Contact Name and Title: [redacted] Contact Email: [redacted] May 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding an alleged rude technician as well as service on her refrigerator Upon receiving Ms [redacted] complaint, we escalated her concerns to the service manager whoBecause of our employees' right to privacy, we are unable to share details of any disciplinary actions that may be taken; however, we can assure Ms [redacted] that this will be addressed in an appropriate manner with the responsible partiesIn the interim, regarding the repair of the refrigerator, we have agreed to replace the unit under its home warrantyThe local service unit will be contacting Ms [redacted] regarding the replacement procedureThat being said, because we are in the process of replacing Ms [redacted] refrigerator, we respectfully request this complaint be closed Again, 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 Complaints Specialist Direct Line: [redacted] Email: [redacted]
Final Consumer Response / [redacted] (2000, 5, 2015/08/20) */ I filed a case involving Sears Holding Group and I did finally receive my car seat yesterday via UPSI won't be purchasing anything from them again, but I am very happy to finally have my car seat so I can take my granddaughter placesMy complaint case number is XXXXXXXXThank you so very much for all your help [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/08/18) */ August 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: XXXXXXXX - [redacted] Dear Ms [redacted] We have completed the investigation of Ms[redacted] complaint regarding her customer experience upon delivery of her purchased treadmill It is unfortunate that we failed Ms[redacted] expectations when we did not complete the assembly of her purchased treadmillDue to a systems error, her delivery was not coded properly and we apologize for thisOur records also show that the haul away of Ms[redacted] existing treadmill was completed July For any inconvenience this may have caused, we issued a sales adjustment of $on August In addition, a $gift card was also provided to Ms[redacted] At this time, since the haul away of Ms[redacted] existing treadmill has been completed and we provided courtesy compensation was provided, we have closed our files We 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 XXX-XXX-XXXX [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sears did respond to the complaint and made compensation which is satisfactory
[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 Our records show that Mr [redacted] was assisted by on Executive Member Services, his case manager is Ms [redacted] Ms [redacted] r is currently waiting a follow up from Mr [redacted] to confirm that the credit of is reflected in his accountSears did replace his refrigerator that was delivered on April 26, Since Mr [redacted] issue has been addressed by our Executive Member Services department we have closed this case 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]
Complaint: [redacted] I am rejecting this response because:The lack of customer service by this company is appaullingThe company has not attempted to contact me to even try to make a resolutionDuring the time of the warranty, the company never resolved the issues with the fridge and never made the proper repairs to make it in full functioning orderFurthermore, Sears states that it records customer calls for customer service qualityIn the phone calls I am sure the company can review what was discussed on the numerous phone calls I placedI have contacted a [redacted] and it was made clear that a fridge should last more than sixteen days and has an intended usage life of seven to tenSears should be held accountable to repair the fridge since it was not properly fixed during the time it was coveredIf the fridge leaked, did not cool down, and caused food to perish within the first sixteen days and it is still doing it over an hour later, it is reasonable to conclude that the proper repairs were don't done by the service techniciansSears sold a malfunctioning unit and is now trying to get out of replacing itIt is bad business ethics and theft I also wanted to state that in my original email directly to Ms [redacted] , I made her aware that I preferred to be called Mrs [redacted] since I am marriedI also signed my last rebuttal with that Each time she has responded, she has made it her every intention to call me ms [redacted] It is rude and petty to be purposely undermined by this representativeI request that a different Sears rep handle this case from this point forward Thank you for your time, [redacted]
Complaint: [redacted] I am rejecting this response because: I was told that I would be receiving a new refrigerator they gave me a model number to search from [redacted] AppliancesI accepted the terms of the new refrigeratorIt was suppose to be ordered and delivered with to business daysThey mentioned if I wanted to cancel or the refrigerator didn't fit I would have to pay for the restocking feesWhich I accepted aswellYesterday 1/23/I received a call from the company that sets up the appoinments and deliverySusan mentioned that the service was cancelled and I would need to call Sears to reschedule or see whySo I called back and no one could give me a reason why it was cancelled and said that they would call back later with answersStill no call back, So this morning I called Susan back to see if the records has been updated she said she still shows a cancelled order from her end Sincerely, [redacted]
February 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #– Taylor [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mr***’s complaint regarding the problem he encountered when he attempted to schedule service for his microwave We made attempts to contact Mr [redacted] and left voicemails with our contact informationSince he has not responded, we are unable to resolve Mr***’s issue until we have the opportunity to discuss the matter with himHe may contact me at [redacted] In the interim, we will consider this matter closed, pending his response 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
September 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Arthur S [redacted] Dear [redacted] We have completed the investigation of MrS [redacted] complaint regarding the service he received on his washer MrS [redacted] felt that the damage to his washer was caused by the technician that came out to repair itA damage claim was opened with [redacted] our third-party claims administratorAfter determining the only item damaged was the washer itself, the claim was then turned over to Delores P***, at the local service unitIt is our understanding that Delores then handled the claim and made the decision on whether MrS [redacted] was entitled to any compensationIf MrS [redacted] never received a decision from Delores on the status of his claim, then he is welcome to call or email me for further assistanceIn the interim, since MrS [redacted] claim was handled through our claims process, we have closed our file We apologize to MrS [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana S [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
March 29, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mrs. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his missing refund. ... According to our records, Mr. [redacted] order has been fully refunded. Unfortunately, we have no way of replacing his order using the methods he mentions. It looks like the item is available right now for the same price. If Mr. [redacted] wishes to replace his order, we will gladly provide him with a credit for 10% of the price in Shop Your Way Rewards points as a courtesy if he will email the new order number. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #94569475-Monica [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her washer As Ms [redacted] noted, her washer was not included in the recall she mentionedIn fact, that recall was only for LG manufactured units and Ms [redacted] 's washer was manufactured by WhirlpoolHowever, Ms [redacted] has continued to insist that her issue must be relatedThat would be like saying an automobile manufacturer would need to repair all of their vehicles when a recall is only issued for a specific problem that is known to exist on a certain modelTypically, such recalls are limited to the models manufactured during certain time frames and it can be very specific down to the VIN numberWe sell dozens of models of washers every season under the Kenmore brand; the configurations, type of materials used and even the manufacturer can differThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failIn this case, we feel there could be external issues, which we will address in the next sectionThat said, we take the safety of our consumers very seriously and according to our notes, this incident was reported to the CPSC, which oversees recalls such as the one Ms [redacted] noted Excessive vibration can be caused by an uneven floor, which causes instability when the washer reaches the spin cycle and the high rpms required to wring the water out of the clothes are reachedThere is also the possibility of an issue with the shocks or the balance ring on the washerIn order to make a determination, a technician would need to examine the washerIt could be that one of these parts simply failed; it is a machine with mechanical, moving parts that are bound to break down over time and through useMs [redacted] s' warranty expired on February 8, and as such, she would be responsible for any repair or replacement costsFurthermore, our return policy stipulates that Ms [redacted] had days from the date of purchase to request a refund or exchange if dissatisfied; that period of time has long since elapsedAt this time, we are willing to waive the diagnosis fee we charge so that a technician can examine the unit and determine what the issue may beHe would then provide Ms [redacted] with an estimate for repair if there is a malfunctionIf Ms [redacted] chooses to proceed, we will waive the labor fees and she will only be responsible for the cost of any parts that may be neededAccording to our files, Ms [redacted] was also offered 20% off of a new washer purchased from SearsThat offer is also still valid if she would prefer that optionMs [redacted] may reach me during business hours at the email address listed below if she wishes to accept one of our offers within the next business days; after that, it will be null and voidIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] @searshc.com
October 13, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case No: [redacted] / [redacted] Via: n [redacted] @chicago.Revdex.com.org Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products, Inc (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate Pursuant to Mr [redacted] 's complaint, I have further researched the reason our Customer had to allegedly pay $for replacing a fanThe Master Protection agreement expired March, Additionally, the protection agreement was for the condenser that Mr [redacted] purchased from SHIPMr [redacted] did not purchase an air handler, which the fan motor is a part ofThe service technician would have not been looking at the air handler for anything, only the A/C part of the systemSHIP will not be offering to reimburse, or, compensate for the alleged service expenseIn addition, the 10% coupon that Mrand Mrs [redacted] mentioned during our conversation, are normally sent for advertising purpose and not meant for compensation At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs [redacted] as a customer and apologize for any frustrations or inconveniences they might have experiencedIf you have any questions or concerns, please contact me directly at [redacted] or via email at rogelia[redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
Complaint: [redacted] I am rejecting this response because: If Sears is refusing to even send out a repair persons to determine that they have sold me a defective washing machine ( their own product - a Kenmore) then I guess there is nothing else I can do Sears treats their customers poorly even if they have a legitimate complaint You have to admit, a washer that stops working times in years is at least worthy of Sears attention if only to correct something in the manufacture of this misfit of a washer My complaint is legitimate Sadly, the outcome of this is that I will never purchase from Sears again I'm sure you have heard that hundreds of times And sadly Sears does not care Sincerely, Patricia [redacted]
Complaint: [redacted] I am rejecting this response because:Time is valuableI have put HOURS into their mistakeCalls and facebook posts and messagesHad they NOT chosen to just ignore my FB messages I wouldve been able to return with in their SHORT return windowAlso I reached out just a few days after the purchaseIt was their mistake from the beginningIts their fault it's now out side of their return windowI gave them another chance only for my points to not be honored when I arrivedOnly to have to write another e-mail and be told I have accounts this shouldve been taken care of at the storeWhen I told them I had 40,points they just looked at me and laughed when I leftHow much of my time and effort shall I give to them for THEIR mistake? I initially asked for a refundGave them a second chance that failed so back to sq Allow me to return my items Sincerely, Monica ***
March 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – David L [redacted] Dear MsV [redacted] We have completed the investigation of MrL [redacted] complaint regarding his washer repairsUpon investigation, we found that MrL [redacted] did have his washer repaired multiple times, claiming that the washer was leakingHowever, each time a technician was dispatched, no leaks were foundAs a good will gesture, I offered to exchange his washer, which MrL [redacted] acceptedDelivery was completed on March 15, If MrL [redacted] should have any further concerns regarding this matter, he can contact me, Robert Z [redacted] directly at [redacted] or via email at Robert.Z***@ [redacted] In the interim, since we have replaced his washer, we have closed our file We apologize to MrL [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Robert Z***REGULATORY SPECIALIST, Regulatory Complaints Tell us why here
Complaint: [redacted] I am rejecting this response because Sears is not standing by the products they are selling They will not investigate whether the product installed was faultyA major household appliance should not need multiple repairs in three years if it is not faulty I will never purchase anything from Sears again Sincerely, Tiffany [redacted]
March 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent store visit [redacted] ***, Store Manager, provided the following response: We have spoken with [redacted] and she was provided with a resolution that she found to be acceptable Should [redacted] have any further concerns, I [redacted] may be reached during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Robert P [redacted] Dear [redacted] We have completed the investigation of MrP [redacted] complaint regarding his grill According to our records, arrangements have been made to provide MrPorcella with an exchange as a courtesyCurrently, the delivery date is scheduled for September 20, In light of the aforementioned information, we have closed our file We apologize to MrP [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Yes, as long as we receive the refund check promised we will be happy with the resolutionThanks
October 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding receiving an incorrect dishwasher Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Store General Manager of unit# *** Mr [redacted] called Ms [redacted] and apologized for the inconveniences that she has enduredHe scheduled a pick up of the dishwasher per her request and credited her account on 9/21/in the amount of $under salescheck# [redacted] That being said, because we have provided Ms [redacted] with his requested resolution, 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]
Contact Name and Title: [redacted] Contact Email: [redacted] May 7, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding an alleged rude technician as well as service on her refrigerator Upon receiving Ms [redacted] complaint, we escalated her concerns to the service manager whoBecause of our employees' right to privacy, we are unable to share details of any disciplinary actions that may be taken; however, we can assure Ms [redacted] that this will be addressed in an appropriate manner with the responsible partiesIn the interim, regarding the repair of the refrigerator, we have agreed to replace the unit under its home warrantyThe local service unit will be contacting Ms [redacted] regarding the replacement procedureThat being said, because we are in the process of replacing Ms [redacted] refrigerator, we respectfully request this complaint be closed Again, 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 Complaints Specialist Direct Line: [redacted] Email: [redacted]
Final Consumer Response / [redacted] (2000, 5, 2015/08/20) */ I filed a case involving Sears Holding Group and I did finally receive my car seat yesterday via UPSI won't be purchasing anything from them again, but I am very happy to finally have my car seat so I can take my granddaughter placesMy complaint case number is XXXXXXXXThank you so very much for all your help [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/08/18) */ August 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: XXXXXXXX - [redacted] Dear Ms [redacted] We have completed the investigation of Ms[redacted] complaint regarding her customer experience upon delivery of her purchased treadmill It is unfortunate that we failed Ms[redacted] expectations when we did not complete the assembly of her purchased treadmillDue to a systems error, her delivery was not coded properly and we apologize for thisOur records also show that the haul away of Ms[redacted] existing treadmill was completed July For any inconvenience this may have caused, we issued a sales adjustment of $on August In addition, a $gift card was also provided to Ms[redacted] At this time, since the haul away of Ms[redacted] existing treadmill has been completed and we provided courtesy compensation was provided, we have closed our files We 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 XXX-XXX-XXXX [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sears did respond to the complaint and made compensation which is satisfactory
[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 Our records show that Mr [redacted] was assisted by on Executive Member Services, his case manager is Ms [redacted] Ms [redacted] r is currently waiting a follow up from Mr [redacted] to confirm that the credit of is reflected in his accountSears did replace his refrigerator that was delivered on April 26, Since Mr [redacted] issue has been addressed by our Executive Member Services department we have closed this case 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]
Complaint: [redacted] I am rejecting this response because:The lack of customer service by this company is appaullingThe company has not attempted to contact me to even try to make a resolutionDuring the time of the warranty, the company never resolved the issues with the fridge and never made the proper repairs to make it in full functioning orderFurthermore, Sears states that it records customer calls for customer service qualityIn the phone calls I am sure the company can review what was discussed on the numerous phone calls I placedI have contacted a [redacted] and it was made clear that a fridge should last more than sixteen days and has an intended usage life of seven to tenSears should be held accountable to repair the fridge since it was not properly fixed during the time it was coveredIf the fridge leaked, did not cool down, and caused food to perish within the first sixteen days and it is still doing it over an hour later, it is reasonable to conclude that the proper repairs were don't done by the service techniciansSears sold a malfunctioning unit and is now trying to get out of replacing itIt is bad business ethics and theft I also wanted to state that in my original email directly to Ms [redacted] , I made her aware that I preferred to be called Mrs [redacted] since I am marriedI also signed my last rebuttal with that Each time she has responded, she has made it her every intention to call me ms [redacted] It is rude and petty to be purposely undermined by this representativeI request that a different Sears rep handle this case from this point forward Thank you for your time, [redacted]
Complaint: [redacted] I am rejecting this response because: I was told that I would be receiving a new refrigerator they gave me a model number to search from [redacted] AppliancesI accepted the terms of the new refrigeratorIt was suppose to be ordered and delivered with to business daysThey mentioned if I wanted to cancel or the refrigerator didn't fit I would have to pay for the restocking feesWhich I accepted aswellYesterday 1/23/I received a call from the company that sets up the appoinments and deliverySusan mentioned that the service was cancelled and I would need to call Sears to reschedule or see whySo I called back and no one could give me a reason why it was cancelled and said that they would call back later with answersStill no call back, So this morning I called Susan back to see if the records has been updated she said she still shows a cancelled order from her end Sincerely, [redacted]
February 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #– Taylor [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mr***’s complaint regarding the problem he encountered when he attempted to schedule service for his microwave We made attempts to contact Mr [redacted] and left voicemails with our contact informationSince he has not responded, we are unable to resolve Mr***’s issue until we have the opportunity to discuss the matter with himHe may contact me at [redacted] In the interim, we will consider this matter closed, pending his response 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) I accept due to getting my full refund of on the date of 09-11-
September 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Arthur S [redacted] Dear [redacted] We have completed the investigation of MrS [redacted] complaint regarding the service he received on his washer MrS [redacted] felt that the damage to his washer was caused by the technician that came out to repair itA damage claim was opened with [redacted] our third-party claims administratorAfter determining the only item damaged was the washer itself, the claim was then turned over to Delores P***, at the local service unitIt is our understanding that Delores then handled the claim and made the decision on whether MrS [redacted] was entitled to any compensationIf MrS [redacted] never received a decision from Delores on the status of his claim, then he is welcome to call or email me for further assistanceIn the interim, since MrS [redacted] claim was handled through our claims process, we have closed our file We apologize to MrS [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana S [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
March 29, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mrs. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his missing refund. ... According to our records, Mr. [redacted] order has been fully refunded. Unfortunately, we have no way of replacing his order using the methods he mentions. It looks like the item is available right now for the same price. If Mr. [redacted] wishes to replace his order, we will gladly provide him with a credit for 10% of the price in Shop Your Way Rewards points as a courtesy if he will email the new order number. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #94569475-Monica [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her washer As Ms [redacted] noted, her washer was not included in the recall she mentionedIn fact, that recall was only for LG manufactured units and Ms [redacted] 's washer was manufactured by WhirlpoolHowever, Ms [redacted] has continued to insist that her issue must be relatedThat would be like saying an automobile manufacturer would need to repair all of their vehicles when a recall is only issued for a specific problem that is known to exist on a certain modelTypically, such recalls are limited to the models manufactured during certain time frames and it can be very specific down to the VIN numberWe sell dozens of models of washers every season under the Kenmore brand; the configurations, type of materials used and even the manufacturer can differThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failIn this case, we feel there could be external issues, which we will address in the next sectionThat said, we take the safety of our consumers very seriously and according to our notes, this incident was reported to the CPSC, which oversees recalls such as the one Ms [redacted] noted Excessive vibration can be caused by an uneven floor, which causes instability when the washer reaches the spin cycle and the high rpms required to wring the water out of the clothes are reachedThere is also the possibility of an issue with the shocks or the balance ring on the washerIn order to make a determination, a technician would need to examine the washerIt could be that one of these parts simply failed; it is a machine with mechanical, moving parts that are bound to break down over time and through useMs [redacted] s' warranty expired on February 8, and as such, she would be responsible for any repair or replacement costsFurthermore, our return policy stipulates that Ms [redacted] had days from the date of purchase to request a refund or exchange if dissatisfied; that period of time has long since elapsedAt this time, we are willing to waive the diagnosis fee we charge so that a technician can examine the unit and determine what the issue may beHe would then provide Ms [redacted] with an estimate for repair if there is a malfunctionIf Ms [redacted] chooses to proceed, we will waive the labor fees and she will only be responsible for the cost of any parts that may be neededAccording to our files, Ms [redacted] was also offered 20% off of a new washer purchased from SearsThat offer is also still valid if she would prefer that optionMs [redacted] may reach me during business hours at the email address listed below if she wishes to accept one of our offers within the next business days; after that, it will be null and voidIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] @searshc.com
October 13, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case No: [redacted] / [redacted] Via: n [redacted] @chicago.Revdex.com.org Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products, Inc (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate Pursuant to Mr [redacted] 's complaint, I have further researched the reason our Customer had to allegedly pay $for replacing a fanThe Master Protection agreement expired March, Additionally, the protection agreement was for the condenser that Mr [redacted] purchased from SHIPMr [redacted] did not purchase an air handler, which the fan motor is a part ofThe service technician would have not been looking at the air handler for anything, only the A/C part of the systemSHIP will not be offering to reimburse, or, compensate for the alleged service expenseIn addition, the 10% coupon that Mrand Mrs [redacted] mentioned during our conversation, are normally sent for advertising purpose and not meant for compensation At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs [redacted] as a customer and apologize for any frustrations or inconveniences they might have experiencedIf you have any questions or concerns, please contact me directly at [redacted] or via email at rogelia[redacted] @searshomepro.com Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
Complaint: [redacted] I am rejecting this response because: If Sears is refusing to even send out a repair persons to determine that they have sold me a defective washing machine ( their own product - a Kenmore) then I guess there is nothing else I can do Sears treats their customers poorly even if they have a legitimate complaint You have to admit, a washer that stops working times in years is at least worthy of Sears attention if only to correct something in the manufacture of this misfit of a washer My complaint is legitimate Sadly, the outcome of this is that I will never purchase from Sears again I'm sure you have heard that hundreds of times And sadly Sears does not care Sincerely, Patricia [redacted]
Complaint: [redacted] I am rejecting this response because:Time is valuableI have put HOURS into their mistakeCalls and facebook posts and messagesHad they NOT chosen to just ignore my FB messages I wouldve been able to return with in their SHORT return windowAlso I reached out just a few days after the purchaseIt was their mistake from the beginningIts their fault it's now out side of their return windowI gave them another chance only for my points to not be honored when I arrivedOnly to have to write another e-mail and be told I have accounts this shouldve been taken care of at the storeWhen I told them I had 40,points they just looked at me and laughed when I leftHow much of my time and effort shall I give to them for THEIR mistake? I initially asked for a refundGave them a second chance that failed so back to sq Allow me to return my items Sincerely, Monica ***
March 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – David L [redacted] Dear MsV [redacted] We have completed the investigation of MrL [redacted] complaint regarding his washer repairsUpon investigation, we found that MrL [redacted] did have his washer repaired multiple times, claiming that the washer was leakingHowever, each time a technician was dispatched, no leaks were foundAs a good will gesture, I offered to exchange his washer, which MrL [redacted] acceptedDelivery was completed on March 15, If MrL [redacted] should have any further concerns regarding this matter, he can contact me, Robert Z [redacted] directly at [redacted] or via email at Robert.Z***@ [redacted] In the interim, since we have replaced his washer, we have closed our file We apologize to MrL [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Robert Z***REGULATORY SPECIALIST, Regulatory Complaints Tell us why here
Complaint: [redacted] I am rejecting this response because Sears is not standing by the products they are selling They will not investigate whether the product installed was faultyA major household appliance should not need multiple repairs in three years if it is not faulty I will never purchase anything from Sears again Sincerely, Tiffany [redacted]
March 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent store visit [redacted] ***, Store Manager, provided the following response: We have spoken with [redacted] and she was provided with a resolution that she found to be acceptable Should [redacted] have any further concerns, I [redacted] may be reached during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Robert P [redacted] Dear [redacted] We have completed the investigation of MrP [redacted] complaint regarding his grill According to our records, arrangements have been made to provide MrPorcella with an exchange as a courtesyCurrently, the delivery date is scheduled for September 20, In light of the aforementioned information, we have closed our file We apologize to MrP [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Yes, as long as we receive the refund check promised we will be happy with the resolutionThanks
October 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding receiving an incorrect dishwasher Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Store General Manager of unit# *** Mr [redacted] called Ms [redacted] and apologized for the inconveniences that she has enduredHe scheduled a pick up of the dishwasher per her request and credited her account on 9/21/in the amount of $under salescheck# [redacted] That being said, because we have provided Ms [redacted] with his requested resolution, 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]