June 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services. First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to his recent dishwasher service. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we reviewed the notes in the service order. The technician advised Mrs. [redacted] that there is a plumbing issue with the dishwasher; the unit needs a new hose. A review of the monetary screen shows that the technician used a job code for replacing a hose rather than just charging Mrs. [redacted] for the diagnosis. However, Mrs. [redacted] was not charged for a new hose, just the labor. With that said, since the [redacted]s’ dishwasher is out-of-warranty, they are responsible for the minimum trip charge of $59.00, as they were provided with a diagnosis. Accordingly, we have processed a refund request for $76.20; the difference between the $135.20 charge and the $59.00 diagnostic fee. The [redacted]s should receive a check in approximately the next two weeks. In summary, since we have processed the aforementioned refund and noted Mr. [redacted] concerns, we ask that this matter be closed. Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 5, 2015/10/21) */
[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 A&E Factory...
Service and repairs to her washer.
[redacted], A&E Factory Service, Support Specialist provided the following response:
It is unfortunate that we failed Ms. [redacted] expectations when she called A&E Factory Service for service on her washer. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in A&E Factory Service. We can assure Ms.[redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms.[redacted] will allow us another opportunity in the future to provide her with the type of customer service that A&E Factory Service has built our reputation upon, but we would understand if this is not possible. I spoke with Ms.[redacted] after the technician completed the repairs to her washer and was informed that the washer was working as expected. If I can be of any additional assistance to Ms.[redacted], she can contact Gene Longden at 315/708-7537. Since we have been informed that the repairs to Ms. [redacted] washer have been repaired to her satisfaction, 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 Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted], called me and listen to everything I complained about and agreed with me how awful the customer service line that I called was. Lets hope this helps with getting them some training or if they can not help in the future to send me to proper people then can. [redacted] has given me her number and if in the future I have issues I will call her.
Contact Name and Title: MELISSA [redacted]
October 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Robin [redacted] - # 94574447
Dear Ms. [redacted]:
We have completed our investigation Ms. [redacted] rebuttal to our previous response.
The authorization of $999.99 is simply a credit towards a new refrigerator from Sears and any unused amount is not able to be provided to Ms. [redacted]. Therefore, we suggest that Ms. [redacted] utilize the full value of the credit towards the purchase of a new refrigerator from Sears. As clarification, there is no provision in Ms. [redacted] Master Protection Agreement (MPA) that provides for a refund of unused authorized funds. Furthermore, Ms. [redacted] was already sent a check for $250.00 food loss on October 3, 2015, which is the maximum amount she is permitted in a 12 month period. Since we have documented Ms. [redacted]s additional concerns and explained why we are unable to honor her request, we ask that this matter remain closed.
Again, we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Patricia [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s rebuttal regarding her dissatisfaction that her washer failed sooner than she expected.
We have received Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for compensation. The fact remains that Ms. [redacted]’s washer was not covered under any type of protection agreement and therefore is not entitled to receive any monies for repair or a refund. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted]’s case we do apologize that she is dissatisfied with her washer but we will not be refunding her for her washer that is out of warranty and our decision is final.
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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] charged $13.82, postage was not prepaid. Though satisfied 90%Package is already shipped on 25th January as per instruction and label.Shipping cost $13.62Since I never got the answer for return the merchandise, my credit card charged me $215.70 which includes late fee.I hope I get reimbursed for those cash I spent which includes $215.70 and $13.62
September 27, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] Jean Gilroy-O[redacted]
Dear [redacted]
We have completed the investigation of Ms. O[redacted]’s rebuttal to our response regarding her dissatisfaction with performance of her washer and the multiple repair attempts to resolve the oversudsing issue.
We have Ms. O[redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. As previously stated, we reviewed the service history on the dishwasher and on May 16, 2017 and again on June 20, 2017 our technicians assessed the dishwasher and were unable to duplicate the oversudsing issue. We would like to note that the manufacturer’s warranty on the dishwasher expired on July 3, 2017 and Ms. O[redacted] did not purchase an extended warranty for her dishwasher. However, on July 24, 2017 and September 11, 2017 Ms. O[redacted] requested service again on her dishwasher. For customer satisfaction, we provided service at no charge to Ms. O[redacted]. On September 18, 2017 our senior technician ran a cycle on the dishwasher and reported again that he was unable to duplicate the oversudsing issue; there is no functional problem with the dishwasher. Ms. O[redacted] reported that the dishwasher continues to leak suds.
While we understand that Ms. O[redacted] was dissatisfied with the technician’s findings, the fact remains that the dishwasher is leaking due to the oversudsing. Oversudsing can be caused by various reasons such as using the wrong or too much detergent, too much rinse aid dispensed during cycle, or soap build up in dishwasher. We recommend setting the rinse aid dispenser on the lowest setting, or not to add additional rinse aid since most dishwashing tablets have rinse aid already in them. Ms. O[redacted] may have to thoroughly clean out the dishwasher several times using Lemi-Shine or other cleaning methods which are suggested online.
As far as Ms. O[redacted]’s request for an exchange is concerned, we did not find that this was warranted, particularly since our technicians are unable to duplicate the oversudsing issue. Ms. O[redacted] mentioned in her complaint that she requested an extension on the warranty, but was denied. As a goodwill gesture, we contacted Ms. O[redacted] and offered to add a one year protection agreement on the dishwasher; at no additional charge. We advised Ms. O[redacted] that this would cover parts and labor on the dishwasher, except for the oversudsing issue. Ms. O[redacted] declined the offer and she requested to return the unit for a refund. We denied her request and offered Ms. O[redacted] a 30% discount towards a new dishwasher from Sears; Ms. O[redacted] declined the offer. We feel that our offers are more than reasonable. If Ms. O[redacted] would like to accept one of our offers, she can contact me on or before October 5, 2017. As this decision is commensurate to the circumstances, we have closed our file.
We apologize to Ms. O[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Business Response /* (1000, 6, 2015/09/22) */
Contact Name and Title: [redacted]
September 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #XXXXXXXX - [redacted]
Dear Ms.[redacted]
We...
have completed the investigation of Mr. [redacted]'s complaint regarding his refrigerator repair.
We would note that after Mr. [redacted] filed his Revdex.com complaint, we did visit his home under his 90-day repair guarantee and at that time, we did replace a part. Specifically, we replaced the evaporator motor. When we sent Mr. [redacted]'s concerns to the local service unit for review, they did notice though that the technician that completed the second repair collected the difference in labor for the job to replace the evaporator motor versus what we collected for labor originally. Under our 90-day guarantee, the consumer is generally only responsible for the cost of any additional parts that are needed if the repair is related to the first service call; we would usually not charge any additional amount for labor even if a higher amount would normally have been charged for that particular repair. Accordingly, Mr. [redacted] was informed that we would refund him the $58.29 difference and he accepted this. He also indicated that the refrigerator was now operating properly when we offered to return to his home. At this time, the refund has been requested from our billing department and should complete processing in the next 3-5 business days; it will then subsequently post to Mr. [redacted]'s Visa account ending in[redacted] approximately 1-5 business days after that. The exact time for posting is dependent upon the card issuer's policies governing refunds. If he is not able to confirm that it posted by October 7, 2015, then he is welcome to contact me via email or phone. In the interim, since it was our understanding that this resolution met with Mr. [redacted]'s approval, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: [redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I accept their meager offer.
But considering that the first tech accomplished nothing, I should have received a complete refund for that first visit of $144.00.
I was charged another $145 on the second visit.
So it cost me nearly $300 for what should have been no more than $175.
The $58 is a drop in the bucket concerning them stepping up and doing the right thing.
No parts were replaced on the first visit. Only 15 minutes were spent in my house in which the tech merely used his port a vac to clean out the coils in the bottom of the fridge.
It did not fix the problem.
Their web site says there is a minimum charge of $95.
ON the phone, I was told that was a travel fee. It does not say that on their web site, just that there is a $95 minimum. They should state plainly that the fee is a travel fee. Shame on them for not doing that. I consider that a bait and switch scheme.
I will never buy a Sears product again. Their customer service is populated by incompetents. Clearly, their training methods are insufficient or the first tech would have fixed the problem.
February 22, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Michele G. S[redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. S[redacted]’ complaint regarding her dissatisfaction...
with our customer service and non-receipt of a dryer she purchased from sears.com. It is unfortunate that we failed Ms. S[redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. With this having been said, our records indicate that Ms. S[redacted] set her order up for delivery to her local Kmart Store. Unfortunately, a new order would have to be placed if she would like delivery to her home. Therefore, a full refund of $377.70 was issued to Ms. S[redacted] ending in [redacted] in 2 separate parts of $250.00 and $177.70 on February 12, 2018. Ms. S[redacted] may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. S[redacted] comments and an equitable resolution has been provided. 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]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding a service call on a range purchased from Sears. Since the range is no longer covered under warranty, as we noted in our initial correspondence, Mr. [redacted] is responsible for the charges to repair the range. If Mr. [redacted] is interested, he can purchase a Service Smart Agreement, a service contract we sell to consumers whose appliances are in need of service and are not covered by the manufacturer’s warranty. Mr. [redacted] can contact our service contracts office at [redacted] to inquire about purchasing the aforementioned agreement. That said we ask that this complaint remain closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Kimberly [redacted]
Dear Ms. [redacted]:
We have been unable to complete the investigation of Ms. [redacted]’s complaint regarding...
her recent visit to one of our auto centers.
Upon receiving Ms. [redacted]’s complaint, we escalated her concerns to Bylent [redacted], Auto Center Manager of store# 6413. My [redacted] has attempted to reach Ms. [redacted] via telephone and I has left contact information on his voicemail; however, at this time she has not responded. We are unable to resolve Ms. [redacted]’s issue until we have the opportunity to discuss the matter with her. She may contact Mr. [redacted] at [redacted] at her earliest convenience if she still requires assistance with her issue. In the interim, we will consider Ms. [redacted]’s matter closed, pending her response.
We apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
April 14, 2017
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted] J [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the problems he encountered when he attempted to...
file a claim on the Sears Purchase Protect 3-year warranty that he purchased for his vacuum.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] have experienced. We assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further. Upon receipt of Mr. [redacted] complaint, we reached out to our contract department to assist with Mr. [redacted] concern. Ms. [redacted] contract was reviewed and it was determined that the contract was showing expired because the Sears Purchase Protect was put on the vacuum bags instead of the vacuum itself. We apologize that a case was not created to revise the contract when Mr. [redacted] called to file the claim. On April 10, 2017 the contract was revised to add the warranty on the vacuum and Mr. [redacted] was able to file the warranty claim. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]@searshc.com
January 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the replacement of her...
range. As clarification, the terms of Ms. [redacted] Basic Protection Agreement (BPA) were followed and she was given what is provided for according to those terms. As a courtesy, we offered to refund part of Ms. [redacted] installation fees as well as issue $100.00 worth of SYWR points to her account. She accepted our offer and the process is currently underway. In closure, 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] Specialist, Regulatory Complaints [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a refrigerator purchased at Sears. We apologize that Mr. [redacted]...
refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. Mr. [redacted] did purchase additional coverage which expired on December 28, 2013. We are always willing to weigh a customer’s satisfaction versus our policies, to ensure we are being fair and equitable. In Mr. [redacted] there is no justification for any accommodation and we will not be able to honor his request for a refund. We are regretful that we could not reach an equitable resolution with Mr. [redacted] since we do value him as customer, but we respectfully ask that this complaint be closed since we have reached a final decision which is immutable. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding some patio furniture she ordered last...
summer. According to our notes, Ms. [redacted] was advised to return the set while the purchase fell under our return policy period, but she did not. We can try to get a lone chair form the vendor, but it may not be possible. If that is the case, we will setup a return as an exception to our return policy. We will notify Ms. [redacted] via email once the vendor has confirmed if they can ship a replacement chair. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 31, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Lee [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding a recent...
service call for his washer. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his washer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his 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 Mr. [redacted] concerns to the appropriate management team for further review. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. After reviewing Mr. [redacted] service orders, Ethel Graham with 7385 agreed to issue the requested refund. Accordingly, a refund request for $79.00 was submitted on October 28, 2016, so Mr. [redacted] should see a credit post to his Visa account ending in [redacted] in the next five to seven days. With that said, since we are providing Mr. [redacted] with his requested resolution, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
November 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]- Jacob [redacted] Dear Mrs. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding his tire gauge. We...
have spoken with Mr. [redacted] in regard to this issue. As clarification, our Craftsman warranty does not note that a replacement will carry the same warranty as the original item. However, we have issued a check for the cost of gauge Mr. [redacted] purchased recently as a courtesy. In light of the aforementioned information, we respectfully ask that this matter be considered resolved. We apologize to Mr. [redacted] and 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 Tammie.[redacted]@searshc.com [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the offer to exchange the defective machine for a different model, but do not accept the stipulation that Sears will not fully reimburse our original purchase price of $649.99. We should be given the exchange, as well as refunded the difference from the amount we originally paid. This defective machine has not worked properly since the day we received it. It is still under warranty and Sears has an obligation to satisfactorily repair the machine, but they refuse to do so. We have been unable to clean our laundry for months, causing extreme hardship upon me and my family. We would hope that Sears would value and understand our concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10958010, and find that this resolution is satisfactory to me.
Sincerely,
Amanda [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,
Reida M[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10993691, and find that this resolution is satisfactory to me.
Sincerely,
Bethany [redacted]
June 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services. First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to his recent dishwasher service. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we reviewed the notes in the service order. The technician advised Mrs. [redacted] that there is a plumbing issue with the dishwasher; the unit needs a new hose. A review of the monetary screen shows that the technician used a job code for replacing a hose rather than just charging Mrs. [redacted] for the diagnosis. However, Mrs. [redacted] was not charged for a new hose, just the labor. With that said, since the [redacted]s’ dishwasher is out-of-warranty, they are responsible for the minimum trip charge of $59.00, as they were provided with a diagnosis. Accordingly, we have processed a refund request for $76.20; the difference between the $135.20 charge and the $59.00 diagnostic fee. The [redacted]s should receive a check in approximately the next two weeks. In summary, since we have processed the aforementioned refund and noted Mr. [redacted] concerns, we ask that this matter be closed. Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 5, 2015/10/21) */
[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 A&E Factory...
Service and repairs to her washer.
[redacted], A&E Factory Service, Support Specialist provided the following response:
It is unfortunate that we failed Ms. [redacted] expectations when she called A&E Factory Service for service on her washer. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in A&E Factory Service. We can assure Ms.[redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms.[redacted] will allow us another opportunity in the future to provide her with the type of customer service that A&E Factory Service has built our reputation upon, but we would understand if this is not possible. I spoke with Ms.[redacted] after the technician completed the repairs to her washer and was informed that the washer was working as expected. If I can be of any additional assistance to Ms.[redacted], she can contact Gene Longden at 315/708-7537. Since we have been informed that the repairs to Ms. [redacted] washer have been repaired to her satisfaction, 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 Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted], called me and listen to everything I complained about and agreed with me how awful the customer service line that I called was. Lets hope this helps with getting them some training or if they can not help in the future to send me to proper people then can. [redacted] has given me her number and if in the future I have issues I will call her.
Contact Name and Title: MELISSA [redacted]
October 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Robin [redacted] - # 94574447
Dear Ms. [redacted]:
We have completed our investigation Ms. [redacted] rebuttal to our previous response.
The authorization of $999.99 is simply a credit towards a new refrigerator from Sears and any unused amount is not able to be provided to Ms. [redacted]. Therefore, we suggest that Ms. [redacted] utilize the full value of the credit towards the purchase of a new refrigerator from Sears. As clarification, there is no provision in Ms. [redacted] Master Protection Agreement (MPA) that provides for a refund of unused authorized funds. Furthermore, Ms. [redacted] was already sent a check for $250.00 food loss on October 3, 2015, which is the maximum amount she is permitted in a 12 month period. Since we have documented Ms. [redacted]s additional concerns and explained why we are unable to honor her request, we ask that this matter remain closed.
Again, we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
September 28, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Patricia [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s rebuttal regarding her dissatisfaction that her washer failed sooner than she expected.
We have received Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for compensation. The fact remains that Ms. [redacted]’s washer was not covered under any type of protection agreement and therefore is not entitled to receive any monies for repair or a refund. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted]’s case we do apologize that she is dissatisfied with her washer but we will not be refunding her for her washer that is out of warranty and our decision is final.
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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] charged $13.82, postage was not prepaid. Though satisfied 90%Package is already shipped on 25th January as per instruction and label.Shipping cost $13.62Since I never got the answer for return the merchandise, my credit card charged me $215.70 which includes late fee.I hope I get reimbursed for those cash I spent which includes $215.70 and $13.62
September 27, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] Jean Gilroy-O[redacted]
Dear [redacted]
We have completed the investigation of Ms. O[redacted]’s rebuttal to our response regarding her dissatisfaction with performance of her washer and the multiple repair attempts to resolve the oversudsing issue.
We have Ms. O[redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. As previously stated, we reviewed the service history on the dishwasher and on May 16, 2017 and again on June 20, 2017 our technicians assessed the dishwasher and were unable to duplicate the oversudsing issue. We would like to note that the manufacturer’s warranty on the dishwasher expired on July 3, 2017 and Ms. O[redacted] did not purchase an extended warranty for her dishwasher. However, on July 24, 2017 and September 11, 2017 Ms. O[redacted] requested service again on her dishwasher. For customer satisfaction, we provided service at no charge to Ms. O[redacted]. On September 18, 2017 our senior technician ran a cycle on the dishwasher and reported again that he was unable to duplicate the oversudsing issue; there is no functional problem with the dishwasher. Ms. O[redacted] reported that the dishwasher continues to leak suds.
While we understand that Ms. O[redacted] was dissatisfied with the technician’s findings, the fact remains that the dishwasher is leaking due to the oversudsing. Oversudsing can be caused by various reasons such as using the wrong or too much detergent, too much rinse aid dispensed during cycle, or soap build up in dishwasher. We recommend setting the rinse aid dispenser on the lowest setting, or not to add additional rinse aid since most dishwashing tablets have rinse aid already in them. Ms. O[redacted] may have to thoroughly clean out the dishwasher several times using Lemi-Shine or other cleaning methods which are suggested online.
As far as Ms. O[redacted]’s request for an exchange is concerned, we did not find that this was warranted, particularly since our technicians are unable to duplicate the oversudsing issue. Ms. O[redacted] mentioned in her complaint that she requested an extension on the warranty, but was denied. As a goodwill gesture, we contacted Ms. O[redacted] and offered to add a one year protection agreement on the dishwasher; at no additional charge. We advised Ms. O[redacted] that this would cover parts and labor on the dishwasher, except for the oversudsing issue. Ms. O[redacted] declined the offer and she requested to return the unit for a refund. We denied her request and offered Ms. O[redacted] a 30% discount towards a new dishwasher from Sears; Ms. O[redacted] declined the offer. We feel that our offers are more than reasonable. If Ms. O[redacted] would like to accept one of our offers, she can contact me on or before October 5, 2017. As this decision is commensurate to the circumstances, we have closed our file.
We apologize to Ms. O[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Business Response /* (1000, 6, 2015/09/22) */
Contact Name and Title: [redacted]
September 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #XXXXXXXX - [redacted]
Dear Ms.[redacted]
We...
have completed the investigation of Mr. [redacted]'s complaint regarding his refrigerator repair.
We would note that after Mr. [redacted] filed his Revdex.com complaint, we did visit his home under his 90-day repair guarantee and at that time, we did replace a part. Specifically, we replaced the evaporator motor. When we sent Mr. [redacted]'s concerns to the local service unit for review, they did notice though that the technician that completed the second repair collected the difference in labor for the job to replace the evaporator motor versus what we collected for labor originally. Under our 90-day guarantee, the consumer is generally only responsible for the cost of any additional parts that are needed if the repair is related to the first service call; we would usually not charge any additional amount for labor even if a higher amount would normally have been charged for that particular repair. Accordingly, Mr. [redacted] was informed that we would refund him the $58.29 difference and he accepted this. He also indicated that the refrigerator was now operating properly when we offered to return to his home. At this time, the refund has been requested from our billing department and should complete processing in the next 3-5 business days; it will then subsequently post to Mr. [redacted]'s Visa account ending in[redacted] approximately 1-5 business days after that. The exact time for posting is dependent upon the card issuer's policies governing refunds. If he is not able to confirm that it posted by October 7, 2015, then he is welcome to contact me via email or phone. In the interim, since it was our understanding that this resolution met with Mr. [redacted]'s approval, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: [redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I accept their meager offer.
But considering that the first tech accomplished nothing, I should have received a complete refund for that first visit of $144.00.
I was charged another $145 on the second visit.
So it cost me nearly $300 for what should have been no more than $175.
The $58 is a drop in the bucket concerning them stepping up and doing the right thing.
No parts were replaced on the first visit. Only 15 minutes were spent in my house in which the tech merely used his port a vac to clean out the coils in the bottom of the fridge.
It did not fix the problem.
Their web site says there is a minimum charge of $95.
ON the phone, I was told that was a travel fee. It does not say that on their web site, just that there is a $95 minimum. They should state plainly that the fee is a travel fee. Shame on them for not doing that. I consider that a bait and switch scheme.
I will never buy a Sears product again. Their customer service is populated by incompetents. Clearly, their training methods are insufficient or the first tech would have fixed the problem.
February 22, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Michele G. S[redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. S[redacted]’ complaint regarding her dissatisfaction...
with our customer service and non-receipt of a dryer she purchased from sears.com. It is unfortunate that we failed Ms. S[redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. With this having been said, our records indicate that Ms. S[redacted] set her order up for delivery to her local Kmart Store. Unfortunately, a new order would have to be placed if she would like delivery to her home. Therefore, a full refund of $377.70 was issued to Ms. S[redacted] ending in [redacted] in 2 separate parts of $250.00 and $177.70 on February 12, 2018. Ms. S[redacted] may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. S[redacted] comments and an equitable resolution has been provided. 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]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding a service call on a range purchased from Sears. Since the range is no longer covered under warranty, as we noted in our initial correspondence, Mr. [redacted] is responsible for the charges to repair the range. If Mr. [redacted] is interested, he can purchase a Service Smart Agreement, a service contract we sell to consumers whose appliances are in need of service and are not covered by the manufacturer’s warranty. Mr. [redacted] can contact our service contracts office at [redacted] to inquire about purchasing the aforementioned agreement. That said we ask that this complaint remain closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
August 31, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Kimberly [redacted]
Dear Ms. [redacted]:
We have been unable to complete the investigation of Ms. [redacted]’s complaint regarding...
her recent visit to one of our auto centers.
Upon receiving Ms. [redacted]’s complaint, we escalated her concerns to Bylent [redacted], Auto Center Manager of store# 6413. My [redacted] has attempted to reach Ms. [redacted] via telephone and I has left contact information on his voicemail; however, at this time she has not responded. We are unable to resolve Ms. [redacted]’s issue until we have the opportunity to discuss the matter with her. She may contact Mr. [redacted] at [redacted] at her earliest convenience if she still requires assistance with her issue. In the interim, we will consider Ms. [redacted]’s matter closed, pending her response.
We apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
April 14, 2017
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted] J [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the problems he encountered when he attempted to...
file a claim on the Sears Purchase Protect 3-year warranty that he purchased for his vacuum.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] have experienced. We assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further. Upon receipt of Mr. [redacted] complaint, we reached out to our contract department to assist with Mr. [redacted] concern. Ms. [redacted] contract was reviewed and it was determined that the contract was showing expired because the Sears Purchase Protect was put on the vacuum bags instead of the vacuum itself. We apologize that a case was not created to revise the contract when Mr. [redacted] called to file the claim. On April 10, 2017 the contract was revised to add the warranty on the vacuum and Mr. [redacted] was able to file the warranty claim. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]@searshc.com
January 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the replacement of her...
range. As clarification, the terms of Ms. [redacted] Basic Protection Agreement (BPA) were followed and she was given what is provided for according to those terms. As a courtesy, we offered to refund part of Ms. [redacted] installation fees as well as issue $100.00 worth of SYWR points to her account. She accepted our offer and the process is currently underway. In closure, 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] Specialist, Regulatory Complaints [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a refrigerator purchased at Sears. We apologize that Mr. [redacted]...
refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. Mr. [redacted] did purchase additional coverage which expired on December 28, 2013. We are always willing to weigh a customer’s satisfaction versus our policies, to ensure we are being fair and equitable. In Mr. [redacted] there is no justification for any accommodation and we will not be able to honor his request for a refund. We are regretful that we could not reach an equitable resolution with Mr. [redacted] since we do value him as customer, but we respectfully ask that this complaint be closed since we have reached a final decision which is immutable. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding some patio furniture she ordered last...
summer. According to our notes, Ms. [redacted] was advised to return the set while the purchase fell under our return policy period, but she did not. We can try to get a lone chair form the vendor, but it may not be possible. If that is the case, we will setup a return as an exception to our return policy. We will notify Ms. [redacted] via email once the vendor has confirmed if they can ship a replacement chair. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 31, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Lee [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding a recent...
service call for his washer. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his washer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his 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 Mr. [redacted] concerns to the appropriate management team for further review. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. After reviewing Mr. [redacted] service orders, Ethel Graham with 7385 agreed to issue the requested refund. Accordingly, a refund request for $79.00 was submitted on October 28, 2016, so Mr. [redacted] should see a credit post to his Visa account ending in [redacted] in the next five to seven days. With that said, since we are providing Mr. [redacted] with his requested resolution, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
November 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]- Jacob [redacted] Dear Mrs. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding his tire gauge. We...
have spoken with Mr. [redacted] in regard to this issue. As clarification, our Craftsman warranty does not note that a replacement will carry the same warranty as the original item. However, we have issued a check for the cost of gauge Mr. [redacted] purchased recently as a courtesy. In light of the aforementioned information, we respectfully ask that this matter be considered resolved. We apologize to Mr. [redacted] and 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 Tammie.[redacted]@searshc.com [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the offer to exchange the defective machine for a different model, but do not accept the stipulation that Sears will not fully reimburse our original purchase price of $649.99. We should be given the exchange, as well as refunded the difference from the amount we originally paid. This defective machine has not worked properly since the day we received it. It is still under warranty and Sears has an obligation to satisfactorily repair the machine, but they refuse to do so. We have been unable to clean our laundry for months, causing extreme hardship upon me and my family. We would hope that Sears would value and understand our concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10958010, and find that this resolution is satisfactory to me.
Sincerely,
Amanda [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,
Reida M[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10993691, and find that this resolution is satisfactory to me.
Sincerely,
Bethany [redacted]