Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Clyde [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal We have reviewed both our response and Mr [redacted] ’s rebuttal, and we do not find that he has brought any new information to his complaint While we understand that he was dissatisfied with the amount provided for to replace his vacuum cleaner the amount provided is in line with the Terms and conditions of his Master Protection AgreementThe case remains closed 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
January 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Cindy A B [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding the delay in receiving her purchased mattress set.We would first like to apologize that many factors resulted in the delay of completing the delivery of MsB [redacted] purchased mattress setWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand MsB [redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing MsB [redacted] complaint and our records, we were able to determine that due to a systems error, MsB [redacted] merchandise was not scheduled for delivery and we apologize for thisOur records also show that unfortunately MsB [redacted] decided to cancel her entire orderAs an apology, we issued her a $gift cardWe ask MsB [redacted] to allow 7-business days to arrive via *** It is our hope that MsB [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation but understand if this is not possibleAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
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, David S***
May 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the multiple repairs on her washer Upon receiving [redacted] complaint, we have reviewed her service history and can understand why she was frustrated with her experience We would like to note that Ms [redacted] previously filed a Revdex.com complaint under complaint# [redacted] where she posed a similar concern with multiple repairs We told her at that time, and would like to reiterate again, the she has not yet had functional failures which would qualify her for a replacement under its Master Protection Agreement (MPA) Ms [redacted] has had a MPA check on 7/25/which does not constitute as a functional failure She had repair on 8/01/where no parts were replaced and the technician instructed Ms [redacted] on how to properly clean the dispenser regularly This visit would not constitute as a functional failure Repair completed on 12/02/is considered as a functional failure as the wire harness was bad Repair has not been scheduled for 1/19/where several parts are to be replaced and this is also considered a functional failure We apologize that her washer has failed again and is currently awaiting parts for replacement After this repair, that will total functional failures under her MPA While we understand that she is dissatisfied with her washer, the fact remains that she does not qualify for a replacement under the MPA and will need to continue with repair under the terms of her MPA Because we have addressed [redacted] complaint, we respectfully request 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 Complaints Specialist [redacted]
December 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Ron N [redacted] Dear [redacted] We have completed the investigation of MrN [redacted] complaint regarding his dissatisfaction that his washer failed too soon and that his washer was not repaired in a timely manner We apologize that MrN [redacted] washer failed to meet his expectations and the problems he encountered when he requested warranty serviceWe understand how frustrating this can be to a consumer, especially when the product is only a few months oldWe reviewed the service history and case notes related to his washerDue to the part delay, on November 17, we contacted MrsN [redacted] and offered her a warranty exchange on the washerMrsN [redacted] made a selection and the replacement washer was delivered on November 24, With that being said, since we have addressed the issue brought forth in MrN [redacted] complaint, we have closed our file We apologize to MrN [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I understand completely that sometimes life happens and commitments must be brokenUnfortunately the entire process was one excuse after another and the only time anyone called was the technician at pm to cancelThe mere concept that I would accept a measly $discount after I lost $in wage from having to take half a day off for nada just to reschedule an appointment with a company who has a track record of NOT meeting appointments is maddeningThe odds of me accepting such a trite compensation is about as high as me offering SEARS $to send a representative to my house for an apology and them accepting...so in other words 0% Please close this case as the very next day I called a local company who was able to come out the very same day within a hour windowGuess what...THEY HONORED THIER PROMISE!!Contact me directly if you would like the company's name and number to get some business A technician showed up and diagnosed the issue, ordered the part on the spot and scheduled a install date days later all for $less service charge than SEARS charges TO SEARS I say thank you and buh bye
February 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding her dryer repair It is unfortunate that we failed Ms [redacted] ’s expectations when she recently contacted Sears Home Services to repair her dryerWe value Ms [redacted] ’s patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Due to the issues Ms [redacted] was experiencing with [redacted] , an authorized service provider, a Sears technician was scheduled to complete the repair of her dryer On January 31, 2017, the technician found the thermal cut-off needed to be reset Once the reset was completed, the dryer was tested and found to be operating properly While we understand that Ms [redacted] would like her washer and dryer replaced, the Master Protection Agreement (MPA) carried on the units provides for the repair of the covered products A replacement is only offered when certain criteria have been met Neither the washer nor dryer have met the requirements for replacement as outlined within the MPAWith that said, since the repair to Ms [redacted] ’s dryer has been completed, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
September 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent purchase As clarification, our records reflect that the recliner Ms [redacted] was provided with was newThere may have been some shipping tag attached from our warehouse, but it was not previously usedWhen asked to produce the receipt that is claimed as proof of being previously sold, our request was declinedAdditionally, our facility is regularly scheduled for inspections and pest control treatments if necessaryThere have been no issues recordedFinally, our return policy clearly notes: “Indoor upholstered furniture, including recliners and sofas, and delivered wood furniture must be returned within days of the delivery date.” As such, we are unable to grant Ms [redacted] request and 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] Specialist, Regulatory Complaints [redacted]
[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] s complaint regarding Sears Home Services and repairs to his washer We have provided [redacted] with a store credit in the amount he paid for his [redacted] washer in November As a gesture of good faith we provided an additional $We have ordered a [redacted] front load washer, which will be delivered on Wednesday, October 28, Since it is my understanding that [redacted] was satisfied with the actions taken by Sears to resolve his complaint, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
July 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Shemaria [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the delay she experienced on her refrigerator As clarification, Cross Country Home Services is the administrator of Ms [redacted] extended warrantyShe would need to contact them regarding her request for any compensation for the loss of use of her unit as her manufacturer’s warranty makes no such provisionsWe attempt to expedite repair such as these with a source of refrigeration, but it is not always possibleIn the end, we were able to move the service date of the final appointment up days and our records reflect that Ms [redacted] repair was finalized on July 10, Since we have fulfilled the terms of Ms [redacted] manufacturer’s warranty, which was our only obligation in this matter, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie [redacted] @searshc.com
July 5, [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 his dissatisfaction that his washer failed too soon and the problems he encountered when he attempted to schedule warranty service We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintMr [redacted] agreed to the exchange of his washer and it was scheduled for June 29, We apologize that our delivery team was running late on the day of the delivery and any inconvenience this may have caused Mr [redacted] As with any delivery oriented industry, there is always going to be the possibility that an appointment might take longer than expected which may delay a scheduled delivery time frameWe reached out to our Delivery Escalations Team and a follow up was made with Mrs [redacted] She confirmed that the delivery of the washer was completed and successfulWhile we understand that Mr [redacted] was dissatisfied that the delivery of the washer was late, the fact remains that the delivery of the new washer was completed on June 29, Since we have addressed the issue brought forth in Mr [redacted] complaint, 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]
January 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his refrigerator repair It is unfortunate that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance Mr [redacted] was already scheduled for service on December 30, 2016, but we wanted to ensure that the call would be monitored Our records show that the repair to Mr [redacted] refrigerator was completed on December 30th with the installation of a control board, duct assembly and control assembly With that said, since we have documented Mr [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
July 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the estimate we gave him for repairs to his riding lawn mowerOur records indicate that while Mr [redacted] riding mower is still covered under a year manufacturer’s warranty, when we examined the mower on May 5, 2016, we found that the deck had been damaged via some sort of accident or impactThis meant that any repair necessary would not be covered nor was our in-home visit since the failure was not due to a defect in material or workmanshipThe fact is that our technicians get paid the same whether we have a big repair or a small repair and whether it is covered under warranty or paid for as a collect callThere is no reason for them to “milk” a complaint or give a diagnosis that is not correct simply to charge more money; the technician would not benefit in anyway With that said, if Mr [redacted] could email me at [redacted] or fax me at [redacted] a copy of the repair bill from the other company, then after reviewing it we might consider issuing him a refund for the trip/diagnostic fee he was assessedUntil we receive that bill though, we can make no promisesIn the interim, since we have explained why Mr [redacted] was charged for our visit, and we are willing to issue a refund if in fact the repair bill supports his contention that our diagnosis was incorrect, we have closed our file for now pending the submission of the requested paperworkWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
May 24, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL *** [redacted] Dear [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Auto Center Manager of unit# *** Mr [redacted] has attempted to reach Ms [redacted] telephone and has left contact information on her voicemail; however, at this time she has not responded We are unable to resolve Ms [redacted] issue until we have the opportunity to discuss the matter with her She may contact Mr [redacted] at [redacted] at her earliest convenience if she still requires assistance with her issue In the interim, we will consider Ms [redacted] matter closed, pending her response We apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints 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, Thomas [redacted]
April 25, [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 recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] Trade located at [redacted] Miami FL 33125, Email: sales [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we show that Sears Online issued a [redacted] return label and the merchandise was returned to the sellerTherefore, we submitted a request to issue the full refund accordinglyFor Ms [redacted] records a refund was issued under return receipt number [redacted] for $and the shipping refund under return receipt number [redacted] for $The refund will post to the [redacted] account within to business daysIn closure, since a full refund has been provided to Ms [redacted] , we have closed our file 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
January 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and his request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MrThompson placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by ***.com located at [redacted] ***, Round Rock TX [redacted] Email: US_ [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that seller ***.com processed a refund on December 26, 2016, for $accordinglyFor Mr [redacted] records the return receipt number is [redacted] In closure, as this decision is in accordance to our posted terms and conditions, we have closed our file 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
June 16, [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 recent online order experience and request for a refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted We truly regret any inconvenience --- may have experienced After reviewing the notes in her order we found that Sears Online processed a replacement refund gift card on June 2, 2016, for $Ms [redacted] should receive the gift card in the mail within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon In the interim, we have noted Ms [redacted] concerns and 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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 [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Clyde [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal We have reviewed both our response and Mr [redacted] ’s rebuttal, and we do not find that he has brought any new information to his complaint While we understand that he was dissatisfied with the amount provided for to replace his vacuum cleaner the amount provided is in line with the Terms and conditions of his Master Protection AgreementThe case remains closed 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
January 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Cindy A B [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding the delay in receiving her purchased mattress set.We would first like to apologize that many factors resulted in the delay of completing the delivery of MsB [redacted] purchased mattress setWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand MsB [redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing MsB [redacted] complaint and our records, we were able to determine that due to a systems error, MsB [redacted] merchandise was not scheduled for delivery and we apologize for thisOur records also show that unfortunately MsB [redacted] decided to cancel her entire orderAs an apology, we issued her a $gift cardWe ask MsB [redacted] to allow 7-business days to arrive via *** It is our hope that MsB [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation but understand if this is not possibleAt this time, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
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, David S***
May 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the multiple repairs on her washer Upon receiving [redacted] complaint, we have reviewed her service history and can understand why she was frustrated with her experience We would like to note that Ms [redacted] previously filed a Revdex.com complaint under complaint# [redacted] where she posed a similar concern with multiple repairs We told her at that time, and would like to reiterate again, the she has not yet had functional failures which would qualify her for a replacement under its Master Protection Agreement (MPA) Ms [redacted] has had a MPA check on 7/25/which does not constitute as a functional failure She had repair on 8/01/where no parts were replaced and the technician instructed Ms [redacted] on how to properly clean the dispenser regularly This visit would not constitute as a functional failure Repair completed on 12/02/is considered as a functional failure as the wire harness was bad Repair has not been scheduled for 1/19/where several parts are to be replaced and this is also considered a functional failure We apologize that her washer has failed again and is currently awaiting parts for replacement After this repair, that will total functional failures under her MPA While we understand that she is dissatisfied with her washer, the fact remains that she does not qualify for a replacement under the MPA and will need to continue with repair under the terms of her MPA Because we have addressed [redacted] complaint, we respectfully request 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 Complaints Specialist [redacted]
December 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Ron N [redacted] Dear [redacted] We have completed the investigation of MrN [redacted] complaint regarding his dissatisfaction that his washer failed too soon and that his washer was not repaired in a timely manner We apologize that MrN [redacted] washer failed to meet his expectations and the problems he encountered when he requested warranty serviceWe understand how frustrating this can be to a consumer, especially when the product is only a few months oldWe reviewed the service history and case notes related to his washerDue to the part delay, on November 17, we contacted MrsN [redacted] and offered her a warranty exchange on the washerMrsN [redacted] made a selection and the replacement washer was delivered on November 24, With that being said, since we have addressed the issue brought forth in MrN [redacted] complaint, we have closed our file We apologize to MrN [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) I understand completely that sometimes life happens and commitments must be brokenUnfortunately the entire process was one excuse after another and the only time anyone called was the technician at pm to cancelThe mere concept that I would accept a measly $discount after I lost $in wage from having to take half a day off for nada just to reschedule an appointment with a company who has a track record of NOT meeting appointments is maddeningThe odds of me accepting such a trite compensation is about as high as me offering SEARS $to send a representative to my house for an apology and them accepting...so in other words 0% Please close this case as the very next day I called a local company who was able to come out the very same day within a hour windowGuess what...THEY HONORED THIER PROMISE!!Contact me directly if you would like the company's name and number to get some business A technician showed up and diagnosed the issue, ordered the part on the spot and scheduled a install date days later all for $less service charge than SEARS charges TO SEARS I say thank you and buh bye
February 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’s complaint regarding her dryer repair It is unfortunate that we failed Ms [redacted] ’s expectations when she recently contacted Sears Home Services to repair her dryerWe value Ms [redacted] ’s patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Due to the issues Ms [redacted] was experiencing with [redacted] , an authorized service provider, a Sears technician was scheduled to complete the repair of her dryer On January 31, 2017, the technician found the thermal cut-off needed to be reset Once the reset was completed, the dryer was tested and found to be operating properly While we understand that Ms [redacted] would like her washer and dryer replaced, the Master Protection Agreement (MPA) carried on the units provides for the repair of the covered products A replacement is only offered when certain criteria have been met Neither the washer nor dryer have met the requirements for replacement as outlined within the MPAWith that said, since the repair to Ms [redacted] ’s dryer has been completed, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
September 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent purchase As clarification, our records reflect that the recliner Ms [redacted] was provided with was newThere may have been some shipping tag attached from our warehouse, but it was not previously usedWhen asked to produce the receipt that is claimed as proof of being previously sold, our request was declinedAdditionally, our facility is regularly scheduled for inspections and pest control treatments if necessaryThere have been no issues recordedFinally, our return policy clearly notes: “Indoor upholstered furniture, including recliners and sofas, and delivered wood furniture must be returned within days of the delivery date.” As such, we are unable to grant Ms [redacted] request and 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] Specialist, Regulatory Complaints [redacted]
[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] s complaint regarding Sears Home Services and repairs to his washer We have provided [redacted] with a store credit in the amount he paid for his [redacted] washer in November As a gesture of good faith we provided an additional $We have ordered a [redacted] front load washer, which will be delivered on Wednesday, October 28, Since it is my understanding that [redacted] was satisfied with the actions taken by Sears to resolve his complaint, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
July 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Shemaria [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the delay she experienced on her refrigerator As clarification, Cross Country Home Services is the administrator of Ms [redacted] extended warrantyShe would need to contact them regarding her request for any compensation for the loss of use of her unit as her manufacturer’s warranty makes no such provisionsWe attempt to expedite repair such as these with a source of refrigeration, but it is not always possibleIn the end, we were able to move the service date of the final appointment up days and our records reflect that Ms [redacted] repair was finalized on July 10, Since we have fulfilled the terms of Ms [redacted] manufacturer’s warranty, which was our only obligation in this matter, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie [redacted] @searshc.com
July 5, [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 his dissatisfaction that his washer failed too soon and the problems he encountered when he attempted to schedule warranty service We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintMr [redacted] agreed to the exchange of his washer and it was scheduled for June 29, We apologize that our delivery team was running late on the day of the delivery and any inconvenience this may have caused Mr [redacted] As with any delivery oriented industry, there is always going to be the possibility that an appointment might take longer than expected which may delay a scheduled delivery time frameWe reached out to our Delivery Escalations Team and a follow up was made with Mrs [redacted] She confirmed that the delivery of the washer was completed and successfulWhile we understand that Mr [redacted] was dissatisfied that the delivery of the washer was late, the fact remains that the delivery of the new washer was completed on June 29, Since we have addressed the issue brought forth in Mr [redacted] complaint, 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]
(The consumer indicated he/she ACCEPTED the response from the business.) we now have the new air conditionerThank you for all your help
January 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his refrigerator repair It is unfortunate that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance Mr [redacted] was already scheduled for service on December 30, 2016, but we wanted to ensure that the call would be monitored Our records show that the repair to Mr [redacted] refrigerator was completed on December 30th with the installation of a control board, duct assembly and control assembly With that said, since we have documented Mr [redacted] concerns with the repair process and completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
July 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the estimate we gave him for repairs to his riding lawn mowerOur records indicate that while Mr [redacted] riding mower is still covered under a year manufacturer’s warranty, when we examined the mower on May 5, 2016, we found that the deck had been damaged via some sort of accident or impactThis meant that any repair necessary would not be covered nor was our in-home visit since the failure was not due to a defect in material or workmanshipThe fact is that our technicians get paid the same whether we have a big repair or a small repair and whether it is covered under warranty or paid for as a collect callThere is no reason for them to “milk” a complaint or give a diagnosis that is not correct simply to charge more money; the technician would not benefit in anyway With that said, if Mr [redacted] could email me at [redacted] or fax me at [redacted] a copy of the repair bill from the other company, then after reviewing it we might consider issuing him a refund for the trip/diagnostic fee he was assessedUntil we receive that bill though, we can make no promisesIn the interim, since we have explained why Mr [redacted] was charged for our visit, and we are willing to issue a refund if in fact the repair bill supports his contention that our diagnosis was incorrect, we have closed our file for now pending the submission of the requested paperworkWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
May 24, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL *** [redacted] Dear [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Auto Center Manager of unit# *** Mr [redacted] has attempted to reach Ms [redacted] telephone and has left contact information on her voicemail; however, at this time she has not responded We are unable to resolve Ms [redacted] issue until we have the opportunity to discuss the matter with her She may contact Mr [redacted] at [redacted] at her earliest convenience if she still requires assistance with her issue In the interim, we will consider Ms [redacted] matter closed, pending her response We apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints 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, Thomas [redacted]
April 25, [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 recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] Trade located at [redacted] Miami FL 33125, Email: sales [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we show that Sears Online issued a [redacted] return label and the merchandise was returned to the sellerTherefore, we submitted a request to issue the full refund accordinglyFor Ms [redacted] records a refund was issued under return receipt number [redacted] for $and the shipping refund under return receipt number [redacted] for $The refund will post to the [redacted] account within to business daysIn closure, since a full refund has been provided to Ms [redacted] , we have closed our file 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
January 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and his request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MrThompson placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by ***.com located at [redacted] ***, Round Rock TX [redacted] Email: US_ [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that seller ***.com processed a refund on December 26, 2016, for $accordinglyFor Mr [redacted] records the return receipt number is [redacted] In closure, as this decision is in accordance to our posted terms and conditions, we have closed our file 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
June 16, [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 recent online order experience and request for a refund It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted We truly regret any inconvenience --- may have experienced After reviewing the notes in her order we found that Sears Online processed a replacement refund gift card on June 2, 2016, for $Ms [redacted] should receive the gift card in the mail within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon In the interim, we have noted Ms [redacted] concerns and 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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 [redacted]