February 27, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Sharon B[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding her online order experience and...
her request for a full refund. Upon receipt of the complaint filed, we found that a full refund was issued on February 3, 2018. For Ms. B[redacted] records the return receipt numbers are [redacted] for $306.90 and [redacted] for $22.79. We apologize for any inconvenience she may have experienced and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. In the interim, since a full credit has been received, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[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 and repairs to her refrigerator. [redacted]...
Sears Hometown Stores Sales Director provided the following response: On Thursday, February 16, 2017, an exchange of Ms. [redacted] refrigerator was processed. Ms. [redacted] new Kenmore Elite refrigerator has been ordered and is scheduled to be delivered to the home on Thursday, February 23, 2017. If Ms. [redacted] has any questions regarding her exchange, she can contact the Sears in Rock Springs by calling [redacted]. Since we have noted the actions taken to resolve Ms. [redacted] concerns, 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 10958010, and find that this resolution is satisfactory to me.
Sincerely,
Amanda [redacted]
October 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Victoria A. B[redacted] Dear [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding her...
water heater. According to our records, this matter has been resolved. Ms. B[redacted] water heater was repaired and all she paid was for the labor fees, which is what her warranty stipulates she is due to pay. Additionally, a product liability claim has been filed with the manufacturer for the property damage issue. As such, 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, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] Dear Ms[redacted] We have completed our review of Ms. [redacted] rebuttal complaint regarding her online order experience. We provided Ms. [redacted] with a prepaid return label to use on the merchandise she returned. We confirmed that the product was received at Sears’ warehouse on January 27, 2017. Therefore, we issued a refund accordingly for the full amount she paid which was $212.93. The credit will post to Ms. [redacted] account ending in [redacted] within 3 to 5 business days. For Ms. [redacted] records the return receipt number is [redacted]. Should Ms. [redacted] have any further questions or concerns, she may contact me via email. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed since a full refund 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] - [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding their television and their request for an increase...
in the replacement amount. Upon researching the [redacted] complaint, we found that although they were originally authorized $548.00, the amount has been increased to $730.00 as a courtesy. Per the terms of the [redacted] Master Protection Agreement (MPA), Sears determines the replacement amount. Below is an excerpt from the MPA pertaining to replacements: 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 will determine and authorize the replacement amount, but you will select your replacement product from a Sears or Sears affiliated store or in some cases replacement will be arranged through the manufacturer. You will have up to ninety (90) days from the date of authorization to complete the replacement process. The Non-Repairable Covered Product must be returned in order to receive your replacement product. Any coverage remaining under the term of this Agreement will be transferred to the new replacement product. Replacement products may be new or refurbished to meet the manufacturer’s specifications of the original product. If you choose not to have your Covered Product replaced under this Agreement, then you may cancel this Agreement and we will refund the total price you paid for your current coverage. There may be additional replacement benefits and limitations depending on your type of Protection Plan. Please refer to the section of this Agreement that is applicable to your type of Plan. We will not be responsible for reconfiguring space to accommodate a replacement product when a product of identical dimensions is not available. If Mr. and Mrs. [redacted] are still unable to find a television of their liking, they can choose to receive a refund of the MPA - $113.83. They can call ([redacted] to cancel the authorization and request a refund of the agreement. However, as the authorization is still in effect, the [redacted] are welcome to go to their local Sears to reselect; any Sears Blue Crew associate in the Electronics department can assist them. Mr. and Mrs. [redacted] will need to provide the telephone number on record, [redacted], to verify the replacement authorization. The new television will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new television and run concurrently with the manufacturer’s warranty. With that said, since we are providing Mr. and Mrs. [redacted] with an equitable resolution, commensurate to the terms of their MPA, 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.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The dete4rgent was not listed as not compatible anywhere in the manual or anywhere else. The manual states "HE" detergent. How would I have know the Kirkland "HE" brand detergent is incompatible with a Kenmore?LG washer? Further more I have cleaned the washer 3 times as suggested by the Technician and have started using the Tide HE detergent and I am still having the same problem. Therefore the problem is not the detergent.Please advise.
Sincerely,
Andrene [redacted]
June 29, 2017 [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. B[redacted] complaint regarding her dissatisfaction with Sears’...
attempts to repair her range and her subsequent request for a replacement range. As Clarification, the Master Protection Agreement Ms. B[redacted] purchased for her range specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit. Upon receipt of this complaint, our records confirmed that Sears completed a total of 5 service orders for Ms. B[redacted] range since her purchase date of October 13, 2016. However, parts were replaced on only 2 of the service orders. The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit. After completing her purchase, Ms. B[redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her range meet the aforementioned guidelines. With this having been said, Ms. B[redacted] request for a replacement range was authorized for her satisfaction on May 8, 2017, and our records show that she selected a new range on May 17th. Ms. B[redacted] is welcome to contact Sears Protection Agreement Benefits Administration at ([redacted] with any further questions she may have about her coverage. Since we have provided services relative and appropriate to the terms of the Master Protection Agreement Ms. B[redacted] purchased for her range, we have closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
July 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. I want to note that I offered to provide the refund Mr. [redacted] was seeking in my response. His reply did not indicate whether he wished for me to proceed with setting up his refund, but I also asked that he email me if he wanted to. I have not received anything from him. I will make one final offer as a gesture of good will. I will provide Mr. [redacted] with a 50% discount if he wishes to keep the mattress as is or I will allow him to select a different model with a selling price greater of up to $100.00 more than what he paid at no additional cost to him. If he does not like either alternative, we will pick up the mattress and provide him with a refund. I respectfully ask that Mr. [redacted] email me promptly with his decision. In light of the aforementioned information, I respectfully ask that this matter remain 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 [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Ms. [redacted] complaint. We are attempting to set service so we can have...
our service technician obtain pictures of the cook top issue. We have left Ms. [redacted] a message with the direct number to the service unit so we can schedule a service tech and are waiting for a call back. With that being said we would like to address Ms. [redacted] inaccuracies in her complaint. Ms. [redacted] did indeed purchase an oven, microwave, and refrigerator and cook top all on April 20, 2014 with a service agreement on each item. But it is important to note that Ms. [redacted] cancelled all but the cook top two days before delivery and was fully refunded for the oven, microwave and refrigerator as well as the service agreements she purchased for those items. Once we have obtained pictures of Ms. [redacted] cook top from a Sears’s service technician we will continue our research. 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]
August 28th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] / Yolanda J[redacted]
Via: Revdex.com website
Dear Ms. V[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.
We have reached an amicable resolution in regards to Ms. J[redacted]’ concern. A refund has been issued for Ms. J[redacted] Ms. J[redacted] can check with her bank in 5-7 business days for the funds. I advised Ms. J[redacted] that the reason for the incorrect name on the check was because the name was never updated from her father-in-law’s to the correct name that should be on repair account. I advised Ms. J[redacted] to update the information in order to prevent any confusion like this in the future.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. J[redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Yolanda J[redacted] Via: 1st Class Mail
November 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]- Jacob [redacted] Dear Mrs. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding his tire gauge. We...
have spoken with Mr. [redacted] in regard to this issue. As clarification, our Craftsman warranty does not note that a replacement will carry the same warranty as the original item. However, we have issued a check for the cost of gauge Mr. [redacted] purchased recently as a courtesy. In light of the aforementioned information, we respectfully ask that this matter be considered resolved. We apologize to Mr. [redacted] and we 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 Tammie.[redacted]@searshc.com [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] [redacted] Dear [redacted] We have completed our investigation of the [redacted] complaint regarding service on her washer. After discussing the...
issue with Ms. [redacted] and reviewing the service history we did move forward with repairs under the terms and conditions of the Sears Appliance Warranty. The repairs were completed on June 30, 2016 and it is our understanding that the washer is now working as designed. Since we have repaired the [redacted] washer and it is our understanding that no other actions or assistance is need at this time we have closed our case. We apologize to the [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and...
request for a refund. It is unfortunate that we failed Mr. [redacted] expectations and can understand his frustration with the series of events noted in his complaint. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we have decided to process an electronic return label. Mr. [redacted] may use this [redacted] label to return the merchandise and once the item is received back at Sears’ warehouse then I will issue a refund accordingly. Should Mr. [redacted] have any questions, he may contact me via email at [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 31, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Lee [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding a recent...
service call for his washer. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his washer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his 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 Mr. [redacted] concerns to the appropriate management team for further review. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. After reviewing Mr. [redacted] service orders, Ethel Graham with 7385 agreed to issue the requested refund. Accordingly, a refund request for $79.00 was submitted on October 28, 2016, so Mr. [redacted] should see a credit post to his Visa account ending in [redacted] in the next five to seven days. With that said, since we are providing Mr. [redacted] with his requested resolution, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding some patio furniture she ordered last...
summer. According to our notes, Ms. [redacted] was advised to return the set while the purchase fell under our return policy period, but she did not. We can try to get a lone chair form the vendor, but it may not be possible. If that is the case, we will setup a return as an exception to our return policy. We will notify Ms. [redacted] via email once the vendor has confirmed if they can ship a replacement chair. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 15, 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] rebuttal regarding her request for a refund for an air conditioner she purchased from a marketplace seller hosted on the Sears website. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with a seller hosted on the sears.com website. We value her patronage and can assure her that her concerns have been forwarded to management for review. It appears that although the seller did make attempts to reach Ms. [redacted] to assist in resolving her concern, she did not speak with them. Instead our records indicate that Sears received notification of a credit dispute from Ms. [redacted] credit provider. The original charge was reversed by the credit provider, which Sears agreed to allow. Therefore, Ms. [redacted] will not see a separate refund, since her account has already been credited the original charge amount. Ms. [redacted] is welcome to reply to the emails she has received from the seller or sears.com if she has any further questions about this issue. Since an equitable resolution has been provided, we have closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Hannah M[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her shovel. ...
Unfortunately, Ms. [redacted] local store had sold out of this particular shovel and they were not due to receive a shipment for 2 weeks. However, another local store, which was about 15 minutes away, had the item available, but Ms. [redacted] did not want to make the trip. In the interest of consumer satisfaction, a replacement shovel has been shipped to Ms. [redacted] home address free of charge. Accordingly, we ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [redacted] Tammie.[redacted]@searshc.com
February 27, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Sharon B[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding her online order experience and...
her request for a full refund. Upon receipt of the complaint filed, we found that a full refund was issued on February 3, 2018. For Ms. B[redacted] records the return receipt numbers are [redacted] for $306.90 and [redacted] for $22.79. We apologize for any inconvenience she may have experienced and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. In the interim, since a full credit has been received, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[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 and repairs to her refrigerator. [redacted]...
Sears Hometown Stores Sales Director provided the following response: On Thursday, February 16, 2017, an exchange of Ms. [redacted] refrigerator was processed. Ms. [redacted] new Kenmore Elite refrigerator has been ordered and is scheduled to be delivered to the home on Thursday, February 23, 2017. If Ms. [redacted] has any questions regarding her exchange, she can contact the Sears in Rock Springs by calling [redacted]. Since we have noted the actions taken to resolve Ms. [redacted] concerns, 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 10958010, and find that this resolution is satisfactory to me.
Sincerely,
Amanda [redacted]
October 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Victoria A. B[redacted] Dear [redacted] We have completed the investigation of Ms. B[redacted] complaint regarding her...
water heater. According to our records, this matter has been resolved. Ms. B[redacted] water heater was repaired and all she paid was for the labor fees, which is what her warranty stipulates she is due to pay. Additionally, a product liability claim has been filed with the manufacturer for the property damage issue. As such, 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, Tammie S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] Dear Ms[redacted] We have completed our review of Ms. [redacted] rebuttal complaint regarding her online order experience. We provided Ms. [redacted] with a prepaid return label to use on the merchandise she returned. We confirmed that the product was received at Sears’ warehouse on January 27, 2017. Therefore, we issued a refund accordingly for the full amount she paid which was $212.93. The credit will post to Ms. [redacted] account ending in [redacted] within 3 to 5 business days. For Ms. [redacted] records the return receipt number is [redacted]. Should Ms. [redacted] have any further questions or concerns, she may contact me via email. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed since a full refund 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] - [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding their television and their request for an increase...
in the replacement amount. Upon researching the [redacted] complaint, we found that although they were originally authorized $548.00, the amount has been increased to $730.00 as a courtesy. Per the terms of the [redacted] Master Protection Agreement (MPA), Sears determines the replacement amount. Below is an excerpt from the MPA pertaining to replacements: 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 will determine and authorize the replacement amount, but you will select your replacement product from a Sears or Sears affiliated store or in some cases replacement will be arranged through the manufacturer. You will have up to ninety (90) days from the date of authorization to complete the replacement process. The Non-Repairable Covered Product must be returned in order to receive your replacement product. Any coverage remaining under the term of this Agreement will be transferred to the new replacement product. Replacement products may be new or refurbished to meet the manufacturer’s specifications of the original product. If you choose not to have your Covered Product replaced under this Agreement, then you may cancel this Agreement and we will refund the total price you paid for your current coverage. There may be additional replacement benefits and limitations depending on your type of Protection Plan. Please refer to the section of this Agreement that is applicable to your type of Plan. We will not be responsible for reconfiguring space to accommodate a replacement product when a product of identical dimensions is not available. If Mr. and Mrs. [redacted] are still unable to find a television of their liking, they can choose to receive a refund of the MPA - $113.83. They can call ([redacted] to cancel the authorization and request a refund of the agreement. However, as the authorization is still in effect, the [redacted] are welcome to go to their local Sears to reselect; any Sears Blue Crew associate in the Electronics department can assist them. Mr. and Mrs. [redacted] will need to provide the telephone number on record, [redacted], to verify the replacement authorization. The new television will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new television and run concurrently with the manufacturer’s warranty. With that said, since we are providing Mr. and Mrs. [redacted] with an equitable resolution, commensurate to the terms of their MPA, 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.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The dete4rgent was not listed as not compatible anywhere in the manual or anywhere else. The manual states "HE" detergent. How would I have know the Kirkland "HE" brand detergent is incompatible with a Kenmore?LG washer? Further more I have cleaned the washer 3 times as suggested by the Technician and have started using the Tide HE detergent and I am still having the same problem. Therefore the problem is not the detergent.Please advise.
Sincerely,
Andrene [redacted]
June 29, 2017 [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. B[redacted] complaint regarding her dissatisfaction with Sears’...
attempts to repair her range and her subsequent request for a replacement range. As Clarification, the Master Protection Agreement Ms. B[redacted] purchased for her range specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit. Upon receipt of this complaint, our records confirmed that Sears completed a total of 5 service orders for Ms. B[redacted] range since her purchase date of October 13, 2016. However, parts were replaced on only 2 of the service orders. The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit. After completing her purchase, Ms. B[redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her range meet the aforementioned guidelines. With this having been said, Ms. B[redacted] request for a replacement range was authorized for her satisfaction on May 8, 2017, and our records show that she selected a new range on May 17th. Ms. B[redacted] is welcome to contact Sears Protection Agreement Benefits Administration at ([redacted] with any further questions she may have about her coverage. Since we have provided services relative and appropriate to the terms of the Master Protection Agreement Ms. B[redacted] purchased for her range, we have closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
July 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. I want to note that I offered to provide the refund Mr. [redacted] was seeking in my response. His reply did not indicate whether he wished for me to proceed with setting up his refund, but I also asked that he email me if he wanted to. I have not received anything from him. I will make one final offer as a gesture of good will. I will provide Mr. [redacted] with a 50% discount if he wishes to keep the mattress as is or I will allow him to select a different model with a selling price greater of up to $100.00 more than what he paid at no additional cost to him. If he does not like either alternative, we will pick up the mattress and provide him with a refund. I respectfully ask that Mr. [redacted] email me promptly with his decision. In light of the aforementioned information, I respectfully ask that this matter remain 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 [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Ms. [redacted] complaint. We are attempting to set service so we can have...
our service technician obtain pictures of the cook top issue. We have left Ms. [redacted] a message with the direct number to the service unit so we can schedule a service tech and are waiting for a call back. With that being said we would like to address Ms. [redacted] inaccuracies in her complaint. Ms. [redacted] did indeed purchase an oven, microwave, and refrigerator and cook top all on April 20, 2014 with a service agreement on each item. But it is important to note that Ms. [redacted] cancelled all but the cook top two days before delivery and was fully refunded for the oven, microwave and refrigerator as well as the service agreements she purchased for those items. Once we have obtained pictures of Ms. [redacted] cook top from a Sears’s service technician we will continue our research. 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]
August 28th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] / Yolanda J[redacted]
Via: Revdex.com website
Dear Ms. V[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.
We have reached an amicable resolution in regards to Ms. J[redacted]’ concern. A refund has been issued for Ms. J[redacted] Ms. J[redacted] can check with her bank in 5-7 business days for the funds. I advised Ms. J[redacted] that the reason for the incorrect name on the check was because the name was never updated from her father-in-law’s to the correct name that should be on repair account. I advised Ms. J[redacted] to update the information in order to prevent any confusion like this in the future.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. J[redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Yolanda J[redacted] Via: 1st Class Mail
November 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]- Jacob [redacted] Dear Mrs. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding his tire gauge. We...
have spoken with Mr. [redacted] in regard to this issue. As clarification, our Craftsman warranty does not note that a replacement will carry the same warranty as the original item. However, we have issued a check for the cost of gauge Mr. [redacted] purchased recently as a courtesy. In light of the aforementioned information, we respectfully ask that this matter be considered resolved. We apologize to Mr. [redacted] and we 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 Tammie.[redacted]@searshc.com [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] [redacted] Dear [redacted] We have completed our investigation of the [redacted] complaint regarding service on her washer. After discussing the...
issue with Ms. [redacted] and reviewing the service history we did move forward with repairs under the terms and conditions of the Sears Appliance Warranty. The repairs were completed on June 30, 2016 and it is our understanding that the washer is now working as designed. Since we have repaired the [redacted] washer and it is our understanding that no other actions or assistance is need at this time we have closed our case. We apologize to the [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and...
request for a refund. It is unfortunate that we failed Mr. [redacted] expectations and can understand his frustration with the series of events noted in his complaint. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we have decided to process an electronic return label. Mr. [redacted] may use this [redacted] label to return the merchandise and once the item is received back at Sears’ warehouse then I will issue a refund accordingly. Should Mr. [redacted] have any questions, he may contact me via email at [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 31, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Lee [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding a recent...
service call for his washer. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his washer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his 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 Mr. [redacted] concerns to the appropriate management team for further review. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. After reviewing Mr. [redacted] service orders, Ethel Graham with 7385 agreed to issue the requested refund. Accordingly, a refund request for $79.00 was submitted on October 28, 2016, so Mr. [redacted] should see a credit post to his Visa account ending in [redacted] in the next five to seven days. With that said, since we are providing Mr. [redacted] with his requested resolution, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding some patio furniture she ordered last...
summer. According to our notes, Ms. [redacted] was advised to return the set while the purchase fell under our return policy period, but she did not. We can try to get a lone chair form the vendor, but it may not be possible. If that is the case, we will setup a return as an exception to our return policy. We will notify Ms. [redacted] via email once the vendor has confirmed if they can ship a replacement chair. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 15, 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] rebuttal regarding her request for a refund for an air conditioner she purchased from a marketplace seller hosted on the Sears website. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with a seller hosted on the sears.com website. We value her patronage and can assure her that her concerns have been forwarded to management for review. It appears that although the seller did make attempts to reach Ms. [redacted] to assist in resolving her concern, she did not speak with them. Instead our records indicate that Sears received notification of a credit dispute from Ms. [redacted] credit provider. The original charge was reversed by the credit provider, which Sears agreed to allow. Therefore, Ms. [redacted] will not see a separate refund, since her account has already been credited the original charge amount. Ms. [redacted] is welcome to reply to the emails she has received from the seller or sears.com if she has any further questions about this issue. Since an equitable resolution has been provided, we have closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Hannah M[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her shovel. ...
Unfortunately, Ms. [redacted] local store had sold out of this particular shovel and they were not due to receive a shipment for 2 weeks. However, another local store, which was about 15 minutes away, had the item available, but Ms. [redacted] did not want to make the trip. In the interest of consumer satisfaction, a replacement shovel has been shipped to Ms. [redacted] home address free of charge. Accordingly, we ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [redacted] Tammie.[redacted]@searshc.com