February 18, Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: - Paul S Simonis Dear MsVirghes: We have not fully completed our investigation of MrSimonis’ complaint regarding his wall oven
We apologize for the delay in responding to this complaintWe are currently waiting the completion of service for MrSimonis which is scheduled for Monday February 22, with a senior tech to address the issues he is having 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, Vanessa LSteele Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct [email protected]
Initial Business Response /* (1000, 8, 2015/02/27) */
February 27,
***
***
We are working with *** on the repairs for his Kenmore Dryer
We apologize for the delay in responding to this complaintOur Sears service technician was able to confirm the drum in ***'s dryer was cracking at the weldWe are currently waiting the delivery of parts to complete the repair of ***'s Dryer at no cost to himIn the interim, should *** have any questions, he may contact me unit directly at ***
We apologize again and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
April 12, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her allegation that her
refund was taken by a Kmart associate and her request to still receive a refund of $277.90. The store does not recall *** *** bringing her concerns to their attention until approximately DecemberRegardless though of whether it was months later, as *** *** indicates in her version of events or months later, we feel she waited too long to bring forth these allegationsIt was her responsibility to review the refund receipt provided to her, and that receipt showed she had been refunded in cashWe do this because with debit card purchases, they are the same as cash or check and our system recognizes them as that; it will not allow us to credit these back to a card. So for debit cards we issue a refund in cash, or if it is for a large amount, we send a mailed bank check With that said, the receipt clearly denotes the tender and if *** *** had looked at it, she would have seen that she was refunded in cashIn that way if she did not receive cash, she could have said something right thenSince she waited so long before she said something to the store, at that time they could only go by the over/short logs and the logs do not show there was an overage that day, which would normally be the case if a refund was not given out after being processed*** *** then feels that this meant the cashier took this money, but this is unsubstantiated, plus there were no prior complaints of this happening from other customers that also received debit card refunds via cashUnfortunately we were unable to review any video, again, because too much time had passed and we could not interview the associate because she was no longer working at that storeGenerally any questions regarding over/shorts and/or any allegations regarding theft, are made within a day or so, and that way we have a better chance to conduct an in-depth investigation In the absence of that, since our records show that we refunded *** *** in cash, and she has not presented any proof to substantiate her contention otherwise, we are unable to issue her a second refund and have therefore 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*** *** *** ***
Complaint: ***
I am rejecting this response because: I was not made aware of their return policy. I did not see what Sears claims is their return policy posted at every register. Their sales associate did not make me aware. Unlike most stores the return policy is not clearly printed on the receipt.
Sincerely,
*** ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a
dishwasher purchased from Sears Outlet*** ***,
Sears Outlet District Sales
Manager provided the following response:It
is unfortunate that we failed *** *** expectations when the dishwasher
purchased from the *** Sears Outlet failed to meet his expectationsWe
value *** *** patronage, but can understand how the series of events noted
in his complaint has caused him to lose faith in Sears Outlet CentersWe can assure
*** *** that his concerns were forwarded to my office review, so future
problems of this nature can be averted. We can only reiterate that we do
not condone how he was treated and that we truly regret that we failed his
expectationsWe hope that *** *** will allow us another opportunity in the
future to provide him with the type of customer service that Sears Outlet has our
reputation upon, but we would understand if this is not possibleWe have
processed an exchange and have ordered *** *** a new *** dishwasher
The unit is due to be received at the local Merchandise Distribution Outlet on
Saturday, November 7, We expect the local installer to be contacting *** *** to schedule the unit’s installation by Monday, November 9, Sears
Outlet is covering the cost of installation as a gesture of good customer service
Since we have noted the actions taken to resolve *** *** complaint, we ask that
this complaint be closedWe 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,*** *** *** *** *** ***
Complaint: ***
I am rejecting this response because I have attempted to contact *** *** via phone and email several times and have had not response Please see outline of communication and result in attached document
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:Sears got back to me and revised the response to be the replacement cost of the unit in the form of a Sears not to exceed amount of $479.99. I accepted that settlement and have acquired a new vacuum using that voucher. I am satisfied that Sears has resolved my issue. There is no warranty on the new unit since it is a strict replacement of the original and there was no warranty left on the old unit.
Sincerely,
*** ***
March 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
Dear *** ***
We have completed the investigation of Ms*** rebuttal regarding her recent visit to one of our auto centers
We have received Ms*** rebuttal and do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for additional compensation. Due to the nature of Ms*** concerns, we opened a claim with ***, our third-party claims adjusterThe claim was denied as it was found that there was no wrongdoing on behalf of Sears. As clarification, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon ***’s actions; their decision on any claim is final. 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. In Ms*** case we do apologize that we failed her expectations, but we feel that refunding $fopr the coolant exchangeis relative to the circumstances and our decision is final.
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 Complaints Specialist
***
***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding repairs to his refrigeratorI have emailed Mr*** and informed him
that we are not able to replace his refrigerator since it is no longer covered by the manufacturer’s warranty, nor is it covered by a Sears Protection AgreementThat said, I have placed a one year Repair Protection Agreement (RPA) on the refrigerator which will expire on January 4, I have asked Mr*** to schedule and have another service call on the refrigerator and if after service the unit fails and I can have a technician verify the failure, I will replace the unitSince we have provided Mr*** with a one year RPA to cover his refrigerator and have noted our additional request for service, we ask that this complaint be closed pending future contactWe 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 ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears
Home Services and repairs to her portable air conditioner*** *** District
Service Manager from Sears Home Services approved the
authorization to replace *** *** portable air conditionerThat said, the
authorization is noted in our repair/replace system and is referenced under her
phone number ending in *** All *** *** needs to do is go to her local
Sears and advise her sales associate that her unit has been approved for
replacementThe sales associate will assist with processing the replacementSince
we have noted the authorization to replace *** *** portable air
conditioner, we ask that this complaint be closedWe 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,*** *** *** *** *** ***
Initial Business Response /* (1000, 5, 2014/11/19) */
November 19,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding
her dissatisfaction with the loss of a $off coupon when her kmart.com order was cancelled
It is unfortunate that we failed *** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for reviewAdditionally, we sent an email directly to *** on November 19, 2014, to inform her that we issued a $eGift card to her via the email address she used to place her order*** can expect to receive her eGift card within hours and is welcome to reply to the email sent by our customer service advisor if she has any further questions about this issue or her refundAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future *** 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 possibleWe respectfully ask to have this matter closed since we have noted *** comments and the requested resolution has been provided
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
December 1, 2015Nita ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611Re: Carlos *** - #
10972036Dear Ms***:We have completed the
investigation of Mr***’s complaint regarding his refrigerator repair.First, we would like to
apologize to Mr
*** for failing his expectations in regard to his
refrigerator repairOur records show that Mr*** has had three repairs
completed to his refrigerator, primarily involving his icemaker. The last repair was completed on November 25,
2015, with the replacement of the filter housing and water valve. Furthermore, a review of the notes within our
service system does not show any documentation recommending a replacement. At this time, we are unable to provide Mr
*** with an exchange, but we have processed a one-year Repair Protection
Agreement (RPA) for his refrigerator; the coverage is to begin upon the
expiration of the manufacturer’s warranty on April 8, 2016. Thereby, providing Mr*** with an
extra year of coverage for any needed repairs and a replacement if it is determined
that his refrigerator cannot be repaired.
With that said, since we have completed the repair to Mr***’s refrigerator
and provided the aforementioned concession, we ask that this matter be closed.Again, we apologize to Mr
*** and we appreciate the opportunity to address this matter. Sincerely,Melissa ***Regulatory Complaints
Specialist
Initial Business Response /* (1000, 5, 2014/12/21) */
December 21,
***
***
***
***
***
***
We have completed the investigation of *** complaint
regarding layaway items that were canceled without her authorization
Within the last week, we encountered system issues that caused some of our online layaway customers to receive inadvertent cancellation notices for their layaway contracts after they had paid them off, which may have potentially caused them not receive certain items they orderedWe have released press statements apologizing to any of our customers affected by this online layaway issueWe would like to note that this issue is specific to online layaway contracts completed as ship-to-home, and has not impacted in-store layawaysWe were in the process of contacting the affected customers prior to our receipt of any complaints from your agency, and in most cases we have already started working with our customer to resolve the issue
With that having been said, not all of the affected contracts were cancelledMany have already received some of the items that they ordered through online layawayAdditionally, we've been able to find many of the undelivered items through our supply channels and we plan to leverage alternative sources to try and locate any remaining itemsWe understand that this is a special time of year and we are working hard to find and deliver these items to our customers before the holidays even if this means that we may need to offer expedited and/or free shipping to those affected
In *** case, we have contacted our team appointed for handling of these issues and they have confirmed they have resolved her complaint by issuing a gift card in the amount of $and another in the amount of $to her on December 20, 2014, as an apology for the two items canceled from her orderIf she has any further questions, she is welcome to contact our Layaway Resolution Team at ***Since we documented *** layaway issue and provided her with an equitable resolution, we ask to have this matter closed
Again, we apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
Complaint: ***
I am rejecting this response because: Although it is nice that the business did contact me to resolve a recent problem involving (screwdrivers as mentioned) my complaint is not solely based on this most recent issueI have on more than a dozen times had *** tools that were damaged and in need repair or replacement only to be turned away by the associates as well as managementMost of the time the responses coming from the associates/managers are that *** Tools are not being covered by the waranty now unless a receipt is provided, or *** Tools carry now warranty if they have any rust on them as they consider that misuse/abuse brought on by the consumerMany of the original *** tools have been discontinued and are not being exchanged for similar/like tools, The vast majority of *** tools are now being produced in China instead of the USA which has greatly lowered the integrity of the tools in both name and performance as the metals used in production are weaker and the tools are not produced to the same standards as the originally wereThe simple fact that the "FOREVER WARANTY" has been tested and found to be inaccurate on so many occasions and by so many individuals has proved that the company is falsely misleading consumers into believing that if they buy a *** tool then they will have no issues or problems with exchanging it for a new item or having the old item repaired at no additional costThis is simply not true anymore and the very very large collection of *** tools that I currently own are not worthy of the name anymoreI will continue to pursue this complaintAs I am now gathering a current inventory of all my *** ToolsAs well as contacting other parties (fellow mechanics/machinist/farmers/etcfrom across the country as it appears that I am not the only person having issues with the *** Exchange Policy
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding a dishwasher purchased from Sears*** *** notes in his
complaint that his dishwasher has not worked the majority of the time that he has owned itThe dishwasher was installed in November and the first time we heard from *** *** was in December If the unit was not working for the majority of the time it was owned, we don’t understand why we weren’t contacted while the dishwasher was still under warrantyThat said, notes from our service system indicate that *** *** dishwasher was not fully accessible to the technician who was dispatched to the homePer the terms and conditions of the Master Protection Agreement (MPA), it is a consumer’s responsibility to ensure that a covered item is easily accessibleThe MPA states verbatim: SAFETY AND ACCESSIBILITYIn the event that Sears Repair determines that it cannot service your Covered Product due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable causeIn order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home; provide a safe, non-threatening environment and clear access to the Covered ProductFailure to comply with these conditions may be cause for cancellation of this AgreementThat said, *** *** requests a refund of the purchase price of his dishwasher as well as a refund for the MPAWe feel it is important to remind *** *** that he had days in which to return the dishwasher for a full refundSince we are now almost months past the time in which the dishwasher was eligible to be returned for a refund, we will not be providing a refund to *** ***The MPA is in force until November 25, 2019, if *** *** wants to cancel the remainder of his MPA, he can contact our service contracts office at *** to discuss a prorated refundThat said, we ask that this complaint be closedWe apologize to *** *** 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 ***
February 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with the refund amount he received for the return of
the battery he returnedFirstly we would like to apologize for the inconvenience and disappointment that *** *** may have experienced upon having problems with two new batteriesWe want to assure *** *** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe contacted *** *** and discussed his concerns regarding the refund amount*** *** stated that when he purchased the initial new battery we provided him a $credit for his defective batteryWe explained that since the battery price was $74.99, we provided him with a $tradiscount for his used battery, so his out of pocket expense was $+ tax for a total of $When he returned the new battery, we issued him a credit of $64.19, which is the amount he paid*** *** stated that he is requesting the $credit because we did not return his used batteryAs clarification, *** *** non-working, used battery had already been hauled away and properly disposed ofWe explained to *** *** that we cannot return his used battery since it had already been disposed of and he had been provided a discounted price as a trafor the batteryFor customer satisfaction, we have issued *** *** a credit of $via a bank check*** *** should receive the check within business daysWith that being said, since we did provide *** *** with his desired resolution, 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 *** *** ***
October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding a coupon she wished to use on a purchase she made
recently
Assistant Manager *** ***r provided the following response:
As clarification, *** *** was trying to use a coupon she accessed through a third party site, *** ** *** and it did not have any of the exclusions listedWe showed *** *** our advertisement and signage that clearly noted that the bed she wanted would be excluded from such a promotion due to the already deeply discounted price, but she went ahead with her purchase even though we told her it did not applyNow she wants us to give her the discount anywayWhile we appreciate *** *** patronage, we do not feel her request is reasonable; especially since we notified her before she bought it that it was excludedFor this reason, we will be unable to grant her requestShould *** *** have any further questions or concerns, I (*** may be reached during business hours at *** ***In light of the aforementioned information, we respectfully ask that this matter be considered closed
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
***
Complaint: ***
I am rejecting this response because:*** *** is quite correct contained with in the email is the statement Sears "shall not be held liable for errors commissions in pricing" however that same statement goes on to say "in the event of an error, we will make every effort to accommodate our customer" - with the response received I do not feel that they have even come close to achieving such.Please note that being kept on hold for nearly an hour and then hung up on was not even addressed.I still believe a company such as Sears should stand by prices published and in my opinion am surprized at the poor customer service received in this matter to date
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL 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 ***
February 18, Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: - Paul S Simonis Dear MsVirghes: We have not fully completed our investigation of MrSimonis’ complaint regarding his wall oven
We apologize for the delay in responding to this complaintWe are currently waiting the completion of service for MrSimonis which is scheduled for Monday February 22, with a senior tech to address the issues he is having 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, Vanessa LSteele Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct [email protected]
Initial Business Response /* (1000, 8, 2015/02/27) */
February 27,
***
***
We are working with *** on the repairs for his Kenmore Dryer
We apologize for the delay in responding to this complaintOur Sears service technician was able to confirm the drum in ***'s dryer was cracking at the weldWe are currently waiting the delivery of parts to complete the repair of ***'s Dryer at no cost to himIn the interim, should *** have any questions, he may contact me unit directly at ***
We apologize again and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
April 12, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her allegation that her
refund was taken by a Kmart associate and her request to still receive a refund of $277.90. The store does not recall *** *** bringing her concerns to their attention until approximately DecemberRegardless though of whether it was months later, as *** *** indicates in her version of events or months later, we feel she waited too long to bring forth these allegationsIt was her responsibility to review the refund receipt provided to her, and that receipt showed she had been refunded in cashWe do this because with debit card purchases, they are the same as cash or check and our system recognizes them as that; it will not allow us to credit these back to a card. So for debit cards we issue a refund in cash, or if it is for a large amount, we send a mailed bank check With that said, the receipt clearly denotes the tender and if *** *** had looked at it, she would have seen that she was refunded in cashIn that way if she did not receive cash, she could have said something right thenSince she waited so long before she said something to the store, at that time they could only go by the over/short logs and the logs do not show there was an overage that day, which would normally be the case if a refund was not given out after being processed*** *** then feels that this meant the cashier took this money, but this is unsubstantiated, plus there were no prior complaints of this happening from other customers that also received debit card refunds via cashUnfortunately we were unable to review any video, again, because too much time had passed and we could not interview the associate because she was no longer working at that storeGenerally any questions regarding over/shorts and/or any allegations regarding theft, are made within a day or so, and that way we have a better chance to conduct an in-depth investigation In the absence of that, since our records show that we refunded *** *** in cash, and she has not presented any proof to substantiate her contention otherwise, we are unable to issue her a second refund and have therefore 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*** *** *** ***
Complaint: ***
I am rejecting this response because: I was not made aware of their return policy. I did not see what Sears claims is their return policy posted at every register. Their sales associate did not make me aware. Unlike most stores the return policy is not clearly printed on the receipt.
Sincerely,
*** ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a
dishwasher purchased from Sears Outlet*** ***,
Sears Outlet District Sales
Manager provided the following response:It
is unfortunate that we failed *** *** expectations when the dishwasher
purchased from the *** Sears Outlet failed to meet his expectationsWe
value *** *** patronage, but can understand how the series of events noted
in his complaint has caused him to lose faith in Sears Outlet CentersWe can assure
*** *** that his concerns were forwarded to my office review, so future
problems of this nature can be averted. We can only reiterate that we do
not condone how he was treated and that we truly regret that we failed his
expectationsWe hope that *** *** will allow us another opportunity in the
future to provide him with the type of customer service that Sears Outlet has our
reputation upon, but we would understand if this is not possibleWe have
processed an exchange and have ordered *** *** a new *** dishwasher
The unit is due to be received at the local Merchandise Distribution Outlet on
Saturday, November 7, We expect the local installer to be contacting *** *** to schedule the unit’s installation by Monday, November 9, Sears
Outlet is covering the cost of installation as a gesture of good customer service
Since we have noted the actions taken to resolve *** *** complaint, we ask that
this complaint be closedWe 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,*** *** *** *** *** ***
Complaint: ***
I am rejecting this response because I have attempted to contact *** *** via phone and email several times and have had not response Please see outline of communication and result in attached document
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:Sears got back to me and revised the response to be the replacement cost of the unit in the form of a Sears not to exceed amount of $479.99. I accepted that settlement and have acquired a new vacuum using that voucher. I am satisfied that Sears has resolved my issue. There is no warranty on the new unit since it is a strict replacement of the original and there was no warranty left on the old unit.
Sincerely,
*** ***
March 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
Dear *** ***
We have completed the investigation of Ms*** rebuttal regarding her recent visit to one of our auto centers
We have received Ms*** rebuttal and do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for additional compensation. Due to the nature of Ms*** concerns, we opened a claim with ***, our third-party claims adjusterThe claim was denied as it was found that there was no wrongdoing on behalf of Sears. As clarification, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon ***’s actions; their decision on any claim is final. 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. In Ms*** case we do apologize that we failed her expectations, but we feel that refunding $fopr the coolant exchangeis relative to the circumstances and our decision is final.
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 Complaints Specialist
***
***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding repairs to his refrigeratorI have emailed Mr*** and informed him
that we are not able to replace his refrigerator since it is no longer covered by the manufacturer’s warranty, nor is it covered by a Sears Protection AgreementThat said, I have placed a one year Repair Protection Agreement (RPA) on the refrigerator which will expire on January 4, I have asked Mr*** to schedule and have another service call on the refrigerator and if after service the unit fails and I can have a technician verify the failure, I will replace the unitSince we have provided Mr*** with a one year RPA to cover his refrigerator and have noted our additional request for service, we ask that this complaint be closed pending future contactWe 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 ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears
Home Services and repairs to her portable air conditioner*** *** District
Service Manager from Sears Home Services approved the
authorization to replace *** *** portable air conditionerThat said, the
authorization is noted in our repair/replace system and is referenced under her
phone number ending in *** All *** *** needs to do is go to her local
Sears and advise her sales associate that her unit has been approved for
replacementThe sales associate will assist with processing the replacementSince
we have noted the authorization to replace *** *** portable air
conditioner, we ask that this complaint be closedWe 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,*** *** *** *** *** ***
Initial Business Response /* (1000, 5, 2014/11/19) */
November 19,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding
her dissatisfaction with the loss of a $off coupon when her kmart.com order was cancelled
It is unfortunate that we failed *** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for reviewAdditionally, we sent an email directly to *** on November 19, 2014, to inform her that we issued a $eGift card to her via the email address she used to place her order*** can expect to receive her eGift card within hours and is welcome to reply to the email sent by our customer service advisor if she has any further questions about this issue or her refundAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future *** 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 possibleWe respectfully ask to have this matter closed since we have noted *** comments and the requested resolution has been provided
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
December 1, 2015Nita ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611Re: Carlos *** - #
10972036Dear Ms***:We have completed the
investigation of Mr***’s complaint regarding his refrigerator repair.First, we would like to
apologize to Mr
*** for failing his expectations in regard to his
refrigerator repairOur records show that Mr*** has had three repairs
completed to his refrigerator, primarily involving his icemaker. The last repair was completed on November 25,
2015, with the replacement of the filter housing and water valve. Furthermore, a review of the notes within our
service system does not show any documentation recommending a replacement. At this time, we are unable to provide Mr
*** with an exchange, but we have processed a one-year Repair Protection
Agreement (RPA) for his refrigerator; the coverage is to begin upon the
expiration of the manufacturer’s warranty on April 8, 2016. Thereby, providing Mr*** with an
extra year of coverage for any needed repairs and a replacement if it is determined
that his refrigerator cannot be repaired.
With that said, since we have completed the repair to Mr***’s refrigerator
and provided the aforementioned concession, we ask that this matter be closed.Again, we apologize to Mr
*** and we appreciate the opportunity to address this matter. Sincerely,Melissa ***Regulatory Complaints
Specialist
Initial Business Response /* (1000, 5, 2014/12/21) */
December 21,
***
***
***
***
***
***
We have completed the investigation of *** complaint
regarding layaway items that were canceled without her authorization
Within the last week, we encountered system issues that caused some of our online layaway customers to receive inadvertent cancellation notices for their layaway contracts after they had paid them off, which may have potentially caused them not receive certain items they orderedWe have released press statements apologizing to any of our customers affected by this online layaway issueWe would like to note that this issue is specific to online layaway contracts completed as ship-to-home, and has not impacted in-store layawaysWe were in the process of contacting the affected customers prior to our receipt of any complaints from your agency, and in most cases we have already started working with our customer to resolve the issue
With that having been said, not all of the affected contracts were cancelledMany have already received some of the items that they ordered through online layawayAdditionally, we've been able to find many of the undelivered items through our supply channels and we plan to leverage alternative sources to try and locate any remaining itemsWe understand that this is a special time of year and we are working hard to find and deliver these items to our customers before the holidays even if this means that we may need to offer expedited and/or free shipping to those affected
In *** case, we have contacted our team appointed for handling of these issues and they have confirmed they have resolved her complaint by issuing a gift card in the amount of $and another in the amount of $to her on December 20, 2014, as an apology for the two items canceled from her orderIf she has any further questions, she is welcome to contact our Layaway Resolution Team at ***Since we documented *** layaway issue and provided her with an equitable resolution, we ask to have this matter closed
Again, we apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
Complaint: ***
I am rejecting this response because: Although it is nice that the business did contact me to resolve a recent problem involving (screwdrivers as mentioned) my complaint is not solely based on this most recent issueI have on more than a dozen times had *** tools that were damaged and in need repair or replacement only to be turned away by the associates as well as managementMost of the time the responses coming from the associates/managers are that *** Tools are not being covered by the waranty now unless a receipt is provided, or *** Tools carry now warranty if they have any rust on them as they consider that misuse/abuse brought on by the consumerMany of the original *** tools have been discontinued and are not being exchanged for similar/like tools, The vast majority of *** tools are now being produced in China instead of the USA which has greatly lowered the integrity of the tools in both name and performance as the metals used in production are weaker and the tools are not produced to the same standards as the originally wereThe simple fact that the "FOREVER WARANTY" has been tested and found to be inaccurate on so many occasions and by so many individuals has proved that the company is falsely misleading consumers into believing that if they buy a *** tool then they will have no issues or problems with exchanging it for a new item or having the old item repaired at no additional costThis is simply not true anymore and the very very large collection of *** tools that I currently own are not worthy of the name anymoreI will continue to pursue this complaintAs I am now gathering a current inventory of all my *** ToolsAs well as contacting other parties (fellow mechanics/machinist/farmers/etcfrom across the country as it appears that I am not the only person having issues with the *** Exchange Policy
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding a dishwasher purchased from Sears*** *** notes in his
complaint that his dishwasher has not worked the majority of the time that he has owned itThe dishwasher was installed in November and the first time we heard from *** *** was in December If the unit was not working for the majority of the time it was owned, we don’t understand why we weren’t contacted while the dishwasher was still under warrantyThat said, notes from our service system indicate that *** *** dishwasher was not fully accessible to the technician who was dispatched to the homePer the terms and conditions of the Master Protection Agreement (MPA), it is a consumer’s responsibility to ensure that a covered item is easily accessibleThe MPA states verbatim: SAFETY AND ACCESSIBILITYIn the event that Sears Repair determines that it cannot service your Covered Product due to poor accessibility or unsafe working conditions or that it cannot restore your Covered Product to safe working conditions due to reasons beyond the scope of this Agreement, such as, but not limited to, code violations, improper storage, improper installation that was not performed or authorized by Sears, use or movement of the product or equipment, including the failure to follow the owner’s manual instructions including the failure to place the product or equipment in an area that complies with the manufacturer's published space or environmental requirements, Sears Repair will not be required to proceed until you remedy the applicable causeIn order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home; provide a safe, non-threatening environment and clear access to the Covered ProductFailure to comply with these conditions may be cause for cancellation of this AgreementThat said, *** *** requests a refund of the purchase price of his dishwasher as well as a refund for the MPAWe feel it is important to remind *** *** that he had days in which to return the dishwasher for a full refundSince we are now almost months past the time in which the dishwasher was eligible to be returned for a refund, we will not be providing a refund to *** ***The MPA is in force until November 25, 2019, if *** *** wants to cancel the remainder of his MPA, he can contact our service contracts office at *** to discuss a prorated refundThat said, we ask that this complaint be closedWe apologize to *** *** 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 ***
February 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with the refund amount he received for the return of
the battery he returnedFirstly we would like to apologize for the inconvenience and disappointment that *** *** may have experienced upon having problems with two new batteriesWe want to assure *** *** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe contacted *** *** and discussed his concerns regarding the refund amount*** *** stated that when he purchased the initial new battery we provided him a $credit for his defective batteryWe explained that since the battery price was $74.99, we provided him with a $tradiscount for his used battery, so his out of pocket expense was $+ tax for a total of $When he returned the new battery, we issued him a credit of $64.19, which is the amount he paid*** *** stated that he is requesting the $credit because we did not return his used batteryAs clarification, *** *** non-working, used battery had already been hauled away and properly disposed ofWe explained to *** *** that we cannot return his used battery since it had already been disposed of and he had been provided a discounted price as a trafor the batteryFor customer satisfaction, we have issued *** *** a credit of $via a bank check*** *** should receive the check within business daysWith that being said, since we did provide *** *** with his desired resolution, 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 *** *** ***
October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding a coupon she wished to use on a purchase she made
recently
Assistant Manager *** ***r provided the following response:
As clarification, *** *** was trying to use a coupon she accessed through a third party site, *** ** *** and it did not have any of the exclusions listedWe showed *** *** our advertisement and signage that clearly noted that the bed she wanted would be excluded from such a promotion due to the already deeply discounted price, but she went ahead with her purchase even though we told her it did not applyNow she wants us to give her the discount anywayWhile we appreciate *** *** patronage, we do not feel her request is reasonable; especially since we notified her before she bought it that it was excludedFor this reason, we will be unable to grant her requestShould *** *** have any further questions or concerns, I (*** may be reached during business hours at *** ***In light of the aforementioned information, we respectfully ask that this matter be considered closed
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
***
Complaint: ***
I am rejecting this response because:*** *** is quite correct contained with in the email is the statement Sears "shall not be held liable for errors commissions in pricing" however that same statement goes on to say "in the event of an error, we will make every effort to accommodate our customer" - with the response received I do not feel that they have even come close to achieving such.Please note that being kept on hold for nearly an hour and then hung up on was not even addressed.I still believe a company such as Sears should stand by prices published and in my opinion am surprized at the poor customer service received in this matter to date
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL 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: I was only refunded
Sincerely,
*** ***