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, Francis [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/08/18) */ August 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: XXXXXXXX - [redacted] Dear Ms [redacted] We have completed the investigation of Ms[redacted] complaint regarding her customer experience upon delivery of her purchased treadmill It is unfortunate that we failed Ms[redacted] expectations when we did not complete the assembly of her purchased treadmillDue to a systems error, her delivery was not coded properly and we apologize for thisOur records also show that the haul away of Ms[redacted] existing treadmill was completed July For any inconvenience this may have caused, we issued a sales adjustment of $on August In addition, a $gift card was also provided to Ms[redacted] At this time, since the haul away of Ms[redacted] existing treadmill has been completed and we provided courtesy compensation was provided, we have closed our files We 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 XXX-XXX-XXXX [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sears did respond to the complaint and made compensation which is satisfactory
Nita [redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Wendi K [redacted] #Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her home air conditioning systemDelores [redacted] , Sears Home Services Territory Operations Manager, provided the following response:I had the pleasure of speaking with Ms [redacted] and discussed her concerns with her over a few phone calls since her complaint was received in our officeWe value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home ServicesWe can assure Ms [redacted] that her concerns were forwarded to my office for review, so future problems of this nature can be avertedWe can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleIf I can be of any further assistance to MsBrisendine, she can reach me at [redacted] That said, we ask that this complaint be closedWe 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 Claims SpecialistSears Holdings Corporation***[redacted] @searshc.com
July 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay in receiving her credit for the return of her online order Upon receipt of Ms [redacted] complaint we researched and, according to our records, the credit was issued on July 16, on store salescheck # [redacted] in the amount of $to her credit card ending in [redacted] Ms [redacted] can check with her banking institute if the credit has not posted to her accountWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 2nd rebuttal regarding her dissatisfaction with the multiple repair attempts on her tractor We have received Ms [redacted] 2nd rebuttal and have already processed the $check on October 10, and are unable to process an additional protection agreementBecause we have addressed Ms [redacted] rebuttal, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
May 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] 2nd rebuttal regarding his refrigerator that he feels is refurbished We have received Mr [redacted] 2nd rebuttal, and again do not find that he has brought any new information to his complaint We have again reviewed Mr [redacted] receipt# [redacted] and found that the item number for his refrigerator is in fact a new item As stated before, there is a specific process for selling used items which are logged accordingly and signage put on the item when being sold in stores or online where the item would be tagged as used While we understand that he feels as though he received a refurbished unit, our records do not indicate this in any way Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case we do apologize that he feels as though he received a refurbished refrigerator but this is simply not the case Based on this, we have closed our file 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]
(The consumer indicated he/she ACCEPTED the response from the business.) Dealing with Laurie [redacted] was amazingShe listened and worked to get resolve my issueShe sent a service man to my house to fix the washerHe also was very pleasant and it took him minutes to replace the partSears should have more employees like Laurie and their service would be top notch
(The consumer indicated he/she DID NOT accept the response from the business.) Ms***, I received your response to my complaint regarding my experience with your company Your proposed resolution does not address the full bill I received for $ I hired your company to complete the repair of my applianceI entered into the agreement in good faith and accepted your serviceTherefore the non-refundable trip charge should also be creditedThat is your policyThe diagnostic and repair failed to return the appliance to working order My family has been without a working refrigerator for over seven weeks nowWe do not have the funds to hire anyone else without a full refundI have given Sears over thirty interactions to do the right thingPlease understand, that those thirty interactions were the worst experiences I have yet had as a consumerI cannot imagine that my experience, and your company's complete failure, would not warrant a refund I am completely disheartened to even have to write this email to you Ms***My complaint outlined my experience with your companyI had expected to receive a complete and thorough resolution to this matter Please resolve this matter with a full refund and confirm our bill is settled I look forward to your response Thank you
January 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Ralph C [redacted] Dear [redacted] We have completed the investigation of MrC [redacted] complaint regarding his allegation that he was misled by the sales associate that the service agreement that he purchased along with his grill would cover rust issues We contacted MrC [redacted] and apologized if there was any misunderstanding regarding the warranty coverage when he purchased the protection agreement for his grill on June 26, There is no way to actually verify what may or may not have been said over years agoIt is a consumer’s responsibility to become familiar with the terms and conditions of any warranty coverageMrC [redacted] confirmed that he did not review the terms on the agreementAccording to our records, the service agreement was scheduled to expire on July 18, 2019; however, MrC [redacted] cancelled on October 10, and was issued a pro-rated refund of $87.08; per the cancellation terms of his agreementMrC [redacted] request for the remaining balance on the contract is denied We reviewed the service order and the technician noted that that the grill checked ok, except for the rust issuesSince rust is not covered, the technician did not order any parts for the grillMrC [redacted] stated that he contacted the store where he made the purchase of the grillWe discovered that, as a good-will gesture, the store associate ordered the parts at no charge for MrC [redacted] He received parts, but one part has been on back orderWe reached out to our parts research team and it was confirmed that the drip tray is on back order with no estimated ship date from the supplierWe advised MrC [redacted] that he would have to wait for the part from the supplier, and reminded him that Sears has no obligation to provide him the part since it is a non covered part due to the rustFor customer satisfaction, we offered MrC [redacted] a $discount towards the purchase of a new grill from SearsMrC [redacted] accepted the offer and provided a copy of the new purchase receiptOn January 2, we issued the $credit to his credit card ending in [redacted] With that being said, since we have addressed the issue brought forth in MrC [redacted] complaint, we have closed our file We apologize to MrC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]
Contact Name and Title: Dana [redacted] Contact Phone: 512- [redacted] September 17, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #- Robert [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's rebuttal to our previous response We can only reiterate that our minimum fee is not $Mr [redacted] is welcome to forward me the email he mentions that he says indicates that he was given wrong information and the minimum fee is $With that I could either review to see if there was just a poor choice of wording that confused him or if someone in our organization sent out incorrect informationIf Mr [redacted] would still like to have us repair his appliance, he is welcome to contact me via email or phone so that arrangements can be madeIn the interim, since we are willing to review whatever document Mr [redacted] was sent as we are 100% sure that our minimum trip/diagnostic fee is $and not $249.00, and also willing to make sure that this is the price he is charged if he declines our estimate, we have reclosed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: 512- [redacted] Email: Dana[redacted] @searshc.com
October 11, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: Nancy [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her washer repairUpon receiving Ms***’ complaint, we contacted our Sears Home Warranty (SHW) department for assistance Tiffany [redacted] with SHW responded on October 11, 2016, that she spoke with Ms [redacted] in regard to yesterday’s service callDuring the call, Ms [redacted] advised that she just purchased a new washer Ms [redacted] subsequently told Ms [redacted] that her original washer would have been authorized for replacement, so a check for $762.00, the authorized amount, is being mailed to her Ms [redacted] should receive the check in the next five to seven days Since it is our understanding that the aforementioned resolution meets with Ms***’ approval, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
September 27, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Terika A [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her request for a sale adjustment for her dryer purchase It is unfortunate that we failed Ms [redacted] ’ expectations when she recently purchased a washer and dryer from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Bela [redacted] , Manager for Sears store Number 1275, contacted Ms [redacted] on July 26, 2017, and at that time Ms [redacted] agreed to send additional information to Bela [redacted] via email If Ms [redacted] still needs assistance with this issue, she may contact Bela [redacted] at 770-493- At this time, we can only reiterate that we regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted Ms [redacted] ’s comments and the appropriate parties have been engaged to provide her with a resolution 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] 1-800-762-Ext***
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] they came out yes he took siding off and he push on a piece of plywood that was newif he had took the plywood off he would have found rotton woodbut there was other things complain about that was not look atrotton wood were termites were on board were window wasthat piece of wood should have been change outif so maybe I would not have termites today only in the same areamy rug that was torn when butting in front doorchanrge me for changing rooton wood on eve of my homebottom line the list that I sent nothing was nonenext move will be with my attorney this was a fight from the day of work done til now
Revdex.com: Having not been in construction at all, I paidfor an exteded warrenty AND the installtion from carrier and sons in North Canton, Ohiowhen I called the searsnumer, you told me I had 4? week stillnder warrentyI don't understand and I currently have health issues ( rain tumorsm cancer of the brain undergoing radiation therapy ang hemi-paralysis) thatstops me from payiong extra or walking downstairs for mor informationAlan [redacted] Cuyahoga Falls Ohio I am not a Sincerely, Alan [redacted] When I purchasedthe water heater after my mom passed away in 2008, I know I am not a construction guy and not ahomeowner I oought the extended warranty and hired a searscontractor, carrier and sons in north canton ohio, to install it poorly—connecting coop to pvc, allowing the heat to melt and start rustingWhen I called I while sago, I was told I was stillinwarrenty.I have severe health issues right now and I am paralyzed and—hopefully—finished radiation on a cancerous brain tumor What did I do wrong and how can it e fixed? I can move to the basement and the ills are piling up Carrier and sons did a poor jo, joining pvcwith copper pipe and allowing it to melt , making the water run and rustI don”t know how to dothis, which iis why I paid extra.Alan [redacted] CuyahogaFalls, Ohio [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service for his [redacted] washer As clarification, the contract to service the washer it is not held by Sears Sears is one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to [redacted] With that said, our records show that when our service technician arrived for service on April 10, he replaced the PBC computer board and filter assembly [redacted] was informed of the delay in parts as is required with our contract with [redacted] If Mr [redacted] has any questions regarding his service coverage and what would constitute a replacement he will need to address this with [redacted] Since it is our understanding that the repairs completed on April 10, have repaired the washer we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service We value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received regarding service coverage caused her any inconvenienceWe respectfully ask that this matter be closed, since we have repaired Ms [redacted] refrigerator and noted her candid feedback Again, we apologize to MsBryan for this issue 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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refrigerator We apologize that Ms [redacted] refrigerator failed to meet her expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision Our research shows that there has been one service repair for Ms [redacted] refrigeratorOn June our service technician indicated the freezer door gasket needed replaced and this was done on that same date Ms [redacted] never contacted Sears to inform us that the repair did not fix the refrigerator issues she was havingWe would expect our customer’s to inform Sears when a repair does not fix an appliance and wia reasonable time or at least withe first days after a repair was completedThe next time Ms [redacted] contacted Sears was June 7, 2016, months after the repair in By our records it has been twelve (12) months since the last service call and we show Ms [redacted] is now outside her manufacture warranty by four (4) months To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate It would be unjust for Sears to provide free service to Ms [redacted] while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsSince we have explained why Ms [redacted] does not qualify for a replacement and she is past the return period we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Vishal [redacted] Dear Ms [redacted] : We have not completed our investigation of Mr [redacted] ’s issues with his service experience Our service unit reached out to Mr [redacted] to set service with a senior service technicianWe have been unable to speak to Mr [redacted] , his voice mail states he is out of the country and the only way to reach his is via text or email Mr [redacted] ’s voice message does not say when he will be back in the countryUnfortunately our service unit is unable to text our customersWe have emailed Mr [redacted] to contact us once he has returned to the country and we will be happy to assist him with the repairsIn the mean time we have closed this case pending Mr [redacted] ’s response We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:Although I will talk to this 3rd party, I have not placed any order to them I placed a P.OWith Sears Sears along bears responsibility Sears installers caused damages for US$ plus they overcharged more than US$ 400i have sent photos and proof of everything to this third party, but I reject the idea that Sears now is not responsible Sincerely, [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I accept their settlement even though I disagree with their wording of the facts
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, Francis [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/08/18) */ August 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: XXXXXXXX - [redacted] Dear Ms [redacted] We have completed the investigation of Ms[redacted] complaint regarding her customer experience upon delivery of her purchased treadmill It is unfortunate that we failed Ms[redacted] expectations when we did not complete the assembly of her purchased treadmillDue to a systems error, her delivery was not coded properly and we apologize for thisOur records also show that the haul away of Ms[redacted] existing treadmill was completed July For any inconvenience this may have caused, we issued a sales adjustment of $on August In addition, a $gift card was also provided to Ms[redacted] At this time, since the haul away of Ms[redacted] existing treadmill has been completed and we provided courtesy compensation was provided, we have closed our files We 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 XXX-XXX-XXXX [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sears did respond to the complaint and made compensation which is satisfactory
Nita [redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Wendi K [redacted] #Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her home air conditioning systemDelores [redacted] , Sears Home Services Territory Operations Manager, provided the following response:I had the pleasure of speaking with Ms [redacted] and discussed her concerns with her over a few phone calls since her complaint was received in our officeWe value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home ServicesWe can assure Ms [redacted] that her concerns were forwarded to my office for review, so future problems of this nature can be avertedWe can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleIf I can be of any further assistance to MsBrisendine, she can reach me at [redacted] That said, we ask that this complaint be closedWe 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 Claims SpecialistSears Holdings Corporation***[redacted] @searshc.com
July 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay in receiving her credit for the return of her online order Upon receipt of Ms [redacted] complaint we researched and, according to our records, the credit was issued on July 16, on store salescheck # [redacted] in the amount of $to her credit card ending in [redacted] Ms [redacted] can check with her banking institute if the credit has not posted to her accountWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 2nd rebuttal regarding her dissatisfaction with the multiple repair attempts on her tractor We have received Ms [redacted] 2nd rebuttal and have already processed the $check on October 10, and are unable to process an additional protection agreementBecause we have addressed Ms [redacted] rebuttal, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
May 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] 2nd rebuttal regarding his refrigerator that he feels is refurbished We have received Mr [redacted] 2nd rebuttal, and again do not find that he has brought any new information to his complaint We have again reviewed Mr [redacted] receipt# [redacted] and found that the item number for his refrigerator is in fact a new item As stated before, there is a specific process for selling used items which are logged accordingly and signage put on the item when being sold in stores or online where the item would be tagged as used While we understand that he feels as though he received a refurbished unit, our records do not indicate this in any way Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case we do apologize that he feels as though he received a refurbished refrigerator but this is simply not the case Based on this, we have closed our file 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]
(The consumer indicated he/she ACCEPTED the response from the business.) Dealing with Laurie [redacted] was amazingShe listened and worked to get resolve my issueShe sent a service man to my house to fix the washerHe also was very pleasant and it took him minutes to replace the partSears should have more employees like Laurie and their service would be top notch
(The consumer indicated he/she DID NOT accept the response from the business.) Ms***, I received your response to my complaint regarding my experience with your company Your proposed resolution does not address the full bill I received for $ I hired your company to complete the repair of my applianceI entered into the agreement in good faith and accepted your serviceTherefore the non-refundable trip charge should also be creditedThat is your policyThe diagnostic and repair failed to return the appliance to working order My family has been without a working refrigerator for over seven weeks nowWe do not have the funds to hire anyone else without a full refundI have given Sears over thirty interactions to do the right thingPlease understand, that those thirty interactions were the worst experiences I have yet had as a consumerI cannot imagine that my experience, and your company's complete failure, would not warrant a refund I am completely disheartened to even have to write this email to you Ms***My complaint outlined my experience with your companyI had expected to receive a complete and thorough resolution to this matter Please resolve this matter with a full refund and confirm our bill is settled I look forward to your response Thank you
January 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Ralph C [redacted] Dear [redacted] We have completed the investigation of MrC [redacted] complaint regarding his allegation that he was misled by the sales associate that the service agreement that he purchased along with his grill would cover rust issues We contacted MrC [redacted] and apologized if there was any misunderstanding regarding the warranty coverage when he purchased the protection agreement for his grill on June 26, There is no way to actually verify what may or may not have been said over years agoIt is a consumer’s responsibility to become familiar with the terms and conditions of any warranty coverageMrC [redacted] confirmed that he did not review the terms on the agreementAccording to our records, the service agreement was scheduled to expire on July 18, 2019; however, MrC [redacted] cancelled on October 10, and was issued a pro-rated refund of $87.08; per the cancellation terms of his agreementMrC [redacted] request for the remaining balance on the contract is denied We reviewed the service order and the technician noted that that the grill checked ok, except for the rust issuesSince rust is not covered, the technician did not order any parts for the grillMrC [redacted] stated that he contacted the store where he made the purchase of the grillWe discovered that, as a good-will gesture, the store associate ordered the parts at no charge for MrC [redacted] He received parts, but one part has been on back orderWe reached out to our parts research team and it was confirmed that the drip tray is on back order with no estimated ship date from the supplierWe advised MrC [redacted] that he would have to wait for the part from the supplier, and reminded him that Sears has no obligation to provide him the part since it is a non covered part due to the rustFor customer satisfaction, we offered MrC [redacted] a $discount towards the purchase of a new grill from SearsMrC [redacted] accepted the offer and provided a copy of the new purchase receiptOn January 2, we issued the $credit to his credit card ending in [redacted] With that being said, since we have addressed the issue brought forth in MrC [redacted] complaint, we have closed our file We apologize to MrC [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]
Contact Name and Title: Dana [redacted] Contact Phone: 512- [redacted] September 17, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #- Robert [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's rebuttal to our previous response We can only reiterate that our minimum fee is not $Mr [redacted] is welcome to forward me the email he mentions that he says indicates that he was given wrong information and the minimum fee is $With that I could either review to see if there was just a poor choice of wording that confused him or if someone in our organization sent out incorrect informationIf Mr [redacted] would still like to have us repair his appliance, he is welcome to contact me via email or phone so that arrangements can be madeIn the interim, since we are willing to review whatever document Mr [redacted] was sent as we are 100% sure that our minimum trip/diagnostic fee is $and not $249.00, and also willing to make sure that this is the price he is charged if he declines our estimate, we have reclosed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: 512- [redacted] Email: Dana[redacted] @searshc.com
October 11, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: Nancy [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her washer repairUpon receiving Ms***’ complaint, we contacted our Sears Home Warranty (SHW) department for assistance Tiffany [redacted] with SHW responded on October 11, 2016, that she spoke with Ms [redacted] in regard to yesterday’s service callDuring the call, Ms [redacted] advised that she just purchased a new washer Ms [redacted] subsequently told Ms [redacted] that her original washer would have been authorized for replacement, so a check for $762.00, the authorized amount, is being mailed to her Ms [redacted] should receive the check in the next five to seven days Since it is our understanding that the aforementioned resolution meets with Ms***’ approval, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
September 27, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Terika A [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her request for a sale adjustment for her dryer purchase It is unfortunate that we failed Ms [redacted] ’ expectations when she recently purchased a washer and dryer from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Bela [redacted] , Manager for Sears store Number 1275, contacted Ms [redacted] on July 26, 2017, and at that time Ms [redacted] agreed to send additional information to Bela [redacted] via email If Ms [redacted] still needs assistance with this issue, she may contact Bela [redacted] at 770-493- At this time, we can only reiterate that we regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted Ms [redacted] ’s comments and the appropriate parties have been engaged to provide her with a resolution 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] 1-800-762-Ext***
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] they came out yes he took siding off and he push on a piece of plywood that was newif he had took the plywood off he would have found rotton woodbut there was other things complain about that was not look atrotton wood were termites were on board were window wasthat piece of wood should have been change outif so maybe I would not have termites today only in the same areamy rug that was torn when butting in front doorchanrge me for changing rooton wood on eve of my homebottom line the list that I sent nothing was nonenext move will be with my attorney this was a fight from the day of work done til now
Revdex.com: Having not been in construction at all, I paidfor an exteded warrenty AND the installtion from carrier and sons in North Canton, Ohiowhen I called the searsnumer, you told me I had 4? week stillnder warrentyI don't understand and I currently have health issues ( rain tumorsm cancer of the brain undergoing radiation therapy ang hemi-paralysis) thatstops me from payiong extra or walking downstairs for mor informationAlan [redacted] Cuyahoga Falls Ohio I am not a Sincerely, Alan [redacted] When I purchasedthe water heater after my mom passed away in 2008, I know I am not a construction guy and not ahomeowner I oought the extended warranty and hired a searscontractor, carrier and sons in north canton ohio, to install it poorly—connecting coop to pvc, allowing the heat to melt and start rustingWhen I called I while sago, I was told I was stillinwarrenty.I have severe health issues right now and I am paralyzed and—hopefully—finished radiation on a cancerous brain tumor What did I do wrong and how can it e fixed? I can move to the basement and the ills are piling up Carrier and sons did a poor jo, joining pvcwith copper pipe and allowing it to melt , making the water run and rustI don”t know how to dothis, which iis why I paid extra.Alan [redacted] CuyahogaFalls, Ohio [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service for his [redacted] washer As clarification, the contract to service the washer it is not held by Sears Sears is one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to [redacted] With that said, our records show that when our service technician arrived for service on April 10, he replaced the PBC computer board and filter assembly [redacted] was informed of the delay in parts as is required with our contract with [redacted] If Mr [redacted] has any questions regarding his service coverage and what would constitute a replacement he will need to address this with [redacted] Since it is our understanding that the repairs completed on April 10, have repaired the washer we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service We value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received regarding service coverage caused her any inconvenienceWe respectfully ask that this matter be closed, since we have repaired Ms [redacted] refrigerator and noted her candid feedback Again, we apologize to MsBryan for this issue 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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refrigerator We apologize that Ms [redacted] refrigerator failed to meet her expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision Our research shows that there has been one service repair for Ms [redacted] refrigeratorOn June our service technician indicated the freezer door gasket needed replaced and this was done on that same date Ms [redacted] never contacted Sears to inform us that the repair did not fix the refrigerator issues she was havingWe would expect our customer’s to inform Sears when a repair does not fix an appliance and wia reasonable time or at least withe first days after a repair was completedThe next time Ms [redacted] contacted Sears was June 7, 2016, months after the repair in By our records it has been twelve (12) months since the last service call and we show Ms [redacted] is now outside her manufacture warranty by four (4) months To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate It would be unjust for Sears to provide free service to Ms [redacted] while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsSince we have explained why Ms [redacted] does not qualify for a replacement and she is past the return period we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Vishal [redacted] Dear Ms [redacted] : We have not completed our investigation of Mr [redacted] ’s issues with his service experience Our service unit reached out to Mr [redacted] to set service with a senior service technicianWe have been unable to speak to Mr [redacted] , his voice mail states he is out of the country and the only way to reach his is via text or email Mr [redacted] ’s voice message does not say when he will be back in the countryUnfortunately our service unit is unable to text our customersWe have emailed Mr [redacted] to contact us once he has returned to the country and we will be happy to assist him with the repairsIn the mean time we have closed this case pending Mr [redacted] ’s response We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:Although I will talk to this 3rd party, I have not placed any order to them I placed a P.OWith Sears Sears along bears responsibility Sears installers caused damages for US$ plus they overcharged more than US$ 400i have sent photos and proof of everything to this third party, but I reject the idea that Sears now is not responsible Sincerely, [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I accept their settlement even though I disagree with their wording of the facts