Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Carole *** #9456***
Dear Ms***:
We have completed the
investigation of Ms*** complaint regarding a garage door opener purchased at Sears
Brenda ***, Sears Home Services, Support Specialist provided the following response:
During a service call completed this afternoon, August 25, 2015, a Sears Home Services technician completed repairs to Ms*** garage door openerAfter service was completed I had the pleasure of speaking with Mr*** who informed me that the unit was operating as expectedMoving forward, if I can be of any further assistance to Mr***k, he can contact me directly at 410/***That said 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
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** - Jackie M W***
Dear *** *** We have completed our investigation of MsW*** complaint regarding her vacuum cleaner What MsW*** was assisted by
our executive team and accepted a resolution of $in Shop Your Way PointsSince MsW*** issues has been addressed and she accepted the $SYW points we have closed this case We apologize to MsW*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding non-receipt of a refund for the return
of a washer and dryer she purchased from Sears It is unfortunate that we failed Ms*** expectations when she recently purchased a washer and dryer from SearsWe value her 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, we revealed that a refund check was generated on March 23, 2017, and mailed to the address Ms*** provided when opening her layaway. Mailed checks typically arrive within to business days from the issue date. Therefore, Ms*** check had not yet arrived when she filed this complaint. At this time, we can only reiterate that we regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us an opportunity to provide her 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, 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 *** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, the disputed funds have been received
Sincerely,
*** ***
October 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** Christopher B*** Dear *** *** We have completed the investigation of MrB*** complaint regarding
a recent purchase In the interest of consumer satisfaction, an exception to our liquidation return policy was made and MrB*** was allowed to return his itemAs such, we have closed our file In closure, we apologize to MrB*** 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*** Specialist, Regulatory Complaints Email: ***
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. I received a full refund to my credit card for the refrigerator which I returned, despite manager *** *** objections. Without assistance from the Revdex.com, I do not believe I would have been able to receive the refund
Sincerely,
*** ***
June 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
experience It is unfortunate that we failed Mr*** expectations and we can understand his frustration with the series of events noted in his complaintAs clarification, delivery dates are always tentative since we are dependent upon the manufacturer’s providing our warehouses with the productAdditionally, we are unable to request sooner deliveryWe regret that this incident occurred, and we can assure that Mr*** concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that the order had been cancelled and full refund was issued on June 17, For Mr*** records the refund receipt number is *** We 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 uponIn the interim, we have noted Mr*** 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
May 31,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
Dear *** ***
We have completed the investigation of Ms*** complaint regarding the problems she encountered when she attempted to
exchange a tractor belt after the day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is listed on Sears.com for review and it states that, for most items, a customer has days from the date of their original purchase to make a returnSince Mr*** purchased the belt on April 2, 2016, and he attempted to exchange it on May 22, 2016, he was clearly over the 30-day “hassle-free” return or exchange periodHowever, Ms*** mentioned that Mr*** has purchased the exact item for several years and it would fit his tractor without any problem; therefore, it is a possibility that the belt was defectiveWe apologize that the store did not investigate if it was defective by comparing it to another belt with the same part numberWe also informed Ms*** that the part number that Mr*** has been purchasing is a generic belt that can be used on a variety of tractor modelsWe explained that she could order online at www.*** the belt that is specific to their tractor modelFor their inconvenience and customer satisfaction, we offered Ms*** a $gift card to purchase another belt from our store or online; she accepted the offerWe processed the gift card and she should receive it within hours via emailWith that being said, since we have addressed the issue brought forth in Ms*** complaint, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
July 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear MsV*** We have completed our review of Mrs*** rebuttal complaint regarding her cancelled online order and her request to receive a refund to her *** account We forwarded this matter to Sears Detail Control Center to research furtherDCC contacted the *** team who issued the credit of $for MrsN***The refund information that *** provided is Refund ID- ***MrsN*** can provide this refund ID to verify that the refund has been processedMrsN*** may contact *** for any further questions regarding her refundIn the interim, we have noted MrsN*** 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
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Tamyra *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her refrigerator Our records show that Ms***
contacted Sears for the first time on April 6, and requested service on the refrigeratorShe purchased a Sears Home Warranty but then cancelled the warranty as she was informed that she had a Master Protection Agreement (MPA) that she purchased at the same time she purchased her refrigerator on July 14, We have no records of service for the refrigerator before April of nor do I show any calls to Sears before April 6, requesting service for her refrigeratorOur service technician replaced a drain tube on April 17, Since we have repaired the refrigerator under the now expired MPA we have closed this case 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
September 9,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the service on her
refrigerator has not been completed in a timely manner
Upon receipt of Ms*** complaint we reviewed the service order related to the refrigerator repairOn July 24, Ms*** called to report that the refrigerator was not cooling and requested serviceOn August 2, our technician assessed the refrigerator and found that the main board and a capacitor were shorted outOur technician ordered the necessary parts and scheduled to return to install the parts upon arrivalOn August 11, we were informed that one of the parts was on back order from the manufacturerThe part arrived on August 24, and service was scheduled for September 2, Regrettably, after installing the parts, our technician discovered that he had to order two additional parts which would delay the repair again
We can understand how frustrating Ms*** has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception due to the parts delay and multiple repair attemptsOn September 8, we authorized Ms*** for a warranty exchange on the refrigeratorShe has made a selection and the expected delivery date is scheduled for September 21, In the interim, since we have provided Ms*** with a resolution that met 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
*** *** ***
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 as long as I recieve my part by the end of December.
Sincerely,
*** * ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding repairs to his refrigeratorWe have been advised that another
service provider completed repairs to Mr*** refrigeratorThe refrigerator is question is covered by the Sears Home Warranty which is administered by *** *** *** Services (CCHS) not SearsIf MrBilberry has any additional questions or concerns regarding this repair, he will need to contact CCHS at ***At this time, since we have noted the repairs have been completed, we ask that this complaint be closedWe 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 ***
February 28,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re* * *** * *** *** **
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problem he encountered when he attempted to
return his purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Mr*** was provided clearly states the following: Most items have a return policy of days from purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions ApplySee Sears.com, signs posted at registers, or ask an associate for detailsMr*** could have followed the instructions on the receipt to review the policy online or simply asked an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptionsPlease see our return policy exceptions & special terms below….” Since Mr*** made his purchase on October 30, 2016, and then tried to return it in December he was over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Mr***, when no one else has received oneMr*** indicated that he was not offered an option for an in-store credit or a gift card, but that is precisely what we mean when we say we are not making exceptionsThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr*** request
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: I have talked to *** and *** both in Florida. No one I have talked to has provided complete information in order for me to be able to use the $ 1K credit. I followed Angela's instructions to the letter and made a mileround trip to purchase a frij , receive the intent to purchase document and fax that info to Claims Division, (336) with my claim number *** and my info. This was at a Sears Store Sugarloaf Pkwy, Lawrenceville GA phone (678) 6464. The Manager would not honor my request re the intent to purchase and told me I had to pay for the frij. I called Sears Warranty and talked to *** in Florida. The Sears Manager listened to our conversation on speaker and still would not honor my request.I asked *** if I could speak to a Supervisor. I was told none was available and someone would call me back. No one has called. I called and talked to *** in Florida. He told me he would research to see which stores I could actually use the intent to purchase.I tried to call Ms ***. I have no messages from her. I left her a message. We still do not have a refrigerator
Sincerely,
*** ***
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
Sears has decided to make restitution on their failure to comply with our purchase of their Extended Service contractMy husband and I were offered $towards the purchase of a new TV at a Sears location
We have in fact accepted this offer and visited a Sears store to make a purchase of a new TVWe declined the offer to add an Extended Service contract to our purchase
At this time I would like to thank Sears for reaching a resolution to this complaintTheir apologies and this resolution have gone a long way toward restoring a lost customer
I would also like to thank the Revdex.com for their efforts and work at bring about this resolutionWithout the Revdex.com the relations between ourselves and Sears would have been permanently damaged
Complaint: ***
I am rejecting this response because: The refrigerator "technician" gave a receipt to my daughter stating the refrigerator was "not repairable." So not only does Sears steal from its customers, it also lies and uses deceptionI was there that day the repairman was thereI heard exactly what he said and who he said it toSears has not lost a customer, it lost a family, it lost a generation of customers- all to save a few bucksI have never known a refrigerator to go out after yearsI don't care if the warranty was out- you should have done the right thingThis cost this young lady $for dealing with SearsHave no doubt- the *** family- all of us- will never patronize Sears againIf I thought for one moment I was dealing with decent human beings, I might try to relate to sears the mistake they are making Sears is in fact, a money grubbing, cold, heartless, corporation, where their only concern is that of greed.Goodbye Sears- may you choke on your money- for one day it will end and you will have nothing!
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,
David S***
August 2,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction
with the multiple repair attempts on her washer
We have spoken to Mr*** in reference to his concerns and after reviewing his service history, we can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like Mr***, and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, we have agreed to exchange Mr*** refrigerator and have authorized $1,to use towards the replacement. Our offices have called Mr*** and advised to the replacement process and have answered any questions that he had. That being said, because we are in the process of exchanging Mr*** refrigerator, we respectfully request this complaint be closed
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,
*** ***
Regulatory Complaints Specialist
***
***
Complaint: ***
I am rejecting this response because: “Your technician will provide you with a detailed estimate for the cost of repairsThere will be no charge for this estimate if you proceed with the repair. If you choose not to have your repaired, you will be charged a non-refundable fee of $96.00.”What they told me as stated above enforce my understanding of the refundI even asked the technician if the amount was going to be refunded and he said it should. If you analyzed it, it contradicts itself what Ms*** indicates. When you call for service they clearly indicate that they’ll charge you for the diagnostic. They don’t go to your house for freeThat is why I accepted their terms of the verbal contract and now Sears is not willing to accept their own terms that they offered. Let me put it more clear, when you go to an auto dealer with a car problem they charge you for the diagnostic and if you decide to have the service done their diagnostic fee will be applicable to parts and labor. They don’t diagnostic for free as it cost them to do the service. Cannot accept this deceiving practice they are performing and want my refund as part of the verbal contract.
Sincerely,
*** ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Carole *** #9456***
Dear Ms***:
We have completed the
investigation of Ms*** complaint regarding a garage door opener purchased at Sears
Brenda ***, Sears Home Services, Support Specialist provided the following response:
During a service call completed this afternoon, August 25, 2015, a Sears Home Services technician completed repairs to Ms*** garage door openerAfter service was completed I had the pleasure of speaking with Mr*** who informed me that the unit was operating as expectedMoving forward, if I can be of any further assistance to Mr***k, he can contact me directly at 410/***That said 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
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** - Jackie M W***
Dear *** *** We have completed our investigation of MsW*** complaint regarding her vacuum cleaner What MsW*** was assisted by
our executive team and accepted a resolution of $in Shop Your Way PointsSince MsW*** issues has been addressed and she accepted the $SYW points we have closed this case We apologize to MsW*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding non-receipt of a refund for the return
of a washer and dryer she purchased from Sears It is unfortunate that we failed Ms*** expectations when she recently purchased a washer and dryer from SearsWe value her 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, we revealed that a refund check was generated on March 23, 2017, and mailed to the address Ms*** provided when opening her layaway. Mailed checks typically arrive within to business days from the issue date. Therefore, Ms*** check had not yet arrived when she filed this complaint. At this time, we can only reiterate that we regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us an opportunity to provide her 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, 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 *** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, the disputed funds have been received
Sincerely,
*** ***
October 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** Christopher B*** Dear *** *** We have completed the investigation of MrB*** complaint regarding
a recent purchase In the interest of consumer satisfaction, an exception to our liquidation return policy was made and MrB*** was allowed to return his itemAs such, we have closed our file In closure, we apologize to MrB*** 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*** Specialist, Regulatory Complaints Email: ***
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. I received a full refund to my credit card for the refrigerator which I returned, despite manager *** *** objections. Without assistance from the Revdex.com, I do not believe I would have been able to receive the refund
Sincerely,
*** ***
June 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
experience It is unfortunate that we failed Mr*** expectations and we can understand his frustration with the series of events noted in his complaintAs clarification, delivery dates are always tentative since we are dependent upon the manufacturer’s providing our warehouses with the productAdditionally, we are unable to request sooner deliveryWe regret that this incident occurred, and we can assure that Mr*** concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that the order had been cancelled and full refund was issued on June 17, For Mr*** records the refund receipt number is *** We 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 uponIn the interim, we have noted Mr*** 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
May 31,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
Dear *** ***
We have completed the investigation of Ms*** complaint regarding the problems she encountered when she attempted to
exchange a tractor belt after the day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is listed on Sears.com for review and it states that, for most items, a customer has days from the date of their original purchase to make a returnSince Mr*** purchased the belt on April 2, 2016, and he attempted to exchange it on May 22, 2016, he was clearly over the 30-day “hassle-free” return or exchange periodHowever, Ms*** mentioned that Mr*** has purchased the exact item for several years and it would fit his tractor without any problem; therefore, it is a possibility that the belt was defectiveWe apologize that the store did not investigate if it was defective by comparing it to another belt with the same part numberWe also informed Ms*** that the part number that Mr*** has been purchasing is a generic belt that can be used on a variety of tractor modelsWe explained that she could order online at www.*** the belt that is specific to their tractor modelFor their inconvenience and customer satisfaction, we offered Ms*** a $gift card to purchase another belt from our store or online; she accepted the offerWe processed the gift card and she should receive it within hours via emailWith that being said, since we have addressed the issue brought forth in Ms*** complaint, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
July 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear MsV*** We have completed our review of Mrs*** rebuttal complaint regarding her cancelled online order and her request to receive a refund to her *** account We forwarded this matter to Sears Detail Control Center to research furtherDCC contacted the *** team who issued the credit of $for MrsN***The refund information that *** provided is Refund ID- ***MrsN*** can provide this refund ID to verify that the refund has been processedMrsN*** may contact *** for any further questions regarding her refundIn the interim, we have noted MrsN*** 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
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Tamyra *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her refrigerator Our records show that Ms***
contacted Sears for the first time on April 6, and requested service on the refrigeratorShe purchased a Sears Home Warranty but then cancelled the warranty as she was informed that she had a Master Protection Agreement (MPA) that she purchased at the same time she purchased her refrigerator on July 14, We have no records of service for the refrigerator before April of nor do I show any calls to Sears before April 6, requesting service for her refrigeratorOur service technician replaced a drain tube on April 17, Since we have repaired the refrigerator under the now expired MPA we have closed this case 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
September 9,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the service on her
refrigerator has not been completed in a timely manner
Upon receipt of Ms*** complaint we reviewed the service order related to the refrigerator repairOn July 24, Ms*** called to report that the refrigerator was not cooling and requested serviceOn August 2, our technician assessed the refrigerator and found that the main board and a capacitor were shorted outOur technician ordered the necessary parts and scheduled to return to install the parts upon arrivalOn August 11, we were informed that one of the parts was on back order from the manufacturerThe part arrived on August 24, and service was scheduled for September 2, Regrettably, after installing the parts, our technician discovered that he had to order two additional parts which would delay the repair again
We can understand how frustrating Ms*** has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception due to the parts delay and multiple repair attemptsOn September 8, we authorized Ms*** for a warranty exchange on the refrigeratorShe has made a selection and the expected delivery date is scheduled for September 21, In the interim, since we have provided Ms*** with a resolution that met 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
*** *** ***
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 as long as I recieve my part by the end of December.
Sincerely,
*** * ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding repairs to his refrigeratorWe have been advised that another
service provider completed repairs to Mr*** refrigeratorThe refrigerator is question is covered by the Sears Home Warranty which is administered by *** *** *** Services (CCHS) not SearsIf MrBilberry has any additional questions or concerns regarding this repair, he will need to contact CCHS at ***At this time, since we have noted the repairs have been completed, we ask that this complaint be closedWe 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 ***
February 28,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re* * *** * *** *** **
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problem he encountered when he attempted to
return his purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Mr*** was provided clearly states the following: Most items have a return policy of days from purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions ApplySee Sears.com, signs posted at registers, or ask an associate for detailsMr*** could have followed the instructions on the receipt to review the policy online or simply asked an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptionsPlease see our return policy exceptions & special terms below….” Since Mr*** made his purchase on October 30, 2016, and then tried to return it in December he was over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Mr***, when no one else has received oneMr*** indicated that he was not offered an option for an in-store credit or a gift card, but that is precisely what we mean when we say we are not making exceptionsThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr*** request
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: I have talked to *** and *** both in Florida. No one I have talked to has provided complete information in order for me to be able to use the $ 1K credit. I followed Angela's instructions to the letter and made a mileround trip to purchase a frij , receive the intent to purchase document and fax that info to Claims Division, (336) with my claim number *** and my info. This was at a Sears Store Sugarloaf Pkwy, Lawrenceville GA phone (678) 6464. The Manager would not honor my request re the intent to purchase and told me I had to pay for the frij. I called Sears Warranty and talked to *** in Florida. The Sears Manager listened to our conversation on speaker and still would not honor my request.I asked *** if I could speak to a Supervisor. I was told none was available and someone would call me back. No one has called. I called and talked to *** in Florida. He told me he would research to see which stores I could actually use the intent to purchase.I tried to call Ms ***. I have no messages from her. I left her a message. We still do not have a refrigerator
Sincerely,
*** ***
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
Sears has decided to make restitution on their failure to comply with our purchase of their Extended Service contractMy husband and I were offered $towards the purchase of a new TV at a Sears location
We have in fact accepted this offer and visited a Sears store to make a purchase of a new TVWe declined the offer to add an Extended Service contract to our purchase
At this time I would like to thank Sears for reaching a resolution to this complaintTheir apologies and this resolution have gone a long way toward restoring a lost customer
I would also like to thank the Revdex.com for their efforts and work at bring about this resolutionWithout the Revdex.com the relations between ourselves and Sears would have been permanently damaged
Complaint: ***
I am rejecting this response because: The refrigerator "technician" gave a receipt to my daughter stating the refrigerator was "not repairable." So not only does Sears steal from its customers, it also lies and uses deceptionI was there that day the repairman was thereI heard exactly what he said and who he said it toSears has not lost a customer, it lost a family, it lost a generation of customers- all to save a few bucksI have never known a refrigerator to go out after yearsI don't care if the warranty was out- you should have done the right thingThis cost this young lady $for dealing with SearsHave no doubt- the *** family- all of us- will never patronize Sears againIf I thought for one moment I was dealing with decent human beings, I might try to relate to sears the mistake they are making Sears is in fact, a money grubbing, cold, heartless, corporation, where their only concern is that of greed.Goodbye Sears- may you choke on your money- for one day it will end and you will have nothing!
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,
David S***
August 2,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction
with the multiple repair attempts on her washer
We have spoken to Mr*** in reference to his concerns and after reviewing his service history, we can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like Mr***, and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, we have agreed to exchange Mr*** refrigerator and have authorized $1,to use towards the replacement. Our offices have called Mr*** and advised to the replacement process and have answered any questions that he had. That being said, because we are in the process of exchanging Mr*** refrigerator, we respectfully request this complaint be closed
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,
*** ***
Regulatory Complaints Specialist
***
***
Complaint: ***
I am rejecting this response because: “Your technician will provide you with a detailed estimate for the cost of repairsThere will be no charge for this estimate if you proceed with the repair. If you choose not to have your repaired, you will be charged a non-refundable fee of $96.00.”What they told me as stated above enforce my understanding of the refundI even asked the technician if the amount was going to be refunded and he said it should. If you analyzed it, it contradicts itself what Ms*** indicates. When you call for service they clearly indicate that they’ll charge you for the diagnostic. They don’t go to your house for freeThat is why I accepted their terms of the verbal contract and now Sears is not willing to accept their own terms that they offered. Let me put it more clear, when you go to an auto dealer with a car problem they charge you for the diagnostic and if you decide to have the service done their diagnostic fee will be applicable to parts and labor. They don’t diagnostic for free as it cost them to do the service. Cannot accept this deceiving practice they are performing and want my refund as part of the verbal contract.
Sincerely,
*** ***