November 10, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding her recent online order that was cancelled and her
non-receipt of a...
refund.We would first like to apologize for any inconvenience
[redacted] may have experienced when the Third Party Marketplace Vendor [redacted]
cancelled the order. Sears Online assisted in contacting [redacted] via email at [redacted].com and by phone
([redacted] to process the refund for [redacted]. After multiple attempts, we
forwarded this matter to Sears’ Detail Control Center to research further. Fortunately,
we were able to verify that a refund was provided back to [redacted]
account on November 7, 2015, for $39.92. 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 [redacted] will allow
us another opportunity to provide her with a better example of customer service.
In the interim, since a full refund has been provided and we have noted [redacted] 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, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
May 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to our previous response It is unfortunate that Ms. [redacted] remains dissatisfied and it is her prerogative to pursue this matter in [redacted] Ms. [redacted] can forward any legal documents to our corporate office at Sears Holdings Corporation, [redacted] In the interim, we ask that this matter be closed, as the Revdex.com is no longer the correct forum for resolution. Sincerely, [redacted] Regulatory Complaints Specialist
December 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed
our investigation of Ms. [redacted]’s complaint regarding the charges she was
assessed for the in-home service...
provided on her refrigerator.We would first
note that it would be unusual to find any retailer, manufacturer, or appliance
repair company giving free troubleshooting/repair advice over the phone to
consumers that are not covered under some sort of warranty or service contract.
This is because there are not only liability issues that come into play with
providing technical advice over the phone, but also a cost involved in staffing
for the people that answer any questions. We note this because Ms. [redacted] was
outside her warranty coverage and was not covered by any service contract.
Therefore we would not have provided her with free troubleshooting beyond
possibly some very simple questions to determine what the problem was, so that
we could put this on her service order. If Ms. [redacted] wanted to possibly do
the repair herself, or troubleshoot to see if she could find out what was
causing the problem before paying for a repair, the she could have used her
owner’s manual, which contains troubleshooting for when the ice maker is not
producing ice, or she could even use the internet. Instead, she
contracted us to provide her with an in-home service call to assess her
refrigerator. She was informed that this would mean she would be responsible at
a minimum for paying us $95.00 plus tax for this service in addition to any
parts or labor. She ended up being charged $127.20 plus tax and our technician
turned on the ice maker and then hit a recessed button that puts it through a
test cycle. While this latter button is not mentioned in the owner’s manual, it
is not something that actually provides a repair itself. It is just a way to
test the ice maker function more quickly instead of a technician having to wait
for it to cycle. So the actual issue was that the ice maker was turned off and
the technician turned it back on. This switch is explained in the owner’s
manual and also in the troubleshooting section of the manual. It is possible
that in removing the ice bin that this was shut off on purpose, which is
actually suggested if the bin will be removed longer than a few minutes, and
not turned back on, or bumped and it was shut of accidentally; either way
though, it was not our responsibility to troubleshoot in advance of providing a
service call. The fact is that
we had expenses that we incurred to visit Ms. [redacted]’s home and stay there
for 29 minutes. As such, she should be responsible at the very least to our
minimum fee of $95.00 plus tax. With that said, as a courtesy our customer
support department offered Ms. [redacted] a partial refund of $65.00, which would
actually have meant that she would have paid much less than our minimum fee.
Unfortunately she declined this offer. If she reconsiders, she is welcome to
contact me at [redacted].[redacted]@searshc.com or at ([redacted]. In the interim, since Ms. [redacted] was previously offered
an equitable resolution which she declined, and we remain willing to honor this
if she changes her mind, we have closed our file.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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
December 2, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611Re: # 10927548 –
Macee [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Ms. [redacted] complaint regarding the requested replacement
of her microwave.Upon receipt of Ms....
[redacted]
complaint, we found that the microwave was replaced under the terms and
conditions of the Master Protection Agreement by out Protection Agreement
Benefits Association (PABA). Our records show the replacement was processed on
November 22, 2015 with delivery on November 24, 2015. If Ms. [redacted] is still in
need of assistance she can contact PABA directly at 1-800-827-6655. Since we
have replaced Ms. [redacted] microwave as requested and it is our understanding
that this resolution was acceptable to Ms. [redacted] we have closed our case.We apologize to Ms.
[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,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
directVanessa.L.[redacted]@searshc.com
December 7, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted]
rebuttal to the response we provided regarding her online order.We have reviewed [redacted] rebuttal, and we do not
find that she has brought any new information to her complaint. While we
understand that she remains dissatisfied with the service she received, we are
unable to grant her request to reimburse her the price difference she paid at
another retailer. As clarification, Sears made a one-time courtesy exception in
refunding [redacted] for two orders that [redacted] found were in fact delivered to
the shipping address. 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 if we failed her expectations, but we feel that a full refund for the
order she alleges to have not received is relative to the circumstances and our
decision is final. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]
May 9, 2016
Revdex.com
[redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No[redacted] Revdex.com File No: [redacted]
Via 1st Class US Postage
Via email: [redacted]
Dear [redacted]
This letter provides you with an update...
regarding [redacted] HVAC concerns. He has agreed, due to time restraints and our not having an installer readily available at this time, that he will provide us with estimates for the wiring of his [redacted] thermostat to the SHIP humidifier. We will reimburse him and the repairs can be done at his leisure.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] extension [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
[redacted]
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted]
We have completed the investigation of Mr. [redacted] complaint...
regarding his vacuum cleaner. The model vacuum in question has a one year manufacturer’s warranty. Due to the cost of the item, parts are not available for service. If Mr. [redacted] can product a receipt for his vacuum showing that he purchased it a year ago or less, then we will consider providing him with a gift card for the amount he paid. If not, we will provide a gift card for $25.00 as a customer courtesy. Mr. [redacted] may email me at [redacted] to let me know what he wishes to do. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears a TV that was delivered damaged and purchased from Sears. Our...
office provided a copy of Mr. [redacted] complaint to Sears Home Delivery for resolution. Since the TV was not in stock locally, we had one ordered into our local Merchandise Distribution Unit (MDO), it arrived on January 28, 2016. [redacted] from [redacted] informed our office that her records indicated that Mr. [redacted] has requested to have the new delivery cancelled and to be refunded. We will be picking up the damaged unit on Friday, January 29, 2016 and once it’s returned to the MDO, a full refund will be processed. Typically a consumer can expect to receive a refund within 5-7 days of the item being picked up. If Mr. [redacted] has any questions or concerns, he can reach me at [redacted]. At this time, since we have noted that we will be picking up the refrigerator and refunding Mr. [redacted], we ask that 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 Claims Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 8, 2015/02/17) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@searshc.com
February 17, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]
Dear Ms....
[redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding a replacement laptop.
Upon receiving Ms. [redacted]'s complaint, we escalated her concerns to [redacted] Senior Case Manager for Online Services, who states the following:
I am [redacted] a Senior Case Manager and I will be assisting you with your complaint filed with the Revdex.com for order XXXXXXXXXXX. I understand from your complaint that the laptop you purchase is defective. I have researched your order and would like to share my findings.
After receiving your complaint and reviewing order XXXXXXXXXXX our records show that the item purchased was sold by a third party vendor, Zoomusa advertising on the Sears.com website and not from Sears directly. For future reference we have enclosed a portion our disclaimer concerning Marketplace vendors for your review.
Disclaimer:
Sears.com and Kmart.com both partner with marketplace merchants who sell items on our website. If your order contains an item that is not sold by Sears or Kmart, please be advised that this item cannot be returned or exchanged at your local Sears or Kmart store. Your merchant's profile, which contains their specific return policy, is available via the product page. Please see your merchant's profile for additional details. Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and Kmart. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant. Please note that Sears and Kmart does not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final. Where applicable, all refunds will be issued in the same form as the original method of payment.
After reviewing all the documentation on this order and seeing that you have made every effort to get this matter resolved with the Seller and still no resolution Sears.com has resolved it. A full refund of $157.32 has been issued to your Visa account ending in 4421. The action we took is outside our policy and is only not normal practice; we do apologize for the inconveniences and frustration this matter has caused you. You are welcome to dispose of the item as well.
This credit should be viewable by your financial institution within 3-5 business days. Please contact your financial institution after that period to confirm that the credit has been applied to your account. Please note that your financial institution may have processing guidelines that may impact the time it takes for the credit to be reflected in your balance. That being said, because we have refunded Ms. [redacted] for her laptop, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com
March 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with...
our customer service and non-receipt of a refund for his cancelled sears.com order. It is unfortunate that we failed [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 sent an email directly to [redacted] to inform him that we issued a refund of $388.57 to his credit account ending in [redacted] on March 24, 2016. The remaining charges on his order entered pending status when his order was placed, but were released when his order was cancelled* [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he 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 [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]
Complaint: [redacted]
I am rejecting this response because it was non-responsive as to my complaint about the website review process. I had a product-related complaint for the website that was rejected.
Sincerely,
[redacted]
May 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding the service experience for her range. ...
It is unfortunate that we failed [redacted] expectations with her recent repair experience. We value [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred. Upon receipt of [redacted] complaint we found that her range had been repaired. [redacted] confirmed that it was in good working order. For customer satisfaction we offer to provide [redacted] with a one year Master Protection Agreement at no cost that we purchased on her behalf; this has a retail value of $73.19. As this resolution was acceptable to [redacted] we have closed our case. We apologize to [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 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our refund process for a snow thrower that he...
returned. We thank Mr. [redacted] for sharing his feedback regarding our return/refund policy and we apologize that we failed his expectations. When we researched his order we found that the Mr. [redacted] purchased the snow thrower on January 23, 2016 and our 30 day return period expired on February 23, 2016. However, for customer satisfaction our store accepted Mr. [redacted] return on February 29, 2016 without a restocking fee. As clarification, Sears return policy states that a customer has 30 days from the date of their original purchase to make a return (for a refund). It further states that refunds will be issued in the same form as the original method of payment. In Mr. [redacted] case the original form of payment was a check; therefore, his refund will be processed in the form of a check. Mr. [redacted] should receive the bank check via regular mail within 10 business days. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file. Again, 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 Complaint Specialist Sears Holdings Corporation [redacted]
April 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered with the delivery of his refrigerator and the...
return the hose he had purchased; as well as his request for a price adjustment on the refrigerator. It is unfortunate that we failed [redacted] expectations when he recently scheduled a refrigerator delivery. We value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We also apologize that [redacted] was misinformed that the purchase of his exchange sale did not qualify for our 30 day price protection. We would like to clarify, that our price protection is guaranteed 30 days from the original purchase date. If a consumer exchanges for the same model (due to damage or defect), then it would not qualify. However, [redacted] did select a different model, therefore, the purchase would qualify for the price protection; $49.00. As for the return of the hose, our return policy is also 30 days from the original purchase date. [redacted] did attempt to return after our 30 day return period had expired and did not qualify. As a good-will gesture, we offered to issue [redacted] a credit for the hose as well; 10.98. On April 19, 2016 we issued [redacted] a total credit of $64.93 to his credit card ending in [redacted] The credit should post to his account within 3-5 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, 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]
Complaint: 10990520
I am rejecting this response because:Although the tv set was eventually repaired it should never had been sold in the first place due to age and our family has suffered loss over the length of repair time plus had to acquire another tv set. We are now stuck with two things sets and having difficulty easily returning one tv to the leasing program recommend by Sears. This was misrepresentation of Sears on easy of returning a leased item bought from their store and leased through the company they recommend and setup. Our losses include tv location paid for cable and unable to use, time off of work and length to repair and now cost of now having two leases.
Sincerely,
Douglas [redacted]
April 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the quality of the multiple refrigerators...
delivered and the delivery delay of the replacement unit. It is unfortunate that we failed [redacted]s expectations when she recently scheduled a refrigerator delivery. We value [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 [redacted] may have experienced. We want to assure [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. Upon receipt of [redacted] we reviewed the delivery order and case notes related to the refrigerator. According to the delivery notes, the rescheduled delivery date is due to a manufacturer delay. The manufacturer notified us that the refrigerator will not be delivered until April 20, 2016. As clarification, because of the large selection of the merchandise we sell, we don’t stock appliances in our warehouses. The product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customer. [redacted] mentioned that she did not have a working refrigerator, and our technician had ordered a part to complete the repair. Regrettably, the manufacturer also notified us that the part ordered was on back order until April 22, 2016. We contacted [redacted] and provided the following options: She could exchange for another model; return for a full refund; or wait for the delivery of the replacement. [redacted] agreed to wait for the delivery of the same model on April 20, 2016. We would also like to note that our Parts Research Team located the part from an alternate source and we completed the repair of the refrigerator on April 11, 2016. Therefore, [redacted] will have a working refrigerator until the delivery of the replacement refrigerator. As for food loss reimbursement, on March 14, 2016 we issued [redacted] a bank check for $300.00, which is the max allowable amount. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time. 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]
December 9, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10964446–Edgar
[redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s
complaint regarding a lap top he purchased earlier this year....
According
to our records, the page for the item in question clearly said that the laptop
Mr. [redacted] purchased had a ninety day warranty. We have no records on file to
corroborate his claim that he was told differently. Regardless, it is the
consumer’s responsibility to examine the specifics of an item including the
warranty terms prior to purchase. As such, we cannot provide any assistance in
this matter and we respectfully ask that it be considered closed. We appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]Tammie.[redacted]@searshc.com
February 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Bo [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding an online order he placed using Shop Your...
Way Reward points. It is unfortunate if we failed Mr. [redacted]’s expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in his order we found that Mr. [redacted] initially paid with Shop Your Way Reward points. Therefore, the refund will be returned in the same form of payment. We can only apologize for any misinformation he may have received from Sears Online. We hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service. Since we have confirmed that Mr. [redacted] received a full refund of his Shop Your Way Reward points, 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
December 9, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Melissa [redacted] - #
10982883Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’ complaint regarding her microwave repair.First, we would like to
apologize to Ms. [redacted]...
for failing her expectations in regard to the repair of
her microwave. We understand that she found
the situation frustrating, but in order for the technician to order the correct
parts, the model and serial number needs to be legible. On December 8, 2015, the technician
re-examined Ms. [redacted]’ microwave and found that the tag, which was located in
the cooking cavity, had washed off. He
could tell that the unit was not abused and was able to locate the model number
on file. He subsequently replaced the
switch, completing the repair. Sandra
McQuilkin with unit 8038 spoke with Ms. [redacted] after the repair and she
indicated she was satisfied.
Accordingly, we ask that this matter be closed.Again, we apologize to
Ms. [redacted] and we appreciate the opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
December 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed
our investigation of Ms. [redacted]’s complaint regarding the charges she was
assessed for the in-home service provided on her refrigerator.We would first
note that it would be unusual to find any retailer, manufacturer, or appliance
repair company giving free troubleshooting/repair advice over the phone to
consumers that are not covered under some sort of warranty or service contract.
This is because there are not only liability issues that come into play with
providing technical advice over the phone, but also a cost involved in staffing
for the people that answer any questions. We note this because Ms. [redacted] was
outside her warranty coverage and was not covered by any service contract.
Therefore we would not have provided her with free troubleshooting beyond
possibly some very simple questions to determine what the problem was, so that
we could put this on her service order. If Ms. [redacted] wanted to possibly do
the repair herself, or troubleshoot to see if she could find out what was
causing the problem before paying for a repair, the she could have used her
owner’s manual, which contains troubleshooting for when the ice maker is not
producing ice, or she could even use the internet. Instead, she
contracted us to provide her with an in-home service call to assess her
refrigerator. She was informed that this would mean she would be responsible at
a minimum for paying us $95.00 plus tax for this service in addition to any
parts or labor. She ended up being charged $127.20 plus tax and our technician
turned on the ice maker and then hit a recessed button that puts it through a
test cycle. While this latter button is not mentioned in the owner’s manual, it
is not something that actually provides a repair itself. It is just a way to
test the ice maker function more quickly instead of a technician having to wait
for it to cycle. So the actual issue was that the ice maker was turned off and
the technician turned it back on. This switch is explained in the owner’s
manual and also in the troubleshooting section of the manual. It is possible
that in removing the ice bin that this was shut off on purpose, which is
actually suggested if the bin will be removed longer than a few minutes, and
not turned back on, or bumped and it was shut of accidentally; either way
though, it was not our responsibility to troubleshoot in advance of providing a
service call. The fact is that
we had expenses that we incurred to visit Ms. [redacted]’s home and stay there
for 29 minutes. As such, she should be responsible at the very least to our
minimum fee of $95.00 plus tax. With that said, as a courtesy our customer
support department offered Ms. [redacted] a partial refund of $65.00, which would
actually have meant that she would have paid much less than our minimum fee.
Unfortunately she declined this offer. If she reconsiders, she is welcome to
contact me at [redacted].[redacted]@searshc.com or at ([redacted]. In the interim, since Ms. [redacted] was previously offered
an equitable resolution which she declined, and we remain willing to honor this
if she changes her mind, we have closed our file.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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
November 10, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding her recent online order that was cancelled and her
non-receipt of a...
refund.We would first like to apologize for any inconvenience
[redacted] may have experienced when the Third Party Marketplace Vendor [redacted]
cancelled the order. Sears Online assisted in contacting [redacted] via email at [redacted].com and by phone
([redacted] to process the refund for [redacted]. After multiple attempts, we
forwarded this matter to Sears’ Detail Control Center to research further. Fortunately,
we were able to verify that a refund was provided back to [redacted]
account on November 7, 2015, for $39.92. 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 [redacted] will allow
us another opportunity to provide her with a better example of customer service.
In the interim, since a full refund has been provided and we have noted [redacted] 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, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
May 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to our previous response It is unfortunate that Ms. [redacted] remains dissatisfied and it is her prerogative to pursue this matter in [redacted] Ms. [redacted] can forward any legal documents to our corporate office at Sears Holdings Corporation, [redacted] In the interim, we ask that this matter be closed, as the Revdex.com is no longer the correct forum for resolution. Sincerely, [redacted] Regulatory Complaints Specialist
December 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed
our investigation of Ms. [redacted]’s complaint regarding the charges she was
assessed for the in-home service...
provided on her refrigerator.We would first
note that it would be unusual to find any retailer, manufacturer, or appliance
repair company giving free troubleshooting/repair advice over the phone to
consumers that are not covered under some sort of warranty or service contract.
This is because there are not only liability issues that come into play with
providing technical advice over the phone, but also a cost involved in staffing
for the people that answer any questions. We note this because Ms. [redacted] was
outside her warranty coverage and was not covered by any service contract.
Therefore we would not have provided her with free troubleshooting beyond
possibly some very simple questions to determine what the problem was, so that
we could put this on her service order. If Ms. [redacted] wanted to possibly do
the repair herself, or troubleshoot to see if she could find out what was
causing the problem before paying for a repair, the she could have used her
owner’s manual, which contains troubleshooting for when the ice maker is not
producing ice, or she could even use the internet. Instead, she
contracted us to provide her with an in-home service call to assess her
refrigerator. She was informed that this would mean she would be responsible at
a minimum for paying us $95.00 plus tax for this service in addition to any
parts or labor. She ended up being charged $127.20 plus tax and our technician
turned on the ice maker and then hit a recessed button that puts it through a
test cycle. While this latter button is not mentioned in the owner’s manual, it
is not something that actually provides a repair itself. It is just a way to
test the ice maker function more quickly instead of a technician having to wait
for it to cycle. So the actual issue was that the ice maker was turned off and
the technician turned it back on. This switch is explained in the owner’s
manual and also in the troubleshooting section of the manual. It is possible
that in removing the ice bin that this was shut off on purpose, which is
actually suggested if the bin will be removed longer than a few minutes, and
not turned back on, or bumped and it was shut of accidentally; either way
though, it was not our responsibility to troubleshoot in advance of providing a
service call. The fact is that
we had expenses that we incurred to visit Ms. [redacted]’s home and stay there
for 29 minutes. As such, she should be responsible at the very least to our
minimum fee of $95.00 plus tax. With that said, as a courtesy our customer
support department offered Ms. [redacted] a partial refund of $65.00, which would
actually have meant that she would have paid much less than our minimum fee.
Unfortunately she declined this offer. If she reconsiders, she is welcome to
contact me at [redacted].[redacted]@searshc.com or at ([redacted]. In the interim, since Ms. [redacted] was previously offered
an equitable resolution which she declined, and we remain willing to honor this
if she changes her mind, we have closed our file.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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
December 2, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611Re: # 10927548 –
Macee [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Ms. [redacted] complaint regarding the requested replacement
of her microwave.Upon receipt of Ms....
[redacted]
complaint, we found that the microwave was replaced under the terms and
conditions of the Master Protection Agreement by out Protection Agreement
Benefits Association (PABA). Our records show the replacement was processed on
November 22, 2015 with delivery on November 24, 2015. If Ms. [redacted] is still in
need of assistance she can contact PABA directly at 1-800-827-6655. Since we
have replaced Ms. [redacted] microwave as requested and it is our understanding
that this resolution was acceptable to Ms. [redacted] we have closed our case.We apologize to Ms.
[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,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
directVanessa.L.[redacted]@searshc.com
December 7, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted]
rebuttal to the response we provided regarding her online order.We have reviewed [redacted] rebuttal, and we do not
find that she has brought any new information to her complaint. While we
understand that she remains dissatisfied with the service she received, we are
unable to grant her request to reimburse her the price difference she paid at
another retailer. As clarification, Sears made a one-time courtesy exception in
refunding [redacted] for two orders that [redacted] found were in fact delivered to
the shipping address. 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 if we failed her expectations, but we feel that a full refund for the
order she alleges to have not received is relative to the circumstances and our
decision is final. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]
May 9, 2016
Revdex.com
[redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No[redacted] Revdex.com File No: [redacted]
Via 1st Class US Postage
Via email: [redacted]
Dear [redacted]
This letter provides you with an update...
regarding [redacted] HVAC concerns. He has agreed, due to time restraints and our not having an installer readily available at this time, that he will provide us with estimates for the wiring of his [redacted] thermostat to the SHIP humidifier. We will reimburse him and the repairs can be done at his leisure.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] extension [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
[redacted]
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted]
We have completed the investigation of Mr. [redacted] complaint...
regarding his vacuum cleaner. The model vacuum in question has a one year manufacturer’s warranty. Due to the cost of the item, parts are not available for service. If Mr. [redacted] can product a receipt for his vacuum showing that he purchased it a year ago or less, then we will consider providing him with a gift card for the amount he paid. If not, we will provide a gift card for $25.00 as a customer courtesy. Mr. [redacted] may email me at [redacted] to let me know what he wishes to do. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears a TV that was delivered damaged and purchased from Sears. Our...
office provided a copy of Mr. [redacted] complaint to Sears Home Delivery for resolution. Since the TV was not in stock locally, we had one ordered into our local Merchandise Distribution Unit (MDO), it arrived on January 28, 2016. [redacted] from [redacted] informed our office that her records indicated that Mr. [redacted] has requested to have the new delivery cancelled and to be refunded. We will be picking up the damaged unit on Friday, January 29, 2016 and once it’s returned to the MDO, a full refund will be processed. Typically a consumer can expect to receive a refund within 5-7 days of the item being picked up. If Mr. [redacted] has any questions or concerns, he can reach me at [redacted]. At this time, since we have noted that we will be picking up the refrigerator and refunding Mr. [redacted], we ask that 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 Claims Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 8, 2015/02/17) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@searshc.com
February 17, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]
Dear Ms....
[redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding a replacement laptop.
Upon receiving Ms. [redacted]'s complaint, we escalated her concerns to [redacted] Senior Case Manager for Online Services, who states the following:
I am [redacted] a Senior Case Manager and I will be assisting you with your complaint filed with the Revdex.com for order XXXXXXXXXXX. I understand from your complaint that the laptop you purchase is defective. I have researched your order and would like to share my findings.
After receiving your complaint and reviewing order XXXXXXXXXXX our records show that the item purchased was sold by a third party vendor, Zoomusa advertising on the Sears.com website and not from Sears directly. For future reference we have enclosed a portion our disclaimer concerning Marketplace vendors for your review.
Disclaimer:
Sears.com and Kmart.com both partner with marketplace merchants who sell items on our website. If your order contains an item that is not sold by Sears or Kmart, please be advised that this item cannot be returned or exchanged at your local Sears or Kmart store. Your merchant's profile, which contains their specific return policy, is available via the product page. Please see your merchant's profile for additional details. Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and Kmart. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant. Please note that Sears and Kmart does not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final. Where applicable, all refunds will be issued in the same form as the original method of payment.
After reviewing all the documentation on this order and seeing that you have made every effort to get this matter resolved with the Seller and still no resolution Sears.com has resolved it. A full refund of $157.32 has been issued to your Visa account ending in 4421. The action we took is outside our policy and is only not normal practice; we do apologize for the inconveniences and frustration this matter has caused you. You are welcome to dispose of the item as well.
This credit should be viewable by your financial institution within 3-5 business days. Please contact your financial institution after that period to confirm that the credit has been applied to your account. Please note that your financial institution may have processing guidelines that may impact the time it takes for the credit to be reflected in your balance. That being said, because we have refunded Ms. [redacted] for her laptop, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com
March 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with...
our customer service and non-receipt of a refund for his cancelled sears.com order. It is unfortunate that we failed [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 sent an email directly to [redacted] to inform him that we issued a refund of $388.57 to his credit account ending in [redacted] on March 24, 2016. The remaining charges on his order entered pending status when his order was placed, but were released when his order was cancelled* [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he 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 [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]
Complaint: [redacted]
I am rejecting this response because it was non-responsive as to my complaint about the website review process. I had a product-related complaint for the website that was rejected.
Sincerely,
[redacted]
May 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding the service experience for her range. ...
It is unfortunate that we failed [redacted] expectations with her recent repair experience. We value [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred. Upon receipt of [redacted] complaint we found that her range had been repaired. [redacted] confirmed that it was in good working order. For customer satisfaction we offer to provide [redacted] with a one year Master Protection Agreement at no cost that we purchased on her behalf; this has a retail value of $73.19. As this resolution was acceptable to [redacted] we have closed our case. We apologize to [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 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our refund process for a snow thrower that he...
returned. We thank Mr. [redacted] for sharing his feedback regarding our return/refund policy and we apologize that we failed his expectations. When we researched his order we found that the Mr. [redacted] purchased the snow thrower on January 23, 2016 and our 30 day return period expired on February 23, 2016. However, for customer satisfaction our store accepted Mr. [redacted] return on February 29, 2016 without a restocking fee. As clarification, Sears return policy states that a customer has 30 days from the date of their original purchase to make a return (for a refund). It further states that refunds will be issued in the same form as the original method of payment. In Mr. [redacted] case the original form of payment was a check; therefore, his refund will be processed in the form of a check. Mr. [redacted] should receive the bank check via regular mail within 10 business days. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file. Again, 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 Complaint Specialist Sears Holdings Corporation [redacted]
April 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered with the delivery of his refrigerator and the...
return the hose he had purchased; as well as his request for a price adjustment on the refrigerator. It is unfortunate that we failed [redacted] expectations when he recently scheduled a refrigerator delivery. We value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We also apologize that [redacted] was misinformed that the purchase of his exchange sale did not qualify for our 30 day price protection. We would like to clarify, that our price protection is guaranteed 30 days from the original purchase date. If a consumer exchanges for the same model (due to damage or defect), then it would not qualify. However, [redacted] did select a different model, therefore, the purchase would qualify for the price protection; $49.00. As for the return of the hose, our return policy is also 30 days from the original purchase date. [redacted] did attempt to return after our 30 day return period had expired and did not qualify. As a good-will gesture, we offered to issue [redacted] a credit for the hose as well; 10.98. On April 19, 2016 we issued [redacted] a total credit of $64.93 to his credit card ending in [redacted] The credit should post to his account within 3-5 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, 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]
Complaint: 10990520
I am rejecting this response because:Although the tv set was eventually repaired it should never had been sold in the first place due to age and our family has suffered loss over the length of repair time plus had to acquire another tv set. We are now stuck with two things sets and having difficulty easily returning one tv to the leasing program recommend by Sears. This was misrepresentation of Sears on easy of returning a leased item bought from their store and leased through the company they recommend and setup. Our losses include tv location paid for cable and unable to use, time off of work and length to repair and now cost of now having two leases.
Sincerely,
Douglas [redacted]
April 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the quality of the multiple refrigerators...
delivered and the delivery delay of the replacement unit. It is unfortunate that we failed [redacted]s expectations when she recently scheduled a refrigerator delivery. We value [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 [redacted] may have experienced. We want to assure [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. Upon receipt of [redacted] we reviewed the delivery order and case notes related to the refrigerator. According to the delivery notes, the rescheduled delivery date is due to a manufacturer delay. The manufacturer notified us that the refrigerator will not be delivered until April 20, 2016. As clarification, because of the large selection of the merchandise we sell, we don’t stock appliances in our warehouses. The product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customer. [redacted] mentioned that she did not have a working refrigerator, and our technician had ordered a part to complete the repair. Regrettably, the manufacturer also notified us that the part ordered was on back order until April 22, 2016. We contacted [redacted] and provided the following options: She could exchange for another model; return for a full refund; or wait for the delivery of the replacement. [redacted] agreed to wait for the delivery of the same model on April 20, 2016. We would also like to note that our Parts Research Team located the part from an alternate source and we completed the repair of the refrigerator on April 11, 2016. Therefore, [redacted] will have a working refrigerator until the delivery of the replacement refrigerator. As for food loss reimbursement, on March 14, 2016 we issued [redacted] a bank check for $300.00, which is the max allowable amount. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time. 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]
December 9, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10964446–Edgar
[redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s
complaint regarding a lap top he purchased earlier this year....
According
to our records, the page for the item in question clearly said that the laptop
Mr. [redacted] purchased had a ninety day warranty. We have no records on file to
corroborate his claim that he was told differently. Regardless, it is the
consumer’s responsibility to examine the specifics of an item including the
warranty terms prior to purchase. As such, we cannot provide any assistance in
this matter and we respectfully ask that it be considered closed. We appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]Tammie.[redacted]@searshc.com
February 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Bo [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding an online order he placed using Shop Your...
Way Reward points. It is unfortunate if we failed Mr. [redacted]’s expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in his order we found that Mr. [redacted] initially paid with Shop Your Way Reward points. Therefore, the refund will be returned in the same form of payment. We can only apologize for any misinformation he may have received from Sears Online. We hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service. Since we have confirmed that Mr. [redacted] received a full refund of his Shop Your Way Reward points, 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
December 9, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Melissa [redacted] - #
10982883Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’ complaint regarding her microwave repair.First, we would like to
apologize to Ms. [redacted]...
for failing her expectations in regard to the repair of
her microwave. We understand that she found
the situation frustrating, but in order for the technician to order the correct
parts, the model and serial number needs to be legible. On December 8, 2015, the technician
re-examined Ms. [redacted]’ microwave and found that the tag, which was located in
the cooking cavity, had washed off. He
could tell that the unit was not abused and was able to locate the model number
on file. He subsequently replaced the
switch, completing the repair. Sandra
McQuilkin with unit 8038 spoke with Ms. [redacted] after the repair and she
indicated she was satisfied.
Accordingly, we ask that this matter be closed.Again, we apologize to
Ms. [redacted] and we appreciate the opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
December 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed
our investigation of Ms. [redacted]’s complaint regarding the charges she was
assessed for the in-home service provided on her refrigerator.We would first
note that it would be unusual to find any retailer, manufacturer, or appliance
repair company giving free troubleshooting/repair advice over the phone to
consumers that are not covered under some sort of warranty or service contract.
This is because there are not only liability issues that come into play with
providing technical advice over the phone, but also a cost involved in staffing
for the people that answer any questions. We note this because Ms. [redacted] was
outside her warranty coverage and was not covered by any service contract.
Therefore we would not have provided her with free troubleshooting beyond
possibly some very simple questions to determine what the problem was, so that
we could put this on her service order. If Ms. [redacted] wanted to possibly do
the repair herself, or troubleshoot to see if she could find out what was
causing the problem before paying for a repair, the she could have used her
owner’s manual, which contains troubleshooting for when the ice maker is not
producing ice, or she could even use the internet. Instead, she
contracted us to provide her with an in-home service call to assess her
refrigerator. She was informed that this would mean she would be responsible at
a minimum for paying us $95.00 plus tax for this service in addition to any
parts or labor. She ended up being charged $127.20 plus tax and our technician
turned on the ice maker and then hit a recessed button that puts it through a
test cycle. While this latter button is not mentioned in the owner’s manual, it
is not something that actually provides a repair itself. It is just a way to
test the ice maker function more quickly instead of a technician having to wait
for it to cycle. So the actual issue was that the ice maker was turned off and
the technician turned it back on. This switch is explained in the owner’s
manual and also in the troubleshooting section of the manual. It is possible
that in removing the ice bin that this was shut off on purpose, which is
actually suggested if the bin will be removed longer than a few minutes, and
not turned back on, or bumped and it was shut of accidentally; either way
though, it was not our responsibility to troubleshoot in advance of providing a
service call. The fact is that
we had expenses that we incurred to visit Ms. [redacted]’s home and stay there
for 29 minutes. As such, she should be responsible at the very least to our
minimum fee of $95.00 plus tax. With that said, as a courtesy our customer
support department offered Ms. [redacted] a partial refund of $65.00, which would
actually have meant that she would have paid much less than our minimum fee.
Unfortunately she declined this offer. If she reconsiders, she is welcome to
contact me at [redacted].[redacted]@searshc.com or at ([redacted]. In the interim, since Ms. [redacted] was previously offered
an equitable resolution which she declined, and we remain willing to honor this
if she changes her mind, we have closed our file.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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com