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 Please note that we have not received a refund from Sears It has been months We are extremely dissatisfiedWe're tired of attempting to get our hard earned money returned to us from an industry we trusted Sincerely, Janice P***
(The consumer indicated he/she ACCEPTED the response from the business.) It was our decision to accept Sears' offer due to the age of our machineSears' representative [redacted] *as very professional and understanding
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11949734, and find that this resolution is satisfactory to me Sincerely, H Stephen [redacted]
Complaint: [redacted] I am rejecting this response because: I have lost confidence in the fact that Sears is making a sincere effort to resolve this issue in good faith I notified Sears and made them aware that I was not granted the 10% that I was owed off of my washer, dryer, and pedestal purchase The 10% sale should have been granted just by me calling and requesting this, as per the African American male store manager at the Sears Outlet in Ontario,Ca I am disappointed in the way in which I have had to chase down both Steve and Dorene which is what prompted me to file a Revdex.com complaint in the first place I would like to provide you with a timeline of the inadequate and unprofessional service that has been provided to me since my purchase on 7/15/16.7/15/ I purchased a washer, dryer, and pedestal from the Sears Outlet in Corona, Ca I also purchased a pedestal over the phone from the Sears Outlet in Ontario, Ca7/16/ I drove to pick up the pedestal from the Ontario store XPO was scheduled to deliver the washer, dryer, and pedestal that I purchased from the Sears Outlet in Corona Delivery was scheduled but I did not receive the productsEric claimed that the unit did not have the proper screws and indicated that I needed to hire a plumber to install a new vent, 3/8th gas line and hot and cold hoses for the washer I notified Jason from the Sears Outlet in Corona as well as the manager from XPO regarding Eric's unprofessionalism and requested that he not be sent back to my home I contacted the plumber and was charged $ the plumber indicated that I did not need anything and that my parts were fine I drove to the Sears Outlet in Torrance and purchased items that I did not need this was a waste of time, gas, and money.7/19/ Delivery window was set from to 12pm they called me at 12:47pm They were not supposed to deliver until 7/ Had I known they were going to be there after noon, I would have made arrangements to be there The delivery date was incorrect and they were still late and did not bother to call until after the fact Sincerely, Ayesha [redacted]
July 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the multiple repair attempts on her refrigerator We have received Ms [redacted] complaint and reviewed her service history Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present This is usually not discovered until the customer has a chance to let the item run for awhile Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location We understand that this can be frustrating when a customer has a situation like Ms [redacted] , and we are pursuing solutions that will provide better options for our customers when these issues occur We would like to note that Ms [redacted] refrigerator was purchased on 9/03/and the return period for this unit has passed since it is over days from the date of purchase As for repair, the refrigerator was originally repaired on 6/20/where the main PCB board and capacitor were replaced The refrigerator was again repaired on 6/30/where the compressor and drier assembly were replaced The final repair was done on 7/09/and no parts were replaced All repairs were done under warranty We would like to further note that Ms [redacted] and her husband went to the local store on July 1, and asked to speak with a manager They discussed their concerns with their refrigerator but were told that because it was outside of the return period, it would need to be repaired under the manufacturer’s warranty At this point Mrand Mrs [redacted] became upset and shouted obscenities and telling other customers to leave the store and shop elsewhere The police were called to assist with the situation and Mr [redacted] dropped off the refrigerator in the middle of the men’s department before leaving The refrigerator has since been picked upon July 6, without incidence That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
September 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Therese McC [redacted] Dear Ms [redacted] We have completed the investigation of MsMcC [redacted] ’s rebuttal to our response regarding the problems she encountered when the auto center replaced her alternator and the refund process We contacted MsMcC [redacted] , and apologize that she had been mistakenly contacted by the Lawrenceville auto center, since the work was performed at the Mays Landing auto centerAs a good-will gesture, we offered to reimburse MsMcC [redacted] for $for the batteryMsMcC [redacted] accepted the offer and should receive a bank check within – business days MsMcC [redacted] confirmed that she will contact District Manager Thomas T [redacted] to make arrangements for the $refund for the service provided by the Mays Landing auto centerWith that being said, since we have addressed the issue brought forth in MsMcC [redacted] ’s complaint, we have closed our file We apologize to MsMcC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] @searshc.com
November 9, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the disposal of his smoke detector As clarification, the smoke detector in question is manufactured with micro-curies (µCi) of americium micro-curies equates to [redacted] curies (Ci) Unless these are specifically prohibited from disposal in his community, the smoke detector can be discarded with regular refuseWe searched, but could not find any restrictions pertaining to this for Clayton or Johnston CountyAccordingly, [redacted] may dispose of this with his regular trashWe thank [redacted] for inquiring as environmental concerns are very important to us and it is our policy to comply with all applicable federal, state and local regulations We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.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 assuming my account with Sears has been resolvedI never received confirmation my account was credited (as indicated per the phone call from Sears) Sincerely, Amanda S [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) The businss offer to replaced my product and gave me day to go to Sears to picko0ut another A/C up $600.00, and at the present time I am out of town
December 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Richard C [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint regarding a recent service call for his refrigerator It is unfortunate that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused MrJohnson Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance A follservice call had already been scheduled under Sears’ 90-day Service Guarantee, but Jim [redacted] with was able to move the appointment up to December 2, The technician found that the compressor that was previously installed did not receive a full charge He subsequently charged the compressor and then tested the unit He found no leaks, observed that the correct frost pattern was forming and noted that the temperature was falling; the service call was closed as complete With that said, since we have completed the repair to Mr [redacted] refrigerator, albeit later than expected, and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Lando Regulatory Complaints Specialist
February 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have reviewed Ms [redacted] rebuttal complaint regarding her return and non-receipt of a refund As clarification, Ms [redacted] was able to provide a tracking number on February 3, 2016, which confirms the order was returnedAs such, a refund was processed accordingly on February 5, For Ms [redacted] records the refund receipt number is [redacted] Ms [redacted] credit of $should post to her account within to business days from the 5thHowever, each financial institution may have their own processing guidelinesSince a refund has been provided, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the quality of his washer and his request to return it for a refund We apologize that Mr [redacted] washer failed to meet his expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially since the replacement washer was having the same issueWe reached out to Bill [redacted] , District Manager for Hometown Store [redacted] to assist with Mr [redacted] concernsMr [redacted] contacted him and offered to exchange the washer for another modelMr [redacted] accepted the offer and agreed to revisit the hometown store to reselect another modelWith that being said, since it is our understanding that an exchange for another model is a resolution that met with Mr [redacted] approval, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/05/21) */ May [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's complaint requesting a refund for items that were returned to Sears After reviewing our records, we conducted an audit on Ms [redacted] 's original orderOur records show the following credits that were applied to the original form of payment: [redacted] February - $ [redacted] February - $ [redacted] February - $ [redacted] February - $ [redacted] May - $ Based off the information provided above, Ms [redacted] has been made wholeAt this time, we have closed our files 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 Sears Holdings Corporation/SHC Direct -XXX-XXX-XXXX [redacted] @searsch.com Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) As stated by the merchant the matter is now resolved
October 5, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Dawn B [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding her dissatisfaction with the multiple repairs on her washer and her request for a replacement Before going further, we would like to note that MsB [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “ must include repair or replacement of a functional, non-expendable part, and does 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 recall”We have researched MsB [redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement According to our records, on September 8, and the technician replaced the wire harness, a thermistor, and the display boardThe technician completed the repair and the unit is operationalWe reviewed the case notes related to MsB [redacted] s washerOn August 30, she contacted our contract department and requested laundry reimbursementMsB [redacted] was offered a $reimbursement and she accepted the offerThe check was issued on August 31, and mailed to MsB [redacted] With that being said, since we have addressed the issue brought forth in MsB [redacted] complaint, we have closed our file We apologize to MsB [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]
Contact Name and Title: [redacted] April 28, [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 refrigerator and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigeratorAfter reviewing the case notes from our escalated customer service group, Customer Solutions, we found that a replacement had been offered to Ms [redacted] , but not processedOur office completed the authorization and sent Ms [redacted] an email updating her on the authorizationThe email advised that based upon the features of Ms [redacted] current refrigerator, it was determined that $would provide her with a comparable replacement under her Master Protection Agreement (MPA)Furthermore, Ms [redacted] was asked go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs [redacted] will need to provide the telephone number on record, [redacted] , to verify the replacement authorizationThe new refrigerator will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer's warranty and then provide additional coverage until August 6, Since we are providing Ms [redacted] with her requested resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
February 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Gaylene S [redacted] - # [redacted] Dear Ms [redacted] We have completed our investigation of MsS [redacted] complaint regarding her microwave First, we would like to apologize to MsS [redacted] for failing her expectations in regard to her microwaveUpon researching MsS [redacted] complaint, we found that she was assisted by Shania F [redacted] with our escalated customer service group, Executive Member Services (EMS MsF [redacted] assisted MsS [redacted] with receiving a replacement microwave On February 15, 2018, MsF [redacted] confirmed with MsS [redacted] that the new microwave was working to her satisfactionIf MsS [redacted] has any further concerns she can reach MsF [redacted] at ( [redacted] *** In the interim, as it is our understanding that MsS [redacted] is satisfied with the outcome of her complaint, we have closed our file Again, we apologize to MsS [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Nicole ***
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 Thank you Sincerely, [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Murray [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his refrigeratorSears Home Services records indicate that a technician was dispatched to Mr [redacted] home on November 1, Notes from the service call indicate that the technician found that the defrost drain plug required adjustmentThe freezer was defrosted and upon leaving the home the freezer draw was closing as designedSince the repairs have been completed, we ask that this complaint be closedWe 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his dishwasher [redacted] ***, Sears Home Services, Support Specialist provided the following response: Sears Home Services notes indicate that repairs to Mr [redacted] dishwasher were addressed during a service call on July 29, During the service call the technician assigned to the call indicated that he replaced the upper rack wheel assemblyPrior to leaving the home the unit was tested and was found to be operating as designedThat said, we apologize to Mr [redacted] that we failed to meet his expectationsSince we have noted the repairs to the dishwasher’s upper rack, we ask that this complaint be closedWe 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]
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 Please note that we have not received a refund from Sears It has been months We are extremely dissatisfiedWe're tired of attempting to get our hard earned money returned to us from an industry we trusted Sincerely, Janice P***
(The consumer indicated he/she ACCEPTED the response from the business.) It was our decision to accept Sears' offer due to the age of our machineSears' representative [redacted] *as very professional and understanding
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11949734, and find that this resolution is satisfactory to me Sincerely, H Stephen [redacted]
Complaint: [redacted] I am rejecting this response because: I have lost confidence in the fact that Sears is making a sincere effort to resolve this issue in good faith I notified Sears and made them aware that I was not granted the 10% that I was owed off of my washer, dryer, and pedestal purchase The 10% sale should have been granted just by me calling and requesting this, as per the African American male store manager at the Sears Outlet in Ontario,Ca I am disappointed in the way in which I have had to chase down both Steve and Dorene which is what prompted me to file a Revdex.com complaint in the first place I would like to provide you with a timeline of the inadequate and unprofessional service that has been provided to me since my purchase on 7/15/16.7/15/ I purchased a washer, dryer, and pedestal from the Sears Outlet in Corona, Ca I also purchased a pedestal over the phone from the Sears Outlet in Ontario, Ca7/16/ I drove to pick up the pedestal from the Ontario store XPO was scheduled to deliver the washer, dryer, and pedestal that I purchased from the Sears Outlet in Corona Delivery was scheduled but I did not receive the productsEric claimed that the unit did not have the proper screws and indicated that I needed to hire a plumber to install a new vent, 3/8th gas line and hot and cold hoses for the washer I notified Jason from the Sears Outlet in Corona as well as the manager from XPO regarding Eric's unprofessionalism and requested that he not be sent back to my home I contacted the plumber and was charged $ the plumber indicated that I did not need anything and that my parts were fine I drove to the Sears Outlet in Torrance and purchased items that I did not need this was a waste of time, gas, and money.7/19/ Delivery window was set from to 12pm they called me at 12:47pm They were not supposed to deliver until 7/ Had I known they were going to be there after noon, I would have made arrangements to be there The delivery date was incorrect and they were still late and did not bother to call until after the fact Sincerely, Ayesha [redacted]
July 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the multiple repair attempts on her refrigerator We have received Ms [redacted] complaint and reviewed her service history Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present This is usually not discovered until the customer has a chance to let the item run for awhile Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location We understand that this can be frustrating when a customer has a situation like Ms [redacted] , and we are pursuing solutions that will provide better options for our customers when these issues occur We would like to note that Ms [redacted] refrigerator was purchased on 9/03/and the return period for this unit has passed since it is over days from the date of purchase As for repair, the refrigerator was originally repaired on 6/20/where the main PCB board and capacitor were replaced The refrigerator was again repaired on 6/30/where the compressor and drier assembly were replaced The final repair was done on 7/09/and no parts were replaced All repairs were done under warranty We would like to further note that Ms [redacted] and her husband went to the local store on July 1, and asked to speak with a manager They discussed their concerns with their refrigerator but were told that because it was outside of the return period, it would need to be repaired under the manufacturer’s warranty At this point Mrand Mrs [redacted] became upset and shouted obscenities and telling other customers to leave the store and shop elsewhere The police were called to assist with the situation and Mr [redacted] dropped off the refrigerator in the middle of the men’s department before leaving The refrigerator has since been picked upon July 6, without incidence That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
September 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Therese McC [redacted] Dear Ms [redacted] We have completed the investigation of MsMcC [redacted] ’s rebuttal to our response regarding the problems she encountered when the auto center replaced her alternator and the refund process We contacted MsMcC [redacted] , and apologize that she had been mistakenly contacted by the Lawrenceville auto center, since the work was performed at the Mays Landing auto centerAs a good-will gesture, we offered to reimburse MsMcC [redacted] for $for the batteryMsMcC [redacted] accepted the offer and should receive a bank check within – business days MsMcC [redacted] confirmed that she will contact District Manager Thomas T [redacted] to make arrangements for the $refund for the service provided by the Mays Landing auto centerWith that being said, since we have addressed the issue brought forth in MsMcC [redacted] ’s complaint, we have closed our file We apologize to MsMcC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] @searshc.com
November 9, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the disposal of his smoke detector As clarification, the smoke detector in question is manufactured with micro-curies (µCi) of americium micro-curies equates to [redacted] curies (Ci) Unless these are specifically prohibited from disposal in his community, the smoke detector can be discarded with regular refuseWe searched, but could not find any restrictions pertaining to this for Clayton or Johnston CountyAccordingly, [redacted] may dispose of this with his regular trashWe thank [redacted] for inquiring as environmental concerns are very important to us and it is our policy to comply with all applicable federal, state and local regulations We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.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 assuming my account with Sears has been resolvedI never received confirmation my account was credited (as indicated per the phone call from Sears) Sincerely, Amanda S [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) The businss offer to replaced my product and gave me day to go to Sears to picko0ut another A/C up $600.00, and at the present time I am out of town
December 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Richard C [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint regarding a recent service call for his refrigerator It is unfortunate that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused MrJohnson Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance A follservice call had already been scheduled under Sears’ 90-day Service Guarantee, but Jim [redacted] with was able to move the appointment up to December 2, The technician found that the compressor that was previously installed did not receive a full charge He subsequently charged the compressor and then tested the unit He found no leaks, observed that the correct frost pattern was forming and noted that the temperature was falling; the service call was closed as complete With that said, since we have completed the repair to Mr [redacted] refrigerator, albeit later than expected, and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Lando Regulatory Complaints Specialist
February 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have reviewed Ms [redacted] rebuttal complaint regarding her return and non-receipt of a refund As clarification, Ms [redacted] was able to provide a tracking number on February 3, 2016, which confirms the order was returnedAs such, a refund was processed accordingly on February 5, For Ms [redacted] records the refund receipt number is [redacted] Ms [redacted] credit of $should post to her account within to business days from the 5thHowever, each financial institution may have their own processing guidelinesSince a refund has been provided, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the quality of his washer and his request to return it for a refund We apologize that Mr [redacted] washer failed to meet his expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially since the replacement washer was having the same issueWe reached out to Bill [redacted] , District Manager for Hometown Store [redacted] to assist with Mr [redacted] concernsMr [redacted] contacted him and offered to exchange the washer for another modelMr [redacted] accepted the offer and agreed to revisit the hometown store to reselect another modelWith that being said, since it is our understanding that an exchange for another model is a resolution that met with Mr [redacted] approval, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/05/21) */ May [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's complaint requesting a refund for items that were returned to Sears After reviewing our records, we conducted an audit on Ms [redacted] 's original orderOur records show the following credits that were applied to the original form of payment: [redacted] February - $ [redacted] February - $ [redacted] February - $ [redacted] February - $ [redacted] May - $ Based off the information provided above, Ms [redacted] has been made wholeAt this time, we have closed our files 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 Sears Holdings Corporation/SHC Direct -XXX-XXX-XXXX [redacted] @searsch.com Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) As stated by the merchant the matter is now resolved
October 5, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Dawn B [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding her dissatisfaction with the multiple repairs on her washer and her request for a replacement Before going further, we would like to note that MsB [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “ must include repair or replacement of a functional, non-expendable part, and does 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 recall”We have researched MsB [redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement According to our records, on September 8, and the technician replaced the wire harness, a thermistor, and the display boardThe technician completed the repair and the unit is operationalWe reviewed the case notes related to MsB [redacted] s washerOn August 30, she contacted our contract department and requested laundry reimbursementMsB [redacted] was offered a $reimbursement and she accepted the offerThe check was issued on August 31, and mailed to MsB [redacted] With that being said, since we have addressed the issue brought forth in MsB [redacted] complaint, we have closed our file We apologize to MsB [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]
Contact Name and Title: [redacted] April 28, [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 refrigerator and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigeratorAfter reviewing the case notes from our escalated customer service group, Customer Solutions, we found that a replacement had been offered to Ms [redacted] , but not processedOur office completed the authorization and sent Ms [redacted] an email updating her on the authorizationThe email advised that based upon the features of Ms [redacted] current refrigerator, it was determined that $would provide her with a comparable replacement under her Master Protection Agreement (MPA)Furthermore, Ms [redacted] was asked go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs [redacted] will need to provide the telephone number on record, [redacted] , to verify the replacement authorizationThe new refrigerator will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer's warranty and then provide additional coverage until August 6, Since we are providing Ms [redacted] with her requested resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
February 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Gaylene S [redacted] - # [redacted] Dear Ms [redacted] We have completed our investigation of MsS [redacted] complaint regarding her microwave First, we would like to apologize to MsS [redacted] for failing her expectations in regard to her microwaveUpon researching MsS [redacted] complaint, we found that she was assisted by Shania F [redacted] with our escalated customer service group, Executive Member Services (EMS MsF [redacted] assisted MsS [redacted] with receiving a replacement microwave On February 15, 2018, MsF [redacted] confirmed with MsS [redacted] that the new microwave was working to her satisfactionIf MsS [redacted] has any further concerns she can reach MsF [redacted] at ( [redacted] *** In the interim, as it is our understanding that MsS [redacted] is satisfied with the outcome of her complaint, we have closed our file Again, we apologize to MsS [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Nicole ***
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 Thank you Sincerely, [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Murray [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his refrigeratorSears Home Services records indicate that a technician was dispatched to Mr [redacted] home on November 1, Notes from the service call indicate that the technician found that the defrost drain plug required adjustmentThe freezer was defrosted and upon leaving the home the freezer draw was closing as designedSince the repairs have been completed, we ask that this complaint be closedWe 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his dishwasher [redacted] ***, Sears Home Services, Support Specialist provided the following response: Sears Home Services notes indicate that repairs to Mr [redacted] dishwasher were addressed during a service call on July 29, During the service call the technician assigned to the call indicated that he replaced the upper rack wheel assemblyPrior to leaving the home the unit was tested and was found to be operating as designedThat said, we apologize to Mr [redacted] that we failed to meet his expectationsSince we have noted the repairs to the dishwasher’s upper rack, we ask that this complaint be closedWe 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]