Complaint: [redacted] I am rejecting this response because: I never asked for a full refundall I wanted was my itemsOnce I received my refund and tried to place the order 2/of my items were no longer in stock which was due to the amount of time it took to complete the investigation which is not fair to me or my children I shopped early enough in the year to avoid a situation like this from happeningNow all u can say is she's received a full refund What about the merchandise which is what I've always requested from the very beginning The store was well aware that the items were lost so this investigation could've been closed immediately and my kids would still be getting the items I ordered for Christmas Now with less than a week before Christmas my kids are not getting the items they wantedLook how long it took to respond to the complaint I posted which demonstrates that my patronage is not valued Check my order history I've done a lot of business with sears, but maybe I need to reconsider Like I've always said all I wanted was the items I ordered Sincerely, [redacted]
September 21, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] rebuttal to the response we providedMs [redacted] is speculating as to how long it may or may not have taken to repair the water heater but the fact remains she never gave us the opportunity to do soThe tank was not cracked and it did not qualify for replacementShe chose to make a decision to replace the water heater so that she did not have to worry about a repair, and while that was certainly her prerogative it does not mean she is entitled to receive reimbursement for the new water heater she decided to buy instead of calling us for any repair that may or may not have been covered under warrantyWe understand her husband was in an accident but that does not change the terms of her warrantySince we still find that Ms [redacted] was not entitled to a replacement water heater and as such, would not be entitled to receive reimbursement for the new water heater she decided to purchase, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaints SpecialistDirect Line: [redacted] Email: [redacted]
March 31, [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 dishwasher and his request to have the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement dishwasherOur records show that Ms [redacted] purchased the Master Protection Agreement (MPA) on March 4, Within the last year, Mr [redacted] has had several service calls completed, but only two qualifying repairs On February 23, 2017, under service order [redacted] a case sensor was installed Under service order [redacted] (completed March 30, 2017), the technician installed a control board The repair completed on March 3, 2017, under service order [redacted] was only a hose adjustment; no parts were installed There were two other service calls on February 15, 2017, and March 8, 2017, but the service orders do not show that any repairs were completedAdditionally, Mr [redacted] mentions that a control board was previously installed; that repair was completed on October 30, 2015, approximately months ago While we understand that Mr [redacted] is frustrated and he feels that his dishwasher has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, Mr [redacted] dishwasher has only had two qualifying repairs within the last months Since we have explained why a replacement is currently not an option for Mr [redacted] and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints 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.Resolution Letter Detailed --$Sears store credit for refrigerator replacement Sincerely, Eunice [redacted]
July 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Justin [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal We have reviewed both our response and Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintThe fact remains that his original purchase was made on October 28, The manufacturer’s warranty for Mr [redacted] current unit states: “for six years from the date of purchase, if this water heater is installed and operated in a single family home in accordance the owner’s manual instructions and all local applicable plumbing codes, Sears will: supply a free water heater for one that develops a leak.” Notice the statement says “for six years from the date of purchase.” Mr [redacted] did not purchase his current unit or the one he had before; it was given to him as fulfillment of the warranty for his original modelHis original purchase was made in and for six years after that date, if the water heater in his home should fail, he would be provided with a replacementThat was done twice as we mentioned before, but now the warranty period has expired since his purchase was made over years agoAccordingly, Mr [redacted] is not entitled to replacements in perpetuity under the manufacturer’s warranty and any repair or replacement costs would now be his responsibility Again, we are willing to discount the purchase of a new water heater from Sears by 10% off of the lowest price as a courtesyThis would apply in addition to any current sale prices, but not to close out, clearance, previously used, floor model or outlet merchandise and is only valid for days from the date of this letter; after that, it will be null and voidUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case, we do apologize that we failed his expectations, but our response is in accordance with the terms of his manufacturer’s warranty and our decision is final We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Christopher [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a washer purchased from SearsKelly ***, Sears Hometown Stores, Senior District Sales Manager provided the following response: The washer noted in Mr [redacted] ’s complaint was purchased from Sears on April 4, and was covered by the manufacturers one year parts and labor warranty That said, due to the concerns with the washer, I offered Mr [redacted] a $Sears gift cardTypically a consumer can expect to receive a gift card within 10-days from processingAt this time, since we have noted the acceptance of the aforementioned gift card, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
July 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her dissatisfaction with the multiple attempts to repair the ice maker in her refrigerator and her request for a replacement We apologize for the delay in responding to this complaintIt is unfortunate that we failed Ms [redacted] expectations when she recently scheduled a refrigerator repairWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that MsT [redacted] may have experiencedWe want to assure MsT [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further We reviewed the service order and case notes related to Ms [redacted] refrigeratorOn April 24, MsT [redacted] requested service because the ice dispenser was not working and on May 10, our technician ordered an ice tray/bucketHowever, MsT [redacted] called back on May 31, and reported that the ice maker was still not workingOur technician returned on June 13, and reassessed the ice maker issueThe technician noted that freezer door needs to be replaced and that the customer has a case for a replacementRegrettably, the technician made no attempt to order the freezer door or contact our Strategic Technical Assistance Center (STAC) for assistance prior to closing the service orderAs clarification, STAC must be contacted for assistance and for authorization to deem a unit non repairable We contacted MsT [redacted] and advised her that we must send a technician to re-diagnose the ice maker issueThe technician will contact STAC and will order the necessary parts to repair the refrigeratorWe assured MsT [redacted] if the part is no longer available or the unit is deemed non repairable, we would authorize her for a replacement refrigerator from SearsMsT [redacted] agreed and service is scheduled for August 7, We will continue to monitor the service on the refrigeratorWe are committed to providing a fair and equitable resolutionIn the interim, should MsT [redacted] have any questions, she may contact me directly at [redacted] We apologize to MsT [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Terri G [redacted] Dear Ms [redacted] We have completed the investigation of MsG [redacted] complaint regarding a verbal quote she says she was given and her request for us to honor thisAs clarification, we sell different types of policies with different prices, the prices themselves are based on the approximate cost of the appliance, and there are also discounts applicable depending on how many appliances are coveredUsually when we have put together a formal proposal on coverage that is going to be considered and possibly the consumer will call back later, then it is all documented and even emailed so that the consumer has this to refer toIn MsG [redacted] case, there is no documentation and it is just her recollection of a price she was givenWe have no idea what it was based on, whether all of the appliances had been confirmed in the system at the right price point (for instance a $refrigerator model versus a $one), or even what type of service contract was offeredWe have our premier contract, the Master Protection Agreement (MPA) that provides a substantial amount of benefitsWe also have a Repair Protection Agreement (RPA) that provides less benefits, such as the fact that it only covers up to $if the item needs to be replacedWhen it comes to an HVAC system, that amount will not usually cover anywhere near the replacement price.With that said, after MsG [redacted] filed her complaint, our records do show that on October 11, 2017, she did decide to purchase coverage; albeit with not all the items that she said were included in her verbal quoteSince we were unable to honor her requested resolution without any documentation or supporting information, we have closed our fileWe apologize to MsG [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana S [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana.S [redacted]
April 6, [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 snow thrower First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his snow throwerWe sincerely apologize for any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance While a replacement is not an option at this time, as the snow thrower has not been deemed un-repairable under Mr [redacted] Repair Protection Agreement (RPA), we asked that the service unit send a senior technician to evaluate the unit Technical Manager [redacted] confirmed that the repair to the snow thrower was completed on March 27, 2017, with the installation of a new belt Additionally, for customer satisfaction, we have purchased a one-year extension to Mr [redacted] RPA; the coverage now expires on March 30, If Mr [redacted] has any questions regarding the RPA coverage, he can call our Protection Agreement department at [redacted] In the interim, since we have documented Mr [redacted] concerns with the repair process and we have completed the repair to his snow thrower, 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
Revdex.com:the reason I am doing this is because I don't feel like dealing with anymore bad crapBut my other issue is since I was banned I lost out on a lot of different things an I think I should get an apology from Laura for being rude 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, Veronica B [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, Edward K [redacted]
July 19, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Ghianni [redacted] Dear Ms. [redacted] We have completed our review of Ms. [redacted] rebuttal complaint regarding her non-receipt of a refund. After researching the refund of the dryer, we show that Sears Online processed a refund on July 14, 2016. For Ms. [redacted] records the refund receipt number is [redacted] . The refund of $468.65 should post to Ms. [redacted] MasterCard account ending in [redacted] within 3 to 5 business. We estimate a refund by July 21, 2016, however it should be noted that each financial institution has its own return policy timeframes. If Ms. [redacted] does not receive the refund by July 21, 2016, then we recommend that she contact her bank regarding the matter. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed, since a refund 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 25, 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. [redacted] complaint regarding her patio set.... As our return policy period has expired, we contacted the manufacturer, [redacted] and this is what they had to say: “First of all rust is excluded from the warranty. And the warranty specifically states: Though its powder-coated finish is rust-resistant, steel is prone to rust over time with exposure to the elements. In case of rust or scratches, lightly sand the affected area and apply touch-up paint. To maintain the finish periodically apply wax with a soft cloth. As far as the finish, the warranty states that Discoloration or fading of the finish as a result of exposure to the elements, chemicals, or spills is not covered. Since the customer had not had the set for that long, we made an exception to the warranty and told her that we would send her a new swivel top and bottom, a new table rim and touch up paint. She told us not to ship the items because she was at her winter home. We did not hear anything again until a few weeks ago when she filed another claim through our website. We told her we were prepared to send the parts if she was ready for them and that is when she informed us that she was working with Sears to get a refund and that she was not happy with the quality of the finish and that she would let us know what Sears does about it.” [redacted] is still willing to provide the aforementioned resolution, but the offer will only be extended for 30 days from the date of this letter. Should Ms. [redacted] wish to accept, she may contact Samantha with [redacted] during normal business hours at [redacted] within that time frame. 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]
(The consumer indicated he/she ACCEPTED the response from the business.) I find the actions taken by Sears after my complaint to be satisfactoryWill be looking to purchase a new refrigerator this weekend
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ September 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mrs[redacted] complaint regarding her dissatisfaction with Sears' multiple visits to repair her dryer It is unfortunate that we failed Mrs[redacted] expectations when she requested a repair for her dryerWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs[redacted] that her concerns have been forwarded to management for reviewOur records also indicate that our technician returned to Mrs[redacted] home on September 3, 2015, adjusted a setting for her dryer and confirmed that it was operating to the manufacturer's specifications afterwardAt this time, we can only reiterate that we regret any inconvenience Mrs[redacted] may have experiencedWe respectfully ask to have this matter closed, since we have noted Mrs[redacted] comments and the requested services 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, 7, 2015/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do not accept their response my dryer does not work like it should and only part of the repairs were completedThe 1st repairman ordered then replaced then replaced the motorThe second repairman ordered the Main PCB and bad relay and door switchhe installed new thermistorThe 1st repairman returned the parts that the 2nd repairman found faulty???Also, said had a floating neutralI called an electrician to check the electrical1st repair man came by again on Sept due to on load of clothes over drying and loads did not dryHe stuck his head in the drum of my dryer and said he adjusted the dryer so it would dry percent more (I really don't understand this Procedure???)Bottom line my dryer worked for monthsAfter repairs and not repairs my dryer doesn't work as good as it shouldAlso, the service call lost my calls three times and when I talked with benefits they said they would call me Sunday and leave a message and then call me back Mondaystill no call back
Initial Business Response / [redacted] (1000, 8, 2015/04/15) */ April 15, [redacted] We have completed the investigation of [redacted] complaint regarding some points he is missing from a SYWR promotion he participated in First of all, we want to apologize to [redacted] a sit seems there was some sort of error and he was not added to the consumers in the program that were allotted the $per month automaticallyWe truly appreciate [redacted] patronage and his patience in dealing with this matterAs a gesture of our appreciation, we have issued $worth of points to [redacted] accountIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
March 14, [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 television First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his television Our records show that Mr [redacted] was authorized for a replacement on March 1, 2017, after it was determined that the part necessary to repair his television was no longer available Based upon the features of Mr [redacted] current television, he was authorized $towards a new television from Sears Mr [redacted] initially selected a inch [redacted] Smart TV on March 11, 2017, but he returned it for a inch [redacted] Smart TV the following day With that said, since Mr [redacted] has been provided with a fair 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
July 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the repair of her microwave We have reviewed Ms [redacted] service history and our records show that her repair that was scheduled for July 19, was cancelled as our offices called Ms [redacted] with no response for days Should Ms [redacted] still require repair, she should contact our repairs services at [redacted] That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Initial Business Response / [redacted] (1000, 11, 2015/08/13) */ August 13, [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 purchased treadmill We apologize that Ms [redacted] purchased treadmill failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer After reviewing Ms [redacted] complaint, we contacted her on August 11, and had the opportunity to speak with herAfter speaking with Ms [redacted] and addressing several inconveniences, we offered her $100.00, which she agreed toIn addition we provided her with a direct contact should she have any additional questions or concerns at X-XXX-XXX-XXXX extXXXXXAt this time, since we have addressed the concerns brought forth in Ms [redacted] complaint, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct -XXX-XXX-XXXX [redacted] @searsch.com Initial Consumer Rebuttal / [redacted] (2000, 13, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) The treadmill was picked up from my homeI got my money back
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, Jessica [redacted]
Complaint: [redacted] I am rejecting this response because: I never asked for a full refundall I wanted was my itemsOnce I received my refund and tried to place the order 2/of my items were no longer in stock which was due to the amount of time it took to complete the investigation which is not fair to me or my children I shopped early enough in the year to avoid a situation like this from happeningNow all u can say is she's received a full refund What about the merchandise which is what I've always requested from the very beginning The store was well aware that the items were lost so this investigation could've been closed immediately and my kids would still be getting the items I ordered for Christmas Now with less than a week before Christmas my kids are not getting the items they wantedLook how long it took to respond to the complaint I posted which demonstrates that my patronage is not valued Check my order history I've done a lot of business with sears, but maybe I need to reconsider Like I've always said all I wanted was the items I ordered Sincerely, [redacted]
September 21, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] rebuttal to the response we providedMs [redacted] is speculating as to how long it may or may not have taken to repair the water heater but the fact remains she never gave us the opportunity to do soThe tank was not cracked and it did not qualify for replacementShe chose to make a decision to replace the water heater so that she did not have to worry about a repair, and while that was certainly her prerogative it does not mean she is entitled to receive reimbursement for the new water heater she decided to buy instead of calling us for any repair that may or may not have been covered under warrantyWe understand her husband was in an accident but that does not change the terms of her warrantySince we still find that Ms [redacted] was not entitled to a replacement water heater and as such, would not be entitled to receive reimbursement for the new water heater she decided to purchase, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaints SpecialistDirect Line: [redacted] Email: [redacted]
March 31, [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 dishwasher and his request to have the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement dishwasherOur records show that Ms [redacted] purchased the Master Protection Agreement (MPA) on March 4, Within the last year, Mr [redacted] has had several service calls completed, but only two qualifying repairs On February 23, 2017, under service order [redacted] a case sensor was installed Under service order [redacted] (completed March 30, 2017), the technician installed a control board The repair completed on March 3, 2017, under service order [redacted] was only a hose adjustment; no parts were installed There were two other service calls on February 15, 2017, and March 8, 2017, but the service orders do not show that any repairs were completedAdditionally, Mr [redacted] mentions that a control board was previously installed; that repair was completed on October 30, 2015, approximately months ago While we understand that Mr [redacted] is frustrated and he feels that his dishwasher has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, Mr [redacted] dishwasher has only had two qualifying repairs within the last months Since we have explained why a replacement is currently not an option for Mr [redacted] and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints 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.Resolution Letter Detailed --$Sears store credit for refrigerator replacement Sincerely, Eunice [redacted]
July 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Justin [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal We have reviewed both our response and Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintThe fact remains that his original purchase was made on October 28, The manufacturer’s warranty for Mr [redacted] current unit states: “for six years from the date of purchase, if this water heater is installed and operated in a single family home in accordance the owner’s manual instructions and all local applicable plumbing codes, Sears will: supply a free water heater for one that develops a leak.” Notice the statement says “for six years from the date of purchase.” Mr [redacted] did not purchase his current unit or the one he had before; it was given to him as fulfillment of the warranty for his original modelHis original purchase was made in and for six years after that date, if the water heater in his home should fail, he would be provided with a replacementThat was done twice as we mentioned before, but now the warranty period has expired since his purchase was made over years agoAccordingly, Mr [redacted] is not entitled to replacements in perpetuity under the manufacturer’s warranty and any repair or replacement costs would now be his responsibility Again, we are willing to discount the purchase of a new water heater from Sears by 10% off of the lowest price as a courtesyThis would apply in addition to any current sale prices, but not to close out, clearance, previously used, floor model or outlet merchandise and is only valid for days from the date of this letter; after that, it will be null and voidUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case, we do apologize that we failed his expectations, but our response is in accordance with the terms of his manufacturer’s warranty and our decision is final We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Christopher [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a washer purchased from SearsKelly ***, Sears Hometown Stores, Senior District Sales Manager provided the following response: The washer noted in Mr [redacted] ’s complaint was purchased from Sears on April 4, and was covered by the manufacturers one year parts and labor warranty That said, due to the concerns with the washer, I offered Mr [redacted] a $Sears gift cardTypically a consumer can expect to receive a gift card within 10-days from processingAt this time, since we have noted the acceptance of the aforementioned gift card, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
July 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her dissatisfaction with the multiple attempts to repair the ice maker in her refrigerator and her request for a replacement We apologize for the delay in responding to this complaintIt is unfortunate that we failed Ms [redacted] expectations when she recently scheduled a refrigerator repairWe value Ms [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that MsT [redacted] may have experiencedWe want to assure MsT [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further We reviewed the service order and case notes related to Ms [redacted] refrigeratorOn April 24, MsT [redacted] requested service because the ice dispenser was not working and on May 10, our technician ordered an ice tray/bucketHowever, MsT [redacted] called back on May 31, and reported that the ice maker was still not workingOur technician returned on June 13, and reassessed the ice maker issueThe technician noted that freezer door needs to be replaced and that the customer has a case for a replacementRegrettably, the technician made no attempt to order the freezer door or contact our Strategic Technical Assistance Center (STAC) for assistance prior to closing the service orderAs clarification, STAC must be contacted for assistance and for authorization to deem a unit non repairable We contacted MsT [redacted] and advised her that we must send a technician to re-diagnose the ice maker issueThe technician will contact STAC and will order the necessary parts to repair the refrigeratorWe assured MsT [redacted] if the part is no longer available or the unit is deemed non repairable, we would authorize her for a replacement refrigerator from SearsMsT [redacted] agreed and service is scheduled for August 7, We will continue to monitor the service on the refrigeratorWe are committed to providing a fair and equitable resolutionIn the interim, should MsT [redacted] have any questions, she may contact me directly at [redacted] We apologize to MsT [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Terri G [redacted] Dear Ms [redacted] We have completed the investigation of MsG [redacted] complaint regarding a verbal quote she says she was given and her request for us to honor thisAs clarification, we sell different types of policies with different prices, the prices themselves are based on the approximate cost of the appliance, and there are also discounts applicable depending on how many appliances are coveredUsually when we have put together a formal proposal on coverage that is going to be considered and possibly the consumer will call back later, then it is all documented and even emailed so that the consumer has this to refer toIn MsG [redacted] case, there is no documentation and it is just her recollection of a price she was givenWe have no idea what it was based on, whether all of the appliances had been confirmed in the system at the right price point (for instance a $refrigerator model versus a $one), or even what type of service contract was offeredWe have our premier contract, the Master Protection Agreement (MPA) that provides a substantial amount of benefitsWe also have a Repair Protection Agreement (RPA) that provides less benefits, such as the fact that it only covers up to $if the item needs to be replacedWhen it comes to an HVAC system, that amount will not usually cover anywhere near the replacement price.With that said, after MsG [redacted] filed her complaint, our records do show that on October 11, 2017, she did decide to purchase coverage; albeit with not all the items that she said were included in her verbal quoteSince we were unable to honor her requested resolution without any documentation or supporting information, we have closed our fileWe apologize to MsG [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana S [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana.S [redacted]
April 6, [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 snow thrower First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his snow throwerWe sincerely apologize for any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance While a replacement is not an option at this time, as the snow thrower has not been deemed un-repairable under Mr [redacted] Repair Protection Agreement (RPA), we asked that the service unit send a senior technician to evaluate the unit Technical Manager [redacted] confirmed that the repair to the snow thrower was completed on March 27, 2017, with the installation of a new belt Additionally, for customer satisfaction, we have purchased a one-year extension to Mr [redacted] RPA; the coverage now expires on March 30, If Mr [redacted] has any questions regarding the RPA coverage, he can call our Protection Agreement department at [redacted] In the interim, since we have documented Mr [redacted] concerns with the repair process and we have completed the repair to his snow thrower, 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
Revdex.com:the reason I am doing this is because I don't feel like dealing with anymore bad crapBut my other issue is since I was banned I lost out on a lot of different things an I think I should get an apology from Laura for being rude 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, Veronica B [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, Edward K [redacted]
July 19, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Ghianni [redacted] Dear Ms. [redacted] We have completed our review of Ms. [redacted] rebuttal complaint regarding her non-receipt of a refund. After researching the refund of the dryer, we show that Sears Online processed a refund on July 14, 2016. For Ms. [redacted] records the refund receipt number is [redacted] . The refund of $468.65 should post to Ms. [redacted] MasterCard account ending in [redacted] within 3 to 5 business. We estimate a refund by July 21, 2016, however it should be noted that each financial institution has its own return policy timeframes. If Ms. [redacted] does not receive the refund by July 21, 2016, then we recommend that she contact her bank regarding the matter. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed, since a refund 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 25, 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. [redacted] complaint regarding her patio set.... As our return policy period has expired, we contacted the manufacturer, [redacted] and this is what they had to say: “First of all rust is excluded from the warranty. And the warranty specifically states: Though its powder-coated finish is rust-resistant, steel is prone to rust over time with exposure to the elements. In case of rust or scratches, lightly sand the affected area and apply touch-up paint. To maintain the finish periodically apply wax with a soft cloth. As far as the finish, the warranty states that Discoloration or fading of the finish as a result of exposure to the elements, chemicals, or spills is not covered. Since the customer had not had the set for that long, we made an exception to the warranty and told her that we would send her a new swivel top and bottom, a new table rim and touch up paint. She told us not to ship the items because she was at her winter home. We did not hear anything again until a few weeks ago when she filed another claim through our website. We told her we were prepared to send the parts if she was ready for them and that is when she informed us that she was working with Sears to get a refund and that she was not happy with the quality of the finish and that she would let us know what Sears does about it.” [redacted] is still willing to provide the aforementioned resolution, but the offer will only be extended for 30 days from the date of this letter. Should Ms. [redacted] wish to accept, she may contact Samantha with [redacted] during normal business hours at [redacted] within that time frame. 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]
(The consumer indicated he/she ACCEPTED the response from the business.) I find the actions taken by Sears after my complaint to be satisfactoryWill be looking to purchase a new refrigerator this weekend
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ September 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mrs[redacted] complaint regarding her dissatisfaction with Sears' multiple visits to repair her dryer It is unfortunate that we failed Mrs[redacted] expectations when she requested a repair for her dryerWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs[redacted] that her concerns have been forwarded to management for reviewOur records also indicate that our technician returned to Mrs[redacted] home on September 3, 2015, adjusted a setting for her dryer and confirmed that it was operating to the manufacturer's specifications afterwardAt this time, we can only reiterate that we regret any inconvenience Mrs[redacted] may have experiencedWe respectfully ask to have this matter closed, since we have noted Mrs[redacted] comments and the requested services 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, 7, 2015/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do not accept their response my dryer does not work like it should and only part of the repairs were completedThe 1st repairman ordered then replaced then replaced the motorThe second repairman ordered the Main PCB and bad relay and door switchhe installed new thermistorThe 1st repairman returned the parts that the 2nd repairman found faulty???Also, said had a floating neutralI called an electrician to check the electrical1st repair man came by again on Sept due to on load of clothes over drying and loads did not dryHe stuck his head in the drum of my dryer and said he adjusted the dryer so it would dry percent more (I really don't understand this Procedure???)Bottom line my dryer worked for monthsAfter repairs and not repairs my dryer doesn't work as good as it shouldAlso, the service call lost my calls three times and when I talked with benefits they said they would call me Sunday and leave a message and then call me back Mondaystill no call back
Initial Business Response / [redacted] (1000, 8, 2015/04/15) */ April 15, [redacted] We have completed the investigation of [redacted] complaint regarding some points he is missing from a SYWR promotion he participated in First of all, we want to apologize to [redacted] a sit seems there was some sort of error and he was not added to the consumers in the program that were allotted the $per month automaticallyWe truly appreciate [redacted] patronage and his patience in dealing with this matterAs a gesture of our appreciation, we have issued $worth of points to [redacted] accountIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
March 14, [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 television First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his television Our records show that Mr [redacted] was authorized for a replacement on March 1, 2017, after it was determined that the part necessary to repair his television was no longer available Based upon the features of Mr [redacted] current television, he was authorized $towards a new television from Sears Mr [redacted] initially selected a inch [redacted] Smart TV on March 11, 2017, but he returned it for a inch [redacted] Smart TV the following day With that said, since Mr [redacted] has been provided with a fair 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
July 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the repair of her microwave We have reviewed Ms [redacted] service history and our records show that her repair that was scheduled for July 19, was cancelled as our offices called Ms [redacted] with no response for days Should Ms [redacted] still require repair, she should contact our repairs services at [redacted] That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Initial Business Response / [redacted] (1000, 11, 2015/08/13) */ August 13, [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 purchased treadmill We apologize that Ms [redacted] purchased treadmill failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer After reviewing Ms [redacted] complaint, we contacted her on August 11, and had the opportunity to speak with herAfter speaking with Ms [redacted] and addressing several inconveniences, we offered her $100.00, which she agreed toIn addition we provided her with a direct contact should she have any additional questions or concerns at X-XXX-XXX-XXXX extXXXXXAt this time, since we have addressed the concerns brought forth in Ms [redacted] complaint, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct -XXX-XXX-XXXX [redacted] @searsch.com Initial Consumer Rebuttal / [redacted] (2000, 13, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) The treadmill was picked up from my homeI got my money back
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, Jessica [redacted]