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,
Patricia [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,
[redacted]
November 2, 2016
[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 dissatisfaction with the problems encountered when...
scheduling a repair for her washer.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a washer repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled.
As clarification, when an appointment must be rescheduled, our system will reschedule for the first available date and time frame. Unfortunately, at the time, the first available date was November 7, 2016. In an effort to retain her business, we made accommodations to provide her with a sooner service date and provided Ms. [redacted] with a 20% discount. Our records indicate that the washer was repaired on October 28, 2016.
As far as Ms. [redacted] request for additional compensation or a replacement washer is concerned, we did not find that this was warranted, particularly since providing a sooner service date is considered a concession and the washer is no longer under warranty. As this decision is commensurate to the circumstances, we have closed our file.
Again, we apologize to Ms. [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
Sears Holdings Corporation
[redacted]
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/ Juan [redacted] Via: [redacted]@chicago.Revdex.com.org
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement...
Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. In response to Mr. [redacted] complaint about the island not being functional, I must disagree with his statement. The island is functional. The island was in the home before our installation and the changes we made were at Mr. [redacted] request. Mr. [redacted] requested we cut the height of the cabinet, and make the countertop wider so stools could be placed under the countertop. Unfortunately the drawers will not pull out all the way because the countertop is larger than the original countertop, per Mr. [redacted] request. Mr. [redacted] wants compensation for the whole island, which as I said before, is functional.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5552, or via email at Jeanne.[redacted]@searshomepro.com.
Sincerely,
Jeanne [redacted]
SHIP/HI Regulatory Complaint Specialist
Contact Name and Title: [redacted]
April 28, 2015
[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 refrigerator 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 refrigerator. After reviewing the case notes from our escalated customer service group, Customer Solutions, we found that a replacement had been offered to Ms. [redacted], but not processed. Our office completed the authorization and sent Ms. [redacted] an email updating her on the authorization. The email advised that based upon the features of Ms. [redacted] current refrigerator, it was determined that $1.399.99 would provide her with a comparable replacement under her Master Protection Agreement (MPA). Furthermore, Ms. [redacted] was asked 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 refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer's warranty and then provide additional coverage until August 6, 2017. Since we are providing Ms. [redacted] with her requested 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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Kristin [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a Frigidaire refrigerator. Sears Home Services does not...
provide service on Frigidaire appliances that are in warranty. That being said, we need to refer Ms. [redacted] to Frigidaire for additional assistance. Per the manufacturer’s warranty, [redacted] will repair the refrigerator. If Ms. [redacted] wants to have the refrigerator replaced, she will need to discuss her options with the manufacturer. Since we have noted our response to Ms. [redacted] 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
March 3, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Troy L. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator. First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator. Our records show that Mr. [redacted] purchased his refrigerator on November 19, 2016, and he accepted delivery of the unit on November 22, 2016. Per Sears’ Return Policy, Mr. [redacted] had 30 days to return the refrigerator for either a refund or an exchange. Once outside the return policy timeframe, any performance issues would need by addressed through service. While exceptions to the return policy are made from time to time, we do not find that such an accommodation is justified in Mr. [redacted] case. A review of Mr. [redacted] service orders show that no parts were replaced and it was determined that the noises emanating from the refrigerator are normal; there is no repair to eliminate noises. Furthermore, we would like to direct Mr. [redacted] to page n 19 of his owner’s manual that explains that the refrigerator is noisy. The following are some normal sounds with an explanation: · Buzzing – heard when the water valve opens to fill the ice maker. · Clicking/Snapping – valves opening or closing. · Pulsating – fans/compressor adjusting to optimize performance. · Rattling – flow of refrigerant, water line, or from items placed on top of the refrigerator. · Sizzling/Gurgling – water dripping on the heater during defrost cycle. · Popping – contraction/expansion of inside walls, especially during initial cool-down. · Water running – may be heard when ice melts during the defrost cycle and water runs into the drain pan. · Creaking/Cracking – occurs as ice is being ejected from the ice maker mold. The technician has confirmed that the refrigerator door is sealing properly and the unit is cooling. There are no documented failures with the refrigerator. While we understand that Mr. [redacted] would like the refrigerator exchanged, we cannot honor that request. As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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,
Kathleen M[redacted]
Complaint: [redacted]
I am rejecting this response because:I still have not been contacted by a Sears District Manager to discuss this. They damaged my car and then passed me off to an insurance company that finds excuses for not paying for the damages. Their insurance company has the estimates from the body shop and from PDA. They insist that I invest all of the time and pay all of the costs for getting more "inspections" that they know that they do not need, hoping that I will give up and file a claim with my own insurance.
Sincerely,
[redacted]
May 8, 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 quality of his refrigerator and the...
customer service he received.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We contacted Mr. [redacted] and discussed the issues with the refrigerator he purchased on December 31, 2016 and the inconveniences he experienced with the multiple repair attempts. We apologize that the refrigerator failed to meet Mr. [redacted] expectations. According to our records, our technician reported that the refrigerator had a problem with the sealed system and it was deemed non-repairable. Mr. [redacted] was offered a warranty exchange and he accepted to exchange with the same model. The replacement was delivered on April 12, 2017. For his inconvenience, we offered Mr. [redacted] a $100.00 credit on the purchase and he accepted the offer. The refund was issued on May 8, 2017 and the credit should post to his credit card ending in [redacted] within 3 – 5 business days. 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]
July 8, 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 dissatisfaction that he was charged a restocking fee...
for the return of his refrigerator.
Upon receipt of Mr. [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with Mr. [redacted] concern. Mr. [redacted] investigated and discovered that Mr. [redacted] contacted our delivery customer service on May 28, 2016 and requested to return the refrigerator because he was dissatisfied with the finish. The associate offered Mr. [redacted] a $190 refund to keep the refrigerator in an attempt to save the sale. Mr. [redacted] declined the offer. The associate then offered to exchange with another model and would apply the $190 discount towards the purchase. Mr. [redacted] accepted the offer and selected a ** model instead of the Kenmore. When Mr. [redacted] was provided the expected delivery date, he changed his mind and decided to continue with the return. Since there was nothing wrong with the delivered refrigerator, and there was no mention of any such issues relayed to delivery customer service, Mr. [redacted] was charged a 15% restocking fee as listed on his receipt. As clarification, the copy of the receipt that Mr. [redacted] was provided states “The following items may be subject to a cancellation/ restocking fee if returned: item [redacted]
On June 30, 2016 Mr. [redacted] contacted our Customer Solutions team regarding the same issue and was offered $150 worth of Shop Your Reward Points. Mr. [redacted] accepted the offer and the points were applied to his 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]
September 17, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2**6 Chicago, IL 60611 Re: #[redacted]– Shirley [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’ complaint regarding her dissatisfaction with our...
customer service, the cancellation of her layaway, and non-receipt of a refund. It is unfortunate that we failed Ms. [redacted]’ expectations when she recently used Sears’ layaway services. Our layaway terms are posted within our stores, on our website and printed on the receipts provided to our customers at the time they open their layaway account. Additionally, our receipts indicate the dates that payments are required in order to continue to hold the selected items and eventually satisfy the account balance. In case Ms. [redacted] is not already aware, our layaway service allows customers to make payments every two weeks, for no more than eight weeks from the date the account is opened for purchases under $4**.**. We do allow a grace period before a layaway account is cancelled for non-payment; however, the payment schedule does not change when a payment is received late. This means that if a customer makes a payment five days late, their next payment is still expected within nine days, as originally scheduled. Ms. [redacted]’ complaint states she opened her account on May 2*, 2016. If this is correct, then her next payments would have been due on June 11th, June 25th, July 9th, and July 23rd. Therefore, if she did not make any payments between her last June payment and her third payment attempt on July 1*th, then her layaway would have been automatically cancelled by our system, since the July 1*th date was approximately 23 days past the last due date. Sears charges a $5.** layaway fee and a $15.** cancellation fee. As such, if Ms. [redacted] paid $2*.**, a refund of approximately $*.** (depending on the tax amount) would have been issued to her by check or to the credit card she used. It is important to mention, however, that this is only an estimate, since Ms. [redacted] did not provide a receipt or layaway number that would allow us to fully investigate her layaway payment dates and refund status. For this reason, we have forwarded her concerns to management of the Alamonte Springs Mall Sears Store and asked that she be contacted directly. At this time we can only apologize that our process did not meet Ms. [redacted]’ needs. We hope that in the future she will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed in the interim. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-[redacted] Ext. [redacted]
August 12, 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 dissatisfaction with our customer...
service and non-receipt of a full refund for his canceled sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records show that refunds of $32.09, $16.04, $10.69, and $363.79 were issued to Mr. [redacted] account on July 28th, 2016. An additional refund of $1,026.93 was issued to his [redacted] account on August 1, 2016, and appears to have been issued a second time by mail check. As such, Mr. [redacted] has been refunded in full for his sears.com order. However, it may be important to note that any check that we may have issued erroneously would be considered an over-credit and subject to stop payment action upon the completion of our investigation. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and his [redacted] account has been credited the full amount of his 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]
[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 an over the range microwave purchased online through www.sears.com. ...
Sears will be installing Ms. [redacted] microwave at no charge to her. I provided Ms. [redacted] with my office number and work email and she has agreed to let me know when the unit has been installed. Ms. [redacted] is aware that she will be contacted by our installation office to schedule the installation within the next couple of days. That said we ask that this complaint be closed pending further contact. 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]
March 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent attempt to place an...
order online. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that [redacted] had attempted to place an order for the [redacted] Touchscreen Car Stereo Receiver item # [redacted] which is from a Third Party Marketplace vendor, not Sears Holdings Corporation. In [redacted] case, the item in question is fulfilled by [redacted]; their email address is [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. We have reported the error and ask that [redacted] check back with the seller [redacted] when the item becomes available again. In closure, since the item is from a Third Party Marketplace Vendor, we are unable to honor his request. As this decision is in accordance to our posted terms and conditions, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[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 service experience. We value Ms. [redacted]...
patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. [redacted] that her 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 she was treated and that we truly regret any inconvenience. We respectfully ask that this matter be closed, since we have repaired Ms. [redacted] gas dryer and noted her candid feedback. Again, we apologize to Ms. [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 Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:It doesn't matter weather I accept or reject their response. This is a typical corporate reaction to any consumer. I would like to know how many corporate personnel age 69 and older could live out of a cooler because their refrigerator is a lemon and can't seen to be fixed. Service was out again Monday, today, the appliance continues to go from cold to cool and I continue to keep my perishables in a cooler, four weeks out of a cooler is a bit too much. I don't trust Sears any more and don't expect them to help the public as evidenced by their response. That is why they continue to go down hill in sales and don't have much merchandise in their stores. You can forward my response to them or do what ever you want with this. I am through with Sears and so will anyone else I can demonstrate the poor respect Sears has for their customers. Hopefully I will be able to gather a substantial following. I began my participation in Sears in 1963 and have bought a lot of items since that time. I doubt seriously if I can continue with them. Thank you for your help. Oh, and thank Sears for me also.
Sincerely,
[redacted]
September 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Anthony [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’ complaint regarding his...
screwdriver. District Manager Jerry [redacted] provided the following response: We have attempted to reach Mr. [redacted] on several occasions, but have been unsuccessful. However, we were able to leave a message. In the message, we let him know that we were willing to exchange the one screwdriver for the closest thing we have available or we can exchange the entire set of screwdrivers so we will still leave him having a “matching set”. We are willing to do this, but we need for Mr. [redacted] to contact the Aurora store at ([redacted]-[redacted] or stop by. The store manager and owner are aware, and they are ready to assist. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 5, 2015/07/15) */
Contact Name and Title: MELISSA [redacted]
July 15, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Cortney[redacted] - # [redacted]
Dear Ms. [redacted]:
We have completed the investigation of...
Ms.[redacted]' complaint regarding her washer and her request to have the unit replaced under her Master Protection Agreement (MPA).
Upon receipt of Ms.[redacted]' complaint, we reviewed her service history to determine whether she qualifies for a replacement washer. Our records show that Ms.[redacted] purchased the Master Protection Agreement (MPA) on January 31, 2013. Since the MPA went into effect, Ms.[redacted] has had three service calls completed with parts. According to the "No Lemon Guarantee" outlined within the MPA, a covered product will be considered for a replacement if there have been "four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recall. Your request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." As we stated previously, Ms.[redacted]' washer has only had three qualifying repairs to date. However, if the washer fails before the MPA expires in January of 2016, she can send an email to Melissa.[redacted]@searshc.com to initiate the replacement process. In the interim, since we have explained why a replacement is currently not an option for Ms.[redacted], we ask that this matter be closed.
We apologize to Ms.[redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sears has still not provided the manifest of repairs, which clearly shows all parts ordered and or service by Techs from sears. Sears has change pressure switch twice, lower harness twice, upper harness, motherboard, washer vater valve assembly 3 times. so how it does not qualify for replacement is beyond me.
Final Business Response /* (4000, 9, 2015/07/20) */
Contact Name and Title: MELISSA [redacted]
July 20, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Cortney[redacted] - # [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms.[redacted]' rebuttal to our previous response.
First, we would like to apologize to Ms.[redacted] for failing her expectations in regard to the repair of her washer. In accordance with our offer to replace Ms.[redacted]' washer if she experienced further issues, our office processed an authorization for replacement on July 16, 2015. Based upon the features of Ms.[redacted]' current washer, it was determined that $799.99 would provide her with a comparable replacement under her Master Protection Agreement (MPA). An email was sent to Ms.[redacted] on July 16, 2015, explaining the replacement process. As stated in the email, Ms.[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, (860) 728-8218, to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer's warranty until it's expiration on January 31, 2016. The manufacturer's warranty will continue until its expiration; one year from the date of delivery. With that said, since we are providing Ms.[redacted] with her requested resolution, we ask that this matter be closed.
Again, we apologize to Ms.[redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Final Consumer Response /* (2000, 11, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would Like to Thank Sears for taking care of the situation and all has been resolved.
May 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the charge for a recent service call to her washer. First,...
we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her dishwasher. We do not take these matters lightly and we sincerely regret any frustration Ms. [redacted] may have experienced. After reviewing the notes in [redacted] service order, we determined that it was not unreasonable for Ms. [redacted] to expect to be only charged for a diagnosis. Therefore, we have submitted a credit request in the amount of $69.25; the amount she paid above the $59.00 diagnostic fee. Ms. [redacted] should see the refund post to her [redacted] account ending in [redacted] within the next two weeks. In summary, since we have documented [redacted] concerns with her repair experienced and processed the requested refund, we ask to have this matter 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 reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Patricia [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,
[redacted]
November 2, 2016
[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 dissatisfaction with the problems encountered when...
scheduling a repair for her washer.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a washer repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled.
As clarification, when an appointment must be rescheduled, our system will reschedule for the first available date and time frame. Unfortunately, at the time, the first available date was November 7, 2016. In an effort to retain her business, we made accommodations to provide her with a sooner service date and provided Ms. [redacted] with a 20% discount. Our records indicate that the washer was repaired on October 28, 2016.
As far as Ms. [redacted] request for additional compensation or a replacement washer is concerned, we did not find that this was warranted, particularly since providing a sooner service date is considered a concession and the washer is no longer under warranty. As this decision is commensurate to the circumstances, we have closed our file.
Again, we apologize to Ms. [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
Sears Holdings Corporation
[redacted]
Tell us why here...August 25, 2016
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/ Juan [redacted] Via: [redacted]@chicago.Revdex.com.org
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement...
Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. In response to Mr. [redacted] complaint about the island not being functional, I must disagree with his statement. The island is functional. The island was in the home before our installation and the changes we made were at Mr. [redacted] request. Mr. [redacted] requested we cut the height of the cabinet, and make the countertop wider so stools could be placed under the countertop. Unfortunately the drawers will not pull out all the way because the countertop is larger than the original countertop, per Mr. [redacted] request. Mr. [redacted] wants compensation for the whole island, which as I said before, is functional.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5552, or via email at Jeanne.[redacted]@searshomepro.com.
Sincerely,
Jeanne [redacted]
SHIP/HI Regulatory Complaint Specialist
Contact Name and Title: [redacted]
April 28, 2015
[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 refrigerator 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 refrigerator. After reviewing the case notes from our escalated customer service group, Customer Solutions, we found that a replacement had been offered to Ms. [redacted], but not processed. Our office completed the authorization and sent Ms. [redacted] an email updating her on the authorization. The email advised that based upon the features of Ms. [redacted] current refrigerator, it was determined that $1.399.99 would provide her with a comparable replacement under her Master Protection Agreement (MPA). Furthermore, Ms. [redacted] was asked 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 refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer's warranty and then provide additional coverage until August 6, 2017. Since we are providing Ms. [redacted] with her requested 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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Kristin [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a Frigidaire refrigerator. Sears Home Services does not...
provide service on Frigidaire appliances that are in warranty. That being said, we need to refer Ms. [redacted] to Frigidaire for additional assistance. Per the manufacturer’s warranty, [redacted] will repair the refrigerator. If Ms. [redacted] wants to have the refrigerator replaced, she will need to discuss her options with the manufacturer. Since we have noted our response to Ms. [redacted] 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
March 3, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Troy L. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator. First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator. Our records show that Mr. [redacted] purchased his refrigerator on November 19, 2016, and he accepted delivery of the unit on November 22, 2016. Per Sears’ Return Policy, Mr. [redacted] had 30 days to return the refrigerator for either a refund or an exchange. Once outside the return policy timeframe, any performance issues would need by addressed through service. While exceptions to the return policy are made from time to time, we do not find that such an accommodation is justified in Mr. [redacted] case. A review of Mr. [redacted] service orders show that no parts were replaced and it was determined that the noises emanating from the refrigerator are normal; there is no repair to eliminate noises. Furthermore, we would like to direct Mr. [redacted] to page n 19 of his owner’s manual that explains that the refrigerator is noisy. The following are some normal sounds with an explanation: · Buzzing – heard when the water valve opens to fill the ice maker. · Clicking/Snapping – valves opening or closing. · Pulsating – fans/compressor adjusting to optimize performance. · Rattling – flow of refrigerant, water line, or from items placed on top of the refrigerator. · Sizzling/Gurgling – water dripping on the heater during defrost cycle. · Popping – contraction/expansion of inside walls, especially during initial cool-down. · Water running – may be heard when ice melts during the defrost cycle and water runs into the drain pan. · Creaking/Cracking – occurs as ice is being ejected from the ice maker mold. The technician has confirmed that the refrigerator door is sealing properly and the unit is cooling. There are no documented failures with the refrigerator. While we understand that Mr. [redacted] would like the refrigerator exchanged, we cannot honor that request. As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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,
Kathleen M[redacted]
Complaint: [redacted]
I am rejecting this response because:I still have not been contacted by a Sears District Manager to discuss this. They damaged my car and then passed me off to an insurance company that finds excuses for not paying for the damages. Their insurance company has the estimates from the body shop and from PDA. They insist that I invest all of the time and pay all of the costs for getting more "inspections" that they know that they do not need, hoping that I will give up and file a claim with my own insurance.
Sincerely,
[redacted]
May 8, 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 quality of his refrigerator and the...
customer service he received.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We contacted Mr. [redacted] and discussed the issues with the refrigerator he purchased on December 31, 2016 and the inconveniences he experienced with the multiple repair attempts. We apologize that the refrigerator failed to meet Mr. [redacted] expectations. According to our records, our technician reported that the refrigerator had a problem with the sealed system and it was deemed non-repairable. Mr. [redacted] was offered a warranty exchange and he accepted to exchange with the same model. The replacement was delivered on April 12, 2017. For his inconvenience, we offered Mr. [redacted] a $100.00 credit on the purchase and he accepted the offer. The refund was issued on May 8, 2017 and the credit should post to his credit card ending in [redacted] within 3 – 5 business days. 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]
July 8, 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 dissatisfaction that he was charged a restocking fee...
for the return of his refrigerator.
Upon receipt of Mr. [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with Mr. [redacted] concern. Mr. [redacted] investigated and discovered that Mr. [redacted] contacted our delivery customer service on May 28, 2016 and requested to return the refrigerator because he was dissatisfied with the finish. The associate offered Mr. [redacted] a $190 refund to keep the refrigerator in an attempt to save the sale. Mr. [redacted] declined the offer. The associate then offered to exchange with another model and would apply the $190 discount towards the purchase. Mr. [redacted] accepted the offer and selected a ** model instead of the Kenmore. When Mr. [redacted] was provided the expected delivery date, he changed his mind and decided to continue with the return. Since there was nothing wrong with the delivered refrigerator, and there was no mention of any such issues relayed to delivery customer service, Mr. [redacted] was charged a 15% restocking fee as listed on his receipt. As clarification, the copy of the receipt that Mr. [redacted] was provided states “The following items may be subject to a cancellation/ restocking fee if returned: item [redacted]
On June 30, 2016 Mr. [redacted] contacted our Customer Solutions team regarding the same issue and was offered $150 worth of Shop Your Reward Points. Mr. [redacted] accepted the offer and the points were applied to his 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]
September 17, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2**6 Chicago, IL 60611 Re: #[redacted]– Shirley [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’ complaint regarding her dissatisfaction with our...
customer service, the cancellation of her layaway, and non-receipt of a refund. It is unfortunate that we failed Ms. [redacted]’ expectations when she recently used Sears’ layaway services. Our layaway terms are posted within our stores, on our website and printed on the receipts provided to our customers at the time they open their layaway account. Additionally, our receipts indicate the dates that payments are required in order to continue to hold the selected items and eventually satisfy the account balance. In case Ms. [redacted] is not already aware, our layaway service allows customers to make payments every two weeks, for no more than eight weeks from the date the account is opened for purchases under $4**.**. We do allow a grace period before a layaway account is cancelled for non-payment; however, the payment schedule does not change when a payment is received late. This means that if a customer makes a payment five days late, their next payment is still expected within nine days, as originally scheduled. Ms. [redacted]’ complaint states she opened her account on May 2*, 2016. If this is correct, then her next payments would have been due on June 11th, June 25th, July 9th, and July 23rd. Therefore, if she did not make any payments between her last June payment and her third payment attempt on July 1*th, then her layaway would have been automatically cancelled by our system, since the July 1*th date was approximately 23 days past the last due date. Sears charges a $5.** layaway fee and a $15.** cancellation fee. As such, if Ms. [redacted] paid $2*.**, a refund of approximately $*.** (depending on the tax amount) would have been issued to her by check or to the credit card she used. It is important to mention, however, that this is only an estimate, since Ms. [redacted] did not provide a receipt or layaway number that would allow us to fully investigate her layaway payment dates and refund status. For this reason, we have forwarded her concerns to management of the Alamonte Springs Mall Sears Store and asked that she be contacted directly. At this time we can only apologize that our process did not meet Ms. [redacted]’ needs. We hope that in the future she will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed in the interim. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-[redacted] Ext. [redacted]
August 12, 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 dissatisfaction with our customer...
service and non-receipt of a full refund for his canceled sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records show that refunds of $32.09, $16.04, $10.69, and $363.79 were issued to Mr. [redacted] account on July 28th, 2016. An additional refund of $1,026.93 was issued to his [redacted] account on August 1, 2016, and appears to have been issued a second time by mail check. As such, Mr. [redacted] has been refunded in full for his sears.com order. However, it may be important to note that any check that we may have issued erroneously would be considered an over-credit and subject to stop payment action upon the completion of our investigation. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and his [redacted] account has been credited the full amount of his 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]
[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 an over the range microwave purchased online through www.sears.com. ...
Sears will be installing Ms. [redacted] microwave at no charge to her. I provided Ms. [redacted] with my office number and work email and she has agreed to let me know when the unit has been installed. Ms. [redacted] is aware that she will be contacted by our installation office to schedule the installation within the next couple of days. That said we ask that this complaint be closed pending further contact. 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]
March 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent attempt to place an...
order online. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that [redacted] had attempted to place an order for the [redacted] Touchscreen Car Stereo Receiver item # [redacted] which is from a Third Party Marketplace vendor, not Sears Holdings Corporation. In [redacted] case, the item in question is fulfilled by [redacted]; their email address is [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. We have reported the error and ask that [redacted] check back with the seller [redacted] when the item becomes available again. In closure, since the item is from a Third Party Marketplace Vendor, we are unable to honor his request. As this decision is in accordance to our posted terms and conditions, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[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 service experience. We value Ms. [redacted]...
patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. [redacted] that her 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 she was treated and that we truly regret any inconvenience. We respectfully ask that this matter be closed, since we have repaired Ms. [redacted] gas dryer and noted her candid feedback. Again, we apologize to Ms. [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 Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:It doesn't matter weather I accept or reject their response. This is a typical corporate reaction to any consumer. I would like to know how many corporate personnel age 69 and older could live out of a cooler because their refrigerator is a lemon and can't seen to be fixed. Service was out again Monday, today, the appliance continues to go from cold to cool and I continue to keep my perishables in a cooler, four weeks out of a cooler is a bit too much. I don't trust Sears any more and don't expect them to help the public as evidenced by their response. That is why they continue to go down hill in sales and don't have much merchandise in their stores. You can forward my response to them or do what ever you want with this. I am through with Sears and so will anyone else I can demonstrate the poor respect Sears has for their customers. Hopefully I will be able to gather a substantial following. I began my participation in Sears in 1963 and have bought a lot of items since that time. I doubt seriously if I can continue with them. Thank you for your help. Oh, and thank Sears for me also.
Sincerely,
[redacted]
September 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Anthony [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’ complaint regarding his...
screwdriver. District Manager Jerry [redacted] provided the following response: We have attempted to reach Mr. [redacted] on several occasions, but have been unsuccessful. However, we were able to leave a message. In the message, we let him know that we were willing to exchange the one screwdriver for the closest thing we have available or we can exchange the entire set of screwdrivers so we will still leave him having a “matching set”. We are willing to do this, but we need for Mr. [redacted] to contact the Aurora store at ([redacted]-[redacted] or stop by. The store manager and owner are aware, and they are ready to assist. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 5, 2015/07/15) */
Contact Name and Title: MELISSA [redacted]
July 15, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Cortney[redacted] - # [redacted]
Dear Ms. [redacted]:
We have completed the investigation of...
Ms.[redacted]' complaint regarding her washer and her request to have the unit replaced under her Master Protection Agreement (MPA).
Upon receipt of Ms.[redacted]' complaint, we reviewed her service history to determine whether she qualifies for a replacement washer. Our records show that Ms.[redacted] purchased the Master Protection Agreement (MPA) on January 31, 2013. Since the MPA went into effect, Ms.[redacted] has had three service calls completed with parts. According to the "No Lemon Guarantee" outlined within the MPA, a covered product will be considered for a replacement if there have been "four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recall. Your request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." As we stated previously, Ms.[redacted]' washer has only had three qualifying repairs to date. However, if the washer fails before the MPA expires in January of 2016, she can send an email to Melissa.[redacted]@searshc.com to initiate the replacement process. In the interim, since we have explained why a replacement is currently not an option for Ms.[redacted], we ask that this matter be closed.
We apologize to Ms.[redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sears has still not provided the manifest of repairs, which clearly shows all parts ordered and or service by Techs from sears. Sears has change pressure switch twice, lower harness twice, upper harness, motherboard, washer vater valve assembly 3 times. so how it does not qualify for replacement is beyond me.
Final Business Response /* (4000, 9, 2015/07/20) */
Contact Name and Title: MELISSA [redacted]
July 20, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Cortney[redacted] - # [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms.[redacted]' rebuttal to our previous response.
First, we would like to apologize to Ms.[redacted] for failing her expectations in regard to the repair of her washer. In accordance with our offer to replace Ms.[redacted]' washer if she experienced further issues, our office processed an authorization for replacement on July 16, 2015. Based upon the features of Ms.[redacted]' current washer, it was determined that $799.99 would provide her with a comparable replacement under her Master Protection Agreement (MPA). An email was sent to Ms.[redacted] on July 16, 2015, explaining the replacement process. As stated in the email, Ms.[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, (860) 728-8218, to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer's warranty until it's expiration on January 31, 2016. The manufacturer's warranty will continue until its expiration; one year from the date of delivery. With that said, since we are providing Ms.[redacted] with her requested resolution, we ask that this matter be closed.
Again, we apologize to Ms.[redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Final Consumer Response /* (2000, 11, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would Like to Thank Sears for taking care of the situation and all has been resolved.
May 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the charge for a recent service call to her washer. First,...
we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her dishwasher. We do not take these matters lightly and we sincerely regret any frustration Ms. [redacted] may have experienced. After reviewing the notes in [redacted] service order, we determined that it was not unreasonable for Ms. [redacted] to expect to be only charged for a diagnosis. Therefore, we have submitted a credit request in the amount of $69.25; the amount she paid above the $59.00 diagnostic fee. Ms. [redacted] should see the refund post to her [redacted] account ending in [redacted] within the next two weeks. In summary, since we have documented [redacted] concerns with her repair experienced and processed the requested refund, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist