August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] - Andrea [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's rebuttal to our response regarding her dissatisfaction that her microwave continues to have problems even after the recent repair was completed On August 4, we reached out to Ms [redacted] to discuss her concern regarding the microwaveShe stated that the microwave is making an electronic popping noiseMs [redacted] stated that since the microwave is working, she had not called for service because she was going to wait until it stopped workingMs [redacted] confirmed that the initial microwave that she purchased had the same electrical problem and it was replaced with the same modelDue to the previous history on the original model and the service history on its replacement, we offered to exchange the microhood at this time and Ms [redacted] accepted the offerWe provided Ms [redacted] with the authorization information and instructions for the replacement microhoodAfter the unit has been installed, the protection agreement will be transferred to the new model and will expire on September 7, With that being said, since the authorization for the replacement of the microhood is a resolution that met with Ms [redacted] 's approval, we have closed our file 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, Matilda [redacted] Regulatory Claims Specialist Sears Holdings Corporation 512- [redacted] matilda [redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a garage ready refrigerator purchased from SearsIf in the spring of 2017, Mr [redacted] refrigerator does not hold the temperatures that the unit is advertised to hold, Sears will pick up the refrigerator and refund in fullMr [redacted] has my contact information and has agreed to reach out to me if any he needs any further assistanceAlthough Mr [redacted] would prefer us to keep his case open, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr [redacted] has our written commitment to refund him in full if the refrigerator fails to meet his satisfactionTherefore we feel that keeping this case open during the interim is unwarrantedThat said we respectfully ask that this matter remain closed pending contact in the spring of We 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] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: The disclaimer is a preprinted smoke screenI ordered the product at 8:pm and two were available It's not feasible that two 3,refrigerators sold between 8:30.pm and the next morningA manager from another outlet store stated corporate gives and takes on a nightly basisThis is apparently what happened in this situationI want my refrigerator at the price paidThat's not too much to ask Sincerely, [redacted]
April 21, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. and Mrs. [redacted] complaint... regarding their TV. We apologize for the delay. It seems there was some confusion as to who would be issuing the replacement. However, our records show that Mr. and Mrs. [redacted] received their replacement TV on April 17, 2017 and they were given $100.00 worth of Shop Your Way Rewards points to use towards their purchase as a courtesy for the delay. Since we have fulfilled the terms of Mr. and Mrs. [redacted] service contract as noted above, we have close dour file. We apologize to Mr. and Mrs. [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 [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Roberta [redacted] # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that repairs to Ms [redacted] refrigerator were completed on September 29th when our technician leveled the refrigerator and adjusted the doorsLast week a new compressor and drier were installedIf Ms [redacted] has any additional concerns that need to be addressed regarding her refrigerator, I ask that she contact me directly at Adam[redacted] @searshc.comSince we have noted the completed repairs to Ms [redacted] refrigerator, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
September 28, 2016 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint because we have been unable to find... the service record in question under any of the phone numbers and addresses provided. We searched under the [redacted] address and did not find any dryer repair. We also checked under [redacted] and still could not find any record of a dryer repair. Ms. [redacted] is welcome to email me the phone number and/or address where the service occurred so that I can research to see if a refund is possible. I can be reached at [redacted] In the interim, since we remain willing to help but do not find any service orders under the information provided, we have closed our file pending Ms. [redacted] further response. We apologize to Ms. Boettger and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
August 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] * Rich C [redacted] Dear Ms [redacted] We have completed the investigation of MrC [redacted] ’s complaint regarding his recent online order experience and his request for a full 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 MrC [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn MrC [redacted] ’s case, the order was fulfilled by [redacted] located at [redacted] **Richmond TX 77406, [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 MrC [redacted] ’s 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, we can understand that the return window expired for MrC [redacted] due to the delivery delay by the sellerTherefore, we have issued a full refund of $back to the *** account ending in *** The credit will post to the account within to business daysFor MrC [redacted] ’s records the return receipt number is [redacted] In closure, since we have honored MrC [redacted] ’s requested resolution, 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
Revdex.com:I do accept the business response to my complaint but I am somewhat reluctant as I have not received my $check as of yet so I worry about that as I have been told many times by the company that the "check should be in the mail" I am hoping this time they follow through and live up to their promise I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
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 In spite of the fact that the Sears employee gave different information and that the receipt suggested negotiation I believed the negotiation clause covered what I had been told by the employee I appreciate the apology and accept that as the resolution of this case Sincerely, [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] - [redacted] M [redacted] Dear Ms [redacted] : We are currently working with Ms [redacted] regarding her service experience and the information she received regarding the first days coverage under the Sears Appliance Warranty We are waiting information from Ms [redacted] She has been provided with my directly contact informationWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted If Ms [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved We respectfully ask that this matter remain closed at this time We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] .L[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: First: There is NO"MrsPrado" involved! It is me, MRL [redacted] Second: I have NEVER requested a refund! Third: I have yet to speak with anyone from Sears, other than the telephone operator On January 12, a person who identified himself as "Barry, Dallas Manager" left a message for me to return his call at [redacted] Stating that my call would be forwarded to him On January 13, at 11:a.m., I returned the call and the operator told me he was out of the office on a job site would not return to his office until 5:p.m I inquired if he did not have a phone that he could be reached and she said, "Yes, please hold." She then came back and told me that she had left him a detailed message and he would call me back To date, I have not received a call back from him And most certainly I have NOT spoken to anyone from Sears Their stating that I have refused a call to return is down right UNTRUTHFUL! I called this morning, January 16, and the operator told me the offices were closed because of the holiday I was not satisfied with the work performed initially and I so noted it on the statement at the time that I paid Further, when I made the call to schedule the service call, I specifically stated to the operator that the outside vent was broken and I would like it replaced! She said she would make a note on the call When the tech showed up he knew nothing about it and said they did not do that but he could go buy one and replace it If they had told me that initially, I would perhaps had contacted some other service company My complaint is NOT that I want a refund, it's my concern that instead of cleaning out the vent, it was clogged up since they entered from the outside to the inside and did nothing in the interior where there is more likely to cause a fire That is what prompted my initial call on December 7th, which they never responded, and initiated my complaint with Revdex.com, because clothes are taking too long to dry causing me to use more energy and I didn't have that problem before Sears is being UNTRUTHFUL in their response to you Other than the message he left, when I was away from home, I have not spoken with anyone from Sears Sincerely, [redacted] ***
November 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have been unable to complete the investigation of [redacted] complaint regarding the problems she encountered with the delivery of her microwave/range combination[redacted] , Recovery Specialist for Delivery, made multiple attempts to contact [redacted] and left voicemails with her contact information Since she has not responded, we are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her She may contact Recovery Specialist [redacted] at [redacted] In the interim, we will consider this matter closed, pending her responseAgain, 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]
October 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Susan J [redacted] Dear [redacted] We have completed the investigation MsJ [redacted] complaint regarding her lease First of all, we want to note that [redacted] (WNLI) or [redacted] is an independent, third party entity and they administer the lease in question However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirementsA copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account Our Lease program is not a finance or lease to own program Rather, [redacted] purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five monthsUpon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item WNLI has reviewed its records and concluded it properly administered the lease but in regard to the refund, they have been trying to reach MsJ [redacted] as they need some information from her before they can issue the refundWe would suggest that MsJ [redacted] contact WNLI as soon as possible in order to facilitate her refund In light of the aforementioned information, we have closed our file We apologize and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Specialist, Regulatory Complaints [redacted]
September 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #94565416- Donna [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her patio furniture We have spoken with Numark, the vendor who manufactures the furniture Ms [redacted] purchasedThey have sent two chairs to Ms [redacted] and they should arrive shortlyIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) [redacted] Tammie [redacted] @searshc.com
March 31, [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 dishwasher and his request to have the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement dishwasherOur records show that Ms [redacted] purchased the Master Protection Agreement (MPA) on March 4, Within the last year, Mr [redacted] has had several service calls completed, but only two qualifying repairs On February 23, 2017, under service order [redacted] a case sensor was installed Under service order [redacted] (completed March 30, 2017), the technician installed a control board The repair completed on March 3, 2017, under service order [redacted] was only a hose adjustment; no parts were installed There were two other service calls on February 15, 2017, and March 8, 2017, but the service orders do not show that any repairs were completedAdditionally, Mr [redacted] mentions that a control board was previously installed; that repair was completed on October 30, 2015, approximately months ago While we understand that Mr [redacted] is frustrated and he feels that his dishwasher has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, Mr [redacted] dishwasher has only had two qualifying repairs within the last months Since we have explained why a replacement is currently not an option for Mr [redacted] and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
July 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the repair of her microwave We have reviewed Ms [redacted] service history and our records show that her repair that was scheduled for July 19, was cancelled as our offices called Ms [redacted] with no response for days Should Ms [redacted] still require repair, she should contact our repairs services at [redacted] That being said, because we have addressed Ms [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]
April 7, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #– Adrian L [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding his dissatisfaction with our customer service and non-receipt of his Sears Parts Direct order It is unfortunate that we failed Mr***’s expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we confirmed that Sears Parts Direct ordered a new part for Mr [redacted] on March 3, 2017, and it was delivered on March 9th Penny [redacted] , Senior Member Services Advocate, attempted to reach Mr [redacted] by telephone on April 7, 2017, to discuss his concerns and the discount he requested However, she left a message because Mr [redacted] could not be reached If Mr [redacted] would like to discuss his request, he may contact Ms [redacted] at [redacted] extension 18587, within fifteen business days of the date of this letter Until we have the opportunity to speak with Mr***, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed pending Mr***’s response, since we have attempted to reach him and noted his comments We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/04/15) */ April 15, [redacted] We have completed the investigation of [redacted] complaint regarding some points he is missing from a SYWR promotion he participated in First of all, we want to apologize to [redacted] a sit seems there was some sort of error and he was not added to the consumers in the program that were allotted the $per month automaticallyWe truly appreciate [redacted] patronage and his patience in dealing with this matterAs a gesture of our appreciation, we have issued $worth of points to [redacted] accountIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.Resolution Letter Detailed --$Sears store credit for refrigerator replacement Sincerely, Eunice [redacted]
April 6, [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 snow thrower First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his snow throwerWe sincerely apologize for any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance While a replacement is not an option at this time, as the snow thrower has not been deemed un-repairable under Mr [redacted] Repair Protection Agreement (RPA), we asked that the service unit send a senior technician to evaluate the unit Technical Manager [redacted] confirmed that the repair to the snow thrower was completed on March 27, 2017, with the installation of a new belt Additionally, for customer satisfaction, we have purchased a one-year extension to Mr [redacted] RPA; the coverage now expires on March 30, If Mr [redacted] has any questions regarding the RPA coverage, he can call our Protection Agreement department at [redacted] In the interim, since we have documented Mr [redacted] concerns with the repair process and we have completed the repair to his snow thrower, 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
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] - Andrea [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's rebuttal to our response regarding her dissatisfaction that her microwave continues to have problems even after the recent repair was completed On August 4, we reached out to Ms [redacted] to discuss her concern regarding the microwaveShe stated that the microwave is making an electronic popping noiseMs [redacted] stated that since the microwave is working, she had not called for service because she was going to wait until it stopped workingMs [redacted] confirmed that the initial microwave that she purchased had the same electrical problem and it was replaced with the same modelDue to the previous history on the original model and the service history on its replacement, we offered to exchange the microhood at this time and Ms [redacted] accepted the offerWe provided Ms [redacted] with the authorization information and instructions for the replacement microhoodAfter the unit has been installed, the protection agreement will be transferred to the new model and will expire on September 7, With that being said, since the authorization for the replacement of the microhood is a resolution that met with Ms [redacted] 's approval, we have closed our file 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, Matilda [redacted] Regulatory Claims Specialist Sears Holdings Corporation 512- [redacted] matilda [redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a garage ready refrigerator purchased from SearsIf in the spring of 2017, Mr [redacted] refrigerator does not hold the temperatures that the unit is advertised to hold, Sears will pick up the refrigerator and refund in fullMr [redacted] has my contact information and has agreed to reach out to me if any he needs any further assistanceAlthough Mr [redacted] would prefer us to keep his case open, our agreement with the Revdex.com restricts the length of time a complaint can remain openMr [redacted] has our written commitment to refund him in full if the refrigerator fails to meet his satisfactionTherefore we feel that keeping this case open during the interim is unwarrantedThat said we respectfully ask that this matter remain closed pending contact in the spring of We 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] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: The disclaimer is a preprinted smoke screenI ordered the product at 8:pm and two were available It's not feasible that two 3,refrigerators sold between 8:30.pm and the next morningA manager from another outlet store stated corporate gives and takes on a nightly basisThis is apparently what happened in this situationI want my refrigerator at the price paidThat's not too much to ask Sincerely, [redacted]
April 21, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. and Mrs. [redacted] complaint... regarding their TV. We apologize for the delay. It seems there was some confusion as to who would be issuing the replacement. However, our records show that Mr. and Mrs. [redacted] received their replacement TV on April 17, 2017 and they were given $100.00 worth of Shop Your Way Rewards points to use towards their purchase as a courtesy for the delay. Since we have fulfilled the terms of Mr. and Mrs. [redacted] service contract as noted above, we have close dour file. We apologize to Mr. and Mrs. [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 [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Roberta [redacted] # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that repairs to Ms [redacted] refrigerator were completed on September 29th when our technician leveled the refrigerator and adjusted the doorsLast week a new compressor and drier were installedIf Ms [redacted] has any additional concerns that need to be addressed regarding her refrigerator, I ask that she contact me directly at Adam[redacted] @searshc.comSince we have noted the completed repairs to Ms [redacted] refrigerator, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
September 28, 2016 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint because we have been unable to find... the service record in question under any of the phone numbers and addresses provided. We searched under the [redacted] address and did not find any dryer repair. We also checked under [redacted] and still could not find any record of a dryer repair. Ms. [redacted] is welcome to email me the phone number and/or address where the service occurred so that I can research to see if a refund is possible. I can be reached at [redacted] In the interim, since we remain willing to help but do not find any service orders under the information provided, we have closed our file pending Ms. [redacted] further response. We apologize to Ms. Boettger and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
August 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] * Rich C [redacted] Dear Ms [redacted] We have completed the investigation of MrC [redacted] ’s complaint regarding his recent online order experience and his request for a full 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 MrC [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn MrC [redacted] ’s case, the order was fulfilled by [redacted] located at [redacted] **Richmond TX 77406, [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 MrC [redacted] ’s 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, we can understand that the return window expired for MrC [redacted] due to the delivery delay by the sellerTherefore, we have issued a full refund of $back to the *** account ending in *** The credit will post to the account within to business daysFor MrC [redacted] ’s records the return receipt number is [redacted] In closure, since we have honored MrC [redacted] ’s requested resolution, 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
Revdex.com:I do accept the business response to my complaint but I am somewhat reluctant as I have not received my $check as of yet so I worry about that as I have been told many times by the company that the "check should be in the mail" I am hoping this time they follow through and live up to their promise I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
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 In spite of the fact that the Sears employee gave different information and that the receipt suggested negotiation I believed the negotiation clause covered what I had been told by the employee I appreciate the apology and accept that as the resolution of this case Sincerely, [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] - [redacted] M [redacted] Dear Ms [redacted] : We are currently working with Ms [redacted] regarding her service experience and the information she received regarding the first days coverage under the Sears Appliance Warranty We are waiting information from Ms [redacted] She has been provided with my directly contact informationWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted If Ms [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved We respectfully ask that this matter remain closed at this time We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted] .L[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: First: There is NO"MrsPrado" involved! It is me, MRL [redacted] Second: I have NEVER requested a refund! Third: I have yet to speak with anyone from Sears, other than the telephone operator On January 12, a person who identified himself as "Barry, Dallas Manager" left a message for me to return his call at [redacted] Stating that my call would be forwarded to him On January 13, at 11:a.m., I returned the call and the operator told me he was out of the office on a job site would not return to his office until 5:p.m I inquired if he did not have a phone that he could be reached and she said, "Yes, please hold." She then came back and told me that she had left him a detailed message and he would call me back To date, I have not received a call back from him And most certainly I have NOT spoken to anyone from Sears Their stating that I have refused a call to return is down right UNTRUTHFUL! I called this morning, January 16, and the operator told me the offices were closed because of the holiday I was not satisfied with the work performed initially and I so noted it on the statement at the time that I paid Further, when I made the call to schedule the service call, I specifically stated to the operator that the outside vent was broken and I would like it replaced! She said she would make a note on the call When the tech showed up he knew nothing about it and said they did not do that but he could go buy one and replace it If they had told me that initially, I would perhaps had contacted some other service company My complaint is NOT that I want a refund, it's my concern that instead of cleaning out the vent, it was clogged up since they entered from the outside to the inside and did nothing in the interior where there is more likely to cause a fire That is what prompted my initial call on December 7th, which they never responded, and initiated my complaint with Revdex.com, because clothes are taking too long to dry causing me to use more energy and I didn't have that problem before Sears is being UNTRUTHFUL in their response to you Other than the message he left, when I was away from home, I have not spoken with anyone from Sears Sincerely, [redacted] ***
November 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have been unable to complete the investigation of [redacted] complaint regarding the problems she encountered with the delivery of her microwave/range combination[redacted] , Recovery Specialist for Delivery, made multiple attempts to contact [redacted] and left voicemails with her contact information Since she has not responded, we are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her She may contact Recovery Specialist [redacted] at [redacted] In the interim, we will consider this matter closed, pending her responseAgain, 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]
October 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Susan J [redacted] Dear [redacted] We have completed the investigation MsJ [redacted] complaint regarding her lease First of all, we want to note that [redacted] (WNLI) or [redacted] is an independent, third party entity and they administer the lease in question However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirementsA copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account Our Lease program is not a finance or lease to own program Rather, [redacted] purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five monthsUpon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item WNLI has reviewed its records and concluded it properly administered the lease but in regard to the refund, they have been trying to reach MsJ [redacted] as they need some information from her before they can issue the refundWe would suggest that MsJ [redacted] contact WNLI as soon as possible in order to facilitate her refund In light of the aforementioned information, we have closed our file We apologize and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Specialist, Regulatory Complaints [redacted]
September 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #94565416- Donna [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her patio furniture We have spoken with Numark, the vendor who manufactures the furniture Ms [redacted] purchasedThey have sent two chairs to Ms [redacted] and they should arrive shortlyIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) [redacted] Tammie [redacted] @searshc.com
March 31, [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 dishwasher and his request to have the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement dishwasherOur records show that Ms [redacted] purchased the Master Protection Agreement (MPA) on March 4, Within the last year, Mr [redacted] has had several service calls completed, but only two qualifying repairs On February 23, 2017, under service order [redacted] a case sensor was installed Under service order [redacted] (completed March 30, 2017), the technician installed a control board The repair completed on March 3, 2017, under service order [redacted] was only a hose adjustment; no parts were installed There were two other service calls on February 15, 2017, and March 8, 2017, but the service orders do not show that any repairs were completedAdditionally, Mr [redacted] mentions that a control board was previously installed; that repair was completed on October 30, 2015, approximately months ago While we understand that Mr [redacted] is frustrated and he feels that his dishwasher has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, Mr [redacted] dishwasher has only had two qualifying repairs within the last months Since we have explained why a replacement is currently not an option for Mr [redacted] and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
July 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the repair of her microwave We have reviewed Ms [redacted] service history and our records show that her repair that was scheduled for July 19, was cancelled as our offices called Ms [redacted] with no response for days Should Ms [redacted] still require repair, she should contact our repairs services at [redacted] That being said, because we have addressed Ms [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]
April 7, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #– Adrian L [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding his dissatisfaction with our customer service and non-receipt of his Sears Parts Direct order It is unfortunate that we failed Mr***’s expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we confirmed that Sears Parts Direct ordered a new part for Mr [redacted] on March 3, 2017, and it was delivered on March 9th Penny [redacted] , Senior Member Services Advocate, attempted to reach Mr [redacted] by telephone on April 7, 2017, to discuss his concerns and the discount he requested However, she left a message because Mr [redacted] could not be reached If Mr [redacted] would like to discuss his request, he may contact Ms [redacted] at [redacted] extension 18587, within fifteen business days of the date of this letter Until we have the opportunity to speak with Mr***, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed pending Mr***’s response, since we have attempted to reach him and noted his comments We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/04/15) */ April 15, [redacted] We have completed the investigation of [redacted] complaint regarding some points he is missing from a SYWR promotion he participated in First of all, we want to apologize to [redacted] a sit seems there was some sort of error and he was not added to the consumers in the program that were allotted the $per month automaticallyWe truly appreciate [redacted] patronage and his patience in dealing with this matterAs a gesture of our appreciation, we have issued $worth of points to [redacted] accountIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.Resolution Letter Detailed --$Sears store credit for refrigerator replacement Sincerely, Eunice [redacted]
April 6, [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 snow thrower First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his snow throwerWe sincerely apologize for any inconvenience we may have caused Mr [redacted] Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance While a replacement is not an option at this time, as the snow thrower has not been deemed un-repairable under Mr [redacted] Repair Protection Agreement (RPA), we asked that the service unit send a senior technician to evaluate the unit Technical Manager [redacted] confirmed that the repair to the snow thrower was completed on March 27, 2017, with the installation of a new belt Additionally, for customer satisfaction, we have purchased a one-year extension to Mr [redacted] RPA; the coverage now expires on March 30, If Mr [redacted] has any questions regarding the RPA coverage, he can call our Protection Agreement department at [redacted] In the interim, since we have documented Mr [redacted] concerns with the repair process and we have completed the repair to his snow thrower, 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