Complaint: [redacted]
I am rejecting this response because: I the grounds that the garage is still working on the issue and I am being charged monthly for the interest on my sears card it is not as easy as to plug a read in to the [redacted] and read what happened most garages around this area are backup so it will take time for my [redacted] to be looked over and figured out all the problems. bottom line is I take a fully working vehicle to sears garage and I get a non working one back. it wont drive it barley starts and wont stay running at this time. once again I will pay for the parts and fluids that where used on my [redacted] but I refuse to pay them for the labor at this point and if future cost arise from this which im sure there will they be held accountable and pay the cost. this should never happen to anyone they need to be held accountable.
Sincerely,
[redacted]
Complaint: 12492618
I am rejecting this response because:There are inaccuracies in the response:- I was not offered a satisfactory repair date after the missed repair date of the 21st. The technician didn’t show up for that repair, and only after Thanksgiving was I offered any other date than the 29th. At that point, it was a non issue since Thanksgiving had come and gone.- I only accepted the repair contingent that it remains functional. We had two repairs prior to this that failed, and I gave the rep permission to close the case, only because it was working at that time. I reserve the right to re open this issue if this repair fails.- This response fails to address my complaint on the technician that did the repair. He was very rude, tried to sell my mother an extended warranty even though she was not involved with the original purchase, and kept rudely insisting that he was “doing us a favor” by repairing for free, even though the repair was covered by the prior repair’s guarantee.
Sincerely,
Charles [redacted]
April 6, 2016 [redacted]
Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. As...
clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occur. Should we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store pick-up items, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted. We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for us. There is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occurs. In some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s database. This is designated by the settings in the internet browser being used. If the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cached. In [redacted] case, it seems there was pricing error and the pricing listed was incorrect. Per our terms and conditions, we would be obligated to honor his request. If [redacted] would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: http://www.sears.com[redacted] We have also included below a small excerpt specifically regarding pricing errors: “Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” With that said, we did agree to provide [redacted] with a refund for his gifts as a courtesy even though they specifically note that they are not redeemable for cash since he did not want to make another order. Since our refusal to honor the incorrect price was just in accordance with the posted terms and conditions that govern our website, we remain unable to honor [redacted] request to receive this price. As this decision is commensurate to the circumstances, we have closed our file. We apologize to [redacted] appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
Complaint: [redacted]
I am rejecting this response because:I want to correct Sears' representatives misconceptions concerning several issues. While we did not contact Sears until November 2015, we had been experiencing trouble with the dishwasher for several months previous to that time. We thought the issue would work itself out, but it did not. Specifically, the dishwasher was inconsistently cleaning the dishes. Eventually, the problem became so severe that we called the company, in November, 2015.In addition to the company not being able to rectify the problem, the timing and attitude we received from the representatives was not professional, and not what we expected when we made an investment in the Sears company. The first time I called, the individual made a decision that the dispenser was the problem. The repairman stated, when he arrived, that the dispenser was not the problem; yet he replaced it and did not troubleshoot or do any other examination of the dishwasher besides replace the part that he said was not causing the problem.When the dishwasher continued to not work and I called again, the representative stated that my dissatisfaction with the quality of the washing was not Sears' problem. Yes, those were her words. She only agreed to have someone come out and do regular maintenance. It was only by my calling back at different #s that we got a repairman to come again.Fast forward and when he came for the fourth time, yes, he stated he couldn't get the dishwasher out. He stated it would hit the sides of the cabinets. I am not a dishwasher repairman, and so I wasn't able to get it out. However, a family member came over the next day after the repairman had left, adjusted a lever on the dishwasher, and pulled it out- no damage to the cabinets, or anything- 5 minutes. I would think that a trained repairman would be familiar with height levers on the dishwasher.Each time we called and finally got someone to come, there was about a 3-week interval between call and repairman arrival. The last time he came, the repairman actually took all the parts Sears had sent (including a new motor). Considering that at that point we had been working 3 months to resolve the problem and had heard from Sears reps that quality wasn't their responsibility and that it was impossible to take out a dishwasher that only required manipulation of a lever included on the dishwasher, we were justified in believing that Sears did not intend or was incapable of fixing the problem. That is why we request the refund of the dishwasher and service agreement contract price. Before contacting Revdex.com, I wrote a letter to Sears. A representative called back, and said that if he were the consumer, he would have responded as I did. He offered a $50 gift card, acknowledging that Sears had not handled the situation correctly. I declined the offer, because $50 does not cover the cost of the dishwasher and service agreement, neither of which were sufficient to clean our dishes over a 4 month period. Sincerely,
[redacted]
December 2, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the
investigation of [redacted] complaint regarding interest charged on his
dental bill.Upon receiving [redacted] complaint,...
we contacted [redacted] with Sears Dental. She responded
that [redacted] paid $3,400.00 on September 19, 2013, under a 0% interest
promotion. She further stated that Sears
Dental does not charge interest, and if he has accrued any interest, he will
need to contact Citibank directly, as they are the administrator of his Sears
account. Additionally, [redacted]
advised that the billing was explained to [redacted] on December 1, 2015, by
her insurance company and she stated that she understood. Again, if [redacted] has any further questions
regarding his 0% interest promotion, he will need to speak with Citibank. In the interim, we ask that this matter be closed.We appreciate the
opportunity to address this matter.Sincerely,[redacted]
April 7, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: William [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with Sears Home...
Services. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure Mr. [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. We do not take these matters lightly and we sincerely apologize to Mr. [redacted] for any inconvenience this situation may have caused him. Upon researching Mr. [redacted]’s concerns, we found that the refund he is expecting was incorrectly processed. A review of the refund sales check, [redacted], shows that the refund was rung up as cash, so a check was never generated. A credit request was submitted today, April 7, 2016, for $124.00, which was the amount of the original refund request, even though, Mr. [redacted] was told he would receive $123.00. Mr. [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next five to seven business days. Additionally, as a conciliatory gesture, we have processed a $50.00 gift card, which should be received in the next two weeks. With that said, since we have processed the requested refund, albeit later than expected, and documented Mr. [redacted]’s concerns with the repair process, we ask to have this matter closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because: when I contacted Sears corporate office they assured me that this order would be canceled so you can understand my concern that the corporate office I will place his biggest Sears is lying to you. My credit card was charged by Sears my problem is with Sears the company who charged my credit card my business was with them my grievance is with them and it was their poor ordertaking which led to the cancellation in the first place so when you contact Sears corporate office and ask them why they choose to lie to people
Sincerely,
[redacted]
Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: Ellysa [redacted] #10942204 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding a
refund from a cancelled order placed through www.searsoutlet.com.It
is unfortunate...
that we failed Ms. [redacted] expectations when the order placed
through www.searsoutlet.com was
cancelled and her refund was not received in a timely manner. We value Ms. [redacted]
patronage, but can understand how the series of events noted in her complaint
has caused her to lose faith in Sears Outlet as company. We can assure Ms. [redacted]
that her concerns were forwarded to management for review, so future problems
of this nature can be averted. We can only reiterate that we do not
condone how she was treated and that we truly regret that we failed her
expectations. We hope that Ms. [redacted] will allow us another opportunity in
the future to provide her with the type of customer service that we have built
their reputation upon, but we would understand if this is not possible. When I
spoke with Ms. [redacted] on Monday, November 30th, she informed me
that she had been fully refunded for the aforementioned cancelled order. Since
we have been informed that Ms. [redacted] has received her refund, we ask that
this complaint be closed. We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Adam
[redacted]Regulatory
Claims SpecialistSears
Holdings CorporationAdam.[redacted]@searshc.com
April 7, 2016
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
[redacted]
We have been unable to complete the investigation of [redacted] complaint regarding his tool set missing pieces.
Upon...
receiving [redacted] complaint, we escalated his concerns to [redacted] Store General Manager for unit# [redacted]. [redacted] has attempted to reach [redacted] via telephone and has left contact information on his voicemail; however, at this time he has not responded. We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him. [redacted] may contact [redacted] at [redacted] at his earliest convenience if he still requires assistance with his issue. In the interim, we will consider [redacted] matter closed, pending his response.
We apologize to [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
November 11, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed our investigation [redacted] rebuttal to our previous response. Since
receiving [redacted] follow-up complaint on November 4, 2015, several
attempts have been made to contact her to discuss her concerns and invite her
back to have her vehicle re-aligned. Assistant
Auto Center Manager [redacted] has left several messages asking for a call
back, but has not received a response to date. We value [redacted]
patronage and are very anxious to address the issues brought forth in her rebuttal
complaint; therefore, we ask that she call [redacted] at her
convenience if she requires further assistance.
In the interim, we ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address
this matter. Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:I believe I am not the only have a hard time to get the refund. I don't see any refund processed in November other than you made it up.The order was canceled by Sears on 11/16/15 and stated that will be refunded in 5-7 business days, but Sears failed to do so.I spoke to [redacted] Sears case manager on 12/6/15 and was told should be refunded within 24 hours, but nothing happen.I spoke to [redacted] Sears case manager on 12/10/15 and he told me that refund was processed on 11/29/15 and should be received my refund by mail by the end of 12/11/15. I was waiting and nothing in the mail.I have been asking for a proof of refund and no one be able to provide it.I spoke to a case manager and a field manager at Sears on 12/15/15 to get my refund and was told to wait another 10 - 17 business days.Is this how Sears doing the business? Sears puts a lot of resources to fool around with customers rather than do the right job. Your process is broken and needs senior management's attention in order to stay in the business.I don't how many customers get up to ask for the refund, but the time I spent to get the refund it costs more than the amount of refund itself.Since Sears never processed the refund in November and not able to proof it. Please do not use the word "REPROCESS".
Sincerely,
[redacted]
November 5, 2015[redacted]RevDex.com330
North Wabash Ave, Ste. #2006Chicago,
IL 60611[redacted]
[redacted]We
have completed the investigation of [redacted] complaint regarding damage
to his vehicle he alleges occurred at Sears Auto Center....
Sears
has referred [redacted] damage
claim to our third-party claims administrator [redacted] for further review. [redacted]
has opened the claim, [redacted] We expect the
claim to be assigned to a claims examiner
by early next week. The customer contact center at [redacted] can be reached by
calling [redacted]. For clarification, [redacted] has been entrusted by Sears
to represent our interest in assessing all liability claims; Sears has
empowered them to accept or deny a consumer’s claim. Regardless of
whether the decision they will render will be favorable or not, we are unable
to obtrude upon [redacted]’s actions. Their decision is immutable. Since we have provided [redacted] with the information needed to follow up on his claim, we respectfully
request 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]
December 17, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Lashonda N. [redacted]
- # 10953363Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’s rebuttal to our previous response.Ms. [redacted] is not
entitled to a refund for her refrigerator; the unit was purchased over six
years ago and therefore, too far outside the Sears’ Return Policy timeframe to
be considered for such an accommodation.
Also, food loss must be verified by a Sears technician and this has not
been possible due to the precarious circumstances surrounding her recent
service visits, so Ms. [redacted] is not eligible for food loss reimbursement at
this time. As to Ms. [redacted]’s request
for a full refund of her Master Protection Agreement (MPA), she is entitled to
all the monies she paid for this last renewal (November 20, 2015) as long as
she cancels the agreement within 60 days of purchase. Ms. [redacted] can call (800) 827-6655 to
request the cancellation before January 19, 2016; the refund will be issued in
the same form of payment used to purchase the service contract.As to Ms. [redacted]’s
concerns with getting a repair if her range or dryer breaks; this again, would
be contingent upon her guaranteeing that the technician be allowed to perform
his duties in a safe and non-hostile environment. If the technician determines
that he cannot service the products due to an unsafe working environment, the
MPAs will be canceled for a full refund.
If Ms. [redacted] does not wish to utilize Sears Home Services any longer
for these appliances, she can call the Protection Agreement Department at the
above-reference number and cancel her contracts immediately; pro-rated refunds
would be processed based upon the remaining coverage. However, regardless of whether she decides to
cancel the agreements, no refunds for either the range or dryer will be
provided. Like her refrigerator, the
products are too far outside Sears’ Return Policy timeframe for any refund as
they were purchased a number of years ago.Lastly, our records show
that Ms. [redacted] is currently scheduled for service on January 9, 2015, but
this is contingent upon the technician being permitted to service her refrigerator
without issue. If Ms. [redacted] does not
feel that this is a viable option, she can call (800) 469-4663 to cancel her
appointment. In the interim, since we
have explained why Ms. [redacted] will not be provided with her requested
resolution in regard to a product refund and food loss, but provided her with
the information necessary to cancel her MPAs, we ask that this matter remain
closed.We appreciate the
opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
April 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the service on her washer was not completed in a...
timely manner. It is unfortunate that we failed to meet [redacted] expectations when we recently scheduled a washer repair through her home warranty. We value [redacted] patronage and can understand her frustration when the repair of her washer took longer than she expected. In [redacted] case, our technician ordered parts on the first visit and had a family emergency on the scheduled return visit. There was more of a delay in returning to her home than we would have liked, but this was due to this job requiring 2 technicians to complete. Our records indicate that [redacted] was offered 50,000 Shop Your Way Reward points for the inconvenience and she accepted the offer; which is equivalent to $50.00. On April 27, 2016 our technicians installed the parts, and completed the repair on the washer. 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]
[redacted]
Initial Business Response /* (1000, 5, 2015/03/24) */
[redacted]
We have completed the investigation of [redacted] complaint regarding refund from Sears....
[redacted], General Manager of the Sears in Watertown provided the following response:
After receiving [redacted] complaint, I contacted him to personally address his concerns. We have processed a refund in the amount of $560.29, which is referenced back to sales check [redacted]. Additionally, a refund in the amount of $150.84 has been processed by our service contracts office to refund [redacted] for the protection agreement purchase. Since we have noted the actions taken to resolve [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]
March 17, 2016 Revdex.com Attn: [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] Complaint ID: [redacted] Via: Revdex.com Website [redacted]
* Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attention. This letter serves to provide a response to the customer’s rebuttal statement dated 03/10/2016. SHIP will be more than happy to provide the customer with the products that cannot be returned per her request, but will only agree to do so if she is willing to pay for them at retail cost. SHIP is unable to give [redacted] the products at our cost. The retail cost is $[redacted], and we’ll reduce that to $[redacted] We are not trying to enforce the contract, which we do have a right to do if that was the route we wanted to take. However, it is not the way SHIP wants to do business. Neither do we want to make it a practice of cancelling contracts and giving away products at wholesale prices. That is the reason we will provide the product at retail cost. SHIP retained a portion of [redacted] initial payment due to costs incurred and the amount to be returned to her account is $[redacted] If she wishes to purchase the products she can do so at retail costs. She will need to contact me and I’ll assist with this getting done. If you have any further questions or concerns, please contact me at [redacted] [redacted], or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
November 17, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]
We have completed the investigation of [redacted]
complaint regarding his request for a refund for a hose he purchased...
for a refrigerator
he returned to Sears Outlet Store. As clarification, our ''hassle-free returns and
exchanges'' are based upon returns and exchanges within the parameters of our
stated refund and exchange policy. That policy clearly states that a receipt is
required for any refund and that a refund can be requested within 30 days. There may be exclusions to the return or
return time frame for some items, but all are disclosed on postings in the
store and explained on the back of the receipt so that the purchaser is aware
of our policies. With that having been
said, it may be important to note that [redacted] purchased his refrigerator
on March 28, 2015, and returned it on March 30th, but his complaint indicates
that he attempted to return the hose on October 23, 2015, well past any stated
14 or 30 day return period that may be stated in Sears Outlet Store. While we understand that [redacted] found
it frustrating that his request was declined, the fact is that Sears Outlet
Store was unable to accept his return so far past the return period and they were
under no obligation to do so. While
Sears Member Services empathizes with [redacted] situation, we are unable
to honor his request to receive a refund outside of our stated return period
and can only apologize for any inconvenience he may have experienced due to this
decision. Since we have confirmed that Sears
Outlet Store was simply adhering to their posted return policy, we have
documented [redacted] complaint and closed our file regarding this matter.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]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed our investigation [redacted] complaint regarding her dissatisfaction
with Sears Home...
Services.First,
we would like to apologize to [redacted] for failing her expectations in regard
to the repair of her range. Additionally,
we would like to assure [redacted] that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. We do
not take these matters lightly and appreciate the opportunity to address the
customer service/scheduling issues outlined within [redacted] complaint, so
that future problems can be averted. On November 6, 2015, the
technician returned to [redacted] home to install a new panel. The technician noted within the service order
that the old panel was scratched; apparently damaged while cleaning. [redacted] was advised that in the future
such damage would not be covered under her Master Protection Agreement
(MPA). After the panel was replaced, the
technician closed the service order; [redacted] was not charged.While we empathize with
[redacted] we are unable to compensate her for lost time. With that said, our records show that a
$50.00 check was processed on October 29, 2015, by our Protection Agreement
Department, as requested by [redacted] in lieu of the $50.00 gift card that
was previously offered. In summary, since
we have completed the repair to [redacted] range, albeit later than
expected, and documented her concerns with the repair process, we ask that this
matter be closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]Regulatory Complaints
Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted]’ complaint regarding Sears Auto Center. [redacted], Sears Auto Center, District Sales...
Manager provided the following response: I have spoken to [redacted] about her complaint and have agreed to reimburse her for the amount she spent at another shop to repair her tire. I asked her to give Sears another opportunity. If she had any other issues going forward that I would refund her the amount of the Road Hazard at that time. If I can be of any other assistance to [redacted], she can contact me at [redacted]. Since we have noted our response to [redacted]’ concerns, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 14, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10977011 – Ivy [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding the installation of her dishwasher.We have received Ms. [redacted]’s...
complaint and would like to note that prior to contacting the Revdex.com, Ms. [redacted] reached out to our Executive Member Services team. Ms. [redacted]’s dishwasher is scheduled to be delivered on December 18, 2015 and the monies paid for installation are to be refunded in full. That being said, because we are in the process of rectifying Ms. [redacted]’s complaint, we respectfully request this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: I the grounds that the garage is still working on the issue and I am being charged monthly for the interest on my sears card it is not as easy as to plug a read in to the [redacted] and read what happened most garages around this area are backup so it will take time for my [redacted] to be looked over and figured out all the problems. bottom line is I take a fully working vehicle to sears garage and I get a non working one back. it wont drive it barley starts and wont stay running at this time. once again I will pay for the parts and fluids that where used on my [redacted] but I refuse to pay them for the labor at this point and if future cost arise from this which im sure there will they be held accountable and pay the cost. this should never happen to anyone they need to be held accountable.
Sincerely,
[redacted]
Complaint: 12492618
I am rejecting this response because:There are inaccuracies in the response:- I was not offered a satisfactory repair date after the missed repair date of the 21st. The technician didn’t show up for that repair, and only after Thanksgiving was I offered any other date than the 29th. At that point, it was a non issue since Thanksgiving had come and gone.- I only accepted the repair contingent that it remains functional. We had two repairs prior to this that failed, and I gave the rep permission to close the case, only because it was working at that time. I reserve the right to re open this issue if this repair fails.- This response fails to address my complaint on the technician that did the repair. He was very rude, tried to sell my mother an extended warranty even though she was not involved with the original purchase, and kept rudely insisting that he was “doing us a favor” by repairing for free, even though the repair was covered by the prior repair’s guarantee.
Sincerely,
Charles [redacted]
April 6, 2016 [redacted]
Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. As...
clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occur. Should we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store pick-up items, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted. We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for us. There is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occurs. In some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s database. This is designated by the settings in the internet browser being used. If the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cached. In [redacted] case, it seems there was pricing error and the pricing listed was incorrect. Per our terms and conditions, we would be obligated to honor his request. If [redacted] would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: http://www.sears.com[redacted] We have also included below a small excerpt specifically regarding pricing errors: “Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” With that said, we did agree to provide [redacted] with a refund for his gifts as a courtesy even though they specifically note that they are not redeemable for cash since he did not want to make another order. Since our refusal to honor the incorrect price was just in accordance with the posted terms and conditions that govern our website, we remain unable to honor [redacted] request to receive this price. As this decision is commensurate to the circumstances, we have closed our file. We apologize to [redacted] appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
Complaint: [redacted]
I am rejecting this response because:I want to correct Sears' representatives misconceptions concerning several issues. While we did not contact Sears until November 2015, we had been experiencing trouble with the dishwasher for several months previous to that time. We thought the issue would work itself out, but it did not. Specifically, the dishwasher was inconsistently cleaning the dishes. Eventually, the problem became so severe that we called the company, in November, 2015.In addition to the company not being able to rectify the problem, the timing and attitude we received from the representatives was not professional, and not what we expected when we made an investment in the Sears company. The first time I called, the individual made a decision that the dispenser was the problem. The repairman stated, when he arrived, that the dispenser was not the problem; yet he replaced it and did not troubleshoot or do any other examination of the dishwasher besides replace the part that he said was not causing the problem.When the dishwasher continued to not work and I called again, the representative stated that my dissatisfaction with the quality of the washing was not Sears' problem. Yes, those were her words. She only agreed to have someone come out and do regular maintenance. It was only by my calling back at different #s that we got a repairman to come again.Fast forward and when he came for the fourth time, yes, he stated he couldn't get the dishwasher out. He stated it would hit the sides of the cabinets. I am not a dishwasher repairman, and so I wasn't able to get it out. However, a family member came over the next day after the repairman had left, adjusted a lever on the dishwasher, and pulled it out- no damage to the cabinets, or anything- 5 minutes. I would think that a trained repairman would be familiar with height levers on the dishwasher.Each time we called and finally got someone to come, there was about a 3-week interval between call and repairman arrival. The last time he came, the repairman actually took all the parts Sears had sent (including a new motor). Considering that at that point we had been working 3 months to resolve the problem and had heard from Sears reps that quality wasn't their responsibility and that it was impossible to take out a dishwasher that only required manipulation of a lever included on the dishwasher, we were justified in believing that Sears did not intend or was incapable of fixing the problem. That is why we request the refund of the dishwasher and service agreement contract price. Before contacting Revdex.com, I wrote a letter to Sears. A representative called back, and said that if he were the consumer, he would have responded as I did. He offered a $50 gift card, acknowledging that Sears had not handled the situation correctly. I declined the offer, because $50 does not cover the cost of the dishwasher and service agreement, neither of which were sufficient to clean our dishes over a 4 month period. Sincerely,
[redacted]
December 2, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the
investigation of [redacted] complaint regarding interest charged on his
dental bill.Upon receiving [redacted] complaint,...
we contacted [redacted] with Sears Dental. She responded
that [redacted] paid $3,400.00 on September 19, 2013, under a 0% interest
promotion. She further stated that Sears
Dental does not charge interest, and if he has accrued any interest, he will
need to contact Citibank directly, as they are the administrator of his Sears
account. Additionally, [redacted]
advised that the billing was explained to [redacted] on December 1, 2015, by
her insurance company and she stated that she understood. Again, if [redacted] has any further questions
regarding his 0% interest promotion, he will need to speak with Citibank. In the interim, we ask that this matter be closed.We appreciate the
opportunity to address this matter.Sincerely,[redacted]
April 7, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: William [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with Sears Home...
Services. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure Mr. [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. We do not take these matters lightly and we sincerely apologize to Mr. [redacted] for any inconvenience this situation may have caused him. Upon researching Mr. [redacted]’s concerns, we found that the refund he is expecting was incorrectly processed. A review of the refund sales check, [redacted], shows that the refund was rung up as cash, so a check was never generated. A credit request was submitted today, April 7, 2016, for $124.00, which was the amount of the original refund request, even though, Mr. [redacted] was told he would receive $123.00. Mr. [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next five to seven business days. Additionally, as a conciliatory gesture, we have processed a $50.00 gift card, which should be received in the next two weeks. With that said, since we have processed the requested refund, albeit later than expected, and documented Mr. [redacted]’s concerns with the repair process, we ask to have this matter closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because: when I contacted Sears corporate office they assured me that this order would be canceled so you can understand my concern that the corporate office I will place his biggest Sears is lying to you. My credit card was charged by Sears my problem is with Sears the company who charged my credit card my business was with them my grievance is with them and it was their poor ordertaking which led to the cancellation in the first place so when you contact Sears corporate office and ask them why they choose to lie to people
Sincerely,
[redacted]
Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: Ellysa [redacted] #10942204 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding a
refund from a cancelled order placed through www.searsoutlet.com.It
is unfortunate...
that we failed Ms. [redacted] expectations when the order placed
through www.searsoutlet.com was
cancelled and her refund was not received in a timely manner. We value Ms. [redacted]
patronage, but can understand how the series of events noted in her complaint
has caused her to lose faith in Sears Outlet as company. We can assure Ms. [redacted]
that her concerns were forwarded to management for review, so future problems
of this nature can be averted. We can only reiterate that we do not
condone how she was treated and that we truly regret that we failed her
expectations. We hope that Ms. [redacted] will allow us another opportunity in
the future to provide her with the type of customer service that we have built
their reputation upon, but we would understand if this is not possible. When I
spoke with Ms. [redacted] on Monday, November 30th, she informed me
that she had been fully refunded for the aforementioned cancelled order. Since
we have been informed that Ms. [redacted] has received her refund, we ask that
this complaint be closed. We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Adam
[redacted]Regulatory
Claims SpecialistSears
Holdings CorporationAdam.[redacted]@searshc.com
April 7, 2016
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
[redacted]
We have been unable to complete the investigation of [redacted] complaint regarding his tool set missing pieces.
Upon...
receiving [redacted] complaint, we escalated his concerns to [redacted] Store General Manager for unit# [redacted]. [redacted] has attempted to reach [redacted] via telephone and has left contact information on his voicemail; however, at this time he has not responded. We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him. [redacted] may contact [redacted] at [redacted] at his earliest convenience if he still requires assistance with his issue. In the interim, we will consider [redacted] matter closed, pending his response.
We apologize to [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
November 11, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed our investigation [redacted] rebuttal to our previous response. Since
receiving [redacted] follow-up complaint on November 4, 2015, several
attempts have been made to contact her to discuss her concerns and invite her
back to have her vehicle re-aligned. Assistant
Auto Center Manager [redacted] has left several messages asking for a call
back, but has not received a response to date. We value [redacted]
patronage and are very anxious to address the issues brought forth in her rebuttal
complaint; therefore, we ask that she call [redacted] at her
convenience if she requires further assistance.
In the interim, we ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address
this matter. Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:I believe I am not the only have a hard time to get the refund. I don't see any refund processed in November other than you made it up.The order was canceled by Sears on 11/16/15 and stated that will be refunded in 5-7 business days, but Sears failed to do so.I spoke to [redacted] Sears case manager on 12/6/15 and was told should be refunded within 24 hours, but nothing happen.I spoke to [redacted] Sears case manager on 12/10/15 and he told me that refund was processed on 11/29/15 and should be received my refund by mail by the end of 12/11/15. I was waiting and nothing in the mail.I have been asking for a proof of refund and no one be able to provide it.I spoke to a case manager and a field manager at Sears on 12/15/15 to get my refund and was told to wait another 10 - 17 business days.Is this how Sears doing the business? Sears puts a lot of resources to fool around with customers rather than do the right job. Your process is broken and needs senior management's attention in order to stay in the business.I don't how many customers get up to ask for the refund, but the time I spent to get the refund it costs more than the amount of refund itself.Since Sears never processed the refund in November and not able to proof it. Please do not use the word "REPROCESS".
Sincerely,
[redacted]
November 5, 2015[redacted]RevDex.com330
North Wabash Ave, Ste. #2006Chicago,
IL 60611[redacted]
[redacted]We
have completed the investigation of [redacted] complaint regarding damage
to his vehicle he alleges occurred at Sears Auto Center....
Sears
has referred [redacted] damage
claim to our third-party claims administrator [redacted] for further review. [redacted]
has opened the claim, [redacted] We expect the
claim to be assigned to a claims examiner
by early next week. The customer contact center at [redacted] can be reached by
calling [redacted]. For clarification, [redacted] has been entrusted by Sears
to represent our interest in assessing all liability claims; Sears has
empowered them to accept or deny a consumer’s claim. Regardless of
whether the decision they will render will be favorable or not, we are unable
to obtrude upon [redacted]’s actions. Their decision is immutable. Since we have provided [redacted] with the information needed to follow up on his claim, we respectfully
request 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]
December 17, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Lashonda N. [redacted]
- # 10953363Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’s rebuttal to our previous response.Ms. [redacted] is not
entitled to a refund for her refrigerator; the unit was purchased over six
years ago and therefore, too far outside the Sears’ Return Policy timeframe to
be considered for such an accommodation.
Also, food loss must be verified by a Sears technician and this has not
been possible due to the precarious circumstances surrounding her recent
service visits, so Ms. [redacted] is not eligible for food loss reimbursement at
this time. As to Ms. [redacted]’s request
for a full refund of her Master Protection Agreement (MPA), she is entitled to
all the monies she paid for this last renewal (November 20, 2015) as long as
she cancels the agreement within 60 days of purchase. Ms. [redacted] can call (800) 827-6655 to
request the cancellation before January 19, 2016; the refund will be issued in
the same form of payment used to purchase the service contract.As to Ms. [redacted]’s
concerns with getting a repair if her range or dryer breaks; this again, would
be contingent upon her guaranteeing that the technician be allowed to perform
his duties in a safe and non-hostile environment. If the technician determines
that he cannot service the products due to an unsafe working environment, the
MPAs will be canceled for a full refund.
If Ms. [redacted] does not wish to utilize Sears Home Services any longer
for these appliances, she can call the Protection Agreement Department at the
above-reference number and cancel her contracts immediately; pro-rated refunds
would be processed based upon the remaining coverage. However, regardless of whether she decides to
cancel the agreements, no refunds for either the range or dryer will be
provided. Like her refrigerator, the
products are too far outside Sears’ Return Policy timeframe for any refund as
they were purchased a number of years ago.Lastly, our records show
that Ms. [redacted] is currently scheduled for service on January 9, 2015, but
this is contingent upon the technician being permitted to service her refrigerator
without issue. If Ms. [redacted] does not
feel that this is a viable option, she can call (800) 469-4663 to cancel her
appointment. In the interim, since we
have explained why Ms. [redacted] will not be provided with her requested
resolution in regard to a product refund and food loss, but provided her with
the information necessary to cancel her MPAs, we ask that this matter remain
closed.We appreciate the
opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
April 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the service on her washer was not completed in a...
timely manner. It is unfortunate that we failed to meet [redacted] expectations when we recently scheduled a washer repair through her home warranty. We value [redacted] patronage and can understand her frustration when the repair of her washer took longer than she expected. In [redacted] case, our technician ordered parts on the first visit and had a family emergency on the scheduled return visit. There was more of a delay in returning to her home than we would have liked, but this was due to this job requiring 2 technicians to complete. Our records indicate that [redacted] was offered 50,000 Shop Your Way Reward points for the inconvenience and she accepted the offer; which is equivalent to $50.00. On April 27, 2016 our technicians installed the parts, and completed the repair on the washer. 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]
[redacted]
Initial Business Response /* (1000, 5, 2015/03/24) */
[redacted]
We have completed the investigation of [redacted] complaint regarding refund from Sears....
[redacted], General Manager of the Sears in Watertown provided the following response:
After receiving [redacted] complaint, I contacted him to personally address his concerns. We have processed a refund in the amount of $560.29, which is referenced back to sales check [redacted]. Additionally, a refund in the amount of $150.84 has been processed by our service contracts office to refund [redacted] for the protection agreement purchase. Since we have noted the actions taken to resolve [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]
March 17, 2016 Revdex.com Attn: [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] Complaint ID: [redacted] Via: Revdex.com Website [redacted]
* Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attention. This letter serves to provide a response to the customer’s rebuttal statement dated 03/10/2016. SHIP will be more than happy to provide the customer with the products that cannot be returned per her request, but will only agree to do so if she is willing to pay for them at retail cost. SHIP is unable to give [redacted] the products at our cost. The retail cost is $[redacted], and we’ll reduce that to $[redacted] We are not trying to enforce the contract, which we do have a right to do if that was the route we wanted to take. However, it is not the way SHIP wants to do business. Neither do we want to make it a practice of cancelling contracts and giving away products at wholesale prices. That is the reason we will provide the product at retail cost. SHIP retained a portion of [redacted] initial payment due to costs incurred and the amount to be returned to her account is $[redacted] If she wishes to purchase the products she can do so at retail costs. She will need to contact me and I’ll assist with this getting done. If you have any further questions or concerns, please contact me at [redacted] [redacted], or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
November 17, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]
We have completed the investigation of [redacted]
complaint regarding his request for a refund for a hose he purchased...
for a refrigerator
he returned to Sears Outlet Store. As clarification, our ''hassle-free returns and
exchanges'' are based upon returns and exchanges within the parameters of our
stated refund and exchange policy. That policy clearly states that a receipt is
required for any refund and that a refund can be requested within 30 days. There may be exclusions to the return or
return time frame for some items, but all are disclosed on postings in the
store and explained on the back of the receipt so that the purchaser is aware
of our policies. With that having been
said, it may be important to note that [redacted] purchased his refrigerator
on March 28, 2015, and returned it on March 30th, but his complaint indicates
that he attempted to return the hose on October 23, 2015, well past any stated
14 or 30 day return period that may be stated in Sears Outlet Store. While we understand that [redacted] found
it frustrating that his request was declined, the fact is that Sears Outlet
Store was unable to accept his return so far past the return period and they were
under no obligation to do so. While
Sears Member Services empathizes with [redacted] situation, we are unable
to honor his request to receive a refund outside of our stated return period
and can only apologize for any inconvenience he may have experienced due to this
decision. Since we have confirmed that Sears
Outlet Store was simply adhering to their posted return policy, we have
documented [redacted] complaint and closed our file regarding this matter.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]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed our investigation [redacted] complaint regarding her dissatisfaction
with Sears Home...
Services.First,
we would like to apologize to [redacted] for failing her expectations in regard
to the repair of her range. Additionally,
we would like to assure [redacted] that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. We do
not take these matters lightly and appreciate the opportunity to address the
customer service/scheduling issues outlined within [redacted] complaint, so
that future problems can be averted. On November 6, 2015, the
technician returned to [redacted] home to install a new panel. The technician noted within the service order
that the old panel was scratched; apparently damaged while cleaning. [redacted] was advised that in the future
such damage would not be covered under her Master Protection Agreement
(MPA). After the panel was replaced, the
technician closed the service order; [redacted] was not charged.While we empathize with
[redacted] we are unable to compensate her for lost time. With that said, our records show that a
$50.00 check was processed on October 29, 2015, by our Protection Agreement
Department, as requested by [redacted] in lieu of the $50.00 gift card that
was previously offered. In summary, since
we have completed the repair to [redacted] range, albeit later than
expected, and documented her concerns with the repair process, we ask that this
matter be closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]Regulatory Complaints
Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted]’ complaint regarding Sears Auto Center. [redacted], Sears Auto Center, District Sales...
Manager provided the following response: I have spoken to [redacted] about her complaint and have agreed to reimburse her for the amount she spent at another shop to repair her tire. I asked her to give Sears another opportunity. If she had any other issues going forward that I would refund her the amount of the Road Hazard at that time. If I can be of any other assistance to [redacted], she can contact me at [redacted]. Since we have noted our response to [redacted]’ concerns, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 14, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10977011 – Ivy [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding the installation of her dishwasher.We have received Ms. [redacted]’s...
complaint and would like to note that prior to contacting the Revdex.com, Ms. [redacted] reached out to our Executive Member Services team. Ms. [redacted]’s dishwasher is scheduled to be delivered on December 18, 2015 and the monies paid for installation are to be refunded in full. That being said, because we are in the process of rectifying Ms. [redacted]’s complaint, we respectfully request this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com