [redacted] For clarification, [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. If [redacted] has any further questions in regards to his claim, she would need to contact his case worker at [redacted]. Although we empathize with [redacted] frustrations, we are not in a position to offer him any assistance. That said we ask that 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] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. P[redacted] complaint regarding a referral she says she received from...
Sears for a company to clean her mother’s dryer duct. We are not familiar with any referral list that we would have for suggesting duct cleaning services for dryers; other than Sears Duct Cleaning which is a licensed business operated by owner/franchises in some areas. We do see where we had a technician out to Ms. S[redacted]’s home in March and he or she noted that the venting was unsatisfactory; which is usually due to some sort of clog. We also see the Ms. S[redacted] has not only protection agreements on her appliances, but she has a systems warranty through a Sears Home Warranty contract that is underwritten by [redacted]. We do not know though whether the recommendation in question came from her Home Warranty under her systems warranty, or if she means the technician that serviced her dryer recommended a duct cleaning company. If a co-pay was paid for the service, then that would mean that [redacted] contracted a company that they use for that type of service in Ms. S[redacted]’s area. [redacted] requires that a company be licensed for the services provided. If the service was part of the systems warranty, then we need Ms. P[redacted]to clarify what resolution she is seeking. Is she wanting a different provider to come out without another co-pay, or is she just wanting to pass on feedback regarding the provider that did come out? If Ms. P[redacted] could clarify this for us, we would be happy to reach out to [redacted] for more information if they are in fact involved in her complaint. Ms. P[redacted] can provide this information to me via email at [redacted]searshc.com or via phone at [redacted] In the interim, since we are willing to assist Ms. P[redacted] or Ms. S[redacted], but we are not quite sure who recommended the service or what resolution they are seeking, we have closed our file pending more information. We apologize to Ms. P[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] Team Manager, Regulatory Complaints Direct Line: [redacted]searshc.com
July 19, 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 the problem she encountered when she attempted to...
exchange the [redacted] Play Pen after the 30-day return period.
It is unfortunate that we failed Ms. [redacted] expectations when she recently requested to exchange the playpen. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
As clarification, Sears does have a 30-day Satisfaction Guarantee on most items. The return policy is posted on registers, online, or a customer can ask an associate for details. Since Ms. [redacted] purchased the playpen on May 30, 2016 and attempted to exchange the item on July 9, 2016, she was clearly over the 30 day exchange period. We contacted Ms. [redacted] and she stated that she was requesting an exchange because the playpen was defective. She also mentioned that since we had not exchange it, then she sold it for a lesser value. Store Manager [redacted] contacted Ms. [redacted] to discuss her store experience. He apologized for any inconvenience this may have caused her and offered her $25 worth of Shop Your Way Reward points. Ms. [redacted] accepted the offer and the points were added to her account. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
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. Hopefully my washer is finally fixed and I never have to deal with your company again because unfortunately it was a very poor customer service experience.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Francis [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal regarding Sears Home Services. We feel it is important to note that, as we noted in our initial correspondence, our technician arrived at the home and found the refrigerator to be operating as designed. The technician was at the home for close to 45 minutes and no fault was found. We feel it is pertinent to remind Ms. [redacted] that it is difficult to diagnose an intermittent problem. Within her rebuttal, Ms. [redacted] notes that if Sears Home Services cannot diagnose and fix the problem, they need to replace the unit per her service contract. We would like to clarify that the refrigerator in question is covered by a Sears Repair Protection Agreement (RPA) and per the terms and conditions of the agreement; a covered item is eligible for replacement when it has been deemed unable to be repaired. That said, Sears Home Services will continue to service the refrigerator per the terms of the RPA. We will provide an additional update after the scheduled service call for September 29, 2016. 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
September 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94565416- Donna [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her patio furniture.
We have spoken with Numark, the...
vendor who manufactures the furniture Ms. [redacted] purchased. They have sent two chairs to Ms. [redacted] and they should arrive shortly. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie[redacted]@searshc.com
March 05, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] – Danyle H[redacted]Dear Ms. [redacted]: We have completed the investigation of Ms. H[redacted] rebuttal to the response we provided regarding her refrigerator repair. We have reviewed Ms. H[redacted] response and apologize she remained unsatisfied. She was contacted by her Executive Member Support (EMS) case manager in reference to her continued concerns, and her case manager offered to process a buyout of her Master Protection Agreement (MPA). She accepted that offer and our business partners at the Protection Agreement Business Administration (PABA) have mailed Ms. H[redacted] paperwork that she needs to sign and send back. Once received by our business partners, a check will be sent to Ms. H[redacted] that she should receive in about 2-3 weeks. If Ms. H[redacted] has any questions, she can contact her EMS case manager, Nia R[redacted] at [redacted] or via email at Nia.R[redacted]. In the interim, since Ms. H[redacted] is in the process of receiving a buyout check, and this is being monitored by her EMS case manager, we have closed our file. Again, we apologize to Ms. H[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Robert Z[redacted]REGULATORY SPECIALIST, Regulatory ComplaintsIMX integrated member experience Tell us why here...
(The consumer indicated he/she ACCEPTED the response from the business.)
A Sears representative called us and offered to hear our complaint and resolve it with us. However, we had already been contacted by LG Appliances with an offer to replace the refrigerator or refund our purchase price. We opted to take the refund and have received a check from LG. We are satisfied with the resolution of this case and are very grateful to Revdex.com for helping us. Sears and LG both responded appropriately.