January 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Yeimy G [redacted] - [redacted] Dear [redacted] We have completed our investigation of MsG [redacted] complaint regarding her freezer repair First, we would like to apologize to MsG [redacted] for failing her expectations in regard to her freezer repairUpon researching MsG [redacted] complaint, we found that she was assisted by Shania F [redacted] with our escalated customer service group, Executive Member Services (EMS MsF [redacted] contacted Sears Home Warranty to assist MsG [redacted] in scheduling an appointmentSears Home Warranty subsequently reported to MsF [redacted] that the repair to MsG [redacted] freezer was completed on December 29, If MsG [redacted] has any further concerns she can reach MsF [redacted] at ( [redacted] ** In the interim, as it is our understanding that the freezer is working properly at this time, we have closed our file Again, we apologize to MsG [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
November 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Cynthia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the repair process for her refrigerator As clarification, Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her 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”) Ms [redacted] ’s refrigerator has not been deemed un-repairable, nor has it met the other criteria noted above wherein a replacement may be granted We have informed Ms [redacted] that it appears that the issue is that the home environment is very humid and this is causing the refrigerator to produce excess condensationPage of Ms [redacted] ’s owner’s manual specifically notes that this may be the cause of such an issueIt also states that the doors may be getting opened frequently and or the door may not be getting shut completely at times, which allows warmer air inWhile Ms [redacted] ’s refrigerator does not qualify for replacement according to the terms of the MPA and we feel that the cause is likely external, we are willing to examine the refrigerator again to have a technician work with our technical support team in order to eliminate any possible functional issues that may existTo date, there has been no evidence of a failure of any kindShould Ms [redacted] wish to schedule an appointment wherein we may do this, I may be reached during business hours via email at Tammie[redacted] @searshc.comIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[redacted] @searshc.com
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
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
September 29, 2017Bryce [redacted] [redacted] , UT Our File No.: [redacted] Revdex.com Case #: [redacted] Via: First Class MailVia Email: bryce [redacted] @gmail.comDear Mr [redacted] ,Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionOn behalf of SHIP please know that we do value you as a customer and apologize for any frustrations or inconveniences you and your family may have experienced.SHIP 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 mannerI spoke to Mrs [redacted] on 9/26/and she confirmed that the work has been completed to her satisfactionShe also agreed to accept our offer of a credit in the amount of $for the delays and inconveniencesThis offer is being made as a gesture of customer service and goodwill.Enclosed please find the settlement agreement for your written acceptancePlease sign and return the agreement to my address and/or fax as listed below, before the deadlineIf you have any questions or concerns, please contact me at 1-800-222-extension 5681, or via email at richard.***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint SpecialistEnclosure: cc: Revdex.com via Website
August 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Debra [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and her request to receive the remaining refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we were able to confirm that the remaining refund amount was issued back to Ms [redacted] PayPal account on August 26, The credit should post within to business daysAdditionally, 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, since the credit has been processed and we have noted Ms [redacted] concerns, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Odislen [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] scomplaint regarding his dissatisfaction with the problems he encountered when he took his vehicle in to the Sears auto center for tire rotations and balancing Upon receipt of Mr [redacted] s complaint we reached out to Russell [redacted] , Auto Center Manager for Unit 6515, to assist with Mr [redacted] s complaintMr [redacted] investigated and confirmed that the studs and lug nuts were replacedMr [redacted] tried to reach Mr [redacted] to discuss but was not able to make contactMr [redacted] left a voicemail and apologized for the inconvenienceHe also assured Mr [redacted] that the studs and lug nuts were replacedMr [redacted] left his contact information and requested that Mr [redacted] contact him if there was anything else he could assist him withOn August 13, Mr [redacted] confirmed that he received Mr [redacted] 's voicemail and plans on visiting the auto center to discuss his complaint with Mr [redacted] in personWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Mr [redacted] s issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter be closed Again, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda[redacted] @searshc.com
December 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 recent purchase We have spoken with Mr [redacted] in regard to this issueAs a conciliatory gesture, we offered to provide him with $worth of points to his Shop Your Way Rewards (SYWR) account and he acceptedAccording to our records, the correct item was delivered to Mr [redacted] on December 8, It is our hope that this will provide Mr [redacted] with a sense of closure on this matter 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 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]
August 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Connie [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] 's complaint regarding the service experience for her refrigerator It is unfortunate that we failed Ms [redacted] 's expectations with his recent repair experienceWe value Ms [redacted] 's patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurredUpon receipt of Ms [redacted] 's complaint we found that her refrigerator had been repairedMs [redacted] confirmed that it was in good working orderFor customer satisfaction we offer to provide Ms [redacted] with a three year Master Protection Agreement at no cost that we purchased on her behalf; this has a retail value of $As this resolution was acceptable to Ms [redacted] we have closed our case 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa[redacted] @searshc.com
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]
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]
June 26, [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 recent online order It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter forwarding this matter to the local store, we received a response from District Sales Manager [redacted] Fortunately, Ms [redacted] stated that Ms [redacted] had reported receiving her refund checkShould Ms [redacted] have any questions regarding the refund, she may contact the store directly at ( [redacted] 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] 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
Complaint: [redacted] I am rejecting this response because: [redacted] is lying about me not returning her callI returned her call times the first time she told me to ask for someone by the name of [redacted] because she was leavingI did that and a storw associate told me [redacted] was on lunch took my name and number and said she would call me back, well that did not happenThe next day [redacted] called again left a message and I called her right back and again a store associate said [redacted] was not availableI called a little bit later and a store associate informed me again [redacted] was not available and I told the associate I was getting frustrated about being told to call the store back and not being able to speak with [redacted] or [redacted] so at that time I was done calling sears to keep getting the run aroundThis whole experience has been very frustrating and at this time I have decided to just do business else whereThanks for your time Sincerely, [redacted] ***
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
July 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return the Craftsman Storage Shed and shelf 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 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 detailsWe would like to note that the return policy is listed below the description of the storage shed she purchased onlineWith 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] purchased the storage shed on May 26, 2016, and attempted to return it on July 11, 2016, she was clearly over the 30-day “hassle-free” return period However, after the Sears hassle-free 30-day return/exchange period has expired, the storage shed is covered by the manufacturer’s 10-year warrantySince Ms [redacted] mentioned in her complaint that the storage shed is defective, we informed her that we would exchange it for the same modelAs a one-time courtesy, we offered to cover the delivery and haul away on the exchangeWe explained that in future, she would have to follow the manufacturer’s instructions for an in-warranty issueShe accepted the offer and requested delivery of the storage shed scheduled for August 15, We explained that the shelf was over the day return period and did not qualify for a return or exchangeAs for the [redacted] Shop Your Way Reward points, we researched and discovered that the points were deducted, but due to a system glitch the purchase did not provide a receiptWhen the shelf was returned the points were not credited since the system could not relate it to the initial purchaseOn July 19, we manually issued [redacted] SYWR points to Ms [redacted] accountIn the interim, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file Again, 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 Complaint Specialist Sears Holdings Corporation [redacted]
August 11, [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 that his tv failed sooner than he expected We apologize that Mr [redacted] tv failed to meet his expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail After reviewing Mr [redacted] service history, our technician states that the screen is cracked by impact which is not covered under the terms of its manufacturer’s warranty or Master Protection Agreement While we understand Mr [redacted] frustration, we are unable to repair the tv under its warranty or Master Protection Agreement Any repair would be done at Mr [redacted] cost That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed Again, 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 Complaints Specialist [redacted]
December 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Monique MC [redacted] Dear [redacted] We have completed the investigation of MsC***’ complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled Sears layaway order It is unfortunate that we failed MsC***’ expectations when she recently used Sears layawayWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted As clarification, it appears that the address MsC [redacted] used when opening her layaway was invalid or that her address changed within the duration of her layaway, and this issue caused her check to be misdirected Our records show that after verification of the status of the check, MsC [redacted] refund was finally reissued on October 3, 2017, and she confirmed receipt of the check on October 9th We do empathize with MsC***’s situation and feel it is possible that both our store and MsC [redacted] were not aware of how these changes to her information might have delayed her refund At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future MsC [redacted] will allow us the 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 possible We respectfully ask to have this matter closed since we have noted MsC***’s comments and the appropriate refund has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
January 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Shawnae CNewman- [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for an item from her kmart.com order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have reviewed our records and confirmed that a refund of $was issued to her PayPal account and $in points was returned to her Shop Your Way Rewards account on January 11, Ms [redacted] is welcome to contact kmart.com if she has any further questions about this issue or her refund At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
August 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsP [redacted] complaint regarding non receipt of credit on her canceled order.After reviewing Ms P [redacted] complaint and our records, we contacted our credit department and were informed that a check in the amount of $was issued on June 30, via *** We emailed MsP [redacted] on August 17, to confirm if she had received the mailed checkMsP [redacted] responded and stated she has yet to receive itAt this time, the original check was voided and a new check was re-issued on August 18, We ask MsP [redacted] to allow 7-business days to arrive via [redacted] Since we re-issued a new check for MsP***, 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
January 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Yeimy G [redacted] - [redacted] Dear [redacted] We have completed our investigation of MsG [redacted] complaint regarding her freezer repair First, we would like to apologize to MsG [redacted] for failing her expectations in regard to her freezer repairUpon researching MsG [redacted] complaint, we found that she was assisted by Shania F [redacted] with our escalated customer service group, Executive Member Services (EMS MsF [redacted] contacted Sears Home Warranty to assist MsG [redacted] in scheduling an appointmentSears Home Warranty subsequently reported to MsF [redacted] that the repair to MsG [redacted] freezer was completed on December 29, If MsG [redacted] has any further concerns she can reach MsF [redacted] at ( [redacted] ** In the interim, as it is our understanding that the freezer is working properly at this time, we have closed our file Again, we apologize to MsG [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
November 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Cynthia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the repair process for her refrigerator As clarification, Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her 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”) Ms [redacted] ’s refrigerator has not been deemed un-repairable, nor has it met the other criteria noted above wherein a replacement may be granted We have informed Ms [redacted] that it appears that the issue is that the home environment is very humid and this is causing the refrigerator to produce excess condensationPage of Ms [redacted] ’s owner’s manual specifically notes that this may be the cause of such an issueIt also states that the doors may be getting opened frequently and or the door may not be getting shut completely at times, which allows warmer air inWhile Ms [redacted] ’s refrigerator does not qualify for replacement according to the terms of the MPA and we feel that the cause is likely external, we are willing to examine the refrigerator again to have a technician work with our technical support team in order to eliminate any possible functional issues that may existTo date, there has been no evidence of a failure of any kindShould Ms [redacted] wish to schedule an appointment wherein we may do this, I may be reached during business hours via email at Tammie[redacted] @searshc.comIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[redacted] @searshc.com
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
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
September 29, 2017Bryce [redacted] [redacted] , UT Our File No.: [redacted] Revdex.com Case #: [redacted] Via: First Class MailVia Email: bryce [redacted] @gmail.comDear Mr [redacted] ,Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionOn behalf of SHIP please know that we do value you as a customer and apologize for any frustrations or inconveniences you and your family may have experienced.SHIP 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 mannerI spoke to Mrs [redacted] on 9/26/and she confirmed that the work has been completed to her satisfactionShe also agreed to accept our offer of a credit in the amount of $for the delays and inconveniencesThis offer is being made as a gesture of customer service and goodwill.Enclosed please find the settlement agreement for your written acceptancePlease sign and return the agreement to my address and/or fax as listed below, before the deadlineIf you have any questions or concerns, please contact me at 1-800-222-extension 5681, or via email at richard.***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint SpecialistEnclosure: cc: Revdex.com via Website
August 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Debra [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and her request to receive the remaining refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we were able to confirm that the remaining refund amount was issued back to Ms [redacted] PayPal account on August 26, The credit should post within to business daysAdditionally, 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, since the credit has been processed and we have noted Ms [redacted] concerns, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Odislen [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] scomplaint regarding his dissatisfaction with the problems he encountered when he took his vehicle in to the Sears auto center for tire rotations and balancing Upon receipt of Mr [redacted] s complaint we reached out to Russell [redacted] , Auto Center Manager for Unit 6515, to assist with Mr [redacted] s complaintMr [redacted] investigated and confirmed that the studs and lug nuts were replacedMr [redacted] tried to reach Mr [redacted] to discuss but was not able to make contactMr [redacted] left a voicemail and apologized for the inconvenienceHe also assured Mr [redacted] that the studs and lug nuts were replacedMr [redacted] left his contact information and requested that Mr [redacted] contact him if there was anything else he could assist him withOn August 13, Mr [redacted] confirmed that he received Mr [redacted] 's voicemail and plans on visiting the auto center to discuss his complaint with Mr [redacted] in personWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Mr [redacted] s issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter be closed Again, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda[redacted] @searshc.com
December 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 recent purchase We have spoken with Mr [redacted] in regard to this issueAs a conciliatory gesture, we offered to provide him with $worth of points to his Shop Your Way Rewards (SYWR) account and he acceptedAccording to our records, the correct item was delivered to Mr [redacted] on December 8, It is our hope that this will provide Mr [redacted] with a sense of closure on this matter 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 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]
August 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Connie [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] 's complaint regarding the service experience for her refrigerator It is unfortunate that we failed Ms [redacted] 's expectations with his recent repair experienceWe value Ms [redacted] 's patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurredUpon receipt of Ms [redacted] 's complaint we found that her refrigerator had been repairedMs [redacted] confirmed that it was in good working orderFor customer satisfaction we offer to provide Ms [redacted] with a three year Master Protection Agreement at no cost that we purchased on her behalf; this has a retail value of $As this resolution was acceptable to Ms [redacted] we have closed our case 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa[redacted] @searshc.com
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]
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]
June 26, [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 recent online order It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter forwarding this matter to the local store, we received a response from District Sales Manager [redacted] Fortunately, Ms [redacted] stated that Ms [redacted] had reported receiving her refund checkShould Ms [redacted] have any questions regarding the refund, she may contact the store directly at ( [redacted] 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] 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
Complaint: [redacted] I am rejecting this response because: [redacted] is lying about me not returning her callI returned her call times the first time she told me to ask for someone by the name of [redacted] because she was leavingI did that and a storw associate told me [redacted] was on lunch took my name and number and said she would call me back, well that did not happenThe next day [redacted] called again left a message and I called her right back and again a store associate said [redacted] was not availableI called a little bit later and a store associate informed me again [redacted] was not available and I told the associate I was getting frustrated about being told to call the store back and not being able to speak with [redacted] or [redacted] so at that time I was done calling sears to keep getting the run aroundThis whole experience has been very frustrating and at this time I have decided to just do business else whereThanks for your time Sincerely, [redacted] ***
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
July 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return the Craftsman Storage Shed and shelf 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 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 detailsWe would like to note that the return policy is listed below the description of the storage shed she purchased onlineWith 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] purchased the storage shed on May 26, 2016, and attempted to return it on July 11, 2016, she was clearly over the 30-day “hassle-free” return period However, after the Sears hassle-free 30-day return/exchange period has expired, the storage shed is covered by the manufacturer’s 10-year warrantySince Ms [redacted] mentioned in her complaint that the storage shed is defective, we informed her that we would exchange it for the same modelAs a one-time courtesy, we offered to cover the delivery and haul away on the exchangeWe explained that in future, she would have to follow the manufacturer’s instructions for an in-warranty issueShe accepted the offer and requested delivery of the storage shed scheduled for August 15, We explained that the shelf was over the day return period and did not qualify for a return or exchangeAs for the [redacted] Shop Your Way Reward points, we researched and discovered that the points were deducted, but due to a system glitch the purchase did not provide a receiptWhen the shelf was returned the points were not credited since the system could not relate it to the initial purchaseOn July 19, we manually issued [redacted] SYWR points to Ms [redacted] accountIn the interim, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file Again, 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 Complaint Specialist Sears Holdings Corporation [redacted]
August 11, [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 that his tv failed sooner than he expected We apologize that Mr [redacted] tv failed to meet his expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail After reviewing Mr [redacted] service history, our technician states that the screen is cracked by impact which is not covered under the terms of its manufacturer’s warranty or Master Protection Agreement While we understand Mr [redacted] frustration, we are unable to repair the tv under its warranty or Master Protection Agreement Any repair would be done at Mr [redacted] cost That being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed Again, 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 Complaints Specialist [redacted]
December 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Monique MC [redacted] Dear [redacted] We have completed the investigation of MsC***’ complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled Sears layaway order It is unfortunate that we failed MsC***’ expectations when she recently used Sears layawayWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted As clarification, it appears that the address MsC [redacted] used when opening her layaway was invalid or that her address changed within the duration of her layaway, and this issue caused her check to be misdirected Our records show that after verification of the status of the check, MsC [redacted] refund was finally reissued on October 3, 2017, and she confirmed receipt of the check on October 9th We do empathize with MsC***’s situation and feel it is possible that both our store and MsC [redacted] were not aware of how these changes to her information might have delayed her refund At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future MsC [redacted] will allow us the 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 possible We respectfully ask to have this matter closed since we have noted MsC***’s comments and the appropriate refund has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
January 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Shawnae CNewman- [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for an item from her kmart.com order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have reviewed our records and confirmed that a refund of $was issued to her PayPal account and $in points was returned to her Shop Your Way Rewards account on January 11, Ms [redacted] is welcome to contact kmart.com if she has any further questions about this issue or her refund At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
August 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsP [redacted] complaint regarding non receipt of credit on her canceled order.After reviewing Ms P [redacted] complaint and our records, we contacted our credit department and were informed that a check in the amount of $was issued on June 30, via *** We emailed MsP [redacted] on August 17, to confirm if she had received the mailed checkMsP [redacted] responded and stated she has yet to receive itAt this time, the original check was voided and a new check was re-issued on August 18, We ask MsP [redacted] to allow 7-business days to arrive via [redacted] Since we re-issued a new check for MsP***, 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