Sears Holdings Corporation

(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the refund of the purchase price and the 15% discountHow do we get the discount?

Complaint: ***
I am rejecting this response because:
I received voicemail- not multiple, that stated incorrect information.
I went to the store ONLY TEN DAYS after purchase, so your days limit is not applicable.
I requested a refund as I purchased on the same air mattresses within weeks and both were defective.
I was told in store and on the phone to use the Sears website return policy, which does not mention air mattresses.
No notice in store or on receipt warned me of no refunds- despite ridiculous receipts that are personalised that come out at purchase.
Recently having gotten a new place that I'm renovating, it's good to know Sears / Kmart's treatment of customers now, As I was about to purchase all new kitchen appliances at Sears.
I will never shop at your stores again, and look forward to more well deserved store closings in the USA and Canada.
Sincerely,
Bruce ***

My dryer stopped working this week I wanted to get it replaced as soon as possible, so my mom went to Sears and ordered a dryer After being told three of the four dryers displayed were unavailable, she settled on a *** that could be delivered by Friday and paid for the delivery and set up of the machineI received a call from an unknown that I assumed was a solicitor Thursday evening No message was left, so I assumed I was correctI have since done a reverse phone loand discovered this was indeed SearsI'll take the responsibility for that, though I don't know why they couldn't leave a messageI also received a text telling me that the dryer would be delivered between 10-12PM on Friday My husband and I both work full time, he was able to stay until 10:40AM and then had to pick up our daughter from school I stayed until about 10:and then left for work I had arranged for my mother, who is retired, to come and sit to wait for the delivery for the next hour She waited and waited and waitedWell after the 12PM deadline she called in and was told that they already came by at 11AM and would be unable to deliver the machine until the following day They didn't call to let us know they were coming so for that minute period we were gone and apparently they didn't even wait minutes before they left Had I received a call, I could have easily came back to the house to meet them My mother called the number and was told that they tried to call both my cell and her home number and got no answer I have reviewed my call log again and again and it shows NO such call came to my phone and I have answered every phone call I received today My mom also checked her call log and has no record of a call from them When she mentioned this, they flat our LIED to her and said they called They couldn't explain why neither of our phones rang when we had both been making and receiving phone calls all day with no issues They stuck with their storyBetween my husband, my mother and myself, we have waited hours at the house with no call and have been told they can now not deliver it today, after they promised us it would be there by 1:30, then 2, then and then 3: The whole point of my husband and I taking off work was to get this done Now we have wasted a whole day waiting for something that will not even be attempted to be delivered again until tomorrow We have a birthday party to attend tomorrow, which is again why we worked so hard to make sure this happened TODAY! My mother called spoke to a representative in every department at the Merle *** store and only got the run-around for 6+ hours with promises that were not deliveredI need the dryer desperately or I would cancel my order right now As it is it will take even longer for me to go somewhere else I don't think we should have to pay the delivery free when they broke the agreement by not calling and not making the delivery on the agreed upon date This isn't the first time they have flat out missed the delivery window either or I probably would have let this slide This will be the third time we have had trouble with their delivery service When they came to set up my washing machine last year, they did what I thought was a good job until I did my first load of laundry and found that the machine only used HOT water, no matter the setting on the machine for cold or warm water I checked the water heater and that is not the problem My old raggedy washer worked fine temperature wise so I can only assume they set it up incorrectly Do yourself a favor and go somewhere else for your appliances, this is obviously the way they do business Fool me once, shame on you, fool me three times, shame on me! Don't make my mistake and assume they will deliver on their promises

Initial Business Response /* (1000, 6, 2015/10/16) */
October 16,
***
***
***
***
***
***
We have completed the investigation of ***
complaint regarding her dissatisfaction with the service appointment availability in her area to repair her refrigerator
It is unfortunate that we failed *** expectations when she recently scheduled a refrigerator repairWe understand her concern about the length of time to service, especially with an appliance that is used on a daily basisWe want to assure *** that her feedback regarding the service availability in her area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further
To assist with the inconvenience, *** was issued $reimbursement towards the purchase of a mini fridge to use while waiting on the repair to be completedOur records indicate that our technician completed the repair on October 6, Regrettably, *** called us again on October 7, to report that the temperature was not going below degrees and service was scheduled for October 14, We contacted *** and offered a sooner service date of October 9, 2015, which she acceptedOur technician arrived on October 9, and reported that the freezer temperature was degrees and the refrigerator was degrees, which is within manufacturer specificationsWith that being said, since we have addressed the issue brought forth in *** complaint, we have closed the file
Again, we apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
***
***
***
Initial Consumer Rebuttal /* (3000, 8, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't believe that there care about there clients at all yes I recovered from them but the fridge was still formed over additional money for something that we shouldn't have had to purchase in the first placeThey never once called me during the originally wait time to get a faster service they did not do that till we had complained and turned them in to the Revdex.com and the atterney generals officeThis company does not take responsibility for there actions and does not support here clientsWe were out the extra money for the mini fridge and had to go buy ice Dailey and waste our gas to go to the store Dailey because they did not make this situationA priorityThey lied about being called back and being put on the emergency listI will never buy anything from this company again and neither will anyone in our families or friends groupsThey don't care unless they get turned in because of there lack of business professionalism
Final Business Response /* (4000, 10, 2015/10/27) */
October 27,
***
***
***
***
***
***
We have completed the investigation of *** rebuttal to the response we provided regarding her dissatisfaction with the service appointment availability in her area to repair her refrigerator
We have *** rebuttal, and we do not find that she has brought any new information to her complaint*** was informed that her service appointment was added to an emergency service listAs clarification, when a request is submitted to add a service appointment as an emergency, every effort will be made to accommodate the requestOur customers are informed that they will be contacted if we are able to provide an emergency service appointmentUnfortunately, we were not able to provide *** sooner service for her October 6, appointmentWhile we understand that she was dissatisfied with the service she received, we can assure *** that her concerns have been forwarded to management for review so future problems of this nature can be averted
As for the mini fridge reimbursement, on September 23, we offered to reimburse *** up to $towards a mini fridgeThe reimbursement was offered as courtesy only to assist ***, it is not a requirement*** accepted the offer, and was aware of the reimbursement amount offered when she selected the mini fridgeThe fact remains that *** refrigerator has been repaired and she was issued food loss reimbursementWith that being said, since we have addressed the issues brought forth in *** complaint, we have closed our files
Again, we apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
***
***
***

April 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with furniture she purchased from a Marketplace vendor hosted by the sears.com website and her request for a full refund of the shipping costs assessed from her refund As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors. For 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. With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. This seller’s name is stated whenever a Marketplace item is selected and it is shown throughout the order process. Our policy regarding Marketplace orders is clearly posted on our website and we have copied it below in case *** *** has not yet become familiar with it: Returning Marketplace Items Sears.com partners with marketplace merchants who sell items on our websiteIf your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears storeYour merchant's profile, which contains their specific return policy, is available via the product pageReturn policies may vary for products sold and fulfilled by third-party merchants other than SearsSee individual merchant profile, accessible from product detail pages, for applicable merchant return policiesAll returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchantPlease note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this timeAll international sales of products sold or fulfilled by these third-party merchants are final With this having been said, our records indicate that the seller of the furniture *** *** ordered declined to offer a full refund because a second delivery date was accepted by *** ***, which resulted in additional expenses for the seller While we stand behind the seller’s decision to adhere to their policies, we do empathize with *** ***’ situation. Therefore, solely as a customer satisfaction gesture, we issued a refund of $to her account on April 21, 2016. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We respectfully ask to have this matter closed since we have noted *** ***’ comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***

Replaced ??? you mean I had to Buy a NEW one because sears didn't do anything and I was a week with out of a fridge and I have kids in my house that need to eat every day! WOW that's Sears for you!
Complaint: ***
I am rejecting this response because:
Sincerely,
Lydia ***

received a flyer that indicated we received a new card for deceased husband.called Sears, were told that the account was closed on july - and she said - not to worry- to the account was inactive - yet the card registered on the credit score NOT TO WORRY - who are you kidding you jjust want to sell the realestate SEARS, don't give a rat's batute about the IT department SEe you in court

we ordered an expensive bed from sears on March first one was delivered 3/22/it was damaged (big splinter through mattress) 2nd bed delivered damaged on 4/5/(handle strips were ripped almost all the way through and bed was dirty) 3rd bed delivered 4/12/several holes in top of mattress Each time delivery people came with no ID and did not identify selves which I found very disconcerting
My husband during this time period spent hours and hours on the phone trying to resolve this problemThe 2nd time the delivery man put him on the phone with someone from another country and he offered my husband $to keep the bed! I was appalled..My husband talked with several different people and the whole was very very upsettingWe spent $for a bed and they wanted us to keep a damaged bedThis has caused a great strife in our life I personally have never been treated so badly by anyoneThe amount of frustration was overwhelming and has consumed us for two long monthsBy the way we paid off the bill immediately apon receiving it in full and then we're told it takes to days to get our money back!!!
UNREALISTIC, no wonder they are failingWe feel that we were not once given a "new bed"Either we were brought seconds and returned beds because they certainly were not new..Each time we lost time from work and in our personal life to deal with this problem ,it was all consumingWhen they came back to get the last bed ( we refused any more) they picked it up on 4/16/and imagine that this time two literate people came who actually identified themselves!! AmazingWe went WITHOUT a bed for two weeks because we had not received our moneyMy husband had dealt with the store manager, Eric, who was worthless and so wasn't the sales person who originally told us she couldn't find our three phone numbers or our email that's why she did not contact us, really? WE had put the amount on a sears citi bank card because the sales person convinced us we couldn't get the amt she told us without putting on this cardFinally my husband put it several calls to citi bank and ended up finally receiving most of the money fri the 30thToday 5/3/16'my husband had to go the mall himself and demand the rest of the money back with the managerwe also returned the mattress pad they insisted we had to have or they would not honor any guarantee the mattress , well that was a joke..WE will NEVER EVER deal with this store again, it was one of the worst most stressful things we have ever been throughNo wonder this SEARS is in danger of closingI felt they were scamming us taking money for a damaged product!! Very incompetent sales staff and managerIf this is how they treat real paying customers they deserve to go out of businessNot one attempt was made by sears to makes this rightI am notifying everyone not to ever shop in this store spend your money where you are treated with respect!

October 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Jamie ***
Dear Ms***:
We have completed the investigation of Ms***' rebuttal to the response we provided regarding her dissatisfaction with the problems she encountered when scheduling service on her garage door opener and the multiple repair attempts
We have Ms***' rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied, we are unable to grant her request for a replacement garage door opener with installation at no costThe fact remains that the garage door opener did not meet the qualifications for a replacement while Ms*** had coverage
As far as the agreement having the wrong contract number, the garage door opener was still covered and can be pulled using the correct phone numberAs previously stated, Ms*** made an attempt on February 6, to schedule service again, but when the call disconnected she made no further attempts to schedule service until September The call center to schedule service is for inbound calls only, so if a call is disconnected, our associate does not have the capability to call a customer backWe can understand her frustration; however, Ms*** had more than weeks to reschedule before her contract expired on March 1,
As of today, Ms*** has not accepted or denied our offer for the $gift card to use towards the purchase of a new garage door openerThe offer expired on October 19, At this time we will extend our offer until October 30, If Ms*** would like to accept the offer, she may contact Regulatory Complaint Specialist Matilda *** at (512) 248-or via email at matilda.***@searshc.comWith that being said, since we have addressed the issues brought forth in Ms***' complaint, we have closed our files
Again, we apologize to *** 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

October 5, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and request for an immediate refund We would first like to apologize for any inconvenience Ms*** has experienced with this orderWe value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we have decided to process a full refund todayAccordingly, a full refund of $will be credited back to the *** account within to business daysFor Ms***’s records, the return receipt number is *** Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

May 26, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** * * *** Dear *** *** We have completed the investigation of *** *** complaint regarding the charge for a recent service call to her washerFirst, we would like to apologize to Ms*** for failing her expectations when she recently scheduled service for her dishwasherWe do not take these matters lightly and we sincerely regret any frustration Ms*** may have experiencedAfter reviewing the notes in *** *** service order, we determined that it was not unreasonable for Ms*** to expect to be only charged for a diagnosis. Therefore, we have submitted a credit request in the amount of $69.25; the amount she paid above the $diagnostic fee. Ms*** should see the refund post to her *** account ending in *** within the next two weeksIn summary, since we have documented *** *** concerns with her repair experienced and processed the requested refund, we ask to have this matter closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist

October 20,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: - N ***
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal to the response we previously sent
After reviewing Mr***' response, our decision remains the same; no haul away will be providedWe found Mr***' existing mattress set not sanitary, based off the fact that we are not able to determine the type of the visible stainsAs far as the request for reimbursement on the delivery charge, we are not able to honor his requestWe would like to add that Mr*** did not pay for a haul awayAt this time, we respectfully request this case remain closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -***
***@searsch.com

Where do I start? I ordered a freezer from sears because I wanted a KenmoreTold it would be two weeks for deliveryNo phone call no noticeDate came and wentI searched for answers and was told it would be a week laterOne week later I get a call to say he was minutes from my houseI work minutes awayget home only to find the product severely damagedI refuse deliveryTrying to either find a phone number or a person that speaks good English is next to impossibleI finally receive a e-mail 1/weeks later saying they are going to refund my account everything but $Now try to get a hold of somebody to find out why I am getting charged $for my aggravation? It's a good thing I didn't need a freezer and was only changing the color (OMG) if you can believe that, because sears could care lessNEVER AGAIN! weeks later no freezer no refund

Initial Business Response /* (1000, 10, 2015/07/24) */
July 24,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed the investigation of Mr***'s complaint
regarding his dissatisfaction with our customer service and receipt of the incorrect part
It is unfortunate that we failed Mr***'s expectations when he recently ordered a part from SearsWe value his patronage and can understand his frustration with the issue detailed in his complaintWe regret that this incident occurred, and we can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, *** Bush, Customer Support Manger for Sears Parts Direct, spoke with Mr*** on July 24, 2015, and issued a $refund to him, because he stated he had already exchanged the part locallyMr*** indicated that he was satisfied with this resolutionAt this time, we can only reiterate that we truly regret any inconvenience he may have experiencedWe respectfully ask to have this matter closed, since we have noted Mr***'s comments and an equitable resolution has been provided
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
XXX-XXX-XXXX
X-XXX-XXX-XXXX ExtXXXXX

*** ***
***
I am rejecting this response because:
Sincerely,
*** **
Hello,
This still doesn't answer my question about why it took so long to get the product to me and none of your customer rep knew where it was nor could tell where it wasThe original delivered dated was decthen it was janthen it got moved janso what happen?

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his home air conditioning systemSears Service Contracts Office has approved the replacement of Mr*** home air conditioning systemMr*** from our Sears Service Contracts Office informed Mr*** of the approval on Thursday, May 12, Additionally, Mr*** informed Mr*** that his case has been assigned to a case manager who will be contacting him to discuss the next steps in the replacement process*** *** will be assisting Mr*** and he can be reached at *** *** ***Since the process is moving forward and is not being addressed by Sears Home Improvement, we ask that this complaint be closedWe apologize to Mr*** 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 ***

October 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: - Sherry ***
Dear Ms***,
We have completed the investigation of Ms***'s complaint regarding her
service experience
It is unfortunate that we failed Ms***'s expectations with her recent repair experienceWe value Ms***'s patronage, but can understand how the series of events noted in her complaint has caused him to lose faith in A&E and SearsWe regret that this incident occurred, but we can assure Ms*** that her concerns have been forwarded to management for review so future problems of this nature can be avertedWe can only reiterate that we do not condone how she was treated and that we truly regret that the incident caused her any inconvenienceWhen we contacted Ms*** to complete the repair she had informed us that another service company had completed the repairs on her microwaveOur service unit offered Ms*** a gift card in the amount of $for her inconvenienceWe respectfully ask that this matter be closed, since the resolution provided was acceptable to her and we have noted her candid feedback
Again, we apologize to Ms*** for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
***@searshc.com

January 16, *** ***
class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her dryer repair It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her dryerWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, 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 network. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted the local service unit for assistance. Our records show that they were able to move Ms*** appointment to January 13, 2017. Furthermore, the technician was able to complete the repair to Ms*** dryer with the installation of a new timer and relay. While we empathize with Ms***, we are unable to refund her for her expired protection agreements. However, if Ms*** feels that we are unable to meet her service expectations, she can cancel her current agreements and receive pro-rated refunds. If Ms*** would like to explore this option, she can contact our Protection Agreement department at (*** *** In the interim, since we have completed the repair to Ms*** dryer, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

Complaint: ***
I am rejecting this response because:
It is interesting that *** *** acknowledges and brushes off the lie that she was caught in by simply stating “*** *** is correct”She now states that her technicians lied to me about the known manufacturing defect. Quite frankly I trust the technicians who service these bikes every day over her, an admitted liar, who sits behind a desk “investigating” complaints and rebuttals*** *** refers to and quotes a section from page of “his (my) owner’s manual”The identical manuals that came with both the original bike and the what *** *** calls a courtesy replacement bike have only numbered pages and her quoted section does not exist. The manuals are titled “*** *** ***”
I did find a manual online from *** titled “*** ***” that has pages. On page (not page as she states), the disclaimer that *** *** refers to does exist. But the section is discussing factors that might influence the ability of the sensors to detect a heart rate signal at all. It IS detecting my heart rate, it’s just inaccurately reporting it at 2+ times the true rateThe manual is clearly a revision to what came with my bike (the lowercase letter “i” added after the and the significant increase in the # of pages). I strongly suspect the additional disclaimer she refers to was added after a plethora of complaints to *** regarding the Contact Heart Rate MonitorIf *** *** did her homework with a little *** she would have found other consumers having the same issue that my recumbent bike has. Yes I have sources confirming the known defect, other consumers and Sears service technicians*** *** states “The manufacture indicates that if the heart rate monitor is inaccurate to use a chest strap to accurately monitor the heart rate”. I find no such statement in the manual I have or the revised ***i manual I found online. *** *** continues to infer that the contact heart rate issue is with my body chemistry. It is not! I found no one, myself, family members or Sears service technicians where it has shown an accurate reading*** *** fails to mention that in the manual she refers to, that the manufacture warns “If you have a pacemaker or other implanted electronic device, consult your doctor before using a wireless chest strap or other telemetric heart rate monitor”. Clearly the contact heart rate monitor is the preferred option. I have a *** treadmill where its contact heart rate monitor works perfectly with my body chemistry
Perhaps a compromise is in orderI would be more than happy to return the unwanted, unsolicited, unused and sealed chest strap that Sears provided in exchange for its retail valueAs I previously pointed out, I have a compatible chest strap that came with another piece of exercise equipmentThe searspartsdirect web site shows the *** that I received selling for $90.34. I expect in addition to that a refund of $for my Master Protection Agreement which has been proven worthless in resolving this issue
Sincerely,
*** ***

April 22,
0pt;">
Revdex.com
*** *** ***
North Wabash Ave., SteChicago, IL Our File No.: ***
Service order #: *** ***
Revdex.com Case # *** *** ***
Via: Revdex.com Website
Dear *** ***
Thank you for allowing our office to assist you with the concern you recently brought to our attentionOn behalf of Sears please know that we do value MrHardas as a customer and apologize for any frustrations or inconveniences he may have experiencedThis letter serves to confirm that we have completed our investigation in regards to the above-referenced fileSears is unable to assist *** *** at this time due to the followingHe has a whole house remodel going on at his homeHe had a wall built that is seven inches from his a/c unit where all the electrical controls and the blower motor assembly would be accessedMoreover, during the construction of the wall *** *** contractor removed the HVAC unit in questionHis contractor then reinstalled the unit within inches of the wall making it impossible to access the panel on the AC unitHe also built a cuddle hole in the wallThe cuddle hole is not safe and it is too dangerous for our tech to do service around that area*** *** has verbally attacked three different technicians with profanity and threats after he was told we need access to service his unitThe unit is not working due to a bad motor that would be covered under the Protection Agreement if the unit was accessible to service and was not subjected to customer abuseThis unit is also no longer in code, with its proximity to the wall, which includes this inch curb that was built around itIn order for this part to be replaced, the tech would have to dismantle the panels to this unit and work from the top, but even then, we would be unable to take most of the panels out because you cannot unscrew them, due to the proximity to the wall and structureOne picture shows the tech in this access area, but it is impossible to remove the panel or work from that positionThe unit needs to be made accessible for us to service it
According to the technical manager, the tech said this unit is out of code, due to the wall structures around the unit and because the unit does not have the minimum clearance of inchesWe cannot work on a unit that is out of code*** *** will have to supply us with a permit completion, stating that as the unit stands now, it is within codeThe Product Repair Service (PRS) Department and Protection Agreement (PA) Department have been made aware of *** *** complaintThey may cancel the PA as the unit is out code due to the wall structuresAs the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigation processIf you have any further questions or concerns, please contact me at *** *** *** or via email at ***
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
*** *** *** *** *** *** ***