July 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] *omplaint regarding the charges he was assessed for the first visit on his washer and his request to receive a refund for those moniesAs clarification all of our repairs come with a 90-day guarantee, including any of our trip/diagnostic fees, and when a return visit is scheduled within that time-frame, those charges would not be assessed againIn Mr [redacted] *ase though, it appears that he was just outside that timeframe when he contacted us on June 3rdRegardless of this though, the technician that totaled up the charges, still provided at least a discount on the trip/diagnostic fee of $39.50; this was separate from the 20% discount he took off the cost of the parts and the laborSo Mr [redacted] had already received credit back for $of the $we previously collected, leaving only a disputed amount of $While he was technically no longer under our guarantee and therefore not entitled to a refund even of that remaining amount, as a courtesy we have issued Mr [redacted] a mailed bank check for $19.75; it is being sent to the same address listed on this complaint and he should receive it within the next 2-weeksIn the interim, since this will mean Mr [redacted] has now been refunded in full for the $collected on the first service call, we have closed our fileWe 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]
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, Bonnie ***
Revdex.com: Complaint # [redacted] Dear [redacted] I am writing to thank you for mediating my complaint with the business, and for the timely and professional correspondenceAs an individual consumer, I am very appreciative of advocacy organizations, like the Revdex.com, which provide assistance with matters of business oversight, fairness, and accountabilityAfter reading the detailed response from the business representative, [redacted] t, I am now aware of the disclaimer and accepted terms of useI appreciate this being brought to my attention, though such disclaimers are often difficult for the consumer to decipherI do appreciate the gesture of the courtesy offer, and thank the representative accordingly.I would like to briefly respond to the claims addressed in the business letter, as I found this to have a disconnect from the consumer perspectiveAs stipulated in the letter, the company disclaimer is justified as the means to protect monetary interests; concerns of potential loses are cited, due to a possible mistake in an advertisement posted onlineBut, this citing does not address the issue of my complaint: it was solely based on a falsely advertised product description, and not on priceThis kind of mistake, protected by a disclaimer, could absolve a business from all malfeasance, such as defective merchandise that could result in accidents or injuryIn addition, this falsely advertised product that was posted on Kmart.com has an existing customer review that addresses my claim: the bicycle frame is constructed of steel, and not aluminumThis review has a post date of Dec 2015, and I would hope that this business would make it a common practice to read customer reviews/concerns and have quality assurance over their advertisingIn addition, when I originally contacted the supervisor division at Kmart.com, I was told that the advertised mistake was with the manufacturerFor several days afterwards, I replied to the Kmart supervisor with the manufacturers response: it was Kmart's mistake in describing the itemI never received a response back, and decided at that point to contact the Revdex.com for assistanceThe decision to change the description of the bike resulted from my own investigation, and this could have been resolved without further intervention from the Revdex.com.In the overall scope, my complaint serves as an example of how much work and determination it takes to resolve a minor dispute with business practiceI understand that mistakes can happen, and I appreciate that the courtesy offer was voluntaryBut, while the company disclosure may be a valid claim in terms of business interests and profit, I believe it is inconsiderate in terms of fairness, as well as treating customers as valuable as merchandiseI would hope that a business, such as this one, would adhere to these principles in the growing disconnect with consumers like myself.Sincerely [redacted] ***
January 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Miss [redacted] complaint regarding her recent online layaway order experience and her request for a refund It is unfortunate that we failed Miss [redacted] expectations when she received a damaged product and attempted to return the item to her local SearsWe value Miss [redacted] patronage and can understand how the series of events noted 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 avertedAfter reviewing the notes in the order, we found that Sears Online issued a return label several times however Miss [redacted] never received themTherefore, she returned the merchandise on her own and received a full refund of $in the form of a check which was processed on January 11, 2017, under return receipt number [redacted] Additionally, we hope that in the future Miss [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould Miss [redacted] have any questions, she may contact us via email at [redacted] In the interim, we have noted Miss [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsS [redacted] complaint regarding the performance of her washer and the repairs to her dryer.We would first like to address MsS [redacted] concerns regarding her washerMany washers made in the last years are vastly different, and operate differently, than washers used toSo for MsS [redacted] to say that she knows how much detergent to use since she has been washing clothes for a long time, does not mean she is using the right quantity or typeIn most cases, when there is soap debris on the clothes after washing it can be attributed to the following causes:Using the wrong detergentHE detergent must be used every single timeThis is because true HE soap is formulated to be low sudsingIt still cleans as it should, it just does not produce all the bubbles that can wreak havoc in an HE washer and not only cause residue on the clothes; excess suds can escape the basket and get into the inner workings of the washer and cause it to failIt can also exacerbate mold and mildew problemsUsing too much detergentEven when using HE detergent, it is important to use only the minimal quantity necessary for the desired resultsIn many cases this is just an ounce or so of detergentMany people think that if a quarter of a cup of detergent cleans well than adding a half a cup would clean even betterThis is not true and can again cause problems not only with residue but with the washer itselfMany manufacturers now make pods that are pre-filled with detergentWhile consumers do not have to use these, it is helpful to visualize how much detergent is in those pods as that is generally the only amount that needs to be usedIf the consumer has soft water then less detergent is needed and harder water then usually more detergent is neededPutting the detergent in on the top of the loadIf using pods or not using the dispenser, it is important that the detergent is put in the bottom of the basket before the clothes are loadedThis is different from how many people previously loaded their washerIt is imperative it is not added last on topOverloading the washerThe new washers seem so huge compared to the old and many people feel this means that they can put in that many more clothes at once so they do not have to wash as many loadsIn reality, they are large so that there is room for the washer to mix the clothes aroundThe washer is designed so that it will never fill with water and the water will never cover the top of the loadInstead, the washer circulates the clothes and brings them down into the water and the others back to the topIf the clothes are tightly packed in the washer, then there is not enough room for them to move freely aroundIt is always possible to experiment by loosely laying the clothes in the washer and finding out what the optimal fullness is by the lack of residue on the clothes at the end cycle With that said, the Master Protection Agreement (MPA) only covers one preventative maintenance call a year and then it is designed to cover actual repair needs; not customer instructionSo if MsS [redacted] called frequently when nothing was wrong, she could have been advised that further calls like that would not be coveredHowever, we do not show we have been out to her home on the washer for some time so if she feels she has a repair need, we have given her a free one year extension on her MPA and back dated it to the expiration date in February of the one that had expiredSo she can call for service if she feels the washer is not working correctlyAs for the dryer, we could also see that she had issues while still covered, and then after the Repair Protection Agreement (RPA) had expired in February, MsS [redacted] was told she would need to pay for repairsSo we did the same on the dryer as we did on the washer and even upgraded the coverage to an MPA versus the RPA she hadSo now both the washer and the dryer have coverage until February 22, 2018, giving MsS [redacted] plenty of time to call in and schedule a repair if either the washer or the dryer need service At this time, since we have provided MsS [redacted] with complimentary MPA’s that have back dated coverage so that there is no lapse in coverage to create a situation with a pre-existing condition that would not be covered, and these were provided at no cost to her even though they have a retail value of 235.64, we have closed our fileWe apologize to MsS [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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [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 9, During the service call the technician assigned to the call indicated that he installed a previously ordered duct assembly and main computer control boardOnce the unit was reassembled, the refrigerator was tested and was found to be operating as designedSince we have completed the repairs to Ms [redacted] refrigerator, we ask that this complaint be closedWe apologize to MsPayne 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]
(The consumer indicated he/she ACCEPTED the response from the business.)
The response from Sears is what I had expected to happen when the same problem occured againi thank them for being a stand up companyi have been doing buisiness with them for well over years and will continue to
November 10, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #***- Nicholas *** Dear Mrs*** We have completed our investigation of Mr*** complaint regarding his refrigerator We
apologize that Mr*** refrigerator failed to meet his expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decisionMr*** purchased his refrigerator on May 19, 2015, carrying a one year manufacturer’s warrantyIn Mr*** case, he declined to purchase an extended warranty, so any necessary repair costs would be his responsibility since his manufacturer’s warranty, expired almost months ago Mr*** indicated that he had no faith in his refrigerator due to something our technician allegedly mentioned to him, but we are unsure as to why he would make such a comment as we have no related recalls on file from the manufacturer for Mr*** model Despite the fact that Mr*** refrigerator has no current coverage, we have issued a check for $to Mr*** home address and a credit for $has been processed to his Visa account as a courtesyThe check should arrive shortly, if it has not already and the credit should reflect within 5-business daysThis is equal to approximately half of the cost of his repairWe would like to note that Mr*** requested additional compensation for consequential expenses he incurred such as those for eating out while his refrigerator was not repaired or money to buy a small refrigerator, but even when his manufacturer’s warranty was fully in effect, this was not a provision under its termsWe would ask that Mr*** bear in mind that no further recompense will be offered as this is our final decisionSince we are unable to grant additional compensation or remuneration of any kind due to the aforementioned reasons, but we have exceeded the terms of his manufacturer’s warranty, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist Sears Holdings Corporation ***) *** Tammie.***@searshc.com
August 21,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** ***
Dear *** ***
We have completed the investigation of MsR*** complaint regarding her dissatisfaction with the rescheduled appointments for
the delivery and to service her refrigerator
It is unfortunate that we failed MsR*** expectations when she recently scheduled the delivery and a refrigerator repairWe value MsR*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that MsR*** may have experiencedWe want to assure MsR*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
According to our records, MsR*** called on June 30, and requested service on her refrigeratorThe service appointment was scheduled for July 14, On July 13, MsR*** was informed that the appointment would need to be rescheduled and she was rescheduled for the next available date on July 26, MsR*** contacted our contract department regarding the rescheduled dateMsR*** was upset that the service appointment was rescheduled and that she would not be available for the July 26, appointmentOur contract department offered to reschedule for another available date and also offered MsR*** a month extension on her protection agreementMsR*** accepted the offerOn August 4, our technician assessed the refrigerator and replaced the electronic control boardThe technician completed the repair on the refrigerator and closed the orderThe protection agreement on the refrigerator was extended from June 29, to September 29,
As far as MsR*** request to return the refrigerator for a refund is concerned, we did not find that this was warranted; specifically since MsR*** did not request to return the product during the day return periodMsR*** request service and the warranty repair has been completedWith that being said, since we have addressed the issue brought forth in MsR*** complaint, we have closed our file
We apologize to MsR*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Modou D***
July 25,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear MsV***
We have completed the investigation of MsC*** complaint regarding her dissatisfaction that the air conditioner repair was not completed in a timely manner
Firstly we would like to apologize for the inconvenience and disappointment that MsC*** may have experiencedIt is unfortunate that we failed MsC*** expectations when she recently scheduled an air conditioner repairWe value MsC*** patronage, but can understand her frustrationWe want to assure MsC*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service availability further
According to our records, the air conditioner was purchased on June 29, and she reported the problem with the air conditioner on May 26, Since the air conditioner failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for repairOn June 21, our technician assessed the unit and ordered the parts needed for the repairAs clarification, our technicians carry limited parts inventory in their trucks with the most common partsIf a part is not standard inventory, the technician must order the partsWe contacted MrC*** and he confirmed that the repair was completed on July 20, and the air conditioner is working
We apologize that due to lack of service availability in MsC*** area, the repair took longer than expectedFor her inconvenience, we have issued her a $gift cardMsC*** should receive the gift card via regular mail within business daysWith that being said, since we have addressed the issue brought forth in MsC*** complaint, we have closed our file
We apologize to MsC*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
M*** S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Hal ***#
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to their washer
Sears Home Services
and authorized the replacement of Mr*** washer per the terms and conditions of the Master Protection Agreement (MPA) that covered the washerThe approved authorization has been sent to the management team of the Gaithersburg Sears storeAdditionally, an email has been sent to Mr*** advising him of the approvalSince we have approved Mr*** washer for approval, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
The company eventually made things right and I now have a safe and functional grillWhile I wish it hadn't been such an ordeal to get the situation resolved, I am fully satisfied with the outcome and happy to consider sears
for future purchasesThis has taught me to be a more discerning consumer in the future
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Thank you so muchYour organization has always come through for me over the years, and I truly appreciate it
Sincerely,
*** ***
April 13, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #12052083- James W*** Dear Ms***: We have completed our investigation of Mr***s complaint regarding the availability of service for
a needed repair of his treadmill In regard to the delay Mr*** experienced receiving service, unfortunately, we do have times where the demand for service outweighs the technicians on hand and we are aware of how frustrating this can be for our customers. It is a problem that we are aware of and we are pursuing solutions that will provide better options for our customers when these situations occurWe are always looking for ways to improve on customer service and would like to assure Mr*** that his candid feedback has been forwarded to the appropriate partiesThat said our records reflect that Mr***s treadmill was repaired on April 3, As a gesture of appreciation for Mr***’s patronage, we have purchased an additional months of coverage for the treadmill on his behalf as a courtesyThe certificate of ownership will be mailed to him and it should arrive within weeksSince we have fulfilled the terms of Mr***s contract by providing the aforementioned service, we have closed our file We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist Tammie.***@searshc.com
July 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her microwave
We would like to apologize to Ms*** for any misunderstandingThat said, we have arranged for her to receive a microwave with the “Wide Glide” feature she wanted at no additional cost to her as a courtesy We have emailed details regarding the pending delivery/installation to Ms*** email addressIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
April 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
and request for a refund After reviewing the complaint filed, we found that Ms*** had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint departmentEMS issued a refund of $on April 14, 2017, for the cancelled Kmart layawayFor Ms*** records the return receipt number is ***We apologize for any inconvenience and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since we have confirmed that a refund has been provided, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
September 30,
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Mary *** *** #
Dear Ms***:
We have completed the investigation of Ms
*** complaint regarding the installation of her dishwasher
We have received Ms*** complaint and apologize that Ms*** dishwasher installation did not go as planned and took longer than expectedWe value Ms*** patronage and can assure her that her concerns have been forwarded to management for review, so future problems of this nature can be avertedWe We have processed Ms*** gift card, per her request, in the amount of $The gift card will be received in 7-business days to the address listed on this complaintThat being said, because we have provided Ms*** with her requested resolution, we respectfully request this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Erica ***
Regulatory Claims Specialist
***
Erica.***@searshc.com
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his refrigerator Services were completed today, May 31,
Mr*** confirmed the refrigerator is now working properlyHe has been provided with my direct contact information if he is still in need of assistance but at this time since we have repaired Mr*** refrigerator we have closed this complaint We apologize to Mr*** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.) I received my full refundThis complaint may be closedThank you
July 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] *omplaint regarding the charges he was assessed for the first visit on his washer and his request to receive a refund for those moniesAs clarification all of our repairs come with a 90-day guarantee, including any of our trip/diagnostic fees, and when a return visit is scheduled within that time-frame, those charges would not be assessed againIn Mr [redacted] *ase though, it appears that he was just outside that timeframe when he contacted us on June 3rdRegardless of this though, the technician that totaled up the charges, still provided at least a discount on the trip/diagnostic fee of $39.50; this was separate from the 20% discount he took off the cost of the parts and the laborSo Mr [redacted] had already received credit back for $of the $we previously collected, leaving only a disputed amount of $While he was technically no longer under our guarantee and therefore not entitled to a refund even of that remaining amount, as a courtesy we have issued Mr [redacted] a mailed bank check for $19.75; it is being sent to the same address listed on this complaint and he should receive it within the next 2-weeksIn the interim, since this will mean Mr [redacted] has now been refunded in full for the $collected on the first service call, we have closed our fileWe 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]
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, Bonnie ***
Revdex.com: Complaint # [redacted] Dear [redacted] I am writing to thank you for mediating my complaint with the business, and for the timely and professional correspondenceAs an individual consumer, I am very appreciative of advocacy organizations, like the Revdex.com, which provide assistance with matters of business oversight, fairness, and accountabilityAfter reading the detailed response from the business representative, [redacted] t, I am now aware of the disclaimer and accepted terms of useI appreciate this being brought to my attention, though such disclaimers are often difficult for the consumer to decipherI do appreciate the gesture of the courtesy offer, and thank the representative accordingly.I would like to briefly respond to the claims addressed in the business letter, as I found this to have a disconnect from the consumer perspectiveAs stipulated in the letter, the company disclaimer is justified as the means to protect monetary interests; concerns of potential loses are cited, due to a possible mistake in an advertisement posted onlineBut, this citing does not address the issue of my complaint: it was solely based on a falsely advertised product description, and not on priceThis kind of mistake, protected by a disclaimer, could absolve a business from all malfeasance, such as defective merchandise that could result in accidents or injuryIn addition, this falsely advertised product that was posted on Kmart.com has an existing customer review that addresses my claim: the bicycle frame is constructed of steel, and not aluminumThis review has a post date of Dec 2015, and I would hope that this business would make it a common practice to read customer reviews/concerns and have quality assurance over their advertisingIn addition, when I originally contacted the supervisor division at Kmart.com, I was told that the advertised mistake was with the manufacturerFor several days afterwards, I replied to the Kmart supervisor with the manufacturers response: it was Kmart's mistake in describing the itemI never received a response back, and decided at that point to contact the Revdex.com for assistanceThe decision to change the description of the bike resulted from my own investigation, and this could have been resolved without further intervention from the Revdex.com.In the overall scope, my complaint serves as an example of how much work and determination it takes to resolve a minor dispute with business practiceI understand that mistakes can happen, and I appreciate that the courtesy offer was voluntaryBut, while the company disclosure may be a valid claim in terms of business interests and profit, I believe it is inconsiderate in terms of fairness, as well as treating customers as valuable as merchandiseI would hope that a business, such as this one, would adhere to these principles in the growing disconnect with consumers like myself.Sincerely [redacted] ***
January 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Miss [redacted] complaint regarding her recent online layaway order experience and her request for a refund It is unfortunate that we failed Miss [redacted] expectations when she received a damaged product and attempted to return the item to her local SearsWe value Miss [redacted] patronage and can understand how the series of events noted 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 avertedAfter reviewing the notes in the order, we found that Sears Online issued a return label several times however Miss [redacted] never received themTherefore, she returned the merchandise on her own and received a full refund of $in the form of a check which was processed on January 11, 2017, under return receipt number [redacted] Additionally, we hope that in the future Miss [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould Miss [redacted] have any questions, she may contact us via email at [redacted] In the interim, we have noted Miss [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 28, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsS [redacted] complaint regarding the performance of her washer and the repairs to her dryer.We would first like to address MsS [redacted] concerns regarding her washerMany washers made in the last years are vastly different, and operate differently, than washers used toSo for MsS [redacted] to say that she knows how much detergent to use since she has been washing clothes for a long time, does not mean she is using the right quantity or typeIn most cases, when there is soap debris on the clothes after washing it can be attributed to the following causes:Using the wrong detergentHE detergent must be used every single timeThis is because true HE soap is formulated to be low sudsingIt still cleans as it should, it just does not produce all the bubbles that can wreak havoc in an HE washer and not only cause residue on the clothes; excess suds can escape the basket and get into the inner workings of the washer and cause it to failIt can also exacerbate mold and mildew problemsUsing too much detergentEven when using HE detergent, it is important to use only the minimal quantity necessary for the desired resultsIn many cases this is just an ounce or so of detergentMany people think that if a quarter of a cup of detergent cleans well than adding a half a cup would clean even betterThis is not true and can again cause problems not only with residue but with the washer itselfMany manufacturers now make pods that are pre-filled with detergentWhile consumers do not have to use these, it is helpful to visualize how much detergent is in those pods as that is generally the only amount that needs to be usedIf the consumer has soft water then less detergent is needed and harder water then usually more detergent is neededPutting the detergent in on the top of the loadIf using pods or not using the dispenser, it is important that the detergent is put in the bottom of the basket before the clothes are loadedThis is different from how many people previously loaded their washerIt is imperative it is not added last on topOverloading the washerThe new washers seem so huge compared to the old and many people feel this means that they can put in that many more clothes at once so they do not have to wash as many loadsIn reality, they are large so that there is room for the washer to mix the clothes aroundThe washer is designed so that it will never fill with water and the water will never cover the top of the loadInstead, the washer circulates the clothes and brings them down into the water and the others back to the topIf the clothes are tightly packed in the washer, then there is not enough room for them to move freely aroundIt is always possible to experiment by loosely laying the clothes in the washer and finding out what the optimal fullness is by the lack of residue on the clothes at the end cycle With that said, the Master Protection Agreement (MPA) only covers one preventative maintenance call a year and then it is designed to cover actual repair needs; not customer instructionSo if MsS [redacted] called frequently when nothing was wrong, she could have been advised that further calls like that would not be coveredHowever, we do not show we have been out to her home on the washer for some time so if she feels she has a repair need, we have given her a free one year extension on her MPA and back dated it to the expiration date in February of the one that had expiredSo she can call for service if she feels the washer is not working correctlyAs for the dryer, we could also see that she had issues while still covered, and then after the Repair Protection Agreement (RPA) had expired in February, MsS [redacted] was told she would need to pay for repairsSo we did the same on the dryer as we did on the washer and even upgraded the coverage to an MPA versus the RPA she hadSo now both the washer and the dryer have coverage until February 22, 2018, giving MsS [redacted] plenty of time to call in and schedule a repair if either the washer or the dryer need service At this time, since we have provided MsS [redacted] with complimentary MPA’s that have back dated coverage so that there is no lapse in coverage to create a situation with a pre-existing condition that would not be covered, and these were provided at no cost to her even though they have a retail value of 235.64, we have closed our fileWe apologize to MsS [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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [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 9, During the service call the technician assigned to the call indicated that he installed a previously ordered duct assembly and main computer control boardOnce the unit was reassembled, the refrigerator was tested and was found to be operating as designedSince we have completed the repairs to Ms [redacted] refrigerator, we ask that this complaint be closedWe apologize to MsPayne 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]
(The consumer indicated he/she ACCEPTED the response from the business.)
The response from Sears is what I had expected to happen when the same problem occured againi thank them for being a stand up companyi have been doing buisiness with them for well over years and will continue to
November 10, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #***- Nicholas *** Dear Mrs*** We have completed our investigation of Mr*** complaint regarding his refrigerator We
apologize that Mr*** refrigerator failed to meet his expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decisionMr*** purchased his refrigerator on May 19, 2015, carrying a one year manufacturer’s warrantyIn Mr*** case, he declined to purchase an extended warranty, so any necessary repair costs would be his responsibility since his manufacturer’s warranty, expired almost months ago Mr*** indicated that he had no faith in his refrigerator due to something our technician allegedly mentioned to him, but we are unsure as to why he would make such a comment as we have no related recalls on file from the manufacturer for Mr*** model Despite the fact that Mr*** refrigerator has no current coverage, we have issued a check for $to Mr*** home address and a credit for $has been processed to his Visa account as a courtesyThe check should arrive shortly, if it has not already and the credit should reflect within 5-business daysThis is equal to approximately half of the cost of his repairWe would like to note that Mr*** requested additional compensation for consequential expenses he incurred such as those for eating out while his refrigerator was not repaired or money to buy a small refrigerator, but even when his manufacturer’s warranty was fully in effect, this was not a provision under its termsWe would ask that Mr*** bear in mind that no further recompense will be offered as this is our final decisionSince we are unable to grant additional compensation or remuneration of any kind due to the aforementioned reasons, but we have exceeded the terms of his manufacturer’s warranty, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist Sears Holdings Corporation ***) *** Tammie.***@searshc.com
August 21,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** ***
Dear *** ***
We have completed the investigation of MsR*** complaint regarding her dissatisfaction with the rescheduled appointments for
the delivery and to service her refrigerator
It is unfortunate that we failed MsR*** expectations when she recently scheduled the delivery and a refrigerator repairWe value MsR*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that MsR*** may have experiencedWe want to assure MsR*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
According to our records, MsR*** called on June 30, and requested service on her refrigeratorThe service appointment was scheduled for July 14, On July 13, MsR*** was informed that the appointment would need to be rescheduled and she was rescheduled for the next available date on July 26, MsR*** contacted our contract department regarding the rescheduled dateMsR*** was upset that the service appointment was rescheduled and that she would not be available for the July 26, appointmentOur contract department offered to reschedule for another available date and also offered MsR*** a month extension on her protection agreementMsR*** accepted the offerOn August 4, our technician assessed the refrigerator and replaced the electronic control boardThe technician completed the repair on the refrigerator and closed the orderThe protection agreement on the refrigerator was extended from June 29, to September 29,
As far as MsR*** request to return the refrigerator for a refund is concerned, we did not find that this was warranted; specifically since MsR*** did not request to return the product during the day return periodMsR*** request service and the warranty repair has been completedWith that being said, since we have addressed the issue brought forth in MsR*** complaint, we have closed our file
We apologize to MsR*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Modou D***
July 25,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear MsV***
We have completed the investigation of MsC*** complaint regarding her dissatisfaction that the air conditioner repair was not completed in a timely manner
Firstly we would like to apologize for the inconvenience and disappointment that MsC*** may have experiencedIt is unfortunate that we failed MsC*** expectations when she recently scheduled an air conditioner repairWe value MsC*** patronage, but can understand her frustrationWe want to assure MsC*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service availability further
According to our records, the air conditioner was purchased on June 29, and she reported the problem with the air conditioner on May 26, Since the air conditioner failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for repairOn June 21, our technician assessed the unit and ordered the parts needed for the repairAs clarification, our technicians carry limited parts inventory in their trucks with the most common partsIf a part is not standard inventory, the technician must order the partsWe contacted MrC*** and he confirmed that the repair was completed on July 20, and the air conditioner is working
We apologize that due to lack of service availability in MsC*** area, the repair took longer than expectedFor her inconvenience, we have issued her a $gift cardMsC*** should receive the gift card via regular mail within business daysWith that being said, since we have addressed the issue brought forth in MsC*** complaint, we have closed our file
We apologize to MsC*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
M*** S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Hal ***#
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to their washer
Sears Home Services
and authorized the replacement of Mr*** washer per the terms and conditions of the Master Protection Agreement (MPA) that covered the washerThe approved authorization has been sent to the management team of the Gaithersburg Sears storeAdditionally, an email has been sent to Mr*** advising him of the approvalSince we have approved Mr*** washer for approval, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
The company eventually made things right and I now have a safe and functional grillWhile I wish it hadn't been such an ordeal to get the situation resolved, I am fully satisfied with the outcome and happy to consider sears
for future purchasesThis has taught me to be a more discerning consumer in the future
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Thank you so muchYour organization has always come through for me over the years, and I truly appreciate it
Sincerely,
*** ***
April 13, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #12052083- James W*** Dear Ms***: We have completed our investigation of Mr***s complaint regarding the availability of service for
a needed repair of his treadmill In regard to the delay Mr*** experienced receiving service, unfortunately, we do have times where the demand for service outweighs the technicians on hand and we are aware of how frustrating this can be for our customers. It is a problem that we are aware of and we are pursuing solutions that will provide better options for our customers when these situations occurWe are always looking for ways to improve on customer service and would like to assure Mr*** that his candid feedback has been forwarded to the appropriate partiesThat said our records reflect that Mr***s treadmill was repaired on April 3, As a gesture of appreciation for Mr***’s patronage, we have purchased an additional months of coverage for the treadmill on his behalf as a courtesyThe certificate of ownership will be mailed to him and it should arrive within weeksSince we have fulfilled the terms of Mr***s contract by providing the aforementioned service, we have closed our file We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist Tammie.***@searshc.com
July 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her microwave
We would like to apologize to Ms*** for any misunderstandingThat said, we have arranged for her to receive a microwave with the “Wide Glide” feature she wanted at no additional cost to her as a courtesy We have emailed details regarding the pending delivery/installation to Ms*** email addressIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
April 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
and request for a refund After reviewing the complaint filed, we found that Ms*** had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint departmentEMS issued a refund of $on April 14, 2017, for the cancelled Kmart layawayFor Ms*** records the return receipt number is ***We apologize for any inconvenience and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since we have confirmed that a refund has been provided, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
September 30,
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Mary *** *** #
Dear Ms***:
We have completed the investigation of Ms
*** complaint regarding the installation of her dishwasher
We have received Ms*** complaint and apologize that Ms*** dishwasher installation did not go as planned and took longer than expectedWe value Ms*** patronage and can assure her that her concerns have been forwarded to management for review, so future problems of this nature can be avertedWe We have processed Ms*** gift card, per her request, in the amount of $The gift card will be received in 7-business days to the address listed on this complaintThat being said, because we have provided Ms*** with her requested resolution, we respectfully request this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Erica ***
Regulatory Claims Specialist
***
Erica.***@searshc.com
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his refrigerator Services were completed today, May 31,
Mr*** confirmed the refrigerator is now working properlyHe has been provided with my direct contact information if he is still in need of assistance but at this time since we have repaired Mr*** refrigerator we have closed this complaint We apologize to Mr*** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***