Complaint: [redacted] I am rejecting this response because: The person who emailed me did not state they were from Sears! We had a misunderstanding, I was assuming it was from Chili's from our other complaint I had emailed back to the person stating the misunderstanding, however I did not received a response Again, we want the refund back to check not gift card as we will not be shopping at Sears anymore after this horrible incident Too many bad reviews all over the net scares us off pretty bad Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11595850, and find that this resolution is satisfactory to me Sincerely, Lisa [redacted]
June 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] : We have completed the investigation of Ms [redacted] complaint on behalf of her mother regarding her dissatisfaction with the performance of her washer and her request to return it after the 30-day return period We apologize if Ms***r was misinformed that the washer will only fill ¼ of the wayThe [redacted] washer that she purchased, model [redacted] is a high efficiency (HE) washer and the agitator uses sensing technology to adjust water levels per loadFurthermore, the manual states that the consumer should use HE detergentAlso, according to the trouble shooting section in the manual, it states that if the washer will not run or fill, then a possible cause is that the washer may be packed too tightly As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms [redacted] washer was delivered on April 13, 2016, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return period We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***r, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] request Again, we apologize to Ms***r and appreciate the opportunity to address this matterPlease 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...October 5, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] / Kimberly [redacted] Via: n [redacted] chicago.Revdex.com.org Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerWe went to Ms [redacted] home on 10/04/and are replacing parts, which have been ordered and will arrive in 2-weeks, at that time we will install the parts to repair If you have any questions or concerns, please contact me at 800-222- [redacted] x ***, or via email at Jeanne [redacted] @searshomepro.com Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Kimberly [redacted] /1st Class Postage
April 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her purchase First of all, we want to note that consumers are given a copy of the basic terms and conditions of the RPA at the time of purchase in the form of a brochureAdditionally, a full copy is mailed to consumers for their review and they have days within which to cancel the coverage for a full refund if dissatisfiedIf [redacted] failed to receive a copy in the mail for some reason or another, it was her responsibility to notify us so that another copy could be provided As far as the rust is concerned, contrary to common views, stainless steel may rust Stainless steel is rust resistant; it is not rust proofStainless steel is milled into sheets and often used as a finish or top layer in cookware, cutlery, hardware, surgical instruments and major appliancesThe Specialty Steel Industry of [redacted] explains that, “Stainless steel is rust resistant because it forms an oxide layer that protects the underlying metalStainless steel may rust if something such as harsh chemicals removes the oxide layerDamage that cuts below the surface of an appliance may rust if not sealed or exposed to moistureStainless does not "rust" as you think of regular steel rusting with a red oxide on the surface that flakes offIf you see red rust it is probably due to some iron particles that have contaminated the surface of the stainless steel and it is these iron particles that are rusting ” Additionally, we are not aware of any consumer based grills or major appliances for that matter that are solid stainless steel as the cost would be prohibitiveMost have a stainless steel finish and then a different metal underneath While realize [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for several reasonsThe first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see this sort of deterioration is if the cleaning instructions listed on pages 7, 8, and of [redacted] owner's manual are not followedEspecially vital is cleaning the grease tray after each useIf not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolvedThe second reason is that any damages due to rust are excluded under the terms of [redacted] manufacturer’s warranty as most appliance manufacturers’ warranties and our extended warranties do not cover rust (except for the burners) since it is considered to be corrosion and preventable as illustrated above Regardless, [redacted] manufacturer’s warranty only covers her burners at this point in timeFinally, the third reason is that our return policy was only valid for days from the date of purchase and that time period has long since passed since the grill was bought in according to our records A review of our records reveals that we have already made an exception in the past and [redacted] was provided with a repair for rust once previously as a courtesyAs a final courtesy, we are willing to provide [redacted] with a 15% discount off of a new grill purchased at Sears This would apply in addition to current sale prices, but not on clearance, close out, previously used, floor model or outlet itemsThe offer is only valid for days from the date of this letter; after that, it will be null and voidShould [redacted] wish to accept our offer, I may be reached during business hours via email at [redacted] Since our response is in accordance with the terms of [redacted] RPA as well as her manufacturer’s warranty, we have closed our file We apologize to [redacted] and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) They fulfilled their commitment, in regard to their warranty, by replacing the refrigerator with a new one
October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding her dissatisfaction that the range failed too soon and her concern with the carbon monoxide (CO) levels Upon receipt of Mr [redacted] complaint we reached out to Chris [redacted] , District Service Manager for Service Unit [redacted] to assist with Mr [redacted] concernsMr [redacted] confirmed that on October 12, our technician replaced the regulator and the safety valve on Mr [redacted] rangeAfter the repair was completed, [redacted] arrived and retested the CO levels [redacted] reported that the readings were within specificationsWith that being said, since the range has been repaired and the CO readings are within allowable levels, we have closed our case We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:Yes, we received the refund, but Chanda the manager failed to mention that it was mentioned to us from Krystal that she would not be able to process a refund without Chanda being there at the storeHmmm, seems kinda odd that the next morning, Krystal gave us a refund without Chanda being at the store ?? My wife lost a days worth of pay, having to take off to go back to Sears optical dept to resolve Sincerely, Edward [redacted]
December 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order We have provided a resolution that we feel [redacted] will find satisfactoryWe ask that [redacted] check his SYWR account balance in hoursIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the multiple repairs on the ice maker of his refrigerator and his request to replace the ice maker at no charge Upon receipt of Mr [redacted] complaint we reviewed the service history and technician’s notes related to the repair of his refrigeratorAccording to our records, Mr [redacted] purchased the refrigerator on August 25, along with year protection agreement that expired on August 28, We would like to note, that there is no prior history on the refrigerator until Mr [redacted] contacted us on August 20, to report that there was ice buion the harvesterService was scheduled for August 29, and our technician repaired the air gap between the ice maker and the cabinet; service was completed at no charge under the protection agreementOn August 31, Mr [redacted] called again and reported that the refrigerator was having the same issueAt this time, the protection agreement coverage on the refrigerator had expiredHowever, Sears has a 90-day service guarantee and we schedule to return on September 3, Our technician defrosted the refrigerator and repaired the air gap issue; the repair was completed at no charge Mr [redacted] mentioned in his complaint that he contacted us again on January 11, regarding the ice maker issueHe stated that the contract department was unable to locate his purchase of the refrigeratorThe phone number that Mr [redacted] provided on his complaint does not list a refrigerator purchase; however, we researched and found the refrigerator purchase listed under the same address but with a different phone numberRegrettably, his protection agreement expired on August 28, and he did not renew the agreementSince our 90-day service guarantee has also expired, Mr [redacted] request for an ice maker replacement at no charge has been deniedWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his wall oven First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his wall ovenAfter reviewing Mr [redacted] complaint and the notes in our service system, we contacted him to offer a replacement under his Master Protection Agreement After researching Mr [redacted] current oven, we authorized him $2,towards the purchase of a new oven from Sears Mr [redacted] apparently misunderstood the replacement process and he purchased a wall oven through Sears.com; expecting that the authorization amount would be automatically credited to his account The misunderstanding was resolved when a refund in the amount of $2,was processed to Mr [redacted] Sears [redacted] on April 20, 2017, and the transaction was re-rung using the authorization; Mr [redacted] paid an additional $for the new oven since it cost more than the amount he was authorized The new oven was delivered on April 17, 2017, and it is our understanding that Mr [redacted] is satisfied with the resolution we provided Accordingly, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:Here we go again Ms [redacted] does not address anything I have mentioned in the previous responseShe fails to reveal who ''us'' is for granting a replacementAgain I had to wait for the repair man on the 15th and each time they come out they say that there have been many repairs on the same washer I have with other customers.Ms [redacted] does not want to back down and sees this particular claim and probably many other complaints as simply black and white and she has no gray area.How about I trade my washer for Ms [redacted] washer and when it breaks down I will call her to APOLOGIZE! She can go to the laundry mat, she can carry the heavy load, she can spend $each time she goes.It looks like this is her last word on it with her letter back ''we have closed our file''If she thinks this is the end of this she'd be wrongI will pursue this even if it takes going to small claimsI thought we could come to an agreement without going that routeMore money spent on both sides but oh wellIt is really sad when I think back to many years ago when Sears was top notch and the best storeI don't know or care how old Ms [redacted] is but she obviously has not heard the term ''the customer is always right''Sure there are customers who abuse the system but I happen to NOT be one of themI really felt that Sears would take of their customersI don't know why Ms [redacted] only mentions of the times of service calls to my homeJust because it did not happen in a month period does not dismiss the fact that this washer is worthlessMs [redacted] THERE HAVE BEEN FIVE (5) REPAIRS IN A 1/years.Yes I am dissatisfied with her answer back but like I have said I will not give upI will not shop at Sears anymore and I've advised my family and friend's to do the sameWe are a family that sticks together.Perhaps Ms [redacted] is not approving this transaction because Sears/Kmart's are closing storesShe tells me I have until December 31, to file another claim and then and only then can I get a new washerMaybe that is not such a bad deal, the odds seem to be in my favor according to my repair track record.Ms [redacted] as you can see I do not agree and I think Ms [redacted] does not care about ALL the problems I've hadShe sounds like a broken record (another old term) yes I am a senior.I do not agree with her assessmentI will make it clear I AM NOT GOING TO GIVE UP! Thank you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Simply my terms were not metMs [redacted] was rude, snide, and hostileuntil she caught herself mid-sentenceThough she was dead silent when I discussed losing over $worth of foodShe was all businessit was about placating me and sweeping this matter under the rugWhich is something Customer Solution dept of Sears also tried to doShe stated she was trying to fix thingsYou cannot fix being without a proper running refrigerator from May to AugustThe fact that this corporation refuses to cut a check for anyone whom they leave in the lurch with their broken down applianceand complete lack of respect and customer service is appalling.We paid $for a warranty...and all Ms [redacted] did today after months of turmoil was do what should have been down months agoNo one has ever sincerely apologizedI simply listened to her state facts.You have days to go pick another refrigerator, If it cost less than $than you just lose that money, if it cost more then you must pay the difference and the taxSince the refrigerators are no longer new modelsIt cost $2538.99...meaning we lost $ Add the $4.4cu fridge we had to purchase just surviveThe tons of pound bags of ice in an ice chestAnd the massive food lost.What good I ask you does having her number do us? The only reason we are receiving anew refrigerator is because I had the presence of mind to contact the Revdex.com Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: We have spent $total on ice so the $they are sending me won't cover it I have all my receipts and would like to be refunded the whole amount which I feel is fair as it was necessary to buy ice to try to keep what food we had remaining and what we needed to live on cold I also feel that for the tremendous and extensive inconvenience that affected our daily lives in many ways because of this failed product, I would like to ask for the maintenance coverage to be extended for another two years at the end of my current coverage instead of just months as offered I feel that would be a fair and helpful compensation for the problems and inconvenience we experienced over the course of days of living out of coolers, the risk of food safety, and the important need to meet proper insulin care I will also now have to call someone to check my carpets for damage from the dampness that occurred under the coolers after being in use so long and possibly may need to have them removed I am in the process of making my food loss list and will forward it soon Sincerely, Georgelyn I***
Complaint: [redacted] I am rejecting this response because: I work a full time job and take care of my mother who has alzhiemers, I do not have the time to go to my bank and and have them print me a statement for the amount of $Which is the total for over draft chargesSo I guess Sears whensTotal [redacted] *** Sincerely, [redacted]
August 30, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] *** Dear Ms [redacted] We have completed the investigation of MsH [redacted] complaint regarding the washer and dryer set she purchased on April 06, 2017.After reviewing MsH [redacted] complaint and our records, we were able to determine that on the day of delivering her purchased washer and dryer set, April 27, 2017, the delivery drivers called customer service to advise that there would be no hook up due to MsH [redacted] needing to change out the outlet in her residenceWe would like to clarify that we gladly sent out delivery drivers to complete the hook ups within days from the delivery date since we find that it’s more than reasonable time to allow the customer to repair or complete the necessary upgrade in their residenceIn MsH [redacted] case, it’s been over months since the original delivery took place and unfortunately we are not able to honor her request to have the installation of her purchased appliances completedAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Francis [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorBarbara Phillips, Sears Home Services Support Specialist provided the following response: Sears Home Services records indicate that we dispatched a technician to Ms [redacted] ’s home to diagnose her complaint that her refrigerator/freezer was not coolingThe technician arrived at the home on September 20, and found the interior temperatures properThe unit was operating as designedThere were no parts used and the call was closedMs [redacted] feels her refrigerator will fail and she would like it to be replacedWe feel it is important to remind Ms [redacted] that per the terms and conditions of the Repair Protection Agreement covering her refrigerator, a covered item is eligible to be replaced once it has been deemed unable to be repairedSince we have not found any problems with the refrigerator, 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
May 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the repair process for his air conditioner As clarification, Ms [redacted] had a Master Protection Agreement (MPA) that only entitles him to a replacement under very specific terms It stipulates: “ If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”), you are entitled, at your option, to either: (1) a comparable product replacement based solely on the replacement value of such Non-Repairable Covered Product as determined by us, from a Sears or Sears affiliated store; or (2) a merchandise credit for such Non-Repairable Covered Product based solely upon the comparable product replacement value as determined by usIf neither of the two options in the immediately preceding sentence is selected by you, then SPC may cancel this MPA and refund the Total Price of your current MPA coverage for the Non-Repairable Covered ProductIn accordance with the foregoing provisions, we will also, at your request, replace the Covered Product(s) covered by this MPA in the event of four (4) or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve (12) month period that the Covered Product(s) is coveredProduct failures for these purposes must include repair or replacement of a functional, non-expendable part, and do not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”) Mr [redacted] air conditioner had not been deemed un-repairable, nor had it met the other criteria noted above wherein a replacement may be grantedIn fact, on multiple occasions, the item was found to be functioning properly as no leaks were detectedOnly one major repair was needed when the coil was replaced on June 9, As of February 9, 2017, Mr [redacted] let his MPA coverage elapseThe last time Mr [redacted] had an actual repair appointment prior to the expiration was on October 13, and it was simply a preventative maintenance checkNo malfunctions were foundSince Mr [redacted] failed to renews his MPA prior to the expiration date, any repair or replacement costs would now be his responsibilityIn 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]
October 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase We have spoken with the seller of Mr [redacted] item and they have agreed to issue a refund if he will ship the item backWe want to make it clear though that he will not be receiving a refund for the initial shipping cost and the return shipping will be his responsibilityThe item should be unused and the tags should be attachedThe package should also be insured in case it is lost and a copy of the order confirmation email that was sent to Mr [redacted] should be in includedIf it is not insured and it is lost, the seller will not be responsible for issuing the refundThe return address is: Irene Addo [redacted] In closing, we want to assure Mr [redacted] that we are working diligently to make each seller’s return policy visible and if they do not have one of their own, ours will applyIn the interim, since we have made arrangements to fulfill Mr [redacted] request, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: The person who emailed me did not state they were from Sears! We had a misunderstanding, I was assuming it was from Chili's from our other complaint I had emailed back to the person stating the misunderstanding, however I did not received a response Again, we want the refund back to check not gift card as we will not be shopping at Sears anymore after this horrible incident Too many bad reviews all over the net scares us off pretty bad Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11595850, and find that this resolution is satisfactory to me Sincerely, Lisa [redacted]
June 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear [redacted] : We have completed the investigation of Ms [redacted] complaint on behalf of her mother regarding her dissatisfaction with the performance of her washer and her request to return it after the 30-day return period We apologize if Ms***r was misinformed that the washer will only fill ¼ of the wayThe [redacted] washer that she purchased, model [redacted] is a high efficiency (HE) washer and the agitator uses sensing technology to adjust water levels per loadFurthermore, the manual states that the consumer should use HE detergentAlso, according to the trouble shooting section in the manual, it states that if the washer will not run or fill, then a possible cause is that the washer may be packed too tightly As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms [redacted] washer was delivered on April 13, 2016, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return period We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***r, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms [redacted] request Again, we apologize to Ms***r and appreciate the opportunity to address this matterPlease 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...October 5, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] / Kimberly [redacted] Via: n [redacted] chicago.Revdex.com.org Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerWe went to Ms [redacted] home on 10/04/and are replacing parts, which have been ordered and will arrive in 2-weeks, at that time we will install the parts to repair If you have any questions or concerns, please contact me at 800-222- [redacted] x ***, or via email at Jeanne [redacted] @searshomepro.com Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Kimberly [redacted] /1st Class Postage
April 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her purchase First of all, we want to note that consumers are given a copy of the basic terms and conditions of the RPA at the time of purchase in the form of a brochureAdditionally, a full copy is mailed to consumers for their review and they have days within which to cancel the coverage for a full refund if dissatisfiedIf [redacted] failed to receive a copy in the mail for some reason or another, it was her responsibility to notify us so that another copy could be provided As far as the rust is concerned, contrary to common views, stainless steel may rust Stainless steel is rust resistant; it is not rust proofStainless steel is milled into sheets and often used as a finish or top layer in cookware, cutlery, hardware, surgical instruments and major appliancesThe Specialty Steel Industry of [redacted] explains that, “Stainless steel is rust resistant because it forms an oxide layer that protects the underlying metalStainless steel may rust if something such as harsh chemicals removes the oxide layerDamage that cuts below the surface of an appliance may rust if not sealed or exposed to moistureStainless does not "rust" as you think of regular steel rusting with a red oxide on the surface that flakes offIf you see red rust it is probably due to some iron particles that have contaminated the surface of the stainless steel and it is these iron particles that are rusting ” Additionally, we are not aware of any consumer based grills or major appliances for that matter that are solid stainless steel as the cost would be prohibitiveMost have a stainless steel finish and then a different metal underneath While realize [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for several reasonsThe first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to use before ever being released for sale to the publicThe only time we see this sort of deterioration is if the cleaning instructions listed on pages 7, 8, and of [redacted] owner's manual are not followedEspecially vital is cleaning the grease tray after each useIf not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolvedThe second reason is that any damages due to rust are excluded under the terms of [redacted] manufacturer’s warranty as most appliance manufacturers’ warranties and our extended warranties do not cover rust (except for the burners) since it is considered to be corrosion and preventable as illustrated above Regardless, [redacted] manufacturer’s warranty only covers her burners at this point in timeFinally, the third reason is that our return policy was only valid for days from the date of purchase and that time period has long since passed since the grill was bought in according to our records A review of our records reveals that we have already made an exception in the past and [redacted] was provided with a repair for rust once previously as a courtesyAs a final courtesy, we are willing to provide [redacted] with a 15% discount off of a new grill purchased at Sears This would apply in addition to current sale prices, but not on clearance, close out, previously used, floor model or outlet itemsThe offer is only valid for days from the date of this letter; after that, it will be null and voidShould [redacted] wish to accept our offer, I may be reached during business hours via email at [redacted] Since our response is in accordance with the terms of [redacted] RPA as well as her manufacturer’s warranty, we have closed our file We apologize to [redacted] and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) They fulfilled their commitment, in regard to their warranty, by replacing the refrigerator with a new one
October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding her dissatisfaction that the range failed too soon and her concern with the carbon monoxide (CO) levels Upon receipt of Mr [redacted] complaint we reached out to Chris [redacted] , District Service Manager for Service Unit [redacted] to assist with Mr [redacted] concernsMr [redacted] confirmed that on October 12, our technician replaced the regulator and the safety valve on Mr [redacted] rangeAfter the repair was completed, [redacted] arrived and retested the CO levels [redacted] reported that the readings were within specificationsWith that being said, since the range has been repaired and the CO readings are within allowable levels, we have closed our case We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:Yes, we received the refund, but Chanda the manager failed to mention that it was mentioned to us from Krystal that she would not be able to process a refund without Chanda being there at the storeHmmm, seems kinda odd that the next morning, Krystal gave us a refund without Chanda being at the store ?? My wife lost a days worth of pay, having to take off to go back to Sears optical dept to resolve Sincerely, Edward [redacted]
December 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order We have provided a resolution that we feel [redacted] will find satisfactoryWe ask that [redacted] check his SYWR account balance in hoursIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the multiple repairs on the ice maker of his refrigerator and his request to replace the ice maker at no charge Upon receipt of Mr [redacted] complaint we reviewed the service history and technician’s notes related to the repair of his refrigeratorAccording to our records, Mr [redacted] purchased the refrigerator on August 25, along with year protection agreement that expired on August 28, We would like to note, that there is no prior history on the refrigerator until Mr [redacted] contacted us on August 20, to report that there was ice buion the harvesterService was scheduled for August 29, and our technician repaired the air gap between the ice maker and the cabinet; service was completed at no charge under the protection agreementOn August 31, Mr [redacted] called again and reported that the refrigerator was having the same issueAt this time, the protection agreement coverage on the refrigerator had expiredHowever, Sears has a 90-day service guarantee and we schedule to return on September 3, Our technician defrosted the refrigerator and repaired the air gap issue; the repair was completed at no charge Mr [redacted] mentioned in his complaint that he contacted us again on January 11, regarding the ice maker issueHe stated that the contract department was unable to locate his purchase of the refrigeratorThe phone number that Mr [redacted] provided on his complaint does not list a refrigerator purchase; however, we researched and found the refrigerator purchase listed under the same address but with a different phone numberRegrettably, his protection agreement expired on August 28, and he did not renew the agreementSince our 90-day service guarantee has also expired, Mr [redacted] request for an ice maker replacement at no charge has been deniedWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his wall oven First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his wall ovenAfter reviewing Mr [redacted] complaint and the notes in our service system, we contacted him to offer a replacement under his Master Protection Agreement After researching Mr [redacted] current oven, we authorized him $2,towards the purchase of a new oven from Sears Mr [redacted] apparently misunderstood the replacement process and he purchased a wall oven through Sears.com; expecting that the authorization amount would be automatically credited to his account The misunderstanding was resolved when a refund in the amount of $2,was processed to Mr [redacted] Sears [redacted] on April 20, 2017, and the transaction was re-rung using the authorization; Mr [redacted] paid an additional $for the new oven since it cost more than the amount he was authorized The new oven was delivered on April 17, 2017, and it is our understanding that Mr [redacted] is satisfied with the resolution we provided Accordingly, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:Here we go again Ms [redacted] does not address anything I have mentioned in the previous responseShe fails to reveal who ''us'' is for granting a replacementAgain I had to wait for the repair man on the 15th and each time they come out they say that there have been many repairs on the same washer I have with other customers.Ms [redacted] does not want to back down and sees this particular claim and probably many other complaints as simply black and white and she has no gray area.How about I trade my washer for Ms [redacted] washer and when it breaks down I will call her to APOLOGIZE! She can go to the laundry mat, she can carry the heavy load, she can spend $each time she goes.It looks like this is her last word on it with her letter back ''we have closed our file''If she thinks this is the end of this she'd be wrongI will pursue this even if it takes going to small claimsI thought we could come to an agreement without going that routeMore money spent on both sides but oh wellIt is really sad when I think back to many years ago when Sears was top notch and the best storeI don't know or care how old Ms [redacted] is but she obviously has not heard the term ''the customer is always right''Sure there are customers who abuse the system but I happen to NOT be one of themI really felt that Sears would take of their customersI don't know why Ms [redacted] only mentions of the times of service calls to my homeJust because it did not happen in a month period does not dismiss the fact that this washer is worthlessMs [redacted] THERE HAVE BEEN FIVE (5) REPAIRS IN A 1/years.Yes I am dissatisfied with her answer back but like I have said I will not give upI will not shop at Sears anymore and I've advised my family and friend's to do the sameWe are a family that sticks together.Perhaps Ms [redacted] is not approving this transaction because Sears/Kmart's are closing storesShe tells me I have until December 31, to file another claim and then and only then can I get a new washerMaybe that is not such a bad deal, the odds seem to be in my favor according to my repair track record.Ms [redacted] as you can see I do not agree and I think Ms [redacted] does not care about ALL the problems I've hadShe sounds like a broken record (another old term) yes I am a senior.I do not agree with her assessmentI will make it clear I AM NOT GOING TO GIVE UP! Thank you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Simply my terms were not metMs [redacted] was rude, snide, and hostileuntil she caught herself mid-sentenceThough she was dead silent when I discussed losing over $worth of foodShe was all businessit was about placating me and sweeping this matter under the rugWhich is something Customer Solution dept of Sears also tried to doShe stated she was trying to fix thingsYou cannot fix being without a proper running refrigerator from May to AugustThe fact that this corporation refuses to cut a check for anyone whom they leave in the lurch with their broken down applianceand complete lack of respect and customer service is appalling.We paid $for a warranty...and all Ms [redacted] did today after months of turmoil was do what should have been down months agoNo one has ever sincerely apologizedI simply listened to her state facts.You have days to go pick another refrigerator, If it cost less than $than you just lose that money, if it cost more then you must pay the difference and the taxSince the refrigerators are no longer new modelsIt cost $2538.99...meaning we lost $ Add the $4.4cu fridge we had to purchase just surviveThe tons of pound bags of ice in an ice chestAnd the massive food lost.What good I ask you does having her number do us? The only reason we are receiving anew refrigerator is because I had the presence of mind to contact the Revdex.com Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: We have spent $total on ice so the $they are sending me won't cover it I have all my receipts and would like to be refunded the whole amount which I feel is fair as it was necessary to buy ice to try to keep what food we had remaining and what we needed to live on cold I also feel that for the tremendous and extensive inconvenience that affected our daily lives in many ways because of this failed product, I would like to ask for the maintenance coverage to be extended for another two years at the end of my current coverage instead of just months as offered I feel that would be a fair and helpful compensation for the problems and inconvenience we experienced over the course of days of living out of coolers, the risk of food safety, and the important need to meet proper insulin care I will also now have to call someone to check my carpets for damage from the dampness that occurred under the coolers after being in use so long and possibly may need to have them removed I am in the process of making my food loss list and will forward it soon Sincerely, Georgelyn I***
Complaint: [redacted] I am rejecting this response because: I work a full time job and take care of my mother who has alzhiemers, I do not have the time to go to my bank and and have them print me a statement for the amount of $Which is the total for over draft chargesSo I guess Sears whensTotal [redacted] *** Sincerely, [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) My money was refunded
August 30, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] *** Dear Ms [redacted] We have completed the investigation of MsH [redacted] complaint regarding the washer and dryer set she purchased on April 06, 2017.After reviewing MsH [redacted] complaint and our records, we were able to determine that on the day of delivering her purchased washer and dryer set, April 27, 2017, the delivery drivers called customer service to advise that there would be no hook up due to MsH [redacted] needing to change out the outlet in her residenceWe would like to clarify that we gladly sent out delivery drivers to complete the hook ups within days from the delivery date since we find that it’s more than reasonable time to allow the customer to repair or complete the necessary upgrade in their residenceIn MsH [redacted] case, it’s been over months since the original delivery took place and unfortunately we are not able to honor her request to have the installation of her purchased appliances completedAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Francis [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorBarbara Phillips, Sears Home Services Support Specialist provided the following response: Sears Home Services records indicate that we dispatched a technician to Ms [redacted] ’s home to diagnose her complaint that her refrigerator/freezer was not coolingThe technician arrived at the home on September 20, and found the interior temperatures properThe unit was operating as designedThere were no parts used and the call was closedMs [redacted] feels her refrigerator will fail and she would like it to be replacedWe feel it is important to remind Ms [redacted] that per the terms and conditions of the Repair Protection Agreement covering her refrigerator, a covered item is eligible to be replaced once it has been deemed unable to be repairedSince we have not found any problems with the refrigerator, 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
May 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the repair process for his air conditioner As clarification, Ms [redacted] had a Master Protection Agreement (MPA) that only entitles him to a replacement under very specific terms It stipulates: “ If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”), you are entitled, at your option, to either: (1) a comparable product replacement based solely on the replacement value of such Non-Repairable Covered Product as determined by us, from a Sears or Sears affiliated store; or (2) a merchandise credit for such Non-Repairable Covered Product based solely upon the comparable product replacement value as determined by usIf neither of the two options in the immediately preceding sentence is selected by you, then SPC may cancel this MPA and refund the Total Price of your current MPA coverage for the Non-Repairable Covered ProductIn accordance with the foregoing provisions, we will also, at your request, replace the Covered Product(s) covered by this MPA in the event of four (4) or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve (12) month period that the Covered Product(s) is coveredProduct failures for these purposes must include repair or replacement of a functional, non-expendable part, and do not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”) Mr [redacted] air conditioner had not been deemed un-repairable, nor had it met the other criteria noted above wherein a replacement may be grantedIn fact, on multiple occasions, the item was found to be functioning properly as no leaks were detectedOnly one major repair was needed when the coil was replaced on June 9, As of February 9, 2017, Mr [redacted] let his MPA coverage elapseThe last time Mr [redacted] had an actual repair appointment prior to the expiration was on October 13, and it was simply a preventative maintenance checkNo malfunctions were foundSince Mr [redacted] failed to renews his MPA prior to the expiration date, any repair or replacement costs would now be his responsibilityIn 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]
October 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase We have spoken with the seller of Mr [redacted] item and they have agreed to issue a refund if he will ship the item backWe want to make it clear though that he will not be receiving a refund for the initial shipping cost and the return shipping will be his responsibilityThe item should be unused and the tags should be attachedThe package should also be insured in case it is lost and a copy of the order confirmation email that was sent to Mr [redacted] should be in includedIf it is not insured and it is lost, the seller will not be responsible for issuing the refundThe return address is: Irene Addo [redacted] In closing, we want to assure Mr [redacted] that we are working diligently to make each seller’s return policy visible and if they do not have one of their own, ours will applyIn the interim, since we have made arrangements to fulfill Mr [redacted] request, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]