January 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations when she recently scheduled service for her dishwasher While researching Ms [redacted] concerns, we found that she was assisted by [redacted] in our Executive Member Support group Ms [redacted] accepted a $credit to her [redacted] account as compensation for the inconvenience she experienced when her repair was rescheduled The refund request was submitted on January 25, 2016, so Ms [redacted] can expect to see the credit post within the next five to seven business days With that said, since Ms [redacted] is no longer interested in having Sears Home Services repair her dishwasher and we have processed the aforementioned refund, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
February 1, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Cynthia [redacted] - # Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’ complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her rangeAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we have forwarded Ms [redacted] ’ concerns to the District Service Manager for further review On January 30, 2016, the technician returned to Ms [redacted] ’ home to install the parts that were previously ordered Once the parts were installed, the range was tested and found to be operating properly Again, we sincerely regret any inconvenience Ms [redacted] may have experienced due to the delay in repairing her rangeWith that said, since we have completed the repair to Ms [redacted] ’ range, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
May 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] rebuttal As clarification, Mr [redacted] MPA specifically notes: “If your sales receipt, Agreement certificate or this Agreement indicates Shop Service, you must bring the Covered Product to a Sears Repair location and pick it up following completion of serviceTo locate a repair center near you call [redacted] ®In some cases, you will be provided packaging and you must ship the Covered Product to our service location, at our expense, for repair.” Mr [redacted] was renewing the coverage he has had on his receiver since February 20, and the conditions have not changedOur previous offers standIn light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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 dishwasherOur service records indicate that on January 27, 2016, a Sears Home Services technician installed a main control board into Ms [redacted] dishwasherAfter the board was installed the dishwasher was tested and was found to be operating as designedThere have been two subsequent calls where our technicians have noted that the unit is operating properlyIt is important to note that the water at Ms [redacted] home was tested and was found to be hardHard water will hamper the washability of any dishwasherThe most visible (and annoying) effect of hard water is actually on dishes and utensilsThe cloudy white residue left on glasses and silverware is actually from hard water salts, which are left behind when the water evaporates from the dishesThere are a number of ways to both remove and prevent hard water depositsYou can remove hard water buildup in your dishwasher by adding vinegar to the rinse aid compartmentThere are some over the counter products that can assist with hard water; Lemi-Shine is a popular product which has been used with great resultsPer the Master Protection Agreement (MPA) a covered item is eligible for replacement once there have been completed service calls in a month period where functional parts have been usedSince the dishwasher does not qualify for replacement per the aforementioned criteria, we will not be replacing the dishwasherSince we have noted our response to Ms [redacted] complaint, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 31, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delay in receiving his refund for the return of the oven/microwave comboWe apologize to [redacted] for delay in the refund process and that we failed to meet his expectationsWe reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns [redacted] investigated and reported that when the return occurred, it was a two-step processThe delivery team returned only the cooktop and that was the first refundThe wall oven was uninstalled by our installation teamOnce the wall oven was confirmed returned by the installers, the refund was released for the wall ovenThe credits totaling $for the wall oven were issued on March 29, to [redacted] credit card ending in [redacted] The credits should post to his account within – business daysWith that being said, since we have addressed the concerns brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 10, 2015Nita [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # 10987435- David [redacted] Dear Ms [redacted] :We have completed our investigation of Mr [redacted] complaint regarding a recent order As clarification, the terms of this offer were clear when it was presented to consumers prior to placing their ordersThe consumer was given a choice of the $credit or $in SYWR pointsIn fact, when placing the order, the online sales system was set up to automatically default to the $ credit so the consumer would have to choose the $in points if that is what they wantedThe $credit was applied in their cart and it was visibleMr [redacted] didn’t change it to reflect the $in points so the $credit was applied to his orderThis is also shown on the email confirmation he was sentIt shows the promotions applied and it says: “Get $off OR Members Choose $back in points on Kenmore laundry front load pairs.” The issue seems to be that due to a system error, the screen that confirms your order when you finish, incorrectly stated that $in points had been earnedWe want to reiterate that this is after the terms were clearly noted at the beginningAt this time, we are willing to provide Mr [redacted] with $in SYWR points as a courtesy, but we will not be issuing anything furtherHe does not get both options; the offer was for one or the other$was the maximum value of this offer and that is what we are offering to provide Mr [redacted] withIf Mrhe is dissatisfied with that offer, we can pick up his merchandise and provide him with a refund, which would make him whole Should Mr [redacted] wish to accept either option, he may contact me via email at Tammie[redacted] @searshc.com during business hours and I will make the necessary arrangements In light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely,Tammie [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a compressor purchased at Sears [redacted] ***, Manager of the [redacted] Sears store provided the following response: Mr [redacted] was in the store on Saturday, January 30-th and departed the store with a Craftsman Professional Gallon RHP Oil-Lubricated Professional Air CompressorIf I can be of any additional assistance to Mr [redacted] , he can reach me at [redacted] Since it is my understanding that Mr [redacted] was satisfied with assistance provided at the store, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] These problems have been going on for years and guess this is why Sears closed in Macon, GA and there is only on KmartI told them YEARS ago at Sears I would live to see the day Sears closed in Macon and guess what it did! So my problem is only one of many and this has been proven! I have 30K and sears tools and will never buy anything else from Sears or Kmart as they have proven more the once they do not care about the customer or they would hire people that did there job as both Sears and Kmart have employees more interested about getting you off the phone the helpIf Kmart and Sears really cared the service would not be so poor in the last or so yearsI do not need Sears or Kmart as bad as they need people like me so I ordered a bicycle from Walmart! If Sears and Kmart do not change their ways and hire folks that will do their job Sears and Kmart will not be around much longer just like all but one store in Macon and there is not longer a good Sears in Macon other then a little catalog salesMight be a good idea for all at Sears and Kmart to find another job including YOU! Wake up and smell the roses before it is too late!!!!!!!!!!!!!!!! [redacted] ***
Complaint: [redacted] I am rejecting this response because:No one has tried calling me from sears at allI have never recieved any voice mails or I would have attempted to call back Sincerely, [redacted] ***
January 5, Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: - Vincent [redacted] Dear Ms [redacted] : We have not fully completed our investigation of Mr***’s complaint regarding the service coverage We apologize for the delay in responding to this complaint We forwarded this matter to Cross Country who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response We are committed to providing a fair and equitable resolution and ask that Mr [redacted] allow us ten business days to complete our research In the interim, should Mr [redacted] have any questions, he may contact me directly at [redacted] We apologize again 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
January 20, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] , Auto Center Manager of Unit# ***, who states the following: Ms [redacted] works here in our Full Line store She brought her van over to us complaining of a weak brake pedal and little stopping abilityWe brought her van into the garage and did an evaluationWe found that she had a bad master cylinder so we put an estimate for repair together and she accepted the jobWe install the new MC and took her vehicle for a test driveThe vehicle stopped as it should with a firm pedalMs [redacted] came and picked up her vehicleA couple of weeks later she came to me again and said she was experiencing a similar problem with the vanI sent over an associate to get her keys and bring her van to the garage to see what was going onThe technician came to me and said one of her rear wheel cylinders had blown and was leaking fluid, and it had contaminated the rear shoesI called Ms [redacted] and explained what was going on, and that we couldn’t fix it that night as it was almost closing time She told me she didn’t want to leave it here with me overnight for repair in the morningI did explain that it was unsafe to drive as it was leaking brake fluidShe told me she drove it here so she can drive it home so I had my associate bring her van back around and give her the keyThat was the last I heard from Ms [redacted] with this issue until she sent me an email asking for her money backIn the same email she stated that she decided not to fix the vehicle and traded it in for a new oneHer service was done over months ago and we do not find that any refunds are due That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
March 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding some [redacted] tool she wished to receive replacements forDistrict Manager [redacted] provided the following response: I have spoken with [redacted] and I advised him that if he will bring the broken screw drivers to the Fort Payne location, comparable replacements will be providedThis is a provision of the [redacted] Guarantee and I would like to apologize for any previous misunderstandingShould [redacted] need to speak with me (***) I may be reached at [redacted] during business hoursIn light of the aforementioned information, we respectfully ask that this matter remain closedWe 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
February 17, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: #– Eric [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled sears.com order It is unfortunate that we failed Mr***’s expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we confirmed that separate refund amounts of $250.00, $and $were issued to his Visa ending in on January 24, Mr [redacted] may reply to our email if he has any further questions about this issue or his refund 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 Mr***’s 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 [redacted] Regulatory Complaint Specialist [redacted] ***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his [redacted] incumbent bike On receipt of [redacted] complaint a complete history of the services was conducted and we found that Sears’s service did consult with the manufacture on multiple occasionsThe manufacture did inform Sears’s service that per the owner’s manual the heart rate monitor at the handles might not have an accurate reading due to individual personal issues like dry or callused hands and the owner’s manual states that a chest strap maybe necessary to use for these individualsWith that information Sears Customer Solutions department ordered a chest strap for [redacted] at no cost to him and had this shipped to him in September This was a $value The replacement processed in November was for customer satisfaction only as the item does not qualify for a replacement under the Master Protection agreement or the manufacture warrantySince an equitable resolution has been provided that is commensurate to the circumstances, we ask to have this matter closed We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with delay in receiving her refund for a cancelled item on her online order; and the customer service she received at the Kmart StoreIt is unfortunate that we failed Ms [redacted] expectations when she recently placed an online orderWe value Ms [redacted] 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 Ms [redacted] may have experienced at her local Kmart store especially during the holiday seasonWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe would note that our systems take orders for store pibased on the amount of inventory showing as available in our systemsWhile we strive to have accurate information, it is possible for these numbers to not always be accurateSome of the factors involved can be merchandise which is in a customer’s shopping cart at the store and not yet purchased, other purchases made before the store receives and processes the order, and various inaccuracies that are usually fixed by a manual count inventory that most retail stores do twice a yearThe fact remains that when the store in question received Ms [redacted] order, it appears that they no longer had any of the beard trimmers on hand to fulfill itTypically, when an order is not accepted, the funds that are on hold are released, and usually there are no charges made to the consumer’s account for the cancelled itemIt can take 3-business, depending on the consumer’s banking institute, for the funds to post back to their accountWhen Ms [redacted] called to report that she had not received her refund for the cancelled item, we submitted a research on the refundWe discovered that due to a system error the refund for the cancelled item was not automatically issuedOn December 25, we emailed Ms [redacted] and informed her that we had issued her a credit of $and that the credit would post to her account within 3-business daysWith that said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our fileAgain, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her refrigerator repair.First, we would like to apologize to [redacted] for failing her expectations in regard to his refrigerator repair Upon reviewing the notes within our service system, we find that the repair to [redacted] refrigerator was completed today Also, it appears that on November 5, 2015, Sears Home Warranty offered [redacted] offered $toward a replacement, which is the maximum allowed under her agreement Since she proceeded with the repair, it is our understanding that she will not be utilizing the aforementioned authorization.As to [redacted] request for a refund of the Sears Home Warranty (SHW), she will need to contact SHW directly at [redacted] In the interim, we have included the terms of her agreement pertaining to cancellations VICANCELLATIONYou may void this Agreement within days of the coverage effective date for a full refund of the contract fees paid if no claim has been madeThe right to void this Agreement as provided in this paragraph is not transferableA ten percent penalty per month will be added to any refund required under this paragraph, including any accrued penalties, that is not paid or credited within days after termination of this Agreement pursuant to this paragraphYou may cancel this Agreement within days of the coverage effective date if a claim has been made, or at any time thereafter, at which time you may be entitled to a refund of unearned contract fees paid based on the short rate schedule less a processing fee of twenty-five dollars ($25) and less the cost of any services performed pursuant to the Agreement, where permitted by lawIf the refund calculation results in you owing us payment for services provided, we may bill you for the lesser of the net amount due to us or the unpaid annual term contract feeWe will bill or charge you any balance owed to us through the same mechanism as any previous installment billings, or we will direct bill you if such a mechanism is not available.With that said, since the repair to [redacted] refrigerator has been completed, we ask that this matter be closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.Sincerely, [redacted] ***Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:I did not cause this electrical problem to so-call "manifest" itself to use the words of Sears I agree that problems can come up at any time just as they can with any item or appliance That statement means absolutely nothing How do they explain the numerous problems with the washer before this if it is simply an electrical issue Typical Sears...cause further issues, walk away, and have the homeowner waste more of their time to solve SEARS' problem Of course the technician is going to say that he did not cause the electrical problem Again....bottom line - the unit had power to it before the SEARS technician touched it I do not believe this is a fair solution at all A fair solution would be either: A) Come get the old unit and drop off a new one or B) come get the old unit and give us a complete refund and an apology I would prefer a refund so I can take my business to a company that would value me as a consumer Considering the fact that we (in good faith) purchased over $worth of appliances from Sears and have had nothing but problems with all of them, I don't feel that a refund request is out of line at all The refrigerator has gone through at least technician visits and over doors delivered to the house The oven came out with a dent in the door The washer has had 4+ visits from Sears This is a waste of valuable time and these problems should never have dragged on for over a year Sears will continue to work the system and take advantage of J [redacted] Consumer because they can Sincerely, [redacted] ***
April 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered when she scheduled the delivery of her washer and dryer and her request for a refund of the delivery feeIt is unfortunate that we failed [redacted] expectations when she recently scheduled a washer and dryer deliveryWe value [redacted] 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 [redacted] may have experiencedWe want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherAccording to our records, on April 20, [redacted] contacted the store and she cancelled the entire order due to the delivery issuesWe issued a refund of $to [redacted] credit card ending in ***The credit should post to her account within 5-business daysWith that being said, since we have addressed [redacted] issue brought forth in her complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a freezer purchased from Sears [redacted] Sears Delivery Solutions, Support Specialist provided the following response:I have been in contact with [redacted] manager of the Sears in Buffalo, who is working with [redacted] to resolve his concerns [redacted] has agreed to assist [redacted] to assist him with his freezer concernsThe store will process the exchange and schedule delivery of the new freezerThat said, if [redacted] needs any additional assistance we feel it is best that he contact [redacted] at [redacted] or via email at [redacted] If I can be of any additional assistance to [redacted] after the new unit has been delivered, he can reach me at [redacted] ***Since we have noted our response to [redacted] complaint, we ask that this complaint be closed pending future contactWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The response from Sears is not logical Sears is attempting to confuse the issue by stating what work was performed at no cost with the issue at hand: which is that Sears mis-diagnosed the problem and replaced a very expensive component when it did not need to be replacedThe technician notes (which I have a copy of and can provide this "proof" if necessary) states that that the ice maker cycles but does not fill From this statement two things are evident: 1) the ice maker functionality shows no signs of irregularity (i.eit cycles as designed) and 2) water is not making its way to the ice maker.For a scenario where the ice maker was shown to be cycling, yet no water was observed to be flowing to the ice maker, the very first item that should have been checked was to ensure water was getting to the ice maker The water line to the refrigerator should have been checked, the filter should have been checked, and the valve releasing water to the ice maker should have been checked None of this was performed Instead the technician took no time to perform any basic troubleshooting, and went straight to a diagnosis of the ice maker being faulty.I would ask Sears to explain the deduction that the ice maker was the cause without checking any of the more likely causes first Or to explain this deduction without any sort of interrogation of the motherboard while the ice maker was connected Was it because the ice maker was a much more expensive component? Sears' actions in this matter are of questionable integrity Sincerely, [redacted]
January 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations when she recently scheduled service for her dishwasher While researching Ms [redacted] concerns, we found that she was assisted by [redacted] in our Executive Member Support group Ms [redacted] accepted a $credit to her [redacted] account as compensation for the inconvenience she experienced when her repair was rescheduled The refund request was submitted on January 25, 2016, so Ms [redacted] can expect to see the credit post within the next five to seven business days With that said, since Ms [redacted] is no longer interested in having Sears Home Services repair her dishwasher and we have processed the aforementioned refund, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
February 1, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Cynthia [redacted] - # Dear Ms [redacted] : We have completed our investigation of Ms [redacted] ’ complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her rangeAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we have forwarded Ms [redacted] ’ concerns to the District Service Manager for further review On January 30, 2016, the technician returned to Ms [redacted] ’ home to install the parts that were previously ordered Once the parts were installed, the range was tested and found to be operating properly Again, we sincerely regret any inconvenience Ms [redacted] may have experienced due to the delay in repairing her rangeWith that said, since we have completed the repair to Ms [redacted] ’ range, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
May 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] rebuttal As clarification, Mr [redacted] MPA specifically notes: “If your sales receipt, Agreement certificate or this Agreement indicates Shop Service, you must bring the Covered Product to a Sears Repair location and pick it up following completion of serviceTo locate a repair center near you call [redacted] ®In some cases, you will be provided packaging and you must ship the Covered Product to our service location, at our expense, for repair.” Mr [redacted] was renewing the coverage he has had on his receiver since February 20, and the conditions have not changedOur previous offers standIn light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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 dishwasherOur service records indicate that on January 27, 2016, a Sears Home Services technician installed a main control board into Ms [redacted] dishwasherAfter the board was installed the dishwasher was tested and was found to be operating as designedThere have been two subsequent calls where our technicians have noted that the unit is operating properlyIt is important to note that the water at Ms [redacted] home was tested and was found to be hardHard water will hamper the washability of any dishwasherThe most visible (and annoying) effect of hard water is actually on dishes and utensilsThe cloudy white residue left on glasses and silverware is actually from hard water salts, which are left behind when the water evaporates from the dishesThere are a number of ways to both remove and prevent hard water depositsYou can remove hard water buildup in your dishwasher by adding vinegar to the rinse aid compartmentThere are some over the counter products that can assist with hard water; Lemi-Shine is a popular product which has been used with great resultsPer the Master Protection Agreement (MPA) a covered item is eligible for replacement once there have been completed service calls in a month period where functional parts have been usedSince the dishwasher does not qualify for replacement per the aforementioned criteria, we will not be replacing the dishwasherSince we have noted our response to Ms [redacted] complaint, we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 31, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delay in receiving his refund for the return of the oven/microwave comboWe apologize to [redacted] for delay in the refund process and that we failed to meet his expectationsWe reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns [redacted] investigated and reported that when the return occurred, it was a two-step processThe delivery team returned only the cooktop and that was the first refundThe wall oven was uninstalled by our installation teamOnce the wall oven was confirmed returned by the installers, the refund was released for the wall ovenThe credits totaling $for the wall oven were issued on March 29, to [redacted] credit card ending in [redacted] The credits should post to his account within – business daysWith that being said, since we have addressed the concerns brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 10, 2015Nita [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # 10987435- David [redacted] Dear Ms [redacted] :We have completed our investigation of Mr [redacted] complaint regarding a recent order As clarification, the terms of this offer were clear when it was presented to consumers prior to placing their ordersThe consumer was given a choice of the $credit or $in SYWR pointsIn fact, when placing the order, the online sales system was set up to automatically default to the $ credit so the consumer would have to choose the $in points if that is what they wantedThe $credit was applied in their cart and it was visibleMr [redacted] didn’t change it to reflect the $in points so the $credit was applied to his orderThis is also shown on the email confirmation he was sentIt shows the promotions applied and it says: “Get $off OR Members Choose $back in points on Kenmore laundry front load pairs.” The issue seems to be that due to a system error, the screen that confirms your order when you finish, incorrectly stated that $in points had been earnedWe want to reiterate that this is after the terms were clearly noted at the beginningAt this time, we are willing to provide Mr [redacted] with $in SYWR points as a courtesy, but we will not be issuing anything furtherHe does not get both options; the offer was for one or the other$was the maximum value of this offer and that is what we are offering to provide Mr [redacted] withIf Mrhe is dissatisfied with that offer, we can pick up his merchandise and provide him with a refund, which would make him whole Should Mr [redacted] wish to accept either option, he may contact me via email at Tammie[redacted] @searshc.com during business hours and I will make the necessary arrangements In light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely,Tammie [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a compressor purchased at Sears [redacted] ***, Manager of the [redacted] Sears store provided the following response: Mr [redacted] was in the store on Saturday, January 30-th and departed the store with a Craftsman Professional Gallon RHP Oil-Lubricated Professional Air CompressorIf I can be of any additional assistance to Mr [redacted] , he can reach me at [redacted] Since it is my understanding that Mr [redacted] was satisfied with assistance provided at the store, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] These problems have been going on for years and guess this is why Sears closed in Macon, GA and there is only on KmartI told them YEARS ago at Sears I would live to see the day Sears closed in Macon and guess what it did! So my problem is only one of many and this has been proven! I have 30K and sears tools and will never buy anything else from Sears or Kmart as they have proven more the once they do not care about the customer or they would hire people that did there job as both Sears and Kmart have employees more interested about getting you off the phone the helpIf Kmart and Sears really cared the service would not be so poor in the last or so yearsI do not need Sears or Kmart as bad as they need people like me so I ordered a bicycle from Walmart! If Sears and Kmart do not change their ways and hire folks that will do their job Sears and Kmart will not be around much longer just like all but one store in Macon and there is not longer a good Sears in Macon other then a little catalog salesMight be a good idea for all at Sears and Kmart to find another job including YOU! Wake up and smell the roses before it is too late!!!!!!!!!!!!!!!! [redacted] ***
Complaint: [redacted] I am rejecting this response because:No one has tried calling me from sears at allI have never recieved any voice mails or I would have attempted to call back Sincerely, [redacted] ***
January 5, Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: - Vincent [redacted] Dear Ms [redacted] : We have not fully completed our investigation of Mr***’s complaint regarding the service coverage We apologize for the delay in responding to this complaint We forwarded this matter to Cross Country who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response We are committed to providing a fair and equitable resolution and ask that Mr [redacted] allow us ten business days to complete our research In the interim, should Mr [redacted] have any questions, he may contact me directly at [redacted] We apologize again 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
January 20, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] , Auto Center Manager of Unit# ***, who states the following: Ms [redacted] works here in our Full Line store She brought her van over to us complaining of a weak brake pedal and little stopping abilityWe brought her van into the garage and did an evaluationWe found that she had a bad master cylinder so we put an estimate for repair together and she accepted the jobWe install the new MC and took her vehicle for a test driveThe vehicle stopped as it should with a firm pedalMs [redacted] came and picked up her vehicleA couple of weeks later she came to me again and said she was experiencing a similar problem with the vanI sent over an associate to get her keys and bring her van to the garage to see what was going onThe technician came to me and said one of her rear wheel cylinders had blown and was leaking fluid, and it had contaminated the rear shoesI called Ms [redacted] and explained what was going on, and that we couldn’t fix it that night as it was almost closing time She told me she didn’t want to leave it here with me overnight for repair in the morningI did explain that it was unsafe to drive as it was leaking brake fluidShe told me she drove it here so she can drive it home so I had my associate bring her van back around and give her the keyThat was the last I heard from Ms [redacted] with this issue until she sent me an email asking for her money backIn the same email she stated that she decided not to fix the vehicle and traded it in for a new oneHer service was done over months ago and we do not find that any refunds are due That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
March 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding some [redacted] tool she wished to receive replacements forDistrict Manager [redacted] provided the following response: I have spoken with [redacted] and I advised him that if he will bring the broken screw drivers to the Fort Payne location, comparable replacements will be providedThis is a provision of the [redacted] Guarantee and I would like to apologize for any previous misunderstandingShould [redacted] need to speak with me (***) I may be reached at [redacted] during business hoursIn light of the aforementioned information, we respectfully ask that this matter remain closedWe 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
February 17, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: #– Eric [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled sears.com order It is unfortunate that we failed Mr***’s expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we confirmed that separate refund amounts of $250.00, $and $were issued to his Visa ending in on January 24, Mr [redacted] may reply to our email if he has any further questions about this issue or his refund 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 Mr***’s 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 [redacted] Regulatory Complaint Specialist [redacted] ***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his [redacted] incumbent bike On receipt of [redacted] complaint a complete history of the services was conducted and we found that Sears’s service did consult with the manufacture on multiple occasionsThe manufacture did inform Sears’s service that per the owner’s manual the heart rate monitor at the handles might not have an accurate reading due to individual personal issues like dry or callused hands and the owner’s manual states that a chest strap maybe necessary to use for these individualsWith that information Sears Customer Solutions department ordered a chest strap for [redacted] at no cost to him and had this shipped to him in September This was a $value The replacement processed in November was for customer satisfaction only as the item does not qualify for a replacement under the Master Protection agreement or the manufacture warrantySince an equitable resolution has been provided that is commensurate to the circumstances, we ask to have this matter closed We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with delay in receiving her refund for a cancelled item on her online order; and the customer service she received at the Kmart StoreIt is unfortunate that we failed Ms [redacted] expectations when she recently placed an online orderWe value Ms [redacted] 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 Ms [redacted] may have experienced at her local Kmart store especially during the holiday seasonWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe would note that our systems take orders for store pibased on the amount of inventory showing as available in our systemsWhile we strive to have accurate information, it is possible for these numbers to not always be accurateSome of the factors involved can be merchandise which is in a customer’s shopping cart at the store and not yet purchased, other purchases made before the store receives and processes the order, and various inaccuracies that are usually fixed by a manual count inventory that most retail stores do twice a yearThe fact remains that when the store in question received Ms [redacted] order, it appears that they no longer had any of the beard trimmers on hand to fulfill itTypically, when an order is not accepted, the funds that are on hold are released, and usually there are no charges made to the consumer’s account for the cancelled itemIt can take 3-business, depending on the consumer’s banking institute, for the funds to post back to their accountWhen Ms [redacted] called to report that she had not received her refund for the cancelled item, we submitted a research on the refundWe discovered that due to a system error the refund for the cancelled item was not automatically issuedOn December 25, we emailed Ms [redacted] and informed her that we had issued her a credit of $and that the credit would post to her account within 3-business daysWith that said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our fileAgain, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her refrigerator repair.First, we would like to apologize to [redacted] for failing her expectations in regard to his refrigerator repair Upon reviewing the notes within our service system, we find that the repair to [redacted] refrigerator was completed today Also, it appears that on November 5, 2015, Sears Home Warranty offered [redacted] offered $toward a replacement, which is the maximum allowed under her agreement Since she proceeded with the repair, it is our understanding that she will not be utilizing the aforementioned authorization.As to [redacted] request for a refund of the Sears Home Warranty (SHW), she will need to contact SHW directly at [redacted] In the interim, we have included the terms of her agreement pertaining to cancellations VICANCELLATIONYou may void this Agreement within days of the coverage effective date for a full refund of the contract fees paid if no claim has been madeThe right to void this Agreement as provided in this paragraph is not transferableA ten percent penalty per month will be added to any refund required under this paragraph, including any accrued penalties, that is not paid or credited within days after termination of this Agreement pursuant to this paragraphYou may cancel this Agreement within days of the coverage effective date if a claim has been made, or at any time thereafter, at which time you may be entitled to a refund of unearned contract fees paid based on the short rate schedule less a processing fee of twenty-five dollars ($25) and less the cost of any services performed pursuant to the Agreement, where permitted by lawIf the refund calculation results in you owing us payment for services provided, we may bill you for the lesser of the net amount due to us or the unpaid annual term contract feeWe will bill or charge you any balance owed to us through the same mechanism as any previous installment billings, or we will direct bill you if such a mechanism is not available.With that said, since the repair to [redacted] refrigerator has been completed, we ask that this matter be closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.Sincerely, [redacted] ***Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:I did not cause this electrical problem to so-call "manifest" itself to use the words of Sears I agree that problems can come up at any time just as they can with any item or appliance That statement means absolutely nothing How do they explain the numerous problems with the washer before this if it is simply an electrical issue Typical Sears...cause further issues, walk away, and have the homeowner waste more of their time to solve SEARS' problem Of course the technician is going to say that he did not cause the electrical problem Again....bottom line - the unit had power to it before the SEARS technician touched it I do not believe this is a fair solution at all A fair solution would be either: A) Come get the old unit and drop off a new one or B) come get the old unit and give us a complete refund and an apology I would prefer a refund so I can take my business to a company that would value me as a consumer Considering the fact that we (in good faith) purchased over $worth of appliances from Sears and have had nothing but problems with all of them, I don't feel that a refund request is out of line at all The refrigerator has gone through at least technician visits and over doors delivered to the house The oven came out with a dent in the door The washer has had 4+ visits from Sears This is a waste of valuable time and these problems should never have dragged on for over a year Sears will continue to work the system and take advantage of J [redacted] Consumer because they can Sincerely, [redacted] ***
April 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered when she scheduled the delivery of her washer and dryer and her request for a refund of the delivery feeIt is unfortunate that we failed [redacted] expectations when she recently scheduled a washer and dryer deliveryWe value [redacted] 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 [redacted] may have experiencedWe want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherAccording to our records, on April 20, [redacted] contacted the store and she cancelled the entire order due to the delivery issuesWe issued a refund of $to [redacted] credit card ending in ***The credit should post to her account within 5-business daysWith that being said, since we have addressed [redacted] issue brought forth in her complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a freezer purchased from Sears [redacted] Sears Delivery Solutions, Support Specialist provided the following response:I have been in contact with [redacted] manager of the Sears in Buffalo, who is working with [redacted] to resolve his concerns [redacted] has agreed to assist [redacted] to assist him with his freezer concernsThe store will process the exchange and schedule delivery of the new freezerThat said, if [redacted] needs any additional assistance we feel it is best that he contact [redacted] at [redacted] or via email at [redacted] If I can be of any additional assistance to [redacted] after the new unit has been delivered, he can reach me at [redacted] ***Since we have noted our response to [redacted] complaint, we ask that this complaint be closed pending future contactWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The response from Sears is not logical Sears is attempting to confuse the issue by stating what work was performed at no cost with the issue at hand: which is that Sears mis-diagnosed the problem and replaced a very expensive component when it did not need to be replacedThe technician notes (which I have a copy of and can provide this "proof" if necessary) states that that the ice maker cycles but does not fill From this statement two things are evident: 1) the ice maker functionality shows no signs of irregularity (i.eit cycles as designed) and 2) water is not making its way to the ice maker.For a scenario where the ice maker was shown to be cycling, yet no water was observed to be flowing to the ice maker, the very first item that should have been checked was to ensure water was getting to the ice maker The water line to the refrigerator should have been checked, the filter should have been checked, and the valve releasing water to the ice maker should have been checked None of this was performed Instead the technician took no time to perform any basic troubleshooting, and went straight to a diagnosis of the ice maker being faulty.I would ask Sears to explain the deduction that the ice maker was the cause without checking any of the more likely causes first Or to explain this deduction without any sort of interrogation of the motherboard while the ice maker was connected Was it because the ice maker was a much more expensive component? Sears' actions in this matter are of questionable integrity Sincerely, [redacted]