August 7,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Haru ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her dissatisfaction with the refrigerator failed
sooner than she expected due to the fact that it was damaged within the door lining
We apologize that Ms***'s refrigerator failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially if the damage is not externally visible
Our records indicate that on July 22, Nancy ***, Case Management Specialist, spoke with Ms*** regarding her concerns with the damaged doorFor customer satisfaction, Ms*** offered to exchange the refrigerator and Ms*** accepted the offerShe selected a different model and it was delivered on August 5, With that being said, since the exchange on the refrigerator is a resolution that met with Ms***'s approval, we have closed our file
Again, 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,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
*** *** ***
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of ***
*** complaint regarding her recent online order
*** *** Store General Manager for Unit ***, provided the following response:
It is unfortunate that we failed *** *** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter receiving the complaint filed we attempted to reach *** *** and left a messageWe were unaware of this issue until we received the complaint however we advised that we would be happy to issue a credit of $as she requestedShould *** *** have any further questions or concerns, she may contact our store directly at *** *** In the interim, we have noted *** *** concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
August 27,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Rhys ***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his washer
we have authorized and processed a replacement
of the washer and delivery is set for September 6, Mr*** has been informed of this information and has been provided with my direct contact information if he is in need of further assistanceSince it was our understanding that this resolution met with Mr***'s approval, we have closed our file
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com
April 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that her dryer failed too soon and the
problem she encountered when she requested service
On April 6, we contacted Ms*** regarding her concern with the dryerShe stated that the repair technician that was sent by *** requested payment to work on the dryerShe stated that the dryer was purchased in November 2016, so he requested a copy of the receipt for warranty verificationMs*** did not have a copy of the receipt and contacted Sears to email her a copyShe was informed that it would be sent to her within hoursMs*** stated that she did not receive the copy of the receipt as promisedWe apologized if she did not receive the copy of the receiptMs*** mentioned that she was unable to continue the conversation at that time and we offered to email her the purchase receipt to the email address listed on her complaint
During the research, we discovered that Ms*** purchased the *** washer and dryer on October 10, 2015, not November as she had indicated on her complaintWe emailed her a copy of the purchase receipt dated October 10, We requested that she provide us with bank documentation as proof of purchase dated November showing a charge from Sears for $As of today, Ms*** has not contacted us or provided the requested documentationWith 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
*** ***
***
July 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator and her request to have
the unit replaced under her Master Protection Agreement (MPA) Upon receipt of Ms*** complaint, we reviewed her service history to determine whether she qualifies for a replacement refrigeratorOur records show that Ms* *** purchased the Master Protection Agreement (MPA) on July 3, 2014. Within the last year and since purchasing the agreement, Ms* *** has had two qualifying repairs completed. On June 3, 2016, under service order *** a compressor and drier were installed. Under service order *** (completed June 30, 2016), the condenser line was repaired and a drier assembly installed. After installing the part, the technician tested the refrigerator and found that the temperature had dropped plus degrees While we understand that Ms* *** is frustrated and feels that her refrigerator 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, Ms*** refrigerator has only had two qualifying repairs to date. As to Ms*** request for further food loss compensation; she has been provided with the maximum reimbursement - $250.00. With that said, for customer satisfaction, we have submitted a check request for an additional $in food loss. The check should be received in the next two weeks. Lastly, our records show that $in Shop Your Way Reward points was issued on June 4, 2016, by our customer service group, Customer Solutions, to assist with the purchase of a small refrigerator. In summary, since we have explained why a replacement is currently not an option for Ms***, and documented her concerns with the repair process, we ask that this matter be closed We apologize to Ms* *** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
December 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent online order
*** *** Store General Manager of Unit *** provided the following response: We would first like to apologize for any inconvenience Ms*** may have experiencedWe can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the order, our records show that the item was still ‘ready for pick up’ at our storeSince we did not receive a cancellation request in our system, we processed a refund on December 18, Ms*** can expect a credit to her account within to business days from the aforementioned dateShould Ms*** have any questions, she may contact our store directly at *** We hope that in the future Ms*** 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 Ms*** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 11, *** *** Be*** Business Bureau North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of MrsE*** complaint regarding her recent parts order and
her request to receive the part Penny K*** Support Specialist for Sears Parts Direct, provided the following response: It is unfortunate that we failed MrsE*** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this ma***, we confirmed that the part was finally received however MrsE*** explained that she refused deliveryThe part and the shipping were refunded accordingly and MrsE*** declined any concessions or assistanceAdditionally, we hope that in the future MrsE*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possibleIn the interim, since we have confirmed that a full refund has been provided, we respectfully ask to have this ma*** closed We appreciate the opportunity to address this ma***. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
July 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his cancelation of a service order where a part
was ordered and the delay he had encountered in receiving a refund. We would note that when an estimate is accepted and a part is ordered, there is no way to stop the part order once it is in processThis means that in order to issue a refund if the consumer changes their mind, the part has to arrive, be rejected at the moment is being delivered or have a call tag issued or a tech dispatched to pick it up, and then return it back to the warehouseAt this point it should then generate a notice to our billing department to issue a refund, but this does not appear to have happenedInstead, our customer support group spoke to Mr*** and since a refund had not yet been processed, the processed this for $on June 29, 2016, back to the credit card ending in ***This should have posted by now to Mr*** account, but if it did not, he is welcome to contact me via email or phone for further assistancePlease be aware though that I will be out of the office starting today and will not be returning until August 8, In the interim, since our records indicate that a refund was processed a few weeks ago, 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 ComplaintsDirect Line: ***Email: ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr***’s complaint regarding his refrigeratorSears has processed an in warranty exchange/upgrade for
Mr*** His new *** refrigerator has been ordered and is scheduled to be delivered to his home on Monday, February 20, Moving forward, if Mr*** has any questions or concerns, I invite him to contact me as he has my email address as well as my office numberSince we have noted the exchange of Mr***’s refrigerator, we ask that this complaint be closed pending further contactWe 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 ***
Complaint: ***
I am rejecting this response because:Your response is a complete falsehood Another firm was called AFTER your technician refused to honor the warranty by deferring to pre existing conditions None of these pre existing conditions were documented during the first visit Sears is is clear breach of contract
Sincerely,
William ***
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,
*** ***PS Really thank you Revdex.com for your prompt and proffessional mediation in this issue
December 14, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ernie ** ** *** - # *** Dear Ms***: We have completed our investigation of Mr** ** *** complaint
regarding the charge for a recent service call on his washer and his request for a refund At the time Mr** ** *** called to schedule service through Sears Home Services, he was apprised that since his washer was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ The call taker explained that regardless of whether the repair estimate is accepted, a fee is dueWhile Mr** ** *** stated in his complaint that a diagnosis was not provided, the notes in his service order indicate that the technician found that the rotor assembly needed to be replaced. Furthermore, there are no notes indicating that the technician consulted with our Technical Assistance Center which would normally have occurred if the technician was having a problem diagnosing the appliance. Although Mr** ** *** is not entitled to any refund, as he was apprised that the diagnosis (trip charge) is non-refundable, as a one-time courtesy, we have processed a refund in the amount of $50.83, which is 50% of what was paidThe credit was requested on December 14, 2016, so Mr** ** *** can expect to see it post to his MasterCard account ending in in approximately five to seven business days from this date. With that said, since we are providing Mr** ** *** with a fair resolution, we ask to have this matter closed We apologize to Mr** ** *** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
August 17, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re* *** * *** *** Dear Ms***We have completed the investigation of MrK*** complaint regarding the recent purchase of a dryer.We would first like to apologize
that MrK*** dryer failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer.After reviewing MrK*** complaint and our records, we were able to determine that he called customer service on July 30, to request a return of his purchased dryer due to the washer bin was too deep and the he was not satisfied with the performance overallOur records show that on July 31, a piwas processed and completed as requestedSince the requested pick up for MrK*** purchased appliances has been completed, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,
*** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: ***imx integrated member experience
August 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** ** *** Dear Ms*** We have completed the investigation of MsI*** complaint
regarding her refrigerator When we received this complaint, the needed part was found locally and we arranged for immediate serviceOnce the repair was done, we felt that this issue had been resolved, but now the functionality is faltering againAlthough a refund is not possible according to our return policy and it is not a provision that is mad under the terms of her service contract, we have arranged for MsI*** to receive a comparable replacement as a courtesyWe also offered to send her a check for $towards the cost of ice and purchase an additional months of coverage for the refrigerator on her behalfFinally, MsI*** was also provided with the website address for filing a food loss claimWe are sending the check now and it should arrive within business days and she should also receive a certificate for the additional coverage in the mail within 4-weeksAt this time, all that is left is for MsI*** to select a new refrigeratorIn light of the aforementioned information, we have closed our fileWe apologize to MsI*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding a bill she
received for a refrigerator repair completed in May of It is regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon researching Ms*** complaint, we found that she previously contacted our Executive Member Service (EMS) group for assistance with her billing issue. Our records show that EMS contacted the National Claims Center to have the bill clearedWe followed up with COE Lead Support Supervisor Christy Doss and she confirmed that the bill in question has been removed from the system. With that said, since we have addressed Ms*** billing issue and we have documented her concerns with the repair process, 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
Complaint:
I am rejecting this response because:I paid for a repair or replacement warranty The word "replacement' infers that it will be replaced with a similar model The credit $provided was insufficient to purchase the similar model I had to select one with less features.I've accepted the credit and selected a replacement with the credit I was given because I just want to be done with this...and Sears I spent so much time taking that vacuum back and forth to the repair shop and it was never fixed correctly I asked the manager for a replacement and I was just deflected by him...telling me repair had to authorize the replacement, and repair saying the manager had to authorize Complete run around, lack of communication between departments and lack of communication of policy.Then, only when I make a complaint to Revdex.com, Ms*** steps in with a chance to make it right...another miss Instead of just replacing it, she asks me to go pick it up from repair again, where they've unsuccessfully tried to fix it 6+ times and like clockwork, it failed again during the first use This is when she authorized the replacement I have no idea where she came up with the dollar amount of $ That amount is not sufficient to replace my vacuum with a similar model I paid close to $for the protection plan and expected that it be replaced with a like modelNot to mention the hundreds of dollars of time and gas spent carting the vacuum to and from the repair shop Have this happen to the wrong person and there might be a class action suit.Nevertheless, Sears used to be synonymous in my head with appliances and value At this point in time, Sears has become synonymous with hassle and miscommunication, completely irrelevant to me as a brand They have one and only opportunity over many other players in the market...to provide exceptional, personal customer service at their many, many, and they fail at it miserably I'm truly sorry that, even at this level, Sears just cannot get it right
Sincerely,
Clyde ***
February 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Mrs*** We have completed our investigation of Mr*** complaint regarding his battery
District Manager *** *** provided the following response: We contacted Mr*** and what we felt was a reasonable resolution was provided However, should Mr*** have any further questions or concerns, I (*** may be reached during business hours at *** *** We apologize to Mr*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Sears Holdings Corporation Regulatory Complaint Specialist ***
October 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** ***
***, We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and failure to provide the glider with ottoman she purchased from sears.com It is unfortunate that we failed Ms*** expectations when she recently placed an order on sears.com for pick up at SearsWe value Ms*** patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Ms*** was contacted by her local Sears store management on October 15, 2016, and she agreed to return to the store to pick up her refund that day. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us an opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
October 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Jimmie D***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his riding tractor
We value Mr***'s patronage,
but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurredUpon receipt of Mr*** complaint Ms*** confirmed that the tractor was in good working orderFor customer satisfaction we offer to provide Ms*** with one year Repair Protection Agreement at no cost that we purchased on her behalf; this has a retail value of $As this resolution was acceptable to the ***'s we have closed our case
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com
Complaint: ***
I am rejecting this response because: The complaint had nothing to do with the service providerWhen contacted by the local service providers manager/coordinator I informed him of that and told him to tell Sears sameHe said he would. The complaint was regarding Sears' customer serviceIn particular the service and unfulfilled promises made during the early march call with Katie (aka Kaitlyn) and the subsequent calls with colleagues. Sears customer service made certain promises to me regarding the matter that are as yet on fulfilledA simple review of the call notes will provide that information to SearsUntil those promises are fulfilled, I do not consider the matter resolved.Sincerely,
*** ***
August 7,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Haru ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her dissatisfaction with the refrigerator failed
sooner than she expected due to the fact that it was damaged within the door lining
We apologize that Ms***'s refrigerator failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially if the damage is not externally visible
Our records indicate that on July 22, Nancy ***, Case Management Specialist, spoke with Ms*** regarding her concerns with the damaged doorFor customer satisfaction, Ms*** offered to exchange the refrigerator and Ms*** accepted the offerShe selected a different model and it was delivered on August 5, With that being said, since the exchange on the refrigerator is a resolution that met with Ms***'s approval, we have closed our file
Again, 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,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
*** *** ***
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of ***
*** complaint regarding her recent online order
*** *** Store General Manager for Unit ***, provided the following response:
It is unfortunate that we failed *** *** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter receiving the complaint filed we attempted to reach *** *** and left a messageWe were unaware of this issue until we received the complaint however we advised that we would be happy to issue a credit of $as she requestedShould *** *** have any further questions or concerns, she may contact our store directly at *** *** In the interim, we have noted *** *** concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
August 27,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Rhys ***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his washer
we have authorized and processed a replacement
of the washer and delivery is set for September 6, Mr*** has been informed of this information and has been provided with my direct contact information if he is in need of further assistanceSince it was our understanding that this resolution met with Mr***'s approval, we have closed our file
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com
April 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that her dryer failed too soon and the
problem she encountered when she requested service
On April 6, we contacted Ms*** regarding her concern with the dryerShe stated that the repair technician that was sent by *** requested payment to work on the dryerShe stated that the dryer was purchased in November 2016, so he requested a copy of the receipt for warranty verificationMs*** did not have a copy of the receipt and contacted Sears to email her a copyShe was informed that it would be sent to her within hoursMs*** stated that she did not receive the copy of the receipt as promisedWe apologized if she did not receive the copy of the receiptMs*** mentioned that she was unable to continue the conversation at that time and we offered to email her the purchase receipt to the email address listed on her complaint
During the research, we discovered that Ms*** purchased the *** washer and dryer on October 10, 2015, not November as she had indicated on her complaintWe emailed her a copy of the purchase receipt dated October 10, We requested that she provide us with bank documentation as proof of purchase dated November showing a charge from Sears for $As of today, Ms*** has not contacted us or provided the requested documentationWith 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
*** ***
***
July 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator and her request to have
the unit replaced under her Master Protection Agreement (MPA) Upon receipt of Ms*** complaint, we reviewed her service history to determine whether she qualifies for a replacement refrigeratorOur records show that Ms* *** purchased the Master Protection Agreement (MPA) on July 3, 2014. Within the last year and since purchasing the agreement, Ms* *** has had two qualifying repairs completed. On June 3, 2016, under service order *** a compressor and drier were installed. Under service order *** (completed June 30, 2016), the condenser line was repaired and a drier assembly installed. After installing the part, the technician tested the refrigerator and found that the temperature had dropped plus degrees While we understand that Ms* *** is frustrated and feels that her refrigerator 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, Ms*** refrigerator has only had two qualifying repairs to date. As to Ms*** request for further food loss compensation; she has been provided with the maximum reimbursement - $250.00. With that said, for customer satisfaction, we have submitted a check request for an additional $in food loss. The check should be received in the next two weeks. Lastly, our records show that $in Shop Your Way Reward points was issued on June 4, 2016, by our customer service group, Customer Solutions, to assist with the purchase of a small refrigerator. In summary, since we have explained why a replacement is currently not an option for Ms***, and documented her concerns with the repair process, we ask that this matter be closed We apologize to Ms* *** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
December 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent online order
*** *** Store General Manager of Unit *** provided the following response: We would first like to apologize for any inconvenience Ms*** may have experiencedWe can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the order, our records show that the item was still ‘ready for pick up’ at our storeSince we did not receive a cancellation request in our system, we processed a refund on December 18, Ms*** can expect a credit to her account within to business days from the aforementioned dateShould Ms*** have any questions, she may contact our store directly at *** We hope that in the future Ms*** 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 Ms*** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 11, *** *** Be*** Business Bureau North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of MrsE*** complaint regarding her recent parts order and
her request to receive the part Penny K*** Support Specialist for Sears Parts Direct, provided the following response: It is unfortunate that we failed MrsE*** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this ma***, we confirmed that the part was finally received however MrsE*** explained that she refused deliveryThe part and the shipping were refunded accordingly and MrsE*** declined any concessions or assistanceAdditionally, we hope that in the future MrsE*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possibleIn the interim, since we have confirmed that a full refund has been provided, we respectfully ask to have this ma*** closed We appreciate the opportunity to address this ma***. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
July 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his cancelation of a service order where a part
was ordered and the delay he had encountered in receiving a refund. We would note that when an estimate is accepted and a part is ordered, there is no way to stop the part order once it is in processThis means that in order to issue a refund if the consumer changes their mind, the part has to arrive, be rejected at the moment is being delivered or have a call tag issued or a tech dispatched to pick it up, and then return it back to the warehouseAt this point it should then generate a notice to our billing department to issue a refund, but this does not appear to have happenedInstead, our customer support group spoke to Mr*** and since a refund had not yet been processed, the processed this for $on June 29, 2016, back to the credit card ending in ***This should have posted by now to Mr*** account, but if it did not, he is welcome to contact me via email or phone for further assistancePlease be aware though that I will be out of the office starting today and will not be returning until August 8, In the interim, since our records indicate that a refund was processed a few weeks ago, 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 ComplaintsDirect Line: ***Email: ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr***’s complaint regarding his refrigeratorSears has processed an in warranty exchange/upgrade for
Mr*** His new *** refrigerator has been ordered and is scheduled to be delivered to his home on Monday, February 20, Moving forward, if Mr*** has any questions or concerns, I invite him to contact me as he has my email address as well as my office numberSince we have noted the exchange of Mr***’s refrigerator, we ask that this complaint be closed pending further contactWe 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 ***
Complaint: ***
I am rejecting this response because:Your response is a complete falsehood Another firm was called AFTER your technician refused to honor the warranty by deferring to pre existing conditions None of these pre existing conditions were documented during the first visit Sears is is clear breach of contract
Sincerely,
William ***
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,
*** ***PS Really thank you Revdex.com for your prompt and proffessional mediation in this issue
December 14, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ernie ** ** *** - # *** Dear Ms***: We have completed our investigation of Mr** ** *** complaint
regarding the charge for a recent service call on his washer and his request for a refund At the time Mr** ** *** called to schedule service through Sears Home Services, he was apprised that since his washer was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ The call taker explained that regardless of whether the repair estimate is accepted, a fee is dueWhile Mr** ** *** stated in his complaint that a diagnosis was not provided, the notes in his service order indicate that the technician found that the rotor assembly needed to be replaced. Furthermore, there are no notes indicating that the technician consulted with our Technical Assistance Center which would normally have occurred if the technician was having a problem diagnosing the appliance. Although Mr** ** *** is not entitled to any refund, as he was apprised that the diagnosis (trip charge) is non-refundable, as a one-time courtesy, we have processed a refund in the amount of $50.83, which is 50% of what was paidThe credit was requested on December 14, 2016, so Mr** ** *** can expect to see it post to his MasterCard account ending in in approximately five to seven business days from this date. With that said, since we are providing Mr** ** *** with a fair resolution, we ask to have this matter closed We apologize to Mr** ** *** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
August 17, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re* *** * *** *** Dear Ms***We have completed the investigation of MrK*** complaint regarding the recent purchase of a dryer.We would first like to apologize
that MrK*** dryer failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer.After reviewing MrK*** complaint and our records, we were able to determine that he called customer service on July 30, to request a return of his purchased dryer due to the washer bin was too deep and the he was not satisfied with the performance overallOur records show that on July 31, a piwas processed and completed as requestedSince the requested pick up for MrK*** purchased appliances has been completed, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,
*** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: ***imx integrated member experience
August 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** ** *** Dear Ms*** We have completed the investigation of MsI*** complaint
regarding her refrigerator When we received this complaint, the needed part was found locally and we arranged for immediate serviceOnce the repair was done, we felt that this issue had been resolved, but now the functionality is faltering againAlthough a refund is not possible according to our return policy and it is not a provision that is mad under the terms of her service contract, we have arranged for MsI*** to receive a comparable replacement as a courtesyWe also offered to send her a check for $towards the cost of ice and purchase an additional months of coverage for the refrigerator on her behalfFinally, MsI*** was also provided with the website address for filing a food loss claimWe are sending the check now and it should arrive within business days and she should also receive a certificate for the additional coverage in the mail within 4-weeksAt this time, all that is left is for MsI*** to select a new refrigeratorIn light of the aforementioned information, we have closed our fileWe apologize to MsI*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding a bill she
received for a refrigerator repair completed in May of It is regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon researching Ms*** complaint, we found that she previously contacted our Executive Member Service (EMS) group for assistance with her billing issue. Our records show that EMS contacted the National Claims Center to have the bill clearedWe followed up with COE Lead Support Supervisor Christy Doss and she confirmed that the bill in question has been removed from the system. With that said, since we have addressed Ms*** billing issue and we have documented her concerns with the repair process, 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
Complaint:
I am rejecting this response because:I paid for a repair or replacement warranty The word "replacement' infers that it will be replaced with a similar model The credit $provided was insufficient to purchase the similar model I had to select one with less features.I've accepted the credit and selected a replacement with the credit I was given because I just want to be done with this...and Sears I spent so much time taking that vacuum back and forth to the repair shop and it was never fixed correctly I asked the manager for a replacement and I was just deflected by him...telling me repair had to authorize the replacement, and repair saying the manager had to authorize Complete run around, lack of communication between departments and lack of communication of policy.Then, only when I make a complaint to Revdex.com, Ms*** steps in with a chance to make it right...another miss Instead of just replacing it, she asks me to go pick it up from repair again, where they've unsuccessfully tried to fix it 6+ times and like clockwork, it failed again during the first use This is when she authorized the replacement I have no idea where she came up with the dollar amount of $ That amount is not sufficient to replace my vacuum with a similar model I paid close to $for the protection plan and expected that it be replaced with a like modelNot to mention the hundreds of dollars of time and gas spent carting the vacuum to and from the repair shop Have this happen to the wrong person and there might be a class action suit.Nevertheless, Sears used to be synonymous in my head with appliances and value At this point in time, Sears has become synonymous with hassle and miscommunication, completely irrelevant to me as a brand They have one and only opportunity over many other players in the market...to provide exceptional, personal customer service at their many, many, and they fail at it miserably I'm truly sorry that, even at this level, Sears just cannot get it right
Sincerely,
Clyde ***
February 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Mrs*** We have completed our investigation of Mr*** complaint regarding his battery
District Manager *** *** provided the following response: We contacted Mr*** and what we felt was a reasonable resolution was provided However, should Mr*** have any further questions or concerns, I (*** may be reached during business hours at *** *** We apologize to Mr*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Sears Holdings Corporation Regulatory Complaint Specialist ***
October 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** ***
***, We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and failure to provide the glider with ottoman she purchased from sears.com It is unfortunate that we failed Ms*** expectations when she recently placed an order on sears.com for pick up at SearsWe value Ms*** patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Ms*** was contacted by her local Sears store management on October 15, 2016, and she agreed to return to the store to pick up her refund that day. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us an opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
October 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Jimmie D***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his riding tractor
We value Mr***'s patronage,
but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurredUpon receipt of Mr*** complaint Ms*** confirmed that the tractor was in good working orderFor customer satisfaction we offer to provide Ms*** with one year Repair Protection Agreement at no cost that we purchased on her behalf; this has a retail value of $As this resolution was acceptable to the ***'s we have closed our case
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com
Complaint: ***
I am rejecting this response because: The complaint had nothing to do with the service providerWhen contacted by the local service providers manager/coordinator I informed him of that and told him to tell Sears sameHe said he would. The complaint was regarding Sears' customer serviceIn particular the service and unfulfilled promises made during the early march call with Katie (aka Kaitlyn) and the subsequent calls with colleagues. Sears customer service made certain promises to me regarding the matter that are as yet on fulfilledA simple review of the call notes will provide that information to SearsUntil those promises are fulfilled, I do not consider the matter resolved.Sincerely,
*** ***