November 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the dishwasher failed
too soon and the problems she encountered when she requested a replacement
It is unfortunate that we failed Ms*** expectations when she recently purchased a new dishwasherWe 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 service further
We contacted Ms*** and offered to assist with the exchange of the dishwasherDue to the delay and customer service received, Ms*** requested to return for a refund instead of an exchangeWe reached out to Shaw *** and Kathy *** Customer Service Representatives with Installation, to assist with Ms*** request to return the dishwasherOn November 8, Ms*** advised Ms*** that our installation contractor was notified and she would be contacted for scheduling to uninstall the dishwasherMs*** will receive a refund for the dishwasher within business days after the unit is returnedIn the interim, since in speaking with Ms*** the return is a resolution that met with her approval, 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
*** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
They did come and worked on the unit so far it is work but if I have any problem more problem I will be get with Sears again, thanks a lot for your help
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - *** * *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her dissatisfaction with her washer and her request for a
replacement Ms*** has a Top Loading High Efficiency Low-water washer which requires regular monthly maintenanceThe exact monthly maintenance actions are detailed on pages and of the owner’s manualThat being said our research shows that we have sent service technicians to diagnose the washer and have found no mechanical issues at all It is important to note that there are only two (2) mechanical failures that could be causing clothes to be damaged in this model, that being either the interior Basket or Wash plate if either of these items has a sharp piece or spar either issue could snag the clothing and cause minor damageBoth these items have been checked and found to be in good conditions without sharp edges or sparsThe other issues that could cause damage to clothing all fall under customer miss use, the most common one being that the washer is overloaded and the incorrect cycle being selectedWhen a washer is over or improperly loaded the clothes can get too high in the basket causing them to get caught along the top of the Basket where it meets the drumThis is listed in her owner’s manual under “Troubleshooting” starting on page and continuing until page While we understand Ms***’s dissatisfaction with our continued refusal to exchange or return her washer, we have found no extenuating circumstances that would justify this exception to our stated policy and have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***.***@searshc.com
May 31, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and non-receipt of a refund for a water filter he ordered from the sears.com website It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review. As a result of this action, we revealed that Mr*** order was placed with a Marketplace seller hosted on the Sears website. Since Sears does not control the time-frame in which Marketplace sellers operate, we can suggest only that Mr*** select the “Sears Only” tab shown at the top of the results page if he would like to limit his future selections to items from Sears alone With that having been said, our records show that Mr*** returned his order to the seller on May 20, 2016, and his refund was approved by the seller. However, we have not received notification from the seller or Mr*** to confirm whether he has received the appropriate refund. Mr*** may contact Regulatory Complaint Specialist *** *** ** *** *** *f he has not yet received a refund from the Marketplace seller or if he has any further questions about this issue. Until we have the opportunity to speak with Mr*** we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed pending Mr*** response, since we have noted his comments We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
Complaint: ***
I am rejecting this response because: Replacing the control board made no difference. Freezer is still at degrees and refrigerator at 42. We were really hoping for a fix of the problem. Very frustrated. Should not be allowed to sell a product that doesn't get to degrees in the freezer and degrees in refrigerator. I don't know what to doNOT SATISFIED
.Sincerely,
*** * *** Ouellette
September 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Duct Cleaning First, we
would like to apologize to Mr*** for failing his expectations in regard to a recent duct cleaningWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we forwarded the matter to *** *** with Sears Duct Cleaning. Ms*** subsequently contacted the local office for assistance. After obtaining a copy of the repair invoice and a signed Customer Release Form (CRF), the local office issued Mr*** a credit in the amount of $on September 28, 2016, which should post to his account in the next week Since we are providing Mr*** with his requested resolution, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: # *** - Ezra * *** Dear Ms***: We have completed our investigation of Mr*** complaint regarding the processing of his weed eater Due to the delay in this
process and for customer satisfaction we offered Mr*** a Gift Card in the amount of $to replace his weed eaterMr*** accepted this offer and the gift card was processed on August 17, Mr*** should see this gift card in to business days after the processing dateMr*** has been provided with my direct contact number is he is still in need of assistanceWe have closed this case We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.***@searshc.com
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Mr* *** complaint regarding his recent online order experience and
his request for a refund *** *** Store General Manager for Unit ***, provided the following response: After researching the complaint filed, we contacted Mr*** to address the matter and have decided to issue a creditAccordingly, a refund was issued back to Mr* *** American Express account for the amount in questionAdditionally, we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponShould Mr*** have any questions, he may contact our store directly at *** *** ** *** ***In the interim, since a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Kathy *** #94553***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding Sears Home Services and repairs to her refrigerator
Sears Home
Services records indicate that
a new computer control board was installed into Ms***'s refrigerator during a service call that took place on May 22, Once the computer board was installed, the unit was tested and started to cool as expectedAdditionally, our office has processed a food loss reimbursement check in the amount of $250.00, which is the maximum benefit for an item covered by a Master Protection Agreement (MPA)Typically a consumer can expect to receive their food loss check within the next 10-daysSince we have noted the repairs to Ms***'s refrigerator and the processing of her food loss reimbursement, we ask that this complaint be closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
Complaint: ***
I am rejecting this response because:What kind of a SCAM is Sears running?The technician did not so much as touch the dryer...it may have needed a switch or a belt, but he never examined the machine Furthermore, he included a blower fan in his estimate without ever looking at it...how does someone determine a fan needs to be replaced without looking at it.The response DOES NOT address the absolutely outrageous price of the repair parts How can you jack up the price from your own retail outlet let alone a repair parts store.I purchased a new dryer from another retailer and had it delivered on the Monday after the service call Sears is not the same company that I patronized as did my parents I would have accepted and authorized a REASONABLE repair estimate, but telling me it would cost MORE to repair a year old machine than replacing it with a new machine is an easy decision to make.I want a refund and an apology from Sears.
Sincerely,
Joseph *** Jr
Complaint: ***
I am rejecting this response because: In my call from Sears I stated that I have yet to confirm that the washer is working properly, since I had one out of three instances when it did not work properly
Sincerely,
*** ***
November 12, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** *** *** *** ***We have been unable to complete the investigation of *** ***
her request to receive an adjustment in relation to
current pricing for an item
she put on layaway some time ago Our Price Protection Policy is posted online
and it clearly states that the request must be made within days from the date
of purchase*** *** started her contract on September 4, and this is considered
her purchase date, not he date she actually took possession of the itemHowever,
we appreciate *** *** patronage and as a cone-time courtesy, we have issued a
credit for the difference between $and $479.99, which equals $We
ask that *** *** allow 3-business days for this credit to reflect on her
accountIn light of the aforementioned information, we respectfully ask that
this matter remain closed We appreciate the opportunity to address this
matterPlease feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** ***
*** *** *** *** ***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Deon *** Dear Ms***: We have completed our investigation of Ms*** complaint We would first like to point out that HomeSure Services, Inc
is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cross Country Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms*** contract CCHS informed us that they have cancelled the warranty and refunded Ms*** $that went back on her credit cardSince Ms***’s warranty was cancelled and she has been refunded we have closed this case We apologize to Ms*** 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 L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
August 9, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * Jackie P*** Dear Ms*** We have completed the investigation of MsP***’ rebuttal to the response we provided.At some point after MsP*** filed her rebuttal we were able to get her issue over to the underwriter for the Sears Home Warranty since it was their office that provided the referral in questionThey reached out to MsP*** and it was our understanding that they then resolved the issue to MsP***’ satisfactionAgain, we apologize to MsP*** 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: *** ***searshc.com
Contact Name and Title: *** ***
April 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** *** * * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his washer
and his request to have the unit replaced under his Master Protection Agreement (MPA)
Upon receipt of Mr*** complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that Mr*** purchased the Master Protection Agreement (MPA) on March 3, Since the MPA went into effect, Mr*** has had two service calls completed with parts replaced under service orders *** (completed April 15, 2015) and *** (completed April 24, 2015)While we understand Mr*** is frustrated, a replacement is based upon the number of qualifying service orders completed; in this case, he has had twoAccording 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(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." As we stated previously, Mr*** washer has only had two qualifying repairs to dateSince we have explained why a replacement is currently not an option for Mr*** and completed the repair to his washer, we ask that this matter be closed
We apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
That's the best they would offer, so I figured that was better than nothingI still will never buy from Sears again
I KEEP TRYING TO SUBMIT AN IMAGE BUT I CANNOT SUBMIT THIS RESPONSE WITH A PICTURE!! Please help me as I would like to show you my proof of their advertised price in more than one location also!!Complaint: ***I am rejecting this response because: This price was advertised for several daysApparently Sears does not take any responsibility because they can put a disclaimer disqualifying everythingThis seems very convenient for them to not take any responsibilityAnytime a seller decides they do not want to stand behind their advertised price, they are covered by a "disclaimer"!!Also, I REFUSE to contact the seller *** again....they were rude, condescending and not helpful at all and I have shared this information with Sears multiple timesWhy would Sears even suggest that I contact this seller again and subject me to this abusive seller??Also, Sears makes it sound like I am being unreasonable because I refuse to send back the incorrect item until I receive my correct itemI do not feel I am being unreasonable, this seemed to be the only clout I have over this entire situationAnd to update you and Sears, I did send the product back a few days agoHonestly, with all of the money I have spent at Sears over the years, I expected much better from them than this.Sears, stand behind your services and your MarketPlace Seller program. The only resolution I will find fair is to get the vacuum cleaner I ordered at the price that it was advertised for which was the price I ordered it at.Sincerely,*** ***
January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed our
investigation regarding Ms***’s complaint regarding a recent order We have spoken with Ms*** concerning this matterWhen we spoke, we offered to provide her with a credit for $and she acceptedThat credit was issued on January 9, Since Ms*** indicated that this resolution met with her satisfaction, we have closed our fileWe 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 *** *** ***
February 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #***- Debra S*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding a missing refund
According to our records, Ms*** received her refund on February 13, As such, she has been made wholeWe sincerely apologize for the delayWe appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist Sears Holdings Corporation Tammie***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Ezra ***
November 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the dishwasher failed
too soon and the problems she encountered when she requested a replacement
It is unfortunate that we failed Ms*** expectations when she recently purchased a new dishwasherWe 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 service further
We contacted Ms*** and offered to assist with the exchange of the dishwasherDue to the delay and customer service received, Ms*** requested to return for a refund instead of an exchangeWe reached out to Shaw *** and Kathy *** Customer Service Representatives with Installation, to assist with Ms*** request to return the dishwasherOn November 8, Ms*** advised Ms*** that our installation contractor was notified and she would be contacted for scheduling to uninstall the dishwasherMs*** will receive a refund for the dishwasher within business days after the unit is returnedIn the interim, since in speaking with Ms*** the return is a resolution that met with her approval, 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
*** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
They did come and worked on the unit so far it is work but if I have any problem more problem I will be get with Sears again, thanks a lot for your help
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - *** * *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her dissatisfaction with her washer and her request for a
replacement Ms*** has a Top Loading High Efficiency Low-water washer which requires regular monthly maintenanceThe exact monthly maintenance actions are detailed on pages and of the owner’s manualThat being said our research shows that we have sent service technicians to diagnose the washer and have found no mechanical issues at all It is important to note that there are only two (2) mechanical failures that could be causing clothes to be damaged in this model, that being either the interior Basket or Wash plate if either of these items has a sharp piece or spar either issue could snag the clothing and cause minor damageBoth these items have been checked and found to be in good conditions without sharp edges or sparsThe other issues that could cause damage to clothing all fall under customer miss use, the most common one being that the washer is overloaded and the incorrect cycle being selectedWhen a washer is over or improperly loaded the clothes can get too high in the basket causing them to get caught along the top of the Basket where it meets the drumThis is listed in her owner’s manual under “Troubleshooting” starting on page and continuing until page While we understand Ms***’s dissatisfaction with our continued refusal to exchange or return her washer, we have found no extenuating circumstances that would justify this exception to our stated policy and have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***.***@searshc.com
May 31, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and non-receipt of a refund for a water filter he ordered from the sears.com website It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review. As a result of this action, we revealed that Mr*** order was placed with a Marketplace seller hosted on the Sears website. Since Sears does not control the time-frame in which Marketplace sellers operate, we can suggest only that Mr*** select the “Sears Only” tab shown at the top of the results page if he would like to limit his future selections to items from Sears alone With that having been said, our records show that Mr*** returned his order to the seller on May 20, 2016, and his refund was approved by the seller. However, we have not received notification from the seller or Mr*** to confirm whether he has received the appropriate refund. Mr*** may contact Regulatory Complaint Specialist *** *** ** *** *** *f he has not yet received a refund from the Marketplace seller or if he has any further questions about this issue. Until we have the opportunity to speak with Mr*** we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed pending Mr*** response, since we have noted his comments We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
Complaint: ***
I am rejecting this response because: Replacing the control board made no difference. Freezer is still at degrees and refrigerator at 42. We were really hoping for a fix of the problem. Very frustrated. Should not be allowed to sell a product that doesn't get to degrees in the freezer and degrees in refrigerator. I don't know what to doNOT SATISFIED
.Sincerely,
*** * *** Ouellette
September 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Duct Cleaning First, we
would like to apologize to Mr*** for failing his expectations in regard to a recent duct cleaningWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we forwarded the matter to *** *** with Sears Duct Cleaning. Ms*** subsequently contacted the local office for assistance. After obtaining a copy of the repair invoice and a signed Customer Release Form (CRF), the local office issued Mr*** a credit in the amount of $on September 28, 2016, which should post to his account in the next week Since we are providing Mr*** with his requested resolution, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: # *** - Ezra * *** Dear Ms***: We have completed our investigation of Mr*** complaint regarding the processing of his weed eater Due to the delay in this
process and for customer satisfaction we offered Mr*** a Gift Card in the amount of $to replace his weed eaterMr*** accepted this offer and the gift card was processed on August 17, Mr*** should see this gift card in to business days after the processing dateMr*** has been provided with my direct contact number is he is still in need of assistanceWe have closed this case We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.***@searshc.com
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Mr* *** complaint regarding his recent online order experience and
his request for a refund *** *** Store General Manager for Unit ***, provided the following response: After researching the complaint filed, we contacted Mr*** to address the matter and have decided to issue a creditAccordingly, a refund was issued back to Mr* *** American Express account for the amount in questionAdditionally, we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponShould Mr*** have any questions, he may contact our store directly at *** *** ** *** ***In the interim, since a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Kathy *** #94553***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding Sears Home Services and repairs to her refrigerator
Sears Home
Services records indicate that
a new computer control board was installed into Ms***'s refrigerator during a service call that took place on May 22, Once the computer board was installed, the unit was tested and started to cool as expectedAdditionally, our office has processed a food loss reimbursement check in the amount of $250.00, which is the maximum benefit for an item covered by a Master Protection Agreement (MPA)Typically a consumer can expect to receive their food loss check within the next 10-daysSince we have noted the repairs to Ms***'s refrigerator and the processing of her food loss reimbursement, we ask that this complaint be closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
Complaint: ***
I am rejecting this response because:What kind of a SCAM is Sears running?The technician did not so much as touch the dryer...it may have needed a switch or a belt, but he never examined the machine Furthermore, he included a blower fan in his estimate without ever looking at it...how does someone determine a fan needs to be replaced without looking at it.The response DOES NOT address the absolutely outrageous price of the repair parts How can you jack up the price from your own retail outlet let alone a repair parts store.I purchased a new dryer from another retailer and had it delivered on the Monday after the service call Sears is not the same company that I patronized as did my parents I would have accepted and authorized a REASONABLE repair estimate, but telling me it would cost MORE to repair a year old machine than replacing it with a new machine is an easy decision to make.I want a refund and an apology from Sears.
Sincerely,
Joseph *** Jr
Complaint: ***
I am rejecting this response because: In my call from Sears I stated that I have yet to confirm that the washer is working properly, since I had one out of three instances when it did not work properly
Sincerely,
*** ***
November 12, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** *** *** *** ***We have been unable to complete the investigation of *** ***
her request to receive an adjustment in relation to
current pricing for an item
she put on layaway some time ago Our Price Protection Policy is posted online
and it clearly states that the request must be made within days from the date
of purchase*** *** started her contract on September 4, and this is considered
her purchase date, not he date she actually took possession of the itemHowever,
we appreciate *** *** patronage and as a cone-time courtesy, we have issued a
credit for the difference between $and $479.99, which equals $We
ask that *** *** allow 3-business days for this credit to reflect on her
accountIn light of the aforementioned information, we respectfully ask that
this matter remain closed We appreciate the opportunity to address this
matterPlease feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** ***
*** *** *** *** ***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Deon *** Dear Ms***: We have completed our investigation of Ms*** complaint We would first like to point out that HomeSure Services, Inc
is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cross Country Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms*** contract CCHS informed us that they have cancelled the warranty and refunded Ms*** $that went back on her credit cardSince Ms***’s warranty was cancelled and she has been refunded we have closed this case We apologize to Ms*** 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 L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
August 9, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * Jackie P*** Dear Ms*** We have completed the investigation of MsP***’ rebuttal to the response we provided.At some point after MsP*** filed her rebuttal we were able to get her issue over to the underwriter for the Sears Home Warranty since it was their office that provided the referral in questionThey reached out to MsP*** and it was our understanding that they then resolved the issue to MsP***’ satisfactionAgain, we apologize to MsP*** 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: *** ***searshc.com
Contact Name and Title: *** ***
April 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** *** * * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his washer
and his request to have the unit replaced under his Master Protection Agreement (MPA)
Upon receipt of Mr*** complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that Mr*** purchased the Master Protection Agreement (MPA) on March 3, Since the MPA went into effect, Mr*** has had two service calls completed with parts replaced under service orders *** (completed April 15, 2015) and *** (completed April 24, 2015)While we understand Mr*** is frustrated, a replacement is based upon the number of qualifying service orders completed; in this case, he has had twoAccording 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(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." As we stated previously, Mr*** washer has only had two qualifying repairs to dateSince we have explained why a replacement is currently not an option for Mr*** and completed the repair to his washer, we ask that this matter be closed
We apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
That's the best they would offer, so I figured that was better than nothingI still will never buy from Sears again
I KEEP TRYING TO SUBMIT AN IMAGE BUT I CANNOT SUBMIT THIS RESPONSE WITH A PICTURE!! Please help me as I would like to show you my proof of their advertised price in more than one location also!!Complaint: ***I am rejecting this response because: This price was advertised for several daysApparently Sears does not take any responsibility because they can put a disclaimer disqualifying everythingThis seems very convenient for them to not take any responsibilityAnytime a seller decides they do not want to stand behind their advertised price, they are covered by a "disclaimer"!!Also, I REFUSE to contact the seller *** again....they were rude, condescending and not helpful at all and I have shared this information with Sears multiple timesWhy would Sears even suggest that I contact this seller again and subject me to this abusive seller??Also, Sears makes it sound like I am being unreasonable because I refuse to send back the incorrect item until I receive my correct itemI do not feel I am being unreasonable, this seemed to be the only clout I have over this entire situationAnd to update you and Sears, I did send the product back a few days agoHonestly, with all of the money I have spent at Sears over the years, I expected much better from them than this.Sears, stand behind your services and your MarketPlace Seller program. The only resolution I will find fair is to get the vacuum cleaner I ordered at the price that it was advertised for which was the price I ordered it at.Sincerely,*** ***
January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed our
investigation regarding Ms***’s complaint regarding a recent order We have spoken with Ms*** concerning this matterWhen we spoke, we offered to provide her with a credit for $and she acceptedThat credit was issued on January 9, Since Ms*** indicated that this resolution met with her satisfaction, we have closed our fileWe 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 *** *** ***
February 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #***- Debra S*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding a missing refund
According to our records, Ms*** received her refund on February 13, As such, she has been made wholeWe sincerely apologize for the delayWe appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist Sears Holdings Corporation Tammie***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Ezra ***