Sears Puerto Rico

January 13, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  #[redacted]   Dear [redacted]   We have completed the investigation of Mr. [redacted] rebuttal.   We have reviewed both our response and Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. The fact remains that the issue he is speaking of is not related to the water heater itself or the connection of said water heater. The issue with the water lines is much farther back in his plumbing and this is not something he paid to rectify. In fact, this is not a service [redacted] offers; a plumber is needed. Furthermore, although Mr. [redacted] did not pay for the water heater as it was a replacement, he was given a $60.00 credit to his [redacted] card on December 31, 2015 as a courtesy. Additionally, Mr. [redacted] did not pay for basic installation since it was a provision of his RPA. All he paid for was the charges for the additional work [redacted] deemed necessary, which was not covered by his RPA. Those charges amounted to $225.00. As an additional courtesy, Mr. [redacted] was offered $250.00 worth of SYWR points on December 3, 2015 in relation to this issue as a gesture of good will and he accepted. At this time, Mr. [redacted] has been provided compensation in excess of the amount he paid for the services in question. We cannot provide any further assistance and no further remuneration will be granted. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. Given the aforementioned information, we respectfully ask that this matter remain closed.   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]

February 10, 2016   [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] rebuttal to our previous response.   Ms. [redacted] is responsible for paying $69.12, as the new washer she selected cost more than what she originally paid.  With a courtesy in-warranty exchange, such as what Ms. [redacted] received as she is outside the 30-day return policy timeframe, she is only permitted to apply the original purchase price towards the purchase of a new washer.    When Ms. [redacted] purchased her first washer, she paid $522.49 minus a 15% discount, reducing the price to $444.12.  The new washer she selected retailed for $629.99, but she was given two discounts; a 15% discount which initially reduced the price to $535.49 and then an additional 5% discount off this price, reducing the final sale price to $508.72.  Therefore, she was responsible for the cost difference of $64.60 plus tax $4.52 (69.12).  Ms. [redacted] is correct that the current washer is on sale for $529.99, but since she only paid $508.72, she has already received a better price than the sale price currently available.  We find no justification for any price adjustment as Ms. [redacted] paid only the difference between what she paid for the original washer and the cost of the new washer she selected.    As to Ms. [redacted] comparison of this exchange to that of the grill; there is no comparison.  The grill was authorized for replacement under the Repair Protection Agreement (RPA).  The authorization amount was determined by the features of the grill.  As the same grill is currently still available, the retail price of $699.99 was used as the replacement amount.  Normally, the original price of an item being replaced under a protection agreement is not considered as only the features are taken into consideration.    With that said, since we have thoroughly explained why Ms. [redacted] is not entitled to any refund, as she paid less than the currently advertised sale price of the washer she selected, we ask that this matter remain closed.   Again, we appreciate the opportunity to address this matter.   Sincerely,   [redacted] Regulatory Complaints Specialist

January 9, 2017   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:       [redacted] [redacted]   Dear Ms. [redacted]   We have completed our investigation Ms. [redacted] complaint regarding her...

dissatisfaction with Sears Home Services.   First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. Additionally, we would like to assure Ms. [redacted] 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. [redacted]   With that said, we would like to clarify that we do not order parts prior to the technician providing a diagnosis.  We apologize if this was not conveyed to Ms. [redacted] when she called to trouble shoot her washer.  As to Ms. [redacted] request for laundry reimbursement, as a courtesy, we have processed a $60.00 check, which should be received in the next two weeks.  However, we will not be refunding Ms. [redacted] for her protection agreement, unless she cancels the coverage.  If Ms. [redacted] does not wish to keep her Master Protection Agreement (MPA) coverage she can call [redacted] to request a cancelation.  Ms. [redacted] washer is still under the one-year manufacturer’s warranty, so she is entitled to a full refund of the MPA.  Once the manufacturer’s warranty expires on March 29, 2017, Ms. [redacted] would only receive a pro-rated refund.    In summary, since we have documented Ms. [redacted] concerns with the repair process and explained why the part was not-pre-ordered, 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

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.  Thank you for your assistance in resolving this matter. 
Sincerely,
Lisa [redacted]

Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611     Re: Wendy C [redacted]# 11009800 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Keisha [redacted],...

Sears Home Services, Territory Member Advocate Supervisor provided the following response:   Sears Home Services has approved the replacement of Ms. [redacted]’s refrigerator per the terms and conditions of the Master Protection Agreement that covers the unit. That said, Sears item #76063 has been identified as a direct replacement for Ms. [redacted]’s current refrigerator. All Ms. [redacted] needs to do is go her local Sears and inform her sales associate that her refrigerator has been approved for replacement. The sales associate will process the exchange and will schedule delivery and haul away of the old unit. At this time, since we have approved Ms. [redacted]’s refrigerator for replacement, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

November 10, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: [redacted] – [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]
complaint regarding his recent online order.We would first like to apologize for any...

inconvenience
Mr. [redacted] may have experienced with his orders. We can assure that his
concerns have been forwarded to management for review so that future problems of
this nature can be averted. After researching the online orders, we found that
Mr. [redacted] had received a refund of $734.55 on October 16, 2015, for the
first purchase that was made at the store. Finally, the second order that was
placed online for $720.79 was refunded on October 17, 2015. For Mr.
[redacted]’s records the refund receipt numbers are [redacted] and
[redacted] Additionally, we hope that in the future he will allow us another
opportunity to provide him with a better example of customer service. In 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,  [redacted]Regulatory Complaint SpecialistSears Holdings Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11014565, and find that this resolution is satisfactory to me.
Sincerely,
Jeremy [redacted]

February 10, 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 his dissatisfaction with the...

customer service he received in regard to the recent delivery of a range and refrigerator.   It is regrettable that we failed Mr. [redacted] expectations, but we have documented his comments regarding his poor customer service experience.  Additionally, we have forwarded Mr. [redacted] valuable feedback to the store manager, so she could review his concerns and address any coaching issues. We appreciate Mr. [redacted] bringing this matter to our attention, since we compile this information to help us identify any negative trends and enable us to rectify any shortcomings within our customer service network.  Our goal is to provide exemplary customer service, so we take issues such as Mr. [redacted] very seriously.   Store Manager [redacted] advised that she spoke with Mr. [redacted] regarding the delivery issue and apologized for the delivery delay.   With that said, we hope that Mr. [redacted] will give us another opportunity in the future to provide him with a more satisfying customer service experience. Since it our understanding that Mr. [redacted] concerns have been satisfactorily addressed, we ask to have this matter closed.   We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.     Sincerely,              [redacted] Regulatory Complaints Specialist

January 9, 2017   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Dr. [redacted] complaint regarding her lawnmower.   Upon receiving Dr....

[redacted] complaint, we contacted Lead Operations Specialist [redacted] for assistance.  After speaking with the repair facility, Ms. [redacted] contacted Dr. [redacted] for more information regarding her claim.  Although the repair facility verified the serial number and model number of the lawn mower Dr. [redacted] dropped off with their records, Dr. [redacted] is claiming that she receive the wrong lawnmower.  To substantiate this claim, Ms. [redacted] asked Dr. [redacted] to provide proof, such as pictures of her original lawnmower with the model number and serial number pictured, for comparison.  Unfortunately, Dr. [redacted] has not provided the requested pictures.  Therefore, based upon our documentation, it is our determination that Dr. [redacted] received the same lawnmower that she dropped off.  If Dr. [redacted] can provide the detailed pictures we have requested, we ask that she email them to Ms. [redacted] at [redacted] for further consideration.  In the interim, since Dr. [redacted] has failed to prove that she received the wrong lawnmower, we cannot honor her request for a new lawnmower and we have closed our file.   We appreciate the opportunity to address this matter.    Sincerely, [redacted] Regulatory Complaints Specialist

November 23, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:       Margaret Ann [redacted] - # [redacted]   Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding...

her local Sears Auto Center.   It is unfortunate that we failed Ms. [redacted] expectations when she recently visited her local Sears Auto Center to repair a flat tire. 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 apologize for any inconvenience she may have experienced.   Upon receiving Ms[redacted] complaint, we contacted Auto Center Manager Daniel [redacted] for assistance.  Mr. [redacted] spoke with Ms. [redacted] on November 23, 2016, in regard to her concerns.  A resolution was reached; Mr. [redacted] will purchase a matching hub cap for Ms. [redacted] vehicle.  With that said, since we have documented Ms. [redacted] concerns with Sears Auto Center and agreed to replace her missing hubcap, 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