May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** Dear *** *** We have completed the investigation
of Mr*** complaint regarding some chairs he purchased recently District Manager *** *** provided the following response: I have spoken with Mr*** in regard to this issueUnfortunately, it seems that the chairs Mr*** has were assembled incorrectly when they were being put together on the assembly line at the factoryA set of chairs was sent via overnight freight to Mr***We sincerely apologize for any inconvenience Mr*** may have experienced as a result of this issue and we want to assure him that we are taking steps to prevent any further such occurrencesShould Mr*** have any further concerns, he may ask for *** ***, the Store Manager, anytime he is in the store or he may be reached during business hours at *** *** In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am rejecting this response because: The original request for service was because the air conditioner was not working, not for a 'yearly inspection, nor was the second request for 'yearly service'; those two and the third request was again because of air conditioner not working. The technician had the part on his truck. My complaint is that it should not take Sears two weeks to repair an air conditioner for Arizona summers and not even allow the customer to hire a local contractor to fix the unit. Sears does not answer the issue...Why force a customer to 'Live with it" for two weeks with needless 'repairs' / 'yearly inspections'?
Sincerely,
Bill R***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding service for her dryer We would first like to point out
that *** *** *** *** (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms*** contract With that being said CCHS informed Sears that the repairs on the dryer were completed by a third party service technician; a gas valve and control board were replacedSince it is our that Ms*** dryer was repaired and we have noted her candid feedback we have closed this case We apologize to MsSadler 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 *** *** ***
August 18,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 945*** - Martin ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding the lawn tractor that he purchased on May
We
apologize that Mr***'s lawn tractor failed to meet his expectations of longevityThe 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 how frustrating this can be to a consumer
After reviewing Mr***'s complaint and our records, we contacted our service department and were informed that a service appointment was completed on August to complete the repair that Mr***'s lawn tractor neededWe contacted Mr*** on August and confirmed that he is satisfied with the outcome and appreciated the attention and care given to his situation, along with the constant communicationAt this time, we have closed our files
We and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-***
i***@searsch.com
May 31, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have
completed the investigation of Mr*** complaint regarding his service contract It was our understanding that Mr*** had spoken with our Service Contracts Department and they had presented a resolution that he found to be satisfactoryAs such, we have closed our file 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
August 10, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Bridget M*** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her washer First, we would
like to apologize to Ms*** for failing her expectations in regard to her washer. Upon researching Ms***’s concerns, we found that she purchased the washer on September 3, 2012, and accepted delivery of the unit on November 16, 2012. Since 2012, Ms*** has had one service call completed; on July 12, 2014, a Sears technician leveled the washer and tightened the agitator. Additionally, the Master Protection Agreement (MPA) that Ms*** purchased for the washer on July 14, 2014, expired last month With that said, even though Ms***’s washer has a limited service history, as a one-time courtesy, we have reinstated the MPA coverage until January 15, 2017. Ms*** can call our service number, (800) 469-4663, to schedule a repair under her extended coverage. Additionally, if Ms*** has any questions about her MPA, she is welcome to call our Protection Agreement office at (800) 827-6655. In the interim, since a fair resolution has been provided for Ms***, we ask that this matter be 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
I'm just waiting for the check to come in the mailAs long as it does come I'll consider this case closed (it seems to be taking a while to get it though)All that I wanted from this whole complaint was for them to keep their promise the rep made over the phone as far as making sure that replacing the tire gauge would be covered by the warrantyI'm just glad this was resolved quickly
Sincerely,
Jacob ***
Complaint: ***
I am rejecting this response because:multiple facts that they supplied were inaccurate. First off, they state that "The technician assessed the vehicle and found the low voltage in battery." An assessment on the battery was never completed at SearsWe had the battery tested at an *** *** previous to taking our vehicle in, and the battery was found to be fineIf you ask Sears for documentation that they tested the battery and found it to be bad, they will not be able to provide it. Next, they state that they tested the alternator and found it to be badAgain, they will have no documentation to prove this, as I have asked for it after their technicians told me they were unsure if that was ever the issue after I had to return the vehicle for the 3rd timeThey then go on to state that "We would like to note that the misfiring issue is not related to the charging system." This note here is the entire premise of my claimThey ensured us that fixing the alternator would fix our issue with the car startingThey did not let us know this was an unrelated issue that needed to be addressed and therefore did not give us the option to decide if it was something we wanted to address at the timeWe had taken the car in for the starting issue, and were told the work completed was to fix that issue. A further dispute is that they say 'She was advised that even after the tuwas completed there was no guarantee that it would fix the starting problemHer husband mentioned that the vehicle had not had a tuperformed in a very long time." First off we directly asked if the tuwould fix the starting issue and again were ensured that it wouldWe only had one goal, to fix the starting issueNot to find other work unrelated to that issue that MAY have needed to be completedMy husband also never stated that it had been a long time since a tune-up, not even possible since we have only owned the vehicle for a year and a halfIt was certified pre-owned and had we not been told and reassured that the tuwould fix the starting issue we would have checked to see with the dealer whether a tuwas needed an OPTIONAL serviceHowever, we were reassured that was the needed work to fix our starting problem, hence why we approved the work. I further want to clarify that when they state that "after installing the battery, the vehicle would start but only after several attempts." No change had occured in the starting issue at any timeThe vehicle continued to have the exact same issue, even after all the work SEARs suggested and ensured us would fix the problem was complete. Finally, they state "he technician continued to research her issue and discovered a service bulletin from the manufacturer related to electrical issuesTherefore, Mr*** recommended that Ms***er take the vehicle to the dealer to fix the electrical issue." I would like it noted that only AFTER they had completed the other work with no improvement, and left me without a vehicle for almost weeks, did they start to research what the problem could be( I was in the building with him while he looked it up) This research should have been completed prior to the work they suggested and we could have avoided all the unnecessary work. Once we took the car to another place, they issue was quickly identified and resolvedThe mechanics there let us know that none of the work completed by SEARs was correct for the issue we were havingMy point is, that regardless as to whether we needed an alternator and tune-up, which they cannot prove and we were told by the SEARs technicians that they were not sure if it was really needed, it was never the related to the issue we were havingThe work they promised would fix the starting issue did not, and we were left paying for another diagnostics test and the correct work elsewhere Also, we were told by the technicians over and over ( as the manager was on leave) that they were so sorry for all the errorsWhen the manager returned he said " they had made the best guesses as to the issue" Guesses! With my money! We were told that refunds such as this would be processed through corporate and then no one at any level of management even cared to call us back as we continued to escalate our claim through corporate offices over a period of multiple weeks. SEARS technicians admitted fault in person, and need to take responsibility nowTo pay for work with SEARS to fix a starting issue, only to be told by them after putting out a large sum of money that I had to take it somewhere else and put out additional funds for the same issue is unacceptable.
*** ***
March 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *
** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order experience
and request for a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MsStern placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** *** case, the order was fulfilled by *** *** located at *** *** *** *** *** ** *** with an email address of *** and telephone number (*** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** *** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order we found that a refund of $and $was processed on March 23, Both amounts were credited back to *** *** *** account ending in *** This credit will normally post to her account within to business daysIn closure, since we have confirmed that a full refund has been provided, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am rejecting this response because:I placed the item on layaway at the register in womens clothing and there was no such sign posted anywhere about layaway The receipt specifically said that I had until July 27th Yes I missed payment, but I still had until the end of July to take it off layawayI got no call or notices I did give the store manager my layaway receipt once I was told the layaway had been canceledI was told that the refund check will be coming to me to the address on record, which I found out later was a very old address and an old telephone numberI was then told by Chris in customer service that He found everything, and is waiting on accounting to mail the refund to the store in Altamonte Springs or directly to me I gave to him my new address and cell phone number He never called me back, plus my calls started going directly to voice mail.
Sincerely,
Shirley *** They totally have lost me as a customer!
March 24,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and
request for a refund of the washer We would first like to apologize for any inconvenience Ms*** may have experienced with this matterWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online issued a full refund of $on March 23, 2017, and $in Shop Your Way Reward pointsFor Ms*** records the refund receipt number is *** The credit should post to Ms*** account within to business daysAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of MsB*** complaint regarding
Sears Home Services First, we would like to apologize to MsB*** for any inconvenience we may have caused. We value MsB*** patronage and we can understand how the series of events noted within her complaint may have exacerbated her frustrations In response to MsB*** valuable feedback, we immediately contacted the local service unit to arrange for the removal of the parts from her home. Territory Supervisor Delores H*** responded that the parts were picked up from MsB*** home on September 1, 2017. With that said, since we have documented MsB*** concerns with the repair process and we provided her with her requested resolution, we ask that this matter be closed Again, we apologize to MsB*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
April 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the installation of her
dishwasherAs for the gift card, we have issued $worth of points to Ms*** Shop Your Way Rewards account number ***and she has one year within which to use themAs such, we have closed our file Again, we apologize to Ms*** and 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 ***
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his grill
We have shipped the necessary parts to Mr*** residence free of charge as he requestedWe want to apologize to Mr*** and assure him that we now have a process in place that should prevent any further such occurrencesIn light of the aforementioned information, we have closed our file 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 6,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * ** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with our customer
service and the delay of a refrigerator she ordered from sears.com It is unfortunate that we failed Mrs*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. We would first like to assure Mrs*** that Sears does strive to provide up to date and accurate information for all orders. However, complex and instantaneous reporting is required of all involved parties, such as product manufacturers, in order to achieve such results. It should also be considered that complete accuracy, or “real time” information, may not be entirely possible during special sale times that offer limited quantities or extreme discounts, such as Black Friday or Door Buster sales, since it is possible for a great number of transactions to be completed within the same period. It may also be important to note that some items may appear immediately available for delivery in some regions, but can be delayed in others. In this case, the item will continue to be advertised. Unfortunately, we do not have the capacity to ship individual units to specific areas of the country, and for this reason we were unable to fulfill Mrs*** order any earlier than the delivery date of January 14, 2017, which she has already been given. As further clarification, we would like to note our disclaimer, which specifically addresses inventory errors: Sears attempts to ensure that the Content on this Website is complete and currentAs indicated in the DISCLAIMERS set forth below, Sears does not guarantee that the information contained on this Website will not contain errors, inaccuracies or omissionsSuch errors, inaccuracies or omissions may relate to price or to product description or availabilitySears reserves the right to correct any error, inaccuracy or omission or to change or update the Content without prior notice to youFurther, Sears reserves the right to refuse or cancel any orders containing any error, inaccuracy or omission, whether or not the order has been submitted, confirmed and/or your credit card has been chargedIf your credit card has been charged for the purchase and your order is canceled, Sears shall promptly issue a credit to your credit card As illustrated above, we cannot guarantee that our website will be free of errors or inaccuracies at all times, and we reserve the right to cancel any orders. After a review of all of the transactions for the refrigerator Mrs*** purchased, the manufacturer determined that they could provide the agreed upon quantities on a delayed schedule. Our delivery team has documented Mrs*** concerns and plans to follow up with her after her refrigerator is delivered on the aforementioned date. Of course, she does have the right to cancel her order at any time. At this time, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced due to this issue. Since we have noted Mrs*** comments, we respectfully ask to have this matter closed pending the completion of her delivery appointment 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 *** *** *** ***
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order and
request for a refund It is unfortunate that we failed Ms*** expectations as we value her patronage After reviewing the notes in the order, we found that it had been cancelledAccordingly, a refund was processed on May 2, Additionally, we hope that in the future MsN*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 8, 2015/05/20) */
May 20,
***
***
***
***
***
***
We have completed our investigation of *** complaint regarding the belt
breaking after only hours of use
On receipt of *** complaint we reached out to the service unit***, the area Technical Manager contacted *** and arranged to service the tractor and replace the belt at no cost to ***This service was completed on May 19, If *** is still in need of assistance he can contact*** directly at ***In the mean time since we have repaired *** tractor we have closed our case
We apologize to *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
***
***
***
Initial Consumer Rebuttal /* (2000, 10, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The mower belt was replaced under warrantyThe technician who replaced the belt mentioned that was most likely installed improperly at the factory which led to it snapping
July 14, Revdex.com Attn: *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** *** Via: Revdex.com Website Via: 1st class US Postage Dear Ms***
This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Ms*** I have confirmed that the HVAC project has since been cancelled and the financing has been voided as well At this time, we respectfully request that you close your file On behalf of SHIP, please know that we value Ms*** as a customer and appreciate her patronage If you have any questions or concerns, please contact me directly at *** or via email at *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** ***
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,
*** ***
Complaint: ***
I am rejecting this response because: Sears failed to recognize the cause and effect of the womens panties purchased as mentioned in the complaintThe decision made by Sears is very unjust and should make a one time exception for a refund
Sincerely,
*** ***
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** Dear *** *** We have completed the investigation
of Mr*** complaint regarding some chairs he purchased recently District Manager *** *** provided the following response: I have spoken with Mr*** in regard to this issueUnfortunately, it seems that the chairs Mr*** has were assembled incorrectly when they were being put together on the assembly line at the factoryA set of chairs was sent via overnight freight to Mr***We sincerely apologize for any inconvenience Mr*** may have experienced as a result of this issue and we want to assure him that we are taking steps to prevent any further such occurrencesShould Mr*** have any further concerns, he may ask for *** ***, the Store Manager, anytime he is in the store or he may be reached during business hours at *** *** In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am rejecting this response because: The original request for service was because the air conditioner was not working, not for a 'yearly inspection, nor was the second request for 'yearly service'; those two and the third request was again because of air conditioner not working. The technician had the part on his truck. My complaint is that it should not take Sears two weeks to repair an air conditioner for Arizona summers and not even allow the customer to hire a local contractor to fix the unit. Sears does not answer the issue...Why force a customer to 'Live with it" for two weeks with needless 'repairs' / 'yearly inspections'?
Sincerely,
Bill R***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding service for her dryer We would first like to point out
that *** *** *** *** (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms*** contract With that being said CCHS informed Sears that the repairs on the dryer were completed by a third party service technician; a gas valve and control board were replacedSince it is our that Ms*** dryer was repaired and we have noted her candid feedback we have closed this case We apologize to MsSadler 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 *** *** ***
August 18,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 945*** - Martin ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding the lawn tractor that he purchased on May
We
apologize that Mr***'s lawn tractor failed to meet his expectations of longevityThe 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 how frustrating this can be to a consumer
After reviewing Mr***'s complaint and our records, we contacted our service department and were informed that a service appointment was completed on August to complete the repair that Mr***'s lawn tractor neededWe contacted Mr*** on August and confirmed that he is satisfied with the outcome and appreciated the attention and care given to his situation, along with the constant communicationAt this time, we have closed our files
We and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-***
i***@searsch.com
May 31, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have
completed the investigation of Mr*** complaint regarding his service contract It was our understanding that Mr*** had spoken with our Service Contracts Department and they had presented a resolution that he found to be satisfactoryAs such, we have closed our file 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
August 10, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Bridget M*** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her washer First, we would
like to apologize to Ms*** for failing her expectations in regard to her washer. Upon researching Ms***’s concerns, we found that she purchased the washer on September 3, 2012, and accepted delivery of the unit on November 16, 2012. Since 2012, Ms*** has had one service call completed; on July 12, 2014, a Sears technician leveled the washer and tightened the agitator. Additionally, the Master Protection Agreement (MPA) that Ms*** purchased for the washer on July 14, 2014, expired last month With that said, even though Ms***’s washer has a limited service history, as a one-time courtesy, we have reinstated the MPA coverage until January 15, 2017. Ms*** can call our service number, (800) 469-4663, to schedule a repair under her extended coverage. Additionally, if Ms*** has any questions about her MPA, she is welcome to call our Protection Agreement office at (800) 827-6655. In the interim, since a fair resolution has been provided for Ms***, we ask that this matter be 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
I'm just waiting for the check to come in the mailAs long as it does come I'll consider this case closed (it seems to be taking a while to get it though)All that I wanted from this whole complaint was for them to keep their promise the rep made over the phone as far as making sure that replacing the tire gauge would be covered by the warrantyI'm just glad this was resolved quickly
Sincerely,
Jacob ***
Complaint: ***
I am rejecting this response because:multiple facts that they supplied were inaccurate. First off, they state that "The technician assessed the vehicle and found the low voltage in battery." An assessment on the battery was never completed at SearsWe had the battery tested at an *** *** previous to taking our vehicle in, and the battery was found to be fineIf you ask Sears for documentation that they tested the battery and found it to be bad, they will not be able to provide it. Next, they state that they tested the alternator and found it to be badAgain, they will have no documentation to prove this, as I have asked for it after their technicians told me they were unsure if that was ever the issue after I had to return the vehicle for the 3rd timeThey then go on to state that "We would like to note that the misfiring issue is not related to the charging system." This note here is the entire premise of my claimThey ensured us that fixing the alternator would fix our issue with the car startingThey did not let us know this was an unrelated issue that needed to be addressed and therefore did not give us the option to decide if it was something we wanted to address at the timeWe had taken the car in for the starting issue, and were told the work completed was to fix that issue. A further dispute is that they say 'She was advised that even after the tuwas completed there was no guarantee that it would fix the starting problemHer husband mentioned that the vehicle had not had a tuperformed in a very long time." First off we directly asked if the tuwould fix the starting issue and again were ensured that it wouldWe only had one goal, to fix the starting issueNot to find other work unrelated to that issue that MAY have needed to be completedMy husband also never stated that it had been a long time since a tune-up, not even possible since we have only owned the vehicle for a year and a halfIt was certified pre-owned and had we not been told and reassured that the tuwould fix the starting issue we would have checked to see with the dealer whether a tuwas needed an OPTIONAL serviceHowever, we were reassured that was the needed work to fix our starting problem, hence why we approved the work. I further want to clarify that when they state that "after installing the battery, the vehicle would start but only after several attempts." No change had occured in the starting issue at any timeThe vehicle continued to have the exact same issue, even after all the work SEARs suggested and ensured us would fix the problem was complete. Finally, they state "he technician continued to research her issue and discovered a service bulletin from the manufacturer related to electrical issuesTherefore, Mr*** recommended that Ms***er take the vehicle to the dealer to fix the electrical issue." I would like it noted that only AFTER they had completed the other work with no improvement, and left me without a vehicle for almost weeks, did they start to research what the problem could be( I was in the building with him while he looked it up) This research should have been completed prior to the work they suggested and we could have avoided all the unnecessary work. Once we took the car to another place, they issue was quickly identified and resolvedThe mechanics there let us know that none of the work completed by SEARs was correct for the issue we were havingMy point is, that regardless as to whether we needed an alternator and tune-up, which they cannot prove and we were told by the SEARs technicians that they were not sure if it was really needed, it was never the related to the issue we were havingThe work they promised would fix the starting issue did not, and we were left paying for another diagnostics test and the correct work elsewhere Also, we were told by the technicians over and over ( as the manager was on leave) that they were so sorry for all the errorsWhen the manager returned he said " they had made the best guesses as to the issue" Guesses! With my money! We were told that refunds such as this would be processed through corporate and then no one at any level of management even cared to call us back as we continued to escalate our claim through corporate offices over a period of multiple weeks. SEARS technicians admitted fault in person, and need to take responsibility nowTo pay for work with SEARS to fix a starting issue, only to be told by them after putting out a large sum of money that I had to take it somewhere else and put out additional funds for the same issue is unacceptable.
*** ***
March 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *
** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order experience
and request for a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MsStern placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** *** case, the order was fulfilled by *** *** located at *** *** *** *** *** ** *** with an email address of *** and telephone number (*** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** *** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order we found that a refund of $and $was processed on March 23, Both amounts were credited back to *** *** *** account ending in *** This credit will normally post to her account within to business daysIn closure, since we have confirmed that a full refund has been provided, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am rejecting this response because:I placed the item on layaway at the register in womens clothing and there was no such sign posted anywhere about layaway The receipt specifically said that I had until July 27th Yes I missed payment, but I still had until the end of July to take it off layawayI got no call or notices I did give the store manager my layaway receipt once I was told the layaway had been canceledI was told that the refund check will be coming to me to the address on record, which I found out later was a very old address and an old telephone numberI was then told by Chris in customer service that He found everything, and is waiting on accounting to mail the refund to the store in Altamonte Springs or directly to me I gave to him my new address and cell phone number He never called me back, plus my calls started going directly to voice mail.
Sincerely,
Shirley *** They totally have lost me as a customer!
March 24,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and
request for a refund of the washer We would first like to apologize for any inconvenience Ms*** may have experienced with this matterWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online issued a full refund of $on March 23, 2017, and $in Shop Your Way Reward pointsFor Ms*** records the refund receipt number is *** The credit should post to Ms*** account within to business daysAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of MsB*** complaint regarding
Sears Home Services First, we would like to apologize to MsB*** for any inconvenience we may have caused. We value MsB*** patronage and we can understand how the series of events noted within her complaint may have exacerbated her frustrations In response to MsB*** valuable feedback, we immediately contacted the local service unit to arrange for the removal of the parts from her home. Territory Supervisor Delores H*** responded that the parts were picked up from MsB*** home on September 1, 2017. With that said, since we have documented MsB*** concerns with the repair process and we provided her with her requested resolution, we ask that this matter be closed Again, we apologize to MsB*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
April 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the installation of her
dishwasherAs for the gift card, we have issued $worth of points to Ms*** Shop Your Way Rewards account number ***and she has one year within which to use themAs such, we have closed our file Again, we apologize to Ms*** and 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 ***
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his grill
We have shipped the necessary parts to Mr*** residence free of charge as he requestedWe want to apologize to Mr*** and assure him that we now have a process in place that should prevent any further such occurrencesIn light of the aforementioned information, we have closed our file 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 6,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * ** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with our customer
service and the delay of a refrigerator she ordered from sears.com It is unfortunate that we failed Mrs*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. We would first like to assure Mrs*** that Sears does strive to provide up to date and accurate information for all orders. However, complex and instantaneous reporting is required of all involved parties, such as product manufacturers, in order to achieve such results. It should also be considered that complete accuracy, or “real time” information, may not be entirely possible during special sale times that offer limited quantities or extreme discounts, such as Black Friday or Door Buster sales, since it is possible for a great number of transactions to be completed within the same period. It may also be important to note that some items may appear immediately available for delivery in some regions, but can be delayed in others. In this case, the item will continue to be advertised. Unfortunately, we do not have the capacity to ship individual units to specific areas of the country, and for this reason we were unable to fulfill Mrs*** order any earlier than the delivery date of January 14, 2017, which she has already been given. As further clarification, we would like to note our disclaimer, which specifically addresses inventory errors: Sears attempts to ensure that the Content on this Website is complete and currentAs indicated in the DISCLAIMERS set forth below, Sears does not guarantee that the information contained on this Website will not contain errors, inaccuracies or omissionsSuch errors, inaccuracies or omissions may relate to price or to product description or availabilitySears reserves the right to correct any error, inaccuracy or omission or to change or update the Content without prior notice to youFurther, Sears reserves the right to refuse or cancel any orders containing any error, inaccuracy or omission, whether or not the order has been submitted, confirmed and/or your credit card has been chargedIf your credit card has been charged for the purchase and your order is canceled, Sears shall promptly issue a credit to your credit card As illustrated above, we cannot guarantee that our website will be free of errors or inaccuracies at all times, and we reserve the right to cancel any orders. After a review of all of the transactions for the refrigerator Mrs*** purchased, the manufacturer determined that they could provide the agreed upon quantities on a delayed schedule. Our delivery team has documented Mrs*** concerns and plans to follow up with her after her refrigerator is delivered on the aforementioned date. Of course, she does have the right to cancel her order at any time. At this time, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced due to this issue. Since we have noted Mrs*** comments, we respectfully ask to have this matter closed pending the completion of her delivery appointment 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 *** *** *** ***
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order and
request for a refund It is unfortunate that we failed Ms*** expectations as we value her patronage After reviewing the notes in the order, we found that it had been cancelledAccordingly, a refund was processed on May 2, Additionally, we hope that in the future MsN*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 8, 2015/05/20) */
May 20,
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We have completed our investigation of *** complaint regarding the belt
breaking after only hours of use
On receipt of *** complaint we reached out to the service unit***, the area Technical Manager contacted *** and arranged to service the tractor and replace the belt at no cost to ***This service was completed on May 19, If *** is still in need of assistance he can contact*** directly at ***In the mean time since we have repaired *** tractor we have closed our case
We apologize to *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
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Initial Consumer Rebuttal /* (2000, 10, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The mower belt was replaced under warrantyThe technician who replaced the belt mentioned that was most likely installed improperly at the factory which led to it snapping
July 14, Revdex.com Attn: *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** *** Via: Revdex.com Website Via: 1st class US Postage Dear Ms***
This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Ms*** I have confirmed that the HVAC project has since been cancelled and the financing has been voided as well At this time, we respectfully request that you close your file On behalf of SHIP, please know that we value Ms*** as a customer and appreciate her patronage If you have any questions or concerns, please contact me directly at *** or via email at *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** ***
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,
*** ***
Complaint: ***
I am rejecting this response because: Sears failed to recognize the cause and effect of the womens panties purchased as mentioned in the complaintThe decision made by Sears is very unjust and should make a one time exception for a refund
Sincerely,
*** ***