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 Ms C*** has been very courteous and sympathetic to my issues We will be receiving our new appliance to be installed August 1, about months after our old one stopped functioning Thank you for helping to resolve this quickly
Sincerely,
Fran D***
Nita *** Revdex.com North Wabash Ave, Ste#*** Chicago, IL Re: Susan *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigerator Betty
***, Sears Home Services, Customer Advocate provided the following response:We dispatched a technician to Ms***’s home on September 21, 2016, when a new ice door kit was installedThe unit was tested and was found to be operating as designedMoving forward, if I can be of any additional assistance to Ms***, she can reach me at 412/257-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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Andrene *** #*** Dear Ms*** We have completed the investigation of Ms*** complaint regarding repairs to her washerSears Home Services records indicate that repairs
to Ms***’s washer have been completed by one of our over flow contractorsThe contractor informed our office that was Ms*** is using detergent that is causing the issues with her washerWhen the technician was at the home he called the Sears Technical Assistance Center (STAC) and the issues with the washer were discussedThe STAC technician advised Ms*** to clean her washerThe steps were to run the wash cycle full times with no detergent and use water and bleachMs*** was also advised to change her detergent because she was not using HE (High Efficiency) soap as directed in the Use and Care Guide provided to her when she took ownership of her washerIt is imperative to use HE soap in a high efficiency washerWithin her complaint Ms*** asks to have her washer replacedWe feel it is important to refer Ms*** to the terms and conditions of the Master Protection Agreement (MPA) covering the washer which state that a covered item is eligible for replacement once there have been service calls where functional parts have been replacedSince the washer does not meet the aforementioned criteria for replacement, we will not be replacing the washerSince we noted our response to Ms***’s 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
February 4, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #11*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding
several transactions in relation to his Shop Your Way Rewards points Sheila *** from our Shop Your Way Rewards (SYWR) contact center soke with Mr*** on January 27, and at that time, all which remained to be resolved, was that he was missing a credit for $to his *** accountThis was issued that same dayIn 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,*** ***Specialist, Regulatory Complaints*** *** Tell us why here
July 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal We have reviewed both our response and Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. The fact remains that the damage was not reported within business hours (this is noted as a requirement on our site) and the return policy period had expired when Mr*** calledMr., *** will need to work with the manufacturer and any resolution they may be willing to offer him as we are not obligated to honor his request according to our return policy as noted aboveUnfortunately, 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 grant. In Mr*** case, we do apologize that we failed his expectations, but as this in accordance with our posted policies, 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
November 28, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Walter *** - # *** Dear Ms***: We have completed the investigation of Mr*** rebuttal to our previous response As we stated previously, the last service call was completed on August 16, 2016, and no issues were found. Below is a copy of the service order showing the date, time and notes from the technician that examined Mr*** washer Customer : WALTER *** Mdse code: WASHERFL Service order # : Technician ID : *** Call date : 08/16/ Call code : 20 Description : SP COMPLETE - ONSITE Arrival time : 08:00 End time : 08: Technician's : CHECKED UNIT OUT COMPLETELY FOUND ALL OPERATING PROPERLY Again, at this point, Mr*** RPA has expired and he is not entitled to a covered repair or a replacement. If his washer is not working, he can schedule a service call with Sears Home Services or any other service provider. As his washer is no longer covered by an extended warranty, he is under no obligation to have a Sears technician service his washer and he will be solely responsible for any repair costs While we have documented Mr*** follcomments, we find that he has not provided any new information to warrant a change in our decision, therefore, no considerations are forthcoming and we have closed our file We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her refrigerator It is unfortunate that we failed Ms*** expectations in regard to her refrigeratorWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience Ms*** may have experienced Although Sears Home Services attempted to repair Ms*** refrigerator, they determined that replacing the unit under her manufacturer’s warranty was the best optionAccordingly, Ms*** was contacted to select a new refrigerator and on December 27, 2016, an exchange was processed for Ms***. Unfortunately, since the refrigerator is a special order item, we do not yet have a firm delivery date. We will continue to correspond with Ms*** to keep her updated on her refrigerator delivery. If she has any further questions or concerns, she can reply to *** In the interim, since a fair resolution is being provided to Ms***, 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
January 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear MsVirghes:
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the problems he encountered when
he requested to exchange an electric dryer for a gas dryer
Upon receipt of Mr*** complaint we researched the order and the case notes related to his online order of the dryerAccording to the order, Mr*** placed the online order himself and he selected and ordered an electric dryer item *** not the gas dryer item ***Therefore, the correct dryer was deliveredWhen Mr*** called in to request an exchange for the gas dryer at no additional cost, his request was denied since the Black Friday sale had expiredOur records indicate that Mr*** requested to return the dryer for a refundThe unit was picked up on December 21, and we issued a credit of $to Mr*** for the dryer and the protection agreementWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
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
*** *** ***
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 want to thank the Chicago area Revdex.com with helping to get my issue resolved with a satisfactory resultThe Revdex.com is a wonderful resource for consumer issues and for getting resultsThanks again!I would also like to thank *** with SearsShe cared about my issue and was fantastic at resolving itShe did this in a timely and professional matterShe also took the time to follow up with me to make sure I was satisfied and gave me her number in case I have any future problems with respect to this caseI am very pleased with the outcome.
Sincerely,
*** ***
May 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding his washer and his request to have the unit replacedUpon receipt
of *** *** complaint, we reviewed his service history to determine whether the washer should be replaced under warranty. Our records show that since he purchased the washer on May 10, 2015, two service calls have been completed. On May 10, 2016, the technician found that *** *** washer was over-sudsing because he used HE soap, when his washer is designed to use detergent. The second service call was completed on May 16, 2016; the technician replaced the control board. Additionally, we confirmed that although the washer’s warranty has expired, *** *** purchased a two-year Master Protection Agreement (MPA) that is in effect from May 16, 2016, until May 16, 2018. While *** *** is dissatisfied with his washer, the unit has only had one repair to date, so a replacement is currently not an optionWith that said, since *** *** washer is now covered under a MPA, he is entitled to certain benefits during the coverage period, such as a replacement, if and when certain criteria is metAccording to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “ three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product 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 must occur within sixty (60) days from its last product failure.” As we stated previously, *** *** washer has only had one repair to date and that repair was completed under the warranty and not the newly purchased MPA Since we have explained why a replacement is currently not an option for *** *** and documented his concerns with the repair process, we ask that this matter be closedWe apologize to *** *** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
July 21, *** *** 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 and non-receipt of his sears.com order It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that refunds of $and $were issued to his *** account ending in *** on July 2, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted 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 *** *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding our customer service, when he called to cancel his mother’s
Sears Home Warranty We value Mr* *** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We respectfully ask that this matter be closed, since we have confirmed with Mr*** that he was able to cancel the Sears Home Warranty and noted his candid feedback Again, we apologize to Mr*** 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 *** *** ***
January 20, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Ms*** We have completed our
investigation regarding Mr*** complaint regarding a recent transaction According to our records, Mr*** used the $worth of points in question on order number *** that was placed on December 14, As that money has already been used, we are unable to grant Mr*** request, and we have closed our fileWe 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 *** ***Tell us why here
December 23, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Annemarie *** - # *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding
Sears Home Services It is regrettable that we failed Ms*** expectations when she recently scheduled a washer repairWe value Ms*** patronage and we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely apologize to MsSummers for any inconvenience we may have caused Upon researching Ms*** complaint, we found that her requested refund had already been processed. Our records show that a refund request was submitted on December 14, 2017, in the amount of $199.81, so Ms*** should see a credit post to her Visa account ending in *** in the next few days. With that said, since we have documented Ms*** concerns with the repair process and we are providing her with her requested resolution, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
August 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear *** ***
We have been unable to complete the investigation of Mr* *** complaint regarding his dissatisfaction with the quality of the
washer that he purchased 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 himWe reviewed the service notes, and the technician noted that the noise issue was non repairableWith that being said, since the washer is still within the manufacturer’s warranty, we will offer Mr*** an exchange on the washerIf Mr*** would like to exchange the washer, he may contact me within on or before September 12, at (*** *** In the interim, we will consider this matter closed, pending his response
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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms* *** complaint regarding her water heater Ms***
was authorized to receive comparable a replacement water heater sold by SearsHer replacement unit was installed at no additional cost to her even though the $permit fee was not covered according to the terms of her service contract, which is called the Master Protection Agreement (MPA.) Ms*** was seeking compensation for inconvenience and loss of the use of her covered item, but there are no such provisions in the terms of the MPAIn fact, compensation for nay incidental or consequential losses is specifically excludedHowever, we offered to send her a check for half of the cost she paid for her new service contract or $125.65, and she acceptedThis check was issued on April 5, In light of the aforementioned information, we respectfully ask that this matter be considered closed 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 ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his Refrigerator Upon receipt of Mr*** complaint, we
found that his issue is being addressed via our executive complaint’s department and his case manager is *** *** Ms*** has been in contact with Mr*** via emailAs of the morning of February 28, Ms*** emailed Mr*** a replacement offerAt this point we are waiting for Mr*** to accept and provide Ms*** the model information to process that replacementMs*** contact information is *** *** ** or email at *** Since we have offered to process a replacement and are currently waiting for Mr*** to make his selection we have closed this complaint We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
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,
Robert M***
Revdex.com:
Well that is great that I got a refundIsn t that standardI mean come on reallyLike I am not going to get a refund! This is exactly my problemThey dont give a hoot that my order was cancelled by an online department that has no idea what they are doing and the grief that it has caused me and my wife by trying to get answersI will take my business else where from now on.
Sincerely,
Joe M***
Initial Business Response /* (1000, 5, 2015/09/24) */
Contact Name and Title: ***
Contact Email: ***@searshc.com
September 24,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL XXXXX
Re: *** # XXXXXXXX
Dear
Ms.***
We have completed the investigation of Mr***'s complaint regarding service on his air conditioner
It is unfortunate that we failed Mr***'s expectations when he called Sears for service on his air conditionerWe value Mr***'s patronage, and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review, so future problems of this nature can be avertedOur service records indicate that the repairs for the air conditioner were completed on September 21, and it is now testing as okayAs a one-time customer courtesy, we have processed a $gift card for any inconveniences that Mr*** may have experiencedThe gift card will be received in 7-business days to the address listed on this complaintThat being said, because Mr***'s air conditioner has been repaired, we respectfully request this complaint be 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,
***
Regulatory Claims Specialist
XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My main complaint still stands, the local coshocton ohio Sears, did nothing to help, and did not call me as promisedthey simply did not want to live up to the service agreement THEY sold mealso Sears uses A&E service which also would not help meI think they use the long wait times (mine was hours minutes, the disconnected plus other long waits, waiting to talk to them) on the phone to discourage complaintsi talked with people total and not one called me with any help or solutionthe AC unit was returned to us yesterday, after weeks of waiting and callingthey response I got from from their Regulatory Claims Specialist said the AC unit was repaired and returnedat that time she was wrong, I emailed her back with the correct information, and she has stopped emailing meThere seems to be a standard disturbing trend at the sears companyas a ex deputy and year service technician for motorola, I find their action totally not believable
Final Business Response /* (4000, 9, 2015/10/08) */
Contact Name and Title: ***
Contact Email: ***@searshc.com
October 8,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL XXXXX
Re: *** *** # XXXXXXXX
Dear Ms.***
We have completed the investigation of Mr***'s rebuttal regarding service on his air conditioner
We have received Mr***'s rebuttal and have agreed to exchange his air conditionerOur offices have been in contact with Mr*** who is unfortunately experiencing health problems and needs additional time to search for an exchange unitWe have agreed to assist him once he feels better and exchange the unitThat being said, because we are in the process of exchanging Mr***'s air conditioner, we have closed our file
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 Claims Specialist
XXX-XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 11, 2015/10/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the Sears holding company has agreed to replace the air conditioner and also sent me a gift cardi appreciate the way they handled iti still think the local Sears store in coshocton, and the A&E service are very poor in their lack of communication and failed to do what they promisedthey should really look into the practices of A&Ethere are hundreds of complaints on the web directed to themthe big thing is the fail to follow thru and the phone throttle system they use to slow down complaints
Thanks for your help Revdex.com !
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Ms C*** has been very courteous and sympathetic to my issues We will be receiving our new appliance to be installed August 1, about months after our old one stopped functioning Thank you for helping to resolve this quickly
Sincerely,
Fran D***
Nita *** Revdex.com North Wabash Ave, Ste#*** Chicago, IL Re: Susan *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigerator Betty
***, Sears Home Services, Customer Advocate provided the following response:We dispatched a technician to Ms***’s home on September 21, 2016, when a new ice door kit was installedThe unit was tested and was found to be operating as designedMoving forward, if I can be of any additional assistance to Ms***, she can reach me at 412/257-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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Andrene *** #*** Dear Ms*** We have completed the investigation of Ms*** complaint regarding repairs to her washerSears Home Services records indicate that repairs
to Ms***’s washer have been completed by one of our over flow contractorsThe contractor informed our office that was Ms*** is using detergent that is causing the issues with her washerWhen the technician was at the home he called the Sears Technical Assistance Center (STAC) and the issues with the washer were discussedThe STAC technician advised Ms*** to clean her washerThe steps were to run the wash cycle full times with no detergent and use water and bleachMs*** was also advised to change her detergent because she was not using HE (High Efficiency) soap as directed in the Use and Care Guide provided to her when she took ownership of her washerIt is imperative to use HE soap in a high efficiency washerWithin her complaint Ms*** asks to have her washer replacedWe feel it is important to refer Ms*** to the terms and conditions of the Master Protection Agreement (MPA) covering the washer which state that a covered item is eligible for replacement once there have been service calls where functional parts have been replacedSince the washer does not meet the aforementioned criteria for replacement, we will not be replacing the washerSince we noted our response to Ms***’s 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
February 4, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #11*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding
several transactions in relation to his Shop Your Way Rewards points Sheila *** from our Shop Your Way Rewards (SYWR) contact center soke with Mr*** on January 27, and at that time, all which remained to be resolved, was that he was missing a credit for $to his *** accountThis was issued that same dayIn 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,*** ***Specialist, Regulatory Complaints*** *** Tell us why here
July 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal We have reviewed both our response and Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. The fact remains that the damage was not reported within business hours (this is noted as a requirement on our site) and the return policy period had expired when Mr*** calledMr., *** will need to work with the manufacturer and any resolution they may be willing to offer him as we are not obligated to honor his request according to our return policy as noted aboveUnfortunately, 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 grant. In Mr*** case, we do apologize that we failed his expectations, but as this in accordance with our posted policies, 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
November 28, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Walter *** - # *** Dear Ms***: We have completed the investigation of Mr*** rebuttal to our previous response As we stated previously, the last service call was completed on August 16, 2016, and no issues were found. Below is a copy of the service order showing the date, time and notes from the technician that examined Mr*** washer Customer : WALTER *** Mdse code: WASHERFL Service order # : Technician ID : *** Call date : 08/16/ Call code : 20 Description : SP COMPLETE - ONSITE Arrival time : 08:00 End time : 08: Technician's : CHECKED UNIT OUT COMPLETELY FOUND ALL OPERATING PROPERLY Again, at this point, Mr*** RPA has expired and he is not entitled to a covered repair or a replacement. If his washer is not working, he can schedule a service call with Sears Home Services or any other service provider. As his washer is no longer covered by an extended warranty, he is under no obligation to have a Sears technician service his washer and he will be solely responsible for any repair costs While we have documented Mr*** follcomments, we find that he has not provided any new information to warrant a change in our decision, therefore, no considerations are forthcoming and we have closed our file We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her refrigerator It is unfortunate that we failed Ms*** expectations in regard to her refrigeratorWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience Ms*** may have experienced Although Sears Home Services attempted to repair Ms*** refrigerator, they determined that replacing the unit under her manufacturer’s warranty was the best optionAccordingly, Ms*** was contacted to select a new refrigerator and on December 27, 2016, an exchange was processed for Ms***. Unfortunately, since the refrigerator is a special order item, we do not yet have a firm delivery date. We will continue to correspond with Ms*** to keep her updated on her refrigerator delivery. If she has any further questions or concerns, she can reply to *** In the interim, since a fair resolution is being provided to Ms***, 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
January 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear MsVirghes:
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the problems he encountered when
he requested to exchange an electric dryer for a gas dryer
Upon receipt of Mr*** complaint we researched the order and the case notes related to his online order of the dryerAccording to the order, Mr*** placed the online order himself and he selected and ordered an electric dryer item *** not the gas dryer item ***Therefore, the correct dryer was deliveredWhen Mr*** called in to request an exchange for the gas dryer at no additional cost, his request was denied since the Black Friday sale had expiredOur records indicate that Mr*** requested to return the dryer for a refundThe unit was picked up on December 21, and we issued a credit of $to Mr*** for the dryer and the protection agreementWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
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
*** *** ***
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 want to thank the Chicago area Revdex.com with helping to get my issue resolved with a satisfactory resultThe Revdex.com is a wonderful resource for consumer issues and for getting resultsThanks again!I would also like to thank *** with SearsShe cared about my issue and was fantastic at resolving itShe did this in a timely and professional matterShe also took the time to follow up with me to make sure I was satisfied and gave me her number in case I have any future problems with respect to this caseI am very pleased with the outcome.
Sincerely,
*** ***
May 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding his washer and his request to have the unit replacedUpon receipt
of *** *** complaint, we reviewed his service history to determine whether the washer should be replaced under warranty. Our records show that since he purchased the washer on May 10, 2015, two service calls have been completed. On May 10, 2016, the technician found that *** *** washer was over-sudsing because he used HE soap, when his washer is designed to use detergent. The second service call was completed on May 16, 2016; the technician replaced the control board. Additionally, we confirmed that although the washer’s warranty has expired, *** *** purchased a two-year Master Protection Agreement (MPA) that is in effect from May 16, 2016, until May 16, 2018. While *** *** is dissatisfied with his washer, the unit has only had one repair to date, so a replacement is currently not an optionWith that said, since *** *** washer is now covered under a MPA, he is entitled to certain benefits during the coverage period, such as a replacement, if and when certain criteria is metAccording to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “ three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product 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 must occur within sixty (60) days from its last product failure.” As we stated previously, *** *** washer has only had one repair to date and that repair was completed under the warranty and not the newly purchased MPA Since we have explained why a replacement is currently not an option for *** *** and documented his concerns with the repair process, we ask that this matter be closedWe apologize to *** *** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
July 21, *** *** 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 and non-receipt of his sears.com order It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that refunds of $and $were issued to his *** account ending in *** on July 2, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted 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 *** *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding our customer service, when he called to cancel his mother’s
Sears Home Warranty We value Mr* *** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We respectfully ask that this matter be closed, since we have confirmed with Mr*** that he was able to cancel the Sears Home Warranty and noted his candid feedback Again, we apologize to Mr*** 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 *** *** ***
January 20, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Ms*** We have completed our
investigation regarding Mr*** complaint regarding a recent transaction According to our records, Mr*** used the $worth of points in question on order number *** that was placed on December 14, As that money has already been used, we are unable to grant Mr*** request, and we have closed our fileWe 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 *** ***Tell us why here
December 23, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Annemarie *** - # *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding
Sears Home Services It is regrettable that we failed Ms*** expectations when she recently scheduled a washer repairWe value Ms*** patronage and we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely apologize to MsSummers for any inconvenience we may have caused Upon researching Ms*** complaint, we found that her requested refund had already been processed. Our records show that a refund request was submitted on December 14, 2017, in the amount of $199.81, so Ms*** should see a credit post to her Visa account ending in *** in the next few days. With that said, since we have documented Ms*** concerns with the repair process and we are providing her with her requested resolution, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
August 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear *** ***
We have been unable to complete the investigation of Mr* *** complaint regarding his dissatisfaction with the quality of the
washer that he purchased 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 himWe reviewed the service notes, and the technician noted that the noise issue was non repairableWith that being said, since the washer is still within the manufacturer’s warranty, we will offer Mr*** an exchange on the washerIf Mr*** would like to exchange the washer, he may contact me within on or before September 12, at (*** *** In the interim, we will consider this matter closed, pending his response
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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms* *** complaint regarding her water heater Ms***
was authorized to receive comparable a replacement water heater sold by SearsHer replacement unit was installed at no additional cost to her even though the $permit fee was not covered according to the terms of her service contract, which is called the Master Protection Agreement (MPA.) Ms*** was seeking compensation for inconvenience and loss of the use of her covered item, but there are no such provisions in the terms of the MPAIn fact, compensation for nay incidental or consequential losses is specifically excludedHowever, we offered to send her a check for half of the cost she paid for her new service contract or $125.65, and she acceptedThis check was issued on April 5, In light of the aforementioned information, we respectfully ask that this matter be considered closed 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 ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his Refrigerator Upon receipt of Mr*** complaint, we
found that his issue is being addressed via our executive complaint’s department and his case manager is *** *** Ms*** has been in contact with Mr*** via emailAs of the morning of February 28, Ms*** emailed Mr*** a replacement offerAt this point we are waiting for Mr*** to accept and provide Ms*** the model information to process that replacementMs*** contact information is *** *** ** or email at *** Since we have offered to process a replacement and are currently waiting for Mr*** to make his selection we have closed this complaint We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
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,
Robert M***
Revdex.com:
Well that is great that I got a refundIsn t that standardI mean come on reallyLike I am not going to get a refund! This is exactly my problemThey dont give a hoot that my order was cancelled by an online department that has no idea what they are doing and the grief that it has caused me and my wife by trying to get answersI will take my business else where from now on.
Sincerely,
Joe M***
Initial Business Response /* (1000, 5, 2015/09/24) */
Contact Name and Title: ***
Contact Email: ***@searshc.com
September 24,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL XXXXX
Re: *** # XXXXXXXX
Dear
Ms.***
We have completed the investigation of Mr***'s complaint regarding service on his air conditioner
It is unfortunate that we failed Mr***'s expectations when he called Sears for service on his air conditionerWe value Mr***'s patronage, and can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review, so future problems of this nature can be avertedOur service records indicate that the repairs for the air conditioner were completed on September 21, and it is now testing as okayAs a one-time customer courtesy, we have processed a $gift card for any inconveniences that Mr*** may have experiencedThe gift card will be received in 7-business days to the address listed on this complaintThat being said, because Mr***'s air conditioner has been repaired, we respectfully request this complaint be 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,
***
Regulatory Claims Specialist
XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My main complaint still stands, the local coshocton ohio Sears, did nothing to help, and did not call me as promisedthey simply did not want to live up to the service agreement THEY sold mealso Sears uses A&E service which also would not help meI think they use the long wait times (mine was hours minutes, the disconnected plus other long waits, waiting to talk to them) on the phone to discourage complaintsi talked with people total and not one called me with any help or solutionthe AC unit was returned to us yesterday, after weeks of waiting and callingthey response I got from from their Regulatory Claims Specialist said the AC unit was repaired and returnedat that time she was wrong, I emailed her back with the correct information, and she has stopped emailing meThere seems to be a standard disturbing trend at the sears companyas a ex deputy and year service technician for motorola, I find their action totally not believable
Final Business Response /* (4000, 9, 2015/10/08) */
Contact Name and Title: ***
Contact Email: ***@searshc.com
October 8,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL XXXXX
Re: *** *** # XXXXXXXX
Dear Ms.***
We have completed the investigation of Mr***'s rebuttal regarding service on his air conditioner
We have received Mr***'s rebuttal and have agreed to exchange his air conditionerOur offices have been in contact with Mr*** who is unfortunately experiencing health problems and needs additional time to search for an exchange unitWe have agreed to assist him once he feels better and exchange the unitThat being said, because we are in the process of exchanging Mr***'s air conditioner, we have closed our file
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 Claims Specialist
XXX-XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 11, 2015/10/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the Sears holding company has agreed to replace the air conditioner and also sent me a gift cardi appreciate the way they handled iti still think the local Sears store in coshocton, and the A&E service are very poor in their lack of communication and failed to do what they promisedthey should really look into the practices of A&Ethere are hundreds of complaints on the web directed to themthe big thing is the fail to follow thru and the phone throttle system they use to slow down complaints
Thanks for your help Revdex.com !