Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Michelle [redacted] #94[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint...
regarding a purchase made at the Sears.
After receiving Ms. [redacted]'s complaint I contacted her to discuss her concerns and she informed me that her issue has been resolved. Since Ms. [redacted]'s complaint has been resolved to her satisfaction, we ask that this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
April 20, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re** [redacted] [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Mr. [redacted] complaint regarding his dissatisfaction with the problems he...
encountered with the return of the range he ordered online from our Sears Outlet Store.
We apologize for the delay in responding to this complaint. We contacted Mr. [redacted] and he confirmed that the range had failed again after the repair was completed and he was offered to return the range for a refund. Regrettably, the outlet store that sold the range to Mr. [redacted] was located in Virginia and recently closed; therefore, the outlet store was unable to accept the range return. According to the notes, we attempted to locate a nearby outlet store in California that could arrange the return, but were unsuccessful. Arrangements were made with [redacted] Logistics to pick up the range and return it to our local warehouse. Mr. [redacted] confirmed that [redacted] Logistics picked-up the range last week. Mr. [redacted] requested assistance with expediting his refund for the return. We forwarded this matter to the District Manager to research and are currently awaiting his response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to complete the research. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted]
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted]’s complaint regarding his LG washer. Service was completed on January 12, 2017. The stator was replaced as was instructed by LG. It is our understanding that Mr. [redacted] confirmed the washer as working properly. Since we have repaired Mr. [redacted]’s washer we have closed this case. We apologize to Mr. [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding repairs for her power washer. We understand that Ms....
[redacted] is upset that she has had to have service once a year since she has owned the power washer. Our research shows that the power washer was purchased in June 2013 and we have serviced the power washer once in 2014, 2015 and again in 2016. Each of these services was on regular yearly maintenance items and was covered under the Repair Protection Agreement (RPA). In 2014 the governor spring needed adjustment, in 2015 the carburetor needed cleaning and this year the governor spring again needed adjustment. Ms. [redacted] owner’s manual has extensive instructions regarding the need for regular maintenance. Ms. [redacted] service agreement is designed to address wear and tear, and to identify and rectify other conditions that might cause future breakdown. While the analogy of a car might not be totally appropriate, all things mechanical require proper occasional maintenance and the use of specific types of products to keep them running properly. A power washer is a piece of mechanical equipment with expendable and wearable parts that need inspection, lubrication and repair. We understand that the hose for the power washer was misplaced while in our care for service and we have replaced that hose for Ms. [redacted] as well as provided her with a gift card in the amount of $20.00 for her inconvenience but since all services have been for regular yearly maintenance she does not qualify for a replacement and we have closed our case. We apologize to Ms. [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 3, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding his dissatisfaction with the response we provided regarding his refrigerator repair request. We have reviewed both Sears’ response and Mr. [redacted] rebuttal, and we do not find that Mr. [redacted] has brought any new information to his complaint. Our previous response confirmed the same service date mentioned in his rebuttal, and noted that parts were being researched. It may also be important to explain that the time-frame in which we are allowed to provide a written response for an initial complaint is much greater than the time we are given to reply to rebuttals or additional information submitted by the complainant. Regardless, our Service Unit Representative remained in contact with Mr. [redacted] even after our responses were submitted to the Revdex.com. With that having been said, we understand that Mr. [redacted] is dissatisfied with the service he received; however, we are unable to proceed with repair and have informed his warranty provider that one of the parts needed to restore his refrigerator is no longer available. It is now up to them to provide Mr. [redacted] with a resolution appropriate to the terms of their warranty. We do apologize that we failed his expectations, and can assure him that his complaint has been fully documented for management to review in considerations of any future changes that may be made to improve our services. We respectfully ask to have this matter closed, since we have completed Mr. [redacted] service order. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
March 7, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the delivery issues he...
encountered when he ordered a new microwave and the delay in receiving the refund for the cancelled order.
It is unfortunate that we failed Mr. [redacted] expectations when he recently ordered a new microwave. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
According to our records, on February 4, 2017 Mr. [redacted] paid $129.93 for the microwave and $129.99 for installation. On February 20, 2017 an order for an even exchange on the microwave was processed and we refunded the installation fee of $129.99 to his credit card ending in [redacted]. The following day, on February 21, 2017 the microwave order was cancelled and we issued the remaining credit of $129.93 to Mr. [redacted] credit card ending in [redacted] As clarification, once we release the transaction to a consumer’s financial institute, it can take 3 – 5 business days for the credit to post to their account. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Alison Q[redacted]
21 July 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 9455[redacted] - Heide [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the delay in receiving her purchased appliance.
After...
reviewing Ms. [redacted] complaint and our records, we were able to determine that on 16 January 2015, Ms. [redacted] purchased an elliptical machine. The delivery was scheduled for 11 February 2015. On the day of delivery, our delivery drivers called to inform that the due to the product not fitting through the basement door, the machine was left in the living room. Ms. [redacted] was informed to call once the product was at its intended location and we would gladly assemble the product for her. Our records do not show that Ms. [redacted] called back. At this time, our records show that a pick-up was completed on 15 July 2015 and the original amount charged of $966.06 was credited back to the original form of payment. Since the pick-up of Ms. [redacted] elliptical machine has been picked up and she's been refunded fully, 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,
Ema [redacted]s
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-[redacted]
i[redacted][email protected]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a range purchased from Sears. We apologize that Mr. [redacted] range...
failed to meet his expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. Mr. [redacted] did not purchase additional coverage, his manufacturer’s warranty expired on September 11, 2011, over 5 years ago, therefore he is responsible for the cost of any repairs. When contacted on October 5, 2016, Mr. [redacted] stated that he was not interested in paying for a service call on his range and has requested that the call be cancelled; therefore we will not be servicing the range. That said we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
sears rep Mr Rich took care of minor repair very next day by sending knowledgeable technician to repair my air-aircondition my air condition is up and working fine
5 star customer service by Mr Rich
GREAT DOING BUSINESS...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Bernice [redacted]
September 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – [redacted] Dear Ms. [redacted], We have completed our review of Mr. [redacted]’s rebuttal complaint regarding his request to receive a refund of the gift cards he purchased from Chili’s on Gunburrel Rd. in Chattanooga TN. We can only apologize for any inconvenience Mr. [redacted] may have experienced with this matter. After sending an email correspondence to Mr. [redacted], he confirmed that he purchased the gift cards from a Chili’s store in Tennessee, not Sears. Unfortunately, we are unable to assist with a refund of the gift cards. We advised that he would need to return the gift cards to the store he purchased from Chili’s will be able to let him know if they are able to issue a refund without a receipt or if they are capable of looking up his purchase in their system. We respectfully ask to have this matter closed since we have noted Mr. [redacted]’s comments and no further resolution was requested. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 21, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]
Via[redacted]
Dear Ms. [redacted]
This letter serves to provide you a response to Mr. [redacted] concerns regarding Sales practices. We are grateful that Mr. [redacted] brought this matter to our attention. I have forwarded his concerns to the appropriate level of management to address immediately.
If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Thank you,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted]
We have completed our investigation of Mr. [redacted] complaint regarding his lawn mower. We value Mr. [redacted] patronage,...
but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] 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 inconvenience. That being said the store manager, [redacted] spoke to Mr. [redacted] on March 13, 2017 and requested he come into the store to have the refund processed for the mower. Mr. [redacted] stated that he was too busy to come in that week and would be in on Monday March 20, 2017. Mr. [redacted] did not come in to the Fairfield store on the 20th nor has he been to the store as of March 30, 2017. I offer to process the return is good for 90 days, after July 1, 2017 the offer will be null and void. Since we are currently waiting for Mr. [redacted] to return to the store so that we can process his refund as he requested and are currently waiting on him we ask to have this matter closed. Again, we apologize to Mr. [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted]
Complaint: 11498741
I am rejecting this response because: 1) Upon returning home last night after supposedly repairing the main board and all the wiring in the machine (after about 3 weeks for this), the machine failed again with a "PF" (power failure) on a cycle. 2) We attempted to wash another load, the cycle ended and there was standing water in the machine which has never happened before. Once this happened I called my Sears consumer advocate immediately and left her a message about this new issue. Yesterday afternoon the Sears customer service advocate offered to extend my extended warranty for one year. I rejected that offer and advised that it was unacceptable given the circumstances and that was before I had the issues last night were now compound the problem. My wife has now waited fro over 8 hours over the last 3 weeks to fix the washing machine. Her time is valuable and has not been compensated. Yesterday I also received a postcard regarding a class action lawsuit filed against Whirlpool, Kenmore and Maytag regarding 2001 - 2010 front load washing machines failing to adequately self-clean themselves of laundry residue, resulting in buildup of mold or mildew that can cause bad odors and ruined laundry. I contacted my customer service advocate for Sears about another service call for this defective machine. Shortly after purchasing the machine, plumbing in my house started to rattle. I called Sears customer service. A service tech came out. The service tech advised that the water shutoff valve slams shut so hard that it causes rattling in pipes. He refused to replace the water shut off valve because he said he had done it before for other customers who complained and the issue was not resolved with other customers so "it was a waste of time." When the service tech left my house, I noticed that he falsified the service ticket and claimed that the issue was the pipes in my house. I called the Sears store manager, Teresa, about this issue and I was told by her that a) she had the same machine, b) that machine does cause the pipes to rattle because it does it in her house too and c) she never disclosed this to us when we bought the machine, i.e. she withheld material information about the machine which would have influenced my purchase decision as a consumer. I was shocked that she withheld this information from the consumer. I believe that every major component in the machine has been replaced but according to one service tech. "the main board get corrupted and nobody knows why." This issue was never disclosed to me when I purchased the machine and clearly Sears representatives know about the main boards being "corrupted" and the water shut off valve slamming shut to hard. The parts that were replaced are apparently replaced with defective parts not modified parts to cure the main boards from being "corrupted." There have been no recalls on this machine despite knowledge of defective parts being sold to consumers throughout the country. There has been no public notice by the company or the manufacturer that certain parts or defective and fail to last a sufficient amount of time, i.e. main boards being "corrupted" within 2 1/2 years of use. There is no reason for me to have any faith that the parts put into the machine yesterday will last as long as they should as opposed to being "corrupted." The service tech initially told me that some customers just simple unplug the washer and plug it back in to correct the corrupted main boards. That is not a rational solution to fix a defective product and does not always work because I tried that and it failed to correct the situation. Who unplugs and plugs in their washing machine when they have to use it? I had a washing machine for 10 years before this one and plugged it in once and that was it. The response from Sears is unacceptable and shows a lack of understanding with respect to their product and admissions made by their own Service techs about the machines have defective and "corrupted" parts.
Brian [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Vesta [redacted]
November 16, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Stanley N[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. N[redacted] complaint regarding the problem he encountered when he attempted to...
exchange a defective water filter within our 30-day return period.
Firstly, we would like to apologize for any inconvenience that this may have caused Mr. N[redacted] We would like to note that our 30-day return policy does not allow returns on opened packages; however, it does state that it can be exchanged for the same or comparable item. We assure that any variance from our accepted business practice has been addressed as a coaching opportunity. On November 11, 2017 District Manager John A[redacted] confirmed that Mr. N[redacted] was contacted regarding the water filter. For customer satisfaction, a full refund was issued to Mr. N[redacted] With that being said, since it is our understanding that the refund is a resolution that met with Mr. N[redacted] approval, we have closed our file.
We apologize to Mr. N[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
May 12, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms....
[redacted] We have completed our investigation of Ms. [redacted] complaint regarding a recent purchase. We apologize for any misunderstanding that may have occurred. However, our system correctly noted that installation would be over $500.00 for the shed when we attempted to place an order. As a courtesy, we offered to issue a $100.00 credit and Ms. [redacted] accepted. This credit was issued on April 26, 2017. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
January 30, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]s complaint regarding her dissatisfaction with the delivery delay of her gas...
grill and her request for a refund of her delivery fee.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We researched and the grill arrived at the warehouse from the manufacturer on January 9, 2017, but it was not assembled. Since the unit had to be assembled prior to the delivery, the delivery date was rescheduled for January 10, 2017. According to Ms. [redacted]s order, the delivery fee was $118.99 and she was provided a $69.99 discount on the delivery fee; therefore, she was charged $49 for the delivery. We would like to note that the delivery fee is nonrefundable. However, for customer satisfaction, we offered to reimburse Ms. [redacted] the $49 and she accepted the offer. On January 30, 2017 we issued the $49 credit to her credit card ending in 0868. The credit should post to her account within 3 – 5 business days depending on her banking institute. With that being said, since we have addressed the issue brought forth in Ms. [redacted]s complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
February 16, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Neyda L[redacted] Dear Ms[redacted] We have completed the investigation of Ms. L[redacted] complaint regarding her service experience with the...
refrigerator and her request for a replacement. After reviewing the complaint filed, we found that Ms. L[redacted] had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint department. EMS assisted with scheduling repair and providing the requirements needed for a replacement as requested. During the last service request, the Service Contracts department authorized a replacement on December 18, 2017. Ms. L[redacted] reselected a new unit which was delivered in February 2018. Should Ms. L[redacted] have any further questions or concerns, she may contact Support Specialist Shania F[redacted] directly at [redacted] or via email at Shania.F[redacted]. In the interim, since a 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, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Michelle [redacted] #94[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint...
regarding a purchase made at the Sears.
After receiving Ms. [redacted]'s complaint I contacted her to discuss her concerns and she informed me that her issue has been resolved. Since Ms. [redacted]'s complaint has been resolved to her satisfaction, we ask that this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
April 20, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re** [redacted] [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Mr. [redacted] complaint regarding his dissatisfaction with the problems he...
encountered with the return of the range he ordered online from our Sears Outlet Store.
We apologize for the delay in responding to this complaint. We contacted Mr. [redacted] and he confirmed that the range had failed again after the repair was completed and he was offered to return the range for a refund. Regrettably, the outlet store that sold the range to Mr. [redacted] was located in Virginia and recently closed; therefore, the outlet store was unable to accept the range return. According to the notes, we attempted to locate a nearby outlet store in California that could arrange the return, but were unsuccessful. Arrangements were made with [redacted] Logistics to pick up the range and return it to our local warehouse. Mr. [redacted] confirmed that [redacted] Logistics picked-up the range last week. Mr. [redacted] requested assistance with expediting his refund for the return. We forwarded this matter to the District Manager to research and are currently awaiting his response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to complete the research. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted]
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted]’s complaint regarding his LG washer. Service was completed on January 12, 2017. The stator was replaced as was instructed by LG. It is our understanding that Mr. [redacted] confirmed the washer as working properly. Since we have repaired Mr. [redacted]’s washer we have closed this case. We apologize to Mr. [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding repairs for her power washer. We understand that Ms....
[redacted] is upset that she has had to have service once a year since she has owned the power washer. Our research shows that the power washer was purchased in June 2013 and we have serviced the power washer once in 2014, 2015 and again in 2016. Each of these services was on regular yearly maintenance items and was covered under the Repair Protection Agreement (RPA). In 2014 the governor spring needed adjustment, in 2015 the carburetor needed cleaning and this year the governor spring again needed adjustment. Ms. [redacted] owner’s manual has extensive instructions regarding the need for regular maintenance. Ms. [redacted] service agreement is designed to address wear and tear, and to identify and rectify other conditions that might cause future breakdown. While the analogy of a car might not be totally appropriate, all things mechanical require proper occasional maintenance and the use of specific types of products to keep them running properly. A power washer is a piece of mechanical equipment with expendable and wearable parts that need inspection, lubrication and repair. We understand that the hose for the power washer was misplaced while in our care for service and we have replaced that hose for Ms. [redacted] as well as provided her with a gift card in the amount of $20.00 for her inconvenience but since all services have been for regular yearly maintenance she does not qualify for a replacement and we have closed our case. We apologize to Ms. [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 3, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding his dissatisfaction with the response we provided regarding his refrigerator repair request. We have reviewed both Sears’ response and Mr. [redacted] rebuttal, and we do not find that Mr. [redacted] has brought any new information to his complaint. Our previous response confirmed the same service date mentioned in his rebuttal, and noted that parts were being researched. It may also be important to explain that the time-frame in which we are allowed to provide a written response for an initial complaint is much greater than the time we are given to reply to rebuttals or additional information submitted by the complainant. Regardless, our Service Unit Representative remained in contact with Mr. [redacted] even after our responses were submitted to the Revdex.com. With that having been said, we understand that Mr. [redacted] is dissatisfied with the service he received; however, we are unable to proceed with repair and have informed his warranty provider that one of the parts needed to restore his refrigerator is no longer available. It is now up to them to provide Mr. [redacted] with a resolution appropriate to the terms of their warranty. We do apologize that we failed his expectations, and can assure him that his complaint has been fully documented for management to review in considerations of any future changes that may be made to improve our services. We respectfully ask to have this matter closed, since we have completed Mr. [redacted] service order. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
March 7, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the delivery issues he...
encountered when he ordered a new microwave and the delay in receiving the refund for the cancelled order.
It is unfortunate that we failed Mr. [redacted] expectations when he recently ordered a new microwave. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
According to our records, on February 4, 2017 Mr. [redacted] paid $129.93 for the microwave and $129.99 for installation. On February 20, 2017 an order for an even exchange on the microwave was processed and we refunded the installation fee of $129.99 to his credit card ending in [redacted]. The following day, on February 21, 2017 the microwave order was cancelled and we issued the remaining credit of $129.93 to Mr. [redacted] credit card ending in [redacted] As clarification, once we release the transaction to a consumer’s financial institute, it can take 3 – 5 business days for the credit to post to their account. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Alison Q[redacted]
21 July 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 9455[redacted] - Heide [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the delay in receiving her purchased appliance.
After...
reviewing Ms. [redacted] complaint and our records, we were able to determine that on 16 January 2015, Ms. [redacted] purchased an elliptical machine. The delivery was scheduled for 11 February 2015. On the day of delivery, our delivery drivers called to inform that the due to the product not fitting through the basement door, the machine was left in the living room. Ms. [redacted] was informed to call once the product was at its intended location and we would gladly assemble the product for her. Our records do not show that Ms. [redacted] called back. At this time, our records show that a pick-up was completed on 15 July 2015 and the original amount charged of $966.06 was credited back to the original form of payment. Since the pick-up of Ms. [redacted] elliptical machine has been picked up and she's been refunded fully, 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,
Ema [redacted]s
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-[redacted]
i[redacted][email protected]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a range purchased from Sears. We apologize that Mr. [redacted] range...
failed to meet his expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. Mr. [redacted] did not purchase additional coverage, his manufacturer’s warranty expired on September 11, 2011, over 5 years ago, therefore he is responsible for the cost of any repairs. When contacted on October 5, 2016, Mr. [redacted] stated that he was not interested in paying for a service call on his range and has requested that the call be cancelled; therefore we will not be servicing the range. That said we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
sears rep Mr Rich took care of minor repair very next day by sending knowledgeable technician to repair my air-aircondition my air condition is up and working fine
5 star customer service by Mr Rich
GREAT DOING BUSINESS...
WITH U I WILL KEEP MY SEARS WARRANTY ON
Thanks
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Bernice [redacted]
September 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – [redacted] Dear Ms. [redacted], We have completed our review of Mr. [redacted]’s rebuttal complaint regarding his request to receive a refund of the gift cards he purchased from Chili’s on Gunburrel Rd. in Chattanooga TN. We can only apologize for any inconvenience Mr. [redacted] may have experienced with this matter. After sending an email correspondence to Mr. [redacted], he confirmed that he purchased the gift cards from a Chili’s store in Tennessee, not Sears. Unfortunately, we are unable to assist with a refund of the gift cards. We advised that he would need to return the gift cards to the store he purchased from Chili’s will be able to let him know if they are able to issue a refund without a receipt or if they are capable of looking up his purchase in their system. We respectfully ask to have this matter closed since we have noted Mr. [redacted]’s comments and no further resolution was requested. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 21, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]
Via[redacted]
Dear Ms. [redacted]
This letter serves to provide you a response to Mr. [redacted] concerns regarding Sales practices. We are grateful that Mr. [redacted] brought this matter to our attention. I have forwarded his concerns to the appropriate level of management to address immediately.
If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Thank you,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted]
We have completed our investigation of Mr. [redacted] complaint regarding his lawn mower. We value Mr. [redacted] patronage,...
but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] 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 inconvenience. That being said the store manager, [redacted] spoke to Mr. [redacted] on March 13, 2017 and requested he come into the store to have the refund processed for the mower. Mr. [redacted] stated that he was too busy to come in that week and would be in on Monday March 20, 2017. Mr. [redacted] did not come in to the Fairfield store on the 20th nor has he been to the store as of March 30, 2017. I offer to process the return is good for 90 days, after July 1, 2017 the offer will be null and void. Since we are currently waiting for Mr. [redacted] to return to the store so that we can process his refund as he requested and are currently waiting on him we ask to have this matter closed. Again, we apologize to Mr. [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted]
Complaint: 11498741
I am rejecting this response because: 1) Upon returning home last night after supposedly repairing the main board and all the wiring in the machine (after about 3 weeks for this), the machine failed again with a "PF" (power failure) on a cycle. 2) We attempted to wash another load, the cycle ended and there was standing water in the machine which has never happened before. Once this happened I called my Sears consumer advocate immediately and left her a message about this new issue. Yesterday afternoon the Sears customer service advocate offered to extend my extended warranty for one year. I rejected that offer and advised that it was unacceptable given the circumstances and that was before I had the issues last night were now compound the problem. My wife has now waited fro over 8 hours over the last 3 weeks to fix the washing machine. Her time is valuable and has not been compensated. Yesterday I also received a postcard regarding a class action lawsuit filed against Whirlpool, Kenmore and Maytag regarding 2001 - 2010 front load washing machines failing to adequately self-clean themselves of laundry residue, resulting in buildup of mold or mildew that can cause bad odors and ruined laundry. I contacted my customer service advocate for Sears about another service call for this defective machine. Shortly after purchasing the machine, plumbing in my house started to rattle. I called Sears customer service. A service tech came out. The service tech advised that the water shutoff valve slams shut so hard that it causes rattling in pipes. He refused to replace the water shut off valve because he said he had done it before for other customers who complained and the issue was not resolved with other customers so "it was a waste of time." When the service tech left my house, I noticed that he falsified the service ticket and claimed that the issue was the pipes in my house. I called the Sears store manager, Teresa, about this issue and I was told by her that a) she had the same machine, b) that machine does cause the pipes to rattle because it does it in her house too and c) she never disclosed this to us when we bought the machine, i.e. she withheld material information about the machine which would have influenced my purchase decision as a consumer. I was shocked that she withheld this information from the consumer. I believe that every major component in the machine has been replaced but according to one service tech. "the main board get corrupted and nobody knows why." This issue was never disclosed to me when I purchased the machine and clearly Sears representatives know about the main boards being "corrupted" and the water shut off valve slamming shut to hard. The parts that were replaced are apparently replaced with defective parts not modified parts to cure the main boards from being "corrupted." There have been no recalls on this machine despite knowledge of defective parts being sold to consumers throughout the country. There has been no public notice by the company or the manufacturer that certain parts or defective and fail to last a sufficient amount of time, i.e. main boards being "corrupted" within 2 1/2 years of use. There is no reason for me to have any faith that the parts put into the machine yesterday will last as long as they should as opposed to being "corrupted." The service tech initially told me that some customers just simple unplug the washer and plug it back in to correct the corrupted main boards. That is not a rational solution to fix a defective product and does not always work because I tried that and it failed to correct the situation. Who unplugs and plugs in their washing machine when they have to use it? I had a washing machine for 10 years before this one and plugged it in once and that was it. The response from Sears is unacceptable and shows a lack of understanding with respect to their product and admissions made by their own Service techs about the machines have defective and "corrupted" parts.
Brian [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Vesta [redacted]
November 16, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Stanley N[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. N[redacted] complaint regarding the problem he encountered when he attempted to...
exchange a defective water filter within our 30-day return period.
Firstly, we would like to apologize for any inconvenience that this may have caused Mr. N[redacted] We would like to note that our 30-day return policy does not allow returns on opened packages; however, it does state that it can be exchanged for the same or comparable item. We assure that any variance from our accepted business practice has been addressed as a coaching opportunity. On November 11, 2017 District Manager John A[redacted] confirmed that Mr. N[redacted] was contacted regarding the water filter. For customer satisfaction, a full refund was issued to Mr. N[redacted] With that being said, since it is our understanding that the refund is a resolution that met with Mr. N[redacted] approval, we have closed our file.
We apologize to Mr. N[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] Matilda.S[redacted]
May 12, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms....
[redacted] We have completed our investigation of Ms. [redacted] complaint regarding a recent purchase. We apologize for any misunderstanding that may have occurred. However, our system correctly noted that installation would be over $500.00 for the shed when we attempted to place an order. As a courtesy, we offered to issue a $100.00 credit and Ms. [redacted] accepted. This credit was issued on April 26, 2017. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
January 30, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]s complaint regarding her dissatisfaction with the delivery delay of her gas...
grill and her request for a refund of her delivery fee.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We researched and the grill arrived at the warehouse from the manufacturer on January 9, 2017, but it was not assembled. Since the unit had to be assembled prior to the delivery, the delivery date was rescheduled for January 10, 2017. According to Ms. [redacted]s order, the delivery fee was $118.99 and she was provided a $69.99 discount on the delivery fee; therefore, she was charged $49 for the delivery. We would like to note that the delivery fee is nonrefundable. However, for customer satisfaction, we offered to reimburse Ms. [redacted] the $49 and she accepted the offer. On January 30, 2017 we issued the $49 credit to her credit card ending in 0868. The credit should post to her account within 3 – 5 business days depending on her banking institute. With that being said, since we have addressed the issue brought forth in Ms. [redacted]s complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]
February 16, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Neyda L[redacted] Dear Ms[redacted] We have completed the investigation of Ms. L[redacted] complaint regarding her service experience with the...
refrigerator and her request for a replacement. After reviewing the complaint filed, we found that Ms. L[redacted] had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint department. EMS assisted with scheduling repair and providing the requirements needed for a replacement as requested. During the last service request, the Service Contracts department authorized a replacement on December 18, 2017. Ms. L[redacted] reselected a new unit which was delivered in February 2018. Should Ms. L[redacted] have any further questions or concerns, she may contact Support Specialist Shania F[redacted] directly at [redacted] or via email at Shania.F[redacted]. In the interim, since a 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, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation