Nita [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]’s complaint regarding a pur[redacted] from Sears Outlet. Matt Martinez, Sears Outlet District Sales...
Manager provided the following response: In order to resolve Mr. [redacted]’s concerns, we need to speak with him. We have left voice mail messages and sent emails which to date have not been returned. That said, if Mr. [redacted] still requires assistance we ask that he contact [redacted], store manager of the Niles Sears Outlet, who is empowered to help. Ms. [redacted] can be reached at [redacted]. Since we have requested Mr. [redacted] contact Ms. [redacted] to resolve her concerns, we ask that this complaint be closed pending further contact. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted].[redacted]@searshc.com
October 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94569475-Monica [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her washer.
As Ms. [redacted] noted, her washer was not...
included in the recall she mentioned. In fact, that recall was only for LG manufactured units and Ms. [redacted]'s washer was manufactured by Whirlpool. However, Ms. [redacted] has continued to insist that her issue must be related. That would be like saying an automobile manufacturer would need to repair all of their vehicles when a recall is only issued for a specific problem that is known to exist on a certain model. Typically, such recalls are limited to the models manufactured during certain time frames and it can be very specific down to the VIN number. We sell dozens of models of washers every season under the Kenmore brand; the configurations, type of materials used and even the manufacturer can differ. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. In this case, we feel there could be external issues, which we will address in the next section. That said, we take the safety of our consumers very seriously and according to our notes, this incident was reported to the CPSC, which oversees recalls such as the one Ms. [redacted] noted.
Excessive vibration can be caused by an uneven floor, which causes instability when the washer reaches the spin cycle and the high rpms required to wring the water out of the clothes are reached. There is also the possibility of an issue with the shocks or the balance ring on the washer. In order to make a determination, a technician would need to examine the washer. It could be that one of these parts simply failed; it is a machine with mechanical, moving parts that are bound to break down over time and through use. Ms. [redacted]s' warranty expired on February 8, 2014 and as such, she would be responsible for any repair or replacement costs. Furthermore, our return policy stipulates that Ms. [redacted] had 90 days from the date of purchase to request a refund or exchange if dissatisfied; that period of time has long since elapsed. At this time, we are willing to waive the diagnosis fee we charge so that a technician can examine the unit and determine what the issue may be. He would then provide Ms. [redacted] with an estimate for repair if there is a malfunction. If Ms. [redacted] chooses to proceed, we will waive the labor fees and she will only be responsible for the cost of any parts that may be needed. According to our files, Ms. [redacted] was also offered 20% off of a new washer purchased from Sears. That offer is also still valid if she would prefer that option. Ms. [redacted] may reach me during normal business hours at the email address listed below if she wishes to accept one of our offers within the next 15 business days; after that, it will be null and void. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] 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
[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: After seven visits to fix the frig still more parts to come. Have cancelled another fix because parts were back ordered. I have since purchased another frig but not a
Sincerely, Sears. there was no way we would know if the last guess would fix it. That frig will go to Recycle. Four months and maybe more without a safe Refrigerator. I am done done with their guessing came. I am however grateful they have picked up the price of the repair attempts, but I will wait no more. The frig is barely a year old.
[redacted] Sincerely [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,
Jeff A[redacted]
August 23, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Josie [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding the problem she encountered when she attempted to return...
the lawn mower after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Kmart 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] purchased the stroller on June 30, 2016, and attempted to return it on August 5, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Kmart hassle-free 30-day return/exchange period has expired, the stroller is covered by the manufacturer’s one-year warranty. Since Ms. [redacted] stated that the stroller would not work, then she should contact the manufacturer, Summer Infant USA at ([redacted]) [redacted] to file a claim or visit https://www.summerinfant.com/consumer-relations/warranties-returns for additional details. With that being said, since we have addressed the issue brought forth in Ms. [redacted]’s complaint, we have closed our file.
Again, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
July 18, 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. S[redacted] complaint regarding her juice purchase. We...
want to apologize for any inconvenience Ms. S[redacted] may have experienced as a result of this issue. That said, it was our understanding that Ms. S[redacted] was contacted and the matter has been addressed. As such, we have closed our file. Again, we apologize to Ms. S[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 [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 Ms. [redacted] complaint regarding her refrigerator. In regard...
to any alleged property damage, that matter has been turned over to our third party claims administrator, [redacted] Mr. [redacted]’s claim number is [redacted] and her adjuster is [redacted] who may be reached during normal business hours at ([redacted]. [redacted] did inform us that the claim is still open and they have tendered to the manufacturer, [redacted], who will handle from here. Regardless, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claim. The fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]'s actions. Their decision is immutable. Rather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issues. At this time, Ms. [redacted] needs to direct any further correspondence to [redacted] to the attention of his caseworker. As stated above, although we empathize with Ms. [redacted]’s frustrations, we are not in a position to assist her with any damage related matters per [redacted]'s protocol. When we spoke with Ms. [redacted] she indicated that she had paid someone approximately $160.00 to drain her old tank, remove it and do some basic cleanup. Ms. [redacted]’s service contract provided for installation coverage, but she had her son in law install the item so there was no cost attached. As a courtesy, we have applied the amount that may have been provided to Ms. [redacted] for installation services towards the draining/cleanup cost and a check for $160.00 has been sent to her home address. This check should arrive within 10-12 business days. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
February 27, 2017 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Carla [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. Murray’s complaint regarding her request to have her co-pay waived since...
she had to stay home more times because the technician at her home did not order the part like he was supposed to.We did send Ms. [redacted] complaint over to the local service unit so that any issues with the technician’s behavior could be addressed. As clarification, we use Telecheck to guarantee all of our checks so even if someone stops payment, we still get paid and Telecheck then goes after the check writer to recoup their funds. So there is no reason for our technicians to have to say the system is down, contrary to what this technician allegedly told Ms. [redacted]. Our records indicate that we were finally able to complete the repair to her washer and that we never did collect the co-pay that was due. We have asked the service unit to waive this and not have Ms. [redacted] billed since she did not pay. If for some reason Ms. [redacted] does receive a bill related to this series of service orders, then she is welcome to contact me via email or phone so that I can have any bill removed. In the interim, since we do not show we are currently billing her and the repair was completed, 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana[redacted]@searshc.com
August 25, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave. - Ste. [redacted]
Chicago, IL 60611
Our File No: 18[redacted]
Revdex.com File No: 94[redacted]
Via: Revdex.com website
Dear Ms. [redacted],
With reference to Ms. [redacted]'s correspondence with your office dated August 19th, a follow up appointment has been made for Friday morning in order to correct the door issues. Once the repair is made, I will confirm the [redacted]s' satisfaction and will further update your office.
Thank you again for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-[redacted] extension [redacted] or via email at Liz.[redacted]@searshomepro.com.
Sincerely,
Liz [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. [redacted]
February 26, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Christal M B[redacted] Dear Ms. [redacted]We have completed the investigation of Ms. B[redacted] complaint regarding non receipt of credit for her canceled...
order.After reviewing Ms. B[redacted] complaint and our records, we contacted our credit department to conduct an audit on the order in question. Once completed, we were able to determine that on February 18, 2018 a credit in the amount of $59.37 back to the original form of payment. Since we were able to confirm that Ms. B[redacted] was credited accordingly for her canceled order, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema C[redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding service for her refrigerator. Upon receipt of...
Ms. [redacted] complaint, we found that she had previously been in contact with Ms. [redacted] in our Executive Member Support department. Our records show that Ms. [redacted]’s refrigerator was repaired on September 13, 2016. Ms. [redacted] confirmed this with Ms. [redacted] on September 14, 2016. If Ms. [redacted] is still in need of assistance she need only contact her case manager [redacted] directly at [redacted] Since we have repaired Ms. Ms. [redacted]’* refrigerator we have closed our file. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: we paid $40 a month for insurance and not getting the service as expected on top of paying for expensive co-pay every-time. None of these were explained at the time we purchased the insurance. We bought the trash-compactor from Sears originally. The company got proof that the trash compactor was working because of the simple nob change the year before. Several support persons understood problem tried to help but the corporation ignored the reasonable fact. When I called, the company should not send any technician to evaluate the trash compactor if it's not approved to start with and also took the copay money. We want our money back and cancel the subscription all together without any extra charge.
Sincerely,
Roxy S[redacted]
[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 Sears Home Services. We have approved the replacement of Mr....
[redacted] washer per the terms and conditions of the Master Protection Agreement (MPA) covering the washer. All Mr. [redacted] needs to do is go to his local Sears and tell his sales associate that his washer has been approved for replacement. The sales associate will assist in selecting a replacement washer as well as processing the transaction. Sears will cover delivery, hook up and hook up of the old washer. The authorization is linked to the phone number ending in [redacted] Since we have noted the actions taken we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
September 7, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her disappointment...
that the glass in her range’s oven door shattered and her request to receive $1000.00 towards a new range even though she acknowledges that the range is not covered under any warranty coverage. We would first like to note that the glass used in oven doors and cooktops is tempered but this does not imply that it is bulletproof or unbreakable. Tempered glass is designed to be able to withstand changes in temperature, but it is possible to break it. The other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small pieces. These pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get. The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damaged. When it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completely. In the case of an oven door, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass. At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail. If it is the cook-top itself that Ms. [redacted] is referring to, then dropping items on it is the most common way for it to break, again, even if it does not do so immediately. Ms. [redacted] notes that the range was present when they moved in and the only range purchase we found out that address dates from approximately 2000, or over 16 years ago. In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchase. So if Ms. [redacted] was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered. However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty period. In Ms. [redacted]’s case, the range in question is clearly outside that timeframe and as such we feel it is apparent that any breakage would have to be attributable to usage rather than a defect. Due to the age of the appliance it is not uncommon for parts to no longer be available; particularly ones that are very model specific. When that happens, then a consumer’s only choice is to purchase a new item if they are so inclined. This is not something though that the retailer or manufacturer would be responsible for covering. With that said, as a courtesy we would be willing to provide a 10% discount off of any range purchased from Sears and would just need Ms. [redacted] to send us a copy of her receipt, or let us know her sales check number so that a sales adjustment could be provided on her purchase. In the interim, since we have explained that a failure of this nature is not covered if there is no warranty or service contract to provide this benefit, 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, Dana [redacted] Team Manager, Regulatory Complaints Phone: [redacted]Email: Dana.[redacted]@searshc.com
September 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Leroy H[redacted] Dear [redacted] We have completed the investigation of Mr. H[redacted] complaint regarding his dissatisfaction with...
the delay of his lawn mower repair. It is unfortunate that we failed Mr. H[redacted] expectations when he recently requested a repair from Sears. We value his patronage and can understand his frustration with the events detailed in his complaint. Although Sears Protection Agreements and manufacturer’s warranties do not promise that repairs will be completed within any specific time frame or period, we can assure Mr. H[redacted] that his concerns have been forwarded to management for review. Our records show that Mr. H[redacted] lawn mower was repaired on August 20, 2017. It may also be important to mention that his Protection Agreement may offer some type of assistance in instances when he would be without his lawn mower for an extended repair period. Mr. H[redacted] may refer to his contract or contact Sears Protection Agreement Benefits Administration, at [redacted] if he has any questions about his coverage benefits. At this time, we can only reiterate that we regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. H[redacted] comments and the requested repair has been completed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
October 2, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 94568986 - Danelle [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]' rebuttal to our response regarding her dissatisfaction that her dishwasher failed sooner than she expected and her request for a refund.We apologize to Ms. [redacted] that her dishwasher failed after it was serviced and that we failed to meet her expectations. We contacted Ms. [redacted] and informed her that we would add a one year Master Protection Agreement (MPA) on her dishwasher at no additional cost to her. The MPA will cover all parts and labor needed to repair the dishwasher. We also assured Ms. [redacted] that if our technician deems the unit non repairable during the coverage period, then a comparable replacement dishwasher will be covered under the MPA as well. Ms. [redacted] accepted the offer and we scheduled service for October 3, 2015. In the interim, since it is our understanding in speaking with Ms. [redacted] that the protection agreement is a resolution that met with her approval, we have closed our case.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,Matilda [redacted] Regulatory Claims SpecialistSears Holdings Corporation[redacted]searshc.com
Complaint: [redacted]
I am rejecting this res[redacted]e because: The issue has not been resolved. Mr. [redacted] did contact me and set up a time for the box-spring and the frame to be delivered October 11th or 12th. When delievery called me I let them know that I would not be available. They rescheduled for Saturday the 15th and I took the day off. I received a text message at 724am on Friday stating that they were sorry but the delivery had been rescheduled for 10/21. Delivery called and I told them that I would not be able to be available without taking off another Saturday and that would be 10/22. They rescheduled delivery for 10/22. 10/15 I was sleeping after working all night when I got a phone call that Sears delivery was on the way. The gentlemen showed up to deliver a bed frame, only. I am still on the schedule for delivery for 10/22 but I really do not feel hopeful of this happening considering all the problems I have had thus far. On top of this, I had American Home Shield come out because our washer died and they processed everything through Sears. Two guys show up with a washer on my lunch break the day before Mr. [redacted] calls me, to drop off the washer. I never received a call about delivery and when they came they had to put in my garage because I had to go back to work. They also did not take the old washer like they were supposed to. They said I needed to call Sears back for set up and to haul away the old washer. I am very disappointed in Sears and will not use them ever again. This is just too much with communication loss through their delivery companies/using third party people. I also have not been told what the price difference is in the split box spring or how it is going to affect my leasing agreement. I have not made a payment towards the lease and WILL NOT until this is corrected. I will not accept any late charges after the days I have had to take off or the mess I have had to deal with. Any late charges, extra charges for the split box spring or any further issues will result in a return and transferring this to my lawyer because I've had enough, this beyond ridiculous.
Sincerely,
Jahmie [redacted]
June 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. B[redacted] complaint regarding the...
non-receipt of a refund for a failed repair to his refrigerator. It is regrettable that we failed Mr. B[redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. B[redacted]. Upon reviewing Mr. B[redacted] complaint and confirming that a refund had not been previously issued, we contacted our Accounting Department to have the refund processed. On June 22, 2017, Lead Support Specialist Christy D[redacted] confirmed that a refund request for $534.56 has been processed; Mr. B[redacted] should receive a check in the next seven to ten business days. Mr. B[redacted] service order, [redacted], has been noted as follows - PS/REFUND CK ISSUED 6/22/17 $534.56 T#[redacted] With that said, since we have documented Mr. B[redacted] concerns with the repair process and we have confirmed that his requested refund has been processed, we ask that this matter be closed. Again, we apologize to Mr. B[redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 21, 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...
water heater. Unfortunately, we had an issue with a sick technician in Mr. [redacted] area and we sincerely apologize for the delay. We were able to arrange for his repair to be done on October 19, 2016. As a conciliatory gesture, we are sending Mr. [redacted] a $40.00 gift card, which should arrive within 10-12 business days. We want to assure Mr. [redacted] that we are currently examining the cause of the delay in order to prevent further such occurrences as well. 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]
Nita [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]’s complaint regarding a pur[redacted] from Sears Outlet. Matt Martinez, Sears Outlet District Sales...
Manager provided the following response: In order to resolve Mr. [redacted]’s concerns, we need to speak with him. We have left voice mail messages and sent emails which to date have not been returned. That said, if Mr. [redacted] still requires assistance we ask that he contact [redacted], store manager of the Niles Sears Outlet, who is empowered to help. Ms. [redacted] can be reached at [redacted]. Since we have requested Mr. [redacted] contact Ms. [redacted] to resolve her concerns, we ask that this complaint be closed pending further contact. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted].[redacted]@searshc.com
October 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94569475-Monica [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her washer.
As Ms. [redacted] noted, her washer was not...
included in the recall she mentioned. In fact, that recall was only for LG manufactured units and Ms. [redacted]'s washer was manufactured by Whirlpool. However, Ms. [redacted] has continued to insist that her issue must be related. That would be like saying an automobile manufacturer would need to repair all of their vehicles when a recall is only issued for a specific problem that is known to exist on a certain model. Typically, such recalls are limited to the models manufactured during certain time frames and it can be very specific down to the VIN number. We sell dozens of models of washers every season under the Kenmore brand; the configurations, type of materials used and even the manufacturer can differ. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. In this case, we feel there could be external issues, which we will address in the next section. That said, we take the safety of our consumers very seriously and according to our notes, this incident was reported to the CPSC, which oversees recalls such as the one Ms. [redacted] noted.
Excessive vibration can be caused by an uneven floor, which causes instability when the washer reaches the spin cycle and the high rpms required to wring the water out of the clothes are reached. There is also the possibility of an issue with the shocks or the balance ring on the washer. In order to make a determination, a technician would need to examine the washer. It could be that one of these parts simply failed; it is a machine with mechanical, moving parts that are bound to break down over time and through use. Ms. [redacted]s' warranty expired on February 8, 2014 and as such, she would be responsible for any repair or replacement costs. Furthermore, our return policy stipulates that Ms. [redacted] had 90 days from the date of purchase to request a refund or exchange if dissatisfied; that period of time has long since elapsed. At this time, we are willing to waive the diagnosis fee we charge so that a technician can examine the unit and determine what the issue may be. He would then provide Ms. [redacted] with an estimate for repair if there is a malfunction. If Ms. [redacted] chooses to proceed, we will waive the labor fees and she will only be responsible for the cost of any parts that may be needed. According to our files, Ms. [redacted] was also offered 20% off of a new washer purchased from Sears. That offer is also still valid if she would prefer that option. Ms. [redacted] may reach me during normal business hours at the email address listed below if she wishes to accept one of our offers within the next 15 business days; after that, it will be null and void. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Ms. [redacted] 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
[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: After seven visits to fix the frig still more parts to come. Have cancelled another fix because parts were back ordered. I have since purchased another frig but not a
Sincerely, Sears. there was no way we would know if the last guess would fix it. That frig will go to Recycle. Four months and maybe more without a safe Refrigerator. I am done done with their guessing came. I am however grateful they have picked up the price of the repair attempts, but I will wait no more. The frig is barely a year old.
[redacted] Sincerely [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,
Jeff A[redacted]
August 23, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Josie [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding the problem she encountered when she attempted to return...
the lawn mower after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Kmart 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] purchased the stroller on June 30, 2016, and attempted to return it on August 5, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Kmart hassle-free 30-day return/exchange period has expired, the stroller is covered by the manufacturer’s one-year warranty. Since Ms. [redacted] stated that the stroller would not work, then she should contact the manufacturer, Summer Infant USA at ([redacted]) [redacted] to file a claim or visit https://www.summerinfant.com/consumer-relations/warranties-returns for additional details. With that being said, since we have addressed the issue brought forth in Ms. [redacted]’s complaint, we have closed our file.
Again, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
July 18, 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. S[redacted] complaint regarding her juice purchase. We...
want to apologize for any inconvenience Ms. S[redacted] may have experienced as a result of this issue. That said, it was our understanding that Ms. S[redacted] was contacted and the matter has been addressed. As such, we have closed our file. Again, we apologize to Ms. S[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 [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 Ms. [redacted] complaint regarding her refrigerator. In regard...
to any alleged property damage, that matter has been turned over to our third party claims administrator, [redacted] Mr. [redacted]’s claim number is [redacted] and her adjuster is [redacted] who may be reached during normal business hours at ([redacted]. [redacted] did inform us that the claim is still open and they have tendered to the manufacturer, [redacted], who will handle from here. Regardless, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claim. The fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]'s actions. Their decision is immutable. Rather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issues. At this time, Ms. [redacted] needs to direct any further correspondence to [redacted] to the attention of his caseworker. As stated above, although we empathize with Ms. [redacted]’s frustrations, we are not in a position to assist her with any damage related matters per [redacted]'s protocol. When we spoke with Ms. [redacted] she indicated that she had paid someone approximately $160.00 to drain her old tank, remove it and do some basic cleanup. Ms. [redacted]’s service contract provided for installation coverage, but she had her son in law install the item so there was no cost attached. As a courtesy, we have applied the amount that may have been provided to Ms. [redacted] for installation services towards the draining/cleanup cost and a check for $160.00 has been sent to her home address. This check should arrive within 10-12 business days. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
February 27, 2017 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Carla [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. Murray’s complaint regarding her request to have her co-pay waived since...
she had to stay home more times because the technician at her home did not order the part like he was supposed to.We did send Ms. [redacted] complaint over to the local service unit so that any issues with the technician’s behavior could be addressed. As clarification, we use Telecheck to guarantee all of our checks so even if someone stops payment, we still get paid and Telecheck then goes after the check writer to recoup their funds. So there is no reason for our technicians to have to say the system is down, contrary to what this technician allegedly told Ms. [redacted]. Our records indicate that we were finally able to complete the repair to her washer and that we never did collect the co-pay that was due. We have asked the service unit to waive this and not have Ms. [redacted] billed since she did not pay. If for some reason Ms. [redacted] does receive a bill related to this series of service orders, then she is welcome to contact me via email or phone so that I can have any bill removed. In the interim, since we do not show we are currently billing her and the repair was completed, 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
NO COMMENT!
August 25, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave. - Ste. [redacted]
Chicago, IL 60611
Our File No: 18[redacted]
Revdex.com File No: 94[redacted]
Via: Revdex.com website
Dear Ms. [redacted],
With reference to Ms. [redacted]'s correspondence with your office dated August 19th, a follow up appointment has been made for Friday morning in order to correct the door issues. Once the repair is made, I will confirm the [redacted]s' satisfaction and will further update your office.
Thank you again for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-[redacted] extension [redacted] or via email at Liz.[redacted]@searshomepro.com.
Sincerely,
Liz [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. [redacted]
February 26, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Christal M B[redacted] Dear Ms. [redacted]We have completed the investigation of Ms. B[redacted] complaint regarding non receipt of credit for her canceled...
order.After reviewing Ms. B[redacted] complaint and our records, we contacted our credit department to conduct an audit on the order in question. Once completed, we were able to determine that on February 18, 2018 a credit in the amount of $59.37 back to the original form of payment. Since we were able to confirm that Ms. B[redacted] was credited accordingly for her canceled order, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema C[redacted] Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding service for her refrigerator. Upon receipt of...
Ms. [redacted] complaint, we found that she had previously been in contact with Ms. [redacted] in our Executive Member Support department. Our records show that Ms. [redacted]’s refrigerator was repaired on September 13, 2016. Ms. [redacted] confirmed this with Ms. [redacted] on September 14, 2016. If Ms. [redacted] is still in need of assistance she need only contact her case manager [redacted] directly at [redacted] Since we have repaired Ms. Ms. [redacted]’* refrigerator we have closed our file. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: we paid $40 a month for insurance and not getting the service as expected on top of paying for expensive co-pay every-time. None of these were explained at the time we purchased the insurance. We bought the trash-compactor from Sears originally. The company got proof that the trash compactor was working because of the simple nob change the year before. Several support persons understood problem tried to help but the corporation ignored the reasonable fact. When I called, the company should not send any technician to evaluate the trash compactor if it's not approved to start with and also took the copay money. We want our money back and cancel the subscription all together without any extra charge.
Sincerely,
Roxy S[redacted]
[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 Sears Home Services. We have approved the replacement of Mr....
[redacted] washer per the terms and conditions of the Master Protection Agreement (MPA) covering the washer. All Mr. [redacted] needs to do is go to his local Sears and tell his sales associate that his washer has been approved for replacement. The sales associate will assist in selecting a replacement washer as well as processing the transaction. Sears will cover delivery, hook up and hook up of the old washer. The authorization is linked to the phone number ending in [redacted] Since we have noted the actions taken we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
September 7, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her disappointment...
that the glass in her range’s oven door shattered and her request to receive $1000.00 towards a new range even though she acknowledges that the range is not covered under any warranty coverage. We would first like to note that the glass used in oven doors and cooktops is tempered but this does not imply that it is bulletproof or unbreakable. Tempered glass is designed to be able to withstand changes in temperature, but it is possible to break it. The other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small pieces. These pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get. The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damaged. When it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completely. In the case of an oven door, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass. At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail. If it is the cook-top itself that Ms. [redacted] is referring to, then dropping items on it is the most common way for it to break, again, even if it does not do so immediately. Ms. [redacted] notes that the range was present when they moved in and the only range purchase we found out that address dates from approximately 2000, or over 16 years ago. In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchase. So if Ms. [redacted] was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered. However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty period. In Ms. [redacted]’s case, the range in question is clearly outside that timeframe and as such we feel it is apparent that any breakage would have to be attributable to usage rather than a defect. Due to the age of the appliance it is not uncommon for parts to no longer be available; particularly ones that are very model specific. When that happens, then a consumer’s only choice is to purchase a new item if they are so inclined. This is not something though that the retailer or manufacturer would be responsible for covering. With that said, as a courtesy we would be willing to provide a 10% discount off of any range purchased from Sears and would just need Ms. [redacted] to send us a copy of her receipt, or let us know her sales check number so that a sales adjustment could be provided on her purchase. In the interim, since we have explained that a failure of this nature is not covered if there is no warranty or service contract to provide this benefit, 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, Dana [redacted] Team Manager, Regulatory Complaints Phone: [redacted]Email: Dana.[redacted]@searshc.com
September 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Leroy H[redacted] Dear [redacted] We have completed the investigation of Mr. H[redacted] complaint regarding his dissatisfaction with...
the delay of his lawn mower repair. It is unfortunate that we failed Mr. H[redacted] expectations when he recently requested a repair from Sears. We value his patronage and can understand his frustration with the events detailed in his complaint. Although Sears Protection Agreements and manufacturer’s warranties do not promise that repairs will be completed within any specific time frame or period, we can assure Mr. H[redacted] that his concerns have been forwarded to management for review. Our records show that Mr. H[redacted] lawn mower was repaired on August 20, 2017. It may also be important to mention that his Protection Agreement may offer some type of assistance in instances when he would be without his lawn mower for an extended repair period. Mr. H[redacted] may refer to his contract or contact Sears Protection Agreement Benefits Administration, at [redacted] if he has any questions about his coverage benefits. At this time, we can only reiterate that we regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. H[redacted] comments and the requested repair has been completed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
October 2, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 94568986 - Danelle [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]' rebuttal to our response regarding her dissatisfaction that her dishwasher failed sooner than she expected and her request for a refund.We apologize to Ms. [redacted] that her dishwasher failed after it was serviced and that we failed to meet her expectations. We contacted Ms. [redacted] and informed her that we would add a one year Master Protection Agreement (MPA) on her dishwasher at no additional cost to her. The MPA will cover all parts and labor needed to repair the dishwasher. We also assured Ms. [redacted] that if our technician deems the unit non repairable during the coverage period, then a comparable replacement dishwasher will be covered under the MPA as well. Ms. [redacted] accepted the offer and we scheduled service for October 3, 2015. In the interim, since it is our understanding in speaking with Ms. [redacted] that the protection agreement is a resolution that met with her approval, we have closed our case.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,Matilda [redacted] Regulatory Claims SpecialistSears Holdings Corporation[redacted]searshc.com
Complaint: [redacted]
I am rejecting this res[redacted]e because: The issue has not been resolved. Mr. [redacted] did contact me and set up a time for the box-spring and the frame to be delivered October 11th or 12th. When delievery called me I let them know that I would not be available. They rescheduled for Saturday the 15th and I took the day off. I received a text message at 724am on Friday stating that they were sorry but the delivery had been rescheduled for 10/21. Delivery called and I told them that I would not be able to be available without taking off another Saturday and that would be 10/22. They rescheduled delivery for 10/22. 10/15 I was sleeping after working all night when I got a phone call that Sears delivery was on the way. The gentlemen showed up to deliver a bed frame, only. I am still on the schedule for delivery for 10/22 but I really do not feel hopeful of this happening considering all the problems I have had thus far. On top of this, I had American Home Shield come out because our washer died and they processed everything through Sears. Two guys show up with a washer on my lunch break the day before Mr. [redacted] calls me, to drop off the washer. I never received a call about delivery and when they came they had to put in my garage because I had to go back to work. They also did not take the old washer like they were supposed to. They said I needed to call Sears back for set up and to haul away the old washer. I am very disappointed in Sears and will not use them ever again. This is just too much with communication loss through their delivery companies/using third party people. I also have not been told what the price difference is in the split box spring or how it is going to affect my leasing agreement. I have not made a payment towards the lease and WILL NOT until this is corrected. I will not accept any late charges after the days I have had to take off or the mess I have had to deal with. Any late charges, extra charges for the split box spring or any further issues will result in a return and transferring this to my lawyer because I've had enough, this beyond ridiculous.
Sincerely,
Jahmie [redacted]
June 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. B[redacted] complaint regarding the...
non-receipt of a refund for a failed repair to his refrigerator. It is regrettable that we failed Mr. B[redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. B[redacted]. Upon reviewing Mr. B[redacted] complaint and confirming that a refund had not been previously issued, we contacted our Accounting Department to have the refund processed. On June 22, 2017, Lead Support Specialist Christy D[redacted] confirmed that a refund request for $534.56 has been processed; Mr. B[redacted] should receive a check in the next seven to ten business days. Mr. B[redacted] service order, [redacted], has been noted as follows - PS/REFUND CK ISSUED 6/22/17 $534.56 T#[redacted] With that said, since we have documented Mr. B[redacted] concerns with the repair process and we have confirmed that his requested refund has been processed, we ask that this matter be closed. Again, we apologize to Mr. B[redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 21, 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...
water heater. Unfortunately, we had an issue with a sick technician in Mr. [redacted] area and we sincerely apologize for the delay. We were able to arrange for his repair to be done on October 19, 2016. As a conciliatory gesture, we are sending Mr. [redacted] a $40.00 gift card, which should arrive within 10-12 business days. We want to assure Mr. [redacted] that we are currently examining the cause of the delay in order to prevent further such occurrences as well. 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]