February 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Dave [redacted] Dear Ms. [redacted], We have reviewed Mr. [redacted]’s rebuttal complaint regarding his non-receipt of the refund check. It is unfortunate that we failed Mr. [redacted]’s expectations as we value his patronage. We can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and apologize again for any inconvenience he may have experienced. After reviewing Mr. [redacted]’s rebuttal we forwarded this matter to Sears accounting center and they are currently re-issuing a new check which will be overnighted to Mr. [redacted]. We left a voice message and sent an email correspondence to Mr. [redacted] to inform him of our findings. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a new check has been overnighted to Mr. [redacted], we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator. We apologize that Mr. [redacted]...
refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision. In Mr. [redacted] case he purchased his refrigerator on September 9, 2011, and the full manufacture warranty expired a year later on September 9, 2012. Mr. [redacted] also purchased a Sears Master Protection Agreement at the time of purchase giving him service coverage until November 9, 2015. Our records show the last service for Mr. [redacted] refrigerator was on July 22, 2015. We do show Mr. [redacted] called Sears on August 31, 2015 requesting a replacement for his refrigerator without any service to confirm he was still having issues and per the terms and conditions he did not qualify for a replacement at that time. We did set service on that date for service on September 5, 2015 but when our service technician arrived there was no one home for the service. On September 12, 2015 we cancelled the open service order due to no contact from Mr. Alvarado. Mr. [redacted] Master Protection agreement expired on November 9, 2015 and he choose not to renew it. To expect Sears to bear the repair expense associated with a product that is out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Mr. [redacted] while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairs. Since we have explained why we will not be replacing or refunding his refrigerator, we have closed our file. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Carpet Cleaning. First, we would like to apologize to [redacted]...
[redacted] for failing his expectations in regard to a recent carpet cleaning. Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely regret any inconvenience that we may have caused [redacted] Upon researching [redacted] concerns, we found that he was issued a full refund on March 25, 2016, by our escalated customer service group, Customer Solutions. We have included a copy of the refund receipt with this response for [redacted] records. With that said, since [redacted] has been provided with his requested resolution, and we have documented his concerns with Sears Carpet Cleaning, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
May 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. ...
We would like to apologize to [redacted] for any misunderstanding. A gift card for $300.00 has been issued to his home address and it should arrive within 10-12 business days. Since we have provided [redacted] with what he was due, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]’ complaint regarding non-receipt of a refund for...
his returned sears.com order. It is unfortunate that we failed Mr. [redacted]’ expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His 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 $226.20 was issued to his [redacted] account ending in [redacted] on January 2, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us the opportunity to provide him 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 since we have noted Mr. [redacted]’ comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Mary [redacted]#10994165 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her complaint regarding the delivery and hook up of her new washer. ...
Prior to receiving Ms. [redacted]’s complaint, she was connected with Mr. [redacted], case manager from our Executive Member Services Department. I personally spoke with Mr. [redacted] who informed me that he has been in contact with Ms. [redacted] on December 14, 2015 and they discussed her concerns. Ms. [redacted] has agreed to send Mr. [redacted] a copy of the plumber’s bill and once received, a check will be processed to reimburse her for the plumber’s bill. Mr. [redacted] can be reached by calling 1-888-266-4043 ext. ** or via email at robert.[redacted]@searshc.com. Since Mr. [redacted] has agreed to reimburse Ms. [redacted] and he is waiting for her plumber’s bill, we see no reason to keep this complaint open and ask that it be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
November 11, 2015[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding service on her refrigerator. It is unfortunate that we failed [redacted]...
expectations when she called Sears for service on her refrigerator. We value [redacted] patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. Our service records indicate that repair has been scheduled for Saturday, November 14, 2015. That being said, because we have provided [redacted] with a Saturday service date per her request, we respectfully request this complaint be closed.We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: There is still no answer as to why the order wasn't canceled on May 12, 2016 when it was confirmed verbally by Sears that it would be. Furthermore, I was told my account would be refunded within 3-5 days, which it was not. Although there may be confusion regarding what was purchased, I blame Sears. Again, I was contacted by Sears at appx. 1:15pm on May 20, 2016 saying the entire pool table, including the legs, sticks and balls was ready for pick up. Who knows when I would've received my funds?! If it weren't for the two hours or more I spent arguing with disrespectful representatives about the additional 3-5 days I now had to wait due to Sears failing to cancel the order originally, you would still have a "pool table" for pick up and my money. I am not satisfied with a partial response to this problem.
Sincerely,
[redacted]
November 11, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delay in receiving the part he...
ordered online and his request for a refund.Upon receipt of [redacted] complaint we reached out to [redacted] Senior Customer Support Representative with Parts Direct, to assist with his concern. [redacted] researched and discovered that when [redacted] reported that he had not received the order, we placed another order for him. The replacement order was shipped to [redacted]n October 20, 2015. Our records indicate that the replacement order was returned by [redacted] On November 6, 2015 we issued the credits of $228.75 and $9.99 to [redacted] With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to Mr. De Quevedo and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
[redacted]
[redacted]
April 29, 2016
Revdex.com
[redacted] 330 N. Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No.: [redacted] Revdex.com Case #: [redacted]
Via: Revdex.com Website
[redacted]
Thank you for allowing Sears Home Improvement Products (SHIP) to assist...
you with the concern you recently brought to our attention. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file. SHIP will not agree to replace the drain pan for free and will not take responsibility for the issues [redacted] is experiencing with her unit. That decision is based on the following information.
The unit was installed correctly and has been operating for over 5 years. The drain pan was not part of the contract. Per the technician, the issue is due to lack of maintenance and modifications the customer made to the drain pan after the install. The primary drain line was completely plugged up, and water slowly drained into the secondary drain which dripped down the side of the house and dripped on the window. The damage was clearly caused by the customer’s own neglect and modifications they made. The rust proves it has been dripping for some time, probably several years. The drain pan was heavily rusted as well. The customer requested and agreed to pay for releveling the secondary drain pan, which was done. He told the tech that he had made modifications which caused the pan to lean towards the window after the AC was installed.
The customer said in the complaint that the tech gave her a handwritten document that is not on the Sears’ ticket stating acceptance of liability, and then the tech changed it after he was paid. The customer is not accurate. The document is a Sears’ document (pre-existing damage waiver), that the techs print from their computer. The tech wrote the following notes in the description: drain pan is rusted due to clogged drain causing bedroom window to stain with rust. After the customer signed, she demanded that the tech write the following statement: drain pan was not properly installed. She stated that she would not pay for the service if the tech did not. [redacted] then grabbed the pen from the tech and wrote it herself on top of the paper.
The unit requires proper maintenance and care once it is installed. Our records indicate that the customer has never called in for maintenance or a service until April 7, 2016. It is the customer’s responsibility to do maintenance on their unit and replace the filter on a monthly basis or as needed, or as per manufacturer’s specifications. If they do not, the warranty can be void. We recommend that they replace the filter regularly and have the yearly maintenance done to prevent damage to the unit. The customer has no extended warranties or protection plans with Sears. Any services we provide will result in a charge to the customer.
As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at [redacted], or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
[redacted]
I called Barbara Phyllips and left message at 215 393 4602 December 20, 2015.I told her that I am on vacation .I will be back January 4, 2016 and she can call me at [redacted] or e mail me at a[redacted]@gmail.com or I will try to contact HER after I come back.If she really wants to help me or if Revdex.com is willing to help please understand the circumsctances.
Complaint: 10997482
I am rejecting this response because:
Sincerely
Alicja [redacted]
May 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. As we noted before, her purchase was made on November 27, 2015, and our return policy specifically states that a refund or exchange may only be requested within 30 days from the date of purchase. If [redacted] has determined that the unit is un-repairable, then [redacted], as the manufacturer and obligor of the warranty would need to replace the unit. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In [redacted] case we do apologize that we failed her expectations, but we feel our response is relative to the circumstances and our decision is final. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: 10997482
I am rejecting this response because: refrigerator will NOT stop freezing food after replacement of water filter.The problem is more complicated.
Sincerely,
Alicja [redacted]
Complaint: [redacted]
I am rejecting this response because: I am going to dispute that she conveniently did NOT list all of the service calls I had on this mower. In the fall of 2014, there was a service call for an OIL leak (which very well could have caused a fire). I waited at home from 8A to 5P for the technician to show. He did not come until after 5, when I was not home (due to daughter's ballgame). He had called and asked me to leave the mower in a location that he could get to it and work on it. I did as requested. He left word that he fixed the problem. As this was late in the mowing season, I only used the mower once or twice more until mowing season began in 2015. After a couple of times mowing, I noticed the oil leak again. At that time, I called for another service appointment to be scheduled. That is when they suckered me into purchasing the other contract mentioned, "because the service call itself would cost $97.00" and this would be covered under that contract. I'm not a genius, but based on the numerous service calls that had already been made for this mower, I figured that I would definitely get my money's worth. This call was made early to mid-May. The service appointment was not scheduled until mid-June 16. The fire occurred June 8. Perhaps if the service would have been more timely, this entire scenario would not have happened.Due to the numerous service calls, I feel the company should do more than simply try to push this under the rug. The mower should have lasted longer and is worth more than $500.00. NO business has never been held at fault for going ABOVE and beyond what is expected from any warranty or service contract. I am very disheartened that this company does not care to help its customers.
Sincerely,
Tena [redacted]
May 19, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.
Upon...
receiving [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted] who states the following:
Mr. [redacted] came into the store on 4/29/2016 with one of his tires damaged and un-repairable that was purchased on 6/22/2013. The tire was not in stock when Mr. [redacted] came in on the 4/29/2016. [redacted] the sales associate that was helping Mr. [redacted], checked all the local stores and no one had the tire. [redacted] also called [redacted] Tires and that found out that the tire had been discontinued. I then checked the all the Sears stores in the company and located one tire out in Peoria, IL Store#[redacted] and I had the manager ship that tire to my store. Mr. [redacted] was told that we were getting the tire from another store that was in Illinois. The tire came in on Monday morning (5/09/2016) by [redacted] delivery and Mr. [redacted] was called twice on Monday. Once call was made by [redacted], our stock associate who spoke with a female that identified herself as Mr. [redacted] wife. The other call was made by [redacted] and she spoke with Mr. [redacted] and scheduled an appointment for him. That being said, because we have addressed Mr. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding an online order from Sears Outlet. [redacted] Manager of the...
[redacted] Sears Outlet provided the following response: A new [redacted] Pro Series mower has been ordered and will be delivered to [redacted] home on Monday, April 25, 2016. This is the first available delivery date available. [redacted] will be contacted by Sears Home Delivery the evening before the tractor will be delivered, providing him with his delivery time. In the event [redacted] needs to reschedule, he can reach our Home Delivery office at [redacted]. At this time, since we have ordered [redacted] a new, not reconditioned tractor, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 16, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding his recent online order.As clarification, our
online website hosts...
other retailers through our Sears Marketplace program. The
goal of our marketplace is to provide items that might not be available through
our own online channels, so that our consumers have more options online. We
offer our own merchandise as well as choices available from third-party
vendors. For any consumer that would like to restrict their purchases to Sears
items or services specifically, there is a tab that may be used to select only Sears
items or to narrow the results returned from an item search. It should be noted that
even when a customer accepts assistance by telephone, our system informs our
online agents when a customer has chosen a marketplace item and prompts them to
explain that their order will not be provided by Sears. Marketplace retailers
that have chosen to showcase on our website have their own promotions, shipping
charges, and refund, return and cancellation policies. Sears does not have any
jurisdiction over the seller’s pricing, fees or policies, but does periodically
review customer feedback for each seller to determine whether they meet our
standards and will be allowed to continue to advertise on our website.With that said, our records
indicate that [redacted] placed an order with a Third Party Marketplace vendor,
not Sears Holdings Corporation. In [redacted] case, the order was fulfilled by [redacted] located at [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on
our website that sets forth the terms and conditions of ordering from our site.
For [redacted] records, we have included our disclaimer below:Third Party Advertisements and Links to
Third Party Sites We may display advertisements from third
parties on the Sears Site, such as banner advertisements, pop-up texts, and links
to third party sites. We are not responsible for the content of such
advertisements or links, or for any products, services or other materials
relating to such advertisements, any linked site, or any link contained in a
linked site. The display of any advertisement or link does not imply
endorsement by us of the advertisement or linked site or any content therein.
IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE
OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY
ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER
MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR
ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party merchants, such
as items sold by Sears Marketplace sellers, are subject to the third party
merchant's individual returns and cancellations policies. If you are purchasing
an item from a third party merchant, please see the third party merchant's page
for details.In closure, since the product
has not been delivered and [redacted] requested a cancellation, we processed the
refund request from [redacted] can expect a credit to post to his account
within 3-5 business days. In the interim, we have noted [redacted] concerns and
respectfully ask to have this matter closed, pending his receipt of the refund. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: it did not give the option and I never picked the option previously to have my stove installed. So that is not true and with purchases over 600-700 should be delivered and installed with delivery. With other stores I have never had this issue. As stated before Sears does not care about their customers and I will not shop there again. And I will tell everyone I know of this ordeal, and I know a lot of people being military and a healthcare professional, to not ever buy a appliance there. Better yet nothing. I will never pay additional money after paying for the appliance and delvery for them to come out. Microwave does not require a licensed electrician to install, it was installed without a issue by handyman for FREE! Sears is a money hungry company with horrible service.
Sincerely,
[redacted]
December 8, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10962623 – Paige L [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the multiple repairs on her washer.It...
is unfortunate that we failed Ms. [redacted]’s expectations when she recently scheduled a washer repair. We value Ms. [redacted]’s patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Our records indicate that on August 25, 2015 our technician diagnosed the washer issue and provided Ms. [redacted] with an estimate to repair the washer. However, the estimate was declined by Ms. [redacted] so the service was not completed. Ms. [redacted] called again on October 15, 2015 to schedule service again because the washer was not spinning out the water, and an appointment was set for October 19, 2015. Our technician replaced the water pump which fixed the drainage issue. When the repair was completed, Ms. [redacted] informed the technician that there was a slow fill issue as well. The technician informed her that it would need the water inlet replaced and since the repair order was closed she would have to set another service appointment and pay for the part as well. On December 2, 2015 our technician returned to install the water inlet valve and Ms. [redacted] was charged for the part, but there was no charge for the labor since it was covered under our 90-day service guarantee. Our technician noted that he tested the washer after the repair was completed and no problem was found. With that being said, since the washer has been repaired, we have closed our file.Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com
February 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Dave [redacted] Dear Ms. [redacted], We have reviewed Mr. [redacted]’s rebuttal complaint regarding his non-receipt of the refund check. It is unfortunate that we failed Mr. [redacted]’s expectations as we value his patronage. We can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and apologize again for any inconvenience he may have experienced. After reviewing Mr. [redacted]’s rebuttal we forwarded this matter to Sears accounting center and they are currently re-issuing a new check which will be overnighted to Mr. [redacted]. We left a voice message and sent an email correspondence to Mr. [redacted] to inform him of our findings. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a new check has been overnighted to Mr. [redacted], we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator. We apologize that Mr. [redacted]...
refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision. In Mr. [redacted] case he purchased his refrigerator on September 9, 2011, and the full manufacture warranty expired a year later on September 9, 2012. Mr. [redacted] also purchased a Sears Master Protection Agreement at the time of purchase giving him service coverage until November 9, 2015. Our records show the last service for Mr. [redacted] refrigerator was on July 22, 2015. We do show Mr. [redacted] called Sears on August 31, 2015 requesting a replacement for his refrigerator without any service to confirm he was still having issues and per the terms and conditions he did not qualify for a replacement at that time. We did set service on that date for service on September 5, 2015 but when our service technician arrived there was no one home for the service. On September 12, 2015 we cancelled the open service order due to no contact from Mr. Alvarado. Mr. [redacted] Master Protection agreement expired on November 9, 2015 and he choose not to renew it. To expect Sears to bear the repair expense associated with a product that is out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Mr. [redacted] while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairs. Since we have explained why we will not be replacing or refunding his refrigerator, we have closed our file. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Carpet Cleaning. First, we would like to apologize to [redacted]...
[redacted] for failing his expectations in regard to a recent carpet cleaning. Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely regret any inconvenience that we may have caused [redacted] Upon researching [redacted] concerns, we found that he was issued a full refund on March 25, 2016, by our escalated customer service group, Customer Solutions. We have included a copy of the refund receipt with this response for [redacted] records. With that said, since [redacted] has been provided with his requested resolution, and we have documented his concerns with Sears Carpet Cleaning, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
May 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. ...
We would like to apologize to [redacted] for any misunderstanding. A gift card for $300.00 has been issued to his home address and it should arrive within 10-12 business days. Since we have provided [redacted] with what he was due, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]’ complaint regarding non-receipt of a refund for...
his returned sears.com order. It is unfortunate that we failed Mr. [redacted]’ expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His 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 $226.20 was issued to his [redacted] account ending in [redacted] on January 2, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us the opportunity to provide him 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 since we have noted Mr. [redacted]’ comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Mary [redacted]#10994165 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her complaint regarding the delivery and hook up of her new washer. ...
Prior to receiving Ms. [redacted]’s complaint, she was connected with Mr. [redacted], case manager from our Executive Member Services Department. I personally spoke with Mr. [redacted] who informed me that he has been in contact with Ms. [redacted] on December 14, 2015 and they discussed her concerns. Ms. [redacted] has agreed to send Mr. [redacted] a copy of the plumber’s bill and once received, a check will be processed to reimburse her for the plumber’s bill. Mr. [redacted] can be reached by calling 1-888-266-4043 ext. ** or via email at robert.[redacted]@searshc.com. Since Mr. [redacted] has agreed to reimburse Ms. [redacted] and he is waiting for her plumber’s bill, we see no reason to keep this complaint open and ask that it be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
November 11, 2015[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding service on her refrigerator. It is unfortunate that we failed [redacted]...
expectations when she called Sears for service on her refrigerator. We value [redacted] patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. Our service records indicate that repair has been scheduled for Saturday, November 14, 2015. That being said, because we have provided [redacted] with a Saturday service date per her request, we respectfully request this complaint be closed.We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: There is still no answer as to why the order wasn't canceled on May 12, 2016 when it was confirmed verbally by Sears that it would be. Furthermore, I was told my account would be refunded within 3-5 days, which it was not. Although there may be confusion regarding what was purchased, I blame Sears. Again, I was contacted by Sears at appx. 1:15pm on May 20, 2016 saying the entire pool table, including the legs, sticks and balls was ready for pick up. Who knows when I would've received my funds?! If it weren't for the two hours or more I spent arguing with disrespectful representatives about the additional 3-5 days I now had to wait due to Sears failing to cancel the order originally, you would still have a "pool table" for pick up and my money. I am not satisfied with a partial response to this problem.
Sincerely,
[redacted]
November 11, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delay in receiving the part he...
ordered online and his request for a refund.Upon receipt of [redacted] complaint we reached out to [redacted] Senior Customer Support Representative with Parts Direct, to assist with his concern. [redacted] researched and discovered that when [redacted] reported that he had not received the order, we placed another order for him. The replacement order was shipped to [redacted]n October 20, 2015. Our records indicate that the replacement order was returned by [redacted] On November 6, 2015 we issued the credits of $228.75 and $9.99 to [redacted] With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to Mr. De Quevedo and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
[redacted]
[redacted]
April 29, 2016
Revdex.com
[redacted] 330 N. Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No.: [redacted] Revdex.com Case #: [redacted]
Via: Revdex.com Website
[redacted]
Thank you for allowing Sears Home Improvement Products (SHIP) to assist...
you with the concern you recently brought to our attention. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file. SHIP will not agree to replace the drain pan for free and will not take responsibility for the issues [redacted] is experiencing with her unit. That decision is based on the following information.
The unit was installed correctly and has been operating for over 5 years. The drain pan was not part of the contract. Per the technician, the issue is due to lack of maintenance and modifications the customer made to the drain pan after the install. The primary drain line was completely plugged up, and water slowly drained into the secondary drain which dripped down the side of the house and dripped on the window. The damage was clearly caused by the customer’s own neglect and modifications they made. The rust proves it has been dripping for some time, probably several years. The drain pan was heavily rusted as well. The customer requested and agreed to pay for releveling the secondary drain pan, which was done. He told the tech that he had made modifications which caused the pan to lean towards the window after the AC was installed.
The customer said in the complaint that the tech gave her a handwritten document that is not on the Sears’ ticket stating acceptance of liability, and then the tech changed it after he was paid. The customer is not accurate. The document is a Sears’ document (pre-existing damage waiver), that the techs print from their computer. The tech wrote the following notes in the description: drain pan is rusted due to clogged drain causing bedroom window to stain with rust. After the customer signed, she demanded that the tech write the following statement: drain pan was not properly installed. She stated that she would not pay for the service if the tech did not. [redacted] then grabbed the pen from the tech and wrote it herself on top of the paper.
The unit requires proper maintenance and care once it is installed. Our records indicate that the customer has never called in for maintenance or a service until April 7, 2016. It is the customer’s responsibility to do maintenance on their unit and replace the filter on a monthly basis or as needed, or as per manufacturer’s specifications. If they do not, the warranty can be void. We recommend that they replace the filter regularly and have the yearly maintenance done to prevent damage to the unit. The customer has no extended warranties or protection plans with Sears. Any services we provide will result in a charge to the customer.
As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at [redacted], or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
[redacted]
I called Barbara Phyllips and left message at 215 393 4602 December 20, 2015.I told her that I am on vacation .I will be back January 4, 2016 and she can call me at [redacted] or e mail me at a[redacted]@gmail.com or I will try to contact HER after I come back.If she really wants to help me or if Revdex.com is willing to help please understand the circumsctances.
Complaint: 10997482
I am rejecting this response because:
Sincerely
Alicja [redacted]
Complaint: 10997482
I am rejecting this response because:
Sincerely,
Alicja [redacted]
May 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. As we noted before, her purchase was made on November 27, 2015, and our return policy specifically states that a refund or exchange may only be requested within 30 days from the date of purchase. If [redacted] has determined that the unit is un-repairable, then [redacted], as the manufacturer and obligor of the warranty would need to replace the unit. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In [redacted] case we do apologize that we failed her expectations, but we feel our response is relative to the circumstances and our decision is final. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: 10997482
I am rejecting this response because: refrigerator will NOT stop freezing food after replacement of water filter.The problem is more complicated.
Sincerely,
Alicja [redacted]
Complaint: [redacted]
I am rejecting this response because: I am going to dispute that she conveniently did NOT list all of the service calls I had on this mower. In the fall of 2014, there was a service call for an OIL leak (which very well could have caused a fire). I waited at home from 8A to 5P for the technician to show. He did not come until after 5, when I was not home (due to daughter's ballgame). He had called and asked me to leave the mower in a location that he could get to it and work on it. I did as requested. He left word that he fixed the problem. As this was late in the mowing season, I only used the mower once or twice more until mowing season began in 2015. After a couple of times mowing, I noticed the oil leak again. At that time, I called for another service appointment to be scheduled. That is when they suckered me into purchasing the other contract mentioned, "because the service call itself would cost $97.00" and this would be covered under that contract. I'm not a genius, but based on the numerous service calls that had already been made for this mower, I figured that I would definitely get my money's worth. This call was made early to mid-May. The service appointment was not scheduled until mid-June 16. The fire occurred June 8. Perhaps if the service would have been more timely, this entire scenario would not have happened.Due to the numerous service calls, I feel the company should do more than simply try to push this under the rug. The mower should have lasted longer and is worth more than $500.00. NO business has never been held at fault for going ABOVE and beyond what is expected from any warranty or service contract. I am very disheartened that this company does not care to help its customers.
Sincerely,
Tena [redacted]
May 19, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.
Upon...
receiving [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted] who states the following:
Mr. [redacted] came into the store on 4/29/2016 with one of his tires damaged and un-repairable that was purchased on 6/22/2013. The tire was not in stock when Mr. [redacted] came in on the 4/29/2016. [redacted] the sales associate that was helping Mr. [redacted], checked all the local stores and no one had the tire. [redacted] also called [redacted] Tires and that found out that the tire had been discontinued. I then checked the all the Sears stores in the company and located one tire out in Peoria, IL Store#[redacted] and I had the manager ship that tire to my store. Mr. [redacted] was told that we were getting the tire from another store that was in Illinois. The tire came in on Monday morning (5/09/2016) by [redacted] delivery and Mr. [redacted] was called twice on Monday. Once call was made by [redacted], our stock associate who spoke with a female that identified herself as Mr. [redacted] wife. The other call was made by [redacted] and she spoke with Mr. [redacted] and scheduled an appointment for him. That being said, because we have addressed Mr. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding an online order from Sears Outlet. [redacted] Manager of the...
[redacted] Sears Outlet provided the following response: A new [redacted] Pro Series mower has been ordered and will be delivered to [redacted] home on Monday, April 25, 2016. This is the first available delivery date available. [redacted] will be contacted by Sears Home Delivery the evening before the tractor will be delivered, providing him with his delivery time. In the event [redacted] needs to reschedule, he can reach our Home Delivery office at [redacted]. At this time, since we have ordered [redacted] a new, not reconditioned tractor, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 16, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding his recent online order.As clarification, our
online website hosts...
other retailers through our Sears Marketplace program. The
goal of our marketplace is to provide items that might not be available through
our own online channels, so that our consumers have more options online. We
offer our own merchandise as well as choices available from third-party
vendors. For any consumer that would like to restrict their purchases to Sears
items or services specifically, there is a tab that may be used to select only Sears
items or to narrow the results returned from an item search. It should be noted that
even when a customer accepts assistance by telephone, our system informs our
online agents when a customer has chosen a marketplace item and prompts them to
explain that their order will not be provided by Sears. Marketplace retailers
that have chosen to showcase on our website have their own promotions, shipping
charges, and refund, return and cancellation policies. Sears does not have any
jurisdiction over the seller’s pricing, fees or policies, but does periodically
review customer feedback for each seller to determine whether they meet our
standards and will be allowed to continue to advertise on our website.With that said, our records
indicate that [redacted] placed an order with a Third Party Marketplace vendor,
not Sears Holdings Corporation. In [redacted] case, the order was fulfilled by [redacted] located at [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on
our website that sets forth the terms and conditions of ordering from our site.
For [redacted] records, we have included our disclaimer below:Third Party Advertisements and Links to
Third Party Sites We may display advertisements from third
parties on the Sears Site, such as banner advertisements, pop-up texts, and links
to third party sites. We are not responsible for the content of such
advertisements or links, or for any products, services or other materials
relating to such advertisements, any linked site, or any link contained in a
linked site. The display of any advertisement or link does not imply
endorsement by us of the advertisement or linked site or any content therein.
IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE
OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY
ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER
MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR
ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party merchants, such
as items sold by Sears Marketplace sellers, are subject to the third party
merchant's individual returns and cancellations policies. If you are purchasing
an item from a third party merchant, please see the third party merchant's page
for details.In closure, since the product
has not been delivered and [redacted] requested a cancellation, we processed the
refund request from [redacted] can expect a credit to post to his account
within 3-5 business days. In the interim, we have noted [redacted] concerns and
respectfully ask to have this matter closed, pending his receipt of the refund. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: it did not give the option and I never picked the option previously to have my stove installed. So that is not true and with purchases over 600-700 should be delivered and installed with delivery. With other stores I have never had this issue. As stated before Sears does not care about their customers and I will not shop there again. And I will tell everyone I know of this ordeal, and I know a lot of people being military and a healthcare professional, to not ever buy a appliance there. Better yet nothing. I will never pay additional money after paying for the appliance and delvery for them to come out. Microwave does not require a licensed electrician to install, it was installed without a issue by handyman for FREE! Sears is a money hungry company with horrible service.
Sincerely,
[redacted]
December 8, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10962623 – Paige L [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the multiple repairs on her washer.It...
is unfortunate that we failed Ms. [redacted]’s expectations when she recently scheduled a washer repair. We value Ms. [redacted]’s patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Our records indicate that on August 25, 2015 our technician diagnosed the washer issue and provided Ms. [redacted] with an estimate to repair the washer. However, the estimate was declined by Ms. [redacted] so the service was not completed. Ms. [redacted] called again on October 15, 2015 to schedule service again because the washer was not spinning out the water, and an appointment was set for October 19, 2015. Our technician replaced the water pump which fixed the drainage issue. When the repair was completed, Ms. [redacted] informed the technician that there was a slow fill issue as well. The technician informed her that it would need the water inlet replaced and since the repair order was closed she would have to set another service appointment and pay for the part as well. On December 2, 2015 our technician returned to install the water inlet valve and Ms. [redacted] was charged for the part, but there was no charge for the labor since it was covered under our 90-day service guarantee. Our technician noted that he tested the washer after the repair was completed and no problem was found. With that being said, since the washer has been repaired, we have closed our file.Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com