May 18, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** * * *** *** *** *** We have been unable to complete the investigation of *** *** complaint. Although *** *** provided her name and address
in the complaint, we could not locate the service information for the tractor in questionIn order to investigate this matter thoroughly, we ask that *** *** provide the repair address and telephone number used to schedule the repair, so we can locate her service call in our systemWe would appreciate it if *** *** would respond to this correspondence with the requested informationIn the interim, we ask to have this matter closed, pending a response from *** *** We apologize to *** *** for this issue and would appreciate the opportunity to address this matter. 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,
*** ***
April 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her online cancelation request and
non-receipt of a refund After reviewing the complaint filed, we found that *** *** had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint departmentWhile the local Sears Auto Center *** was to issue the refund the EMS department processed the full refund on April 22, The refund was issued in the form of a bank check which was mailed to *** ***The check should arrive in the mail within to business daysFor *** *** records the return receipt number is ***We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future *** *** will allow us another opportunity to provide --- with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** *** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
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
October 29,
Revdex.com
*** *** ***
North Wabash Ave., Ste
Chicago, IL
*** *** *** ***
*** *** *** *** * *** ***
*** *** ***
Dear *** ***
I have been in correspondence with *** *** to address her HVAC heating
concernsIt has been determined that the gas valve that needed to be replaced was no longer available and a replacement unit would need to be installedThe replacement appointment has been scheduled for Monday, 11/02/The installer is expected to be there between 8-10amAs soon as the appointment has been completed I will be sure to update you with the necessary information
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** *** or via email at ***
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
***
***
March 17, Revdex.com *** *** *** North Wabash Ave., Ste Chicago, IL Our File No: *** Revdex.com Case # *** *** * *** Via: Revdex.com Website Dear *** *** Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry
concerning the above-referenced fileThis letter serves as a follow up to my conversation with *** *** on 03/15/On behalf of SHIP please know that we do value him as a customer and apologize for any frustrations or inconveniences he may have experiencedSHIP is dedicated to its customers and 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 mannerOur Service technician has visited the customer and assessed the situationWe have ordered the part needed and we will complete the service when we have received the partOnce the part is in we will contact *** *** to schedule the installationSHIP will also take care of the issue with the screens on the day of the serviceWe sympathize with any inconvenience and understand the customer’s frustrationsWe will do all we can to ensure he is satisfied with the serviceThank you for your time, effort and patience during the investigationIf you have any questions or concerns, please contact me at *** *** *** ** *** *** ** *** Sincerely, *** *** SHIP/HI Regulatory Complaint Specialist cc: *** * *** *** *** *** ***
December 9, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** ** ***
*** *** ***
We have completed the investigation of *** *** rebuttalWe have
reviewed both our response and *** *** rebuttal, and we do not find that she
has brought any new information to her complaintThe microwave is made to
cook, but not to withstand burning items into the lining so badly that they will
not come outAgain, *** *** warranty covers any defects in materials or
workmanship, but it specifically excludes “damage to or failure of the product
resulting from accident, abuse, misuse or use for other than it’s intended
purpose.” As far as the extended warranty, the Master Protection Agreement (MPA)
is concerned, it rules out pre-existing issues*** *** called in on October
18, and informed us of the smoking issueA technician examined the
microwave on October 31, and eh noted that there was no repair for the
issue*** *** then bought the MPA on November 16, and requested service
again the next dayThe same technician was dispatched and he noted that the
MPA needed to be canceled because this was a pre- existing issue and it could
not be repairedThe terms of the MPA specifically note: “Prior to the
sale of this Agreement, we reserve the right to obtain product information from
you in order to determine eligibility for coverageTo be eligible for
coverage, the product must be in proper operating condition at the start of
coverage and the information regarding the original purchase date of the
covered product is correctInaccurate information regarding purchase date may
result in the product being ineligible for coverageWe reserve the right to
inspect the Covered Product to determine eligibility for coverageWe may
cancel this Agreement if you fail to pay, including via monthly or installment
options where applicable, make a material misrepresentation.” In regard to *** *** comments regarding
***, he indicated that he has tried to reach her once so that he could
schedule a service appointment before the second appointment took place and a
voicemail was left, but there was no replyWe apologize for any confusion, but
at this point in time, it is irrelevant as her issue would not have been covered
under the manufacturer’s warranty or her MPA and the outcome would have been
the sameWe are not obligated to honor *** *** request and any offer made
on our part was solely tendered as a courtesy, not an obligationAs a final
courtesy, we will raise our offer to be 15% off of the price of a new microwave
from SearsThe terms noted in our previous response still applyShould *** *** wish to accept the offer, I may be reached via email during
business hours at *** within days from the date of this letter; after that, it will be null and
voidUnfortunately, 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 light of the aforementioned
information, we respectfully ask that this matter remain closed. We appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** ***Regulatory Complaint Specialist Sears Holdings Corporation *** ***
November 11, 2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** * *** * *** *** *** ***We have completed
our investigation of *** *** complaint regarding her *** washerWe spoke to *** ***
on October 22, and she did
confirm the washer was working well at this
time*** *** requested a contact number to call back on as she had a personal
family event to attendShe was provided with my direct number of ***
As of today we have still not heard back from *** *** that she still needed
assistanceSince we have
repaired the washer and according to *** *** as of October 22, that the
washer is working we can only assume she is no longer in need of assistance
therefore we have closed our case.We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity
to address this matter. Please feel free
to contact me if you have any further questions or concerns.Sincerely,*** ** *** *** *** *** *** ***
Initial Business Response /* (1000, 5, 2015/02/14) */
Contact Name and Title: ***
Contact Email: ***
February 14,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding the delay of his treadmill that was ordered online
Upon receiving *** complaint we escalated his concerns to *** Operations Manager at Store*** as the treadmill was to ship to the store*** called *** and discussed his complaint and agreed to have *** come to the store to purchase a treadmill that was in stock at the store to which he agreedThat being said, because *** is in the process of going to the store to purchase a new treadmill, we respectfully request this complaint be 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
***
February 17, Nita *** Revdex.com North Wabash Ave., Ste*** Chicago, IL Re: Andrew *** - # Dear Ms***: We have completed the investigation of Mr***’s rebuttal to our previous response First, my office never sent an email to Mr*** offering a 20% discount; however, in our previous response, we agreed to honor the discount he states he was offered. Secondly, a review of the most recent service order says nothing about a clogged vent; it states that the exhaust vent is not satisfactory. This means that there is an issue with the venting itself that most likely can only be corrected with the replacement of the ventingAgain, we find no reason to refund Mr*** any monies as services have been provided; a maintenance check in November and an examination/customer instruct on February 12th. Accordingly, we ask that this matter remain closed Again, we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding the charges she incurred for an in-home visit to service her
refrigeratorAs clarification, when a consumer schedules service online there is a notification of the diagnostic fee and it states the following, “The diagnostic fee is the cost to have a tech come to your home and provide a repair estimateIf you decide to proceed with the repair, then you will be charged the diagnostic fee plus additional parts and labor to fix your applianceBut if you decline the repair, you will still be responsible for the diagnostic fee.” We do not provide a quote online for labor since a technician has not assessed the applianceThere is a discount coupon that is available online for a consumer to use for in-home serviceOn May 11, we contacted *** *** and explained that the technician enters a job code for the work he has performed and the labor charge is already setIn *** *** case the job code for the installation of the reservoir tank is set at $which incorporates the $diagnostic fee and $laborTherefore, the charges for her repair are correctSince *** *** did not take advantage of the coupon offer, we offered to refund her the 20% discount for customer satisfaction*** *** accepted the offer and on May 16, we issued a refund of $*** *** should receive the bank check within 7-business days via regular mailWith that being said, since we have addressed the issue 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 *** *** ***
Complaint: ***I am rejecting this response because:
My complaint : if I have this type if insurance/warranty from Seras why should I wait more than week until they found tire.I did not use my car because of that and I did rented another car.Id like Sears to reimburst my rental car expenses
Sincerely,*** ***
Complaint: ***
I am rejecting this response because: The complaint was not only associated to the burnersThe Unit is advertised as Stainless SteelWe have it covered under a roof in a secluded area and the unit after a year already showed signs of rust (Not Stainless Steel) advertising We had to replace the flatbed under the burners after year $ 65.00+ and the casings above the burners that we got from amazon $ For a Grill that cost almost for the burners to go bad, and so many parts replaced within a year period obviously illustrates the poor quality of the Grill and that though advertised as Stainless Steel the Grill is not The burners will give us some additional usage but unfortunately we will have to replace the grill. We spent more than usual on the grill thinking that this was Stainless SteelIt most obviously is advertised as such. We thank you for maintaining the warranty agreement and sending the burners but that is a short term fix to a product that is not really what is advertised.
Sincerely,
*** ***
November 12, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** *** *** Dear *** ***We have been unable to complete the investigation of *** ***
complaint regarding his grill
Unfortunately, we have no records for purchase
or service under the address and phone number *** *** providedWithout this
information, we cannot determine the model number he is speaking of or view our
service recordsWe did email *** *** and request further information, but
there was no replyIf *** *** would be so kind as to respond to our email or
send another with the phone number or address he has his service scheduled
under or the one he used when he made his purchase, we would be glad to
research the matterI may be reached during business hours via email at *** In
light of the aforementioned information, we respectfully ask that this matter remain
closed We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,*** ***Regulatory Complaint Specialist Sears Holdings Corporation *** ***
Initial Business Response /* (1000, 5, 2015/03/05) */
Contact Name and Title: ***
Contact Phone: ***
March 5,
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding her recent online order
*** Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We can only apologize for any inconvenience *** *** experiencedWe sent an email correspondence to *** *** explaining again that her information and credit card number would have had to be entered in our system for an order to be placedSince all of the necessary information was entered into the system, *** *** was issued an order confirmation *** Additionally, once an order is placed we are unable to cancel the transactionTherefore, she will need to either refuse the order upon delivery or return the merchandise to her local full line Sears storeShould *** *** have any further questions or concerns, she may contact us via email at ***In the interim, we have noted *** ***'s concerns and respectfully ask to have this matter closed, pending her decision to ship the product back or refuse delivery
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
Initial Consumer Rebuttal /* (3000, 7, 2015/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not at all press any buttons that say check out!!! They are absolutely wrongI should not be the one to do the work of their wrongfulnessI can't refuse the order because I am not home during the dayThey stole money from my account without permission
I ALSO WANTED TO ADD THAT MY INFO IS STORED WITH THEM SO I DO NOT HAVE TO PUT MY INFO IN
Final Business Response /* (4000, 9, 2015/03/16) */
March 16,
***
***
***
***
*** ***
***
We have reviewed *** ***'s rebuttal complaint to the response provided by Sears Online Solutions
We have reviewed both Sears.com's response and *** ***'s rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she may remain dissatisfied with this response, we are unable to grant her request to issue a refund without her sending the merchandise back to SearsUnfortunately, 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 grantIn *** ***'s case we do apologize if we failed her expectations, but the fact remains that Sears is unable to issue a refund until the merchandise that was ordered online is returned to either a Sears store location near her or the shipment is refused and returnedAs this decision is in accordance to our posted terms and conditions, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
February 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his pool table
As clarification, it seems that Mr*** was under the impression that he was getting the entire pool table for the price he paid, but that was not the caseThe part he ordered clearly said “Minnesota Fats Covington Billiard Table LEGS ONLY (not complete table) BOX OF 2.” However, even if there were some sort of error made in the description, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted. We would also note that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is clearedHowever even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Mr*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN Placing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” So this means that whether the merchandise was in stock or not, we would not have been obligated to provide Mr*** with the entire table for the price he paid for the single pieceAccording to our records, his *** account was refunded on February 1, after the order was canceledAs such, he has been made wholeSince this decision is in compliance with our posted terms and conditions of use, 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, *** *** Specialist, Regulatory Complaints *** Email: ***
April 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her missing refund.
According to our records, *** *** account was credited on April 11, We apologize for the delay and for nay misunderstanding regarding the pickup of the merchandiseSince we have granted *** *** request, we respectfully ask that this matter be considered closed Again, we apologize to *** *** *nd 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 *** *** ***
November
5, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** *** *** *** *** ***We have completed our investigation of *** ***
complaint regarding her refrigeratorWe spoke with District Manager
*** *** and it was our
understanding that he had been in contact with *** *** and they were working
towards resolution of this issue*** *** may contact *** *** during
business hours at *** *** if she has any further questionsWe 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 Business Response /* (1000, 8, 2014/12/05) */
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding Sears
Parts Direct
***, Sears Parts Direct Team Manager, provided the following response:
As a one-time gesture of good customer service, our office will send *** a bank check in the amount of $Typically a consumer can expect to receive a bank check in 10-business daysWe apologize for any inconvenience *** encounteredSince we have agreed to provide *** with his desired resolution, we ask that this complaint be 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
***
***
***
***
***
May 18, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** * * *** *** *** *** We have been unable to complete the investigation of *** *** complaint. Although *** *** provided her name and address
in the complaint, we could not locate the service information for the tractor in questionIn order to investigate this matter thoroughly, we ask that *** *** provide the repair address and telephone number used to schedule the repair, so we can locate her service call in our systemWe would appreciate it if *** *** would respond to this correspondence with the requested informationIn the interim, we ask to have this matter closed, pending a response from *** *** We apologize to *** *** for this issue and would appreciate the opportunity to address this matter. 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,
*** ***
April 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her online cancelation request and
non-receipt of a refund After reviewing the complaint filed, we found that *** *** had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint departmentWhile the local Sears Auto Center *** was to issue the refund the EMS department processed the full refund on April 22, The refund was issued in the form of a bank check which was mailed to *** ***The check should arrive in the mail within to business daysFor *** *** records the return receipt number is ***We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future *** *** will allow us another opportunity to provide --- with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** *** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
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
October 29,
Revdex.com
*** *** ***
North Wabash Ave., Ste
Chicago, IL
*** *** *** ***
*** *** *** *** * *** ***
*** *** ***
Dear *** ***
I have been in correspondence with *** *** to address her HVAC heating
concernsIt has been determined that the gas valve that needed to be replaced was no longer available and a replacement unit would need to be installedThe replacement appointment has been scheduled for Monday, 11/02/The installer is expected to be there between 8-10amAs soon as the appointment has been completed I will be sure to update you with the necessary information
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** *** or via email at ***
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
***
***
March 17, Revdex.com *** *** *** North Wabash Ave., Ste Chicago, IL Our File No: *** Revdex.com Case # *** *** * *** Via: Revdex.com Website Dear *** *** Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry
concerning the above-referenced fileThis letter serves as a follow up to my conversation with *** *** on 03/15/On behalf of SHIP please know that we do value him as a customer and apologize for any frustrations or inconveniences he may have experiencedSHIP is dedicated to its customers and 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 mannerOur Service technician has visited the customer and assessed the situationWe have ordered the part needed and we will complete the service when we have received the partOnce the part is in we will contact *** *** to schedule the installationSHIP will also take care of the issue with the screens on the day of the serviceWe sympathize with any inconvenience and understand the customer’s frustrationsWe will do all we can to ensure he is satisfied with the serviceThank you for your time, effort and patience during the investigationIf you have any questions or concerns, please contact me at *** *** *** ** *** *** ** *** Sincerely, *** *** SHIP/HI Regulatory Complaint Specialist cc: *** * *** *** *** *** ***
December 9, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** ** ***
*** *** ***
We have completed the investigation of *** *** rebuttalWe have
reviewed both our response and *** *** rebuttal, and we do not find that she
has brought any new information to her complaintThe microwave is made to
cook, but not to withstand burning items into the lining so badly that they will
not come outAgain, *** *** warranty covers any defects in materials or
workmanship, but it specifically excludes “damage to or failure of the product
resulting from accident, abuse, misuse or use for other than it’s intended
purpose.” As far as the extended warranty, the Master Protection Agreement (MPA)
is concerned, it rules out pre-existing issues*** *** called in on October
18, and informed us of the smoking issueA technician examined the
microwave on October 31, and eh noted that there was no repair for the
issue*** *** then bought the MPA on November 16, and requested service
again the next dayThe same technician was dispatched and he noted that the
MPA needed to be canceled because this was a pre- existing issue and it could
not be repairedThe terms of the MPA specifically note: “Prior to the
sale of this Agreement, we reserve the right to obtain product information from
you in order to determine eligibility for coverageTo be eligible for
coverage, the product must be in proper operating condition at the start of
coverage and the information regarding the original purchase date of the
covered product is correctInaccurate information regarding purchase date may
result in the product being ineligible for coverageWe reserve the right to
inspect the Covered Product to determine eligibility for coverageWe may
cancel this Agreement if you fail to pay, including via monthly or installment
options where applicable, make a material misrepresentation.” In regard to *** *** comments regarding
***, he indicated that he has tried to reach her once so that he could
schedule a service appointment before the second appointment took place and a
voicemail was left, but there was no replyWe apologize for any confusion, but
at this point in time, it is irrelevant as her issue would not have been covered
under the manufacturer’s warranty or her MPA and the outcome would have been
the sameWe are not obligated to honor *** *** request and any offer made
on our part was solely tendered as a courtesy, not an obligationAs a final
courtesy, we will raise our offer to be 15% off of the price of a new microwave
from SearsThe terms noted in our previous response still applyShould *** *** wish to accept the offer, I may be reached via email during
business hours at *** within days from the date of this letter; after that, it will be null and
voidUnfortunately, 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 light of the aforementioned
information, we respectfully ask that this matter remain closed. We appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** ***Regulatory Complaint Specialist Sears Holdings Corporation *** ***
November 11, 2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** * *** * *** *** *** ***We have completed
our investigation of *** *** complaint regarding her *** washerWe spoke to *** ***
on October 22, and she did
confirm the washer was working well at this
time*** *** requested a contact number to call back on as she had a personal
family event to attendShe was provided with my direct number of ***
As of today we have still not heard back from *** *** that she still needed
assistanceSince we have
repaired the washer and according to *** *** as of October 22, that the
washer is working we can only assume she is no longer in need of assistance
therefore we have closed our case.We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity
to address this matter. Please feel free
to contact me if you have any further questions or concerns.Sincerely,*** ** *** *** *** *** *** ***
Initial Business Response /* (1000, 5, 2015/02/14) */
Contact Name and Title: ***
Contact Email: ***
February 14,
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We have completed the investigation of *** complaint regarding the delay of his treadmill that was ordered online
Upon receiving *** complaint we escalated his concerns to *** Operations Manager at Store*** as the treadmill was to ship to the store*** called *** and discussed his complaint and agreed to have *** come to the store to purchase a treadmill that was in stock at the store to which he agreedThat being said, because *** is in the process of going to the store to purchase a new treadmill, we respectfully request this complaint be 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
***
February 17, Nita *** Revdex.com North Wabash Ave., Ste*** Chicago, IL Re: Andrew *** - # Dear Ms***: We have completed the investigation of Mr***’s rebuttal to our previous response First, my office never sent an email to Mr*** offering a 20% discount; however, in our previous response, we agreed to honor the discount he states he was offered. Secondly, a review of the most recent service order says nothing about a clogged vent; it states that the exhaust vent is not satisfactory. This means that there is an issue with the venting itself that most likely can only be corrected with the replacement of the ventingAgain, we find no reason to refund Mr*** any monies as services have been provided; a maintenance check in November and an examination/customer instruct on February 12th. Accordingly, we ask that this matter remain closed Again, we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding the charges she incurred for an in-home visit to service her
refrigeratorAs clarification, when a consumer schedules service online there is a notification of the diagnostic fee and it states the following, “The diagnostic fee is the cost to have a tech come to your home and provide a repair estimateIf you decide to proceed with the repair, then you will be charged the diagnostic fee plus additional parts and labor to fix your applianceBut if you decline the repair, you will still be responsible for the diagnostic fee.” We do not provide a quote online for labor since a technician has not assessed the applianceThere is a discount coupon that is available online for a consumer to use for in-home serviceOn May 11, we contacted *** *** and explained that the technician enters a job code for the work he has performed and the labor charge is already setIn *** *** case the job code for the installation of the reservoir tank is set at $which incorporates the $diagnostic fee and $laborTherefore, the charges for her repair are correctSince *** *** did not take advantage of the coupon offer, we offered to refund her the 20% discount for customer satisfaction*** *** accepted the offer and on May 16, we issued a refund of $*** *** should receive the bank check within 7-business days via regular mailWith that being said, since we have addressed the issue 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 *** *** ***
Complaint: ***I am rejecting this response because:
My complaint : if I have this type if insurance/warranty from Seras why should I wait more than week until they found tire.I did not use my car because of that and I did rented another car.Id like Sears to reimburst my rental car expenses
Sincerely,*** ***
Complaint: ***
I am rejecting this response because: The complaint was not only associated to the burnersThe Unit is advertised as Stainless SteelWe have it covered under a roof in a secluded area and the unit after a year already showed signs of rust (Not Stainless Steel) advertising We had to replace the flatbed under the burners after year $ 65.00+ and the casings above the burners that we got from amazon $ For a Grill that cost almost for the burners to go bad, and so many parts replaced within a year period obviously illustrates the poor quality of the Grill and that though advertised as Stainless Steel the Grill is not The burners will give us some additional usage but unfortunately we will have to replace the grill. We spent more than usual on the grill thinking that this was Stainless SteelIt most obviously is advertised as such. We thank you for maintaining the warranty agreement and sending the burners but that is a short term fix to a product that is not really what is advertised.
Sincerely,
*** ***
November 12, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** *** *** Dear *** ***We have been unable to complete the investigation of *** ***
complaint regarding his grill
Unfortunately, we have no records for purchase
or service under the address and phone number *** *** providedWithout this
information, we cannot determine the model number he is speaking of or view our
service recordsWe did email *** *** and request further information, but
there was no replyIf *** *** would be so kind as to respond to our email or
send another with the phone number or address he has his service scheduled
under or the one he used when he made his purchase, we would be glad to
research the matterI may be reached during business hours via email at *** In
light of the aforementioned information, we respectfully ask that this matter remain
closed We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,*** ***Regulatory Complaint Specialist Sears Holdings Corporation *** ***
Initial Business Response /* (1000, 5, 2015/03/05) */
Contact Name and Title: ***
Contact Phone: ***
March 5,
***
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We have completed the investigation of *** complaint regarding her recent online order
*** Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We can only apologize for any inconvenience *** *** experiencedWe sent an email correspondence to *** *** explaining again that her information and credit card number would have had to be entered in our system for an order to be placedSince all of the necessary information was entered into the system, *** *** was issued an order confirmation *** Additionally, once an order is placed we are unable to cancel the transactionTherefore, she will need to either refuse the order upon delivery or return the merchandise to her local full line Sears storeShould *** *** have any further questions or concerns, she may contact us via email at ***In the interim, we have noted *** ***'s concerns and respectfully ask to have this matter closed, pending her decision to ship the product back or refuse delivery
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
Initial Consumer Rebuttal /* (3000, 7, 2015/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not at all press any buttons that say check out!!! They are absolutely wrongI should not be the one to do the work of their wrongfulnessI can't refuse the order because I am not home during the dayThey stole money from my account without permission
I ALSO WANTED TO ADD THAT MY INFO IS STORED WITH THEM SO I DO NOT HAVE TO PUT MY INFO IN
Final Business Response /* (4000, 9, 2015/03/16) */
March 16,
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We have reviewed *** ***'s rebuttal complaint to the response provided by Sears Online Solutions
We have reviewed both Sears.com's response and *** ***'s rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she may remain dissatisfied with this response, we are unable to grant her request to issue a refund without her sending the merchandise back to SearsUnfortunately, 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 grantIn *** ***'s case we do apologize if we failed her expectations, but the fact remains that Sears is unable to issue a refund until the merchandise that was ordered online is returned to either a Sears store location near her or the shipment is refused and returnedAs this decision is in accordance to our posted terms and conditions, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
February 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his pool table
As clarification, it seems that Mr*** was under the impression that he was getting the entire pool table for the price he paid, but that was not the caseThe part he ordered clearly said “Minnesota Fats Covington Billiard Table LEGS ONLY (not complete table) BOX OF 2.” However, even if there were some sort of error made in the description, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted. We would also note that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is clearedHowever even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Mr*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN Placing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” So this means that whether the merchandise was in stock or not, we would not have been obligated to provide Mr*** with the entire table for the price he paid for the single pieceAccording to our records, his *** account was refunded on February 1, after the order was canceledAs such, he has been made wholeSince this decision is in compliance with our posted terms and conditions of use, 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, *** *** Specialist, Regulatory Complaints *** Email: ***
April 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her missing refund.
According to our records, *** *** account was credited on April 11, We apologize for the delay and for nay misunderstanding regarding the pickup of the merchandiseSince we have granted *** *** request, we respectfully ask that this matter be considered closed Again, we apologize to *** *** *nd 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 *** *** ***
November
5, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** *** *** *** *** ***We have completed our investigation of *** ***
complaint regarding her refrigeratorWe spoke with District Manager
*** *** and it was our
understanding that he had been in contact with *** *** and they were working
towards resolution of this issue*** *** may contact *** *** during
business hours at *** *** if she has any further questionsWe 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 Business Response /* (1000, 8, 2014/12/05) */
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We have completed the investigation of *** complaint regarding Sears
Parts Direct
***, Sears Parts Direct Team Manager, provided the following response:
As a one-time gesture of good customer service, our office will send *** a bank check in the amount of $Typically a consumer can expect to receive a bank check in 10-business daysWe apologize for any inconvenience *** encounteredSince we have agreed to provide *** with his desired resolution, we ask that this complaint be 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
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