July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her laundry center and her request for a
replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her laundry center On July 25, 2016, our office was notified by the service unit that a replacement has been authorized for Ms*** for customer satisfaction. Based upon the features of Ms*** current laundry center, it was determined that $1,would provide her with a comparable replacement under her Repair Protection Agreement (RPA. Ms*** is welcome to go to her local Sears today to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, (*** *** to verify the replacement authorization. The new laundry center will be delivered at no charge and the old unit removed. The remaining RPA coverage will transfer to the new laundry center and run concurrently with the manufacturer’s warranty until it’s expiration on May 19, However, the manufacturer’s warranty will continue to run a full year from the date of delivery. With that said, since we are providing Ms*** with a replacement laundry center, 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
July 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9***- Brian ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding his dissatisfaction that dishwasher failed after
installation and the problems he encountered when scheduling a warranty exchange
It is unfortunate that we failed Mr***'s expectations when he recently purchased a dishwasherWe value Mr***'s patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
On June 30, we reached out to Mr*** and offered a warranty exchange on the dishwasherMr*** accepted the offer and we processed the exchange on the dishwasherAccording to our records, the new dishwasher was delivered on July 9, and the installation was completed on July 10, With that being said, since we have addressed the issues brought forth in Mr***'s complaint, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding repairs to his dishwasher*** ***, Sears Home Services, Contractor
Services Manager provided the following response: On Wednesday, December 14, I was advised that repairs to Mr*** dishwasher were completedAfter the installation of the diverter motor, the unit was reassembled, tested and found to be operating as designedIf Mr*** has any further concerns, he can contact me at *** *** *** As a gesture of good faith we have added a month extension to Mr*** Master Protection Agreement which will now be in effect until December 19, That said we ask that this complaint be clsoedWe apologize to Mr*** 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 ***
November 29,
Revdex.com
Attn: Nita *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** Via email: m***@sbcglobal.net
Via email: n***@chicago.Revdex.com.org
Dear Ms***,
This letter serves as response to Ms*** rebuttal letter dated 11/1/regarding the hvac concernsThe only directive action we are able to provide is that we will inspect the unit when the weather becomes warmer as we are unable to determine the problem with the hvac unit due to the cold weather at this timeA safe outside weather temperature for running an air conditioner is well above degrees FahrenheitPlease be advised this is highly recommended by all air conditioning manufacturers and hvac professionals
As stated in my previous letter, I have set a calendar reminder to re-open the file around April-May If it becomes warmer sooner than April, the customer may contact me or the service department to reopen the file and schedule the serviceI sincerely apologize that we can’t do more immediately but the weather is simply not what it needs to beThe service department is 1-800-222-The customer can also contact our administrative assistant at [email protected], we deeply apologize for any delays or inconveniences this may have caused the customer
At this time, our file will remain closed until the weather becomes warmer in the customer’s areaIf you have any questions or concerns, please contact me at 800-222-x ***, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa *** SHIP/HI Regulatory Complaint Specialist
cc: Leslie ***
September 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Amy M*** Dear *** *** We have completed the investigation of MsM*** complaint
regarding the delay she encountered in having her refrigerator diagnosed Immediately upon receiving MsM*** complaint, we sent it over to her local service unit to see if they could schedule a s*er service dateThey were able to move up the date to June 16thUnfortunately, on that date she was given an estimate for repair that was quite extensive, so it was declinedAs an apology for the delay, we would be willing to refund MsM*** for that diagnostic fee of $that was charged to her *** ending in ***She would just need to contact me via email or phone so that I could get the first digits of that digit *** numberWith that, I could research to see if there were any prior refunds provided and if not, I could then process the refund for $MsM*** can contact me at ***searshc.com or call me at *** to provide the requested informationIn the interim, since we were able to expedite repair once we received the complaint, though it turned out to not be so helpful when it was realized how much the repair would be, we have closed our file We apologize to MsM*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Dana S*** Team Manager, Regulatory Complaints Direct Line: *** Email: ***searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
This situation was mishandled locally, yet appropriately managed on the corporate levelIn my opinion Sears has always represented themselves as a company that provided high quality serviceI had the misfortune of experiencing an incident with an independent franchise owner that did not meet my expectationsThis is not an accurate representation of my experience with Sears as a companyHowever, the Sears representatives at the corporate office in Ohio were considerate, professional, knowledgeable, and diligent as they initiated and carried forth a process to rectify this issue without further delayI will not allow this isolated incident to taint my image of the companyUnfortunately mishaps sometimes occurThe Sears corporate representatives have reassured my confidence in Sears as a reputable company that provides quality customer serviceThank you Revdex.com and Sears Ohio corporate office for your time and efforts in resolving this matter in a manner that was sensible and efficient
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction at not having the door for
her *** refrigerator replaced under her Sears Master Protection Agreement (MPA). As clarification, not all calls for service are covered by the Sears MPA service agreementThe terms and conditions are very specific on what is covered and what is notThe MPA Terms and Conditions does list coverage limitations: Section 13c states: Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature In Ms*** case she reported that she cleans her refrigerator with water and a paper towel, the owner’s manual specifically states the doors, handles and cabinet surfaces should be cleaned with a mild detergent and then wiped dry with a soft clothIt continues stating that it is best to polish the exterior once or twice a year There was an exception made for MsH*** in while she was still under the *** manufacture warranty and the refrigerator door was replacedIn another exception was made when our service technician was informed by MsH*** that she uses water and paper towels to clean her refrigeratorWe not only replaced the door due to the rust but we also ordered and gave MsH*** Stainless Steele Bright, a stainless steel appliance cleaner and polish as well as a microfiber cloth to use when cleaning the refrigerator Since we have made two concessions for MsH*** and she was instructed on the proper way to clean her refrigerator in we are unable to make a third concession It is important to take a moment to explain Stainless Steel as it applies to appliances: Stainless Steel is a slightly misleading nameA more accurate description would be Harder to Stain SteelThe largest single component of stainless steel is steelSteel will rustThe chromium in stainless steel when exposed to oxygen in the atmosphere forms a thin invisible layer called chromium oxideThis invisible layer covering the entire surface gives stainless steel its ability to resist stains and rustIf this layer is damaged rust is formed on the surface at the point of that damageThe good news is, with a little cleaning and care the chromium oxide layer is self-healingSears’s research department is having very good results with *** *** *** Soft Cleanser (not the abrasive but the grit free product) to clean and repair rusted stainless steel appliances and grillsBut it will take time and a little elbow grease to restore the refrigerator finish to its original state, depending on how pervasive the rust is Since we have explained why we are unable to honor Ms*** request to replace the refrigerator or the refrigerator door we have closed our case We apologize to MsH*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because:
I called *** advised me to call Sears because they do not have a pickup request and could not schedule the pickup with meShe transferred me to Salina (Sears) at 12:01pmAfter twenty minutes on hold I asked her if she could call me back at a later time when she finished reading the notesShe told me that she will review the notes further and send me an email with the pickup requestThen she asked me why I was returning the tableI stated why and told her that I need to get back to workShe stated that she will not review and will not send me an email due to high call volumeThis is another typical runaround from Sears
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Kubra A** Dear *** *** We have completed our investigation of MsA*** complaint regarding her washer MsA** was assisted by MsBelen J*** from our
customer service department and was authorized for a replacement of the washer under the terms of her Master Protection Agreement (MPA)She has been provided with the necessary information to select a new washerAt this time, since it was our understanding that this resolution met with MsA*** approval, we have closed our file We apologize to MsA** 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, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
April 18,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the quality of the refrigerator
that he was delivered; as well as, the overall customer service he received
It is unfortunate that we failed Mr*** expectations when he recently scheduled a refrigerator deliveryWe value Mr*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We reviewed the delivery and case notes related to Mr*** refrigeratorAccording to the case notes, Mr*** was working with a case manager from our Strategic Member Support teamSince Mr*** reported that the freezer continued to have the same problem after the repair, on March 27, the case manager offered to exchange the refrigerator instead of continuing with a warranty repairMr*** selected to exchange with the same model and it was delivered on April 5, With that being said, since it is our understanding that the replacement refrigerator is a resolution that met with Mr*** approval, 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
*** *** ***
Complaint: ***
I am rejecting this response because:NO ONE HAS TRIED TO CONTACT ME! They have my business number and my cell phone and I have no messages on either
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10987047, and find that this resolution is satisfactory to me
Sincerely,
Cathy **
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,
Pengyi **
May 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problems she encountered when she purchased a new
washer and dryer; and her dissatisfaction with the customer service she received
It is unfortunate that we failed Ms*** expectations when she recently purchased a new washer and dryerWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further
We researched and discovered that the dryer had been exchanged and it was delivered on April 22, However, Ms*** reported the next day that the replacement dryer was not workingOur technician assessed the dryer and found that the prongs on the cord were bentHe repaired the leads and the unit was operationalOur records also indicate that due to the issues Ms*** reported, on April 14, she was offered 250,reward points (equivalent to $250.00) to her Shop Your Way accountMs*** accepted the offer and used the reward points to purchase a new pedestal for her washerWe contacted Ms*** and she confirmed that the replacement dryer is workingWe apologize that the sales associate was not clear with his explanation of the required connection for the dryer; as well as the compatibility of her old pedestal with the new washerFor her inconvenience, we offered her a $refund on the purchase of her pedestalShe accepted the offer and the refund was issued in the same form of payment; 50,reward points to her Shop Your Way Rewards accountWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** 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 North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have not fully completed the investigation of Mr*** rebuttal regarding Sears Home Services and repairs to his home air conditioning systemOn Tuesday, June 7, 2016, Sears Home Improvement Products installed a new system at Mr*** homeThere is a concern with the unit and our local project manager is actively working with our local distributor to secure a replacement unitWe will provide an additional update once the issue has been resolved to Mr*** satisfaction 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 concernsSincerely, *** ***
*** *** *** 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
-----Original Message----- *** *** *** ***
*** *** *** *** *** *** **
***
*** *** ***
*** *** ** *** Good Evening Revdex.com, Please be advised that I have received two checks from Sears Holding Corporation totaling $I couldn’t figure out where to go on the Revdex.com website to follow up under my claimIf I need to do so, please advise me of how to access the claim to document receipt of the checks Thanking you in advance, Rashawn D*** *** *** *** ** ***
***
*** ***
June 30, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction at being asked to provide his
original form of payment when he went to piin the store an item he had purchased online almost a month before. We would like to note that our policy as stated on our website, and on the confirmation emails sent when buying an item online and picking up in the store, does indicate that for pick-up, the consumer would need to bring in the “ready for piemail”, photo ID, and original method of paymentIn the event that the original purchaser would not be the person making the pick-up, then the purchaser has to select in advance that someone else will be picking up the order; at that time a mobile number or email address has to be providedSo a designated piperson would not be required to have the original form of payment, but they would have to have the email sent to them as the designated piperson and a valid ID In Mr*** case, it is our understanding that he was not sas a designated piperson and was instead the actual purchaserHe admits in his Revdex.com complaint that he only came to the store with of the required items, so the store would have been within their rights to deny a pisince the requirements were not fulfilledAccordingly, that would mean that they have nothing to apologize for if they were just applying that policySince we have explained why the form of payment was asked for, 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***
January 11, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent order Unfortunately,
it appears that there was an inadvertent error made on our website that was causing the product description and pricing for a different item to be switched for this modelThe features shown are for model *** and the correct pricing for that day would have been $with the Friends and Family promotional discount applied The fact is that while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, then we attempt to email the customer as soon as possible, and either cancel the order or notify the store of pick up that these prices were errors and will not be honored If the item was never ordered because the price was showing correctly in the basket and the consumer chose not to purchase the item for the correct price, then all requests to honor the incorrect price would not be granted. In this case, the error was not discovered until nowWe have notified our site engineers and it is the process of being corrected We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Mr*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: Disclaimer“IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” In accordance then with that disclaimer and our posted policies, we are unable to honor MrLavac’s’ request to purchase item *** for the price of item ***Mr*** has been made whole by the issuance of his refundDespite this fact, we are willing to provide Mr*** with item *** (the model with the 5th burner he wanted) for the $Friends & Family price sold for the day he placed his order plus an additional 10% discount (selling price $1308.14) and free delivery if he is still in need of a range as a gesture of goodwillShould Mr*** wish to accept our offer, I may be reached via email during business hours at *** within days from the date of this letter; after that, it will be null and void In closure, 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*** ***Email: ***Tell us why here
January 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order and
non-receipt of the item she ordered *** *** Operations Manager for Kmart Unit *** provided the following response: After researching the complaint filed, we contacted *** *** to address her concerns*** *** was dissatisfied with the process of funds being held prior to receiving the merchandise orderedAdditionally, the money was not released as soon as the order was cancelledWe apologized again for any inconvenience she experienced with this order*** *** was able to confirm that she did receive the refundWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted her concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** *** *** Sears Holdings Corporation
Complaint: ***
I am rejecting this response because: I spoke with the agent directly and they are not willing to budge
Sincerely,
Samuel ***
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her laundry center and her request for a
replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her laundry center On July 25, 2016, our office was notified by the service unit that a replacement has been authorized for Ms*** for customer satisfaction. Based upon the features of Ms*** current laundry center, it was determined that $1,would provide her with a comparable replacement under her Repair Protection Agreement (RPA. Ms*** is welcome to go to her local Sears today to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, (*** *** to verify the replacement authorization. The new laundry center will be delivered at no charge and the old unit removed. The remaining RPA coverage will transfer to the new laundry center and run concurrently with the manufacturer’s warranty until it’s expiration on May 19, However, the manufacturer’s warranty will continue to run a full year from the date of delivery. With that said, since we are providing Ms*** with a replacement laundry center, 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
July 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9***- Brian ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding his dissatisfaction that dishwasher failed after
installation and the problems he encountered when scheduling a warranty exchange
It is unfortunate that we failed Mr***'s expectations when he recently purchased a dishwasherWe value Mr***'s patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
On June 30, we reached out to Mr*** and offered a warranty exchange on the dishwasherMr*** accepted the offer and we processed the exchange on the dishwasherAccording to our records, the new dishwasher was delivered on July 9, and the installation was completed on July 10, With that being said, since we have addressed the issues brought forth in Mr***'s complaint, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding repairs to his dishwasher*** ***, Sears Home Services, Contractor
Services Manager provided the following response: On Wednesday, December 14, I was advised that repairs to Mr*** dishwasher were completedAfter the installation of the diverter motor, the unit was reassembled, tested and found to be operating as designedIf Mr*** has any further concerns, he can contact me at *** *** *** As a gesture of good faith we have added a month extension to Mr*** Master Protection Agreement which will now be in effect until December 19, That said we ask that this complaint be clsoedWe apologize to Mr*** 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 ***
November 29,
Revdex.com
Attn: Nita *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** Via email: m***@sbcglobal.net
Via email: n***@chicago.Revdex.com.org
Dear Ms***,
This letter serves as response to Ms*** rebuttal letter dated 11/1/regarding the hvac concernsThe only directive action we are able to provide is that we will inspect the unit when the weather becomes warmer as we are unable to determine the problem with the hvac unit due to the cold weather at this timeA safe outside weather temperature for running an air conditioner is well above degrees FahrenheitPlease be advised this is highly recommended by all air conditioning manufacturers and hvac professionals
As stated in my previous letter, I have set a calendar reminder to re-open the file around April-May If it becomes warmer sooner than April, the customer may contact me or the service department to reopen the file and schedule the serviceI sincerely apologize that we can’t do more immediately but the weather is simply not what it needs to beThe service department is 1-800-222-The customer can also contact our administrative assistant at [email protected], we deeply apologize for any delays or inconveniences this may have caused the customer
At this time, our file will remain closed until the weather becomes warmer in the customer’s areaIf you have any questions or concerns, please contact me at 800-222-x ***, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa *** SHIP/HI Regulatory Complaint Specialist
cc: Leslie ***
September 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Amy M*** Dear *** *** We have completed the investigation of MsM*** complaint
*er service dateThey were able to move up the date to June 16thUnfortunately, on that date she was given an estimate for repair that was quite extensive, so it was declinedAs an apology for the delay, we would be willing to refund MsM*** for that diagnostic fee of $that was charged to her *** ending in ***She would just need to contact me via email or phone so that I could get the first digits of that digit *** numberWith that, I could research to see if there were any prior refunds provided and if not, I could then process the refund for $MsM*** can contact me at ***searshc.com or call me at *** to provide the requested informationIn the interim, since we were able to expedite repair once we received the complaint, though it turned out to not be so helpful when it was realized how much the repair would be, we have closed our file We apologize to MsM*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Dana S*** Team Manager, Regulatory Complaints Direct Line: *** Email: ***searshc.com
regarding the delay she encountered in having her refrigerator diagnosed Immediately upon receiving MsM*** complaint, we sent it over to her local service unit to see if they could schedule a s
(The consumer indicated he/she ACCEPTED the response from the business.)
This situation was mishandled locally, yet appropriately managed on the corporate levelIn my opinion Sears has always represented themselves as a company that provided high quality serviceI had the misfortune of experiencing an incident with an independent franchise owner that did not meet my expectationsThis is not an accurate representation of my experience with Sears as a companyHowever, the Sears representatives at the corporate office in Ohio were considerate, professional, knowledgeable, and diligent as they initiated and carried forth a process to rectify this issue without further delayI will not allow this isolated incident to taint my image of the companyUnfortunately mishaps sometimes occurThe Sears corporate representatives have reassured my confidence in Sears as a reputable company that provides quality customer serviceThank you Revdex.com and Sears Ohio corporate office for your time and efforts in resolving this matter in a manner that was sensible and efficient
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction at not having the door for
her *** refrigerator replaced under her Sears Master Protection Agreement (MPA). As clarification, not all calls for service are covered by the Sears MPA service agreementThe terms and conditions are very specific on what is covered and what is notThe MPA Terms and Conditions does list coverage limitations: Section 13c states: Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature In Ms*** case she reported that she cleans her refrigerator with water and a paper towel, the owner’s manual specifically states the doors, handles and cabinet surfaces should be cleaned with a mild detergent and then wiped dry with a soft clothIt continues stating that it is best to polish the exterior once or twice a year There was an exception made for MsH*** in while she was still under the *** manufacture warranty and the refrigerator door was replacedIn another exception was made when our service technician was informed by MsH*** that she uses water and paper towels to clean her refrigeratorWe not only replaced the door due to the rust but we also ordered and gave MsH*** Stainless Steele Bright, a stainless steel appliance cleaner and polish as well as a microfiber cloth to use when cleaning the refrigerator Since we have made two concessions for MsH*** and she was instructed on the proper way to clean her refrigerator in we are unable to make a third concession It is important to take a moment to explain Stainless Steel as it applies to appliances: Stainless Steel is a slightly misleading nameA more accurate description would be Harder to Stain SteelThe largest single component of stainless steel is steelSteel will rustThe chromium in stainless steel when exposed to oxygen in the atmosphere forms a thin invisible layer called chromium oxideThis invisible layer covering the entire surface gives stainless steel its ability to resist stains and rustIf this layer is damaged rust is formed on the surface at the point of that damageThe good news is, with a little cleaning and care the chromium oxide layer is self-healingSears’s research department is having very good results with *** *** *** Soft Cleanser (not the abrasive but the grit free product) to clean and repair rusted stainless steel appliances and grillsBut it will take time and a little elbow grease to restore the refrigerator finish to its original state, depending on how pervasive the rust is Since we have explained why we are unable to honor Ms*** request to replace the refrigerator or the refrigerator door we have closed our case We apologize to MsH*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because:
I called *** advised me to call Sears because they do not have a pickup request and could not schedule the pickup with meShe transferred me to Salina (Sears) at 12:01pmAfter twenty minutes on hold I asked her if she could call me back at a later time when she finished reading the notesShe told me that she will review the notes further and send me an email with the pickup requestThen she asked me why I was returning the tableI stated why and told her that I need to get back to workShe stated that she will not review and will not send me an email due to high call volumeThis is another typical runaround from Sears
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Kubra A** Dear *** *** We have completed our investigation of MsA*** complaint regarding her washer MsA** was assisted by MsBelen J*** from our
customer service department and was authorized for a replacement of the washer under the terms of her Master Protection Agreement (MPA)She has been provided with the necessary information to select a new washerAt this time, since it was our understanding that this resolution met with MsA*** approval, we have closed our file We apologize to MsA** 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, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
April 18,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the quality of the refrigerator
that he was delivered; as well as, the overall customer service he received
It is unfortunate that we failed Mr*** expectations when he recently scheduled a refrigerator deliveryWe value Mr*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We reviewed the delivery and case notes related to Mr*** refrigeratorAccording to the case notes, Mr*** was working with a case manager from our Strategic Member Support teamSince Mr*** reported that the freezer continued to have the same problem after the repair, on March 27, the case manager offered to exchange the refrigerator instead of continuing with a warranty repairMr*** selected to exchange with the same model and it was delivered on April 5, With that being said, since it is our understanding that the replacement refrigerator is a resolution that met with Mr*** approval, 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
*** *** ***
Complaint: ***
I am rejecting this response because:NO ONE HAS TRIED TO CONTACT ME! They have my business number and my cell phone and I have no messages on either
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10987047, and find that this resolution is satisfactory to me
Sincerely,
Cathy **
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,
Pengyi **
May 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problems she encountered when she purchased a new
washer and dryer; and her dissatisfaction with the customer service she received
It is unfortunate that we failed Ms*** expectations when she recently purchased a new washer and dryerWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further
We researched and discovered that the dryer had been exchanged and it was delivered on April 22, However, Ms*** reported the next day that the replacement dryer was not workingOur technician assessed the dryer and found that the prongs on the cord were bentHe repaired the leads and the unit was operationalOur records also indicate that due to the issues Ms*** reported, on April 14, she was offered 250,reward points (equivalent to $250.00) to her Shop Your Way accountMs*** accepted the offer and used the reward points to purchase a new pedestal for her washerWe contacted Ms*** and she confirmed that the replacement dryer is workingWe apologize that the sales associate was not clear with his explanation of the required connection for the dryer; as well as the compatibility of her old pedestal with the new washerFor her inconvenience, we offered her a $refund on the purchase of her pedestalShe accepted the offer and the refund was issued in the same form of payment; 50,reward points to her Shop Your Way Rewards accountWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** 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 North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have not fully completed the investigation of Mr*** rebuttal regarding Sears Home Services and repairs to his home air conditioning systemOn Tuesday, June 7, 2016, Sears Home Improvement Products installed a new system at Mr*** homeThere is a concern with the unit and our local project manager is actively working with our local distributor to secure a replacement unitWe will provide an additional update once the issue has been resolved to Mr*** satisfaction 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 concernsSincerely, *** ***
*** *** *** 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
-----Original Message----- *** *** *** ***
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*** *** ** *** Good Evening Revdex.com, Please be advised that I have received two checks from Sears Holding Corporation totaling $I couldn’t figure out where to go on the Revdex.com website to follow up under my claimIf I need to do so, please advise me of how to access the claim to document receipt of the checks Thanking you in advance, Rashawn D*** *** *** *** ** ***
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June 30, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction at being asked to provide his
original form of payment when he went to piin the store an item he had purchased online almost a month before. We would like to note that our policy as stated on our website, and on the confirmation emails sent when buying an item online and picking up in the store, does indicate that for pick-up, the consumer would need to bring in the “ready for piemail”, photo ID, and original method of paymentIn the event that the original purchaser would not be the person making the pick-up, then the purchaser has to select in advance that someone else will be picking up the order; at that time a mobile number or email address has to be providedSo a designated piperson would not be required to have the original form of payment, but they would have to have the email sent to them as the designated piperson and a valid ID In Mr*** case, it is our understanding that he was not sas a designated piperson and was instead the actual purchaserHe admits in his Revdex.com complaint that he only came to the store with of the required items, so the store would have been within their rights to deny a pisince the requirements were not fulfilledAccordingly, that would mean that they have nothing to apologize for if they were just applying that policySince we have explained why the form of payment was asked for, 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***
January 11, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent order Unfortunately,
it appears that there was an inadvertent error made on our website that was causing the product description and pricing for a different item to be switched for this modelThe features shown are for model *** and the correct pricing for that day would have been $with the Friends and Family promotional discount applied The fact is that while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, then we attempt to email the customer as soon as possible, and either cancel the order or notify the store of pick up that these prices were errors and will not be honored If the item was never ordered because the price was showing correctly in the basket and the consumer chose not to purchase the item for the correct price, then all requests to honor the incorrect price would not be granted. In this case, the error was not discovered until nowWe have notified our site engineers and it is the process of being corrected We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Mr*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: Disclaimer“IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” In accordance then with that disclaimer and our posted policies, we are unable to honor MrLavac’s’ request to purchase item *** for the price of item ***Mr*** has been made whole by the issuance of his refundDespite this fact, we are willing to provide Mr*** with item *** (the model with the 5th burner he wanted) for the $Friends & Family price sold for the day he placed his order plus an additional 10% discount (selling price $1308.14) and free delivery if he is still in need of a range as a gesture of goodwillShould Mr*** wish to accept our offer, I may be reached via email during business hours at *** within days from the date of this letter; after that, it will be null and void In closure, 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*** ***Email: ***Tell us why here
January 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order and
non-receipt of the item she ordered *** *** Operations Manager for Kmart Unit *** provided the following response: After researching the complaint filed, we contacted *** *** to address her concerns*** *** was dissatisfied with the process of funds being held prior to receiving the merchandise orderedAdditionally, the money was not released as soon as the order was cancelledWe apologized again for any inconvenience she experienced with this order*** *** was able to confirm that she did receive the refundWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted her concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** *** *** Sears Holdings Corporation