June 13, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s rebuttal to the response we provided regarding her dissatisfaction with the quality of her power washer and her request to return it for a refund.
We have Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. As Ms. [redacted] requested, the fact that her assigned case manager is a homeowner and owns a power washer makes her perfect fit in regards to her case. As previously stated, while we understand that she was dissatisfied with the quality of the power washer and that it failed too soon, the fact remains that the power washer must be sent in for a warranty repair while it is still covered under the manufacturer’s warranty. If our technician deems it non repairable then the unit will be replaced under warranty; otherwise, it will be repaired. Ms. [redacted] can contact her case manager once she has dropped off the power washer at her local Sears store for repair and we will monitor the repair or replacement. As this decision is commensurate to the circumstances, 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 Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11004347, and find that this resolution is satisfactory to me.
Sincerely,
Elizabeth *
January 24, 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 recent online order experience and...
request for a refund. We would first like to apologize for any inconvenience Ms. [redacted] experienced with this order. After reviewing the information, we sent an email correspondence to Sears Detail Control Center (DCC) to research the charge. DCC advised that they did not see a Kmart transaction sale for this order. Therefore, our systems show that Ms. [redacted] was never charged for the order. It is possible that Ms. [redacted] is seeing a pre authorization charge. It should be noted that obtaining a pre-authorization hold is a practice within the banking industry of authorizing electronic transactions with credit or debit card purchases. It holds this balance as unavailable either until we clear the transaction (complete the processing of the order), or the hold cancels the order. The pre-authorization hold will fall off once an order is canceled or processed for completion. Typically, pre-authorization holds can remain on an account (thus rendering the balance available) anywhere from 1–5 days after the transaction date depending on the bank’s policy. In some cases can this can last as long as thirty days depending on the bank. We recommend that Ms. [redacted] contact her financial institution still shows this charge in her account. Should Ms. [redacted] have any further questions or concerns, she may contact us via email at [redacted]. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 2, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]– Peter S[redacted] Dear [redacted] We have completed the...
investigation of Mr. S[redacted] complaint regarding his refrigerator. According to our records, Mr. S[redacted] was provided with an exchange on January 27, 2018. Since this is the resolution Mr. S[redacted] was seeking, we respectfully ask that this matter be considered closed. We apologize to Mr. 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, Tammie S[redacted] Specialist, Regulatory Complaints Email: Tammie.S[redacted]
December 14, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms[redacted] complaint regarding the delivery of a washer purchased from...
Sears. It is unfortunate that we failed Ms[redacted] expectations when issues with our delivery contractor arose during the installation of her newly purchased washer. We value Ms[redacted] patronage, but can understand how the series of events noted in her and subsequent emails have caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns were forwarded to the management team of our delivery contractor for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of quality service that Sears has built our reputation upon, but we would understand if this is not possible. Ms. [redacted] from our delivery department spoke with the manager of the delivery contractor who informed our office that there were no issues during the service provided on December 14, 2016. That said Ms. [redacted] has informed myself and Ms. [redacted] that the washer has been installed and tested to her satisfaction. Ms. [redacted] has my contact info and can reach out if needed. We have provided Ms. [redacted] with a $200.00 sales adjustment as requested in her complaint. At this time, since we have been advised that the issues have been addressed and resolved to Ms[redacted] satisfaction, we respectfully request 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
May 18, 2017 [redacted] Revdex.com 330 North Wabash Ave. Suite 2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Mrs. [redacted]...
complaint. The correspondence you provided us with did not include a store location or order number and we were unable to locate her records within our systems by using the address, email address or telephone number that she provided with her complaint. Since we do not have enough information to facilitate a resolution we have closed this file pending the receipt of further order information from Mrs. [redacted] Upon receipt of the aforementioned information, we would be pleased to re-open and investigate Mrs. [redacted] complaint. We apologize to Mrs. [redacted] for this issue and would 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]
December 12, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to return...
his purchase 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. Mr. [redacted] mentioned that he purchased the mower blades online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Mr. [redacted] purchased the mower blades on October 1, 2016, and then attempted to return them on November 5, 2016, he was over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. It would not be fair to make an exception for Mr. Nadeau, when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request
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]
June 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services. First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to his recent dishwasher service. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we reviewed the notes in the service order. The technician advised Mrs. [redacted] that there is a plumbing issue with the dishwasher; the unit needs a new hose. A review of the monetary screen shows that the technician used a job code for replacing a hose rather than just charging Mrs. [redacted] for the diagnosis. However, Mrs. [redacted] was not charged for a new hose, just the labor. With that said, since the [redacted]s’ dishwasher is out-of-warranty, they are responsible for the minimum trip charge of $59.00, as they were provided with a diagnosis. Accordingly, we have processed a refund request for $76.20; the difference between the $135.20 charge and the $59.00 diagnostic fee. The [redacted]s should receive a check in approximately the next two weeks. In summary, since we have processed the aforementioned refund and noted Mr. [redacted] concerns, we ask that this matter be closed. Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.comUnfortunately, we cannot accept this response because from day one we have use the correct laundry detergent, which was recommended to us at the time we purchased the washer. Furthermore,, we changed to liquid detergent when we advised by the technician. We also use the once a month cleaner for the wash. As a result of all this not working for us we now use less than the recommended amount of liquid detergent. On the last visit by Kim (tech and repair person) he actually ran a load of clothes without detergent and when the wash was finished the clothes came out with the white residue we have been complaining about all along. When we brought it up to his attention he advised us to wash again with detergent. As far as their claim that we overload the washer; that is not true. We do not overload the washer, we are very careful and try to even out everything. All we want is to be able to use our washer again, not to have to wear clothes with white residue which we find disgusting. While is true the technician pointed out to us that there was soap build up but that is exactly the problem no matter what soap we use even if we use none the clothes come out with the reside. We strongly believe that our washer does not work correctlyand sears should allow us to return it. All sears has done is bounce the problem back to us and fault us about using the wrong detergent and overloading the machine, which we have not done.Our washer is a lemon, I wish I could just bring it over to the cross county store where we bought and just leave it there for them because it does no good to keep it home. I hope you can sense our frustration. I just cannot understand why they donot accept responsibility. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
George [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,
James K[redacted]
December 6, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Cindy B[redacted]
Dear [redacted]
We have completed the investigation of Ms. B[redacted] complaint regarding her dissatisfaction that her request for a...
replacement refrigerator was denied.
Before going further, we would like to note that Ms. B[redacted] had a Master Protection Agreement (MPA) that specifically states, “COVERAGE FOR REPLACEMENT. We have the sole right to determine whether a Covered Product will be repaired or replaced. If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable product…”
We have researched Ms. B[redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement during the coverage period of her refrigerator.
According to our records, the MPA that Ms. B[redacted] purchased covered her washer, dryer and refrigerator. The MPA expired on March 29, 2017 and Ms. B[redacted] did not renew the contract. We would also like to note that Sears has a 3 month grace renewal period. On January 3, 2017 Ms. B[redacted] requested an annual preventive maintenance check on the dryer and the refrigerator. On January 5, 2017 the refrigerator technician noted that the unit checked ok, and that he pulled out the refrigerator from customer to clean it; the service order was closed that same day. Ms. B[redacted] mentioned in her complaint that the tech found a leak and broke the grille on her refrigerator. We reviewed the service order notes and there is no mention of a water leak or a broken grille. As for the dryer, the tech ordered parts and returned on January 17, 2017 to install the parts and completed the repair. A month later, on February 1, 2017 Ms. B[redacted] reported the broken grille on her refrigerator and service was scheduled. On February 7, 2017 our technician found a crack on the grille, and contacted our Strategic Technical Assistance Center (STAC) to assist with ordering the part. Since the refrigerator was manufactured in 2000, STAC confirmed that the part (the grille) was no longer available. STAC also noted that the part is not considered a functional part. As clarification, the refrigerator will still function with a cracked grille. Since this is considered a cosmetic part, the refrigerator does not qualify for a replacement. We reviewed the notes, and again there is no mention of a leak noted by the technician or by STAC. The service order was closed that same day.
Ms. B[redacted] mentioned that she attempted to renew the protection agreement but that she was not allowed because there was an open “ticket”. According to our records, on January 4, 2017 Ms. B[redacted] requested service on her washer and the technician ordered parts for the repair. The notes indicate that the part arrived on February 1, 2017 and service was scheduled for the tech to return and install the parts. However, Ms. B[redacted] kept rescheduling the appointment and finally on February 28, 2017 the service order was closed with notes stating that the customer would be out of town for several months and she would call to reschedule. There are no records indicating that Ms. B[redacted] called again for service. Since the MPA was going to expire on March 29, 2017, our contract department contacted Ms. B[redacted] on March 20, 2017 regarding her service contract. The notes indicate “refusal – poor service”. We did not hear from Ms. B[redacted] again until October 2017 when she contacted our contract department and our customer service department requesting a replacement. She was informed that her contract had expired and her request was denied. The case notes indicate that Ms. B[redacted] insisted that she reported a leak issue and that the part was no longer available, and that she feels that the refrigerator should qualify for a replacement. Ms. B[redacted] spoke to a supervisor that informed her that he would submit her request for a replacement and that she would be contacted once it was reviewed. Ms. B[redacted] request was denied since she did not qualify under the terms and conditions of her contract. Ms. B[redacted] refused the answer and made several calls insisting that she was told that the refrigerator would be replace. As previously stated, the grille is not a functional part and does not qualify the refrigerator for a replacement; and the technicians did not report a leak issue during the service visits during the warranty coverage. Also, after February 7, 2017 Ms. B[redacted] still had coverage on the refrigerator until March 29, 2017 and she did not call to request service or a replacement on the refrigerator until October 2017. With that being said, since we have addressed the issue brought forth in Ms. B[redacted] complaint, we have closed our file.
We apologize to Ms. B[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Nilpa...
[redacted] #94565891
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding Sears Outlet Stores and his refrigerator.
Les [redacted], General Manager of the Sears Outlet in Tucker provided the following response:
I have spoken to Mr. [redacted] and after partnering with Chad [redacted] our District Manager, we have offered Mr. [redacted] a $300.00 adjustment for his refrigerator. Mr. [redacted] has accepted the concession that said a credit in the amount of $321.00 has been credited to his Sears credit card. We apologize to Mr. [redacted] and appreciate his shopping with Sears Outlet. Since we have provided the aforementioned credit to Mr. [redacted] we ask that this complaint be closed.
We apologize to Mr. [redacted] nd 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] 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 Sears Home Services repairs to her garage door opener. [redacted],...
Sears Installation Solutions Customer Advocate provided the following response: Our records indicate that repairs to Ms. [redacted] garage door opener have been completed. We apologize to Ms. [redacted] for the inconvenience noted in her complaint. If Ms. [redacted] has any additional concerns, she can contact me at [redacted] Since we have noted the completion of Ms. [redacted] repairs, 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.
Thank you for your help with this matter. It is regrettable that we had to go as far as filing a formal complaint to get resolution.
Sincerely,
Robin Y[redacted]
Complaint: [redacted]
I am rejecting this response because: prior to purchasingbthis refrigerator, I've had 2 other's , I've been loving on the same house 32 years and never has the environment not been right for the refrigerator , do you suggest I purchase a new home that better fits the refrigerator ? Furthermore , I live in my home with mu husband who is at work 12 hours a day, 2 adults in the household probably open and close the refrigerator 5 maybe 6 times a day, I was not aware refrigerators had an open/close limit. At this time the refrigerais not producing extra moisture, it is now freezing everything and I can chip ice from the freezer. I also have cameras installed in my home I eill be more thank happy to have ADT send you a video so you can see how many times the refrigerator is open/closed a day. this is by far the most ridiculous explanation I've been given, I am requesting a replacement , or I can comtinue xalling yoir repair center on a daily until this issue is resolved.
Sincerely,
Cynthia [redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
Contact Name and Title: [redacted]
June 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - # XXXXXXXX
Dear Ms. [redacted]
We have completed our investigation...
Ms. [redacted]' complaint regarding her dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted]' concerns to the District Service Manager for further review. On June 27, 2015, the technicians returned to Ms. [redacted]' home to install a new control board and filter assembly. Once the new parts were installed, the washer was tested and found to be operating properly. Additionally, our office has processed a request for laundry reimbursement in the amount of $75.00; Ms. [redacted] can expect to receive a check within the next two weeks. With that said, since we have repaired Ms. [redacted]' washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Contact Name and Title: MELISSA [redacted]
October 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Robin [redacted] - # 94574447
Dear Ms. [redacted]:
We have completed our investigation Ms. [redacted] rebuttal to our previous response.
The authorization of $999.99 is simply a credit towards a new refrigerator from Sears and any unused amount is not able to be provided to Ms. [redacted]. Therefore, we suggest that Ms. [redacted] utilize the full value of the credit towards the purchase of a new refrigerator from Sears. As clarification, there is no provision in Ms. [redacted] Master Protection Agreement (MPA) that provides for a refund of unused authorized funds. Furthermore, Ms. [redacted] was already sent a check for $250.00 food loss on October 3, 2015, which is the maximum amount she is permitted in a 12 month period. Since we have documented Ms. [redacted]s additional concerns and explained why we are unable to honor her request, we ask that this matter remain closed.
Again, we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
February 22, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Michele G. S[redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. S[redacted]’ complaint regarding her dissatisfaction...
with our customer service and non-receipt of a dryer she purchased from sears.com. It is unfortunate that we failed Ms. S[redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. With this having been said, our records indicate that Ms. S[redacted] set her order up for delivery to her local Kmart Store. Unfortunately, a new order would have to be placed if she would like delivery to her home. Therefore, a full refund of $377.70 was issued to Ms. S[redacted] ending in [redacted] in 2 separate parts of $250.00 and $177.70 on February 12, 2018. Ms. S[redacted] may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. S[redacted] comments and an equitable resolution has been provided. 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]
(The consumer indicated he/she ACCEPTED the response from the business.)
refunds have been given in the exact amount there by satisfying my refund issues. However, Sears and its affiliates provide awful customer service and charge you for items they know are not available, then delay delivery! that is just awful. other online stores will tell you that the item is presently out of stock. I will never shop at sears again!
Thank you Revdex.com
Nita Virghes Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Lisa [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Auto Center. Kevin [redacted], Manager of the Albuquerque...
Sears Auto Center provided the following response: After receiving Ms. [redacted] complaint, I contacted her to discuss her concerns. While on the phone with Ms. [redacted], I went over the paperwork with her and pointed out on the paperwork the portion where it states that road hazard coverage expires 4 years from date of purchase. Additionally I also apologized for any inappropriate behavior from auto center associate. As a gesture of good faith I offered Ms. [redacted] a complimentary oil change. If I can be of any additional assistance to Ms. [redacted], she can reach me at [redacted]. That said 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
June 13, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s rebuttal to the response we provided regarding her dissatisfaction with the quality of her power washer and her request to return it for a refund.
We have Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. As Ms. [redacted] requested, the fact that her assigned case manager is a homeowner and owns a power washer makes her perfect fit in regards to her case. As previously stated, while we understand that she was dissatisfied with the quality of the power washer and that it failed too soon, the fact remains that the power washer must be sent in for a warranty repair while it is still covered under the manufacturer’s warranty. If our technician deems it non repairable then the unit will be replaced under warranty; otherwise, it will be repaired. Ms. [redacted] can contact her case manager once she has dropped off the power washer at her local Sears store for repair and we will monitor the repair or replacement. As this decision is commensurate to the circumstances, 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 Complaint Specialist
Sears Holdings Corporation
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11004347, and find that this resolution is satisfactory to me.
Sincerely,
Elizabeth *
January 24, 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 recent online order experience and...
request for a refund. We would first like to apologize for any inconvenience Ms. [redacted] experienced with this order. After reviewing the information, we sent an email correspondence to Sears Detail Control Center (DCC) to research the charge. DCC advised that they did not see a Kmart transaction sale for this order. Therefore, our systems show that Ms. [redacted] was never charged for the order. It is possible that Ms. [redacted] is seeing a pre authorization charge. It should be noted that obtaining a pre-authorization hold is a practice within the banking industry of authorizing electronic transactions with credit or debit card purchases. It holds this balance as unavailable either until we clear the transaction (complete the processing of the order), or the hold cancels the order. The pre-authorization hold will fall off once an order is canceled or processed for completion. Typically, pre-authorization holds can remain on an account (thus rendering the balance available) anywhere from 1–5 days after the transaction date depending on the bank’s policy. In some cases can this can last as long as thirty days depending on the bank. We recommend that Ms. [redacted] contact her financial institution still shows this charge in her account. Should Ms. [redacted] have any further questions or concerns, she may contact us via email at [redacted]. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 2, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]– Peter S[redacted] Dear [redacted] We have completed the...
investigation of Mr. S[redacted] complaint regarding his refrigerator. According to our records, Mr. S[redacted] was provided with an exchange on January 27, 2018. Since this is the resolution Mr. S[redacted] was seeking, we respectfully ask that this matter be considered closed. We apologize to Mr. 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, Tammie S[redacted] Specialist, Regulatory Complaints Email: Tammie.S[redacted]
December 14, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms[redacted] complaint regarding the delivery of a washer purchased from...
Sears. It is unfortunate that we failed Ms[redacted] expectations when issues with our delivery contractor arose during the installation of her newly purchased washer. We value Ms[redacted] patronage, but can understand how the series of events noted in her and subsequent emails have caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns were forwarded to the management team of our delivery contractor for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of quality service that Sears has built our reputation upon, but we would understand if this is not possible. Ms. [redacted] from our delivery department spoke with the manager of the delivery contractor who informed our office that there were no issues during the service provided on December 14, 2016. That said Ms. [redacted] has informed myself and Ms. [redacted] that the washer has been installed and tested to her satisfaction. Ms. [redacted] has my contact info and can reach out if needed. We have provided Ms. [redacted] with a $200.00 sales adjustment as requested in her complaint. At this time, since we have been advised that the issues have been addressed and resolved to Ms[redacted] satisfaction, we respectfully request 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
May 18, 2017 [redacted] Revdex.com 330 North Wabash Ave. Suite 2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Mrs. [redacted]...
complaint. The correspondence you provided us with did not include a store location or order number and we were unable to locate her records within our systems by using the address, email address or telephone number that she provided with her complaint. Since we do not have enough information to facilitate a resolution we have closed this file pending the receipt of further order information from Mrs. [redacted] Upon receipt of the aforementioned information, we would be pleased to re-open and investigate Mrs. [redacted] complaint. We apologize to Mrs. [redacted] for this issue and would 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]
December 12, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to return...
his purchase 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. Mr. [redacted] mentioned that he purchased the mower blades online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Mr. [redacted] purchased the mower blades on October 1, 2016, and then attempted to return them on November 5, 2016, he was over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. It would not be fair to make an exception for Mr. Nadeau, when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request
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]
June 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services. First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to his recent dishwasher service. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we reviewed the notes in the service order. The technician advised Mrs. [redacted] that there is a plumbing issue with the dishwasher; the unit needs a new hose. A review of the monetary screen shows that the technician used a job code for replacing a hose rather than just charging Mrs. [redacted] for the diagnosis. However, Mrs. [redacted] was not charged for a new hose, just the labor. With that said, since the [redacted]s’ dishwasher is out-of-warranty, they are responsible for the minimum trip charge of $59.00, as they were provided with a diagnosis. Accordingly, we have processed a refund request for $76.20; the difference between the $135.20 charge and the $59.00 diagnostic fee. The [redacted]s should receive a check in approximately the next two weeks. In summary, since we have processed the aforementioned refund and noted Mr. [redacted] concerns, we ask that this matter be closed. Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.comUnfortunately, we cannot accept this response because from day one we have use the correct laundry detergent, which was recommended to us at the time we purchased the washer. Furthermore,, we changed to liquid detergent when we advised by the technician. We also use the once a month cleaner for the wash. As a result of all this not working for us we now use less than the recommended amount of liquid detergent. On the last visit by Kim (tech and repair person) he actually ran a load of clothes without detergent and when the wash was finished the clothes came out with the white residue we have been complaining about all along. When we brought it up to his attention he advised us to wash again with detergent. As far as their claim that we overload the washer; that is not true. We do not overload the washer, we are very careful and try to even out everything. All we want is to be able to use our washer again, not to have to wear clothes with white residue which we find disgusting. While is true the technician pointed out to us that there was soap build up but that is exactly the problem no matter what soap we use even if we use none the clothes come out with the reside. We strongly believe that our washer does not work correctlyand sears should allow us to return it. All sears has done is bounce the problem back to us and fault us about using the wrong detergent and overloading the machine, which we have not done.Our washer is a lemon, I wish I could just bring it over to the cross county store where we bought and just leave it there for them because it does no good to keep it home. I hope you can sense our frustration. I just cannot understand why they donot accept responsibility. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
George [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,
James K[redacted]
December 6, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Cindy B[redacted]
Dear [redacted]
We have completed the investigation of Ms. B[redacted] complaint regarding her dissatisfaction that her request for a...
replacement refrigerator was denied.
Before going further, we would like to note that Ms. B[redacted] had a Master Protection Agreement (MPA) that specifically states, “COVERAGE FOR REPLACEMENT. We have the sole right to determine whether a Covered Product will be repaired or replaced. If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable product…”
We have researched Ms. B[redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement during the coverage period of her refrigerator.
According to our records, the MPA that Ms. B[redacted] purchased covered her washer, dryer and refrigerator. The MPA expired on March 29, 2017 and Ms. B[redacted] did not renew the contract. We would also like to note that Sears has a 3 month grace renewal period. On January 3, 2017 Ms. B[redacted] requested an annual preventive maintenance check on the dryer and the refrigerator. On January 5, 2017 the refrigerator technician noted that the unit checked ok, and that he pulled out the refrigerator from customer to clean it; the service order was closed that same day. Ms. B[redacted] mentioned in her complaint that the tech found a leak and broke the grille on her refrigerator. We reviewed the service order notes and there is no mention of a water leak or a broken grille. As for the dryer, the tech ordered parts and returned on January 17, 2017 to install the parts and completed the repair. A month later, on February 1, 2017 Ms. B[redacted] reported the broken grille on her refrigerator and service was scheduled. On February 7, 2017 our technician found a crack on the grille, and contacted our Strategic Technical Assistance Center (STAC) to assist with ordering the part. Since the refrigerator was manufactured in 2000, STAC confirmed that the part (the grille) was no longer available. STAC also noted that the part is not considered a functional part. As clarification, the refrigerator will still function with a cracked grille. Since this is considered a cosmetic part, the refrigerator does not qualify for a replacement. We reviewed the notes, and again there is no mention of a leak noted by the technician or by STAC. The service order was closed that same day.
Ms. B[redacted] mentioned that she attempted to renew the protection agreement but that she was not allowed because there was an open “ticket”. According to our records, on January 4, 2017 Ms. B[redacted] requested service on her washer and the technician ordered parts for the repair. The notes indicate that the part arrived on February 1, 2017 and service was scheduled for the tech to return and install the parts. However, Ms. B[redacted] kept rescheduling the appointment and finally on February 28, 2017 the service order was closed with notes stating that the customer would be out of town for several months and she would call to reschedule. There are no records indicating that Ms. B[redacted] called again for service. Since the MPA was going to expire on March 29, 2017, our contract department contacted Ms. B[redacted] on March 20, 2017 regarding her service contract. The notes indicate “refusal – poor service”. We did not hear from Ms. B[redacted] again until October 2017 when she contacted our contract department and our customer service department requesting a replacement. She was informed that her contract had expired and her request was denied. The case notes indicate that Ms. B[redacted] insisted that she reported a leak issue and that the part was no longer available, and that she feels that the refrigerator should qualify for a replacement. Ms. B[redacted] spoke to a supervisor that informed her that he would submit her request for a replacement and that she would be contacted once it was reviewed. Ms. B[redacted] request was denied since she did not qualify under the terms and conditions of her contract. Ms. B[redacted] refused the answer and made several calls insisting that she was told that the refrigerator would be replace. As previously stated, the grille is not a functional part and does not qualify the refrigerator for a replacement; and the technicians did not report a leak issue during the service visits during the warranty coverage. Also, after February 7, 2017 Ms. B[redacted] still had coverage on the refrigerator until March 29, 2017 and she did not call to request service or a replacement on the refrigerator until October 2017. With that being said, since we have addressed the issue brought forth in Ms. B[redacted] complaint, we have closed our file.
We apologize to Ms. B[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Nilpa...
[redacted] #94565891
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding Sears Outlet Stores and his refrigerator.
Les [redacted], General Manager of the Sears Outlet in Tucker provided the following response:
I have spoken to Mr. [redacted] and after partnering with Chad [redacted] our District Manager, we have offered Mr. [redacted] a $300.00 adjustment for his refrigerator. Mr. [redacted] has accepted the concession that said a credit in the amount of $321.00 has been credited to his Sears credit card. We apologize to Mr. [redacted] and appreciate his shopping with Sears Outlet. Since we have provided the aforementioned credit to Mr. [redacted] we ask that this complaint be closed.
We apologize to Mr. [redacted] nd 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] 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 Sears Home Services repairs to her garage door opener. [redacted],...
Sears Installation Solutions Customer Advocate provided the following response: Our records indicate that repairs to Ms. [redacted] garage door opener have been completed. We apologize to Ms. [redacted] for the inconvenience noted in her complaint. If Ms. [redacted] has any additional concerns, she can contact me at [redacted] Since we have noted the completion of Ms. [redacted] repairs, 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.
Thank you for your help with this matter. It is regrettable that we had to go as far as filing a formal complaint to get resolution.
Sincerely,
Robin Y[redacted]
Complaint: [redacted]
I am rejecting this response because: prior to purchasingbthis refrigerator, I've had 2 other's , I've been loving on the same house 32 years and never has the environment not been right for the refrigerator , do you suggest I purchase a new home that better fits the refrigerator ? Furthermore , I live in my home with mu husband who is at work 12 hours a day, 2 adults in the household probably open and close the refrigerator 5 maybe 6 times a day, I was not aware refrigerators had an open/close limit. At this time the refrigerais not producing extra moisture, it is now freezing everything and I can chip ice from the freezer. I also have cameras installed in my home I eill be more thank happy to have ADT send you a video so you can see how many times the refrigerator is open/closed a day. this is by far the most ridiculous explanation I've been given, I am requesting a replacement , or I can comtinue xalling yoir repair center on a daily until this issue is resolved.
Sincerely,
Cynthia [redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
Contact Name and Title: [redacted]
June 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - # XXXXXXXX
Dear Ms. [redacted]
We have completed our investigation...
Ms. [redacted]' complaint regarding her dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted]' concerns to the District Service Manager for further review. On June 27, 2015, the technicians returned to Ms. [redacted]' home to install a new control board and filter assembly. Once the new parts were installed, the washer was tested and found to be operating properly. Additionally, our office has processed a request for laundry reimbursement in the amount of $75.00; Ms. [redacted] can expect to receive a check within the next two weeks. With that said, since we have repaired Ms. [redacted]' washer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Contact Name and Title: MELISSA [redacted]
October 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Robin [redacted] - # 94574447
Dear Ms. [redacted]:
We have completed our investigation Ms. [redacted] rebuttal to our previous response.
The authorization of $999.99 is simply a credit towards a new refrigerator from Sears and any unused amount is not able to be provided to Ms. [redacted]. Therefore, we suggest that Ms. [redacted] utilize the full value of the credit towards the purchase of a new refrigerator from Sears. As clarification, there is no provision in Ms. [redacted] Master Protection Agreement (MPA) that provides for a refund of unused authorized funds. Furthermore, Ms. [redacted] was already sent a check for $250.00 food loss on October 3, 2015, which is the maximum amount she is permitted in a 12 month period. Since we have documented Ms. [redacted]s additional concerns and explained why we are unable to honor her request, we ask that this matter remain closed.
Again, we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
February 22, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Michele G. S[redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. S[redacted]’ complaint regarding her dissatisfaction...
with our customer service and non-receipt of a dryer she purchased from sears.com. It is unfortunate that we failed Ms. S[redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. With this having been said, our records indicate that Ms. S[redacted] set her order up for delivery to her local Kmart Store. Unfortunately, a new order would have to be placed if she would like delivery to her home. Therefore, a full refund of $377.70 was issued to Ms. S[redacted] ending in [redacted] in 2 separate parts of $250.00 and $177.70 on February 12, 2018. Ms. S[redacted] may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. S[redacted] comments and an equitable resolution has been provided. 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]
(The consumer indicated he/she ACCEPTED the response from the business.)
refunds have been given in the exact amount there by satisfying my refund issues. However, Sears and its affiliates provide awful customer service and charge you for items they know are not available, then delay delivery! that is just awful. other online stores will tell you that the item is presently out of stock. I will never shop at sears again!
Thank you Revdex.com
Nita Virghes Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Lisa [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Auto Center. Kevin [redacted], Manager of the Albuquerque...
Sears Auto Center provided the following response: After receiving Ms. [redacted] complaint, I contacted her to discuss her concerns. While on the phone with Ms. [redacted], I went over the paperwork with her and pointed out on the paperwork the portion where it states that road hazard coverage expires 4 years from date of purchase. Additionally I also apologized for any inappropriate behavior from auto center associate. As a gesture of good faith I offered Ms. [redacted] a complimentary oil change. If I can be of any additional assistance to Ms. [redacted], she can reach me at [redacted]. That said 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