March 6, 2017
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Harry L [redacted]
Dear Ms. Virghes:
We have completed the investigation of Mr. [redacted] rebuttal to the response we provided regarding the problem he encountered when he attempted to return his necklace after the 30-day return period.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that with the quality of the necklace the fact remains that the return period has expired and he did not purchase a jewelry care plan. As far as Mr. [redacted] request for refund is concerned, we did not find that this was warranted, particularly since the store manager offered to repair the necklace at no charge. As this decision is commensurate to the circumstances, we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda Seelig
Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct [email protected]
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...
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] I am pleased with the service I received. The technician Shane was wonderful.
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Erica R C[redacted] Dear [redacted] We have completed our investigation of Ms. C[redacted] complaint. We would first like to point out that [redacted]...
[redacted] Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. C[redacted] contract. We reached out to CCHS and were informed that Ms. C[redacted] replair claim for her dishwasher was denied due to the service tech found the pump full of broken glass and debris per the Sears Home Warranty Terms and Conditions repairs due to mechanical failure only. IV. GENERAL EXCLUSIONS AND LIMITATIONS 3. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as, without limitation: abuse, misuse or neglect; improper installation; improper or insufficient maintenance; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. Since the needed repairs were due to improper maintenance they were denied. We show Ms. C[redacted] cancelled her warranty. Since we have addressed Ms. C[redacted] complaint and no other actions are needed we have closed this case. We apologize to Ms. C[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, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 12, 2016 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Ghianni [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]’s complaint regarding his recent online order experience and...
request for a refund. It is unfortunate that we failed Mr. [redacted]’s expectations as we value his patronage. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we show that a refund was processed on June 30, 2016, for a full refund of $982.28. Mr. [redacted] can expect to show this credit post to his account within 3 to 5 business days or depending on his financial institutions timeframe. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted]’s concerns and we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer service, during the...
replacement process of his treadmill. It is unfortunate that we failed Mr. [redacted] expectations with the recent replacement process for his parent’s treadmill. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his 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 he was treated and that we truly regret that the misinformation he received regarding the replacement caused him any inconvenience. We respectfully ask that this matter be closed, since we have delivered and installed the treadmill and noted Mr. [redacted] candid feedback. Again, we apologize to Mr. [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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: The answer is insincere and does not address my initial concern that Sears held my money for 15 days before they even began to process the refund. The customer service was terrible, and Sears tried to pass responsibility back onto my bank, which ADDED to the time it took me to get a refund. This is NOT their money, it is mine, and they took it immediately, but intentionally delayed and deflected to slow the refund process down.
Sincerely,
Michael [redacted]
March 16, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Teska J[redacted] Dear [redacted]We have completed the investigation of Ms. J[redacted] complaint regarding the mattress set that she purchased on July 02, 2017.We...
would like to clarify that there are two ways we can process a mattress exchange for our customers. The first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases 60 days though some manufacturers offer an extended period for foam style mattresses. When a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock fee. After the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warranty. For the latter, the only way to submit a claim is to comply with the claims process. This involves taking specific pictures that are required to support the claim. We feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms. J[redacted] case, our records show that once customer service received the necessary documentation in order to determine if she qualified for a warranty exchange, her claim was approved. Our records show that an exchange is currently pending for March 17, 2018. In addition, our records also show that the price difference was waived as a courtesy for her so she did pay any additional monies for her exchange. At this time, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] - Isaac [redacted] Dear Ms. [redacted]: We have not fully completed our investigation Mr. [redacted] complaint regarding his snow blower. Once we have completed our research we...
will provide an update of the situation and actions taken. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[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]
March 1, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the charges he was...
assessed for a part ordered by our technician. As clarification, the parts we sell through Sears PartsDirect are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricing. The parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use them. Additionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing it. In the case of electronic controls boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part. When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that part. So if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refund. This retail price reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some way. Some parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expenses. It is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves. We would also note that our PartsDirect business is operated separately from our Product Repair Services business and the latter business does not have any policy or promotion that advises that we would match any prices, external or internal, on parts or on labor With that said, since Mr. [redacted] had a Service Smart Agreement (SSA) there was not a choice involved since a repair would entail service providing the part. The price of that part was the same charge that would have been assessed whether Mr. [redacted] had an SSA with a $500.00 cap on the repair cost, a Master Protection Agreement that does not have a cap on the repair cost, a manufacturer’s warranty, or if it was a cash call not covered under any warranty or service contract. If the repair was not covered under the SSA, for instance if it was a part damaged through improper use, then the contract would provide a 25% discount on the part and labor but the other 75% would be an out-of-pocket expense rather than paid for under a service contract. In Mr. [redacted]’s case, the repair was covered so the only amount he owed was the amount over his $500.00 cap. This means the amount we collected above the $500.00 cap was a valid charge and as such, Mr. [redacted] would not be entitled to any refund. With that said, since we have explained how our pricing structure works on our Sears PartsDirect website versus our in-home repair service, 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[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]
December 7, 2017 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted]- Paul [redacted] Dear...
Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his air conditioning system. According to our records, a settlement agreement with a proposal to provide Mr. [redacted] with a check for the value of a comparable item was sent to him. 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,Tammie [redacted]Specialist, Regulatory ComplaintsEmail: Tammie.[redacted]@searshc.com
July 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Ivan [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with receiving a...
single twin box spring instead of 2 needed to serve as a foundation for his king size bed. It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Store. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, Gilberto [redacted] Manager for Sears Store number 1027, informed us that his personnel verified an issue with the sears.com description and agreed to order a second box spring for Mr. [redacted] at no cost. Our records indicate that the item was expected to be ready for pick up on July 8, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. 87741
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]
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. Hope to have a better experience from the repair people for all of my appliances. Please also understand that I am a male customer as such, I should be addressed as Mr. [redacted].
Sincerely,
[redacted]
May 5, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dishwasher purchase.Upon receipt of Mr....
[redacted] complaint we notified his local service unit of his issues. They were able to dispatch a technician to the home and everything appeared to be working fine. Mr. [redacted] has a contact at the local unit if he encounters any further issues in receiving service. WE would also note that he mentioned his warranty would be expiring soon and we show that he has a one year warranty that will not expire until February 24, 2018. At this time, since the dishwasher appears to be working as designed, 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 ComplaintsDirect Line: [redacted]Email: [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]
(The consumer indicated he/she ACCEPTED the response from the business.)
October 6, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Our File No: 183[redacted]
Revdex.com File No: 9[redacted] / Karen [redacted]
Via: Revdex.com website
Dear Ms. [redacted],
This letter serves as a response to Ms. [redacted] Revdex.com update provided on 9/24/2015. I emailed Ms. [redacted] on 9/24/2015 in an attempt to reach her to schedule a good time to discuss her concerns due to the time zone difference. I also called on 10/05/2015 and left voice messages on both numbers Ms. [redacted] has provided. I received an email response last night at 6:23 pm Eastern Standard time.
Ms. [redacted]' previous concerns listed in her original Revdex.com complaint stated that she has email correspondences in regards to a new sink. I requested that Ms. [redacted] send the email to me for my review. I did receive the email correspondence from Ms. [redacted], along with her dates of availability. I have reached out to the district office to coordinate an inspection day with Ms. [redacted]. In the meantime if Ms. [redacted] has any repair estimates of her own she would like to submit to me for my review I will be happy to look at them.
As far as [redacted] not getting back with Ms. [redacted] in a timely manner, I cannot speak for their process, but I will be happy to provide her with a contact so that she can discuss that with them. If you have any questions or concerns, please contact me at [redacted], or via email at Amanda.[redacted]@searshomepro.com.
Sincerely,
Amanda [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Karen [redacted]
March 18, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted]We have completed the investigation of [redacted] complaint regarding the installation of her replacement...
water heater. Upon review of the matter, it seems that the contractor did not follow proper process and a decision was made to refund the $264.00 in question as a result. [redacted] should have her check shortly if it has not reached her already.. We apologize for any misunderstanding. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted] Regulatory Complaint Specialist Sears Holdings Corporation[redacted] Tell us why here...
March 6, 2017
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Harry L [redacted]
Dear Ms. Virghes:
We have completed the investigation of Mr. [redacted] rebuttal to the response we provided regarding the problem he encountered when he attempted to return his necklace after the 30-day return period.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that with the quality of the necklace the fact remains that the return period has expired and he did not purchase a jewelry care plan. As far as Mr. [redacted] request for refund is concerned, we did not find that this was warranted, particularly since the store manager offered to repair the necklace at no charge. As this decision is commensurate to the circumstances, we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda Seelig
Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
[email protected]
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...
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] I am pleased with the service I received. The technician Shane was wonderful.
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Erica R C[redacted] Dear [redacted] We have completed our investigation of Ms. C[redacted] complaint. We would first like to point out that [redacted]...
[redacted] Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. C[redacted] contract. We reached out to CCHS and were informed that Ms. C[redacted] replair claim for her dishwasher was denied due to the service tech found the pump full of broken glass and debris per the Sears Home Warranty Terms and Conditions repairs due to mechanical failure only. IV. GENERAL EXCLUSIONS AND LIMITATIONS 3. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as, without limitation: abuse, misuse or neglect; improper installation; improper or insufficient maintenance; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. Since the needed repairs were due to improper maintenance they were denied. We show Ms. C[redacted] cancelled her warranty. Since we have addressed Ms. C[redacted] complaint and no other actions are needed we have closed this case. We apologize to Ms. C[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, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 12, 2016 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Ghianni [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]’s complaint regarding his recent online order experience and...
request for a refund. It is unfortunate that we failed Mr. [redacted]’s expectations as we value his patronage. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we show that a refund was processed on June 30, 2016, for a full refund of $982.28. Mr. [redacted] can expect to show this credit post to his account within 3 to 5 business days or depending on his financial institutions timeframe. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted]’s concerns and we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer service, during the...
replacement process of his treadmill. It is unfortunate that we failed Mr. [redacted] expectations with the recent replacement process for his parent’s treadmill. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his 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 he was treated and that we truly regret that the misinformation he received regarding the replacement caused him any inconvenience. We respectfully ask that this matter be closed, since we have delivered and installed the treadmill and noted Mr. [redacted] candid feedback. Again, we apologize to Mr. [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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: The answer is insincere and does not address my initial concern that Sears held my money for 15 days before they even began to process the refund. The customer service was terrible, and Sears tried to pass responsibility back onto my bank, which ADDED to the time it took me to get a refund. This is NOT their money, it is mine, and they took it immediately, but intentionally delayed and deflected to slow the refund process down.
Sincerely,
Michael [redacted]
March 16, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Teska J[redacted] Dear [redacted]We have completed the investigation of Ms. J[redacted] complaint regarding the mattress set that she purchased on July 02, 2017.We...
would like to clarify that there are two ways we can process a mattress exchange for our customers. The first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases 60 days though some manufacturers offer an extended period for foam style mattresses. When a mattress set is returned or exchange during the comfort window, the customer is liable for a delivery and a restock fee. After the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warranty. For the latter, the only way to submit a claim is to comply with the claims process. This involves taking specific pictures that are required to support the claim. We feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms. J[redacted] case, our records show that once customer service received the necessary documentation in order to determine if she qualified for a warranty exchange, her claim was approved. Our records show that an exchange is currently pending for March 17, 2018. In addition, our records also show that the price difference was waived as a courtesy for her so she did pay any additional monies for her exchange. At this time, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] - Isaac [redacted] Dear Ms. [redacted]: We have not fully completed our investigation Mr. [redacted] complaint regarding his snow blower. Once we have completed our research we...
will provide an update of the situation and actions taken. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[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]
March 1, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the charges he was...
assessed for a part ordered by our technician. As clarification, the parts we sell through Sears PartsDirect are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricing. The parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use them. Additionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing it. In the case of electronic controls boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part. When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that part. So if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refund. This retail price reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some way. Some parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expenses. It is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves. We would also note that our PartsDirect business is operated separately from our Product Repair Services business and the latter business does not have any policy or promotion that advises that we would match any prices, external or internal, on parts or on labor With that said, since Mr. [redacted] had a Service Smart Agreement (SSA) there was not a choice involved since a repair would entail service providing the part. The price of that part was the same charge that would have been assessed whether Mr. [redacted] had an SSA with a $500.00 cap on the repair cost, a Master Protection Agreement that does not have a cap on the repair cost, a manufacturer’s warranty, or if it was a cash call not covered under any warranty or service contract. If the repair was not covered under the SSA, for instance if it was a part damaged through improper use, then the contract would provide a 25% discount on the part and labor but the other 75% would be an out-of-pocket expense rather than paid for under a service contract. In Mr. [redacted]’s case, the repair was covered so the only amount he owed was the amount over his $500.00 cap. This means the amount we collected above the $500.00 cap was a valid charge and as such, Mr. [redacted] would not be entitled to any refund. With that said, since we have explained how our pricing structure works on our Sears PartsDirect website versus our in-home repair service, 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[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]
December 7, 2017 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted]- Paul [redacted] Dear...
Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his air conditioning system. According to our records, a settlement agreement with a proposal to provide Mr. [redacted] with a check for the value of a comparable item was sent to him. 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,Tammie [redacted]Specialist, Regulatory ComplaintsEmail: Tammie.[redacted]@searshc.com
July 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Ivan [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with receiving a...
single twin box spring instead of 2 needed to serve as a foundation for his king size bed. It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Store. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, Gilberto [redacted] Manager for Sears Store number 1027, informed us that his personnel verified an issue with the sears.com description and agreed to order a second box spring for Mr. [redacted] at no cost. Our records indicate that the item was expected to be ready for pick up on July 8, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. 87741
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]
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. Hope to have a better experience from the repair people for all of my appliances. Please also understand that I am a male customer as such, I should be addressed as Mr. [redacted].
Sincerely,
[redacted]
May 5, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dishwasher purchase.Upon receipt of Mr....
[redacted] complaint we notified his local service unit of his issues. They were able to dispatch a technician to the home and everything appeared to be working fine. Mr. [redacted] has a contact at the local unit if he encounters any further issues in receiving service. WE would also note that he mentioned his warranty would be expiring soon and we show that he has a one year warranty that will not expire until February 24, 2018. At this time, since the dishwasher appears to be working as designed, 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 ComplaintsDirect Line: [redacted]Email: [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]
(The consumer indicated he/she ACCEPTED the response from the business.)
October 6, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Our File No: 183[redacted]
Revdex.com File No: 9[redacted] / Karen [redacted]
Via: Revdex.com website
Dear Ms. [redacted],
This letter serves as a response to Ms. [redacted] Revdex.com update provided on 9/24/2015. I emailed Ms. [redacted] on 9/24/2015 in an attempt to reach her to schedule a good time to discuss her concerns due to the time zone difference. I also called on 10/05/2015 and left voice messages on both numbers Ms. [redacted] has provided. I received an email response last night at 6:23 pm Eastern Standard time.
Ms. [redacted]' previous concerns listed in her original Revdex.com complaint stated that she has email correspondences in regards to a new sink. I requested that Ms. [redacted] send the email to me for my review. I did receive the email correspondence from Ms. [redacted], along with her dates of availability. I have reached out to the district office to coordinate an inspection day with Ms. [redacted]. In the meantime if Ms. [redacted] has any repair estimates of her own she would like to submit to me for my review I will be happy to look at them.
As far as [redacted] not getting back with Ms. [redacted] in a timely manner, I cannot speak for their process, but I will be happy to provide her with a contact so that she can discuss that with them. If you have any questions or concerns, please contact me at [redacted], or via email at Amanda.[redacted]@searshomepro.com.
Sincerely,
Amanda [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Karen [redacted]
March 18, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted]We have completed the investigation of [redacted] complaint regarding the installation of her replacement...
water heater. Upon review of the matter, it seems that the contractor did not follow proper process and a decision was made to refund the $264.00 in question as a result. [redacted] should have her check shortly if it has not reached her already.. We apologize for any misunderstanding. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted] Regulatory Complaint Specialist Sears Holdings Corporation[redacted] Tell us why here...