August 25, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Julie [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the problems she encountered with the scheduling and multiple repair attempts on her washer As clarification, the SSA is designed to provide a consumer with coverage for any current repairs up to a predetermined dollar amount of $per repair, and if the repair exceeded this amount, he or she would have three optionsFirst, a credit could be requested for up to $towards a comparable replacementSecond, the consumer could choose to proceed with the repair and be responsible for any charges over $If neither of the above options appeals to the consumer, then a full refund can be requested for the purchase price of the SSA We would like to note that this is the only agreement that we sell for products that are not in good working order and it presents a very real value to our consumersIt helps put a cap on most repairs since many times once one part is fixed, another part can be discovered to have also been affected by the previous failureInstead of paying for potentially lengthy and costly repairs, the consumer just pays the up-front charge, and then most repairs are coveredIn addition, they also receive a full year of coverage in the event that any other problems manifest themselves at a later date With that being said, we apologize to Ms [redacted] for any misunderstanding regarding the terms of the agreement at the time of purchaseAccording to our records, Ms [redacted] called us on July 20, and service was scheduled for July 21, Our technician ordered a control board and scheduled service for July 28, to install the partsWhen our technician returned on July 28, 2015, after he installed the board, the washer did not workHe contacted STAC (tech support) and after testing it was determined that there was a problem with the clutchThe technician provided Ms [redacted] an estimate for the repairSince the repair estimate was over the $limit for the SSA coverage, at this point Ms [redacted] had the option to stop the repair and receive $credit towards a replacement washer from Sears; or to pay the amount over the $Ms [redacted] paid the technician $and he ordered the part to continue with the repairWhen our technician returned on August 3, he found that the nut on the rotor was looseHe tightened the nut and determined that the clutch assembly was not needed for the repair, so he returned it to our service unit so that Ms [redacted] could receive credit for the partRegrettably, after he left the washer leaked when Ms [redacted] tried the first loadMs [redacted] called to have the technician return to repair the leak, but the technician was not able to return that same dayWhen Ms [redacted] spoke with tech support regarding the leak, they ordered a pump assembly and the clutch againWhen the technician arrived on August 6, 2015, he determined again that the clutch was not neededHe installed the pump assembly but the washer was still not workingHe contacted STAC and it was determined that the control board that was previously installed was not working and it had to be reorderedOur records indicate that when the technician returned on August 12, 2015, he installed the control board and the washer was operational With that being said, we contacted Ms [redacted] and we discussed her dissatisfaction with the serviceWe assured her that her feedback was appreciated and it was sent to our management team for reviewIt will give us the opportunity to remedy any problem that may exist and help to improve our service furtherOur records indicate that on August 10, Ms [redacted] was issued a $gift card for the service related inconvenienceAfter discussing the multiple service attempts, we offered Ms [redacted] an additional $gift card and she accepted the offerSince the washer has been repaired and the gift card is a resolution approved by Ms [redacted] we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
January 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Franco TR [redacted] Dear [redacted] We have completed the investigation of MrR [redacted] complaint regarding his dissatisfaction with the expected time frame for the completion of his repair request and his subsequent request for a replacement washer As Clarification, the Sears Master Protection Agreement MrR [redacted] purchased for his washer is a repair agreement, foremost, and as such the Agreement offers as many repairs as needed to keep the covered item in proper working condition Replacement is offered in instances where functional part failures have occurred on at least separate completed service orders within a month period It may also be important to mention that Sears Protection Agreements and manufacturer’s warranties do not promise that service will be completed within any specific period or time frame Regardless, we can certainly understand MrR [redacted] ’s frustration with the delay of his repair and would like to assure him that his concerns have been forwarded to management for review With this having been said, our technician completed MrR [redacted] ’s repair request on October 20, 2017, and confirmed that his washer was operating to the manufacturer’s specifications afterward MrR [redacted] is welcome to contact our Protection Agreement Benefits Administration at [redacted] with any questions he may have about his coverage or options that may be available to him while waiting for a repair Since we have provided services relative and appropriate to the terms of the Master Protection Agreement MrR [redacted] purchased for his washer, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***
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, Maribel [redacted]
October 28, Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # [redacted] – Larae A [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of MsMs [redacted] complaint regarding non-receipt of a refund for rings she placed on layaway at SearsMs [redacted] local Sears store has attempted to contact her by telephone, but has been unable to reach her Our store is prepared to re issue Ms [redacted] refund by check, but needs to speak with her to verify her mailing address Until we have an opportunity to discuss this matter with her, we are unable to proceed We ask that Ms [redacted] contact District Manager Michael [redacted] at ***) [redacted] within ten business days so that we may resolve this issue in a timely manner We have closed this complaint in the interim, pending Ms [redacted] responseWe apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist 1-800-762-Ext***
March 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to our response regarding the multiple service calls on his lawn mower and his request for a refund of the mower and his protection agreement As clarification, Mr [redacted] complaint was read thoroughly and we understand that he claims that the mower was serviced early after the first season; however, he is unable to provide any documentation or proof of the serviceSince Mr [redacted] mentioned in his rebuttal that the mower was still at the store, we reached out to Store Manager David S [redacted] to assist with Mr [redacted] rebuttalMrS [redacted] stated that he was aware of Mr [redacted] issue with the mower and that the carburetor problem is caused by using store gas in the mower and not using fuel stabilizerMrS [redacted] stated that he last spoke with Mr [redacted] in January and had offered to exchange the mower for Mr***However, Mr [redacted] requested to wait until the newer models came in for the season to make a selectionIf Mr [redacted] would like to complete the exchange, he can go by Sears store [redacted] and speak with Store Manager David S*We assure Mr [redacted] that Sears is not dropping the Craftsman product lineIt was sold so that we could expand and sell it at more marketsCraftsman products will still be sold and serviced by Sears As far as Mr [redacted] request that we extend his existing protection agreement at no charge is concerned, we did not find that this was warranted; particularly since the exchange was offered as a courtesy, and the new mower will be covered by the manufacturer’s warrantyWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 17, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Albert R [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’ complaint regarding his recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr***’ order was placed with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr***’ case, the order was fulfilled by Ami Ventures Inclocated at Canyon C***ing DrRichmond TX 77406, Email: [email protected] and telephone number (281) 410-We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr***’ records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in his order, we found that Sears Online contacted the seller on Mr***’s behalf to request a return and refundAccordingly, a full refund of $was credited back to Mr***’ Sears MasterCard account ending in For Mr***’ records the return receipt number is The credit should post within to business daysIn closure, since a full refund has been provided, 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Shawn R [redacted] # [redacted] Dear [redacted] We have completed our investigation of MrR [redacted] complaint regarding Sears Duct Cleaning It is regrettable that we failed MrR [redacted] expectations when he recently contacted Sears Duct Cleaning for serviceWe value MrR [redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize to MrR [redacted] for any inconvenience we may have caused Upon receiving MrR [redacted] complaint, we contacted Yvonne S [redacted] with Sears Duct Cleaning for assistance MsS [redacted] responded that she has been working with MrR [redacted] prior to receiving this complaint MsS [redacted] advised that a re-cleaning has been provided and that MrR [redacted] is satisfied with the outcome Additionally, the damaged floor issue is being addressed MrR [redacted] has obtained a repair estimate and is providing it to the local office If MrR [redacted] needs further assistance, he can contact MsS [redacted] at ( [redacted] In the interim, we have closed our file Again, we apologize to MrR [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
May 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed our investigation of Mr [redacted] complaint regarding a replacement under his Master Protection Agreement for his cooktop On receipt of Mr [redacted] complaint we found that he had cancelled his MPA and has received a refund per the cancelation terms and conditions of his MPAMr [redacted] refund of $went back onto his Sears card ending in [redacted] Since Mr [redacted] has cancelled his MPA and our records confirm the refund was received 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***
August 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Lauren [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding delay in receiving her purchased treadmill We would first like to apologize that many factors resulted in Ms***'s delay in completing her delivery within the provided time frameWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Ms***'s concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come After reviewing Ms***'s complaint and our records, we were able to determine that a mail bank check in the amount of $was issued on August 6, We ask Ms [redacted] to allow 7-business days to arriveWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service Sears has built their reputation but understand if this is not possibleSince we were able to confirm that Ms [redacted] has been credited accordingly, 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, Ema [redacted] Regulatory Claims Specialist Sears Holdings Corporation Direct 512- [redacted] I [redacted] @searshc.com
August 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Josh [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] 's complaint regarding his misplaced vacuum cleaner Upon receipt of Mr [redacted] 's complaint our research found that unfortunately due to an associate error the repair invoice was not correctly entered into our system therefore leading to the vacuum cleaner being lostWe regret that this incident occurred, but we can assure Mr [redacted] that this issue has been forwarded to management for review so future problems of this nature can be averted That being said our repair unit moved forward with a replacement for Mr [redacted] Mr [redacted] has been provided with this information and has been provided with my direct contact information if he needs further assistanceSince we have replaced Mr [redacted] lost vacuum cleaner and this resolution was accepted by him we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa [redacted] @searshc.com
June 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her inability to receive a 20% discount on services to her refrigerator even though she presented a coupon for this amountWe have emailed Ms [redacted] in reference to her concerns but at this time have not received any responseAs we explained in our email, the reason no refund has been provided is because we do not show the charge for services ever posted to her accountThe payment was accepted by the technician but for some reason it fell out of our system without ever bridging to her accountSince we do not show she was charged for the service call at all, we are unable to issue a refundWe asked Ms [redacted] to call or email us with her full digit account numberWith that number we could search our database, and also check with our Data Control Center, to see if we could verify the chargeIf so, then we could issue a refund for the 20% discount If the charge never posted, then generally at some point a bill is generated; when we contacted our billing group they indicated a bill was already sent out as of May 17, However they said they would send out a new bill with the amount reduced by 20%If Ms [redacted] still remains confident that the prior payment in the home did post to her account, then she would need to contact me to provide the necessary paperwork to support this contentionIn the interim, since we have explained why a refund was never processed, and it is because we do not show she was ever charged, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
November 17, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] ,We have completed the investigation of Ms***’s complaint regarding her dissatisfaction with the cancellation of her layaway and her subsequent request to have it reinstated and a refund for the cancellation fee.It is unfortunate that we failed Ms***’s expectations when she recently used Kmart’s layaway servicesWe value her patronage and can understand her frustration with the events detailed in her letter We can assure Ms [redacted] that her concerns have been forwarded to management for review so that we may improve our services It may be important to mention, since Ms [redacted] indicates that her layaway was cancelled due to a delinquent payment, Kmart allows a seven day “grace period” before a layaway account is cancelled for non-payment Additionally, layaway payment progression is an automatic process our store managers and associates are unable to defer or change in any way With that having been said we would be willing to issue a $gift card to Ms [redacted] as a good will gesture We attempted to reach her at the telephone number she provided to see if this offer would meet with her approval However, we were unable to reach her or leave a message If Ms [redacted] would like to accept our gift card offer, she may contact Regulatory Complaint Specialist [redacted] at [redacted] within fifteen business days from the date of this letter Until we have the opportunity to speak with Ms***, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed pending Ms [redacted] response, since we have documented her concerns and proposed an equitable resolutionWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] 1- [redacted] ***
Complaint [redacted] I am rejecting this response because:It does nothing to address the issueTheir system is flawed and all they did was put the fine print in capital lettersAs a consumer it is aggravating that a corporation can print their own "get out of jail free card" whenever they wantPoor customer service and a joke of an apology Sincerely, Danielle [redacted]
August 9, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Michelle L [redacted] Dear Ms [redacted] : We have completed the investigation of MsCloud’s complaint regarding the failed service on her refrigerator and her inability to receive a refund for a part that was uninstalled and returned to SearsIn reviewing our records it appears that while our technician did in fact collect a CWO form in order for a refund to be issued, he did not actually fill out the monetary portion of the applicable service order so that the refund was documented properlyThis unfortunately meant that the form was never processed and a refund was never issuedIt looks like our customer support team was attempting to assist and left a message a few weeks ago for MsCloud to call them with her card number so that they could process a refund for $We are unsure how they arrived at that amount considering the first service call was $and the second was $194.02, but it does not appear that they ever received the card number so it is probable that no refund was ever issuedAt this point we are willing to refund MsCloud in full $back to her Visa account ending in 6234, but we will need the first digits of that digit card numberThat way we can search our database to verify if any refunds were provided, and then issue a refund that totals $MsCloud can email me at [email protected] or call me at 512-248-7740; I would note that I do not need the expiration date or security code on the card as these are not needed to research or to issue a refundIn the interim, since we are willing to ensure MsCloud receives a full refund and we just need her to contact us so that we can proceed with this resolution, we have closed our case pending her responseWe apologize to MsCloud and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana ShouldersTeam Manager, Regulatory ComplaintsDirect Line: 512-248-7740Email: [email protected]
March 6, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Tonya J [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of her kmart.com order It is unfortunate that we failed Ms [redacted] expectations when she recently contacted us about an order her son placed on kmart.comWe value their patronage and can understand Ms [redacted] frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that management of our North Carolina Kmart store was contacted on February 13, 2017, and advised that the order was expected to be shipped They requested UPS shipping to her the same day, and UPS confirmed that the package was delivered to Ms [redacted] on February 21, At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] and her son may have experienced We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
June 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response Understandably, Ms [redacted] is disappointed with our decision, but it is based upon the technician’s findings and the terms of the manufacturer’s warranty First, the technician that examined Ms [redacted] lawn mower is an experienced technician who is more than qualified to diagnose her lawn mower During his examination of the lawn mower, he found that Ms [redacted] had over-filled the unit, which subsequently caused a problem with the spark plug and clogged the carburetor These conditions are a result of improper maintenance and/or use which is not covered under the warranty The warranty states that “Sears may deny you warranty coverage if your small off-road engine or a part has failed due to abuse, neglect, improper maintenance or unapproved modifications.” Due to the technician’s findings, it was determined that no accommodations should be granted to Ms [redacted] and that she would need to pay the diagnostic fee to retrieve her lawn mower With that said, we have documented Ms [redacted] additional comments, but find that no new information has been provided to warrant a change in our decision Therefore, we ask that this matter remain closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:We request that credit be issued in form of points to be added to the rewards account please Sincerely, [redacted] ***
March 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding some patio furniture she ordered last summer Although the set that Ms [redacted] has is no longer in production, we were able to get the manufacturer to agree to make her a replacement chair, which will be shipped to her as soon as possibleWhen we receive shipping data, we will notify Ms [redacted] via emailIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 25, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Julie [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the problems she encountered with the scheduling and multiple repair attempts on her washer As clarification, the SSA is designed to provide a consumer with coverage for any current repairs up to a predetermined dollar amount of $per repair, and if the repair exceeded this amount, he or she would have three optionsFirst, a credit could be requested for up to $towards a comparable replacementSecond, the consumer could choose to proceed with the repair and be responsible for any charges over $If neither of the above options appeals to the consumer, then a full refund can be requested for the purchase price of the SSA We would like to note that this is the only agreement that we sell for products that are not in good working order and it presents a very real value to our consumersIt helps put a cap on most repairs since many times once one part is fixed, another part can be discovered to have also been affected by the previous failureInstead of paying for potentially lengthy and costly repairs, the consumer just pays the up-front charge, and then most repairs are coveredIn addition, they also receive a full year of coverage in the event that any other problems manifest themselves at a later date With that being said, we apologize to Ms [redacted] for any misunderstanding regarding the terms of the agreement at the time of purchaseAccording to our records, Ms [redacted] called us on July 20, and service was scheduled for July 21, Our technician ordered a control board and scheduled service for July 28, to install the partsWhen our technician returned on July 28, 2015, after he installed the board, the washer did not workHe contacted STAC (tech support) and after testing it was determined that there was a problem with the clutchThe technician provided Ms [redacted] an estimate for the repairSince the repair estimate was over the $limit for the SSA coverage, at this point Ms [redacted] had the option to stop the repair and receive $credit towards a replacement washer from Sears; or to pay the amount over the $Ms [redacted] paid the technician $and he ordered the part to continue with the repairWhen our technician returned on August 3, he found that the nut on the rotor was looseHe tightened the nut and determined that the clutch assembly was not needed for the repair, so he returned it to our service unit so that Ms [redacted] could receive credit for the partRegrettably, after he left the washer leaked when Ms [redacted] tried the first loadMs [redacted] called to have the technician return to repair the leak, but the technician was not able to return that same dayWhen Ms [redacted] spoke with tech support regarding the leak, they ordered a pump assembly and the clutch againWhen the technician arrived on August 6, 2015, he determined again that the clutch was not neededHe installed the pump assembly but the washer was still not workingHe contacted STAC and it was determined that the control board that was previously installed was not working and it had to be reorderedOur records indicate that when the technician returned on August 12, 2015, he installed the control board and the washer was operational With that being said, we contacted Ms [redacted] and we discussed her dissatisfaction with the serviceWe assured her that her feedback was appreciated and it was sent to our management team for reviewIt will give us the opportunity to remedy any problem that may exist and help to improve our service furtherOur records indicate that on August 10, Ms [redacted] was issued a $gift card for the service related inconvenienceAfter discussing the multiple service attempts, we offered Ms [redacted] an additional $gift card and she accepted the offerSince the washer has been repaired and the gift card is a resolution approved by Ms [redacted] we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
January 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Franco TR [redacted] Dear [redacted] We have completed the investigation of MrR [redacted] complaint regarding his dissatisfaction with the expected time frame for the completion of his repair request and his subsequent request for a replacement washer As Clarification, the Sears Master Protection Agreement MrR [redacted] purchased for his washer is a repair agreement, foremost, and as such the Agreement offers as many repairs as needed to keep the covered item in proper working condition Replacement is offered in instances where functional part failures have occurred on at least separate completed service orders within a month period It may also be important to mention that Sears Protection Agreements and manufacturer’s warranties do not promise that service will be completed within any specific period or time frame Regardless, we can certainly understand MrR [redacted] ’s frustration with the delay of his repair and would like to assure him that his concerns have been forwarded to management for review With this having been said, our technician completed MrR [redacted] ’s repair request on October 20, 2017, and confirmed that his washer was operating to the manufacturer’s specifications afterward MrR [redacted] is welcome to contact our Protection Agreement Benefits Administration at [redacted] with any questions he may have about his coverage or options that may be available to him while waiting for a repair Since we have provided services relative and appropriate to the terms of the Master Protection Agreement MrR [redacted] purchased for his washer, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***
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, Maribel [redacted]
October 28, Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # [redacted] – Larae A [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of MsMs [redacted] complaint regarding non-receipt of a refund for rings she placed on layaway at SearsMs [redacted] local Sears store has attempted to contact her by telephone, but has been unable to reach her Our store is prepared to re issue Ms [redacted] refund by check, but needs to speak with her to verify her mailing address Until we have an opportunity to discuss this matter with her, we are unable to proceed We ask that Ms [redacted] contact District Manager Michael [redacted] at ***) [redacted] within ten business days so that we may resolve this issue in a timely manner We have closed this complaint in the interim, pending Ms [redacted] responseWe apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist 1-800-762-Ext***
March 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to our response regarding the multiple service calls on his lawn mower and his request for a refund of the mower and his protection agreement As clarification, Mr [redacted] complaint was read thoroughly and we understand that he claims that the mower was serviced early after the first season; however, he is unable to provide any documentation or proof of the serviceSince Mr [redacted] mentioned in his rebuttal that the mower was still at the store, we reached out to Store Manager David S [redacted] to assist with Mr [redacted] rebuttalMrS [redacted] stated that he was aware of Mr [redacted] issue with the mower and that the carburetor problem is caused by using store gas in the mower and not using fuel stabilizerMrS [redacted] stated that he last spoke with Mr [redacted] in January and had offered to exchange the mower for Mr***However, Mr [redacted] requested to wait until the newer models came in for the season to make a selectionIf Mr [redacted] would like to complete the exchange, he can go by Sears store [redacted] and speak with Store Manager David S
*We assure Mr [redacted] that Sears is not dropping the Craftsman product lineIt was sold so that we could expand and sell it at more marketsCraftsman products will still be sold and serviced by Sears As far as Mr [redacted] request that we extend his existing protection agreement at no charge is concerned, we did not find that this was warranted; particularly since the exchange was offered as a courtesy, and the new mower will be covered by the manufacturer’s warrantyWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 17, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Albert R [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’ complaint regarding his recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr***’ order was placed with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr***’ case, the order was fulfilled by Ami Ventures Inclocated at Canyon C***ing DrRichmond TX 77406, Email: [email protected] and telephone number (281) 410-We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr***’ records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in his order, we found that Sears Online contacted the seller on Mr***’s behalf to request a return and refundAccordingly, a full refund of $was credited back to Mr***’ Sears MasterCard account ending in For Mr***’ records the return receipt number is The credit should post within to business daysIn closure, since a full refund has been provided, 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Shawn R [redacted] # [redacted] Dear [redacted] We have completed our investigation of MrR [redacted] complaint regarding Sears Duct Cleaning It is regrettable that we failed MrR [redacted] expectations when he recently contacted Sears Duct Cleaning for serviceWe value MrR [redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize to MrR [redacted] for any inconvenience we may have caused Upon receiving MrR [redacted] complaint, we contacted Yvonne S [redacted] with Sears Duct Cleaning for assistance MsS [redacted] responded that she has been working with MrR [redacted] prior to receiving this complaint MsS [redacted] advised that a re-cleaning has been provided and that MrR [redacted] is satisfied with the outcome Additionally, the damaged floor issue is being addressed MrR [redacted] has obtained a repair estimate and is providing it to the local office If MrR [redacted] needs further assistance, he can contact MsS [redacted] at ( [redacted] In the interim, we have closed our file Again, we apologize to MrR [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
May 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed our investigation of Mr [redacted] complaint regarding a replacement under his Master Protection Agreement for his cooktop On receipt of Mr [redacted] complaint we found that he had cancelled his MPA and has received a refund per the cancelation terms and conditions of his MPAMr [redacted] refund of $went back onto his Sears card ending in [redacted] Since Mr [redacted] has cancelled his MPA and our records confirm the refund was received 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***
August 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Lauren [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding delay in receiving her purchased treadmill We would first like to apologize that many factors resulted in Ms***'s delay in completing her delivery within the provided time frameWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Ms***'s concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come After reviewing Ms***'s complaint and our records, we were able to determine that a mail bank check in the amount of $was issued on August 6, We ask Ms [redacted] to allow 7-business days to arriveWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service Sears has built their reputation but understand if this is not possibleSince we were able to confirm that Ms [redacted] has been credited accordingly, 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, Ema [redacted] Regulatory Claims Specialist Sears Holdings Corporation Direct 512- [redacted] I [redacted] @searshc.com
August 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Josh [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] 's complaint regarding his misplaced vacuum cleaner Upon receipt of Mr [redacted] 's complaint our research found that unfortunately due to an associate error the repair invoice was not correctly entered into our system therefore leading to the vacuum cleaner being lostWe regret that this incident occurred, but we can assure Mr [redacted] that this issue has been forwarded to management for review so future problems of this nature can be averted That being said our repair unit moved forward with a replacement for Mr [redacted] Mr [redacted] has been provided with this information and has been provided with my direct contact information if he needs further assistanceSince we have replaced Mr [redacted] lost vacuum cleaner and this resolution was accepted by him we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Vanessa [redacted] @searshc.com
June 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her inability to receive a 20% discount on services to her refrigerator even though she presented a coupon for this amountWe have emailed Ms [redacted] in reference to her concerns but at this time have not received any responseAs we explained in our email, the reason no refund has been provided is because we do not show the charge for services ever posted to her accountThe payment was accepted by the technician but for some reason it fell out of our system without ever bridging to her accountSince we do not show she was charged for the service call at all, we are unable to issue a refundWe asked Ms [redacted] to call or email us with her full digit account numberWith that number we could search our database, and also check with our Data Control Center, to see if we could verify the chargeIf so, then we could issue a refund for the 20% discount If the charge never posted, then generally at some point a bill is generated; when we contacted our billing group they indicated a bill was already sent out as of May 17, However they said they would send out a new bill with the amount reduced by 20%If Ms [redacted] still remains confident that the prior payment in the home did post to her account, then she would need to contact me to provide the necessary paperwork to support this contentionIn the interim, since we have explained why a refund was never processed, and it is because we do not show she was ever charged, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
November 17, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] ,We have completed the investigation of Ms***’s complaint regarding her dissatisfaction with the cancellation of her layaway and her subsequent request to have it reinstated and a refund for the cancellation fee.It is unfortunate that we failed Ms***’s expectations when she recently used Kmart’s layaway servicesWe value her patronage and can understand her frustration with the events detailed in her letter We can assure Ms [redacted] that her concerns have been forwarded to management for review so that we may improve our services It may be important to mention, since Ms [redacted] indicates that her layaway was cancelled due to a delinquent payment, Kmart allows a seven day “grace period” before a layaway account is cancelled for non-payment Additionally, layaway payment progression is an automatic process our store managers and associates are unable to defer or change in any way With that having been said we would be willing to issue a $gift card to Ms [redacted] as a good will gesture We attempted to reach her at the telephone number she provided to see if this offer would meet with her approval However, we were unable to reach her or leave a message If Ms [redacted] would like to accept our gift card offer, she may contact Regulatory Complaint Specialist [redacted] at [redacted] within fifteen business days from the date of this letter Until we have the opportunity to speak with Ms***, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed pending Ms [redacted] response, since we have documented her concerns and proposed an equitable resolutionWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] 1- [redacted] ***
Complaint [redacted] I am rejecting this response because:It does nothing to address the issueTheir system is flawed and all they did was put the fine print in capital lettersAs a consumer it is aggravating that a corporation can print their own "get out of jail free card" whenever they wantPoor customer service and a joke of an apology Sincerely, Danielle [redacted]
August 9, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Michelle L [redacted] Dear Ms [redacted] : We have completed the investigation of MsCloud’s complaint regarding the failed service on her refrigerator and her inability to receive a refund for a part that was uninstalled and returned to SearsIn reviewing our records it appears that while our technician did in fact collect a CWO form in order for a refund to be issued, he did not actually fill out the monetary portion of the applicable service order so that the refund was documented properlyThis unfortunately meant that the form was never processed and a refund was never issuedIt looks like our customer support team was attempting to assist and left a message a few weeks ago for MsCloud to call them with her card number so that they could process a refund for $We are unsure how they arrived at that amount considering the first service call was $and the second was $194.02, but it does not appear that they ever received the card number so it is probable that no refund was ever issuedAt this point we are willing to refund MsCloud in full $back to her Visa account ending in 6234, but we will need the first digits of that digit card numberThat way we can search our database to verify if any refunds were provided, and then issue a refund that totals $MsCloud can email me at [email protected] or call me at 512-248-7740; I would note that I do not need the expiration date or security code on the card as these are not needed to research or to issue a refundIn the interim, since we are willing to ensure MsCloud receives a full refund and we just need her to contact us so that we can proceed with this resolution, we have closed our case pending her responseWe apologize to MsCloud and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana ShouldersTeam Manager, Regulatory ComplaintsDirect Line: 512-248-7740Email: [email protected]
March 6, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Tonya J [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of her kmart.com order It is unfortunate that we failed Ms [redacted] expectations when she recently contacted us about an order her son placed on kmart.comWe value their patronage and can understand Ms [redacted] frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that management of our North Carolina Kmart store was contacted on February 13, 2017, and advised that the order was expected to be shipped They requested UPS shipping to her the same day, and UPS confirmed that the package was delivered to Ms [redacted] on February 21, At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] and her son may have experienced We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
June 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response Understandably, Ms [redacted] is disappointed with our decision, but it is based upon the technician’s findings and the terms of the manufacturer’s warranty First, the technician that examined Ms [redacted] lawn mower is an experienced technician who is more than qualified to diagnose her lawn mower During his examination of the lawn mower, he found that Ms [redacted] had over-filled the unit, which subsequently caused a problem with the spark plug and clogged the carburetor These conditions are a result of improper maintenance and/or use which is not covered under the warranty The warranty states that “Sears may deny you warranty coverage if your small off-road engine or a part has failed due to abuse, neglect, improper maintenance or unapproved modifications.” Due to the technician’s findings, it was determined that no accommodations should be granted to Ms [redacted] and that she would need to pay the diagnostic fee to retrieve her lawn mower With that said, we have documented Ms [redacted] additional comments, but find that no new information has been provided to warrant a change in our decision Therefore, we ask that this matter remain closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:We request that credit be issued in form of points to be added to the rewards account please Sincerely, [redacted] ***
March 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding some patio furniture she ordered last summer Although the set that Ms [redacted] has is no longer in production, we were able to get the manufacturer to agree to make her a replacement chair, which will be shipped to her as soon as possibleWhen we receive shipping data, we will notify Ms [redacted] via emailIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]