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, Bernice [redacted]
Complaint: [redacted] I am rejecting this response because: I am very dissatisfied with how my complaint was addressed!MsS***C [redacted] scheduled a new service callWhen the day came, the same technician who already came twice called me on the phone to say he was on his wayThe Sears dispatcher then called me to tell me that the original technician had accidently been assigned to fix my dishwasher yet againThis is the real reason the service call was rescheduledThe reason I cancelled the rescheduled service call issued by MsS***C [redacted] was because she indicated to me that I would be charged additional fees (parts and labor) for whatever the new diagnosis was when another serviceman was dispatchedSince I already paid $to “fix” my dishwasher, of course, I did not want pay additional money to “fix” the dishwasher againI had sthe service call thinking that a serviceman would fix the problem and not charge me additional fees; however, as soon as I realized that this wasn’t the case, I cancelled the service callNext, MsS***C [redacted] indicated she would give me a “coupon” that I could use to purchase additional service or appliances from SearsI am so dissatisfied with the service and the purchase I already made from Sears—why would I want to spend additional money with this company? I want my money back—I don’t want to spend additional money with this companyI paid $to fix a dishwasher and it isn’t fixed$was to diagnose the problem, $was for labor, and $was for partsMsS***C [redacted] last offer was to give me $for my troubleThis doesn’t come close to the money that I’ve spent, so, of course I was not happy with this offer eitherShe indicated to me that I already have the part in my dishwasher, and it can’t be de-installedIs it my fault that Sears employs people/companies who have no ability to fix dishwashers? Why should I eat the cost for their incompetence? Moreover, even if I am to accept this logic, at the very least, I would expect the labor cost to be refundedWhat does $cover? I can’t even understand where this number came from Sincerely, Rina P [redacted]
Complaint: [redacted] I am rejecting part of the Company's response because: First of all we, my wife and I, accept the "End Result, of Service Repairs complete", case closedHowever I do not appreciate the company implying that we the customer did or attempted to deceive them in requesting an warranty extension, and was somehow aware of contract agreements that void out our eligibility to obtain services we needed Numerous phone call records we made initially and throughout the process will clearly show we called Sears for "Repair Services", and were prompted/referred to and transferred to the Warranty Department to pay for an extension of Warranty prior to being able to complete a request for services repairs, Sears wanted and received a credit card payment prior to us being able to schedule services to repair our refrigerator ice makerWe followed through based on their promptingSo let it be known we did not attempt to deceive anyone or obtain any free services, we called for repairs, and ended up with an extended warranty, and thereafter poor services from a subsidiary repair company Sears used , thereafter demanded a Sears only Technician which lead to the proper repairs finally I would advise SEARS to review their customer relations process for repairs and warranty services and properly separate them and also in the future properly review request and prevent oversights to whether services are actually authorized or not up frontIn other words do their job, before accusing customers of over years of deceptions We did no wrong Thank you for the job well done by Sears in the end result Case close on those notes Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Kezia O***
September 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Louise S [redacted] Dear [redacted] We have completed the investigation of MsS [redacted] complaint regarding her dissatisfaction that the repair of her refrigerator has not been completed in a timely manner It is unfortunate that we failed MsS [redacted] expectations when she recently scheduled a refrigerator repairWe value MsS [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that MsS [redacted] may have experiencedWe want to assure MsS [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Upon receipt of MsS [redacted] complaint, we reached out to the service unit regarding the repair of the refrigeratorAccording to the records, on June 13, the technician ordered parts for the repairRegrettably, the compressor was on back order which delayed the repairOn August 24, the technician confirmed that he received the part, but the part was damaged and had to be re-orderedThe part order was expedited and was delivered on August 30, On September 1, the technician installed the parts ordered; however, the refrigerator was still not cooling up to standardsThe technician contacted our Strategic Technical Assistance Center and they ran diagnosticsIt was determined that the condenser would need to be replacedAt that point, we instructed the technician to stop the repair processSince MsS [redacted] has a protection agreement on the refrigerator, we made an exception and authorized a replacement refrigeratorWe provided MsS [redacted] the authorization amount and instructions for the replacement process from SearsWith that being said, since we have addressed the issue brought forth in MsS [redacted] complaint, we have closed our file We apologize to MsS [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Eric J [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’ complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled Sears Parts Direct order It is unfortunate that we failed Mr***’ expectations when he recently placed an order with Sears Parts DirectWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have confirmed that a refund of $was issued to him on September 7, 2016, for the expedited shipping charges, $was refunded on September 14, 2016, for the parts, and $was issued on September 22, 2016, for the remaining balance of the parts and shipping charges Mr [redacted] received a total refund of $168.11, which is equivalent to the original charge for his order At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr***’s comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist ***-***- [redacted] 1-***-***- [redacted] Ext***
March 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the performance of his washer and his request for an exchange We apologize that Mr [redacted] washer failed to meet his expectationsSears does have a 30-day Satisfaction Guarantee period on appliances which allows our consumer a reasonable amount of time to make sure they are satisfied with their purchaseWe would like to note that a link to view the return policy online is listed below the description of the items we sellWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptions ” According to our records, MrWiltsey purchased the washer on October 2, 2016, and did not report his dissatisfaction with the performance of the washer until he called for service on March 3, Since it is over the day return period, the washer was scheduled for warranty serviceOn March 10, our technician assessed the washer and did not find anything wrong with the washerOur technician noted that he instructed MrWiltsey on proper loading instructionsAs clarification, a HE washer is designed to use less water than traditional washers; they only use – 60% of the water used by traditional washersFor best performance, the manual instructs to load items in loose heaps evenly around the washplate; items need to move freely for best cleaningThe washer is less efficient at rinsing when the load is tightly packedAlso, excessive suds can cause problems in HE washers by “cushioning” or even preventing the tumbling actionThis can be caused by not using HE detergent or using too much HE detergentSince the washer has been verified to be working as designed, Mr [redacted] request for a warranty exchange has been deniedWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to MrWiltsey and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 23, [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 installation of her dishwasher and alleged damage done to her cabinet, floor, and ceiling Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] , Customer Service Representative who states the following: The installer has denied the damage claim, and advised us last week that they were going to send a letter to the member in this regard I called Ms [redacted] and advised that the contractor has denied the claim and she should be receiving the correspondence via mail I also advised Ms [redacted] that we are going to refund her installation cost of $because the installation did not take place Ms [redacted] was very upset, and threatened legal I apologized, and advised her that the technician has the right to deny the damage claim, and that with the written correspondence the installer’s contact information would be on that correspondence 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]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Lawanna [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her washerIt is first important to note that on November 11, at 9.57am, Ms [redacted] spoke with Ms [redacted] manager from our service contracts office regarding her allegation that she was told a voucher would be provided so she can get a new washerMs [redacted] informed Ms [redacted] that there are no notes in our system that indicates that anyone offered replacement of the washerAdditionally, when a covered item is eligible for replacement, we do not provide a voucher Per the terms and conditions of the Master Protection Agreement (MPA) that covers the washer, it states that a covered item is eligible for replacement once there have been service calls completed in a month period where functional parts have been replacedThe MPA was purchased on June 22, and to date there is only one service call that would count towards replacementWe would like to add that a new backsplash and timer were installed on November 11, Once the aforementioned parts were installed the washer was tested and was found to be operating as designedSince we have noted that the washer does not meet the criteria for replacement per management from our service contracts office and since we have completed the repairs to the washer, 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 Adam[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed our investigation of Ms [redacted] complaint regarding the service on her refrigerator After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the refrigeratorMs [redacted] requested the same model refrigerator and we have processed the exchange with delivery set for March 19, Ms [redacted] has been provided with my direct contact information if she is still in need of assistanceSince it is our understanding that this resolution was acceptable to Ms [redacted] we have closed this complaint We apologize to Ms [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]
August 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Bruce [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mr [redacted] ’s complaint regarding the problem he encountered when he attempted to return an air mattress after our return period expired We made multiple attempts to contact Mr [redacted] and left voicemails and an email with our contact informationSince he has not responded, we are unable to resolve Mr [redacted] ’s issue until we have the opportunity to discuss the matter with him As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe Kmart return policy does 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 exceptions noted below ..Some items with open packaging or labels and tags that have been removed, including folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, breast pumps, power tools, scooters over $149.99, specialty occasion clothing, video cameras/camcorders, handbags, jewelry and watches are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value.” 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 Mr [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 will consider this matter closed, pending his response Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda[redacted] @searshc.com
April 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his water softener repair First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his water softener Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance Stephanie [redacted] with [redacted] subsequently spoke with Mr [redacted] regarding his concerns and she offered to service his water softener as soon as possible Mr [redacted] advised that due to his very busy schedule, he would not be available for service until April 21, Our records show that the service was completed that day; the technician cleaned the venture and completed an operational check before leaving With that said, since we have documented Mr [redacted] concerns with the repair process and we have completed the service to his water softener, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Nonita [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] 's complaint regarding her dissatisfaction with our customer service and failed attempts to make the final payment on her layaway order It is unfortunate that we failed Ms [redacted] 's expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterAs clarification, the terms of Sears Layaway specifically state that the final payment for any layaway order must be made at the location the layaway was openedUnfortunately, it is not possible to change an online order from delivery to store pick upIt is likely for this reason that our online associate advised Ms [redacted] that she would have to cancel and replace her order if she wished to pick the item up in our storeRegardless, her order has been submitted for investigation of any website errors that may have occurred and her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have confirmed that refunds of $.01, $206.61, $207.00, and $were issued to Ms [redacted] 's Visa account ending in on July 25, At this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed since we have noted Ms [redacted] 's comments and the requested resolution has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 512- [redacted] 1-800- [redacted] ***
October 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Jose E [redacted] Dear [redacted] We have completed the investigation of MrE [redacted] complaint regarding his recent online order experience It is unfortunate that MrE [redacted] feels we failed his expectations as we value his patronageAfter researching the order, we found that a full refund had been provided by the local storeMrE [redacted] currently has a balance of $on his Gift Card ending in *** Additionally, we hope that in the future MrE [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since we show a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 20, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – John C [redacted] Dear MsV [redacted] We have completed the investigation of MrC [redacted] ’s rebuttal to the response we provided regarding his dissatisfaction with the multiple repairs on his dishwasher and his request for a replacement under the terms of his protection agreement We have MrC [redacted] ’s rebuttal, and we do not find that he has brought any new information to his complaintWhile we understand that he was dissatisfied that his dishwasher was repaired multiple times by [redacted] while it was under the manufacturer’s warranty, the fact remains that dishwasher has been repaired by Sears under the terms of their protection agreement We contacted MrsC [redacted] and advised her that at this time the dishwasher does not qualify for an exchangeAs a good-will gesture, we offered to extend her protection agreement for an additional year, at no additional chargeMrsC [redacted] was also provided a direct point of contact to call if the dishwasher continued to have problems within the next monthsMrsC [redacted] accepted the offer and the protection agreement was extended to expire on April 19, As this decision is commensurate to the circumstances, we have closed our file Again, we apologize to MrC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, M [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her television and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her television After reviewing the notes in our service system, our office authorized a replacement under Ms [redacted] Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current television, it was determined that $would provide her with a comparable replacement under her MPA An email was sent to Ms [redacted] on September 13, 2016, explaining the replacement process As stated in the email, Ms [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Electronic department can assist her Ms [redacted] will need to provide the telephone number on record [redacted] to verify the replacement authorization The new television will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new television and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 14, With that said, since we are providing Ms [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
April 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we provided regarding the problem he encountered when he attempted to return his garage door opener and the customer service he received at the store We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintWhile we understand that he was dissatisfied that our return policy was misrepresented when he was told that he would be charged a 15% restocking fee when the policy states that an open box are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal valueThe fact remains that Mr [redacted] was returning an opened box item and was only eligible for an exchange; however, the manager made an exception and allowed the return for a refundWe want to assure Mr [redacted] that any variance from our accepted business practices and policies has been addressed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers We have received [redacted] complaint and apologize for any inconveniences he may have experienced We reached out to the [redacted] Auto Center Manager for unit# [redacted] who states that the bellows boot was not installed correctly and over time led to rust on the Tie Rods we replaced [redacted] was at the dealer getting a TPMS light reset and they pointed this out and he replaced both sidesOur auto center only did the left sideWe refunded what [redacted] had paid with us due to the fact that the dealer had to replace what we didWe therefore refunded [redacted] $plus $to cover rental fees That being said, because we have provided [redacted] with his requested resolution, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Revdex.com:The situation was addressed by the manager, [redacted] He was very professional and understanding when I returned to pick up the new batteryThank you to all at Sears and Revdex.com for helping me with the defective [redacted] battery 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]
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, Margaret [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, Bernice [redacted]
Complaint: [redacted] I am rejecting this response because: I am very dissatisfied with how my complaint was addressed!MsS***C [redacted] scheduled a new service callWhen the day came, the same technician who already came twice called me on the phone to say he was on his wayThe Sears dispatcher then called me to tell me that the original technician had accidently been assigned to fix my dishwasher yet againThis is the real reason the service call was rescheduledThe reason I cancelled the rescheduled service call issued by MsS***C [redacted] was because she indicated to me that I would be charged additional fees (parts and labor) for whatever the new diagnosis was when another serviceman was dispatchedSince I already paid $to “fix” my dishwasher, of course, I did not want pay additional money to “fix” the dishwasher againI had sthe service call thinking that a serviceman would fix the problem and not charge me additional fees; however, as soon as I realized that this wasn’t the case, I cancelled the service callNext, MsS***C [redacted] indicated she would give me a “coupon” that I could use to purchase additional service or appliances from SearsI am so dissatisfied with the service and the purchase I already made from Sears—why would I want to spend additional money with this company? I want my money back—I don’t want to spend additional money with this companyI paid $to fix a dishwasher and it isn’t fixed$was to diagnose the problem, $was for labor, and $was for partsMsS***C [redacted] last offer was to give me $for my troubleThis doesn’t come close to the money that I’ve spent, so, of course I was not happy with this offer eitherShe indicated to me that I already have the part in my dishwasher, and it can’t be de-installedIs it my fault that Sears employs people/companies who have no ability to fix dishwashers? Why should I eat the cost for their incompetence? Moreover, even if I am to accept this logic, at the very least, I would expect the labor cost to be refundedWhat does $cover? I can’t even understand where this number came from Sincerely, Rina P [redacted]
Complaint: [redacted] I am rejecting part of the Company's response because: First of all we, my wife and I, accept the "End Result, of Service Repairs complete", case closedHowever I do not appreciate the company implying that we the customer did or attempted to deceive them in requesting an warranty extension, and was somehow aware of contract agreements that void out our eligibility to obtain services we needed Numerous phone call records we made initially and throughout the process will clearly show we called Sears for "Repair Services", and were prompted/referred to and transferred to the Warranty Department to pay for an extension of Warranty prior to being able to complete a request for services repairs, Sears wanted and received a credit card payment prior to us being able to schedule services to repair our refrigerator ice makerWe followed through based on their promptingSo let it be known we did not attempt to deceive anyone or obtain any free services, we called for repairs, and ended up with an extended warranty, and thereafter poor services from a subsidiary repair company Sears used , thereafter demanded a Sears only Technician which lead to the proper repairs finally I would advise SEARS to review their customer relations process for repairs and warranty services and properly separate them and also in the future properly review request and prevent oversights to whether services are actually authorized or not up frontIn other words do their job, before accusing customers of over years of deceptions We did no wrong Thank you for the job well done by Sears in the end result Case close on those notes Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Kezia O***
September 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – Louise S [redacted] Dear [redacted] We have completed the investigation of MsS [redacted] complaint regarding her dissatisfaction that the repair of her refrigerator has not been completed in a timely manner It is unfortunate that we failed MsS [redacted] expectations when she recently scheduled a refrigerator repairWe value MsS [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that MsS [redacted] may have experiencedWe want to assure MsS [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Upon receipt of MsS [redacted] complaint, we reached out to the service unit regarding the repair of the refrigeratorAccording to the records, on June 13, the technician ordered parts for the repairRegrettably, the compressor was on back order which delayed the repairOn August 24, the technician confirmed that he received the part, but the part was damaged and had to be re-orderedThe part order was expedited and was delivered on August 30, On September 1, the technician installed the parts ordered; however, the refrigerator was still not cooling up to standardsThe technician contacted our Strategic Technical Assistance Center and they ran diagnosticsIt was determined that the condenser would need to be replacedAt that point, we instructed the technician to stop the repair processSince MsS [redacted] has a protection agreement on the refrigerator, we made an exception and authorized a replacement refrigeratorWe provided MsS [redacted] the authorization amount and instructions for the replacement process from SearsWith that being said, since we have addressed the issue brought forth in MsS [redacted] complaint, we have closed our file We apologize to MsS [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Eric J [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’ complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled Sears Parts Direct order It is unfortunate that we failed Mr***’ expectations when he recently placed an order with Sears Parts DirectWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have confirmed that a refund of $was issued to him on September 7, 2016, for the expedited shipping charges, $was refunded on September 14, 2016, for the parts, and $was issued on September 22, 2016, for the remaining balance of the parts and shipping charges Mr [redacted] received a total refund of $168.11, which is equivalent to the original charge for his order At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr***’s comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist ***-***- [redacted] 1-***-***- [redacted] Ext***
March 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the performance of his washer and his request for an exchange We apologize that Mr [redacted] washer failed to meet his expectationsSears does have a 30-day Satisfaction Guarantee period on appliances which allows our consumer a reasonable amount of time to make sure they are satisfied with their purchaseWe would like to note that a link to view the return policy online is listed below the description of the items we sellWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptions ” According to our records, MrWiltsey purchased the washer on October 2, 2016, and did not report his dissatisfaction with the performance of the washer until he called for service on March 3, Since it is over the day return period, the washer was scheduled for warranty serviceOn March 10, our technician assessed the washer and did not find anything wrong with the washerOur technician noted that he instructed MrWiltsey on proper loading instructionsAs clarification, a HE washer is designed to use less water than traditional washers; they only use – 60% of the water used by traditional washersFor best performance, the manual instructs to load items in loose heaps evenly around the washplate; items need to move freely for best cleaningThe washer is less efficient at rinsing when the load is tightly packedAlso, excessive suds can cause problems in HE washers by “cushioning” or even preventing the tumbling actionThis can be caused by not using HE detergent or using too much HE detergentSince the washer has been verified to be working as designed, Mr [redacted] request for a warranty exchange has been deniedWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to MrWiltsey and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 23, [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 installation of her dishwasher and alleged damage done to her cabinet, floor, and ceiling Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] , Customer Service Representative who states the following: The installer has denied the damage claim, and advised us last week that they were going to send a letter to the member in this regard I called Ms [redacted] and advised that the contractor has denied the claim and she should be receiving the correspondence via mail I also advised Ms [redacted] that we are going to refund her installation cost of $because the installation did not take place Ms [redacted] was very upset, and threatened legal I apologized, and advised her that the technician has the right to deny the damage claim, and that with the written correspondence the installer’s contact information would be on that correspondence 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]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Lawanna [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her washerIt is first important to note that on November 11, at 9.57am, Ms [redacted] spoke with Ms [redacted] manager from our service contracts office regarding her allegation that she was told a voucher would be provided so she can get a new washerMs [redacted] informed Ms [redacted] that there are no notes in our system that indicates that anyone offered replacement of the washerAdditionally, when a covered item is eligible for replacement, we do not provide a voucher Per the terms and conditions of the Master Protection Agreement (MPA) that covers the washer, it states that a covered item is eligible for replacement once there have been service calls completed in a month period where functional parts have been replacedThe MPA was purchased on June 22, and to date there is only one service call that would count towards replacementWe would like to add that a new backsplash and timer were installed on November 11, Once the aforementioned parts were installed the washer was tested and was found to be operating as designedSince we have noted that the washer does not meet the criteria for replacement per management from our service contracts office and since we have completed the repairs to the washer, 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 Adam[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed our investigation of Ms [redacted] complaint regarding the service on her refrigerator After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the refrigeratorMs [redacted] requested the same model refrigerator and we have processed the exchange with delivery set for March 19, Ms [redacted] has been provided with my direct contact information if she is still in need of assistanceSince it is our understanding that this resolution was acceptable to Ms [redacted] we have closed this complaint We apologize to Ms [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]
August 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Bruce [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mr [redacted] ’s complaint regarding the problem he encountered when he attempted to return an air mattress after our return period expired We made multiple attempts to contact Mr [redacted] and left voicemails and an email with our contact informationSince he has not responded, we are unable to resolve Mr [redacted] ’s issue until we have the opportunity to discuss the matter with him As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe Kmart return policy does 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 exceptions noted below ..Some items with open packaging or labels and tags that have been removed, including folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, breast pumps, power tools, scooters over $149.99, specialty occasion clothing, video cameras/camcorders, handbags, jewelry and watches are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal value.” 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 Mr [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 will consider this matter closed, pending his response Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda[redacted] @searshc.com
April 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his water softener repair First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his water softener Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance Stephanie [redacted] with [redacted] subsequently spoke with Mr [redacted] regarding his concerns and she offered to service his water softener as soon as possible Mr [redacted] advised that due to his very busy schedule, he would not be available for service until April 21, Our records show that the service was completed that day; the technician cleaned the venture and completed an operational check before leaving With that said, since we have documented Mr [redacted] concerns with the repair process and we have completed the service to his water softener, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Nonita [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] 's complaint regarding her dissatisfaction with our customer service and failed attempts to make the final payment on her layaway order It is unfortunate that we failed Ms [redacted] 's expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterAs clarification, the terms of Sears Layaway specifically state that the final payment for any layaway order must be made at the location the layaway was openedUnfortunately, it is not possible to change an online order from delivery to store pick upIt is likely for this reason that our online associate advised Ms [redacted] that she would have to cancel and replace her order if she wished to pick the item up in our storeRegardless, her order has been submitted for investigation of any website errors that may have occurred and her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have confirmed that refunds of $.01, $206.61, $207.00, and $were issued to Ms [redacted] 's Visa account ending in on July 25, At this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed since we have noted Ms [redacted] 's comments and the requested resolution has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 512- [redacted] 1-800- [redacted] ***
October 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Jose E [redacted] Dear [redacted] We have completed the investigation of MrE [redacted] complaint regarding his recent online order experience It is unfortunate that MrE [redacted] feels we failed his expectations as we value his patronageAfter researching the order, we found that a full refund had been provided by the local storeMrE [redacted] currently has a balance of $on his Gift Card ending in *** Additionally, we hope that in the future MrE [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since we show a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 20, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] – John C [redacted] Dear MsV [redacted] We have completed the investigation of MrC [redacted] ’s rebuttal to the response we provided regarding his dissatisfaction with the multiple repairs on his dishwasher and his request for a replacement under the terms of his protection agreement We have MrC [redacted] ’s rebuttal, and we do not find that he has brought any new information to his complaintWhile we understand that he was dissatisfied that his dishwasher was repaired multiple times by [redacted] while it was under the manufacturer’s warranty, the fact remains that dishwasher has been repaired by Sears under the terms of their protection agreement We contacted MrsC [redacted] and advised her that at this time the dishwasher does not qualify for an exchangeAs a good-will gesture, we offered to extend her protection agreement for an additional year, at no additional chargeMrsC [redacted] was also provided a direct point of contact to call if the dishwasher continued to have problems within the next monthsMrsC [redacted] accepted the offer and the protection agreement was extended to expire on April 19, As this decision is commensurate to the circumstances, we have closed our file Again, we apologize to MrC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, M [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her television and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her television After reviewing the notes in our service system, our office authorized a replacement under Ms [redacted] Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current television, it was determined that $would provide her with a comparable replacement under her MPA An email was sent to Ms [redacted] on September 13, 2016, explaining the replacement process As stated in the email, Ms [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Electronic department can assist her Ms [redacted] will need to provide the telephone number on record [redacted] to verify the replacement authorization The new television will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new television and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 14, With that said, since we are providing Ms [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
April 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we provided regarding the problem he encountered when he attempted to return his garage door opener and the customer service he received at the store We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintWhile we understand that he was dissatisfied that our return policy was misrepresented when he was told that he would be charged a 15% restocking fee when the policy states that an open box are not eligible for return and will only be exchanged for an identical item or a substantially similar item of equal valueThe fact remains that Mr [redacted] was returning an opened box item and was only eligible for an exchange; however, the manager made an exception and allowed the return for a refundWe want to assure Mr [redacted] that any variance from our accepted business practices and policies has been addressed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers We have received [redacted] complaint and apologize for any inconveniences he may have experienced We reached out to the [redacted] Auto Center Manager for unit# [redacted] who states that the bellows boot was not installed correctly and over time led to rust on the Tie Rods we replaced [redacted] was at the dealer getting a TPMS light reset and they pointed this out and he replaced both sidesOur auto center only did the left sideWe refunded what [redacted] had paid with us due to the fact that the dealer had to replace what we didWe therefore refunded [redacted] $plus $to cover rental fees That being said, because we have provided [redacted] with his requested resolution, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Revdex.com:The situation was addressed by the manager, [redacted] He was very professional and understanding when I returned to pick up the new batteryThank you to all at Sears and Revdex.com for helping me with the defective [redacted] battery 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]
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, Margaret [redacted]