Sears Puerto Rico

Complaint: ***
I am rejecting this response because: When the refrigerator was still under contract and the serviceman was shown the cracks the item should have been replaced not fixed by applying glue this is the second refrigerator that this has happened too which tells me there is a problem with it being defective
Sincerely,
*** ***

February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the multiple service dates
he scheduled for a repair on his tractor only to eventually be told that parts were no longer available As clarification, our minimum trip/diagnostic fee is explained as a non-refundable fee when service is scheduledWe would also note that until we diagnose the unit and/or determine what parts may or may not be needed, we would not know if the parts would be availableIt appears that from the other service calls it was deduced that the transmission was the problem and this part was not one we could repair or replace With that said, we can also understand that Mr*** would have found this frustrating after rescheduling his service several times before he was given this informationDue to this we are in agreement to refund him the normally non-refundable fee of $118.40; however, we have not yet processed this as we need to send a mailed bank check to Mr*** and we were not certain if his physical address is the same as his mailing addressIf he could email me at *** or call me at *** and verify his mailing address, we would be happy to send him a check for $In the interim, since we are willing to provide Mr*** with his requested resolution and only need him to confirm whether the address on this complaint is also his mailing address, and if not to provide us with the correct address, we have closed our file 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, *** *** Team Manager, Regulatory Complaints *** *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11000733, and find that this resolution is satisfactory to me
Sincerely,
Walteretta ***

Complaint:
I am rejecting this response because: My name is Mr*** and not Mr***Goes to show you how much they careAgain Sears plays more games, now a word gameThe part in question regardless of what it is called is the part that is at fault and failedit is the only part that could cause such problems. This is why I am due a full refund1) your part failed 2) I scheduled a service call and Sears cancelled that service call without any notification3) I called the Phoenix number and was flat out lied to about everything possible4) I called the corporate offices only to be re-directed back through the lie and deny customer service system 5) When I called corporate again the "operator" hung up on me immediately.6) Not until I contacted the Revdex.com has Sears done anything to resolve this. Sears installed a faulty partCharged me $and then did everything possible to deny honoring any warrantyI set up the service call for warranty workSears are the ones that cancelled it without so much as a call or an explanation of whyIf it was not due to my diligence in seeing that Sears is reported for robbing people would Sears even care. Sears demand for me to prove anything is ludicrous- the same goes for providing Sears with any tpye of documentation-- If Sears was not iactively ripping off customers then they would have been here for the warrenty work and seen the part. Finally to Sears I say this: Refund my money or I will continue to proceed to notify other government agencies with documentation that Sears 1) ripped me off and 2) refused to refund my money when sears was 100% informed of their company's actionsAdditionally I will file a civil suit over this. The $part I paid for failed- Sears refused to do anything about itIt is that plain and simple( I have the documented proof) The only thing Sears needs to do is refund my $and I frankly do not care what name they call meMr*** or Mr*** or Mr*** This is not an negotiationOn March I will start to charge the customary 18% yearly interest compounded daily on my $200.00. This is Sear's notification.
Sincerely,
Thomas ***

December 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** Dear Ms*** We have completed the investigation of Ms*** complaint in to regard her mixer and the refund she received once it was returned
First of all, we want to note that we do not substitute items and it appears that the wrong item was sent to Ms* *** mistakenlyAccording to our records, Ms* *** was able to reorder the mixer at a later date and we honored the previous pricing. As far as the refund for the Kenmore Elite mixer is concerned, by the time she returned that item, her SYWR account had a negative balanceThe SYWR terms note: “In the event that the number of Points that could be deducted from your Points account as a result of a return or cancellation exceeds your current Points account balance, Company reserves the right to determine the Redemption Value of the Points shortfall and reduce the amount of your refund or credit for such return or cancellation by such Redemption Value.” That said, we appreciate Ms*** patronage and we have added $worth of points to her account, which is more than what was removed from her refund as a courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation *** ***
***

Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Lori Ann *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her service coverage for her cook-top Upon receipt of
Ms***’s complaint, we found that she had previously been in contact with MsLori *** in our escalated complaint department and Ms***’s range was replacedOur records show that the range was delivered on February 12, If Ms*** is still in need of assistance she can contact her case manager, Lori *** directly at *** Ext **As it was our understanding that the resolution proposed met with her approval, we have closed our file 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

December 31, 2015Revdex.comAttn: Nita ***North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: 19703408Revdex.com Case #: 10999013/Linda ***Via: n***@chicago.Revdex.com.orgDear Ms***,Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry
concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateThe customer’s concerns regarding the tech not being able to make the repairs is an unfortunate eventWe certainly apologize as to how the ***s feel about this service attemptWe can’t make any statement as we don’t have enough information as to how the service was performedHowever, if the customer is disputing the cost or possible reimbursement of their maintenance agreement, then SHIP is not able to make that decisionThe customer was not charged for the service or repairsAdditionally, our records show the customer has used their maintenance agreement in the pastIt appears there was no issue then and repairs were competed, again at no charge to the customerThis is why we would need to forward the requests for reimbursement of the agreement to the department who manages the pa agreementsIf we had charged the customer for the service then SHIP could have made a decision on thatThe customer may contact the maintenance department at 1-800-927-7836. We apologize for any misunderstandings or inconveniences that Mrs*** may have experiencedAt this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrs*** as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at 800-222-x ***, or via email at Melissa.***@searshomepro.com.Sincerely,Melissa ***SHIP/HI Regulatory Complaint Specialist cc: Linda ***

July 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer
service and non-receipt of a gift card he purchased from sears.com It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we issued a refund of $to his *** ending in *** on July 13, 2016. Mr* *** should be able to view this refund within business days, or as soon as his credit provider posts it to his account. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 Mr*** 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 *** *** *** ***

Contact Name and Title: *** ***
October 28,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** * * ***
Dear *** ***
We have completed our investigation *** *** complaint regarding his dissatisfaction
with Sears Duct Cleaning
First, we would like to apologize to *** *** for failing his expectations when he recently contracted with Sears Duct CleaningAdditionally, we would like to assure *** *** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded *** *** concerns to the local office to reviewWe appreciate the opportunity to address the customer service issue outlined within *** *** complaint, so that future problems can be averted
There appears to have been a misunderstanding regarding the charges for *** *** servicesThe $that *** *** refers to is only for the appointment chargeThis does not include the cost of labor for any cleaning servicesThe technicians will charge $to visit the home and inspect the first A/C unitThe consumer then receives a 30% discount on the second unitThis is why *** *** was quoted $Again, the $only covers the inspection and not the serviceFurthermore, it is our understanding that *** *** contacted our escalated customer service group, Executive Member Support, on October 14, 2015, and spoke with *** *** regarding this matterAs a one-time customer courtesy, *** *** offered *** *** a $refund*** *** advised that he would consider the offer*** *** *ubsequently sent an email to *** *** explaining that he would need to make a decision on the offer by October 28, If *** *** has any questions regarding the offer, he may call *** *** directly at *** *** *** *** In the interim, since we have explained the pricing discrepancy and proposed a fair resolution to *** ***, we ask that this matter be closed
Again, we apologize to *** *** and we appreciate the opportunity to address this matter
Sincerely,
Melissa Lando
Regulatory Complaints Specialist

February 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a refund It is unfortunate that we failed Ms*** expectations 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 averted. After forwarding this matter to Sears’ Detail Control Center we were able to confirm that a refund of $was issued in the form of a chargeback on January 20, However, we found that Ms*** is due a difference of $which has been referred to *** to refund to the account shortlyAdditionally, 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, we have noted MsS*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10978199, and find that this resolution is satisfactory to me
Sincerely,
Lara ***

February 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer First, we would like to
apologize to Ms*** for failing her expectations in regard to her washerUpon researching Ms*** complaint, we found that she was authorized for an in-warranty replacement. We subsequently contacted the local Sears Hometown store to ensure that the process was completed. On February 1, 2016, an exchange was processed under sales check ***. The new washer is scheduled for delivery on February 3, 2016. Since it is our understanding that Ms*** is satisfied with the aforementioned resolution, 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

January 8, 2016Revdex.comAttn: Nita [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: 19703408Revdex.com Case #: 10999013/Linda [redacted]Via: n[redacted]@chicago.Revdex.com.orgDear Ms. [redacted],In response to the customer’s rebuttal letter, we can’t make any statement as we don’t have enough information as to how the water heater service was performed.  As stated previously, if the customer is disputing the cost or possible reimbursement of their maintenance agreement, then SHIP is not able to make that decision. The customer was not charged for the service or repairs. However, if we had charged the customer for the service then SHIP could have made a decision on that. Additionally, our records show the customer has used their maintenance agreement in the past. It appears there was no issue then and repairs were competed, again at no charge to the customer. The only charge was in 2013 for the cost of the maintenance agreement.  This is why we have forwarded the requests for reimbursement of the agreement to the department who manages the pa agreements. The customer may contact the maintenance department at 1-800-927-7836.  We apologize for any misunderstandings or inconveniences that Mrs. [redacted] may have experienced. At this time, we are respectfully keeping our file closed. We will not address this again as we are not the correct department to do so. On behalf of SHIP please know that we value Mrs. [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x [redacted], or via email at Melissa.[redacted]@searshomepro.com.Sincerely,Melissa [redacted]SHIP/HI Regulatory Complaint Specialist cc: Linda [redacted]

November 21, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611 Re:  [redacted]   Dear Mrs. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his tractor.     As...

clarification, Mr. [redacted] had 30 days from the date of purchase within which to request a refund according to the terms of our Return Policy. Since that time period has elapsed, we are not able to grant his request for a refund. However, we are willing to provide him with an exchange as a courtesy. Since we feel the issue at hand could be that the tractor Mr. [redacted] purchased is not compatible with his type of terrain or yard size a Pro model may be ideal for his yard as they are made up of more durable components. We do want to stress that we have no related recalls from the manufacturer on this model so we are unsure as to why our technician would may a comment such as Mr. [redacted] claims was uttered. It could be that he was thinking of another model. Regardless, as we stated before, we are willing to provide an exchange and since we are suggesting an upgrade, a generous discount as a customer courtesy.  There are several Pro models that are around the same configuration Mr. [redacted] had as far as deck and engine size are concerned. Below we will list the tractor model number and the price we are willing provide it for versus the regular price: 1.      [redacted] $2000.00 Regular price $2899.992.      [redacted] $1800.00 Regular price $2499.99. This model is on close out to make room for next season models in the spring so availability is limited. 3.      [redacted] $1600.00 Regular price $2099.994.      [redacted] $1800.00 Regular price $2499.99 Of course, Mr. [redacted] may select any model he wishes, but he will be responsible for any difference in cost above the amount he paid for his current model ($1309.99) if the cost is more. Mr. [redacted] may also proceed with the current repair if he wishes and after the transmission is replaced, there may be no further issues, but we cannot say for sure given the transmission issues he has experienced before in addition to our feeling that it is related to use and not the item itself. Mr. [redacted] may contact me during normal business hours via email at [redacted] if he wishes to accept our offer to provide him with an exchange as noted above rather than proceeding with the repair.  In light of the aforementioned information, we respectfully ask that this matter be considered resolved.   We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted]
I am rejecting this response because: Sears did not receive the recordings I attempted to upload to this site.  I sent a separate email with the recordings attached to [redacted] and requested that email be forwarded to Sears Attn: [redacted] for further review per her response if Sears received the recordings.
Sincerely,
[redacted]

December 28, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
Re:  # 10993252 – Paul Joseph [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the problems he encountered when he...

attempted to schedule the installation of the tires he had purchased; as well as the delay of receiving his refund for the cancelled online order.
It is unfortunate that we failed Mr. [redacted]’s expectations when he recently scheduled the installation of his new tire. We value Mr. [redacted]’s patronage, but can understand his frustration due to the series of events noted in his complaint.  We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. 
According to our records, Mr. [redacted] called our online customer service on December 3, 2015 and requested to cancel his order for the tires he purchased.  The request was submitted for cancellation and on December 4, 2015 Mr. [redacted] was notified that the refund would need to be processed at the store location where the tires were delivered. We apologize that the store was unable to process the refund since the store register was unable to issue a credit to Mr. [redacted]’s Paypal account.  As clarification, the refund must be issued in the same of payment; in Mr. [redacted]’s case, it was through Paypal.  Regrettably, the store instructed Mr. [redacted] to contact our online customer service again.  The refund was request was submitted and according to PayPal, Mr. [redacted] was issued a full refund on December 16, 2015.  With that being said, since we have addressed the issue brought forth in Mr. [redacted]’s complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

February 2, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted]        Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding a...

request he submitted for price match, which was denied.      According to our price match policy, the item must be in stock for the lower price shown, but the site showed this item as temporarily unavailable. As such, we were not obligated to honor Mr. [redacted] request. However, a credit for $69.91 was issued on February 2, 2016 as a one-time customer courtesy. In light of the aforementioned information, we respectfully ask that this matter be considered closed.                                         ...⇄ We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

December 8, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611 Re:  [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her experience when she brought her vehicle...

in for an alignment at her local Sears Auto Center. The Auto Center Manager, [redacted], spoke to Ms. [redacted] in reference to her concerns. [redacted] explained that the alignment was never done because the bushings were worn which caused the control arms to sit too low. Ms. [redacted] has now been given an estimate of the repairs that would be needed to have the vehicle in a condition so that it could be aligned and she has indicated that she will return at a later date to have it serviced. [redacted] also mentioned that there were some communication issues between the auto technician and the service writers, and he was addressing this with the parties involved. At this time, since the auto center has clarified why the work was not performed, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted]s service tech hookup the water heater wrong.  He ran the cold water line to the hot side of the water heater and the hot side to the cold side.  The first water heater he installed the right way.  But, when he came out to install the second new one that's when he cross the lines to the tank.  Sears sent a service tech out on the 16th &19th of December2015 and they both said that the lines were hooked up wrong. And the service guy from [redacted] should have known better since he charged me $225.00 to install a cold water shut off valve and the additional piping I need for the new tank.  I had to hire an outside plumber to come and fix this.  I have hot water now. But the issue was that the service guy for [redacted] refuse to correct the line issue. Instead insisted that I had a plumbing problem. The problem I have is that Sears wouldn't even believe their own service techs and me who said that the lines to the water heater were cross up.  And I don't know if [redacted] was trying to make more money off me.  Thank You
Sincerely,
[redacted]

[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611     Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her washer. Sears Home...

Services records indicate that repairs to Ms. [redacted] washer were completed during a service call that took place on Monday, February 15, 2016. During the call the technician assigned indicated that he tested the washer and there were no issues found. Additionally there were no leaks identified. The washer is covered by the manufacturer’s warranty until it is scheduled to expire on May 5, 2016. As a gesture of good customer service, our office has provided Ms. [redacted] with a one year Master Protection Agreement (MPA). A copy of the MPA will be emailed to Ms. [redacted] and should be received within the next 3-5- business days. It is possible that the email might get parsed to Ms. [redacted] junk/spam mailbox. We ask that she ensure that she check that mailbox. We feel it is important to note that we do not typically reimburse a consumer for services provided by another service provider unless they have a protection agreement covering the unit and has been preauthorized. That said, we have processed a bank check in the amount of $199.50 that should be received by Ms. [redacted] in the next 10-14 days. Moving forward, if Ms. [redacted] finds herself in need of service, she can contact our local office at [redacted] would be the contact person to speak with. At this time, since we have provided our response to Ms. [redacted] complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]