Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that Sears continues to dismiss the core of the matter, and simply feels it can just rescheduleIn fact to my shock on 5/a plumber from Sears pulled in driveway unscheduled by me and indicated he had an appointmentIn addition I was contacted on 5/and asked if parts had arrived? It is clear they have no idea what is going onI will accept this matter as closed not because Sears corrected or even addressed the issue, but rather because it's not worth the time and energy, when their competitors are happy to provide superior customer service.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: If it is on the sears web site even if it is a third party vendor sears should take full responsibility or discontinue using the third party vendorAs one famous US president said." The BUCK STOPS HERE." All I can say is that Sears will not be getting anymore of my business in the futureI have worked in retail myself in the past and was always taught that the customer is always rightThis included AAFES which is an American Business serving the Military community
Sincerely,
Alec ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding repairs to her window air conditioner It is unfortunate that we
failed Ms*** expectations when she called Sears for service on her window air conditionerWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home ServicesWe can assure Ms*** 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 that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on July 23, During the service call the technician indicated that he cleaned the coil and filterUpon completion of the service the unit was blowing air out at degreesSince we have noted our response to Ms*** complaint, noting the completion of the repairs, 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 ***
September 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94564937-John Michael ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding his dishwasher
As clarification, our
consumers are advised at the time of sale that additional fees may be required to connect an item depending on how up to date their home is in regard to local building codes or in keeping with manufacturer's recommendationsBasic installation consists of connecting the item to an existing power/utility sourceIn fact, Mr***'s receipt clearly notes this information in detailHowever, according to our records, Mr*** was promised the $credit in question and we do appreciate his patronage; therefore, a check for this amount has been issued to his home addressThe check should arrive within 7-business daysWe apologize for any misunderstandingIn light of the aforementioned information, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
Tammie.***@searshc.com
February 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the
availability of service for her refrigerator 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, the repairs are scheduled on a first come, first served basis; unfortunately, the next available appointment was five days out Our records show that we were able to move the appointment up one day to January 31, 2017, and the technician was able to repair her refrigerator that same dayWe do not take these matters lightly and we 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. Additionally, if Ms*** incurred any food loss, she can contact our Protection Agreement department at (*** *** to file a food loss claim under her Master Protection agreement. However, we do not feel that any further compensation is warranted, as the repair was completed within four days of us becoming aware of her service needsWith that said, since we have documented Ms*** concerns and we have completed the repair to her refrigerator, we ask to have this matter closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
I do think this courtesy is fairI cannot ask for more than what I paid for this itemI do want to say that I did trust Sears in believing the earrings were real diamonds so why would I have had them checkedIt was a coincidence that my jeweler *** Jewelers looked at the earringsI wanted a pair to match as best as possible so Abe, the jeweler had to look at them and discovered they were not diamonds
I do thank all parties for the help and courtesy in this matter
Sincerely,
MrsJudith ***
January 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** *** ***
Dear Ms***
We have completed the investigation of the *** rebuttal to our response regarding their allegation that the installation contractor installed the incorrect bottom trim kit during the installation of their oven and damaged the cabinets
Upon receipt of Ms***’s rebuttal we reached out to the installation contractor regarding the damage claim that was filed on December 21, 2016; claim *** The contractor confirmed that they, as well as, their carpenter have made multiple attempts to contact Ms***, but they have not been able to make contactOn December 30, the installation contractor made contact with Ms*** and she stated that she does not pick up the phone unless she recognizes the numberShe was informed that the carpenter was trying to reach her, and she requested that he call her and leave his phone numberThat same day we made contact with Ms*** and she stated that she already had her own handyman repair the cabinets and she was tired of waitingWe explained that the damage claim was just filed the previous weekShe stated that she was tired of dealing with the whole process and took it upon herself to pay for the repair without providing estimates to the installation contractorMs*** stated that she was charged $We informed Ms*** that the installation contractor already had a carpenter set up to perform the work and it is possible that they may not approve the amountShe stated that she understood and she would work with the contractor in regards to the damage claimWith that being said, since we have addressed the issue brought forth in Ms***’s complaint, we have closed our file
We apologize to the ***s 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
*** *** ***
Revdex.com:
Thank you for your help in this matter. 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:My *** has been Paid In full. I WILL NOT be using this at anytime. I would like the FULL refund sent to my home via a check. I do not want a credit put on a card I have no Intentions of using. Additionally, I think the amount of you noted is incorrect As I was charge over dollars
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,
Andrew W***
July 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms* *** complaint regarding the delay she has experienced in
receiving a refund for a returned item As clarification, whenever most retail stores ring up a purchase and charge a customer’s credit card, the purchase is immediately applied because the credit card company issues an approval and electronically debits the account. If the merchandise is subsequently returned, the credit card company does not electronically credit the account. Instead, they research to ensure it is a valid refund, and then once confirmed, they post a credit to the cardholder’s account. This process can take days or weeks and is entirely dependent on the financial institution’s policies. We do try to expedite this process as much as possible, but it can sometimes take a few days. Unfortunately, in Ms* *** case, it was somewhat longerWe apologize for any inconvenience Ms*** may have experienced as a result of this issueWith that said, our records indicate that Ms* *** refund for $was issued on July 5, Previously, her account had been credited $towards this purchaseMs*** may want to contact the administrator of her account once again and inquire as to the status of her credit Ms*** has asked for an additional credit due to the delayHowever, we cannot issue a credit to her account if there is no corresponding sale However, we are willing to send Ms*** a $gift card as a courtesyWe ask that Ms*** allow 10-business days for the arrival of that gift cardSince we have issued the credit due to Ms***, we respectfully ask that this matter be considered closed. 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 Sears Holdings Corporation *** *** ***
Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: *** ***
July 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** - # XXXXXXXX
Dear Ms***
We have completed the investigation of
Ms***' complaint regarding her washer repair
First, we would like to apologize to Ms*** for failing her expectations when she recently scheduled a repair for her washerUnfortunately, the repair took longer than expected because a damage part was receivedThe part was reordered and the technician returned to Ms***' home on July 6, 2015, to install the partOnce the part was installed, the technician tested the unit and found it to be working properly
While we empathize with Ms***, she does not qualify for a replacementMs*** carries a Master Protection Agreement (MPA) on her washer, but she has not met the criteria for replacementUnder the MPA, a covered product will be considered for a replacement if there have been "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 AgreementProduct failure will be determined by usProduct 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 recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." According to our service records, Ms***' washer has only had one qualifying repair to dateSince we have explained why a replacement is currently not an option for Ms*** and we have completed the repair to the washer, 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
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of July 6, Technician did repair the washer machine, however, a simple repair turned into over an eight week time frame which is unacceptableA part does not take weeks to receiveSears has definitely dropped the ball ensuring a repair in a timely mannerI am happy to have a working washer machine at this point, however, extremely disappointed in how I was treated by Sears and their lack of customer service
May 17,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Mr*** complaint regarding his dissatisfaction with the quality of
his chainsaw and that it failed too soon and his request for an exchange
We made multiple attempts to contact Mr*** and left voicemails with our contact informationSince he has not responded, we are unable to resolve Mr*** issue until we have the opportunity to discuss the matter with himHe may contact me at (*** ***In the interim, we will consider this matter closed, pending his response
We apologize to Mr*** 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
*** *** ***
April 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ***
Dear Ms*** We have completed the investigation of Ms*** complaint regarding her a charge on her account
and her request for a refund We would first like to apologize for any misunderstanding regarding the charge to her accountAfter sending an email correspondence to Sears’ Detail Control Center, we confirmed the charge was for a layaway order placed on December 23, The layaway order number is *** ** *** for $We found an over credit had been issuedIn Ms*** case, she only paid $on this layaway order less $in fees and was issued credit for $The charge of $is the difference for the refundWe hope this clarifies the charge issueShould Ms*** have any questions, she may email us directly at *** In the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed 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
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has rectified my Craftsman snow thrower situation by finally actually ordering the part I was told was going to be ordered, and installing itThis whole process took total visitations to my property to finally complete a simple snow thrower tune-upThese dates effected my work schedule, as I needed to take off from work to be available each time at my houseIt would have been right and very appropriate for Sears to additionally compensate me for my time lost and the personal stress and agitation that I endured over this duration, but I received or was offered nothingAs a customer who once prided himself on the Craftsman product, purchasing only Craftsman equipment over the last years, let's hope that a billion dollar company begins to put customer satisfaction once again as a priority in the futureCustomers should not only just walk away satisfied, but feel empowered to recommend and praise Sears, its products and services, to all
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,
Jimmie ***
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,
Ralph C***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Melvin *** #9456***
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal regarding charges incurred during a service call to service his garage door
Rhonda *** Sears Garage Solutions, Support Specialist provided the following response:
We would like to point out that charges for our services are based on job codes and not hourly rates, which is common in the repair industryAdditionally, when parts are used during a home service call they are priced higher then parts then parts that can be purchased on lineThat said, Mr*** did agree to the charges when our technician was at his home and he did sign the invoice agreeing to the terms of the serviceAfter the work was completed he filed his complaintSears Garage is willing to provide Mr*** another 10% off, totaling his refund to $If Mr*** would like to accept this offer he can contact me at 740***Since we have noted our offer to Mr*** and have given him my name and number, we ask that this complaint remain closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
October 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding a
recent part order As clarification, our Parts Direct site notes: “Can I cancel an order? All orders are transmitted directly to the supplier to prevent processing delaysIf the request to cancel is received on the same day the order was created, the Parts Trusted Advisor will attempt to cancel the order before it is processed by the supplierMost items may be returned within days of the order date with a Return AuthorizationSome items require special handling or may be non-returnableContact Us for a Return Authorization and return instructionsExclusions apply, see full return policy for additional details.” Mr*** did not cancel his order until days after it was placed according to our recordsUnfortunately, the part shippedOur notes reflect that Mr*** was sent a return label, but we have no received the item yet so a refund cannot be issuedIf Mr*** cannot locate his label, we can schedule a *** pickupMr*** may contact me via email during business hours at *** if he wishes to schedule thisIn light of the aforementioned information, 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, *** *** 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 is satisfactory to me
Sincerely,
Bryan ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that Sears continues to dismiss the core of the matter, and simply feels it can just rescheduleIn fact to my shock on 5/a plumber from Sears pulled in driveway unscheduled by me and indicated he had an appointmentIn addition I was contacted on 5/and asked if parts had arrived? It is clear they have no idea what is going onI will accept this matter as closed not because Sears corrected or even addressed the issue, but rather because it's not worth the time and energy, when their competitors are happy to provide superior customer service.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: If it is on the sears web site even if it is a third party vendor sears should take full responsibility or discontinue using the third party vendorAs one famous US president said." The BUCK STOPS HERE." All I can say is that Sears will not be getting anymore of my business in the futureI have worked in retail myself in the past and was always taught that the customer is always rightThis included AAFES which is an American Business serving the Military community
Sincerely,
Alec ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding repairs to her window air conditioner It is unfortunate that we
failed Ms*** expectations when she called Sears for service on her window air conditionerWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home ServicesWe can assure Ms*** 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 that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on July 23, During the service call the technician indicated that he cleaned the coil and filterUpon completion of the service the unit was blowing air out at degreesSince we have noted our response to Ms*** complaint, noting the completion of the repairs, 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 ***
September 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94564937-John Michael ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding his dishwasher
As clarification, our
consumers are advised at the time of sale that additional fees may be required to connect an item depending on how up to date their home is in regard to local building codes or in keeping with manufacturer's recommendationsBasic installation consists of connecting the item to an existing power/utility sourceIn fact, Mr***'s receipt clearly notes this information in detailHowever, according to our records, Mr*** was promised the $credit in question and we do appreciate his patronage; therefore, a check for this amount has been issued to his home addressThe check should arrive within 7-business daysWe apologize for any misunderstandingIn light of the aforementioned information, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
Tammie.***@searshc.com
February 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the
availability of service for her refrigerator 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, the repairs are scheduled on a first come, first served basis; unfortunately, the next available appointment was five days out Our records show that we were able to move the appointment up one day to January 31, 2017, and the technician was able to repair her refrigerator that same dayWe do not take these matters lightly and we 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. Additionally, if Ms*** incurred any food loss, she can contact our Protection Agreement department at (*** *** to file a food loss claim under her Master Protection agreement. However, we do not feel that any further compensation is warranted, as the repair was completed within four days of us becoming aware of her service needsWith that said, since we have documented Ms*** concerns and we have completed the repair to her refrigerator, we ask to have this matter closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
I do think this courtesy is fairI cannot ask for more than what I paid for this itemI do want to say that I did trust Sears in believing the earrings were real diamonds so why would I have had them checkedIt was a coincidence that my jeweler *** Jewelers looked at the earringsI wanted a pair to match as best as possible so Abe, the jeweler had to look at them and discovered they were not diamonds
I do thank all parties for the help and courtesy in this matter
Sincerely,
MrsJudith ***
January 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** *** ***
Dear Ms***
We have completed the investigation of the *** rebuttal to our response regarding their allegation that the installation contractor installed the incorrect bottom trim kit during the installation of their oven and damaged the cabinets
Upon receipt of Ms***’s rebuttal we reached out to the installation contractor regarding the damage claim that was filed on December 21, 2016; claim *** The contractor confirmed that they, as well as, their carpenter have made multiple attempts to contact Ms***, but they have not been able to make contactOn December 30, the installation contractor made contact with Ms*** and she stated that she does not pick up the phone unless she recognizes the numberShe was informed that the carpenter was trying to reach her, and she requested that he call her and leave his phone numberThat same day we made contact with Ms*** and she stated that she already had her own handyman repair the cabinets and she was tired of waitingWe explained that the damage claim was just filed the previous weekShe stated that she was tired of dealing with the whole process and took it upon herself to pay for the repair without providing estimates to the installation contractorMs*** stated that she was charged $We informed Ms*** that the installation contractor already had a carpenter set up to perform the work and it is possible that they may not approve the amountShe stated that she understood and she would work with the contractor in regards to the damage claimWith that being said, since we have addressed the issue brought forth in Ms***’s complaint, we have closed our file
We apologize to the ***s 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
*** *** ***
Revdex.com:
Thank you for your help in this matter. 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:My *** has been Paid In full. I WILL NOT be using this at anytime. I would like the FULL refund sent to my home via a check. I do not want a credit put on a card I have no Intentions of using. Additionally, I think the amount of you noted is incorrect As I was charge over dollars
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,
Andrew W***
July 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms* *** complaint regarding the delay she has experienced in
receiving a refund for a returned item As clarification, whenever most retail stores ring up a purchase and charge a customer’s credit card, the purchase is immediately applied because the credit card company issues an approval and electronically debits the account. If the merchandise is subsequently returned, the credit card company does not electronically credit the account. Instead, they research to ensure it is a valid refund, and then once confirmed, they post a credit to the cardholder’s account. This process can take days or weeks and is entirely dependent on the financial institution’s policies. We do try to expedite this process as much as possible, but it can sometimes take a few days. Unfortunately, in Ms* *** case, it was somewhat longerWe apologize for any inconvenience Ms*** may have experienced as a result of this issueWith that said, our records indicate that Ms* *** refund for $was issued on July 5, Previously, her account had been credited $towards this purchaseMs*** may want to contact the administrator of her account once again and inquire as to the status of her credit Ms*** has asked for an additional credit due to the delayHowever, we cannot issue a credit to her account if there is no corresponding sale However, we are willing to send Ms*** a $gift card as a courtesyWe ask that Ms*** allow 10-business days for the arrival of that gift cardSince we have issued the credit due to Ms***, we respectfully ask that this matter be considered closed. 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 Sears Holdings Corporation *** *** ***
Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: *** ***
July 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** - # XXXXXXXX
Dear Ms***
We have completed the investigation of
Ms***' complaint regarding her washer repair
First, we would like to apologize to Ms*** for failing her expectations when she recently scheduled a repair for her washerUnfortunately, the repair took longer than expected because a damage part was receivedThe part was reordered and the technician returned to Ms***' home on July 6, 2015, to install the partOnce the part was installed, the technician tested the unit and found it to be working properly
While we empathize with Ms***, she does not qualify for a replacementMs*** carries a Master Protection Agreement (MPA) on her washer, but she has not met the criteria for replacementUnder the MPA, a covered product will be considered for a replacement if there have been "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 AgreementProduct failure will be determined by usProduct 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 recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." According to our service records, Ms***' washer has only had one qualifying repair to dateSince we have explained why a replacement is currently not an option for Ms*** and we have completed the repair to the washer, 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
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of July 6, Technician did repair the washer machine, however, a simple repair turned into over an eight week time frame which is unacceptableA part does not take weeks to receiveSears has definitely dropped the ball ensuring a repair in a timely mannerI am happy to have a working washer machine at this point, however, extremely disappointed in how I was treated by Sears and their lack of customer service
May 17,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Mr*** complaint regarding his dissatisfaction with the quality of
his chainsaw and that it failed too soon and his request for an exchange
We made multiple attempts to contact Mr*** and left voicemails with our contact informationSince he has not responded, we are unable to resolve Mr*** issue until we have the opportunity to discuss the matter with himHe may contact me at (*** ***In the interim, we will consider this matter closed, pending his response
We apologize to Mr*** 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
*** *** ***
April 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ***
Dear Ms*** We have completed the investigation of Ms*** complaint regarding her a charge on her account
and her request for a refund We would first like to apologize for any misunderstanding regarding the charge to her accountAfter sending an email correspondence to Sears’ Detail Control Center, we confirmed the charge was for a layaway order placed on December 23, The layaway order number is *** ** *** for $We found an over credit had been issuedIn Ms*** case, she only paid $on this layaway order less $in fees and was issued credit for $The charge of $is the difference for the refundWe hope this clarifies the charge issueShould Ms*** have any questions, she may email us directly at *** In the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed 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
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has rectified my Craftsman snow thrower situation by finally actually ordering the part I was told was going to be ordered, and installing itThis whole process took total visitations to my property to finally complete a simple snow thrower tune-upThese dates effected my work schedule, as I needed to take off from work to be available each time at my houseIt would have been right and very appropriate for Sears to additionally compensate me for my time lost and the personal stress and agitation that I endured over this duration, but I received or was offered nothingAs a customer who once prided himself on the Craftsman product, purchasing only Craftsman equipment over the last years, let's hope that a billion dollar company begins to put customer satisfaction once again as a priority in the futureCustomers should not only just walk away satisfied, but feel empowered to recommend and praise Sears, its products and services, to all
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,
Jimmie ***
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,
Ralph C***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Melvin *** #9456***
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal regarding charges incurred during a service call to service his garage door
Rhonda *** Sears Garage Solutions, Support Specialist provided the following response:
We would like to point out that charges for our services are based on job codes and not hourly rates, which is common in the repair industryAdditionally, when parts are used during a home service call they are priced higher then parts then parts that can be purchased on lineThat said, Mr*** did agree to the charges when our technician was at his home and he did sign the invoice agreeing to the terms of the serviceAfter the work was completed he filed his complaintSears Garage is willing to provide Mr*** another 10% off, totaling his refund to $If Mr*** would like to accept this offer he can contact me at 740***Since we have noted our offer to Mr*** and have given him my name and number, we ask that this complaint remain closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
October 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding a
recent part order As clarification, our Parts Direct site notes: “Can I cancel an order? All orders are transmitted directly to the supplier to prevent processing delaysIf the request to cancel is received on the same day the order was created, the Parts Trusted Advisor will attempt to cancel the order before it is processed by the supplierMost items may be returned within days of the order date with a Return AuthorizationSome items require special handling or may be non-returnableContact Us for a Return Authorization and return instructionsExclusions apply, see full return policy for additional details.” Mr*** did not cancel his order until days after it was placed according to our recordsUnfortunately, the part shippedOur notes reflect that Mr*** was sent a return label, but we have no received the item yet so a refund cannot be issuedIf Mr*** cannot locate his label, we can schedule a *** pickupMr*** may contact me via email during business hours at *** if he wishes to schedule thisIn light of the aforementioned information, 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, *** *** 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 is satisfactory to me
Sincerely,
Bryan ***