December 2, 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 Ms. [redacted] complaint regarding the problem she encountered when she attempted to return a...
television for a refund.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. As clarification, 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 30 days from the date of your original purchase to make a return with the following exceptions...” Since Ms. [redacted] made her purchase on October 19, 2016, and her complaint was filed with your agency on November 17, 2016, she was clearly within our 30-day return period.
Upon receipt of Ms. [redacted] complaint we reached out to Store Manager [redacted] to assist with Ms. [redacted] concern. Ms. [redacted] confirmed that the store return policy for televisions is a 30 day period, not a 14-day return period. Ms. [redacted] contacted Ms. [redacted] and offered to assist with the return. On November 30, 2016 we processed the return and issued Ms. [redacted] a refund of $167.49 to her [redacted] card. 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. With that being said, since we have addressed the issue brought forth in Ms. [redacted] 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]
December 6, 2016 [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 recent online order...
experience and request to receive a refund gift card and Sears to honor the same sale price. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand his frustration with the series of events noted in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we found that the Sears Gift Card department re-issued a new gift card of $150.00 on November 28, 2016. The gift card will arrive in the mail within 7 to 10 business days and Sears will honor the same sale price and discounts on his new order. Mr. [redacted] simply needs to reference his previous order so that the discounts will be applied. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 5, 2016 [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 recent purchase. According to our records, Mr. [redacted] received the correct pedestal on July 29, 2016. Additionally, a credit for $43.30 was issued to his account on July 31, 2016. We appreciate him taking the time to bring this matter to our attention. Since we have granted Mr. [redacted] requests, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
September 25, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Julie T[redacted]
Dear [redacted]
We have completed the investigation of Ms. T[redacted]’s rebuttal to the response we provided regarding her dissatisfaction that her washer failed again with the same issue it was repaired for 3 years ago; and her request for service at no charge.
We have Ms. T[redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied that her washer has failed again, the fact remains that the warranty repair was completed over 3 years ago and the washer no longer has any coverage. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs 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 these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come 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. Ms. T[redacted] did purchase a 3 year extended warranty that expired on April 26, 2017, and she did not renew it.
As previously mentioned, we offered Ms. T[redacted] service on her washer with a Sears technician and we would cover the diagnostic and labor charges; and Ms. T[redacted] would be responsible for any parts needed. Ms. T[redacted] accepted the offer and service was scheduled; however, on September 15, 2017 Ms. T[redacted] contacted us and cancelled service. She stated that it would be less challenging for her to just go out and purchase a new appliance
As far as Ms. T[redacted]’s concern that the same model washer that she purchased 3 years ago is no longer sold; most appliance manufacturers typically discontinue product within a year to introduce newer models. With that being said, since we have addressed the issue brought forth in Ms. T[redacted]’s rebuttal, 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,
Matilda S[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,
Sharon [redacted]
September 28, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint because we have been unable to find...
the service record in question under any of the phone numbers and addresses provided. We searched under the [redacted] address and did not find any dryer repair. We also checked under [redacted] and still could not find any record of a dryer repair. Ms. [redacted] is welcome to email me the phone number and/or address where the service occurred so that I can research to see if a refund is possible. I can be reached at [redacted] In the interim, since we remain willing to help but do not find any service orders under the information provided, we have closed our file pending Ms. [redacted] further response. We apologize to Ms. Boettger and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[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,
Alexander D[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11114870, and find that this resolution is satisfactory to me.
Sincerely,
Esther [redacted]
Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
September 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Lauren [redacted] #...
94568111
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding lawn care reimbursement when her tractor was being repaired.
Upon receiving Ms. [redacted]'s complaint, we would like to apologize for the confusion with regards to the lawn care reimbursement that she was promised. It should be noted that Ms. [redacted] has spoken with our Customer Solutions department and her lawn care was processed in the form of a bank check on August 29, 2015 in the amount of $200.00 under salescheck# 099117563734. We again apologize for any confusion that Ms. [redacted] may have experienced. That being said, because we have provided Ms. [redacted] with her requested resolution, we respectfully request 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,
Erica [redacted]
Regulatory Complaints Specialist
512-[redacted]
Erica.[redacted]@searshc.com
January 3, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Billy C. W[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. W[redacted] complaint regarding his refrigerator repair. ...
It is regrettable that we failed Mr. W[redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. W[redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. Wooten for any inconvenience we may have caused. Upon researching Mr. W[redacted] complaint, we found that he was assisted by Robert B[redacted] with our escalated customer service group, Executive Member Services (EMS. Mr. B[redacted] explained to Mr. W[redacted] than a replacement was not an option but he would ensure that the repair would be completed as soon as possible. Our records show that a control board and duct assembly were installed on December 18, 2017; completing the repair. While Mr. W[redacted] does not carry a protection agreement on his refrigerator, and he was denied food loss reimbursement by our Protection Agreement department, as a courtesy, we have processed a mail bank check for $100.00 to assist him with any food loss he may have incurred. We have included a copy of the sales check with our correspondence for his records and Mr. W[redacted] should receive a check in the next two weeks. With that said, since we have documented Mr. W[redacted] concerns with his refrigerator and the repair has been completed, we have closed our file. Again, we apologize to Mr. W[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist Enclosure
January 24, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Michelle C[redacted] Dear [redacted] We have completed the investigation of Ms. C[redacted]omplaint regarding her recent online order...
experience and her request to receive her order or a store credit. Anthony S[redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms. C[redacted] expectations and we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the complaint filed, we reached out to Ms. C[redacted] regarding the order to address her concerns. Ms. C[redacted] confirmed that she received her merchandise but was dissatisfied with the service she received at the store. We have taken action to speak with the associates involved with this transaction and will work on training accordingly. Additionally, we hope that in the future Ms. C[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. Should Ms. C[redacted] have any questions, she may contact our store directly at ([redacted] In the interim, we have noted Ms. C[redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 23, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the quality of his coffee maker...
and his request for a replacement.
Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [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. Upon receipt of [redacted] complaint we investigated and found that his Kenmore coffee maker model has a 5 year warranty and the warranty states that a consumer should return the defective product with proof of sale to the retailer from which it was purchased. WITH PROOF OF SALE, a defective appliance will be replaced free of charge.
We apologize that the store did not assist [redacted] son when he tried to exchange it at the store. We reached out to [redacted] Store Manager for Store [redacted], to assist with [redacted] concern. [redacted] confirmed that they contacted [redacted] and apologized for the inconvenience. [redacted] informed [redacted] that he had a replacement coffee maker ready for an exchange and offered him a $10 gift card for the inconvenience as well. [redacted] accepted the offer and agreed to return to the store for the exchange and gift card. In the interim, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
Again, we apologize to [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]
November 3, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611
[redacted] [redacted]
[redacted]We have
completed our investigation [redacted] complaint regarding her refrigerator
repair.First,
we would like...
to apologize to [redacted] for failing her expectations in regard
to the repair of her refrigerator. Additionally,
we would like to assure [redacted] that we do not take these matters lightly and
we have forwarded her concerns to the District Service Manager and Routing
Manager for further review. We
appreciate the opportunity to address the customer service/scheduling issues
outlined within [redacted] complaint, so that future problems can be
averted. On October 29, 2015, after
reviewing the notes within our service system, we authorized [redacted] for an
in-warranty exchange. While [redacted] only paid $1,444.90 for her
refrigerator, we determined that $2,011.75 was needed to provide her with a
comparable replacement. [redacted] used
the aforementioned credit and an additional $100.00 discount to select a new
refrigerator. The unit she selected was
slightly more than the amount we allotted, so [redacted] paid the difference of $264.37. Our records show that the new refrigerator is
scheduled for delivery on November 11, 2015, which is the first available
date. Additionally,
we explained to [redacted] why she was denied food loss compensation; the
manufacturer’s warranty does not provide for consequential damages. Food loss could only be recouped if a protection
agreement is carried on the refrigerator. With that said, since it is our
understanding that [redacted] is satisfied with the outcome of her complaint, we
ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]
August 3, 2017
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Antoinette J. B[redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. B[redacted]...
complaint regarding her washer. As clarification, our return policy is valid for 30 days from the date of purchase and once that time period has passed, the manufacturer’s warranty would apply. This washer was purchased in November and as such, repair would be the only recourse at this time. Unfortunately, it is not always possible to properly diagnose an issue as some failures can have several possible causes. However, our technician was able to consult with our Strategic Technical Assistance Center while he was at Ms. B[redacted] home on July 20, 2017 and he found that her electric outlet was causing the issue. It needed to be rewired. In light of the aforementioned information, we have closed our file. We apologize to Ms. B[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, T[redacted] S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 24, 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] complaint regarding Sears Home Services. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to his dryer repair. Additionally, we forwarded Mr. [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. Upon reviewing Mr. [redacted] service order, we found a notation that he had paid $283.09. Since he installed the part himself, we feel that he would not owe any additional monies above what he has paid already. Additionally, it appears on the day of service, there was a system error which caused his payment not to post in our system, which subsequently generated a bill for the original estimate cost of repair. Accordingly, we contacted the National Claims Center to clear the outstanding invoice. On October 24, 2016, National Accounts Manager [redacted] confirmed that the $347.09 invoice has been removed from the system; Mr. [redacted] should not receive any further bills dated after October 24th. While we are unable to compensate Mr. [redacted] for his time, as a courtesy, we are mailing him a $50.00 gift card. With that said, since we have corrected the billing error, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[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 Sears Home Services and repairs to her refrigerator.
[redacted]...
[redacted], Sears Home Services, District Service Manager provided the following response:
I have reviewed Ms. [redacted]'s complaint and her request for a refund for the trip/diagnostic trip charge as well as food loss. Ms. [redacted] asks to be reimbursed for her service fees, as noted by Ms. [redacted] in her complaint, our technician did his job perfectly in diagnosing the problem and ordering the parts needed for the repair. So, there would be no justification for reimbursing the fees for those services. Additionally, Ms. [redacted] asks to be compensated for food loss. It is important to note that food loss reimbursement is a benefit for consumers whose appliances are covered by a Sears Protection Agreement. Ms. [redacted] does not coverage on her refrigerator and her manufacturer's warranty expired on August 30, 2014, therefore she is not entitled to food loss reimbursement. Our records indicate that a technician completed repairs to Ms. [redacted]'s refrigerator on October 16, 2015, when he installed a new compressor and drier assembly. At this time, since we have noted our response to Ms. [redacted]'s complaint, 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,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted].[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: I will contact the Office of the [redacted] Division for the state of Texas so they can look into my complaint
Sincerely,
[redacted]
January 9, 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] complaint regarding her dishwasher and her request for a...
replacement. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her dishwasher. After reviewing the notes in Ms. [redacted] service orders, District Service Manager [redacted] authorized a replacement under Ms. [redacted] Master Protection Agreement (MPA). Based upon the features of Ms. [redacted] current dishwasher, it was determined that $299.99 would provide her with a comparable replacement under her MPA. Mr. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization. The new dishwasher will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new dishwasher and run concurrently with the manufacturer’s warranty until its expiration on June 19, 2017. With that said, since we are providing Ms. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have revie*ed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
John [redacted]
February 27, 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 the pricing of some items he wished to purchase. We have emailed Mr[redacted] with an offer to provide him with a credit for the difference in price if he will order those boots for the current price as a courtesy, but there has been no reply. We want to note that the Terms Of Use for our site clearly note that we are no responsible for any errors that may occur in regard to pricing or description, but we are making an exception as a courtesy. Should Mr[redacted] wish to accept, he may respond to the email that was previously sent or forward the new order number to the email address listed below. Once this is done, a credit will be applied for the difference via the same form of payment. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
December 2, 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 Ms. [redacted] complaint regarding the problem she encountered when she attempted to return a...
television for a refund.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. As clarification, 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 30 days from the date of your original purchase to make a return with the following exceptions...” Since Ms. [redacted] made her purchase on October 19, 2016, and her complaint was filed with your agency on November 17, 2016, she was clearly within our 30-day return period.
Upon receipt of Ms. [redacted] complaint we reached out to Store Manager [redacted] to assist with Ms. [redacted] concern. Ms. [redacted] confirmed that the store return policy for televisions is a 30 day period, not a 14-day return period. Ms. [redacted] contacted Ms. [redacted] and offered to assist with the return. On November 30, 2016 we processed the return and issued Ms. [redacted] a refund of $167.49 to her [redacted] card. 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. With that being said, since we have addressed the issue brought forth in Ms. [redacted] 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]
December 6, 2016 [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 recent online order...
experience and request to receive a refund gift card and Sears to honor the same sale price. It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand his frustration with the series of events noted in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we found that the Sears Gift Card department re-issued a new gift card of $150.00 on November 28, 2016. The gift card will arrive in the mail within 7 to 10 business days and Sears will honor the same sale price and discounts on his new order. Mr. [redacted] simply needs to reference his previous order so that the discounts will be applied. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 5, 2016 [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 recent purchase. According to our records, Mr. [redacted] received the correct pedestal on July 29, 2016. Additionally, a credit for $43.30 was issued to his account on July 31, 2016. We appreciate him taking the time to bring this matter to our attention. Since we have granted Mr. [redacted] requests, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
September 25, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Julie T[redacted]
Dear [redacted]
We have completed the investigation of Ms. T[redacted]’s rebuttal to the response we provided regarding her dissatisfaction that her washer failed again with the same issue it was repaired for 3 years ago; and her request for service at no charge.
We have Ms. T[redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied that her washer has failed again, the fact remains that the warranty repair was completed over 3 years ago and the washer no longer has any coverage. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs 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 these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come 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. Ms. T[redacted] did purchase a 3 year extended warranty that expired on April 26, 2017, and she did not renew it.
As previously mentioned, we offered Ms. T[redacted] service on her washer with a Sears technician and we would cover the diagnostic and labor charges; and Ms. T[redacted] would be responsible for any parts needed. Ms. T[redacted] accepted the offer and service was scheduled; however, on September 15, 2017 Ms. T[redacted] contacted us and cancelled service. She stated that it would be less challenging for her to just go out and purchase a new appliance
As far as Ms. T[redacted]’s concern that the same model washer that she purchased 3 years ago is no longer sold; most appliance manufacturers typically discontinue product within a year to introduce newer models. With that being said, since we have addressed the issue brought forth in Ms. T[redacted]’s rebuttal, 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,
Matilda S[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,
Sharon [redacted]
September 28, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint because we have been unable to find...
the service record in question under any of the phone numbers and addresses provided. We searched under the [redacted] address and did not find any dryer repair. We also checked under [redacted] and still could not find any record of a dryer repair. Ms. [redacted] is welcome to email me the phone number and/or address where the service occurred so that I can research to see if a refund is possible. I can be reached at [redacted] In the interim, since we remain willing to help but do not find any service orders under the information provided, we have closed our file pending Ms. [redacted] further response. We apologize to Ms. Boettger and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[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,
Alexander D[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11114870, and find that this resolution is satisfactory to me.
Sincerely,
Esther [redacted]
Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
September 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Lauren [redacted] #...
94568111
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding lawn care reimbursement when her tractor was being repaired.
Upon receiving Ms. [redacted]'s complaint, we would like to apologize for the confusion with regards to the lawn care reimbursement that she was promised. It should be noted that Ms. [redacted] has spoken with our Customer Solutions department and her lawn care was processed in the form of a bank check on August 29, 2015 in the amount of $200.00 under salescheck# 099117563734. We again apologize for any confusion that Ms. [redacted] may have experienced. That being said, because we have provided Ms. [redacted] with her requested resolution, we respectfully request 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,
Erica [redacted]
Regulatory Complaints Specialist
512-[redacted]
Erica.[redacted]@searshc.com
January 3, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Billy C. W[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Mr. W[redacted] complaint regarding his refrigerator repair. ...
It is regrettable that we failed Mr. W[redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. W[redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. Wooten for any inconvenience we may have caused. Upon researching Mr. W[redacted] complaint, we found that he was assisted by Robert B[redacted] with our escalated customer service group, Executive Member Services (EMS. Mr. B[redacted] explained to Mr. W[redacted] than a replacement was not an option but he would ensure that the repair would be completed as soon as possible. Our records show that a control board and duct assembly were installed on December 18, 2017; completing the repair. While Mr. W[redacted] does not carry a protection agreement on his refrigerator, and he was denied food loss reimbursement by our Protection Agreement department, as a courtesy, we have processed a mail bank check for $100.00 to assist him with any food loss he may have incurred. We have included a copy of the sales check with our correspondence for his records and Mr. W[redacted] should receive a check in the next two weeks. With that said, since we have documented Mr. W[redacted] concerns with his refrigerator and the repair has been completed, we have closed our file. Again, we apologize to Mr. W[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist Enclosure
January 24, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Michelle C[redacted] Dear [redacted] We have completed the investigation of Ms. C[redacted]omplaint regarding her recent online order...
experience and her request to receive her order or a store credit. Anthony S[redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms. C[redacted] expectations and we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the complaint filed, we reached out to Ms. C[redacted] regarding the order to address her concerns. Ms. C[redacted] confirmed that she received her merchandise but was dissatisfied with the service she received at the store. We have taken action to speak with the associates involved with this transaction and will work on training accordingly. Additionally, we hope that in the future Ms. C[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. Should Ms. C[redacted] have any questions, she may contact our store directly at ([redacted] In the interim, we have noted Ms. C[redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 23, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the quality of his coffee maker...
and his request for a replacement.
Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [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. Upon receipt of [redacted] complaint we investigated and found that his Kenmore coffee maker model has a 5 year warranty and the warranty states that a consumer should return the defective product with proof of sale to the retailer from which it was purchased. WITH PROOF OF SALE, a defective appliance will be replaced free of charge.
We apologize that the store did not assist [redacted] son when he tried to exchange it at the store. We reached out to [redacted] Store Manager for Store [redacted], to assist with [redacted] concern. [redacted] confirmed that they contacted [redacted] and apologized for the inconvenience. [redacted] informed [redacted] that he had a replacement coffee maker ready for an exchange and offered him a $10 gift card for the inconvenience as well. [redacted] accepted the offer and agreed to return to the store for the exchange and gift card. In the interim, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
Again, we apologize to [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]
November 3, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611
[redacted] [redacted]
[redacted]We have
completed our investigation [redacted] complaint regarding her refrigerator
repair.First,
we would like...
to apologize to [redacted] for failing her expectations in regard
to the repair of her refrigerator. Additionally,
we would like to assure [redacted] that we do not take these matters lightly and
we have forwarded her concerns to the District Service Manager and Routing
Manager for further review. We
appreciate the opportunity to address the customer service/scheduling issues
outlined within [redacted] complaint, so that future problems can be
averted. On October 29, 2015, after
reviewing the notes within our service system, we authorized [redacted] for an
in-warranty exchange. While [redacted] only paid $1,444.90 for her
refrigerator, we determined that $2,011.75 was needed to provide her with a
comparable replacement. [redacted] used
the aforementioned credit and an additional $100.00 discount to select a new
refrigerator. The unit she selected was
slightly more than the amount we allotted, so [redacted] paid the difference of $264.37. Our records show that the new refrigerator is
scheduled for delivery on November 11, 2015, which is the first available
date. Additionally,
we explained to [redacted] why she was denied food loss compensation; the
manufacturer’s warranty does not provide for consequential damages. Food loss could only be recouped if a protection
agreement is carried on the refrigerator. With that said, since it is our
understanding that [redacted] is satisfied with the outcome of her complaint, we
ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]
August 3, 2017
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Antoinette J. B[redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. B[redacted]...
complaint regarding her washer. As clarification, our return policy is valid for 30 days from the date of purchase and once that time period has passed, the manufacturer’s warranty would apply. This washer was purchased in November and as such, repair would be the only recourse at this time. Unfortunately, it is not always possible to properly diagnose an issue as some failures can have several possible causes. However, our technician was able to consult with our Strategic Technical Assistance Center while he was at Ms. B[redacted] home on July 20, 2017 and he found that her electric outlet was causing the issue. It needed to be rewired. In light of the aforementioned information, we have closed our file. We apologize to Ms. B[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, T[redacted] S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 24, 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] complaint regarding Sears Home Services. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to his dryer repair. Additionally, we forwarded Mr. [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. Upon reviewing Mr. [redacted] service order, we found a notation that he had paid $283.09. Since he installed the part himself, we feel that he would not owe any additional monies above what he has paid already. Additionally, it appears on the day of service, there was a system error which caused his payment not to post in our system, which subsequently generated a bill for the original estimate cost of repair. Accordingly, we contacted the National Claims Center to clear the outstanding invoice. On October 24, 2016, National Accounts Manager [redacted] confirmed that the $347.09 invoice has been removed from the system; Mr. [redacted] should not receive any further bills dated after October 24th. While we are unable to compensate Mr. [redacted] for his time, as a courtesy, we are mailing him a $50.00 gift card. With that said, since we have corrected the billing error, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[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 Sears Home Services and repairs to her refrigerator.
[redacted]...
[redacted], Sears Home Services, District Service Manager provided the following response:
I have reviewed Ms. [redacted]'s complaint and her request for a refund for the trip/diagnostic trip charge as well as food loss. Ms. [redacted] asks to be reimbursed for her service fees, as noted by Ms. [redacted] in her complaint, our technician did his job perfectly in diagnosing the problem and ordering the parts needed for the repair. So, there would be no justification for reimbursing the fees for those services. Additionally, Ms. [redacted] asks to be compensated for food loss. It is important to note that food loss reimbursement is a benefit for consumers whose appliances are covered by a Sears Protection Agreement. Ms. [redacted] does not coverage on her refrigerator and her manufacturer's warranty expired on August 30, 2014, therefore she is not entitled to food loss reimbursement. Our records indicate that a technician completed repairs to Ms. [redacted]'s refrigerator on October 16, 2015, when he installed a new compressor and drier assembly. At this time, since we have noted our response to Ms. [redacted]'s complaint, 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,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted].[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: I will contact the Office of the [redacted] Division for the state of Texas so they can look into my complaint
Sincerely,
[redacted]
January 9, 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] complaint regarding her dishwasher and her request for a...
replacement. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her dishwasher. After reviewing the notes in Ms. [redacted] service orders, District Service Manager [redacted] authorized a replacement under Ms. [redacted] Master Protection Agreement (MPA). Based upon the features of Ms. [redacted] current dishwasher, it was determined that $299.99 would provide her with a comparable replacement under her MPA. Mr. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization. The new dishwasher will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new dishwasher and run concurrently with the manufacturer’s warranty until its expiration on June 19, 2017. With that said, since we are providing Ms. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have revie*ed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
John [redacted]
February 27, 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 the pricing of some items he wished to purchase. We have emailed Mr[redacted] with an offer to provide him with a credit for the difference in price if he will order those boots for the current price as a courtesy, but there has been no reply. We want to note that the Terms Of Use for our site clearly note that we are no responsible for any errors that may occur in regard to pricing or description, but we are making an exception as a courtesy. Should Mr[redacted] wish to accept, he may respond to the email that was previously sent or forward the new order number to the email address listed below. Once this is done, a credit will be applied for the difference via the same form of payment. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]