Complaint: I am rejecting this response because: refrigerator will NOT stop freezing food after replacement of water filter.The problem is more complicated Sincerely, Alic [redacted]
April 5, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] 2nd rebuttal to the response we provided regarding the repair of his tv We have received [redacted] 2nd rebuttal, and we again apologize that he is dissatisfied with his tv As stated before, the tv has been damaged by either [redacted] or someone who has been in [redacted] home and is no longer able to be repaired under its Master Protection AgreementOnce a technician deems a product to be damaged in this way, the Master Protection Agreement becomes null and void and coverage is therefore terminated While we understand that [redacted] is concerned with the Wifi connection, the fact remains that this unit is no longer covered under a protection agreement and that any repair would be done at [redacted] expense Unfortunately, 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 grant In [redacted] case we do apologize that we failed his expectations, but we are unable to cover the repair of his tv and our decision is final We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/12/04) */ [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and her request for plumbing reimbursement We ask that [redacted] provide a copy of the plumber's bill noting that she paid $for repairs [redacted] can email me the aforementioned bill to [redacted] or she can fax it to my attention at [redacted] Once we are able to review the requested information, we will provide our final response to [redacted] complaint We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will be faxing a copy of the plumbing bill I paid todayI will be satisfied when I am reimbursed the full amount Final Business Response / [redacted] (4000, 9, 2014/12/08) */ [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and her request for plumbing reimbursement We have received [redacted] bill in the amount of $for repairs to her jet pumpWith that said, a bank check in the amount of $has been processed and should be received within 10-daysSince we have sent [redacted] a bank check as promised, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
February 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent orders Upon review of the issue, it does not appear that there was an issue with inventoryWhat we were able to determine was that there was an issue with the payment method used and the order was canceled by our fraud review departmentThis could have been due to the phone number, name, address or email address not matching the card payment billing informationThe account used was never charged for any of the ordersWe did however offer to provide Ms [redacted] with 7,Shop Your Way Rewards account points as a courtesy and she acceptedAdditionally, she was offered 10% off of a new orderWe apologize for any inconvenience Ms [redacted] may have experienced, but these measures are taken for the protection of our members to prevent issues with identity theft and fraud In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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 Complaint Specialist Sears Holdings Corporation [redacted]
November 5, 2015Revdex.com [redacted] North Wabash Ave., Ste2006Chicago, IL [redacted] 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 mannerPursuant to the [redacted] complaint, the replacement unit has been installedThe final inspection with the county took place on 11/03/and passedI confirmed with [redacted] that there are no additional concerns at this timeAt this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value the [redacted] as customers and apologize for any frustrations or inconveniences they may have experiencedIf you have any questions or concerns, please contact me directly at [redacted] Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 13, 2015/03/31) */ March 31, [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and the delivery arrangements for a [redacted] treadmill purchased on sears.com It is unfortunate that we failed [redacted] expectations when she recently placed an order for a [redacted] treadmill from sears.comWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we sent an email directly to [redacted] on March 13, 2015, to inform her that a refund of $was issued to her [redacted] account ending in [redacted] on the same dateOur records indicate that the remaining credit of $was previously issued on January 14, [redacted] may reply to our email if she has any further questions about this issue or her refundAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future she will allow us the opportunity to provide her 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 possibleWe respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
Complaint: I am rejecting this response because: I sent a few messages stating that I received only shipping labels and received no responseIf the message “you can keep the item or return it by your own we will process you the complete refund” does not mean that I could keep the merchandise and still get a refund, then please provide me with an explanation WHAT it really means and, most important, WHY it was sent to me? It's been months since I started asking for a refund and I still don't have itFirst, I received the wrong color, later I received a fake phone number of the third party (seller), then I received an email that does not mean what it says, later lables instead of Seems like too many errors to me Sincerely, Elena ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his garage door opener [redacted] Sears Home Services, Support Specialist provided the following response: [redacted] notes in his rebuttal that a bracket was not replaced during last week’s service callThe technician was contacted and informed me that the bracket is actually part of the garage door, not the openerAdditionally, this part will need to be replaced by a Garage Door Service providerIf [redacted] has any other questions he can reach me at [redacted] Since we have noted our response to [redacted] rebuttal and have referred him to a garage door company for resolution, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from SearsWe apologize that [redacted] refrigerator failed to meet his expectations of longevityThe reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision [redacted] did not purchase additional coverage, but he was provided with a complimentary one year Repair Protection Agreement (RPA) on February 23, which has now expiredAs such, we feel it is unreasonable to expect Sears to bear the cost of repair and we are unable to grant his request We sincerely apologize for any inconvenience [redacted] may have experienced and respectfully ask that this matter be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a pressure washer purchased from SearsMr [redacted] purchased the pressure washer noted in his complaint on February 3, and it was covered by the manufacturers year warranty which expired on February 3, Sears has contracted with [redacted] Doc in Saint Peters to service our local carry in consumers with their gas powered equipment service needsThat said, I contacted [redacted] from [redacted] Doc to get information from the initial April service call as well as the service call from last monthI was informed that on April 17, the pressure washer was dropped off for serviceThe complaint was that the pressure washer was leaking oil from the air filter and the hose had a kinkThe hose was repaired and the technician removed the excess oil from the crank case as it had been overfilledOnce repaired, the unit was picked upSears provided Mr [redacted] with a complimentary month Repair Protection Agreement (RPA) which expired on August 3, In April 2016, Mr [redacted] returned to [redacted] Doc and checked in the pressure washerThe complaint was that oil was leaking from the air filterIt is important to note that oil leaking from the oil filter is an indication that the crankcase has been overfilled with oil or the unit has been tipped over causing the oil leak [redacted] Doc informed me that oil in the engine was not clean and there was too much oil again found in the crankcaseThe dirty oil untimely caused internal damage to the cylinderIf the proper maintance procedures noted in the Owner’s Manual would have been followed, the problems Mr [redacted] experienced would not have occurredThe unit is not covered by any coverage and Sears will not be having the unit repaired at no costSince we have noted our response to Mr [redacted] ’s complaint, 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 Adam[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:Dear [redacted] It is apparent that Mr [redacted] , who sits hundreds of miles away has made no attempt to satisfactorily resolve this [redacted] dishwasher problem to our mutual agreement His first and second response was disingenuous at best! That is clear in his omitting all the pertinent and truthful chronology of what happened since the this unfortunate repair attempt began.Further as stated, this dishwasher is NOT used on a yearly basis and is like new It is used maximum days per year Therefore we can hardly remain here to satisfy what he calls four repair services We are here hardly three months a year and this should be resolved within those three months He has made no attempt to resolve or mediate the situationIt is apparent that Mr [redacted] , who sits hundreds of miles away has made no attempt to satisfactorily resolve this [redacted] dishwasher problem to our mutual agreement His first and second response was disingenuous at best! That is clear in his omitting all the pertinent and truthful chronology of what happened since the this unfortunate repair attempt began.We have stated in chronological order proving that there apparently is a lack of truthfulness to Mr [redacted] s reply He purposely neglected to state that this situation has been going on since Jan 14!Further as stated, this dishwasher is NOT used on a yearly basis and is like new It is used maximum days per year Therefore we can hardly remain here to satisfy what he calls four repair services We are here hardly three months a year and this should be resolved within those three months He has made no attempt to resolve or mediate the situation I have experienced nothing but dissatisfaction from SEARS repair department and worse, inexperienced repairmen who have shown visible frustration in attempting to repair my [redacted] dishwasher and the last guru workman said the problem was a simple solution to throw in a cup of vinegar!! Most unusual solution which you will agree.Every three years we renew our service contracts with SEARS Throughout the years, most have been regular "check up" service callsThe customer satisfaction to date has been lack of concern and lack of servicing With the amount of money we have spent in buying your contracts year after year we could have purchased a new dishwasher! We arrived here on January 14, for our annual visit and immediately noticed the [redacted] Dishwasher was not performing correctly Water was not entering the unit to cleanse the items.We immediately set up a service call through our contract which we have had for many years.Below is a chronological history of the subsequent horror that occurred after SEARS repairmen attempted to fix the dishwasher The repair man who was assigned the second and third time consecutively, damaged the inside of the dishwasher What once was a pristine shiny interior is now scratched and dented due to negligence of the repairman! This is intolerable!! Chronological Order of Attempted Repairs January - SEARS repairman arrived Stated he could not fix the unit because the repair required new parts He wondered why they were not ordered at the time the call was placed He ordered parts, and scheduled another appointment for January January - SEARS repairman arrived Showed visible frustration in repairing the unit Called his office several times for instructions Then declared it worked until I requested he turn the dishwasher on before leaving it DID NOT WORK! He again showed frustration, called the office, removed the part, reinstalled it and declared it would work this time Once again it DID NOT! January - the same repairman returned with another new part Again showed frustration in repairing the unit Placed his heavy industrial size portable screw driver on top of the inside ledge of the dishwasher several times I watch in horror as it fell off the inside ledge and scratched and dented the inside of my once pristine inside panel(see photos) January - another repair person arrived and this time in a dramatic fashion and tone of voice declared the problem was simple I should throw some vinegar into the unit every other time of use! He never attempted to look at the part replacement to see if perhaps it was installed correctly Is this what you train your repair people to say to consumers?? To add insult to injury he termed the call instruction!! February - new repair date!! Another delay and put off for another week This is more than a month that I have been unable to use my dishwasher This is unheard of, intolerable and far too stressful and a waste of time to wait for inexperienced repairmen who are stifled as to how to repair or service a dishwasher! Something they are schooled and paid to do most inefficient All calls to SEARS to resolve this problem are unsatisfactory Managers not only have no authority to over ride a situation gone awry but due to poor policy cannot think above and beyond reading text book solutions which are most unsatisfying And certainly do not fulfill the term customer serviceOne size does not fit all!! Today I placed one of many calls only to be put off for another week of waiting for another inefficient service repair How much longer is this going to go on??? Is it SEARS objective to continue to upset customers to the point of perhaps giving up? This type of service should never have happened For the amount of money I have spent in inadequate service contracts I could have purchased a new dishwasher and not have had these enormous problems It is apparent that Mr [redacted] does not want to provide nor restore our confidence in SEARS products and service I trust this can be resolved without going further in a legal effort Sincerely, [redacted] I have experienced nothing but dissatisfaction from SEARS repair department and worse, inexperienced repairmen who have shown visible frustration in attempting to repair my [redacted] dishwasher and the last guru workman said the problem was a simple solution to throw in a cup of vinegar!! Most unusual solution which you will agree.Every three years we renew our service contracts with SEARS Throughout the years, most have been regular "check up" service callsThe customer satisfaction to date has been lack of concern and lack of servicing With the amount of money we have spent in buying your contracts year after year we could have purchased a new dishwasher! We arrived here on January 14, for our annual visit and immediately noticed the [redacted] Dishwasher was not performing correctly Water was not entering the unit to cleanse the items.We immediately set up a service call through our contract which we have had for many years.Below is a chronological history of the subsequent horror that occurred after SEARS repairmen attempted to fix the dishwasher The repair man who was assigned the second and third time consecutively, damaged the inside of the dishwasher What once was a pristine shiny interior is now scratched and dented due to negligence of the repairman! This is intolerable!! Chronological Order of Attempted Repairs January - SEARS repairman arrived Stated he could not fix the unit because the repair required new parts He wondered why they were not ordered at the time the call was placed He ordered parts, and scheduled another appointment for January January - SEARS repairman arrived Showed visible frustration in repairing the unit Called his office several times for instructions Then declared it worked until I requested he turn the dishwasher on before leaving it DID NOT WORK! He again showed frustration, called the office, removed the part, reinstalled it and declared it would work this time Once again it DID NOT! January - the same repairman returned with another new part Again showed frustration in repairing the unit Placed his heavy industrial size portable screw driver on top of the inside ledge of the dishwasher several times I watch in horror as it fell off the inside ledge and scratched and dented the inside of my once pristine inside panel(see photos) January - another repair person arrived and this time in a dramatic fashion and tone of voice declared the problem was simple I should throw some vinegar into the unit every other time of use! He never attempted to look at the part replacement to see if perhaps it was installed correctly Is this what you train your repair people to say to consumers?? To add insult to injury he termed the call instruction!! February - new repair date!! Another delay and put off for another week This is more than a month that I have been unable to use my dishwasher This is unheard of, intolerable and far too stressful and a waste of time to wait for inexperienced repairmen who are stifled as to how to repair or service a dishwasher! Something they are schooled and paid to do most inefficient All calls to SEARS to resolve this problem are unsatisfactory Managers not only have no authority to over ride a situation gone awry but due to poor policy cannot think above and beyond reading text book solutions which are most unsatisfying And certainly do not fulfill the term customer serviceOne size does not fit all!! Today I placed one of many calls only to be put off for another week of waiting for another inefficient service repair How much longer is this going to go on??? Is it SEARS objective to continue to upset customers to the point of perhaps giving up? This type of service should never have happened For the amount of money I have spent in inadequate service contracts I could have purchased a new dishwasher and not have had these enormous problems It is apparent that Mr [redacted] does not want to provide nor restore our confidence in SEARS products and service I trust this can be resolved without going further in a legal effort Sincerely, [redacted] Sincerely, [redacted]
Nita [redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Harshnil *** # Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding a refrigerator purchased from the Sears Outlet in ClearwaterIt is our understanding that on Monday, December 7, 2015, the doors and power cord on Mr***’s refrigerator were swapped out by Nationwide ApplianceIf there are any additional concerns that Mr [redacted] needs to have addressed, we ask that he contact Amanda, the Assistant Store Manager by calling [redacted] As stated, since the doors and power cord were changed, 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 concerns.Sincerely,Adam [redacted] Regulatory Claims SpecialistSears Holdings CorporationAdam[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] rebuttal regarding repairs to his refrigeratorIt is important to note that the refrigerator and freezer continue to function as designed, this is an ice make issueAdditionally, the manufacturer’s warranty, which expired on December 4, 2015, calls for repair, not replacementThat said, we reiterate that we have placed a one year Repair Protection Agreement (RPA) on the refrigerator which will expire on January 4, We have asked Mr [redacted] to schedule and have another service call on the refrigerator and if after service the unit fails and I can have a technician verify the failure, I will replace the unitSince we have provided Mr [redacted] with a one year RPA to cover his refrigerator and have noted our additional request for service, we ask that this complaint remain closed pending future contactWe 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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that repairs to [redacted] refrigerator were completed on April 7, The notes from the service call note that the technician installed a new compressor, drier assembly and an access valveOne the unit was tested it was found to be operating as expectedWithin her complaint [redacted] noted that Sears website states that if you have problems then it is at the customer’s discretion whether or not to have it fixed or replacedAdditionally she states that they are not standing behind what they are publicizingWe feel it is important to clarify that [redacted] refrigerator was covered by [redacted] one year parts and labor warranty, which expired on July 10, The refrigerator is now only covered by [redacted] sealed system warrantySears will abide by the terms of [redacted] warranty and repair the refrigerator as neededThere is no replacement option noted in [redacted] warrantySince we have noted the aforementioned repairs to [redacted] refrigerator, we ask that this complaint be closedWe apologize to [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]
February 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint on behalf of her grandfather, [redacted] regarding her dissatisfaction with the delay in refund for return of the washerUpon receipt of [redacted] complaint we contacted her to confirm the name and address listed on the purchase and return of the washer [redacted] confirmed the receipts are listed under [redacted] stated that she contacted Assistant Store Manager [redacted] regarding [redacted] refund, and it was discovered that due to a system glitch the refund did not process [redacted] issued a help ticket to resolve the issue and on February 17, we re-issued [redacted] a credit of $to his credit card ending with [redacted] also inquired about the late charges added to [redacted] account due to the credit delayWe reached out to [redacted] to research and assist with [redacted] concern [redacted] with [redacted] contacted [redacted] and he was advised that [redacted] had refunded all late fees and interest charges that were assessed related to this disputed transaction [redacted] was satisfied with the monetary adjustmentsWith that being said, since we have addressed the issues 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]
February 3, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: Larry [redacted] - # Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal to our previous response Upon receiving Mr [redacted] ’s follconcerns, we scheduled a repair appointment online at SearsHomeServices.com Mr [redacted] is currently scheduled for February 9, between 8am and 12pm; this was the soonest appointment available If the appointment is not convenient, Mr [redacted] can go online and cancel and/or reschedule the appointment Or, Mr [redacted] can call [redacted] , which is a different telephone number from the one originally provide, and request a cancellation or reschedule With that said, since Mr [redacted] has been scheduled for service and provided with two means of contacting Sears Home Services, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Initial Business Response / [redacted] (1000, 5, 2014/12/16) */ Contact Name and Title: [redacted] Contact Email: [redacted] December 16, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding receiving the incorrect item ordered via sears.com and not receiving her return label Upon receiving [redacted] complaint, we escalated her concerns to [redacted] , Senior Case Manager, who states the following: I have received your [redacted] complaint, and have reviewed your concernsPlease accept my sincere apologies for any frustration and inconvenience you may have experienced with your online order [redacted] After a full investigation of your order and the facts you provided, I have processed a full refund back to your account for the incorrect itemPlease feel free to keep the wrong item, donate or re-giftPlease accept this as our apologies for the error and the lack of service in getting a return label sent to you Your SYWR points have been transferred back to your account for $ A credit was issued a refund of $ to your Pay Pal accountYour sales check number for this transaction is: [redacted] This credit should be viewable by your financial establishment within 3-business daysThat being said, because we have addressed [redacted] concerns, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
The only thing wrong with the refrigerator was that it would not go into the defrost cycleWhat ever the technician did to my refrigerator caused it to completely malfunctionThe technician may have made a mistake and possibly did something wrongIt was functioning perfectly other than ice building up at the bottom of the refrigeratorIn that case it is there responsibility to fix what ever he did wrongI have spent many hours on the phone and [redacted] at Sears Brandon, Fl store spent hours and spoke to peopleShe told me to come back later and by then she should have it sorted outI had her call the person who said that they would replace the refrigerator if the recall problem did not solve the issueShe had him on speaker phone while she spoke to himHe told her it would take 24-hours to get the service recordsIf after they fix the recall problem it still doesn't work then they would replace the unitThe service technician called my wife a week later and told her he had already fixed the recall problemThey either broke the refrigerator while they were fixing itOr on 3/it failed not for the original problem but for a completely different oneEither way they are responsible for the refrigerator
Complaint: [redacted] I am rejecting this response because the freezer and ice maker and not functioning properlyMy wife was home during the repair and advised the technician did not tell her what was repaired nor did he leave an invoiceI called the technician and left a voicemail requesting a call back on 12-but have not heard backRepairs were seemingly made proper and I contacted Sears on 12-to see about purchasing a Master Protection Plan It was my understanding that the damage to the unit are a result of the failed compressor, so the Service Protection Plan I had previously purchased would not be used on this repair and once the unit was 100% functional I could use the amount I previously paid for the Service Protection Plan as a credit toward purchasing the more comprehensive Master Protection Plan in the event this were to happen againWhen I called Sears to inquire about doing this they advised me that the compressor and dryer were covered under warranty, however a $main pc board along with the labor for all parts were paid for under my Service Protection Plan and I would not be eligible to buy a Master Protection Plan until my Service Protection Plan was in place for yearThis confused me because this what not what I was told by management at Sears Customer SolutionsThe refrigerator seemed to be cooling adequately, however later in the evening on 12-I noticed the freezer not keeping items as frozen as they should be (ie mushy ice cream, peas, fruit and limp ice packs)I called Sears on 12-to advise of this and was advised to flip the breaker for the unit on my home's panel box and to wait seconds before flipping it back onThere was an audible "buzzing" noise prior to flipping the switch that stopped after turning the switch off and then back onThe technician was adamant that this would resolve the issue and that all items in the freezer should be solid within a few hoursAfter doing this the ice maker stopped workingI called Sears back and the technician advised me to remove the cubes from the tray and flip the ice maker off and then back on and that should resolve the issueI performed this and the ice maker has not workedLater that evening (several hours later) I noticed no improvement on the items in the freezer and called Sears back and was advised the technician would contact me and possibly come to my home the following day (12/7)I contacted Sears on 12-and was advised a technician will come on 12-to make another attempt at repair I was also advised that I could put in a request for cashing in my Service Smart Agreement to get a voucher for $off a new fridge, but I explained that the damage was a result of warrantied parts and asked why would I want to spend $2,on a comparable new unit when this one should be repaired or replaced at Sears expenseOnce again I am needing to take time off work, interrupt my wife's sleep (she works nights) and have lost food in the processI am disappointed in the way Sears has "handled" this from top to bottomThere are severe inconsistencies on their end at the customers expenseI have young children and a wife and we cannot afford to keep loosing foodI demand Sears make this right, whether that be repair the fridge at no further cost to me and give me a Master Protection Plan or to replace my refrigerator with a comparable model at no further cost to me Sincerely, [redacted]
Complaint: I am rejecting this response because: refrigerator will NOT stop freezing food after replacement of water filter.The problem is more complicated Sincerely, Alic [redacted]
April 5, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] 2nd rebuttal to the response we provided regarding the repair of his tv We have received [redacted] 2nd rebuttal, and we again apologize that he is dissatisfied with his tv As stated before, the tv has been damaged by either [redacted] or someone who has been in [redacted] home and is no longer able to be repaired under its Master Protection AgreementOnce a technician deems a product to be damaged in this way, the Master Protection Agreement becomes null and void and coverage is therefore terminated While we understand that [redacted] is concerned with the Wifi connection, the fact remains that this unit is no longer covered under a protection agreement and that any repair would be done at [redacted] expense Unfortunately, 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 grant In [redacted] case we do apologize that we failed his expectations, but we are unable to cover the repair of his tv and our decision is final We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/12/04) */ [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and her request for plumbing reimbursement We ask that [redacted] provide a copy of the plumber's bill noting that she paid $for repairs [redacted] can email me the aforementioned bill to [redacted] or she can fax it to my attention at [redacted] Once we are able to review the requested information, we will provide our final response to [redacted] complaint We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will be faxing a copy of the plumbing bill I paid todayI will be satisfied when I am reimbursed the full amount Final Business Response / [redacted] (4000, 9, 2014/12/08) */ [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and her request for plumbing reimbursement We have received [redacted] bill in the amount of $for repairs to her jet pumpWith that said, a bank check in the amount of $has been processed and should be received within 10-daysSince we have sent [redacted] a bank check as promised, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
February 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent orders Upon review of the issue, it does not appear that there was an issue with inventoryWhat we were able to determine was that there was an issue with the payment method used and the order was canceled by our fraud review departmentThis could have been due to the phone number, name, address or email address not matching the card payment billing informationThe account used was never charged for any of the ordersWe did however offer to provide Ms [redacted] with 7,Shop Your Way Rewards account points as a courtesy and she acceptedAdditionally, she was offered 10% off of a new orderWe apologize for any inconvenience Ms [redacted] may have experienced, but these measures are taken for the protection of our members to prevent issues with identity theft and fraud In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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 Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: I am rejecting this response because: Sears was responsible for the AC unit, Installation, and maintenance Sincerely, Laura ***
November 5, 2015Revdex.com [redacted] North Wabash Ave., Ste2006Chicago, IL [redacted] 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 mannerPursuant to the [redacted] complaint, the replacement unit has been installedThe final inspection with the county took place on 11/03/and passedI confirmed with [redacted] that there are no additional concerns at this timeAt this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value the [redacted] as customers and apologize for any frustrations or inconveniences they may have experiencedIf you have any questions or concerns, please contact me directly at [redacted] Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 13, 2015/03/31) */ March 31, [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and the delivery arrangements for a [redacted] treadmill purchased on sears.com It is unfortunate that we failed [redacted] expectations when she recently placed an order for a [redacted] treadmill from sears.comWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we sent an email directly to [redacted] on March 13, 2015, to inform her that a refund of $was issued to her [redacted] account ending in [redacted] on the same dateOur records indicate that the remaining credit of $was previously issued on January 14, [redacted] may reply to our email if she has any further questions about this issue or her refundAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future she will allow us the opportunity to provide her 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 possibleWe respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
Complaint: I am rejecting this response because: I sent a few messages stating that I received only shipping labels and received no responseIf the message “you can keep the item or return it by your own we will process you the complete refund” does not mean that I could keep the merchandise and still get a refund, then please provide me with an explanation WHAT it really means and, most important, WHY it was sent to me? It's been months since I started asking for a refund and I still don't have itFirst, I received the wrong color, later I received a fake phone number of the third party (seller), then I received an email that does not mean what it says, later lables instead of Seems like too many errors to me Sincerely, Elena ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his garage door opener [redacted] Sears Home Services, Support Specialist provided the following response: [redacted] notes in his rebuttal that a bracket was not replaced during last week’s service callThe technician was contacted and informed me that the bracket is actually part of the garage door, not the openerAdditionally, this part will need to be replaced by a Garage Door Service providerIf [redacted] has any other questions he can reach me at [redacted] Since we have noted our response to [redacted] rebuttal and have referred him to a garage door company for resolution, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from SearsWe apologize that [redacted] refrigerator failed to meet his expectations of longevityThe reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision [redacted] did not purchase additional coverage, but he was provided with a complimentary one year Repair Protection Agreement (RPA) on February 23, which has now expiredAs such, we feel it is unreasonable to expect Sears to bear the cost of repair and we are unable to grant his request We sincerely apologize for any inconvenience [redacted] may have experienced and respectfully ask that this matter be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a pressure washer purchased from SearsMr [redacted] purchased the pressure washer noted in his complaint on February 3, and it was covered by the manufacturers year warranty which expired on February 3, Sears has contracted with [redacted] Doc in Saint Peters to service our local carry in consumers with their gas powered equipment service needsThat said, I contacted [redacted] from [redacted] Doc to get information from the initial April service call as well as the service call from last monthI was informed that on April 17, the pressure washer was dropped off for serviceThe complaint was that the pressure washer was leaking oil from the air filter and the hose had a kinkThe hose was repaired and the technician removed the excess oil from the crank case as it had been overfilledOnce repaired, the unit was picked upSears provided Mr [redacted] with a complimentary month Repair Protection Agreement (RPA) which expired on August 3, In April 2016, Mr [redacted] returned to [redacted] Doc and checked in the pressure washerThe complaint was that oil was leaking from the air filterIt is important to note that oil leaking from the oil filter is an indication that the crankcase has been overfilled with oil or the unit has been tipped over causing the oil leak [redacted] Doc informed me that oil in the engine was not clean and there was too much oil again found in the crankcaseThe dirty oil untimely caused internal damage to the cylinderIf the proper maintance procedures noted in the Owner’s Manual would have been followed, the problems Mr [redacted] experienced would not have occurredThe unit is not covered by any coverage and Sears will not be having the unit repaired at no costSince we have noted our response to Mr [redacted] ’s complaint, 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 Adam[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:Dear [redacted] It is apparent that Mr [redacted] , who sits hundreds of miles away has made no attempt to satisfactorily resolve this [redacted] dishwasher problem to our mutual agreement His first and second response was disingenuous at best! That is clear in his omitting all the pertinent and truthful chronology of what happened since the this unfortunate repair attempt began.Further as stated, this dishwasher is NOT used on a yearly basis and is like new It is used maximum days per year Therefore we can hardly remain here to satisfy what he calls four repair services We are here hardly three months a year and this should be resolved within those three months He has made no attempt to resolve or mediate the situationIt is apparent that Mr [redacted] , who sits hundreds of miles away has made no attempt to satisfactorily resolve this [redacted] dishwasher problem to our mutual agreement His first and second response was disingenuous at best! That is clear in his omitting all the pertinent and truthful chronology of what happened since the this unfortunate repair attempt began.We have stated in chronological order proving that there apparently is a lack of truthfulness to Mr [redacted] s reply He purposely neglected to state that this situation has been going on since Jan 14!Further as stated, this dishwasher is NOT used on a yearly basis and is like new It is used maximum days per year Therefore we can hardly remain here to satisfy what he calls four repair services We are here hardly three months a year and this should be resolved within those three months He has made no attempt to resolve or mediate the situation I have experienced nothing but dissatisfaction from SEARS repair department and worse, inexperienced repairmen who have shown visible frustration in attempting to repair my [redacted] dishwasher and the last guru workman said the problem was a simple solution to throw in a cup of vinegar!! Most unusual solution which you will agree.Every three years we renew our service contracts with SEARS Throughout the years, most have been regular "check up" service callsThe customer satisfaction to date has been lack of concern and lack of servicing With the amount of money we have spent in buying your contracts year after year we could have purchased a new dishwasher! We arrived here on January 14, for our annual visit and immediately noticed the [redacted] Dishwasher was not performing correctly Water was not entering the unit to cleanse the items.We immediately set up a service call through our contract which we have had for many years.Below is a chronological history of the subsequent horror that occurred after SEARS repairmen attempted to fix the dishwasher The repair man who was assigned the second and third time consecutively, damaged the inside of the dishwasher What once was a pristine shiny interior is now scratched and dented due to negligence of the repairman! This is intolerable!! Chronological Order of Attempted Repairs January - SEARS repairman arrived Stated he could not fix the unit because the repair required new parts He wondered why they were not ordered at the time the call was placed He ordered parts, and scheduled another appointment for January January - SEARS repairman arrived Showed visible frustration in repairing the unit Called his office several times for instructions Then declared it worked until I requested he turn the dishwasher on before leaving it DID NOT WORK! He again showed frustration, called the office, removed the part, reinstalled it and declared it would work this time Once again it DID NOT! January - the same repairman returned with another new part Again showed frustration in repairing the unit Placed his heavy industrial size portable screw driver on top of the inside ledge of the dishwasher several times I watch in horror as it fell off the inside ledge and scratched and dented the inside of my once pristine inside panel(see photos) January - another repair person arrived and this time in a dramatic fashion and tone of voice declared the problem was simple I should throw some vinegar into the unit every other time of use! He never attempted to look at the part replacement to see if perhaps it was installed correctly Is this what you train your repair people to say to consumers?? To add insult to injury he termed the call instruction!! February - new repair date!! Another delay and put off for another week This is more than a month that I have been unable to use my dishwasher This is unheard of, intolerable and far too stressful and a waste of time to wait for inexperienced repairmen who are stifled as to how to repair or service a dishwasher! Something they are schooled and paid to do most inefficient All calls to SEARS to resolve this problem are unsatisfactory Managers not only have no authority to over ride a situation gone awry but due to poor policy cannot think above and beyond reading text book solutions which are most unsatisfying And certainly do not fulfill the term customer serviceOne size does not fit all!! Today I placed one of many calls only to be put off for another week of waiting for another inefficient service repair How much longer is this going to go on??? Is it SEARS objective to continue to upset customers to the point of perhaps giving up? This type of service should never have happened For the amount of money I have spent in inadequate service contracts I could have purchased a new dishwasher and not have had these enormous problems It is apparent that Mr [redacted] does not want to provide nor restore our confidence in SEARS products and service I trust this can be resolved without going further in a legal effort Sincerely, [redacted] I have experienced nothing but dissatisfaction from SEARS repair department and worse, inexperienced repairmen who have shown visible frustration in attempting to repair my [redacted] dishwasher and the last guru workman said the problem was a simple solution to throw in a cup of vinegar!! Most unusual solution which you will agree.Every three years we renew our service contracts with SEARS Throughout the years, most have been regular "check up" service callsThe customer satisfaction to date has been lack of concern and lack of servicing With the amount of money we have spent in buying your contracts year after year we could have purchased a new dishwasher! We arrived here on January 14, for our annual visit and immediately noticed the [redacted] Dishwasher was not performing correctly Water was not entering the unit to cleanse the items.We immediately set up a service call through our contract which we have had for many years.Below is a chronological history of the subsequent horror that occurred after SEARS repairmen attempted to fix the dishwasher The repair man who was assigned the second and third time consecutively, damaged the inside of the dishwasher What once was a pristine shiny interior is now scratched and dented due to negligence of the repairman! This is intolerable!! Chronological Order of Attempted Repairs January - SEARS repairman arrived Stated he could not fix the unit because the repair required new parts He wondered why they were not ordered at the time the call was placed He ordered parts, and scheduled another appointment for January January - SEARS repairman arrived Showed visible frustration in repairing the unit Called his office several times for instructions Then declared it worked until I requested he turn the dishwasher on before leaving it DID NOT WORK! He again showed frustration, called the office, removed the part, reinstalled it and declared it would work this time Once again it DID NOT! January - the same repairman returned with another new part Again showed frustration in repairing the unit Placed his heavy industrial size portable screw driver on top of the inside ledge of the dishwasher several times I watch in horror as it fell off the inside ledge and scratched and dented the inside of my once pristine inside panel(see photos) January - another repair person arrived and this time in a dramatic fashion and tone of voice declared the problem was simple I should throw some vinegar into the unit every other time of use! He never attempted to look at the part replacement to see if perhaps it was installed correctly Is this what you train your repair people to say to consumers?? To add insult to injury he termed the call instruction!! February - new repair date!! Another delay and put off for another week This is more than a month that I have been unable to use my dishwasher This is unheard of, intolerable and far too stressful and a waste of time to wait for inexperienced repairmen who are stifled as to how to repair or service a dishwasher! Something they are schooled and paid to do most inefficient All calls to SEARS to resolve this problem are unsatisfactory Managers not only have no authority to over ride a situation gone awry but due to poor policy cannot think above and beyond reading text book solutions which are most unsatisfying And certainly do not fulfill the term customer serviceOne size does not fit all!! Today I placed one of many calls only to be put off for another week of waiting for another inefficient service repair How much longer is this going to go on??? Is it SEARS objective to continue to upset customers to the point of perhaps giving up? This type of service should never have happened For the amount of money I have spent in inadequate service contracts I could have purchased a new dishwasher and not have had these enormous problems It is apparent that Mr [redacted] does not want to provide nor restore our confidence in SEARS products and service I trust this can be resolved without going further in a legal effort Sincerely, [redacted] Sincerely, [redacted]
Nita [redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Harshnil *** # Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding a refrigerator purchased from the Sears Outlet in ClearwaterIt is our understanding that on Monday, December 7, 2015, the doors and power cord on Mr***’s refrigerator were swapped out by Nationwide ApplianceIf there are any additional concerns that Mr [redacted] needs to have addressed, we ask that he contact Amanda, the Assistant Store Manager by calling [redacted] As stated, since the doors and power cord were changed, 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 concerns.Sincerely,Adam [redacted] Regulatory Claims SpecialistSears Holdings CorporationAdam[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] *** [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] rebuttal regarding repairs to his refrigeratorIt is important to note that the refrigerator and freezer continue to function as designed, this is an ice make issueAdditionally, the manufacturer’s warranty, which expired on December 4, 2015, calls for repair, not replacementThat said, we reiterate that we have placed a one year Repair Protection Agreement (RPA) on the refrigerator which will expire on January 4, We have asked Mr [redacted] to schedule and have another service call on the refrigerator and if after service the unit fails and I can have a technician verify the failure, I will replace the unitSince we have provided Mr [redacted] with a one year RPA to cover his refrigerator and have noted our additional request for service, we ask that this complaint remain closed pending future contactWe 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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services records indicate that repairs to [redacted] refrigerator were completed on April 7, The notes from the service call note that the technician installed a new compressor, drier assembly and an access valveOne the unit was tested it was found to be operating as expectedWithin her complaint [redacted] noted that Sears website states that if you have problems then it is at the customer’s discretion whether or not to have it fixed or replacedAdditionally she states that they are not standing behind what they are publicizingWe feel it is important to clarify that [redacted] refrigerator was covered by [redacted] one year parts and labor warranty, which expired on July 10, The refrigerator is now only covered by [redacted] sealed system warrantySears will abide by the terms of [redacted] warranty and repair the refrigerator as neededThere is no replacement option noted in [redacted] warrantySince we have noted the aforementioned repairs to [redacted] refrigerator, we ask that this complaint be closedWe apologize to [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]
February 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint on behalf of her grandfather, [redacted] regarding her dissatisfaction with the delay in refund for return of the washerUpon receipt of [redacted] complaint we contacted her to confirm the name and address listed on the purchase and return of the washer [redacted] confirmed the receipts are listed under [redacted] stated that she contacted Assistant Store Manager [redacted] regarding [redacted] refund, and it was discovered that due to a system glitch the refund did not process [redacted] issued a help ticket to resolve the issue and on February 17, we re-issued [redacted] a credit of $to his credit card ending with [redacted] also inquired about the late charges added to [redacted] account due to the credit delayWe reached out to [redacted] to research and assist with [redacted] concern [redacted] with [redacted] contacted [redacted] and he was advised that [redacted] had refunded all late fees and interest charges that were assessed related to this disputed transaction [redacted] was satisfied with the monetary adjustmentsWith that being said, since we have addressed the issues 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]
February 3, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: Larry [redacted] - # Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal to our previous response Upon receiving Mr [redacted] ’s follconcerns, we scheduled a repair appointment online at SearsHomeServices.com Mr [redacted] is currently scheduled for February 9, between 8am and 12pm; this was the soonest appointment available If the appointment is not convenient, Mr [redacted] can go online and cancel and/or reschedule the appointment Or, Mr [redacted] can call [redacted] , which is a different telephone number from the one originally provide, and request a cancellation or reschedule With that said, since Mr [redacted] has been scheduled for service and provided with two means of contacting Sears Home Services, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Initial Business Response / [redacted] (1000, 5, 2014/12/16) */ Contact Name and Title: [redacted] Contact Email: [redacted] December 16, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding receiving the incorrect item ordered via sears.com and not receiving her return label Upon receiving [redacted] complaint, we escalated her concerns to [redacted] , Senior Case Manager, who states the following: I have received your [redacted] complaint, and have reviewed your concernsPlease accept my sincere apologies for any frustration and inconvenience you may have experienced with your online order [redacted] After a full investigation of your order and the facts you provided, I have processed a full refund back to your account for the incorrect itemPlease feel free to keep the wrong item, donate or re-giftPlease accept this as our apologies for the error and the lack of service in getting a return label sent to you Your SYWR points have been transferred back to your account for $ A credit was issued a refund of $ to your Pay Pal accountYour sales check number for this transaction is: [redacted] This credit should be viewable by your financial establishment within 3-business daysThat being said, because we have addressed [redacted] concerns, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
The only thing wrong with the refrigerator was that it would not go into the defrost cycleWhat ever the technician did to my refrigerator caused it to completely malfunctionThe technician may have made a mistake and possibly did something wrongIt was functioning perfectly other than ice building up at the bottom of the refrigeratorIn that case it is there responsibility to fix what ever he did wrongI have spent many hours on the phone and [redacted] at Sears Brandon, Fl store spent hours and spoke to peopleShe told me to come back later and by then she should have it sorted outI had her call the person who said that they would replace the refrigerator if the recall problem did not solve the issueShe had him on speaker phone while she spoke to himHe told her it would take 24-hours to get the service recordsIf after they fix the recall problem it still doesn't work then they would replace the unitThe service technician called my wife a week later and told her he had already fixed the recall problemThey either broke the refrigerator while they were fixing itOr on 3/it failed not for the original problem but for a completely different oneEither way they are responsible for the refrigerator
Complaint: [redacted] I am rejecting this response because the freezer and ice maker and not functioning properlyMy wife was home during the repair and advised the technician did not tell her what was repaired nor did he leave an invoiceI called the technician and left a voicemail requesting a call back on 12-but have not heard backRepairs were seemingly made proper and I contacted Sears on 12-to see about purchasing a Master Protection Plan It was my understanding that the damage to the unit are a result of the failed compressor, so the Service Protection Plan I had previously purchased would not be used on this repair and once the unit was 100% functional I could use the amount I previously paid for the Service Protection Plan as a credit toward purchasing the more comprehensive Master Protection Plan in the event this were to happen againWhen I called Sears to inquire about doing this they advised me that the compressor and dryer were covered under warranty, however a $main pc board along with the labor for all parts were paid for under my Service Protection Plan and I would not be eligible to buy a Master Protection Plan until my Service Protection Plan was in place for yearThis confused me because this what not what I was told by management at Sears Customer SolutionsThe refrigerator seemed to be cooling adequately, however later in the evening on 12-I noticed the freezer not keeping items as frozen as they should be (ie mushy ice cream, peas, fruit and limp ice packs)I called Sears on 12-to advise of this and was advised to flip the breaker for the unit on my home's panel box and to wait seconds before flipping it back onThere was an audible "buzzing" noise prior to flipping the switch that stopped after turning the switch off and then back onThe technician was adamant that this would resolve the issue and that all items in the freezer should be solid within a few hoursAfter doing this the ice maker stopped workingI called Sears back and the technician advised me to remove the cubes from the tray and flip the ice maker off and then back on and that should resolve the issueI performed this and the ice maker has not workedLater that evening (several hours later) I noticed no improvement on the items in the freezer and called Sears back and was advised the technician would contact me and possibly come to my home the following day (12/7)I contacted Sears on 12-and was advised a technician will come on 12-to make another attempt at repair I was also advised that I could put in a request for cashing in my Service Smart Agreement to get a voucher for $off a new fridge, but I explained that the damage was a result of warrantied parts and asked why would I want to spend $2,on a comparable new unit when this one should be repaired or replaced at Sears expenseOnce again I am needing to take time off work, interrupt my wife's sleep (she works nights) and have lost food in the processI am disappointed in the way Sears has "handled" this from top to bottomThere are severe inconsistencies on their end at the customers expenseI have young children and a wife and we cannot afford to keep loosing foodI demand Sears make this right, whether that be repair the fridge at no further cost to me and give me a Master Protection Plan or to replace my refrigerator with a comparable model at no further cost to me Sincerely, [redacted]