Complaint: [redacted] I am rejecting this response because:there was oil in the engine...the oil in the engine before it break down cannot just disappear by itselfobviously there's got to be a problem with the engine leaking somewhere to make the oil in there before it breaks down to go low on oil...Just like a car..if there was oil in before it and it was low on oil then something is wrong inside the engine...it is either leaking or burning the oil inside the engine...I still strongly thinks that their is something wrong in the engine to make the oil be low...I still think that sears is trying to get out of fixing my tractor...I strongly believe that they do not tell every customer that bought the repair agreement to make sure it has oil.They just want to make the sale..they will just say buy this repair agreement and if anything goes wrong we will fix it and if it can't be fixed we will replace it Sincerely, Fong V***
September 7, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Deborah [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her range As clarification, our return policy is clearly noted on our receipts and it is posted in our stores as wellThat return period is in effect for days from the date of purchaseAt times, we realize that an exception may need to be made if an item is defectiveHowever, no such defect has been noted in this caseIn fact, our technicians have noted that the item is functioning within manufacturer’s specificationsIf Ms [redacted] feels that the item is being advertised incorrectly, then she would need to contact the manufacturer, Whirlpool as any description or specifications noted are provided by themWe would suggest that Ms [redacted] have the installation, which was not performed by one of our contractors according to our records, examined to ensure that it was performed properly as this could affect the ventingSince we are unable to grant Ms [redacted] ’s request due to the aforementioned information, we respectfully ask that this matter be considered closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Specialist, Regulatory Complaints (***) ***- [redacted] Tammie[redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] We have not fully completed our investigation of Mr [redacted] complaint regarding his service experience We apologize for the delay in responding to this complaintOur service manager has set up a tentative service appointment for MrBrown on November 15, to address the issues with his dryer but as of November 10, at 11:Central Standard Time our service manager had not yet been able to contact Mr [redacted] to confirm this service appointment would be convenient for him We apologize again and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Jasmin T [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and alleged non-receipt of a refund for a Kmart online layaway order cancelled in It is unfortunate that we failed Ms [redacted] expectations when she contacted Kmart for assistanceWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review As a result of this action, we revealed that Ms [redacted] contacted kmart.com on July 1, 2016, regarding her layaway and at that time we confirmed that a refund of $was issued to her Visa ending in on December 28, While we certainly empathize with Ms [redacted] situation, Kmart does not have the means to determine whether she retrieved her refund or if it may have been absorbed by any balance owed to her account provider before closing her account Additionally, since it has been over a year and a half since our refund was issued, Kmart no longer has the authority to reverse her transaction This is especially true with regard to a closed account With that having been said, we can only confirm that the appropriate refund was issued to the credit account Ms [redacted] used for her purchase, and that this action is correct, as our refund policy states all funds will be returned to the account used to make the original purchase At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We 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 possible We respectfully ask to have this matter closed since we have documented Ms [redacted] comments and the appropriate 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] 1-800- [redacted] ***
June 11, Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: [redacted] - Jennifer [redacted] Dear Ms [redacted] : We have not completed the investigation of Ms***'s complaint regarding the alleged damage that was done to her residence After receiving Ms***'s complaint, we forwarded her complaint to the Operation's ManagerOur investigation continues in this matter and we are awaiting a response and kindly request an additional 7- days to finish the investigation and resolve this complaint 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, Ema [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct -512- [redacted] I [redacted] @searshc.com
January 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal complaint to the previous response provided We have reviewed Ms [redacted] rebuttal, and we do not find that she has brought any new information to her complaintAs stated in our previous response, a refund was processed on January 11, 2017, in the form of a checkFor Ms [redacted] records the refund receipt number is [redacted] It normally takes to business days to receive which means that she should be receiving the check this week by January 25, Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantIn Ms [redacted] case we do apologize if she feels we failed her expectations, but we feel the refund that has been provided to her are relative to the circumstances and our decision is final We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of MrK [redacted] complaint regarding his dishwasher What MrK [redacted] fails to mention in his complaint was that our service technician found that the reason items were melted in his dishwasher was that a metal utensil was touching the heater element causing heat transfer to happen causing other items in the dishwasher to melt during the drying cycleUnfortunately this incident is not covered under the Master Protection Agreement (MPA)The MPA, under section Limitation of coverage Point “C.” specifically states: “ Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature.” We agree that we do not believe this was done “intentionally” as MrK [redacted] mentions in his complaint but it does fall under “accidental damage” mentioned in section of his MPATherefore the repair is not covered under the MPAAlthough the full repair is not covered under the MPA, there is a 25% off repairs not covered under the MPA As for the situation regarding a “promised” replacement from the store managerPer the email conversation between MrK [redacted] and MsJ [redacted] ; MsJ [redacted] did state that while waiting for a second service to see if the dishwasher would be replaced under the MPA, that she would order a dishwasher so there would be no wait for a replacement if it was found that the dishwasher malfunctionedMsJ [redacted] was working with the information provided by MrK [redacted] only and did not have access to the service reportOnce the store was informed that the decision was upheld that the reasons for repair were due to the metal utensil causing heat transfer, accidental damage or due to improper loading, she informed MrK [redacted] that the dishwasher replacement had been deniedMsJ [redacted] never “promised” the dishwasher would be replaced Since we have explained why MrK***’s repair or replacement of the dishwasher is not covered under the MPA and since the damage to his utensils are not due to fault of the product we are unable to honor his request for a credit for his damaged items or a replacement and have closed this case We apologize to MrK [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]
May 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the charges he was assessed for a part ordered by our technician As clarification, the parts we sell through Sears PartsDirect are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricingThe parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use themAdditionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing itIn the case of electronic control boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that partSo if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refundThis retail price reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some waySome parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expensesIt is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselvesWe would also note that we do not advertise through Sears service that we match prices, whether through another Sears operated business or a different service provider As far as the two payments are concerned, when we determine that parts will have to be ordered for a return visit, our technician initially collects the price of the part along with our minimum trip/diagnostic feeIn this way, if the consumer never has us install the part or has us go back out, neither party would owe the other any moniesSo our technician collected the price of the part and the trip fee, which came to $with the tax, and then collected the remaining labor of $74.00, once he returned and installed the partIn most cases at this point we stand pretty firm that we presented the cost of the part in our estimate and the estimate was accepted by [redacted] , which means no refund is owed by us and would generally not be providedWith that said, in [redacted] case it did take an inordinate amount of time for the manufacturer to provide the part and he apparently waited patiently from December until March for the repair to be completedWhile we have no control over how quickly the part is shipped, or if it is on back-order, because of the delay we would be willing to provide a 20% discount on the repair as a courtesyThis amounts to a refund of $and if [redacted] could contact me at [redacted] or email me at [redacted] with the first digits of his digit [redacted] card number ending in [redacted] (the [redacted] card used for the first payment), we would issue this refund back to his [redacted] card; we do not need the expiration date or the security code since we are just processing a refund rather than a saleWe apologize that we even have to ask for this, but so much time has elapsed since the payment was made that the full credit card information is no longer accessible in our systemIn the interim, since we are willing to provide a partial refund as a courtesy and are only awaiting contact from [redacted] , we have closed our fileWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
December 28, 2017Revdex.comAttn: [redacted] North Wabash Ave., Ste2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case#: [redacted] Glenn JR***Via: Revdex.com WebsiteDear [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 concernOn behalf of SHIP please know that we do value MrR [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced.This letter serves to provide notice that the final inspection by the [redacted] passed on 12/22/We are closing our file at this timeThank you for your time, effort and patience during the investigation processIf you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely,Richard V***SHIP/HI Regulatory Complaint Specialist cc: Glenn JR [redacted] via First Class Mail
February 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Cameron and Nancy B*** Dear MsV [redacted] We have completed the investigation of Mrand MrsB [redacted] complaint regarding the scheduling issues they encountered in having their dishwasher repairedUpon receipt of Mrand MrsB [redacted] complaint we apologized for them being re-scheduled, and emailed our Service Unit business partnersWe were able to schedule a service call for them on February 6, After the service call was completed, we noticed that Mrand MrsB [redacted] had declined the repair due to being advised by the technician that multiple parts are needed to repair their dishwasherWe followed up with them on February 7, We had gone over their service call, and the cost of parts needed was over $We offered to give a percent discount, if they purchased another dishwasher from a Sears Retail storeMrand MrsB [redacted] advised that would let me knowMrsB [redacted] emailed me on February 20, 2018, and advised they have decided not to purchase a dishwasher from SearsThey appreciated that I had reached out to themShould Mror MrsB [redacted] have any additional questions or concerns, they can contact me at [redacted] or via email at Robert.Z [redacted] With that said, since they have declined our offer of a percent product discount, we have closed our file We apologize to Mrand Mrs B [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Robert Z***REGULATORY SPECIALIST, Regulatory ComplaintsTell us why here
Complaint: [redacted] I am rejecting this response because: The fridge was NOT too big to fit through the door, the delivery drivers refused to even take the fridge off the truckWe were told they would deliver it the next day and take the doors off the fridge but never returnedAn actual attempt to deliver the original fridge was NEVER madeDelivery drivers were lazy and refused to do their job, causing all this frustrationShe is owed the points because it was advertised that with the second fridge that was purchased you get $in points with purchasethose were never applied to her account like they were suppose toit said the points would be given spread out after so many days We were told we were getting the same EXACT deal as online...that was not true Then the second fridge came and the delivery people broke the ice makerYou guys seem to cause problems but never want to fix things you do wrongIts unacceptable 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 I do appreciate the apology I was offered a $refund of the restocking fee and a credit of $on my Shop Your Way rewards account It hasn't showed up yet, and if it doesn't I will be back in touch Sincerely, [redacted]
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding his recent visit to one of our auto centers Upon receiving Mr***’s complaint, we escalated his concerns to [redacted] ***, Auto Center Manager of unit# *** Mr [redacted] has refunded Mr [redacted] in the amount of $per his request That being said, because we have provided Mr [redacted] with his requested resolution, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist ***-***- [redacted] ***[redacted] @searshc.com
October 6, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Tracy [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding a new online order for a pair of Ear Flat Headphones After reviewing the notes in this order, we found that Ms [redacted] had previously been in contact with Sears OnlineAccordingly, a refund of $was processed in the form of a check and $was credited back to her Shop Your Way Reward accountThis refund was processed on October 3, 2016; therefore Ms [redacted] can expect to receive the check in the mail within to business days from that dateIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed, pending receipt of the check in the mail 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, Nelda J [redacted]
November 3, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Thomas [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the charges for a part he said was never installed on his tractor We reviewed our records and did not find that we charged Mr [redacted] for any partWe did though charge a labor fee that corresponded with replacing a solenoidSo we are not sure if he is asking for the portion of the labor fee that is above the diagnostic fee be refunded, or if there is a charge we are missing that is actually for the partAt this point, we are willing to just refund Mr [redacted] in full for the tractor visit since it does not appear the technician actually determined what was wrong with the tractor and he did not seem to complete a repairIn order to process the refund, we do need Mr [redacted] to provide the first digits of the digit Discover account number ending in ***He is welcome to email me at Dana[redacted] @searshc.com or call me at [redacted] to get that information to me so that a refund can be processedIn the interim, since we are willing to refund Mr [redacted] in full and are only pending his response in order to do so, we have closed our fileWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: They did call and schedule an appointment and finally showed up but the dryer was not fixedIended up calling another company and paid to have it fixed because I refused to wait on Sears any longer Sincerely, Carolyn ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10958010, and find that this resolution is satisfactory to me Sincerely, Amanda [redacted]
September 13, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Sherri L*** Dear [redacted] We have completed the investigation of MsL [redacted] complaint regarding her customer service experience upon the delivery and install of her purchased washer and dryer set.After reviewing MsL [redacted] complaint, we were able to determine that MsL [redacted] was assigned Damage Claim [redacted] , which is currently closedAs clarification, once the claimant has been assigned a claim number through our third party vendor [redacted] *** they provide an official response representing Sears [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] actions; their decision on any claim is finalWe contacted Claims examiner Victor R [redacted] and were informed that MsL [redacted] claim was closed and settled for a check in the amount of $on September 08, We ask MsL [redacted] to allow 7-business days to arrive via *** In the interim, since MsL [redacted] damage claim has been investigated through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, MrR [redacted] at [redacted] or [redacted] , we have closed our file.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
Complaint: [redacted] I am rejecting this response because:there was oil in the engine...the oil in the engine before it break down cannot just disappear by itselfobviously there's got to be a problem with the engine leaking somewhere to make the oil in there before it breaks down to go low on oil...Just like a car..if there was oil in before it and it was low on oil then something is wrong inside the engine...it is either leaking or burning the oil inside the engine...I still strongly thinks that their is something wrong in the engine to make the oil be low...I still think that sears is trying to get out of fixing my tractor...I strongly believe that they do not tell every customer that bought the repair agreement to make sure it has oil.They just want to make the sale..they will just say buy this repair agreement and if anything goes wrong we will fix it and if it can't be fixed we will replace it Sincerely, Fong V***
September 7, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Deborah [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her range As clarification, our return policy is clearly noted on our receipts and it is posted in our stores as wellThat return period is in effect for days from the date of purchaseAt times, we realize that an exception may need to be made if an item is defectiveHowever, no such defect has been noted in this caseIn fact, our technicians have noted that the item is functioning within manufacturer’s specificationsIf Ms [redacted] feels that the item is being advertised incorrectly, then she would need to contact the manufacturer, Whirlpool as any description or specifications noted are provided by themWe would suggest that Ms [redacted] have the installation, which was not performed by one of our contractors according to our records, examined to ensure that it was performed properly as this could affect the ventingSince we are unable to grant Ms [redacted] ’s request due to the aforementioned information, we respectfully ask that this matter be considered closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Specialist, Regulatory Complaints (***) ***- [redacted] Tammie[redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] We have not fully completed our investigation of Mr [redacted] complaint regarding his service experience We apologize for the delay in responding to this complaintOur service manager has set up a tentative service appointment for MrBrown on November 15, to address the issues with his dryer but as of November 10, at 11:Central Standard Time our service manager had not yet been able to contact Mr [redacted] to confirm this service appointment would be convenient for him We apologize again and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Jasmin T [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and alleged non-receipt of a refund for a Kmart online layaway order cancelled in It is unfortunate that we failed Ms [redacted] expectations when she contacted Kmart for assistanceWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review As a result of this action, we revealed that Ms [redacted] contacted kmart.com on July 1, 2016, regarding her layaway and at that time we confirmed that a refund of $was issued to her Visa ending in on December 28, While we certainly empathize with Ms [redacted] situation, Kmart does not have the means to determine whether she retrieved her refund or if it may have been absorbed by any balance owed to her account provider before closing her account Additionally, since it has been over a year and a half since our refund was issued, Kmart no longer has the authority to reverse her transaction This is especially true with regard to a closed account With that having been said, we can only confirm that the appropriate refund was issued to the credit account Ms [redacted] used for her purchase, and that this action is correct, as our refund policy states all funds will be returned to the account used to make the original purchase At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We 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 possible We respectfully ask to have this matter closed since we have documented Ms [redacted] comments and the appropriate 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] 1-800- [redacted] ***
June 11, Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: [redacted] - Jennifer [redacted] Dear Ms [redacted] : We have not completed the investigation of Ms***'s complaint regarding the alleged damage that was done to her residence After receiving Ms***'s complaint, we forwarded her complaint to the Operation's ManagerOur investigation continues in this matter and we are awaiting a response and kindly request an additional 7- days to finish the investigation and resolve this complaint 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, Ema [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct -512- [redacted] I [redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) reimbursement made for replacement of door
January 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal complaint to the previous response provided We have reviewed Ms [redacted] rebuttal, and we do not find that she has brought any new information to her complaintAs stated in our previous response, a refund was processed on January 11, 2017, in the form of a checkFor Ms [redacted] records the refund receipt number is [redacted] It normally takes to business days to receive which means that she should be receiving the check this week by January 25, Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantIn Ms [redacted] case we do apologize if she feels we failed her expectations, but we feel the refund that has been provided to her are relative to the circumstances and our decision is final We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of MrK [redacted] complaint regarding his dishwasher What MrK [redacted] fails to mention in his complaint was that our service technician found that the reason items were melted in his dishwasher was that a metal utensil was touching the heater element causing heat transfer to happen causing other items in the dishwasher to melt during the drying cycleUnfortunately this incident is not covered under the Master Protection Agreement (MPA)The MPA, under section Limitation of coverage Point “C.” specifically states: “ Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature.” We agree that we do not believe this was done “intentionally” as MrK [redacted] mentions in his complaint but it does fall under “accidental damage” mentioned in section of his MPATherefore the repair is not covered under the MPAAlthough the full repair is not covered under the MPA, there is a 25% off repairs not covered under the MPA As for the situation regarding a “promised” replacement from the store managerPer the email conversation between MrK [redacted] and MsJ [redacted] ; MsJ [redacted] did state that while waiting for a second service to see if the dishwasher would be replaced under the MPA, that she would order a dishwasher so there would be no wait for a replacement if it was found that the dishwasher malfunctionedMsJ [redacted] was working with the information provided by MrK [redacted] only and did not have access to the service reportOnce the store was informed that the decision was upheld that the reasons for repair were due to the metal utensil causing heat transfer, accidental damage or due to improper loading, she informed MrK [redacted] that the dishwasher replacement had been deniedMsJ [redacted] never “promised” the dishwasher would be replaced Since we have explained why MrK***’s repair or replacement of the dishwasher is not covered under the MPA and since the damage to his utensils are not due to fault of the product we are unable to honor his request for a credit for his damaged items or a replacement and have closed this case We apologize to MrK [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]
May 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the charges he was assessed for a part ordered by our technician As clarification, the parts we sell through Sears PartsDirect are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricingThe parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use themAdditionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing itIn the case of electronic control boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that partSo if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refundThis retail price reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some waySome parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expensesIt is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselvesWe would also note that we do not advertise through Sears service that we match prices, whether through another Sears operated business or a different service provider As far as the two payments are concerned, when we determine that parts will have to be ordered for a return visit, our technician initially collects the price of the part along with our minimum trip/diagnostic feeIn this way, if the consumer never has us install the part or has us go back out, neither party would owe the other any moniesSo our technician collected the price of the part and the trip fee, which came to $with the tax, and then collected the remaining labor of $74.00, once he returned and installed the partIn most cases at this point we stand pretty firm that we presented the cost of the part in our estimate and the estimate was accepted by [redacted] , which means no refund is owed by us and would generally not be providedWith that said, in [redacted] case it did take an inordinate amount of time for the manufacturer to provide the part and he apparently waited patiently from December until March for the repair to be completedWhile we have no control over how quickly the part is shipped, or if it is on back-order, because of the delay we would be willing to provide a 20% discount on the repair as a courtesyThis amounts to a refund of $and if [redacted] could contact me at [redacted] or email me at [redacted] with the first digits of his digit [redacted] card number ending in [redacted] (the [redacted] card used for the first payment), we would issue this refund back to his [redacted] card; we do not need the expiration date or the security code since we are just processing a refund rather than a saleWe apologize that we even have to ask for this, but so much time has elapsed since the payment was made that the full credit card information is no longer accessible in our systemIn the interim, since we are willing to provide a partial refund as a courtesy and are only awaiting contact from [redacted] , we have closed our fileWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
December 28, 2017Revdex.comAttn: [redacted] North Wabash Ave., Ste2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case#: [redacted] Glenn JR***Via: Revdex.com WebsiteDear [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 concernOn behalf of SHIP please know that we do value MrR [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced.This letter serves to provide notice that the final inspection by the [redacted] passed on 12/22/We are closing our file at this timeThank you for your time, effort and patience during the investigation processIf you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely,Richard V***SHIP/HI Regulatory Complaint Specialist cc: Glenn JR [redacted] via First Class Mail
February 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Cameron and Nancy B*** Dear MsV [redacted] We have completed the investigation of Mrand MrsB [redacted] complaint regarding the scheduling issues they encountered in having their dishwasher repairedUpon receipt of Mrand MrsB [redacted] complaint we apologized for them being re-scheduled, and emailed our Service Unit business partnersWe were able to schedule a service call for them on February 6, After the service call was completed, we noticed that Mrand MrsB [redacted] had declined the repair due to being advised by the technician that multiple parts are needed to repair their dishwasherWe followed up with them on February 7, We had gone over their service call, and the cost of parts needed was over $We offered to give a percent discount, if they purchased another dishwasher from a Sears Retail storeMrand MrsB [redacted] advised that would let me knowMrsB [redacted] emailed me on February 20, 2018, and advised they have decided not to purchase a dishwasher from SearsThey appreciated that I had reached out to themShould Mror MrsB [redacted] have any additional questions or concerns, they can contact me at [redacted] or via email at Robert.Z [redacted] With that said, since they have declined our offer of a percent product discount, we have closed our file We apologize to Mrand Mrs B [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Robert Z***REGULATORY SPECIALIST, Regulatory ComplaintsTell us why here
Complaint: [redacted] I am rejecting this response because: The fridge was NOT too big to fit through the door, the delivery drivers refused to even take the fridge off the truckWe were told they would deliver it the next day and take the doors off the fridge but never returnedAn actual attempt to deliver the original fridge was NEVER madeDelivery drivers were lazy and refused to do their job, causing all this frustrationShe is owed the points because it was advertised that with the second fridge that was purchased you get $in points with purchasethose were never applied to her account like they were suppose toit said the points would be given spread out after so many days We were told we were getting the same EXACT deal as online...that was not true Then the second fridge came and the delivery people broke the ice makerYou guys seem to cause problems but never want to fix things you do wrongIts unacceptable 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 I do appreciate the apology I was offered a $refund of the restocking fee and a credit of $on my Shop Your Way rewards account It hasn't showed up yet, and if it doesn't I will be back in touch Sincerely, [redacted]
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding his recent visit to one of our auto centers Upon receiving Mr***’s complaint, we escalated his concerns to [redacted] ***, Auto Center Manager of unit# *** Mr [redacted] has refunded Mr [redacted] in the amount of $per his request That being said, because we have provided Mr [redacted] with his requested resolution, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist ***-***- [redacted] ***[redacted] @searshc.com
October 6, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Tracy [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding a new online order for a pair of Ear Flat Headphones After reviewing the notes in this order, we found that Ms [redacted] had previously been in contact with Sears OnlineAccordingly, a refund of $was processed in the form of a check and $was credited back to her Shop Your Way Reward accountThis refund was processed on October 3, 2016; therefore Ms [redacted] can expect to receive the check in the mail within to business days from that dateIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed, pending receipt of the check in the mail 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, Nelda J [redacted]
November 3, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Thomas [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the charges for a part he said was never installed on his tractor We reviewed our records and did not find that we charged Mr [redacted] for any partWe did though charge a labor fee that corresponded with replacing a solenoidSo we are not sure if he is asking for the portion of the labor fee that is above the diagnostic fee be refunded, or if there is a charge we are missing that is actually for the partAt this point, we are willing to just refund Mr [redacted] in full for the tractor visit since it does not appear the technician actually determined what was wrong with the tractor and he did not seem to complete a repairIn order to process the refund, we do need Mr [redacted] to provide the first digits of the digit Discover account number ending in ***He is welcome to email me at Dana[redacted] @searshc.com or call me at [redacted] to get that information to me so that a refund can be processedIn the interim, since we are willing to refund Mr [redacted] in full and are only pending his response in order to do so, we have closed our fileWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: They did call and schedule an appointment and finally showed up but the dryer was not fixedIended up calling another company and paid to have it fixed because I refused to wait on Sears any longer Sincerely, Carolyn ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10958010, and find that this resolution is satisfactory to me Sincerely, Amanda [redacted]
September 13, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Sherri L*** Dear [redacted] We have completed the investigation of MsL [redacted] complaint regarding her customer service experience upon the delivery and install of her purchased washer and dryer set.After reviewing MsL [redacted] complaint, we were able to determine that MsL [redacted] was assigned Damage Claim [redacted] , which is currently closedAs clarification, once the claimant has been assigned a claim number through our third party vendor [redacted] *** they provide an official response representing Sears [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] actions; their decision on any claim is finalWe contacted Claims examiner Victor R [redacted] and were informed that MsL [redacted] claim was closed and settled for a check in the amount of $on September 08, We ask MsL [redacted] to allow 7-business days to arrive via *** In the interim, since MsL [redacted] damage claim has been investigated through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, MrR [redacted] at [redacted] or [redacted] , we have closed our file.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience