Sears Holdings Corporation

Initial Business Response /* (1000, 7, 2015/07/02) */
Contact Name and Title: Eligia ***
Contact Phone: ***
July 2,
Nita***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - William ***
Dear
Ms.***,
We have completed the investigation of Mr***'s complaint regarding his online order
After reviewing the complaint filed, we found that Mr*** had previously been in contact with (EMS) Executive Member Services, Sears escalated complaint departmentEMS assisted Mr*** in processing the order againDelivery was scheduled for the soonest available date of July 6, We apologize for any inconvenience Mr*** may have experiencedAdditionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIt is our understanding that an agent from the EMS group will be following up with Mr*** after delivery completion to ensure this matter is resolvedIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed, pending delivery completion
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation

ADVERTISING
I ordered a dishwasher on sears.com In the cart next to the line item "Installation & Services" it states "No additional fee." After reading that, I undertood that there was no additional fee for installation The line item under that specifies "required part for installation $19.99" I selected and purchased that item in addition to the dishwasher itself Fast forward: delivery day arrives - they show up and tell me that I didn't pay for installation (which apparently is handled by a different crew from the delivery crew) I said that it was included in my purchase (in addition to stating it on the website, that is how Home Depot operates when we bought our last dishwasher from them) The telephone customer service rep instructed me to click on a drop down menu next to "Installation & Services" and type in my zip code to find out that installation costs $ Why would I click on a drop down menu at the time of ordering when it already states "No additional fee" on the screen? and when they were very transparent about the additional cost for required parts on the next line? On the phone she offered me 5% off of the installation fee for "my troubles." I declined their offer since my troubles extend well beyond the paltry $that they are offering (including an additional day of staying home for a subsequent service call) This is blatent advertising

I would like to file a complaint with sears delivery deptfor the area of Staten island New York I purchase a dish washer and refrigerator on black Friday Schedule delivery was establish for 12/ delivery guys came and delivered the dish washer, but said they need four guys to deliver the fridge, so they reschedulefor the 12/6, the 10th, 17th and the 24th when I ask to speak to a Manager, supervisor there was no onethe number to speak to someone about my deliver issue was with some person in the PhilippineI call the sear store in Florida where I bought the appliance and voice my concerns to find out that they distribution center where the appliance is suppose to come from has no intention in providing four man crew and I was not going to receive my refrigeratorI have been a sears customer since and is very disappointed in the way Sear handle their customer complaint It seem that there is no one accountable with there actionI would appreciate if this email is read that someone could explain to me how can a distribution center dictates whether a customer receives their product or not *** order# under tel# **SSN** in which the have cancel

April 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding her
dissatisfaction that installation charges are not included in the purchase price of her appliancesWe reviewed *** *** orders and we would like to clarify that *** *** purchased her appliances onlineShe purchased a dishwasher and a range in 2015, and recently purchased an over the range microwave oven in March For liability and safety purposes, the dishwasher and the microwave would both require a licensed electrician to install the unitsWhen ordering online, if an appliance requires installation, the option to purchase installation is part of ordering process*** *** chose not to purchase installation on her dishwasher or on her microwave oven orderOur delivery teams are not certified or licensed to perform electrical installations, and will only sappliances that require standard plto wall units such as refrigerators, washers, electric dryers or free-standing electric rangesThis is standard procedure for other retailers as well such as *** *** *** *** As far as *** *** request for installation at no charge is concerned, we did not find that this was warranted*** *** stated that she might not shop at Sears in the future, which we understand may cause a subsequent loss of sales and we do not take this lightlyWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed *** *** expectations*** *** has the option to hire a local installation contractor, or she can contact Sears’ installation at *** to purchase installation for her dishwasher and her microwave ovenWith that being said, since we have addressed the issue brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely,
*** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

December 1, 2015*** *** Revdex.com North Wabash Ave., Ste#2006Chicago, IL
60611Re: *** *** - # ***Dear Ms***,We have completed the
investigation of Mr*** complaint regarding his
dissatisfaction with the
availability of service for his television repair.Our records show that Mr
*** was originally scheduled for service on December 10, 2015. We
empathize with Mr*** and understand his frustration with having to wait
nearly three weeks for a television repairWe agree that optimally the repair
should have been scheduled sooner, but due to the high number of calls already
scheduled in our system, no sooner service was readily available. However, we were able to work with our
routing department and arrange for a technician to repair Mr*** television
on December 1, 2015. As clarification, while we
try to accommodate our customers with expedited service when possible when
their health or safety is endangered or if damage to or loss of property is
threatened by the failure of a product, a protection agreement does not
guarantee when a repair will be scheduled; we make every effort to reschedule
an appointment in a timely manner, but there are only a limited number of
appointments available and we must operate on a first come, first served
basis. We are always trying to find
better ways to address our customers’ needs, but there is no quick fix At this time, since we have repaired Mr
*** television and noted his valuable feedback, we ask to have this
matter closed.We apologize to Mr
*** and we appreciate the opportunity to address this matterIf Mr
*** has any remaining concerns he can send an email to ***@searshc.com.Sincerely, *** *** Regulatory Complaints
Specialist

January 20,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re: *** * *** ** ***
Dear *** ***
We have completed the investigation of *** *** complaint regarding the speculation on what an estimate might be and her request to have this speculation honored
We would first like to clarify that until a technician has examined the appliance, we cannot provide an accurate prediction of how much it might cost to repair the itemIt is for this reason that we quote our minimum fee and explain that for that charge we will travel to the home and diagnose the problemIf our estimate is accepted then no other fee is due and if it is not accepted, then at least the minimum fee would be dueSometimes we have customers that press our agents to provide even a ballpark number and apparently the agent *** *** spoke to thought the labor (not parts) might be in the $range but this was only speculationSince our technicians know that our customers will be responsible for the minimum fee if they decline our estimate, sometimes they will call before they come just to make sure the customer has a realistic view of what the potential charges could beIn that way, we do not upset our customers that might expect a less expensive repair and make them even more unhappy by having them pay a fee to hear this
In *** *** case, the technician did thisIt is always possible that there might have been a part that was not the icemaker that was causing the failure, but realistically if the ice maker itself was the problem, then he wanted to make sure she knew that it was a “core” part and as such, we do not do repair at the home; we replace themThe core is then sent out to be recycled or refurbishedIn fact most refrigerator repairs would cost $or more, so the technician was giving at least an accurate picture as to how much it might cost to ensure *** *** was prepared to pay that amountSince she was not, the technician canceled out the call so that she was not out any monies to find out that she might have had an unrealistic expectationWe feel the cancelation of her service order so that she did not have to pay any fees to get this information was an equitable solution and we are unable to honor her request to receive service for completely speculative amount that the agent was pressed into giving without any technical knowledgeAs this decision is commensurate to the circumstances, we have closed our file
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,
*** ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: ***

Complaint: ***
I am rejecting this response because:
They did just address what I think was the fundamental problem, that the system was wired improperly from the beginningHowever, we won't really know until next year when we start using the air conditioner again It is now fall and we will not likely turn the system on again until May or JuneIn the past, it works for a month or two before breaking down again Could be keep the file open until the system works for three months consecutively?
Sincerely,
Joy ***

Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
April 9,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #- Harriett *** ***
Dear Ms
***:
We have completed the investigation of Mrs***' complaint regarding her dissatisfaction that her riding lawn mower failed sooner than she expected
We apologize that Mrs***' riding lawn mower failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failIt should be noted that the mower was purchased on November 13, and is currently covered under a Repair Protection Agreement (RPA)Under the terms of Mrs***' RPA, a unit can be replaced if it has functional failures within a calendar yearWhile this is the mower's first repair, the part needing to repair the mower is a transmission which is a major repairBecause we value Mrs***' patronage, we have agreed to exchanger her riding lawn mower dollar for dollarOur offices have contact Mrs*** and advised of the replacement processShe will be going to her local store to pick out a new unit and call back to have the exchange rungThant being said, because we are in the process of replacing Mrs***' riding lawn mower per her request, we respectfully request this complaint be closed
Again, we apologize to Mrs*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Erica ***
Regulatory Complaints Specialist
***
Erica.***@searshc.com

October 27,
*** ***
RevDex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** *** ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding the order he she placed for a dining room set recently
As clarification, Mr***'s order was placed through one of our Marketplace vendors, Unbeatablesale.com INCSome time ago our online website began hosting 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 we become a "one-stop" online shopping destinationMuch like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersHowever, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendorsIn the case of this item, it seems all of the online content for this item from the manufacturer states that it comes assembled and that is what the seller, Unbeatablesale.com INC listedUnbeatablesale.com is correcting its listing now to prevent further such occurrences
As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to oursAn incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their costWhen an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be correctedMost online retailers post similar terms of use, and we stand by our disclaimerIn case Mr*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"...Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
As illustrated above, our Terms of Service and disclaimer make it clear that the seller handles any issues with return or listing discrepanciesFurthermore, it also notes that we do not guarantee that the site is free from error and we are not responsible for any erroneous listingThat said, we did offer to provide Mr*** with a 15% credit as an exception and courtesy, but he declinedAs a final gesture of goodwill, we are willing to increase that discount to 25%Should Mr*** wish to accept, I may be reached at the email address listed below during business hoursAs this decision is in accordance to our posted terms and conditions, we have closed our file
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
Email: ***.***[email protected]

January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent order Store Manager *** *** has spoken with Ms*** regarding this issue*** informed us that he had offered to arrange for Ms*** to receive a full refund as well as a gift card and $worth of points added to her SYWR accountIt seems that Ms*** indicated that this met with her approval, but should she have any further concerns, she may contact *** during business hours at *** ***In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** 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 *** *** ***

*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** *** *** *** *** We have completed the investigation of Mr
*** rebuttal regarding his refrigeratorSears
will be processing an in warranty exchange for M** ***That said, the refrigerator
he has selected, Sears item #89000, has been ordered and is scheduled to be
delivered to his home on December 22, I will be working directly with our
refrigeration buyer to see if I can get the delivery date moved up to a sooner
dateM** *** has been advised of thisMoving forward, M** *** has
my email address and office number and can reach out to me if he has any
additional concernsThat said, we ask that this complaint be closed pending
future contact
We apologize to M** *** and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** ***

April 4, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding his request for a refund for a declined estimateAt the time *** *** called to schedule service through Sears Home Services, he was apprised that since his washer was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairsThere will be no charge for this estimate if you proceed with the repair. If you choose not to have your repaired, you will be charged a non-refundable fee of $89.00.” As illustrated above, the call taker explained that when the repair estimate is declined, the minimum diagnostic fee is due; however, there is no mention of the potential repair costThe call taker is not empowered to quote a repair cost for several reasons. First, they do not have the technical expertise to diagnose a product, secondly, even if they were knowledgeable, they could not diagnose a product sight unseen over the phone and lastly, they do not have access to part and labor pricing. We apologize if *** *** misunderstood what the trip charge entailed, but the verbiage is fairly straight forward. Therefore, since the technician completed the diagnosis, and provided *** *** with a repair estimate that he subsequently declined, no refund is due. As this decision is final and commensurate to the circumstances, we ask that this matter be closedWe appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

October 7, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the partial refund she received for a part she returned to Sears It is unfortunate that we failed Ms*** expectations when she recently ordered and returned tiller parts to SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we 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 our store provided the remaining refund amount of $to Ms***. As clarification, some of the parts Ms*** ordered, such as nuts, washers and bolts, are non-refundable. It was for this reason that Sears Parts Direct provided a partial refund of $133.23. However, with the additional refund provided by our store, Ms*** has been made whole. We respectfully ask to have this matter closed, since we have noted Ms*** 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 *** *** *** ***

*** *** 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 dishwasherRepairs to Mr*** dishwasher were completed on February 1, 2016, when a new control panel and switch were installedThe unit was tested and was found to be operating as designedI have been in communication with Mr*** and he has confirmed that the dishwasher is operating correctly. I have processed and Mr*** is expecting to receive a $Sears gift card that should be received within the next hoursMoving forward, if Mr*** has any additional concerns he can call or email me as he has my contact infoThat said 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 ***

Complaint: ***
I am rejecting this response because:
The installation was not completed by Sears and we still are missing a part purchased by us and given to the installers A standard form signed by my husband does not mean that the right thing was done by Sears and Sears needs to do the right thing by their customers
we spent our hard earned money to have the dishwasher installed by Sears Money that is not easy to come by but we made the investment because we wanted it done right An simple apology is unacceptable? What are you apologizing for if you did nothing wrong
We expect a refund and not an apology I will continue to campaign against Sears on all available outlet because this is my second negative customer experience with this company We don't feel valued as customers and we will let it be known
Sincerely,
Olive ***

January 19, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re* *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her sears.com layaway order It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that Ms*** used a *** gift card for her payments, however, we issued refund checks of $and $to her on December 10, 2015, and the remaining $which was initially absorbed by layaway fees was also refunded by check on January 19, 2016. Ms*** may expect her check to arrive within fifteen business days. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the 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 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, ***
*** *** ***
*** *** *** ***

May 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: # *** - *** *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her service experience for her lawn mower Our service department found that Ms***’s mower had very dirty oil, a cracked engine with additional internal engine damage, damage to the bottom sump, this is the bottom cover of the oil reservoir, as well as a bent bladeThis damage is indicative of a mower that has hit a solid object while in use In case Ms*** was unaware, it is fairly common occurrences to have internal engine damage caused by having the blade make contact with something other than grass. This can include tree roots, curbs, concrete, rocks, and even the ground if it is hard enough. In addition, improper maintenance or grass buildup under the deck of the mower can also cause damage. All manufacturers specifically mention in their manuals all precautions that should be taken before mowing grass. No mower is designed to withstand a moving part coming into sudden contact with a hard object, though it is possible to be fortunate at times and sustain no damage. In all instances of damage due to hitting a solid object, it is categorized as customer misuse. It is an industry standard that any customer abuse or misuse, is not covered under any warranties Ms*** was informed of our finding on May 5, and that repairs would not be covered under the Repair Protection Agreement or the manufactures warrantyShe was provided with contact information on cancelling her RPA since this no longer has value to her as it is our understanding Ms*** is not going to have the mower repairedThat being said, we understand that Ms*** had purchased a riding lawn tractor form Sears on April 14, for customer satisfaction reasons we did offer to refund her 15% of the purchase price of the riding tractor which she agreed toThis was processed on May 10, and a check in the amount of $has been processed and is being mailed to the address we have on fileSince it is our understanding that the resolution offered 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 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

January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** *** Dear Ms*** We have completed our investigation regarding Ms*** complaint regarding a recent transaction We have spoken with Ms*** in regard to this issueMs*** received the points she was requesting in her letter and we offered to provide her with an additional $worth as a courtesy, which she acceptedIn light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms*** 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 *** *** ***

Contact Name and Title: *** ***
Contact Email: ***.***@searshc.com
October 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***- *** ** ***
Dear Ms
***:
We have completed the investigation of Mr***'s complaint regarding his impact wrench not working properly
We have received Mr***'s complaint and apologize that his impact wrench has failed so soon after purchasing itWe have looked at his file and understand that he would like to have the wrench repaired but the unit is not an in shop repairable itemBecause we value Mr***'s patronage, we have issued a gift card in the amount of $so that he can purchase a new impact wrenchThe gift card will be received in 7-business days to the address listed on this complaintThat being said, because we have processed a gift card for Mr*** to purchase a new impact wrench, 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
512-248-
***.***@searshc.com

Complaint:
I am rejecting this response because:
Ms*** indicates that many conditions are present which lead to decreased air pressure. I provided documentation of the proactive measures taken after purchasing the four tires at Sears. This included, and was not limited to, tire rotation on a consistent and timely basis (reference to invoices documenting tire rotation were written with my original complaint), checking air pressure monthly as well as during the rotation of the tires. The road I travel daily to/from work is the Florida Turnpike which is a smooth asphalt road surface. Ms*** indicates that the blowouts are not necessarily the result of a manufacturing defect, yet two (2), not one, tires blew out, nearly causing a terrible accident. Both tires were bought at Sears from the same stockAccording to research tire blow-outs may occur due to Tire defects manufacturing defects such tread separations. One could reasonably infer that the tires were defective in that two tires had a blow-out. Air pressure, I assure you, was constantly monitored and maintained at proper air levelsI purchased road hazard coverage from Sears. It is obvious from the response to the Revdex.com that Sears is NOT willing to provide the coverage provided by the road hazard nor assume responsibility for the two defective tires that they sold me! Yes, I had to make a quick decision to purchase tires elsewhere. Sears did not give me another choice given the price that was quoted that day on the phoneDocumenting my concern is NOT providing a remedy for the damage I suffered for the two faulty tires purchased at Sears. It is unfortunate that Sears, a company of long-standing reputation, is responding in a manner that does not provide a remedy for products that they sell that are indeed faulty. I wholeheartedly reject the response providedSincerely,
Ileana ***