June 9, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [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 Pursuant to Ms [redacted] complaint, we have successfully completed the hvac serviceMs [redacted] signed the service work order confirming she is satisfied with the service At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Ms [redacted] as customers and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
December 30, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding his dissatisfaction with the pro-rated price for his replacement tire [redacted] Manager for Sears Auto Center ***, has provided the following response: We have made attempts to contact Mr [redacted] by telephone as recently as December 29, 2016, but have not been able to reach him I have left a message with my contact information, asking for a return call to discuss his issue further Although weather cracking typically is not covered under a manufactures warranty, I invited Mr [redacted] to return at his earliest convenience so that we may mount the tire at no cost to him However, he has not yet replied Until he returns or we have an opportunity to discuss this matter with him, we are unable to work toward a resolution If Mr [redacted] still requires assistance, he may contact me or Assistant Manager [redacted] at ( [redacted] We ask to have this matter closed in the interim, pending Mr [redacted] response, since an equitable resolution has been proposedWe 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] ***
November 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – MrJie [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for his order to be cancelled After researching this matter, we found that Mr [redacted] had previously been in contact with Executive Member Services, Sears escalated complaint departmentEMS was able to have the order in question cancelled and ensured that a full refund of $was credited back to his American Express card that he used at the time of purchaseThis refund was processed on November 11, 2016, and for Mr [redacted] records the return receipt number is We apologize again for any inconvenience Mr [redacted] experienced and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedSince we have confirmed that the 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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, Roger D [redacted]
August 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding her tent It was our understanding that Ms [redacted] has been given a store credit in the amount of her purchase, which would have made her wholeAccordingly, we ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return the event party tent after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Kmart 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 event party tent on May 4, 2016, and attempted to return it on July 12, 2016, she was clearly over the 30-day “hassle-free” return period After the Kmart day return/exchange period has expired, Ms [redacted] would need to contact the manufacturer, [redacted] at ( [redacted] regarding the defective partsSince we have addressed the issue in Ms [redacted] complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ryan [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding the charges for a repair to his washer Upon researching Mr***’s complaint, we reviewed the service orders and his owner’s manual as it pertains to repairs Mr [redacted] was charged $on August 22, 2016, to repair his water pump; the technician removed nails The technician returned on August 30, 2016, and removed two more nails; Mr [redacted] was not charged for the follcall The $is strictly for the repair to the water pump; Mr [redacted] was not charged any additional monies for a diagnostic scan Furthermore, the owner’s manual specifically states that any repairs necessary due to accident or negligence would not be covered Since we have explained why the charge to repair Mr***’s washer is correct, and no refund is due, we have closed our file We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding a purchase made online via www.searsoutlet.com [redacted] , Manager of the Palmdale Sears Outlet provided the following response: The item in question was showing on line that it was available at our store when in fact we had sold outThe inventory system had not updated to reflect the fact that the item was no longer availableWe do strive to provide proper information online, unfortunately there are times when the system does not update until the next business dayWe do apologize for the inconvenience that MrK [redacted] experiencedIf I can be of any additional assistance, I can be reached at [redacted] That said we ask that this complaint be closedWe apologize to MrK [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]
Complaint [redacted] I am rejecting this response because: I was told that I would receive a phone call on Wednesday July to schedule a pcik up of the lawnmower on the 6th I have not received a phone call Sincerely, Donna Z***
September 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Leroy H [redacted] Dear [redacted] We have completed the investigation of MrH [redacted] complaint regarding his dissatisfaction with the delay of his lawn mower repair It is unfortunate that we failed MrH [redacted] expectations when he recently requested a repair from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintAlthough Sears Protection Agreements and manufacturer’s warranties do not promise that repairs will be completed within any specific time frame or period, we can assure MrH [redacted] that his concerns have been forwarded to management for review Our records show that MrH [redacted] lawn mower was repaired on August 20, It may also be important to mention that his Protection Agreement may offer some type of assistance in instances when he would be without his lawn mower for an extended repair period MrH [redacted] may refer to his contract or contact Sears Protection Agreement Benefits Administration, at [redacted] if he has any questions about his coverage benefits At this time, we can only reiterate that we regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted MrH [redacted] comments and the requested repair has been completed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
October 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Yolanda P [redacted] Dear [redacted] We have completed the investigation of MsP [redacted] complaint regarding her dissatisfaction with the performance of her washer and her request to return both her washer and dryer for a refund We apologize that MsP [redacted] washer failed to meet her 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 and posted in the storesWith 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, MsP [redacted] purchased the washer on October 8, 2016, and did not report her dissatisfaction with the performance of the washer until she called for service on February 28, On March 17, the technician noted that the washer is tearing the clothes and he recalibrated the unit; the technician also noted “no repair available for this unit”; however, the technician meant that there is nothing to repair on this unitIn fact, when a technician determines that a unit is non repairable, he must contact our Strategic Technical Assistance Center (STAC) for authorization to submit for replacement; STAC was not contacted by the technicianThat same day MsP [redacted] called and requested a replacement and she was informed that the notes were not available for review yet On March 22, MsP [redacted] contacted our Customer Solutions team regarding an exchange on the washerThe associate reviewed the tech notes and his notes were misconstrued as “the unit is non repairable” and a request for an exchange was submittedOn March 30, the exchange was processed and the new washer was delivered on April 8, Since that time we did not hear from MsP [redacted] until she contacted Customer Solutions and our contract department on August 23, MsP [redacted] requested another replacement because the washer was having the same problem as the initial oneHer request was declined by both departments and MsP [redacted] was informed that the washer must be serviceOn September 16, the technician assessed the washer and inspected the washplateThe technician noted that he found nothing (in the washer) to cause marks on MsP [redacted] clothesThe technician instructed MsP [redacted] to use less detergent and to use the clean cycle As clarification, this washer has a special cycle that uses higher water volumes in combination with liquid chlorine bleach to clean the inside of the washerThe manual also recommends that the washer maintenance procedure should be performed once per month or every wash cyclesWe would also like to note that 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 detergentWith that being said, since we have addressed the issue brought forth in MsP [redacted] complaint, we have closed our file We apologize to MsP [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]
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, Gail W [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, [redacted]
August 29, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsB [redacted] complaint regarding the recent purchase of an electric range.We would like to clarify that electric ranges do not have an extra adapter or connector that would make it possible to have a gas intakeWe apologize in advance if MsB [redacted] was not informed or aware of this informationAfter reviewing MsB [redacted] complaint and our records, we contacted the Store’s Operation Support Associate Garrett S [redacted] and were informed that on August 10, a gas range was delivered to MsB [redacted] residenceAs far as the missing credit for the first order, MrG [redacted] advised our office that on August 18, a credit in the original amount charged of $was issued back to the original form of paymentSince we were able to confirm that MsB [redacted] received her purchased gas range, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
Complaint: [redacted] I am rejecting this response because: Sincerely, I do NOT recall seeing in any response from Sears asking me to give them the information about the OrderAll Sears have said over and over is they cant find the orderI will provide the Order information soon as I obtain it, which will be over this weekendI was not expecting this ridiculous situation to occur so I dont have it on hand Joe [redacted]
April 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delay in receiving a credit on the purchase of her refrigeratorUpon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns [redacted] contacted her to discuss her concerns regarding the credit [redacted] offered to issue the $credit on the purchase of her refrigerator and [redacted] accepted the offerOn April 6, [redacted] processed the $credit to [redacted] ***’ [redacted] Sears credit cardThe credit should post to her account within -business daysWith that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 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 the diagnosis he received to repair his range and his request for a refundOur diagnostic/trip fee is normally non-refundable but in the event that we made an error, exceptions can be madeOur technician felt that a wiring harness was needed and the part was no longer available through *** If MrD [redacted] could send us a copy of the invoice from the other company showing the repairs that they completed, we would certainly be willing to consider refunding him in full after we have reviewed the chargesHe can fax the receipt from the other company to me at [redacted] or he can email it to me at [redacted] In addition to the receipt, we will also need him to call or email us part of his account number used for the charge so that we can credit his accountThe card used was a [redacted] Card ending in ***In this example we know the numbers represented by a “1” but need the numbers represented by an “X”: 1111-11XX-XXXX-We do not need any other numbers, like an expiration date or security code, since we are only using the number for research and to potentially issue a refundAt this time, since we are willing to honor Mr [redacted] request for a refund if he provides the requested documentation, we have closed our file pending his responseWe apologize to MrD [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] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
Complaint: [redacted] I am rejecting this response because: They are not stating the fact accuratelyThey never contacted me they contacted my wife and harassed her and were quite rude to the point where she felt very uncomfortable They did no follow up other than harass my wife and demand documentation, which I have, on everything but they failed to contact me at the number my wife provided themI have been buying things for years and this is the worst example of poor service and misrepresentation that I have ever seenI was told by the technician I would receive a full refund due to the hassle of service calls to try and fix one item which wasnt resolvedI didn't want to schedule a 5th appointment since they were unable to fix it so their response it ridiculousI am considering contacting the local news station that loves to help people like me who are victims of a large and aggressive companyI have all the information to back up my claimsThey should be embarrassed by their response look at the [redacted] situationSometimes you can't just victimize the little guyI repeat my assertion they did a terrible and insufficient job and are misrepresenting the facts and trying to bully us nowThats not ok Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:The original repair to our freezer door was not replaced properly, the technician squirted so much caulking in the hole to hold the piece in it just fell out when we opened the door I can send pictures of the door holding unit with pounds of caulking attached, which is not a proper way of repairing the freezer door lock The freezer door lock is a safety feature installed on freezer doors to keep the door closed so to not waste energy, and to prevent children from playing inside a freezer (safety) I asked for the technician to repair the repair that was improperly done and he stated that he would for $because it was not covered I bed to differ, if it was replaced properly by original technician we would be having this dispute Sincerely, Kenneth G***
July 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrsD [redacted] complaint regarding her recent service experience and request for a replacement of her dishwasher We would first like to apologize for any inconvenience MrsD [redacted] experienced with her dishwasherAfter researching the dishwasher model, we increased the authorization amount up to $towards another dishwasher sold by SearsThe D [redacted] selected model [redacted] Sears Item number [redacted] which is on sale for $We have sent an email correspondence to the local Store General Manager, District and Regional Manager to have the store issue a refund on transaction number [redacted] We asked that the store re-process the replacement transaction and order the new item number which currently shows a tentative date of July 27, The store will arrange installation at no charge and the installer will contact the D [redacted] to schedule a date to installShould there be any questions or concerns, please contact me via email at [redacted] Additionally, we hope that in the future the D [redacted] will allow us another opportunity to provide them with the type of customer service that we have built our reputation uponIn the interim, since a new replacement has been authorized, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 9, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [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 Pursuant to Ms [redacted] complaint, we have successfully completed the hvac serviceMs [redacted] signed the service work order confirming she is satisfied with the service At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Ms [redacted] as customers and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
December 30, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding his dissatisfaction with the pro-rated price for his replacement tire [redacted] Manager for Sears Auto Center ***, has provided the following response: We have made attempts to contact Mr [redacted] by telephone as recently as December 29, 2016, but have not been able to reach him I have left a message with my contact information, asking for a return call to discuss his issue further Although weather cracking typically is not covered under a manufactures warranty, I invited Mr [redacted] to return at his earliest convenience so that we may mount the tire at no cost to him However, he has not yet replied Until he returns or we have an opportunity to discuss this matter with him, we are unable to work toward a resolution If Mr [redacted] still requires assistance, he may contact me or Assistant Manager [redacted] at ( [redacted] We ask to have this matter closed in the interim, pending Mr [redacted] response, since an equitable resolution has been proposedWe 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] ***
November 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – MrJie [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for his order to be cancelled After researching this matter, we found that Mr [redacted] had previously been in contact with Executive Member Services, Sears escalated complaint departmentEMS was able to have the order in question cancelled and ensured that a full refund of $was credited back to his American Express card that he used at the time of purchaseThis refund was processed on November 11, 2016, and for Mr [redacted] records the return receipt number is We apologize again for any inconvenience Mr [redacted] experienced and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedSince we have confirmed that the 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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, Roger D [redacted]
August 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding her tent It was our understanding that Ms [redacted] has been given a store credit in the amount of her purchase, which would have made her wholeAccordingly, we ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return the event party tent after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Kmart 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 event party tent on May 4, 2016, and attempted to return it on July 12, 2016, she was clearly over the 30-day “hassle-free” return period After the Kmart day return/exchange period has expired, Ms [redacted] would need to contact the manufacturer, [redacted] at ( [redacted] regarding the defective partsSince we have addressed the issue in Ms [redacted] complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 12, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ryan [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding the charges for a repair to his washer Upon researching Mr***’s complaint, we reviewed the service orders and his owner’s manual as it pertains to repairs Mr [redacted] was charged $on August 22, 2016, to repair his water pump; the technician removed nails The technician returned on August 30, 2016, and removed two more nails; Mr [redacted] was not charged for the follcall The $is strictly for the repair to the water pump; Mr [redacted] was not charged any additional monies for a diagnostic scan Furthermore, the owner’s manual specifically states that any repairs necessary due to accident or negligence would not be covered Since we have explained why the charge to repair Mr***’s washer is correct, and no refund is due, we have closed our file We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding a purchase made online via www.searsoutlet.com [redacted] , Manager of the Palmdale Sears Outlet provided the following response: The item in question was showing on line that it was available at our store when in fact we had sold outThe inventory system had not updated to reflect the fact that the item was no longer availableWe do strive to provide proper information online, unfortunately there are times when the system does not update until the next business dayWe do apologize for the inconvenience that MrK [redacted] experiencedIf I can be of any additional assistance, I can be reached at [redacted] That said we ask that this complaint be closedWe apologize to MrK [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]
Complaint [redacted] I am rejecting this response because: I was told that I would receive a phone call on Wednesday July to schedule a pcik up of the lawnmower on the 6th I have not received a phone call Sincerely, Donna Z***
September 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Leroy H [redacted] Dear [redacted] We have completed the investigation of MrH [redacted] complaint regarding his dissatisfaction with the delay of his lawn mower repair It is unfortunate that we failed MrH [redacted] expectations when he recently requested a repair from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintAlthough Sears Protection Agreements and manufacturer’s warranties do not promise that repairs will be completed within any specific time frame or period, we can assure MrH [redacted] that his concerns have been forwarded to management for review Our records show that MrH [redacted] lawn mower was repaired on August 20, It may also be important to mention that his Protection Agreement may offer some type of assistance in instances when he would be without his lawn mower for an extended repair period MrH [redacted] may refer to his contract or contact Sears Protection Agreement Benefits Administration, at [redacted] if he has any questions about his coverage benefits At this time, we can only reiterate that we regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted MrH [redacted] comments and the requested repair has been completed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
October 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Yolanda P [redacted] Dear [redacted] We have completed the investigation of MsP [redacted] complaint regarding her dissatisfaction with the performance of her washer and her request to return both her washer and dryer for a refund We apologize that MsP [redacted] washer failed to meet her 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 and posted in the storesWith 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, MsP [redacted] purchased the washer on October 8, 2016, and did not report her dissatisfaction with the performance of the washer until she called for service on February 28, On March 17, the technician noted that the washer is tearing the clothes and he recalibrated the unit; the technician also noted “no repair available for this unit”; however, the technician meant that there is nothing to repair on this unitIn fact, when a technician determines that a unit is non repairable, he must contact our Strategic Technical Assistance Center (STAC) for authorization to submit for replacement; STAC was not contacted by the technicianThat same day MsP [redacted] called and requested a replacement and she was informed that the notes were not available for review yet On March 22, MsP [redacted] contacted our Customer Solutions team regarding an exchange on the washerThe associate reviewed the tech notes and his notes were misconstrued as “the unit is non repairable” and a request for an exchange was submittedOn March 30, the exchange was processed and the new washer was delivered on April 8, Since that time we did not hear from MsP [redacted] until she contacted Customer Solutions and our contract department on August 23, MsP [redacted] requested another replacement because the washer was having the same problem as the initial oneHer request was declined by both departments and MsP [redacted] was informed that the washer must be serviceOn September 16, the technician assessed the washer and inspected the washplateThe technician noted that he found nothing (in the washer) to cause marks on MsP [redacted] clothesThe technician instructed MsP [redacted] to use less detergent and to use the clean cycle As clarification, this washer has a special cycle that uses higher water volumes in combination with liquid chlorine bleach to clean the inside of the washerThe manual also recommends that the washer maintenance procedure should be performed once per month or every wash cyclesWe would also like to note that 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 detergentWith that being said, since we have addressed the issue brought forth in MsP [redacted] complaint, we have closed our file We apologize to MsP [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]
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, Gail W [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, [redacted]
August 29, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsB [redacted] complaint regarding the recent purchase of an electric range.We would like to clarify that electric ranges do not have an extra adapter or connector that would make it possible to have a gas intakeWe apologize in advance if MsB [redacted] was not informed or aware of this informationAfter reviewing MsB [redacted] complaint and our records, we contacted the Store’s Operation Support Associate Garrett S [redacted] and were informed that on August 10, a gas range was delivered to MsB [redacted] residenceAs far as the missing credit for the first order, MrG [redacted] advised our office that on August 18, a credit in the original amount charged of $was issued back to the original form of paymentSince we were able to confirm that MsB [redacted] received her purchased gas range, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
Complaint: [redacted] I am rejecting this response because: Sincerely, I do NOT recall seeing in any response from Sears asking me to give them the information about the OrderAll Sears have said over and over is they cant find the orderI will provide the Order information soon as I obtain it, which will be over this weekendI was not expecting this ridiculous situation to occur so I dont have it on hand Joe [redacted]
April 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delay in receiving a credit on the purchase of her refrigeratorUpon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns [redacted] contacted her to discuss her concerns regarding the credit [redacted] offered to issue the $credit on the purchase of her refrigerator and [redacted] accepted the offerOn April 6, [redacted] processed the $credit to [redacted] ***’ [redacted] Sears credit cardThe credit should post to her account within -business daysWith that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 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 the diagnosis he received to repair his range and his request for a refundOur diagnostic/trip fee is normally non-refundable but in the event that we made an error, exceptions can be madeOur technician felt that a wiring harness was needed and the part was no longer available through *** If MrD [redacted] could send us a copy of the invoice from the other company showing the repairs that they completed, we would certainly be willing to consider refunding him in full after we have reviewed the chargesHe can fax the receipt from the other company to me at [redacted] or he can email it to me at [redacted] In addition to the receipt, we will also need him to call or email us part of his account number used for the charge so that we can credit his accountThe card used was a [redacted] Card ending in ***In this example we know the numbers represented by a “1” but need the numbers represented by an “X”: 1111-11XX-XXXX-We do not need any other numbers, like an expiration date or security code, since we are only using the number for research and to potentially issue a refundAt this time, since we are willing to honor Mr [redacted] request for a refund if he provides the requested documentation, we have closed our file pending his responseWe apologize to MrD [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] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
Complaint: [redacted] I am rejecting this response because: They are not stating the fact accuratelyThey never contacted me they contacted my wife and harassed her and were quite rude to the point where she felt very uncomfortable They did no follow up other than harass my wife and demand documentation, which I have, on everything but they failed to contact me at the number my wife provided themI have been buying things for years and this is the worst example of poor service and misrepresentation that I have ever seenI was told by the technician I would receive a full refund due to the hassle of service calls to try and fix one item which wasnt resolvedI didn't want to schedule a 5th appointment since they were unable to fix it so their response it ridiculousI am considering contacting the local news station that loves to help people like me who are victims of a large and aggressive companyI have all the information to back up my claimsThey should be embarrassed by their response look at the [redacted] situationSometimes you can't just victimize the little guyI repeat my assertion they did a terrible and insufficient job and are misrepresenting the facts and trying to bully us nowThats not ok Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:The original repair to our freezer door was not replaced properly, the technician squirted so much caulking in the hole to hold the piece in it just fell out when we opened the door I can send pictures of the door holding unit with pounds of caulking attached, which is not a proper way of repairing the freezer door lock The freezer door lock is a safety feature installed on freezer doors to keep the door closed so to not waste energy, and to prevent children from playing inside a freezer (safety) I asked for the technician to repair the repair that was improperly done and he stated that he would for $because it was not covered I bed to differ, if it was replaced properly by original technician we would be having this dispute Sincerely, Kenneth G***
July 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrsD [redacted] complaint regarding her recent service experience and request for a replacement of her dishwasher We would first like to apologize for any inconvenience MrsD [redacted] experienced with her dishwasherAfter researching the dishwasher model, we increased the authorization amount up to $towards another dishwasher sold by SearsThe D [redacted] selected model [redacted] Sears Item number [redacted] which is on sale for $We have sent an email correspondence to the local Store General Manager, District and Regional Manager to have the store issue a refund on transaction number [redacted] We asked that the store re-process the replacement transaction and order the new item number which currently shows a tentative date of July 27, The store will arrange installation at no charge and the installer will contact the D [redacted] to schedule a date to installShould there be any questions or concerns, please contact me via email at [redacted] Additionally, we hope that in the future the D [redacted] will allow us another opportunity to provide them with the type of customer service that we have built our reputation uponIn the interim, since a new replacement has been authorized, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation