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,
Tara Villarreal
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,
Nikki ***
August 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have reviewed Mr*** rebuttal complaint to the previous response provided We have reviewed Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. We understand that he remains dissatisfied and we can only apologize againUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantIn Mr*** case we do apologize if he feels we failed him when he placed his own order, but we feel the policy that is outlined for all of our members online is relative to the circumstances and our decision is final 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
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her ice maker Service was completed on May 25, An
air handler was installed as recommended by the original manufactureSince it is our understanding that we have repaired the ice maker and no other issue are needed at this time we have closed this case We apologize to Ms*** 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 *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution "MrS*** stated that he last spoke with Mr*** in January and had offered to exchange the mower for Mr***However, Mr*** requested to wait until the newer models came in for the season to make a selectionIf Mr*** would like to complete the exchange, he can go by Sears store *** and speak with Store Manager David S***" is satisfactory to me
Sincerely,
*** ***
Complaint:
I am rejecting this response because: I feel that just a mere apology does not appease the inadequate customer service I received from the business regarding my concernsSears needs to understand that providing this type of customer service will surely always deter consumers from purchasing their productsFurthermore, Sears should not be selling merchandise that is already deemed defectiveThe fact that you did not acknowledge that you were selling me a refurbished product that was defective leads me to believe there are no quality assurance checks on your productsHow can I assure that any future products I purchase from you will work as expected? I cannot! This is quite alarming
Sincerely,
Shawndra ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with her service experience
It is unfortunate that we failed *** *** expectations with her recent repairWe value *** *** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in the Sears Home warrantyWe regret that this incident occurred, but we can assure *** *** that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have repaired *** *** dryer and noted her candid feedback Again, we apologize to *** *** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** ***
September 21,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No:
Revdex.com Case #: 94563834/ John ***
Via: Revdex.com Website
Dear Ms***,
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concerns
SHIP did not contract to hire a licensed electrician or plumber unless the city required permitsIn this case, I confirmed with the Town of North Hampstead building department, we do not need permits for the kitchen remodel jobHowever, we did hire a license electrician as a gesture of customer service at the Customer's demandFurthermore, we did schedule our tech to make the plumbing repairsUnfortunately, the Customer rescheduled the appointment due to being out of townThe date the tech was scheduled to go out, he called to advise he was running lateThe Customer did not return our calls to reschedule and hired an outside vendorWe did request the invoice so we could review the bill and reimburse the customer for any repairs that were related to our contractTo date, we have not received that invoice
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-222-x 5415, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa ***
SHIP/HI Regulatory Complaint Specialist
cc: John ***
May 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his allegations of damage to his vehicle
caused by Sears Auto CenterSears has already referred Mr*** to our third party claims administrator, ***. His claim number is ***. Mr*** may contact *** *** ** *** to discuss his claim. Once the claimant has been assigned a claim number through ***, they provide an official response representing Sears. *** has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon ***’s actions. Their decision is immutable. In many cases involving product liability, if *** denies their claim, they will some*** recommend that the claimant contact the manufacturer of any product in question or use their personal insurance. In Mr*** case, our records show that his claim was denied on March 10, 2017, because after inspection of the vehicle it was determined that the cause of failure was excessive oil leaks unrelated to the service performed by SearsThe oil leaks were found all over the engine but not at the filter or drain plug, which are the only parts Sears technicians would have been in contact with during the oil change. Mr*** needs to direct any further correspondence to *** and preferably to the attention of his caseworkerAlthough we empathize with Mr*** frustrations, we are not in a position to offer any assistance with this matterWe 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
February 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her range repair It is
regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her range Due to inclement weather, Ms*** appointment was rescheduled to a later date. We sincerely apologize for any inconvenience the rescheduling may have caused Ms*** Although Ms*** was rescheduled to February 24, 2017, we were able to move her appointment up to February 20, 2017, at which time the new face plate was installed. Since it is our understanding that Ms*** is satisfied with the outcome of the repair, and because we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
August 12,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service, non-receipt of the part he ordered for his lawn mower and his subsequent request for a refund. It is unfortunate that we failed Mr*** expectations when he recently placed an order with Sears Parts Direct. We value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, *** ***, Senior Customer Care Representative for Sears Parts Direct, contacted Mr*** to discuss his concerns and inform him that a refund of $was issued to him on August 3, 2016, and $on July 20, 2016. Mr*** confirmed that he received an email notifying him of the refunds, but had not yet checked his account(s) to verify them. Ms*** provided Mr*** with her direct contact information and is welcome to contact her if he has any further questions or concerns about this issue or his refunds. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr*** will allow us an opportunity to provide him with a better example of the type of 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 Mr*** 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 *** *** *** ***
*** ***
Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding repairs to her refrigerator*** *** Sears Home Services
Support Specialist provided the following response: Sears Home Services records indicate that a new ice maker and blower assembly was installed into Ms*** refrigerator on December 21, Prior to leaving the home the technician indicated that the unit was operating as designedIf Ms*** has any additional concerns, I invite her to contact me at ***That said we ask that this complaint be closedWe apologize to Ms*** 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 ***
August 10, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Kylie *** - # *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator First, we would
like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. After the technician examined Ms*** refrigerator on August 6, 2016, District Service Manager Lorenzo Savage decided to authorize a replacementBased upon the features of Ms*** current refrigerator and because the model is still available, it was determined that $2,would provide her with a comparable replacement under her MPA. Ms*** was contacted by Maria Llamas with unit on August 10, 2016, and advised to go to her local Sears to reselect. Once at the store, any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, (850) 866-5013, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the manufacturer’s warranty will expire one year from the date of delivery, the MPA will provide extended coverage until March 18, 2019. With that said, since we are providing Ms*** with an equitable resolution, 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
Nita *** Revdex.com North Wabash Ave, Ste*** Chicago, IL Re: Holly * *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her washerAfter reviewing Ms
*** complaint I emailed her and offered to replace her washerWe have processed an exchange and the new washer will be delivered on Friday, October 14, Ms*** is aware of the exchange and is pleased that her concerns have been addressedDuring my conversation with Ms*** I informed her that in the event she needed any additional assistance, she could email or call meAt this time, since it is my understanding that Ms*** was satisfied with the actions taken by Sears to resolve her concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** - * *** Dear Ms*** We have completed the investigation of Dr*** complaint regarding a refrigerator repair First, we would like to apologize to Dr*** for failing his expectations in regard to a refrigerator repair that has not been completedWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Dr*** Upon receiving Dr*** complaint, we contacted *** with unit *** assistance. *** spoke with Dr***, who agreed to allow service to continue. On July 22, 2016, a Sears technician examined the refrigerator and found that the timer failed. Once the timer was replaced, the refrigerator began to cool properly Lastly, Dr*** confirmed that the repair was completed to his satisfactionWith that said, since we have documented Dr*** concerns and completed the repair, we ask that this matter be closed Again, we apologize to Dr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
They did delivered the new washer after weeks of arguing with supervisor after supervisorI finally got a hold of a women named Jenn that took care of new washer and apologize for it not being handled fasterIt's a shame
that it took so longI think weeks with the exception of days working(straight days) and days of us being on vacation is way to long for a family of to have to do without washerI have accepted the new washer and the laundry reimbursementI know several people that have had problems with Sears master protection plan and just gave up after couple of weeks of fighting/arguing with SearsThey have same complaint they call protection plan center and they get "we are expercing high volume of calls"Sears needs to look into this
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,
*** ***
July 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
technician’s failure to contact him before arrival It is unfortunate that we failed Mr*** expectations when he recently requested repair services from SearsWe value Mr*** patronage and can understand his frustration with the events detailed in his letterWe can assure him that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, *** ***, Customer Support Manager for Mr*** local service unit, attempted to reach him by telephone several times since receiving his complaint on June 28, 2016. However, Mr*** did not answer and did not have a voice mail account set up; therefore, we could not leave any messages. At this time, our records show that our technician completed a repair on July 8, 2016, and confirmed that Mr*** refrigerator was working to the manufacturer’s specifications afterward. Since we have not had the opportunity to speak with Mr*** directly, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted Mr*** comments and the requested 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 *** *** *** ***
Complaint: ***
In order to properly document this file, I am rejecting this response and providing an update Sears has agreed today 1/24/not to send the previous installer back to my rental property Instead they will exchange the dishwasher, providing me with a new one because the installer has held onto this since December 3rd Sears has also agreed to deliver the dishwasher to the rental property on Feb 3rd.Thank you for your assistance with this complaint, and I appreciate the quick response from Sears
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,
Raymond P***
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,
Tara Villarreal
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,
Nikki ***
August 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have reviewed Mr*** rebuttal complaint to the previous response provided We have reviewed Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. We understand that he remains dissatisfied and we can only apologize againUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantIn Mr*** case we do apologize if he feels we failed him when he placed his own order, but we feel the policy that is outlined for all of our members online is relative to the circumstances and our decision is final 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
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her ice maker Service was completed on May 25, An
air handler was installed as recommended by the original manufactureSince it is our understanding that we have repaired the ice maker and no other issue are needed at this time we have closed this case We apologize to Ms*** 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 *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution "MrS*** stated that he last spoke with Mr*** in January and had offered to exchange the mower for Mr***However, Mr*** requested to wait until the newer models came in for the season to make a selectionIf Mr*** would like to complete the exchange, he can go by Sears store *** and speak with Store Manager David S***" is satisfactory to me
Sincerely,
*** ***
Complaint:
I am rejecting this response because: I feel that just a mere apology does not appease the inadequate customer service I received from the business regarding my concernsSears needs to understand that providing this type of customer service will surely always deter consumers from purchasing their productsFurthermore, Sears should not be selling merchandise that is already deemed defectiveThe fact that you did not acknowledge that you were selling me a refurbished product that was defective leads me to believe there are no quality assurance checks on your productsHow can I assure that any future products I purchase from you will work as expected? I cannot! This is quite alarming
Sincerely,
Shawndra ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with her service experience
It is unfortunate that we failed *** *** expectations with her recent repairWe value *** *** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in the Sears Home warrantyWe regret that this incident occurred, but we can assure *** *** that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceWe respectfully ask that this matter be closed, since we have repaired *** *** dryer and noted her candid feedback Again, we apologize to *** *** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** ***
September 21,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No:
Revdex.com Case #: 94563834/ John ***
Via: Revdex.com Website
Dear Ms***,
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concerns
SHIP did not contract to hire a licensed electrician or plumber unless the city required permitsIn this case, I confirmed with the Town of North Hampstead building department, we do not need permits for the kitchen remodel jobHowever, we did hire a license electrician as a gesture of customer service at the Customer's demandFurthermore, we did schedule our tech to make the plumbing repairsUnfortunately, the Customer rescheduled the appointment due to being out of townThe date the tech was scheduled to go out, he called to advise he was running lateThe Customer did not return our calls to reschedule and hired an outside vendorWe did request the invoice so we could review the bill and reimburse the customer for any repairs that were related to our contractTo date, we have not received that invoice
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-222-x 5415, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa ***
SHIP/HI Regulatory Complaint Specialist
cc: John ***
May 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his allegations of damage to his vehicle
caused by Sears Auto CenterSears has already referred Mr*** to our third party claims administrator, ***. His claim number is ***. Mr*** may contact *** *** ** *** to discuss his claim. Once the claimant has been assigned a claim number through ***, they provide an official response representing Sears. *** has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon ***’s actions. Their decision is immutable. In many cases involving product liability, if *** denies their claim, they will some*** recommend that the claimant contact the manufacturer of any product in question or use their personal insurance. In Mr*** case, our records show that his claim was denied on March 10, 2017, because after inspection of the vehicle it was determined that the cause of failure was excessive oil leaks unrelated to the service performed by SearsThe oil leaks were found all over the engine but not at the filter or drain plug, which are the only parts Sears technicians would have been in contact with during the oil change. Mr*** needs to direct any further correspondence to *** and preferably to the attention of his caseworkerAlthough we empathize with Mr*** frustrations, we are not in a position to offer any assistance with this matterWe 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
February 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her range repair It is
regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her range Due to inclement weather, Ms*** appointment was rescheduled to a later date. We sincerely apologize for any inconvenience the rescheduling may have caused Ms*** Although Ms*** was rescheduled to February 24, 2017, we were able to move her appointment up to February 20, 2017, at which time the new face plate was installed. Since it is our understanding that Ms*** is satisfied with the outcome of the repair, and because we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
August 12,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service, non-receipt of the part he ordered for his lawn mower and his subsequent request for a refund. It is unfortunate that we failed Mr*** expectations when he recently placed an order with Sears Parts Direct. We value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, *** ***, Senior Customer Care Representative for Sears Parts Direct, contacted Mr*** to discuss his concerns and inform him that a refund of $was issued to him on August 3, 2016, and $on July 20, 2016. Mr*** confirmed that he received an email notifying him of the refunds, but had not yet checked his account(s) to verify them. Ms*** provided Mr*** with her direct contact information and is welcome to contact her if he has any further questions or concerns about this issue or his refunds. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr*** will allow us an opportunity to provide him with a better example of the type of 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 Mr*** 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 *** *** *** ***
*** ***
Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding repairs to her refrigerator*** *** Sears Home Services
Support Specialist provided the following response: Sears Home Services records indicate that a new ice maker and blower assembly was installed into Ms*** refrigerator on December 21, Prior to leaving the home the technician indicated that the unit was operating as designedIf Ms*** has any additional concerns, I invite her to contact me at ***That said we ask that this complaint be closedWe apologize to Ms*** 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 ***
August 10, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Kylie *** - # *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator First, we would
like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. After the technician examined Ms*** refrigerator on August 6, 2016, District Service Manager Lorenzo Savage decided to authorize a replacementBased upon the features of Ms*** current refrigerator and because the model is still available, it was determined that $2,would provide her with a comparable replacement under her MPA. Ms*** was contacted by Maria Llamas with unit on August 10, 2016, and advised to go to her local Sears to reselect. Once at the store, any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, (850) 866-5013, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the manufacturer’s warranty will expire one year from the date of delivery, the MPA will provide extended coverage until March 18, 2019. With that said, since we are providing Ms*** with an equitable resolution, 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
Nita *** Revdex.com North Wabash Ave, Ste*** Chicago, IL Re: Holly * *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her washerAfter reviewing Ms
*** complaint I emailed her and offered to replace her washerWe have processed an exchange and the new washer will be delivered on Friday, October 14, Ms*** is aware of the exchange and is pleased that her concerns have been addressedDuring my conversation with Ms*** I informed her that in the event she needed any additional assistance, she could email or call meAt this time, since it is my understanding that Ms*** was satisfied with the actions taken by Sears to resolve her concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** - * *** Dear Ms*** We have completed the investigation of Dr*** complaint regarding a refrigerator repair First, we would like to apologize to Dr*** for failing his expectations in regard to a refrigerator repair that has not been completedWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Dr*** Upon receiving Dr*** complaint, we contacted *** with unit *** assistance. *** spoke with Dr***, who agreed to allow service to continue. On July 22, 2016, a Sears technician examined the refrigerator and found that the timer failed. Once the timer was replaced, the refrigerator began to cool properly Lastly, Dr*** confirmed that the repair was completed to his satisfactionWith that said, since we have documented Dr*** concerns and completed the repair, we ask that this matter be closed Again, we apologize to Dr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
They did delivered the new washer after weeks of arguing with supervisor after supervisorI finally got a hold of a women named Jenn that took care of new washer and apologize for it not being handled fasterIt's a shame
that it took so longI think weeks with the exception of days working(straight days) and days of us being on vacation is way to long for a family of to have to do without washerI have accepted the new washer and the laundry reimbursementI know several people that have had problems with Sears master protection plan and just gave up after couple of weeks of fighting/arguing with SearsThey have same complaint they call protection plan center and they get "we are expercing high volume of calls"Sears needs to look into this
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,
*** ***
July 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
technician’s failure to contact him before arrival It is unfortunate that we failed Mr*** expectations when he recently requested repair services from SearsWe value Mr*** patronage and can understand his frustration with the events detailed in his letterWe can assure him that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, *** ***, Customer Support Manager for Mr*** local service unit, attempted to reach him by telephone several times since receiving his complaint on June 28, 2016. However, Mr*** did not answer and did not have a voice mail account set up; therefore, we could not leave any messages. At this time, our records show that our technician completed a repair on July 8, 2016, and confirmed that Mr*** refrigerator was working to the manufacturer’s specifications afterward. Since we have not had the opportunity to speak with Mr*** directly, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed, since we have noted Mr*** comments and the requested 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 *** *** *** ***
Complaint: ***
In order to properly document this file, I am rejecting this response and providing an update Sears has agreed today 1/24/not to send the previous installer back to my rental property Instead they will exchange the dishwasher, providing me with a new one because the installer has held onto this since December 3rd Sears has also agreed to deliver the dishwasher to the rental property on Feb 3rd.Thank you for your assistance with this complaint, and I appreciate the quick response from Sears
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,
Raymond P***