March 10, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding being rescheduled for repair of her...
dishwasher.
We have received [redacted] complaint and apologize that she was rescheduled for the repair of her dishwasher. Our offices escalated [redacted] concerns to [redacted], Customer Advocate for unit# [redacted]. [redacted] contacted [redacted] and discussed her concerns and agreed to refund her $201. 24 to which she accepted. That being said, because we are in the process of refunding [redacted] for repair services paid, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
March 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his request to receive replacement...
tires at no cost. As clarification, there are many factors such as terrain, weather, vehicle type and maintenance, type of driving (stop and go vs. highway), acceleration and braking habits which can affect the life of any tire; therefore, making tires last longer for one customer than they might for another. While all of these factors affect the longevity of a tire, a lack of proper vehicle maintenance may be the most common cause of irregular and premature tire wear. It is for this reason that we may ask our customers whether they may have purchased tire rotations, alignment and repairs elsewhere when our technicians have noted uneven or excessive wear but we are unable to find such maintenance records within our own systems. [redacted] seems to suggest that his tires are defective. However, the uneven wear he describes, and the wear we found during our evaluation of his vehicle is indicative of a poor or incorrect alignment. It is important to note that only one of his tires measured 4/32 4/32 2/32, meaning it was not 2/32 inches across the entire tread depth. As such even this tire does not meet the guidelines of the Limited Tire Warranty [redacted] quotes in his complaint, which specifically states that “Tread life means the period from purchase until there is 2/32 inch or less tread depth remaining on the tire, as measured across the entire width of the tread.” Furthermore, the “Exclusions” of this warranty explain that it cannot be applied to tire damage such as “Uneven or rapid wear caused by mechanical irregularity in the vehicle (e.g., wheel misalignment, defective brakes or shock absorbers) or operation in excess of tire/wheel manufacturers’ specifications and recommendations.” Our records indicate that we informed [redacted] that his vehicle was out of alignment on May 29, 2014, November 15, 2014, July 26, 2015, August 19, 2015, and October 10, 2015, but he declined alignment services each time. [redacted] returned with other mechanical repairs we suggested completed and we issued a prorated credit toward 4 new tires on solely as a goodwill gesture on August 19, 2015, but he again declined to purchase an alignment. For this reason, our manager informed [redacted] that we would be unable to make such exceptions in the future if he again returned with uneven or excessive wear caused by the misalignment of his vehicle. While we empathize with [redacted] situation, we stand by this decision and we are unable to honor [redacted] request to have his tires replaced without charge. At this time, we can only reiterate that we regret any inconvenience [redacted] may have experienced and assure him that his comments have been documented. Since we have provided a response relative and appropriate to the terms of the warranties for the tires [redacted] purchased, we have 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]
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted]’s rebuttal to our previous response. Unfortunately, we are unable to accommodate Ms. [redacted]’s request for $500.00 in compensation. Our offer is $100.00 for food loss, and this offer is being presented solely as a courtesy, as her warranty does not cover incidental or consequential damages. Any other request for compensation for potential floor damage or additional food loss must be directed to [redacted] our third-party claims administrator. [redacted] can be reached at ([redacted] It is Ms. [redacted] decision whether or not to file a claim to pursue compensation, but the aforementioned offer is final; we will not be presenting any other offers of remuneration to Ms. [redacted]. Again, if Ms. [redacted] would like to accept our final offer of $100.00 for food loss, she can respond to [redacted] the offer is valid until January 31, 2016. In the interim, since we have provided Ms. [redacted] with her options and no further accommodations are forthcoming, we ask that this matter be closed. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 11, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed
our investigation of [redacted] complaint regarding service for her
refrigerator.It is unfortunate that we failed [redacted]...
[redacted] expectations when she scheduled service for her
refrigerator. We value [redacted] patronage,
but can understand how the series of events noted in her complaint has caused her
to lose faith in Sears. We regret that this incident occurred, but we can
assure [redacted] that her
concerns have been 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 any
inconvenience. Upon receipt of [redacted]’ complaint, we found that service was completed on October 21, 2015;
our service technician replaced the fan motor of the refrigerator. We also
found that her request for food loss reimbursement was approved in the amount
of $119.94 and a check was processed on October 22, 2015 as well as a gift card
in the amount of $50.00 that was processed on November 2, 2015. Since we have
repaired [redacted] refrigerator, provided her with the requested food loss
reimbursement as well as a $50.00 gift card for her inconvenience, we have
closed our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]
November 6,
2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have
completed our investigation of [redacted] rebuttal. Store Manager
[redacted] has agreed to provide [redacted] with the credit she has
requested in the interest of customer satisfaction. He still would like for it to
be noted that the signage specifically excluded the item [redacted] purchased
due to the already discounted pricing. [redacted] or his assistant [redacted] may be
reached during normal business ([redacted] if [redacted] wishes to make the
necessary arrangements. We appreciate the
opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the repair of...
her refrigerator.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted] District Operations Supervisor, who states the following:
I just spoke with Ms. [redacted]
She acknowledged her frustration regarding her member experience. I told her that although I couldn’t take back the experience, I appreciated her candor and fact that she cared enough to make us aware of our shortcomings.
[redacted] delivered the door handle on 12/29/2015. She stated that the refrigerator is not making the noise any longer and would just install the door herself. Ms. [redacted] thanked me for my concern.
I asked her if it would be okay to send her a $50.00 gift card and she accepted. The gift card will be processed and received within 7-10 business days to the address listed on this complaint. That being said, because we addressed Ms. [redacted] 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.
December 1, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10887526 –
Beverly [redacted] Dear Ms. [redacted]:We have
completed the investigation of Ms. [redacted]’s complaint regarding her
dissatisfaction at being informed that repairs...
needed for her mower would not
be covered under her warranty due to our
determination that the failure was due to the mower was operated with
little or no oil.Ms. [redacted] is correct that her owner’s manual states to
change the engine oil every 25 hours or season. This is listed on page 13
Maintenance. There are also several footnotes listed at that statement
indicating the following; Change oil more often if operating under a heavy load
or in high temperatures, Service more often if operating in dirty or dusty
conditions and finally to read the entire Lubrication section of the owner’s
manual. We would also like to point out that the Maintenance schedule chart
also states to check the engine oil before each use. It is important to note that a standard mower engine can
easily last from three to four mowing seasons without excessive wear if the oil
is changed every season, and routine maintenance actions are taken. In diagnosing mowers that are brought in for
repair, we utilize extensive yearly training that is provided to us by the
manufacturer. This training enables us
to recognize and accurately diagnose internal engine damages. The internal conditions of an engine leave
tell-tale signs when proper operating procedures are not followed; we just
report the facts as we find them since the evidence discovered is
incontrovertible and can vary from what our customers might tell us. For example, tracks from dirt ingestion occur
from the failure to replace an air filter and this is evident regardless of
whether a customer changes the filter before sending it in for
maintenance. In other words, we do not
have to see a dirty filter in order to deduce that the mower was operated with
one. In the case of improper lubrication, metal transfers
from the cylinder walls and pistons, and the overall condition of the
crankshaft and piston bearings, can be an indicator that proper lubrication was
not performed. Additionally, oil
splatter paddles on the crankshaft are examined to see if they show the black
oily carbon deposits that would indicate that oils have been cooked because of
excessive temperatures due to lack of lubrication. When we see evidence of these conditions, we
can conclude without a doubt that an engine has been operated under the
conditions of little lubrication or improper maintenance and this is regardless
of whether the mower had any remaining oil removed before it was brought in for
service or if new oil was added after the fact. The engine locked up due to low or no oil being used.
The warranty for the mower
specifically notes that ''Repairs necessary because of accident or failure to
operate or maintain the product according to all supplied instructions'' are
not covered. Additionally, the owner’s
manual notes that the oil level should be checked frequently; particularly when
operating the mower in temperatures above 80 degrees. In addition to checking the oil, the condition
of the oil should also be checked at the same time. There are many factors that can lead to
excess oil consumption or for the oil to “breakdown” and cease providing the
necessary lubrication and one should never assume that the oil or the oil level
is okay without verifying this. It
is also important to note that operation of the mower in temperatures above 80 degrees can result in increased oil consumption and the most of the summer according to
the weather archives the temperatures in her area of Georgia averaged above the
mid 80’s or higher. Additionally oil
consumption can increase dependent upon the condition of the mower and outside
factors such as the presence of a dry or dusty environment. The reason the manual advises to check oil
levels frequently is because proper lubrication is so important and there is
always a chance that the mower may have been tipped causing some of the oil to
run out in between uses. We would also
note that the basic oil shipped with the mower operates best in temperatures
under 80 degrees; higher grade oil can be substituted if the customer chooses
to make this decision and purchase a synthetic oil. We are unsure as to whether Ms. [redacted] used
the oil that came with her mower or not, but we just wanted to make sure that she
knew the quality of the oil could affect the consumption and performance. With
that said, we provided Ms. [redacted] with an estimate to repair of $288.10 plus
tax to replace the engine. since we have
provided an explanation for why Ms. [redacted]’s repairs are not covered and why
we are unable to provide her with a free repair or exchange 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,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
directVanessa.L.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] latest rebuttal regarding Sears Home Services and repairs to her dishwasher. We reiterate that the information noted in our initial correspondence was gathered from our local service unit, notes provided by the technician and from Ms. [redacted] case notes. That said, Ms. [redacted] dishwasher is covered by a Sears Master Protection Agreement (MPA) until its scheduled expiration on March 3, 2017. Per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 completed service calls completed in a 12 month period where functional parts have been replaced. Since the dishwasher does not meet the criteria to be considered for replacement, we will not be providing Ms. [redacted] with a credit to be used to replace the dishwasher. Sears will continue to abide by the terms and conditions of the MPA and will service the dishwasher as requested. On February 13, 2016, a technician was dispatched to Ms. [redacted] home and noted that he instructed the consumer about hard water. This is why we recommended Lemi-Shine in our initial correspondence. If Ms. [redacted] still desires service, she can contact our appointment center at [redacted] Since we have noted our response to Ms. [redacted] rebuttal, we ask that this complaint remain closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint[redacted]
I am rejecting this response because: I find it completely unacceptable that a refund was not issued immediately and that I should have to wait for this duration of time to have my purchase refunded fully. I still have yet to receive any refund in the mail. mail is received on Saturday, so that should count as a business day. Today is day 6. First class mail takes 3 days to arrive, not 7 to 10. Again, I was due a gift card refund on another purchase from Sears, and the gift card NEVER arrived. This complaint will remain open until another resolution is offered.
Sincerely,
[redacted]
January 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the ** Washer. To clarify,...
like many retail stores Sears sells many different Brands, but unlike other retailers Sears is contracted by some of these manufactures to provide service for their warrantied items. Although at one time Sears was contracted with ** for any manufacture warranty service we no longer hold a contact with ** for their warranty service coverage. It is unfortunate that [redacted] washer did not live up to their expectations but since [redacted] is outside the 30 day return period we are unable to refund the purchase or exchange the ** washer. [redacted] will need to follow the manufactures warranty regarding service with ** at this time as Sears is not the manufacture of ** products. Since we have explained why we are not able to refund or exchange [redacted] washer as request we have closed our case. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the...
cancellation and return of his online order from our Market Place vendor.As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Our records indicate that [redacted]r placed the online order with [redacted] Electronics; however, [redacted]r was contacting Sears Customer Service to check the status of his order instead of contacting [redacted] Electronics. Since the order was through a Market Place vendor, we informed [redacted]r we would send a message to the vendor on his behalf and he should be contacted by the vendor within 48 hours. On October 3, 2015 [redacted]r contacted Sears again and requested to cancel the order since he had not received his order. Again, we informed [redacted]r that the message would be sent to the [redacted]r Electronics. On October 9, 2015 [redacted]r contacted Sears again and confirmed that he had received the order, but requested to return the order since he had previously requested the cancellation. [redacted] requested an immediate refund since he had already cancelled. We explained to [redacted]r that a refund could not be issued until the order is returned to the vendor. On October 12, 2015 [redacted]r provided the tracking number for the return of the order. According to our records, a credit of $120.17 was issued on October 20, 2015 to [redacted] credit card ending in [redacted] With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to [redacted]r and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
[redacted]Sears Holdings Corporation[redacted]
December 10,
2015Nita [redacted]RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10987435- David [redacted] Dear Ms.
[redacted]:We have
completed our investigation of Mr. [redacted] complaint regarding a recent
order. As...
clarification,
the terms of this offer were clear when it was presented to consumers prior to
placing their orders. The consumer was given a choice of the $100.00 credit or $200.00 in SYWR points. In fact, when placing the order,
the online sales system was set up to automatically default to the $100.00
credit so the consumer would have to choose the $200.00 in points if that is
what they wanted. The $100.00 credit was applied in their cart and it was
visible. Mr. [redacted] didn’t change it to reflect the $200.00 in points so
the $100.00 credit was applied to his order. This is also shown on the email
confirmation he was sent. It shows the promotions applied and it says: “Get
$100 off OR Members Choose
$200 back in points on Kenmore laundry front load pairs.” The issue seems to be
that due to a system error, the screen that confirms your order when you
finish, incorrectly stated that $200.00 in points had been earned. We want to
reiterate that this is after the terms were clearly noted at the beginning. At
this time, we are willing to provide Mr. [redacted] with $100.00 in SYWR
points as a courtesy, but we will not be issuing anything further. He does not
get both options; the offer was for one or the other. $200.00 was the maximum
value of this offer and that is what we are offering to provide Mr.
[redacted] with. If Mr. he is dissatisfied with that offer, we can pick up
his merchandise and provide him with a refund, which would make him whole. Should Mr. [redacted] wish to accept either
option, he may contact me via email at Tammie.[redacted]@searshc.com during normal business hours and I will make
the necessary arrangements. In light of
the aforementioned information, we respectfully ask that this matter be
considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this
matter. Please feel free to contact me if you have any further questions or
concerns.Sincerely,Tammie [redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]Tammie.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a pressure washer purchased from Sears. Mr. [redacted] purchased...
the pressure washer noted in his complaint on February 3, 2012 and it was covered by the manufacturers 2 year warranty which expired on February 3, 2014. Sears has contracted with [redacted] Doc in Saint Peters to service our local carry in consumers with their gas powered equipment service needs. That said, I contacted [redacted] from [redacted] Doc to get information from the initial April 2015 service call as well as the service call from last month. I was informed that on April 17, 2015 the pressure washer was dropped off for service. The complaint was that the pressure washer was leaking oil from the air filter and the hose had a kink. The hose was repaired and the technician removed the excess oil from the crank case as it had been overfilled. Once repaired, the unit was picked up. Sears provided Mr. [redacted] with a complimentary 3 month Repair Protection Agreement (RPA) which expired on August 3, 2015. In April 2016, Mr. [redacted] returned to [redacted] Doc and checked in the pressure washer. The complaint was that oil was leaking from the air filter. It is important to note that oil leaking from the oil filter is an indication that the crankcase has been overfilled with oil or the unit has been tipped over causing the oil leak. [redacted] Doc informed me that oil in the engine was not clean and there was too much oil again found in the crankcase. The dirty oil untimely caused internal damage to the cylinder. If the proper maintance procedures noted in the Owner’s Manual would have been followed, the problems Mr. [redacted] experienced would not have occurred. The unit is not covered by any coverage and Sears will not be having the unit repaired at no cost. Since we have noted our response to Mr. [redacted]’s complaint, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have been unable to complete the investigation of [redacted]
complaint regarding her recent order....
As clarification, our site clearly displays
who the seller of each item. Our return policy notes that the consumer is
subject to each seller’s individual return policy and any disputes must be
addressed with the seller. That said, we will intervene in some cases in the interest
of customer service. We appreciate [redacted] patronage and we have issued a full
refund in the amount of $28.68. This credit should reflect in 3-5 business
days. In light of the aforementioned information, we respectfully ask that this
matter remain 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]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a
freezer purchased from Sears. [redacted] Sears Delivery Solutions,...
Support Specialist provided the following
response:I have been in contact with [redacted] manager of the Sears in Buffalo, who is working with [redacted] to resolve his concerns. [redacted] has agreed to assist [redacted]
to assist him with his freezer concerns. The store will process the exchange and
schedule delivery of the new freezer. That said, if [redacted] needs any
additional assistance we feel it is best that he contact [redacted] at
[redacted] or via email at [redacted] If I can be of any
additional assistance to [redacted] after the new unit has been delivered, he
can reach me at [redacted]. Since we have noted our response to [redacted] complaint, we ask that
this complaint be closed pending future contact. We apologize to [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] These problems have been going on for years and guess this is why Sears closed in Macon, GA and there is only on Kmart. I told them YEARS ago at Sears I would live to see the day Sears closed in Macon and guess what it did! So my problem is only one of many and this has been proven! I have 30K and sears tools and will never buy anything else from Sears or Kmart as they have proven more the once they do not care about the customer or they would hire people that did there job as both Sears and Kmart have employees more interested about getting you off the phone the help. If Kmart and Sears really cared the service would not be so poor in the last 20 or so years. I do not need Sears or Kmart as bad as they need people like me so I ordered a bicycle from Walmart! If Sears and Kmart do not change their ways and hire folks that will do their job Sears and Kmart will not be around much longer just like all but one store in Macon and there is not longer a good Sears in Macon other then a little catalog sales. Might be a good idea for all at Sears and Kmart to find another job including YOU! Wake up and smell the roses before it is too late!!!!!!!!!!!!!!!![redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears Outlet. [redacted], Sears Delivery...
Solutions, Support Specialist provided the following response: After receiving [redacted] complaint I reviewed the sales checks associated with the purchase and have processed a refund. That said, [redacted] has been provided with her requested refund of $160.43 will post to her Sears [redacted] account ending in [redacted] in the next 3-5 business days. We apologize that this issue was not resolved sooner. Since we have provided [redacted] with her requested resolution, 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]
April 21, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding the exchange of his mower.
We have received [redacted]...
[redacted] complaint and apologize that his mower has failed sooner than expected. Because of the issues with his mower, Sears is able to exchange the mower, however, the mower will need to be free from oil and gas. We would like to note that our return policy for lawn and garden equipment is as follows:
All 4 cycle gas powered Lawn & Garden equipment that has had gas in the machine will not be returned to the store. If the unit is defective the unit will need to be taken to our local repair facility for inspection and repair.
Unfortunately, we are not able to accept a mower with gas in it due and [redacted] will need to remove the gas prior to returning the unit. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his refrigerator. Our research shows that there has...
been one service repair for [redacted] refrigerator. In September 2015, Our service technician did document that the doors were not sealing properly and a gasket seal was ordered and sent to [redacted] to the repair address on file of [redacted]. We attempted to schedule a service technician back out to install the gasket on October 3, 2016 but were unable to make this appointment and requested to reschedule the appointment with [redacted] and were informed by someone at the number [redacted] that they had used another provider to install the part. Our records show no contact from [redacted] until December 29, 2015 when he called in to inquire about service but as our system shows the call was lost after one minute no service order was opened. There is no other contact from [redacted] until the receipt of this complaint. We would expect our customer’s to inform Sears when a repair does not fix an appliance and with-in a reasonable time or at least with-in the first 90 days after a repair was completed. That being said since we have no record indicating [redacted] continued to have problems with the refrigerator doors after the service in September 2015 and he is now 3 months outside the warranty period and it has been six months since the last service, [redacted] will be responsible for any repairs to his refrigerator. Since we have explained why we will not be servicing [redacted] refrigerator at no cost nor will we be providing a two year service agreement, we have closed our case. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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 a recent order. ...
As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. The seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listings. Our Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual return policies, which are accessible via a link on the page for the item. As such, we would not be required to honor Mr. [redacted] request. However, we want to make sure that the vendors selling merchandise on our website are responding to any member concerns. According to our records, the seller, [redacted] has responded to Mr. [redacted] but he did not like their reply. We did see that a $100.00 adjustment was applied to his account on January 21, 2016 as a courtesy. If Mr. [redacted] has any further concerns, he would need to address with the seller, [redacted] according to the Terms of Service for our site, they are responsible for any seller issues and he is subject to their individual return policy. [redacted] may be reached at [redacted] or via email at [redacted] In closure, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
March 10, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding being rescheduled for repair of her...
dishwasher.
We have received [redacted] complaint and apologize that she was rescheduled for the repair of her dishwasher. Our offices escalated [redacted] concerns to [redacted], Customer Advocate for unit# [redacted]. [redacted] contacted [redacted] and discussed her concerns and agreed to refund her $201. 24 to which she accepted. That being said, because we are in the process of refunding [redacted] for repair services paid, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
March 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his request to receive replacement...
tires at no cost. As clarification, there are many factors such as terrain, weather, vehicle type and maintenance, type of driving (stop and go vs. highway), acceleration and braking habits which can affect the life of any tire; therefore, making tires last longer for one customer than they might for another. While all of these factors affect the longevity of a tire, a lack of proper vehicle maintenance may be the most common cause of irregular and premature tire wear. It is for this reason that we may ask our customers whether they may have purchased tire rotations, alignment and repairs elsewhere when our technicians have noted uneven or excessive wear but we are unable to find such maintenance records within our own systems. [redacted] seems to suggest that his tires are defective. However, the uneven wear he describes, and the wear we found during our evaluation of his vehicle is indicative of a poor or incorrect alignment. It is important to note that only one of his tires measured 4/32 4/32 2/32, meaning it was not 2/32 inches across the entire tread depth. As such even this tire does not meet the guidelines of the Limited Tire Warranty [redacted] quotes in his complaint, which specifically states that “Tread life means the period from purchase until there is 2/32 inch or less tread depth remaining on the tire, as measured across the entire width of the tread.” Furthermore, the “Exclusions” of this warranty explain that it cannot be applied to tire damage such as “Uneven or rapid wear caused by mechanical irregularity in the vehicle (e.g., wheel misalignment, defective brakes or shock absorbers) or operation in excess of tire/wheel manufacturers’ specifications and recommendations.” Our records indicate that we informed [redacted] that his vehicle was out of alignment on May 29, 2014, November 15, 2014, July 26, 2015, August 19, 2015, and October 10, 2015, but he declined alignment services each time. [redacted] returned with other mechanical repairs we suggested completed and we issued a prorated credit toward 4 new tires on solely as a goodwill gesture on August 19, 2015, but he again declined to purchase an alignment. For this reason, our manager informed [redacted] that we would be unable to make such exceptions in the future if he again returned with uneven or excessive wear caused by the misalignment of his vehicle. While we empathize with [redacted] situation, we stand by this decision and we are unable to honor [redacted] request to have his tires replaced without charge. At this time, we can only reiterate that we regret any inconvenience [redacted] may have experienced and assure him that his comments have been documented. Since we have provided a response relative and appropriate to the terms of the warranties for the tires [redacted] purchased, we have 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]
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted]’s rebuttal to our previous response. Unfortunately, we are unable to accommodate Ms. [redacted]’s request for $500.00 in compensation. Our offer is $100.00 for food loss, and this offer is being presented solely as a courtesy, as her warranty does not cover incidental or consequential damages. Any other request for compensation for potential floor damage or additional food loss must be directed to [redacted] our third-party claims administrator. [redacted] can be reached at ([redacted] It is Ms. [redacted] decision whether or not to file a claim to pursue compensation, but the aforementioned offer is final; we will not be presenting any other offers of remuneration to Ms. [redacted]. Again, if Ms. [redacted] would like to accept our final offer of $100.00 for food loss, she can respond to [redacted] the offer is valid until January 31, 2016. In the interim, since we have provided Ms. [redacted] with her options and no further accommodations are forthcoming, we ask that this matter be closed. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 11, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed
our investigation of [redacted] complaint regarding service for her
refrigerator.It is unfortunate that we failed [redacted]...
[redacted] expectations when she scheduled service for her
refrigerator. We value [redacted] patronage,
but can understand how the series of events noted in her complaint has caused her
to lose faith in Sears. We regret that this incident occurred, but we can
assure [redacted] that her
concerns have been 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 any
inconvenience. Upon receipt of [redacted]’ complaint, we found that service was completed on October 21, 2015;
our service technician replaced the fan motor of the refrigerator. We also
found that her request for food loss reimbursement was approved in the amount
of $119.94 and a check was processed on October 22, 2015 as well as a gift card
in the amount of $50.00 that was processed on November 2, 2015. Since we have
repaired [redacted] refrigerator, provided her with the requested food loss
reimbursement as well as a $50.00 gift card for her inconvenience, we have
closed our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]
November 6,
2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have
completed our investigation of [redacted] rebuttal. Store Manager
[redacted] has agreed to provide [redacted] with the credit she has
requested in the interest of customer satisfaction. He still would like for it to
be noted that the signage specifically excluded the item [redacted] purchased
due to the already discounted pricing. [redacted] or his assistant [redacted] may be
reached during normal business ([redacted] if [redacted] wishes to make the
necessary arrangements. We appreciate the
opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]
January 12, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the repair of...
her refrigerator.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted] District Operations Supervisor, who states the following:
I just spoke with Ms. [redacted]
She acknowledged her frustration regarding her member experience. I told her that although I couldn’t take back the experience, I appreciated her candor and fact that she cared enough to make us aware of our shortcomings.
[redacted] delivered the door handle on 12/29/2015. She stated that the refrigerator is not making the noise any longer and would just install the door herself. Ms. [redacted] thanked me for my concern.
I asked her if it would be okay to send her a $50.00 gift card and she accepted. The gift card will be processed and received within 7-10 business days to the address listed on this complaint. That being said, because we addressed Ms. [redacted] 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,
[redacted]
Regulatory Complaints Specialist
[redacted]
December 1, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10887526 –
Beverly [redacted] Dear Ms. [redacted]:We have
completed the investigation of Ms. [redacted]’s complaint regarding her
dissatisfaction at being informed that repairs...
needed for her mower would not
be covered under her warranty due to our
determination that the failure was due to the mower was operated with
little or no oil.Ms. [redacted] is correct that her owner’s manual states to
change the engine oil every 25 hours or season. This is listed on page 13
Maintenance. There are also several footnotes listed at that statement
indicating the following; Change oil more often if operating under a heavy load
or in high temperatures, Service more often if operating in dirty or dusty
conditions and finally to read the entire Lubrication section of the owner’s
manual. We would also like to point out that the Maintenance schedule chart
also states to check the engine oil before each use. It is important to note that a standard mower engine can
easily last from three to four mowing seasons without excessive wear if the oil
is changed every season, and routine maintenance actions are taken. In diagnosing mowers that are brought in for
repair, we utilize extensive yearly training that is provided to us by the
manufacturer. This training enables us
to recognize and accurately diagnose internal engine damages. The internal conditions of an engine leave
tell-tale signs when proper operating procedures are not followed; we just
report the facts as we find them since the evidence discovered is
incontrovertible and can vary from what our customers might tell us. For example, tracks from dirt ingestion occur
from the failure to replace an air filter and this is evident regardless of
whether a customer changes the filter before sending it in for
maintenance. In other words, we do not
have to see a dirty filter in order to deduce that the mower was operated with
one. In the case of improper lubrication, metal transfers
from the cylinder walls and pistons, and the overall condition of the
crankshaft and piston bearings, can be an indicator that proper lubrication was
not performed. Additionally, oil
splatter paddles on the crankshaft are examined to see if they show the black
oily carbon deposits that would indicate that oils have been cooked because of
excessive temperatures due to lack of lubrication. When we see evidence of these conditions, we
can conclude without a doubt that an engine has been operated under the
conditions of little lubrication or improper maintenance and this is regardless
of whether the mower had any remaining oil removed before it was brought in for
service or if new oil was added after the fact. The engine locked up due to low or no oil being used.
The warranty for the mower
specifically notes that ''Repairs necessary because of accident or failure to
operate or maintain the product according to all supplied instructions'' are
not covered. Additionally, the owner’s
manual notes that the oil level should be checked frequently; particularly when
operating the mower in temperatures above 80 degrees. In addition to checking the oil, the condition
of the oil should also be checked at the same time. There are many factors that can lead to
excess oil consumption or for the oil to “breakdown” and cease providing the
necessary lubrication and one should never assume that the oil or the oil level
is okay without verifying this. It
is also important to note that operation of the mower in temperatures above 80 degrees can result in increased oil consumption and the most of the summer according to
the weather archives the temperatures in her area of Georgia averaged above the
mid 80’s or higher. Additionally oil
consumption can increase dependent upon the condition of the mower and outside
factors such as the presence of a dry or dusty environment. The reason the manual advises to check oil
levels frequently is because proper lubrication is so important and there is
always a chance that the mower may have been tipped causing some of the oil to
run out in between uses. We would also
note that the basic oil shipped with the mower operates best in temperatures
under 80 degrees; higher grade oil can be substituted if the customer chooses
to make this decision and purchase a synthetic oil. We are unsure as to whether Ms. [redacted] used
the oil that came with her mower or not, but we just wanted to make sure that she
knew the quality of the oil could affect the consumption and performance. With
that said, we provided Ms. [redacted] with an estimate to repair of $288.10 plus
tax to replace the engine. since we have
provided an explanation for why Ms. [redacted]’s repairs are not covered and why
we are unable to provide her with a free repair or exchange 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,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
directVanessa.L.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] latest rebuttal regarding Sears Home Services and repairs to her dishwasher. We reiterate that the information noted in our initial correspondence was gathered from our local service unit, notes provided by the technician and from Ms. [redacted] case notes. That said, Ms. [redacted] dishwasher is covered by a Sears Master Protection Agreement (MPA) until its scheduled expiration on March 3, 2017. Per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 completed service calls completed in a 12 month period where functional parts have been replaced. Since the dishwasher does not meet the criteria to be considered for replacement, we will not be providing Ms. [redacted] with a credit to be used to replace the dishwasher. Sears will continue to abide by the terms and conditions of the MPA and will service the dishwasher as requested. On February 13, 2016, a technician was dispatched to Ms. [redacted] home and noted that he instructed the consumer about hard water. This is why we recommended Lemi-Shine in our initial correspondence. If Ms. [redacted] still desires service, she can contact our appointment center at [redacted] Since we have noted our response to Ms. [redacted] rebuttal, we ask that this complaint remain closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint[redacted]
I am rejecting this response because: I find it completely unacceptable that a refund was not issued immediately and that I should have to wait for this duration of time to have my purchase refunded fully. I still have yet to receive any refund in the mail. mail is received on Saturday, so that should count as a business day. Today is day 6. First class mail takes 3 days to arrive, not 7 to 10. Again, I was due a gift card refund on another purchase from Sears, and the gift card NEVER arrived. This complaint will remain open until another resolution is offered.
Sincerely,
[redacted]
January 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the ** Washer. To clarify,...
like many retail stores Sears sells many different Brands, but unlike other retailers Sears is contracted by some of these manufactures to provide service for their warrantied items. Although at one time Sears was contracted with ** for any manufacture warranty service we no longer hold a contact with ** for their warranty service coverage. It is unfortunate that [redacted] washer did not live up to their expectations but since [redacted] is outside the 30 day return period we are unable to refund the purchase or exchange the ** washer. [redacted] will need to follow the manufactures warranty regarding service with ** at this time as Sears is not the manufacture of ** products. Since we have explained why we are not able to refund or exchange [redacted] washer as request we have closed our case. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the...
cancellation and return of his online order from our Market Place vendor.As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Our records indicate that [redacted]r placed the online order with [redacted] Electronics; however, [redacted]r was contacting Sears Customer Service to check the status of his order instead of contacting [redacted] Electronics. Since the order was through a Market Place vendor, we informed [redacted]r we would send a message to the vendor on his behalf and he should be contacted by the vendor within 48 hours. On October 3, 2015 [redacted]r contacted Sears again and requested to cancel the order since he had not received his order. Again, we informed [redacted]r that the message would be sent to the [redacted]r Electronics. On October 9, 2015 [redacted]r contacted Sears again and confirmed that he had received the order, but requested to return the order since he had previously requested the cancellation. [redacted] requested an immediate refund since he had already cancelled. We explained to [redacted]r that a refund could not be issued until the order is returned to the vendor. On October 12, 2015 [redacted]r provided the tracking number for the return of the order. According to our records, a credit of $120.17 was issued on October 20, 2015 to [redacted] credit card ending in [redacted] With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to [redacted]r and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
[redacted]Sears Holdings Corporation[redacted]
December 10,
2015Nita [redacted]RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10987435- David [redacted] Dear Ms.
[redacted]:We have
completed our investigation of Mr. [redacted] complaint regarding a recent
order. As...
clarification,
the terms of this offer were clear when it was presented to consumers prior to
placing their orders. The consumer was given a choice of the $100.00 credit or $200.00 in SYWR points. In fact, when placing the order,
the online sales system was set up to automatically default to the $100.00
credit so the consumer would have to choose the $200.00 in points if that is
what they wanted. The $100.00 credit was applied in their cart and it was
visible. Mr. [redacted] didn’t change it to reflect the $200.00 in points so
the $100.00 credit was applied to his order. This is also shown on the email
confirmation he was sent. It shows the promotions applied and it says: “Get
$100 off OR Members Choose
$200 back in points on Kenmore laundry front load pairs.” The issue seems to be
that due to a system error, the screen that confirms your order when you
finish, incorrectly stated that $200.00 in points had been earned. We want to
reiterate that this is after the terms were clearly noted at the beginning. At
this time, we are willing to provide Mr. [redacted] with $100.00 in SYWR
points as a courtesy, but we will not be issuing anything further. He does not
get both options; the offer was for one or the other. $200.00 was the maximum
value of this offer and that is what we are offering to provide Mr.
[redacted] with. If Mr. he is dissatisfied with that offer, we can pick up
his merchandise and provide him with a refund, which would make him whole. Should Mr. [redacted] wish to accept either
option, he may contact me via email at Tammie.[redacted]@searshc.com during normal business hours and I will make
the necessary arrangements. In light of
the aforementioned information, we respectfully ask that this matter be
considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this
matter. Please feel free to contact me if you have any further questions or
concerns.Sincerely,Tammie [redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]Tammie.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a pressure washer purchased from Sears. Mr. [redacted] purchased...
the pressure washer noted in his complaint on February 3, 2012 and it was covered by the manufacturers 2 year warranty which expired on February 3, 2014. Sears has contracted with [redacted] Doc in Saint Peters to service our local carry in consumers with their gas powered equipment service needs. That said, I contacted [redacted] from [redacted] Doc to get information from the initial April 2015 service call as well as the service call from last month. I was informed that on April 17, 2015 the pressure washer was dropped off for service. The complaint was that the pressure washer was leaking oil from the air filter and the hose had a kink. The hose was repaired and the technician removed the excess oil from the crank case as it had been overfilled. Once repaired, the unit was picked up. Sears provided Mr. [redacted] with a complimentary 3 month Repair Protection Agreement (RPA) which expired on August 3, 2015. In April 2016, Mr. [redacted] returned to [redacted] Doc and checked in the pressure washer. The complaint was that oil was leaking from the air filter. It is important to note that oil leaking from the oil filter is an indication that the crankcase has been overfilled with oil or the unit has been tipped over causing the oil leak. [redacted] Doc informed me that oil in the engine was not clean and there was too much oil again found in the crankcase. The dirty oil untimely caused internal damage to the cylinder. If the proper maintance procedures noted in the Owner’s Manual would have been followed, the problems Mr. [redacted] experienced would not have occurred. The unit is not covered by any coverage and Sears will not be having the unit repaired at no cost. Since we have noted our response to Mr. [redacted]’s complaint, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have been unable to complete the investigation of [redacted]
complaint regarding her recent order....
As clarification, our site clearly displays
who the seller of each item. Our return policy notes that the consumer is
subject to each seller’s individual return policy and any disputes must be
addressed with the seller. That said, we will intervene in some cases in the interest
of customer service. We appreciate [redacted] patronage and we have issued a full
refund in the amount of $28.68. This credit should reflect in 3-5 business
days. In light of the aforementioned information, we respectfully ask that this
matter remain 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]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a
freezer purchased from Sears. [redacted] Sears Delivery Solutions,...
Support Specialist provided the following
response:I have been in contact with [redacted] manager of the Sears in Buffalo, who is working with [redacted] to resolve his concerns. [redacted] has agreed to assist [redacted]
to assist him with his freezer concerns. The store will process the exchange and
schedule delivery of the new freezer. That said, if [redacted] needs any
additional assistance we feel it is best that he contact [redacted] at
[redacted] or via email at [redacted] If I can be of any
additional assistance to [redacted] after the new unit has been delivered, he
can reach me at [redacted]. Since we have noted our response to [redacted] complaint, we ask that
this complaint be closed pending future contact. We apologize to [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] These problems have been going on for years and guess this is why Sears closed in Macon, GA and there is only on Kmart. I told them YEARS ago at Sears I would live to see the day Sears closed in Macon and guess what it did! So my problem is only one of many and this has been proven! I have 30K and sears tools and will never buy anything else from Sears or Kmart as they have proven more the once they do not care about the customer or they would hire people that did there job as both Sears and Kmart have employees more interested about getting you off the phone the help. If Kmart and Sears really cared the service would not be so poor in the last 20 or so years. I do not need Sears or Kmart as bad as they need people like me so I ordered a bicycle from Walmart! If Sears and Kmart do not change their ways and hire folks that will do their job Sears and Kmart will not be around much longer just like all but one store in Macon and there is not longer a good Sears in Macon other then a little catalog sales. Might be a good idea for all at Sears and Kmart to find another job including YOU! Wake up and smell the roses before it is too late!!!!!!!!!!!!!!!![redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears Outlet. [redacted], Sears Delivery...
Solutions, Support Specialist provided the following response: After receiving [redacted] complaint I reviewed the sales checks associated with the purchase and have processed a refund. That said, [redacted] has been provided with her requested refund of $160.43 will post to her Sears [redacted] account ending in [redacted] in the next 3-5 business days. We apologize that this issue was not resolved sooner. Since we have provided [redacted] with her requested resolution, 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]
April 21, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding the exchange of his mower.
We have received [redacted]...
[redacted] complaint and apologize that his mower has failed sooner than expected. Because of the issues with his mower, Sears is able to exchange the mower, however, the mower will need to be free from oil and gas. We would like to note that our return policy for lawn and garden equipment is as follows:
All 4 cycle gas powered Lawn & Garden equipment that has had gas in the machine will not be returned to the store. If the unit is defective the unit will need to be taken to our local repair facility for inspection and repair.
Unfortunately, we are not able to accept a mower with gas in it due and [redacted] will need to remove the gas prior to returning the unit. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his refrigerator. Our research shows that there has...
been one service repair for [redacted] refrigerator. In September 2015, Our service technician did document that the doors were not sealing properly and a gasket seal was ordered and sent to [redacted] to the repair address on file of [redacted]. We attempted to schedule a service technician back out to install the gasket on October 3, 2016 but were unable to make this appointment and requested to reschedule the appointment with [redacted] and were informed by someone at the number [redacted] that they had used another provider to install the part. Our records show no contact from [redacted] until December 29, 2015 when he called in to inquire about service but as our system shows the call was lost after one minute no service order was opened. There is no other contact from [redacted] until the receipt of this complaint. We would expect our customer’s to inform Sears when a repair does not fix an appliance and with-in a reasonable time or at least with-in the first 90 days after a repair was completed. That being said since we have no record indicating [redacted] continued to have problems with the refrigerator doors after the service in September 2015 and he is now 3 months outside the warranty period and it has been six months since the last service, [redacted] will be responsible for any repairs to his refrigerator. Since we have explained why we will not be servicing [redacted] refrigerator at no cost nor will we be providing a two year service agreement, we have closed our case. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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 a recent order. ...
As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. The seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listings. Our Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual return policies, which are accessible via a link on the page for the item. As such, we would not be required to honor Mr. [redacted] request. However, we want to make sure that the vendors selling merchandise on our website are responding to any member concerns. According to our records, the seller, [redacted] has responded to Mr. [redacted] but he did not like their reply. We did see that a $100.00 adjustment was applied to his account on January 21, 2016 as a courtesy. If Mr. [redacted] has any further concerns, he would need to address with the seller, [redacted] according to the Terms of Service for our site, they are responsible for any seller issues and he is subject to their individual return policy. [redacted] may be reached at [redacted] or via email at [redacted] In closure, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]