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,
*** ***
Complaint: ***
I am rejecting this response because: My husband and I don't feel that we were treated fairly by Sears or in a timely mannerThe customer service team was extremely rudeI lost time from work on the day that the repair man did not make it to my houseWe appreciate the gesture to extend the warranty by months but would like some money back on the purchase of this warranty as we lost time paid for work and food that we paid for in our fridge and freezer since we were without this for weeks
Sincerely,
Marisa ***
Complaint: ***
I am rejecting this response because:Their response that I was compensated wasn't an apology from sears it was an agreement based on the insurance that food loss in my refrigerator would be re-embursedThat money should not be confused as compensation for my time or for take-out I had to purchase every day while my refrigerator was not operational.
Sincerely,
Claudia E***
Complaint: ***
I am rejecting this response because: My husband or I had to take off work to wait for the Sears technician. Our off days were prescheduled and we had to use our vacation time to wait. Sears cancelled the one day and neither of us had the option to go to work. A lot of good the extra year warranty is going to do since we purchased a new television while waiting for service and the television that was repaired is now going to be packaged in the original box and put into storage.
Sincerely,
Danette F*
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10971519, and find that this resolution is satisfactory to me
Sincerely,
Jie **
November 15, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Brad *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his dishwasher and his request for a
refund of the dishwasher and protection agreement First, we would like to apologize to Mr*** for failing his expectations in regard to his dishwasherWhile we empathize with Mr***, we are unable to honor his request for a refund of his dishwasher; the Master Protection Agreement (MPA) can be canceled and a refund issued, but the refund would be pro-rated. As to Mr*** dishwasher, he purchased the unit on June 23, 2012, over four years ago. Since Sears’ Return Policy only allows for a refund or an exchange within the first thirty days, now that more than four years have passed, we feel that Mr*** request for a refund is unreasonable As to Mr*** claiming that he qualified for a replacement in 2015, we reviewed his service history and found the following. On January 2, 2015, under service order 41932856, a Sears technician completed a maintenance check, which is not a qualifying repair. Under service order 42092470, completed June 19, 2015, the technician installed an interface. On July 7, 2015, under service order 42178972, a new control board was installed. The last service call completed in was not a dishwasher repair; the technician advised Mr*** that his drain hose needed to be looped. In 2015, Mr*** had two qualifying repairs Although we understand that Mr*** is frustrated and feels that his dishwasher has failed too soon, 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 “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” As we stated previously, Mr*** has only had one qualifying repair in 2016, and two qualifying repairs in 2015. Since we have explained why neither a refund nor a replacement is currently an option for Mr***, and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
December 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Clinton A*** - # *** Dear Ms*** We have completed our investigation of MrA*** complaint regarding his refrigerator repair
First, we would like to apologize to MrA*** for failing his expectations in regard to his refrigerator repairAfter receiving MrA*** complaint, Executive Member Support advocate, Arthur S*** reached out to him to assist him with his concerns. MrS*** spoke with MrA*** on November 24, 2017, and he confirmed that the replacement ice maker that was installed on October 24, 2017, is working properly. Furthermore, MrA*** advised that he was pleased with the outcome of his complaint. With that said, since MrA*** repair has been completed to his satisfaction, albeit later than expected, we have closed our file Again, we apologize to MrA*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
August 13,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No:
Revdex.com File No: 94563834/ John ***
Via: Revdex.com Website
Dear Ms***,
This letter serves you to update you in regards to Mr***s concerns
regarding his Kitchen Remodel jobSears Home Improvement Products (SHIP) has agreed to hire a licensed electrician to inspect the wiring in the kitchen as a gesture of customer serviceThe electrician is scheduled to go out August 14, I will update you accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-222-extension 5415, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa ***
SHIP/HI Regulatory Complaint Specialist
cc: John ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11103357, and find that this resolution is satisfactory to me
Sincerely,
Joseph ***
February 27, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a *** *** *** ** (WNLI) agreement
Each step of the WNLI process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. Ms*** accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to WNLIOption 3: buy it out for $XXX.” WNLI has confirmed that Ms*** was also provided with a copy of this agreement via emailWe want to make it clear that WNLI is a separate entity and Ms***’s agreement is with themWe spoke with them and they indicated that Ms*** had agreed to pay a reduced sum in order to closeout her leaseRegardless, we cannot interfere; she will need to contact WNLI with any further questions regarding her leaseIn light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
Complaint: ***
I am rejecting this response because: Cut lawn for fall clewith problems with tractor 2.) decided to change oil Phoned Sears inquiring about how much new oil should be placed in tractor Never received an answer after going to a Sears store and talking with three representatives including the help line 3.) Asked for a different representative to look at the tracto for a different opinion Another representative was nevwr sent
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meAdditionally I want to commend the service technician for his excellent service and taking the time to be certain the repair was done I am sorry for having to go to this extent, but this was the only avenue that brought about the needed result. Thank you for your service in the Revdex.com and thanks to Sears management for taking the active steps to get my situation rectified
Sincerely,
*** ***
July 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Devin A*** * * *** Dear Ms*** We have completed our investigation of MrA*** complaint regarding his refrigerator It is
regrettable that we failed MrA*** expectations in regard to his refrigerator and we sincerely apologize for any inconvenience we may have caused MrA*** Upon researching MrA*** concerns, we found that his refrigerator has been repaired twice since he purchased the unit on October 8, 2015; the last repair was completed on June 30, 2017. The refrigerator is no longer under the manufacturer’s warranty covering parts and labor; the sole warranty remaining is the exceptional parts warranty which covers the sealed system for five years and the compressor for ten years. While the aforementioned parts are still covered, the labor cost is not. Unfortunately, since MrA*** refrigerator is nearly two years old, a refund is not an option and since his refrigerator has not been deemed un-repairable due to a sealed system issue, he is not eligible for a replacement. At this time, since we have completed the repair of MrA*** refrigerator in accordance with the terms of his exceptional parts warranty, we have closed our file Again, we apologize to MrA*** and we appreciate the opportunity to address this matter Sincerely, M*** L*** Regulatory Complaints Specialist
Contact Name and Title: MELISSA ***
August 26,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Mary *** *** - # 9456***
Dear Ms***:
We have completed our investigation Ms*** complaint regarding her concerns with parts that were ordered and not installed
First, we would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairAdditionally, 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*** concerns to the District Service for further reviewWe appreciate the opportunity to address the customer service issue outlined within Ms*** complaint, so that future problems can be avertedOn August 25, 2015, Customer Advocate Linda *** spoke with Ms*** regarding her concernsMs*** assured Ms*** that she would not be charged for the parts or labor, because the service would have been covered under her exceptional parts warranty for the sealed systemSince it is our understanding that Ms*** concerns have been satisfactorily addressed, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThank you so much for your continuous cooperation and patience on this matter.
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
The refrigerator is now workingI have not yet received the check but we appreciate the offer
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,
Gwendolyn ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears Holding offered $toward another, new, replacement refrigeratorThe lack of competent technicians and the stubborn refusal of Customer Service to repair our refrigerator, we opted to receive a new fridgeThe expected delivery date is August 19thMy wife would not accept a new model with the name Sears on it, so we will get a Whirlpool, which may be the company that makes Sears modelsWe will see what happens
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the Sears corporation due to the explanation that was given in the response statementAnd also, that a full refund is being given
Complaint: ***
I am rejecting this response because:This company is going out of business and doesn't give a crap about their customers A manager at *** specifically called me and informed me that my dishwasher was used I purchased several appliances from Sears after my home flooded but I will never use them again because they are frauds I will be contacting my attorney I received a dishwasher that was full of mold and rust and even after calls and a Revdex.com complaint I never received a phone call about my issues from anyone Bad business practices and I wasn't told about your day policy it was in small writing on an email I received from sears Defrauding customers is apparently common for this company.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: My husband and I don't feel that we were treated fairly by Sears or in a timely mannerThe customer service team was extremely rudeI lost time from work on the day that the repair man did not make it to my houseWe appreciate the gesture to extend the warranty by months but would like some money back on the purchase of this warranty as we lost time paid for work and food that we paid for in our fridge and freezer since we were without this for weeks
Sincerely,
Marisa ***
Complaint: ***
I am rejecting this response because:Their response that I was compensated wasn't an apology from sears it was an agreement based on the insurance that food loss in my refrigerator would be re-embursedThat money should not be confused as compensation for my time or for take-out I had to purchase every day while my refrigerator was not operational.
Sincerely,
Claudia E***
Complaint: ***
*
I am rejecting this response because: My husband or I had to take off work to wait for the Sears technician. Our off days were prescheduled and we had to use our vacation time to wait. Sears cancelled the one day and neither of us had the option to go to work. A lot of good the extra year warranty is going to do since we purchased a new television while waiting for service and the television that was repaired is now going to be packaged in the original box and put into storage.
Sincerely,
Danette F
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10971519, and find that this resolution is satisfactory to me
Sincerely,
Jie **
November 15, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Brad *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his dishwasher and his request for a
refund of the dishwasher and protection agreement First, we would like to apologize to Mr*** for failing his expectations in regard to his dishwasherWhile we empathize with Mr***, we are unable to honor his request for a refund of his dishwasher; the Master Protection Agreement (MPA) can be canceled and a refund issued, but the refund would be pro-rated. As to Mr*** dishwasher, he purchased the unit on June 23, 2012, over four years ago. Since Sears’ Return Policy only allows for a refund or an exchange within the first thirty days, now that more than four years have passed, we feel that Mr*** request for a refund is unreasonable As to Mr*** claiming that he qualified for a replacement in 2015, we reviewed his service history and found the following. On January 2, 2015, under service order 41932856, a Sears technician completed a maintenance check, which is not a qualifying repair. Under service order 42092470, completed June 19, 2015, the technician installed an interface. On July 7, 2015, under service order 42178972, a new control board was installed. The last service call completed in was not a dishwasher repair; the technician advised Mr*** that his drain hose needed to be looped. In 2015, Mr*** had two qualifying repairs Although we understand that Mr*** is frustrated and feels that his dishwasher has failed too soon, 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 “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” As we stated previously, Mr*** has only had one qualifying repair in 2016, and two qualifying repairs in 2015. Since we have explained why neither a refund nor a replacement is currently an option for Mr***, and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
December 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Clinton A*** - # *** Dear Ms*** We have completed our investigation of MrA*** complaint regarding his refrigerator repair
First, we would like to apologize to MrA*** for failing his expectations in regard to his refrigerator repairAfter receiving MrA*** complaint, Executive Member Support advocate, Arthur S*** reached out to him to assist him with his concerns. MrS*** spoke with MrA*** on November 24, 2017, and he confirmed that the replacement ice maker that was installed on October 24, 2017, is working properly. Furthermore, MrA*** advised that he was pleased with the outcome of his complaint. With that said, since MrA*** repair has been completed to his satisfaction, albeit later than expected, we have closed our file Again, we apologize to MrA*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
August 13,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No:
Revdex.com File No: 94563834/ John ***
Via: Revdex.com Website
Dear Ms***,
This letter serves you to update you in regards to Mr***s concerns
regarding his Kitchen Remodel jobSears Home Improvement Products (SHIP) has agreed to hire a licensed electrician to inspect the wiring in the kitchen as a gesture of customer serviceThe electrician is scheduled to go out August 14, I will update you accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-222-extension 5415, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa ***
SHIP/HI Regulatory Complaint Specialist
cc: John ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11103357, and find that this resolution is satisfactory to me
Sincerely,
Joseph ***
February 27, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a *** *** *** ** (WNLI) agreement
Each step of the WNLI process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. Ms*** accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to WNLIOption 3: buy it out for $XXX.” WNLI has confirmed that Ms*** was also provided with a copy of this agreement via emailWe want to make it clear that WNLI is a separate entity and Ms***’s agreement is with themWe spoke with them and they indicated that Ms*** had agreed to pay a reduced sum in order to closeout her leaseRegardless, we cannot interfere; she will need to contact WNLI with any further questions regarding her leaseIn light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
Complaint: ***
I am rejecting this response because: Cut lawn for fall clewith problems with tractor 2.) decided to change oil Phoned Sears inquiring about how much new oil should be placed in tractor Never received an answer after going to a Sears store and talking with three representatives including the help line 3.) Asked for a different representative to look at the tracto for a different opinion Another representative was nevwr sent
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meAdditionally I want to commend the service technician for his excellent service and taking the time to be certain the repair was done I am sorry for having to go to this extent, but this was the only avenue that brought about the needed result. Thank you for your service in the Revdex.com and thanks to Sears management for taking the active steps to get my situation rectified
Sincerely,
*** ***
July 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Devin A*** * * *** Dear Ms*** We have completed our investigation of MrA*** complaint regarding his refrigerator It is
regrettable that we failed MrA*** expectations in regard to his refrigerator and we sincerely apologize for any inconvenience we may have caused MrA*** Upon researching MrA*** concerns, we found that his refrigerator has been repaired twice since he purchased the unit on October 8, 2015; the last repair was completed on June 30, 2017. The refrigerator is no longer under the manufacturer’s warranty covering parts and labor; the sole warranty remaining is the exceptional parts warranty which covers the sealed system for five years and the compressor for ten years. While the aforementioned parts are still covered, the labor cost is not. Unfortunately, since MrA*** refrigerator is nearly two years old, a refund is not an option and since his refrigerator has not been deemed un-repairable due to a sealed system issue, he is not eligible for a replacement. At this time, since we have completed the repair of MrA*** refrigerator in accordance with the terms of his exceptional parts warranty, we have closed our file Again, we apologize to MrA*** and we appreciate the opportunity to address this matter Sincerely, M*** L*** Regulatory Complaints Specialist
Contact Name and Title: MELISSA ***
August 26,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Mary *** *** - # 9456***
Dear Ms***:
We have completed our investigation Ms*** complaint regarding her concerns with parts that were ordered and not installed
First, we would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairAdditionally, 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*** concerns to the District Service for further reviewWe appreciate the opportunity to address the customer service issue outlined within Ms*** complaint, so that future problems can be avertedOn August 25, 2015, Customer Advocate Linda *** spoke with Ms*** regarding her concernsMs*** assured Ms*** that she would not be charged for the parts or labor, because the service would have been covered under her exceptional parts warranty for the sealed systemSince it is our understanding that Ms*** concerns have been satisfactorily addressed, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThank you so much for your continuous cooperation and patience on this matter.
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
The refrigerator is now workingI have not yet received the check but we appreciate the offer
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,
Gwendolyn ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears Holding offered $toward another, new, replacement refrigeratorThe lack of competent technicians and the stubborn refusal of Customer Service to repair our refrigerator, we opted to receive a new fridgeThe expected delivery date is August 19thMy wife would not accept a new model with the name Sears on it, so we will get a Whirlpool, which may be the company that makes Sears modelsWe will see what happens
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the Sears corporation due to the explanation that was given in the response statementAnd also, that a full refund is being given
Complaint: ***
I am rejecting this response because:This company is going out of business and doesn't give a crap about their customers A manager at *** specifically called me and informed me that my dishwasher was used I purchased several appliances from Sears after my home flooded but I will never use them again because they are frauds I will be contacting my attorney I received a dishwasher that was full of mold and rust and even after calls and a Revdex.com complaint I never received a phone call about my issues from anyone Bad business practices and I wasn't told about your day policy it was in small writing on an email I received from sears Defrauding customers is apparently common for this company.
Sincerely,
*** ***