Initial Business Response / [redacted] (1000, 6, 2015/09/09) */ September 9, [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 and non-receipt of a refund for her cooktop return and exchange It is unfortunate that we failed Ms[redacted] expectations when she recently requested purchased a cooktop from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have confirmed that three refunds were issued to Ms [redacted] : $on July 24, 2015, $on August 13, 2015, and $on August 21, Since Ms [redacted] no longer needs a cooktop or our services, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Ms[redacted] comments and the requested refunds have been provided 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have finally received the refund after way too many phone calls and HOURS wasted speaking to agentsI will never use Sears againg but I do hope management does investigate because there was a huge failure in the system that needs to be corrected
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]
March 4, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto center Upon receiving Mr [redacted] complaint, we escalated his concerns to [redacted] Auto Center Manager for store# *** [redacted] spoke with Mr [redacted] and states that he agreed to receive a gift card in the amount of $ That being said, because an agreed upon resolution has been given, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
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. However due to the ill manner of this company calling themselves, Sears Home Warranty. we refuse to praise them. We cannot even say they were fair. They kept most of the monies we paid in to them, when they never even fixed anything they were sent to fix. And even they said they couldn't fix our air conditioner they didn't replace it because they said it was not covered. Even when they stated if they can/t fix it they will replace it. Please whatever, you do, check any company you deal with to make sure you do not get scammed. It will save you the grief we went through. I do not believe we were treated fairly by Sears Home Warranty. Lourdes R***
September 14, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – Jake [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] ’s complaint regarding his dissatisfaction with the quality of... the laundry center he purchased at our outlet store and his request to return for a refund. Upon receipt of Mr. [redacted] ’s complaint we reached out to Liam [redacted] , Store Manager for Outlet Store ***, to assist with Mr. [redacted] ’s concerns. Mr. [redacted] stated that he had already been in contact with Mr. [redacted] regarding the return. Mr. [redacted] confirmed that he has compensated Mr. [redacted] to a 100% refund and that he was satisfied with the resolution. With that being said, since we have provided Mr. [redacted] with his desired resolution, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda. [redacted] @searshc.com
Initial Business Response / [redacted] (1000, 7, 2015/07/06) */ July 6, 2015 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] 's complaint... regarding his dissatisfaction with the problems he encountered when scheduling a repair on his tractor. It is unfortunate that we failed Mr. [redacted] 's expectations when he recently scheduled a tractor repair. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced when our technician did not show for the scheduled appointment and the appointment was then rescheduled without his knowledge. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. On June 19, 2015 we reached out to Mr. [redacted] and offered a sooner service date. Mr. [redacted] accepted the offer and service was scheduled for June 25, 2015. Our records indicate that the repair on the tractor was completed on June 25, 2015. With that being said, since we have addressed the issue brought forth in Mr. [redacted] 's complaint, we have closed our file. Again, 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 Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/07/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) The technician arrived to repair my riding lawn tractor and I was very impressed by his knowledge, courtesy and professionalism. This technician was also very friendly which is a plus in my book. Yes I was happy that they came out for the repair on the 25h of June instead of having to wait until the 9th of July. So with that being said, I no longer wish for the matter pursued any further. I am grateful to all of your staff at the BBB in Chicago for their diligence and hard work helping me resolve the complaint. Keep up the good work and once again thanks again ever so much. Hope you all have a wonderful day!
July 31, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. P [redacted] complaint regarding a referral she says she received from... Sears for a company to clean her mother’s dryer duct. We are not familiar with any referral list that we would have for suggesting duct cleaning services for dryers; other than Sears Duct Cleaning which is a licensed business operated by owner/franchises in some areas. We do see where we had a technician out to Ms. S [redacted] ’s home in March and he or she noted that the venting was unsatisfactory; which is usually due to some sort of clog. We also see the Ms. S [redacted] has not only protection agreements on her appliances, but she has a systems warranty through a Sears Home Warranty contract that is underwritten by [redacted] . We do not know though whether the recommendation in question came from her Home Warranty under her systems warranty, or if she means the technician that serviced her dryer recommended a duct cleaning company. If a co-pay was paid for the service, then that would mean that [redacted] contracted a company that they use for that type of service in Ms. S [redacted] ’s area. [redacted] requires that a company be licensed for the services provided. If the service was part of the systems warranty, then we need Ms. P***to clarify what resolution she is seeking. Is she wanting a different provider to come out without another co-pay, or is she just wanting to pass on feedback regarding the provider that did come out? If Ms. P [redacted] could clarify this for us, we would be happy to reach out to [redacted] for more information if they are in fact involved in her complaint. Ms. P [redacted] can provide this information to me via email at [redacted] searshc.com or via phone at [redacted] In the interim, since we are willing to assist Ms. P [redacted] or Ms. S [redacted] , but we are not quite sure who recommended the service or what resolution they are seeking, we have closed our file pending more information. We apologize to Ms. P [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] searshc.com
July 19, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent shopping experience.... [redacted] District Manager for Unit [redacted] provided the following response: We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in his complaint we attempted to reach Mr. [redacted] to discuss his complaint. As a gesture of goodwill, we offered a discount of $70.00 and the current 12,000 btu item that was priced at $369.99. Mr. [redacted] returned our call accepting our offer. Mr. [redacted] indicated that he would be buying item [redacted] regularly priced at $369.99 for $299.99. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since it is our understanding that this resolution met with Mr. [redacted] approval, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 26, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Simon V. C [redacted] Dear [redacted] We have completed the investigation of Mr. C [redacted] complaint regarding his dissatisfaction with the... microwave he purchased in 2012. We apologize that Mr. C***’ microwave failed to meet his expectations. Mr. C [redacted] seems to believe that his microwave is defective somehow. However, there are no known related defects or recalls reported by the manufacturer on Mr. C [redacted] model. 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. Mr. C [redacted] purchased a contract, but was dissatisfied with what it provided since it seems he felt the terms were not clearly disclosed. We apologize for any misunderstanding. That said, since his full manufacturer’s warranty expired in 2013, all he would have at this time would have been the provisions of his Sears Home Warranty (SHW) contract. Mr. C [redacted] was obligated to pay an $80.00 deductible fee whether he proceeded with the repair or not, but this waived as a courtesy. It seems that he then requested that his warranty be canceled and that he receive a refund for that, which was provided; therefore, he would no longer have any coverage since his manufacturer’s warranty expired quite some time ago. Furthermore, our return policy period was 90 days at the time his purchase was made and that time period elapsed a long time ago; therefore, any repair or replacement costs would be his responsibility. In the past, it could be argued that purchasing extended coverage 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 this process and curtail the widespread practice of making these exceptions. 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. As we noted before, Mr. C [redacted] did purchase extended coverage, but he requested that it be canceled and his manufacturer’s warranty expired in 2013. Once again, according to the return policy listed on Mr. C [redacted] purchase receipt, he had ninety days to return or exchange the microwave if dissatisfied. If there had been some sort of defect, we feel it would have been manifest much sooner, but that was not the case. We want to note that the glass tray can shatter if the consumer makes an error when using the timer cook function and the unit cooks for an inordinate amount of time. For instance, leaving the unit on for 60 minutes rather than 6 minutes. Furthermore, there are many reasons why a microwave might flame up or combust. The main one would typically be failure to clean grease residue from the unit thoroughly. Ultimately, a microwave is a machine with moving and electrical parts and over time, things may fail. As we noted above, we will not be able to grant Mr. C [redacted] request for a refund. However, we are willing to provide him with a 25% discount off of the lowest sales price, should he wish to purchase a new microwave from Sears. This would be on top of any current sale prices, but not applicable to clearance, closeout, floor model, previously used or outlet merchandise. We strongly feel this is in all probability much more than any of our competitors would offer in this situation given the age of the product and the fact that the decision was made to cancel his extended service contract. Should Mr. C [redacted] decide to accept our offer, I may be reached during normal business hours via email at [redacted] . This offer is only valid for 45 days from the date of this letter; after that, it will be null and void. Otherwise, since we are unable to provide a refund due to the aforementioned reasons, but we have proposed an alternate resolution as a courtesy, we ask that this matter be closed. We apologize to Mr. C [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S [redacted] Regulatory Complaint Specialist [redacted]
Tell us why here...August 25, 2016 RevDex.com Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 Our File No: [redacted] BBB Case #: [redacted] / Juan [redacted] Via: [redacted] @chicago.bbb.org Dear Ms. [redacted] Thank you for contacting Sears Home Improvement... Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. In response to Mr. [redacted] complaint about the island not being functional, I must disagree with his statement. The island is functional. The island was in the home before our installation and the changes we made were at Mr. [redacted] request. Mr. [redacted] requested we cut the height of the cabinet, and make the countertop wider so stools could be placed under the countertop. Unfortunately the drawers will not pull out all the way because the countertop is larger than the original countertop, per Mr. [redacted] request. Mr. [redacted] wants compensation for the whole island, which as I said before, is functional. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5552, or via email at Jeanne. [redacted] @searshomepro.com. Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist
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, Joan [redacted]
Complaint: [redacted] I am rejecting this response because: I am thoroughly confused by ** [redacted] It see [redacted] as though she has been all over the map with her positions For example, she initially stated I did not qualify for a replacement machine because I did not have service calls in months Despite this she now says I qualify for a replacement machine Also she asserted that I could get a refund of the MPA (extended warranty) price but did not talk about extending the extended warranty even though another Sears representative had made that offer to me and ** [redacted] apparently had access to that information Now she says she is willing to extend the extended warranty for year but says nothing about refunding the extended warranty price So is the offer extending the service warranty (all parts and all labor including the parts recently installed) for additional year plus reimbursement of the price I paid for the extended warranty or is the offer extend the extended warranty for year to April and no refund of the price paid for the extended warranty despite the poor product and service It is also unclear as to whether any extension of the extended warranty would apply to a replacement machine or if the current extended warranty transfers over to a replacement machine and ends in April as opposed to April An unresolved issue with respect to the replacement machine option is what happens if a replacement machine does not fit in the space and/or cannot be matched to the dryer? I have mentioned this issue before to Sears representatives and have not received a response We purchased the washing machine and dryer together as a matching setObviously I would not have purchased the dryer if it did not match the washer So if we choose a replacement and cannot get a replacement to fit and/or match the dryer then what? Full refund for the washer and dryer and free removal of both?Either way, the message from Sears see [redacted] to be that they will not stand by their products, parts and service for a reasonable amount of time given the facts and circu**tances of this claim which is very disheartening since we tried to support SearsFor example the front panel was totally replaced in less than months after the purchase and the main board and wiring was totally replaced in about years and months Is that reasonable for an "elite" (model Kenmore Elite) branded washing machine? Is it reasonable to believe that the parts installed in the machine or the parts in a replacement machine will last more than years based on the comments by Sears service techs that the "main boards get corrupted in these machines?" The last service which included the replacement of the main board cost $700+ and the machine itself cost about $1, How long should an "elite" labeled machine last before major components malfunction? months? years? years and months? Obviously the logical answer is well past years and months and ** [redacted] knows that but is not willing to warranty the new main board and wiring for more than another year and months At that point, the machine will be years out from the purchase date and obviously not close to what should be is true lifetime of quality, as opposed to substandard, service It see [redacted] logical that if the company does care about it products, parts and most of all customers than it would extend the extended warranty to April to provide some piece of mind for the consumer Even then the machine would be only years out from the date of purchase and again below the expected lifetime service range so there should be no issues unless Sears knows or has reason reason to know that the machine is defective, the parts installed are defective, the service is substandard, etcand so they would rather push the economic burden onto the consumer or their customer which is a sad commentary for an American company trying to compete in a customer service oriented world if they want to remain viable** [redacted] claimed that Kenmore was not part of a current class action lawsuit settlement Now she says that the machine (Kenmore) I have now is not part of the lawsuit, because it was purchased in 2014, apparently backing off from her position that Kenmore was not included in the current class action lawsuit at all even though the class action attorneys have advised customers and the court that Kenmore is included in the class action lawsuit settlement The real point was that Kenmore machines have had issues in the past with performance to the extent that several class actions were filed on behalf of consumers who had purchased Kenmore's front load washing machines as late as 2010.So I do not have enough information to make an educated decision I am confused with regard to Sears position based on the different positions taken by Sears via the emails I cannot speak to my wife about a decision with regard to this case until the proper information is provided Thus, the Revdex.com case is not closed from my perspective and cannot proceed to being closed until I get clarification from Sears on the issues noted in this email Sincerely, [redacted]
Revdex.com: After SEARS called, I went there and they issued a refund yesterday May But as of today the refund did not show up in my accountAnyways, 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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his range For customer satisfaction reasons only we have processed an exchange for Mr [redacted] with delivery scheduled for November 2, It is important to note that whether Mr [redacted] believes it is necessary or not to have a dedicated properly grounded non GFI outlet or not the fact remains the manufactures installation instructions state that the range must be on such a lineIf he chooses to ignore these instructions as is his right as a consumer then he will violate his manufactures warrantyThese instructions are for the safety of our customers and Sears will not violate themIf we find that a Sears’s employee has purposely ignored these installation instructions then we will address internally with managementIt is also important that Mr [redacted] understands that when the range is delivered if there is not an outlet set up as instructed per the owner’s manual our delivery team will not complete the installation until the matter has been rectifiedThat being said since we have exchanged the range as Mr [redacted] has requested we have closed this case 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, Jaime [redacted]
December 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his washer and his request for a replacement First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his washer After reviewing Mr [redacted] complaint and the notes in our service system, District Manager Michael [redacted] authorized a replacement under Mr [redacted] Master Protection Agreement (MPA) Based upon the features of Mr [redacted] current washer, it was determined that $would provide him with a comparable replacement under his MPA Mr [redacted] was contacted and advised to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him Mr [redacted] will need to provide the telephone number on record, [redacted] to verify the replacement authorization The new washer will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until August 8, With that said, since we are providing Mr [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
June 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr*** complaint regarding a previous purchase In the interest of resolving this matter, we have issued a credit for $to Mr [redacted] accountThis credit should reflect within 3-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Jeffery D [redacted] Dear MsV [redacted] We have completed our investigation of MrD [redacted] complaint regarding his Sears Home Warranty We would first like to point out that [redacted] of Virginia, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrD [redacted] contract CCHS informed us that MrD [redacted] was provided a claim credit check in the amount of $on February 15, to replace his dishwasher therefore we have closed this case We apologize to MrD [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 LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I really home Sears fix theses issuesThey have the most rewarding program, but it is coming with such a huge issue when dealing with very simply things like exchanging the size of a shirt Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/09/09) */ September 9, [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 and non-receipt of a refund for her cooktop return and exchange It is unfortunate that we failed Ms[redacted] expectations when she recently requested purchased a cooktop from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have confirmed that three refunds were issued to Ms [redacted] : $on July 24, 2015, $on August 13, 2015, and $on August 21, Since Ms [redacted] no longer needs a cooktop or our services, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Ms[redacted] comments and the requested refunds have been provided 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have finally received the refund after way too many phone calls and HOURS wasted speaking to agentsI will never use Sears againg but I do hope management does investigate because there was a huge failure in the system that needs to be corrected
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]
March 4, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto center Upon receiving Mr [redacted] complaint, we escalated his concerns to [redacted] Auto Center Manager for store# *** [redacted] spoke with Mr [redacted] and states that he agreed to receive a gift card in the amount of $ That being said, because an agreed upon resolution has been given, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
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. However due to the ill manner of this company calling themselves, Sears Home Warranty. we refuse to praise them. We cannot even say they were fair. They kept most of the monies we paid in to them, when they never even fixed anything they were sent to fix. And even they said they couldn't fix our air conditioner they didn't replace it because they said it was not covered. Even when they stated if they can/t fix it they will replace it. Please whatever, you do, check any company you deal with to make sure you do not get scammed. It will save you the grief we went through. I do not believe we were treated fairly by Sears Home Warranty. Lourdes R***
September 14, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – Jake [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] ’s complaint regarding his dissatisfaction with the quality of... the laundry center he purchased at our outlet store and his request to return for a refund. Upon receipt of Mr. [redacted] ’s complaint we reached out to Liam [redacted] , Store Manager for Outlet Store ***, to assist with Mr. [redacted] ’s concerns. Mr. [redacted] stated that he had already been in contact with Mr. [redacted] regarding the return. Mr. [redacted] confirmed that he has compensated Mr. [redacted] to a 100% refund and that he was satisfied with the resolution. With that being said, since we have provided Mr. [redacted] with his desired resolution, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda. [redacted] @searshc.com
Initial Business Response / [redacted] (1000, 7, 2015/07/06) */ July 6, 2015 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] 's complaint... regarding his dissatisfaction with the problems he encountered when scheduling a repair on his tractor. It is unfortunate that we failed Mr. [redacted] 's expectations when he recently scheduled a tractor repair. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced when our technician did not show for the scheduled appointment and the appointment was then rescheduled without his knowledge. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. On June 19, 2015 we reached out to Mr. [redacted] and offered a sooner service date. Mr. [redacted] accepted the offer and service was scheduled for June 25, 2015. Our records indicate that the repair on the tractor was completed on June 25, 2015. With that being said, since we have addressed the issue brought forth in Mr. [redacted] 's complaint, we have closed our file. Again, 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 Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/07/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) The technician arrived to repair my riding lawn tractor and I was very impressed by his knowledge, courtesy and professionalism. This technician was also very friendly which is a plus in my book. Yes I was happy that they came out for the repair on the 25h of June instead of having to wait until the 9th of July. So with that being said, I no longer wish for the matter pursued any further. I am grateful to all of your staff at the BBB in Chicago for their diligence and hard work helping me resolve the complaint. Keep up the good work and once again thanks again ever so much. Hope you all have a wonderful day!
July 31, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. P [redacted] complaint regarding a referral she says she received from... Sears for a company to clean her mother’s dryer duct. We are not familiar with any referral list that we would have for suggesting duct cleaning services for dryers; other than Sears Duct Cleaning which is a licensed business operated by owner/franchises in some areas. We do see where we had a technician out to Ms. S [redacted] ’s home in March and he or she noted that the venting was unsatisfactory; which is usually due to some sort of clog. We also see the Ms. S [redacted] has not only protection agreements on her appliances, but she has a systems warranty through a Sears Home Warranty contract that is underwritten by [redacted] . We do not know though whether the recommendation in question came from her Home Warranty under her systems warranty, or if she means the technician that serviced her dryer recommended a duct cleaning company. If a co-pay was paid for the service, then that would mean that [redacted] contracted a company that they use for that type of service in Ms. S [redacted] ’s area. [redacted] requires that a company be licensed for the services provided. If the service was part of the systems warranty, then we need Ms. P***to clarify what resolution she is seeking. Is she wanting a different provider to come out without another co-pay, or is she just wanting to pass on feedback regarding the provider that did come out? If Ms. P [redacted] could clarify this for us, we would be happy to reach out to [redacted] for more information if they are in fact involved in her complaint. Ms. P [redacted] can provide this information to me via email at [redacted] searshc.com or via phone at [redacted] In the interim, since we are willing to assist Ms. P [redacted] or Ms. S [redacted] , but we are not quite sure who recommended the service or what resolution they are seeking, we have closed our file pending more information. We apologize to Ms. P [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] searshc.com
July 19, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent shopping experience.... [redacted] District Manager for Unit [redacted] provided the following response: We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in his complaint we attempted to reach Mr. [redacted] to discuss his complaint. As a gesture of goodwill, we offered a discount of $70.00 and the current 12,000 btu item that was priced at $369.99. Mr. [redacted] returned our call accepting our offer. Mr. [redacted] indicated that he would be buying item [redacted] regularly priced at $369.99 for $299.99. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since it is our understanding that this resolution met with Mr. [redacted] approval, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 26, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Simon V. C [redacted] Dear [redacted] We have completed the investigation of Mr. C [redacted] complaint regarding his dissatisfaction with the... microwave he purchased in 2012. We apologize that Mr. C***’ microwave failed to meet his expectations. Mr. C [redacted] seems to believe that his microwave is defective somehow. However, there are no known related defects or recalls reported by the manufacturer on Mr. C [redacted] model. 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. Mr. C [redacted] purchased a contract, but was dissatisfied with what it provided since it seems he felt the terms were not clearly disclosed. We apologize for any misunderstanding. That said, since his full manufacturer’s warranty expired in 2013, all he would have at this time would have been the provisions of his Sears Home Warranty (SHW) contract. Mr. C [redacted] was obligated to pay an $80.00 deductible fee whether he proceeded with the repair or not, but this waived as a courtesy. It seems that he then requested that his warranty be canceled and that he receive a refund for that, which was provided; therefore, he would no longer have any coverage since his manufacturer’s warranty expired quite some time ago. Furthermore, our return policy period was 90 days at the time his purchase was made and that time period elapsed a long time ago; therefore, any repair or replacement costs would be his responsibility. In the past, it could be argued that purchasing extended coverage 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 this process and curtail the widespread practice of making these exceptions. 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. As we noted before, Mr. C [redacted] did purchase extended coverage, but he requested that it be canceled and his manufacturer’s warranty expired in 2013. Once again, according to the return policy listed on Mr. C [redacted] purchase receipt, he had ninety days to return or exchange the microwave if dissatisfied. If there had been some sort of defect, we feel it would have been manifest much sooner, but that was not the case. We want to note that the glass tray can shatter if the consumer makes an error when using the timer cook function and the unit cooks for an inordinate amount of time. For instance, leaving the unit on for 60 minutes rather than 6 minutes. Furthermore, there are many reasons why a microwave might flame up or combust. The main one would typically be failure to clean grease residue from the unit thoroughly. Ultimately, a microwave is a machine with moving and electrical parts and over time, things may fail. As we noted above, we will not be able to grant Mr. C [redacted] request for a refund. However, we are willing to provide him with a 25% discount off of the lowest sales price, should he wish to purchase a new microwave from Sears. This would be on top of any current sale prices, but not applicable to clearance, closeout, floor model, previously used or outlet merchandise. We strongly feel this is in all probability much more than any of our competitors would offer in this situation given the age of the product and the fact that the decision was made to cancel his extended service contract. Should Mr. C [redacted] decide to accept our offer, I may be reached during normal business hours via email at [redacted] . This offer is only valid for 45 days from the date of this letter; after that, it will be null and void. Otherwise, since we are unable to provide a refund due to the aforementioned reasons, but we have proposed an alternate resolution as a courtesy, we ask that this matter be closed. We apologize to Mr. C [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S [redacted] Regulatory Complaint Specialist [redacted]
Tell us why here...August 25, 2016 RevDex.com Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 Our File No: [redacted] BBB Case #: [redacted] / Juan [redacted] Via: [redacted] @chicago.bbb.org Dear Ms. [redacted] Thank you for contacting Sears Home Improvement... Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. In response to Mr. [redacted] complaint about the island not being functional, I must disagree with his statement. The island is functional. The island was in the home before our installation and the changes we made were at Mr. [redacted] request. Mr. [redacted] requested we cut the height of the cabinet, and make the countertop wider so stools could be placed under the countertop. Unfortunately the drawers will not pull out all the way because the countertop is larger than the original countertop, per Mr. [redacted] request. Mr. [redacted] wants compensation for the whole island, which as I said before, is functional. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5552, or via email at Jeanne. [redacted] @searshomepro.com. Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist
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, Joan [redacted]
Complaint: [redacted] I am rejecting this response because: I am thoroughly confused by ** [redacted] It see [redacted] as though she has been all over the map with her positions For example, she initially stated I did not qualify for a replacement machine because I did not have service calls in months Despite this she now says I qualify for a replacement machine Also she asserted that I could get a refund of the MPA (extended warranty) price but did not talk about extending the extended warranty even though another Sears representative had made that offer to me and ** [redacted] apparently had access to that information Now she says she is willing to extend the extended warranty for year but says nothing about refunding the extended warranty price So is the offer extending the service warranty (all parts and all labor including the parts recently installed) for additional year plus reimbursement of the price I paid for the extended warranty or is the offer extend the extended warranty for year to April and no refund of the price paid for the extended warranty despite the poor product and service It is also unclear as to whether any extension of the extended warranty would apply to a replacement machine or if the current extended warranty transfers over to a replacement machine and ends in April as opposed to April An unresolved issue with respect to the replacement machine option is what happens if a replacement machine does not fit in the space and/or cannot be matched to the dryer? I have mentioned this issue before to Sears representatives and have not received a response We purchased the washing machine and dryer together as a matching setObviously I would not have purchased the dryer if it did not match the washer So if we choose a replacement and cannot get a replacement to fit and/or match the dryer then what? Full refund for the washer and dryer and free removal of both?Either way, the message from Sears see [redacted] to be that they will not stand by their products, parts and service for a reasonable amount of time given the facts and circu**tances of this claim which is very disheartening since we tried to support SearsFor example the front panel was totally replaced in less than months after the purchase and the main board and wiring was totally replaced in about years and months Is that reasonable for an "elite" (model Kenmore Elite) branded washing machine? Is it reasonable to believe that the parts installed in the machine or the parts in a replacement machine will last more than years based on the comments by Sears service techs that the "main boards get corrupted in these machines?" The last service which included the replacement of the main board cost $700+ and the machine itself cost about $1, How long should an "elite" labeled machine last before major components malfunction? months? years? years and months? Obviously the logical answer is well past years and months and ** [redacted] knows that but is not willing to warranty the new main board and wiring for more than another year and months At that point, the machine will be years out from the purchase date and obviously not close to what should be is true lifetime of quality, as opposed to substandard, service It see [redacted] logical that if the company does care about it products, parts and most of all customers than it would extend the extended warranty to April to provide some piece of mind for the consumer Even then the machine would be only years out from the date of purchase and again below the expected lifetime service range so there should be no issues unless Sears knows or has reason reason to know that the machine is defective, the parts installed are defective, the service is substandard, etcand so they would rather push the economic burden onto the consumer or their customer which is a sad commentary for an American company trying to compete in a customer service oriented world if they want to remain viable** [redacted] claimed that Kenmore was not part of a current class action lawsuit settlement Now she says that the machine (Kenmore) I have now is not part of the lawsuit, because it was purchased in 2014, apparently backing off from her position that Kenmore was not included in the current class action lawsuit at all even though the class action attorneys have advised customers and the court that Kenmore is included in the class action lawsuit settlement The real point was that Kenmore machines have had issues in the past with performance to the extent that several class actions were filed on behalf of consumers who had purchased Kenmore's front load washing machines as late as 2010.So I do not have enough information to make an educated decision I am confused with regard to Sears position based on the different positions taken by Sears via the emails I cannot speak to my wife about a decision with regard to this case until the proper information is provided Thus, the Revdex.com case is not closed from my perspective and cannot proceed to being closed until I get clarification from Sears on the issues noted in this email Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Revdex.com: After SEARS called, I went there and they issued a refund yesterday May But as of today the refund did not show up in my accountAnyways, 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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his range For customer satisfaction reasons only we have processed an exchange for Mr [redacted] with delivery scheduled for November 2, It is important to note that whether Mr [redacted] believes it is necessary or not to have a dedicated properly grounded non GFI outlet or not the fact remains the manufactures installation instructions state that the range must be on such a lineIf he chooses to ignore these instructions as is his right as a consumer then he will violate his manufactures warrantyThese instructions are for the safety of our customers and Sears will not violate themIf we find that a Sears’s employee has purposely ignored these installation instructions then we will address internally with managementIt is also important that Mr [redacted] understands that when the range is delivered if there is not an outlet set up as instructed per the owner’s manual our delivery team will not complete the installation until the matter has been rectifiedThat being said since we have exchanged the range as Mr [redacted] has requested we have closed this case 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, Jaime [redacted]
December 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his washer and his request for a replacement First, we would like to apologize to Mr [redacted] for failing his expectations in regard to the repair of his washer After reviewing Mr [redacted] complaint and the notes in our service system, District Manager Michael [redacted] authorized a replacement under Mr [redacted] Master Protection Agreement (MPA) Based upon the features of Mr [redacted] current washer, it was determined that $would provide him with a comparable replacement under his MPA Mr [redacted] was contacted and advised to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him Mr [redacted] will need to provide the telephone number on record, [redacted] to verify the replacement authorization The new washer will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until August 8, With that said, since we are providing Mr [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
June 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr*** complaint regarding a previous purchase In the interest of resolving this matter, we have issued a credit for $to Mr [redacted] accountThis credit should reflect within 3-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Jeffery D [redacted] Dear MsV [redacted] We have completed our investigation of MrD [redacted] complaint regarding his Sears Home Warranty We would first like to point out that [redacted] of Virginia, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrD [redacted] contract CCHS informed us that MrD [redacted] was provided a claim credit check in the amount of $on February 15, to replace his dishwasher therefore we have closed this case We apologize to MrD [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 LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I really home Sears fix theses issuesThey have the most rewarding program, but it is coming with such a huge issue when dealing with very simply things like exchanging the size of a shirt Sincerely, [redacted]