December 21, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** ** *** Dear Ms*** Store Manager *** *** provided the following response: I
have spoken with Mr*** in regard to this issueHe was provided with an exchange for his leaf blower and a gift card for the $he requested was also grantedWe apologize for any misunderstandingShould Mr*** have any remaining questions or concerns, he may contact me *** during business hours at (*** *** In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr*** 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 Tell us why here
October 13,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to the response we provided regarding her dissatisfaction with the refund amount issued for the cancellation of the protection agreements on her washer and dryer
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintAs previously stated, Ms*** purchased a Master Protection Agreements for her washer and dryer, and the refund terms state, “After the first sixty (60) days of the term or after the expiration of the full manufacturer’s warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the total price allocable to the remainder of the Term of this Agreement prorated on a monthly basis.” Since Ms*** cancelled after the first sixty (60) days of the term, she is eligible for a prorated refund for the remainder of the term for each agreementMs*** was issued a prorated refund of $on the washerHowever, due to an error, we issued Ms*** a full refund of $on the dryer; the actual prorated refund should have been $While we understand that Ms*** is dissatisfied that she does not qualify for a full refund, the fact remains that she cancelled the agreements and the refund amount of $that we issued is more than the eligible amountWith that being said, since we have addressed the issue brought forth in Ms*** concern, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Contact Name and Title: MELISSA ***
August 18,
Nita ***
Revdex.com
North Wabash
Ave., Ste#***
Chicago, IL
Re: Courtney *** * #
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her washer and her request for a replacement
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAfter reviewing the notes in Ms*** service order, our office authorized a replacement for customer satisfactionWhile the washer did not specifically meet the requirements for replacement, we felt an exception could be madeBased upon the features of Ms*** current washer, it was determined that $would provide her with a comparable replacement under her Master Protection Agreement (MPA)An email was sent to Ms*** on August 18, 2015, explaining the replacement processAs stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs*** will need to provide the telephone number on record, (330) *** to verify the replacement authorizationThe new washer will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer's warranty until it's expiration on February 2016; the manufacturer's warranty will continue for a full year from the date of deliverySince we are providing Ms*** with her requested resolution, we ask that this matter be closed
Additionally, a $laundry reimbursement check has been processed and should be received by Ms*** within the next two weeks
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
June 15,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of *** *** rebuttal to our previous response *** *** has not presented any new information and our position remains unchanged. He has two options under the ter** of his MPA; he can accept a comparable replacement or a refund of his MPA. As to *** *** demand for three years extended coverage, we have already provided him with a one-year extension, so we are unable to grant his request for additional complimentary coverage. Since *** *** is frustrated that he is without a washer, it would behoove him to initiate the replacement process as soon as possibleAgain, *** *** can contact *** *** ** *** *** or send an email to *** As to *** *** concerns with a class action suit, as we stated in our previous response, his model of washer is currently not listed in any suits. In summary, since *** *** has been provided with his options, and he has been given the contact information to proceed with either a replacement or a refund of his MPA, we have closed our file Again, appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
*** *** 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 washerOn July 11, 2016, a
Sears Home Services laundry technician installed a new lid switch in Ms*** washerOnce the lid switch was installed the washer was tested and was found to be operating as designedMoving forward, if Ms*** has any additional service related concerns; she can contact Heather *** ** *** ***At this time, since we have noted the completion of the repairs to Ms*** washer, 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 ***
Complaint: ***
I am rejecting this response because: I did not see the day exchange policy in the store but understandBut I do believe that the day policy should show up on the customers emailed receipt which mine clearly did not have itOne of the store managers from Bellflower attempted to locate it and was unable to due soI would like to thank Store the Manager that called meHe was very professional and helpful
Sincerely,
*** ***
Nita *** Revdex.com North Wabash Ave, Ste*** Chicago, IL Re: Persephone ***#*** Dear Ms***: We have not fully completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorSears
Home Services anticipates completing repairs to Ms***’s refrigerator during a service call that is scheduled for October 17, Once repairs have been completed we will provide a more detailed responseWe 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
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,
*** ***
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online
order experience and request for a full refund including the shipping cost he paid out of pocket As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** located at *** ** *** *** *** *** Moorpark CA 93021, Email: *** and telephone number *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we show that a full refund has been issuedFor Mr*** records a refund of $was issued under receipt number ***The remaining refund of $was issued under receipt number *** Finally, Sears issued a refund of $on March 22, 2017, for the shipping fee under return receipt number ***This credit will post to his account within to business daysIn closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - *** A *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding service for her in warranty mower On receipt of
Ms***’s lawn mower our service technician found that it was in need of basic annualHe found that the mower needed a new spark plug, new air filter and new batteryOur service technician also found that the carburetor needed to be cleaned due to stale fuel but this was done as a courtesy and Ms*** was not charged for the carburetor cleaning Ms*** is correct that she is under the two year manufacture warrantyOn page two (2) of the owner’s manual the warranty states that this warranty coverage does not include Expendable parts that can wear out from use such as spark plugsIt also states that Preventative maintenance repairs are not covered under the manufactures warrantyIt also important to note that Ms***’s lawn mower does need basic seasonal maintenance as is laid out starting on page thirteen (13) of her owner’s manual these items need to be cleaned and or replaced each season or after every hours of use whichever comes firstThese items include the air filter, spark plug, oil, belt etc When Ms*** brought her mower in for service the complaint was that the key start wasn’t workingThe battery does need to be replaced in the mower and this is why her key start was not workingSince we have explained that all repairs needed for the mower are due to basic maintenance which Ms*** is responsible for we are unable to honor her request for free repair and have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***.L.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meHowever, I am extremely dissatisfied with the service I received at the Sears store The washer we chose was $plus delivery fee of $plus haul away fee of $in addition to an out of area tax of $ This totals $We left the store having to pay $which is incorrect Sears only gave us a credit of $when we should have received a credit of $which would include $for the washer plus $delivery fee (which should be free as stated in their resolution) plus $haul away fee ( which should have also been free as stated in their resolution)We also don't understand how we're charged an out of area tax of $when we're located in the same zip code with the Sears store we visited Our total cost should have been $out of pocket We left the store feeling like we've been ripped off, and there was nothing we could do about because the sales associate basically said that the amount we paid could have been more We have been loyal customers of Sears for years, and this is how we're treated
Sincerely,
*** ***
Contact Name and Title: *** ***
October 21,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** - # ***
Dear Ms***:
We have been unable to complete the investigation of Ms*** complaint regarding her
refrigerator repair
First, we would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairSince receiving Ms*** complaint on October 12, 2015, multiple attempts have been made by *** *** with unit *** to contact her to discuss this matter and move up serviceSeveral messages have been left since we were notified of Ms*** concerns over a week ago; however, Ms*** has not returned any calls to dateWe value Ms*** patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call Ms*** at (*** *** at her earliest convenienceOur records show that Ms*** is currently scheduled for service on October 23, With that said, since we have documented Ms*** concerns and made a concerted effort to reach her, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
*** *** 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 dishwasherSears Home
Services will be servicing Ms*** today, September 28, We will provide an additional update once the issue has been resolvedWe 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 ***
Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
April 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Ms***
complaint regarding her recent online order
*** *** Direct Delivery Support Specialist, provided the following response:
It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsAfter reviewing the complaint filed, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedFortunately, we were able to contact Ms*** and schedule the pickup of the dryer for April 8, Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed, pending the completion of the delivery pickup
We 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
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Tara *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her refrigerator Upon receipt of Ms***’s complaint, we
found that she had been assisted by our Strategic Member Support team, Ms***’s case manager was Shania *** and Ms*** confirmed with Ms*** on November 27, that the ice maker had been repaired on her refrigeratorMs*** was provided with the direct contact information for Ms*** if she needs further assistance, therefore we have closed this case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
April 28,
*** ***
Revdex.com
North Wabash
Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed our investigation of Ms*** complaint regarding her dishwasher
Ms*** refers to a recall for her dishwasher regarding the motorThe recall is for a repair of the motor not an exchange for the dishwasher and since Ms*** issue is with her control board this repair recall would not cover her repair costOur service technician found that the control board had shorted outMs*** does not want to have the dishwasher repaired at this timeI offered her a product discount of 25% off a new dishwasher purchase from Sears and she has accepted this offerMs*** did request the offer be extended through September when she will be able to take advantage of the offerWe have extended the offer through October Ms*** has been provided with my direct contact information and once she had made her purchase we will then process the 25% discountSince this resolution was acceptable to Ms*** we have closed our case
We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
September 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of MrS***’ complaint regarding a canceled washer repair
It is regrettable that we failed MrS*** expectations after he canceled his washer repairWe value MrS*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsWe sincerely apologize to MrS*** for any inconvenience we may have caused Upon receiving MrS***’ complaint, we contacted the local service unit for assistance. They spoke with MrS*** advised him that the part would need to be picked up before a refund could be issued. The technician was able to retrieve the part on September 12, 2017, and a refund of $was subsequently processed on September 13, 2017. MrS*** should receive a check in the next seven to ten business days. With that said, since we have documented MrS***’ concerns and we have issued his requested refund, we ask that this matter be closed Again, we apologize to MrS*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I Still have not received my gift card from sears nor have I received my shop your way rewards money therefore I feel this is still an issue
Sincerely,
*** ***
Contact Name and Title: MELISSA ***
September 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Leslii *** - # 9456***
Dear Ms***:
We have completed our investigation Ms***' complaint regarding her dissatisfaction
with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe appreciate the opportunity to address the customer service issues outlined within Ms***' complaint, so that future problems can be avertedOur records show that the technician returned to Ms***' home on August 28, 2015, and installed a new motor; completing the repairWhile the service contract that Ms*** carries on her washer does not provide for laundry reimbursement, our office has submitted a check request for $50.00, as a one-time customer courtesyThe request was processed on September 16, 2015, so Ms*** should receive a check within the next two weeksAgain, we sincerely regret any inconvenience Ms*** may have experienced due to the delay in repairing her washerWith that said, since we have completed the repair to Ms***' washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:how can I possibly accept this disgraceful decision that is so totally wrongWhat happened to the once respectful co
Sincerely,
*** ***
December 21, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** ** *** Dear Ms*** Store Manager *** *** provided the following response: I
have spoken with Mr*** in regard to this issueHe was provided with an exchange for his leaf blower and a gift card for the $he requested was also grantedWe apologize for any misunderstandingShould Mr*** have any remaining questions or concerns, he may contact me *** during business hours at (*** *** In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr*** 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 Tell us why here
October 13,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to the response we provided regarding her dissatisfaction with the refund amount issued for the cancellation of the protection agreements on her washer and dryer
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintAs previously stated, Ms*** purchased a Master Protection Agreements for her washer and dryer, and the refund terms state, “After the first sixty (60) days of the term or after the expiration of the full manufacturer’s warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the total price allocable to the remainder of the Term of this Agreement prorated on a monthly basis.” Since Ms*** cancelled after the first sixty (60) days of the term, she is eligible for a prorated refund for the remainder of the term for each agreementMs*** was issued a prorated refund of $on the washerHowever, due to an error, we issued Ms*** a full refund of $on the dryer; the actual prorated refund should have been $While we understand that Ms*** is dissatisfied that she does not qualify for a full refund, the fact remains that she cancelled the agreements and the refund amount of $that we issued is more than the eligible amountWith that being said, since we have addressed the issue brought forth in Ms*** concern, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Contact Name and Title: MELISSA ***
August 18,
Nita ***
Revdex.com
North Wabash
Ave., Ste#***
Chicago, IL
Re: Courtney *** * #
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her washer and her request for a replacement
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAfter reviewing the notes in Ms*** service order, our office authorized a replacement for customer satisfactionWhile the washer did not specifically meet the requirements for replacement, we felt an exception could be madeBased upon the features of Ms*** current washer, it was determined that $would provide her with a comparable replacement under her Master Protection Agreement (MPA)An email was sent to Ms*** on August 18, 2015, explaining the replacement processAs stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs*** will need to provide the telephone number on record, (330) *** to verify the replacement authorizationThe new washer will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer's warranty until it's expiration on February 2016; the manufacturer's warranty will continue for a full year from the date of deliverySince we are providing Ms*** with her requested resolution, we ask that this matter be closed
Additionally, a $laundry reimbursement check has been processed and should be received by Ms*** within the next two weeks
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
June 15,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of *** *** rebuttal to our previous response *** *** has not presented any new information and our position remains unchanged. He has two options under the ter** of his MPA; he can accept a comparable replacement or a refund of his MPA. As to *** *** demand for three years extended coverage, we have already provided him with a one-year extension, so we are unable to grant his request for additional complimentary coverage. Since *** *** is frustrated that he is without a washer, it would behoove him to initiate the replacement process as soon as possibleAgain, *** *** can contact *** *** ** *** *** or send an email to *** As to *** *** concerns with a class action suit, as we stated in our previous response, his model of washer is currently not listed in any suits. In summary, since *** *** has been provided with his options, and he has been given the contact information to proceed with either a replacement or a refund of his MPA, we have closed our file Again, appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
*** *** 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 washerOn July 11, 2016, a
Sears Home Services laundry technician installed a new lid switch in Ms*** washerOnce the lid switch was installed the washer was tested and was found to be operating as designedMoving forward, if Ms*** has any additional service related concerns; she can contact Heather *** ** *** ***At this time, since we have noted the completion of the repairs to Ms*** washer, 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 ***
Complaint: ***
I am rejecting this response because: I did not see the day exchange policy in the store but understandBut I do believe that the day policy should show up on the customers emailed receipt which mine clearly did not have itOne of the store managers from Bellflower attempted to locate it and was unable to due soI would like to thank Store the Manager that called meHe was very professional and helpful
Sincerely,
*** ***
Nita *** Revdex.com North Wabash Ave, Ste*** Chicago, IL Re: Persephone ***#*** Dear Ms***: We have not fully completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorSears
Home Services anticipates completing repairs to Ms***’s refrigerator during a service call that is scheduled for October 17, Once repairs have been completed we will provide a more detailed responseWe 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
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,
*** ***
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online
order experience and request for a full refund including the shipping cost he paid out of pocket As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** located at *** ** *** *** *** *** Moorpark CA 93021, Email: *** and telephone number *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we show that a full refund has been issuedFor Mr*** records a refund of $was issued under receipt number ***The remaining refund of $was issued under receipt number *** Finally, Sears issued a refund of $on March 22, 2017, for the shipping fee under return receipt number ***This credit will post to his account within to business daysIn closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - *** A *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding service for her in warranty mower On receipt of
Ms***’s lawn mower our service technician found that it was in need of basic annualHe found that the mower needed a new spark plug, new air filter and new batteryOur service technician also found that the carburetor needed to be cleaned due to stale fuel but this was done as a courtesy and Ms*** was not charged for the carburetor cleaning Ms*** is correct that she is under the two year manufacture warrantyOn page two (2) of the owner’s manual the warranty states that this warranty coverage does not include Expendable parts that can wear out from use such as spark plugsIt also states that Preventative maintenance repairs are not covered under the manufactures warrantyIt also important to note that Ms***’s lawn mower does need basic seasonal maintenance as is laid out starting on page thirteen (13) of her owner’s manual these items need to be cleaned and or replaced each season or after every hours of use whichever comes firstThese items include the air filter, spark plug, oil, belt etc When Ms*** brought her mower in for service the complaint was that the key start wasn’t workingThe battery does need to be replaced in the mower and this is why her key start was not workingSince we have explained that all repairs needed for the mower are due to basic maintenance which Ms*** is responsible for we are unable to honor her request for free repair and have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***.L.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meHowever, I am extremely dissatisfied with the service I received at the Sears store The washer we chose was $plus delivery fee of $plus haul away fee of $in addition to an out of area tax of $ This totals $We left the store having to pay $which is incorrect Sears only gave us a credit of $when we should have received a credit of $which would include $for the washer plus $delivery fee (which should be free as stated in their resolution) plus $haul away fee ( which should have also been free as stated in their resolution)We also don't understand how we're charged an out of area tax of $when we're located in the same zip code with the Sears store we visited Our total cost should have been $out of pocket We left the store feeling like we've been ripped off, and there was nothing we could do about because the sales associate basically said that the amount we paid could have been more We have been loyal customers of Sears for years, and this is how we're treated
Sincerely,
*** ***
Contact Name and Title: *** ***
October 21,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** - # ***
Dear Ms***:
We have been unable to complete the investigation of Ms*** complaint regarding her
refrigerator repair
First, we would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairSince receiving Ms*** complaint on October 12, 2015, multiple attempts have been made by *** *** with unit *** to contact her to discuss this matter and move up serviceSeveral messages have been left since we were notified of Ms*** concerns over a week ago; however, Ms*** has not returned any calls to dateWe value Ms*** patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call Ms*** at (*** *** at her earliest convenienceOur records show that Ms*** is currently scheduled for service on October 23, With that said, since we have documented Ms*** concerns and made a concerted effort to reach her, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
*** *** 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 dishwasherSears Home
Services will be servicing Ms*** today, September 28, We will provide an additional update once the issue has been resolvedWe 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 ***
Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
April 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Ms***
complaint regarding her recent online order
*** *** Direct Delivery Support Specialist, provided the following response:
It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsAfter reviewing the complaint filed, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedFortunately, we were able to contact Ms*** and schedule the pickup of the dryer for April 8, Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed, pending the completion of the delivery pickup
We 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
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Tara *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her refrigerator Upon receipt of Ms***’s complaint, we
found that she had been assisted by our Strategic Member Support team, Ms***’s case manager was Shania *** and Ms*** confirmed with Ms*** on November 27, that the ice maker had been repaired on her refrigeratorMs*** was provided with the direct contact information for Ms*** if she needs further assistance, therefore we have closed this case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
April 28,
*** ***
Revdex.com
North Wabash
Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed our investigation of Ms*** complaint regarding her dishwasher
Ms*** refers to a recall for her dishwasher regarding the motorThe recall is for a repair of the motor not an exchange for the dishwasher and since Ms*** issue is with her control board this repair recall would not cover her repair costOur service technician found that the control board had shorted outMs*** does not want to have the dishwasher repaired at this timeI offered her a product discount of 25% off a new dishwasher purchase from Sears and she has accepted this offerMs*** did request the offer be extended through September when she will be able to take advantage of the offerWe have extended the offer through October Ms*** has been provided with my direct contact information and once she had made her purchase we will then process the 25% discountSince this resolution was acceptable to Ms*** we have closed our case
We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
September 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of MrS***’ complaint regarding a canceled washer repair
It is regrettable that we failed MrS*** expectations after he canceled his washer repairWe value MrS*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsWe sincerely apologize to MrS*** for any inconvenience we may have caused Upon receiving MrS***’ complaint, we contacted the local service unit for assistance. They spoke with MrS*** advised him that the part would need to be picked up before a refund could be issued. The technician was able to retrieve the part on September 12, 2017, and a refund of $was subsequently processed on September 13, 2017. MrS*** should receive a check in the next seven to ten business days. With that said, since we have documented MrS***’ concerns and we have issued his requested refund, we ask that this matter be closed Again, we apologize to MrS*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I Still have not received my gift card from sears nor have I received my shop your way rewards money therefore I feel this is still an issue
Sincerely,
*** ***
Contact Name and Title: MELISSA ***
September 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Leslii *** - # 9456***
Dear Ms***:
We have completed our investigation Ms***' complaint regarding her dissatisfaction
with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe appreciate the opportunity to address the customer service issues outlined within Ms***' complaint, so that future problems can be avertedOur records show that the technician returned to Ms***' home on August 28, 2015, and installed a new motor; completing the repairWhile the service contract that Ms*** carries on her washer does not provide for laundry reimbursement, our office has submitted a check request for $50.00, as a one-time customer courtesyThe request was processed on September 16, 2015, so Ms*** should receive a check within the next two weeksAgain, we sincerely regret any inconvenience Ms*** may have experienced due to the delay in repairing her washerWith that said, since we have completed the repair to Ms***' washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:how can I possibly accept this disgraceful decision that is so totally wrongWhat happened to the once respectful co
Sincerely,
*** ***