Sears Puerto Rico

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Tell us why here...February 18, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611 Re:  #[redacted] – Sherwood [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding the terms of a rebate...

related to the purchase he made of a [redacted] dishwasher. We would first clarify that the rebate, including the terms and administration of the offer, is through [redacted] and not Sears. Additionally, the rebate is quite clear that it is a [redacted] Visa pre-paid card that is being sent in the amount of “up” to $150.00 depending upon the actual price paid for installation and not counting tax, disposal, or other fees. This is pretty standard now in the industry as far as rebates are concerned because there is less fraud with pre-paid Visa or MasterCard gift cards versus paper checks. Plus, they can be used anywhere that Visa is accepted and not just at Sears. If Mr. [redacted] has not yet submitted his paperwork though, he should hurry since the deadline to file for the rebate is February 22, 2016. In the interim, since the rebate is quite clear it is being sent via prepaid Visa card, and we are unable to change the tender in which a rebate is issued, we have closed our file. 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com

[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 Sears Auto Center. [redacted], Sears Auto Center Manager...

from our Greeley location provided the following response: I have been in contact with Mr. [redacted] regarding his complaint. When we last spoke on Friday, December 16, 2016, he was going to have his vehicle checked out for an electrical issue. If the other shop does not find an electrical problem, the customer will bring the battery into the Sears Thornton location for testing and replacement/refund under the warranty. Mr. [redacted] can reach me at [redacted] if he has any questions or concerns. Since we have provided our update, we ask that this complaint be closed pending further contact. 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 Claims Specialist Sears Holdings Corporation [redacted]

November 17, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611[redacted]  [redacted] * Dear [redacted]We have completed the
investigation of [redacted]’s rebuttal to our previous response.Upon receiving [redacted] follow-up concerns, we contacted Counsel [redacted] for further
assistance.  [redacted] subsequently
spoke with the District Service Manager (DSM) for Sears Duct Cleaning in his
area.  The DSM clarified that there is a
$100.00 charge for a technician to go to a consumer’s home.  If there are two units, then a 30% discount
is offered, lowering the $200.00 charge to $170.00, which [redacted] understood
to be the total charge.  However, the
cost of parts and labor is in addition to this basic charge.  We apologize to [redacted] for any confusion
regarding the aforementioned pricing, but there is no inclusive pricing for
Sears Duct Services.  Furthermore, we did
not receive any recordings corroborating [redacted]’s claim that he was quoted a
total price of $170.00.   If [redacted]
can provide these recordings, we will forward them to [redacted] for further
review. In the interim, since we have no record of [redacted] being offered a
complete service for both units for $170.00, we ask that this matter remain
closed.Again, we appreciate the
opportunity to address this matter.Sincerely,[redacted]

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

December 1, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611Dear Ms. [redacted]:Re: Shirley [redacted] - #
10972243We have completed the
investigation of Ms. [redacted]’s complaint regarding food loss she incurred when
her refrigerator failed.First, we would...

like to
apologize to Ms. [redacted] for failing her expectations in regard to her
refrigerator repair. Upon researching Ms. [redacted]’s concerns, we found that
Theresa Canty with our Protection Agreement department processed a $200.00 food
loss check on November 28, 2015.  This is
the maximum allowable reimbursement under Ms. [redacted]’s Repair Protection
Agreement (RPA) during a 12-month period. 
Ms. [redacted] can expect to receive the check within the next two weeks. If
she has any further questions regarding the check that was processed, she is
welcome to call (800) 827-6655.   In the interim, since Ms. [redacted] is being
sent the $200.00 food loss she requested, we ask that this matter be closed.Again, we apologize to
Ms. [redacted] and we appreciate the opportunity to address this matter.  Sincerely,Melissa [redacted]Regulatory Complaints
Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10980952, and find that this resolution is satisfactory to me.
Sincerely,
Lori [redacted]

January 7, 2016...

                                        ...⇄ [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted]           [redacted]
  We have completed the investigation of Mr. [redacted] complaint regarding his water heater.     As clarification, Mr. [redacted] service contract, which is called the Repair Protection Agreement (RPA) does not have any provisions for incidental or consequential damages such as lost time or inconvenience. As such, we will not be providing any sort of remuneration in regard to that matter. As far as the water heater installation is concerned, [redacted], the contractor that performed the work, has inspected Mr. [redacted] plumbing in detail and they found that the installation was sound. The issue appears to be with Mr. [redacted] plumbing and the water lines farther back into the home; this would be his responsibility to correct. Existing plumbing issues are not covered under Mr. [redacted] RPA. All that is provided is repair to the unit itself and should a replacement be needed, basic installation, which includes connecting the unit to a code approved utility or power source. We provided Mr. [redacted] with a replacement heater and basic installation in fulfillment of his RPA.  There have also been some design changes to all water heaters due to federal regulations concerning energy conservation and safety since Mr. [redacted] purchased his old unit, which appears to have been almost nine years ago. These changes can cause the units to work a little differently, which is why Mr. [redacted] likely was not experiencing any issues with his old unit and the plumbing so he would not have not known until the tank leaked and we had to replace the heater. We can only suggest that Mr. [redacted] contact a plumber, but this would be at his expense since his RPA would not cover plumbing issues, only the unit itself. Since the problem is not with the unit and the installation is sound, we cannot provide any assistance at this time. However, should Mr. [redacted] experience any unrelated issues or if a problem should develop after his plumbing is corrected, we will continue to fulfill the terms of his RPA by providing service as needed. 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 [redacted]

March 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted]  [redacted] We have completed our investigation of [redacted] complaint regarding the repair to her dishwasher. First, we would like to...

apologize to [redacted] for failing her expectations and sincerely regret that this incident occurred.  Upon receiving [redacted] complaint, we contacted the local service unit to clarify whether or not the repair to the dishwasher was completed, as the service order is showing closed in our repair system.  Customer Advocate, Heather [redacted] responded that the repair to [redacted] dishwasher was completed on March 12, 2016.  After [redacted] experienced issues with the first technician, a second technician was routed to her home to install the parts that were previously ordered. Additionally, [redacted] complaint has been forwarded to the District Service Manager, so he can address her concerns with the technician in question and provide the appropriate coaching.  It is our goal to ensure that future problems of this nature can be averted and we can only reiterate that we sincerely apologize for any inconvenience or frustration [redacted] may have experienced during the repair of her dishwasher. We hope that [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon and strives to provide to each of our customers.  With that said, since we have noted [redacted] candid feedback, and completed the repair to her dishwasher, we ask that this matter be closed. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist

December 9, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: 10978199 – Lara J. [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her recent online order and non-receipt of a refund.It is...

unfortunate that we failed Ms. [redacted]’s
expectations when she received the wrong product. We value Ms. [redacted]’s
patronage and can understand how the series of events detailed in her complaint
has caused her to lose faith in Sears. We regret that this incident occurred, and
we can assure that her concerns have been forwarded to management for review so
that future problems of this nature can be averted. After researching her
online order notes we confirmed that a refund was processed on December 3,
2015. According, a credit of $76.85 was issued back to her Visa account ending
in 4587. For Ms. [redacted]’s records the return receipt number is 093013841913.
The credit will post within 3 to 5 business days from that date. Additionally,
we hope that in the future Ms. [redacted] will allow us another opportunity to
provide her with a better example of customer service that we have built our
reputation upon. In the interim, we have noted Ms. [redacted]’s 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,  Eligia [redacted]Regulatory Complaint SpecialistSears Holdings Corporation

December 16, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re:  #10980952– Lori
[redacted]  Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding a recent order.  While it is true that our Terms of...

Use specifically note
that each purchase is subject to the individual seller’s posted return policy
and the seller of each item is listed clearly on the page, we endeavor to
ensure that our members are treated fairly. Accordingly, since the seller had
not responded to our inquiries, we issued a full refund as a courtesy on
December 10, 2015. It may take up to 12 business days for this credit to
reflect. We want to thank Ms. [redacted] for her patronage and apologize for any inconvenience
she may have experienced as a result. In light of the aforementioned
information, we respectfully ask that this matter be considered closed.  Again, we apologize to Ms. [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,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]Tammie.[redacted]@searshc.com

January 16, 2017   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:       [redacted]   Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding her...

refrigerator.   It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]   Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance.  Although another repair was attempted, due to the estimated cost, Ms. [redacted] qualified for the $500.00 credit offered by her Service Smart Agreement (SSA).  Our records show that she selected a new refrigerator on January 14, 2017, and she is expecting delivery of the new unit on January 25, 2017.  We will monitor the deliver to ensure that the remaining SSA coverage transfers to the new refrigerator.  In the interim, since an equitable resolution has been provided for Ms. [redacted] we ask that this matter be closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.     Sincerely, [redacted] Regulatory Complaints Specialist

February 18, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. [redacted]Chicago, IL  60611 Re:  #11080804 – Thomas [redacted]  Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal to the previous response we provided. We mentioned this previously, but we would note again that the part we replaced in Mr. [redacted]’s washer was the triple water valve. The part schematics do not show that any part in the washer is referred to as an “actuator” so we are not really sure what part it is that Mr. [redacted] replaced himself. If in fact the part we put in had failed, then we would have returned at no cost to replace this; however, Mr. [redacted] would not have received a refund. So if he could send us a receipt for the part he put in himself that shows the part number, and the part number correlates to the same part we previously installed, then we would be happy to reimburse him for the charges he spent on the part as this would have been covered if we had replaced it. If the part number is not the same, then even if we had returned, Mr. [redacted] would have had to pay for the part itself, even though we would not have charged any extra for labor. So we would not owe him any monies back as he would have had to pay us for the part if he had not bought it himself. Mr. [redacted] is welcome to fax me the receipt for the part in question to 512-248-7905 or email it to me at Dana.[redacted]@searshc.com. In the interim, since we are willing to refund the $35.00 cost of the part if it can be proven it is the same part that we replaced in December, we have reclosed 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com

November 29, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Mr[redacted] complaint regarding an invoice he received for the service...

of his range that he alleges he paid for with his credit card.
We apologize for the delay in responding to this complaint. We researched and according to our records the [redacted] payment that Mr[redacted] provided our technician payment fell out of the system and his credit card was not charged. Therefore, an invoice was mailed to Mr[redacted] for the payment of $228.40. We contacted Mr[redacted] and advised that he provide proof from his bank indicating that the charge cleared; otherwise, he must make the payment online as listed on the letter he received.
We are committed to providing a fair and equitable resolution and ask an additional ten business days to receive proof of payment from Mr[redacted]. In the interim, should Mr[redacted] have any questions, he may contact me directly at [redacted]
We apologize again 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]

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

December 29, 2015     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding her recent online layaway...

order and her request for Sears to honor the same prices.   After researching the notes in her order we found that Sears Online Solutions was able to assist her in resolving this matter. The system error was resolved and we confirmed that [redacted] was able to complete her payment for this order. Delivery was scheduled with the soonest available tentative date of January 4, 2016. We apologize again for any inconvenience [redacted] experienced with this order. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service. In the interim, since delivery is currently scheduled and we have noted [redacted] concerns, we respectfully ask to have this matter closed, pending delivery completion.   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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11014390, and find that this resolution is satisfactory to me. I will keep in contact with the repair man so he can continue to work on our oven.  
Sincerely,
Tara [redacted]

December 21, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Carpet Cleaning. First, we would like to...

apologize to [redacted] for failing his expectations in regard to a recent carpet cleaning he had completed.  Upon receiving [redacted] complaint, we contacted [redacted] with Sears Carpet Cleaning for assistance.  [redacted] subsequently left several voicemails for [redacted] and was finally able to discuss the issue with him a few days ago.  It is our understanding that [redacted] will be receiving a refund for $109.99 once he signs  and returns a Customer Release Form (CRF).  Since an equitable resolution has been reached with [redacted], we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist

December 30, 2015   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # 10987743 - Ashley [redacted]   Dear Ms. [redacted]:   We have completed our investigation of Ms. [redacted] complaint regarding replacement of her refrigerator.  ...

Our records show that Ms. [redacted] was approved for a replacement of her refrigerator on December 11, 2015 by our service department. Ms. [redacted] was sent an email stating this on December 11, 2015 sent to the email on file [redacted]@rzrealty.com, which is the same email address Ms. [redacted] provided in her complaint. As stated in the email Ms. [redacted] need only contact Sears Customer Solution at 1-800-479-6351 option 6 and refer to case # 3888391 and they will be happy to assist her in the replacement process. Since Ms. [redacted] has been offered a replacement and we are only waiting her to contact Customer Solutions to process the replacement we have closed this complaint.   We apologize to Ms. [redacted] 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. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com

January 31, 2017
[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 her dissatisfaction that the service on her dishwasher...

was not completed in a timely manner due to multiple reschedules and her request for a full refund.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a dishwasher repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We reached out to [redacted], Supervisor for Service Unit [redacted] to assist with her concern. Ms. [redacted] contacted Ms. [redacted] and informed her that refund has been processed for $294.74. The credit was issued to the same credit card that she paid with and should post with 3 – 7 business days. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]