August 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]- Alexis W. [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding the charges related to her recent service...
appointment. As clarification, when a customer calls Sears for service, the customer service representatives advise the caller, in advance, as to what the minimum charge would be if there is no warranty coverage, for the technician to come to their home. Additionally, the customer is advised that once a diagnosis is complete, the technician will estimate the total cost of repair, which incorporates the minimum charge, and additional parts and labor. If the customer decides not to have the repair completed, they will have to pay the only the minimum charge. We would like to point out that we do not charge by an hourly rate. The charges for our services are based on job codes and not hourly rates, which is common in the repair industry. These job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the gas and labor to get to a customer’s home, and other incidentals. For consistency sake, all of our consumers are charged the same rate for comparable jobs. If we were to make an exception to this policy every time a consumer does not agree with our pricing, it would have far-reaching legal ramifications. We would have customers dictating to us what they felt were acceptable charges after we had already completed their repair. Our technician did point out what was wrong with the unit, made and adjustment and provided them with the cleaner to use on the unit. The at hand also seems to be that our technician should have given Ms. [redacted] an estimate before anything was done, giving her the change to decline or accept the additional charge beyond the diagnosis fee. We apologize and want Ms. [redacted] to know that we are addressing that locally. In this case, in the interest of consumer satisfaction, we have issued refunds for all but the $95.00 diagnosis fee, which is non-refundable. As such, we find that Ms. [redacted] is responsible for the charges that she agreed to pay and we are unable to honor her request to receive a full refund. 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 ([redacted]) [redacted]-7993Tammie.[redacted]@searshc.comTell us why here...
April 7, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding the yearly check up on her washer and...
dryer.
We have received [redacted] complaint and apologize that her washer was not looked at by our technician the same day her dryer was. Upon further investigation, it was determined that there was an error within our scheduling system and we have put forward this complaint to help resolve the issue so that further issues such as this can be averted. Because we value [redacted] patronage, we have processed a $50.00 gift card for any inconveniences that she may have experienced. The gift card will be received in 7-10 business days to the address listed on this complaint. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
September 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94568858 - Frances [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the problems she...
encountered when she scheduled service to repair her window AC unit.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Our records indicated that on September 4, 2015 the window AC unit was authorized for replacement because the parts were no longer available. Mr. [redacted] was provided the authorization information and instructions for the replacement. Ms. [redacted] has selected a new unit and it was delivered on 9/12/15. With that being said, since we have addressed the issues brought forth in Ms. [redacted]'s complaint we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]4 direct
Matilda.[redacted]@searshc.com
October 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted]omplaint regarding Sears Home Services. Upon researching...
Mr. [redacted]omplaint, we found that the last and only repair to his dryer was completed on September 8, 2016. The notes indicate that the technician installed a new drum, tested the unit and closed the service order indicating that the dryer was working properly. If there had been further issues with the dryer it is our contention that Mr. [redacted] would have scheduled another appointment, as our repairs carry a 90-day service guarantee. Also, we found no notes promising Mr. [redacted] any refund or other monetary compensation. Lastly, we were able to confirm that the old drum was removed from Mr. [redacted] home. With that said, based upon our findings, we are unable to honor Mr. [redacted] request for a refund. Therefore, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 19, 2018
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Michael C[redacted]
Dear [redacted]
We have completed the investigation of Mr. C[redacted] complaint regarding his dissatisfaction that the repair of his snow...
thrower was not completed in a timely manner.
Firstly, we would like to apologize for any inconvenience or frustration that Mr. C[redacted] may have experienced. We reviewed the service order notes and on January 26, 2018 our technician ordered a battery for the snow thrower. Regrettably, the battery was listed as no longer available and a parts research request was submitted. As clarification, when we receive notification from the manufacturer that a part is on back order or is no longer available, we have our parts research team located the part from an alternate source. On February 21, 2018 the battery was located and ordered for Mr. C[redacted] snow thrower; it was delivered on February 28, 2018. We contacted Mr. C[redacted], and he confirmed that he received the battery and the snow thrower is operation. With that being said, since we have addressed the issue brought forth in Mr. C[redacted] complaint, we have closed our file.
We apologize to Mr. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
January 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 a dryer he wished to...
purchase. District Manager Jim [redacted] has spoken with Mr. [redacted] and arrangements have been made to provide him with the dryer he wanted for the price in question. Free delivery will be granted as well. We apologize for any misunderstanding. At this time, we respectfully ask that this matter remain closed in the interim. 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]
November 16, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611
[redacted] [redacted]We have
completed our investigation of [redacted] complaint regarding the charge
for a recent...
service call on her dishwasher and her request for a refund.At
the time [redacted] called to schedule service through Sears Home Services, she
was apprised that since her dishwasher was no longer under warranty, she would
be scheduled as a cash call and responsible for a minimum non-refundable trip
charge of $69.00.The
call taker explained that regardless of whether the repair estimate is
accepted, a fee is due. Although we are within our rights to decline [redacted] request for a refund, we have processed a credit in the amount of
$69.0, as a one-time customer courtesy.
The credit was requested on November 16, 2015, so [redacted] can
expect to see it post to her [redacted] account ending in [redacted] in approximately five
to seven days from this date. With that
said, since we are providing [redacted] with her requested resolution, we
ask to have this matter closed.We apologize to [redacted] and appreciate the
opportunity to address this matter. Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: First: There is NO"Mrs. Prado" involved! It is me, MRL. [redacted] Second: I have NEVER requested a refund! Third: I have yet to speak with anyone from Sears, other than the telephone operator. On January 12, a person who identified himself as "Barry, Dallas Manager" left a message for me to return his call at [redacted] Stating that my call would be forwarded to him. On January 13, at 11:15 a.m., I returned the call and the operator told me he was out of the office on a job site would not return to his office until 5:00 p.m. I inquired if he did not have a phone that he could be reached and she said, "Yes, please hold." She then came back and told me that she had left him a detailed message and he would call me back. To date, I have not received a call back from him. And most certainly I have NOT spoken to anyone from Sears. Their stating that I have refused a call to return is down right UNTRUTHFUL! I called this morning, January 16, and the operator told me the offices were closed because of the holiday. I was not satisfied with the work performed initially and I so noted it on the statement at the time that I paid. Further, when I made the call to schedule the service call, I specifically stated to the operator that the outside vent was broken and I would like it replaced! She said she would make a note on the call. When the tech showed up he knew nothing about it and said they did not do that but he could go buy one and replace it. If they had told me that initially, I would perhaps had contacted some other service company. My complaint is NOT that I want a refund, it's my concern that instead of cleaning out the vent, it was clogged up since they entered from the outside to the inside and did nothing in the interior where there is more likely to cause a fire. That is what prompted my initial call on December 7th, which they never responded, and initiated my complaint with Revdex.com, because clothes are taking too long to dry causing me to use more energy and I didn't have that problem before. Sears is being UNTRUTHFUL in their response to you. Other than the message he left, when I was away from home, I have not spoken with anyone from Sears.
Sincerely,
[redacted]
January 11, 2017
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Ms. [redacted] complaint regarding her recent online...
experience. We apologize for the delay in responding to this complaint. We forwarded this matter to Sears’ Detail Control Center to research further and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may contact me via email at [redacted] We apologize again 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
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...
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding setting a repair for her over...
the range microwave. The contact phone number provided by Ms. [redacted] has a fax machine answering therefore we were not able to speak to Ms. [redacted] That being said we show no service orders made by her for Sears to review and repair the microwave. We do show she has an MPA and is covered for service until 2019. Ms. [redacted] need only contact Sears at [redacted], thats [redacted] and request service. If she still requires assistance, she can contact me via email at [redacted] or via phone at [redacted] In the interim, we will consider Ms. [redacted] matter closed at this time. We apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding service on his refrigerator. As clarification,...
Sears and A&E Factory service are one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to [redacted]. We would also like to point out that our contract with [redacted] states that we contact and deal directly with [redacted] on repairs. With that being said despite Mr. [redacted] allegations the 2011 Kenmore refrigerator, model # [redacted] does not have a recall nor do we have a service history on the refrigerator before September of 2016. As per our contract with [redacted] we informed them of the outcome of each repair. Mr. [redacted] will need to address his request for food loss and other such compensation requests with his warranty provider, [redacted]. It is important to point out that on the service scheduled February 2, 2017 we noted there was a non-repairable leaking coming from the discharge tube in the cavity of the refrigerator and [redacted] was informed of our findings. Mr. [redacted] will need to contact [redacted] for further assistance with his refrigerator. Since we have explained why we are unable to honor his request for a replacement of the refrigerator, we have closed this case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 3, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Teresa M. B[redacted] Dear [redacted]We have completed the investigation of Ms. B[redacted] complaint regarding her customer service experience upon the delivery of her...
purchased fridge.After reviewing Ms. B[redacted] complaint and our records, we were able to determine that on the day of delivering her purchased appliance, the delivery drivers called customer service to report that the fridge did not fit through the front doorway. We would like to clarify that if the delivery drivers find that it may be a liability issue to attempt to complete the install of an appliance, they will not attempt to force the merchandise through a doorway as this may cause damage to the customer’s home and the appliance. Our records show that once Ms. B[redacted] was informed of this, she decided to return back to the selling store and reselect a smaller fridge. On August 24, 2017 a check in the original amount paid of $1,435.96 was issued to Ms. B[redacted] Since we were able to confirm that Ms. B[redacted] was credited accordingly, 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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Kimberly S[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. S[redacted] complaint regarding the Sears Home Warranty. We would first like to point...
out that [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] (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. S[redacted] contract. We were informed by CCHS of the following: “We have reimbursed a partial refund of $59.37 to the customer. The balance of the premium is $220.59 and as a courtesy, we are in the process of reimbursing this as well.” If Ms. S[redacted] is still in need of assistance she can contact her case manager at CCHS; Kemisha [redacted]-B[redacted] at [redacted] In the mean time since CCHS is addressing the issue we have closed this case. We apologize to Ms. S[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] Vanessa.L.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.
July 13, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – [redacted] and [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted]’s complaint regarding their recent...
online order experience and request for a refund. It is unfortunate that we failed Mr. and Mrs. [redacted]’s expectations as we value their patronage. We can assure the [redacted]’s that their 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 found that Sears Online processed a full refund of $1139.90 on July 11, 2016. For the [redacted]’s records the return receipt number is [redacted]. Additionally, we hope that in the future Mr. and Mrs. [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 the [redacted]’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
June 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] rebuttal to our previous response. Understandably, Ms. [redacted] is disappointed with our decision, but it is based upon the technician’s findings and the terms of the manufacturer’s warranty. First, the technician that examined Ms. [redacted] lawn mower is an experienced technician who is more than qualified to diagnose her lawn mower. During his examination of the lawn mower, he found that Ms. [redacted] had over-filled the unit, which subsequently caused a problem with the spark plug and clogged the carburetor. These conditions are a result of improper maintenance and/or use which is not covered under the warranty. The warranty states that “Sears may deny you warranty coverage if your small off-road engine or a part has failed due to abuse, neglect, improper maintenance or unapproved modifications.” Due to the technician’s findings, it was determined that no accommodations should be granted to Ms. [redacted] and that she would need to pay the diagnostic fee to retrieve her lawn mower. With that said, we have documented Ms. [redacted] additional comments, but find that no new information has been provided to warrant a change in our decision. Therefore, we ask that this matter remain closed. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 8, 2015/05/19) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
May 19, 2015
[redacted]
[redacted]
We...
have completed the investigation of [redacted] complaint regarding her online order.
After researching the complaint filed, we found that[redacted] and previously been in contact with Online Solutions, Sears' escalated complaint department. Online Solutions verified[redacted] charged from March 29, 2015. The system showed that the order went into a cancelled status on May 1, 2015. Accordingly, the refund was automatically processed. It is unfortunate that we failed [redacted] expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure[redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Finally, as a gesture of goodwill we mailed a $100.00 gift card to[redacted] billing address for the delay. Additionally, we hope that in the future[redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. Should[redacted] have any further questions or concerns, she may contact Online Solutions at[redacted]. In the interim, we have noted [redacted] 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,
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
December 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Jack B[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. B[redacted] complaint regarding his dissatisfaction with...
multiple attempts to repair his dishwasher and his subsequent request for a replacement. As Clarification, the Sears Master Protection Agreement Mr. B[redacted] purchased for his dishwasher is a repair agreement, foremost, and as such the Agreement offers as many repairs as needed to keep the covered item in proper working condition. Replacement is offered in instances where 4 functional part failures have occurred on at least 4 separate completed service orders, or when an item cannot be repaired due to a lack of parts or technical information. It may also be important to mention that Sears Protection Agreements and manufacturer’s warranties do not promise that service will be completed within any specific period or time frame. With this having been said, we can certainly understand Mr. B[redacted] frustration with his repair experience and would like to assure him that his concerns have been forwarded to management for review. Upon receipt of this complaint, we revealed that Ms. B[redacted] was assisted by Executive Member Services Representative Heather M[redacted] His request for a replacement dishwasher was honored and his new [redacted] washer was installed on October 3, 2017. If he has any further questions or concerns about this issue, she is welcome to contact Ms. M[redacted] at [redacted] extension [redacted] for further assistance. Since we have provided the requested resolution, we have closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
November 21, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mr. Jimmie [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and...
request for a refund of the returned merchandise. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted], [redacted], Email: [redacted] and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order and discussing this matter with Mr. [redacted] we found that he initially contacted Sears to place the order for a water softener. It was a Sears Online agent that placed the order and selected the merchandise from a Third Party Seller instead of from Sears. As such, we have submitted a request to issue the full refund back to Mr. [redacted] account within 3 to 5 business days since the merchandise has been returned to the seller. In closure, since we have processed a full refund accordingly, 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]- Alexis W. [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding the charges related to her recent service...
appointment. As clarification, when a customer calls Sears for service, the customer service representatives advise the caller, in advance, as to what the minimum charge would be if there is no warranty coverage, for the technician to come to their home. Additionally, the customer is advised that once a diagnosis is complete, the technician will estimate the total cost of repair, which incorporates the minimum charge, and additional parts and labor. If the customer decides not to have the repair completed, they will have to pay the only the minimum charge. We would like to point out that we do not charge by an hourly rate. The charges for our services are based on job codes and not hourly rates, which is common in the repair industry. These job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the gas and labor to get to a customer’s home, and other incidentals. For consistency sake, all of our consumers are charged the same rate for comparable jobs. If we were to make an exception to this policy every time a consumer does not agree with our pricing, it would have far-reaching legal ramifications. We would have customers dictating to us what they felt were acceptable charges after we had already completed their repair. Our technician did point out what was wrong with the unit, made and adjustment and provided them with the cleaner to use on the unit. The at hand also seems to be that our technician should have given Ms. [redacted] an estimate before anything was done, giving her the change to decline or accept the additional charge beyond the diagnosis fee. We apologize and want Ms. [redacted] to know that we are addressing that locally. In this case, in the interest of consumer satisfaction, we have issued refunds for all but the $95.00 diagnosis fee, which is non-refundable. As such, we find that Ms. [redacted] is responsible for the charges that she agreed to pay and we are unable to honor her request to receive a full refund. 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 ([redacted]) [redacted]-7993Tammie.[redacted]@searshc.comTell us why here...
April 7, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding the yearly check up on her washer and...
dryer.
We have received [redacted] complaint and apologize that her washer was not looked at by our technician the same day her dryer was. Upon further investigation, it was determined that there was an error within our scheduling system and we have put forward this complaint to help resolve the issue so that further issues such as this can be averted. Because we value [redacted] patronage, we have processed a $50.00 gift card for any inconveniences that she may have experienced. The gift card will be received in 7-10 business days to the address listed on this complaint. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
September 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94568858 - Frances [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the problems she...
encountered when she scheduled service to repair her window AC unit.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Our records indicated that on September 4, 2015 the window AC unit was authorized for replacement because the parts were no longer available. Mr. [redacted] was provided the authorization information and instructions for the replacement. Ms. [redacted] has selected a new unit and it was delivered on 9/12/15. With that being said, since we have addressed the issues brought forth in Ms. [redacted]'s complaint we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]4 direct
Matilda.[redacted]@searshc.com
October 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted]omplaint regarding Sears Home Services. Upon researching...
Mr. [redacted]omplaint, we found that the last and only repair to his dryer was completed on September 8, 2016. The notes indicate that the technician installed a new drum, tested the unit and closed the service order indicating that the dryer was working properly. If there had been further issues with the dryer it is our contention that Mr. [redacted] would have scheduled another appointment, as our repairs carry a 90-day service guarantee. Also, we found no notes promising Mr. [redacted] any refund or other monetary compensation. Lastly, we were able to confirm that the old drum was removed from Mr. [redacted] home. With that said, based upon our findings, we are unable to honor Mr. [redacted] request for a refund. Therefore, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 19, 2018
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Michael C[redacted]
Dear [redacted]
We have completed the investigation of Mr. C[redacted] complaint regarding his dissatisfaction that the repair of his snow...
thrower was not completed in a timely manner.
Firstly, we would like to apologize for any inconvenience or frustration that Mr. C[redacted] may have experienced. We reviewed the service order notes and on January 26, 2018 our technician ordered a battery for the snow thrower. Regrettably, the battery was listed as no longer available and a parts research request was submitted. As clarification, when we receive notification from the manufacturer that a part is on back order or is no longer available, we have our parts research team located the part from an alternate source. On February 21, 2018 the battery was located and ordered for Mr. C[redacted] snow thrower; it was delivered on February 28, 2018. We contacted Mr. C[redacted], and he confirmed that he received the battery and the snow thrower is operation. With that being said, since we have addressed the issue brought forth in Mr. C[redacted] complaint, we have closed our file.
We apologize to Mr. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
January 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 a dryer he wished to...
purchase. District Manager Jim [redacted] has spoken with Mr. [redacted] and arrangements have been made to provide him with the dryer he wanted for the price in question. Free delivery will be granted as well. We apologize for any misunderstanding. At this time, we respectfully ask that this matter remain closed in the interim. 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]
November 16, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611
[redacted] [redacted]We have
completed our investigation of [redacted] complaint regarding the charge
for a recent...
service call on her dishwasher and her request for a refund.At
the time [redacted] called to schedule service through Sears Home Services, she
was apprised that since her dishwasher was no longer under warranty, she would
be scheduled as a cash call and responsible for a minimum non-refundable trip
charge of $69.00.The
call taker explained that regardless of whether the repair estimate is
accepted, a fee is due. Although we are within our rights to decline [redacted] request for a refund, we have processed a credit in the amount of
$69.0, as a one-time customer courtesy.
The credit was requested on November 16, 2015, so [redacted] can
expect to see it post to her [redacted] account ending in [redacted] in approximately five
to seven days from this date. With that
said, since we are providing [redacted] with her requested resolution, we
ask to have this matter closed.We apologize to [redacted] and appreciate the
opportunity to address this matter. Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: First: There is NO"Mrs. Prado" involved! It is me, MRL. [redacted] Second: I have NEVER requested a refund! Third: I have yet to speak with anyone from Sears, other than the telephone operator. On January 12, a person who identified himself as "Barry, Dallas Manager" left a message for me to return his call at [redacted] Stating that my call would be forwarded to him. On January 13, at 11:15 a.m., I returned the call and the operator told me he was out of the office on a job site would not return to his office until 5:00 p.m. I inquired if he did not have a phone that he could be reached and she said, "Yes, please hold." She then came back and told me that she had left him a detailed message and he would call me back. To date, I have not received a call back from him. And most certainly I have NOT spoken to anyone from Sears. Their stating that I have refused a call to return is down right UNTRUTHFUL! I called this morning, January 16, and the operator told me the offices were closed because of the holiday. I was not satisfied with the work performed initially and I so noted it on the statement at the time that I paid. Further, when I made the call to schedule the service call, I specifically stated to the operator that the outside vent was broken and I would like it replaced! She said she would make a note on the call. When the tech showed up he knew nothing about it and said they did not do that but he could go buy one and replace it. If they had told me that initially, I would perhaps had contacted some other service company. My complaint is NOT that I want a refund, it's my concern that instead of cleaning out the vent, it was clogged up since they entered from the outside to the inside and did nothing in the interior where there is more likely to cause a fire. That is what prompted my initial call on December 7th, which they never responded, and initiated my complaint with Revdex.com, because clothes are taking too long to dry causing me to use more energy and I didn't have that problem before. Sears is being UNTRUTHFUL in their response to you. Other than the message he left, when I was away from home, I have not spoken with anyone from Sears.
Sincerely,
[redacted]
January 11, 2017
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Ms. [redacted] complaint regarding her recent online...
experience. We apologize for the delay in responding to this complaint. We forwarded this matter to Sears’ Detail Control Center to research further and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may contact me via email at [redacted] We apologize again 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
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...
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding setting a repair for her over...
the range microwave. The contact phone number provided by Ms. [redacted] has a fax machine answering therefore we were not able to speak to Ms. [redacted] That being said we show no service orders made by her for Sears to review and repair the microwave. We do show she has an MPA and is covered for service until 2019. Ms. [redacted] need only contact Sears at [redacted], thats [redacted] and request service. If she still requires assistance, she can contact me via email at [redacted] or via phone at [redacted] In the interim, we will consider Ms. [redacted] matter closed at this time. We apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding service on his refrigerator. As clarification,...
Sears and A&E Factory service are one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to [redacted]. We would also like to point out that our contract with [redacted] states that we contact and deal directly with [redacted] on repairs. With that being said despite Mr. [redacted] allegations the 2011 Kenmore refrigerator, model # [redacted] does not have a recall nor do we have a service history on the refrigerator before September of 2016. As per our contract with [redacted] we informed them of the outcome of each repair. Mr. [redacted] will need to address his request for food loss and other such compensation requests with his warranty provider, [redacted]. It is important to point out that on the service scheduled February 2, 2017 we noted there was a non-repairable leaking coming from the discharge tube in the cavity of the refrigerator and [redacted] was informed of our findings. Mr. [redacted] will need to contact [redacted] for further assistance with his refrigerator. Since we have explained why we are unable to honor his request for a replacement of the refrigerator, we have closed this case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 3, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Teresa M. B[redacted] Dear [redacted]We have completed the investigation of Ms. B[redacted] complaint regarding her customer service experience upon the delivery of her...
purchased fridge.After reviewing Ms. B[redacted] complaint and our records, we were able to determine that on the day of delivering her purchased appliance, the delivery drivers called customer service to report that the fridge did not fit through the front doorway. We would like to clarify that if the delivery drivers find that it may be a liability issue to attempt to complete the install of an appliance, they will not attempt to force the merchandise through a doorway as this may cause damage to the customer’s home and the appliance. Our records show that once Ms. B[redacted] was informed of this, she decided to return back to the selling store and reselect a smaller fridge. On August 24, 2017 a check in the original amount paid of $1,435.96 was issued to Ms. B[redacted] Since we were able to confirm that Ms. B[redacted] was credited accordingly, 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
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Kimberly S[redacted] Dear Ms. [redacted] We have completed our investigation of Ms. S[redacted] complaint regarding the Sears Home Warranty. We would first like to point...
out that [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] (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. S[redacted] contract. We were informed by CCHS of the following: “We have reimbursed a partial refund of $59.37 to the customer. The balance of the premium is $220.59 and as a courtesy, we are in the process of reimbursing this as well.” If Ms. S[redacted] is still in need of assistance she can contact her case manager at CCHS; Kemisha [redacted]-B[redacted] at [redacted] In the mean time since CCHS is addressing the issue we have closed this case. We apologize to Ms. S[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] Vanessa.L.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.
July 13, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – [redacted] and [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted]’s complaint regarding their recent...
online order experience and request for a refund. It is unfortunate that we failed Mr. and Mrs. [redacted]’s expectations as we value their patronage. We can assure the [redacted]’s that their 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 found that Sears Online processed a full refund of $1139.90 on July 11, 2016. For the [redacted]’s records the return receipt number is [redacted]. Additionally, we hope that in the future Mr. and Mrs. [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 the [redacted]’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
June 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] rebuttal to our previous response. Understandably, Ms. [redacted] is disappointed with our decision, but it is based upon the technician’s findings and the terms of the manufacturer’s warranty. First, the technician that examined Ms. [redacted] lawn mower is an experienced technician who is more than qualified to diagnose her lawn mower. During his examination of the lawn mower, he found that Ms. [redacted] had over-filled the unit, which subsequently caused a problem with the spark plug and clogged the carburetor. These conditions are a result of improper maintenance and/or use which is not covered under the warranty. The warranty states that “Sears may deny you warranty coverage if your small off-road engine or a part has failed due to abuse, neglect, improper maintenance or unapproved modifications.” Due to the technician’s findings, it was determined that no accommodations should be granted to Ms. [redacted] and that she would need to pay the diagnostic fee to retrieve her lawn mower. With that said, we have documented Ms. [redacted] additional comments, but find that no new information has been provided to warrant a change in our decision. Therefore, we ask that this matter remain closed. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 8, 2015/05/19) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
May 19, 2015
[redacted]
[redacted]
We...
have completed the investigation of [redacted] complaint regarding her online order.
After researching the complaint filed, we found that[redacted] and previously been in contact with Online Solutions, Sears' escalated complaint department. Online Solutions verified[redacted] charged from March 29, 2015. The system showed that the order went into a cancelled status on May 1, 2015. Accordingly, the refund was automatically processed. It is unfortunate that we failed [redacted] expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure[redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Finally, as a gesture of goodwill we mailed a $100.00 gift card to[redacted] billing address for the delay. Additionally, we hope that in the future[redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. Should[redacted] have any further questions or concerns, she may contact Online Solutions at[redacted]. In the interim, we have noted [redacted] 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,
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
December 21, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Jack B[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. B[redacted] complaint regarding his dissatisfaction with...
multiple attempts to repair his dishwasher and his subsequent request for a replacement. As Clarification, the Sears Master Protection Agreement Mr. B[redacted] purchased for his dishwasher is a repair agreement, foremost, and as such the Agreement offers as many repairs as needed to keep the covered item in proper working condition. Replacement is offered in instances where 4 functional part failures have occurred on at least 4 separate completed service orders, or when an item cannot be repaired due to a lack of parts or technical information. It may also be important to mention that Sears Protection Agreements and manufacturer’s warranties do not promise that service will be completed within any specific period or time frame. With this having been said, we can certainly understand Mr. B[redacted] frustration with his repair experience and would like to assure him that his concerns have been forwarded to management for review. Upon receipt of this complaint, we revealed that Ms. B[redacted] was assisted by Executive Member Services Representative Heather M[redacted] His request for a replacement dishwasher was honored and his new [redacted] washer was installed on October 3, 2017. If he has any further questions or concerns about this issue, she is welcome to contact Ms. M[redacted] at [redacted] extension [redacted] for further assistance. Since we have provided the requested resolution, we have closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
November 21, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mr. Jimmie [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and...
request for a refund of the returned merchandise. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted], [redacted], Email: [redacted] and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order and discussing this matter with Mr. [redacted] we found that he initially contacted Sears to place the order for a water softener. It was a Sears Online agent that placed the order and selected the merchandise from a Third Party Seller instead of from Sears. As such, we have submitted a request to issue the full refund back to Mr. [redacted] account within 3 to 5 business days since the merchandise has been returned to the seller. In closure, since we have processed a full refund accordingly, 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation