June 7, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. We would first...
note that [redacted] order was placed through one of our Marketplace vendors, [redacted] Sales. As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders and the return policy for each seller is listed. In this case, [redacted] return policy notes: “returns accepted with 14 days. Item must be in original packaging and in 'new' condition. Buyer pays return shipping and original shipping charges are not refunded.” It is clear that should a refund be issued none of the shipping fees would be included. We want to make it clear that according to our notes none of the merchandise was damaged; it seems some of the pieces were simply missing and [redacted] tried to send more pieces to [redacted], but she refused to continue. She made the choice to initiate a return. Furthermore, we have no record son file to support the fact that [redacted] was told her shipping fees would be refunded. As such, we will not be able to provide [redacted] with a refund for the shipping fee she mentions. Any disputes she would have with her sale should be directed to [redacted] sales as her purchase is subject to their return policy, which is noted above. As this decision is in accordance to our posted terms and conditions, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Specialist, Regulatory Complaints[redacted] Tell us why here...
September 21, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] rebuttal to the response we provided. Ms. [redacted] is speculating as to how long it may or may not have taken to repair the water heater but the fact remains she never gave us the opportunity to do so. The tank was not cracked and it did not qualify for replacement. She chose to make a decision to replace the water heater so that she did not have to worry about a repair, and while that was certainly her prerogative it does not mean she is entitled to receive reimbursement for the new water heater she decided to buy instead of calling us for any repair that may or may not have been covered under warranty. We understand her husband was in an accident but that does not change the terms of her warranty. Since we still find that Ms. [redacted] was not entitled to a replacement water heater and as such, would not be entitled to receive reimbursement for the new water heater she decided to purchase, 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,[redacted]Regulatory Complaints SpecialistDirect Line: [redacted]Email: [redacted]
August 17, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]–Gary A. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint...
regarding the pricing of an item he wished to purchase. Arrangements have been made to honor Mr. [redacted]’s request. Accordingly, 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,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [redacted] Tammie.[redacted]@searshc.comTell us why here...
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Mr. [redacted] complaint regarding service coverage under the Sears Appliance...
Warranty. We apologize for the delay in responding to this complaint. We forwarded this matter [redacted] *who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted] We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Re: Rosalind [redacted] #94573608
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint...
regarding a refund for a washer and dryer purchased from Sears Outlet.
Chad [redacted], Sears Outlet District Sales Manager provided the following response:
It is important to note that Ms. [redacted]'s complaint, dated September 29th, was received in our office on October 12, 2015. That said, the refund in the amount of $1526.72 was processed on September 30, 2015 back to her Mastercard ending in 4530. We apologize to Ms. [redacted] for any inconvenience. At this time, since we have confirmed with Ms. [redacted] that she has received her refund, 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
[redacted]
February 27, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Martin J. P[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. P[redacted] complaint regarding his dissatisfaction with the...
failure of his refrigerator and a back order on the part needed to complete a repair. It is Sears' goal to provide quality merchandise and services, and we are always concerned when something does not meet our customers' expectations. The reality exists that no matter how high the quality of the items we sell, the potential for failure exists for any product. Manufacturers understand how frustrating this can be to a consumer and typically cover the cost of any repairs that become necessary within the first year. However, they offer replacement only in the instance that an item cannot be repaired and do not offer any options while waiting for a repair. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. Although Mr. P[redacted] did not purchase a Sears Protection Agreement, it appears that the manufacturer does offer coverage for a few specific repairs beyond the first year of ownership. With this having been said, our records indicate that Executive Member Services Representative Nancy R[redacted] contacted Mr. P[redacted] upon our receipt of this complaint and is currently working toward a resolution. Mr. P[redacted] is welcome to contact Ms. R[redacted] at [redacted], at any time during this process. We regret any inconvenience Mr. P[redacted] may have experienced and can assure him that we are committed to providing a fair and equitable resolution. 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]
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Patricia [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s rebuttal regarding her dissatisfaction that her washer failed sooner than she expected.
We have received Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for compensation. The fact remains that Ms. [redacted]’s washer was not covered under any type of protection agreement and therefore is not entitled to receive any monies for repair or a refund. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted]’s case we do apologize that she is dissatisfied with her washer but we will not be refunding her for her washer that is out of warranty and our decision is final.
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.
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Francis [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal regarding Sears Home Services. We feel it is important to note that, as we noted in our initial correspondence, our technician arrived at the home and found the refrigerator to be operating as designed. The technician was at the home for close to 45 minutes and no fault was found. We feel it is pertinent to remind Ms. [redacted] that it is difficult to diagnose an intermittent problem. Within her rebuttal, Ms. [redacted] notes that if Sears Home Services cannot diagnose and fix the problem, they need to replace the unit per her service contract. We would like to clarify that the refrigerator in question is covered by a Sears Repair Protection Agreement (RPA) and per the terms and conditions of the agreement; a covered item is eligible for replacement when it has been deemed unable to be repaired. That said, Sears Home Services will continue to service the refrigerator per the terms of the RPA. We will provide an additional update after the scheduled service call for September 29, 2016. 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
October 19, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Emily [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience....
David [redacted], Store General Manager for Unit 2220, provided the following response: We would first like to apologize for any inconvenience Ms. [redacted] experienced. We value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. After researching this further, we were able to return the item for a full refund. Additionally, we provided her with 20 in Shop Your Way Reward points as a gesture of goodwill. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. Should Ms. [redacted] have any questions, she may contact our store directly at (435) 656-6955. In the interim, we have noted Ms. [redacted]’s concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:This complaint was NOT about expediting delivery service!! It WAS about having the refrigerator installed!! It was about BAD customer service. I asked that Sears inquiry and credit information be removed from my credit report. Because Sears is not being totaling truthful in their response, it will be impossible to do business in the future.
Sincerely,
Larry/kathlyn C[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: A[redacted] Dear Ms. [redacted] We have completed the investigation of Ms[redacted] complaint regarding reimbursement for her vacuum. We have processed a reimbursement check...
in the amount of $105.99 which should be received by Ms. [redacted] in the next 10-14 days. I have spoken with Ms. [redacted] and she is aware of the forthcoming check. That said our file has been closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 5, 2015/04/15) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
April 15, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the multiple repair attempts on his laundry center.
We have spoken to[redacted] in reference to his concerns and after reviewing his service history, we can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like[redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. Because we value [redacted] patronage, we have agreed to replace his laundry center under his Master Protection. We have authorized him $1,399.969 to use towards the replacement of his new laundry center and have both called[redacted] as well as sent an email with instructions as to how to exchange the unit. Because we are in the process of exchanging [redacted] laundry center, we respectfully request this complaint be closed.
We apologize to[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
October 14, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste [redacted]
Chicago, IL 60611
Our File No: 7[redacted]
Revdex.com Case #: [redacted]/ Donald [redacted]
Via: Revdex.com Website
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 regards to Mr. and Mrs. [redacted]'s request we did address the siding repairs as a gesture of customer service. The repairs were completed on October 10, 2015. I have spoken with the customer and confirmed they are satisfied. I have advised Mrs. [redacted] if any future issues arise to contact me directly.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. and Mrs. [redacted] as a customer and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at [redacted] x 5415, or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. [redacted]
there is NO extended warranty, I can see this is just canned text from the Revdex.com like every other business. My complaint is about a defective product and lousy customer service. Asking a major company to actually have customer service is not too much to ask.
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding an oven purchased from Sears. The oven purchased by Ms. [redacted]...
arrived and was picked up by our installer and was delivered to her home. Upon further examination the oven did not fit the existing location and there would have been the need for cabinet work to be completed to make the oven fit. In the end Ms. [redacted] spoke with [redacted] sales associate from our [redacted] store and he processed a refund. That said, the refund in the amount of $2015.79 was processed back to Ms. [redacted] Typically a consumer can expect a credit to post to a credit card account within 3-5 days of processing. At this time, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [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. Hopefully my washer is finally fixed and I never have to deal with your company again because unfortunately it was a very poor customer service experience.
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,
Mamie [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,
Daneece [redacted]
Revdex.com:
I spoke with [redacted] from Sears this afternoon and we did discuss her formal response as it is documented. As I addressed with her today, we are willing to accept the offer of a replacement dryer with free delivery, set-up, and haul away of the old unit, however, I'd like to address a few points from her response for clarification and hopefully it provides Sears with valuable insight from a consumer's perspective. Regarding coverage by a Master Protection Agreement, I'd like to acknowledge we exhausted the entire duration of the agreement trying to repair the unit without even the smallest amount of success. At my persistent request the warranty was as a "courtesy" extended, but the dryer continued to be unrepairable despite the extension. Also, we where not aware of the specific caveats of "4 repairs within a 12 month period with 4 or more functional parts needing to be replaced" and I don't feel I should have to be an expert and well versed in the internal policies and procedures for a successful resolution. I'm not an appliance repairman or lawyer, I'm just a mom and wife looking to do a load of laundry. Please recognize how frustrating, laborious, and redundant the process is, speaking with multiple departments, multiple phone operators, dropped calls, hold times, dealing with a third-party contract repair company, missed time from work for repair appointments, damaged occurred with repeated movement of a dryer on hardwood floors. I simply resorted to an easier method of drying clothes, a simple clothesline, which is absurd and ridiculous in this day and age. Ultimately, we felt Sears was going to wait us out until we became so frustrated with the entire process and the warranty expired that we gave up on resolving the issue. Several times we were asked if we wanted to purchase an extension of the warranty. My response was always "why would we want to dump any more money into an unrepairable appliance, when we have no faith in the ability of the unit to be repair, and especially after replacing duplicate parts". No one ever had an answer. I was made to feel I was being unreasonable in my repeated requests to have a functional appliance despite a good faith purchase for an operational dryer. What happen to good 'ole fashion customer service?As for a consumer definition of "lemon", the problem was present from the date of purchase and I notified Protection Agreement well within 30 days of purchase, and not once did they site their policy for return for a new unit within 30 days of purchase as their policy allows. I find it interesting they site only useful portions of policy beneficial to them, but leave out policy that potential could have saved both of us from a lengthy engagement of repeated and failed repairs. We in good faith moved forward with repeated repairs of the unit as offered to us. Lastly, it's my opinion it should not take a Revdex.com complaint to spur action and further investigation into our case. I asked for this to occur on multiple occasions. Just went I thought I was out of options did I resort to a complaint with the Revdex.com. With that, I have reviewed the response made by Sears in reference to complaint ID 11190344, and find that this resolution satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Simply my terms were not met. Ms. [redacted] was rude, snide, and hostile......... until she caught herself mid-sentence. Though she was dead silent when I discussed losing over $500.00 worth of food. She was all business... it was about placating me and sweeping this matter under the rug.... Which is something Customer Solution dept of Sears also tried to do. She stated she was trying to fix things. You cannot fix being without a proper running refrigerator from May to August. The fact that this corporation refuses to cut a check for anyone whom they leave in the lurch with their broken down appliance... and complete lack of respect and customer service is appalling.We paid $500.00 for a warranty...and all Ms [redacted] did today after months of turmoil was do what should have been down months ago. No one has ever sincerely apologized... I simply listened to her state facts.You have 90 days to go pick another refrigerator, If it cost less than $3999.99 than you just lose that money, if it cost more then you must pay the difference and the tax.... Since the refrigerators are no longer new models.... It cost $2538.99...meaning we lost $1461.00 Add the $130.00 4.4cu fridge we had to purchase just survive... The tons of 20 pound bags of ice in an ice chest... And the massive food lost.What good I ask you does having her number do us? The only reason we are receiving anew refrigerator is because I had the presence of mind to contact the Revdex.com.
Sincerely,
[redacted]
June 7, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. We would first...
note that [redacted] order was placed through one of our Marketplace vendors, [redacted] Sales. As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders and the return policy for each seller is listed. In this case, [redacted] return policy notes: “returns accepted with 14 days. Item must be in original packaging and in 'new' condition. Buyer pays return shipping and original shipping charges are not refunded.” It is clear that should a refund be issued none of the shipping fees would be included. We want to make it clear that according to our notes none of the merchandise was damaged; it seems some of the pieces were simply missing and [redacted] tried to send more pieces to [redacted], but she refused to continue. She made the choice to initiate a return. Furthermore, we have no record son file to support the fact that [redacted] was told her shipping fees would be refunded. As such, we will not be able to provide [redacted] with a refund for the shipping fee she mentions. Any disputes she would have with her sale should be directed to [redacted] sales as her purchase is subject to their return policy, which is noted above. As this decision is in accordance to our posted terms and conditions, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Specialist, Regulatory Complaints[redacted] Tell us why here...
September 21, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] rebuttal to the response we provided. Ms. [redacted] is speculating as to how long it may or may not have taken to repair the water heater but the fact remains she never gave us the opportunity to do so. The tank was not cracked and it did not qualify for replacement. She chose to make a decision to replace the water heater so that she did not have to worry about a repair, and while that was certainly her prerogative it does not mean she is entitled to receive reimbursement for the new water heater she decided to buy instead of calling us for any repair that may or may not have been covered under warranty. We understand her husband was in an accident but that does not change the terms of her warranty. Since we still find that Ms. [redacted] was not entitled to a replacement water heater and as such, would not be entitled to receive reimbursement for the new water heater she decided to purchase, 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,[redacted]Regulatory Complaints SpecialistDirect Line: [redacted]Email: [redacted]
August 17, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]–Gary A. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint...
regarding the pricing of an item he wished to purchase. Arrangements have been made to honor Mr. [redacted]’s request. Accordingly, 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,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [redacted] Tammie.[redacted]@searshc.comTell us why here...
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Mr. [redacted] complaint regarding service coverage under the Sears Appliance...
Warranty. We apologize for the delay in responding to this complaint. We forwarded this matter [redacted] *who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted] We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Re: Rosalind [redacted] #94573608
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint...
regarding a refund for a washer and dryer purchased from Sears Outlet.
Chad [redacted], Sears Outlet District Sales Manager provided the following response:
It is important to note that Ms. [redacted]'s complaint, dated September 29th, was received in our office on October 12, 2015. That said, the refund in the amount of $1526.72 was processed on September 30, 2015 back to her Mastercard ending in 4530. We apologize to Ms. [redacted] for any inconvenience. At this time, since we have confirmed with Ms. [redacted] that she has received her refund, 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
[redacted]
February 27, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Martin J. P[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. P[redacted] complaint regarding his dissatisfaction with the...
failure of his refrigerator and a back order on the part needed to complete a repair. It is Sears' goal to provide quality merchandise and services, and we are always concerned when something does not meet our customers' expectations. The reality exists that no matter how high the quality of the items we sell, the potential for failure exists for any product. Manufacturers understand how frustrating this can be to a consumer and typically cover the cost of any repairs that become necessary within the first year. However, they offer replacement only in the instance that an item cannot be repaired and do not offer any options while waiting for a repair. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. Although Mr. P[redacted] did not purchase a Sears Protection Agreement, it appears that the manufacturer does offer coverage for a few specific repairs beyond the first year of ownership. With this having been said, our records indicate that Executive Member Services Representative Nancy R[redacted] contacted Mr. P[redacted] upon our receipt of this complaint and is currently working toward a resolution. Mr. P[redacted] is welcome to contact Ms. R[redacted] at [redacted], at any time during this process. We regret any inconvenience Mr. P[redacted] may have experienced and can assure him that we are committed to providing a fair and equitable resolution. 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]
September 28, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Patricia [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s rebuttal regarding her dissatisfaction that her washer failed sooner than she expected.
We have received Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for compensation. The fact remains that Ms. [redacted]’s washer was not covered under any type of protection agreement and therefore is not entitled to receive any monies for repair or a refund. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted]’s case we do apologize that she is dissatisfied with her washer but we will not be refunding her for her washer that is out of warranty and our decision is final.
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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Francis [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal regarding Sears Home Services. We feel it is important to note that, as we noted in our initial correspondence, our technician arrived at the home and found the refrigerator to be operating as designed. The technician was at the home for close to 45 minutes and no fault was found. We feel it is pertinent to remind Ms. [redacted] that it is difficult to diagnose an intermittent problem. Within her rebuttal, Ms. [redacted] notes that if Sears Home Services cannot diagnose and fix the problem, they need to replace the unit per her service contract. We would like to clarify that the refrigerator in question is covered by a Sears Repair Protection Agreement (RPA) and per the terms and conditions of the agreement; a covered item is eligible for replacement when it has been deemed unable to be repaired. That said, Sears Home Services will continue to service the refrigerator per the terms of the RPA. We will provide an additional update after the scheduled service call for September 29, 2016. 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
October 19, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Emily [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience....
David [redacted], Store General Manager for Unit 2220, provided the following response: We would first like to apologize for any inconvenience Ms. [redacted] experienced. We value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. After researching this further, we were able to return the item for a full refund. Additionally, we provided her with 20 in Shop Your Way Reward points as a gesture of goodwill. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. Should Ms. [redacted] have any questions, she may contact our store directly at (435) 656-6955. In the interim, we have noted Ms. [redacted]’s concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:This complaint was NOT about expediting delivery service!! It WAS about having the refrigerator installed!! It was about BAD customer service. I asked that Sears inquiry and credit information be removed from my credit report. Because Sears is not being totaling truthful in their response, it will be impossible to do business in the future.
Sincerely,
Larry/kathlyn C[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: A[redacted] Dear Ms. [redacted] We have completed the investigation of Ms[redacted] complaint regarding reimbursement for her vacuum. We have processed a reimbursement check...
in the amount of $105.99 which should be received by Ms. [redacted] in the next 10-14 days. I have spoken with Ms. [redacted] and she is aware of the forthcoming check. That said our file has been closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 5, 2015/04/15) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
April 15, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the multiple repair attempts on his laundry center.
We have spoken to[redacted] in reference to his concerns and after reviewing his service history, we can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like[redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. Because we value [redacted] patronage, we have agreed to replace his laundry center under his Master Protection. We have authorized him $1,399.969 to use towards the replacement of his new laundry center and have both called[redacted] as well as sent an email with instructions as to how to exchange the unit. Because we are in the process of exchanging [redacted] laundry center, we respectfully request this complaint be closed.
We apologize to[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
October 14, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste [redacted]
Chicago, IL 60611
Our File No: 7[redacted]
Revdex.com Case #: [redacted]/ Donald [redacted]
Via: Revdex.com Website
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 regards to Mr. and Mrs. [redacted]'s request we did address the siding repairs as a gesture of customer service. The repairs were completed on October 10, 2015. I have spoken with the customer and confirmed they are satisfied. I have advised Mrs. [redacted] if any future issues arise to contact me directly.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. and Mrs. [redacted] as a customer and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at [redacted] x 5415, or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. [redacted]
there is NO extended warranty, I can see this is just canned text from the Revdex.com like every other business. My complaint is about a defective product and lousy customer service. Asking a major company to actually have customer service is not too much to ask.
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding an oven purchased from Sears. The oven purchased by Ms. [redacted]...
arrived and was picked up by our installer and was delivered to her home. Upon further examination the oven did not fit the existing location and there would have been the need for cabinet work to be completed to make the oven fit. In the end Ms. [redacted] spoke with [redacted] sales associate from our [redacted] store and he processed a refund. That said, the refund in the amount of $2015.79 was processed back to Ms. [redacted] Typically a consumer can expect a credit to post to a credit card account within 3-5 days of processing. At this time, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [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. Hopefully my washer is finally fixed and I never have to deal with your company again because unfortunately it was a very poor customer service experience.
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,
Mamie [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,
Daneece [redacted]
Revdex.com:
I spoke with [redacted] from Sears this afternoon and we did discuss her formal response as it is documented. As I addressed with her today, we are willing to accept the offer of a replacement dryer with free delivery, set-up, and haul away of the old unit, however, I'd like to address a few points from her response for clarification and hopefully it provides Sears with valuable insight from a consumer's perspective. Regarding coverage by a Master Protection Agreement, I'd like to acknowledge we exhausted the entire duration of the agreement trying to repair the unit without even the smallest amount of success. At my persistent request the warranty was as a "courtesy" extended, but the dryer continued to be unrepairable despite the extension. Also, we where not aware of the specific caveats of "4 repairs within a 12 month period with 4 or more functional parts needing to be replaced" and I don't feel I should have to be an expert and well versed in the internal policies and procedures for a successful resolution. I'm not an appliance repairman or lawyer, I'm just a mom and wife looking to do a load of laundry. Please recognize how frustrating, laborious, and redundant the process is, speaking with multiple departments, multiple phone operators, dropped calls, hold times, dealing with a third-party contract repair company, missed time from work for repair appointments, damaged occurred with repeated movement of a dryer on hardwood floors. I simply resorted to an easier method of drying clothes, a simple clothesline, which is absurd and ridiculous in this day and age. Ultimately, we felt Sears was going to wait us out until we became so frustrated with the entire process and the warranty expired that we gave up on resolving the issue. Several times we were asked if we wanted to purchase an extension of the warranty. My response was always "why would we want to dump any more money into an unrepairable appliance, when we have no faith in the ability of the unit to be repair, and especially after replacing duplicate parts". No one ever had an answer. I was made to feel I was being unreasonable in my repeated requests to have a functional appliance despite a good faith purchase for an operational dryer. What happen to good 'ole fashion customer service?As for a consumer definition of "lemon", the problem was present from the date of purchase and I notified Protection Agreement well within 30 days of purchase, and not once did they site their policy for return for a new unit within 30 days of purchase as their policy allows. I find it interesting they site only useful portions of policy beneficial to them, but leave out policy that potential could have saved both of us from a lengthy engagement of repeated and failed repairs. We in good faith moved forward with repeated repairs of the unit as offered to us. Lastly, it's my opinion it should not take a Revdex.com complaint to spur action and further investigation into our case. I asked for this to occur on multiple occasions. Just went I thought I was out of options did I resort to a complaint with the Revdex.com. With that, I have reviewed the response made by Sears in reference to complaint ID 11190344, and find that this resolution satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Simply my terms were not met. Ms. [redacted] was rude, snide, and hostile......... until she caught herself mid-sentence. Though she was dead silent when I discussed losing over $500.00 worth of food. She was all business... it was about placating me and sweeping this matter under the rug.... Which is something Customer Solution dept of Sears also tried to do. She stated she was trying to fix things. You cannot fix being without a proper running refrigerator from May to August. The fact that this corporation refuses to cut a check for anyone whom they leave in the lurch with their broken down appliance... and complete lack of respect and customer service is appalling.We paid $500.00 for a warranty...and all Ms [redacted] did today after months of turmoil was do what should have been down months ago. No one has ever sincerely apologized... I simply listened to her state facts.You have 90 days to go pick another refrigerator, If it cost less than $3999.99 than you just lose that money, if it cost more then you must pay the difference and the tax.... Since the refrigerators are no longer new models.... It cost $2538.99...meaning we lost $1461.00 Add the $130.00 4.4cu fridge we had to purchase just survive... The tons of 20 pound bags of ice in an ice chest... And the massive food lost.What good I ask you does having her number do us? The only reason we are receiving anew refrigerator is because I had the presence of mind to contact the Revdex.com.
Sincerely,
[redacted]