November 9, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: [redacted] – [redacted] E. [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her recent online order.It is unfortunate that we failed Ms....
[redacted]’s
expectations when she recently placed an order online. We value her patronage
and can understand how the series of events detailed in her complaint has
caused her to lose faith in Sears. Unfortunately, the washer was not available
per the manufacturer until October 7, 2015. As such, the order was cancelled on
September 30, 2015, by Supervisor Efren [redacted]. Accordingly, a refund was
processed on October 1, 2015, for $250.00 under sales check number
[redacted], $250.00 on [redacted], and $11.98 on [redacted]. We truly
regret any inconvenience Ms. [redacted] may have experienced. Additionally, we hope that in the future Ms.
[redacted] will allow us another opportunity to provide her with a better example of
customer service that we have built our reputation upon. In the interim, since
a full refund has been provided, 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, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed our investigation of [redacted]’ complaint regarding his Outlet purchased range and the customer care he received. We understand [redacted] is upset with the customer care he received from Sears we can assure [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We also understand that [redacted] is unhappy that [redacted] did not return his calls. It is important to note that all regulatory complaints are assigned a case manager and once done all correspondence for that issue is directed to that assigned case manager, including those to [redacted] there is no higher escalation level other than his assigned case manager with in the Sears network other than legal actions. Our senior service technician found that his range is working as designed. His particular model is designed for the pre-heat light to shut off after a certain time but that the range will still heat to the desired temperature. [redacted] also requested a bent trim piece be replaced under his manufactures warranty, this request was denied as the range was purchased at an outlet store. Outlet purchases may very well have minor cosmetic damage that does not interfere with the function of the item and is not covered under the manufacture warranty. After discussing our results with [redacted] he stated he was not happy with this double oven, we offered to process a full return and refund refund of the purchase of the range. [redacted] declined this offer. Since there is nothing to fix on [redacted]’ range and it is working as designed and [redacted] has declined the resolution offered we have closed our case. If [redacted] would like to move forward with the return and refund he need only contact me directly at [redacted] or via email at [redacted] and we will proceed. 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]
November 19, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the...
exchange of his refrigerator and our exchange policy.We are always concerned when one of our customers has a less than satisfactory experience. We can only apologize for the multiple attempts to repair his refrigerator and that we failed [redacted] expectations. As clarification, if an in-warranty appliance is deemed non-repairable after our 30 day return period, we process a product for product replacement, which is non-monetary exchange. On November 19, 2015 we contacted [redacted] and he confirmed that the warranty replacement refrigerator has been delivered. For customer satisfaction, we offered him a $50 gift card and he accepted the offer. The gift card was sent to the email address listed on the complaint. [redacted] should receive it via email within 3 business days. With that being said, since it is our understanding in speaking with [redacted] that the gift card is a resolution that met his approval, 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]
May 9, 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 lawn mower and his request to return the unit...
for a refund. [redacted] dropped his lawnmower at our repair facility on October 10, 2015. An initial examination of the unit was made to verify the model and serial number. Once this exam was completed, the lawn mower was forwarded to the four-cycle department for repairs. There, the technician examined the unit and found that the fuel was stale and internal engine damage was present. Due to the nature of the damage, the repair was not covered under the manufacturer’s warranty. Furthermore, because of the extent of the damage found, [redacted] was advised that it was not economical to repair. While [redacted] lawnmower is less than a year and a half old and covered by a warranty; the warranty has limitations. According to the warranty, any repairs necessary because of accident or failure to operate or maintain the product according to all supplied instructions is not covered. Furthermore, a refund is not an option for two reasons. First, under Sears’ Return Policy, [redacted] was permitted to return or exchange his lawnmower for 30 days from the date of purchase; now that nearly a year and a half has passed, he is too far outside the return policy timeframe for an accommodation. Secondly, since [redacted] damaged his lawn mower, no accommodations are warranted. As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
December 4,
2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed the investigation of [redacted] complaint regarding her microwave. One of our...
technicians
examined [redacted] microwave and all he could find wrong with it was that
smoke came out when it was operated. This was not mechanical smoke though; it
was from debris of some kind of food that had been baked into the interior from
over cooking. If [redacted] has not been able to remove the residue following
the cleaning instructions noted on page 27 of her owner’s manual, then there is
nothing that can be done to fix the issue. We want to stress that there are
cooking instructions listed on pages 7, 11, 12, and 18 of the owner’s manual. If
these are not followed, there can be issues such as [redacted] is experiencing.
Also, on page 5, it notes that the consumer would need to avoid over cooking food
in order to prevent having a fire in the cavity, which is what likely happened
as well. We take great pride
in our [redacted] products and fully stand behind their performance as well as the
terms of their warranty. [redacted] warranty covers any defects in materials
or workmanship, but it specifically excludes “damage to or failure of the
product resulting from accident, abuse, misuse or use for other than it’s
intended purpose.” As such, we are unable to grant [redacted] request for a
repair or replacement. We cannot make an exception for an issue such as this
where no defect was present in the machine. That said, we appreciate [redacted]
patronage and we are willing to provide her with a 10% discount off of the purchase
of a new microwave from Sears as a courtesy. This would apply on top of any
sale prices, but not to floor model, previously used, clearance, close-out or
outlet merchandise. Should [redacted] wish to accept our offer, she may contact
me via email for further information. In light of the aforementioned information,
we respectfully ask that this matter be considered 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
Complaint Specialist Sears Holdings
Corporation [redacted]
April 12, 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 his dissatisfaction with the...
cancellation of his sears.com order and his subsequent request for a $25.00 gift card. 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. Although it appears that the cancellation may have been partially due to an incorrect coupon application on the order, [redacted] concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have emailed a $25.00 eGift card directly to him as an apology for this issue. [redacted] is expected to receive the eGift card within 2-3 business days and should check both his inbox and junk mail folder for his gift card if Sears has not been added to his contacts. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. 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]
April 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that installation charges are not included in the...
purchase price of her appliances. We reviewed [redacted] orders and we would like to clarify that [redacted] purchased her appliances online. She purchased a dishwasher and a range in 2015, and recently purchased an over the range microwave oven in March 2016. For liability and safety purposes, the dishwasher and the microwave would both require a licensed electrician to install the units. When ordering online, if an appliance requires installation, the option to purchase installation is part of ordering process. [redacted] chose not to purchase installation on her dishwasher or on her microwave oven order. Our delivery teams are not certified or licensed to perform electrical installations, and will only set-up appliances that require standard plug-in to wall units such as refrigerators, washers, electric dryers or free-standing electric ranges. This is standard procedure for other retailers as well such as [redacted] As far as [redacted] request for installation at no charge is concerned, we did not find that this was warranted. [redacted] stated that she might not shop at Sears in the future, which we understand may cause a subsequent loss of sales and we do not take this lightly. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] expectations. [redacted] has the option to hire a local installation contractor, or she can contact Sears’ installation at [redacted] to purchase installation for her dishwasher and her microwave oven. 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]
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal, and have agreed with his request to cancel the Master Protection agreement on the [redacted] cycle as well as provide him with a gift card in the amount of $91.00 for his inconvenience. We have informed [redacted] that he may keep the chest strap Sears provided for his use. Since we have processed both the gift card in the amount of $91.00 and a refund check for the amount of $33.08 for the MPA purchased, we have closed our case. 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]
December 29, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Nichole L. [redacted] - # 11005290 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the washer and dryer recently purchased for her parents. ...
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her recently purchased appliances. It appears that Ms. [redacted]’s concerns were addressed prior to the recent of her complaint from your agency. Our records show that refunds for the washer dryer, accessories and protection agreements were processed on December 22, 2015. Additionally, we have documented Ms. [redacted]’s concerns with the customer service she received at the store when she requested that her parents’ appliances be returned. We do not take these matters lightly and we appreciate Ms. [redacted] bringing her concerns to our attention. With that said, since the requested refunds have been processed, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and her parents and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 13, 2015/03/24) */
Contact Name and Title: [redacted]
March 24, 2015
[redacted]
We have completed the investigation of...
[redacted] complaint regarding his refrigerator repair.
First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded [redacted] complaint to the District Service Manager for review and are confident that his concerns will be thoroughly addressed. On March 23, 2015, the technician returned to [redacted] home to install the parts that were previously ordered; completing the repair. While we are unable to refund [redacted] for his Service Smart Agreement (SSA), as he has utilized the contract for two repairs valued at $583.95, our office has processed a $50.00 gift card as a conciliatory gesture, which should be received by [redacted] within the next two weeks. In summary, since we have completed the repair to [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
[redacted]
Complaint: [redacted]
I am rejecting this response because:After 15+ hours of dealing with Sears, Sears did nothing to correct these problems. It was only after disputing the charges with my credit card company that they found in my favor and the charges were corrected. The matter has been settled at this point but I wanted you to be aware it wasn't because Sears corrected it, it was because my credit card company corrected it after being disputed.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I appreciate Sears' apology and admission, but now is the time to make me whole for the loss of food, the expenses I incurred (I had to buy a freezer at [redacted] while it tood FIVE (5) (!!) visits to repair the refrigerator, and the total waste of my time. Three of the five visits did nothing to advance the repair of my [redacted] refrigerator. My claim is: $250 lost spoiled food, per the contract$190 - freezer from [redacted] for a month$500 lost time from work waiting for three Sears visits which misdiagnosed problem, ordered incorrect partsTotal Claim: $940I will be happy to close the complaint when Sears makes things right by compensating me as set forth herein. [redacted] I will be happy to close the file if Sears makes these payments. [redacted] I have a pending claim for refrigerator freezer food loss. I also ask that I be given a partial re
Sincerely,
[redacted]
Initial Business Response /* (1000, 14, 2015/04/20) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
April 20, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding the coverage available under her warranty and Repair Protection Agreement (RPA) in relation to a tractor/riding mower purchase.
We were uncertain as to exactly what resolution [redacted] was requesting since the information we received from the Revdex.com was very brief. Accordingly, we reach out to her via email and ended up corresponding with [redacted] We then discovered the issue at hand was the fact that [redacted]had a service call in February for the wheel on his tractor and after he fixed the tire, he found the battery was dead. Unfortunately, there was some confusion as [redacted]still thought that the service order was open and that we had just not returned, when in fact the service order was closed out months ago. We were able to confirm with [redacted]that while the battery is not covered for failure after 90 days from the date of purchase under the terms of the manufacturer's warranty, it is covered under the terms for the RPA. To receive the part though, the consumer would normally have to set up a service call to have a technician make the determination that the battery needed to be replaced.
With that said, since [redacted]may have been given incorrect information at the store and was not aware that a technician would not be coming to assess the tractor, he ended up purchasing his battery directly at the store. As noted above, while this generally would not be covered under his RPA, we did make an exception due to the fact that he was not given the correct information on how to go about getting the battery replaced, or even how his coverage worked. Accordingly, a refund for $82.30 was processed on April 17, 2015, and the credit should post to his [redacted] within 1-5 business days of that date; the exact time for posting is dependent upon his card issuer's policies governing refunds. If for some reason he is unable to confirm the refund has posted by April 24, 2015, then he is welcome to contact me via email or phone. In the interim, since we have issued a full refund for the battery purchase, we have closed our file.
We apologize to[redacted] and [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Initial Business Response /* (1000, 5, 2014/11/17) */
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her...
allegation that a tire fell off of her vehicle after having her oil changed at Sears Auto Center.
[redacted] Manager of the Sears Auto Center in the Crystal Mall, provided the following response:
Sears Auto Center records indicate that the only service performed on [redacted] vehicle while in the Auto Center was an oil change. When a vehicle is in for an oil change, the tires are not removed from the vehicle. A courtesy inspection is done on the vehicle, as with all inspections, if our technicians find an issue, they will note it on the paperwork and advise the consumer, as was done in this case. Since we have noted our response to [redacted]
complaint, 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.
[redacted]
[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services. Upon receiving [redacted] complaint, it was provided to...
the local service unit in [redacted] Heights. [redacted] contacted [redacted] on Monday, December 21, 2015. [redacted] stated that she is not having any issues with the range at this time. She states that the tech's that came out didn't know what they were doing. I let [redacted] know that we will look into the service orders and we will use her feedback as a coaching opportunity. [redacted] was provided with [redacted] office number and has been invited to contact her in the event she requires any assistance from Sears. The range in question was purchased from Sears on November 9, 2014 and per our policy, [redacted] had 30 days in which to request a refund. Since we have noted our response to [redacted] complaint, 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 SpecialistSears Holdings Corporation[redacted]Tell us why here...
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [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 he has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received, the fact remains that Sears had no contact for a six month period that [redacted] was still having issues after our last repair. With that being said our decision remains the same and [redacted] will be responsible for any repairs needed on his out of warranty refrigerator. 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]
January 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with delay in receiving her refund for a...
cancelled item on her online order; and the customer service she received at the Kmart Store. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an online order. We value Ms. [redacted] 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 at her local Kmart store especially during the holiday season. 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. We would note that our systems take orders for store pick-up based on the amount of inventory showing as available in our systems. While we strive to have accurate information, it is possible for these numbers to not always be accurate. Some of the factors involved can be merchandise which is in a customer’s shopping cart at the store and not yet purchased, other purchases made before the store receives and processes the order, and various inaccuracies that are usually fixed by a manual count inventory that most retail stores do twice a year. The fact remains that when the store in question received Ms. [redacted] order, it appears that they no longer had any of the beard trimmers on hand to fulfill it. Typically, when an order is not accepted, the funds that are on hold are released, and usually there are no charges made to the consumer’s account for the cancelled item. It can take 3-5 business, depending on the consumer’s banking institute, for the funds to post back to their account. When Ms. [redacted] called to report that she had not received her refund for the cancelled item, we submitted a research on the refund. We discovered that due to a system error the refund for the cancelled item was not automatically issued. On December 25, 2015 we emailed Ms. [redacted] and informed her that we had issued her a credit of $19.99 and that the credit would post to her account within 3-5 business days. With that said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding a Master Protection Agreement for a free standing ice maker. We did receive the requested documentation from [redacted] and are currently working with her on this issue. 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]
December 15, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed
our investigation of [redacted] complaint regarding the amount she was
authorized for a replacement for her...
refrigerator. It is important to
note that [redacted] contacted Sears on July 10, 2015 for a repair on her 2010
refrigerator. As our records showed she had no service coverage she was offered
a Sears appliance warranty with the option of covered service for one
nonworking appliance in the first 30 days of coverage. This option includes a
$60.00 deductible with service coverage up to $500.00. If it is found that the
appliance cannot be repaired the replacement amount is $500.00. She agreed to
this coverage and a service was set up. Our service technician arrived on July
15, 2015 he found that she would need an ice maker with the corresponding hinge
connectors for the door. Our service technical group found that although the
ice maker was available the hinge connectors to complete the repairs were not available,
per our policy we did a part research with other part vendors and it was
confirmed on July 21, 2015 that the needed hinge connectors were not available.
[redacted] was informed of this and the
replacement amount of $500.00 per the terms and conditions of the appliance
warranty. [redacted] refused the replacement amount requesting the entire
freezer door be replaced. Unfortunately this was not an option both due to her
refrigerator model is no longer made and we can only get an entire door from
the manufacture if the item is still being produced. [redacted]
requested the replacement amount be raised by $200.00, bringing the replacement
amount to $700.00, for customer satisfaction reasons and due to [redacted]
stating this amount would be satisfactory and we felt it was not an
unreasonable request we did increase the replacement amount to $700.00 on
November 5, 2015. Our records show that on November 9, 2015 [redacted] called
in and demanded the replacement amount be increased again to $1699.00. This was
denied as we did not feel it was a reasonable request since [redacted]
accepted the requested $200.00 increase two days before. [redacted] did use
the authorized replacement amount of $700.00 on December 1, 2015 with delivery
on December 8, 2015. Since [redacted] has used the authorized replacement 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 SpecialistSears Holdings
Corporation[redacted]
November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted]’ complaint regarding our minimum, non-refundable trip fee that she was not refunded once...
it was realized that she needed a warranty repair.We would first note that if a consumer suspects they qualify for a warranty repair, even if it just under an exceptional parts warranty as with [redacted] appliance, it is best that they contact the manufacturer to arrange this. The manufacturer will then contract with whatever
company they are currently using to provide warranty service and if the repair
does turn out to meet the criteria for coverage, they would then cover that
part of the bill. In [redacted] case, she contacted us directly and just set
up a basic cash call. We are authorized to work on Whirlpool items it is just
that currently we are not the company they are using to provide authorized
service under their warranties. At the time the call was scheduled though, we
were still under contract with them if [redacted] had went through Whirlpool.
If she had scheduled through them and they had initially started using us, then
the service order would still have been paid by Whirlpool as a warrantied
repair since they would have honored any service that was already in process.
It was not our fault that [redacted] did not set up the service through the
manufacturer and we did incur expenses to provide her with service in her home.
With that said, as a one-time accommodation we are willing to refund the
remaining $95.00 even though it will mean we did not receive any compensation
for our time or expenses, including the two visits and hour and 50 minutes total
that we spent in her home. In order to process this refund, I will need [redacted] to call me at [redacted] so that she can provide the other 12 digits
of her 16 digit [redacted] ending in [redacted]. Due to the length of time that has
elapsed her credit card information is no longer viewable in our system. Once
this is received we will issue a refund for $95.00. In the interim, since we
are willing to refund as soon as we receive the card number, we have closed our
file pending [redacted] response.We apologize to [redacted]s 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]
November 9, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: [redacted] – [redacted] E. [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her recent online order.It is unfortunate that we failed Ms....
[redacted]’s
expectations when she recently placed an order online. We value her patronage
and can understand how the series of events detailed in her complaint has
caused her to lose faith in Sears. Unfortunately, the washer was not available
per the manufacturer until October 7, 2015. As such, the order was cancelled on
September 30, 2015, by Supervisor Efren [redacted]. Accordingly, a refund was
processed on October 1, 2015, for $250.00 under sales check number
[redacted], $250.00 on [redacted], and $11.98 on [redacted]. We truly
regret any inconvenience Ms. [redacted] may have experienced. Additionally, we hope that in the future Ms.
[redacted] will allow us another opportunity to provide her with a better example of
customer service that we have built our reputation upon. In the interim, since
a full refund has been provided, 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, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed our investigation of [redacted]’ complaint regarding his Outlet purchased range and the customer care he received. We understand [redacted] is upset with the customer care he received from Sears we can assure [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We also understand that [redacted] is unhappy that [redacted] did not return his calls. It is important to note that all regulatory complaints are assigned a case manager and once done all correspondence for that issue is directed to that assigned case manager, including those to [redacted] there is no higher escalation level other than his assigned case manager with in the Sears network other than legal actions. Our senior service technician found that his range is working as designed. His particular model is designed for the pre-heat light to shut off after a certain time but that the range will still heat to the desired temperature. [redacted] also requested a bent trim piece be replaced under his manufactures warranty, this request was denied as the range was purchased at an outlet store. Outlet purchases may very well have minor cosmetic damage that does not interfere with the function of the item and is not covered under the manufacture warranty. After discussing our results with [redacted] he stated he was not happy with this double oven, we offered to process a full return and refund refund of the purchase of the range. [redacted] declined this offer. Since there is nothing to fix on [redacted]’ range and it is working as designed and [redacted] has declined the resolution offered we have closed our case. If [redacted] would like to move forward with the return and refund he need only contact me directly at [redacted] or via email at [redacted] and we will proceed. 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]
November 19, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the...
exchange of his refrigerator and our exchange policy.We are always concerned when one of our customers has a less than satisfactory experience. We can only apologize for the multiple attempts to repair his refrigerator and that we failed [redacted] expectations. As clarification, if an in-warranty appliance is deemed non-repairable after our 30 day return period, we process a product for product replacement, which is non-monetary exchange. On November 19, 2015 we contacted [redacted] and he confirmed that the warranty replacement refrigerator has been delivered. For customer satisfaction, we offered him a $50 gift card and he accepted the offer. The gift card was sent to the email address listed on the complaint. [redacted] should receive it via email within 3 business days. With that being said, since it is our understanding in speaking with [redacted] that the gift card is a resolution that met his approval, 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]
May 9, 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 lawn mower and his request to return the unit...
for a refund. [redacted] dropped his lawnmower at our repair facility on October 10, 2015. An initial examination of the unit was made to verify the model and serial number. Once this exam was completed, the lawn mower was forwarded to the four-cycle department for repairs. There, the technician examined the unit and found that the fuel was stale and internal engine damage was present. Due to the nature of the damage, the repair was not covered under the manufacturer’s warranty. Furthermore, because of the extent of the damage found, [redacted] was advised that it was not economical to repair. While [redacted] lawnmower is less than a year and a half old and covered by a warranty; the warranty has limitations. According to the warranty, any repairs necessary because of accident or failure to operate or maintain the product according to all supplied instructions is not covered. Furthermore, a refund is not an option for two reasons. First, under Sears’ Return Policy, [redacted] was permitted to return or exchange his lawnmower for 30 days from the date of purchase; now that nearly a year and a half has passed, he is too far outside the return policy timeframe for an accommodation. Secondly, since [redacted] damaged his lawn mower, no accommodations are warranted. As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
December 4,
2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed the investigation of [redacted] complaint regarding her microwave. One of our...
technicians
examined [redacted] microwave and all he could find wrong with it was that
smoke came out when it was operated. This was not mechanical smoke though; it
was from debris of some kind of food that had been baked into the interior from
over cooking. If [redacted] has not been able to remove the residue following
the cleaning instructions noted on page 27 of her owner’s manual, then there is
nothing that can be done to fix the issue. We want to stress that there are
cooking instructions listed on pages 7, 11, 12, and 18 of the owner’s manual. If
these are not followed, there can be issues such as [redacted] is experiencing.
Also, on page 5, it notes that the consumer would need to avoid over cooking food
in order to prevent having a fire in the cavity, which is what likely happened
as well. We take great pride
in our [redacted] products and fully stand behind their performance as well as the
terms of their warranty. [redacted] warranty covers any defects in materials
or workmanship, but it specifically excludes “damage to or failure of the
product resulting from accident, abuse, misuse or use for other than it’s
intended purpose.” As such, we are unable to grant [redacted] request for a
repair or replacement. We cannot make an exception for an issue such as this
where no defect was present in the machine. That said, we appreciate [redacted]
patronage and we are willing to provide her with a 10% discount off of the purchase
of a new microwave from Sears as a courtesy. This would apply on top of any
sale prices, but not to floor model, previously used, clearance, close-out or
outlet merchandise. Should [redacted] wish to accept our offer, she may contact
me via email for further information. In light of the aforementioned information,
we respectfully ask that this matter be considered 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
Complaint Specialist Sears Holdings
Corporation [redacted]
April 12, 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 his dissatisfaction with the...
cancellation of his sears.com order and his subsequent request for a $25.00 gift card. 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. Although it appears that the cancellation may have been partially due to an incorrect coupon application on the order, [redacted] concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have emailed a $25.00 eGift card directly to him as an apology for this issue. [redacted] is expected to receive the eGift card within 2-3 business days and should check both his inbox and junk mail folder for his gift card if Sears has not been added to his contacts. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. 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]
April 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that installation charges are not included in the...
purchase price of her appliances. We reviewed [redacted] orders and we would like to clarify that [redacted] purchased her appliances online. She purchased a dishwasher and a range in 2015, and recently purchased an over the range microwave oven in March 2016. For liability and safety purposes, the dishwasher and the microwave would both require a licensed electrician to install the units. When ordering online, if an appliance requires installation, the option to purchase installation is part of ordering process. [redacted] chose not to purchase installation on her dishwasher or on her microwave oven order. Our delivery teams are not certified or licensed to perform electrical installations, and will only set-up appliances that require standard plug-in to wall units such as refrigerators, washers, electric dryers or free-standing electric ranges. This is standard procedure for other retailers as well such as [redacted] As far as [redacted] request for installation at no charge is concerned, we did not find that this was warranted. [redacted] stated that she might not shop at Sears in the future, which we understand may cause a subsequent loss of sales and we do not take this lightly. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] expectations. [redacted] has the option to hire a local installation contractor, or she can contact Sears’ installation at [redacted] to purchase installation for her dishwasher and her microwave oven. 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]
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal, and have agreed with his request to cancel the Master Protection agreement on the [redacted] cycle as well as provide him with a gift card in the amount of $91.00 for his inconvenience. We have informed [redacted] that he may keep the chest strap Sears provided for his use. Since we have processed both the gift card in the amount of $91.00 and a refund check for the amount of $33.08 for the MPA purchased, we have closed our case. 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]
December 29, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Nichole L. [redacted] - # 11005290 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the washer and dryer recently purchased for her parents. ...
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her recently purchased appliances. It appears that Ms. [redacted]’s concerns were addressed prior to the recent of her complaint from your agency. Our records show that refunds for the washer dryer, accessories and protection agreements were processed on December 22, 2015. Additionally, we have documented Ms. [redacted]’s concerns with the customer service she received at the store when she requested that her parents’ appliances be returned. We do not take these matters lightly and we appreciate Ms. [redacted] bringing her concerns to our attention. With that said, since the requested refunds have been processed, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and her parents and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 13, 2015/03/24) */
Contact Name and Title: [redacted]
March 24, 2015
[redacted]
We have completed the investigation of...
[redacted] complaint regarding his refrigerator repair.
First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded [redacted] complaint to the District Service Manager for review and are confident that his concerns will be thoroughly addressed. On March 23, 2015, the technician returned to [redacted] home to install the parts that were previously ordered; completing the repair. While we are unable to refund [redacted] for his Service Smart Agreement (SSA), as he has utilized the contract for two repairs valued at $583.95, our office has processed a $50.00 gift card as a conciliatory gesture, which should be received by [redacted] within the next two weeks. In summary, since we have completed the repair to [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
[redacted]
Complaint: [redacted]
I am rejecting this response because:After 15+ hours of dealing with Sears, Sears did nothing to correct these problems. It was only after disputing the charges with my credit card company that they found in my favor and the charges were corrected. The matter has been settled at this point but I wanted you to be aware it wasn't because Sears corrected it, it was because my credit card company corrected it after being disputed.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I appreciate Sears' apology and admission, but now is the time to make me whole for the loss of food, the expenses I incurred (I had to buy a freezer at [redacted] while it tood FIVE (5) (!!) visits to repair the refrigerator, and the total waste of my time. Three of the five visits did nothing to advance the repair of my [redacted] refrigerator. My claim is: $250 lost spoiled food, per the contract$190 - freezer from [redacted] for a month$500 lost time from work waiting for three Sears visits which misdiagnosed problem, ordered incorrect partsTotal Claim: $940I will be happy to close the complaint when Sears makes things right by compensating me as set forth herein. [redacted] I will be happy to close the file if Sears makes these payments. [redacted] I have a pending claim for refrigerator freezer food loss. I also ask that I be given a partial re
Sincerely,
[redacted]
Initial Business Response /* (1000, 14, 2015/04/20) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
April 20, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding the coverage available under her warranty and Repair Protection Agreement (RPA) in relation to a tractor/riding mower purchase.
We were uncertain as to exactly what resolution [redacted] was requesting since the information we received from the Revdex.com was very brief. Accordingly, we reach out to her via email and ended up corresponding with [redacted] We then discovered the issue at hand was the fact that [redacted]had a service call in February for the wheel on his tractor and after he fixed the tire, he found the battery was dead. Unfortunately, there was some confusion as [redacted]still thought that the service order was open and that we had just not returned, when in fact the service order was closed out months ago. We were able to confirm with [redacted]that while the battery is not covered for failure after 90 days from the date of purchase under the terms of the manufacturer's warranty, it is covered under the terms for the RPA. To receive the part though, the consumer would normally have to set up a service call to have a technician make the determination that the battery needed to be replaced.
With that said, since [redacted]may have been given incorrect information at the store and was not aware that a technician would not be coming to assess the tractor, he ended up purchasing his battery directly at the store. As noted above, while this generally would not be covered under his RPA, we did make an exception due to the fact that he was not given the correct information on how to go about getting the battery replaced, or even how his coverage worked. Accordingly, a refund for $82.30 was processed on April 17, 2015, and the credit should post to his [redacted] within 1-5 business days of that date; the exact time for posting is dependent upon his card issuer's policies governing refunds. If for some reason he is unable to confirm the refund has posted by April 24, 2015, then he is welcome to contact me via email or phone. In the interim, since we have issued a full refund for the battery purchase, we have closed our file.
We apologize to[redacted] and [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Initial Business Response /* (1000, 5, 2014/11/17) */
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her...
allegation that a tire fell off of her vehicle after having her oil changed at Sears Auto Center.
[redacted] Manager of the Sears Auto Center in the Crystal Mall, provided the following response:
Sears Auto Center records indicate that the only service performed on [redacted] vehicle while in the Auto Center was an oil change. When a vehicle is in for an oil change, the tires are not removed from the vehicle. A courtesy inspection is done on the vehicle, as with all inspections, if our technicians find an issue, they will note it on the paperwork and advise the consumer, as was done in this case. Since we have noted our response to [redacted]
complaint, 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.
[redacted]
[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services. Upon receiving [redacted] complaint, it was provided to...
the local service unit in [redacted] Heights. [redacted] contacted [redacted] on Monday, December 21, 2015. [redacted] stated that she is not having any issues with the range at this time. She states that the tech's that came out didn't know what they were doing. I let [redacted] know that we will look into the service orders and we will use her feedback as a coaching opportunity. [redacted] was provided with [redacted] office number and has been invited to contact her in the event she requires any assistance from Sears. The range in question was purchased from Sears on November 9, 2014 and per our policy, [redacted] had 30 days in which to request a refund. Since we have noted our response to [redacted] complaint, 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 SpecialistSears Holdings Corporation[redacted]Tell us why here...
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [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 he has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received, the fact remains that Sears had no contact for a six month period that [redacted] was still having issues after our last repair. With that being said our decision remains the same and [redacted] will be responsible for any repairs needed on his out of warranty refrigerator. 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]
January 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with delay in receiving her refund for a...
cancelled item on her online order; and the customer service she received at the Kmart Store. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an online order. We value Ms. [redacted] 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 at her local Kmart store especially during the holiday season. 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. We would note that our systems take orders for store pick-up based on the amount of inventory showing as available in our systems. While we strive to have accurate information, it is possible for these numbers to not always be accurate. Some of the factors involved can be merchandise which is in a customer’s shopping cart at the store and not yet purchased, other purchases made before the store receives and processes the order, and various inaccuracies that are usually fixed by a manual count inventory that most retail stores do twice a year. The fact remains that when the store in question received Ms. [redacted] order, it appears that they no longer had any of the beard trimmers on hand to fulfill it. Typically, when an order is not accepted, the funds that are on hold are released, and usually there are no charges made to the consumer’s account for the cancelled item. It can take 3-5 business, depending on the consumer’s banking institute, for the funds to post back to their account. When Ms. [redacted] called to report that she had not received her refund for the cancelled item, we submitted a research on the refund. We discovered that due to a system error the refund for the cancelled item was not automatically issued. On December 25, 2015 we emailed Ms. [redacted] and informed her that we had issued her a credit of $19.99 and that the credit would post to her account within 3-5 business days. With that said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding a Master Protection Agreement for a free standing ice maker. We did receive the requested documentation from [redacted] and are currently working with her on this issue. 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]
December 15, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed
our investigation of [redacted] complaint regarding the amount she was
authorized for a replacement for her...
refrigerator. It is important to
note that [redacted] contacted Sears on July 10, 2015 for a repair on her 2010
refrigerator. As our records showed she had no service coverage she was offered
a Sears appliance warranty with the option of covered service for one
nonworking appliance in the first 30 days of coverage. This option includes a
$60.00 deductible with service coverage up to $500.00. If it is found that the
appliance cannot be repaired the replacement amount is $500.00. She agreed to
this coverage and a service was set up. Our service technician arrived on July
15, 2015 he found that she would need an ice maker with the corresponding hinge
connectors for the door. Our service technical group found that although the
ice maker was available the hinge connectors to complete the repairs were not available,
per our policy we did a part research with other part vendors and it was
confirmed on July 21, 2015 that the needed hinge connectors were not available.
[redacted] was informed of this and the
replacement amount of $500.00 per the terms and conditions of the appliance
warranty. [redacted] refused the replacement amount requesting the entire
freezer door be replaced. Unfortunately this was not an option both due to her
refrigerator model is no longer made and we can only get an entire door from
the manufacture if the item is still being produced. [redacted]
requested the replacement amount be raised by $200.00, bringing the replacement
amount to $700.00, for customer satisfaction reasons and due to [redacted]
stating this amount would be satisfactory and we felt it was not an
unreasonable request we did increase the replacement amount to $700.00 on
November 5, 2015. Our records show that on November 9, 2015 [redacted] called
in and demanded the replacement amount be increased again to $1699.00. This was
denied as we did not feel it was a reasonable request since [redacted]
accepted the requested $200.00 increase two days before. [redacted] did use
the authorized replacement amount of $700.00 on December 1, 2015 with delivery
on December 8, 2015. Since [redacted] has used the authorized replacement 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 SpecialistSears Holdings
Corporation[redacted]
November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted]’ complaint regarding our minimum, non-refundable trip fee that she was not refunded once...
it was realized that she needed a warranty repair.We would first note that if a consumer suspects they qualify for a warranty repair, even if it just under an exceptional parts warranty as with [redacted] appliance, it is best that they contact the manufacturer to arrange this. The manufacturer will then contract with whatever
company they are currently using to provide warranty service and if the repair
does turn out to meet the criteria for coverage, they would then cover that
part of the bill. In [redacted] case, she contacted us directly and just set
up a basic cash call. We are authorized to work on Whirlpool items it is just
that currently we are not the company they are using to provide authorized
service under their warranties. At the time the call was scheduled though, we
were still under contract with them if [redacted] had went through Whirlpool.
If she had scheduled through them and they had initially started using us, then
the service order would still have been paid by Whirlpool as a warrantied
repair since they would have honored any service that was already in process.
It was not our fault that [redacted] did not set up the service through the
manufacturer and we did incur expenses to provide her with service in her home.
With that said, as a one-time accommodation we are willing to refund the
remaining $95.00 even though it will mean we did not receive any compensation
for our time or expenses, including the two visits and hour and 50 minutes total
that we spent in her home. In order to process this refund, I will need [redacted] to call me at [redacted] so that she can provide the other 12 digits
of her 16 digit [redacted] ending in [redacted]. Due to the length of time that has
elapsed her credit card information is no longer viewable in our system. Once
this is received we will issue a refund for $95.00. In the interim, since we
are willing to refund as soon as we receive the card number, we have closed our
file pending [redacted] response.We apologize to [redacted]s 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]