July 28,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: #94*** -Thomas ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding his dishwasher order
As clarification, the
promotion said "free delivery" not free installation." Delivery and installation are two different servicesHowever, we appreciate Mr*** concerns with the display setup and these have been forwarded to the appropriate parties in consideration of making possible changesAccording to our records, Mr*** was given a credit for the cost he paid someone else to install the unit as a courtesyThis credit was issued on July 14, At this time, since we have provided what we feel is a reasonable resolution, we ask to have this matter 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,
Tammie ***
Regulatory Complaint Specialist
Direct Line 512-***
Tammie.***@searshc.com
Complaint: ***
I am rejecting this response because:It was clearly stated by myself, the consumer, the purchase made on April 9th was for a Mother's Day present At the time of purchase, it was not stated to me that I would need a gift receipt with the date when the gift was to be given as it was stated to me by management on 5/ This detail is not on your return policy statement that was not visible to me at the time of purchase Management may state it is posted when you questioned them, however hiw can you prove it was there the day the purchase was made? Other retail stores offer 60-day return policy or even store credit past days, especially if you are a rewards customer We are Sears reward customers My purchase is not special order or seasonal It has the store tags on it and can easily be sold at any time Yes, it is a consumer that needs to understand a return policy how we it was stated at purchase time the gift was being given for Mother's Day, which other retail stores take into consideration such as Christmas gift purchases In the response, it states I had a few weeks to review the return policy What customer reviews a return policy when they feel their needs were expressed at the time of purchase? That makes no sense The fact that Sears, a large corporation will not accept a $refund for an item they can easily sell again for the exact cost demonstrates their poor lack of customer service I continue to feel mislead and taken advantage of My intent at time of purchase was stated clearly and I never would have made a purchase knowing I couldn't get a refund after the gift was given The store refund policy, if it was posted as they say, does not state the gift receipt options/ requirements as were stated to me by management after the fact Again, deceitful and poor customer service
Sincerely,
*** ***
Complaint:
I am rejecting this response because: As stated previously my refrigerator is at degrees and my freezer is at degrees It is loosing its capacity to cool Sears has sent three different technicians out in the last month and the first and third one replaced the circuit board and the second technician told me there was nothing wrong with my refrigerator So my question is, how long do I have to do this and keep living with ice bags in my freezer to keep food cold? It has not frozen anything in the last three weeks I would not have another technician come back and tell me nothing is wrong with it I have witnesses that have seen the thermometer reading
Sincerely,
Margaret ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the check for $as promised by SearsThank you Revdex.com for being here to help protect consumersNot to be petty or drag this out, but for the sake of thoroughness, I have to comment on the receipt spoken of in Sears' responseThe installer initially said he needed $to install
the shutoff valveThen he said another fitting needed to be replaced, another He wasn't supposed to he said, but he would do both for After I signed the receipt with the total of listed, he told me the other fitting was OK and he didn't have to replace itIf he only did one, I think it would have been $Then he handed me some papers, I assumed it was the manual and receipt, but when I looked later there was no receiptWhen I called the installer later he said he would email it to me, but he sent a file that would not openSo I wasn't provided that receipt to read all the fine printThat really has nothing to do with the nature of my complaint anywayAgain, thank you Revdex.com for doing what you do
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Mr*** rebuttal regarding a purchase made online via www.searsoutlet.comWe would like to again note that we strive to provide our www.searsoutlet.com customers with accurate information, including pricing, availability, and product description on all products available on our websiteWe do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be available locally or to be shippedShould we discover that we do not have enough stock to fill all the orders that have been placed, as happened in Mr*** case, we have no other recourse than to cancel the sale since the merchandise is no longer availableWhen this happens, an email is automatically generated to inform our customers about their orders. With that said, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business, it is possible for merchandise to be ordered and then later be found to not be available, which is why most online merchants have terms and conditions that are similar to ours. We sincerely apologize to Mr*** for any inconvenience that he may have experienced due to this issue. We have also included a copy of our disclaimer below: Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINAt this time, since our records show that Mr*** order was never completed since the item was not available and he was never chargedThat said our file remains closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Revdex.com:There are several points not accurate in the business's responseI never tried to return the shed as I had no means to get it to a storeThat's why I paid for delivery when I ordered itI was trying to find someone who would speak to meNo one in the store could help meNo telephone number was provided on my online receipt where I could callI contacted the Revdex.com in the hopes that I could speak to someone who could help me resolve thisThe shed is obviously defective, or it would not have fallen apart when a shelf that was designed for it was installedI agreed to have another shed delivered on 8/I will package the first shed the best I can but did advise Sears I no longer have the original box or packing materialI only wanted to return the shelf if I was returning the shedIf the second shed is not defective then the shelf should install easilyI was very disappointed in the level of service I received from SearsAs a customer, I should have the ability to speak to someone if I have questions or issues ariseI'll think positively that the second shed scheduled to be delivered on 8/will not have the issues the first one didThank you Revdex.com for stepping in and helping me resolve this situation
Sincerely,
*** ***
November 22, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Anthony *** - # *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to our previous response We do not indiscriminately label a customer as verbally abusive or threatening We have on record that Mr*** was verbally abusive to both Jenn *** and Rhonda *** and he was particularly threatening to Ms*** when she was trying to assist him. At this time, our position remains unchanged; we will not be providing any remuneration to Mr*** as he has provided no proof of damage, nor will we provide him with follservice, as he has been placed on the “No Service” list. Accordingly, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
February 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent order Mr
*** is correct; the transaction he mentions could have been handled with much less inconvenience to him as a consumerAs of February 16, 2917, we added the amount of the cost of the shirt plus an additional $worth of points to Mr*** Shop Your Way Rewards account as a courtesyWe want Mr*** to know that we value his feedback and we will ensure that it is utilized in order to try and prevent further such occurrencesIn light of the aforementioned information, we have closed our file We apologize to Mr*** 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 ***
July 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer and dryer First, we
would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer and dryer. Upon reviewing Ms*** service history prior to May 16, 2016; the renewal date of her extended coverage, Ms*** washer and dryer each had qualifying repairs completed under her Master Protection Agreement (MPA). The washer and dryer had qualifying repairs completed on March 4, 2016, April 1, 2016, and May 16, 2016; there was another service call for the washer on January 28, 2016, but no repair was completed 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, Ms*** washer and dryer have had three qualifying repairs to date Additionally, we would like to point out that Ms*** washer and dryer are currently covered by a Repair Protection Agreement (RPA) not a Master Protection Agreement (MPA). When the coverage was renewed on May 16, 2016, it was renewed as a RPA, not a MPA. This means that there is no limitation as to the number of repairs that can be completed on the appliances. The RPA only provides for a replacement when the covered product is deemed un-repairable or parts and technical information are no longer available. If Ms*** is still having issues with her washer, she will need to schedule another service call; however, a replacement is currently not an option With that said, we found notes in our customer service system from a Protection Agreement agent advising Ms*** that she did not qualify for a replacement; however, the agent misinformed Ms*** that she still carried a MPA The agent’s manager has been notified, so the appropriate coaching can be providedWe apologize for misinforming Ms*** about her current coverage and setting unrealistic expectations. If Ms*** has any further questions regarding her RPA coverage, she is welcome to call (*** *** In summary, since we have explained why we are unable to honor Ms*** request for a new washer and dryer, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:So far I have been offered a shelf, a gift card and now a replacement due to the contract stating that numerous issues with our refrigerator qualifies us for a replacement.They have not yet returned the call from the replacement team to discuss the details. From my understanding is that they will offer us a cash value for our refrigerator and we will have to buy a new one with that value.That is hardly a replacement, I don't have the money to cover the difference of what you are going to pay me and what a new refrigerator costs.Also your team disapproved our claim for lost groceries in the amount of $lost during the period our freezer was non functional and waiting for repair ( months )The gift card hardly covers the lost $value in Groceries especially with cost of meat these days.You guys need to get your act together, and have and I mean person dealing with us and not 3. And a replacement should be just that a replacement, not a cash offer and we have to go buy another fridge and pay the difference, I already bought a Fridge from you and honestly, not seriously wanting to pay any more money to sears for anything.What should have been a simple repair in a week has taken almost monthsA stove we bought from you has also had multiple service calls just to get Knobs fixed.I will never buy another product from Sears as long as I live, You will not get another penny of my money and I will be sure to express my displeasure at every opportunity I get.I will have my wife call MR H*** and he better be aware of all that is going on and the level our displeasure with dealing with your company.
Sincerely,
James B***
Complaint: ***
I am rejecting this response because: Sears did not contacted me for almost month about my item was sitting in the storage in the storeEven the store employees was not aware until ask them to look around and they were able to find my order sitting there This put me bad situation with my order and they do not even apologize for the mistake and wait
Sincerely,
Victor ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Darlena M ***# *** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding Sears Home Services and repairs to her refrigeratorIt is
unfortunate that we failed Ms***’ expectations when a Sears Home Services technician was dispatched to her home to repair her refrigeratorWe value Ms***’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home ServicesWe can assure Ms*** that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleWhile we strive to make our appointments when scheduled, there are times when we do not make it to the home within the scheduled timeframe, for this we do apologize It is important to note that Sears only provides food loss reimbursement to consumers who have their appliances covered by a Sears protection agreementWe recommend Ms*** discuss food loss with her extended warranty company noted in her complaintSince we have noted our response to Ms*** concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
April 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to the response we provided regarding her dissatisfaction that the auto center did not warranty replace the battery to her vehicle
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied that the battery was not replaced the fact remains that the battery was tested by the computer and the result was "Good, low charge"; which means that the battery is still fully functioning as expected, but just needs to be fully chargedAs previously stated, there are a number of factors can cause a battery to go dead or have a low charge if the battery itself tests good; such as a current draw, maybe a door left open or a light left onIn order to determine what may have caused the battery to drain, the consumer is than offered to run tests on the alternator and check the condition of the cablesA full diagnostics may be needed to try and get to the root cause of the problem that caused the battery to drainThe auto center manager explained to Ms*** that if she has any additional issues with the battery, to please feel free to bring it back for further testingShe can have the battery tested at any Sears Auto Center and if at any point it fails the test, we can then warranty the batteryIf Ms*** would like to have her battery retested, she can contact Auto Center Manager *** *** at ***As this decision is commensurate to the circumstances, we have closed our file
Again, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
February 20,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the delivery and
installation of his range and microwave
It is unfortunate that we failed Mr*** expectations when he recently scheduled the delivery and installation of a range and microwaveWe value Mr*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experienced
We reviewed the case notes and Mr*** has been working with Robert ***, Case Manager with Strategic Member Services, regarding the installation of his appliancesAccording to the notes, it was discovered that the delivery team could not hook up the range because the wall plug is for a dryer; not for a rangeMr*** will resolve through his landlordAs for the microwave, Mr*** was issued a full refund of the installation fee and we rescheduled installation at no chargeWe followed up with Mrs*** and she confirmed that installation was completed and she is satisfiedWith that being said, since we have addressed the issues brought forth in Mr*** complaint, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because I waited far too long for a service tech to come outFurthermore, this washer should not be requiring a service call after only years of useAlso, this particular washer has had multiple problems with major malfunctionsI will never buy another washer from Sears nor will I call them for serviceSince they outsourced their service to outside the United States they are no longer going to receive my business.
Sincerely,
*** ***
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,
*** ***
May 11,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that his refrigerator failed
sooner than he expected and his request for a replacement
We apologize that Mr*** refrigerator failed to meet his expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially if the product was recently purchasedOur records indicate that the refrigerator repair was completed on April 12, and the unit was operationalHowever, Mr*** reached out to Executive Member Support team regarding his dissatisfaction with the quality of the refrigerator and the problems encountered with customer serviceDue to the technical support and service history related to the refrigerator, on May 3, Mr*** was offered an exchange and he accepted the offerThe new refrigerator was delivered on May 6, With that being said, since we have addressed the issue brought forth in Mr*** complaint, 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,
*** *** 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
U
Sincerely,
Kevin V***
December 19, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ernie ** ** *** - # *** Dear Ms*** We have completed the investigation of Mr** ** *** rebuttal to our previous response While Mr** ** *** remains dissatisfied, he has not provided any new information to warrant a change in our original decision. We have already processed a courtesy refund in the amount of $50.83, even though the diagnostic fee is non-refundable and we are under no obligation to provide any refund. We are denying Mr** ** *** request for any further remuneration Since we have documented Mr** ** *** additional information and we have reiterated our position on the matter, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
July 28,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: #94*** -Thomas ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding his dishwasher order
As clarification, the
promotion said "free delivery" not free installation." Delivery and installation are two different servicesHowever, we appreciate Mr*** concerns with the display setup and these have been forwarded to the appropriate parties in consideration of making possible changesAccording to our records, Mr*** was given a credit for the cost he paid someone else to install the unit as a courtesyThis credit was issued on July 14, At this time, since we have provided what we feel is a reasonable resolution, we ask to have this matter 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,
Tammie ***
Regulatory Complaint Specialist
Direct Line 512-***
Tammie.***@searshc.com
Complaint: ***
I am rejecting this response because:It was clearly stated by myself, the consumer, the purchase made on April 9th was for a Mother's Day present At the time of purchase, it was not stated to me that I would need a gift receipt with the date when the gift was to be given as it was stated to me by management on 5/ This detail is not on your return policy statement that was not visible to me at the time of purchase Management may state it is posted when you questioned them, however hiw can you prove it was there the day the purchase was made? Other retail stores offer 60-day return policy or even store credit past days, especially if you are a rewards customer We are Sears reward customers My purchase is not special order or seasonal It has the store tags on it and can easily be sold at any time Yes, it is a consumer that needs to understand a return policy how we it was stated at purchase time the gift was being given for Mother's Day, which other retail stores take into consideration such as Christmas gift purchases In the response, it states I had a few weeks to review the return policy What customer reviews a return policy when they feel their needs were expressed at the time of purchase? That makes no sense The fact that Sears, a large corporation will not accept a $refund for an item they can easily sell again for the exact cost demonstrates their poor lack of customer service I continue to feel mislead and taken advantage of My intent at time of purchase was stated clearly and I never would have made a purchase knowing I couldn't get a refund after the gift was given The store refund policy, if it was posted as they say, does not state the gift receipt options/ requirements as were stated to me by management after the fact Again, deceitful and poor customer service
Sincerely,
*** ***
Complaint:
I am rejecting this response because: As stated previously my refrigerator is at degrees and my freezer is at degrees It is loosing its capacity to cool Sears has sent three different technicians out in the last month and the first and third one replaced the circuit board and the second technician told me there was nothing wrong with my refrigerator So my question is, how long do I have to do this and keep living with ice bags in my freezer to keep food cold? It has not frozen anything in the last three weeks I would not have another technician come back and tell me nothing is wrong with it I have witnesses that have seen the thermometer reading
Sincerely,
Margaret ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the check for $as promised by SearsThank you Revdex.com for being here to help protect consumersNot to be petty or drag this out, but for the sake of thoroughness, I have to comment on the receipt spoken of in Sears' responseThe installer initially said he needed $to install
the shutoff valveThen he said another fitting needed to be replaced, another He wasn't supposed to he said, but he would do both for After I signed the receipt with the total of listed, he told me the other fitting was OK and he didn't have to replace itIf he only did one, I think it would have been $Then he handed me some papers, I assumed it was the manual and receipt, but when I looked later there was no receiptWhen I called the installer later he said he would email it to me, but he sent a file that would not openSo I wasn't provided that receipt to read all the fine printThat really has nothing to do with the nature of my complaint anywayAgain, thank you Revdex.com for doing what you do
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Mr*** rebuttal regarding a purchase made online via www.searsoutlet.comWe would like to again note that we strive to provide our www.searsoutlet.com customers with accurate information, including pricing, availability, and product description on all products available on our websiteWe do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be available locally or to be shippedShould we discover that we do not have enough stock to fill all the orders that have been placed, as happened in Mr*** case, we have no other recourse than to cancel the sale since the merchandise is no longer availableWhen this happens, an email is automatically generated to inform our customers about their orders. With that said, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business, it is possible for merchandise to be ordered and then later be found to not be available, which is why most online merchants have terms and conditions that are similar to ours. We sincerely apologize to Mr*** for any inconvenience that he may have experienced due to this issue. We have also included a copy of our disclaimer below: Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINAt this time, since our records show that Mr*** order was never completed since the item was not available and he was never chargedThat said our file remains closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Revdex.com:There are several points not accurate in the business's responseI never tried to return the shed as I had no means to get it to a storeThat's why I paid for delivery when I ordered itI was trying to find someone who would speak to meNo one in the store could help meNo telephone number was provided on my online receipt where I could callI contacted the Revdex.com in the hopes that I could speak to someone who could help me resolve thisThe shed is obviously defective, or it would not have fallen apart when a shelf that was designed for it was installedI agreed to have another shed delivered on 8/I will package the first shed the best I can but did advise Sears I no longer have the original box or packing materialI only wanted to return the shelf if I was returning the shedIf the second shed is not defective then the shelf should install easilyI was very disappointed in the level of service I received from SearsAs a customer, I should have the ability to speak to someone if I have questions or issues ariseI'll think positively that the second shed scheduled to be delivered on 8/will not have the issues the first one didThank you Revdex.com for stepping in and helping me resolve this situation
Sincerely,
*** ***
November 22, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Anthony *** - # *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to our previous response We do not indiscriminately label a customer as verbally abusive or threatening We have on record that Mr*** was verbally abusive to both Jenn *** and Rhonda *** and he was particularly threatening to Ms*** when she was trying to assist him. At this time, our position remains unchanged; we will not be providing any remuneration to Mr*** as he has provided no proof of damage, nor will we provide him with follservice, as he has been placed on the “No Service” list. Accordingly, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
February 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent order Mr
*** is correct; the transaction he mentions could have been handled with much less inconvenience to him as a consumerAs of February 16, 2917, we added the amount of the cost of the shirt plus an additional $worth of points to Mr*** Shop Your Way Rewards account as a courtesyWe want Mr*** to know that we value his feedback and we will ensure that it is utilized in order to try and prevent further such occurrencesIn light of the aforementioned information, we have closed our file We apologize to Mr*** 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 ***
July 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer and dryer First, we
would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer and dryer. Upon reviewing Ms*** service history prior to May 16, 2016; the renewal date of her extended coverage, Ms*** washer and dryer each had qualifying repairs completed under her Master Protection Agreement (MPA). The washer and dryer had qualifying repairs completed on March 4, 2016, April 1, 2016, and May 16, 2016; there was another service call for the washer on January 28, 2016, but no repair was completed 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, Ms*** washer and dryer have had three qualifying repairs to date Additionally, we would like to point out that Ms*** washer and dryer are currently covered by a Repair Protection Agreement (RPA) not a Master Protection Agreement (MPA). When the coverage was renewed on May 16, 2016, it was renewed as a RPA, not a MPA. This means that there is no limitation as to the number of repairs that can be completed on the appliances. The RPA only provides for a replacement when the covered product is deemed un-repairable or parts and technical information are no longer available. If Ms*** is still having issues with her washer, she will need to schedule another service call; however, a replacement is currently not an option With that said, we found notes in our customer service system from a Protection Agreement agent advising Ms*** that she did not qualify for a replacement; however, the agent misinformed Ms*** that she still carried a MPA The agent’s manager has been notified, so the appropriate coaching can be providedWe apologize for misinforming Ms*** about her current coverage and setting unrealistic expectations. If Ms*** has any further questions regarding her RPA coverage, she is welcome to call (*** *** In summary, since we have explained why we are unable to honor Ms*** request for a new washer and dryer, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:So far I have been offered a shelf, a gift card and now a replacement due to the contract stating that numerous issues with our refrigerator qualifies us for a replacement.They have not yet returned the call from the replacement team to discuss the details. From my understanding is that they will offer us a cash value for our refrigerator and we will have to buy a new one with that value.That is hardly a replacement, I don't have the money to cover the difference of what you are going to pay me and what a new refrigerator costs.Also your team disapproved our claim for lost groceries in the amount of $lost during the period our freezer was non functional and waiting for repair ( months )The gift card hardly covers the lost $value in Groceries especially with cost of meat these days.You guys need to get your act together, and have and I mean person dealing with us and not 3. And a replacement should be just that a replacement, not a cash offer and we have to go buy another fridge and pay the difference, I already bought a Fridge from you and honestly, not seriously wanting to pay any more money to sears for anything.What should have been a simple repair in a week has taken almost monthsA stove we bought from you has also had multiple service calls just to get Knobs fixed.I will never buy another product from Sears as long as I live, You will not get another penny of my money and I will be sure to express my displeasure at every opportunity I get.I will have my wife call MR H*** and he better be aware of all that is going on and the level our displeasure with dealing with your company.
Sincerely,
James B***
Complaint: ***
I am rejecting this response because: Sears did not contacted me for almost month about my item was sitting in the storage in the storeEven the store employees was not aware until ask them to look around and they were able to find my order sitting there This put me bad situation with my order and they do not even apologize for the mistake and wait
Sincerely,
Victor ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Darlena M ***# *** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding Sears Home Services and repairs to her refrigeratorIt is
unfortunate that we failed Ms***’ expectations when a Sears Home Services technician was dispatched to her home to repair her refrigeratorWe value Ms***’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Home ServicesWe can assure Ms*** that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleWhile we strive to make our appointments when scheduled, there are times when we do not make it to the home within the scheduled timeframe, for this we do apologize It is important to note that Sears only provides food loss reimbursement to consumers who have their appliances covered by a Sears protection agreementWe recommend Ms*** discuss food loss with her extended warranty company noted in her complaintSince we have noted our response to Ms*** concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
April 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to the response we provided regarding her dissatisfaction that the auto center did not warranty replace the battery to her vehicle
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied that the battery was not replaced the fact remains that the battery was tested by the computer and the result was "Good, low charge"; which means that the battery is still fully functioning as expected, but just needs to be fully chargedAs previously stated, there are a number of factors can cause a battery to go dead or have a low charge if the battery itself tests good; such as a current draw, maybe a door left open or a light left onIn order to determine what may have caused the battery to drain, the consumer is than offered to run tests on the alternator and check the condition of the cablesA full diagnostics may be needed to try and get to the root cause of the problem that caused the battery to drainThe auto center manager explained to Ms*** that if she has any additional issues with the battery, to please feel free to bring it back for further testingShe can have the battery tested at any Sears Auto Center and if at any point it fails the test, we can then warranty the batteryIf Ms*** would like to have her battery retested, she can contact Auto Center Manager *** *** at ***As this decision is commensurate to the circumstances, we have closed our file
Again, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
February 20,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the delivery and
installation of his range and microwave
It is unfortunate that we failed Mr*** expectations when he recently scheduled the delivery and installation of a range and microwaveWe value Mr*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experienced
We reviewed the case notes and Mr*** has been working with Robert ***, Case Manager with Strategic Member Services, regarding the installation of his appliancesAccording to the notes, it was discovered that the delivery team could not hook up the range because the wall plug is for a dryer; not for a rangeMr*** will resolve through his landlordAs for the microwave, Mr*** was issued a full refund of the installation fee and we rescheduled installation at no chargeWe followed up with Mrs*** and she confirmed that installation was completed and she is satisfiedWith that being said, since we have addressed the issues brought forth in Mr*** complaint, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because I waited far too long for a service tech to come outFurthermore, this washer should not be requiring a service call after only years of useAlso, this particular washer has had multiple problems with major malfunctionsI will never buy another washer from Sears nor will I call them for serviceSince they outsourced their service to outside the United States they are no longer going to receive my business.
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satified with the response to my issueThank uMr***
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,
*** ***
May 11,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that his refrigerator failed
sooner than he expected and his request for a replacement
We apologize that Mr*** refrigerator failed to meet his expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially if the product was recently purchasedOur records indicate that the refrigerator repair was completed on April 12, and the unit was operationalHowever, Mr*** reached out to Executive Member Support team regarding his dissatisfaction with the quality of the refrigerator and the problems encountered with customer serviceDue to the technical support and service history related to the refrigerator, on May 3, Mr*** was offered an exchange and he accepted the offerThe new refrigerator was delivered on May 6, With that being said, since we have addressed the issue brought forth in Mr*** complaint, 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,
*** *** 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
U
Sincerely,
Kevin V***
December 19, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ernie ** ** *** - # *** Dear Ms*** We have completed the investigation of Mr** ** *** rebuttal to our previous response While Mr** ** *** remains dissatisfied, he has not provided any new information to warrant a change in our original decision. We have already processed a courtesy refund in the amount of $50.83, even though the diagnostic fee is non-refundable and we are under no obligation to provide any refund. We are denying Mr** ** *** request for any further remuneration Since we have documented Mr** ** *** additional information and we have reiterated our position on the matter, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist