May 15, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr***’ complaint regarding the bill he received stemming from a
scheduled appointment to repair his microwave. As clarification, for most of our appliance repair we offer a diagnostic fee anywhere from $to about $to come to the home and provide an estimateIf the estimate is accepted then it includes the fee to diagnose and if it is declined, then only the diagnostic fee is owedThe one exception to this pricing structure is buimicrowave repairsWe do not repair counter-top microwaves at all and for ones that are built-in, most of the time our estimates are declined because the cost to repair is generally more than the cost of the unit, though not always, and certainly not when figuring out replacement installation chargesHowever, to help discourage those that will not be interested in spending very much on a repair, we charge a flat rate labor fee of $plus parts for any buimicrowave repairSo even if the repair is declined, the consumer would still owe the minimum fee of $That fee is the average fee that we previously charged for labor and again, usually only people seriously interested in pursuing a repair to the microwave schedule a repairIn Mr***’ case, he appears to have been unaware of this fee, whether through a misunderstanding at the time he scheduled or because incorrect information was providedRegardless of whether it was his fault or ours, as a one-time courtesy we have stopped the billing since no actual repair was provided and we are not even sure if a diagnoses was givenIf Mr*** receives any further correspondence regarding this debt that is dated after today, he is welcome to contact me via email at *** or via phone at ***We would also note that our billing is not reported to any of the three main credit bureaus so it would not have had any impact on his credit historyWith that said, since we have now stopped the billing, 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. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
August 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 9*** - Janet ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her allegation that damage was caused to her residence upon
the delivery and install of her purchased appliance
After reviewing Ms***'s complaint and our records, we were able to determine that she was assigned Damage Claim As clarification, once the claimant has been assigned a claim number through our third party vendor Xpo Last Mile, they provide an official response representing SearsXpo Last Mile has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Xpo Last Mile's actions; their decision on any claim is finalIf Ms*** has any questions or concerns regarding her Claim status, she may contact Carrier Manager Bob *** at *** or robert***@xpolastmile.com
We contacted Ms*** on August 12, We informed her that a Damage Claim was processed on her behave and we issued a $sales adjustment for any inconvenience this may have causedSince Ms***'s issue is being handled through a standardized claim process with XPO Last Mile and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the Carrier Manager, 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,
Ema ***
REGULATORY SPECIALIST, regulatory complaints
sears holdings corporation
O: ***
Complaint: ***
I am rejecting this response because:They may have closed their file, but as far as I’m concerned, this grievance is still very much an open issueThe narrative is important hereMy decision to purchase a new refrigerator was based on the following three things: 1. The water dispenser on my old refrigerator was broken2. The refrigerator itself was over ten years old.3. I wanted to upgrade to a stainless steel refrigerator.I then proceeded to research various refrigerators and ultimately decided to purchase, based on a combination of the price and product reviews, the Kenmore fridge in questionI feel like I did all I could do in researching the product, and I had the very reasonable expectation that the new fridge would perform, at a minimum, as well as the old oneUnfortunately, due to the way things unfolded, it took me longer than the Sears return window to discover the problemThat part of the story unfolded as follows:1. Using the bottom drawer to store my raw meat, as I have always done (and as is recommended by everyone from the government to universities to food-related websites), I had a pack of chicken thighs go bad after just a couple of daysI’d had some bad luck in the recent past with raw meat that was already spoiled, and so I chalked it up to another instance of that.2. In a subsequent grocery trip, I stored a beef roast in the same drawerThe roast was well within its use or freeze by date, and had no signs of discoloration or anything else that would point to it being spoiledAnd yet when I took it out to cook a few days later, it was spoiledAt this point the first suspicion of the fridge malfunctioning crept into my mindI checked the fridge’s temperature setting just in case it was accidentally set too high (it was at the recommended degrees), and decided to proceed with caution.3. In the following weeks I had no raw meat to store and no other products in any other parts of the fridge bore any obvious signs of having spoiledIn other words, the fridge appeared to be working fine.4. When I eventually had more raw meat to store, it too went bad within the space of perhaps 2-daysIt was at this point that I decided to purchase a fridge thermometerIt consistently showed the bottom drawer to be over degrees (at the highest), while the rest of the fridge was exactly where it was supposed to be (around degrees)I then adjusted the fridge’s temperature down in an attempt to get the bottom drawer below degreesThis resulted in the fridge getting too cold in the other sections and I had several food items freeze5. Finally, I contacted Sears.Sears then sent out a technician who informed me that the fridge worked as expected and that I had it set too coldHe adjusted it back up to and went on his wayI then contacted Sears againBeing dissatisfied with the product, I asked to exchange it for another, more expensive fridgeThey refused, stating that they have a strict day return policyThis prompted me to ask to speak to someone who could help me, and three hours later, after one of the worst customer service experiences I’ve ever had, they agreed to send out another technicianThis guy said the same thing, and so I sent two separate emails to Sears expressing my dissatisfaction and requesting a solutionAfter both of those emails went unanswered, I contacted the Revdex.comSears decided to respond to that however, and a third technician was dispatchedThis technician took temperatures of and degrees (I saw the readings myself) and proceeded to tell me that I shouldn’t store raw meat in my fridge at all, and that I should just sell it to be safe (because I have children) because Sears will not budge off their no returns after days stanceHe also explained how, due to the design, the drawer in question would never be as cold as desiredSears considered it case closed after this point, but after I responded by highlighting the aforementioned temperatures (which the technician declined to record for some reason) Sears decided to send out yet another technician to confirm those readingsThis appointment was then cancelled by the technician at the last minute, and I ended up missing half a day of work for nothingThe appointment was rescheduled, and when that technician finally showed up, he recorded a high of degreesSears then informed me that essentially, degrees is fine, and that the case, once and for all, is truly closedThis is unacceptable and frankly, shockingIt is common knowledge that a temperature above degrees is considered dangerous, and that from a food safety perspective, raw meat should not be stored above any other food in order to avoid potential dripping and therefore contamination of anything underneath itA quick *** search reinforces thisThe *** states that between and degrees bacteria grow most rapidly and that this is known as the “danger zone”The *** ** *** recommends storing raw meat at the bottom of your fridge to avoid cross-contaminationThe list goes onAnd yet Sears is saying that temperatures over are acceptableIt is not acceptable however, and because I can’t get the bottom drawer below degrees without freezing the rest of the fridge, Sears is also saying, essentially, that I should store raw meat in an unsafe manner higher up in the fridgeThis is ridiculousAll I wanted was a working refrigeratorI was even willing to give them more money to get a more expensive oneInstead I got treated poorly and was left with a refrigerator that I’m unable to use to safely store raw meatIn fact, the bottom drawer is completely unusable for anything, as a fridge should be degrees and under everywhereWhat exactly should I use the bottom drawer for then? For storing food that doesn’t need to be refrigerated? In what bizarro universe is this ok?
Sincerely,
*** ***
August 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to our response regarding her dissatisfaction with the delay in receiving her credit for the return of her online order
On July 29, we contacted Ms*** and provided a copy of the credit receipt that was processed on July 16, in the amount of $We suggested that Ms*** contact her banking institute regarding the credit that was issuedOn August 3, Ms*** confirmed that she received the creditWe respectfully ask that this matter be closed, since the requested resolution has been provided
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI would encourage Sears to look at their handling and response times within their Customer Service and required alot of effort and footwork on my part to resolve the issue As a compromise to get this resolved and drove to pick up the item and install it, had this been handled appropriately and timely in the warranty period I would not have been required to do some much work and perform the replacement myself.Further they could benefit from looking at their call flow which is unfriendly, inconvenient, and lab intensive on their consumer
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I never asked for a refund or for the item to be returnedI simply wanted another dining set to be shipped to meInstead it's been almost a month and I still have no tableYou said you refunded my money and I have to take your word for it because I have not received itHowever I am not satisfied with your response because I have basically wasted a month of my time and my children still don't have a table to eat on.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and his request for a refundWithin Mr***
complaint he requested a refund for services that he noted was completed while the unit was under warrantyWe feel it is important to remind Mr*** that his one year parts and labor warranty expired on May 14, The request for service on the ice maker was called in on May 22, 2016, days after the warranty expiredThat said, as a one-time gesture of good customer service we have requested Mr*** be refunded in full for the service callIt is important to note that the credit back to the *** card ending in *** should post to the account within 10-daysSince we have noted our response to Mr*** complaint and have provided him with his desired resolution, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
September 28,
Revdex.com
Attn: Nita ***
North Wabash Ave., Suite
Chicago, IL
Our File No: ***
Revdex.com Case #: *** /Eric and Joy ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home Improvement products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliatePursuant to Mrand Mrs***'s request we have made the HVAC repairsI am currently working on getting a final inspection done by the city
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs*** as a customer and apologize for any frustrations or inconveniences they might have experiencedIf you have any questions or concerns, please contact me directly at 407-551-or via email at rogelia.***@searshomepro.com
Sincerely,
Rogelia ***
SHIP/HI Regulatory Complaint Specialist
cc: Eric and Joy ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I understand the fact that a product can fail, my complaint was about the lack of service provided by Sears to the initial complaint on June 2, I did NOT receive any resolution to my problem until I exhausted all avenues and had to resort to filing a complaint to The Revdex.comIt was only then that Sears took action to help me resolve the problemIt is now resolvedThank you to the Revdex.com for your assistance with this
September 20, 2016 Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** - Kishan K*** Dear Ms***: We are still in the process of investigating Mr***’s complaint regarding the order placed for furniture and
his request to receive a replacement for a damaged item. We did finally have to reach out to our buyer for assistance with Mr***’s issueWhen our buyer contacted the vendor, they informed us that most of the interaction Mr*** had with them was through their after hours contact center and most of the information had not been passed on to the actual vendorThe buyer now has the vendor involved and they have indicated that they will be reaching out to Mr*** to help resolve his issueWe will provide an update once they have hopefully worked this out 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,Tammie ***Regulatory Complaints SpecialistDirect Line: ***-***-***Email: Tammie.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Ms* ***
First of all I want to say thank you for Revdex.com because without your help I believe this would never would have gotten resolvedSoon after you contacted sears, they were more than willing to finally honor their warranty contract with meThey did offer to exchange the broken vacuum cleaner with a new one like they saidI did in fact return the broken vacuum cleaner to the sears in Brockton, MA for the new one without any problemsThe representative at sears then followed up with a phone call to make sure I was happy, to which I replied I wasBefore I contacted the Revdex.com, sears seemed to be disorganized and unable or, in times unwilling to helpThanks again to the Revdex.com for protecting the rights of the customers and keeping businesses honest
I will be always grateful for your help
August 25, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Anna Marie *** - # *** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding her dryer First, we would
like to apologize to Ms*** for any inconvenience and frustration she may have experienced with Sears Home Services. Although Ms***’ dryer was not deemed un-repairable, our office has authorized a replacement for Ms*** under her Service Smart Agreement (SSA). Per the terms of the SSA, the maximum allowable amount towards a replacement is $500.00, which is what has been authorized for Ms***. She 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, (404) 683-***, to verify the replacement authorization. The new dryer will be delivered at no charge and the old unit removed Additionally, as a goodwill gesture, we have processed a laundry reimbursement check for $75.00, which should be received within the next two weeksLastly, the remaining SSA coverage will transfer to the new dryer upon delivery and run concurrently with the one-year manufacturer’s warrantyWith that said, since an equitable resolution is being provided for Ms***, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
Although I have multiple pieces of paper work stating that we purchased the “master protection agreeent” that did entitle us to the $credit and we did have to contact the *** *** ** ** *** *** to get this resolved, I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Cydney D***
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. Pending delivery of a new / unused replacement
Sincerely,
Charnetta H***
Complaint: ***
I am rejecting this response because:The repair that they performed worked for only a few daysThe dryer then started to produce visible smoke and stopped working. The dryer is non-functional. They have made twelve (12) attempts at correcting this problem. I have taken off twelve (12) days from work, at a considerable expense to me, to allow the repairs to be attempted.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Jeff D A*** Dear *** *** We have completed our investigation of MrA*** complaint regarding his Sears Home Warranty We would first like to point out that *** ** *** Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** *** *** (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 MrA*** contract CCHS informed us the following: We spoke with MrsA*** and advised her we will reimburse her for the repair performed on the furnaceThe reimbursement will be $minus $deductible for a reimbursement of $We also advised MrsA*** she would be reimbursed for the washer repair at our cost in the amount of $ Since it is our understanding that MrA*** accepted this resolution we have closed this case We apologize to MrA*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
Sears has agreed to replace the washerSears telephoned me on 8-24-and will replace the washer on Saturday 8-29-The provided me with $toward the purchase of my choice itemDelivery notification was emailed to me today (8-25(I am satisfied with the response received after three months of negotiations
Jack ***
October 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her online order experience and
request for a full refund We would first like to apologize for any inconvenience Ms*** may have experienced with this matterWe value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes, we forwarded this matter to Sears Detail Control CenterDCC confirmed that a refund had not yet been processedAccordingly, a full refund of $was issued today, October 11, 2016, on sales check number ***Ms*** credit should post to her account within to business days from todayAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10980126, and find that this resolution is satisfactory to meSincerely, Amy ***
Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: # *** - Sally *** Dear Ms***: We have completed our investigation of Ms***’ complaint regarding service on her washer It is important to know
that Sears did not deem Ms*** dryer as un-repairableWhen our service technician had to order a second part Ms*** stated she wanted a replacement under the service agreement she purchasedAs required our service technician forwarded her request for a replacement to our benefits department but also ordered the needed gas valve since he knew the dryer could be repairedSection under the Master Protection Agreement states: COVERAGE FOR REPLACEMENTWe have the sole right to determine whether a Covered Product will be repaired or replacedIf we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information we will replace the Covered Product with a comparable productWe will determine and authorize the replacement amount but you will select your replacement product from a Sears Retail Store or items “sold by” Sears on Sears.comIn some cases replacement will be arranged through the manufacturerYou will have up to ninety (90) days from the date of authorization to complete the replacement processThe original Covered Product must be returned in order to receive your replacement productAny coverage remaining under the term of this Agreement will be transferred to the new replacement productReplacement products may be new or refurbished to meet the manufacturer’s specifications of the original productIf you choose not to have your Covered Product replaced under this Agreement, then you may cancel this Agreement and we will refund the total price you paid for your current coverageWe will not be responsible for reconfiguring space to accommodate a replacement product when a product of identical dimensions is not available Since Ms***’s dryer was repairable then as stated in the terms and conditions we would have proceeded with repairsWe understand that Ms*** has purchased a new dryerIf she wishes to have her MPA transferred to this new dryer or if she wishes to cancel the MPA she need only contact our benefits department at 1-*** and they will be happy to assist with either action As for the calls Ms*** is receiving from SearsThese calls are in an attempt to recover the technician ordered gas valve sent to her on August 23, under UPS tracking # 1ZA356XSince Ms*** has cancelled her service appointment we will continue to attempt to contact her to recover our propertyWe request Ms*** return these calls so we can set up and easy part pick up with UPSOnce we have recovered the part we will no longer contact Ms***Since we have addressed Ms*** complaint and explained why she is receiving these calls we have closed our case We apologize to Ms*** 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 ** *** Regulatory Complaint Specialist Sears Holdings Corporation ***direct Vanessa***@searshc.com
May 15, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr***’ complaint regarding the bill he received stemming from a
scheduled appointment to repair his microwave. As clarification, for most of our appliance repair we offer a diagnostic fee anywhere from $to about $to come to the home and provide an estimateIf the estimate is accepted then it includes the fee to diagnose and if it is declined, then only the diagnostic fee is owedThe one exception to this pricing structure is buimicrowave repairsWe do not repair counter-top microwaves at all and for ones that are built-in, most of the time our estimates are declined because the cost to repair is generally more than the cost of the unit, though not always, and certainly not when figuring out replacement installation chargesHowever, to help discourage those that will not be interested in spending very much on a repair, we charge a flat rate labor fee of $plus parts for any buimicrowave repairSo even if the repair is declined, the consumer would still owe the minimum fee of $That fee is the average fee that we previously charged for labor and again, usually only people seriously interested in pursuing a repair to the microwave schedule a repairIn Mr***’ case, he appears to have been unaware of this fee, whether through a misunderstanding at the time he scheduled or because incorrect information was providedRegardless of whether it was his fault or ours, as a one-time courtesy we have stopped the billing since no actual repair was provided and we are not even sure if a diagnoses was givenIf Mr*** receives any further correspondence regarding this debt that is dated after today, he is welcome to contact me via email at *** or via phone at ***We would also note that our billing is not reported to any of the three main credit bureaus so it would not have had any impact on his credit historyWith that said, since we have now stopped the billing, 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. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
August 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 9*** - Janet ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her allegation that damage was caused to her residence upon
the delivery and install of her purchased appliance
After reviewing Ms***'s complaint and our records, we were able to determine that she was assigned Damage Claim As clarification, once the claimant has been assigned a claim number through our third party vendor Xpo Last Mile, they provide an official response representing SearsXpo Last Mile has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Xpo Last Mile's actions; their decision on any claim is finalIf Ms*** has any questions or concerns regarding her Claim status, she may contact Carrier Manager Bob *** at *** or robert***@xpolastmile.com
We contacted Ms*** on August 12, We informed her that a Damage Claim was processed on her behave and we issued a $sales adjustment for any inconvenience this may have causedSince Ms***'s issue is being handled through a standardized claim process with XPO Last Mile and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the Carrier Manager, 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,
Ema ***
REGULATORY SPECIALIST, regulatory complaints
sears holdings corporation
O: ***
Complaint: ***
I am rejecting this response because:They may have closed their file, but as far as I’m concerned, this grievance is still very much an open issueThe narrative is important hereMy decision to purchase a new refrigerator was based on the following three things: 1. The water dispenser on my old refrigerator was broken2. The refrigerator itself was over ten years old.3. I wanted to upgrade to a stainless steel refrigerator.I then proceeded to research various refrigerators and ultimately decided to purchase, based on a combination of the price and product reviews, the Kenmore fridge in questionI feel like I did all I could do in researching the product, and I had the very reasonable expectation that the new fridge would perform, at a minimum, as well as the old oneUnfortunately, due to the way things unfolded, it took me longer than the Sears return window to discover the problemThat part of the story unfolded as follows:1. Using the bottom drawer to store my raw meat, as I have always done (and as is recommended by everyone from the government to universities to food-related websites), I had a pack of chicken thighs go bad after just a couple of daysI’d had some bad luck in the recent past with raw meat that was already spoiled, and so I chalked it up to another instance of that.2. In a subsequent grocery trip, I stored a beef roast in the same drawerThe roast was well within its use or freeze by date, and had no signs of discoloration or anything else that would point to it being spoiledAnd yet when I took it out to cook a few days later, it was spoiledAt this point the first suspicion of the fridge malfunctioning crept into my mindI checked the fridge’s temperature setting just in case it was accidentally set too high (it was at the recommended degrees), and decided to proceed with caution.3. In the following weeks I had no raw meat to store and no other products in any other parts of the fridge bore any obvious signs of having spoiledIn other words, the fridge appeared to be working fine.4. When I eventually had more raw meat to store, it too went bad within the space of perhaps 2-daysIt was at this point that I decided to purchase a fridge thermometerIt consistently showed the bottom drawer to be over degrees (at the highest), while the rest of the fridge was exactly where it was supposed to be (around degrees)I then adjusted the fridge’s temperature down in an attempt to get the bottom drawer below degreesThis resulted in the fridge getting too cold in the other sections and I had several food items freeze5. Finally, I contacted Sears.Sears then sent out a technician who informed me that the fridge worked as expected and that I had it set too coldHe adjusted it back up to and went on his wayI then contacted Sears againBeing dissatisfied with the product, I asked to exchange it for another, more expensive fridgeThey refused, stating that they have a strict day return policyThis prompted me to ask to speak to someone who could help me, and three hours later, after one of the worst customer service experiences I’ve ever had, they agreed to send out another technicianThis guy said the same thing, and so I sent two separate emails to Sears expressing my dissatisfaction and requesting a solutionAfter both of those emails went unanswered, I contacted the Revdex.comSears decided to respond to that however, and a third technician was dispatchedThis technician took temperatures of and degrees (I saw the readings myself) and proceeded to tell me that I shouldn’t store raw meat in my fridge at all, and that I should just sell it to be safe (because I have children) because Sears will not budge off their no returns after days stanceHe also explained how, due to the design, the drawer in question would never be as cold as desiredSears considered it case closed after this point, but after I responded by highlighting the aforementioned temperatures (which the technician declined to record for some reason) Sears decided to send out yet another technician to confirm those readingsThis appointment was then cancelled by the technician at the last minute, and I ended up missing half a day of work for nothingThe appointment was rescheduled, and when that technician finally showed up, he recorded a high of degreesSears then informed me that essentially, degrees is fine, and that the case, once and for all, is truly closedThis is unacceptable and frankly, shockingIt is common knowledge that a temperature above degrees is considered dangerous, and that from a food safety perspective, raw meat should not be stored above any other food in order to avoid potential dripping and therefore contamination of anything underneath itA quick *** search reinforces thisThe *** states that between and degrees bacteria grow most rapidly and that this is known as the “danger zone”The *** ** *** recommends storing raw meat at the bottom of your fridge to avoid cross-contaminationThe list goes onAnd yet Sears is saying that temperatures over are acceptableIt is not acceptable however, and because I can’t get the bottom drawer below degrees without freezing the rest of the fridge, Sears is also saying, essentially, that I should store raw meat in an unsafe manner higher up in the fridgeThis is ridiculousAll I wanted was a working refrigeratorI was even willing to give them more money to get a more expensive oneInstead I got treated poorly and was left with a refrigerator that I’m unable to use to safely store raw meatIn fact, the bottom drawer is completely unusable for anything, as a fridge should be degrees and under everywhereWhat exactly should I use the bottom drawer for then? For storing food that doesn’t need to be refrigerated? In what bizarro universe is this ok?
Sincerely,
*** ***
August 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to our response regarding her dissatisfaction with the delay in receiving her credit for the return of her online order
On July 29, we contacted Ms*** and provided a copy of the credit receipt that was processed on July 16, in the amount of $We suggested that Ms*** contact her banking institute regarding the credit that was issuedOn August 3, Ms*** confirmed that she received the creditWe respectfully ask that this matter be closed, since the requested resolution has been provided
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI would encourage Sears to look at their handling and response times within their Customer Service and required alot of effort and footwork on my part to resolve the issue As a compromise to get this resolved and drove to pick up the item and install it, had this been handled appropriately and timely in the warranty period I would not have been required to do some much work and perform the replacement myself.Further they could benefit from looking at their call flow which is unfriendly, inconvenient, and lab intensive on their consumer
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I never asked for a refund or for the item to be returnedI simply wanted another dining set to be shipped to meInstead it's been almost a month and I still have no tableYou said you refunded my money and I have to take your word for it because I have not received itHowever I am not satisfied with your response because I have basically wasted a month of my time and my children still don't have a table to eat on.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and his request for a refundWithin Mr***
complaint he requested a refund for services that he noted was completed while the unit was under warrantyWe feel it is important to remind Mr*** that his one year parts and labor warranty expired on May 14, The request for service on the ice maker was called in on May 22, 2016, days after the warranty expiredThat said, as a one-time gesture of good customer service we have requested Mr*** be refunded in full for the service callIt is important to note that the credit back to the *** card ending in *** should post to the account within 10-daysSince we have noted our response to Mr*** complaint and have provided him with his desired resolution, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
September 28,
Revdex.com
Attn: Nita ***
North Wabash Ave., Suite
Chicago, IL
Our File No: ***
Revdex.com Case #: *** /Eric and Joy ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home Improvement products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliatePursuant to Mrand Mrs***'s request we have made the HVAC repairsI am currently working on getting a final inspection done by the city
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs*** as a customer and apologize for any frustrations or inconveniences they might have experiencedIf you have any questions or concerns, please contact me directly at 407-551-or via email at rogelia.***@searshomepro.com
Sincerely,
Rogelia ***
SHIP/HI Regulatory Complaint Specialist
cc: Eric and Joy ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I understand the fact that a product can fail, my complaint was about the lack of service provided by Sears to the initial complaint on June 2, I did NOT receive any resolution to my problem until I exhausted all avenues and had to resort to filing a complaint to The Revdex.comIt was only then that Sears took action to help me resolve the problemIt is now resolvedThank you to the Revdex.com for your assistance with this
September 20, 2016 Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** - Kishan K*** Dear Ms***: We are still in the process of investigating Mr***’s complaint regarding the order placed for furniture and
his request to receive a replacement for a damaged item. We did finally have to reach out to our buyer for assistance with Mr***’s issueWhen our buyer contacted the vendor, they informed us that most of the interaction Mr*** had with them was through their after hours contact center and most of the information had not been passed on to the actual vendorThe buyer now has the vendor involved and they have indicated that they will be reaching out to Mr*** to help resolve his issueWe will provide an update once they have hopefully worked this out 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,Tammie ***Regulatory Complaints SpecialistDirect Line: ***-***-***Email: Tammie.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Ms* ***
First of all I want to say thank you for Revdex.com because without your help I believe this would never would have gotten resolvedSoon after you contacted sears, they were more than willing to finally honor their warranty contract with meThey did offer to exchange the broken vacuum cleaner with a new one like they saidI did in fact return the broken vacuum cleaner to the sears in Brockton, MA for the new one without any problemsThe representative at sears then followed up with a phone call to make sure I was happy, to which I replied I wasBefore I contacted the Revdex.com, sears seemed to be disorganized and unable or, in times unwilling to helpThanks again to the Revdex.com for protecting the rights of the customers and keeping businesses honest
I will be always grateful for your help
August 25, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Anna Marie *** - # *** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding her dryer First, we would
like to apologize to Ms*** for any inconvenience and frustration she may have experienced with Sears Home Services. Although Ms***’ dryer was not deemed un-repairable, our office has authorized a replacement for Ms*** under her Service Smart Agreement (SSA). Per the terms of the SSA, the maximum allowable amount towards a replacement is $500.00, which is what has been authorized for Ms***. She 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, (404) 683-***, to verify the replacement authorization. The new dryer will be delivered at no charge and the old unit removed Additionally, as a goodwill gesture, we have processed a laundry reimbursement check for $75.00, which should be received within the next two weeksLastly, the remaining SSA coverage will transfer to the new dryer upon delivery and run concurrently with the one-year manufacturer’s warrantyWith that said, since an equitable resolution is being provided for Ms***, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
Although I have multiple pieces of paper work stating that we purchased the “master protection agreeent” that did entitle us to the $credit and we did have to contact the *** *** ** ** *** *** to get this resolved, I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Cydney D***
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. Pending delivery of a new / unused replacement
Sincerely,
Charnetta H***
Complaint: ***
I am rejecting this response because:The repair that they performed worked for only a few daysThe dryer then started to produce visible smoke and stopped working. The dryer is non-functional. They have made twelve (12) attempts at correcting this problem. I have taken off twelve (12) days from work, at a considerable expense to me, to allow the repairs to be attempted.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Jeff D A*** Dear *** *** We have completed our investigation of MrA*** complaint regarding his Sears Home Warranty We would first like to point out that *** ** *** Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** *** *** (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 MrA*** contract CCHS informed us the following: We spoke with MrsA*** and advised her we will reimburse her for the repair performed on the furnaceThe reimbursement will be $minus $deductible for a reimbursement of $We also advised MrsA*** she would be reimbursed for the washer repair at our cost in the amount of $ Since it is our understanding that MrA*** accepted this resolution we have closed this case We apologize to MrA*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
Sears has agreed to replace the washerSears telephoned me on 8-24-and will replace the washer on Saturday 8-29-The provided me with $toward the purchase of my choice itemDelivery notification was emailed to me today (8-25(I am satisfied with the response received after three months of negotiations
Jack ***
October 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her online order experience and
request for a full refund We would first like to apologize for any inconvenience Ms*** may have experienced with this matterWe value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes, we forwarded this matter to Sears Detail Control CenterDCC confirmed that a refund had not yet been processedAccordingly, a full refund of $was issued today, October 11, 2016, on sales check number ***Ms*** credit should post to her account within to business days from todayAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10980126, and find that this resolution is satisfactory to meSincerely, Amy ***
Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: # *** - Sally *** Dear Ms***: We have completed our investigation of Ms***’ complaint regarding service on her washer It is important to know
that Sears did not deem Ms*** dryer as un-repairableWhen our service technician had to order a second part Ms*** stated she wanted a replacement under the service agreement she purchasedAs required our service technician forwarded her request for a replacement to our benefits department but also ordered the needed gas valve since he knew the dryer could be repairedSection under the Master Protection Agreement states: COVERAGE FOR REPLACEMENTWe have the sole right to determine whether a Covered Product will be repaired or replacedIf we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information we will replace the Covered Product with a comparable productWe will determine and authorize the replacement amount but you will select your replacement product from a Sears Retail Store or items “sold by” Sears on Sears.comIn some cases replacement will be arranged through the manufacturerYou will have up to ninety (90) days from the date of authorization to complete the replacement processThe original Covered Product must be returned in order to receive your replacement productAny coverage remaining under the term of this Agreement will be transferred to the new replacement productReplacement products may be new or refurbished to meet the manufacturer’s specifications of the original productIf you choose not to have your Covered Product replaced under this Agreement, then you may cancel this Agreement and we will refund the total price you paid for your current coverageWe will not be responsible for reconfiguring space to accommodate a replacement product when a product of identical dimensions is not available Since Ms***’s dryer was repairable then as stated in the terms and conditions we would have proceeded with repairsWe understand that Ms*** has purchased a new dryerIf she wishes to have her MPA transferred to this new dryer or if she wishes to cancel the MPA she need only contact our benefits department at 1-*** and they will be happy to assist with either action As for the calls Ms*** is receiving from SearsThese calls are in an attempt to recover the technician ordered gas valve sent to her on August 23, under UPS tracking # 1ZA356XSince Ms*** has cancelled her service appointment we will continue to attempt to contact her to recover our propertyWe request Ms*** return these calls so we can set up and easy part pick up with UPSOnce we have recovered the part we will no longer contact Ms***Since we have addressed Ms*** complaint and explained why she is receiving these calls we have closed our case We apologize to Ms*** 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 ** *** Regulatory Complaint Specialist Sears Holdings Corporation ***direct Vanessa***@searshc.com