May 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator with multiple repairs
and his request for an exchange We would first like to apologize for any inconvenience Mr*** experienced with his refrigeratorAfter reviewing the service history, we authorized a replacement within the original amount paidOur records show that delivery was completed on May 11, Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since the replacement has been received, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Frankie M
***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding the delay in receiving his purchased appliance
After reviewing Mr*** complaint and our records, we were able to determine that due to the delay in receiving his purchased appliance, the delivery fee was waivedIn addition the customer returned to the store and purchased additional appliances and the delivery fee was also waivedWe called and spoke with Mr*** on August 19, and offered as a onetime courtesy a $gift card, which he acceptedSince we were able to provide a resolution that was satisfactory to Mr*** we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-***
***@searsch.com
January 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal In the interest of resolving this issue, we have credited Mr*** account in the amount he requestedWe want to note that we cannot guarantee that these sorts of accommodations would be made in the futureRegardless, we have granted Mr*** request; therefore, 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, *** *** Specialist, Regulatory Complaints *** *** ***
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,
James T***
July 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal We are willing to provide Ms*** with a full refund for her RPAHowever, there will be no refund for her newly purchased unitMs*** may have requested a copy of the terms of her RPA via email, but we have no records on file to corroborate that statementWe also do not have any records reflecting that she attempted to call or request the record once moreEven if that email were submitted, it is possible that it was not receivedA simple phone call would have yielded the copy of the terms she requestedEven if Ms*** had those terms in her possession, she would only be entitled to a refund of her purchase price for the RPA; there would be nothing given for her damage unit which was caused by an external source, her plumbingAs such, we have canceled the coverage and a check for the full amount of the purchase price for Ms*** RPA was requested; she should receive it in 10-business daysWe are not obligated to provide nay thing further and our decision is final 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 *** *** *** *** *** ***
January 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding the pricing of his
recent order We have spoken with *** *** in regard to this issueAlthough the coupon did not apply in the way he wished to use it, we offered to provide him with a $gift card and $in points as a gesture of appreciation for his patronage and he acceptedAccordingly, we respectfully ask that this matter be considered closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** *** *** *** *** *** ***
April 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and non-receipt of a refund for items he ordered from sears.com It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have issued refunds of $and $to Mr*** credit card ending in 4586. The amount of his refunds may vary from the original price paid for each item due to the Shop Your Way Rewards points earned on the orders being used toward subsequent purchases completed by Mr*** Mr*** may initiate the return process via his order profile on sears.com or contact sears.com via chat or telephone to expedite the return/refund process should he need return assistance in the future. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr*** comments and the requested resolution has been provided 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 *** *** *** ***
August 24, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms***We have completed the investigation of MsB*** complaint regarding the recent purchase of a fridge.After reviewing MsB*** complaint and
our records, we were able to determine that two days after delivering her purchased fridge, July 24, 2017, she called customer service to report that the delivered fridge had some cosmetic damage and requested an exchangeThe requested exchange was processed and scheduled for August 07, Due to the manufacture not being able to fill MsB*** order, her delivery date was rescheduled on several occasions and we apologize for thisUnfortunately MsB*** decided to cancel the exchange and requested a return of the delivered fridgeSince MsB*** was outside the return window, customer service denied her request.Upon receipt of her complaint, we called her on August 24, to offer a $sales adjustment towards the delivered fridge or a pick up since we had documentation on file that she called and reported the cosmetic damageMsB*** declined the sales adjustment and requested a returnAt this time, there is a pending pick up for August 26, Once the merchandise is returned back to our warehouse, a credit in the original amount charged of $will be issued back to the original form of paymentSince we were able to provide MsB*** with her requested resolution, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, *** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: *** imx integrated member experience
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 also complained to Ms*** a top executive with SEAR & SEARS technician came to my residence and fix the problem. I am very satisfied with SEARS & thankful to Revdex.com
Sincerely,
*** ***
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,
*** ***
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,
Ron And Susan A***
May 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with a store
substitution for her online order It is unfortunate that we failed *** *** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her complaintWe 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 averted. Additionally, *** *** Manager for Kmart Store *** contacted *** *** to offer an apology and a $store credit. *** *** accepted this offer and indicated that it met with her approval. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced *** *** is welcome to contact *** ** *** *** if she has any further questions about this issue or her store credit. We respectfully ask to have this matter closed, since we have noted *** *** comments and an equitable resolution has been provided 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 *** *** *** ***
November 15, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Shirley *** - # *** Dear Ms***: We have completed our investigation of Ms*** complaint regarding 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 apologize to Ms*** for any inconvenience she may have experienced Prior to our receiving Ms*** complaint from your agency, she was assisted by our escalated customer service group, Executive Member Services. Our records show that Ms*** selected a new washer on November 9, 2016, and is expecting delivery on November 21, 2016. Additionally, the remaining extended coverage has transferred to the new washer; the MPA expires on January 5, 2018. Since Ms*** is being provided with the replacement she requested, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10970842, and find that this resolution is satisfactory to me
Sincerely,
Darlene ***
July 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # ***- Justin R*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding the warranty on his water
heater We would like to note that Mr*** originally purchased a Power Miser water heater on October 28, According to the manufacturer’s warranty listed in his owner’s manual, any parts costs would be covered through the sixth year of ownership, but any labor costs would be his responsibility after the first yearAdditionally, it is noted that if a tank leak is verified within years from the date of purchase, the unit will be replaced with a comparable model, but the customer will pay for installationMr*** was recently authorized for replacement in error by one of our technicians that did not realize that his initial unit was purchased in We apologize for any misunderstanding It seems that Mr*** feels that the warranty should start all over when a replacement is provided, but that is not the caseThe manufacturer’s warranty is for a period of six years from the original date of purchase, which expired on October 28, Until that point in time, the consumer would be entitled to receive replacements for a leaking tankWe provided Mr*** with a replacement tank twice already in fulfillment of the manufacturer’s warranty on April 30, and then again on May 18, Mr*** is not entitled to replacements into perpetuity under the manufacturer’s warranty; it does not start over with each replacement and it is retroactive to the date of his original purchaseSince Mr*** warranty expired in 2014, we have no further obligation towards his water heater and any replacement costs would now be his responsibilityDespite that fact, we are willing to discount the purchase of a new water heater from Sears by 10% off of the lowest price as a courtesyThis would apply in addition to any current sale prices, but not to close out, clearance, previously used, floor model or outlet merchandise and is only valid for days from the date of this letter; after that, it will be null and voidWe respectfully ask that this complaint be closed as we have honored the terms of the manufacturer’s warranty in this instance. 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 Complaint Specialist Sears Holdings Corporation ***@searshc.com *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
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,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** - Donald R C*** Dear *** ***
We have completed the investigation of MrC*** complaint regarding not receiving service for his manufactured
warrantied refrigerator As clarification, not all calls for service are covered by a manufacturerSpecifically, the warranty generally covers service visits that are due to a defect in material or workmanship, but it does not cover the visit if repairs are needed due to customer misuse or lack of basic maintenance When our service technician arrived he found the refrigerator had a severe insect infestation and unsafe working conditions, there were areas of bare plywood was covering up holes in the floorOur service technician took pictures of the refrigerator and its conditionIt is obvious that the issues are not due to manufacture material or workmanship therefore any repairs would not be covered under the manufacture warranty and would be MrC*** responsibility Since we have explained why MrC*** does not qualify for a replacement or service under the manufacture warranty we have closed our case 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 Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
December 7,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problem he encountered when he attempted to exchange
a pair of defective *** jeans after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Mr*** purchased the jeans on October 2, 2016, and attempted to return it on November 19, 2016, he was over the 30-day “hassle-free” return period
However, Mr*** mentioned in his complaint that the jeans had a defect in the material causing them to come apart within a few weeksWe reached out to *** ***, Store Manager for Store ***, for assistance and requested that she inspect the jeans for a defect and not consumer abuseMs*** contacted Mr*** and offered to assist with the issueShe confirmed that the jeans were defective and were exchanged under the product implied warrantyWith that being said, since we have provided Mr*** with his desired resolution, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer and repair
services We value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenienceRepairs were completed on January 23, on Mr*** dishwasherWe are processing a refund of the $part Mr*** paid for and we have also processed a $gift card for customer satisfaction reasonsMr*** should receive both the gift card and the refund within to business daysWe respectfully ask that this matter be closed, since we have repaired Mr*** dishwasher and noted his candid feedback Again, we apologize to Mr*** for this issue 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 *** *** ***
May 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator with multiple repairs
and his request for an exchange We would first like to apologize for any inconvenience Mr*** experienced with his refrigeratorAfter reviewing the service history, we authorized a replacement within the original amount paidOur records show that delivery was completed on May 11, Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since the replacement has been received, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Frankie M
***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding the delay in receiving his purchased appliance
After reviewing Mr*** complaint and our records, we were able to determine that due to the delay in receiving his purchased appliance, the delivery fee was waivedIn addition the customer returned to the store and purchased additional appliances and the delivery fee was also waivedWe called and spoke with Mr*** on August 19, and offered as a onetime courtesy a $gift card, which he acceptedSince we were able to provide a resolution that was satisfactory to Mr*** we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-***
***@searsch.com
January 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal In the interest of resolving this issue, we have credited Mr*** account in the amount he requestedWe want to note that we cannot guarantee that these sorts of accommodations would be made in the futureRegardless, we have granted Mr*** request; therefore, 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, *** *** Specialist, Regulatory Complaints *** *** ***
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,
James T***
July 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal We are willing to provide Ms*** with a full refund for her RPAHowever, there will be no refund for her newly purchased unitMs*** may have requested a copy of the terms of her RPA via email, but we have no records on file to corroborate that statementWe also do not have any records reflecting that she attempted to call or request the record once moreEven if that email were submitted, it is possible that it was not receivedA simple phone call would have yielded the copy of the terms she requestedEven if Ms*** had those terms in her possession, she would only be entitled to a refund of her purchase price for the RPA; there would be nothing given for her damage unit which was caused by an external source, her plumbingAs such, we have canceled the coverage and a check for the full amount of the purchase price for Ms*** RPA was requested; she should receive it in 10-business daysWe are not obligated to provide nay thing further and our decision is final 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 *** *** *** *** *** ***
January 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding the pricing of his
recent order We have spoken with *** *** in regard to this issueAlthough the coupon did not apply in the way he wished to use it, we offered to provide him with a $gift card and $in points as a gesture of appreciation for his patronage and he acceptedAccordingly, we respectfully ask that this matter be considered closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** *** *** *** *** *** ***
April 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and non-receipt of a refund for items he ordered from sears.com It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have issued refunds of $and $to Mr*** credit card ending in 4586. The amount of his refunds may vary from the original price paid for each item due to the Shop Your Way Rewards points earned on the orders being used toward subsequent purchases completed by Mr*** Mr*** may initiate the return process via his order profile on sears.com or contact sears.com via chat or telephone to expedite the return/refund process should he need return assistance in the future. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr*** comments and the requested resolution has been provided 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 *** *** *** ***
August 24, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms***We have completed the investigation of MsB*** complaint regarding the recent purchase of a fridge.After reviewing MsB*** complaint and
our records, we were able to determine that two days after delivering her purchased fridge, July 24, 2017, she called customer service to report that the delivered fridge had some cosmetic damage and requested an exchangeThe requested exchange was processed and scheduled for August 07, Due to the manufacture not being able to fill MsB*** order, her delivery date was rescheduled on several occasions and we apologize for thisUnfortunately MsB*** decided to cancel the exchange and requested a return of the delivered fridgeSince MsB*** was outside the return window, customer service denied her request.Upon receipt of her complaint, we called her on August 24, to offer a $sales adjustment towards the delivered fridge or a pick up since we had documentation on file that she called and reported the cosmetic damageMsB*** declined the sales adjustment and requested a returnAt this time, there is a pending pick up for August 26, Once the merchandise is returned back to our warehouse, a credit in the original amount charged of $will be issued back to the original form of paymentSince we were able to provide MsB*** with her requested resolution, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, *** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: *** imx integrated member experience
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 also complained to Ms*** a top executive with SEAR & SEARS technician came to my residence and fix the problem. I am very satisfied with SEARS & thankful to Revdex.com
Sincerely,
*** ***
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,
*** ***
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,
Ron And Susan A***
May 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with a store
substitution for her online order It is unfortunate that we failed *** *** expectations when she recently placed an order with KmartWe value her patronage and can understand her frustration with the events detailed in her complaintWe 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 averted. Additionally, *** *** Manager for Kmart Store *** contacted *** *** to offer an apology and a $store credit. *** *** accepted this offer and indicated that it met with her approval. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced *** *** is welcome to contact *** ** *** *** if she has any further questions about this issue or her store credit. We respectfully ask to have this matter closed, since we have noted *** *** comments and an equitable resolution has been provided 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 *** *** *** ***
November 15, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Shirley *** - # *** Dear Ms***: We have completed our investigation of Ms*** complaint regarding 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 apologize to Ms*** for any inconvenience she may have experienced Prior to our receiving Ms*** complaint from your agency, she was assisted by our escalated customer service group, Executive Member Services. Our records show that Ms*** selected a new washer on November 9, 2016, and is expecting delivery on November 21, 2016. Additionally, the remaining extended coverage has transferred to the new washer; the MPA expires on January 5, 2018. Since Ms*** is being provided with the replacement she requested, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10970842, and find that this resolution is satisfactory to me
Sincerely,
Darlene ***
July 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # ***- Justin R*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding the warranty on his water
heater We would like to note that Mr*** originally purchased a Power Miser water heater on October 28, According to the manufacturer’s warranty listed in his owner’s manual, any parts costs would be covered through the sixth year of ownership, but any labor costs would be his responsibility after the first yearAdditionally, it is noted that if a tank leak is verified within years from the date of purchase, the unit will be replaced with a comparable model, but the customer will pay for installationMr*** was recently authorized for replacement in error by one of our technicians that did not realize that his initial unit was purchased in We apologize for any misunderstanding It seems that Mr*** feels that the warranty should start all over when a replacement is provided, but that is not the caseThe manufacturer’s warranty is for a period of six years from the original date of purchase, which expired on October 28, Until that point in time, the consumer would be entitled to receive replacements for a leaking tankWe provided Mr*** with a replacement tank twice already in fulfillment of the manufacturer’s warranty on April 30, and then again on May 18, Mr*** is not entitled to replacements into perpetuity under the manufacturer’s warranty; it does not start over with each replacement and it is retroactive to the date of his original purchaseSince Mr*** warranty expired in 2014, we have no further obligation towards his water heater and any replacement costs would now be his responsibilityDespite that fact, we are willing to discount the purchase of a new water heater from Sears by 10% off of the lowest price as a courtesyThis would apply in addition to any current sale prices, but not to close out, clearance, previously used, floor model or outlet merchandise and is only valid for days from the date of this letter; after that, it will be null and voidWe respectfully ask that this complaint be closed as we have honored the terms of the manufacturer’s warranty in this instance. 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 Complaint Specialist Sears Holdings Corporation ***@searshc.com *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
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,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** - Donald R C*** Dear *** ***
We have completed the investigation of MrC*** complaint regarding not receiving service for his manufactured
warrantied refrigerator As clarification, not all calls for service are covered by a manufacturerSpecifically, the warranty generally covers service visits that are due to a defect in material or workmanship, but it does not cover the visit if repairs are needed due to customer misuse or lack of basic maintenance When our service technician arrived he found the refrigerator had a severe insect infestation and unsafe working conditions, there were areas of bare plywood was covering up holes in the floorOur service technician took pictures of the refrigerator and its conditionIt is obvious that the issues are not due to manufacture material or workmanship therefore any repairs would not be covered under the manufacture warranty and would be MrC*** responsibility Since we have explained why MrC*** does not qualify for a replacement or service under the manufacture warranty we have closed our case 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 Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
December 7,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problem he encountered when he attempted to exchange
a pair of defective *** jeans after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Mr*** purchased the jeans on October 2, 2016, and attempted to return it on November 19, 2016, he was over the 30-day “hassle-free” return period
However, Mr*** mentioned in his complaint that the jeans had a defect in the material causing them to come apart within a few weeksWe reached out to *** ***, Store Manager for Store ***, for assistance and requested that she inspect the jeans for a defect and not consumer abuseMs*** contacted Mr*** and offered to assist with the issueShe confirmed that the jeans were defective and were exchanged under the product implied warrantyWith that being said, since we have provided Mr*** with his desired resolution, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer and repair
services We value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenienceRepairs were completed on January 23, on Mr*** dishwasherWe are processing a refund of the $part Mr*** paid for and we have also processed a $gift card for customer satisfaction reasonsMr*** should receive both the gift card and the refund within to business daysWe respectfully ask that this matter be closed, since we have repaired Mr*** dishwasher and noted his candid feedback Again, we apologize to Mr*** for this issue 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 *** *** ***