Initial Business Response /* (1000, 11, 2015/10/22) */
October 22,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
We have completed the investigation of Mrs.*** complaint regarding
her Sears Auto Center experience
It is unfortunate that we failed Mrs.*** expectations when she recently visited our Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her complaintWhile we feel the incident she described was likely the result of an innocent oversight by our technician, we can assure Mrs.*** that we do not take such issues lightlyHer concerns have been forwarded to management for review so that future problems of this nature can be avertedWe truly regret any inconvenience Mrs.*** may have experienced and hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have forwarded Mrs.*** comments to the appropriate parties and no further resolution was requested
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
XXX-XXX-XXXX
X-XXX-XXX-XXXX ExtXXXXX
Initial Consumer Rebuttal /* (2000, 13, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Contact Name and Title: MELISSA ***
July 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Patricia *** - # 9***
Dear Ms***:
We have completed
the investigation of Ms***'s complaint regarding Sears Carpet Cleaning
First, we would like to apologize to Ms*** for failing her expectations in regard to a recent carpet cleaningAfter a follcleaning failed to provide Ms*** with the results she hoped for, Ronald *** Manager, proposed the following settlement - $refund for the service and $for the unresolved spotsMs*** accepted the offer and on July 24, 2015, she signed a settlement agreementIn accordance with the terms of the agreement, Ms*** should receive a credit for the agreed upon amount within the next daysSince it is our understanding that Ms*** is satisfied with the aforementioned resolution, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Initial Business Response /* (1000, 5, 2015/09/03) */
Contact Name and Title: ***
September 3,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed our
investigation Mr***'s complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his washerAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe appreciate the opportunity to address the customer service (repair) issues outlined within Mr***'s complaint, so that future problems can be averted
After reviewing Mr***'s complaint, our office authorized a replacement under Mr***'s Master Protection Agreement (MPA)Mr*** subsequently selected a new washer on September 1, 2015, and is scheduled for delivery on September 4, Once the new washer is delivered, the remaining Master Protection Agreement (MPA) coverage will transfer to the new unitLastly, our office submitted a laundry reimbursement request for Mr*** on September 3, 2015, in the amount of $Mr*** can expect to receive the check within the next two weeksSince an equitable resolution has been provided for Mr***, we ask that this matter be closed
Again, we apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You Revdex.com,
I am pleased with the final outcome and Sears Holdings efforts to resolve the issue
Once I contacted the Revdex.com, the replacement warranty portion of the Master Protection Agreement moved forward very quicklyI feel the Revdex.com was instrumental in achieving the terms I have accepted
We are back up and running and the new washer appears to function as it should
November 24, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** ***
*** * *** ***
*** *** ***We have completed the investigation of *** ***
complaint regarding her recent online order.It is unfortunate that we failed
*** ***
expectations when she did not receive her online order and her non-receipt of a
refundWe regret that this incident occurred, and we can assure *** *** that
her concerns have been forwarded to management for review so that future
problems of this nature can be avertedAfter contacting her local Kmart Store
Manager *** *** with unit *** he was able to locate the order and
cancel it today November 24, *** *** can expect to receive a refund
back to her account within 3-business days Additionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better
example of customer service that we have built our reputation uponShould *** *** have any questions, she may contact the store directly at *** ***In the interim, we have noted *** *** concerns and respectfully
ask to have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
March 2, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: William *** - # *** Dear Ms*** We have not completed the investigation of Mr*** complaint regarding his range Mr*** is currently out of town and will not return until March 9, 2017. Once he returns, we will schedule a technician to install a new cook top and igniterDue to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. We are confident that the repairs will resolve the issues with Mr*** range, but we ask that this case remain open, pending the completion of Mr*** repair. Thank you for your patience Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
January 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding a recent
service call for her washer It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her washerWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing the notes in Ms*** service order, my office authorized a replacement washer under her Master Protection Agreement (MPA). Ms*** was sent an email on January 6, 2017, and advised that she has $to use towards the purchase of a new washer from Sears. Our records show that she selected a new washer that same day and she is expecting delivery of the new unit on January 10, 2107. Upon delivery, we will ensure that the remaining MPA coverage transfers to the new washer to provide extended coverage until November 10, 2017; the manufacturer’s warranty will run a full year from the date of delivery. In the interim, since we are providing Ms*** with her requested resolution, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** Dear *** *** We have completed the investigation of
Mr*** complaint regarding his grill Per Mr*** request, we have sent a set of burners to his home free of chargeAccording to our tracking information, they were delivered on May 14, We sincerely apologize for any inconvenience Mr*** may have experienced as a result of this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to MrPallotolo 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 *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** Dear *** *** We have completed the investigation of *** *** complaint regarding the delivery of a washer and dryer purchased from Sears ***
***, Operations Manager from the Clearwater Sears, provided the following response: We have processed a refund in the amount of $which was credited back to *** *** Sears card ending in *** Typically a credit to a credit card will post to the account within 3-business dayAdditionally, a bank check in the amount of $to reimburse *** *** for the *** truck rental has been processed and should be received at his home in the next 10-daysWithin his complaint *** *** also requests $for his timeWhile we apologize to *** *** for the issues that occurred surrounding his delivery, Sears does not reimburse for lost timeSince we have noted the actions taken in regards to *** *** complaint, we ask that this complaint remain closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
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.I do sincerely appreciate you addressing my concerns Thank you
Sincerely,
Scott ***
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,
*** *** ***ALSO: Since you all will not do anything else to the countertops then we will have to say this matter is taken care of Not to our standards and I am sure if it were your home you would feel the same Only until it happens to you all, then you will understand You at the Revdex.com are suppose to help the consumer that has been wronged and instead you help the big business and it will never change I am saddened to hear this and we will have to pay for something we do not like an will have to be replaced with another company I will not say anything good about Sears Home Improvement if asked They should stick to appliances and nothing else We would like to have our incentive given to us so we can purchase our appliances SYWR(points expire days) Amount is $3, Thank you for your quick response in this matter
October 27,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: # - Cheryl ***
Dear Ms
***:
We have completed our investigation of Ms*** complaint regarding services on her free standing ice maker
After reviewing the service history and discussing the issue with Ms*** we authorized her for a replacement of the free standing ice maker under the terms of her Master Protection Agreement (MPA)She has been provided with the necessary information to select a new free standing ice maker, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with Ms*** approval, we have closed our file
We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com
Complaint: ***
I am rejecting this response because: Had I been made aware up front that sweat causes the console to go out, I wouldn't have never purchased the pro-form treadmillEvery time I work out I sweat which most people doIt was suggested by the technician to put a towel over the console to prevent sweat from getting on the console; I should not have to place a towel over a treadmill in order to keep it operating properlyIt's obvious, this is very poor quality of a treadmillAlso, I actually tried placing a towel over the treadmill and with movement of the treadmill and me on it working out, the towel constantly falls off and I have to constantly put the towel back on the treadmill; I should not have to do this when I am working out to prevent my console from going outAny decent merchant will honor my request to return the treadmill based on the circumstances. The technician also recommended I keep the power switch off when I am not using the treadmill to prevent the controller from going back out; This suppose to be a new treadmill; I am very disappointed in the quality of this treadmill and do not want itHad the merchant had a sign up that buyer beware if sweat get on the treadmill, the console would go out, I wouldn't have never purchased it; There was no sign that says this treadmill is not water/sweat resistance, had it been a sign that said that before I purchased the treadmill, I wouldn't have purchase it. I am still seeking the monies for the downtime of this treadmillIt takes the techtwo weeks at a time to come out when I only have had the treadmill for a month & two weeksI am so requesting that Sears come and get this treadmill and refund my sears master card back for the total price of the treadmill
Sincerely,
Jojo ***
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: # *** * *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her new Kenmore refrigerator We confirmed with Ms***
that her refrigerator was exchanged and for customer satisfaction reasons we also offered Ms*** a gift card in the amount of $which she acceptedMs*** has my direct contact information if she needs further assistanceAt this time we ask this complaint to be closed since we have replaced Ms*** refrigerator 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, *** ** ***Regulatory Complaint SpecialistSears Holdings Corporation*** ***
August 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** Colt C*** Dear *** *** We have completed the investigation of Mr
C*** complaint regarding his icemaker In fulfillment of MrC*** request, we are picking his icemaker up and a full refund will be issued once we are notified that the item has been returned by our shipping carrier. In light of the aforementioned information, we have closed our file We apologize to MrC*** 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*** Regulatory Complaint Specialist Sears Holdings Corporation ***
Replaced ??? you mean I had to Buy a NEW one because sears didn't do anything and I was a week with out of a fridge and I have kids in my house that need to eat every day! WOW that's Sears for you!Complaint: ***
I am rejecting this response because:
Sincerely,
Lydia ***
Contact Name and Title: MELISSA ***
August 3,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Luther *** - # 945***
Dear Ms***:
We have completed our investigation Mr***' complaint regarding his dissatisfaction
with Sears Home Services
First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr***' concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr***' complaint, so that future problems can be avertedOn July 31, 2015, the technician returned to Mr***' home to install a new UV drier; completing the repairAgain, we sincerely regret any inconvenience Mr*** may have experienced due to the delay in repairing his refrigerator and as a conciliatory gesture, we have extended the MPA coverage on his refrigerator for six months; the MPA now expires on January 3, With that said, since we have completed the repair to Mr***' refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed
Again, we apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his washer First, we would like
to apologize to Mr*** for failing his expectations in regard to the repair of his washer. After reviewing the notes in our service system, our office authorized a replacement under Mr*** Master Protection Agreement (MPA). Based upon the features of Mr*** current washer, it was determined that $would provide him with a comparable replacement under his MPA. An email was sent to Mr*** on February 29, 2016, explaining the replacement process. As stated in the email, Mr*** is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, (*** *** to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; the MPA will then provide additional coverage until October 16, 2020. This expiration date includes a six-month extension provided to Mr*** by our Protection Agreement Department. With that said, since we are providing Mr*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
April 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his recent online order experience
and request to receive a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that *** *** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** *** case, the order was fulfilled by *** *** *** *** ** *** ** *** *** *** ** *** ** *** *** *** *** ** *** ** *** *** *** email address is *** with a telephone number of *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** *** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in *** *** order we found that the vendor was in direct contact with him regarding this matterAdditionally, we confirmed that *** *** was refunded $back to his *** account on April 12, For *** *** records the refund receipt number is *** In closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 11, 2015/10/22) */
October 22,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
We have completed the investigation of Mrs.*** complaint regarding
her Sears Auto Center experience
It is unfortunate that we failed Mrs.*** expectations when she recently visited our Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her complaintWhile we feel the incident she described was likely the result of an innocent oversight by our technician, we can assure Mrs.*** that we do not take such issues lightlyHer concerns have been forwarded to management for review so that future problems of this nature can be avertedWe truly regret any inconvenience Mrs.*** may have experienced and hope that in the future she will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have forwarded Mrs.*** comments to the appropriate parties and no further resolution was requested
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
XXX-XXX-XXXX
X-XXX-XXX-XXXX ExtXXXXX
Initial Consumer Rebuttal /* (2000, 13, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Contact Name and Title: MELISSA ***
July 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Patricia *** - # 9***
Dear Ms***:
We have completed
the investigation of Ms***'s complaint regarding Sears Carpet Cleaning
First, we would like to apologize to Ms*** for failing her expectations in regard to a recent carpet cleaningAfter a follcleaning failed to provide Ms*** with the results she hoped for, Ronald *** Manager, proposed the following settlement - $refund for the service and $for the unresolved spotsMs*** accepted the offer and on July 24, 2015, she signed a settlement agreementIn accordance with the terms of the agreement, Ms*** should receive a credit for the agreed upon amount within the next daysSince it is our understanding that Ms*** is satisfied with the aforementioned resolution, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Initial Business Response /* (1000, 5, 2015/09/03) */
Contact Name and Title: ***
September 3,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed our
investigation Mr***'s complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his washerAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe appreciate the opportunity to address the customer service (repair) issues outlined within Mr***'s complaint, so that future problems can be averted
After reviewing Mr***'s complaint, our office authorized a replacement under Mr***'s Master Protection Agreement (MPA)Mr*** subsequently selected a new washer on September 1, 2015, and is scheduled for delivery on September 4, Once the new washer is delivered, the remaining Master Protection Agreement (MPA) coverage will transfer to the new unitLastly, our office submitted a laundry reimbursement request for Mr*** on September 3, 2015, in the amount of $Mr*** can expect to receive the check within the next two weeksSince an equitable resolution has been provided for Mr***, we ask that this matter be closed
Again, we apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You Revdex.com,
I am pleased with the final outcome and Sears Holdings efforts to resolve the issue
Once I contacted the Revdex.com, the replacement warranty portion of the Master Protection Agreement moved forward very quicklyI feel the Revdex.com was instrumental in achieving the terms I have accepted
We are back up and running and the new washer appears to function as it should
November 24, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** ***
*** * *** ***
*** *** ***We have completed the investigation of *** ***
complaint regarding her recent online order.It is unfortunate that we failed
*** ***
expectations when she did not receive her online order and her non-receipt of a
refundWe regret that this incident occurred, and we can assure *** *** that
her concerns have been forwarded to management for review so that future
problems of this nature can be avertedAfter contacting her local Kmart Store
Manager *** *** with unit *** he was able to locate the order and
cancel it today November 24, *** *** can expect to receive a refund
back to her account within 3-business days Additionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better
example of customer service that we have built our reputation uponShould *** *** have any questions, she may contact the store directly at *** ***In the interim, we have noted *** *** concerns and respectfully
ask to have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
March 2, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: William *** - # *** Dear Ms*** We have not completed the investigation of Mr*** complaint regarding his range Mr*** is currently out of town and will not return until March 9, 2017. Once he returns, we will schedule a technician to install a new cook top and igniterDue to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. We are confident that the repairs will resolve the issues with Mr*** range, but we ask that this case remain open, pending the completion of Mr*** repair. Thank you for your patience Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:
Sincerely,
Sarah ***
January 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding a recent
service call for her washer It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her washerWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing the notes in Ms*** service order, my office authorized a replacement washer under her Master Protection Agreement (MPA). Ms*** was sent an email on January 6, 2017, and advised that she has $to use towards the purchase of a new washer from Sears. Our records show that she selected a new washer that same day and she is expecting delivery of the new unit on January 10, 2107. Upon delivery, we will ensure that the remaining MPA coverage transfers to the new washer to provide extended coverage until November 10, 2017; the manufacturer’s warranty will run a full year from the date of delivery. In the interim, since we are providing Ms*** with her requested resolution, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** Dear *** *** We have completed the investigation of
Mr*** complaint regarding his grill Per Mr*** request, we have sent a set of burners to his home free of chargeAccording to our tracking information, they were delivered on May 14, We sincerely apologize for any inconvenience Mr*** may have experienced as a result of this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to MrPallotolo 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 *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** * *** Dear *** *** We have completed the investigation of *** *** complaint regarding the delivery of a washer and dryer purchased from Sears ***
***, Operations Manager from the Clearwater Sears, provided the following response: We have processed a refund in the amount of $which was credited back to *** *** Sears card ending in *** Typically a credit to a credit card will post to the account within 3-business dayAdditionally, a bank check in the amount of $to reimburse *** *** for the *** truck rental has been processed and should be received at his home in the next 10-daysWithin his complaint *** *** also requests $for his timeWhile we apologize to *** *** for the issues that occurred surrounding his delivery, Sears does not reimburse for lost timeSince we have noted the actions taken in regards to *** *** complaint, we ask that this complaint remain closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
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.I do sincerely appreciate you addressing my concerns Thank you
Sincerely,
Scott ***
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,
*** *** ***ALSO: Since you all will not do anything else to the countertops then we will have to say this matter is taken care of Not to our standards and I am sure if it were your home you would feel the same Only until it happens to you all, then you will understand You at the Revdex.com are suppose to help the consumer that has been wronged and instead you help the big business and it will never change I am saddened to hear this and we will have to pay for something we do not like an will have to be replaced with another company I will not say anything good about Sears Home Improvement if asked They should stick to appliances and nothing else We would like to have our incentive given to us so we can purchase our appliances SYWR(points expire days) Amount is $3, Thank you for your quick response in this matter
October 27,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: # - Cheryl ***
Dear Ms
***:
We have completed our investigation of Ms*** complaint regarding services on her free standing ice maker
After reviewing the service history and discussing the issue with Ms*** we authorized her for a replacement of the free standing ice maker under the terms of her Master Protection Agreement (MPA)She has been provided with the necessary information to select a new free standing ice maker, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with Ms*** approval, we have closed our file
We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund has been issued to credit card as requested
Complaint: ***
I am rejecting this response because: Had I been made aware up front that sweat causes the console to go out, I wouldn't have never purchased the pro-form treadmillEvery time I work out I sweat which most people doIt was suggested by the technician to put a towel over the console to prevent sweat from getting on the console; I should not have to place a towel over a treadmill in order to keep it operating properlyIt's obvious, this is very poor quality of a treadmillAlso, I actually tried placing a towel over the treadmill and with movement of the treadmill and me on it working out, the towel constantly falls off and I have to constantly put the towel back on the treadmill; I should not have to do this when I am working out to prevent my console from going outAny decent merchant will honor my request to return the treadmill based on the circumstances. The technician also recommended I keep the power switch off when I am not using the treadmill to prevent the controller from going back out; This suppose to be a new treadmill; I am very disappointed in the quality of this treadmill and do not want itHad the merchant had a sign up that buyer beware if sweat get on the treadmill, the console would go out, I wouldn't have never purchased it; There was no sign that says this treadmill is not water/sweat resistance, had it been a sign that said that before I purchased the treadmill, I wouldn't have purchase it. I am still seeking the monies for the downtime of this treadmillIt takes the techtwo weeks at a time to come out when I only have had the treadmill for a month & two weeksI am so requesting that Sears come and get this treadmill and refund my sears master card back for the total price of the treadmill
Sincerely,
Jojo ***
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: # *** * *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her new Kenmore refrigerator We confirmed with Ms***
that her refrigerator was exchanged and for customer satisfaction reasons we also offered Ms*** a gift card in the amount of $which she acceptedMs*** has my direct contact information if she needs further assistanceAt this time we ask this complaint to be closed since we have replaced Ms*** refrigerator 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, *** ** ***Regulatory Complaint SpecialistSears Holdings Corporation*** ***
August 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** Colt C*** Dear *** *** We have completed the investigation of Mr
C*** complaint regarding his icemaker In fulfillment of MrC*** request, we are picking his icemaker up and a full refund will be issued once we are notified that the item has been returned by our shipping carrier. In light of the aforementioned information, we have closed our file We apologize to MrC*** 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*** Regulatory Complaint Specialist Sears Holdings Corporation ***
Replaced ??? you mean I had to Buy a NEW one because sears didn't do anything and I was a week with out of a fridge and I have kids in my house that need to eat every day! WOW that's Sears for you!Complaint: ***
I am rejecting this response because:
Sincerely,
Lydia ***
Contact Name and Title: MELISSA ***
August 3,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Luther *** - # 945***
Dear Ms***:
We have completed our investigation Mr***' complaint regarding his dissatisfaction
with Sears Home Services
First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr***' concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr***' complaint, so that future problems can be avertedOn July 31, 2015, the technician returned to Mr***' home to install a new UV drier; completing the repairAgain, we sincerely regret any inconvenience Mr*** may have experienced due to the delay in repairing his refrigerator and as a conciliatory gesture, we have extended the MPA coverage on his refrigerator for six months; the MPA now expires on January 3, With that said, since we have completed the repair to Mr***' refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed
Again, we apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his washer First, we would like
to apologize to Mr*** for failing his expectations in regard to the repair of his washer. After reviewing the notes in our service system, our office authorized a replacement under Mr*** Master Protection Agreement (MPA). Based upon the features of Mr*** current washer, it was determined that $would provide him with a comparable replacement under his MPA. An email was sent to Mr*** on February 29, 2016, explaining the replacement process. As stated in the email, Mr*** is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, (*** *** to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; the MPA will then provide additional coverage until October 16, 2020. This expiration date includes a six-month extension provided to Mr*** by our Protection Agreement Department. With that said, since we are providing Mr*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
April 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his recent online order experience
and request to receive a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that *** *** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** *** case, the order was fulfilled by *** *** *** *** ** *** ** *** *** *** ** *** ** *** *** *** *** ** *** ** *** *** *** email address is *** with a telephone number of *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** *** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in *** *** order we found that the vendor was in direct contact with him regarding this matterAdditionally, we confirmed that *** *** was refunded $back to his *** account on April 12, For *** *** records the refund receipt number is *** In closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation