July 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Diana [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ' rebuttal to our response regarding her dissatisfaction that the tractor has failed sooner than she expected Since Ms [redacted] ' tractor continues to fail even after the recent repair that was completed by our senior technician on June 30, 2015, we have decided to move forward with a replacement tractorOn July 21, we notified Ms [redacted] that we would issue an authorization for a replacementWe emailed Ms [redacted] the authorization information and instructions for a replacement tractor from SearsThe authorization is valid for daysSince we have addressed the issue brought forth in Ms [redacted] rebuttal, we have closed our file 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, Matilda [redacted] Regulatory Claims Specialist Sears Holdings Corporation 512- [redacted] matilda[redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Grant [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint Sears Home Services and repairs to his refrigerator It is unfortunate that we failed Mr [redacted] expectations when he called Sears for service on his refrigerator We value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that the concerns noted in his complaint were forwarded to management for review, so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret that the repair process took longer than we would have likedWe hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleWe have completed repairs to the refrigerator on August 23, 2016, when a computer board, air duct assembly and gasket were installedAdditionally, as a gesture of good customer service we have provided Mr [redacted] with a one year Master Protection Agreement (MPA) and we have processed a $food loss reimbursement check, which should be received within the next 7-business daysMr [redacted] has my email address and office phone number and can reach out to me if he has any other concernsThat said, we have closed our fileWe 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
September 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Gayana Y [redacted] L [redacted] * [redacted] Dear [redacted] We have completed our investigation of MsL [redacted] complaint regarding Sears Home Services It is regrettable that we failed MsL [redacted] expectations when she recently contacted Sears Home Services to repair her tenant’s dishwasherWe value MsL [redacted] patronage and we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely apologize to MsL [redacted] and her tenant for any inconvenience we may have caused Upon receiving MsL [redacted] complaint, we contacted the local office unit for assistanceAlice with unit [redacted] called MsL [redacted] to apologize and to see if she still needed to scheduled service MsL [redacted] explained that she had another service provider repair the dishwasher As a conciliatory gesture, Alice offered MsL [redacted] a $gift card as a goodwill gesture MsL [redacted] accepted and she should receive it in the mail in the next two to three weeksWith that said, since we have documented MsL [redacted] concerns with the repair process and we have confirmed that she no longer requires service, we ask that this matter be closed Again, we apologize to MsL [redacted] and her tenant and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
September 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrs***’s rebuttal to the response we provided regarding her request for a refund for a power washer she purchased from Sears We have reviewed both Sears.com’s response and Ms***’s rebuttal, and we do not find that Ms [redacted] has brought any new information to her complaint While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund for her power washer We are also unable to honor a request for a covered repair because, as previously stated, the failure she experienced each time could have been prevented by following the manufacturer’s instructions There were no defects reported by the manufacturer, and none found during our service evaluation It is also important to note that the manufacturer provided a year warranty, which begins on the date of purchase regardless of when the consumer chooses to begin using the product Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mrs***’s case, we can only apologize that we failed her expectations Sears has provided services appropriate to the terms of the manufacturer’s warranty for Mrs***’s power washer, and our current decision remains aligned with that warranty Since this decision is final, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: [redacted] I am rejecting this response because: Nothing was resolvedMy appliance has a second fan motor in months timeI believe my repair history displays a pattern of unreliability and should be replacedHaving discarded three trash bags of food because it was unsafe is not acceptableThe lip service given by Sears demonstrates a plain disregard of customer serviceMy appliance has had service calls this is completely unacceptableI will not be removing my complaint at this timeA tech at Sears has confirmed the types of continuing repairs does allow the product to be replaced and was confused why warranty was not stepping upI do not believe the representative that responded even researched my repair history to see what types of repairs were made Sincerely, [redacted] ***
[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 delivery of a treadmill to a new location after its initial purchaseMs [redacted] noted in her complaint regarding the purchase of a treadmill: “The salesman said to me that if I bought it then he would not only guarantee delivery to current address but he also insure me that when I moved to my new home they would come and disassemble the treadmill and relocate it to my new home.” Ms [redacted] provided me with the phone number that references a [redacted] treadmill purchased on February 2, 2014, almost years agoTo clarify, once an item is delivered, Sears does not provide moving services to move an item to a consumer’s new locationThat said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
August 3, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #9456***- Barbara [redacted] Dear Mrs [redacted] : We have completed our investigation of Ms [redacted] complaint regarding her recent purchase Assistant Store Manager Joy *** provided the following response: We have spoken with Ms [redacted] in regard to this issue and a refund was providedWe want to point out that the signs at a store undergoing liquidation make it clear that all sales are finalThe receipt also notes this as wellHowever, an exception as made in Ms [redacted] case as a courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) [redacted] Tammie[redacted] @searshc.com
Revdex.com: Although we are very disappointed in this response, we realize that we have no recourse Very tricky, clever & interesting logic utilized on the part of the big corporation So, we will just let it go at this point Consider the matter closed Our thanks to the Revdex.com for trying to get Sear's to do the right thing I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Vicky S [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number (***) [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that the seller submitted the refund request on July 14, 2017, and a refund was processed on July 21, The system would not allow the refund to be credited back to the PayPal account therefore a refund check was issuedMsBrummit can expect to receive the refund check in the mail within to business days or no later than end of business day August 4, For Ms [redacted] records the return receipt number is In closure, since a refund has been provided, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 9, 2018Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Monica C [redacted] Dear Ms [redacted] :This letter will acknowledge receipt of the above referenced customer’s follow up complaint, which was referred to our office for response.This matter has been forwarded to the appropriate Sears unit for investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaintPlease feel free to contact me if you have any further questions or concerns.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905imx integrated member experience
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding the Sears Home Warrnaty We would first like to point out that [redacted] Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr [redacted] contract We were informed by CCHS that they received Mr [redacted] complaint via their local Revdex.com and on 5/9/17, a refund totaling $was processed and credited back to Mr [redacted] ending in - [redacted] In light of the circumstances surrounding the claim, a reimbursement of the customer’s $deductible was refunded on 6/6/In reference to the overdraft fees, Mr [redacted] provided a statement reflecting the amount that he was billed, however, the statement that he provided wasn’t for the credit card that we had on file and it was requested on 6/that he provide the documentation for review and assure that the statement is for the credit card that we have on fileOur Accounts Receivable team spoke with the customer on 6/5/and advised of the same As of June 21, Mr [redacted] has yet to provide the requested information for CCHS’s review regarding over draft chargesSince we are waiting for Mr [redacted] to provide the requested information to his contact at CCHS we have closed this case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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 payment is received as noted by the business Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service for his Cook Top under the Basic Protection Agreement It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing itThe most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surfaceEach of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail That being said our service technician provided pictures of the cook top and the crack for review by managementThe crack is due to impact damageWe were also able to see appears to have been spill over that has burnt on to the cook top leaving carbon on the surfaceThis carbon is most likely from burnt on food spillage that was not properly cleaned up at the time of incidentThis alone over time will cause the cook top to not perform well Since we have explained why Mr [redacted] cook top’s replacement is not covered under his Basic Protection Agreement we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 13, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Kenisha M [redacted] Dea [redacted] We have completed the investigation of MsM [redacted] complaint regarding her customer service experience.After reviewing Ms M [redacted] complaint and our records, we contacted our delivery department to conduct an audit on the orders in questionOnce completed, we were able to determine that when MsM [redacted] spoke with customer service, she requested to cancel the mattress order and unfortunately the wrong order was canceledBased on the fact that this was no fault of MsM [redacted] a pick up and return was processed on August 28, in the amount of $with no penalties or feesThis credit should be viewable within 7-business daysIf MsM [redacted] has questions regarding her credit posting, we ask that she contact her financial institutionSince we were able to credit MsM [redacted] full for her canceled order, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Alan R***
August 28th, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] / Yolanda J [redacted] Via: Revdex.com website Dear MsV [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We have reached an amicable resolution in regards to MsJ***’ concernA refund has been issued for MsJ [redacted] MsJ [redacted] can check with her bank in 5-business days for the fundsI advised MsJ [redacted] that the reason for the incorrect name on the check was because the name was never updated from her father-in-law’s to the correct name that should be on repair accountI advised MsJ [redacted] to update the information in order to prevent any confusion like this in the future At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MsJ [redacted] as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] *** or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Yolanda J [redacted] Via: 1st Class Mail
September 7, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her disappointment that the glass in her range’s oven door shattered and her request to receive $towards a new range even though she acknowledges that the range is not covered under any warranty coverage We would first like to note that the glass used in oven doors and cooktops is tempered but this does not imply that it is bulletproof or unbreakableTempered glass is designed to be able to withstand changes in temperature, but it is possible to break itThe other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small piecesThese pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damagedWhen it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completelyIn the case of an oven door, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glassAt first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to failIf it is the cook-top itself that Ms [redacted] is referring to, then dropping items on it is the most common way for it to break, again, even if it does not do so immediately Ms [redacted] notes that the range was present when they moved in and the only range purchase we found out that address dates from approximately 2000, or over years agoIn new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchaseSo if Ms [redacted] was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty periodIn Ms [redacted] ’s case, the range in question is clearly outside that timeframe and as such we feel it is apparent that any breakage would have to be attributable to usage rather than a defectDue to the age of the appliance it is not uncommon for parts to no longer be available; particularly ones that are very model specificWhen that happens, then a consumer’s only choice is to purchase a new item if they are so inclinedThis is not something though that the retailer or manufacturer would be responsible for coveringWith that said, as a courtesy we would be willing to provide a 10% discount off of any range purchased from Sears and would just need Ms [redacted] to send us a copy of her receipt, or let us know her sales check number so that a sales adjustment could be provided on her purchaseIn the interim, since we have explained that a failure of this nature is not covered if there is no warranty or service contract to provide this benefit, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, Dana [redacted] Team Manager, Regulatory Complaints Phone: ***-***-***Email: Dana[redacted] @searshc.com
February 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Peter S [redacted] Dear [redacted] We have completed the investigation of MrS [redacted] complaint regarding his refrigerator According to our records, MrS [redacted] was provided with an exchange on January 27, Since this is the resolution MrS [redacted] was seeking, we respectfully ask that this matter be considered closed We apologize to MrS [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 S [redacted] Specialist, Regulatory Complaints Email: Tammie.S [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Diana [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint damage to her floor and proof of purchase for a refrigerator they note was purchased from SearsWe feel it is first important to note that Sears does not have the proof of purchase information for the GE refrigerator noted in Ms [redacted] ’s complaintOur information is the same as Ed ***, Claims Examiner from Sedgwick, Sears’ third party claims administrator hasRegarding the Sedgwick damage claim, Ms [redacted] is aware that on August 12, 2016, Sears referred her damage claim to Sedgwick, for reviewOnce it was called in to Sedgwick, the claim was given a claim number of # [redacted] -***Ed [redacted] is handling this complaint for Sedgwick and his contact number is 847-645-For clarification, Sedgwick has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon Sedgwick’s actionsTheir decision is immutableIf Ms [redacted] has any further questions in regards to her claim, she would need to contact her case worker at SedgwickIt is important to note that Sears has records indicating that the refrigerator in question was purchased from Sears on July 1, The sale occurred more than years ago and we do not have the sales check information from the purchase Mr [redacted] has informed Ms [redacted] that he recommended that she reach out and file a claim directly with GE, the manufacturer of the refrigerator in questionSince we have noted our response to Ms [redacted] ’s complaint, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: I am not sure how Sears can say it is a wear and tear when their own inspector has come by and said the sink was installed incorrectly Either way, he was supposed to contact us back with our options and he never called back We have been charged $and have not been told about our options The water leak created a power shortage due to the fact no one called us to fix the sink in time or a warning from inspector that could happenI have left [redacted] a message and waiting for he call back Sincerely, [redacted]
July 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Diana [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ' rebuttal to our response regarding her dissatisfaction that the tractor has failed sooner than she expected Since Ms [redacted] ' tractor continues to fail even after the recent repair that was completed by our senior technician on June 30, 2015, we have decided to move forward with a replacement tractorOn July 21, we notified Ms [redacted] that we would issue an authorization for a replacementWe emailed Ms [redacted] the authorization information and instructions for a replacement tractor from SearsThe authorization is valid for daysSince we have addressed the issue brought forth in Ms [redacted] rebuttal, we have closed our file 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, Matilda [redacted] Regulatory Claims Specialist Sears Holdings Corporation 512- [redacted] matilda[redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Grant [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint Sears Home Services and repairs to his refrigerator It is unfortunate that we failed Mr [redacted] expectations when he called Sears for service on his refrigerator We value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that the concerns noted in his complaint were forwarded to management for review, so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret that the repair process took longer than we would have likedWe hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleWe have completed repairs to the refrigerator on August 23, 2016, when a computer board, air duct assembly and gasket were installedAdditionally, as a gesture of good customer service we have provided Mr [redacted] with a one year Master Protection Agreement (MPA) and we have processed a $food loss reimbursement check, which should be received within the next 7-business daysMr [redacted] has my email address and office phone number and can reach out to me if he has any other concernsThat said, we have closed our fileWe 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
September 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Gayana Y [redacted] L [redacted] * [redacted] Dear [redacted] We have completed our investigation of MsL [redacted] complaint regarding Sears Home Services It is regrettable that we failed MsL [redacted] expectations when she recently contacted Sears Home Services to repair her tenant’s dishwasherWe value MsL [redacted] patronage and we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely apologize to MsL [redacted] and her tenant for any inconvenience we may have caused Upon receiving MsL [redacted] complaint, we contacted the local office unit for assistanceAlice with unit [redacted] called MsL [redacted] to apologize and to see if she still needed to scheduled service MsL [redacted] explained that she had another service provider repair the dishwasher As a conciliatory gesture, Alice offered MsL [redacted] a $gift card as a goodwill gesture MsL [redacted] accepted and she should receive it in the mail in the next two to three weeksWith that said, since we have documented MsL [redacted] concerns with the repair process and we have confirmed that she no longer requires service, we ask that this matter be closed Again, we apologize to MsL [redacted] and her tenant and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
September 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrs***’s rebuttal to the response we provided regarding her request for a refund for a power washer she purchased from Sears We have reviewed both Sears.com’s response and Ms***’s rebuttal, and we do not find that Ms [redacted] has brought any new information to her complaint While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund for her power washer We are also unable to honor a request for a covered repair because, as previously stated, the failure she experienced each time could have been prevented by following the manufacturer’s instructions There were no defects reported by the manufacturer, and none found during our service evaluation It is also important to note that the manufacturer provided a year warranty, which begins on the date of purchase regardless of when the consumer chooses to begin using the product Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mrs***’s case, we can only apologize that we failed her expectations Sears has provided services appropriate to the terms of the manufacturer’s warranty for Mrs***’s power washer, and our current decision remains aligned with that warranty Since this decision is final, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: [redacted] I am rejecting this response because: Nothing was resolvedMy appliance has a second fan motor in months timeI believe my repair history displays a pattern of unreliability and should be replacedHaving discarded three trash bags of food because it was unsafe is not acceptableThe lip service given by Sears demonstrates a plain disregard of customer serviceMy appliance has had service calls this is completely unacceptableI will not be removing my complaint at this timeA tech at Sears has confirmed the types of continuing repairs does allow the product to be replaced and was confused why warranty was not stepping upI do not believe the representative that responded even researched my repair history to see what types of repairs were made Sincerely, [redacted] ***
[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 delivery of a treadmill to a new location after its initial purchaseMs [redacted] noted in her complaint regarding the purchase of a treadmill: “The salesman said to me that if I bought it then he would not only guarantee delivery to current address but he also insure me that when I moved to my new home they would come and disassemble the treadmill and relocate it to my new home.” Ms [redacted] provided me with the phone number that references a [redacted] treadmill purchased on February 2, 2014, almost years agoTo clarify, once an item is delivered, Sears does not provide moving services to move an item to a consumer’s new locationThat said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
August 3, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #9456***- Barbara [redacted] Dear Mrs [redacted] : We have completed our investigation of Ms [redacted] complaint regarding her recent purchase Assistant Store Manager Joy *** provided the following response: We have spoken with Ms [redacted] in regard to this issue and a refund was providedWe want to point out that the signs at a store undergoing liquidation make it clear that all sales are finalThe receipt also notes this as wellHowever, an exception as made in Ms [redacted] case as a courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) [redacted] Tammie[redacted] @searshc.com
Revdex.com: Although we are very disappointed in this response, we realize that we have no recourse Very tricky, clever & interesting logic utilized on the part of the big corporation So, we will just let it go at this point Consider the matter closed Our thanks to the Revdex.com for trying to get Sear's to do the right thing I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Vicky S [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number (***) [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that the seller submitted the refund request on July 14, 2017, and a refund was processed on July 21, The system would not allow the refund to be credited back to the PayPal account therefore a refund check was issuedMsBrummit can expect to receive the refund check in the mail within to business days or no later than end of business day August 4, For Ms [redacted] records the return receipt number is In closure, since a refund has been provided, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 9, 2018Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Monica C [redacted] Dear Ms [redacted] :This letter will acknowledge receipt of the above referenced customer’s follow up complaint, which was referred to our office for response.This matter has been forwarded to the appropriate Sears unit for investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaintPlease feel free to contact me if you have any further questions or concerns.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905imx integrated member experience
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding the Sears Home Warrnaty We would first like to point out that [redacted] Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr [redacted] contract We were informed by CCHS that they received Mr [redacted] complaint via their local Revdex.com and on 5/9/17, a refund totaling $was processed and credited back to Mr [redacted] ending in - [redacted] In light of the circumstances surrounding the claim, a reimbursement of the customer’s $deductible was refunded on 6/6/In reference to the overdraft fees, Mr [redacted] provided a statement reflecting the amount that he was billed, however, the statement that he provided wasn’t for the credit card that we had on file and it was requested on 6/that he provide the documentation for review and assure that the statement is for the credit card that we have on fileOur Accounts Receivable team spoke with the customer on 6/5/and advised of the same As of June 21, Mr [redacted] has yet to provide the requested information for CCHS’s review regarding over draft chargesSince we are waiting for Mr [redacted] to provide the requested information to his contact at CCHS we have closed this case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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 payment is received as noted by the business Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service for his Cook Top under the Basic Protection Agreement It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing itThe most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surfaceEach of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail That being said our service technician provided pictures of the cook top and the crack for review by managementThe crack is due to impact damageWe were also able to see appears to have been spill over that has burnt on to the cook top leaving carbon on the surfaceThis carbon is most likely from burnt on food spillage that was not properly cleaned up at the time of incidentThis alone over time will cause the cook top to not perform well Since we have explained why Mr [redacted] cook top’s replacement is not covered under his Basic Protection Agreement we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 13, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Kenisha M [redacted] Dea [redacted] We have completed the investigation of MsM [redacted] complaint regarding her customer service experience.After reviewing Ms M [redacted] complaint and our records, we contacted our delivery department to conduct an audit on the orders in questionOnce completed, we were able to determine that when MsM [redacted] spoke with customer service, she requested to cancel the mattress order and unfortunately the wrong order was canceledBased on the fact that this was no fault of MsM [redacted] a pick up and return was processed on August 28, in the amount of $with no penalties or feesThis credit should be viewable within 7-business daysIf MsM [redacted] has questions regarding her credit posting, we ask that she contact her financial institutionSince we were able to credit MsM [redacted] full for her canceled order, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Alan R***
August 28th, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] / Yolanda J [redacted] Via: Revdex.com website Dear MsV [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We have reached an amicable resolution in regards to MsJ***’ concernA refund has been issued for MsJ [redacted] MsJ [redacted] can check with her bank in 5-business days for the fundsI advised MsJ [redacted] that the reason for the incorrect name on the check was because the name was never updated from her father-in-law’s to the correct name that should be on repair accountI advised MsJ [redacted] to update the information in order to prevent any confusion like this in the future At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MsJ [redacted] as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] *** or via email at [redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Yolanda J [redacted] Via: 1st Class Mail
September 7, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her disappointment that the glass in her range’s oven door shattered and her request to receive $towards a new range even though she acknowledges that the range is not covered under any warranty coverage We would first like to note that the glass used in oven doors and cooktops is tempered but this does not imply that it is bulletproof or unbreakableTempered glass is designed to be able to withstand changes in temperature, but it is possible to break itThe other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small piecesThese pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damagedWhen it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completelyIn the case of an oven door, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glassAt first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to failIf it is the cook-top itself that Ms [redacted] is referring to, then dropping items on it is the most common way for it to break, again, even if it does not do so immediately Ms [redacted] notes that the range was present when they moved in and the only range purchase we found out that address dates from approximately 2000, or over years agoIn new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchaseSo if Ms [redacted] was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty periodIn Ms [redacted] ’s case, the range in question is clearly outside that timeframe and as such we feel it is apparent that any breakage would have to be attributable to usage rather than a defectDue to the age of the appliance it is not uncommon for parts to no longer be available; particularly ones that are very model specificWhen that happens, then a consumer’s only choice is to purchase a new item if they are so inclinedThis is not something though that the retailer or manufacturer would be responsible for coveringWith that said, as a courtesy we would be willing to provide a 10% discount off of any range purchased from Sears and would just need Ms [redacted] to send us a copy of her receipt, or let us know her sales check number so that a sales adjustment could be provided on her purchaseIn the interim, since we have explained that a failure of this nature is not covered if there is no warranty or service contract to provide this benefit, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, Dana [redacted] Team Manager, Regulatory Complaints Phone: ***-***-***Email: Dana[redacted] @searshc.com
February 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Peter S [redacted] Dear [redacted] We have completed the investigation of MrS [redacted] complaint regarding his refrigerator According to our records, MrS [redacted] was provided with an exchange on January 27, Since this is the resolution MrS [redacted] was seeking, we respectfully ask that this matter be considered closed We apologize to MrS [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 S [redacted] Specialist, Regulatory Complaints Email: Tammie.S [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Diana [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint damage to her floor and proof of purchase for a refrigerator they note was purchased from SearsWe feel it is first important to note that Sears does not have the proof of purchase information for the GE refrigerator noted in Ms [redacted] ’s complaintOur information is the same as Ed ***, Claims Examiner from Sedgwick, Sears’ third party claims administrator hasRegarding the Sedgwick damage claim, Ms [redacted] is aware that on August 12, 2016, Sears referred her damage claim to Sedgwick, for reviewOnce it was called in to Sedgwick, the claim was given a claim number of # [redacted] -***Ed [redacted] is handling this complaint for Sedgwick and his contact number is 847-645-For clarification, Sedgwick has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon Sedgwick’s actionsTheir decision is immutableIf Ms [redacted] has any further questions in regards to her claim, she would need to contact her case worker at SedgwickIt is important to note that Sears has records indicating that the refrigerator in question was purchased from Sears on July 1, The sale occurred more than years ago and we do not have the sales check information from the purchase Mr [redacted] has informed Ms [redacted] that he recommended that she reach out and file a claim directly with GE, the manufacturer of the refrigerator in questionSince we have noted our response to Ms [redacted] ’s complaint, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: I am not sure how Sears can say it is a wear and tear when their own inspector has come by and said the sink was installed incorrectly Either way, he was supposed to contact us back with our options and he never called back We have been charged $and have not been told about our options The water leak created a power shortage due to the fact no one called us to fix the sink in time or a warning from inspector that could happenI have left [redacted] a message and waiting for he call back Sincerely, [redacted]