Complaint: ***
I am rejecting this response because: there is still a one year warranty on this product and it does not function as advertised. that is wrong and should be rectifiedthe specifications may be provided by the manufacturer but sears is the one doing the advertisingI feel they are just as responsible as he manufacturer. They should be responsible for making sure that the product they sell does what they are advertising that it doesThe technician also stated in writing that the product will not even pull steam so to me and anyone else that says that it is NOT doing what Sears advertises that it will do
Sincerely,
Deborah ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a refrigerator purchased from the Holyoke Sears Outlet*** *** Sears
Outlet Stores District Manager provided the following response: We have processed an exchange for *** ***, his new *** refrigerator is scheduled to be delivered on Monday, May 2, Sears Home Delivery will be calling *** *** on Sunday evening the 1st of May to advise him of his scheduled delivery timeIf *** *** has any scheduling conflicts he can reschedule his delivery by calling Sears Home Delivery at *** If I can be of any additional assistance to *** ***, he can leave me a message at the store, my number is ***At this time, since it is my understanding that *** *** was satisfied with the aforementioned exchange, we ask that this complaint be closedWe apologize to *** *** 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 ***
June 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his online order experience
and request for a refund It is unfortunate that we failed Mr*** expectations and can understand his frustration with the series of events detailed in his complaintAs clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** *** *** located at *** *** *** *** *** ** *** with email: *** and telephone number (*** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in Mr*** order we found that the seller has not been able to provide a tracking number to dateThe seller advised that Mr*** refuse the merchandise should it be delivered in the interimWith that said, we have submitted a refund request and Mr*** should see the credit post to his account within to business daysIn closure, since a refund has been processed, we have closed our file 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
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that I am being refundedAnd will keep close watch for the refund on my credit cardHowever id like to state that when I got home the bolts were removedI put them back in before I left my home to take the
washer back to the storeAs the bolts are used to keep the drum from moving during transportation and I did not want to be responsible for transporting it incorrectly
Revdex.com:I have not lived @ Sundance address for several yearsmy address as stated in complaint letter is *** *** *** Indianapolis IN
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
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,
Christina C***
***November 9, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online order.After reviewing the complaint filed, we
forwarded this
matter to Sears Detail Control Center to researcher furtherDCC verified that
there was no charge to *** *** *** accountAs such, *** ** will need to contact
his credit card provider to dispute any chargesAgain, we reviewed his online
order number *** and found no charge to his *** accountWe can only
recommend that he contact *** for further information regarding his
accountIn the interim, we have noted *** *** concerns and respectfully ask to
have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** ***
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,
Charles S***
July 17th,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** *** *** Via: Revdex.com website
Dear Ms***
Thank you for contacting Sears Home Improvement Products
(SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner
MsP*** is concerned about the upstairs of the home allegedly not coolingThe inspection of the system found it was an issue with MsP*** damperWhen the damper failed it did not allow the proper air circulationWhen the damper failed it also appeared to have shorted out the thermostat to the upstairs of the homeThe damaged thermostat was not discovered until a follow up visit after the damper was installedThe thermostat is an item installed by SHIPSHIP provided a replacement thermostat at no cost as the thermostat is under warranty, even though the cause of the failure was not the result of the product or the Sears authorized installationAt this time all repairs have been completedPer my last email with MsP***, everything was working properly and nothing further needed to be addressed
I have explained to MsP*** that the damper was not an item that SHIP sold or installed per our contractThe damper was sold independently and installed by US Air Heating and
CoolingI also advised her that warranty claims or issue that may come from the unit she would have to address directly with the installer, ** *** *** *** *** and not SHIPThis would involve the damper only
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MsP*** as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at *** * *** or via email at ***
Sincerely,
Carlos C*** SHIP/HI Regulatory Complaint Specialist
cc: MsDiane P*** Via: 1st Class Mail
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 I have spoken to Mr*** *** the manager of the Sears store auto deptin question via telephone and he has verbally assured me that the incorrectly placed charges for services shall be refunded on my credit cardI will be required to visit the store in order to process the refundIn view of Mr*** intransigence to settle the matter amicably in the past I shall refrain from considering the matter closed until the payment is finalized
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the Sears Home Warranty and repairs to her refrigeratorSears Home
Services records indicate that repairs to Ms*** refrigerator were completed on July 14, During the service call the technician installed a new evaporator fan motorAfter the unit was reassembled it was tested and was found to be operating as expectedAt this time, since we have completed the repairs to Ms*** refrigerator, we ask that this complaint be closedWe apologize to Ms*** 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 ***
September 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 94*** - Alfred ***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his repair experience
Upon receipt of Mr***'s complaint, we found that our carservice management had moved forward with a replacementI confirmed with Mr*** the receipt of the new mowerIt is unfortunate that we failed Mr***'s expectations and we do 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 occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be avertedWe can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his repair caused him any inconvenienceWe respectfully ask that this matter be closed, since we have replaced Mr***'s mower and noted his candid feedback
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 ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512*** direct
Vanessa.***@searshc.com
August 16, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Tami M*** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her refrigerator First, we would
like to apologize to Ms*** for failing her expectations in regard to her refrigeratorWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we reviewed the notes in her service ordersDue to the ongoing issues, my office authorized an exceptional parts in-warranty exchange. Ms*** was contacted today, August 16, 2016, and advised of her options. Ms*** was able to find a comparable refrigerator and is expecting delivery of the new unit on August 17, 2016. Additionally, the new refrigerator will come with a one-year manufacturer’s warranty that will commence upon delivery. Lastly, we will monitor the delivery to ensure that it is completed to Ms***’s satisfaction. With that said, since it is our understanding that Ms*** is satisfied with the aforementioned resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
August 25, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Edward C*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding the non-receipt of a refund for a returned
part First, we would like to apologize to Mr*** for failing his expectations in regard to a recent range repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we contacted the local service unit to research his concerns. Technical Manager Kathy Lewis confirmed that the technician submitted a refund request, but the refund was not processed. Accordingly, we have processed a credit request to Mr***’s Visa account ending in *** in the amount of $275.43; he should see the credit post in the next five to seven business days. With that said, since we have documented Mr***’s concerns and issued his requested refund, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
July 7,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Ms*** complaint regarding the
installation of her dishwasher
Upon receiving Ms*** complaint, we escalated her concerns to *** *** Customer Service Representative for the Installation Member Experience Team. MrRogers has attempted to reach Ms*** and has left contact information on her voicemail; however, at this time she has not responded. We are unable to resolve Ms*** issue until we have the opportunity to discuss the matter with her. She may contact Mr*** at *** at her earliest convenience if she still requires assistance with her issue. In the interim, we will consider Ms*** matter closed, pending her response
We apologize to Ms*** for this issue 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
***
***
March 21, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his tractor. We would first note that we
were unable to find the tractor or the service order under the phone number and/or address that was referenced on this complaintWithout viewing the record though, from Mr*** description of events it sounds like he had already ran the tractor too low on oil before he tried to fill itWhen a tractor has been operated with low or no oil, or even very dirty oil, it leaves distinct signs in the engineIf someone tries to later fill it with oil, then this oil will not mix and will not circulate through because unfortunately it is too late and the damage to the engine has already been doneIn this case, it sounds like the engine seized and again the only reason for that would be running on very low or no oil at allFrom the amount of oil that Mr*** references that he put in, if in fact the engine had not already been damaged then that would have been enough and it would not have seizedAgain, once it was already damaged that new oil would just lay in there and not circulate or lube the engine Unfortunately damage of this nature is never covered under any warranty or service contract since it is due to negligenceIf Mr*** has one of our Repair Protection Agreements (RPA) then that would give him a 25% discount on his repairsOtherwise, he would be responsible for any repair costsThis is not a diagnosis we make lightly because we are aware of how contentious it can be, not to mention upsetting considering the cost of the tractor, and there is no benefit for us to make this diagnosis if it is not trueWe do not benefit by not repairing and in fact make less money since we do not receive payment for a warranty service call and in many cases the consumer does not choose to pay for the repairWith that said, since there is no reason for us to have told Mr*** that he operated the tractor on very low or no oil if that was not the case, and the engine would show us this regardless of whether some oil was put in afterward or not, 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: ***
September 9,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #- Robert ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding our minimum charge
In reading Mr
***'s complaint, we can only guess that he somehow became confused when scheduling a repair on his microwaveWe say this only because we do not have a minimum charge of $The only minimum fee we quote over the phone is the minimum fee we charge to provide in home service to diagnose the applianceThis is $and is payable if our estimate is declinedIf our estimate is accepted then the only amounts owed are the cost of the parts and the cost of labor; the latter amount incorporates our expenses to travel to the home and to repair the productOur labor charges are based on job codes and we have job codes that are less than $However, if it is a lengthy repair then it is possible the labor charge could be that highPerhaps when our scheduling agent was explaining our Service Smart Agreement (SSA) they used that dollar amount to illustrate what a good deal our SSA's can be
Basically our SSA is the only agreement we sell for appliances that are not in good working orderBecause of this some of the benefits are more limited, and there are qualifications that have to be met, such as the appliance being under years of age, with a legible model and serial number, not in a disassembled state, and not damaged through an act of natureHowever, if the appliance meets the qualifications, there is really no downside to the SSAIf for some reason the actual repair ends up being less than the cost of the contract, then the consumer can always call in and cancel the SSA and receive the difference between the amount charged and the amount the service would have cost without the coverageMost times though, the repair is more and in those cases the consumer gets any single repair up to $at no charge (besides the charge for the SSA) and also gets a year of coverage beyond that repair in case any further problems develop
While the cost for the SSA might seem high when Mr*** contrasts it with the amount he paid for the microwave, he should also be aware that with built in appliances there is also the cost of installation, and possibly carpentry work if the existing cut-out has to be modifiedSo sometimes saving this additional cost can make it worthwhileIn addition, if for some reason we cannot repair the appliance and/or if any single repair is more than $then the consumer not only gets up to $towards a comparable replacement, but it also covers at least the basic installation costs of that appliance; it does not however, cover any modifications that have to be made or any code upgrades that might be required
At this time we hope our explanation at least helps Mr*** make a decision on whether he would like to have his microwave serviced or notSince we have clarified that our minimum fee is $and not $249.00, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: 512-***
Email: Dana.***@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,
Jose G***
January 5, 2017
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding
his missing award cards According to our records, Mr*** confirmed with Chelsea, who he mentioned in his complaint, that he had received the gift cards as of December 27, We would like to thank Mr*** for his patronage and apologize for the delayIn light of the aforementioned information, we have closed our file Again, 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 Complaint Specialist Sears Holdings Corporation *** *** Tell us why here
Complaint: ***
I am rejecting this response because: there is still a one year warranty on this product and it does not function as advertised. that is wrong and should be rectifiedthe specifications may be provided by the manufacturer but sears is the one doing the advertisingI feel they are just as responsible as he manufacturer. They should be responsible for making sure that the product they sell does what they are advertising that it doesThe technician also stated in writing that the product will not even pull steam so to me and anyone else that says that it is NOT doing what Sears advertises that it will do
Sincerely,
Deborah ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a refrigerator purchased from the Holyoke Sears Outlet*** *** Sears
Outlet Stores District Manager provided the following response: We have processed an exchange for *** ***, his new *** refrigerator is scheduled to be delivered on Monday, May 2, Sears Home Delivery will be calling *** *** on Sunday evening the 1st of May to advise him of his scheduled delivery timeIf *** *** has any scheduling conflicts he can reschedule his delivery by calling Sears Home Delivery at *** If I can be of any additional assistance to *** ***, he can leave me a message at the store, my number is ***At this time, since it is my understanding that *** *** was satisfied with the aforementioned exchange, we ask that this complaint be closedWe apologize to *** *** 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 ***
June 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his online order experience
and request for a refund It is unfortunate that we failed Mr*** expectations and can understand his frustration with the series of events detailed in his complaintAs clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** *** *** located at *** *** *** *** *** ** *** with email: *** and telephone number (*** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in Mr*** order we found that the seller has not been able to provide a tracking number to dateThe seller advised that Mr*** refuse the merchandise should it be delivered in the interimWith that said, we have submitted a refund request and Mr*** should see the credit post to his account within to business daysIn closure, since a refund has been processed, we have closed our file 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
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that I am being refundedAnd will keep close watch for the refund on my credit cardHowever id like to state that when I got home the bolts were removedI put them back in before I left my home to take the
washer back to the storeAs the bolts are used to keep the drum from moving during transportation and I did not want to be responsible for transporting it incorrectly
Revdex.com:I have not lived @ Sundance address for several yearsmy address as stated in complaint letter is *** *** *** Indianapolis IN
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
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,
Christina C***
***November 9, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online order.After reviewing the complaint filed, we
forwarded this
matter to Sears Detail Control Center to researcher furtherDCC verified that
there was no charge to *** *** *** accountAs such, *** ** will need to contact
his credit card provider to dispute any chargesAgain, we reviewed his online
order number *** and found no charge to his *** accountWe can only
recommend that he contact *** for further information regarding his
accountIn the interim, we have noted *** *** concerns and respectfully ask to
have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** ***
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,
Charles S***
July 17th,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** *** *** Via: Revdex.com website
Dear Ms***
Thank you for contacting Sears Home Improvement Products
(SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner
MsP*** is concerned about the upstairs of the home allegedly not coolingThe inspection of the system found it was an issue with MsP*** damperWhen the damper failed it did not allow the proper air circulationWhen the damper failed it also appeared to have shorted out the thermostat to the upstairs of the homeThe damaged thermostat was not discovered until a follow up visit after the damper was installedThe thermostat is an item installed by SHIPSHIP provided a replacement thermostat at no cost as the thermostat is under warranty, even though the cause of the failure was not the result of the product or the Sears authorized installationAt this time all repairs have been completedPer my last email with MsP***, everything was working properly and nothing further needed to be addressed
I have explained to MsP*** that the damper was not an item that SHIP sold or installed per our contractThe damper was sold independently and installed by US Air Heating and
CoolingI also advised her that warranty claims or issue that may come from the unit she would have to address directly with the installer, ** *** *** *** *** and not SHIPThis would involve the damper only
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MsP*** as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at *** * *** or via email at ***
Sincerely,
Carlos C*** SHIP/HI Regulatory Complaint Specialist
cc: MsDiane P*** Via: 1st Class Mail
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 I have spoken to Mr*** *** the manager of the Sears store auto deptin question via telephone and he has verbally assured me that the incorrectly placed charges for services shall be refunded on my credit cardI will be required to visit the store in order to process the refundIn view of Mr*** intransigence to settle the matter amicably in the past I shall refrain from considering the matter closed until the payment is finalized
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the Sears Home Warranty and repairs to her refrigeratorSears Home
Services records indicate that repairs to Ms*** refrigerator were completed on July 14, During the service call the technician installed a new evaporator fan motorAfter the unit was reassembled it was tested and was found to be operating as expectedAt this time, since we have completed the repairs to Ms*** refrigerator, we ask that this complaint be closedWe apologize to Ms*** 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 ***
September 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 94*** - Alfred ***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his repair experience
Upon receipt of Mr***'s complaint, we found that our carservice management had moved forward with a replacementI confirmed with Mr*** the receipt of the new mowerIt is unfortunate that we failed Mr***'s expectations and we do 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 occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be avertedWe can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his repair caused him any inconvenienceWe respectfully ask that this matter be closed, since we have replaced Mr***'s mower and noted his candid feedback
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 ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512*** direct
Vanessa.***@searshc.com
August 16, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Tami M*** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her refrigerator First, we would
like to apologize to Ms*** for failing her expectations in regard to her refrigeratorWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we reviewed the notes in her service ordersDue to the ongoing issues, my office authorized an exceptional parts in-warranty exchange. Ms*** was contacted today, August 16, 2016, and advised of her options. Ms*** was able to find a comparable refrigerator and is expecting delivery of the new unit on August 17, 2016. Additionally, the new refrigerator will come with a one-year manufacturer’s warranty that will commence upon delivery. Lastly, we will monitor the delivery to ensure that it is completed to Ms***’s satisfaction. With that said, since it is our understanding that Ms*** is satisfied with the aforementioned resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
August 25, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Edward C*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding the non-receipt of a refund for a returned
part First, we would like to apologize to Mr*** for failing his expectations in regard to a recent range repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we contacted the local service unit to research his concerns. Technical Manager Kathy Lewis confirmed that the technician submitted a refund request, but the refund was not processed. Accordingly, we have processed a credit request to Mr***’s Visa account ending in *** in the amount of $275.43; he should see the credit post in the next five to seven business days. With that said, since we have documented Mr***’s concerns and issued his requested refund, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
July 7,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Ms*** complaint regarding the
installation of her dishwasher
Upon receiving Ms*** complaint, we escalated her concerns to *** *** Customer Service Representative for the Installation Member Experience Team. MrRogers has attempted to reach Ms*** and has left contact information on her voicemail; however, at this time she has not responded. We are unable to resolve Ms*** issue until we have the opportunity to discuss the matter with her. She may contact Mr*** at *** at her earliest convenience if she still requires assistance with her issue. In the interim, we will consider Ms*** matter closed, pending her response
We apologize to Ms*** for this issue 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
***
***
March 21, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his tractor. We would first note that we
were unable to find the tractor or the service order under the phone number and/or address that was referenced on this complaintWithout viewing the record though, from Mr*** description of events it sounds like he had already ran the tractor too low on oil before he tried to fill itWhen a tractor has been operated with low or no oil, or even very dirty oil, it leaves distinct signs in the engineIf someone tries to later fill it with oil, then this oil will not mix and will not circulate through because unfortunately it is too late and the damage to the engine has already been doneIn this case, it sounds like the engine seized and again the only reason for that would be running on very low or no oil at allFrom the amount of oil that Mr*** references that he put in, if in fact the engine had not already been damaged then that would have been enough and it would not have seizedAgain, once it was already damaged that new oil would just lay in there and not circulate or lube the engine Unfortunately damage of this nature is never covered under any warranty or service contract since it is due to negligenceIf Mr*** has one of our Repair Protection Agreements (RPA) then that would give him a 25% discount on his repairsOtherwise, he would be responsible for any repair costsThis is not a diagnosis we make lightly because we are aware of how contentious it can be, not to mention upsetting considering the cost of the tractor, and there is no benefit for us to make this diagnosis if it is not trueWe do not benefit by not repairing and in fact make less money since we do not receive payment for a warranty service call and in many cases the consumer does not choose to pay for the repairWith that said, since there is no reason for us to have told Mr*** that he operated the tractor on very low or no oil if that was not the case, and the engine would show us this regardless of whether some oil was put in afterward or not, 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: ***
September 9,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #- Robert ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding our minimum charge
In reading Mr
***'s complaint, we can only guess that he somehow became confused when scheduling a repair on his microwaveWe say this only because we do not have a minimum charge of $The only minimum fee we quote over the phone is the minimum fee we charge to provide in home service to diagnose the applianceThis is $and is payable if our estimate is declinedIf our estimate is accepted then the only amounts owed are the cost of the parts and the cost of labor; the latter amount incorporates our expenses to travel to the home and to repair the productOur labor charges are based on job codes and we have job codes that are less than $However, if it is a lengthy repair then it is possible the labor charge could be that highPerhaps when our scheduling agent was explaining our Service Smart Agreement (SSA) they used that dollar amount to illustrate what a good deal our SSA's can be
Basically our SSA is the only agreement we sell for appliances that are not in good working orderBecause of this some of the benefits are more limited, and there are qualifications that have to be met, such as the appliance being under years of age, with a legible model and serial number, not in a disassembled state, and not damaged through an act of natureHowever, if the appliance meets the qualifications, there is really no downside to the SSAIf for some reason the actual repair ends up being less than the cost of the contract, then the consumer can always call in and cancel the SSA and receive the difference between the amount charged and the amount the service would have cost without the coverageMost times though, the repair is more and in those cases the consumer gets any single repair up to $at no charge (besides the charge for the SSA) and also gets a year of coverage beyond that repair in case any further problems develop
While the cost for the SSA might seem high when Mr*** contrasts it with the amount he paid for the microwave, he should also be aware that with built in appliances there is also the cost of installation, and possibly carpentry work if the existing cut-out has to be modifiedSo sometimes saving this additional cost can make it worthwhileIn addition, if for some reason we cannot repair the appliance and/or if any single repair is more than $then the consumer not only gets up to $towards a comparable replacement, but it also covers at least the basic installation costs of that appliance; it does not however, cover any modifications that have to be made or any code upgrades that might be required
At this time we hope our explanation at least helps Mr*** make a decision on whether he would like to have his microwave serviced or notSince we have clarified that our minimum fee is $and not $249.00, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: 512-***
Email: Dana.***@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,
Jose G***
January 5, 2017
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding
his missing award cards According to our records, Mr*** confirmed with Chelsea, who he mentioned in his complaint, that he had received the gift cards as of December 27, We would like to thank Mr*** for his patronage and apologize for the delayIn light of the aforementioned information, we have closed our file Again, 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 Complaint Specialist Sears Holdings Corporation *** *** Tell us why here