Complaint:
I am rejecting this response because:I use online shopping on a regular basis and never experienced the obsure third party sales such as that at Sears.comI hold that the Sears should not relinquish responsibility once they take folks moneySears is slowing going down the drain and perhaps service like this contributes to their declineSo be itIn any event, I will stay with Amazon.com for my online purchases.Thanks to the Revdex.com for assisting in obtaining an RMA for this item.
Sincerely,
James ***
April 28,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Ms* *** complaint regarding her vacuum cleaner
In Ms* ***
complaint, the phone number she provided, *** is to her work place, *** *** High SchoolAlthough we were able to find a profile for Ms*** under this number we were not able to find a service order for her vacuum cleanerMore information is needed for me to be able to assist herI have called her work multiple times but have not been able to leave a message due to the receptionist would not take one and as of today, April 28, I was informed she has been out ill with no known return date
We are unable to resolve Ms* *** issue until we are able to speak to herIf she still requires assistance, she can contact me at *** for further assistanceIn the interim, we will consider Ms* *** matter closed, pending her response
We apologize to Ms*** for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
***
(The consumer indicated he/she ACCEPTED the response from the business.)
The repair was finally madeThank you for your assistance with thisMy hope is that Sears finds the technicians to honor their agreements in a timely manor
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have completed our investigation of MsJ*** complaint regarding his Sears Appliance Warranty As clarification, when
a consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualifyThe consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit cardThe Sears Appliance warranty is $a month or $for a month periodOur consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” We were able to pull MsJ***’s recorded enrollment call and confirmed that our agent did in fact inform MsJ*** that the Sears Appliance Warranty was $a month for the year coverage for all her major appliances at 2min and seconds into the callShe was also informed that if she cancelled before the enrollment period was up she would be responsible for the retail cost of the first service call on the refrigerator, this was at minutes and seconds into the callWe can also confirm that at mins and seconds into the call MsJ*** was informed that the $would cover the first service on her refrigerator including all parts and labor and if the refrigerator wasn’t able to be fixed she would receive $towards a replacementAt minutes and seconds into the call MsJ*** was informed the $for the first service would be split into payments; $would be collected over the phone on this call and she would pay the remaining $to the service technician when he arrived for service on April 11, Since our service technician did not service the refrigerator on April 11, this amount was not collected from MsJ***, nor was it collected on April 17th when the refrigerator was repairedSince MsJ*** cancelled the Sears Home Warranty on April 19, MsJ*** paid only $for a service call that retails for $305.03, which is $for the part and $for laborSince we have confirmed that MsJ*** was informed that the Sears Warranty was a monthly charge and that she would be responsible for the first call at retail cost if she cancelled the warranty before the end of the month enrollment period we do find she is responsible for the remaining cost of the service completed on her refrigerator on April 17, which is $after deducting the $she paid over the phone on April 6, Since we do not find that MsJ***’s allegations are correct we have closed this case We apologize to MsJ*** 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 *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Brian S W*** Dear *** *** We have completed our investigation of MrW*** complaint regarding the cancellation of his Sears Appliance Warranty We
would first like to point out that *** Services, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrW*** contract MrW*** is correct that it is possible to cancel the Sears Appliance Warranty at any time before the month enrollment expiresUnfortunately he was told at the time of enrollment the following: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” Sears serviced MrW*** refrigerator on June 23, The retail cost of this repair was $436.40, that is $for parts and $for labor plus tax, with the 50% off of the first service due to purchasing the Sears Appliance warranty that brings the cost down to $MrW*** paid $on June 8, and parts were ordered and installed on June 23, A refund of $was processed for the overage MrW*** paid for the 50% service feeOur records show that MrW*** cancelled his Sears Appliance Warranty on Aug 23, Since MrW*** cancelled the service warranty before the agreed month period he does owe the remaining $for the service on the refrigeratorTo have the work done and then dispute the agreed upon warranty and limitations later is similar to a consumer ordering a meal and negotiating the price after it has been consumed, when the options are obviously more limitedWith that said, since we provided the service under the terms we communicated, MrW*** will be billed for the balance remaining for the first service completed on June 23, As this decision is commensurate to the circumstances, we have closed our file We apologize to MrW***’s on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent
*** cell phone promotion $worth of points were added to Mr*** account as of February 1, We apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to MrDodson 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 *** *** ***
Complaint: ***
I am rejecting this response because: No one should be without a refrigerator for two and a half monthsSears appliance repair was slow on attempting to making repairs, after each repair was attempted they told me the next available appointment was in another weekIts unacceptable to allow a customer to take days off from work expecting a repair or delivery only to be notified that day that they were unable to make itI am seeking legal help Sincerely,
*** ***
August 29, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Cameron L*** -# *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding the charge
for a recent service call on her refrigerator and her request for a refund First, we would like to apologize to Ms*** for failing her expectations when she recently scheduled service for her refrigeratorAfter reviewing the notes in her service order, we decided to honor Ms***’s request for a refund of the labor charge for customer satisfaction. A credit request for $was submitted on August 29, 2016, so Ms*** should see a refund post to her Visa account ending in in the next five to seven business ***sWith that said, since we are providing Ms*** with her requested resolution and we have documented her concerns with the repair process, we ask to have this matter closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
May 11,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Your Revdex.com No: ***
Via: 1st Class US Postage
Via: Revdex.com Website
Dear Ms***
Thank you for contacting Sears Home Improvement Products (SHIP)
regarding your inquiry concerning the above-referenced fileThis letter serves as an update regarding Mr*** complaintWe ordered the screen for his kitchen window and had it shipped to Mr*** home, but it was bent at the bottomWe reordered the screen and we are currently waiting for the screen to be shipped directly from the manufacturerWe were informed the screen will ship to the Columbia office the week of May 15th, Once the screen is received in the warehouse, we will send a Sears rep out to install the screenWe apologize for the delays experienced thus far, and we will have this matter resolved very soon
If you have any questions or concerns, please contact me at *** * *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc* *** *** via 1st Class Regular Mail
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent order
We would first note that his order might was placed through one of our Marketplace vendors, *** ***As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersEach vendor has their own return policy notedA consumer may verify each seller’s return policies prior to making their order if they wish on the site by clicking on the seller’s informationWhen we spoke with *** ***, this was their reply: “As per our policy cancellation is not guaranteed, if the customer wishes to cancel the order he /she has to contact before the order is shipped or in the process of shippingIn case the item is shipped out it cannot be cancelled, which is the case hereOrder was already shipped out and the customer was informed about the sameMoreover the customer had refused the delivery, which also incurs more chargeWe never ask our customers to refuse the delivery at any costHence, a 15% restocking fees and reshipping charges were charged.” Despite the aforementioned information, we were able to have them credit the restocking fee of $as a courtesyHowever, the shipping fees will not be refunded as their policy also notes: “Delivery, labor and/or installation fees cannot be refunded.” As such, we are not able to grant Mr*** request or provide any further assistance; therefore, we respectfully as that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints Email: ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
July 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding her request for a *** ***
*** BTU Portable Air Conditioner she purchased from a Marketplace seller, *** * *** *** hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destinationMuch like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller directly if there is a problem with their order. However, we also contact the seller on the behalf our customers to notify them of an issue and ask them to work with the customer In reference to Ms*** suggestion that the item was expected to be unboxed and installed upon delivery, it may be important to note that the *** *** is a portable air conditioner is a wheeled unit that can be moved from room to room and does not require venting. Additionally, a description of the item, stating dimensions of inches by inches by inches and pounds, was provided in the listing so that this information could be reviewed by Ms*** to assist her in determining if the item would fit her needs before placing her order. Our records indicate that Ms*** called to cancel her order within the same hour that *** documented delivery to her home. She then reported that she was not home, unable to return until the next day and worried that the item may be stolen because she could not bring it inside. Regardless, *** * *** *** has advised us that they have filed an investigation with the shipper, *** and will continue to follow up with Ms*** directlyMs*** is welcome to contact sears.com with her concerns about this issue, but should direct any further questions about this investigation directly to *** * *** *** at *** or by email at *** . Since we have documented Ms*** comments and assisted her with the seller’s investigation process, we have closed our file regarding this matter 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 *** *** *** ***
March 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Marcia YS*** - # *** Dear Ms*** We have completed our investigation of MsS*** complaint regarding the non-receipt of a part
refund It is regrettable that we failed MsS*** expectations when she recently contacted Sears Homes Services to repair her dryerWe value MsS*** patronage and we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to MsS*** for any inconvenience we may have caused Upon receiving MsS*** complaint, we contacted the local service unit for assistance. Dorothy with unit *** responded that after reviewing the notes in MsS*** service order, she confirmed that the one part had been returned and the second part order had been canceled. Accordingly, a refund for $was submitted. MsS*** should see a refund post to her *** account ending in *** in the next to days. In the interim, since we are providing MsS*** with her requested resolution, we ask that this matter be closed Again, we apologize to MsS*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
August 31,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 94*** - Tracy *** ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the multiple
repairs on her refrigerator and her request for a replacement
Our records indicate that Ms*** has been working with Lindsey ***, Case Manager with our Executive Member Support TeamDue to the service history, Ms*** was issued the authorization for a replacement refrigeratorThe refrigerator was ordered on August 28, and has an expected delivery date of September 2, Once the replacement refrigerator is delivered, the protection agreement she purchased will be automatically transferredIn the interim, since we provided Ms*** with her requested resolution, 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
November 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # ***- Theo B*** Dear Ms*** We
have completed the investigation of MrB*** complaint regarding his lease First of all, we want to note that *** ** (WNLI) or *** is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirementsA copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account Our Lease program is not a finance or lease to own program. Rather, *** purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five monthsUpon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item. *** has reviewed its records and concluded it properly administered the lease. According to *** MrB*** was charged late fees because the card he provided declined payments on several occasions. On September 12, 2017, he called in regarding the fees, and as a courtesy they took the fee off of the next paymentThey also sthe account as bi-weekly. The credit card payments still declined after September 12th and being sbi-weekly; which goes against his original argument. On November 15, he then he called in regarding early pay off (EPO) and wanted the $late fees applied toward the EPO. However, he was informed that they couldn’t do that. A new card was added and on November 15th, the original quote for EPO of $365.44, was offered along with an additional discount as a courtesyThe lease was then closed out for $In light of the aforementioned information, we have closed our file We apologize to MrB*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Specialist, Regulatory Complaints Email: Tammie.S***
February 14,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the quality of the Craftsman
jeans and his request for a refund
We apologize that Mr*** jeans failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe researched and the receipt that MrP*** provided is dated March 25, and he only purchased one pair of Craftsman jeans; not threeWe would like to note that Craftsman does not list a warranty on the jeansWe contacted MrP*** and informed him that his request to return the jeans is denied
However, as a goodwill gesture, we offered him $worth of reward pointsMrP*** requested credit for all pair of jeansHe mentioned that he did not have the receipt for the other pair of jeansWe advised him that we had researched his rewards account for the other receipt and they were not purchased anytime in which means that the other pairs are more than year old and his request was deniedMrP*** accepted the reward points offered for the pair of jeansThe points have been added to his account and will expire in one yearWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to MrP*** 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
*** *** ***
September 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * Gayla S***
Dear *** ***
We have completed the investigation of MsS*** complaint regarding her dissatisfaction that the washer failed too
soon and her request for a refund
We apologize that MsS*** washer failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few months oldAccording to our records, the washer was purchased on April 26, and she reported the problem with the washer on August 7, Since the washer failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for repairOur technician attempted to service the washer on August 8, but MsS*** requested to rescheduleOn August 14, our technician returned and replaced the agitator and noted that the unit is operationalWith that being said, since we have addressed the issue brought forth in MsS*** complaint, we have closed our file
We apologize to MsS*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: I was told by Sears Outlet personal, (Dear *** Thank you for shopping at Searsoutlet.com! We have received your request to return your merchandiseWe have notified Sears Outlet store *** They will be in contact with you soon to arrange a pickupWe will process your refund after we have been notified that the merchandise has been picked up from your homeWe apologize for the delay and any inconvenience this may have caused you. http:*** Thank you, ***Sears Outlet Offline Team*** That a Refund would be processedThe Range was picked up on 4/10/The Refund is $Still waiting on this Refund
Sincerely,
*** ***
Complaint:
I am rejecting this response because:I use online shopping on a regular basis and never experienced the obsure third party sales such as that at Sears.comI hold that the Sears should not relinquish responsibility once they take folks moneySears is slowing going down the drain and perhaps service like this contributes to their declineSo be itIn any event, I will stay with Amazon.com for my online purchases.Thanks to the Revdex.com for assisting in obtaining an RMA for this item.
Sincerely,
James ***
April 28,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Ms* *** complaint regarding her vacuum cleaner
In Ms* ***
complaint, the phone number she provided, *** is to her work place, *** *** High SchoolAlthough we were able to find a profile for Ms*** under this number we were not able to find a service order for her vacuum cleanerMore information is needed for me to be able to assist herI have called her work multiple times but have not been able to leave a message due to the receptionist would not take one and as of today, April 28, I was informed she has been out ill with no known return date
We are unable to resolve Ms* *** issue until we are able to speak to herIf she still requires assistance, she can contact me at *** for further assistanceIn the interim, we will consider Ms* *** matter closed, pending her response
We apologize to Ms*** for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
***
(The consumer indicated he/she ACCEPTED the response from the business.)
The repair was finally madeThank you for your assistance with thisMy hope is that Sears finds the technicians to honor their agreements in a timely manor
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have completed our investigation of MsJ*** complaint regarding his Sears Appliance Warranty As clarification, when
a consumer calls in for service on an appliance that is not working nor is covered under a manufactures warranty or a service contract, our repair agents will offer the consumer an option of purchasing a Sears Appliance or Home Warranty if they qualifyThe consumer has a choice to purchase this warranty for the entire year at once or to have this billed monthly on a credit or debit cardThe Sears Appliance warranty is $a month or $for a month periodOur consumers are informed of the following when they sign up: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” We were able to pull MsJ***’s recorded enrollment call and confirmed that our agent did in fact inform MsJ*** that the Sears Appliance Warranty was $a month for the year coverage for all her major appliances at 2min and seconds into the callShe was also informed that if she cancelled before the enrollment period was up she would be responsible for the retail cost of the first service call on the refrigerator, this was at minutes and seconds into the callWe can also confirm that at mins and seconds into the call MsJ*** was informed that the $would cover the first service on her refrigerator including all parts and labor and if the refrigerator wasn’t able to be fixed she would receive $towards a replacementAt minutes and seconds into the call MsJ*** was informed the $for the first service would be split into payments; $would be collected over the phone on this call and she would pay the remaining $to the service technician when he arrived for service on April 11, Since our service technician did not service the refrigerator on April 11, this amount was not collected from MsJ***, nor was it collected on April 17th when the refrigerator was repairedSince MsJ*** cancelled the Sears Home Warranty on April 19, MsJ*** paid only $for a service call that retails for $305.03, which is $for the part and $for laborSince we have confirmed that MsJ*** was informed that the Sears Warranty was a monthly charge and that she would be responsible for the first call at retail cost if she cancelled the warranty before the end of the month enrollment period we do find she is responsible for the remaining cost of the service completed on her refrigerator on April 17, which is $after deducting the $she paid over the phone on April 6, Since we do not find that MsJ***’s allegations are correct we have closed this case We apologize to MsJ*** 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 *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Brian S W*** Dear *** *** We have completed our investigation of MrW*** complaint regarding the cancellation of his Sears Appliance Warranty We
would first like to point out that *** Services, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrW*** contract MrW*** is correct that it is possible to cancel the Sears Appliance Warranty at any time before the month enrollment expiresUnfortunately he was told at the time of enrollment the following: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” Sears serviced MrW*** refrigerator on June 23, The retail cost of this repair was $436.40, that is $for parts and $for labor plus tax, with the 50% off of the first service due to purchasing the Sears Appliance warranty that brings the cost down to $MrW*** paid $on June 8, and parts were ordered and installed on June 23, A refund of $was processed for the overage MrW*** paid for the 50% service feeOur records show that MrW*** cancelled his Sears Appliance Warranty on Aug 23, Since MrW*** cancelled the service warranty before the agreed month period he does owe the remaining $for the service on the refrigeratorTo have the work done and then dispute the agreed upon warranty and limitations later is similar to a consumer ordering a meal and negotiating the price after it has been consumed, when the options are obviously more limitedWith that said, since we provided the service under the terms we communicated, MrW*** will be billed for the balance remaining for the first service completed on June 23, As this decision is commensurate to the circumstances, we have closed our file We apologize to MrW***’s on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent
*** cell phone promotion $worth of points were added to Mr*** account as of February 1, We apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to MrDodson 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 *** *** ***
Complaint: ***
I am rejecting this response because: No one should be without a refrigerator for two and a half monthsSears appliance repair was slow on attempting to making repairs, after each repair was attempted they told me the next available appointment was in another weekIts unacceptable to allow a customer to take days off from work expecting a repair or delivery only to be notified that day that they were unable to make itI am seeking legal help Sincerely,
*** ***
August 29, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Cameron L*** -# *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding the charge
for a recent service call on her refrigerator and her request for a refund First, we would like to apologize to Ms*** for failing her expectations when she recently scheduled service for her refrigeratorAfter reviewing the notes in her service order, we decided to honor Ms***’s request for a refund of the labor charge for customer satisfaction. A credit request for $was submitted on August 29, 2016, so Ms*** should see a refund post to her Visa account ending in in the next five to seven business ***sWith that said, since we are providing Ms*** with her requested resolution and we have documented her concerns with the repair process, we ask to have this matter closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
May 11,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Your Revdex.com No: ***
Via: 1st Class US Postage
Via: Revdex.com Website
Dear Ms***
Thank you for contacting Sears Home Improvement Products (SHIP)
regarding your inquiry concerning the above-referenced fileThis letter serves as an update regarding Mr*** complaintWe ordered the screen for his kitchen window and had it shipped to Mr*** home, but it was bent at the bottomWe reordered the screen and we are currently waiting for the screen to be shipped directly from the manufacturerWe were informed the screen will ship to the Columbia office the week of May 15th, Once the screen is received in the warehouse, we will send a Sears rep out to install the screenWe apologize for the delays experienced thus far, and we will have this matter resolved very soon
If you have any questions or concerns, please contact me at *** * *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc* *** *** via 1st Class Regular Mail
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent order
We would first note that his order might was placed through one of our Marketplace vendors, *** ***As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersEach vendor has their own return policy notedA consumer may verify each seller’s return policies prior to making their order if they wish on the site by clicking on the seller’s informationWhen we spoke with *** ***, this was their reply: “As per our policy cancellation is not guaranteed, if the customer wishes to cancel the order he /she has to contact before the order is shipped or in the process of shippingIn case the item is shipped out it cannot be cancelled, which is the case hereOrder was already shipped out and the customer was informed about the sameMoreover the customer had refused the delivery, which also incurs more chargeWe never ask our customers to refuse the delivery at any costHence, a 15% restocking fees and reshipping charges were charged.” Despite the aforementioned information, we were able to have them credit the restocking fee of $as a courtesyHowever, the shipping fees will not be refunded as their policy also notes: “Delivery, labor and/or installation fees cannot be refunded.” As such, we are not able to grant Mr*** request or provide any further assistance; therefore, we respectfully as that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints Email: ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
July 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding her request for a *** ***
*** BTU Portable Air Conditioner she purchased from a Marketplace seller, *** * *** *** hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destinationMuch like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller directly if there is a problem with their order. However, we also contact the seller on the behalf our customers to notify them of an issue and ask them to work with the customer In reference to Ms*** suggestion that the item was expected to be unboxed and installed upon delivery, it may be important to note that the *** *** is a portable air conditioner is a wheeled unit that can be moved from room to room and does not require venting. Additionally, a description of the item, stating dimensions of inches by inches by inches and pounds, was provided in the listing so that this information could be reviewed by Ms*** to assist her in determining if the item would fit her needs before placing her order. Our records indicate that Ms*** called to cancel her order within the same hour that *** documented delivery to her home. She then reported that she was not home, unable to return until the next day and worried that the item may be stolen because she could not bring it inside. Regardless, *** * *** *** has advised us that they have filed an investigation with the shipper, *** and will continue to follow up with Ms*** directlyMs*** is welcome to contact sears.com with her concerns about this issue, but should direct any further questions about this investigation directly to *** * *** *** at *** or by email at *** . Since we have documented Ms*** comments and assisted her with the seller’s investigation process, we have closed our file regarding this matter 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 *** *** *** ***
March 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Marcia YS*** - # *** Dear Ms*** We have completed our investigation of MsS*** complaint regarding the non-receipt of a part
refund It is regrettable that we failed MsS*** expectations when she recently contacted Sears Homes Services to repair her dryerWe value MsS*** patronage and we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to MsS*** for any inconvenience we may have caused Upon receiving MsS*** complaint, we contacted the local service unit for assistance. Dorothy with unit *** responded that after reviewing the notes in MsS*** service order, she confirmed that the one part had been returned and the second part order had been canceled. Accordingly, a refund for $was submitted. MsS*** should see a refund post to her *** account ending in *** in the next to days. In the interim, since we are providing MsS*** with her requested resolution, we ask that this matter be closed Again, we apologize to MsS*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
August 31,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 94*** - Tracy *** ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the multiple
repairs on her refrigerator and her request for a replacement
Our records indicate that Ms*** has been working with Lindsey ***, Case Manager with our Executive Member Support TeamDue to the service history, Ms*** was issued the authorization for a replacement refrigeratorThe refrigerator was ordered on August 28, and has an expected delivery date of September 2, Once the replacement refrigerator is delivered, the protection agreement she purchased will be automatically transferredIn the interim, since we provided Ms*** with her requested resolution, 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
Complaint: ***
I am rejecting this response because:
Sincerely,
Frank ***
November 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # ***- Theo B*** Dear Ms*** We
have completed the investigation of MrB*** complaint regarding his lease First of all, we want to note that *** ** (WNLI) or *** is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirementsA copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account Our Lease program is not a finance or lease to own program. Rather, *** purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five monthsUpon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item. *** has reviewed its records and concluded it properly administered the lease. According to *** MrB*** was charged late fees because the card he provided declined payments on several occasions. On September 12, 2017, he called in regarding the fees, and as a courtesy they took the fee off of the next paymentThey also sthe account as bi-weekly. The credit card payments still declined after September 12th and being sbi-weekly; which goes against his original argument. On November 15, he then he called in regarding early pay off (EPO) and wanted the $late fees applied toward the EPO. However, he was informed that they couldn’t do that. A new card was added and on November 15th, the original quote for EPO of $365.44, was offered along with an additional discount as a courtesyThe lease was then closed out for $In light of the aforementioned information, we have closed our file We apologize to MrB*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Specialist, Regulatory Complaints Email: Tammie.S***
February 14,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the quality of the Craftsman
jeans and his request for a refund
We apologize that Mr*** jeans failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe researched and the receipt that MrP*** provided is dated March 25, and he only purchased one pair of Craftsman jeans; not threeWe would like to note that Craftsman does not list a warranty on the jeansWe contacted MrP*** and informed him that his request to return the jeans is denied
However, as a goodwill gesture, we offered him $worth of reward pointsMrP*** requested credit for all pair of jeansHe mentioned that he did not have the receipt for the other pair of jeansWe advised him that we had researched his rewards account for the other receipt and they were not purchased anytime in which means that the other pairs are more than year old and his request was deniedMrP*** accepted the reward points offered for the pair of jeansThe points have been added to his account and will expire in one yearWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to MrP*** 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
*** *** ***
September 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * Gayla S***
Dear *** ***
We have completed the investigation of MsS*** complaint regarding her dissatisfaction that the washer failed too
soon and her request for a refund
We apologize that MsS*** washer failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few months oldAccording to our records, the washer was purchased on April 26, and she reported the problem with the washer on August 7, Since the washer failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for repairOur technician attempted to service the washer on August 8, but MsS*** requested to rescheduleOn August 14, our technician returned and replaced the agitator and noted that the unit is operationalWith that being said, since we have addressed the issue brought forth in MsS*** complaint, we have closed our file
We apologize to MsS*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: I was told by Sears Outlet personal, (Dear *** Thank you for shopping at Searsoutlet.com! We have received your request to return your merchandiseWe have notified Sears Outlet store *** They will be in contact with you soon to arrange a pickupWe will process your refund after we have been notified that the merchandise has been picked up from your homeWe apologize for the delay and any inconvenience this may have caused you. http:*** Thank you, ***Sears Outlet Offline Team*** That a Refund would be processedThe Range was picked up on 4/10/The Refund is $Still waiting on this Refund
Sincerely,
*** ***