Complaint: [redacted] I am rejecting this response because: This issue has gone on for a month unresolved no contact from Sears/Kmart how much more time do they want??? until the day warranty runs out?? This is the worse example of "customer service" Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 6, 2015/10/07) */ October 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and failure to provide repair on the date scheduled It is unfortunate that we failed Ms [redacted] expectations when she recently requested a repair from SearsWe value her patronage and can understand how the series of events noted in her complaint has caused her frustrationAs clarification, Sears Protection Agreements do not promise that repair will be completed within a specific time or periodThe two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visitWe are aware that this can be frustrating for some customers and we are pursuing solutions that will provide better options to them when a part may need to be ordered to complete a repairWith that having been said, we can assure Ms[redacted] that we do not take her issue lightly or approve of any unnecessary delay to a repairHer concerns have been forwarded to management so that future problems of this nature may be avertedIf Ms[redacted] has any questions about her Protection Agreements or would like to request a refund, she will need to contact Sears Protection Agreement Benefits Administration directly, at XXX-XXX-XXXX, to receive assistanceAt this time, Sears Member Services can only reiterate that we truly regret any inconvenience Ms[redacted] may have experiencedWe hope that in the future she will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed since we have noted Ms [redacted] comments and provided her with a direct contact to assist with her Protection Agreement refund request We 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his allegations of damages caused to his home by a water heater purchased at SearsAs clarification, this has been turned over to our third party claims administrator, [redacted] [redacted] claim number is [redacted] and his adjuster is [redacted] ***, who may be reached during business hours at ( [redacted] did inform us that the claim is still open and they have tendered to the manufacturer, [redacted] IndustriesIt was our understanding that the representative handling the issue from [redacted] Industries, [redacted] , has asked that [redacted] return the water heater so that it may be examined to verify the source of the issue and they are willing to pay for return shippingHowever, so far, [redacted] has declined to cooperateRegardless, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] 's actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issuesIn this case, [redacted] would need to contact [redacted] regarding any further questions or concerns he may have with his claim [redacted] may be reached during business hours at ( [redacted] As ***d above, although we empathize with [redacted] frustrations, we are not in a position to assist him per [redacted] 's protocolWe 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]
June 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return his purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Mr [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or 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 Mr [redacted] purchased the blade on May 7, 2016, and then tried to return it on June 2016, he was clearly over the 30-day “hassle-free” return period Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe 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 Mr [redacted] , 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 Mr [redacted] request 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]
August 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Sara Pomare [redacted] Dear Ms [redacted] : This letter will acknowledge that this matter is still under investigation Sears’ records show that Ms [redacted] purchased the refrigerator in question on June 11, 2015, and delivery to a third party, Grace [redacted] , was completed on June 15, We did not receive any contact from Ms [redacted] or Ms [redacted] after this date until Ms [redacted] called sears.com customer service on May 23, It appears that Ms [redacted] was informed that delivery was completed, but then suggested that a different appliance order was not refunded Due to the amount of time that has passed and the fact that our delivery records show that the refrigerator was delivered to the intended recipient, we have forwarded Ms [redacted] ’s request to our Loss Prevention Department for further investigation As such, more time is needed to allow them to respond Ms [redacted] will receive a response outlining Sears’ position on the complaint once the investigation is complete Sincerely, Nicki [redacted] Regulatory Complaint Specialist ***-***- [redacted] 1-***-***- [redacted] Ext***
October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of [redacted] s complaint alleging that he was informed that the Repair Protection Agreement (RPA) provided a benefit of free annual maintenance and in-home service visits We would like to clarify that our RPA’s have never come with coverage for free maintenance or check-ups, and lawn equipment only qualifies for RPA contractsSo while we do have a Master Protection Agreement (MPA) that gives annual maintenance, that contract has never been available for purchase on lawn and garden equipmentA MPA is only available for appliances, so there would not have been any reason for a sales associate to advise Mr [redacted] that his RPA would provide this benefitMr [redacted] did purchase a MPA for his dishwasher, and the annual maintenance benefit is available for that appliance We contacted Mr [redacted] and discussed the agreement coverageHe confirmed that he was provided a copy of the agreement termsWe advised Mr [redacted] that the agreement for his snow thrower does include in-home service visits; however, his lawn mower is considered a caritem and he would have to drop it off for repairWe offered to schedule a service appointment for an in-home visit if the snow thrower needed a repairMr [redacted] stated that the snow thrower did not need to be serviced at this time Mr [redacted] inquired about the repair estimate for the lawn mowerHe alleges that when he was sold the RPA and he was told it would cover everythingWe reviewed the service order notes and the technician noted that the crank shaft is bent causing the unit to vibrateAs clarification, the only way to break or bend the crankshaft is by having the blade come into contact with something hard enough that it stops the crankshaft so suddenly it breaksThis is considered customer misuse and is not covered by any manufacturer or service contractMr [redacted] has agreed to pay for the repair of the lawn mowerAs a good-will gesture, we have offered Mr [redacted] the option of a discount towards the purchase of a new lawn mower from SearsIn the interim, since we have addressed the issue brought forth in Mr [redacted] s complaint, we have closed our file pending a response from Mr [redacted] 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]
March 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal [redacted] contacted me on February 29, and accepted my offer to provide her with a credit equal to 50% of what she paid for the dishwasher to keep it as isCorrespondingly, a credit for $was issued today and it should reflect on her account within 3-business days In light of the aforementioned information, we respectfully ask that this matter remain closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 31, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her allegation that she had a year Master Protection Agreement upgraded to a three year contract and her contention that this should be honoredWe would first like to note that if we did in fact send Ms [redacted] a mailer after she received the first one, it would not have had the exact same contract for a year more for only a few more dollarsIt could though have attempted to sell her a Repair Agreement (RPA)When we have a customer that already has coverage under our premier Master Protection Agreement (MPA), then when we solicit them for a renewal, we offer them the same level of coverage that they have become accustomed toIf the customer still decides they do not want to renew, we might offer them then our second level coverage which is an RPAThis agreement does cover repairs, but it does not have a “no lemon guarantee” clause that provides for a comparable replacement by a fourth repair in a month periodAlso, any comparable replacement is capped at no more than $where the MPA does not have a limitBecause the benefits are less, the price is less, and we think this might have been the second offer Ms [redacted] would have received with the lower cost overall but for a longer length of time With that said, our agent would generally not provide an MPA for the lower price of the RPAOur records indicate that Ms [redacted] contacted us May 3, 2015, and purchased the year MPA for $with the tax and she charged this to her [redacted] ending in ***We then show she called back on May 20, 2015, and the agent noted that Ms [redacted] misunderstood her coverage and that this was the reason she canceled the MPA she had just bought a few weeks beforeHer [redacted] was refunded in full on May 20th, 2015, and we do not show that any other agreement was sold to Ms [redacted] If she did not receive this refund, then she is welcome to provide us with the full digit account number and we would be able to see who exactly rang her up and any refunds that were issuedIf we show she was charged, and never refunded, then we could have the coverage reinstatedHowever, if all we have is the charge and then the refund, Ms [redacted] would need to submit some type of receipt showing we charged her again through another meansIf she does not still have the receipts, then if she provides us with all digits of whatever card she used, we should be able to find any charges associated with that card numberIf we cannot locate the purchase and Ms [redacted] cannot submit any card statement, receipt, or canceled check that shows that we kept any of her money for a contract, then we would not be able to honor her request to reinstate any coverage at no charge If the washer is not currently working, the only coverage she would be eligible for is our Service Smart Agreement (SSA)It has a higher cost, and more limited benefits, but it is the only one we have for merchandise that is not in good working order at the time the contract is purchaseIf Ms [redacted] is interested in purchasing one of these, we would be happy to go over the details with herAt this time, since we have explained that we do not show we ever retained any monies and that Ms [redacted] was refunded in full over a year ago for her purchase and we do not show that she ever contacted us after she received the refund to see why she was not charged anything for the coverage that she thought she purchased, we have closed our fileWe 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 concernsBe aware that I will be out of the office starting today and not returning until August 8, Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted] Email: [redacted]
January 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 recent online order experience It is unfortunate if we failed Mr [redacted] expectations as we value his patronageAfter reviewing the notes in the order, it should be noted that the Installation and Delivery screen gives two options which are: Delivery and Basic Hoor Leave-in-Box DeliveryIf basic hook up was selected then the next screen would take the member to select a hoseThe following screen gives the option to choose an agreementFinally, the review screen gives the member an opportunity to edit the purchase if neededUnfortunately, basic hook up was not selectedHowever, we confirmed with Mr [redacted] that the delivery department did remove the washer from the box and brought the unit in the houseThe washer is currently hooked up therefore; we processed a discount of $which will go back to his Sears [redacted] account and $back to his Shop Your Way Reward accountAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [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] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the installation of a dishwasher [redacted] , Sears Installation Solutions, Customer Advocate provided the following response: I have been in contact with the local District Contractor Manager regarding Mr [redacted] request that the installers wear shoe covering and ensure that no dirt is brtought in the homeThat said an appointment has been schedulked to have the dishwasher installed on Tuesday, January 31, from 9-After the unit has been installed I will follow up with Mr [redacted] to ensure his satisfactionWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] * Michael C [redacted] Dear [redacted] We have completed the investigation of MrC [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 MrC [redacted] may have experiencedWe reviewed the service order notes and on January 26, our technician ordered a battery for the snow throwerRegrettably, the battery was listed as no longer available and a parts research request was submittedAs 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 sourceOn February 21, the battery was located and ordered for MrC [redacted] snow thrower; it was delivered on February 28, We contacted MrC [redacted] , and he confirmed that he received the battery and the snow thrower is operationWith that being said, since we have addressed the issue brought forth in MrC [redacted] complaint, we have closed our file We apologize to MrC [redacted] and appreciate the opportunity to address this matterPlease 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]
Complaint: [redacted] I am rejecting this response because:The information that Sears submitted is NOT correct as I informed the Revdex.com as wellI was not even at home when the washer and dryer were deliverhusband wwas not instructed to call when we were ready and I certainly was not??? When I later inquired about them coming back-I was instructed "we do not normally do that"there is apparently nothing that can or will be done about this -my main goal is for people to know how they get your money and then don't do what they saidBesides if my warranty was voided-why did they come and fix the door....? Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] D [redacted] [redacted] took action and fixed the problem n I hope management did something with the little manager that offered no help at all!i told him I was going to cooperate n Revdex.com n he did not care n neither did the little blonde working in layaway! They both treated me like garbage!
July 13, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Janet [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding the service on her lawn tractor After reviewing the service history and discussing the issue with MsSelle, we authorized her for a replacement of the tractor under the terms of her Repair Protection Agreement (RPA) in the amount of $She has been provided with the necessary information for the replacement, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with Ms [redacted] approval, we have closed our file We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LSteele Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L [redacted] @searshc.com
December 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response As indicated in our closure letter, a replacement would be processed for Ms [redacted] if her dryer failed again She was advised to send an email to [redacted] **or assistance; however, she did not Regardless, a replacement has been authorized for Ms [redacted] ; she has $to use towards a new dryer from Sears An email was sent to her on December 23, 2016, with directions to assist her in replacing her dryer Also, we will monitor the delivery of the new dryer to make sure that the remaining MPA coverage transfers to the new unit In the interim, since Ms [redacted] is being provided with her requested resolution, we ask that this matter be closed Again, appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response / [redacted] (1000, 10, 2015/04/13) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL XXXXX Re: [redacted] #XXXXXXXX Dear Ms [redacted] We have completed the investigation of Ms [redacted] ' complaint regarding a washer purchased from Sears Outlet in Palmdale The Sears Outlet in Palmdale has exchanged Ms [redacted] Samsung washer for a Whirlpool washer that was delivered to her home on Sunday April 12, On Monday, April 13, 2015, I contacted Ms [redacted] who confirmed the delivery of the new washerSince we have exchanged Ms [redacted] washer, we respectfully request that this complaint be closed We apologize to Ms [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 Claims Specialist Sears Holdings Corporation [redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: I had to go out and find the parts to put my tool box together I was lied to several times by the people at sears and it took me turning them into the Revdex.com before they would even acknowledge that they were in the wrongAfter this experience with sears I will never do business with them again and I will tell anyone that I know not to do business with themThe store in quincy, IL where I originally purchased the tool boxes told me on more than one occasion we cant get ahold of anyone right now but give us your phone number and we will call you backNot one time did they ever call me back it was always me waiting around for three or four days and then I would call them backThe first time I called I was speaking with the person who sold me the tool boxes and he was talking to me and the manager both about the incedent that according to them they had no record of but anyway the whole time were on the phone the managers in the background saying he better have a receipt or were not going to do anything about itHe actually said that at least three times and maybe more but I know for sure threeI have always been an honest person and tried to do the right thing all of my life and when someone basically accuses me of lying and trying to get something from them for nothing I have no use for them, and then they want to call me out of the blue and offer to pay for my receipts that I had purchased the parts to put my boxes together that I paid for and they didn't give me in the first placeI don't think im going to except there apologie Sears are basically a bunch of thieves and they don't want to deal with you after you give them your money Sincerely, [redacted]
August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Patrice G [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and incorrect refund Adam [redacted] , Store General Manager for Unit ***, provided the following response: It is unfortunate that we failed Ms [redacted] ’s expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter speaking with Ms [redacted] regarding this matter, she agreed to return to our store to put the mattress back on layawayWe advised that we would honor the same July 4th sale and resolve the issue with the refund check Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [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
May 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and request for a full refund It is unfortunate that we failed [redacted] expectations as we value his patronageWe can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in his order we show that Sears Online indicated that a refund would be issued in AprilWe apologize for the delay in receiving this refund and have completed this refund today [redacted] can expect to receive a refund of $and the remaining $in the form of a mail bank checkThese checks should arrive within to business daysAdditionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn 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] Regulatory Complaint Specialist Sears Holdings Corporation
October 11, Nita [redacted] Revdex.comNorth Wabash Ave., Ste***Chicago, IL Re: # [redacted] –William E [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’ complaint regarding a timing light he purchased recently Mr [redacted] was contacted and he was provided with a full refundThis refund should reflect within 3-business daysSince we have granted Mr***’ request, we respectfully ask that this matter wil 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 concernsSincerely,Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) 248-[redacted] [email protected]
Complaint: [redacted] I am rejecting this response because: This issue has gone on for a month unresolved no contact from Sears/Kmart how much more time do they want??? until the day warranty runs out?? This is the worse example of "customer service" Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 6, 2015/10/07) */ October 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and failure to provide repair on the date scheduled It is unfortunate that we failed Ms [redacted] expectations when she recently requested a repair from SearsWe value her patronage and can understand how the series of events noted in her complaint has caused her frustrationAs clarification, Sears Protection Agreements do not promise that repair will be completed within a specific time or periodThe two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visitWe are aware that this can be frustrating for some customers and we are pursuing solutions that will provide better options to them when a part may need to be ordered to complete a repairWith that having been said, we can assure Ms[redacted] that we do not take her issue lightly or approve of any unnecessary delay to a repairHer concerns have been forwarded to management so that future problems of this nature may be avertedIf Ms[redacted] has any questions about her Protection Agreements or would like to request a refund, she will need to contact Sears Protection Agreement Benefits Administration directly, at XXX-XXX-XXXX, to receive assistanceAt this time, Sears Member Services can only reiterate that we truly regret any inconvenience Ms[redacted] may have experiencedWe hope that in the future she will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed since we have noted Ms [redacted] comments and provided her with a direct contact to assist with her Protection Agreement refund request We 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his allegations of damages caused to his home by a water heater purchased at SearsAs clarification, this has been turned over to our third party claims administrator, [redacted] [redacted] claim number is [redacted] and his adjuster is [redacted] ***, who may be reached during business hours at ( [redacted] did inform us that the claim is still open and they have tendered to the manufacturer, [redacted] IndustriesIt was our understanding that the representative handling the issue from [redacted] Industries, [redacted] , has asked that [redacted] return the water heater so that it may be examined to verify the source of the issue and they are willing to pay for return shippingHowever, so far, [redacted] has declined to cooperateRegardless, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] 's actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issuesIn this case, [redacted] would need to contact [redacted] regarding any further questions or concerns he may have with his claim [redacted] may be reached during business hours at ( [redacted] As ***d above, although we empathize with [redacted] frustrations, we are not in a position to assist him per [redacted] 's protocolWe 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]
June 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return his purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Mr [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or 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 Mr [redacted] purchased the blade on May 7, 2016, and then tried to return it on June 2016, he was clearly over the 30-day “hassle-free” return period Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe 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 Mr [redacted] , 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 Mr [redacted] request 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]
August 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Sara Pomare [redacted] Dear Ms [redacted] : This letter will acknowledge that this matter is still under investigation Sears’ records show that Ms [redacted] purchased the refrigerator in question on June 11, 2015, and delivery to a third party, Grace [redacted] , was completed on June 15, We did not receive any contact from Ms [redacted] or Ms [redacted] after this date until Ms [redacted] called sears.com customer service on May 23, It appears that Ms [redacted] was informed that delivery was completed, but then suggested that a different appliance order was not refunded Due to the amount of time that has passed and the fact that our delivery records show that the refrigerator was delivered to the intended recipient, we have forwarded Ms [redacted] ’s request to our Loss Prevention Department for further investigation As such, more time is needed to allow them to respond Ms [redacted] will receive a response outlining Sears’ position on the complaint once the investigation is complete Sincerely, Nicki [redacted] Regulatory Complaint Specialist ***-***- [redacted] 1-***-***- [redacted] Ext***
October 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of [redacted] s complaint alleging that he was informed that the Repair Protection Agreement (RPA) provided a benefit of free annual maintenance and in-home service visits We would like to clarify that our RPA’s have never come with coverage for free maintenance or check-ups, and lawn equipment only qualifies for RPA contractsSo while we do have a Master Protection Agreement (MPA) that gives annual maintenance, that contract has never been available for purchase on lawn and garden equipmentA MPA is only available for appliances, so there would not have been any reason for a sales associate to advise Mr [redacted] that his RPA would provide this benefitMr [redacted] did purchase a MPA for his dishwasher, and the annual maintenance benefit is available for that appliance We contacted Mr [redacted] and discussed the agreement coverageHe confirmed that he was provided a copy of the agreement termsWe advised Mr [redacted] that the agreement for his snow thrower does include in-home service visits; however, his lawn mower is considered a caritem and he would have to drop it off for repairWe offered to schedule a service appointment for an in-home visit if the snow thrower needed a repairMr [redacted] stated that the snow thrower did not need to be serviced at this time Mr [redacted] inquired about the repair estimate for the lawn mowerHe alleges that when he was sold the RPA and he was told it would cover everythingWe reviewed the service order notes and the technician noted that the crank shaft is bent causing the unit to vibrateAs clarification, the only way to break or bend the crankshaft is by having the blade come into contact with something hard enough that it stops the crankshaft so suddenly it breaksThis is considered customer misuse and is not covered by any manufacturer or service contractMr [redacted] has agreed to pay for the repair of the lawn mowerAs a good-will gesture, we have offered Mr [redacted] the option of a discount towards the purchase of a new lawn mower from SearsIn the interim, since we have addressed the issue brought forth in Mr [redacted] s complaint, we have closed our file pending a response from Mr [redacted] 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]
March 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal [redacted] contacted me on February 29, and accepted my offer to provide her with a credit equal to 50% of what she paid for the dishwasher to keep it as isCorrespondingly, a credit for $was issued today and it should reflect on her account within 3-business days In light of the aforementioned information, we respectfully ask that this matter remain closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 31, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her allegation that she had a year Master Protection Agreement upgraded to a three year contract and her contention that this should be honoredWe would first like to note that if we did in fact send Ms [redacted] a mailer after she received the first one, it would not have had the exact same contract for a year more for only a few more dollarsIt could though have attempted to sell her a Repair Agreement (RPA)When we have a customer that already has coverage under our premier Master Protection Agreement (MPA), then when we solicit them for a renewal, we offer them the same level of coverage that they have become accustomed toIf the customer still decides they do not want to renew, we might offer them then our second level coverage which is an RPAThis agreement does cover repairs, but it does not have a “no lemon guarantee” clause that provides for a comparable replacement by a fourth repair in a month periodAlso, any comparable replacement is capped at no more than $where the MPA does not have a limitBecause the benefits are less, the price is less, and we think this might have been the second offer Ms [redacted] would have received with the lower cost overall but for a longer length of time With that said, our agent would generally not provide an MPA for the lower price of the RPAOur records indicate that Ms [redacted] contacted us May 3, 2015, and purchased the year MPA for $with the tax and she charged this to her [redacted] ending in ***We then show she called back on May 20, 2015, and the agent noted that Ms [redacted] misunderstood her coverage and that this was the reason she canceled the MPA she had just bought a few weeks beforeHer [redacted] was refunded in full on May 20th, 2015, and we do not show that any other agreement was sold to Ms [redacted] If she did not receive this refund, then she is welcome to provide us with the full digit account number and we would be able to see who exactly rang her up and any refunds that were issuedIf we show she was charged, and never refunded, then we could have the coverage reinstatedHowever, if all we have is the charge and then the refund, Ms [redacted] would need to submit some type of receipt showing we charged her again through another meansIf she does not still have the receipts, then if she provides us with all digits of whatever card she used, we should be able to find any charges associated with that card numberIf we cannot locate the purchase and Ms [redacted] cannot submit any card statement, receipt, or canceled check that shows that we kept any of her money for a contract, then we would not be able to honor her request to reinstate any coverage at no charge If the washer is not currently working, the only coverage she would be eligible for is our Service Smart Agreement (SSA)It has a higher cost, and more limited benefits, but it is the only one we have for merchandise that is not in good working order at the time the contract is purchaseIf Ms [redacted] is interested in purchasing one of these, we would be happy to go over the details with herAt this time, since we have explained that we do not show we ever retained any monies and that Ms [redacted] was refunded in full over a year ago for her purchase and we do not show that she ever contacted us after she received the refund to see why she was not charged anything for the coverage that she thought she purchased, we have closed our fileWe 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 concernsBe aware that I will be out of the office starting today and not returning until August 8, Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted] Email: [redacted]
January 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 recent online order experience It is unfortunate if we failed Mr [redacted] expectations as we value his patronageAfter reviewing the notes in the order, it should be noted that the Installation and Delivery screen gives two options which are: Delivery and Basic Hoor Leave-in-Box DeliveryIf basic hook up was selected then the next screen would take the member to select a hoseThe following screen gives the option to choose an agreementFinally, the review screen gives the member an opportunity to edit the purchase if neededUnfortunately, basic hook up was not selectedHowever, we confirmed with Mr [redacted] that the delivery department did remove the washer from the box and brought the unit in the houseThe washer is currently hooked up therefore; we processed a discount of $which will go back to his Sears [redacted] account and $back to his Shop Your Way Reward accountAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [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] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the installation of a dishwasher [redacted] , Sears Installation Solutions, Customer Advocate provided the following response: I have been in contact with the local District Contractor Manager regarding Mr [redacted] request that the installers wear shoe covering and ensure that no dirt is brtought in the homeThat said an appointment has been schedulked to have the dishwasher installed on Tuesday, January 31, from 9-After the unit has been installed I will follow up with Mr [redacted] to ensure his satisfactionWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] * Michael C [redacted] Dear [redacted] We have completed the investigation of MrC [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 MrC [redacted] may have experiencedWe reviewed the service order notes and on January 26, our technician ordered a battery for the snow throwerRegrettably, the battery was listed as no longer available and a parts research request was submittedAs 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 sourceOn February 21, the battery was located and ordered for MrC [redacted] snow thrower; it was delivered on February 28, We contacted MrC [redacted] , and he confirmed that he received the battery and the snow thrower is operationWith that being said, since we have addressed the issue brought forth in MrC [redacted] complaint, we have closed our file We apologize to MrC [redacted] and appreciate the opportunity to address this matterPlease 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]
Complaint: [redacted] I am rejecting this response because:The information that Sears submitted is NOT correct as I informed the Revdex.com as wellI was not even at home when the washer and dryer were deliverhusband wwas not instructed to call when we were ready and I certainly was not??? When I later inquired about them coming back-I was instructed "we do not normally do that"there is apparently nothing that can or will be done about this -my main goal is for people to know how they get your money and then don't do what they saidBesides if my warranty was voided-why did they come and fix the door....? Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] D [redacted] [redacted] took action and fixed the problem n I hope management did something with the little manager that offered no help at all!i told him I was going to cooperate n Revdex.com n he did not care n neither did the little blonde working in layaway! They both treated me like garbage!
July 13, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Janet [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding the service on her lawn tractor After reviewing the service history and discussing the issue with MsSelle, we authorized her for a replacement of the tractor under the terms of her Repair Protection Agreement (RPA) in the amount of $She has been provided with the necessary information for the replacement, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with Ms [redacted] approval, we have closed our file We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LSteele Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L [redacted] @searshc.com
December 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response As indicated in our closure letter, a replacement would be processed for Ms [redacted] if her dryer failed again She was advised to send an email to [redacted] **or assistance; however, she did not Regardless, a replacement has been authorized for Ms [redacted] ; she has $to use towards a new dryer from Sears An email was sent to her on December 23, 2016, with directions to assist her in replacing her dryer Also, we will monitor the delivery of the new dryer to make sure that the remaining MPA coverage transfers to the new unit In the interim, since Ms [redacted] is being provided with her requested resolution, we ask that this matter be closed Again, appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response / [redacted] (1000, 10, 2015/04/13) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL XXXXX Re: [redacted] #XXXXXXXX Dear Ms [redacted] We have completed the investigation of Ms [redacted] ' complaint regarding a washer purchased from Sears Outlet in Palmdale The Sears Outlet in Palmdale has exchanged Ms [redacted] Samsung washer for a Whirlpool washer that was delivered to her home on Sunday April 12, On Monday, April 13, 2015, I contacted Ms [redacted] who confirmed the delivery of the new washerSince we have exchanged Ms [redacted] washer, we respectfully request that this complaint be closed We apologize to Ms [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 Claims Specialist Sears Holdings Corporation [redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: I had to go out and find the parts to put my tool box together I was lied to several times by the people at sears and it took me turning them into the Revdex.com before they would even acknowledge that they were in the wrongAfter this experience with sears I will never do business with them again and I will tell anyone that I know not to do business with themThe store in quincy, IL where I originally purchased the tool boxes told me on more than one occasion we cant get ahold of anyone right now but give us your phone number and we will call you backNot one time did they ever call me back it was always me waiting around for three or four days and then I would call them backThe first time I called I was speaking with the person who sold me the tool boxes and he was talking to me and the manager both about the incedent that according to them they had no record of but anyway the whole time were on the phone the managers in the background saying he better have a receipt or were not going to do anything about itHe actually said that at least three times and maybe more but I know for sure threeI have always been an honest person and tried to do the right thing all of my life and when someone basically accuses me of lying and trying to get something from them for nothing I have no use for them, and then they want to call me out of the blue and offer to pay for my receipts that I had purchased the parts to put my boxes together that I paid for and they didn't give me in the first placeI don't think im going to except there apologie Sears are basically a bunch of thieves and they don't want to deal with you after you give them your money Sincerely, [redacted]
August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Patrice G [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and incorrect refund Adam [redacted] , Store General Manager for Unit ***, provided the following response: It is unfortunate that we failed Ms [redacted] ’s expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter speaking with Ms [redacted] regarding this matter, she agreed to return to our store to put the mattress back on layawayWe advised that we would honor the same July 4th sale and resolve the issue with the refund check Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms [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
May 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and request for a full refund It is unfortunate that we failed [redacted] expectations as we value his patronageWe can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in his order we show that Sears Online indicated that a refund would be issued in AprilWe apologize for the delay in receiving this refund and have completed this refund today [redacted] can expect to receive a refund of $and the remaining $in the form of a mail bank checkThese checks should arrive within to business daysAdditionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn 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] Regulatory Complaint Specialist Sears Holdings Corporation
October 11, Nita [redacted] Revdex.comNorth Wabash Ave., Ste***Chicago, IL Re: # [redacted] –William E [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’ complaint regarding a timing light he purchased recently Mr [redacted] was contacted and he was provided with a full refundThis refund should reflect within 3-business daysSince we have granted Mr***’ request, we respectfully ask that this matter wil 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 concernsSincerely,Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) 248-[redacted] [email protected]