December 10, 2015Nita ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611Re: # -
Timothy B ***Dear Ms
***:We have completed
our investigation of Mr***’s complaint regarding service for his Kenmore
Dishwasher.Upon receipt of Mr
***’s
complaint, we found that he had previously been in contact with MrGabe ***
in our escalated complaint departmentMr*** confirmed that the dishwasher
is now working well and provided Mr*** a Master Protection Agreement at
no cost to him with Mr***’s agreementIf Mr*** is still in need
of assistance he can contact Mr*** directly at 888-266-extSince
the dishwasher is in working condition and it is our understanding that the
resolution provided was acceptable to Mr*** we have closed our case.We apologize to Mr
*** on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,Vanessa L
***Regulatory
Complaint SpecialistSears Holdings
Corporation***
directVanessa.L.***@searshc.com
September 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of MsW*** complaint regarding the problems she encountered when she attempted to
return some items from her online order at the Kmart retail store
Firstly we would like to apologize for the inconvenience and disappointment that MsW*** may have experiencedWe want to assure MsW*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service furtherAccording to the notes on her order, on August 7, the store associate contacted our online customer service for assistance with the return processRegrettably, due to a system glitch the store was unable to process the returnTherefore, the online customer service offered to send MsW*** a return label at no chargeMsW*** was informed that she would receive the refund once the items were receivedThe order indicates that on August 21, the items were received and we issued separate credits to MsW*** *** account totaling $With that being said, since we have addressed the issue brought forth in MsW*** complaint, we have closed our file
We apologize to MsWilson 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
*** *** ***
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding a
rescheduled repair appointment for her dishwasher It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her dishwasherWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted the local service unit for assistance. Barbara Phillips with *** was able to move the service call to December 23, 2016. On the day of service, the technician examined Ms*** dishwasher and presented an estimate. Our records show that Ms*** declined the estimate and was charged $63.35. With that said, since we have documented Ms*** concerns with the repair process and it is our understanding that she is not pursuing the repair of her dishwasher through Sears Home Services, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
February 17,
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have not fully completed our investigation of Mr*** complaint regarding his recent online
experience We apologize for the delay in responding to this complaintWe forwarded this matter to Sears Outlet District Manager *** *** to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Mr* *** allow us ten business days to come to a decisionIn the interim, should Mr* *** have any questions, he may contact the unit directly at *** *** We apologize again 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
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 3,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: 9*** - Shaun
***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his online order
We would first like to apologize for any inconvenience Mr*** may have experienced with his orderWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching further, we found that Sears Online processed full refund of back to her MasterCard ending in on August 22, For Mr***'s records the return sales receipt number is 09300186***Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Business Response /* (1000, 9, 2015/07/13) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
July 13,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #*** - *** ***
Dear Ms***
We
have completed the investigation of Ms***'s complaint regarding the service she received from A&E Factory service
We would first clarify that we are still a service provider for Whirlpool and we apologize if someone there gave Ms*** incorrect informationWhen we performed the repair to her refrigerator in 2013, this was set up through Whirlpool so that it would be charged to her warranty with themWhen Ms*** contacted us directly this year, we would have no visibility into any warranty she might have had through themShe ended up scheduling just a basic "cash call" without a warrantyIf she had went through her Whirlpool then they could have set up again under whatever warranty she had with them
As for the repair itself, the part number has an "R" indicator after indicating that it is a reconditioned partWe are sure that Ms***'s bill also notes this as we do not sell reconditioned parts as new parts; however, maybe she did not understand when it was being installedThe receipt would have also detailed our day repair guarantee so when it failed after just months, we do not understand why Ms*** did not call us as the part and labor were still covered under the service warranty from the repairWe would also mention that the charges we assessed Ms*** were exactly the same as we would charge anyone else nationwide that needed that same repair
So at this point, we have done nothing wrong and it was Ms***'s decision to pay for our services rather than go through her warranty provider and then to choose to not go use her day guarantee on her repair through usThis means that we are under no obligation to provide Ms*** with any refundWith that said, we are willing to consider possibly some type of refund if Ms*** would submit the repair invoice from her warranty repair so that we can review it to see if it indicates there was something wrong with our repair and/or the part we were provided by the vendorMs*** can send this to us via email at ***@searshc.com, via fax to XXX-XXX-XXXX, or she can include a copy of this as an attachment to her Revdex.com complaintIn the interim, since we have indicated that as a courtesy we are willing to provide possibly a partial refund depending upon the paperwork that Ms*** submits, 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,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (3000, 11, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am faxing the invoice as requested aboveThe technician stated that the modular was newIt is reconditioned as shown on the partIt was a faulty part when it was installedI will be satisfied with a refund for the partI also feel that your service call charge is very excessive compared to other repair services
I am faxing the invoiceService # XXXXXXXX
Final Business Response /* (4000, 13, 2015/07/21) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
July 21,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #*** - *** ***
Dear Ms***
We have completed the investigation of Ms***'s rebuttal to the response we provided
We did receive the correspondence that Ms*** references, and she also forwarded us a copy of the invoice for the warrantied repairAfter reviewing we offered her a refund of $in the form of a mailed bank check, and she acceptedShe should receive this within the next 2-weeks, and she has my contact information in case she does notIn the interim, since it was our understanding that this resolution met with Ms***'s approval, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Final Consumer Response /* (2000, 15, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the resolution as long as I receive the refund that I have been promised
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Kenneth *** #*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigeratorAfter receiving Mr
***’s complaint in my office on November 21, 2016, I emailed him at *** offering an in warranty exchangeA second email was sent on November 28, Since we have not heard from Mr*** we ask that this letter be our written request to speak with Mr*** so we can process an exchange so we can get this issue resolvedMy *** can reach me at *** or via email at ***@searshc.comThe emails sent are below: From: ***, Adam Sent: Monday, November 28, 12:PM To: '*** Subject: RE: Sears/Revdex.com Complaint Mr***, I emailed you on 11/regarding your complaint and have yet to hear from youPlease advise- see below Thanks, abc ADAM B*** REGULATORY SPECIALIST, regulatory complaints sears holdings corporation O: *** F: imx integrated member experience From: ***, Adam Sent: Monday, November 21, 10:AM To: '*** Subject: Sears/Revdex.com Complaint Importance: High Mr***, I have received your Revdex.com Complaint and agree with you that this unit needs to be replacedThat being said I will need you to go to your local Sears store and identify a comparable refrigeratorThe same unit is available- http://www.sears.com/kenmore-elite-32-cu-ft-super-capacity-french-door/p-0467409...⇄ If you want to select a different item, I will need the digit Sears item # of a comparable unit that you would like and I will process the exchange from my officeI’m in the office Monday thru Wednesday until 4pm central timeJust select a fridge and email me the digit item number and I’ll complete the transaction If you have any questions, please feel free to email or call me Thanks, abc ADAM B*** REGULATORY SPECIALIST, regulatory complaints sears holdings corporation O: *** F: imx integrated member experience We will provide an additional update once we have processed the exchangeWe 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 ***@searshc.com
July 14, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator. Upon receiving Mr***
complaint, we reviewed the notes in our service system, as well as the information regarding the Home Warranty coverage he purchased for the refrigerator. Our records show that the repair to Mr*** refrigerator was completed on July 13, 2016, with the installation of a drier assembly, evaporator, compressor, and condenser assembly. Furthermore, we found that the Home Warranty coverage was canceled on July 12, 2016, and a refund of $was processed. However, the cost of the aforementioned parts ($626.33) was charged to the Home Warranty when they were ordered on June 21, 2016; prior to the cancelation of the coverage. It appears that Mr*** refrigerator was repaired at no cost since he received a full refund of the Home Warranty that was originally purchased to cover the cost of repairing his refrigerator. With that said, since we have completed the repair to Mr*** refrigerator and documented his concerns with the repair process, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, *** ***Regulatory Complaints Specialist
February 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** ** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his ice maker repair It
is regrettable that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his refrigerator ice makerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. A different technician was sent to Mr*** home on February 7, 2017. The technician installed a new ice maker to address the water filling issue; completing the repair. With that said, since we have documented Mr*** concerns with the repair process and we have completed the repair to his refrigerator ice maker, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:Sears repairs did come to my home and adjusted the issue, and followed up with me rather quickly which I appreciateThe issue is still going on, the fridge is not malfunctioning it is defected and I need a replacement fridgeI do not believe that this is how an appliance is suppose to workIt has been a truly frustrating ordealThis is now the 4th time some one has been out for the same issue, the fridge can not keep cool and DOES NOT WORK! I NEED a replacement fridge because obviously this is not a minor issue, the fridge it's self does not work and my food is going bad and I am unconvincing my self every day to use a fridge in my garage because my fridge inside my home does not work, this has been truly one of the worst experiences I have had with a companyI thought that sears had great appliances, and that I was doing the right thing from purchasing from them but that can not be far from the truth, buying a new fridge from Sears has very unpleasant to say the leastI hope the Revdex.com can help me with this for a solution that will help the customer
Sincerely,
*** ***
August 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # - Sally J ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the problems she encountered when she attempted to schedule service for her dehumidifier
Upon receipt of Ms*** complaint we reached out to Bhavesh ***, District Service Manager for Unit 7035, to assist with Ms*** concernsMr*** reviewed the complaint and confirmed that we did not have a certified Sears' technician to perform an on-site repair on the dehumidifierMr*** reached out to our authorized service providers that are contracted in the area to locate a certified technicianRegrettably, after multiple attempts, we were informed that a qualified technician was not availableWe then reached out to our HVAC team to assist with locating a technician that was certified to repair dehumidifiersAt this point, it was discovered that the dehumidifier was a portable unit, and it was not installed with the HVAC unitsAs clarification, typically a repair that requires an "on-site" technician for a dehumidifier is because the unit is hard-wired with the HVAC unitsA portable unit is typically is considered a "carrepair" and a customer will drop it off at a Sears repair center for all repairsMs*** explained that the dehumidifier is set up as "on-site" repair because it is installed with plumbing to drain outsideTherefore, the protection agreement she purchased was for a technician to repair on-site instead of a carry-inDuring the process of locating a technician, our HVAC team also discovered that Ms*** dehumidifier model is a safety recalled unit
With that being said, we contacted Ms*** and offered a replacement dehumidifierWe provided Ms*** the authorization amount and instructions for the replacementFor her inconvenience and frustration for the delay, we offered Ms*** a $gift card and she accepted the offerMs*** should receive the gift card within business days via regular mailIn the interim, since it is our understanding in speaking with Ms*** that the replacement of the dehumidifier and the gift card are resolutions that met with her approval, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-***direct
Matilda.***@searshc.com
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** - Thomas *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the fact that repairs for his
tractor would not be covered under his warranty or Repair Protection Agreement (RPA) While we understand that Mr*** was upset to learn that the necessary repairs were not covered, we do not find that the technician did anything wrongWe did find that the service technician took a total of pictures of the tractor at various angles and close ups It is evident from the pictures that the tractor was run without sufficient oilMr*** tractor holds ozof oil, based on the pictures taken by our technician we can tell there was not ozof oil in the engine when it blew, if there had been there would have been a very large oil residue stain not only on the area where the hole is but oil reside would have been in various crevices around the tractorBased on the evidence of the pictures our Service Technical Assistance department informed the technician that the repairs would not be covered under the manufactures warranty or the RPAThis was not a decision made by the technician aloneThe fact is that both the warranty and the Repair Protection Agreement (RPA) are designed to cover repairs necessary due to defects in materials or workmanship or for ordinary wear and tear. However, both the warranty and the RPA clearly note that they do not cover expendable items such as blades, routine maintenance, and any repairs necessary due to operator abuse or negligence It is important to note that the RPA does provide 25% off for non-covered repairs if he would like for Sears to repair his tractor this discount would be applied to the cost of the full repairIf Mr*** feels that the RPA holds no value to him we will be happy to refund him the cost of the RPA, he need only contact our benefits department at 1-800-827-and request a cancellation of the RPA and a refund will be processed Since we have addressed Mr*** complaint and explained why his repairs are not covered under either of his warranties we have closed our case 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 Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@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 Many thanks to *** *** for doing a great job getting our laundry reimbursement check on the way to us Thanks for going the second mile and for bringing closure to a challenging situation We will remain loyal customers
Sincerely,
*** ***
April 20, 2017 Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #12064071- Dawit W*** Dear Ms***: We have completed our investigation of MrWoldeyohanes’complaint regarding a billing
dispute According to our records, MrW*** returned the item he mentioned and purchased another setHe was given 50% off of the regular price on both sets, which is what the coupon offersThese coupons are offered to students participating in training be a mechanic or another other trade that might require tool useThe discount off of sale pricing is only 5%, not 50%As such, we will be unable to grant MrWoldeyohanes’ request and we have closed our file We apologize to MrW*** 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 SpecialistTammie.***@searshc.com Tell us why here
July 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator and her request
for a replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Ms*** Master Protection Agreement (MPA). Based upon the features of Ms*** current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on July 11, 2016, explaining the replacement process. As stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, *** ***, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the MPA should expire on February 1, 2017, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Ms*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
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,
Weldon J***
March 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his refrigerator
It is regrettable that we failed Mr*** expectations in regard to the refrigerator he purchased in November of We value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we reviewed the notes within Mr*** service orders. We subsequently contacted Mr*** to offer to extend his warranty for one month so he could schedule another repair and he would not have to pay for the service. Our records show that the repair to the ice maker was completed on March 21, 2017, and Mr*** was not charged. As a further courtesy, my office processed a one-year Master Protection Agreement (MPA) for Mr*** refrigerator so if he has further issues with the ice maker in the next year, the cost of repairs will be covered. With that said, since a fair resolution is being provided for Mr***, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
January 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * *** *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the multiple
repairs on his refrigerator, the delivery delays on the exchange and his request for a refund
We would like to note that Sears has a 30-day return period from the purchase dateAfter the day period, the appliance is covered by the manufacturer’s warrantyAs clarification, the manufacturer’s one-year limited warranty states, “For one year from the date of purchase, free repair will be provided if any non-consumable part of this appliance fails due to defects in material or workmanship….” The warranty does not offer a refund
According to our records, Mr*** purchased the Kenmore refrigerator on December 6, with the manufacturer’s warranty expiration date of December 9, During the warranty period, Mr*** reported that the refrigerator was not cooling and a warranty service appointment was scheduledOur technician ordered and installed parts, and the repair was completed on November 11, Regrettably, Mr*** *alled the next day to report that the refrigerator was still not workingWarranty service was scheduled again, and after multiple service attempts the repairs were unsuccessfulOn December 8, 2016, Mr*** was offered an in-warranty exchange from Sears and he accepted the offerMr*** selected a *** model that cost more that the Kenmore, and he paid the difference in price; delivery was scheduled for December 15,
Unfortunately, the manufacturer delayed the delivery and rescheduled for December 22, Due to the delivery delay, Mrs*** *ontacted delivery and requested to return the non-repairable Kenmore refrigerator and requested a refundSince the Kenmore was purchased in (over our day return period), her request was deniedShe was offered $worth of reward points for the inconvenience due to the delayShe declined the offer, but called back later and accepted the offerOn December 22, 2016, *** delayed delivery again and rescheduled delivery for January 3, Due to the delay, Mr*** took it upon himself to purchase a refrigerator from another retailer instead of selecting another model from SearsHe called our delivery customer service and cancelled his in-warranty exchange orderThe order was cancelled and our system automatically issued him a refund for the amount he paid for the difference in price on the exchange onlySince this was an in-warranty exchange order, the system recognized that Mr*** did not qualify for a refund for the Kenmore refrigerator and made the receipt available again for another in-warranty exchange orderWe contacted Mr*** and offered to process another exchange on the refrigeratorMr*** denied the offer and requested that we issue a refund or allow him store credit to purchase other products from SearsWe reminded Mr*** that he does not qualify for a refund and store credit for other products is not an optionAt no point was Mr*** offered a refund, and the warranty is for repair or replaceIf Mr*** would like to complete the in-warranty exchange process, he can contact me on or before March 8, via email at *** or call (*** *** With that being said, since we have addressed the issue brought forth in Mr*** complaint, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: It is unfortunate that this is what Sears as a business has come too After, working with the company for seven years back in the 1990's in there lawn and garden and sporting goods dept We always held the true the customer was always right Which made Sears a powerhouse of quality and service I guess those days are over if you can not honor my simple request I will now base the company on bottom line pricing Thank you for taking the time to review my concerns Good Luck,
*** ***, previous customer
December 10, 2015Nita ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611Re: # -
Timothy B ***Dear Ms
***:We have completed
our investigation of Mr***’s complaint regarding service for his Kenmore
Dishwasher.Upon receipt of Mr
***’s
complaint, we found that he had previously been in contact with MrGabe ***
in our escalated complaint departmentMr*** confirmed that the dishwasher
is now working well and provided Mr*** a Master Protection Agreement at
no cost to him with Mr***’s agreementIf Mr*** is still in need
of assistance he can contact Mr*** directly at 888-266-extSince
the dishwasher is in working condition and it is our understanding that the
resolution provided was acceptable to Mr*** we have closed our case.We apologize to Mr
*** on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,Vanessa L
***Regulatory
Complaint SpecialistSears Holdings
Corporation***
directVanessa.L.***@searshc.com
September 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of MsW*** complaint regarding the problems she encountered when she attempted to
return some items from her online order at the Kmart retail store
Firstly we would like to apologize for the inconvenience and disappointment that MsW*** may have experiencedWe want to assure MsW*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service furtherAccording to the notes on her order, on August 7, the store associate contacted our online customer service for assistance with the return processRegrettably, due to a system glitch the store was unable to process the returnTherefore, the online customer service offered to send MsW*** a return label at no chargeMsW*** was informed that she would receive the refund once the items were receivedThe order indicates that on August 21, the items were received and we issued separate credits to MsW*** *** account totaling $With that being said, since we have addressed the issue brought forth in MsW*** complaint, we have closed our file
We apologize to MsWilson 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
*** *** ***
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding a
rescheduled repair appointment for her dishwasher It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her dishwasherWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted the local service unit for assistance. Barbara Phillips with *** was able to move the service call to December 23, 2016. On the day of service, the technician examined Ms*** dishwasher and presented an estimate. Our records show that Ms*** declined the estimate and was charged $63.35. With that said, since we have documented Ms*** concerns with the repair process and it is our understanding that she is not pursuing the repair of her dishwasher through Sears Home Services, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
February 17,
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have not fully completed our investigation of Mr*** complaint regarding his recent online
experience We apologize for the delay in responding to this complaintWe forwarded this matter to Sears Outlet District Manager *** *** to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Mr* *** allow us ten business days to come to a decisionIn the interim, should Mr* *** have any questions, he may contact the unit directly at *** *** We apologize again 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
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 3,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: 9*** - Shaun
***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his online order
We would first like to apologize for any inconvenience Mr*** may have experienced with his orderWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching further, we found that Sears Online processed full refund of back to her MasterCard ending in on August 22, For Mr***'s records the return sales receipt number is 09300186***Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Business Response /* (1000, 9, 2015/07/13) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
July 13,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #*** - *** ***
Dear Ms***
We
have completed the investigation of Ms***'s complaint regarding the service she received from A&E Factory service
We would first clarify that we are still a service provider for Whirlpool and we apologize if someone there gave Ms*** incorrect informationWhen we performed the repair to her refrigerator in 2013, this was set up through Whirlpool so that it would be charged to her warranty with themWhen Ms*** contacted us directly this year, we would have no visibility into any warranty she might have had through themShe ended up scheduling just a basic "cash call" without a warrantyIf she had went through her Whirlpool then they could have set up again under whatever warranty she had with them
As for the repair itself, the part number has an "R" indicator after indicating that it is a reconditioned partWe are sure that Ms***'s bill also notes this as we do not sell reconditioned parts as new parts; however, maybe she did not understand when it was being installedThe receipt would have also detailed our day repair guarantee so when it failed after just months, we do not understand why Ms*** did not call us as the part and labor were still covered under the service warranty from the repairWe would also mention that the charges we assessed Ms*** were exactly the same as we would charge anyone else nationwide that needed that same repair
So at this point, we have done nothing wrong and it was Ms***'s decision to pay for our services rather than go through her warranty provider and then to choose to not go use her day guarantee on her repair through usThis means that we are under no obligation to provide Ms*** with any refundWith that said, we are willing to consider possibly some type of refund if Ms*** would submit the repair invoice from her warranty repair so that we can review it to see if it indicates there was something wrong with our repair and/or the part we were provided by the vendorMs*** can send this to us via email at ***@searshc.com, via fax to XXX-XXX-XXXX, or she can include a copy of this as an attachment to her Revdex.com complaintIn the interim, since we have indicated that as a courtesy we are willing to provide possibly a partial refund depending upon the paperwork that Ms*** submits, 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,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (3000, 11, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am faxing the invoice as requested aboveThe technician stated that the modular was newIt is reconditioned as shown on the partIt was a faulty part when it was installedI will be satisfied with a refund for the partI also feel that your service call charge is very excessive compared to other repair services
I am faxing the invoiceService # XXXXXXXX
Final Business Response /* (4000, 13, 2015/07/21) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
July 21,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #*** - *** ***
Dear Ms***
We have completed the investigation of Ms***'s rebuttal to the response we provided
We did receive the correspondence that Ms*** references, and she also forwarded us a copy of the invoice for the warrantied repairAfter reviewing we offered her a refund of $in the form of a mailed bank check, and she acceptedShe should receive this within the next 2-weeks, and she has my contact information in case she does notIn the interim, since it was our understanding that this resolution met with Ms***'s approval, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Final Consumer Response /* (2000, 15, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the resolution as long as I receive the refund that I have been promised
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Kenneth *** #*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigeratorAfter receiving Mr
***’s complaint in my office on November 21, 2016, I emailed him at *** offering an in warranty exchangeA second email was sent on November 28, Since we have not heard from Mr*** we ask that this letter be our written request to speak with Mr*** so we can process an exchange so we can get this issue resolvedMy *** can reach me at *** or via email at ***@searshc.comThe emails sent are below: From: ***, Adam Sent: Monday, November 28, 12:PM To: '*** Subject: RE: Sears/Revdex.com Complaint Mr***, I emailed you on 11/regarding your complaint and have yet to hear from youPlease advise- see below Thanks, abc ADAM B*** REGULATORY SPECIALIST, regulatory complaints sears holdings corporation O: *** F: imx integrated member experience From: ***, Adam Sent: Monday, November 21, 10:AM To: '*** Subject: Sears/Revdex.com Complaint Importance: High Mr***, I have received your Revdex.com Complaint and agree with you that this unit needs to be replacedThat being said I will need you to go to your local Sears store and identify a comparable refrigeratorThe same unit is available- http://www.sears.com/kenmore-elite-32-cu-ft-super-capacity-french-door/p-0467409...⇄ If you want to select a different item, I will need the digit Sears item # of a comparable unit that you would like and I will process the exchange from my officeI’m in the office Monday thru Wednesday until 4pm central timeJust select a fridge and email me the digit item number and I’ll complete the transaction If you have any questions, please feel free to email or call me Thanks, abc ADAM B*** REGULATORY SPECIALIST, regulatory complaints sears holdings corporation O: *** F: imx integrated member experience We will provide an additional update once we have processed the exchangeWe 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 ***@searshc.com
July 14, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator. Upon receiving Mr***
complaint, we reviewed the notes in our service system, as well as the information regarding the Home Warranty coverage he purchased for the refrigerator. Our records show that the repair to Mr*** refrigerator was completed on July 13, 2016, with the installation of a drier assembly, evaporator, compressor, and condenser assembly. Furthermore, we found that the Home Warranty coverage was canceled on July 12, 2016, and a refund of $was processed. However, the cost of the aforementioned parts ($626.33) was charged to the Home Warranty when they were ordered on June 21, 2016; prior to the cancelation of the coverage. It appears that Mr*** refrigerator was repaired at no cost since he received a full refund of the Home Warranty that was originally purchased to cover the cost of repairing his refrigerator. With that said, since we have completed the repair to Mr*** refrigerator and documented his concerns with the repair process, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, *** ***Regulatory Complaints Specialist
February 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** ** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his ice maker repair It
is regrettable that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his refrigerator ice makerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. A different technician was sent to Mr*** home on February 7, 2017. The technician installed a new ice maker to address the water filling issue; completing the repair. With that said, since we have documented Mr*** concerns with the repair process and we have completed the repair to his refrigerator ice maker, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:Sears repairs did come to my home and adjusted the issue, and followed up with me rather quickly which I appreciateThe issue is still going on, the fridge is not malfunctioning it is defected and I need a replacement fridgeI do not believe that this is how an appliance is suppose to workIt has been a truly frustrating ordealThis is now the 4th time some one has been out for the same issue, the fridge can not keep cool and DOES NOT WORK! I NEED a replacement fridge because obviously this is not a minor issue, the fridge it's self does not work and my food is going bad and I am unconvincing my self every day to use a fridge in my garage because my fridge inside my home does not work, this has been truly one of the worst experiences I have had with a companyI thought that sears had great appliances, and that I was doing the right thing from purchasing from them but that can not be far from the truth, buying a new fridge from Sears has very unpleasant to say the leastI hope the Revdex.com can help me with this for a solution that will help the customer
Sincerely,
*** ***
August 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # - Sally J ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the problems she encountered when she attempted to schedule service for her dehumidifier
Upon receipt of Ms*** complaint we reached out to Bhavesh ***, District Service Manager for Unit 7035, to assist with Ms*** concernsMr*** reviewed the complaint and confirmed that we did not have a certified Sears' technician to perform an on-site repair on the dehumidifierMr*** reached out to our authorized service providers that are contracted in the area to locate a certified technicianRegrettably, after multiple attempts, we were informed that a qualified technician was not availableWe then reached out to our HVAC team to assist with locating a technician that was certified to repair dehumidifiersAt this point, it was discovered that the dehumidifier was a portable unit, and it was not installed with the HVAC unitsAs clarification, typically a repair that requires an "on-site" technician for a dehumidifier is because the unit is hard-wired with the HVAC unitsA portable unit is typically is considered a "carrepair" and a customer will drop it off at a Sears repair center for all repairsMs*** explained that the dehumidifier is set up as "on-site" repair because it is installed with plumbing to drain outsideTherefore, the protection agreement she purchased was for a technician to repair on-site instead of a carry-inDuring the process of locating a technician, our HVAC team also discovered that Ms*** dehumidifier model is a safety recalled unit
With that being said, we contacted Ms*** and offered a replacement dehumidifierWe provided Ms*** the authorization amount and instructions for the replacementFor her inconvenience and frustration for the delay, we offered Ms*** a $gift card and she accepted the offerMs*** should receive the gift card within business days via regular mailIn the interim, since it is our understanding in speaking with Ms*** that the replacement of the dehumidifier and the gift card are resolutions that met with her approval, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-***direct
Matilda.***@searshc.com
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** - Thomas *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the fact that repairs for his
tractor would not be covered under his warranty or Repair Protection Agreement (RPA) While we understand that Mr*** was upset to learn that the necessary repairs were not covered, we do not find that the technician did anything wrongWe did find that the service technician took a total of pictures of the tractor at various angles and close ups It is evident from the pictures that the tractor was run without sufficient oilMr*** tractor holds ozof oil, based on the pictures taken by our technician we can tell there was not ozof oil in the engine when it blew, if there had been there would have been a very large oil residue stain not only on the area where the hole is but oil reside would have been in various crevices around the tractorBased on the evidence of the pictures our Service Technical Assistance department informed the technician that the repairs would not be covered under the manufactures warranty or the RPAThis was not a decision made by the technician aloneThe fact is that both the warranty and the Repair Protection Agreement (RPA) are designed to cover repairs necessary due to defects in materials or workmanship or for ordinary wear and tear. However, both the warranty and the RPA clearly note that they do not cover expendable items such as blades, routine maintenance, and any repairs necessary due to operator abuse or negligence It is important to note that the RPA does provide 25% off for non-covered repairs if he would like for Sears to repair his tractor this discount would be applied to the cost of the full repairIf Mr*** feels that the RPA holds no value to him we will be happy to refund him the cost of the RPA, he need only contact our benefits department at 1-800-827-and request a cancellation of the RPA and a refund will be processed Since we have addressed Mr*** complaint and explained why his repairs are not covered under either of his warranties we have closed our case 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 Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
Complaint: ***
I am rejecting this response because:
Sincerely,
Carlieda ***
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 Many thanks to *** *** for doing a great job getting our laundry reimbursement check on the way to us Thanks for going the second mile and for bringing closure to a challenging situation We will remain loyal customers
Sincerely,
*** ***
April 20, 2017 Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #12064071- Dawit W*** Dear Ms***: We have completed our investigation of MrWoldeyohanes’complaint regarding a billing
dispute According to our records, MrW*** returned the item he mentioned and purchased another setHe was given 50% off of the regular price on both sets, which is what the coupon offersThese coupons are offered to students participating in training be a mechanic or another other trade that might require tool useThe discount off of sale pricing is only 5%, not 50%As such, we will be unable to grant MrWoldeyohanes’ request and we have closed our file We apologize to MrW*** 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 SpecialistTammie.***@searshc.com Tell us why here
July 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator and her request
for a replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Ms*** Master Protection Agreement (MPA). Based upon the features of Ms*** current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on July 11, 2016, explaining the replacement process. As stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, *** ***, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the MPA should expire on February 1, 2017, the manufacturer’s warranty will run for a full year from the date of delivery. With that said, since we are providing Ms*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
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,
Weldon J***
March 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his refrigerator
It is regrettable that we failed Mr*** expectations in regard to the refrigerator he purchased in November of We value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we reviewed the notes within Mr*** service orders. We subsequently contacted Mr*** to offer to extend his warranty for one month so he could schedule another repair and he would not have to pay for the service. Our records show that the repair to the ice maker was completed on March 21, 2017, and Mr*** was not charged. As a further courtesy, my office processed a one-year Master Protection Agreement (MPA) for Mr*** refrigerator so if he has further issues with the ice maker in the next year, the cost of repairs will be covered. With that said, since a fair resolution is being provided for Mr***, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
January 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * *** *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the multiple
repairs on his refrigerator, the delivery delays on the exchange and his request for a refund
We would like to note that Sears has a 30-day return period from the purchase dateAfter the day period, the appliance is covered by the manufacturer’s warrantyAs clarification, the manufacturer’s one-year limited warranty states, “For one year from the date of purchase, free repair will be provided if any non-consumable part of this appliance fails due to defects in material or workmanship….” The warranty does not offer a refund
According to our records, Mr*** purchased the Kenmore refrigerator on December 6, with the manufacturer’s warranty expiration date of December 9, During the warranty period, Mr*** reported that the refrigerator was not cooling and a warranty service appointment was scheduledOur technician ordered and installed parts, and the repair was completed on November 11, Regrettably, Mr*** *alled the next day to report that the refrigerator was still not workingWarranty service was scheduled again, and after multiple service attempts the repairs were unsuccessfulOn December 8, 2016, Mr*** was offered an in-warranty exchange from Sears and he accepted the offerMr*** selected a *** model that cost more that the Kenmore, and he paid the difference in price; delivery was scheduled for December 15,
Unfortunately, the manufacturer delayed the delivery and rescheduled for December 22, Due to the delivery delay, Mrs*** *ontacted delivery and requested to return the non-repairable Kenmore refrigerator and requested a refundSince the Kenmore was purchased in (over our day return period), her request was deniedShe was offered $worth of reward points for the inconvenience due to the delayShe declined the offer, but called back later and accepted the offerOn December 22, 2016, *** delayed delivery again and rescheduled delivery for January 3, Due to the delay, Mr*** took it upon himself to purchase a refrigerator from another retailer instead of selecting another model from SearsHe called our delivery customer service and cancelled his in-warranty exchange orderThe order was cancelled and our system automatically issued him a refund for the amount he paid for the difference in price on the exchange onlySince this was an in-warranty exchange order, the system recognized that Mr*** did not qualify for a refund for the Kenmore refrigerator and made the receipt available again for another in-warranty exchange orderWe contacted Mr*** and offered to process another exchange on the refrigeratorMr*** denied the offer and requested that we issue a refund or allow him store credit to purchase other products from SearsWe reminded Mr*** that he does not qualify for a refund and store credit for other products is not an optionAt no point was Mr*** offered a refund, and the warranty is for repair or replaceIf Mr*** would like to complete the in-warranty exchange process, he can contact me on or before March 8, via email at *** or call (*** *** With that being said, since we have addressed the issue brought forth in Mr*** complaint, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: It is unfortunate that this is what Sears as a business has come too After, working with the company for seven years back in the 1990's in there lawn and garden and sporting goods dept We always held the true the customer was always right Which made Sears a powerhouse of quality and service I guess those days are over if you can not honor my simple request I will now base the company on bottom line pricing Thank you for taking the time to review my concerns Good Luck,
*** ***, previous customer