February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his water heater
According to our records, Mr*** issue with his water heater has been resolvedIt seems that it was discovered after extensive searching that the water lines were crossed some distance from the installation point of the unit, but that has been remedied nowWe apologize for any inconvenience Mr*** may have experienced as a result of this issue Again, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Initial Business Response /* (1000, 5, 2014/11/17) */
November 17,
***
***
***
***
***
***
***
***
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 affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerI have spoken to *** and after reviewing his account, I was able to address his concernsI was able to provide directive for *** to reach the appropriate department for his service scheduling needs as well as assisting in scheduling an additional service he needed to have completed on another unitThe service on ***'s additional HVAC unit was scheduled for November 14, *** has confirmed that the service is complete and he is happy
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value *** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at *** or via email at ***
***
***
***
***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** We have not completed the investigation of *** *** complaint regarding Sears Home Services and repairs to her washer*** ***
Sears Home Services, District Operations Supervisor provided the following response: Calls have been made and messages left for *** ***, as of this morning they have not been returnedTherefore we are asking the Revdex.com to accept this letter as Sears written request to have *** *** contact me at *** so that I can address her concernsOnce we have been given the opportunity to service the machine we will provide a more detailed responseWe 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 ***
May 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his dissatisfaction that he was denied an exchange on his recently purchased
lawn mowerAs clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is listed on Sears.com for review and it states that, for most items, a customer has days from the date of their original purchase to make a returnSince Mr*** mower was delivered on December 1, 2015, and our records indicate that he called to exchange it on May 3, 2016, he was clearly over the 30-day “hassle-free” return or exchange periodRegrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itIf we made an exception for MrRussell, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAs this is in accordance with our posted polices, we ask to have this matter closedWe apologize to MrRussell 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 *** ***
***.***@searshc.com
January 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of Mr*** complaint regarding his allegation of not receiving his
online order Our records indicate that Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the vendor was * * * ***, located at *** *** * *** *** *** ** ***, with an email address of *** and telephone number (*** *** We received a response from * * * *** today January 4, 2016, confirming that the package was signed by Mr*** on December 18, 2015, according to the *** tracking number *** In closure, since Mr*** made a purchase with a Third Party Marketplace Vendor, we are unable to honor his requestAs this decision is in accordance to our posted terms and conditions, we have closed our file 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
Complaint: ***
I am rejecting this response because:I am only rejecting the response due to the fact that a resolution is not yet reachedMy on;y other option from what I understood was to accept it as being solved and the problem has so far merely been addressed.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: the refund took months and the seller wouldn't contact neither Sears nor myselfI feel Sears needs to make sure they aren't letting scam artists sell on their website and if they do and there is a problem, the matter should be resolved quickly and on their endI had to call countless times to advocate for myself, but Sears didn't do much
Sincerely,
*** ***
April 27, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the replacement she was authorized to receive for
her refrigerator. We would first like to make it clear that the Master Protection Agreement (MPA) has always stipulated that if a replacement is authorized it is for a “comparable item”This has been the case for decades under this contract and there has never been a point that we have allowed a customer with a covered product under the MPA to use the authorization towards a different applianceDue to this, we have a hard time believing that various individuals in the company would have informed *** *** she could do this, as it is not something that is ever doneIt is possible that they just did not understand that she was receiving an authorized replacement under her MPA versus some type of exchangeThe latter is only an option within about days of purchase and in that case, different merchandise can be selectedIf she referred to it as a “credit” they may have assumed that she was given a gift card for a previous refund and that also could have been used towards any merchandiseAn authorization though under a contract is, and has always been, good for only like merchandise With that said, when *** *** was given authorization in December of 2015, she did not technically meet the terms for replacement under the criteria set forth in the MPA; in fact just the day before her request for a replacement under the “no lemon guarantee” clause had been deniedHowever, a decision was made to make an exception and on December 5th she was authorized for up to $to be used towards a comparable refrigeratorGenerally when this happens it then sends the particulars to the email address on fileRight now we show that to be *** *** *** said she never received this and yet she apparently never called prior to April to find out this informationWhen she called in April, her day period to select a new item had expired, which meant that she would have had to start the authorization process all over from scratch However, since she advised she never received the authorization information, yet another substantial exception was made for her and they renewed her authorization on April 8, 2016, for days from that date Apparently the agent assisting her after this was unaware that the authorization was reopened, and informed *** *** that she would need to start all overAgain, while this was technically correct to the terms of the MPA, it was rendered incorrect by the exception that was made as a one-time courtesyThis authorization is still in our system and any Sears store would be able to access this once *** *** provides them with the phone number her records are under, which differs from the phone number she listed on this complaint. We would recommend that *** *** select her new refrigerator prior to the expiration of the courtesy renewal that was given to her, as after that time the authorization will be null and voidWe are unable to honor her request to either apply the authorization towards different merchandise or to keep extending it until she feels like using it somewhere down the roadAgain, if it is not used within days of April 8, 2016, it will no longer be valid and *** *** would need to requalify for a replacement under the terms of her MPA (and as we mentioned she did not quite meet these terms in the first place when we issued her the authorization)In the interim, since we have actually made several exceptions for *** *** within the parameters of those things where we can make exceptions, and her requested resolutions are too far outside options that would be available, we have closed our file We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***
Complaint: ***
I am rejecting this response because: Nowhere in the business response is it noted that I vehemently disagree with what was supposedly found with my mowerThe mower that was returned had severe damage while the mower that was dropped off was simply having trouble getting started and essentially needed a tune upThe business called me a liar and said there was no chance this damage occurred in their handsThe business made it clear they had no intention of helping the situation, then offered a 25% refund on the new mower, which was then lowered to 15%As I had to move on with my day and return to work, I had no choice but to accept this since the representative said I could not speak to anyone else and that they wouldn't help me either anyway because he had the final say and he is choosing not to helpI would at least like it clearly noted that my mower did NOT have this damage when dropped off, but since I couldn't provide video of the mower running at the time of drop off, the company chooses to say I am a liar and not helpI was assured this would be in the report , but clearly that was a lie on their partI have also received no follow up from he store or any of the employees who assured me my mower should and would be repaired, who are also liars.
Sincerely,
*** ***
December 2, 2015Nita *** Revdex.com North Wabash Ave.,
Ste#2006Chicago, IL 60611Re: Anthony M*** - # 10955433Dear Ms***,We have not completed the
investigation of Mr***’s complaint regarding his refrigerator.Mr*** is currently
scheduled to
have a technician install parts that were ordered on December 4,
Due to the time constraints, we are submitting this pending letter to advise
you of our intentions and to request additional time to address this
matter. We are confident that the repairs will resolve
the issues with Mr***’s refrigerator, but we ask that this case remain
open, pending the completion of Mr***’s repair. Thank you for your patience.Again, we apologize to
Mr*** and we appreciate the opportunity to address this matterSincerely, Melissa *** Regulatory Complaints
Specialist
March 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** ***: We have completed the investigation of *** *** complaint regarding his dissatisfaction with delay in the repair of his refrigeratorFirstly we
would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe 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 furtherUnfortunately, we do have times where the repair that was completed does not resolve the issue and this is usually not discovered until the customer has a chance to let the item run for a whileRegrettably, that is the case with *** *** refrigerator as it can take up to hours to coolOn February 5, our technician ordered an Evaporator/Heater Assembly and installed the part on February 13, *** *** called us on February 15, and reported that the freezer section of the refrigerator was not workingOn February 22, our technician ran an extensive leak test through the sealed systemThe refrigerator/freezer continued to have problems and on March 9, our technician discovered that there was an issue with the capillary tube in the Evaporator/Heater Assembly that was previously installedThe component is extremely fragile and could have been compromised during handling or shipmentA new Evaporator/Heater Assembly was installed and our technician followed up with *** *** on March 10, to confirm that the unit is workingOur technician confirmed that he had been in constant contact with *** *** throughout the repairOur technician also reported that *** *** had mentioned that he had not been using this unit for quite some time due to the cooling issues and has been using another refrigerator to store his foodOn March 15, *** *** Customer Advocate for Unit *** contacted *** *** and offered him a $gift card for his inconvenience due to the delay in the repair*** *** did not accept the offer and requested up to $in food loss and a full refund on the labor and partsWe feel our offer is more than reasonable considering that the refrigerator has been repaired, and the fact that *** *** already accepted a $in gift cards instead of food loss reimbursementAccording to our records, *** *** called in on February 15, and requested food loss reimbursementHe was informed that he did not qualify for food loss and he accepted a $gift card instead which was issued on February 15, *** *** then called our Customer Solutions team on February 22, and requested food loss reimbursementHe was reminded that he did not qualify for food loss without warranty coverage; however, for customer satisfaction was offered an additional $gift card instead of food loss reimbursement and he accepted the offerWe researched and discovered that due to an error, the gift card was not processed and we issued the gift card on March 16, *** *** should receive the gift card within business daysWith that being said, since we have addressed the concerns, brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 27, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and non-receipt of an item she ordered from sears.com and one she ordered from a marketplace seller hosted on the sears.com website It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund of $was issued to her *** account ending in *** on December 30, 2015, for the Craftsman drill ordered from Sears, and $was issued to her *** account on December 21, 2015, for the Dirt Devil Junior Lights Sounds Upright Toy Vacuum Cleaner she ordered from a seller hosted on the Sears website. We would also like to offer Ms*** a $gift card as an apology for this issue. She may contact Regulatory Complaint Specialist *** *** at *** within thirty days from the date of this letter if she would like to accept. In the interim, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed pending Ms*** response, since we have noted her comments and an equitable resolution has been proposed 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 *** *** *** ***
Initial Business Response /* (1000, 8, 2015/01/28) */
January 28,
***
***
***
***
***
***
We have completed our investigation of *** complaint regarding his
recent customer service experience with his purchased appliances
We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed *** expectationsAfter reviewing *** complaint and our records, we were able to determine that *** purchased an ** washer and dryer set on December The delivery date was scheduled for December Due to the manufacture not being able to fill ***s order, the delivery was rescheduled on several occasionsEventually ***s order was canceledOur records also show that a new order was processed on January for a Kenmore washer and dryer setThe delivery was scheduled for January 2015, which has since been completedWe hope that ***s purchased appliance will provide him with long term satisfactionAs an apology, we issued *** a check in the amount of $We ask *** to allow 7-business days to arrive via ***Since the delivery of ***s washer and dryer has since been completed and courtesy compensation was provided, we have closed our files
We apologize to *** on behalf of Sears Holdings Corporation for the inconvenience he has experienced and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
Initial Business Response /* (1000, 5, 2015/02/06) */
Contact Name and Title: ***
Contact Phone: ***
February 6,
***
***
***
***
***
***
We
have completed the investigation of *** complaint regarding her allegation that we were billing her twice for the one $deductible she owed
We would first like to clarify that when one of our customers pays with a credit card, the technician swipes the card to generate the chargeIf everything works properly then the payment reflects in our computer system and it also bridges over and charges to the consumer's account alsoIn *** case, while she states the technician swiped her card and gave her a receipt, we do not show that the payment bridged over into our computer systemAs such, even with the receipt, we would have to verify with our Detail Control Center (the same group that handles charge back requests) that the charge actually posted to her account rather than just put funds on hold
We found records where *** was in fact attempting to send over the receipt in question and we were also contacted by her home warranty companyIn the midst of our investigation where we had still not verified that the charge actually posted to her account, her home warranty company decided to have us bill them for the disputed amountAccordingly, *** collection account was removed and it now reflects that she does not owe us any chargesIf she receives anything dated after January 30, 2015, that involves any further collection efforts for the $debt, then she is welcome to contact me at *** so that I can assist furtherIn the interim, since *** home warranty company has agreed to be billed the disputed amount so she has received her requested resolution by having the invoice paid, we have closed our file
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,
***
***
***
***
Initial Consumer Rebuttal /* (3000, 12, 2015/04/03) */
Hi, This matter seemed to have come to a very acceptable resolutionHowever, Sears is once again billing me for the serviceI have recieved an invoice dated 3/23/Invoice # *** for services on 11/26/So apparently this is not resolved
Final Business Response /* (4000, 14, 2015/04/08) */
April 8,
***
***
***
***
***
***
We have completed the investigation of *** rebuttal to the previous response we provided
We would like to clarify that the original bill involved the first service order for the dryerThat order remains closed and no further bills were sentThe most recent bill that *** received was for the second service order on the dryerGenerally, when the deductible is paid and there is a later service call related to that original service then we would waive the deductibleIn this case, when the deductible was waived for the first call, it meant that no deductible was ever collected which in turn meant the second service call did not already have a paid deductible to cover the second chargeBecause of this our billing department sent a bill for the unpaid deductible on the second orderWe apologize for this since it was not our intention to have *** pay any deductible once we agreed to try to charge that back to her warranty provider and/or waive the charges ourselvesWe have now had this second service order adjusted to reflect that no charges are dueAs with the other, if *** receives any further correspondence dated after today regarding a debt tied to either of those service orders, she is welcome to contact me directly at *** or *** In the interim, since this should have resolved any remaining billing concerns stemming from the service calls in November of 2014, we have reclosed our file
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
Sincerely,
***
***
***
***
Complaint: ***
I am rejecting this response because: (1) I made the appointment for the April 27, visit because the door wasn't opening properly and when I made the appointment to have it inspected I was told that the best way was to have a "tune up" which I didAdjustments were made to the opener.(2) Since the door continued to malfunction I made the appointment For Oct where further adjustments were made to the sensors(Note the sales tax charge for $15)After the opener still continued to malfunction I made the Jan 6, appointment and a fraying cable was replacedAfter the technician quoted a price of $(including $for the cable) because of the extensive work and time involved and I questioned the total he reduced the charge to $to have a "happy customer"Later I checked on line and Sears retails cables from $10-$40 for a pair of cables. Not one person suggested that the problem was caused by an "aging" garage doorIf they had I would have considered replacing itAfter dealing with Sears for over years and the thousands of dollars I've spent for their products and services I'm terribly disappointed in the amount of time I've had to spend to get what I've paid for *** ***
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I still am not being offered reasonable compensation, but will address this matter in *** *** *** Thus, no further action by the Revdex.com is required
Sincerely,
*** ***
March 2,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
Dear *** ***
*
We have completed the investigation of Mr*** complaint regarding his allegation that his
heater failed after repair at one of our local auto centers
Due to the nature of Mr*** concerns, we opened a claim with *** our third-party claims adjusterIf Mr*** has any questions regarding his claim, he can contact his claims examiner at *** and reference claim number ***. 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. In the interim, since Mr*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, 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,
*** ***
Regulatory Complaints Specialist
***
***
Complaint: ***
I am rejecting this response because:We agreed to take the black couch as a substitute since you were unable to get the other stores to transfer the brown one *** *** has been very helpful with trying to get the correct couch but unsuccessful I understand the inventory issue, but we physically spoke with stores Including the Nashville) and they confirmed they had the item in stock, when in fact they never did, the Nashville had the brown, but one section was black I even got a delivery date of 3/and tossed my old couch then found out a few days later the order was cancelled please send us the black couch it is my only option except to pay almost a thousand more to get the brown one from another location what we would like is 10% off and no shipping I have an email from cust servsaying that they would do that once the order was actually delivered this has cost me and my dad hours and hours of calls and emails over calls, and over emails over a month and I still have no couch please confirm if you can accept these same terms that the customer service agreed to and we are good, but if not, I will just go thru the person I spoke with via email please just send us the couch asap and we will work out the details of getting a credit later, I am out of town from 4/to 4/10, so would need a deliver before or after those dates thanks for your help ***
Sincerely,
*** ***
January 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Ms* *** complaint regarding the multiple repairs on her washer.
Upon receiving Ms* *** complaint, we have reviewed her service history and can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Ms***, and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that under the terms of Ms* *** Master Protection Agreement (MPA), in order to receive a replacement, she would need to have functional failures within a calendar year. Ms*** has had a MPA check on 7/25/which does not constitute as a functional failure. She had repair on 8/01/where no parts were replaced and the technician instructed Ms*** on how to properly clean the dispenser regularly. This visit would not constitute as a functional failure. Repair completed on 12/02/is considered as a functional failure as the wire harness was bad. Repair has not been scheduled for 1/19/where several parts are to be replaced and this is also considered a functional failure. That being said, Ms*** has only had failures under her MPA and is therefore not eligible for a replacement unit. That being said, Ms*** will need to continue with repair under the terms of her MPA. Because we have addressed Ms* *** complaint, we respectfully request this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
February 17, Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** - Elizabeth L *** Dear Ms***: We have not fully completed our investigation of Ms***’s complaint regarding service
experience We apologize for the delay in responding to this complaintOur service department confirmed with Ms*** that her dishwasher was repaired but she still needs her refrigerator servicedService is set for February 24, and are currently waiting the completion of that serviceIn the interim, should Ms*** have any questions, she may contact the unit directly at *** 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 L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his water heater
According to our records, Mr*** issue with his water heater has been resolvedIt seems that it was discovered after extensive searching that the water lines were crossed some distance from the installation point of the unit, but that has been remedied nowWe apologize for any inconvenience Mr*** may have experienced as a result of this issue Again, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Initial Business Response /* (1000, 5, 2014/11/17) */
November 17,
***
***
***
***
***
***
***
***
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 affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerI have spoken to *** and after reviewing his account, I was able to address his concernsI was able to provide directive for *** to reach the appropriate department for his service scheduling needs as well as assisting in scheduling an additional service he needed to have completed on another unitThe service on ***'s additional HVAC unit was scheduled for November 14, *** has confirmed that the service is complete and he is happy
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value *** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at *** or via email at ***
***
***
***
***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** *** *** *** We have not completed the investigation of *** *** complaint regarding Sears Home Services and repairs to her washer*** ***
Sears Home Services, District Operations Supervisor provided the following response: Calls have been made and messages left for *** ***, as of this morning they have not been returnedTherefore we are asking the Revdex.com to accept this letter as Sears written request to have *** *** contact me at *** so that I can address her concernsOnce we have been given the opportunity to service the machine we will provide a more detailed responseWe 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 ***
May 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his dissatisfaction that he was denied an exchange on his recently purchased
lawn mowerAs clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is listed on Sears.com for review and it states that, for most items, a customer has days from the date of their original purchase to make a returnSince Mr*** mower was delivered on December 1, 2015, and our records indicate that he called to exchange it on May 3, 2016, he was clearly over the 30-day “hassle-free” return or exchange periodRegrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itIf we made an exception for MrRussell, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAs this is in accordance with our posted polices, we ask to have this matter closedWe apologize to MrRussell 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 *** ***
***.***@searshc.com
January 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of Mr*** complaint regarding his allegation of not receiving his
online order Our records indicate that Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the vendor was * * * ***, located at *** *** * *** *** *** ** ***, with an email address of *** and telephone number (*** *** We received a response from * * * *** today January 4, 2016, confirming that the package was signed by Mr*** on December 18, 2015, according to the *** tracking number *** In closure, since Mr*** made a purchase with a Third Party Marketplace Vendor, we are unable to honor his requestAs this decision is in accordance to our posted terms and conditions, we have closed our file 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
Complaint: ***
I am rejecting this response because:I am only rejecting the response due to the fact that a resolution is not yet reachedMy on;y other option from what I understood was to accept it as being solved and the problem has so far merely been addressed.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: the refund took months and the seller wouldn't contact neither Sears nor myselfI feel Sears needs to make sure they aren't letting scam artists sell on their website and if they do and there is a problem, the matter should be resolved quickly and on their endI had to call countless times to advocate for myself, but Sears didn't do much
Sincerely,
*** ***
April 27, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the replacement she was authorized to receive for
her refrigerator. We would first like to make it clear that the Master Protection Agreement (MPA) has always stipulated that if a replacement is authorized it is for a “comparable item”This has been the case for decades under this contract and there has never been a point that we have allowed a customer with a covered product under the MPA to use the authorization towards a different applianceDue to this, we have a hard time believing that various individuals in the company would have informed *** *** she could do this, as it is not something that is ever doneIt is possible that they just did not understand that she was receiving an authorized replacement under her MPA versus some type of exchangeThe latter is only an option within about days of purchase and in that case, different merchandise can be selectedIf she referred to it as a “credit” they may have assumed that she was given a gift card for a previous refund and that also could have been used towards any merchandiseAn authorization though under a contract is, and has always been, good for only like merchandise With that said, when *** *** was given authorization in December of 2015, she did not technically meet the terms for replacement under the criteria set forth in the MPA; in fact just the day before her request for a replacement under the “no lemon guarantee” clause had been deniedHowever, a decision was made to make an exception and on December 5th she was authorized for up to $to be used towards a comparable refrigeratorGenerally when this happens it then sends the particulars to the email address on fileRight now we show that to be *** *** *** said she never received this and yet she apparently never called prior to April to find out this informationWhen she called in April, her day period to select a new item had expired, which meant that she would have had to start the authorization process all over from scratch However, since she advised she never received the authorization information, yet another substantial exception was made for her and they renewed her authorization on April 8, 2016, for days from that date Apparently the agent assisting her after this was unaware that the authorization was reopened, and informed *** *** that she would need to start all overAgain, while this was technically correct to the terms of the MPA, it was rendered incorrect by the exception that was made as a one-time courtesyThis authorization is still in our system and any Sears store would be able to access this once *** *** provides them with the phone number her records are under, which differs from the phone number she listed on this complaint. We would recommend that *** *** select her new refrigerator prior to the expiration of the courtesy renewal that was given to her, as after that time the authorization will be null and voidWe are unable to honor her request to either apply the authorization towards different merchandise or to keep extending it until she feels like using it somewhere down the roadAgain, if it is not used within days of April 8, 2016, it will no longer be valid and *** *** would need to requalify for a replacement under the terms of her MPA (and as we mentioned she did not quite meet these terms in the first place when we issued her the authorization)In the interim, since we have actually made several exceptions for *** *** within the parameters of those things where we can make exceptions, and her requested resolutions are too far outside options that would be available, we have closed our file We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***
Complaint: ***
I am rejecting this response because: Nowhere in the business response is it noted that I vehemently disagree with what was supposedly found with my mowerThe mower that was returned had severe damage while the mower that was dropped off was simply having trouble getting started and essentially needed a tune upThe business called me a liar and said there was no chance this damage occurred in their handsThe business made it clear they had no intention of helping the situation, then offered a 25% refund on the new mower, which was then lowered to 15%As I had to move on with my day and return to work, I had no choice but to accept this since the representative said I could not speak to anyone else and that they wouldn't help me either anyway because he had the final say and he is choosing not to helpI would at least like it clearly noted that my mower did NOT have this damage when dropped off, but since I couldn't provide video of the mower running at the time of drop off, the company chooses to say I am a liar and not helpI was assured this would be in the report , but clearly that was a lie on their partI have also received no follow up from he store or any of the employees who assured me my mower should and would be repaired, who are also liars.
Sincerely,
*** ***
December 2, 2015Nita *** Revdex.com North Wabash Ave.,
Ste#2006Chicago, IL 60611Re: Anthony M*** - # 10955433Dear Ms***,We have not completed the
investigation of Mr***’s complaint regarding his refrigerator.Mr*** is currently
scheduled to
have a technician install parts that were ordered on December 4,
Due to the time constraints, we are submitting this pending letter to advise
you of our intentions and to request additional time to address this
matter. We are confident that the repairs will resolve
the issues with Mr***’s refrigerator, but we ask that this case remain
open, pending the completion of Mr***’s repair. Thank you for your patience.Again, we apologize to
Mr*** and we appreciate the opportunity to address this matterSincerely, Melissa *** Regulatory Complaints
Specialist
March 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** ***: We have completed the investigation of *** *** complaint regarding his dissatisfaction with delay in the repair of his refrigeratorFirstly we
would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe 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 furtherUnfortunately, we do have times where the repair that was completed does not resolve the issue and this is usually not discovered until the customer has a chance to let the item run for a whileRegrettably, that is the case with *** *** refrigerator as it can take up to hours to coolOn February 5, our technician ordered an Evaporator/Heater Assembly and installed the part on February 13, *** *** called us on February 15, and reported that the freezer section of the refrigerator was not workingOn February 22, our technician ran an extensive leak test through the sealed systemThe refrigerator/freezer continued to have problems and on March 9, our technician discovered that there was an issue with the capillary tube in the Evaporator/Heater Assembly that was previously installedThe component is extremely fragile and could have been compromised during handling or shipmentA new Evaporator/Heater Assembly was installed and our technician followed up with *** *** on March 10, to confirm that the unit is workingOur technician confirmed that he had been in constant contact with *** *** throughout the repairOur technician also reported that *** *** had mentioned that he had not been using this unit for quite some time due to the cooling issues and has been using another refrigerator to store his foodOn March 15, *** *** Customer Advocate for Unit *** contacted *** *** and offered him a $gift card for his inconvenience due to the delay in the repair*** *** did not accept the offer and requested up to $in food loss and a full refund on the labor and partsWe feel our offer is more than reasonable considering that the refrigerator has been repaired, and the fact that *** *** already accepted a $in gift cards instead of food loss reimbursementAccording to our records, *** *** called in on February 15, and requested food loss reimbursementHe was informed that he did not qualify for food loss and he accepted a $gift card instead which was issued on February 15, *** *** then called our Customer Solutions team on February 22, and requested food loss reimbursementHe was reminded that he did not qualify for food loss without warranty coverage; however, for customer satisfaction was offered an additional $gift card instead of food loss reimbursement and he accepted the offerWe researched and discovered that due to an error, the gift card was not processed and we issued the gift card on March 16, *** *** should receive the gift card within business daysWith that being said, since we have addressed the concerns, brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 27, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and non-receipt of an item she ordered from sears.com and one she ordered from a marketplace seller hosted on the sears.com website It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund of $was issued to her *** account ending in *** on December 30, 2015, for the Craftsman drill ordered from Sears, and $was issued to her *** account on December 21, 2015, for the Dirt Devil Junior Lights Sounds Upright Toy Vacuum Cleaner she ordered from a seller hosted on the Sears website. We would also like to offer Ms*** a $gift card as an apology for this issue. She may contact Regulatory Complaint Specialist *** *** at *** within thirty days from the date of this letter if she would like to accept. In the interim, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed pending Ms*** response, since we have noted her comments and an equitable resolution has been proposed 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 *** *** *** ***
Initial Business Response /* (1000, 8, 2015/01/28) */
January 28,
***
***
***
***
***
***
We have completed our investigation of *** complaint regarding his
recent customer service experience with his purchased appliances
We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed *** expectationsAfter reviewing *** complaint and our records, we were able to determine that *** purchased an ** washer and dryer set on December The delivery date was scheduled for December Due to the manufacture not being able to fill ***s order, the delivery was rescheduled on several occasionsEventually ***s order was canceledOur records also show that a new order was processed on January for a Kenmore washer and dryer setThe delivery was scheduled for January 2015, which has since been completedWe hope that ***s purchased appliance will provide him with long term satisfactionAs an apology, we issued *** a check in the amount of $We ask *** to allow 7-business days to arrive via ***Since the delivery of ***s washer and dryer has since been completed and courtesy compensation was provided, we have closed our files
We apologize to *** on behalf of Sears Holdings Corporation for the inconvenience he has experienced and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
Initial Business Response /* (1000, 5, 2015/02/06) */
Contact Name and Title: ***
Contact Phone: ***
February 6,
***
***
***
***
***
***
We
have completed the investigation of *** complaint regarding her allegation that we were billing her twice for the one $deductible she owed
We would first like to clarify that when one of our customers pays with a credit card, the technician swipes the card to generate the chargeIf everything works properly then the payment reflects in our computer system and it also bridges over and charges to the consumer's account alsoIn *** case, while she states the technician swiped her card and gave her a receipt, we do not show that the payment bridged over into our computer systemAs such, even with the receipt, we would have to verify with our Detail Control Center (the same group that handles charge back requests) that the charge actually posted to her account rather than just put funds on hold
We found records where *** was in fact attempting to send over the receipt in question and we were also contacted by her home warranty companyIn the midst of our investigation where we had still not verified that the charge actually posted to her account, her home warranty company decided to have us bill them for the disputed amountAccordingly, *** collection account was removed and it now reflects that she does not owe us any chargesIf she receives anything dated after January 30, 2015, that involves any further collection efforts for the $debt, then she is welcome to contact me at *** so that I can assist furtherIn the interim, since *** home warranty company has agreed to be billed the disputed amount so she has received her requested resolution by having the invoice paid, we have closed our file
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,
***
***
***
***
Initial Consumer Rebuttal /* (3000, 12, 2015/04/03) */
Hi, This matter seemed to have come to a very acceptable resolutionHowever, Sears is once again billing me for the serviceI have recieved an invoice dated 3/23/Invoice # *** for services on 11/26/So apparently this is not resolved
Final Business Response /* (4000, 14, 2015/04/08) */
April 8,
***
***
***
***
***
***
We have completed the investigation of *** rebuttal to the previous response we provided
We would like to clarify that the original bill involved the first service order for the dryerThat order remains closed and no further bills were sentThe most recent bill that *** received was for the second service order on the dryerGenerally, when the deductible is paid and there is a later service call related to that original service then we would waive the deductibleIn this case, when the deductible was waived for the first call, it meant that no deductible was ever collected which in turn meant the second service call did not already have a paid deductible to cover the second chargeBecause of this our billing department sent a bill for the unpaid deductible on the second orderWe apologize for this since it was not our intention to have *** pay any deductible once we agreed to try to charge that back to her warranty provider and/or waive the charges ourselvesWe have now had this second service order adjusted to reflect that no charges are dueAs with the other, if *** receives any further correspondence dated after today regarding a debt tied to either of those service orders, she is welcome to contact me directly at *** or *** In the interim, since this should have resolved any remaining billing concerns stemming from the service calls in November of 2014, we have reclosed our file
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
Sincerely,
***
***
***
***
Complaint: ***
I am rejecting this response because: (1) I made the appointment for the April 27, visit because the door wasn't opening properly and when I made the appointment to have it inspected I was told that the best way was to have a "tune up" which I didAdjustments were made to the opener.(2) Since the door continued to malfunction I made the appointment For Oct where further adjustments were made to the sensors(Note the sales tax charge for $15)After the opener still continued to malfunction I made the Jan 6, appointment and a fraying cable was replacedAfter the technician quoted a price of $(including $for the cable) because of the extensive work and time involved and I questioned the total he reduced the charge to $to have a "happy customer"Later I checked on line and Sears retails cables from $10-$40 for a pair of cables. Not one person suggested that the problem was caused by an "aging" garage doorIf they had I would have considered replacing itAfter dealing with Sears for over years and the thousands of dollars I've spent for their products and services I'm terribly disappointed in the amount of time I've had to spend to get what I've paid for *** ***
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I still am not being offered reasonable compensation, but will address this matter in *** *** *** Thus, no further action by the Revdex.com is required
Sincerely,
*** ***
March 2,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
Dear *** ***
*
We have completed the investigation of Mr*** complaint regarding his allegation that his
heater failed after repair at one of our local auto centers
Due to the nature of Mr*** concerns, we opened a claim with *** our third-party claims adjusterIf Mr*** has any questions regarding his claim, he can contact his claims examiner at *** and reference claim number ***. 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. In the interim, since Mr*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, 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,
*** ***
Regulatory Complaints Specialist
***
***
Complaint: ***
I am rejecting this response because:We agreed to take the black couch as a substitute since you were unable to get the other stores to transfer the brown one *** *** has been very helpful with trying to get the correct couch but unsuccessful I understand the inventory issue, but we physically spoke with stores Including the Nashville) and they confirmed they had the item in stock, when in fact they never did, the Nashville had the brown, but one section was black I even got a delivery date of 3/and tossed my old couch then found out a few days later the order was cancelled please send us the black couch it is my only option except to pay almost a thousand more to get the brown one from another location what we would like is 10% off and no shipping I have an email from cust servsaying that they would do that once the order was actually delivered this has cost me and my dad hours and hours of calls and emails over calls, and over emails over a month and I still have no couch please confirm if you can accept these same terms that the customer service agreed to and we are good, but if not, I will just go thru the person I spoke with via email please just send us the couch asap and we will work out the details of getting a credit later, I am out of town from 4/to 4/10, so would need a deliver before or after those dates thanks for your help ***
Sincerely,
*** ***
January 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Ms* *** complaint regarding the multiple repairs on her washer.
Upon receiving Ms* *** complaint, we have reviewed her service history and can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Ms***, and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that under the terms of Ms* *** Master Protection Agreement (MPA), in order to receive a replacement, she would need to have functional failures within a calendar year. Ms*** has had a MPA check on 7/25/which does not constitute as a functional failure. She had repair on 8/01/where no parts were replaced and the technician instructed Ms*** on how to properly clean the dispenser regularly. This visit would not constitute as a functional failure. Repair completed on 12/02/is considered as a functional failure as the wire harness was bad. Repair has not been scheduled for 1/19/where several parts are to be replaced and this is also considered a functional failure. That being said, Ms*** has only had failures under her MPA and is therefore not eligible for a replacement unit. That being said, Ms*** will need to continue with repair under the terms of her MPA. Because we have addressed Ms* *** complaint, we respectfully request this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
February 17, Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** - Elizabeth L *** Dear Ms***: We have not fully completed our investigation of Ms***’s complaint regarding service
experience We apologize for the delay in responding to this complaintOur service department confirmed with Ms*** that her dishwasher was repaired but she still needs her refrigerator servicedService is set for February 24, and are currently waiting the completion of that serviceIn the interim, should Ms*** have any questions, she may contact the unit directly at *** 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 L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com