Initial Business Response /* (1000, 16, 2015/03/05) */
March 3, 2015
[redacted],
This letter serves as an update...
in reference to [redacted] complaint. After I reviewed the invoice [redacted] faxed over to me, I determined that we would have to send a senior technician out to verify the repairs made by the outside contractor were completed. An appointment has been scheduled for today, 3/03/2015. Once the repairs have been confirmed we will be able to determine the credit that is owed to the customer. I will be sure to update you with further information as necessary.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 17, 2015/03/05) */
on Tuesday march 3, 2015 a sears technician came to my home. he was there to check that the outside company actually made the repair, and he photographed the new part(s). Later,[redacted] from Sears called me to verify that he was at my home. I also gave him a copy of the invoice from the outside service company. I have not heard anything further from Sears towards settling this case. I expect that they will pay the entire cost, my furnace has been working perfectly, even in sub-zero temperatures, no thanks to Sears for that.
Final Business Response /* (4000, 21, 2015/03/16) */
March 16, 2015
[redacted]
This letter serves as an update in reference to [redacted] response on 3/05/2015. As previously mentioned, an appointment was scheduled for 3/03/2015. The repairs the outside contractor had completed have been confirmed. I prepared and send an agreement to [redacted] and [redacted] to review and sign for their credit to be processed. Once [redacted] and [redacted] review and sign the agreement we will process the credit. I will be sure to update you with further information as necessary.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at[redacted]
Complaint: 10997482
I am rejecting this response because: refrigerator is defective and sears technicians are not able to fix the problem.
Sincerely,
Alicja [redacted]
March 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint...
regarding the pricing of a refrigerator he wished to purchase. Assistant Store Manager [redacted] provided the following response: We have spoken with [redacted] in regard to this issue. Arrangements have been made for him to visit our location during the next Friends and Family promotion, which takes place next week and we will endeavor to provide him with an agreeable price for a refrigerator. Should [redacted] have any further questions, he may contact me [redacted]) during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter remain closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 15, 2015/04/24) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
April 24, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding the service we provided on her washer and her request to receive a refund at least more than $65.00.
As clarification, all of our repairs come with a 90-day guarantee. Meaning, if our diagnosis or repair is in doubt we will return to the customer's home and if in fact we find that a failure is related to a previously provided repair or diagnosis, then we will cover all labor fees related to that visit. If the new diagnosis with part charges does not meet with a customer's approval, then at that time we can remove any previously installed parts and possibly provide a refund depending upon the individual situation; however, in all cases we would normally still retain our minimum trip fee that we advise customers is not refundable.
In [redacted] case, we originally collected $266.32 to replace the control board. She had a visit under her guarantee in December where we did not find a problem, and then a visit shortly after the warranty expired where we still did not really find a problem but they charged her $84.99 for coming out. Then in January the same board was replaced. At that point they did not charge for labor but the service unit did charge for the part. It is our opinion that the part was most likely not working properly during the calls within the first 90 days so it should have been covered. At that time they collected the last money we charged, which was $138.33. In all we charged [redacted] $489.64, only to discover that she had a deeper problem that was causing the boards to fail. Since we felt that this meant the dryer was not properly diagnosed in September, we have issued a refund for all monies collected above the $79.00 non-refundable trip/diagnostic fee. That means a total refund was issued for $410.64 in the form of a mailed bank check; in fact it might come in three separate checks since there were three separate payments. The check or checks should arrive in the next 2-3 weeks and if [redacted] has not received them by May 15, 2015, then she is welcome to call me at[redacted] or email me at [redacted] so that I can research further. In the interim, since we have refunded [redacted] for all charges above our non-refundable minimum fee, we have closed our file.
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]
Complaint: 10997482
I am rejecting this response because:
Sincerely,
Alicja [redacted] Complaint ID # 10997482- Sears Holdings Corporation 3333 Beverly Road, Hoffman Estates, IL 60179 Dear Sir/Madam, I am writing this letter since I am shocked after I got your massage informing that my case is closed.A Sears technician came on January 15, he replaced the filter, water started flowing but no ice.Technician said that I need to wait 24 hrs .Next day - no ice .Today is January 19 and my refrigerator does not make ice and is freezing food in nonfreezing compartment.
December 21, 2015 [redacted] Revdex.com [redacted] Chicago, IL 60611 Re: # [redacted]-William [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding...
his recliner. Us Quality was adamant that the recliner cannot be repaired each time we have talked to them they have maintained the same each time we have spoken with them. In the interest of resolving this issue, we are willing to allow Mr. [redacted] to select another recliner sold at Sears with a selling price of up to $1600.00 to be provided in exchange for his old chair. Once Mr. [redacted] has made his selection, he may contact me at the email address noted below and the necessary arrangements will be made. Our full selection of power recliners is listed on our website. 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 Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com [redacted]
Initial Business Response /* (1000, 10, 2015/03/04) */
March 4, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his...
recent order.
As clarification, we partner with [redacted] Inc. by providing merchandise and transmitting data for qualifying purchases so those points may be awarded. We are not responsible for rewarding any points involved with that program. However, we are interested in consumer satisfaction and we wanted to make sure that there was no error on our part in transmitting [redacted] information to [redacted] so we contacted them to inquire regarding his missing points. [redacted] tracked [redacted] order and found that he failed to check out properly. He shopped using a coupon code or link from the [redacted] site, which is not affiliated with [redacted]; therefore, the order would not qualify as it would need to have been placed from the merchant's website as noted in the program's terms of use. At this time, [redacted] would need to speak with [redacted] Inc. regarding any issues he has with this his rewards account. We cannot provide further assistance. As such, we respectfully ask that this matter be considered closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find both Sears and [redacted] unethical and unprofessional on how they do business and treat their consumers. I actually opened a Revdex.com complaint on [redacted] in Boston as well as Sears. Both have accepted no accountability and both blame each other as if the customer is at fault. Both have given conflicting information and have given absolutely no proof as to how this transaction was purchased. They state I used a coupon and used a site I have never heard of. I actually had my IT dept look at my PC and this site has never been accessed on my PC. If are hiding behind false information to avoid paying me my 6,500 miles.
You lured me into making a $500.00 plus purchase and then refuse to follow through and blame the consumer with no actual proof. I have copied [redacted]'s response so you can see that it conflicts with yours. this is when a company becomes unethical and not transparent to their consumer and decides to not to act in a the right way.
Message from Business:
When [redacted] reached out to us to report his missing rewards for a Sears purchase dated 12/12/2014, we sent the order out for research through our aggregator to Sears. After research, Sears analyzed that this order (Order #[redacted]) was not attributed to Mileageplus Shopping. Since [redacted] never got the commission for this order, we were unable to reward [redacted] on this order. Per our contact at the aggregator who manages this merchant - "This order was tracked to a coupon and deal site." The aggregator has a unique view into tracking orders since they can see exactly where the consumer clicked before completing the purchase. If they are saying that the order is ineligible for rewards through Mileageplus Shopping, we cannot contest that.
Thanks,
[redacted]
They are blaming you and you are blaming them. who ever is working this case for Sears should be ashamed of themselves for the deceitfulness you use to avoid paying a customer what they are owed. I am pursing a case with the [redacted] office in Boston to do an investigation on the scam and fraud you are both committing on the public. I will do additional research on the state laws of Illinois to investigate you too. this is customer service at the lowest!! I hope millions of other consumers read this on line to see how an unethical company operates. I do not accept this resolution and you consider this case closed!
Final Business Response /* (4000, 14, 2015/03/10) */
March 10, 2015
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal.
We have spoken with [redacted] and in the interest of customer satisfaction, we have arranged for them to credit the points due to [redacted] Mileage account based on what he spent. These points should reflect within 2 weeks. Since we have granted [redacted] request, we respectfully ask that this matter remain closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Carry In Service and repairs to his mower. Sears Carry In Service...
records indicate that on March 22, 2016, our small engine repair technician found that there was no oil in [redacted] lawnmower engine. Upon further investigation our small engine repair team removed the head and found that the knocking was due to the fact that the engine cylinder had been scored due to lack of lubrication. This is not covered by the warranty. In summary, it is always the consumer’s responsibility to check the engine fluids and make sure that they are at the fill level before operating any type of equipment. Since the engine damage is due to insufficient amount of oil within the engine, we will not be able to repair the mower at no charge. We have provided a copy of the mowers warranty for review. Since we have noted our response to [redacted] 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 [redacted]
November 10, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding the bill he received stemming from a repair that was
scheduled...
on his dishwasher.We would note that when we ordered the warrantied parts
for [redacted] dishwasher, we collected the amount to cover our minimum fee
for the trip and diagnoses, but we did not collect the remaining $70.05 for the
labor to install the part as this would have been collected when the technician
returned to install the part. However, since the technician never returned, the
service order did not close out until someone manually went in and took care of
this. The way it was closed, it made it appear that we had installed the parts
that were ordered when it should have been closed as if the parts were
installed by [redacted], which would have negated any fees for labor. When Mr.
[redacted] disputed the $70.05 amount he was billed, our National Support Center
cleared his record on September 24, 2015, and he should not have received any
further correspondence related to this debt since then. We would also note that
we do not report our collection information to any of the major credit report
agencies so any bill that was sent would not have affected his credit report.
If [redacted] does receive any further correspondence or has any questions, he
is welcome to contact me at [redacted] or via phone at [redacted] In the interim, since we have removed the charge
from [redacted] record, we have closed our file.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]Team Manager, Regulatory Complaints[redacted]
March 3, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his service experience for...
his new cooktop. We apologize for the delay in responding to this complaint. We have determined that the cracked cook top is a thermal heat break and not an impact break which would not be covered under his warranty. We have contacted [redacted] and at his request set service for March 15, 2016. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted]’ issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time. We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because, this may satisfy the attempt to reimburse me for the loss of my ring, but by no means does this replace the letter of apology that I am entitled to:
Sincerely,
[redacted]
December 17, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding a tent purchased from a Kmart store that broke after its first...
use.Upon receiving [redacted] complaint, we apologize that her tent failed after only one use. Because of this, we have contacted [redacted] and advised that we will refund her the cost of the tent per her request to which she agreed. That being said, because we are in the process of providing [redacted] with her requested resolution, 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]
Complaint: [redacted]
I am rejecting this response because:We do not trust the Sears Company to have their employees try to fix the stove gas leak since they caused the problem in the first place. Originally, the burners on the stove did not work and so the Sears technicians came out several times, pulled the stove out each time, which caused the gas line to leak. Sears won't provide any compensation because the leak occurred after their 30 day policy.The fact is that the company only cares about their limited time policy, not the safety of their customers. The gas leak could have been catastrophic. So, we will no longer purchase or do any business with Sears.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/03/05) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
March 5, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
We have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted], Auto Center Manager for Unit [redacted], provided the following response:
After researching this matter, we found [redacted] placed an ordered for six tires [redacted] online for their motor home. The six tires where delivered to our location as a cash and carry. As clarification, our location is not equipped to install these tires on a large motor home. Therefore, [redacted] had another company install the tires however they did not keep the old tires. When the [redacted] contacted our store they indicated that the tires are out of round after installation and they need replacements. Our tire buying team is currently working on acquiring the tires from ATD however it is taking time to have this built in both ATD's system and our system. Again, since the dealer he used to have the tires installed no longer have the old tires, we are unable to process an exchange. We attempted to explain the process that we are working on to resolve this matter for [redacted] which has been explained by our District Manager [redacted] as well. Should [redacted] have any further questions or concerns, we ask that she contact us directly at [redacted] or [redacted]. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed, pending the receipt of the tire exchange.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We received a call the day (March 6, 2015) after the complaint was filed telling us they were working on taking care of the issue but we have not heard anything from them since. There should be no reason why it takes this long to order new tires and get them in, it only took days to get the defective ones.
Final Business Response /* (4000, 14, 2015/03/18) */
March 18, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have reviewed [redacted] rebuttal complaint regarding her tire order for the motor home.
[redacted] Store General Manager for Unit [redacted], provided the following response:
The replacement tires have been ordered with a release on March 18, 2015. I have contacted [redacted] to advise that the tires should be at my location on Friday March 20, 2015. I have also contacted an RV sales and service concerning mounting the tires to a motor home and was advised that the owner must drive the motor home 200 miles so that the weights inside the tire explode to balance the tire. According to [redacted] he had not done so. As for the delay in ordering and receiving the tires, we explained in our previous response that our tire buying team had been working on acquiring the tires needed from ATD. Unfortunately, the company had to program this in the system in order for Sears to place the order. Should the [redacted] need any further explanation or have any other concerns, we encourage them to contact us directly at [redacted]. With that said, we respectfully ask to have this matter closed since we have noted [redacted] comments and no further resolution was requested.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
April 5, 2016
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted] We have completed the investigation of [redacted] rebuttal to the response we provided. We apologize that we did not go into detail in our prior response, but to clarify, the charge for the part was not an overcharge. It was the correct price and the same price that all of our customers pay nationwide for the same part if they have repairs done in their home from our onsite product repair business. We do not feel there is a reason to provide this part to [redacted] for less than every other customer of ours has to pay from this specific business that we operate. The parts we sell through Sears PartsDirect, are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricing. The parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use them. Additionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing it. For example, in the case of electronic controls boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part. When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that part. So if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refund. This retail price then reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some way. Some parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expenses. It is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves. In [redacted] case, she agreed to our estimate so she accepted the charges and as such, would not be entitled to receive a refund simply because she does not now like the price that we charged for the part. While we are regretful that she remains dissatisfied, since our position is fair considering again that this is the same price all of our other customers paid that had an “in home” repair for the same issue, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
November 23, 2015
[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted] complaint
regarding the cancelation of her online order of a child’s...
stroller for $11.95
and a child’s toy kitchen also for $11.95 from one of our online third-party Marketplace
vendors. 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, we found that shortly after her
order was placed, it was determined to be for merchandise that had a large
system wide error that caused all newly loaded prices to display for only
$11.95. Per our terms and conditions, we canceled the order and a refund was provided.
If [redacted] would like to view the most up-to-date full version of our
terms and conditions, she 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, since our cancelation of [redacted]
order was just in accordance with the posted terms and conditions that govern
our website, we are unable to honor her request to provide the merchandise for
the incorrect price. As this decision is commensurate to the circumstances, we
have closed our file.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]Team Manager, Regulatory Complaints[redacted]
February 29, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
*
[redacted]
We have completed the investigation of [redacted] complaint regarding purchasing parts for the repair of his lawn...
mower.
We have received [redacted] complaint and apologize that he did not use the parts that he ordered from our Parts Direct department. We have therefore processed a gift card in the amount of $30.00 which will be received in 3-5 business days to the address listed on this complaint. That being said, because we have processed a gift card, 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]
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 Ms. [redacted] complaint regarding her request to...
receive a price match adjustment. As clarification, our Price Match Policy states: “Price match is eligible only on the day you make your purchase.” However, the first contact we have on record from Ms. [redacted] requesting her price match was received two days after she placed her order. As such, she would not have qualified for the adjustment. Despite this fact, we provided her with a credit for $81.38 on January 10, 2016 as a courtesy. Since we were not obligated to honor Ms. [redacted] request according to our Price Match Policy, but we have provided an alternative as a gesture of good will, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed our investigation of [redacted] complaint regarding the service on his washer. After reviewing the service history and...
discussing the issue with [redacted] we authorized him for a replacement of the washer under the terms of his Service Smart Agreement (SSA). Ms. [redacted] has been provided with the necessary information to select a new washer, and she has my direct contact information in the event that she requires further assistance. At this time, since it was our understanding that this resolution met with the [redacted] approval, we have closed our file. We apologize to the [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]
Initial Business Response /* (1000, 16, 2015/03/05) */
March 3, 2015
[redacted],
This letter serves as an update...
in reference to [redacted] complaint. After I reviewed the invoice [redacted] faxed over to me, I determined that we would have to send a senior technician out to verify the repairs made by the outside contractor were completed. An appointment has been scheduled for today, 3/03/2015. Once the repairs have been confirmed we will be able to determine the credit that is owed to the customer. I will be sure to update you with further information as necessary.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 17, 2015/03/05) */
on Tuesday march 3, 2015 a sears technician came to my home. he was there to check that the outside company actually made the repair, and he photographed the new part(s). Later,[redacted] from Sears called me to verify that he was at my home. I also gave him a copy of the invoice from the outside service company. I have not heard anything further from Sears towards settling this case. I expect that they will pay the entire cost, my furnace has been working perfectly, even in sub-zero temperatures, no thanks to Sears for that.
Final Business Response /* (4000, 21, 2015/03/16) */
March 16, 2015
[redacted]
This letter serves as an update in reference to [redacted] response on 3/05/2015. As previously mentioned, an appointment was scheduled for 3/03/2015. The repairs the outside contractor had completed have been confirmed. I prepared and send an agreement to [redacted] and [redacted] to review and sign for their credit to be processed. Once [redacted] and [redacted] review and sign the agreement we will process the credit. I will be sure to update you with further information as necessary.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at[redacted]
Complaint: 10997482
I am rejecting this response because: refrigerator is defective and sears technicians are not able to fix the problem.
Sincerely,
Alicja [redacted]
March 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint...
regarding the pricing of a refrigerator he wished to purchase. Assistant Store Manager [redacted] provided the following response: We have spoken with [redacted] in regard to this issue. Arrangements have been made for him to visit our location during the next Friends and Family promotion, which takes place next week and we will endeavor to provide him with an agreeable price for a refrigerator. Should [redacted] have any further questions, he may contact me [redacted]) during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter remain closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 15, 2015/04/24) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
April 24, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding the service we provided on her washer and her request to receive a refund at least more than $65.00.
As clarification, all of our repairs come with a 90-day guarantee. Meaning, if our diagnosis or repair is in doubt we will return to the customer's home and if in fact we find that a failure is related to a previously provided repair or diagnosis, then we will cover all labor fees related to that visit. If the new diagnosis with part charges does not meet with a customer's approval, then at that time we can remove any previously installed parts and possibly provide a refund depending upon the individual situation; however, in all cases we would normally still retain our minimum trip fee that we advise customers is not refundable.
In [redacted] case, we originally collected $266.32 to replace the control board. She had a visit under her guarantee in December where we did not find a problem, and then a visit shortly after the warranty expired where we still did not really find a problem but they charged her $84.99 for coming out. Then in January the same board was replaced. At that point they did not charge for labor but the service unit did charge for the part. It is our opinion that the part was most likely not working properly during the calls within the first 90 days so it should have been covered. At that time they collected the last money we charged, which was $138.33. In all we charged [redacted] $489.64, only to discover that she had a deeper problem that was causing the boards to fail. Since we felt that this meant the dryer was not properly diagnosed in September, we have issued a refund for all monies collected above the $79.00 non-refundable trip/diagnostic fee. That means a total refund was issued for $410.64 in the form of a mailed bank check; in fact it might come in three separate checks since there were three separate payments. The check or checks should arrive in the next 2-3 weeks and if [redacted] has not received them by May 15, 2015, then she is welcome to call me at[redacted] or email me at [redacted] so that I can research further. In the interim, since we have refunded [redacted] for all charges above our non-refundable minimum fee, we have closed our file.
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]
Complaint: 10997482
I am rejecting this response because:
Sincerely,
Alicja [redacted] Complaint ID # 10997482- Sears Holdings Corporation 3333 Beverly Road, Hoffman Estates, IL 60179 Dear Sir/Madam, I am writing this letter since I am shocked after I got your massage informing that my case is closed.A Sears technician came on January 15, he replaced the filter, water started flowing but no ice.Technician said that I need to wait 24 hrs .Next day - no ice .Today is January 19 and my refrigerator does not make ice and is freezing food in nonfreezing compartment.
December 21, 2015 [redacted] Revdex.com [redacted] Chicago, IL 60611 Re: # [redacted]-William [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding...
his recliner. Us Quality was adamant that the recliner cannot be repaired each time we have talked to them they have maintained the same each time we have spoken with them. In the interest of resolving this issue, we are willing to allow Mr. [redacted] to select another recliner sold at Sears with a selling price of up to $1600.00 to be provided in exchange for his old chair. Once Mr. [redacted] has made his selection, he may contact me at the email address noted below and the necessary arrangements will be made. Our full selection of power recliners is listed on our website. 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 Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com [redacted]
Initial Business Response /* (1000, 10, 2015/03/04) */
March 4, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his...
recent order.
As clarification, we partner with [redacted] Inc. by providing merchandise and transmitting data for qualifying purchases so those points may be awarded. We are not responsible for rewarding any points involved with that program. However, we are interested in consumer satisfaction and we wanted to make sure that there was no error on our part in transmitting [redacted] information to [redacted] so we contacted them to inquire regarding his missing points. [redacted] tracked [redacted] order and found that he failed to check out properly. He shopped using a coupon code or link from the [redacted] site, which is not affiliated with [redacted]; therefore, the order would not qualify as it would need to have been placed from the merchant's website as noted in the program's terms of use. At this time, [redacted] would need to speak with [redacted] Inc. regarding any issues he has with this his rewards account. We cannot provide further assistance. As such, we respectfully ask that this matter be considered closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find both Sears and [redacted] unethical and unprofessional on how they do business and treat their consumers. I actually opened a Revdex.com complaint on [redacted] in Boston as well as Sears. Both have accepted no accountability and both blame each other as if the customer is at fault. Both have given conflicting information and have given absolutely no proof as to how this transaction was purchased. They state I used a coupon and used a site I have never heard of. I actually had my IT dept look at my PC and this site has never been accessed on my PC. If are hiding behind false information to avoid paying me my 6,500 miles.
You lured me into making a $500.00 plus purchase and then refuse to follow through and blame the consumer with no actual proof. I have copied [redacted]'s response so you can see that it conflicts with yours. this is when a company becomes unethical and not transparent to their consumer and decides to not to act in a the right way.
Message from Business:
When [redacted] reached out to us to report his missing rewards for a Sears purchase dated 12/12/2014, we sent the order out for research through our aggregator to Sears. After research, Sears analyzed that this order (Order #[redacted]) was not attributed to Mileageplus Shopping. Since [redacted] never got the commission for this order, we were unable to reward [redacted] on this order. Per our contact at the aggregator who manages this merchant - "This order was tracked to a coupon and deal site." The aggregator has a unique view into tracking orders since they can see exactly where the consumer clicked before completing the purchase. If they are saying that the order is ineligible for rewards through Mileageplus Shopping, we cannot contest that.
Thanks,
[redacted]
They are blaming you and you are blaming them. who ever is working this case for Sears should be ashamed of themselves for the deceitfulness you use to avoid paying a customer what they are owed. I am pursing a case with the [redacted] office in Boston to do an investigation on the scam and fraud you are both committing on the public. I will do additional research on the state laws of Illinois to investigate you too. this is customer service at the lowest!! I hope millions of other consumers read this on line to see how an unethical company operates. I do not accept this resolution and you consider this case closed!
Final Business Response /* (4000, 14, 2015/03/10) */
March 10, 2015
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal.
We have spoken with [redacted] and in the interest of customer satisfaction, we have arranged for them to credit the points due to [redacted] Mileage account based on what he spent. These points should reflect within 2 weeks. Since we have granted [redacted] request, we respectfully ask that this matter remain closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Carry In Service and repairs to his mower. Sears Carry In Service...
records indicate that on March 22, 2016, our small engine repair technician found that there was no oil in [redacted] lawnmower engine. Upon further investigation our small engine repair team removed the head and found that the knocking was due to the fact that the engine cylinder had been scored due to lack of lubrication. This is not covered by the warranty. In summary, it is always the consumer’s responsibility to check the engine fluids and make sure that they are at the fill level before operating any type of equipment. Since the engine damage is due to insufficient amount of oil within the engine, we will not be able to repair the mower at no charge. We have provided a copy of the mowers warranty for review. Since we have noted our response to [redacted] 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 [redacted]
November 10, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding the bill he received stemming from a repair that was
scheduled...
on his dishwasher.We would note that when we ordered the warrantied parts
for [redacted] dishwasher, we collected the amount to cover our minimum fee
for the trip and diagnoses, but we did not collect the remaining $70.05 for the
labor to install the part as this would have been collected when the technician
returned to install the part. However, since the technician never returned, the
service order did not close out until someone manually went in and took care of
this. The way it was closed, it made it appear that we had installed the parts
that were ordered when it should have been closed as if the parts were
installed by [redacted], which would have negated any fees for labor. When Mr.
[redacted] disputed the $70.05 amount he was billed, our National Support Center
cleared his record on September 24, 2015, and he should not have received any
further correspondence related to this debt since then. We would also note that
we do not report our collection information to any of the major credit report
agencies so any bill that was sent would not have affected his credit report.
If [redacted] does receive any further correspondence or has any questions, he
is welcome to contact me at [redacted] or via phone at [redacted] In the interim, since we have removed the charge
from [redacted] record, we have closed our file.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]Team Manager, Regulatory Complaints[redacted]
March 3, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his service experience for...
his new cooktop. We apologize for the delay in responding to this complaint. We have determined that the cracked cook top is a thermal heat break and not an impact break which would not be covered under his warranty. We have contacted [redacted] and at his request set service for March 15, 2016. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted]’ issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time. We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because, this may satisfy the attempt to reimburse me for the loss of my ring, but by no means does this replace the letter of apology that I am entitled to:
Sincerely,
[redacted]
December 17, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding a tent purchased from a Kmart store that broke after its first...
use.Upon receiving [redacted] complaint, we apologize that her tent failed after only one use. Because of this, we have contacted [redacted] and advised that we will refund her the cost of the tent per her request to which she agreed. That being said, because we are in the process of providing [redacted] with her requested resolution, 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]
Complaint: [redacted]
I am rejecting this response because:We do not trust the Sears Company to have their employees try to fix the stove gas leak since they caused the problem in the first place. Originally, the burners on the stove did not work and so the Sears technicians came out several times, pulled the stove out each time, which caused the gas line to leak. Sears won't provide any compensation because the leak occurred after their 30 day policy.The fact is that the company only cares about their limited time policy, not the safety of their customers. The gas leak could have been catastrophic. So, we will no longer purchase or do any business with Sears.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/03/05) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
March 5, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
We have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted], Auto Center Manager for Unit [redacted], provided the following response:
After researching this matter, we found [redacted] placed an ordered for six tires [redacted] online for their motor home. The six tires where delivered to our location as a cash and carry. As clarification, our location is not equipped to install these tires on a large motor home. Therefore, [redacted] had another company install the tires however they did not keep the old tires. When the [redacted] contacted our store they indicated that the tires are out of round after installation and they need replacements. Our tire buying team is currently working on acquiring the tires from ATD however it is taking time to have this built in both ATD's system and our system. Again, since the dealer he used to have the tires installed no longer have the old tires, we are unable to process an exchange. We attempted to explain the process that we are working on to resolve this matter for [redacted] which has been explained by our District Manager [redacted] as well. Should [redacted] have any further questions or concerns, we ask that she contact us directly at [redacted] or [redacted]. In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed, pending the receipt of the tire exchange.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We received a call the day (March 6, 2015) after the complaint was filed telling us they were working on taking care of the issue but we have not heard anything from them since. There should be no reason why it takes this long to order new tires and get them in, it only took days to get the defective ones.
Final Business Response /* (4000, 14, 2015/03/18) */
March 18, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have reviewed [redacted] rebuttal complaint regarding her tire order for the motor home.
[redacted] Store General Manager for Unit [redacted], provided the following response:
The replacement tires have been ordered with a release on March 18, 2015. I have contacted [redacted] to advise that the tires should be at my location on Friday March 20, 2015. I have also contacted an RV sales and service concerning mounting the tires to a motor home and was advised that the owner must drive the motor home 200 miles so that the weights inside the tire explode to balance the tire. According to [redacted] he had not done so. As for the delay in ordering and receiving the tires, we explained in our previous response that our tire buying team had been working on acquiring the tires needed from ATD. Unfortunately, the company had to program this in the system in order for Sears to place the order. Should the [redacted] need any further explanation or have any other concerns, we encourage them to contact us directly at [redacted]. With that said, we respectfully ask to have this matter closed since we have noted [redacted] comments and no further resolution was requested.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Thank you for the quick response. I did not cash the check Sears sent me. [redacted]
April 5, 2016
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted] We have completed the investigation of [redacted] rebuttal to the response we provided. We apologize that we did not go into detail in our prior response, but to clarify, the charge for the part was not an overcharge. It was the correct price and the same price that all of our customers pay nationwide for the same part if they have repairs done in their home from our onsite product repair business. We do not feel there is a reason to provide this part to [redacted] for less than every other customer of ours has to pay from this specific business that we operate. The parts we sell through Sears PartsDirect, are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricing. The parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use them. Additionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing it. For example, in the case of electronic controls boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part. When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that part. So if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refund. This retail price then reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some way. Some parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expenses. It is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves. In [redacted] case, she agreed to our estimate so she accepted the charges and as such, would not be entitled to receive a refund simply because she does not now like the price that we charged for the part. While we are regretful that she remains dissatisfied, since our position is fair considering again that this is the same price all of our other customers paid that had an “in home” repair for the same issue, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
November 23, 2015
[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted] complaint
regarding the cancelation of her online order of a child’s...
stroller for $11.95
and a child’s toy kitchen also for $11.95 from one of our online third-party Marketplace
vendors. 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, we found that shortly after her
order was placed, it was determined to be for merchandise that had a large
system wide error that caused all newly loaded prices to display for only
$11.95. Per our terms and conditions, we canceled the order and a refund was provided.
If [redacted] would like to view the most up-to-date full version of our
terms and conditions, she 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, since our cancelation of [redacted]
order was just in accordance with the posted terms and conditions that govern
our website, we are unable to honor her request to provide the merchandise for
the incorrect price. As this decision is commensurate to the circumstances, we
have closed our file.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]Team Manager, Regulatory Complaints[redacted]
February 29, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
*
[redacted]
We have completed the investigation of [redacted] complaint regarding purchasing parts for the repair of his lawn...
mower.
We have received [redacted] complaint and apologize that he did not use the parts that he ordered from our Parts Direct department. We have therefore processed a gift card in the amount of $30.00 which will be received in 3-5 business days to the address listed on this complaint. That being said, because we have processed a gift card, 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]
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 Ms. [redacted] complaint regarding her request to...
receive a price match adjustment. As clarification, our Price Match Policy states: “Price match is eligible only on the day you make your purchase.” However, the first contact we have on record from Ms. [redacted] requesting her price match was received two days after she placed her order. As such, she would not have qualified for the adjustment. Despite this fact, we provided her with a credit for $81.38 on January 10, 2016 as a courtesy. Since we were not obligated to honor Ms. [redacted] request according to our Price Match Policy, but we have provided an alternative as a gesture of good will, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed our investigation of [redacted] complaint regarding the service on his washer. After reviewing the service history and...
discussing the issue with [redacted] we authorized him for a replacement of the washer under the terms of his Service Smart Agreement (SSA). Ms. [redacted] has been provided with the necessary information to select a new washer, and she has my direct contact information in the event that she requires further assistance. At this time, since it was our understanding that this resolution met with the [redacted] approval, we have closed our file. We apologize to the [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]