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,
*** ***
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his request for repair or
replacement of his lawn mower. Unfortunately, many issues that a customer may experience with a lawn mower or any other piece of lawn and garden equipment are caused by the way the item is used or something the customer has neglected to do in regard to maintenance. Issues caused by neglect or customer misuse may result regardless of whether a customer has used their item for five minutes or five years. Therefore, in nearly all instances involving lawn and garden equipment it is our policy to have a certified Sears technician confirm the cause for failure before determining whether the repair will be covered by the manufacturer’s warranty. In Mr*** case, it was determined that the poor performance of his lawn mower was the result of using a weak or improper fuel mixture, or improper fuel maintenance. Therefore, the symptoms exhibited by the lawnmower were not due to a manufacturer’s defect, and per page one of the warranty statement provided with his lawn mower the repair could not be covered by the manufacturer. While we empathize with Mr*** situation, our decision is appropriate and relative to the terms of the manufacturer’s warranty. As such, we have closed our file regarding this matter 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: ***
I am rejecting this response because: While I respect what Ms*** had to say I know that she is not a counter-top installer and was not present during this installation process I am not willing to accept the poor quality and insufficient workmanship supplied She alluded to the fact that they had attempted to rectify the problem numerous times Yes there have been numerous hours logged in on this install I am at the point where I am considering obtaining a *** to as my contract and see just how much of the contract was met As I have stated before I am a disabled veteran and a senior citizen and I feel that I payed a lot of money for a service I did not rightly receive
Sincerely,
*** ***
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding his recent online order experience
and request to receive his refund in a different form of payment It is unfortunate if Mr*** feels we failed his expectations we he decided to return the product for a refundAfter reviewing the notes in the order, we found that Sears Online had already issued a refund of $back to the pin debit account ending in *** on January 19, For Mr* *** records the return receipt number is ***It should be noted that all refunds are issued in the same form as the original method of paymentIf Mr* *** bank is no longer in business or has closed then he will need to contact the bank regarding his refundIf Mr*** has a zero balance or is caught up on payments with the bank or financial institution he used then he can request that the bank issue him a check for the remaining balance he has left with that bankSince we have issued the refund to the debit card he used at the time of purchase, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am rejecting this response because: Sears HC and *** CMS may have closed the complaint but it's NOT closed as far as I am are concerned*** is in the business of denying claims and limiting litigation, but they did not succeed it this matterI will write Edward S***, CEO and let him know how Sears customers are being treated before a suit is filedHopefully he will be more reasonable than incompetent low level employees of *** and Sears Holding Company.
Sincerely,
Robert ***
May 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** rebuttal for the response we provided in her other
complaintAs clarification we did not “change our mind” on the priceWe acknowledged there was a pricing error and we do not honor pricing errorsIf the item was out-of-stock then we also would not have honored the price if we no longer had itSo in either case, Ms*** would not have received the merchandise for the inaccurate priceWe already apologized that she was told only that the merchandise was out-of-stockIt was, but the other reason her order was canceled was because of the pricing errorSince it was first canceled because there was no stock available, this is the generic type template email she was sentWe do not usually send second emails when we realize it was also canceled because there was an errorOne cancelation notification is generally enoughEveryone she spoke with though, should have realized both reasons and that is why we apologized she was not given this information soonerAt this time, we do not find that Ms*** brought forth any new information in her rebuttal and as such, our response remains unchangedWe are unable to provide any resolutions as we do not honor pricing errors; therefore, we have reclosed our fileWe appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Team Manager, Regulatory Complaints Direct Line: *** Email: ***
January 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer repair
First, we would like to apologize to Mr*** for failing his expectations in regard to his washer repair. Additionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Mr*** complaint to Territory Manager *** *** for review. While Mr*** was responsible for the cost of repairing his washer, due to the confusion regarding what parts should have been installed, Mr*** agreed to refund Mr*** in full Accordingly, a refund request for $was submitted on January 25, 2016. Mr*** should see a credit post to his *** *** account ending in *** within the next week. In summary, since we have completed the repair to Mr*** washer, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:I have not been able to use for months since purchase and it is still not fixedI should be be reimbursed for the assembly fee for time and troubleAlso, I still need to have this treadmill fixed.
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the apology and appreciate the fact that my Master Protection Plan has been extendedHowever, I do hope the business take care of the future problems at the lowest level possibleMy concern was not addressed even
when I contacted the corporate customer service levelMy concern was finally brought to company's attention only after I filed a complaint through Revdex.comSears should put itself in customer's shoe and tailor the operation to accommodate its customersNo one wants to wait more than a month to have their refrigerator repairedEspecially when the coverage was purchased
July 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to our previous response It appears that the service unit has been dealing with two people in regard to the refrigerator in question. The mother advises that the refrigerator is working properly, but the daughter is insistent that the unit is making noises. At this time, it is our understanding that the daughter is scheduling another appointment with authorized service provider, Serviceline to look into the noise issue. Although Serviceline is handling the upcoming repair, *** *** with unit *** has provided her with a local contact number in case she has any further concerns or issues. In the interim, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
June 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945*** - Peggy & Edwin ***
Dear Ms***:
We have completed the investigation of Mrs*** *omplaint regarding her dissatisfaction that a part for her microwave
is no longer available
We would first like to note that Mrs*** microwave is two years old and not covered under any manufacturer's warranty or from what we can see, a Sears' service contractWith that said, we have verified that the part in question is not available, and while we understand that Mrs*** finds this frustrating, the fact remains that Sears did not manufacture her microwave, LG Electronics did, and we have no control over the availability of parts from any given manufacturerWe did see that other parts for the microwave such as the handle are still availableIt appears that the door is an exceptionWe want to point out that the parts in question are not hindering the functionality of Mrs***s microwave; it is purely a cosmetic issue
Mrs*** has asked for a refund, but our return policy is only valid for ninety days from the date of purchaseThat said, we appreciate Mrs***s patronage and we are willing to send her a door handle free of charge as a courtesyAs an alternative, if Mrs*** is interested in purchasing a new microwave form Sears, we would be willing to discount the cost by 20% off of the lowest priceThis would apply on top of current sales promotions, but would not be not valid on floor model, clearance, close out, previously used or outlet merchandiseThis offer is valid for days from the date of this letter; after that, it will be null and voidSince we are unable to grant Mrs***s request due to the aforementioned information, but we have provided other alternatives as a gesture of goodwill, we respectfully ask that this matter be considered closed
We apologize to Mrs*** 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
(512) ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a *** dishwasher purchased from Sears ** *** ***
General Manager of the Sears in Freehold, provided the following response: We would first like to apologize for the inconvenience *** *** has encounteredWe have processed a refund referenced back to Salescheck ***,a copy of which has been provided with this correspondenceIf I can be of any assistance to *** *** I invite her to contact me at ***That said we ask that this complaint be closedWe apologize to *** *** 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 ***
October 4,
*** *** Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr*** rebuttal regarding the repair of his tractor and the customer service provided
We have Mr***’s rebuttal and he has requested that his case remains open until the service is completedAs previously stated, the part our technician is on back order from the manufacturer which has delayed the repairOn September 28, we reached out to our Parts Management Team to research the part from an alternative distributor and the part was foundWe re-ordered the part on September 29, and we notified Mr*** that the part is expected to arrive on October 13, Mr*** was instructed to contact us when he receives the part and we will schedule service accordingly
Although Mr*** would prefer us to keep his case open until the service call is completed, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr*** has our written commitment to repair his tractorIf our technician deems the unit non repairable, or if there are any further delays with the part order, then we will authorize up to $1,towards a replacement tractor from Sears as per the terms of his agreementTherefore, we feel that keeping this case open during the interim is unwarrantedIf Mr*** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time
We apologize again 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
HiI didn't realize I was supposed to respond to an email about the response from sears and I just received another email saying the case closed and it will say resolved but I am dissatisfied. I would please like to change that to say that I am satisfied because I was very happy with the way it was resolvedI want to thank you also for all your help as well because you are the reason it was resolvedThank you Cami
Sincerely,
Cami D***
December 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have reviewed *** *** rebuttal complaint to the previous response provided and his request for compensationWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed *** *** expectationsWe have reached out to our Shop Your Way Rewards contact regarding the $refund to his account to ensure this was processedWhile Sears does not offer compensation, as a gesture of goodwill we will have an additional $added to his Shop Your Way Rewards account for a total of $*** *** can expect to show this amount posted to his account no later than January 8, In the interim, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
December 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding
his dryer It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his dryerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we reviewed the notes in our service system regarding his dryer repair. Mr*** called for service on December 5, 2016, and a Sears technician examined the dryer on December 12, 2016, and he subsequently ordered a motor and heater assembly. The local service unit confirmed that the technician returned to Mr*** home on December 19, 2016, to install the parts and complete the repair. While we understand that Mr*** requested a replacement, the manufacturer’s warranty provides for the repair of the dryerA replacement would only be granted if it was determined that the dryer could not be repaired or there have been an excessive number of repairs during the warranty period In Mr*** case, the dryer was repairable and this was the first repair, so a replacement was not offered. With that said, since we have completed the repair to Mr*** dryer, albeit later than expected, and we have documented his concerns with the repair process, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Contact Name and Title: MELISSA ***
September 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Rhonda *** - #
Dear Ms***:
We have
completed our investigation Ms***'s complaint regarding her dissatisfaction with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms***'s concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms***'s complaint, so that future problems can be avertedUpon receiving Ms***'s complaint, Alicia with unit *** contacted our Routing Department to see if sooner service was availableShe was given a date of September 11, Alicia immediately offered September 11th to Ms***, but Ms*** decided to keep the September 15th appointment
On September 15, 2015, the technician returned to Ms***'s home and examined the washerHe found a penny and a washer lodged in the pumpAfter removing the debris from the pump, he tested the washer several times and found the unit to be operating properlyWith that said, since we have completed the repair to Ms***'s washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Karen ***#*** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding Sears Home Services and repairs to her washerHunt Rogers, Sears Home
Services, District Service Manager provided the following response: After reviewing Ms***’ complaint, I authorized her washer for replacementAll Ms*** needs to do is go to her local Sears store and advise her sales associate that her washer was approved for replacementThe sales associate will assist Ms*** in selecting a replacement washer and scheduling the delivery of the new unit and haul away of the old unitSince we have approved Ms***’ washer for replacement, 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
October 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with a
recent online chat experience It is unfortunate that we failed Mr*** expectations when he recently chatted with a sears.com agentWe value his patronage and can understand his frustration with the events he detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for review. We feel it is also important to clarify that the Sears website provides the following definition for new versus reconditioned items: New: Product can be still in a box or new product out of a box that was returnedProduct has never been installed in a customer’s home and may have some cosmetic damageNew product warranty still applies Reconditioned: Product is a classification for all product other than new in a boxThis may include returned product that has been checked out and repaired, floor models or product out of its original boxAny of these items may be missing manuals or other accessoriesAll of these factors play into the level of discount the product is offered atReconditioned: New product that was returned, has been tested and repaired if necessary, to meet 'like new' mechanical specificationsProduct may have some cosmetic damageNew product warranty still applies and you will note that all Sears Outlet products then become Sears Outlet Certified At this time, we can only suggest that our agent was referring to the latter portion of the reconditioned description or making a direct reference to the actual condition or reason the specific oven Mr*** was interested in purchasing was listed as reconditioned, since this information is typically available to our agents and store personnel. We apologize if the chat session Mr*** engaged in failed to meet his expectations, and we do compile feedback such as his so that we may improve our online services. Since we have noted Mr*** comments and no further resolution is justified in response to this issue, we have closed our file regarding this matter 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 *** *** *** ***
September 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Danette F* - # *** Dear *** *** We have completed the investigation of MsF* complaint regarding her television and her request to
receive a refund for the unit and to have the unit replaced under her Master Protection Agreement (MPA) Upon receipt of MsF* complaint, we reviewed our Point-of-Sale system and our service system to see whether MsF* qualifies for either a refund or a replacementOur records show that MsF* purchased the television on November 24, 2013, along with a Master Protection Agreement (MPA). Per Sears’ Return Policy, MsF* television could only have been returned for a refund within days of purchase. Now that nearly four years have lapsed since the television was purchased, a refund is not an option. Furthermore, since purchasing the agreement, MsF* has only had one qualifying repair. On September 5, 2017, under service order *** a new panel was installed in MsF* television While we understand that MsF* is frustrated because the repair took longer than expected, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three or more 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(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 last product failure…” As we stated previously, MsF* television has only had one qualifying repair to date. While neither a refund nor a replacement is an option for MsF*, we have processed a one-year extension to her MPA coverage as a goodwill gesture; the agreement now expired on December 9, 2019. With that said, since we have completed the repair to MsF* television in accordance with the terms of her MPA and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to MsF* and we appreciate the opportunity to address this matter. Sincerely, Melissa L*** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his request for repair or
replacement of his lawn mower. Unfortunately, many issues that a customer may experience with a lawn mower or any other piece of lawn and garden equipment are caused by the way the item is used or something the customer has neglected to do in regard to maintenance. Issues caused by neglect or customer misuse may result regardless of whether a customer has used their item for five minutes or five years. Therefore, in nearly all instances involving lawn and garden equipment it is our policy to have a certified Sears technician confirm the cause for failure before determining whether the repair will be covered by the manufacturer’s warranty. In Mr*** case, it was determined that the poor performance of his lawn mower was the result of using a weak or improper fuel mixture, or improper fuel maintenance. Therefore, the symptoms exhibited by the lawnmower were not due to a manufacturer’s defect, and per page one of the warranty statement provided with his lawn mower the repair could not be covered by the manufacturer. While we empathize with Mr*** situation, our decision is appropriate and relative to the terms of the manufacturer’s warranty. As such, we have closed our file regarding this matter 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: ***
s my contract and see just how much of the contract was met As I have stated before I am a disabled veteran and a senior citizen and I feel that I payed a lot of money for a service I did not rightly receive
I am rejecting this response because: While I respect what Ms*** had to say I know that she is not a counter-top installer and was not present during this installation process I am not willing to accept the poor quality and insufficient workmanship supplied She alluded to the fact that they had attempted to rectify the problem numerous times Yes there have been numerous hours logged in on this install I am at the point where I am considering obtaining a *** to a
Sincerely,
*** ***
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding his recent online order experience
and request to receive his refund in a different form of payment It is unfortunate if Mr*** feels we failed his expectations we he decided to return the product for a refundAfter reviewing the notes in the order, we found that Sears Online had already issued a refund of $back to the pin debit account ending in *** on January 19, For Mr* *** records the return receipt number is ***It should be noted that all refunds are issued in the same form as the original method of paymentIf Mr* *** bank is no longer in business or has closed then he will need to contact the bank regarding his refundIf Mr*** has a zero balance or is caught up on payments with the bank or financial institution he used then he can request that the bank issue him a check for the remaining balance he has left with that bankSince we have issued the refund to the debit card he used at the time of purchase, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am rejecting this response because: Sears HC and *** CMS may have closed the complaint but it's NOT closed as far as I am are concerned*** is in the business of denying claims and limiting litigation, but they did not succeed it this matterI will write Edward S***, CEO and let him know how Sears customers are being treated before a suit is filedHopefully he will be more reasonable than incompetent low level employees of *** and Sears Holding Company.
Sincerely,
Robert ***
May 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** rebuttal for the response we provided in her other
complaintAs clarification we did not “change our mind” on the priceWe acknowledged there was a pricing error and we do not honor pricing errorsIf the item was out-of-stock then we also would not have honored the price if we no longer had itSo in either case, Ms*** would not have received the merchandise for the inaccurate priceWe already apologized that she was told only that the merchandise was out-of-stockIt was, but the other reason her order was canceled was because of the pricing errorSince it was first canceled because there was no stock available, this is the generic type template email she was sentWe do not usually send second emails when we realize it was also canceled because there was an errorOne cancelation notification is generally enoughEveryone she spoke with though, should have realized both reasons and that is why we apologized she was not given this information soonerAt this time, we do not find that Ms*** brought forth any new information in her rebuttal and as such, our response remains unchangedWe are unable to provide any resolutions as we do not honor pricing errors; therefore, we have reclosed our fileWe appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Team Manager, Regulatory Complaints Direct Line: *** Email: ***
January 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer repair
First, we would like to apologize to Mr*** for failing his expectations in regard to his washer repair. Additionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Mr*** complaint to Territory Manager *** *** for review. While Mr*** was responsible for the cost of repairing his washer, due to the confusion regarding what parts should have been installed, Mr*** agreed to refund Mr*** in full Accordingly, a refund request for $was submitted on January 25, 2016. Mr*** should see a credit post to his *** *** account ending in *** within the next week. In summary, since we have completed the repair to Mr*** washer, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:I have not been able to use for months since purchase and it is still not fixedI should be be reimbursed for the assembly fee for time and troubleAlso, I still need to have this treadmill fixed.
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the apology and appreciate the fact that my Master Protection Plan has been extendedHowever, I do hope the business take care of the future problems at the lowest level possibleMy concern was not addressed even
when I contacted the corporate customer service levelMy concern was finally brought to company's attention only after I filed a complaint through Revdex.comSears should put itself in customer's shoe and tailor the operation to accommodate its customersNo one wants to wait more than a month to have their refrigerator repairedEspecially when the coverage was purchased
July 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to our previous response It appears that the service unit has been dealing with two people in regard to the refrigerator in question. The mother advises that the refrigerator is working properly, but the daughter is insistent that the unit is making noises. At this time, it is our understanding that the daughter is scheduling another appointment with authorized service provider, Serviceline to look into the noise issue. Although Serviceline is handling the upcoming repair, *** *** with unit *** has provided her with a local contact number in case she has any further concerns or issues. In the interim, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
June 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945*** - Peggy & Edwin ***
Dear Ms***:
We have completed the investigation of Mrs*** *omplaint regarding her dissatisfaction that a part for her microwave
is no longer available
We would first like to note that Mrs*** microwave is two years old and not covered under any manufacturer's warranty or from what we can see, a Sears' service contractWith that said, we have verified that the part in question is not available, and while we understand that Mrs*** finds this frustrating, the fact remains that Sears did not manufacture her microwave, LG Electronics did, and we have no control over the availability of parts from any given manufacturerWe did see that other parts for the microwave such as the handle are still availableIt appears that the door is an exceptionWe want to point out that the parts in question are not hindering the functionality of Mrs***s microwave; it is purely a cosmetic issue
Mrs*** has asked for a refund, but our return policy is only valid for ninety days from the date of purchaseThat said, we appreciate Mrs***s patronage and we are willing to send her a door handle free of charge as a courtesyAs an alternative, if Mrs*** is interested in purchasing a new microwave form Sears, we would be willing to discount the cost by 20% off of the lowest priceThis would apply on top of current sales promotions, but would not be not valid on floor model, clearance, close out, previously used or outlet merchandiseThis offer is valid for days from the date of this letter; after that, it will be null and voidSince we are unable to grant Mrs***s request due to the aforementioned information, but we have provided other alternatives as a gesture of goodwill, we respectfully ask that this matter be considered closed
We apologize to Mrs*** 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
(512) ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a *** dishwasher purchased from Sears ** *** ***
General Manager of the Sears in Freehold, provided the following response: We would first like to apologize for the inconvenience *** *** has encounteredWe have processed a refund referenced back to Salescheck ***,a copy of which has been provided with this correspondenceIf I can be of any assistance to *** *** I invite her to contact me at ***That said we ask that this complaint be closedWe apologize to *** *** 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 ***
October 4,
*** *** Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr*** rebuttal regarding the repair of his tractor and the customer service provided
We have Mr***’s rebuttal and he has requested that his case remains open until the service is completedAs previously stated, the part our technician is on back order from the manufacturer which has delayed the repairOn September 28, we reached out to our Parts Management Team to research the part from an alternative distributor and the part was foundWe re-ordered the part on September 29, and we notified Mr*** that the part is expected to arrive on October 13, Mr*** was instructed to contact us when he receives the part and we will schedule service accordingly
Although Mr*** would prefer us to keep his case open until the service call is completed, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr*** has our written commitment to repair his tractorIf our technician deems the unit non repairable, or if there are any further delays with the part order, then we will authorize up to $1,towards a replacement tractor from Sears as per the terms of his agreementTherefore, we feel that keeping this case open during the interim is unwarrantedIf Mr*** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time
We apologize again 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
HiI didn't realize I was supposed to respond to an email about the response from sears and I just received another email saying the case closed and it will say resolved but I am dissatisfied. I would please like to change that to say that I am satisfied because I was very happy with the way it was resolvedI want to thank you also for all your help as well because you are the reason it was resolvedThank you Cami
Sincerely,
Cami D***
December 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have reviewed *** *** rebuttal complaint to the previous response provided and his request for compensationWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed *** *** expectationsWe have reached out to our Shop Your Way Rewards contact regarding the $refund to his account to ensure this was processedWhile Sears does not offer compensation, as a gesture of goodwill we will have an additional $added to his Shop Your Way Rewards account for a total of $*** *** can expect to show this amount posted to his account no later than January 8, In the interim, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
December 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding
his dryer It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his dryerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we reviewed the notes in our service system regarding his dryer repair. Mr*** called for service on December 5, 2016, and a Sears technician examined the dryer on December 12, 2016, and he subsequently ordered a motor and heater assembly. The local service unit confirmed that the technician returned to Mr*** home on December 19, 2016, to install the parts and complete the repair. While we understand that Mr*** requested a replacement, the manufacturer’s warranty provides for the repair of the dryerA replacement would only be granted if it was determined that the dryer could not be repaired or there have been an excessive number of repairs during the warranty period In Mr*** case, the dryer was repairable and this was the first repair, so a replacement was not offered. With that said, since we have completed the repair to Mr*** dryer, albeit later than expected, and we have documented his concerns with the repair process, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Contact Name and Title: MELISSA ***
September 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Rhonda *** - #
Dear Ms***:
We have
completed our investigation Ms***'s complaint regarding her dissatisfaction with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms***'s concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms***'s complaint, so that future problems can be avertedUpon receiving Ms***'s complaint, Alicia with unit *** contacted our Routing Department to see if sooner service was availableShe was given a date of September 11, Alicia immediately offered September 11th to Ms***, but Ms*** decided to keep the September 15th appointment
On September 15, 2015, the technician returned to Ms***'s home and examined the washerHe found a penny and a washer lodged in the pumpAfter removing the debris from the pump, he tested the washer several times and found the unit to be operating properlyWith that said, since we have completed the repair to Ms***'s washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Karen ***#*** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding Sears Home Services and repairs to her washerHunt Rogers, Sears Home
Services, District Service Manager provided the following response: After reviewing Ms***’ complaint, I authorized her washer for replacementAll Ms*** needs to do is go to her local Sears store and advise her sales associate that her washer was approved for replacementThe sales associate will assist Ms*** in selecting a replacement washer and scheduling the delivery of the new unit and haul away of the old unitSince we have approved Ms***’ washer for replacement, 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
October 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with a
recent online chat experience It is unfortunate that we failed Mr*** expectations when he recently chatted with a sears.com agentWe value his patronage and can understand his frustration with the events he detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for review. We feel it is also important to clarify that the Sears website provides the following definition for new versus reconditioned items: New: Product can be still in a box or new product out of a box that was returnedProduct has never been installed in a customer’s home and may have some cosmetic damageNew product warranty still applies Reconditioned: Product is a classification for all product other than new in a boxThis may include returned product that has been checked out and repaired, floor models or product out of its original boxAny of these items may be missing manuals or other accessoriesAll of these factors play into the level of discount the product is offered atReconditioned: New product that was returned, has been tested and repaired if necessary, to meet 'like new' mechanical specificationsProduct may have some cosmetic damageNew product warranty still applies and you will note that all Sears Outlet products then become Sears Outlet Certified At this time, we can only suggest that our agent was referring to the latter portion of the reconditioned description or making a direct reference to the actual condition or reason the specific oven Mr*** was interested in purchasing was listed as reconditioned, since this information is typically available to our agents and store personnel. We apologize if the chat session Mr*** engaged in failed to meet his expectations, and we do compile feedback such as his so that we may improve our online services. Since we have noted Mr*** comments and no further resolution is justified in response to this issue, we have closed our file regarding this matter 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 *** *** *** ***
September 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Danette F
* - # *** Dear *** *** We have completed the investigation of MsF
* complaint regarding her television and her request to
* complaint, we reviewed our Point-of-Sale system and our service system to see whether MsF
* qualifies for either a refund or a replacementOur records show that MsF
* purchased the television on November 24, 2013, along with a Master Protection Agreement (MPA). Per Sears’ Return Policy, MsF
* television could only have been returned for a refund within days of purchase. Now that nearly four years have lapsed since the television was purchased, a refund is not an option. Furthermore, since purchasing the agreement, MsF
* has only had one qualifying repair. On September 5, 2017, under service order *** a new panel was installed in MsF
* television While we understand that MsF
* is frustrated because the repair took longer than expected, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three or more 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(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 last product failure…” As we stated previously, MsF
* television has only had one qualifying repair to date. While neither a refund nor a replacement is an option for MsF
*, we have processed a one-year extension to her MPA coverage as a goodwill gesture; the agreement now expired on December 9, 2019. With that said, since we have completed the repair to MsF
* television in accordance with the terms of her MPA and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to MsF
* and we appreciate the opportunity to address this matter. Sincerely, Melissa L*** Regulatory Complaints Specialist
receive a refund for the unit and to have the unit replaced under her Master Protection Agreement (MPA) Upon receipt of MsF