Contact Name and Title: *** ***
October 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** * * ***
*** *** ***
We have completed our investigation *** *** complaint regarding Sears Carpet/Duct
Cleaning
Upon receipt of *** ***'s complaint, we contacted the local office for assistanceManager *** *** responded that *** *** is a former employee who resigned to pursue an independent business opportunity, but has since asked for his job back and been deniedIt is *** *** contention that *** *** filed this complaint because he is angry that he was not re-hiredAs to *** ***s allegation that an illegal person completed the cleaning; *** *** explained that the person in question is a long-term employee with an excellent work recordLastly, *** *** declined the duct cleaning service after he was advised that he would not be provided with a discountSince *** ***'s complaint has been found to be without merit, we ask that this matter be closed
We appreciate the opportunity to address this matter
Sincerely,
*** ***
*** *** ***
October 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her recent online order
experience and request for a refund *** *** Store General Manager for Kmart Unit ***, provided the following response: It is unfortunate that we failed Mrs*** expectations as we value her patronageAfter researching this matter further with Kmart.com, we were informed that the matter has since been resolvedMrs*** originally used a prepaid *** card and the refund could not be returned to that cardTherefore, the $was issued to her Shop Your Way Rewards account rather than a mail bank check that would have taken up to ten business days This matter was resolved on September 26, In the interim, since MrsTaylor received her refund and we have noted her concerns, 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
Contact Name and Title: MELISSA ***October 5, 2015Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Allan *** - # 94568798Dear Ms***:We have completed our investigation Mr***'s rebuttal to our previous response.Although a follrepair was scheduled for Mr***'s refrigerator, the appointment was canceled and on October 4, 2015, Mr*** was approved for an in-warranty exchangePer the authorization, Mr*** can use $2,towards a new refrigerator from SearsIt is our understanding that the local Sears store has reached out to Mr*** and will assist him with the selection of a new refrigeratorWith that said, since we have authorized Mr*** for an in-warranty exchange, and documented his concerns with the repair process, we ask to have this matter closed.Again, we apologize to Mr*** and we appreciate the opportunity to address this matterSincerely,Melissa ***Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Clyde *** Dear Ms***: We have completed our investigation of Mr***’s complaint regarding the service on his vacuum cleaner After reviewing the
service history and discussing the issue with Mr***, we authorized him for a replacement of the vacuum cleaner under the terms of his Master Protection Agreement (MPA)He has been provided with the necessary information to select a new vacuum cleaner, and he has my direct contact information in the event that he requires further assistanceAt this time, since it was our understanding that this resolution met with Mr***’s approval, we have closed our file We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this 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
Initial Business Response /* (1000, 13, 2015/04/27) */
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding
repairs to an oven purchased from Sears
On April 24, 2015, a Sears Home Services technician was dispatched to *** home to repir her ovenA new drawer, panel and handle were installed to repair the damaged drawerOnce the aforementioned parts were installed and new drawer was tested and was found to be operating as expectedAt this time, since we have repaired the damaged drawer, we ask that this complaint be closed
We apologize to *** and 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: Terra J *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding problems she had when trying to contact Sears Outlet
Centers when trying to purchase a refrigeratorIt is unfortunate that we failed Ms*** expectations when she called the local Sears Outlet Centers when shopping for a refrigerator We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns were forwarded to the management team of for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleJames ***, Sears Outlet Center, District Sales Manager informed our office that he contacted Ms*** who informed him that she has purchased a new refrigerator from the Centerville Sears storeSince we have noted our response to Ms*** complaint, we respectfully request 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@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,
Judith ***
June 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** compliant regarding his recent auto repair visit
Auto Center Manager *** *** provided the following response: We want to note that our website, which is where Mr*** indicated he booked his appointment, states that the each type of oil change starts at a certain priceFor instance, the full synthetic oil change service says “starting at $69.99.” Below the description (*** full synthetic oil change) there is a question mark and when you click on it, it says “you’ll receive a new oil filter and up to quarts of oil” and then “up to quarts of oil.” It also says “most vehicles.” Additionally, there is also an asterisk next to the price; when you look at the footnote indicated for this, it says: “prices are subject to change based on in-store evaluation.” Mr*** has a *** *** branded car, which is considered a luxury automobile, and the filter is not standard; the cost is $ Furthermore, his vehicle requires quarts of oil according to *** ***’s specifications rather than and only fully synthetic oil is acceptableIf Mr*** has owned his vehicle for any length of time, we feel he is aware that the oil change for his type of vehicle typically costs well over $and in some cases, close to $200.00, if OEM oil and parts are used. However, as we noted above, the website makes it clear when scheduling an oil change that the service could cost more depending on the vehicle and we did advise him of the increased cost before the work was done according to our recordsAs far as the delay is concerned, we sincerely apologize; there are times when our volume exceeds what we had planned for unexpectedlyIt is unusual that it would happen to a consumer three timesThis is why we offered to waive the cost of the oil change as a courtesyHowever, this offer was only for the base cost of a standard oil changeMr*** would still have been responsible for the price difference between a conventional oil change and a synthetic ($40.00) as well as the $for the premium oil filter and the charge for the quarts of oil (35.70) his car needed beyond the standard quarts required for most vehiclesTax would have been charged on these items and as the site notes, a “$shop fee applies.” We apologize if this was unclear to Mr***That said, we find that the site set out the terms for pricing and service sufficientlyShould Mr*** have any questions, he may contact me *** during business hours at *** *** 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
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Monika *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Garage SolutionsRhonda Harris, Sears Garage Solutions Support Specialist provided the following response: As we stated in our previous correspondence, I have been in contact with Ms*** and we have agreed to reimburse her for services provided by another companyMs*** will be faxing me a copy of the work order from the service provider, we will then fax a settlement agreement to her and once it has been signed and received, a check will be processed and mailedIt is important to note that typically a consumer can expect to receive a check within days of processingMs*** can reach me at 740/201-or via email at [email protected] is important to note that this reimbursement is a one-time gesture of good customer serviceAdditionally, since the garage door is not covered by any warranty, Ms*** is free to use any service provider of her choice moving forwardSince it is my understanding that Ms*** is satisfied with the aforementioned resolution to her concerns, 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
Better Busin*** Bureau:
I have reviewed the response made by the busin*** in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Jeffrey V***
Initial Business Response /* (1000, 9, 2015/07/07) */
July 7,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** - Christina ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding
her request for information on how to receive relief under a recall for a dehumidifier purchased at Sears
We checked our records and found a purchase of a dehumidifier from for Ms*** that has a model number of ***We do not know the serial number as this is usually not captured by us unless we repair the itemWe checked our database and found that the model number does show that it was recalled in So if this is the dehumidifier in question that Ms*** is referencing, then we can confirm it was recalledWe have pasted below the entirety of the CPSC release for that recall as it has a phone number and website and Ms*** can file her claim through either option:
FOR IMMEDIATE RELEASE
August 2,
Release ***
Firm's Recall Hotline: ***
CPSC Recall Hotline: ***
CPSC Media Contact: ***
Sears Recalls Kenmore(r) Dehumidifiers Due to Fire and Burn Hazards
WASHINGTON, D.C- The U.SConsumer Product Safety Commission, in cooperation with the firms named below, today announced a voluntary recall of the following consumer productConsumers should stop using recalled products immediately unless otherwise instructedIt is illegal to resell or attempt to resell a recalled consumer product
Name of Product: Kenmore Dehumidifiers
Units: About 795,
Retailer: Sears, Roebuck and Coand Kmart Corporation, of Hoffman Estates, Ill
Manufacturer: LG Electronics (Tianjin) Appliance Co., Ltd., of Tianjin, China
Hazard: The dehumidifiers can overheat, smoke, melt and catch on fire, posing fire and burn hazards to consumers
Incidents/Injuries: The firm has received reports of incidents, with more than $million in property damage and three reports of smoke inhalation injuries
Description: This recall involves 35-, 50- and 70-pint dehumidifiers with a Kenmore logo on the front top of the unit, manufactured between and The dehumidifiers are made of white plastic and are between and inches tall, about inches wide and about inches in depthThey have fan and humidity controls on their top front panels and some models include remote controlsThey come with front-loading water bucketsThe model number can be found on the right side of the interior of the unit once the bucket has been removedRecalled units have the following model numbers:
35-pint (2004) -
50-pint (2003) -
70-pint (2003) -
70-pint (2004) -
70-pint (2005) -
Sold Exclusively at: Sears and Kmart stores nationwide and Sears.com and Kmart.com from to for between $and $
Manufactured in: China
Remedy: Consumers should immediately turn off and unplug the dehumidifiers and contact the firm to receive a Sears gift card for either $75, $80, $or $100, which may be used at any Sears or Kmart store or at Sears.com or Kmart.comThe gift card amount will depend on the capacity and year of the dehumidifierIn lieu of a gift card, consumers may request a check for the refund amountAll consumers with recalled units will also receive a $coupon that may be used at Sears Department Stores or Sears.com toward the purchase of a new Kenmore dehumidifier
Consumer Contact: For additional information, contact the Recall Fulfillment Center toll-free at (855) 400-between a.mand p.mCT Monday through Friday and between a.mand p.mCT Saturday, or visit www.Kenmoredehumidifierrecall.com
We apologize that Ms*** was not provided with this information when she reached out to us on the phoneAt this time, since this should now enable her to file her claim to receive the respective compensation, we have closed our file
We 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: ***
Email: Dana.***
Initial Consumer Rebuttal /* (2000, 11, 2015/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was directed to http://www.kenmoredehumidifierrecall.com where I was able to complete the processThank you Revdex.com for finally getting me results
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Derek ***#*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding SearsIt is unfortunate that we failed Mr***
expectations when issues arose after the purchase of a washer and dryer from SearsWe value Mr*** patronage, but can understand how the series of events noted in his complaint and subsequent email correspondence has caused him to lose faith in SearsWe can assure Mr*** that his concerns were forwarded to management team of the Fairfield Sears store for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectationsWe hope that Mr*** will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleMr*** has informed me via email that he did collect his refund from the Fairfield SearsIf I can be of any assistance to Mr*** in the future, he has my email and contact informationThat said 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
July 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945***-Wendy ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her oven
Ms*** was provided with a
replacement oven on July 10, Accordingly, we respectfully ask that this matter be considered 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,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) ***
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,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Our Refrigerator was repaired May 6th and the technician was very professional and completed the workIt seems there is a shortage of technicians at Sears in our areaIt is unfortunate that complaints had to be made for us to receive the service we paid forI believe if the company cannot repair an appliance like a refrigerator in a timely manner they need to inform the customer before they purchase a service agreementLiving without a refrigerator for and a half weeks is not practical for any client
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885964, and find that this resolution is satisfactory to me
Sincerely,
Tina Marie ***
July 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** * ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the performance of her washer
and her request to exchange both the washer and dryer after our day return period
As clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyOur return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a large appliance purchase
According to our records, Ms*** made her purchase on March 6, 2016, and did not contact us until May 23, to report that she was dissatisfied with the performance of the washer; she was clearly over the 30-day “hassle-free” return periodOur tech support team provided Ms*** some suggestions on the usage of the washerOn June 6, Ms*** called again and service was scheduled for a technician to assess the washerOur technician determined that the unit was working as designedOn June 10, Ms*** contacted our Customer Solutions team regarding her dissatisfaction with the washerAn exception was made by Customer Solutions due to the issues and she was offered an exchange on the washer with a 15% restocking feeAt that time, Ms*** declined the offer but she called again on June 28, to accept the offerThe notes indicate that Ms*** mentioned that she wanted to research before she found the item she wants to have in her homeThe next several days Ms*** continued to call and requested that we exchange the dryer in order to have a matching setMs*** was reminded that an exception was made and the offer was for the exchange of the washer only, not the dryerMs*** called again on July 9, with her selection and agreed to the exchange the washerThe exchange was processed and the washer was delivered on July 12, As far as Ms*** request for an exchange of her dryer is concerned, we did not find that this was warrantedAs this decision is commensurate to the circumstances, 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
*** *** ***
Complaint: ***
I am rejecting this response because:At this time the problem has not been resolved but there is scheduled date for a tech to come out May 2, to check microwaveAt which time I can better inform you
Sincerely,
*** ***
July 25th,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** * *** *** Via: Revdex.com website
Dear MsV***,
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
We have reached an amicable resolution in regards to MsJ*** concernA refund was already issued before the complaint came into the Regulatory DepartmentI did explain to the member that her credit has been approved, but it can take up to days for her to receive the fundsPer my last conversation with MsJ***, there is nothing further she needed to have addressed
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MsJ*** 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 ***searshomepro.com
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: Yolanda J*** Via: 1st Class Mail
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed our investigation of *** *** complaint regarding his inability to get assistance with his recalled *** blower
Our research found that the bandwidth usage for the recall number o* *** was more that had been allotted, therefore some calls were automatically being dropped and those that were not, we found experienced an exceedingly long hold time We do apologize to *** *** regarding this issue and have addressed these with the recall numberWe have also alerted the recall center and they are addressing *** *** recall directly*** *** has been provided with my direct contact information if he needs additional assistance in this matterSince we have addressed the issues with the recall phone number and the recall department is handling *** *** claim directly we request this case be closed We apologize to *** *** 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 *** *** ***
Contact Name and Title: *** ***
October 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** * * ***
*** *** ***
We have completed our investigation *** *** complaint regarding Sears Carpet/Duct
Cleaning
Upon receipt of *** ***'s complaint, we contacted the local office for assistanceManager *** *** responded that *** *** is a former employee who resigned to pursue an independent business opportunity, but has since asked for his job back and been deniedIt is *** *** contention that *** *** filed this complaint because he is angry that he was not re-hiredAs to *** ***s allegation that an illegal person completed the cleaning; *** *** explained that the person in question is a long-term employee with an excellent work recordLastly, *** *** declined the duct cleaning service after he was advised that he would not be provided with a discountSince *** ***'s complaint has been found to be without merit, we ask that this matter be closed
We appreciate the opportunity to address this matter
Sincerely,
*** ***
*** *** ***
October 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her recent online order
experience and request for a refund *** *** Store General Manager for Kmart Unit ***, provided the following response: It is unfortunate that we failed Mrs*** expectations as we value her patronageAfter researching this matter further with Kmart.com, we were informed that the matter has since been resolvedMrs*** originally used a prepaid *** card and the refund could not be returned to that cardTherefore, the $was issued to her Shop Your Way Rewards account rather than a mail bank check that would have taken up to ten business days This matter was resolved on September 26, In the interim, since MrsTaylor received her refund and we have noted her concerns, 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
Contact Name and Title: MELISSA ***October 5, 2015Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Allan *** - # 94568798Dear Ms***:We have completed our investigation Mr***'s rebuttal to our previous response.Although a follrepair was scheduled for Mr***'s refrigerator, the appointment was canceled and on October 4, 2015, Mr*** was approved for an in-warranty exchangePer the authorization, Mr*** can use $2,towards a new refrigerator from SearsIt is our understanding that the local Sears store has reached out to Mr*** and will assist him with the selection of a new refrigeratorWith that said, since we have authorized Mr*** for an in-warranty exchange, and documented his concerns with the repair process, we ask to have this matter closed.Again, we apologize to Mr*** and we appreciate the opportunity to address this matterSincerely,Melissa ***Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Clyde *** Dear Ms***: We have completed our investigation of Mr***’s complaint regarding the service on his vacuum cleaner After reviewing the
service history and discussing the issue with Mr***, we authorized him for a replacement of the vacuum cleaner under the terms of his Master Protection Agreement (MPA)He has been provided with the necessary information to select a new vacuum cleaner, and he has my direct contact information in the event that he requires further assistanceAt this time, since it was our understanding that this resolution met with Mr***’s approval, we have closed our file We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this 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
Initial Business Response /* (1000, 13, 2015/04/27) */
***
***
***
***
***
***
We have completed the investigation of *** complaint regarding
repairs to an oven purchased from Sears
On April 24, 2015, a Sears Home Services technician was dispatched to *** home to repir her ovenA new drawer, panel and handle were installed to repair the damaged drawerOnce the aforementioned parts were installed and new drawer was tested and was found to be operating as expectedAt this time, since we have repaired the damaged drawer, we ask that this complaint be closed
We apologize to *** and 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: Terra J *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding problems she had when trying to contact Sears Outlet
Centers when trying to purchase a refrigeratorIt is unfortunate that we failed Ms*** expectations when she called the local Sears Outlet Centers when shopping for a refrigerator We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns were forwarded to the management team of for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleJames ***, Sears Outlet Center, District Sales Manager informed our office that he contacted Ms*** who informed him that she has purchased a new refrigerator from the Centerville Sears storeSince we have noted our response to Ms*** complaint, we respectfully request 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@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,
Judith ***
June 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** compliant regarding his recent auto repair visit
Auto Center Manager *** *** provided the following response: We want to note that our website, which is where Mr*** indicated he booked his appointment, states that the each type of oil change starts at a certain priceFor instance, the full synthetic oil change service says “starting at $69.99.” Below the description (*** full synthetic oil change) there is a question mark and when you click on it, it says “you’ll receive a new oil filter and up to quarts of oil” and then “up to quarts of oil.” It also says “most vehicles.” Additionally, there is also an asterisk next to the price; when you look at the footnote indicated for this, it says: “prices are subject to change based on in-store evaluation.” Mr*** has a *** *** branded car, which is considered a luxury automobile, and the filter is not standard; the cost is $ Furthermore, his vehicle requires quarts of oil according to *** ***’s specifications rather than and only fully synthetic oil is acceptableIf Mr*** has owned his vehicle for any length of time, we feel he is aware that the oil change for his type of vehicle typically costs well over $and in some cases, close to $200.00, if OEM oil and parts are used. However, as we noted above, the website makes it clear when scheduling an oil change that the service could cost more depending on the vehicle and we did advise him of the increased cost before the work was done according to our recordsAs far as the delay is concerned, we sincerely apologize; there are times when our volume exceeds what we had planned for unexpectedlyIt is unusual that it would happen to a consumer three timesThis is why we offered to waive the cost of the oil change as a courtesyHowever, this offer was only for the base cost of a standard oil changeMr*** would still have been responsible for the price difference between a conventional oil change and a synthetic ($40.00) as well as the $for the premium oil filter and the charge for the quarts of oil (35.70) his car needed beyond the standard quarts required for most vehiclesTax would have been charged on these items and as the site notes, a “$shop fee applies.” We apologize if this was unclear to Mr***That said, we find that the site set out the terms for pricing and service sufficientlyShould Mr*** have any questions, he may contact me *** during business hours at *** *** 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
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Monika *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Garage SolutionsRhonda Harris, Sears Garage Solutions Support Specialist provided the following response: As we stated in our previous correspondence, I have been in contact with Ms*** and we have agreed to reimburse her for services provided by another companyMs*** will be faxing me a copy of the work order from the service provider, we will then fax a settlement agreement to her and once it has been signed and received, a check will be processed and mailedIt is important to note that typically a consumer can expect to receive a check within days of processingMs*** can reach me at 740/201-or via email at [email protected] is important to note that this reimbursement is a one-time gesture of good customer serviceAdditionally, since the garage door is not covered by any warranty, Ms*** is free to use any service provider of her choice moving forwardSince it is my understanding that Ms*** is satisfied with the aforementioned resolution to her concerns, 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
Better Busin*** Bureau:
I have reviewed the response made by the busin*** in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Jeffrey V***
Initial Business Response /* (1000, 9, 2015/07/07) */
July 7,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** - Christina ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding
her request for information on how to receive relief under a recall for a dehumidifier purchased at Sears
We checked our records and found a purchase of a dehumidifier from for Ms*** that has a model number of ***We do not know the serial number as this is usually not captured by us unless we repair the itemWe checked our database and found that the model number does show that it was recalled in So if this is the dehumidifier in question that Ms*** is referencing, then we can confirm it was recalledWe have pasted below the entirety of the CPSC release for that recall as it has a phone number and website and Ms*** can file her claim through either option:
FOR IMMEDIATE RELEASE
August 2,
Release ***
Firm's Recall Hotline: ***
CPSC Recall Hotline: ***
CPSC Media Contact: ***
Sears Recalls Kenmore(r) Dehumidifiers Due to Fire and Burn Hazards
WASHINGTON, D.C- The U.SConsumer Product Safety Commission, in cooperation with the firms named below, today announced a voluntary recall of the following consumer productConsumers should stop using recalled products immediately unless otherwise instructedIt is illegal to resell or attempt to resell a recalled consumer product
Name of Product: Kenmore Dehumidifiers
Units: About 795,
Retailer: Sears, Roebuck and Coand Kmart Corporation, of Hoffman Estates, Ill
Manufacturer: LG Electronics (Tianjin) Appliance Co., Ltd., of Tianjin, China
Hazard: The dehumidifiers can overheat, smoke, melt and catch on fire, posing fire and burn hazards to consumers
Incidents/Injuries: The firm has received reports of incidents, with more than $million in property damage and three reports of smoke inhalation injuries
Description: This recall involves 35-, 50- and 70-pint dehumidifiers with a Kenmore logo on the front top of the unit, manufactured between and The dehumidifiers are made of white plastic and are between and inches tall, about inches wide and about inches in depthThey have fan and humidity controls on their top front panels and some models include remote controlsThey come with front-loading water bucketsThe model number can be found on the right side of the interior of the unit once the bucket has been removedRecalled units have the following model numbers:
35-pint (2004) -
50-pint (2003) -
70-pint (2003) -
70-pint (2004) -
70-pint (2005) -
Sold Exclusively at: Sears and Kmart stores nationwide and Sears.com and Kmart.com from to for between $and $
Manufactured in: China
Remedy: Consumers should immediately turn off and unplug the dehumidifiers and contact the firm to receive a Sears gift card for either $75, $80, $or $100, which may be used at any Sears or Kmart store or at Sears.com or Kmart.comThe gift card amount will depend on the capacity and year of the dehumidifierIn lieu of a gift card, consumers may request a check for the refund amountAll consumers with recalled units will also receive a $coupon that may be used at Sears Department Stores or Sears.com toward the purchase of a new Kenmore dehumidifier
Consumer Contact: For additional information, contact the Recall Fulfillment Center toll-free at (855) 400-between a.mand p.mCT Monday through Friday and between a.mand p.mCT Saturday, or visit www.Kenmoredehumidifierrecall.com
We apologize that Ms*** was not provided with this information when she reached out to us on the phoneAt this time, since this should now enable her to file her claim to receive the respective compensation, we have closed our file
We 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: ***
Email: Dana.***
Initial Consumer Rebuttal /* (2000, 11, 2015/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was directed to http://www.kenmoredehumidifierrecall.com where I was able to complete the processThank you Revdex.com for finally getting me results
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Derek ***#*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding SearsIt is unfortunate that we failed Mr***
expectations when issues arose after the purchase of a washer and dryer from SearsWe value Mr*** patronage, but can understand how the series of events noted in his complaint and subsequent email correspondence has caused him to lose faith in SearsWe can assure Mr*** that his concerns were forwarded to management team of the Fairfield Sears store for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectationsWe hope that Mr*** will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleMr*** has informed me via email that he did collect his refund from the Fairfield SearsIf I can be of any assistance to Mr*** in the future, he has my email and contact informationThat said 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
July 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945***-Wendy ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her oven
Ms*** was provided with a
replacement oven on July 10, Accordingly, we respectfully ask that this matter be considered 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,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) ***
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,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Our Refrigerator was repaired May 6th and the technician was very professional and completed the workIt seems there is a shortage of technicians at Sears in our areaIt is unfortunate that complaints had to be made for us to receive the service we paid forI believe if the company cannot repair an appliance like a refrigerator in a timely manner they need to inform the customer before they purchase a service agreementLiving without a refrigerator for and a half weeks is not practical for any client
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885964, and find that this resolution is satisfactory to me
Sincerely,
Tina Marie ***
July 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** * ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the performance of her washer
and her request to exchange both the washer and dryer after our day return period
As clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsA customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyOur return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a large appliance purchase
According to our records, Ms*** made her purchase on March 6, 2016, and did not contact us until May 23, to report that she was dissatisfied with the performance of the washer; she was clearly over the 30-day “hassle-free” return periodOur tech support team provided Ms*** some suggestions on the usage of the washerOn June 6, Ms*** called again and service was scheduled for a technician to assess the washerOur technician determined that the unit was working as designedOn June 10, Ms*** contacted our Customer Solutions team regarding her dissatisfaction with the washerAn exception was made by Customer Solutions due to the issues and she was offered an exchange on the washer with a 15% restocking feeAt that time, Ms*** declined the offer but she called again on June 28, to accept the offerThe notes indicate that Ms*** mentioned that she wanted to research before she found the item she wants to have in her homeThe next several days Ms*** continued to call and requested that we exchange the dryer in order to have a matching setMs*** was reminded that an exception was made and the offer was for the exchange of the washer only, not the dryerMs*** called again on July 9, with her selection and agreed to the exchange the washerThe exchange was processed and the washer was delivered on July 12, As far as Ms*** request for an exchange of her dryer is concerned, we did not find that this was warrantedAs this decision is commensurate to the circumstances, 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
*** *** ***
Complaint: ***
I am rejecting this response because:At this time the problem has not been resolved but there is scheduled date for a tech to come out May 2, to check microwaveAt which time I can better inform you
Sincerely,
*** ***
July 25th,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** * *** *** Via: Revdex.com website
Dear MsV***,
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
We have reached an amicable resolution in regards to MsJ*** concernA refund was already issued before the complaint came into the Regulatory DepartmentI did explain to the member that her credit has been approved, but it can take up to days for her to receive the fundsPer my last conversation with MsJ***, there is nothing further she needed to have addressed
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MsJ*** 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 ***searshomepro.com
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: Yolanda J*** Via: 1st Class Mail
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed our investigation of *** *** complaint regarding his inability to get assistance with his recalled *** blower
Our research found that the bandwidth usage for the recall number o* *** was more that had been allotted, therefore some calls were automatically being dropped and those that were not, we found experienced an exceedingly long hold time We do apologize to *** *** regarding this issue and have addressed these with the recall numberWe have also alerted the recall center and they are addressing *** *** recall directly*** *** has been provided with my direct contact information if he needs additional assistance in this matterSince we have addressed the issues with the recall phone number and the recall department is handling *** *** claim directly we request this case be closed We apologize to *** *** 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 *** *** ***