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, Sami Y [redacted]
October 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #- John [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his inability to cancel a contract with NordicTrack by requesting to do so by writing this on a check payment made to his Sears branded credit card We would first like to clarify that Sears does not repair any NordicTrack merchandise, nor do we administer any of their service contractsHowever, because we believe that every customer should be given a choice on whether they want the peace of mind that comes with having extended warranty coverage, we do collect on NordicTrack's behalf the cost of their service agreementThe agreement given to the customer at the time of purchase clearly lays out how the contract works and how it can be canceledIn no instance, whether for this non-Sears NordicTrack contract, or even with Sears sold protection agreements, would we ask consumers to notify an unrelated credit group that they wanted to cancel their contract This is because Sears does not administer the accounts that are branded under Sears' nameOur credit portfolio was sold over years ago to Citigroup, and they administer all Sears branded accountsWe do not have transparency into their systems and they do not have transparency into oursSo when Mr [redacted] sent notification to Citi that he wanted to cancel his contract that was administered by NordicTrack, they would not have been able to do anythingNot to mention that it would still mean the charges would be on his account until NordicTrack received word that he wanted to cancel, at which time they would cancel and provide any refund he would be entitled to receive under the terms of their contract With that said, when Mr [redacted] contacted our customer support group to voice his dissatisfaction, we agreed as a one-time courtesy to issue him a refund for $and this was processed on September 30, Since it was our understanding that this accommodation met with his approval, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana[redacted] @searshc.com
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 It was actually March 2nd my son was able to pickup his Christmas present that was ordered December 2ndIt was suppose to be delivered to my local Home Store on December 10thIt Actually took exactly months to the day of when I ordered this item for it to be delivered.I give the credit to the local Sears Home store for me even receiving this If it wasn't for them I would still be be getting the same line from the Corporate sears.com Which was no item, No help, andno plan on getting it to me I have never seen a Corporation of this size with such poor customer service when not delivering an item that was purchased and paid for by a customer.I have been a life long Sears / Craftsman buyer, but after this experience I will think long and hard before ever purchasing another online item from Sears.com when it takes three months to receive an item that was suppose to be shipped and received to my Local home town store in days Two trips( Approximately miles round trip) to the store with them {Sears.com) promising me it was there before I went there to only find out it was never shipped.Approximately calls to Sears.com without any help.I want to thank Tambra A [redacted] the Sears District Manager, Tim B [redacted] , Owner of Fountain Hills, AZ Sears Home Town store , and the Staff at my Local Show Low AZ Home Town Store for their help in getting this to me.Thanks again for going above and beyond at the Home Town Sears level since Sears.com completely dropped the ball and never even acknowledged that Sincerely, ever John B [redacted] Former sears.com customer
May 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of M [redacted] complaint regarding her dissatisfaction with the multiple reschedules for the repair of her treadmill We apologize for the delay in responding to this complaintWe forwarded this matter to the Service Unit Manager for assistanceOur records indicate that our technician has ordered parts to repair the treadmill and the parts were delivered on May 12, M [redacted] appointment is currently scheduled for June 5, to install the partsWe have requested for a sooner service date from our service unit and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us additional time to come to a decisionIn the interim, should she have any questions, Ms [redacted] may contact me directly at [redacted] We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [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, John L***
August 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – James R [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’ complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr***’ expectations as we value his patronageWe 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 complaint filed, we found that Sears online issued a return label and we confirmed that the TV was returned on August 8, Therefore, we have submitted the refund request today and Mr [redacted] can expect to see a credit post to his account within to business daysFor Mr***’ records the return receipt number is [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 uponIn the interim, we have noted Mr***’ concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Kelley ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorSears has processed the in warranty exchange of Ms***’s refrigeratorThe new unit has been ordered and is scheduled to be delivered to her home on Friday, September 2ndAdditionally a $food loss reimbursement check has been requested and should be received by Ms [redacted] within 10-daysMs [redacted] has been advised via email that I will be out of the office as of tomorrow and returning September 8thIf any additional concerns arise, I will address those upon my returnSince we have noted the actions taken to resolve Ms***’s concerns, we ask that this complaint be closed pending further contactWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
May 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her inability to get her range repaired under a Home Warranty contract she has We would like to clarify the coverage in question since Ms [redacted] appears to be confused as to how it worksWe sell a whole home warranty coverage on all the basic appliances in the kitchenWhen it is purchased new, it does not take effect for days and all appliances are represented to be in good working orderOnce the days has passed, if an item breaks, the consumer just has to call the number for the warranty, and when the technician arrives, the consumer is always responsible for a co-pay of $and the rest of the repair is coveredThe contract is underwritten by [redacted] and sometimes Sears is dispatched for the service call but sometimes another provider isOn the dryer service Ms [redacted] mentions, we assume this would have been scheduled after her warranty took effect in March and that it was another company that came out since we do not have any records of this What we do have records of, is her range appointments that were all canceledThis includes her first range appointment that was set up when she bought the Home WarrantyWe do have a promotion whereby we offer to repair an appliance for a flat rate price as an incentive to purchase the Home Warranty coverage that will apply to the other appliances in the home and to protect the appliance being repaired once it is brought back to good working orderOn that first appointment, Ms [redacted] would have owed the flat rate fee to repair the range (we believe this was $at the time)Once that was paid, all repairs up to $would have been coveredIf the repair was over $or if the item could not be repaired, then she would have qualified for up to $towards a replacementIf that repair was successful for at least days, then future service calls could be scheduled on it for just a $co-pay With that said, we do not that Ms [redacted] ever paid the flat-rate labor to repair the range so any future calls would have been canceled as a pre-existingIf Ms [redacted] is willing to pay the flat rate labor rate for that very first service call which was actually being covered by Sears Home Services and not her Home Warranty, she is welcome to email me at [redacted] or call me at [redacted] so arrangements can be madeIn the interim, since we remain willing to repair under the original conditions that were offered, we have closed our file pending her response 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] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [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] ***
(The consumer indicated he/she ACCEPTED the response from the business.) I accept this as the business returned my moneyHOWEVER, I do not understand why Ms ***s continues to lieThe management at Sears who handled my case admitted there was an 'unusual glitch' in which my information was never transmitted and recorded properly on the Sears computer system which caused the problemsFor Ms ***s to publish a letter stating it is MY fault for not doing what I was supposed to do is frankly disgusting to me and should be an embarrassment to her and to SearsAppalling behavior once again from this company
Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a television ordered via [redacted] Sears has replaced the damaged television that was shipped to [redacted] homeAdditionally, [redacted] was provided with a sales adjustment for the inconvenience she has encounteredWe feel is it important to note that [redacted] has concerns with her Sears Credit Card accountThe Sears credit card is administered by [redacted] , not SearsTherefore any concerns with [redacted] Sears credit card will need to be addressed by [redacted] , not Sears [redacted] has also filed a complaint with [redacted] and has been assigned a case manager to assist in resolving her concernsAt this time, since we have replaced the television and [redacted] was provided with a sales adjustment for the inconvenience she has encountered, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [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 Sincerely, Anne B [redacted]
Complaint: [redacted] I am rejecting this response because:I did contact why not lease it and was told that they do not understand why sears would refer me to them for a refund or replacement, they are nothing more than a financial institution they do not deal with the product or warranties that is all through sears and it is their problem to solve They also told me that if someone from sears would like to call to confirm their roll in this they would be happy to talk with a store manager but thus far no manager from sears wants to call and talk to themI have been bounced back and forth from sears to why not lease it, to sears warranty, to samsung and back to sears again If no one wants to take responsibility for the damage that was clearly done either in manufacturing, during shipping to sears or done at the sears location by an associate then who is at fault and who am I supposed to call to get this remedied? Sincerely, [redacted]
July 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we provided regarding the problem he encountered when he attempted to return the Craftsman Scan Tool after the 30-day return period We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintThe copy of the receipt provided to Mr [redacted] states, “Most items have a return policy of days from the purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions apply ” Mr [redacted] had days to review the return policy as instructed on the receipt; and to inspect the tool, and return it if he was not satisfied with the purchaseAs previously stated, Mr [redacted] can still return to the store with the item and a copy of the receipt for a warranty exchange on the toolWhile we understand that he is dissatisfied with our return policy, his request for a refund has been deniedThe fact remains that he did not return within the day period to return the purchase for a refundAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease 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 11021801, and find that this resolution is satisfactory to me Sincerely, Alescha [redacted]
Complaint: [redacted] I'm rejecting this response because of extremely poor customer service, no ownership: Please refer to me as MS (I'm not a Mr.) Regardless of the disclaimer, I was the one who attempted on no less than + occasions to wade through your very poor customer service process with long extended hold times up to +hrs for each call trying to be a good customerIn addition to online chats, I advised every rep that I spoke with that I believed this was an error, I had concerns about purchasing itI wanted to have it updated before purchaseNot (1) of my calls or chats generated a fix, I started back in NOVEMBER! Wasted several hours of time, as I was remodeling my kitchen and needed a stoveThe error was not even fixed after my 5th call in December which was about 2.5+ hours on this call, and it's also when my complaint was filedAfter being on hold and transferred to the same departments over and overThe rep told me her supervisor indicated she had been on the line far to long and needed to disconnect the call but she would file the complaintI spoke with a couple of Managers which couldn't assist me even after I had purchased the item and had to return itI did not order the item until I had CONFIRMED, it was correct, even though I told them I was not confidentIt had not been fixed after I spoke with (3) Supervisors/ManagerI was finally PROMISED it was CORRECTI was sent a screen shot showing that the price and the item was indeed what I was orderingIn the end they said, the description and price was correctThe picture was notI was told on each call an IT request was placed to fix itI had to take the day off work, to return the incorrect itemI wasted hours of time for nothingIt's sad that a consumers time it not worth anythingA big company like this makes it extremely difficult to do business with themWhy purchase thier product when you can get it locally, with a company that provides excellent serviceThis was your error, its your CS escalation process which didn't workI would like a FULL refund, you still owe me $that was not paid to me, it was credited to my Sears chargeGood Service, Less excuses those are the companies which are going to still be here Sincerely, [redacted] ***
April 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr***’ rebuttal to the response we provided regarding the problems he encountered when he attempted to drop off his lawn mower for a warranty repair; as well as the customer service he received when he called in for assistance We have Mr [redacted] rebuttal, and we contacted him again to discuss his concern that the repair shop sprayed his mower with waterMr [redacted] stated that our response noted everything that had been previously discussed, but that we did not mention his concern that the mower was sprayed with waterWe apologized that it was not noted on our response because during our conversation Mr [redacted] mentioned that the technician was being nice and had sprayed water on the mower to clean it so that his vehicle would not get dirtyMr [redacted] stated that this was correct, but he did not understand why we would spray it with water when we he was told that the gas had waterWe advised Mr [redacted] that a mower can be carefully sprayed externally with water to clean off debris and we would not spray water into the engine or the gas tankWe asked Mr [redacted] if he was alleging that the repair shop added water in his gas tankMr [redacted] confirmed that he was not making that allegation, and only wanted an explanation As for the parts quoted, we explained that the quote is for parts that are typically replaced with a "water in the gas" issueHe would not be charged for parts that were not found damaged and that is why he was given a low end and high end quoteWhile we understand that Mr [redacted] was dissatisfied that the warranty repair claim was denied, the fact remains that our technician found water in the gas and the warranty will not cover preventive maintenance or repairs necessary due to improper fuel mixture, contaminated or stale fuelMr [redacted] request for an exchange has been deniedAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Alissa [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding coverage under her Sears Home Warranty We would first like to point out that Cross Country Home Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms [redacted] contract Upon receipt of Ms [redacted] complaint we reached out to Cross Country who is the administrator of the Sears Home Warranty service planCross Country has informed us that they have approved the plumbing claim and processed a reimbursement check for $This reimbursement check was processed on March 6, Ms [redacted] was also refunded one month premium in the amount of $on February 20, Ms [redacted] informed her case manager at Cross Country that she was no longer in need of further assistance in this matter therefore we have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L [redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service for his Kenmore Dryer Upon receipt of Mr [redacted] complaint, we found that he had previously been in contact with MrRobert [redacted] in our escalated complaint departmentMr [redacted] was able to set service for the dryer and that service was completed on February 13, Mr [redacted] confirmed with Mr [redacted] that the dryer was repairedIf Mr [redacted] is still in need of assistance he need only contact Mr [redacted] directly via email at [redacted] or by phone; [redacted] Since it is our understanding that Mr [redacted] issue has been addressed we have closed this complaint We apologize to Mr [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]
(The consumer indicated he/she ACCEPTED the response from the business.) I appreciate that SEARS finally resolved my refrigerator issueI do NOT appreciate all the effort that it took on my part to obtain this resolutionI feel there is a serious issue with SEARS customer service and had I not been persistent and unrelenting I would STILL be without a working refrigerator
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, Sami Y [redacted]
October 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #- John [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his inability to cancel a contract with NordicTrack by requesting to do so by writing this on a check payment made to his Sears branded credit card We would first like to clarify that Sears does not repair any NordicTrack merchandise, nor do we administer any of their service contractsHowever, because we believe that every customer should be given a choice on whether they want the peace of mind that comes with having extended warranty coverage, we do collect on NordicTrack's behalf the cost of their service agreementThe agreement given to the customer at the time of purchase clearly lays out how the contract works and how it can be canceledIn no instance, whether for this non-Sears NordicTrack contract, or even with Sears sold protection agreements, would we ask consumers to notify an unrelated credit group that they wanted to cancel their contract This is because Sears does not administer the accounts that are branded under Sears' nameOur credit portfolio was sold over years ago to Citigroup, and they administer all Sears branded accountsWe do not have transparency into their systems and they do not have transparency into oursSo when Mr [redacted] sent notification to Citi that he wanted to cancel his contract that was administered by NordicTrack, they would not have been able to do anythingNot to mention that it would still mean the charges would be on his account until NordicTrack received word that he wanted to cancel, at which time they would cancel and provide any refund he would be entitled to receive under the terms of their contract With that said, when Mr [redacted] contacted our customer support group to voice his dissatisfaction, we agreed as a one-time courtesy to issue him a refund for $and this was processed on September 30, Since it was our understanding that this accommodation met with his approval, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana[redacted] @searshc.com
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 It was actually March 2nd my son was able to pickup his Christmas present that was ordered December 2ndIt was suppose to be delivered to my local Home Store on December 10thIt Actually took exactly months to the day of when I ordered this item for it to be delivered.I give the credit to the local Sears Home store for me even receiving this If it wasn't for them I would still be be getting the same line from the Corporate sears.com Which was no item, No help, andno plan on getting it to me I have never seen a Corporation of this size with such poor customer service when not delivering an item that was purchased and paid for by a customer.I have been a life long Sears / Craftsman buyer, but after this experience I will think long and hard before ever purchasing another online item from Sears.com when it takes three months to receive an item that was suppose to be shipped and received to my Local home town store in days Two trips( Approximately miles round trip) to the store with them {Sears.com) promising me it was there before I went there to only find out it was never shipped.Approximately calls to Sears.com without any help.I want to thank Tambra A [redacted] the Sears District Manager, Tim B [redacted] , Owner of Fountain Hills, AZ Sears Home Town store , and the Staff at my Local Show Low AZ Home Town Store for their help in getting this to me.Thanks again for going above and beyond at the Home Town Sears level since Sears.com completely dropped the ball and never even acknowledged that Sincerely, ever John B [redacted] Former sears.com customer
May 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of M [redacted] complaint regarding her dissatisfaction with the multiple reschedules for the repair of her treadmill We apologize for the delay in responding to this complaintWe forwarded this matter to the Service Unit Manager for assistanceOur records indicate that our technician has ordered parts to repair the treadmill and the parts were delivered on May 12, M [redacted] appointment is currently scheduled for June 5, to install the partsWe have requested for a sooner service date from our service unit and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us additional time to come to a decisionIn the interim, should she have any questions, Ms [redacted] may contact me directly at [redacted] We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [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, John L***
August 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – James R [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’ complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr***’ expectations as we value his patronageWe 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 complaint filed, we found that Sears online issued a return label and we confirmed that the TV was returned on August 8, Therefore, we have submitted the refund request today and Mr [redacted] can expect to see a credit post to his account within to business daysFor Mr***’ records the return receipt number is [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 uponIn the interim, we have noted Mr***’ concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Kelley ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorSears has processed the in warranty exchange of Ms***’s refrigeratorThe new unit has been ordered and is scheduled to be delivered to her home on Friday, September 2ndAdditionally a $food loss reimbursement check has been requested and should be received by Ms [redacted] within 10-daysMs [redacted] has been advised via email that I will be out of the office as of tomorrow and returning September 8thIf any additional concerns arise, I will address those upon my returnSince we have noted the actions taken to resolve Ms***’s concerns, we ask that this complaint be closed pending further contactWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
May 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her inability to get her range repaired under a Home Warranty contract she has We would like to clarify the coverage in question since Ms [redacted] appears to be confused as to how it worksWe sell a whole home warranty coverage on all the basic appliances in the kitchenWhen it is purchased new, it does not take effect for days and all appliances are represented to be in good working orderOnce the days has passed, if an item breaks, the consumer just has to call the number for the warranty, and when the technician arrives, the consumer is always responsible for a co-pay of $and the rest of the repair is coveredThe contract is underwritten by [redacted] and sometimes Sears is dispatched for the service call but sometimes another provider isOn the dryer service Ms [redacted] mentions, we assume this would have been scheduled after her warranty took effect in March and that it was another company that came out since we do not have any records of this What we do have records of, is her range appointments that were all canceledThis includes her first range appointment that was set up when she bought the Home WarrantyWe do have a promotion whereby we offer to repair an appliance for a flat rate price as an incentive to purchase the Home Warranty coverage that will apply to the other appliances in the home and to protect the appliance being repaired once it is brought back to good working orderOn that first appointment, Ms [redacted] would have owed the flat rate fee to repair the range (we believe this was $at the time)Once that was paid, all repairs up to $would have been coveredIf the repair was over $or if the item could not be repaired, then she would have qualified for up to $towards a replacementIf that repair was successful for at least days, then future service calls could be scheduled on it for just a $co-pay With that said, we do not that Ms [redacted] ever paid the flat-rate labor to repair the range so any future calls would have been canceled as a pre-existingIf Ms [redacted] is willing to pay the flat rate labor rate for that very first service call which was actually being covered by Sears Home Services and not her Home Warranty, she is welcome to email me at [redacted] or call me at [redacted] so arrangements can be madeIn the interim, since we remain willing to repair under the original conditions that were offered, we have closed our file pending her response 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] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [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] ***
(The consumer indicated he/she ACCEPTED the response from the business.) I accept this as the business returned my moneyHOWEVER, I do not understand why Ms ***s continues to lieThe management at Sears who handled my case admitted there was an 'unusual glitch' in which my information was never transmitted and recorded properly on the Sears computer system which caused the problemsFor Ms ***s to publish a letter stating it is MY fault for not doing what I was supposed to do is frankly disgusting to me and should be an embarrassment to her and to SearsAppalling behavior once again from this company
Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a television ordered via [redacted] Sears has replaced the damaged television that was shipped to [redacted] homeAdditionally, [redacted] was provided with a sales adjustment for the inconvenience she has encounteredWe feel is it important to note that [redacted] has concerns with her Sears Credit Card accountThe Sears credit card is administered by [redacted] , not SearsTherefore any concerns with [redacted] Sears credit card will need to be addressed by [redacted] , not Sears [redacted] has also filed a complaint with [redacted] and has been assigned a case manager to assist in resolving her concernsAt this time, since we have replaced the television and [redacted] was provided with a sales adjustment for the inconvenience she has encountered, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [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 Sincerely, Anne B [redacted]
Complaint: [redacted] I am rejecting this response because:I did contact why not lease it and was told that they do not understand why sears would refer me to them for a refund or replacement, they are nothing more than a financial institution they do not deal with the product or warranties that is all through sears and it is their problem to solve They also told me that if someone from sears would like to call to confirm their roll in this they would be happy to talk with a store manager but thus far no manager from sears wants to call and talk to themI have been bounced back and forth from sears to why not lease it, to sears warranty, to samsung and back to sears again If no one wants to take responsibility for the damage that was clearly done either in manufacturing, during shipping to sears or done at the sears location by an associate then who is at fault and who am I supposed to call to get this remedied? Sincerely, [redacted]
July 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we provided regarding the problem he encountered when he attempted to return the Craftsman Scan Tool after the 30-day return period We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintThe copy of the receipt provided to Mr [redacted] states, “Most items have a return policy of days from the purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions apply ” Mr [redacted] had days to review the return policy as instructed on the receipt; and to inspect the tool, and return it if he was not satisfied with the purchaseAs previously stated, Mr [redacted] can still return to the store with the item and a copy of the receipt for a warranty exchange on the toolWhile we understand that he is dissatisfied with our return policy, his request for a refund has been deniedThe fact remains that he did not return within the day period to return the purchase for a refundAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease 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 11021801, and find that this resolution is satisfactory to me Sincerely, Alescha [redacted]
Complaint: [redacted] I'm rejecting this response because of extremely poor customer service, no ownership: Please refer to me as MS (I'm not a Mr.) Regardless of the disclaimer, I was the one who attempted on no less than + occasions to wade through your very poor customer service process with long extended hold times up to +hrs for each call trying to be a good customerIn addition to online chats, I advised every rep that I spoke with that I believed this was an error, I had concerns about purchasing itI wanted to have it updated before purchaseNot (1) of my calls or chats generated a fix, I started back in NOVEMBER! Wasted several hours of time, as I was remodeling my kitchen and needed a stoveThe error was not even fixed after my 5th call in December which was about 2.5+ hours on this call, and it's also when my complaint was filedAfter being on hold and transferred to the same departments over and overThe rep told me her supervisor indicated she had been on the line far to long and needed to disconnect the call but she would file the complaintI spoke with a couple of Managers which couldn't assist me even after I had purchased the item and had to return itI did not order the item until I had CONFIRMED, it was correct, even though I told them I was not confidentIt had not been fixed after I spoke with (3) Supervisors/ManagerI was finally PROMISED it was CORRECTI was sent a screen shot showing that the price and the item was indeed what I was orderingIn the end they said, the description and price was correctThe picture was notI was told on each call an IT request was placed to fix itI had to take the day off work, to return the incorrect itemI wasted hours of time for nothingIt's sad that a consumers time it not worth anythingA big company like this makes it extremely difficult to do business with themWhy purchase thier product when you can get it locally, with a company that provides excellent serviceThis was your error, its your CS escalation process which didn't workI would like a FULL refund, you still owe me $that was not paid to me, it was credited to my Sears chargeGood Service, Less excuses those are the companies which are going to still be here Sincerely, [redacted] ***
April 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr***’ rebuttal to the response we provided regarding the problems he encountered when he attempted to drop off his lawn mower for a warranty repair; as well as the customer service he received when he called in for assistance We have Mr [redacted] rebuttal, and we contacted him again to discuss his concern that the repair shop sprayed his mower with waterMr [redacted] stated that our response noted everything that had been previously discussed, but that we did not mention his concern that the mower was sprayed with waterWe apologized that it was not noted on our response because during our conversation Mr [redacted] mentioned that the technician was being nice and had sprayed water on the mower to clean it so that his vehicle would not get dirtyMr [redacted] stated that this was correct, but he did not understand why we would spray it with water when we he was told that the gas had waterWe advised Mr [redacted] that a mower can be carefully sprayed externally with water to clean off debris and we would not spray water into the engine or the gas tankWe asked Mr [redacted] if he was alleging that the repair shop added water in his gas tankMr [redacted] confirmed that he was not making that allegation, and only wanted an explanation As for the parts quoted, we explained that the quote is for parts that are typically replaced with a "water in the gas" issueHe would not be charged for parts that were not found damaged and that is why he was given a low end and high end quoteWhile we understand that Mr [redacted] was dissatisfied that the warranty repair claim was denied, the fact remains that our technician found water in the gas and the warranty will not cover preventive maintenance or repairs necessary due to improper fuel mixture, contaminated or stale fuelMr [redacted] request for an exchange has been deniedAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Alissa [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding coverage under her Sears Home Warranty We would first like to point out that Cross Country Home Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms [redacted] contract Upon receipt of Ms [redacted] complaint we reached out to Cross Country who is the administrator of the Sears Home Warranty service planCross Country has informed us that they have approved the plumbing claim and processed a reimbursement check for $This reimbursement check was processed on March 6, Ms [redacted] was also refunded one month premium in the amount of $on February 20, Ms [redacted] informed her case manager at Cross Country that she was no longer in need of further assistance in this matter therefore we have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L [redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service for his Kenmore Dryer Upon receipt of Mr [redacted] complaint, we found that he had previously been in contact with MrRobert [redacted] in our escalated complaint departmentMr [redacted] was able to set service for the dryer and that service was completed on February 13, Mr [redacted] confirmed with Mr [redacted] that the dryer was repairedIf Mr [redacted] is still in need of assistance he need only contact Mr [redacted] directly via email at [redacted] or by phone; [redacted] Since it is our understanding that Mr [redacted] issue has been addressed we have closed this complaint We apologize to Mr [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]
(The consumer indicated he/she ACCEPTED the response from the business.) I appreciate that SEARS finally resolved my refrigerator issueI do NOT appreciate all the effort that it took on my part to obtain this resolutionI feel there is a serious issue with SEARS customer service and had I not been persistent and unrelenting I would STILL be without a working refrigerator