September 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94[redacted] - Bo **
Dear Ms. [redacted],
We have completed the investigation of Mr. **'s complaint regarding his online order.
It is unfortunate that we failed Mr. **'s...
expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure Mr. ** that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this order further we found that the initial refund was processed on July 9, 2015. The refund was sent via US mail in two separate gift cards for $100.00 and the other for $35.42 which was shipped on July 13, 2015. We apologize for the delay in receiving the refund. Additionally, we hope that in the future Mr. ** 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. **'s concerns and 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 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. Within Ms. [redacted] rebuttal she asks for food loss reimbursement as well as a refund of her deductible. We feel it is important to remind Ms. [redacted] that she does not have her refrigerator covered by a Sears Protection Agreement. Ms. [redacted] has her refrigerator covered by a service contract administered by [redacted] (CCHS), not Sears. Therefore we are not able to provide Ms. [redacted] with her requested refund. We recommend Ms. [redacted] contact [redacted] at [redacted]. Since we have clarified that Ms. [redacted] will need to resolve her concerns with CCHS, our file remains closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 4, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Gary L. H[redacted] Dear [redacted] We have completed our...
investigation of Mr. H[redacted] complaint regarding his tractor. As Mr. H[redacted] noted, his tractor was purchased in November of 2016 and our return policy is only valid for 30 days from the date of purchase. Accordingly, a refund or exchange would not be possible under that policy and the terms of his manufacturer’s warranty would apply. Those terms note that repair is the only option unless the item is determined to be un-repairable and the cause is not linked to an external source such as misuse or negligence. Our technicians have been to Mr. H[redacted] residence on three separate occasions according to our records and even though they inspected the tractor including a test drive, nothing was found to be wrong. We want to point out to Mr. H[redacted] that the owner’s manual notes that inclines greater than 15 degrees should not be driven up or down on the tractor. If this is what Mr. H[redacted] is attempting, then that is contrary to the design of the tractor. Additionally, any hill or incline should be driven up or down more slowly than the speed used on a flat surface. Regardless, we have no records of any related recalls for this model on file from the manufacturer, which is [redacted]. In regard to the labeling on the tractor, Craftsman is a brand and [redacted] manufactures the tractors to our design specifications, but the item is a Craftsman branded tractor. Nothing has changed; the item is what was described to Mr. H[redacted] when he purchased it. In closing, we will continue to honor the terms of Mr. H[redacted] manufacturer’s warranty should the need arise, by providing service as necessary, but we are not obligated to honor his request as noted above; therefore, we have closed our file. We apologize to Mr. H[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
Initial Business Response /* (1000, 7, 2015/08/18) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have not fully completed the investigation of Mr.[redacted] complaint regarding...
Sears Home Services and repairs to his lawn tractor.
[redacted], Sears Home Services, Territory Contractor Services Manager provided the following response:
We are working with [redacted] Repair Service to have repairs completed to Mr.[redacted] unit. He is aware that parts are on order and we expect them to be received in the next few days. Currently, [redacted] from the office informed our office that [redacted] Repair Service is scheduled to return to the [redacted] home on Monday the 24th to complete the repairs. A follow up letter will advise when we have completed the repairs to Mr.[redacted] unit.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] Repair Service came last week and checked the lawn mower for the issues I reported. The owner of [redacted] repair ([redacted]) was the technician that showed up. After he checked the mower , he told me that he was going to order parts for the repair to the mower. Once they received the parts they would contact me when they would schedule a return to do the repairs. I have yet to receive a call from [redacted] Repair Service to find out when they would be returning. Once they contact me with a return date and time I will let you know. As of this time repairs have not been done.
Final Business Response /* (4000, 11, 2015/08/25) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have not fully completed the investigation of Mr.[redacted] rebuttal regarding Sears Home Services and repairs to his lawn tractor.
[redacted], Sears Home Services, Territory Contractor Services Manager provided the following response:
As noted in our initial correspondence, Sears worked with [redacted] Repair Service to have repairs completed to Mr.[redacted] unit. On Tuesday, August 25, 2015, I was contacted by [redacted] from [redacted] Repair Service who informed me that repairs to Mr.[redacted] unit have been completed. That said, I was also informed that Mr. [redacted] was satisfied with the repairs. At this time, since we have been advised that the repairs to Mr.[redacted] repairs have been completed, we ask that this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]
Final Consumer Response /* (2000, 13, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My thanks to the Revdex.com for their help in getting my problems with Sears. Without your help I still would not have my mower fixed. This is the second time I have had to use the Revdex.com to resolve a problem with Sears. When the Service Techs. were based out of the stores you could believe they would be at your home within 1 or 2 weeks to fix your issue.
I hope Sears will take this constructive criticism as a way to improve customer service in their Home Repair Division. After a home owner calls Sears to request service make available someone who can resolve issues with Repair Technicians who do not call to make appointments or at least give an approximate date when they will come.
When a Sears Customer Service Rep. whom answers the original call for service and promises to call the home owner the next day with information to at least make that phone call! I called Sears aqt least 6 time in an effort to find out who and when a service tech. would come. I never receive a follow up phone call from the Sears Rep.
January 17, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. It appears that the manufacturer issued a service bulletin for the problem that Mr. [redacted] was experiencing with his refrigerator; no ice production. A Sears technician returned to Mr. [redacted] home on January 16, 2017, and installed the insulator kit that the manufacturer recommended at no charge; completing the repair. With that said, since we have restored Mr. [redacted] refrigerator to proper working order, we ask that this matter be closed. Again, we apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Contact Name and Title: MELISSA [redacted]
October 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Robin [redacted] - # 94574447
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator.
First, we would like to apologize to Ms. [redacted] for any inconvenience and frustration she may have experienced with Sears Home Services. Although Ms. [redacted]'a refrigerator was not deemed un-repairable, due to the length of time the repair has been on going, our office authorized a replacement. After reviewing the features of Ms. [redacted] current refrigerator, it was determined that $999.99 would provide her with a comparable replacement. Regina Goode with unit 7385 advised Ms. [redacted] of the replacement on October 21, 2015. Per the conversation, Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, (919) 885-2889, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. Furthermore, the Master Protection Agreement (MPA) she carries on her current refrigerator should transfer to the new unit after delivery and run concurrently with the manufacturer's warranty; then, provided additional coverage until September 10, 2017. With that said, since an equitable resolution is being provided for Ms. [redacted], we ask that this matter be closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
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]
Complaint: [redacted]
I am rejecting this response because: No explanation as to where you came up with the refund. Where in the agreement did you base this amount off of. Your customer service in the call center is by far the worst I have ever delt with. An there has been no apology for the way you have treated us. Your repairmen care but the call center and management have not shown any concern.
Sincerely,
[redacted]
Revdex.com:
Best Home Furnishings was very proactive on the complaint I filed against them in Indiana. Even though, the repair was supposed to be handled by Sears, [redacted] called immediately after the complaint was filed. They then emailed me instructions and sent me replacement parts. It was as simple as unplugging the defective remote and plugging in the new. This happened August 30. Sears sent me round and round to 7 different phone numbers. I was tired of waiting on them, so I took [redacted]s recommendation. This can be closed out, but not because I was satisfied with Sears response, but because the chair was fixed by me with [redacted]s help.
Sincerely,
Lanny [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.
[redacted] was very helpful and was able to bring me not one but a second unit since the first replacement also leaked. I was very happy with the service she provided.
Sincerely,
[redacted]
February 4, 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...
washer. According to our records, Mr. [redacted] request was granted as the parts were sent, requiring no installation on our part as a one-time courtesy. 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] Specialist, Regulatory Complaints [redacted]
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
April 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the cancellation of her...
order and non-receipt of a refund after cancellation. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that Ms[redacted] filed a credit dispute due to the delay of her refund for her cancelled order. Her credit provider reversed the original charge and this action was approved by Sears. Therefore, Ms[redacted] will not see a refund directly from Sears on her statement. Additionally, our records show that sears.com issued a refund of 49,000 points to Ms. [redacted] Shop Your Way Rewards account on March 13, 2017. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and no further resolution can be offered at this time. 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]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago,...
IL 60611
Re: Becky [redacted] #94[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding Sears Home Services and repairs to her father's refrigerator.
Chris [redacted], Sears Home Services, Support Specialist, provided the following response:
We value Ms. [redacted]'s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home Services. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her service related expectations in regards to the repair of her father's refrigerator. Sears has processed three checks for Mr. [redacted]'s; the first is for $200.00 for food loss reimbursement. The next two checks total $949.32; this is to reimburse Mr. [redacted] for the out of pocket monies spent when he had to have his refrigerator repaired. The aforementioned checks should be received by Mr. [redacted] in the next 10/14 days. That said 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
March 6, 2017
[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 her dissatisfaction with the performance of her refrigerator and her request for an exchange.
Ms. [redacted] stated in her rebuttal that the temperature in the drawer was 48 degrees; however the technician’s notes did not confirm this reading. Since our technician did not report his finding to our Strategic Technical Assistance Center (STAC), we contacted Ms. [redacted] and offered to schedule service to get the temperature readings in all of the refrigerator drawers. Our technician has been instructed to report his findings, and take pictures for documentation; Ms. [redacted] agreed and service was scheduled.
On March 1, 2017 our technician arrived to assess the temperature issue. Our technician took photos and temperature readings in various areas of the refrigerator, the freezer, and in the compartments. The temperature readings in the refrigerator and drawers ranged from 37.4 – 42.1 degrees Fahrenheit; with an average temperature of 40.3 degrees Fahrenheit. Keep in mind that both the refrigerator and freezer doors had been open a while when the technician took the temperatures. It doesn’t take long for temperatures to rise when a door is open which is explains the one reading of 42.1 degrees. According to the owner’s manual page 8 the temperatures can be set for between 33.0 - 45.0 degrees Fahrenheit in the refrigerator and -5.0 - 5.0 degrees Fahrenheit in the freezer. It is best to have the refrigerator set between 36.0 – 38.0 degrees Fahrenheit & the freezer between -1.0 - 2.0 degrees Fahrenheit. If the temperatures are set too cold the appliance will be susceptible to excessive frost and freezing in the refrigerator. He reported his findings to STAC and it was determined that there is not an issue with the operation of this refrigerator.
We contacted Ms. [redacted] and informed her that the refrigerator has been confirmed more than once that it is working within specifications and does not qualify for an exchange. Since Ms. [redacted] is dissatisfied with her refrigerator, and as a good-will gesture, we offered Ms. [redacted] a 30% discount towards a new refrigerator from Sears; she declined the offer. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
July 18, 2016 [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...
refrigerator. We have arranged for Mr. [redacted] to receive the refrigerator he mentioned at no cost to himself as a courtesy. Currently, the delivery is scheduled for July 25, 2106. We want to thank Mr. [redacted] for bringing this matter to our attention and for his patience as well. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted] rebuttal regarding a refrigerator purchased from Sears Outlet. We have added Mr. and Mrs. [redacted] rebuttal comments to their case. Additionally we have directed our gift card department to devalue the gift card since it will not be used per the comments noted in the [redacted] rebuttal. We apologize that we were not able to come to a resolution acceptable to Mr. and Mrs. [redacted], that said our file remains closed. We apologize to Mr. and Mrs. [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]
Complaint: [redacted]
I am rejecting this response because: I have lost confidence in the fact that Sears is making a sincere effort to resolve this issue in good faith. I notified Sears and made them aware that I was not granted the 10% that I was owed off of my washer, dryer, and pedestal purchase. The 10% sale should have been granted just by me calling and requesting this, as per the African American male store manager at the Sears Outlet in Ontario,Ca. I am disappointed in the way in which I have had to chase down both Steve and Dorene which is what prompted me to file a Revdex.com complaint in the first place. I would like to provide you with a timeline of the inadequate and unprofessional service that has been provided to me since my purchase on 7/15/16.7/15/16 I purchased a washer, dryer, and pedestal from the Sears Outlet in Corona, Ca. I also purchased a pedestal over the phone from the Sears Outlet in Ontario, Ca. 7/16/16 I drove to pick up the pedestal from the Ontario store. XPO was scheduled to deliver the washer, dryer, and pedestal that I purchased from the Sears Outlet in Corona. Delivery was scheduled but I did not receive the products. Eric claimed that the unit did not have the proper screws and indicated that I needed to hire a plumber to install a new vent, 3/8th gas line and hot and cold hoses for the washer. I notified Jason from the Sears Outlet in Corona as well as the manager from XPO regarding Eric's unprofessionalism and requested that he not be sent back to my home. I contacted the plumber and was charged $80.00. the plumber indicated that I did not need anything and that my parts were fine. I drove to the Sears Outlet in Torrance and purchased items that I did not need. this was a waste of time, gas, and money.7/19/16 Delivery window was set from 10 to 12pm. they called me at 12:47pm. They were not supposed to deliver until 7/20. Had I known they were going to be there after noon, I would have made arrangements to be there. The delivery date was incorrect and they were still late and did not bother to call until after the fact.
Sincerely,
Ayesha [redacted]
Initial Business Response /* (1000, 5, 2015/04/06) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
April 6, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding the repair of her washer/dryer combination.
Prior to receiving [redacted] complaint from your agency, we were notified of his concerns through the Washington [redacted]. We investigated the matter and responded to the [redacted]l accordingly. The [redacted]l subsequently closed the case on April 1, 2015. We will provide your agency with the same information we provided the [redacted]l.
Prior to receiving [redacted] complaint, we found that he contacted our Protection Agreement Benefits Administration office for assistance. On March 9, 2015, he was provided with a refund for $119.36, for the repair that should have been covered under his protection agreement. Furthermore, [redacted] was offered a $500.00 voucher to replace his laundry center. [redacted] accepted the replacement voucher and is in the process of reselecting. With that said, since we have provided [redacted] with an equitable resolution, we have closed our file.
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.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
My main complaint for this time is the $138 cancellation fee on 4/3. Your company didn't stand by what you promise customer. Your staff told me that I can cancel the service at anytime without any obligations. Your company operates without any receipts or documents to customer. Just for fixing one problem, I had to make so many phone calls. There always is a problem after another problem. This is a very bad service. I complained thru Washington [redacted] for just one problem that you didn't want to fix my machine. This is another problem for you to refund my $138 for your wrong cancellation fee that you didn't keep your promise to customer. You may review my first complaint thru Revdex.com for a main reason why I want to cancel your service and my desire solution which is to refund my $138 and make sure to cancel the service. I have not received any documents (even an email) from your company that you cancel the service 100% completely.
Thanks for your consideration,
[redacted]
Final Business Response /* (4000, 9, 2015/04/12) */
April 12, 2015
[redacted]
[redacted]
We have completed the investigation of[redacted] rebuttal regarding the repair of her washer/dryer combination.
We have received[redacted] rebuttal regarding receiving $138.00 credit for cancelling her service agreement. Our offices reached out to [redacted] and she explained the numerous issues she had with our repair service and especially phone agents who were not helpful. Sears generally does not refund early cancellation of a protection agreement but as a one-time customer courtesy, have agreed to refund due to the poor customer experience she has had. I have processed a bank check in the amount of $138.00 and it will be received within 10-14 business days to [redacted] WA [redacted] which [redacted] verified is where she would like the check to be mailed. Because we have provided [redacted] with her requested resolution, we have closed our files.
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.
[redacted]
Complaint: [redacted]
I am rejecting this response because: It does not address my problem of buying a lemon lawn tractor.
Sincerely,
Jim [redacted]
September 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94[redacted] - Bo **
Dear Ms. [redacted],
We have completed the investigation of Mr. **'s complaint regarding his online order.
It is unfortunate that we failed Mr. **'s...
expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure Mr. ** that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this order further we found that the initial refund was processed on July 9, 2015. The refund was sent via US mail in two separate gift cards for $100.00 and the other for $35.42 which was shipped on July 13, 2015. We apologize for the delay in receiving the refund. Additionally, we hope that in the future Mr. ** 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. **'s concerns and 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 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. Within Ms. [redacted] rebuttal she asks for food loss reimbursement as well as a refund of her deductible. We feel it is important to remind Ms. [redacted] that she does not have her refrigerator covered by a Sears Protection Agreement. Ms. [redacted] has her refrigerator covered by a service contract administered by [redacted] (CCHS), not Sears. Therefore we are not able to provide Ms. [redacted] with her requested refund. We recommend Ms. [redacted] contact [redacted] at [redacted]. Since we have clarified that Ms. [redacted] will need to resolve her concerns with CCHS, our file remains closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 4, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Gary L. H[redacted] Dear [redacted] We have completed our...
investigation of Mr. H[redacted] complaint regarding his tractor. As Mr. H[redacted] noted, his tractor was purchased in November of 2016 and our return policy is only valid for 30 days from the date of purchase. Accordingly, a refund or exchange would not be possible under that policy and the terms of his manufacturer’s warranty would apply. Those terms note that repair is the only option unless the item is determined to be un-repairable and the cause is not linked to an external source such as misuse or negligence. Our technicians have been to Mr. H[redacted] residence on three separate occasions according to our records and even though they inspected the tractor including a test drive, nothing was found to be wrong. We want to point out to Mr. H[redacted] that the owner’s manual notes that inclines greater than 15 degrees should not be driven up or down on the tractor. If this is what Mr. H[redacted] is attempting, then that is contrary to the design of the tractor. Additionally, any hill or incline should be driven up or down more slowly than the speed used on a flat surface. Regardless, we have no records of any related recalls for this model on file from the manufacturer, which is [redacted]. In regard to the labeling on the tractor, Craftsman is a brand and [redacted] manufactures the tractors to our design specifications, but the item is a Craftsman branded tractor. Nothing has changed; the item is what was described to Mr. H[redacted] when he purchased it. In closing, we will continue to honor the terms of Mr. H[redacted] manufacturer’s warranty should the need arise, by providing service as necessary, but we are not obligated to honor his request as noted above; therefore, we have closed our file. We apologize to Mr. H[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
Initial Business Response /* (1000, 7, 2015/08/18) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have not fully completed the investigation of Mr.[redacted] complaint regarding...
Sears Home Services and repairs to his lawn tractor.
[redacted], Sears Home Services, Territory Contractor Services Manager provided the following response:
We are working with [redacted] Repair Service to have repairs completed to Mr.[redacted] unit. He is aware that parts are on order and we expect them to be received in the next few days. Currently, [redacted] from the office informed our office that [redacted] Repair Service is scheduled to return to the [redacted] home on Monday the 24th to complete the repairs. A follow up letter will advise when we have completed the repairs to Mr.[redacted] unit.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] Repair Service came last week and checked the lawn mower for the issues I reported. The owner of [redacted] repair ([redacted]) was the technician that showed up. After he checked the mower , he told me that he was going to order parts for the repair to the mower. Once they received the parts they would contact me when they would schedule a return to do the repairs. I have yet to receive a call from [redacted] Repair Service to find out when they would be returning. Once they contact me with a return date and time I will let you know. As of this time repairs have not been done.
Final Business Response /* (4000, 11, 2015/08/25) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have not fully completed the investigation of Mr.[redacted] rebuttal regarding Sears Home Services and repairs to his lawn tractor.
[redacted], Sears Home Services, Territory Contractor Services Manager provided the following response:
As noted in our initial correspondence, Sears worked with [redacted] Repair Service to have repairs completed to Mr.[redacted] unit. On Tuesday, August 25, 2015, I was contacted by [redacted] from [redacted] Repair Service who informed me that repairs to Mr.[redacted] unit have been completed. That said, I was also informed that Mr. [redacted] was satisfied with the repairs. At this time, since we have been advised that the repairs to Mr.[redacted] repairs have been completed, we ask that this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]
Final Consumer Response /* (2000, 13, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My thanks to the Revdex.com for their help in getting my problems with Sears. Without your help I still would not have my mower fixed. This is the second time I have had to use the Revdex.com to resolve a problem with Sears. When the Service Techs. were based out of the stores you could believe they would be at your home within 1 or 2 weeks to fix your issue.
I hope Sears will take this constructive criticism as a way to improve customer service in their Home Repair Division. After a home owner calls Sears to request service make available someone who can resolve issues with Repair Technicians who do not call to make appointments or at least give an approximate date when they will come.
When a Sears Customer Service Rep. whom answers the original call for service and promises to call the home owner the next day with information to at least make that phone call! I called Sears aqt least 6 time in an effort to find out who and when a service tech. would come. I never receive a follow up phone call from the Sears Rep.
January 17, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. It appears that the manufacturer issued a service bulletin for the problem that Mr. [redacted] was experiencing with his refrigerator; no ice production. A Sears technician returned to Mr. [redacted] home on January 16, 2017, and installed the insulator kit that the manufacturer recommended at no charge; completing the repair. With that said, since we have restored Mr. [redacted] refrigerator to proper working order, we ask that this matter be closed. Again, we apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Contact Name and Title: MELISSA [redacted]
October 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Robin [redacted] - # 94574447
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator.
First, we would like to apologize to Ms. [redacted] for any inconvenience and frustration she may have experienced with Sears Home Services. Although Ms. [redacted]'a refrigerator was not deemed un-repairable, due to the length of time the repair has been on going, our office authorized a replacement. After reviewing the features of Ms. [redacted] current refrigerator, it was determined that $999.99 would provide her with a comparable replacement. Regina Goode with unit 7385 advised Ms. [redacted] of the replacement on October 21, 2015. Per the conversation, Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, (919) 885-2889, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. Furthermore, the Master Protection Agreement (MPA) she carries on her current refrigerator should transfer to the new unit after delivery and run concurrently with the manufacturer's warranty; then, provided additional coverage until September 10, 2017. With that said, since an equitable resolution is being provided for Ms. [redacted], we ask that this matter be closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
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]
Complaint: [redacted]
I am rejecting this response because: No explanation as to where you came up with the refund. Where in the agreement did you base this amount off of. Your customer service in the call center is by far the worst I have ever delt with. An there has been no apology for the way you have treated us. Your repairmen care but the call center and management have not shown any concern.
Sincerely,
[redacted]
Revdex.com:
Best Home Furnishings was very proactive on the complaint I filed against them in Indiana. Even though, the repair was supposed to be handled by Sears, [redacted] called immediately after the complaint was filed. They then emailed me instructions and sent me replacement parts. It was as simple as unplugging the defective remote and plugging in the new. This happened August 30. Sears sent me round and round to 7 different phone numbers. I was tired of waiting on them, so I took [redacted]s recommendation. This can be closed out, but not because I was satisfied with Sears response, but because the chair was fixed by me with [redacted]s help.
Sincerely,
Lanny [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.
[redacted] was very helpful and was able to bring me not one but a second unit since the first replacement also leaked. I was very happy with the service she provided.
Sincerely,
[redacted]
February 4, 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...
washer. According to our records, Mr. [redacted] request was granted as the parts were sent, requiring no installation on our part as a one-time courtesy. 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] Specialist, Regulatory Complaints [redacted]
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
April 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the cancellation of her...
order and non-receipt of a refund after cancellation. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that Ms[redacted] filed a credit dispute due to the delay of her refund for her cancelled order. Her credit provider reversed the original charge and this action was approved by Sears. Therefore, Ms[redacted] will not see a refund directly from Sears on her statement. Additionally, our records show that sears.com issued a refund of 49,000 points to Ms. [redacted] Shop Your Way Rewards account on March 13, 2017. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and no further resolution can be offered at this time. 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]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago,...
IL 60611
Re: Becky [redacted] #94[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding Sears Home Services and repairs to her father's refrigerator.
Chris [redacted], Sears Home Services, Support Specialist, provided the following response:
We value Ms. [redacted]'s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home Services. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her service related expectations in regards to the repair of her father's refrigerator. Sears has processed three checks for Mr. [redacted]'s; the first is for $200.00 for food loss reimbursement. The next two checks total $949.32; this is to reimburse Mr. [redacted] for the out of pocket monies spent when he had to have his refrigerator repaired. The aforementioned checks should be received by Mr. [redacted] in the next 10/14 days. That said 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
March 6, 2017
[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 her dissatisfaction with the performance of her refrigerator and her request for an exchange.
Ms. [redacted] stated in her rebuttal that the temperature in the drawer was 48 degrees; however the technician’s notes did not confirm this reading. Since our technician did not report his finding to our Strategic Technical Assistance Center (STAC), we contacted Ms. [redacted] and offered to schedule service to get the temperature readings in all of the refrigerator drawers. Our technician has been instructed to report his findings, and take pictures for documentation; Ms. [redacted] agreed and service was scheduled.
On March 1, 2017 our technician arrived to assess the temperature issue. Our technician took photos and temperature readings in various areas of the refrigerator, the freezer, and in the compartments. The temperature readings in the refrigerator and drawers ranged from 37.4 – 42.1 degrees Fahrenheit; with an average temperature of 40.3 degrees Fahrenheit. Keep in mind that both the refrigerator and freezer doors had been open a while when the technician took the temperatures. It doesn’t take long for temperatures to rise when a door is open which is explains the one reading of 42.1 degrees. According to the owner’s manual page 8 the temperatures can be set for between 33.0 - 45.0 degrees Fahrenheit in the refrigerator and -5.0 - 5.0 degrees Fahrenheit in the freezer. It is best to have the refrigerator set between 36.0 – 38.0 degrees Fahrenheit & the freezer between -1.0 - 2.0 degrees Fahrenheit. If the temperatures are set too cold the appliance will be susceptible to excessive frost and freezing in the refrigerator. He reported his findings to STAC and it was determined that there is not an issue with the operation of this refrigerator.
We contacted Ms. [redacted] and informed her that the refrigerator has been confirmed more than once that it is working within specifications and does not qualify for an exchange. Since Ms. [redacted] is dissatisfied with her refrigerator, and as a good-will gesture, we offered Ms. [redacted] a 30% discount towards a new refrigerator from Sears; she declined the offer. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
July 18, 2016 [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...
refrigerator. We have arranged for Mr. [redacted] to receive the refrigerator he mentioned at no cost to himself as a courtesy. Currently, the delivery is scheduled for July 25, 2106. We want to thank Mr. [redacted] for bringing this matter to our attention and for his patience as well. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted] rebuttal regarding a refrigerator purchased from Sears Outlet. We have added Mr. and Mrs. [redacted] rebuttal comments to their case. Additionally we have directed our gift card department to devalue the gift card since it will not be used per the comments noted in the [redacted] rebuttal. We apologize that we were not able to come to a resolution acceptable to Mr. and Mrs. [redacted], that said our file remains closed. We apologize to Mr. and Mrs. [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]
Complaint: [redacted]
I am rejecting this response because: I have lost confidence in the fact that Sears is making a sincere effort to resolve this issue in good faith. I notified Sears and made them aware that I was not granted the 10% that I was owed off of my washer, dryer, and pedestal purchase. The 10% sale should have been granted just by me calling and requesting this, as per the African American male store manager at the Sears Outlet in Ontario,Ca. I am disappointed in the way in which I have had to chase down both Steve and Dorene which is what prompted me to file a Revdex.com complaint in the first place. I would like to provide you with a timeline of the inadequate and unprofessional service that has been provided to me since my purchase on 7/15/16.7/15/16 I purchased a washer, dryer, and pedestal from the Sears Outlet in Corona, Ca. I also purchased a pedestal over the phone from the Sears Outlet in Ontario, Ca. 7/16/16 I drove to pick up the pedestal from the Ontario store. XPO was scheduled to deliver the washer, dryer, and pedestal that I purchased from the Sears Outlet in Corona. Delivery was scheduled but I did not receive the products. Eric claimed that the unit did not have the proper screws and indicated that I needed to hire a plumber to install a new vent, 3/8th gas line and hot and cold hoses for the washer. I notified Jason from the Sears Outlet in Corona as well as the manager from XPO regarding Eric's unprofessionalism and requested that he not be sent back to my home. I contacted the plumber and was charged $80.00. the plumber indicated that I did not need anything and that my parts were fine. I drove to the Sears Outlet in Torrance and purchased items that I did not need. this was a waste of time, gas, and money.7/19/16 Delivery window was set from 10 to 12pm. they called me at 12:47pm. They were not supposed to deliver until 7/20. Had I known they were going to be there after noon, I would have made arrangements to be there. The delivery date was incorrect and they were still late and did not bother to call until after the fact.
Sincerely,
Ayesha [redacted]
Initial Business Response /* (1000, 5, 2015/04/06) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
April 6, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding the repair of her washer/dryer combination.
Prior to receiving [redacted] complaint from your agency, we were notified of his concerns through the Washington [redacted]. We investigated the matter and responded to the [redacted]l accordingly. The [redacted]l subsequently closed the case on April 1, 2015. We will provide your agency with the same information we provided the [redacted]l.
Prior to receiving [redacted] complaint, we found that he contacted our Protection Agreement Benefits Administration office for assistance. On March 9, 2015, he was provided with a refund for $119.36, for the repair that should have been covered under his protection agreement. Furthermore, [redacted] was offered a $500.00 voucher to replace his laundry center. [redacted] accepted the replacement voucher and is in the process of reselecting. With that said, since we have provided [redacted] with an equitable resolution, we have closed our file.
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.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
My main complaint for this time is the $138 cancellation fee on 4/3. Your company didn't stand by what you promise customer. Your staff told me that I can cancel the service at anytime without any obligations. Your company operates without any receipts or documents to customer. Just for fixing one problem, I had to make so many phone calls. There always is a problem after another problem. This is a very bad service. I complained thru Washington [redacted] for just one problem that you didn't want to fix my machine. This is another problem for you to refund my $138 for your wrong cancellation fee that you didn't keep your promise to customer. You may review my first complaint thru Revdex.com for a main reason why I want to cancel your service and my desire solution which is to refund my $138 and make sure to cancel the service. I have not received any documents (even an email) from your company that you cancel the service 100% completely.
Thanks for your consideration,
[redacted]
Final Business Response /* (4000, 9, 2015/04/12) */
April 12, 2015
[redacted]
[redacted]
We have completed the investigation of[redacted] rebuttal regarding the repair of her washer/dryer combination.
We have received[redacted] rebuttal regarding receiving $138.00 credit for cancelling her service agreement. Our offices reached out to [redacted] and she explained the numerous issues she had with our repair service and especially phone agents who were not helpful. Sears generally does not refund early cancellation of a protection agreement but as a one-time customer courtesy, have agreed to refund due to the poor customer experience she has had. I have processed a bank check in the amount of $138.00 and it will be received within 10-14 business days to [redacted] WA [redacted] which [redacted] verified is where she would like the check to be mailed. Because we have provided [redacted] with her requested resolution, we have closed our files.
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.
[redacted]