Complaint: ***
I am rejecting this response because: I have had several issues with my fridgeThe tech himself told me theses refrigerators are always having issuesWhat happened to replacing an item if is has issues?? The lemon whatever its called I told the tech to put in a request for a new oneHe said he would I DO NOT want this fridge anymoreEvery single time someone comes out to "repair" it, the same or a different problem happens again and again and againIts always just a temporary fix, NOT a repair. This is absolutely ridiculousThis fridge needs to be REPLACED. And you guys are claiming repairs are on a first come first serve basis and you have very few techs, can you please explain why this guy sat in his vehicle for over an hour in front of my home after he was done?? Why didn't he move on to the next job? Unbelievable
Sincerely,
*** ***
Tell us why here...August 23,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com Case #: ***/ Derek *** ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home
Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerMr*** ***’s refund check for his HVAC installation was mailed via 1st class mail on 08/09/I received an email form him on 08/16/stating he had received the check
At this time I am closing my filePlease know that we value Mr*** *** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-222-x or via email at Jeanne.***@searshomepro.com
Jeanne ***
SHIP/HI Regulatory Complaint Specialist
cc: Derek *** ***/1st class US Postage
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a *** dishwasher purchased from SearsMs*** purchased a
clearance *** dishwasher from Sears on February 25, for $The sales check indicates that the dishwasher was picked up from the store and was not delivered or installed by SearsThat said, we stand behind the policy that was explained to Ms*** when she spoke with a member of our customer solutions department, we will provide her with a dollar for dollar store credit to be used to replace the dishwasher or she can return the dishwasher for a full refundMs*** can reach me at *** or via email at *** to advise of her decisionSince we have noted our response to Ms*** complaint, 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of MsQ*** complaint regarding her online order of an exercise
bike that was defective and her request for a refund of the purchase After receiving the complaint filed, we forwarded this matter to the local Sears store for assistanceIn an attempt to resolve this matter, Store General Manager Latina S*** agreed to issue a full refund as a onetime courtesy exception since MsQ*** dispose of the merchandiseOn August 3, 2017, Sears issued a refund of $to MsQ*** *** account ending in *** The credit will post to MsQ*** account within to business daysSince an equitable resolution 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, E*** C*** Regulatory Complaint Specialist Sears Holdings Corporation
October 20,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** ***
Via 1st Class US Postage
Via email: ***
Dear Ms***
This letter provides you an
update regarding Mrs*** complaintWe have ordered materials to complete the kitchen projectWe will schedule the service with the customer once the materials are receivedI will provide an update accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** ***, or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** *** *** ***
March 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms***: We have completed our investigation of Mr*** complaint regarding his snow thrower repair It is regrettable that we failed Mr*** expectations in regard to his snow throwerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated her frustrations We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. They subsequently ordered the engine for Mr*** snow thrower under warranty. Although the engine was going to be installed by a Sears technician, Mr*** had another party install the part to expedite the repair. With that said, since we have provided Mr*** with the part needed to repair his snow thrower at no cost, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Nita ***s Revdex.com North Wabash Ave., Ste*** Chicago, I* Re: *** - Jeffrey *** Dear Ms***s, We have comp*eted the investigation of Mr***’s comp*aint regarding his dissatisfaction with our customer service, regarding the
rep*acement of his cook-top We va*ue Mr***’s patronage, but can understand how the series of events noted in his comp*aint has caused him to *ose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future prob*ems of this nature can be averted. We can on*y reiterate that we tru*y regret that the incident caused him any inconvenienceWe have processed a check in the amount of $for customer satisfaction reasonsWe respectf*y ask that this matter be c*osed, since we have honored Mr***’s request and noted his candid feedback Again, we apo*ogize to Mr*** for this issue and appreciate the opportunity to address this matter. P*ease fee* free to contact me if you have any further questions or concerns Sincere*y, Vanessa ** *** Regu*atory Comp*aint Specia*ist Sears Ho*dings Corporation *** direct Vanessa.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10948094, and find that this resolution is satisfactory to me
Sincerely,
Timothy ***
Complaint: ***
I am rejecting this response because:I received voicemail- not multiple, that stated incorrect information. I went to the store ONLY TEN DAYS after purchase, so your days limit is not applicable. I requested a refund as I purchased on the same air mattresses within weeks and both were defective. I was told in store and on the phone to use the Sears website return policy, which does not mention air mattresses. No notice in store or on receipt warned me of no refunds- despite ridiculous receipts that are personalised that come out at purchase. Recently having gotten a new place that I'm renovating, it's good to know Sears / Kmart's treatment of customers now, As I was about to purchase all new kitchen appliances at Sears. I will never shop at your stores again, and look forward to more well deserved store closings in the USA and Canada.
Sincerely,
Bruce ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: John ***#Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Auto CenterPatrick Dick, Lead Customer Service Advisor from the
Altoona Sears Auto Center, provided the following response: We would like to invite Mr*** into the Auto Center to collect his requested refund of $That being said, I ask that Mr*** contact me at *** so we can schedule a time in which he can come into the auto center to get his requested refundSince we have noted our intent to reimburse Mr*** as noted as his desired resolution, we ask that this complaint be 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has taken care of the installationThank you
They promised to offer 20% discount for inconvenience for future purchases, but nothing was received
November 6,
2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** * *** *** *** *** *** ***We have
completed our investigation of *** *** complaint regarding his grill According to
our
records, *** *** was contacted by a representative from our Home OfficeWhen
they spoke, we offered to provide him with a credit for the delivery and
assembly fee he paid in the amount of $and he accepted We want to assure *** *** that we have forwarded
his concerns with both the response he received from our chat personnel and the content
on our site for this particular item to the appropriate parties so that these
issues may be addressedSince *** *** indicated that this resolution met
with his approval, we respectfully ask that this matter be considered closedWe apologize to
*** *** and appreciate the opportunity to address this matterPlease feel
free to contact me if you have any further questions or concerns.Sincerely,*** *** *** *** *** *** *** ***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** - Kevin D *** Dear Ms***, We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the information he received
regarding which of his appliances are covered under the Sears appliance warranty We would first like to point out that HomeSure Services, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cross Country Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr*** contract We value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we truly regret the misinformation he received regarding exactly what appliances are covered under the Sears home warrantyUnfortunately the statement “All your kitchen and laundry items in the home are covered” is not accurateA more accurate statement is “each of your primary kitchen and laundry appliances are covered”As a onetime only customer satisfaction gesture CCHS has offered and which Mr*** has accepted, to add his second refrigerator for coverage at no extra cost for the deration of this coverage year which ends on October 1, With the understanding that once the warranty is renewed Mr*** will need to pay the extra fee for covering the second refrigerator Since it is our understanding that Mr*** has accepted this resolution we have closed this case Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct Vanessa.L.***@searshc.com
May 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that his washer and dryer failed
sooner than he expected
We apologize that Mr*** washer and dryer 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 when the product is only a few months oldAccording to our records, the units were delivered on March 4, and he reported the problem with the dryer on April 22, and the washer on April 29, Since the units failed after our 30-day hassle-free exchange/return period, the units are covered by the manufacturer’s one year warranty for parts and labor for repair
According to our records, on April 29, Mr* *** reported that the washer was leakingOur technician assessed the washer and found that the shipping bolts had not been removedThe technician reported that he did not find any leaks; the repair was completed on the washer on May 1,
As for the dryer, on April 22, Mr* *** reported that the dryer had a bad ignitionOn April 28, our technician ordered parts to repair the dryer and returned on May 8, to install the partsThe notes indicate that the technician installed the parts and advised Mr* *** that he would need to hire a plumberOn May 11, Mr* *** requested service again on the dryerOur technician returned on May 22, and ordered a partThe part was delivered on May 24, and we have made attempts to contact Mr* *** to schedule a return visit to complete the repairWe want to assure Mr* *** that we will continue to monitor the repair and if our technician deems the unit non repairable, we will exchange the dryerWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Mr*** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
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
*** ***
***
October 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * Alexander D*** Dear *** *** We have completed the investigation of MrD*** *omplaint regarding his dissatisfaction with service
visits for his new refrigerator and his subsequent request for a refund It is unfortunate that we failed MrD*** expectations when he recently purchased a refrigerator from SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that MrD*** return was verified and a full refund was issued for his range and refrigerator on August 16, 2017. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted MrD*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G*** Regulatory Complaint Specialist *** *** *** ***
September 19, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** *** Dear Ms*** We are still in the process of investigating Ms*** complaint regarding the failure of her hot
water heater and her request to receive reimbursement. We would note that the warranty does require that the water heater be assessed to determine what has failed and why, and then we figure out what is or is not covered under the warrantyIn Ms*** case, the water heater had already been disconnected and replaced before we ever saw itOur technician did find a leak but it was a leak from the gas valve, not a leak from the tankThe gas valve could have been replaced and the water heater would still be functional as there was no crack in the tank at all when we inspected itThis means that the water heater never qualified for a replacement and thus Ms*** would not be owed any reimbursement for her choice to just replace the water heater before any determination on the warranty status was madeIf she would like to reinstall the water heater, we would be happy to provide any warranty service that would be covered, such as parts, but in most cases she would be responsible for the laborIn the interim, since we have explained why Ms*** does not qualify for reimbursement of the unauthorized replacement water heater she purchased, we have closed our file. We apologize to *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Regulatory Complaints Specialist*** *** ***Email: ***
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,
*** ***
July 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal We have reviewed both our response and Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the answer he received, we are unable to grant his request for further assistanceAs we noted before, we have no way to ship items such as this cross countryDeals like this are sold on a first come, first serve basis and these chairs are seasonal itemsTo reiterate: the page says: “* Limited availability” and “*this is a seasonal item with limited availability and is no longer available in all areas.” We think it is clear from this that the chairs may not be available in all areasUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantThe chairs will be removed from the site when all areas of the country have depleted their inventory stores In Mr*** case we do apologize that we failed his expectations, but we feel the listing for the chair clearly notes that the availability is limited based on amount on hand in the area each consumer resides in and our decision is final. 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 *** *** ***
December 20,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the incorrect
dryer was ordered and her request for an exchange without paying the difference in price or the delivery charges
It is unfortunate that we failed Ms*** expectations when she requested a gas dryer but was mistakenly ordered an electric dryerWe value Ms*** patronage, but can understand her frustrationWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** 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, the exchange was processed and the gas dryer was delivered on December 17, For customer satisfaction, Ms*** was not charged for the difference in price between the dryersHowever, since she did not initially pay for delivery, she was charged a delivery fee on the exchange to cover delivery and haul awaySince we have addressed the issue brought forth in Ms*** complaint, we have closed our file
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
*** *** ***
Complaint: ***
I am rejecting this response because: I have had several issues with my fridgeThe tech himself told me theses refrigerators are always having issuesWhat happened to replacing an item if is has issues?? The lemon whatever its called I told the tech to put in a request for a new oneHe said he would I DO NOT want this fridge anymoreEvery single time someone comes out to "repair" it, the same or a different problem happens again and again and againIts always just a temporary fix, NOT a repair. This is absolutely ridiculousThis fridge needs to be REPLACED. And you guys are claiming repairs are on a first come first serve basis and you have very few techs, can you please explain why this guy sat in his vehicle for over an hour in front of my home after he was done?? Why didn't he move on to the next job? Unbelievable
Sincerely,
*** ***
Tell us why here...August 23,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com Case #: ***/ Derek *** ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home
Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerMr*** ***’s refund check for his HVAC installation was mailed via 1st class mail on 08/09/I received an email form him on 08/16/stating he had received the check
At this time I am closing my filePlease know that we value Mr*** *** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800-222-x or via email at Jeanne.***@searshomepro.com
Jeanne ***
SHIP/HI Regulatory Complaint Specialist
cc: Derek *** ***/1st class US Postage
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a *** dishwasher purchased from SearsMs*** purchased a
clearance *** dishwasher from Sears on February 25, for $The sales check indicates that the dishwasher was picked up from the store and was not delivered or installed by SearsThat said, we stand behind the policy that was explained to Ms*** when she spoke with a member of our customer solutions department, we will provide her with a dollar for dollar store credit to be used to replace the dishwasher or she can return the dishwasher for a full refundMs*** can reach me at *** or via email at *** to advise of her decisionSince we have noted our response to Ms*** complaint, 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of MsQ*** complaint regarding her online order of an exercise
bike that was defective and her request for a refund of the purchase After receiving the complaint filed, we forwarded this matter to the local Sears store for assistanceIn an attempt to resolve this matter, Store General Manager Latina S*** agreed to issue a full refund as a onetime courtesy exception since MsQ*** dispose of the merchandiseOn August 3, 2017, Sears issued a refund of $to MsQ*** *** account ending in *** The credit will post to MsQ*** account within to business daysSince an equitable resolution 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, E*** C*** Regulatory Complaint Specialist Sears Holdings Corporation
October 20,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** ***
Via 1st Class US Postage
Via email: ***
Dear Ms***
This letter provides you an
update regarding Mrs*** complaintWe have ordered materials to complete the kitchen projectWe will schedule the service with the customer once the materials are receivedI will provide an update accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** ***, or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** *** *** ***
March 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms***: We have completed our investigation of Mr*** complaint regarding his snow thrower repair It is regrettable that we failed Mr*** expectations in regard to his snow throwerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated her frustrations We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. They subsequently ordered the engine for Mr*** snow thrower under warranty. Although the engine was going to be installed by a Sears technician, Mr*** had another party install the part to expedite the repair. With that said, since we have provided Mr*** with the part needed to repair his snow thrower at no cost, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Nita ***s Revdex.com North Wabash Ave., Ste*** Chicago, I* Re: *** - Jeffrey *** Dear Ms***s, We have comp*eted the investigation of Mr***’s comp*aint regarding his dissatisfaction with our customer service, regarding the
*y ask that this matter be c*osed, since we have honored Mr***’s request and noted his candid feedback Again, we apo*ogize to Mr*** for this issue and appreciate the opportunity to address this matter. P*ease fee* free to contact me if you have any further questions or concerns Sincere*y, Vanessa ** *** Regu*atory Comp*aint Specia*ist Sears Ho*dings Corporation *** direct Vanessa.***@searshc.com
rep*acement of his cook-top We va*ue Mr***’s patronage, but can understand how the series of events noted in his comp*aint has caused him to *ose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future prob*ems of this nature can be averted. We can on*y reiterate that we tru*y regret that the incident caused him any inconvenienceWe have processed a check in the amount of $for customer satisfaction reasonsWe respectf
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10948094, and find that this resolution is satisfactory to me
Sincerely,
Timothy ***
Complaint: ***
I am rejecting this response because:I received voicemail- not multiple, that stated incorrect information. I went to the store ONLY TEN DAYS after purchase, so your days limit is not applicable. I requested a refund as I purchased on the same air mattresses within weeks and both were defective. I was told in store and on the phone to use the Sears website return policy, which does not mention air mattresses. No notice in store or on receipt warned me of no refunds- despite ridiculous receipts that are personalised that come out at purchase. Recently having gotten a new place that I'm renovating, it's good to know Sears / Kmart's treatment of customers now, As I was about to purchase all new kitchen appliances at Sears. I will never shop at your stores again, and look forward to more well deserved store closings in the USA and Canada.
Sincerely,
Bruce ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: John ***#Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Auto CenterPatrick Dick, Lead Customer Service Advisor from the
Altoona Sears Auto Center, provided the following response: We would like to invite Mr*** into the Auto Center to collect his requested refund of $That being said, I ask that Mr*** contact me at *** so we can schedule a time in which he can come into the auto center to get his requested refundSince we have noted our intent to reimburse Mr*** as noted as his desired resolution, we ask that this complaint be 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has taken care of the installationThank you
They promised to offer 20% discount for inconvenience for future purchases, but nothing was received
November 6,
2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** * *** *** *** *** *** ***We have
completed our investigation of *** *** complaint regarding his grill According to
our
records, *** *** was contacted by a representative from our Home OfficeWhen
they spoke, we offered to provide him with a credit for the delivery and
assembly fee he paid in the amount of $and he accepted We want to assure *** *** that we have forwarded
his concerns with both the response he received from our chat personnel and the content
on our site for this particular item to the appropriate parties so that these
issues may be addressedSince *** *** indicated that this resolution met
with his approval, we respectfully ask that this matter be considered closedWe apologize to
*** *** and appreciate the opportunity to address this matterPlease feel
free to contact me if you have any further questions or concerns.Sincerely,*** *** *** *** *** *** *** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** - Kevin D *** Dear Ms***, We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the information he received
regarding which of his appliances are covered under the Sears appliance warranty We would first like to point out that HomeSure Services, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cross Country Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr*** contract We value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we truly regret the misinformation he received regarding exactly what appliances are covered under the Sears home warrantyUnfortunately the statement “All your kitchen and laundry items in the home are covered” is not accurateA more accurate statement is “each of your primary kitchen and laundry appliances are covered”As a onetime only customer satisfaction gesture CCHS has offered and which Mr*** has accepted, to add his second refrigerator for coverage at no extra cost for the deration of this coverage year which ends on October 1, With the understanding that once the warranty is renewed Mr*** will need to pay the extra fee for covering the second refrigerator Since it is our understanding that Mr*** has accepted this resolution we have closed this case Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct Vanessa.L.***@searshc.com
May 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that his washer and dryer failed
sooner than he expected
We apologize that Mr*** washer and dryer 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 when the product is only a few months oldAccording to our records, the units were delivered on March 4, and he reported the problem with the dryer on April 22, and the washer on April 29, Since the units failed after our 30-day hassle-free exchange/return period, the units are covered by the manufacturer’s one year warranty for parts and labor for repair
According to our records, on April 29, Mr* *** reported that the washer was leakingOur technician assessed the washer and found that the shipping bolts had not been removedThe technician reported that he did not find any leaks; the repair was completed on the washer on May 1,
As for the dryer, on April 22, Mr* *** reported that the dryer had a bad ignitionOn April 28, our technician ordered parts to repair the dryer and returned on May 8, to install the partsThe notes indicate that the technician installed the parts and advised Mr* *** that he would need to hire a plumberOn May 11, Mr* *** requested service again on the dryerOur technician returned on May 22, and ordered a partThe part was delivered on May 24, and we have made attempts to contact Mr* *** to schedule a return visit to complete the repairWe want to assure Mr* *** that we will continue to monitor the repair and if our technician deems the unit non repairable, we will exchange the dryerWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Mr*** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
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
*** ***
***
October 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * Alexander D*** Dear *** *** We have completed the investigation of MrD*** *omplaint regarding his dissatisfaction with service
visits for his new refrigerator and his subsequent request for a refund It is unfortunate that we failed MrD*** expectations when he recently purchased a refrigerator from SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that MrD*** return was verified and a full refund was issued for his range and refrigerator on August 16, 2017. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted MrD*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G*** Regulatory Complaint Specialist *** *** *** ***
September 19, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** *** Dear Ms*** We are still in the process of investigating Ms*** complaint regarding the failure of her hot
water heater and her request to receive reimbursement. We would note that the warranty does require that the water heater be assessed to determine what has failed and why, and then we figure out what is or is not covered under the warrantyIn Ms*** case, the water heater had already been disconnected and replaced before we ever saw itOur technician did find a leak but it was a leak from the gas valve, not a leak from the tankThe gas valve could have been replaced and the water heater would still be functional as there was no crack in the tank at all when we inspected itThis means that the water heater never qualified for a replacement and thus Ms*** would not be owed any reimbursement for her choice to just replace the water heater before any determination on the warranty status was madeIf she would like to reinstall the water heater, we would be happy to provide any warranty service that would be covered, such as parts, but in most cases she would be responsible for the laborIn the interim, since we have explained why Ms*** does not qualify for reimbursement of the unauthorized replacement water heater she purchased, we have closed our file. We apologize to *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Regulatory Complaints Specialist*** *** ***Email: ***
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,
*** ***
July 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal We have reviewed both our response and Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the answer he received, we are unable to grant his request for further assistanceAs we noted before, we have no way to ship items such as this cross countryDeals like this are sold on a first come, first serve basis and these chairs are seasonal itemsTo reiterate: the page says: “* Limited availability” and “*this is a seasonal item with limited availability and is no longer available in all areas.” We think it is clear from this that the chairs may not be available in all areasUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantThe chairs will be removed from the site when all areas of the country have depleted their inventory stores In Mr*** case we do apologize that we failed his expectations, but we feel the listing for the chair clearly notes that the availability is limited based on amount on hand in the area each consumer resides in and our decision is final. 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 *** *** ***
December 20,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the incorrect
dryer was ordered and her request for an exchange without paying the difference in price or the delivery charges
It is unfortunate that we failed Ms*** expectations when she requested a gas dryer but was mistakenly ordered an electric dryerWe value Ms*** patronage, but can understand her frustrationWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** 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, the exchange was processed and the gas dryer was delivered on December 17, For customer satisfaction, Ms*** was not charged for the difference in price between the dryersHowever, since she did not initially pay for delivery, she was charged a delivery fee on the exchange to cover delivery and haul awaySince we have addressed the issue brought forth in Ms*** complaint, we have closed our file
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
*** *** ***