Complaint: [redacted]
I am rejecting this response because: it does not solve my problem. Instead of going back and forth with this issue, just resolve it. We can keep going back and forth with this "do this or try that, too bad so sad Sears gave you an excellent working product and now it does not work" With this games, I am glad I bought your extended warranty, if I did not, wow, where would I be with a defective product. What would you do with the running around I'm getting? Putting yourself in my shoes, I would like to know if you would settle for less. At one point or another we are customers of a big investment, maybe to you, a refrigerator is no big deal. To me and my family is a way to keep food fresh and consume it while it still in good condition. Fine, you offer money to get us through, however, 50usd to barely get by, where is the sense of that, or is that another "get over it and go with the flow". Both customer service and the quality has gone downhill, not just appliances, everything else too. Please have some consideration, it's all we can ask for. Thank You very much for your time to help us. I have written or used Revdex.com for help and there had been a positive attitude about helping the customer.
Sincerely,
[redacted]
February 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order and...
non-receipt of a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] or alternate address of [redacted]. [redacted] email address is [redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After researching the notes in his order, it was confirmed that the order was returned and received. Therefore, a refund was processed on January 21, 2016, for a total of $75.66. For Mr. [redacted] records the return receipt number is [redacted]. Since Sears has released this refund transaction to Mr. [redacted] financial institution it is their responsibility for processing this refund to his account. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 3, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]
complaint regarding the estimate she was given to repair her washer.We would like to...
note that while Ms. [redacted] implies she
waited until October 5th and the part had not arrived before she
explored other options, our records show that the new washer was purchased September
29, 2015. Additionally, while the part was temporarily on back-order from GE,
something we would not know until the part was ordered and GE informed us of
this, it was only a very short delay and the part shipped on September 29,
2015, and would have arrived before the scheduled service date of October 2nd. Secondly, when we do have customers that reconsider
their decision to proceed with a repair, our process would be to refund them
for the part once it is returned back to us, and then refund for any labor we
might have collected on the first visit. However, we would still retain the
non-refundable minimum fee of $79.00, as that fee would have been due even on
the first visit if the estimate was declined. We apologize that Ms. [redacted] was
given incorrect information from store management that we would normally refund
in full, as this was not the case. With that said, prior to our receipt of Ms. [redacted] Revdex.com
complaint, our customer support group had already refunded her for the charges
above the minimum fee, and because the store requested that she be refunded the
rest as the store manager had made this commitment, they had also refunded the
remaining amount retained. So on October 23, 2015, she was refunded $149.43 and
on October 30, 2015, she was refunded the remaining $78.66. As this was the
resolution Ms. [redacted] was requesting, 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: [email protected]
Complaint: [redacted]
I am rejecting this response because: We still have not received the $65.00 gift card in the mail. I spoke with [redacted] and she said she was going to look into it and call me back. I did not get a response from her so I called again and left her a voicemail. She has not responded.
Sincerely,
[redacted]
April 15, 2016 Revdex.com [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No.: [redacted]
[redacted] Revdex.com Case # [redacted] Via: Revdex.com Website Dear [redacted] Thank you for allowing our office to assist you with the concern you...
recently brought to our attention. On behalf of Sears please know that we do value [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file. Sears is dedicated to its customers and their overall satisfaction with any and all work performed by either Sears or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. The Product Repair Service (PRS) Department was notified about [redacted]’s complaint regarding the alleged lack of service she received from us. This would not be the normal process for our technicians or representatives. Per Sears’ policy, the matter has been reviewed and addressed by the appropriate management. During my conversation with [redacted] on 03/23/2016 she stated that she did not want Sears in her home and that she had already purchased a new water heater. According to our Regulatory Specialist who was previously handling [redacted]’s case, Sears issued a check to [redacted] for the amount of her latest Protection Agreement (PA) renewal ($98.58), but her coverage is still in effect until 04/24/2016. Sears regrets that we were not able to meet her expectations. We hope that she keeps us in mind for future service or home improvement needs. As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at [redacted], or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
Initial Business Response /* (1000, 11, 2014/12/29) */
December 29, 2014
[redacted]
In reference to...
[redacted] complaint, I have been in correspondence with him and am addressing his concerns. We have made the changes required by the City Inspector per the inspection. An alternate installer was assigned to address [redacted] additional concerns. On December 23rd, the installer went to [redacted] home and found the thermostat does in fact need to be replaced. An additional appointment has been made to change out the thermostat and assess the additional repairs needed. I will continue to provide you with updates as soon as I am able.
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], or via email at [redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 13, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
because the thermostat still no working correctly and assuming they need have to replace the thermostat again or verify if all the wires from the inside unit are hooked up correctly videos from the problem is attached to my case worked [redacted]
Final Business Response /* (4000, 15, 2015/01/15) */
January 15, 2015
[redacted]
In reference to [redacted] complaint, I have continued to stay in correspondence with [redacted]. An alternate installer, [redacted], was assigned to go to [redacted] home to address his concerns and make the necessary repairs. The thermostat has been changed out as well as repairs done to the ductwork. The PVC pipes were previously repaired by the original installer. [redacted] has confirmed that [redacted] made the required repairs except for the ceiling and attic door. [redacted] said it was just a spring on the attic door which he said he will take care of himself. I am currently working toward scheduling the ceiling repairs to be made where the PVC pipe had previously leaked. [redacted] has expressed continued concern that his unit is still not shutting off as it should. He has requested a Spanish speaker to assist with the explanation and translation of what he is experiencing. We were able to assign an additional installer who employs a Spanish speaking associate to go to [redacted] home on 1/17/2015. They will help translate and explain what the unit is doing and how it is supposed to work. If there are additional repairs we need to address in regards to our installation or product, we will be sure to schedule those repairs with [redacted]. I will continue to provide you with updates as soon as I am able.
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] or via email at [redacted]
[redacted]
December 8, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: 10974392 – Floyd [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s complaint
regarding his recent online order and his non-receipt of the full order.As...
clarification, our online
website hosts other retailers through our Sears Marketplace program. The goal
of our marketplace is to provide items that might not be available through our
own online channels, so that our consumers have more options online. We offer
our own merchandise as well as choices available from third-party vendors. For
any consumer that would like to restrict their purchases to Sears items or
services specifically, there is a tab that may be used to select only Sears
items or to narrow the results returned from an item search. It should be noted that even
when a customer accepts assistance by telephone, our system informs our online
agents when a customer has chosen a marketplace item and prompts them to
explain that their order will not be provided by Sears. Marketplace retailers
that have chosen to showcase on our website have their own promotions, shipping
charges, and refund, return and cancellation policies. Sears does not have any
jurisdiction over the seller’s pricing, fees or policies, but does periodically
review customer feedback for each seller to determine whether they meet our
standards and will be allowed to continue to advertise on our website.With that said, our records
indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor,
not Sears Holdings Corporation. In Mr. [redacted]’s case, the order was fulfilled by BulkBuyWholesale
located at 22512 Avenida Empressa, RSM CA 92688, with an email address of: [email protected] and telephone number [redacted]. We have a very comprehensive disclaimer on
our website that sets forth the terms and conditions of ordering from our site.
For Mr. [redacted]’s records, we have included our disclaimer below:Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such
as banner advertisements, pop-up texts, and links to third party sites. We are
not responsible for the content of such advertisements or links, or for any
products, services or other materials relating to such advertisements, any
linked site, or any link contained in a linked site. The display of any advertisement
or link does not imply endorsement by us of the advertisement or linked site or
any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO
ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED
USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS,
SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED
THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party
merchants, such as items sold by Sears Marketplace sellers, are subject to the
third party merchant's individual returns and cancellations policies. If you
are purchasing an item from a third party merchant, please see the third party
merchant's page for details.After researching Mr. [redacted]’s
online order notes we found that the Seller shipped the missing item to his
address in Lewistown, PA. We confirmed that the item was delivered on December
4, 2015, via USPS. Additionally, the Seller informed Mr. [redacted] that there was no
need to return the incorrect item back to them. Therefore, he may either keep
the incorrect item or dispose of it to his discretion. In closure, since it is
our understanding that this resolution met with Mr. [redacted]’s approval, we have
closed our file.We appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns. Sincerely, Eligia [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11090869 – Matthew [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his recent visit to...
one of our auto centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to Robert Bogan, Auto Center Manager of store# 6055 who states the following:
Mr. [redacted] came in for an oil change which was completed. After picking up the vehicle that night, Mr. [redacted] drove the vehicle home and a couple days later, he returned stating he had no time to come in or call prior, but the oil light was on when he initially left the facility. When inspected, the technician did diagnose the concern as the oil pressure switch. There was a note that the oil was slightly over the full mark and a very minor amount was drained out to bring back to full level (overfilled oil cannot cause pressure sensor to go bad). After presenting the find to Mr. [redacted], he insisted it was due to workmanship. When inspected there was no sign of tampering, and the fact that the sensor was nowhere near where the components for the oil change were would indicate that is was just a sensor gone bad, which is common in vehicles to fail. As a good gesture, I offered to install the sensor, in which I would cover the cost labor associated and they cover the cost of the sensor, since it was a component on Mr. [redacted]’s vehicle that did in fact fail. At this point the offer still stands and has yet to be accepted by Mr. [redacted]. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online orders and request for a...
free return label. We would first like to apologize for any inconvenience Mr. [redacted] may have experienced with this matter. We can understand his frustration with the series of events detailed in his complaint. 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 we found Mr. [redacted] had two recent orders. The first order [redacted] was returned and a refund of $186.16 was processed on January 23, 2016, by the local store. For Mr. [redacted] records the return receipt number is [redacted] The second order [redacted] was returned and a refund of $40.52 was credited back to his [redacted] account ending in [redacted] and $117.47 was credited back to his Shop Your Way Rewards account. For Mr. [redacted] records the return receipt number is [redacted] We hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a 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 Specialist Sears Holdings Corporation
February 16, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Steve [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his order of a cook-top. We would first...
like to apologize that Mr. [redacted]’s cook-top was not ready for pick-up within the estimated time given. In researching our records we can see where Mr. [redacted] was at first trying to determine the status of his cook-top, but by the end of December it sounds like he acknowledges that the store had it for him to pick-up. It is hard to tell whether he is requesting to still cancel the order or cancel his credit card at that time. To clarify, Sears does not administer the Sears branded credit card; it is owned and administered by Citicorp. If Mr. [redacted] wants to cancel his credit card, he would need to contact the phone number on his credit card to do so. With that said, the last time we checked his order on January 6, 2016, it showed that the cook-top had been picked up at the store in question and then shortly after that Mr. [redacted] paid off the sale via a payment made in the store. We interpret this to mean that he did finally get the merchandise he ordered and must have decided to keep it rather than return it. If that is not the case and Mr. [redacted] still requires assistance, he is welcome to contact me. 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:First and foremost, my name is not [redacted]. Apparently, [redacted] was also deceived by this deceptive trade practice as evidenced by the "copy and paste" of this message (please see the incorrect name written in the beginning of the paragraph (fourth paragraph from the bottom). Thus, I must assume that others are being deceived by your advertising (e.g., pictures on the website as well as wording). Additionally, did you check the mobile site? There is no mention of requiring two box springs. And as I mentioned previously, two twin XL mattresses would be DOUBLE the price of a king even though they are listed together. How is this not deceptive? I am not "whole" because I received a full refund. I asked for a refund, because I spent almost a full day on the phone with your customer service agents and was promised a complete set for no additional cost. Three of your customer service agents promised to give me the additional box spring at no extra cost. I even had this shipment scheduled. When I called back to confirm (numerous times), the representatives, supervisors, and managers indicated that there was no documentation of me speaking with these agents. I request that you listen to all of the voice recorded conversations I had with these employees (telephone number [redacted]. Also, I am able to provide all of their names and badge numbers and you can cross reference their information.
Sincerely,
[redacted]
Complaint: 11027511
I am rejecting this response because: Sears was responsible for the AC unit, Installation, and maintenance .
Sincerely,
Laura [redacted]
January 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Alicja [redacted] - # 10997482 Dear Ms. [redacted], We have not completed the investigation of Ms. [redacted]’s complaint regarding her refrigerator repair. Ms. [redacted] was contacted after receiving her rebuttal and is currently scheduled to have a technician install a filter on January 7, 2015. The filter was ordered yesterday and unless the shipping of the part is delayed, the service should be completed as scheduled. However, due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. We are confident that the repair will resolve the issues with Ms. [redacted]’s refrigerator, but we ask that this case remain open, pending the completion of Ms. [redacted]’s repair. Thank you for your patience. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding appliances
purchased from the Sears in Sterling.[redacted]
Sears Hometown Stores...
District Sales Manager provided the following response:We
have resolved [redacted] complaint to her satisfaction. The stove has been
exchanged and we reprocessed the sale of the appliances and provided a 15%
sales adjustment per [redacted] request. [redacted] also purchased two pedestals
for her washer and dryer. An additional $75.00 sales adjustment was provided
due to an imperfection on the side of the stove. Moving forward, if I can be of
any additional assistance to [redacted] she can reach me at [redacted] That
said, 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]
May 16, 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 she encountered when she attempted to return her online...
order. On May 16, 2016 we contacted [redacted] and honored her request to return her online order. [redacted] confirmed that she had ordered 7 items and wanted to return 6 items. We agreed to honor her request and informed her that she would receive a refund upon receipt of the items. As clarification, credit is issued in the same form of payment, and in [redacted] case, she paid with a gift card. We processed and emailed [redacted] return labels; however, due to a system issue we were unable to process return labels for 2 of the items. Therefore, we issued [redacted] a refund of $53.48 via 2 separate gift cards for a total $53.48. She should receive the gift cards via email within 3-5 business days. We also informed [redacted] that she can keep or donate the 2 items. As previously stated, the refund for the remaining 4 items will be issued upon receipt of the returns. In the interim, since we have honored [redacted] request, 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]
December 7, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Stephanie [redacted] -
# 10977464Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’s complaint regarding her refrigerator and her request
to have the unit replaced under...
her Master Protection Agreement (MPA).Upon receipt of Ms.
[redacted]’s complaint, we reviewed her service history to determine whether she
qualifies for a replacement refrigerator. Our records show that Ms. [redacted] purchased
the Master Protection Agreement (MPA) on April 1, 2013. Within
the last year, Ms. [redacted] has had one qualifying service call completed under
service order 40761498 (completed August 4, 2015). There was a second repair under service order
40818420 (completed October 3, 2015), where parts were ordered but not
needed. The technician found that the
drain was clogged, causing water to freeze in the ducts. He cleared the drain and returned the parts. No further service has been requested in the
two months since the last service order was completed.While we understand that
Ms. [redacted] is frustrated and feels that her refrigerator has failed too soon,
the MPA only provides for replacement under very specific conditions. According to the “No Lemon Guarantee” outlined
within the MPA, a covered product will be considered for a replacement if there
have been “four (4) or more separate product failures due to defects in parts
or workmanship within any continuous twelve (12) month period that the
product(s) is covered by this Agreement. Product failure will be determined by
us. Product failures for this purpose must include repair or replacement of a
functional, non-expendable part and does not include preventive maintenance,
product diagnosis, customer instruction, accessory, cosmetic, or non-functional
repair or replacement, or any repair covered under a manufacturer’s product
recall. Your request for replacement of a Covered Product(s) must occur within
sixty (60) days from its fourth (4th) product failure…” As we stated previously, Ms. [redacted]’s
refrigerator has only had one qualifying repair to date. Since we have explained why a replacement is
currently not an option for Ms. [redacted], and documented her concerns with the
repair process, we ask that this matter be closed.We apologize to Ms.
[redacted] and we appreciate the opportunity to address this matter. Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
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 online order and request...
for a refund. We would first like to apologize for any inconvenience [redacted] experienced with this order. After reviewing the notes in her order we found that the entire order was cancelled on March 22, 2016. Sears Online attempted to issue a refund by March 29, 2016, however the credit did not bridge to her account. Sears Online reprocessed the refund on April 5, 2016, under return receipt number [redacted] A credit of $862.73 should post to [redacted] account within 3 to 5 business days from April 5th. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Finally, we hope that in the future [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, 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 Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 5, 2015/02/24) */
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...
regarding a snow blower purchased at Sears.
[redacted] Sears Carry In Service Support Specialist provided the following response:
On Tuesday, February 24, 2015, I contacted [redacted] and advised that her snow blower has been approved for replacement. I will be providing a copy of the authorization to [redacted], the General Manager of the Sears in Saugus. [redacted] informed me that she would be going to the store to select a new snow blower. That said 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.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and a service call to service her boiler. [redacted]...
[redacted] Sears Home Services, Authorized Service Provider Associate provided the following response: Sears Home Services contracted with [redacted], a local service provider to provide service to [redacted] boiler as we currently do not have a Sears technician in the area. That said, I called the home and spoke with [redacted] this morning. During the conversation she told me that the tech called them yesterday went over a few things over the phone on getting the boiler started. The technician wanted to go there yesterday but scheduling did not work out. When Mr. and [redacted] arrived home they tried the procedure laidout by the [redacted] technician and the unit started to operate. [redacted] informed me that she cancelled the appointment with [redacted] for this reason. [redacted] will call in and schedule a preventative maintenance check when her scheule allows. At this time, 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 Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: it does not solve my problem. Instead of going back and forth with this issue, just resolve it. We can keep going back and forth with this "do this or try that, too bad so sad Sears gave you an excellent working product and now it does not work" With this games, I am glad I bought your extended warranty, if I did not, wow, where would I be with a defective product. What would you do with the running around I'm getting? Putting yourself in my shoes, I would like to know if you would settle for less. At one point or another we are customers of a big investment, maybe to you, a refrigerator is no big deal. To me and my family is a way to keep food fresh and consume it while it still in good condition. Fine, you offer money to get us through, however, 50usd to barely get by, where is the sense of that, or is that another "get over it and go with the flow". Both customer service and the quality has gone downhill, not just appliances, everything else too. Please have some consideration, it's all we can ask for. Thank You very much for your time to help us. I have written or used Revdex.com for help and there had been a positive attitude about helping the customer.
Sincerely,
[redacted]
February 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order and...
non-receipt of a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] or alternate address of [redacted]. [redacted] email address is [redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After researching the notes in his order, it was confirmed that the order was returned and received. Therefore, a refund was processed on January 21, 2016, for a total of $75.66. For Mr. [redacted] records the return receipt number is [redacted]. Since Sears has released this refund transaction to Mr. [redacted] financial institution it is their responsibility for processing this refund to his account. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 3, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]
complaint regarding the estimate she was given to repair her washer.We would like to...
note that while Ms. [redacted] implies she
waited until October 5th and the part had not arrived before she
explored other options, our records show that the new washer was purchased September
29, 2015. Additionally, while the part was temporarily on back-order from GE,
something we would not know until the part was ordered and GE informed us of
this, it was only a very short delay and the part shipped on September 29,
2015, and would have arrived before the scheduled service date of October 2nd. Secondly, when we do have customers that reconsider
their decision to proceed with a repair, our process would be to refund them
for the part once it is returned back to us, and then refund for any labor we
might have collected on the first visit. However, we would still retain the
non-refundable minimum fee of $79.00, as that fee would have been due even on
the first visit if the estimate was declined. We apologize that Ms. [redacted] was
given incorrect information from store management that we would normally refund
in full, as this was not the case. With that said, prior to our receipt of Ms. [redacted] Revdex.com
complaint, our customer support group had already refunded her for the charges
above the minimum fee, and because the store requested that she be refunded the
rest as the store manager had made this commitment, they had also refunded the
remaining amount retained. So on October 23, 2015, she was refunded $149.43 and
on October 30, 2015, she was refunded the remaining $78.66. As this was the
resolution Ms. [redacted] was requesting, 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: [email protected]
Complaint: [redacted]
I am rejecting this response because: We still have not received the $65.00 gift card in the mail. I spoke with [redacted] and she said she was going to look into it and call me back. I did not get a response from her so I called again and left her a voicemail. She has not responded.
Sincerely,
[redacted]
April 15, 2016 Revdex.com [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No.: [redacted]
[redacted] Revdex.com Case # [redacted] Via: Revdex.com Website Dear [redacted] Thank you for allowing our office to assist you with the concern you...
recently brought to our attention. On behalf of Sears please know that we do value [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file. Sears is dedicated to its customers and their overall satisfaction with any and all work performed by either Sears or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. The Product Repair Service (PRS) Department was notified about [redacted]’s complaint regarding the alleged lack of service she received from us. This would not be the normal process for our technicians or representatives. Per Sears’ policy, the matter has been reviewed and addressed by the appropriate management. During my conversation with [redacted] on 03/23/2016 she stated that she did not want Sears in her home and that she had already purchased a new water heater. According to our Regulatory Specialist who was previously handling [redacted]’s case, Sears issued a check to [redacted] for the amount of her latest Protection Agreement (PA) renewal ($98.58), but her coverage is still in effect until 04/24/2016. Sears regrets that we were not able to meet her expectations. We hope that she keeps us in mind for future service or home improvement needs. As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at [redacted], or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
Initial Business Response /* (1000, 11, 2014/12/29) */
December 29, 2014
[redacted]
In reference to...
[redacted] complaint, I have been in correspondence with him and am addressing his concerns. We have made the changes required by the City Inspector per the inspection. An alternate installer was assigned to address [redacted] additional concerns. On December 23rd, the installer went to [redacted] home and found the thermostat does in fact need to be replaced. An additional appointment has been made to change out the thermostat and assess the additional repairs needed. I will continue to provide you with updates as soon as I am able.
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], or via email at [redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 13, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
because the thermostat still no working correctly and assuming they need have to replace the thermostat again or verify if all the wires from the inside unit are hooked up correctly videos from the problem is attached to my case worked [redacted]
Final Business Response /* (4000, 15, 2015/01/15) */
January 15, 2015
[redacted]
In reference to [redacted] complaint, I have continued to stay in correspondence with [redacted]. An alternate installer, [redacted], was assigned to go to [redacted] home to address his concerns and make the necessary repairs. The thermostat has been changed out as well as repairs done to the ductwork. The PVC pipes were previously repaired by the original installer. [redacted] has confirmed that [redacted] made the required repairs except for the ceiling and attic door. [redacted] said it was just a spring on the attic door which he said he will take care of himself. I am currently working toward scheduling the ceiling repairs to be made where the PVC pipe had previously leaked. [redacted] has expressed continued concern that his unit is still not shutting off as it should. He has requested a Spanish speaker to assist with the explanation and translation of what he is experiencing. We were able to assign an additional installer who employs a Spanish speaking associate to go to [redacted] home on 1/17/2015. They will help translate and explain what the unit is doing and how it is supposed to work. If there are additional repairs we need to address in regards to our installation or product, we will be sure to schedule those repairs with [redacted]. I will continue to provide you with updates as soon as I am able.
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] or via email at [redacted]
[redacted]
December 8, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: 10974392 – Floyd [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s complaint
regarding his recent online order and his non-receipt of the full order.As...
clarification, our online
website hosts other retailers through our Sears Marketplace program. The goal
of our marketplace is to provide items that might not be available through our
own online channels, so that our consumers have more options online. We offer
our own merchandise as well as choices available from third-party vendors. For
any consumer that would like to restrict their purchases to Sears items or
services specifically, there is a tab that may be used to select only Sears
items or to narrow the results returned from an item search. It should be noted that even
when a customer accepts assistance by telephone, our system informs our online
agents when a customer has chosen a marketplace item and prompts them to
explain that their order will not be provided by Sears. Marketplace retailers
that have chosen to showcase on our website have their own promotions, shipping
charges, and refund, return and cancellation policies. Sears does not have any
jurisdiction over the seller’s pricing, fees or policies, but does periodically
review customer feedback for each seller to determine whether they meet our
standards and will be allowed to continue to advertise on our website.With that said, our records
indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor,
not Sears Holdings Corporation. In Mr. [redacted]’s case, the order was fulfilled by BulkBuyWholesale
located at 22512 Avenida Empressa, RSM CA 92688, with an email address of: [email protected] and telephone number [redacted]. We have a very comprehensive disclaimer on
our website that sets forth the terms and conditions of ordering from our site.
For Mr. [redacted]’s records, we have included our disclaimer below:Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such
as banner advertisements, pop-up texts, and links to third party sites. We are
not responsible for the content of such advertisements or links, or for any
products, services or other materials relating to such advertisements, any
linked site, or any link contained in a linked site. The display of any advertisement
or link does not imply endorsement by us of the advertisement or linked site or
any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO
ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED
USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS,
SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED
THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party
merchants, such as items sold by Sears Marketplace sellers, are subject to the
third party merchant's individual returns and cancellations policies. If you
are purchasing an item from a third party merchant, please see the third party
merchant's page for details.After researching Mr. [redacted]’s
online order notes we found that the Seller shipped the missing item to his
address in Lewistown, PA. We confirmed that the item was delivered on December
4, 2015, via USPS. Additionally, the Seller informed Mr. [redacted] that there was no
need to return the incorrect item back to them. Therefore, he may either keep
the incorrect item or dispose of it to his discretion. In closure, since it is
our understanding that this resolution met with Mr. [redacted]’s approval, we have
closed our file.We appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns. Sincerely, Eligia [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
February 1, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11090869 – Matthew [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his recent visit to...
one of our auto centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to Robert Bogan, Auto Center Manager of store# 6055 who states the following:
Mr. [redacted] came in for an oil change which was completed. After picking up the vehicle that night, Mr. [redacted] drove the vehicle home and a couple days later, he returned stating he had no time to come in or call prior, but the oil light was on when he initially left the facility. When inspected, the technician did diagnose the concern as the oil pressure switch. There was a note that the oil was slightly over the full mark and a very minor amount was drained out to bring back to full level (overfilled oil cannot cause pressure sensor to go bad). After presenting the find to Mr. [redacted], he insisted it was due to workmanship. When inspected there was no sign of tampering, and the fact that the sensor was nowhere near where the components for the oil change were would indicate that is was just a sensor gone bad, which is common in vehicles to fail. As a good gesture, I offered to install the sensor, in which I would cover the cost labor associated and they cover the cost of the sensor, since it was a component on Mr. [redacted]’s vehicle that did in fact fail. At this point the offer still stands and has yet to be accepted by Mr. [redacted]. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online orders and request for a...
free return label. We would first like to apologize for any inconvenience Mr. [redacted] may have experienced with this matter. We can understand his frustration with the series of events detailed in his complaint. 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 we found Mr. [redacted] had two recent orders. The first order [redacted] was returned and a refund of $186.16 was processed on January 23, 2016, by the local store. For Mr. [redacted] records the return receipt number is [redacted] The second order [redacted] was returned and a refund of $40.52 was credited back to his [redacted] account ending in [redacted] and $117.47 was credited back to his Shop Your Way Rewards account. For Mr. [redacted] records the return receipt number is [redacted] We hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a 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 Specialist Sears Holdings Corporation
February 16, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Steve [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his order of a cook-top. We would first...
like to apologize that Mr. [redacted]’s cook-top was not ready for pick-up within the estimated time given. In researching our records we can see where Mr. [redacted] was at first trying to determine the status of his cook-top, but by the end of December it sounds like he acknowledges that the store had it for him to pick-up. It is hard to tell whether he is requesting to still cancel the order or cancel his credit card at that time. To clarify, Sears does not administer the Sears branded credit card; it is owned and administered by Citicorp. If Mr. [redacted] wants to cancel his credit card, he would need to contact the phone number on his credit card to do so. With that said, the last time we checked his order on January 6, 2016, it showed that the cook-top had been picked up at the store in question and then shortly after that Mr. [redacted] paid off the sale via a payment made in the store. We interpret this to mean that he did finally get the merchandise he ordered and must have decided to keep it rather than return it. If that is not the case and Mr. [redacted] still requires assistance, he is welcome to contact me. 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:First and foremost, my name is not [redacted]. Apparently, [redacted] was also deceived by this deceptive trade practice as evidenced by the "copy and paste" of this message (please see the incorrect name written in the beginning of the paragraph (fourth paragraph from the bottom). Thus, I must assume that others are being deceived by your advertising (e.g., pictures on the website as well as wording). Additionally, did you check the mobile site? There is no mention of requiring two box springs. And as I mentioned previously, two twin XL mattresses would be DOUBLE the price of a king even though they are listed together. How is this not deceptive? I am not "whole" because I received a full refund. I asked for a refund, because I spent almost a full day on the phone with your customer service agents and was promised a complete set for no additional cost. Three of your customer service agents promised to give me the additional box spring at no extra cost. I even had this shipment scheduled. When I called back to confirm (numerous times), the representatives, supervisors, and managers indicated that there was no documentation of me speaking with these agents. I request that you listen to all of the voice recorded conversations I had with these employees (telephone number [redacted]. Also, I am able to provide all of their names and badge numbers and you can cross reference their information.
Sincerely,
[redacted]
Complaint: 11027511
I am rejecting this response because: Sears was responsible for the AC unit, Installation, and maintenance .
Sincerely,
Laura [redacted]
see below
January 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Alicja [redacted] - # 10997482 Dear Ms. [redacted], We have not completed the investigation of Ms. [redacted]’s complaint regarding her refrigerator repair. Ms. [redacted] was contacted after receiving her rebuttal and is currently scheduled to have a technician install a filter on January 7, 2015. The filter was ordered yesterday and unless the shipping of the part is delayed, the service should be completed as scheduled. However, due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. We are confident that the repair will resolve the issues with Ms. [redacted]’s refrigerator, but we ask that this case remain open, pending the completion of Ms. [redacted]’s repair. Thank you for your patience. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding appliances
purchased from the Sears in Sterling.[redacted]
Sears Hometown Stores...
District Sales Manager provided the following response:We
have resolved [redacted] complaint to her satisfaction. The stove has been
exchanged and we reprocessed the sale of the appliances and provided a 15%
sales adjustment per [redacted] request. [redacted] also purchased two pedestals
for her washer and dryer. An additional $75.00 sales adjustment was provided
due to an imperfection on the side of the stove. Moving forward, if I can be of
any additional assistance to [redacted] she can reach me at [redacted] That
said, 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]
May 16, 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 she encountered when she attempted to return her online...
order. On May 16, 2016 we contacted [redacted] and honored her request to return her online order. [redacted] confirmed that she had ordered 7 items and wanted to return 6 items. We agreed to honor her request and informed her that she would receive a refund upon receipt of the items. As clarification, credit is issued in the same form of payment, and in [redacted] case, she paid with a gift card. We processed and emailed [redacted] return labels; however, due to a system issue we were unable to process return labels for 2 of the items. Therefore, we issued [redacted] a refund of $53.48 via 2 separate gift cards for a total $53.48. She should receive the gift cards via email within 3-5 business days. We also informed [redacted] that she can keep or donate the 2 items. As previously stated, the refund for the remaining 4 items will be issued upon receipt of the returns. In the interim, since we have honored [redacted] request, 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]
December 7, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Stephanie [redacted] -
# 10977464Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’s complaint regarding her refrigerator and her request
to have the unit replaced under...
her Master Protection Agreement (MPA).Upon receipt of Ms.
[redacted]’s complaint, we reviewed her service history to determine whether she
qualifies for a replacement refrigerator. Our records show that Ms. [redacted] purchased
the Master Protection Agreement (MPA) on April 1, 2013. Within
the last year, Ms. [redacted] has had one qualifying service call completed under
service order 40761498 (completed August 4, 2015). There was a second repair under service order
40818420 (completed October 3, 2015), where parts were ordered but not
needed. The technician found that the
drain was clogged, causing water to freeze in the ducts. He cleared the drain and returned the parts. No further service has been requested in the
two months since the last service order was completed.While we understand that
Ms. [redacted] is frustrated and feels that her refrigerator has failed too soon,
the MPA only provides for replacement under very specific conditions. According to the “No Lemon Guarantee” outlined
within the MPA, a covered product will be considered for a replacement if there
have been “four (4) or more separate product failures due to defects in parts
or workmanship within any continuous twelve (12) month period that the
product(s) is covered by this Agreement. Product failure will be determined by
us. Product failures for this purpose must include repair or replacement of a
functional, non-expendable part and does not include preventive maintenance,
product diagnosis, customer instruction, accessory, cosmetic, or non-functional
repair or replacement, or any repair covered under a manufacturer’s product
recall. Your request for replacement of a Covered Product(s) must occur within
sixty (60) days from its fourth (4th) product failure…” As we stated previously, Ms. [redacted]’s
refrigerator has only had one qualifying repair to date. Since we have explained why a replacement is
currently not an option for Ms. [redacted], and documented her concerns with the
repair process, we ask that this matter be closed.We apologize to Ms.
[redacted] and we appreciate the opportunity to address this matter. Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
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 online order and request...
for a refund. We would first like to apologize for any inconvenience [redacted] experienced with this order. After reviewing the notes in her order we found that the entire order was cancelled on March 22, 2016. Sears Online attempted to issue a refund by March 29, 2016, however the credit did not bridge to her account. Sears Online reprocessed the refund on April 5, 2016, under return receipt number [redacted] A credit of $862.73 should post to [redacted] account within 3 to 5 business days from April 5th. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Finally, we hope that in the future [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, 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 Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 5, 2015/02/24) */
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...
regarding a snow blower purchased at Sears.
[redacted] Sears Carry In Service Support Specialist provided the following response:
On Tuesday, February 24, 2015, I contacted [redacted] and advised that her snow blower has been approved for replacement. I will be providing a copy of the authorization to [redacted], the General Manager of the Sears in Saugus. [redacted] informed me that she would be going to the store to select a new snow blower. That said 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.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and a service call to service her boiler. [redacted]...
[redacted] Sears Home Services, Authorized Service Provider Associate provided the following response: Sears Home Services contracted with [redacted], a local service provider to provide service to [redacted] boiler as we currently do not have a Sears technician in the area. That said, I called the home and spoke with [redacted] this morning. During the conversation she told me that the tech called them yesterday went over a few things over the phone on getting the boiler started. The technician wanted to go there yesterday but scheduling did not work out. When Mr. and [redacted] arrived home they tried the procedure laidout by the [redacted] technician and the unit started to operate. [redacted] informed me that she cancelled the appointment with [redacted] for this reason. [redacted] will call in and schedule a preventative maintenance check when her scheule allows. At this time, 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 Specialist Sears Holdings Corporation [redacted]