Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Guy W***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigerator*** ***
Sears Home Services, Customer Advocate provided the following response: On September 29th Sears Home Services dispatched a technician to Ms*** home to diagnose her complaint that her refrigerator was leakingWhile at the home the technician identified that the water tank has a loose connection from the factoryThe connection was tightened and the unit was found to have no further issuesIf I can be of any additional assistance to Ms*** she can reach me at ***Since we have noted the results of our investigation into Ms*** concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ***
Regulatory Claims Specialist Sears Holdings Corporation ***
December 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and misinformation regarding the status of her washer and dryer orders It is unfortunate that we failed Ms*** expectations when she recently ordered from sears.comWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that Ms*** washer and dryer were not received by our store until December 9, 2016, and an email notification was sent to her on the same day. Our records show that she was able to pick the washer and dryer up on December 16, 2016. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms*** 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 possible. We respectfully ask to have this matter closed, since we have noted Ms*** comments and she has received her order We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
May 24, 2017Revdex.comAttn: *** ***North Wabash Ave., Ste2006Chicago, IL 60611Our File No: ***Revdex.com Case: *** *** ***Via: Revdex.com WebsiteDear Ms***This letter serves to provide a response to the consumer’s rebuttal statement, dated 05/18/Sears Home Improvement Products (SHIP) is disheartened that Mrs*** feels that her concerns were not resolved adequately by our company prior to seeking further actions from you. SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe 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 mannerOur records indicate that the project has been completedMr*** did sign all completion paperwork acknowledging satisfactory completion of the installationWe are prepared to send the contractor out to correct any issues they may have with the installationThe contractor can go as early as today to address their concerns.We appreciate the opportunity to address Mrs***’s concernsThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at *** *** *** or via email at ***Sincerely,*** ***SHIP/HI Regulatory Complaint Specialistcc: Terry *** via First Class Mail
April 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have reviewed *** *** rebuttal complaint regarding a shipping fee he paid to have his order returned After reviewing the information *** *** provided in his rebuttal we have processed a refund check of $For *** *** records the receipt number is *** *** *** can expect to receive the check in the mail within to business days from April 19, Additionally, we hope that in the future *** *** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** *** concerns and 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Raymond J***
July 16,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: # 94***- Heidi L ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that his snow th***r cannot
be located after she was notified that it was ready for pick up
Firstly we would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** 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 contacted Tim ***, Manager for Store 1283, to assist with Ms*** concernsManager *** researched the service order and the records indicated that the snow th***r was received at the storeRegrettably, the snow th***r could not be located, and possible that it was misplaced during the transition from the temporary shop that was sent up in our auto centerSince the snow th***r could not be located, we issued the authorization in the amount of $towards a replacement snow th***r from SearsOn July 14, we notified Ms*** with the replacement offer and the authorization informationIf Ms*** has any questions regarding the replacement she can contact Manager *** at (*** ***Since we have addressed the issues brought forth in Ms*** complaint, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Matilda.***@searshc.com
Contact Name and Title: *** ***
Contact Email: ***.***@searshc.com
September 24,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***- *** R***
Dear Ms***:
We have completed the investigation of Mr
***'s complaint regarding his dissatisfaction with the multiple repair attempts on his tv
Upon receiving Mr***'s complaint and reviewing his service history, we can understand why he was frustrated with his experienceUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one locationWe understand that this can be frustrating when a customer has a situation like Mr***, and we are pursuing solutions that will provide better options for our customers when these issues occurWe would like to note that Mr*** had repair on September 12, and our technician states that there are no issues with the tv but rather with Mr***'s cable signalAt this point, we would suggest that Mr*** call his cable provider and seek assistance with the cable boxWe apologize for any inconveniences that Mr*** has experienced but at this time, it has been determined that the issue is not with the tvThat being said, because we have advised that Mr*** needs to contact his cable provider, we respectfully request this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***.***@searshc.com
October 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94569037- Arthur ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding his dissatisfaction with the tractor he purchased
We
apologize that Mr***s' tractor failed to meet her expectationsMr*** seems to believe that her tractor is defective somehowHowever, there are no known defects or recalls reported by the manufacturer on Mr***'s modelWe have no recalls reported from the manufacturer on this model and our technician only found that the engine needed to be replacedMr*** has had his tractor for over years now and if there were a defect of some kind, we feel it would have been manifest much soonerEven if he has allegedly only operated the tractor for approximately, a years' worth of use, a major defect would have been apparent soonerHowever, even if there were some sort of issue, the reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe want to note too that failure to operate the machine according to the instructions noted in the owner's manual can cause premature failureWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptionsRegardless of what the salesperson may have said, 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 propertyThe 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 decisionMr***'s manufacturer's warranty expired in Accordingly, any repair or replacement costs would now be her responsibility
According to the return policy listed on Mr***'s purchase receipt, he had ninety days to return or exchange the tractor if dissatisfiedAgain, we feel if there had been some sort of defect, we feel it would have been manifest much sooner, but the only request for service we have on file is this oneAdditionally, we have no record in our files of a free repair offer being made to Mr***A waiver of the diagnosis fee was all that was offeredWe will make sure that Mr*** does not receive any further notices regarding the outstanding repair fee he notedWe apologize if there was any misunderstandingHowever, a free repair is not an option and as we noted before, according to our return policy, a free replacement is also not a possibilityMr*** spoke with Sandra from our Executive Office and she offered to provide him with a 30% discount off of a new tractor purchase from SearsAs an alternative, she offered to waive the labor fees for repair, but Mr*** declined to accept either offerAt this time, we are willing to extend both offers for days from the date of this letter; after that, it will be null and voidShould Mr*** wish to accept, he may contact me via email at the address belowIn light of the aforementioned information, we respectfully ask that this matter be considered closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie S***
Regulatory Complaint Specialist
*** ***
***[email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Sandra S***
March 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to our previous response While Ms*** is dissatisfied with our response, it is in accordance with the terms of her Master Protection Agreement (MPA). She has had three qualifying repairs in the last twelve months and requires a fourth failure before a replacement will be granted. As stated in our original response, if the washer fails again before December 31, 2017, she can send an email to *** to initiate the replacement process. In the interim, Ms*** additional comments have been documented and we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
April 30,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that his dishwasher failed sooner
than he expected
We apologize that Mr*** dishwasher failed to meet his 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, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years agoIt 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 propertyThe 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
In Mr*** case, he purchased his dishwasher on April 1, 2013, and the manufacturer's warranty expired a year after on April 1, Our records indicate that Mr*** called to schedule service on April 13, which is year after the manufacturer's warranty expirationWe contacted Mr*** and as a good-will gesture, we offered to reimburse him for the labor cost on the dishwasher repairWe also offered to add a six month protection agreement on the dishwasher after the repair is completedThis should provide ample time and ensure that the problem is resolvedMr*** accepted the offers and was pleased that we made an effort to assist himThe repair on the dishwasher was completed on April 27, On April 30, we issued a $credit to Mr*** *** ending in *** which should post to his account within - business daysWe also added the six month protection agreement on the dishwasher, and Mr*** should receive a copy of the certificate within - weeksWith that being said, since it is our understanding that the labor reimbursement and the protection agreement are resolutions that Mr*** approved, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been given a singular person to call from now on to make my appointments that has given me some price of mind
Complaint: ***
I am rejecting this response because: We will not remove our complaint with the Revdex.com because your "attempt to resolve the matter" is unreasonable.
Sincerely,
*** *** *** ***
October 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sean J*** C*** - # *** Dear *** *** We have completed our investigation of MrC*** complaint regarding his refrigerator repair
It is regrettable that we failed MrC*** expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value MrC*** patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused MrC*** Upon receiving MrC*** complaint, we contacted the local service unit for assistance. After speaking with MrC*** and discussing the matter further with the District Service Manager, Brenda P*** processed a refund request for $200.00. MrC*** should see a credit post to his *** account ending in *** in the next seven to ten daysWith that said, since we have documented MrC*** concerns with the repair process and we have issued the aforementioned refund, we ask that this matter be closed Again, we apologize to MrC*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received my refund after three months of trying on my own thanks to the Revdex.comI have learned a lesson not to do business with Sears any longer, but I am very pleased that the Revdex.com was able to
expedite my refund
April 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the pricing of a recent
purchase As clarification, *** *** purchased his washer and dryer at his local store and he received the current sale prices plus an additional 15% for using his Sears cardOur website runs separate pricing promotions at times and free delivery was being offered online, but not the additional 15% off if the Sears card was used like the store was offeringWhat *** *** wants us to do is combine two different promotions from two separate store formats and we will not do thatWe would like to note our Price Protection policy, which is listed in each sale circular, on our website and is usually posted in our stores verbatim ''Buy with confidence from SearsIf an item you have purchased from Sears goes on sale for a lower price within days of your purchase, Sears will refund the differenceTo claim a Price Protection Policy adjustment, go to your original Sears store where the purchase was made with your receiptIf your purchase was made on Sears.com, please fill out a formYou will be given a refund for the difference of the original selling price and the current advertised/reduced price.'' Please note that the policy does not say that any promotional offers will be taken into account, only the sales price itselfWe apologize if this was not explained to *** *** While we certainly are willing to make sure our consumers get the best price possible, in reviewing *** *** receipt, it seems he received the best possible priceIf we were to credit the $delivery fee, we would have to charge him the 15% he was given for using his Sears card and that was much more than $He would not be entitled to the 15% discount and free delivery Since we are unable to grant *** *** request, we respectfully ask that this matter be considered closed Again, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
September 28,
Nita ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: # - Kathleen A ***
Dear Ms***:
We have not fully completed our investigation of Ms***'s complaint regarding her dissatisfaction with our
appointment availability in her area for the repair of her tractor
We apologize for the delay in responding to this complaintWe forwarded this matter to the Service Unit Manager to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us ten business days to come to a decisionIn the interim, should Ms*** have any questions, she may contact me directly at ***
We apologize again and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Matilda.***@searshc.com
Initial Business Response /* (1000, 12, 2015/06/15) */
Contact Name and Title: Dana Shoulders
Contact Phone: XXX-XXX-XXXX
June 15,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** C***
Dear Ms***
We
have completed the investigation of Ms***'s complaint regarding her inability to receive a refund stemming from a dryer repair, where parts were not needed
We reviewed the service order in question and found that it was not noted properly so that a refund would be processedHowever, upon closer inspection it is clear that the technician did not install the partsWe apologize that this fact was missed by our billing group and that instead, they thought the service order charges were correctWe have sent feedback to ensure both parties correctly notate the order and then investigate properly in the futureWith that said, we reached out to Ms*** and obtained her *** *** card number so that we could process the refund for $back to her accountShe quickly provided this and the refund was processed on June 15, 2015; it should post to her account in the next 3-business daysIn the interim, since we provided Ms*** with her requested resolution, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana Shoulders
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (2000, 14, 2015/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has finally credited our credit card account with the $it owed usWe do not believe this would have happened without the assistance of the Revdex.comThank you for providing an important service for consumers
Revdex.com:I am currently getting ready to send the documents that we have talked about in an emailBut I do not see this as a full resolution just yet but I hope that it soon will be
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Megan H***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Guy W***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigerator*** ***
Sears Home Services, Customer Advocate provided the following response: On September 29th Sears Home Services dispatched a technician to Ms*** home to diagnose her complaint that her refrigerator was leakingWhile at the home the technician identified that the water tank has a loose connection from the factoryThe connection was tightened and the unit was found to have no further issuesIf I can be of any additional assistance to Ms*** she can reach me at ***Since we have noted the results of our investigation into Ms*** concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ***
Regulatory Claims Specialist Sears Holdings Corporation ***
December 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and misinformation regarding the status of her washer and dryer orders It is unfortunate that we failed Ms*** expectations when she recently ordered from sears.comWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that Ms*** washer and dryer were not received by our store until December 9, 2016, and an email notification was sent to her on the same day. Our records show that she was able to pick the washer and dryer up on December 16, 2016. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms*** 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 possible. We respectfully ask to have this matter closed, since we have noted Ms*** comments and she has received her order We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
May 24, 2017Revdex.comAttn: *** ***North Wabash Ave., Ste2006Chicago, IL 60611Our File No: ***Revdex.com Case: *** *** ***Via: Revdex.com WebsiteDear Ms***This letter serves to provide a response to the consumer’s rebuttal statement, dated 05/18/Sears Home Improvement Products (SHIP) is disheartened that Mrs*** feels that her concerns were not resolved adequately by our company prior to seeking further actions from you. SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe 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 mannerOur records indicate that the project has been completedMr*** did sign all completion paperwork acknowledging satisfactory completion of the installationWe are prepared to send the contractor out to correct any issues they may have with the installationThe contractor can go as early as today to address their concerns.We appreciate the opportunity to address Mrs***’s concernsThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at *** *** *** or via email at ***Sincerely,*** ***SHIP/HI Regulatory Complaint Specialistcc: Terry *** via First Class Mail
April 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have reviewed *** *** rebuttal complaint regarding a shipping fee he paid to have his order returned After reviewing the information *** *** provided in his rebuttal we have processed a refund check of $For *** *** records the receipt number is *** *** *** can expect to receive the check in the mail within to business days from April 19, Additionally, we hope that in the future *** *** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** *** concerns and 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Raymond J***
July 16,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: # 94***- Heidi L ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that his snow th***r cannot
be located after she was notified that it was ready for pick up
Firstly we would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** 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 contacted Tim ***, Manager for Store 1283, to assist with Ms*** concernsManager *** researched the service order and the records indicated that the snow th***r was received at the storeRegrettably, the snow th***r could not be located, and possible that it was misplaced during the transition from the temporary shop that was sent up in our auto centerSince the snow th***r could not be located, we issued the authorization in the amount of $towards a replacement snow th***r from SearsOn July 14, we notified Ms*** with the replacement offer and the authorization informationIf Ms*** has any questions regarding the replacement she can contact Manager *** at (*** ***Since we have addressed the issues brought forth in Ms*** complaint, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Matilda.***@searshc.com
Contact Name and Title: *** ***
Contact Email: ***.***@searshc.com
September 24,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***- *** R***
Dear Ms***:
We have completed the investigation of Mr
***'s complaint regarding his dissatisfaction with the multiple repair attempts on his tv
Upon receiving Mr***'s complaint and reviewing his service history, we can understand why he was frustrated with his experienceUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one locationWe understand that this can be frustrating when a customer has a situation like Mr***, and we are pursuing solutions that will provide better options for our customers when these issues occurWe would like to note that Mr*** had repair on September 12, and our technician states that there are no issues with the tv but rather with Mr***'s cable signalAt this point, we would suggest that Mr*** call his cable provider and seek assistance with the cable boxWe apologize for any inconveniences that Mr*** has experienced but at this time, it has been determined that the issue is not with the tvThat being said, because we have advised that Mr*** needs to contact his cable provider, we respectfully request this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***.***@searshc.com
October 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94569037- Arthur ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding his dissatisfaction with the tractor he purchased
We
apologize that Mr***s' tractor failed to meet her expectationsMr*** seems to believe that her tractor is defective somehowHowever, there are no known defects or recalls reported by the manufacturer on Mr***'s modelWe have no recalls reported from the manufacturer on this model and our technician only found that the engine needed to be replacedMr*** has had his tractor for over years now and if there were a defect of some kind, we feel it would have been manifest much soonerEven if he has allegedly only operated the tractor for approximately, a years' worth of use, a major defect would have been apparent soonerHowever, even if there were some sort of issue, the reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe want to note too that failure to operate the machine according to the instructions noted in the owner's manual can cause premature failureWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptionsRegardless of what the salesperson may have said, 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 propertyThe 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 decisionMr***'s manufacturer's warranty expired in Accordingly, any repair or replacement costs would now be her responsibility
According to the return policy listed on Mr***'s purchase receipt, he had ninety days to return or exchange the tractor if dissatisfiedAgain, we feel if there had been some sort of defect, we feel it would have been manifest much sooner, but the only request for service we have on file is this oneAdditionally, we have no record in our files of a free repair offer being made to Mr***A waiver of the diagnosis fee was all that was offeredWe will make sure that Mr*** does not receive any further notices regarding the outstanding repair fee he notedWe apologize if there was any misunderstandingHowever, a free repair is not an option and as we noted before, according to our return policy, a free replacement is also not a possibilityMr*** spoke with Sandra from our Executive Office and she offered to provide him with a 30% discount off of a new tractor purchase from SearsAs an alternative, she offered to waive the labor fees for repair, but Mr*** declined to accept either offerAt this time, we are willing to extend both offers for days from the date of this letter; after that, it will be null and voidShould Mr*** wish to accept, he may contact me via email at the address belowIn light of the aforementioned information, we respectfully ask that this matter be considered closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie S***
Regulatory Complaint Specialist
*** ***
***[email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Sandra S***
March 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to our previous response While Ms*** is dissatisfied with our response, it is in accordance with the terms of her Master Protection Agreement (MPA). She has had three qualifying repairs in the last twelve months and requires a fourth failure before a replacement will be granted. As stated in our original response, if the washer fails again before December 31, 2017, she can send an email to *** to initiate the replacement process. In the interim, Ms*** additional comments have been documented and we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
April 30,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that his dishwasher failed sooner
than he expected
We apologize that Mr*** dishwasher failed to meet his 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, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years agoIt 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 propertyThe 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
In Mr*** case, he purchased his dishwasher on April 1, 2013, and the manufacturer's warranty expired a year after on April 1, Our records indicate that Mr*** called to schedule service on April 13, which is year after the manufacturer's warranty expirationWe contacted Mr*** and as a good-will gesture, we offered to reimburse him for the labor cost on the dishwasher repairWe also offered to add a six month protection agreement on the dishwasher after the repair is completedThis should provide ample time and ensure that the problem is resolvedMr*** accepted the offers and was pleased that we made an effort to assist himThe repair on the dishwasher was completed on April 27, On April 30, we issued a $credit to Mr*** *** ending in *** which should post to his account within - business daysWe also added the six month protection agreement on the dishwasher, and Mr*** should receive a copy of the certificate within - weeksWith that being said, since it is our understanding that the labor reimbursement and the protection agreement are resolutions that Mr*** approved, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been given a singular person to call from now on to make my appointments that has given me some price of mind
Complaint: ***
I am rejecting this response because: We will not remove our complaint with the Revdex.com because your "attempt to resolve the matter" is unreasonable.
Sincerely,
*** *** *** ***
October 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sean J*** C*** - # *** Dear *** *** We have completed our investigation of MrC*** complaint regarding his refrigerator repair
It is regrettable that we failed MrC*** expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value MrC*** patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused MrC*** Upon receiving MrC*** complaint, we contacted the local service unit for assistance. After speaking with MrC*** and discussing the matter further with the District Service Manager, Brenda P*** processed a refund request for $200.00. MrC*** should see a credit post to his *** account ending in *** in the next seven to ten daysWith that said, since we have documented MrC*** concerns with the repair process and we have issued the aforementioned refund, we ask that this matter be closed Again, we apologize to MrC*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received my refund after three months of trying on my own thanks to the Revdex.comI have learned a lesson not to do business with Sears any longer, but I am very pleased that the Revdex.com was able to
expedite my refund
April 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the pricing of a recent
purchase As clarification, *** *** purchased his washer and dryer at his local store and he received the current sale prices plus an additional 15% for using his Sears cardOur website runs separate pricing promotions at times and free delivery was being offered online, but not the additional 15% off if the Sears card was used like the store was offeringWhat *** *** wants us to do is combine two different promotions from two separate store formats and we will not do thatWe would like to note our Price Protection policy, which is listed in each sale circular, on our website and is usually posted in our stores verbatim ''Buy with confidence from SearsIf an item you have purchased from Sears goes on sale for a lower price within days of your purchase, Sears will refund the differenceTo claim a Price Protection Policy adjustment, go to your original Sears store where the purchase was made with your receiptIf your purchase was made on Sears.com, please fill out a formYou will be given a refund for the difference of the original selling price and the current advertised/reduced price.'' Please note that the policy does not say that any promotional offers will be taken into account, only the sales price itselfWe apologize if this was not explained to *** *** While we certainly are willing to make sure our consumers get the best price possible, in reviewing *** *** receipt, it seems he received the best possible priceIf we were to credit the $delivery fee, we would have to charge him the 15% he was given for using his Sears card and that was much more than $He would not be entitled to the 15% discount and free delivery Since we are unable to grant *** *** request, we respectfully ask that this matter be considered closed Again, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
September 28,
Nita ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: # - Kathleen A ***
Dear Ms***:
We have not fully completed our investigation of Ms***'s complaint regarding her dissatisfaction with our
appointment availability in her area for the repair of her tractor
We apologize for the delay in responding to this complaintWe forwarded this matter to the Service Unit Manager to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us ten business days to come to a decisionIn the interim, should Ms*** have any questions, she may contact me directly at ***
We apologize again and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Matilda.***@searshc.com
Initial Business Response /* (1000, 12, 2015/06/15) */
Contact Name and Title: Dana Shoulders
Contact Phone: XXX-XXX-XXXX
June 15,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** C***
Dear Ms***
We
have completed the investigation of Ms***'s complaint regarding her inability to receive a refund stemming from a dryer repair, where parts were not needed
We reviewed the service order in question and found that it was not noted properly so that a refund would be processedHowever, upon closer inspection it is clear that the technician did not install the partsWe apologize that this fact was missed by our billing group and that instead, they thought the service order charges were correctWe have sent feedback to ensure both parties correctly notate the order and then investigate properly in the futureWith that said, we reached out to Ms*** and obtained her *** *** card number so that we could process the refund for $back to her accountShe quickly provided this and the refund was processed on June 15, 2015; it should post to her account in the next 3-business daysIn the interim, since we provided Ms*** with her requested resolution, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana Shoulders
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (2000, 14, 2015/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has finally credited our credit card account with the $it owed usWe do not believe this would have happened without the assistance of the Revdex.comThank you for providing an important service for consumers
Revdex.com:I am currently getting ready to send the documents that we have talked about in an emailBut I do not see this as a full resolution just yet but I hope that it soon will be
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Megan H***