[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. Virghes:
*
We have completed the investigation of Ms. [redacted] rebuttal regarding the multiple repairs of her refrigerator.
We have received Ms. [redacted] rebuttal and would like to note that her refrigerator was repaired on 10/05/16 and is working as designed per our technician. While we understand that Ms. [redacted] would like a replacement, she does not currently qualify under the terms of her manufacturer’s warranty. 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] case we do apologize that we failed her expectations, but we feel that repairing the refrigerator is relative to the circumstances and our decision is final.
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.
April 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his water softener repair. ...
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his water softener. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Stephanie [redacted] with [redacted] subsequently spoke with Mr. [redacted] regarding his concerns and she offered to service his water softener as soon as possible. Mr. [redacted] advised that due to his very busy schedule, he would not be available for service until April 21, 2017. Our records show that the service was completed that day; the technician cleaned the venture and completed an operational check before leaving. With that said, since we have documented Mr. [redacted] concerns with the repair process and we have completed the service to his water softener, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 14, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]–Daneece [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms....
[redacted]’s complaint regarding her recent experience. Store Manager Carlos [redacted] provided the following response: I have spoken with Ms. [redacted] and arrangements have been made to provide her with the discount she was seeking. It was also my understanding that she had been given $200.00 worth of Shop Your Way Rewards points in connection with this issue as well. Should Ms. [redacted] have any further questions, I (Carlos) may be reached during normal business hours at (912) 267-6915. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation Tell us why here...
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Lawanna [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her washer. It is first...
important to note that on November 11, 2016 at 9.57am, Ms. [redacted] spoke with Ms. [redacted] manager from our service contracts office regarding her allegation that she was told a voucher would be provided so she can get a new washer. Ms. [redacted] informed Ms. [redacted] that there are no notes in our system that indicates that anyone offered replacement of the washer. Additionally, when a covered item is eligible for replacement, we do not provide a voucher. Per the terms and conditions of the Master Protection Agreement (MPA) that covers the washer, it states that a covered item is eligible for replacement once there have been 4 service calls completed in a 12 month period where functional parts have been replaced. The MPA was purchased on June 22, 2016 and to date there is only one service call that would count towards replacement. We would like to add that a new backsplash and timer were installed on November 11, 2016. Once the aforementioned parts were installed the washer was tested and was found to be operating as designed. Since we have noted that the washer does not meet the criteria for replacement per management from our service contracts office and since we have completed the repairs to the washer, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:there was oil in the engine...the oil in the engine before it break down cannot just disappear by itself. obviously there's got to be a problem with the engine leaking somewhere to make the oil in there before it breaks down to go low on oil...Just like a car..if there was oil in before it and it was low on oil then something is wrong inside the engine...it is either leaking or burning the oil inside the engine...I still strongly thinks that their is something wrong in the engine to make the oil be low...I still think that sears is trying to get out of fixing my tractor...I strongly believe that they do not tell every customer that bought the repair agreement to make sure it has oil.They just want to make the sale..they will just say buy this repair agreement and if anything goes wrong we will fix it and if it can't be fixed we will replace it.
Sincerely,
Fong V[redacted]
Complaint[redacted]
I am rejecting this response because:Sears process resulted in an inconvenience of mileage and time 45 min drive/1 hr time-frame for an item I did not authorize. For the inconvenience, mileage/time I'd like to be compensated with a gift card at minimum of $20. Sincerely,[redacted]
November 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]- Shawn [redacted] Dear Mrs. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding his dishwasher. We...
apologize that Mr. [redacted] dishwasher failed to meet his expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. 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 on whether they would like the peace of mind that would come 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] purchased his dishwasher on July 09, 2015, carrying a one year manufacturer’s warranty. In Mr. [redacted] case, he declined to purchase an extended warranty, so any necessary repair costs would be his responsibility since his manufacturer’s warranty has expired. Mr. [redacted] indicated that he had no faith in his dishwasher due to material that he had been reading online from other consumers that were dissatisfied with their dishwasher. We would ask him to bear in mind that out of thousands of a product sold, it is normal that there should be a small percentage of problems. The internet enables a consumer to voice their opinion, but it can sometimes give them a skewed perspective as to the percentage of the general population that is experiencing the same problem. Furthermore, there are no recalls or defects related to the issue Mr. [redacted] mentions on file with the manufacturer for his model. Despite the fact that Mr. [redacted] dishwasher has no current coverage, we are willing to waive any labor costs if a Sears technician performs the repair as a consumer courtesy. We feel this is in all probability much more than any of our competitors would offer in this situation given fact that the warranty has expired and the decision was made not to continue coverage under an extended service contract. Should Mr. [redacted] decide to accept our offer, I can be reached via email during normal business hours at Tammie[redacted]@searshc.com. However, we would ask that Mr. [redacted] bear in mind that no further recompense will be offered as this is our final decision. Since we are unable to grant additional compensation or remuneration of any kind due to the aforementioned reasons, but we have proposed an alternate resolution that we feel is commensurate to the circumstance, we ask that this matter be closed 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]
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Keyola L. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding an alleged billing...
discrepancy. According to our records, Ms. [redacted] was charged $38.56 on her card and used $10.55 in points for sales check 78406498455000, which was the activity desk. On sales check 78406496885000, which was for the expansion pack, she paid $8.19 on her card and used $2.24 worth of points. This would add up to $46.75 total charged on her card. Her order confirmation confirms this as well. We apologize for any misunderstanding. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted] Tammie.[redacted]@searshc.com
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] rebuttal complaint regarding
Sears Home Services and repairs to his lawn equipment. Repairs
to both o[redacted] items were completed on November 6, 2015. There is a
credit in the amount of $93.71 that was processed back to [redacted] card
ending in [redacted] that was processed on October 21th, that should have already
posted to his account. Additionally a $250.00 bank check was also processed on October
21th, which should be received any day if it has not already. Since we have
noted the completed repairs to [redacted] mower and tractor and have also
confirmed the aforementioned credits, we ask that this complaint remain 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]
October 26, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Jerome M[redacted]
Dear [redacted]
We have completed the investigation of Mr. M[redacted] complaint regarding his dissatisfaction that his tractor failed too...
soon and his request for an exchange.
We apologize that Mr. M[redacted] tractor failed to meet his expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the product was recently delivered. Upon receipt of Mr. M[redacted] complaint we reviewed the service order and the technician ordered an interlock switch to repair the tractor. Mr. M[redacted] mentioned in his complaint that the technician said it was a major repair. We reached out to the service unit to assist with Mr. M[redacted] concern. Brenda P[redacted] Member Advocate for Service Unit [redacted] contacted Mr. M[redacted] to discuss his concerns. Mr. M[redacted] stated that he had requested an exchange within the 30 day period when he reported the problem with technical support and claims he was told that the unit had to be service before an exchange could be offered. We apologize if Mr. M[redacted] was misinformed regarding our 30-day exchange policy on gas powered lawn equipment. We want to assure Mr. M[redacted] that any variance from our accepted business practices and policies will be addressed.
Ms. P[redacted] also confirmed with the tech manager that in order to change out the defective switch, it would be considered a major repair to get to the switch location. Therefore, we cancelled the service on the tractor and authorized an exchange. Mr. M[redacted] has made a selection and the new tractor should be delivered on October 30, 2017. With that being said, since we have addressed the issue brought forth in Mr. M[redacted] complaint, we have closed our file.
We apologize to Mr. M[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]
June 28, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]
Dear Ms. [redacted] We have completed...
the investigation of Mr. [redacted] complaint regarding a recent purchase. We would first like to thank Mr. [redacted] for bringing this matter to our attention. We have taken steps to have the error removed. Unfortunately, we do not have case specifically for this drill, but we have added $25.00 worth of Shop Your Way Rewards points to Mr. [redacted] account as a courtesy that he may use them towards the purchase of a tool box/bag. In light of the aforementioned information, 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]
September 30, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94569458 - Don [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with the problems he...
encountered with the installation of the range and the delay of his refund for the cancelled order.
Lauren [redacted], Store Manager for Store 1056, provided the following response on September 18, 2015:
We spoke with Customer Solutions, Installation and Mr. [redacted]. There was confusion as to what was cancelled. We have issued a refund to the member for the merchandise and the install. Mr. [redacted] is satisfied with the way it was handled. The refund was issued on salescheck# 010565239653 for a total of $1,338.11.
With that being said, since we have provided Mr. [redacted] with his desired resolution, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Diomaris [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding Sears Home Services and repairs to her washer. Sears Home Services...
records indicate that a technician was dispatched to the [redacted] home on August 13, 2016. While at the home the technician tested the washer which was found to be operating as designed. The technician also explained washer cycles so the operation of the washer was better understood. The washer is covered by a Sears Master Protection Agreement (MPA) until its scheduled expiration on May 30, 2018. Per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 service calls completed in a 12 month period where functional parts have been replaced. Since the washer does not meet the aforementioned criteria, it will not be replaced. Additionally, Ms. [redacted] notes she would like to be reimbursed for all the monies spent at the laundromat. We feel it is important to note that laundry reimbursement is provided to consumer’s whose washers are in need of repairs. There have been two closed service calls completed on the washer and no parts were used, therefore laundry reimbursement is not applicable. At this time, since we have noted our response to Ms. [redacted] complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, 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: #9456[redacted] - Amber [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mrs. [redacted]'s complaint regarding her dissatisfaction with our customer service and non-receipt of a grill she purchased from kmart.com.
It is unfortunate that we failed Mrs. [redacted]'s expectations when she recently used Kmart layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Mrs. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that Ms. [redacted] received assistance from Executive Member Services. Our agent provided her with a refund, but afterward the order was released for delivery and shipped to her home. Our records indicate that Ms. [redacted] stated she planned to return the grill to her local Kmart store. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Mrs. [redacted] will allow us an 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 Mrs. [redacted]'s comments and the requested refund 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 [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800[redacted] Ext. [redacted]
Initial Business Response /* (1000, 6, 2015/09/25) */
September 25, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted] complaint...
regarding her dissatisfaction with the refrigerator failed sooner than she expected and the problems she encountered with the return process.
It is unfortunate that we failed Ms. [redacted] expectations when she recently purchased a new refrigerator and we apologize that her refrigerator failed soon after delivery. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We value Mr. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint regarding the return process. 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.
Our records indicate that the refrigerator was picked up for the return on September 15, 2015. We issued a credit of $647.87 to Ms. [redacted] credit card on September 17, 2015. With that being said, since we have addressed Ms. [redacted] complaint, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions. [redacted], Sears Garage Solutions, Support...
Specialist provided the following response: We have approved the replacement of [redacted] garage door opener, but cannot move forward until we can schedule the exchange. That said, I ask that [redacted] contact me at [redacted] or via email at [redacted], and I will provide her with the first available appointment. Since we have stated our intent to replace [redacted] garage door opener, 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]
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,
Leona C[redacted] W[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding service for her damaged refrigerator door. We do show that a...
door has been ordered for Ms. [redacted] refrigerator but will not be available until February 2017. Ms. [redacted] has been provided with my direct contact information and we will monitor the parts and service but to the time involved we request that this complaint be closed. Ms. [redacted] can always rebuttal if she needs to. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:The email they sent me today says 17.22 will be refunded so if I'm right some money is missing , sears I can count so want what happen to that 23.22 that's to be refunded . And I'm not out the woods yet , it's still not in my account .
Sincerely,
[redacted]
January 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer...
service and the condition of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that we have issued a refund of 2.00 to Mr. [redacted] Shop Your Way Rewards account and $63.29 for the shipment of 5 sets in which he stated he received only 2 broken sets. Mr. [redacted] was provided with instructions for returning the remaining sets and advised they would be refunded once they were received by our warehouse. Mr. [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 Mr. [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, [redacted] Regulatory Complaint Specialist [redacted]
October 14, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. Virghes:
*
We have completed the investigation of Ms. [redacted] rebuttal regarding the multiple repairs of her refrigerator.
We have received Ms. [redacted] rebuttal and would like to note that her refrigerator was repaired on 10/05/16 and is working as designed per our technician. While we understand that Ms. [redacted] would like a replacement, she does not currently qualify under the terms of her manufacturer’s warranty. 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] case we do apologize that we failed her expectations, but we feel that repairing the refrigerator is relative to the circumstances and our decision is final.
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]
April 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his water softener repair. ...
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his water softener. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Stephanie [redacted] with [redacted] subsequently spoke with Mr. [redacted] regarding his concerns and she offered to service his water softener as soon as possible. Mr. [redacted] advised that due to his very busy schedule, he would not be available for service until April 21, 2017. Our records show that the service was completed that day; the technician cleaned the venture and completed an operational check before leaving. With that said, since we have documented Mr. [redacted] concerns with the repair process and we have completed the service to his water softener, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
September 14, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]–Daneece [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms....
[redacted]’s complaint regarding her recent experience. Store Manager Carlos [redacted] provided the following response: I have spoken with Ms. [redacted] and arrangements have been made to provide her with the discount she was seeking. It was also my understanding that she had been given $200.00 worth of Shop Your Way Rewards points in connection with this issue as well. Should Ms. [redacted] have any further questions, I (Carlos) may be reached during normal business hours at (912) 267-6915. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation Tell us why here...
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Lawanna [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her washer. It is first...
important to note that on November 11, 2016 at 9.57am, Ms. [redacted] spoke with Ms. [redacted] manager from our service contracts office regarding her allegation that she was told a voucher would be provided so she can get a new washer. Ms. [redacted] informed Ms. [redacted] that there are no notes in our system that indicates that anyone offered replacement of the washer. Additionally, when a covered item is eligible for replacement, we do not provide a voucher. Per the terms and conditions of the Master Protection Agreement (MPA) that covers the washer, it states that a covered item is eligible for replacement once there have been 4 service calls completed in a 12 month period where functional parts have been replaced. The MPA was purchased on June 22, 2016 and to date there is only one service call that would count towards replacement. We would like to add that a new backsplash and timer were installed on November 11, 2016. Once the aforementioned parts were installed the washer was tested and was found to be operating as designed. Since we have noted that the washer does not meet the criteria for replacement per management from our service contracts office and since we have completed the repairs to the washer, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:there was oil in the engine...the oil in the engine before it break down cannot just disappear by itself. obviously there's got to be a problem with the engine leaking somewhere to make the oil in there before it breaks down to go low on oil...Just like a car..if there was oil in before it and it was low on oil then something is wrong inside the engine...it is either leaking or burning the oil inside the engine...I still strongly thinks that their is something wrong in the engine to make the oil be low...I still think that sears is trying to get out of fixing my tractor...I strongly believe that they do not tell every customer that bought the repair agreement to make sure it has oil.They just want to make the sale..they will just say buy this repair agreement and if anything goes wrong we will fix it and if it can't be fixed we will replace it.
Sincerely,
Fong V[redacted]
Complaint[redacted]
I am rejecting this response because:Sears process resulted in an inconvenience of mileage and time 45 min drive/1 hr time-frame for an item I did not authorize. For the inconvenience, mileage/time I'd like to be compensated with a gift card at minimum of $20. Sincerely,[redacted]
November 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]- Shawn [redacted] Dear Mrs. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding his dishwasher. We...
apologize that Mr. [redacted] dishwasher failed to meet his expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. 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 on whether they would like the peace of mind that would come 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] purchased his dishwasher on July 09, 2015, carrying a one year manufacturer’s warranty. In Mr. [redacted] case, he declined to purchase an extended warranty, so any necessary repair costs would be his responsibility since his manufacturer’s warranty has expired. Mr. [redacted] indicated that he had no faith in his dishwasher due to material that he had been reading online from other consumers that were dissatisfied with their dishwasher. We would ask him to bear in mind that out of thousands of a product sold, it is normal that there should be a small percentage of problems. The internet enables a consumer to voice their opinion, but it can sometimes give them a skewed perspective as to the percentage of the general population that is experiencing the same problem. Furthermore, there are no recalls or defects related to the issue Mr. [redacted] mentions on file with the manufacturer for his model. Despite the fact that Mr. [redacted] dishwasher has no current coverage, we are willing to waive any labor costs if a Sears technician performs the repair as a consumer courtesy. We feel this is in all probability much more than any of our competitors would offer in this situation given fact that the warranty has expired and the decision was made not to continue coverage under an extended service contract. Should Mr. [redacted] decide to accept our offer, I can be reached via email during normal business hours at Tammie[redacted]@searshc.com. However, we would ask that Mr. [redacted] bear in mind that no further recompense will be offered as this is our final decision. Since we are unable to grant additional compensation or remuneration of any kind due to the aforementioned reasons, but we have proposed an alternate resolution that we feel is commensurate to the circumstance, we ask that this matter be closed 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]
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Keyola L. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding an alleged billing...
discrepancy. According to our records, Ms. [redacted] was charged $38.56 on her card and used $10.55 in points for sales check 78406498455000, which was the activity desk. On sales check 78406496885000, which was for the expansion pack, she paid $8.19 on her card and used $2.24 worth of points. This would add up to $46.75 total charged on her card. Her order confirmation confirms this as well. We apologize for any misunderstanding. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted] Tammie.[redacted]@searshc.com
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] rebuttal complaint regarding
Sears Home Services and repairs to his lawn equipment. Repairs
to both o[redacted] items were completed on November 6, 2015. There is a
credit in the amount of $93.71 that was processed back to [redacted] card
ending in [redacted] that was processed on October 21th, that should have already
posted to his account. Additionally a $250.00 bank check was also processed on October
21th, which should be received any day if it has not already. Since we have
noted the completed repairs to [redacted] mower and tractor and have also
confirmed the aforementioned credits, we ask that this complaint remain 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]
October 26, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Jerome M[redacted]
Dear [redacted]
We have completed the investigation of Mr. M[redacted] complaint regarding his dissatisfaction that his tractor failed too...
soon and his request for an exchange.
We apologize that Mr. M[redacted] tractor failed to meet his expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the product was recently delivered. Upon receipt of Mr. M[redacted] complaint we reviewed the service order and the technician ordered an interlock switch to repair the tractor. Mr. M[redacted] mentioned in his complaint that the technician said it was a major repair. We reached out to the service unit to assist with Mr. M[redacted] concern. Brenda P[redacted] Member Advocate for Service Unit [redacted] contacted Mr. M[redacted] to discuss his concerns. Mr. M[redacted] stated that he had requested an exchange within the 30 day period when he reported the problem with technical support and claims he was told that the unit had to be service before an exchange could be offered. We apologize if Mr. M[redacted] was misinformed regarding our 30-day exchange policy on gas powered lawn equipment. We want to assure Mr. M[redacted] that any variance from our accepted business practices and policies will be addressed.
Ms. P[redacted] also confirmed with the tech manager that in order to change out the defective switch, it would be considered a major repair to get to the switch location. Therefore, we cancelled the service on the tractor and authorized an exchange. Mr. M[redacted] has made a selection and the new tractor should be delivered on October 30, 2017. With that being said, since we have addressed the issue brought forth in Mr. M[redacted] complaint, we have closed our file.
We apologize to Mr. M[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]
June 28, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]
Dear Ms. [redacted] We have completed...
the investigation of Mr. [redacted] complaint regarding a recent purchase. We would first like to thank Mr. [redacted] for bringing this matter to our attention. We have taken steps to have the error removed. Unfortunately, we do not have case specifically for this drill, but we have added $25.00 worth of Shop Your Way Rewards points to Mr. [redacted] account as a courtesy that he may use them towards the purchase of a tool box/bag. In light of the aforementioned information, 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]
September 30, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94569458 - Don [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with the problems he...
encountered with the installation of the range and the delay of his refund for the cancelled order.
Lauren [redacted], Store Manager for Store 1056, provided the following response on September 18, 2015:
We spoke with Customer Solutions, Installation and Mr. [redacted]. There was confusion as to what was cancelled. We have issued a refund to the member for the merchandise and the install. Mr. [redacted] is satisfied with the way it was handled. The refund was issued on salescheck# 010565239653 for a total of $1,338.11.
With that being said, since we have provided Mr. [redacted] with his desired resolution, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Diomaris [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding Sears Home Services and repairs to her washer. Sears Home Services...
records indicate that a technician was dispatched to the [redacted] home on August 13, 2016. While at the home the technician tested the washer which was found to be operating as designed. The technician also explained washer cycles so the operation of the washer was better understood. The washer is covered by a Sears Master Protection Agreement (MPA) until its scheduled expiration on May 30, 2018. Per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 service calls completed in a 12 month period where functional parts have been replaced. Since the washer does not meet the aforementioned criteria, it will not be replaced. Additionally, Ms. [redacted] notes she would like to be reimbursed for all the monies spent at the laundromat. We feel it is important to note that laundry reimbursement is provided to consumer’s whose washers are in need of repairs. There have been two closed service calls completed on the washer and no parts were used, therefore laundry reimbursement is not applicable. At this time, since we have noted our response to Ms. [redacted] complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, 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: #9456[redacted] - Amber [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mrs. [redacted]'s complaint regarding her dissatisfaction with our customer service and non-receipt of a grill she purchased from kmart.com.
It is unfortunate that we failed Mrs. [redacted]'s expectations when she recently used Kmart layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Mrs. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that Ms. [redacted] received assistance from Executive Member Services. Our agent provided her with a refund, but afterward the order was released for delivery and shipped to her home. Our records indicate that Ms. [redacted] stated she planned to return the grill to her local Kmart store. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Mrs. [redacted] will allow us an 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 Mrs. [redacted]'s comments and the requested refund 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 [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800[redacted] Ext. [redacted]
Initial Business Response /* (1000, 6, 2015/09/25) */
September 25, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted] complaint...
regarding her dissatisfaction with the refrigerator failed sooner than she expected and the problems she encountered with the return process.
It is unfortunate that we failed Ms. [redacted] expectations when she recently purchased a new refrigerator and we apologize that her refrigerator failed soon after delivery. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We value Mr. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint regarding the return process. 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.
Our records indicate that the refrigerator was picked up for the return on September 15, 2015. We issued a credit of $647.87 to Ms. [redacted] credit card on September 17, 2015. With that being said, since we have addressed Ms. [redacted] complaint, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions. [redacted], Sears Garage Solutions, Support...
Specialist provided the following response: We have approved the replacement of [redacted] garage door opener, but cannot move forward until we can schedule the exchange. That said, I ask that [redacted] contact me at [redacted] or via email at [redacted], and I will provide her with the first available appointment. Since we have stated our intent to replace [redacted] garage door opener, 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]
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,
Leona C[redacted] W[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding service for her damaged refrigerator door. We do show that a...
door has been ordered for Ms. [redacted] refrigerator but will not be available until February 2017. Ms. [redacted] has been provided with my direct contact information and we will monitor the parts and service but to the time involved we request that this complaint be closed. Ms. [redacted] can always rebuttal if she needs to. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:The email they sent me today says 17.22 will be refunded so if I'm right some money is missing , sears I can count so want what happen to that 23.22 that's to be refunded . And I'm not out the woods yet , it's still not in my account .
Sincerely,
[redacted]
January 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer...
service and the condition of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that we have issued a refund of 2.00 to Mr. [redacted] Shop Your Way Rewards account and $63.29 for the shipment of 5 sets in which he stated he received only 2 broken sets. Mr. [redacted] was provided with instructions for returning the remaining sets and advised they would be refunded once they were received by our warehouse. Mr. [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 Mr. [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, [redacted] Regulatory Complaint Specialist [redacted]