July 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding multiple repairs for his dishwasher
and his subsequent request for a replacement The Master Protection Agreement Mr*** purchased for his dishwasher specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit. We have completed service orders for Mr*** dishwasher within the most recent continuousmonth period, but only of the service orders meet the aforementioned guidelinesTherefore, although his dishwasher did need service, it does not yet qualify for replacementWith that having been said, we can certainly understand his frustration with the events detailed in his letterOur records indicate that our technician repaired Mr*** dishwasher on June 21, 2016, and confirmed that it was operating to the manufacturer’s specifications afterward. As a good will gesture, we would like to purchase an additional months of Master Protection Agreement coverage for Mr*** dishwasher. It is our hope that this will assist us in restoring his faith in our products and services, and allow him to receive repair and/or replacement coverage beyond his current Master Protection Agreement expiration date of July 16, 2016. If Mr*** would like to accept this offer, we ask that he contact Regulatory Complaint Specialist *** *** ** *** within the next days to accept. We respectfully ask to have this matter closed in the interim, since we have provided services relative and appropriate to the terms of the Master Protection Agreement Mr*** purchased for his dishwasher. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
March 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with Sears
Home Services First we would like to apologize to Ms*** for failing her expectations when she recently scheduled service for her refrigeratorWhile we try to schedule service as soon as possible, repairs are scheduled on a first come, first served basis. We do not offer emergency service and unfortunately, the next available appointment was two weeks out. Understandably, this was very frustrating for Ms*** We do not take these matters lightly and appreciate Ms*** valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. With that said, Ms*** manufacturer’ warranty expired on December 9, 2015, so neither a covered repair or a replacement is an option. As Ms*** indicated in her complaint, she was unable to keep the February 13th appointment due to a family emergency, and our records show that she never scheduled another appointment. Since Ms*** refrigerator is out-of-warranty, she is not obligated to contact Sears for service; any service provider could be used. Furthermore, it is our hope that Ms*** has had the refrigerator repaired by another service provider, since she canceled her appointment three weeks ago. If not, she is welcome to call and schedule another appointment with Sears Home Services; however, she will be financially responsible for the cost of parts and labor. In the interim, since we have documented Ms*** concerns with our appointment availability and we have explained why we are unable to grant her request for a free repair or a replacement, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Sameer V***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
November 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Mrs*** We have completed our investigation of Ms*** complaint regarding her water heater
We have spoken with Ms*** in regard to this issueWhen we spoke, we offered to send Ms*** a check for the $she paid her plumber to examine the unit as a courtesy and she acceptedThat check was processed on November 21, and it should be received within 10-business days from that dateIn closing, we want to assure Ms*** that her concerns regarding service have been noted and we will endeavor to prevent further such occurrencesIn the meantime, we respectfully ask that this matter be considered resolved We apologize to Ms*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Becky ***
Dear Ms***:
We have completed the investigation of Ms***'s rebuttal to our response regarding her dissatisfaction that the tractor failed sooner than she expected and the quality of the parts provided by the manufacturer to complete the repair
Elias ***, District Manager for Store 3547, provided the following response:
I personally took care of this customer last year when she came into our Covington, TN store with a service problem on a tractor she never purchased from our HTS storeI instructed the local store to take care of the customer on a tractor, she had valid issues with her Sears warranty service experiences
The store and I stepped in a replaced her unit and upgraded her to a 71/plus a $gift card back in I gave this customer my personal cell phone number and asked her to use the local store and I as her advocate if any future service or product issues were to arise with her newly replaced tractor
I personally spoke with this customer last night (October 5, 2015) at exactly 6:p.mand gave her resolutionI have confirmed she has already received her large dollar refund from Dallas Accounting center and the local store will not be picking up the tractor
If Ms*** has any additional questions or concerns regarding her tractor, she can contact District Manager Elias *** at (319) 212-With that being said, since we have provided Ms*** with her desired resolution, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Claims Specialist
Sears Holdings Corporation
***
***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Patrice ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Jennifer K***
Contact Name and Title: MELISSA ***
September 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Leslii *** - # 9456***
Dear Ms***:
We have completed our investigation Ms***' complaint regarding her dissatisfaction
with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe appreciate the opportunity to address the customer service issues outlined within Ms***' complaint, so that future problems can be avertedOur records show that the technician returned to Ms***' home on August 28, 2015, and installed a new motor; completing the repairWhile the service contract that Ms*** carries on her washer does not provide for laundry reimbursement, our office has submitted a check request for $50.00, as a one-time customer courtesyThe request was processed on September 16, 2015, so Ms*** should receive a check within the next two weeksAgain, we sincerely regret any inconvenience Ms*** may have experienced due to the delay in repairing her washerWith that said, since we have completed the repair to Ms***' washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have not completed our investigation of Mr*** complaint regarding his Vacuum Cleaner We found separate
listing for Mr*** under the address he provided but the only vacuum cleaner purchase under this contact information is a Hoover Upright purchased in We will need Mr*** to provide more details of the purchaseWe have not been able to speak to Mr*** and will be happy to assist if he can provide either a copy of the purchase receipt or if he purchased the vacuum cleaner on a credit card we can run a search for the receipt with the credit card informationIf Mr*** is still in need of assistance he need only contact me either via email at *** or phone at ***At this point we will consider this case closed pending Mr*** response We apologize to Mr*** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
April 18,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the microwave failed too soon and
her concern with the safety of the product due to the electrical issue
We apologize that Ms*** microwave failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand Ms*** concern that the product may have a safety issue, especially since it was making electrical popping noises when it failedWe researched and there are no service flashes issued by the manufacturer regarding electrical issues with her model microwaveThe microwave that Ms*** purchased has a one-year manufacturer’s limited warranty that covers parts and labor; or replaced if it is non-repairableSince the microwave failed within the warranty period, we scheduled service to have the microwave assessedOn March 27, our technician assessed the microwave and found that the magnetron and the transformer were burnt; which would explain the popping noisesOur technician ordered the necessary parts and returned on April 14, to install the parts to complete the repairAfter the parts were installed, our technician tested the microwave and reported that it was operationalWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: While my latest response was March 6, 2017, my complaints and request for a new unit were during the one year covered warrantyI attempted to have the unit replaced or repaired to the point it would no longer cause damage but Sears repair technicians were useless in that aspectI submitted all the documentation to *** who has since replaced the unit due to Sears being unable to repair itSeven (7) service calls were completed during the one year warranty and were unable to fix the problem which is unacceptable
Sincerely,
*** ***
April 14,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the *** treadmill failed
too soon and the problems she encountered when she requested warranty service
Upon receipt of Ms*** complaint we reached out to *** *** Manager for *** Fitness, to assist with Ms*** concernsMs*** investigated and found that Ms*** contacted *** Fitness the day after the treadmill was deliveredSince it was recently delivered, *** Fitness referred Ms*** back to Sears for the belt issueAs clarification, our installers should have made certain that the belt was aligned before leaving Ms*** homeAccording to their records, Ms*** did not contact *** Fitness again until March 22, to have the belt adjustedMs*** was sent a video link on how to adjust the belt herself; it is a simple process that only takes an allen wrench and a quick turn to resolve the issue*** Fitness does not typically send a technician to a consumer’s home for a basic belt adjustmentRegrettably, due to her medical condition, Ms*** is unable to make the adjustment
As a courtesy, Ms*** agreed to send a technician to perform a maintenance check on Ms*** treadmill; this would include a belt adjustmentWe contacted Ms*** and she confirmed that she was contacted by *** Fitness in regards to the service appointment and she was satisfied with the resolution offeredIn the interim, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
June 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a purchase he made
previously As Mr*** was informed, any damaged must be reported within hours of deliveryFurthermore, our return policy is in effect for days from the date of purchaseThis is clearly noted on our siteHowever, we have contacted the manufacturer of the item in question and they have agreed to work with Mr*** to resolve his issueHe should be contacted shortlyIn light of the aforementioned, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ***
*tRegulatory Complaint Specialist Sears Holdings Corporation *** *** ***
September 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Susan G*** - # *** Dear *** *** We have completed our investigation of MsG*** rebuttal to our previous response Unfortunately, the local office has been unable to schedule an appointment to install the logic board. The tenants will not confirm a date for the installation and MsG*** will not call the local office back until an appointment has been scheduled. MsG*** and the tenants have the local office’s telephone number, so if they wish to have the board installed, they will need to call to set a date. In the interim, since we have made a concerted effort to assist MsG***, we have closed our file Sincerely, Melissa L*** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a washer purchased from SearsWithin his complaint Mr** alleges that his
washer is damagedIt is important to remind Mr** that he had hours to report any damage to SearsOur records indicate that the washer noted in the complaint was purchased from Sears in July 2014, and Sears has not serviced the washerAs a one-time gesture of good customer service we are willing to offer Mr** a washer at 50% off the retail priceIf Mr** would like to accept this offer he can contact *** *** Sears Outlet Store District Service Manager at *** or via email at ***Since we have noted our offer to Mr*** we ask that this complaint be closedWe apologize to Mr** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her delivery experience and receipt of a damaged washer It is unfortunate that we failed Ms*** expectations when she recently purchased a washer and delivery service from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms* *** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, Gil ***, Delivery Specialist, spoke with Ms* *** in reference to her concerns on December 5, 2016. At that time, Mr*** offered Ms* *** a $gift card as an apology for her experience and the cosmetic damage to her washer. Our records indicate that Ms* *** accepted this offer and indicated that it met with her approval. Please allow approximately days for an emailed gift cards and up to business days for mailed gift card to arrive. At this time, we can only reiterate that we truly regret any inconvenience Ms* *** may have experienced We hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist ***
*** *** ***
July 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding multiple repairs for his dishwasher
and his subsequent request for a replacement The Master Protection Agreement Mr*** purchased for his dishwasher specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit. We have completed service orders for Mr*** dishwasher within the most recent continuousmonth period, but only of the service orders meet the aforementioned guidelinesTherefore, although his dishwasher did need service, it does not yet qualify for replacementWith that having been said, we can certainly understand his frustration with the events detailed in his letterOur records indicate that our technician repaired Mr*** dishwasher on June 21, 2016, and confirmed that it was operating to the manufacturer’s specifications afterward. As a good will gesture, we would like to purchase an additional months of Master Protection Agreement coverage for Mr*** dishwasher. It is our hope that this will assist us in restoring his faith in our products and services, and allow him to receive repair and/or replacement coverage beyond his current Master Protection Agreement expiration date of July 16, 2016. If Mr*** would like to accept this offer, we ask that he contact Regulatory Complaint Specialist *** *** ** *** within the next days to accept. We respectfully ask to have this matter closed in the interim, since we have provided services relative and appropriate to the terms of the Master Protection Agreement Mr*** purchased for his dishwasher. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
March 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with Sears
Home Services First we would like to apologize to Ms*** for failing her expectations when she recently scheduled service for her refrigeratorWhile we try to schedule service as soon as possible, repairs are scheduled on a first come, first served basis. We do not offer emergency service and unfortunately, the next available appointment was two weeks out. Understandably, this was very frustrating for Ms*** We do not take these matters lightly and appreciate Ms*** valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. With that said, Ms*** manufacturer’ warranty expired on December 9, 2015, so neither a covered repair or a replacement is an option. As Ms*** indicated in her complaint, she was unable to keep the February 13th appointment due to a family emergency, and our records show that she never scheduled another appointment. Since Ms*** refrigerator is out-of-warranty, she is not obligated to contact Sears for service; any service provider could be used. Furthermore, it is our hope that Ms*** has had the refrigerator repaired by another service provider, since she canceled her appointment three weeks ago. If not, she is welcome to call and schedule another appointment with Sears Home Services; however, she will be financially responsible for the cost of parts and labor. In the interim, since we have documented Ms*** concerns with our appointment availability and we have explained why we are unable to grant her request for a free repair or a replacement, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Sameer V***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
November 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Mrs*** We have completed our investigation of Ms*** complaint regarding her water heater
We have spoken with Ms*** in regard to this issueWhen we spoke, we offered to send Ms*** a check for the $she paid her plumber to examine the unit as a courtesy and she acceptedThat check was processed on November 21, and it should be received within 10-business days from that dateIn closing, we want to assure Ms*** that her concerns regarding service have been noted and we will endeavor to prevent further such occurrencesIn the meantime, we respectfully ask that this matter be considered resolved We apologize to Ms*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because: I have lost to much time, food and wks of waiting on repairs as well as money
Sincerely,
*** ***
October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Becky ***
Dear Ms***:
We have completed the investigation of Ms***'s rebuttal to our response regarding her dissatisfaction that the tractor failed sooner than she expected and the quality of the parts provided by the manufacturer to complete the repair
Elias ***, District Manager for Store 3547, provided the following response:
I personally took care of this customer last year when she came into our Covington, TN store with a service problem on a tractor she never purchased from our HTS storeI instructed the local store to take care of the customer on a tractor, she had valid issues with her Sears warranty service experiences
The store and I stepped in a replaced her unit and upgraded her to a 71/plus a $gift card back in I gave this customer my personal cell phone number and asked her to use the local store and I as her advocate if any future service or product issues were to arise with her newly replaced tractor
I personally spoke with this customer last night (October 5, 2015) at exactly 6:p.mand gave her resolutionI have confirmed she has already received her large dollar refund from Dallas Accounting center and the local store will not be picking up the tractor
If Ms*** has any additional questions or concerns regarding her tractor, she can contact District Manager Elias *** at (319) 212-With that being said, since we have provided Ms*** with her desired resolution, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Claims Specialist
Sears Holdings Corporation
***
***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Patrice ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Jennifer K***
Contact Name and Title: MELISSA ***
September 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Leslii *** - # 9456***
Dear Ms***:
We have completed our investigation Ms***' complaint regarding her dissatisfaction
with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe appreciate the opportunity to address the customer service issues outlined within Ms***' complaint, so that future problems can be avertedOur records show that the technician returned to Ms***' home on August 28, 2015, and installed a new motor; completing the repairWhile the service contract that Ms*** carries on her washer does not provide for laundry reimbursement, our office has submitted a check request for $50.00, as a one-time customer courtesyThe request was processed on September 16, 2015, so Ms*** should receive a check within the next two weeksAgain, we sincerely regret any inconvenience Ms*** may have experienced due to the delay in repairing her washerWith that said, since we have completed the repair to Ms***' washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have not completed our investigation of Mr*** complaint regarding his Vacuum Cleaner We found separate
listing for Mr*** under the address he provided but the only vacuum cleaner purchase under this contact information is a Hoover Upright purchased in We will need Mr*** to provide more details of the purchaseWe have not been able to speak to Mr*** and will be happy to assist if he can provide either a copy of the purchase receipt or if he purchased the vacuum cleaner on a credit card we can run a search for the receipt with the credit card informationIf Mr*** is still in need of assistance he need only contact me either via email at *** or phone at ***At this point we will consider this case closed pending Mr*** response We apologize to Mr*** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
April 18,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the microwave failed too soon and
her concern with the safety of the product due to the electrical issue
We apologize that Ms*** microwave failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand Ms*** concern that the product may have a safety issue, especially since it was making electrical popping noises when it failedWe researched and there are no service flashes issued by the manufacturer regarding electrical issues with her model microwaveThe microwave that Ms*** purchased has a one-year manufacturer’s limited warranty that covers parts and labor; or replaced if it is non-repairableSince the microwave failed within the warranty period, we scheduled service to have the microwave assessedOn March 27, our technician assessed the microwave and found that the magnetron and the transformer were burnt; which would explain the popping noisesOur technician ordered the necessary parts and returned on April 14, to install the parts to complete the repairAfter the parts were installed, our technician tested the microwave and reported that it was operationalWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: While my latest response was March 6, 2017, my complaints and request for a new unit were during the one year covered warrantyI attempted to have the unit replaced or repaired to the point it would no longer cause damage but Sears repair technicians were useless in that aspectI submitted all the documentation to *** who has since replaced the unit due to Sears being unable to repair itSeven (7) service calls were completed during the one year warranty and were unable to fix the problem which is unacceptable
Sincerely,
*** ***
April 14,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the *** treadmill failed
too soon and the problems she encountered when she requested warranty service
Upon receipt of Ms*** complaint we reached out to *** *** Manager for *** Fitness, to assist with Ms*** concernsMs*** investigated and found that Ms*** contacted *** Fitness the day after the treadmill was deliveredSince it was recently delivered, *** Fitness referred Ms*** back to Sears for the belt issueAs clarification, our installers should have made certain that the belt was aligned before leaving Ms*** homeAccording to their records, Ms*** did not contact *** Fitness again until March 22, to have the belt adjustedMs*** was sent a video link on how to adjust the belt herself; it is a simple process that only takes an allen wrench and a quick turn to resolve the issue*** Fitness does not typically send a technician to a consumer’s home for a basic belt adjustmentRegrettably, due to her medical condition, Ms*** is unable to make the adjustment
As a courtesy, Ms*** agreed to send a technician to perform a maintenance check on Ms*** treadmill; this would include a belt adjustmentWe contacted Ms*** and she confirmed that she was contacted by *** Fitness in regards to the service appointment and she was satisfied with the resolution offeredIn the interim, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
June 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a purchase he made
previously As Mr*** was informed, any damaged must be reported within hours of deliveryFurthermore, our return policy is in effect for days from the date of purchaseThis is clearly noted on our siteHowever, we have contacted the manufacturer of the item in question and they have agreed to work with Mr*** to resolve his issueHe should be contacted shortlyIn light of the aforementioned, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ***
*tRegulatory Complaint Specialist Sears Holdings Corporation *** *** ***
September 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Susan G*** - # *** Dear *** *** We have completed our investigation of MsG*** rebuttal to our previous response Unfortunately, the local office has been unable to schedule an appointment to install the logic board. The tenants will not confirm a date for the installation and MsG*** will not call the local office back until an appointment has been scheduled. MsG*** and the tenants have the local office’s telephone number, so if they wish to have the board installed, they will need to call to set a date. In the interim, since we have made a concerted effort to assist MsG***, we have closed our file Sincerely, Melissa L*** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a washer purchased from SearsWithin his complaint Mr** alleges that his
washer is damagedIt is important to remind Mr** that he had hours to report any damage to SearsOur records indicate that the washer noted in the complaint was purchased from Sears in July 2014, and Sears has not serviced the washerAs a one-time gesture of good customer service we are willing to offer Mr** a washer at 50% off the retail priceIf Mr** would like to accept this offer he can contact *** *** Sears Outlet Store District Service Manager at *** or via email at ***Since we have noted our offer to Mr*** we ask that this complaint be closedWe apologize to Mr** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her delivery experience and receipt of a damaged washer It is unfortunate that we failed Ms*** expectations when she recently purchased a washer and delivery service from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms* *** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, Gil ***, Delivery Specialist, spoke with Ms* *** in reference to her concerns on December 5, 2016. At that time, Mr*** offered Ms* *** a $gift card as an apology for her experience and the cosmetic damage to her washer. Our records indicate that Ms* *** accepted this offer and indicated that it met with her approval. Please allow approximately days for an emailed gift cards and up to business days for mailed gift card to arrive. At this time, we can only reiterate that we truly regret any inconvenience Ms* *** may have experienced We hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist ***
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