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
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]
(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
August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # – Maryann Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the performance of her washer and her request for an exchange or refund While we understand that Ms [redacted] is not satisfied with the performance of her washer, she does not qualify for an exchange or a returnAs clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms [redacted] purchased the washer on October 18, 2015, she is clearly over the 30-day “hassle-free” return/exchange periodWe also researched Ms [redacted] ’s model, 11026132410, and there are no recalls listed by the manufacturer for her washer We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms [redacted] , when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor MsLebo request Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[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]
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]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - William [redacted] Dear Ms [redacted] : We have not been able to complete our investigation of Mr [redacted] complaint regarding his vacuum cleaner We were unable to find a profile for Mr [redacted] for the vacuum cleaner purchase with the contact information he provided in his complaintIf Mr [redacted] can provide additional information such as the address and phone number he used at the time of purchase or a copy of the sales check we will be happy to address his issueWith that being said we have closed this case pending additional information from Mr [redacted] 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
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
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]
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
February 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] * Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his request to be reimbursed $for a part he purchased to repair his snow thrower himself Our records show a snow thrower purchase that Mr [redacted] bought in December of That item had a year warranty and could be brought in for a “carry-in” repair to any of our stores or one of our part and repair centers if there is one in the areaIn Mr [redacted] case we do not see that any repair was ever set up through Sears on his snow throwerIf this is incorrect and he did take the snow thrower in to Sears for a repair, and has some sort of receipt to support this, then we would certainly be willing to review his receipt for parts for possible reimbursementOtherwise though, if he took it upon himself to perform work that was unauthorized by Sears and could have voided any warranty if it had not already expired in December, then he would not be eligible for reimbursement We apologize to Mr***and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [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***
[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]
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] ***
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
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
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsB [redacted] complaint regarding her dissatisfaction with Sears’ attempts to repair her range and her subsequent request for a replacement range As Clarification, the Master Protection Agreement MsB [redacted] purchased for her range specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose 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.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit Upon receipt of this complaint, our records confirmed that Sears completed a total of service orders for MsB [redacted] range since her purchase date of October 13, However, parts were replaced on only of the service orders The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit After completing her purchase, MsB [redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her range meet the aforementioned guidelines With this having been said, MsB [redacted] request for a replacement range was authorized for her satisfaction on May 8, 2017, and our records show that she selected a new range on May 17th MsB [redacted] is welcome to contact Sears Protection Agreement Benefits Administration at ( [redacted] with any further questions she may have about her coverage Since we have provided services relative and appropriate to the terms of the Master Protection Agreement MsB [redacted] purchased for her range, 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] ***
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]
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: 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, Vesta ***
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
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]
(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
August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # – Maryann Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the performance of her washer and her request for an exchange or refund While we understand that Ms [redacted] is not satisfied with the performance of her washer, she does not qualify for an exchange or a returnAs clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms [redacted] purchased the washer on October 18, 2015, she is clearly over the 30-day “hassle-free” return/exchange periodWe also researched Ms [redacted] ’s model, 11026132410, and there are no recalls listed by the manufacturer for her washer We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms [redacted] , when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor MsLebo request Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[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]
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]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - William [redacted] Dear Ms [redacted] : We have not been able to complete our investigation of Mr [redacted] complaint regarding his vacuum cleaner We were unable to find a profile for Mr [redacted] for the vacuum cleaner purchase with the contact information he provided in his complaintIf Mr [redacted] can provide additional information such as the address and phone number he used at the time of purchase or a copy of the sales check we will be happy to address his issueWith that being said we have closed this case pending additional information from Mr [redacted] 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, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
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
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]
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
February 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] * Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his request to be reimbursed $for a part he purchased to repair his snow thrower himself Our records show a snow thrower purchase that Mr [redacted] bought in December of That item had a year warranty and could be brought in for a “carry-in” repair to any of our stores or one of our part and repair centers if there is one in the areaIn Mr [redacted] case we do not see that any repair was ever set up through Sears on his snow throwerIf this is incorrect and he did take the snow thrower in to Sears for a repair, and has some sort of receipt to support this, then we would certainly be willing to review his receipt for parts for possible reimbursementOtherwise though, if he took it upon himself to perform work that was unauthorized by Sears and could have voided any warranty if it had not already expired in December, then he would not be eligible for reimbursement We apologize to Mr***and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [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***
[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]
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] ***
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
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
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsB [redacted] complaint regarding her dissatisfaction with Sears’ attempts to repair her range and her subsequent request for a replacement range As Clarification, the Master Protection Agreement MsB [redacted] purchased for her range specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose 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.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit Upon receipt of this complaint, our records confirmed that Sears completed a total of service orders for MsB [redacted] range since her purchase date of October 13, However, parts were replaced on only of the service orders The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit After completing her purchase, MsB [redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her range meet the aforementioned guidelines With this having been said, MsB [redacted] request for a replacement range was authorized for her satisfaction on May 8, 2017, and our records show that she selected a new range on May 17th MsB [redacted] is welcome to contact Sears Protection Agreement Benefits Administration at ( [redacted] with any further questions she may have about her coverage Since we have provided services relative and appropriate to the terms of the Master Protection Agreement MsB [redacted] purchased for her range, 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] ***
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]
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: 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, Vesta ***