November 5, 2015 [redacted] RevDex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding damage to his vehicle he alleges occurred at Sears Auto Center.... Sears has referred [redacted] damage claim to our third-party claims administrator [redacted] for further review. [redacted] has opened the claim, [redacted] We expect the claim to be assigned to a claims examiner by early next week. The customer contact center at [redacted] can be reached by calling [redacted] . For clarification, [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] ’s actions. Their decision is immutable. Since we have provided [redacted] with the information needed to follow up on his claim, we respectfully request 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 concerns.Sincerely, [redacted]
January 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] ’ complaint regarding her online order and non-receipt of a refund It is unfortunate that we failed Ms [redacted] ’ expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes outlined in her order, we confirmed that a refund of $was processed on January 7, The credit should post to Ms [redacted] ’ account within to business daysFor Ms [redacted] ’ records the return receipt number is [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer serviceIn the interim, since a refund has been provided and we have noted Ms [redacted] ’ concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response / [redacted] (1000, 8, 2015/02/25) */ February 24, [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted] We do apologize for any delay or inconvenience while [redacted] was without heatIn the interest of customer service, we are refunding [redacted] the service fee she paid to usThis refund will take - business days before [redacted] sees this credit on her [redacted] account As there are no additional issues, we respectfully request that you close your fileOn behalf of SHIP, please know that we value [redacted] as a customer and appreciate her patronageIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/03/04) */ March 4, [redacted] We have completed the investigation of [redacted] complaint regarding his recent order As clarification, we partner with [redacted] Incby providing merchandise and transmitting data for qualifying purchases so those points may be awardedWe are not responsible for rewarding any points involved with that programHowever, we are interested in consumer satisfaction and we wanted to make sure that there was no error on our part in transmitting [redacted] information to [redacted] so we contacted them to inquire regarding his missing points [redacted] tracked [redacted] order and found that he failed to check out properlyHe shopped using a coupon code or link from the [redacted] site, which is not affiliated with [redacted] ; therefore, the order would not qualify as it would need to have been placed from the merchant's website as noted in the program's terms of useAt this time, [redacted] would need to speak with [redacted] Incregarding any issues he has with this his rewards accountWe cannot provide further assistanceAs such, we respectfully ask that this matter be considered 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] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find both Sears and [redacted] unethical and unprofessional on how they do business and treat their consumersI actually opened a Revdex.com complaint on [redacted] in Boston as well as SearsBoth have accepted no accountability and both blame each other as if the customer is at faultBoth have given conflicting information and have given absolutely no proof as to how this transaction was purchasedThey state I used a coupon and used a site I have never heard ofI actually had my IT dept look at my PC and this site has never been accessed on my PCIf are hiding behind information to avoid paying me my 6,miles You lured me into making a $plus purchase and then refuse to follow through and blame the consumer with no actual proofI have copied [redacted] 's response so you can see that it conflicts with yoursthis is when a company becomes unethical and not transparent to their consumer and decides to not to act in a the right way Message from Business: When [redacted] reached out to us to report his missing rewards for a Sears purchase dated 12/12/2014, we sent the order out for research through our aggregator to SearsAfter research, Sears analyzed that this order (Order # [redacted] ) was not attributed to Mileageplus ShoppingSince [redacted] never got the commission for this order, we were unable to reward [redacted] on this orderPer our contact at the aggregator who manages this merchant - "This order was tracked to a coupon and deal site." The aggregator has a unique view into tracking orders since they can see exactly where the consumer clicked before completing the purchaseIf they are saying that the order is ineligible for rewards through Mileageplus Shopping, we cannot contest that Thanks, [redacted] They are blaming you and you are blaming themwho ever is working this case for Sears should be ashamed of themselves for the deceitfulness you use to avoid paying a customer what they are owedI am pursing a case with the [redacted] office in Boston to do an investigation on the scam and fraud you are both committing on the publicI will do additional research on the state laws of Illinois to investigate you toothis is customer service at the lowest!! I hope millions of other consumers read this on line to see how an unethical company operatesI do not accept this resolution and you consider this case closed! Final Business Response / [redacted] (4000, 14, 2015/03/10) */ March 10, [redacted] We have completed the investigation of [redacted] rebuttal We have spoken with [redacted] and in the interest of customer satisfaction, we have arranged for them to credit the points due to [redacted] Mileage account based on what he spentThese points should reflect within weeksSince we have granted [redacted] request, we respectfully ask that this matter remain closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
March 3, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled layaway.It is unfortunate that we failed [redacted] expectations when she recently used Sears layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure her that her concerns have been forwarded to management for review As a result of this action, we revealed that [redacted] opened her layaway on December 22, 2015, with a [redacted] Payment of $Her order was cancelled on January 21, 2016, due to non-payment It is Sears’ policy to refund purchases in the same form as the original payment Therefore, [redacted] refund would have been expected to be issued to her [redacted] account, rather than by check With that having been said, it is important to note that a cancellation fee of $is assessed on all layaways over $and because [redacted] paid only $toward her layaway balance, her payment was absorbed by this cancellation fee Therefore, a refund check or account credit was not issued to her Our layaway terms are posted within our stores, on our receipts, and on our website, and a payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customer with each layaway account that is opened It may also be important to note in this case that Sears Outlet Stores are independently operated franchise locations with their own pricing for new, used and one-of-a-kind or scratch-and-dent items that non-franchised full line Sears stores are unable to match This information is provided in our stores, sale ads and on our website At this time, we can only reiterate that we regret any misinformation [redacted] may have been provided about her layaway order We hope that in the future she will allow us an 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 possible We respectfully ask to have this matter closed, since we have noted [redacted] comments and confirmed that the proper layaway process was followedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
January 20, [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 recent order Store Manager [redacted] has spoken with Ms [redacted] regarding this issue [redacted] informed us that he had offered to arrange for Ms [redacted] to receive a full refund as well as a gift card and $worth of points added to her SYWR accountIt seems that Ms [redacted] indicated that this met with her approval, but should she have any further concerns, she may contact [redacted] during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
December 29, 2015 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear [redacted] We have completed our investigation of Mrs. [redacted] complaint regarding their washer. After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the washer. The exchange was processed and Delivery is set for December 30, 2015. We have also processed a $100.00 check for laundry reimbursement for the time the [redacted] did not have the use of their washer. The [redacted] have been provided with my direct contact information if they are still in need of assistance. Since it was our understanding that this resolution met with the [redacted] approval, we have closed our file. We apologize to Ms. [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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of Ms [redacted] complaint regarding his dissatisfaction at being informed that repairs needed for her mower would not be covered under her manufacture warranty As clarification, not all calls for service are covered by a manufacturerSpecifically, the warranty generally covers service visits that are due to a defect in material or workmanship, but it does not cover the service if it involves instructing a customer on usage or any repairs due to customer miss useIn Ms [redacted] case, our technician found that the carburetor had to be rebuiltA carburetor would not need this type of repair unless the mower was run with stale or bad fuel or the gas oil mixture was not done correctly With that said, it appears that Ms [redacted] was provided with information that her repairs would be covered under the warranty before a technician had time to diagnose the mowerWe offere Ms [redacted] a gift card in the amount of $for her inconvenience of receiving incorrect information, which she accepted; and as it is our understanding that the mower is in working condition and in Ms [redacted] possession we have closed our file 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] Team Manager, Regulatory Complaints [redacted]
Nita [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Judi [redacted] #11000914 Dear Ms. [redacted] : We have completed the investigation of Ms. [redacted] ’s rebuttal regarding Sears Home Services and repairs to her washer. I spoke with Mr. [redacted] , who it is important to note is not a Sears Holdings Associate; he is the owner of the local Sears Hometown Store franchise in Foley. Mr. [redacted] is bound by his sales agreement with Sears Hometown Outlet Stores and is not able to provide Ms. [redacted] with a washer at no charge. That said, we feel it is important to remind Ms. [redacted] that her washer was provided to her with a one year warranty, which expired on January 8, 2015. Ms. [redacted] was eligible to return her washer for a refund for a period of 30 days; we are 11 months past that timeframe. Lastly, we reiterate that we have processed a refund to fully refund Ms. [redacted] the funds paid to Sears Home Services since we were unable to repair her washer. Since we have provided our response and stance on Ms. [redacted] ’s rebuttal, we ask that this complaint remain 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam. [redacted] @searshc.com
November 27, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order and delivery delay.It is unfortunate if we failed [redacted] expectations as we value his patronageWe can assure that his concerns have been forwarded to management for reviewHowever, after researching the notes in his order we found that the order was placed on November 15, 2015, and delivered on November 23, Accordingly, the order was delivered within the [redacted] timeframeWe apologize again for any inconvenience [redacted] may have experiencedSince the order was delivered on time, we respectfully ask to have this matter closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
December 7, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Stephanie [redacted] - # 10977464Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding her refrigerator and her request to have the unit replaced under her Master Protection Agreement (MPA).Upon receipt of Ms [redacted] ’s complaint, we reviewed her service history to determine whether she qualifies for a replacement refrigeratorOur records show that Ms [redacted] purchased the Master Protection Agreement (MPA) on April 1, Within the last year, Ms [redacted] has had one qualifying service call completed under service order (completed August 4, 2015) There was a second repair under service order (completed October 3, 2015), where parts were ordered but not needed The technician found that the drain was clogged, causing water to freeze in the ducts He cleared the drain and returned the parts No further service has been requested in the two months since the last service order was completed.While we understand that Ms [redacted] is frustrated and feels that her refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, Ms [redacted] ’s refrigerator has only had one qualifying repair to date Since we have explained why a replacement is currently not an option for Ms [redacted] , and documented her concerns with the repair process, we ask that this matter be closed.We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely,Melissa ***Regulatory Complaints Specialist
November 13, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] Dear [redacted] We have completed the investigation of [redacted] ’ complaint regarding our minimum, non-refundable trip fee that she was not refunded once it was realized that she needed a warranty repair.We would first note that if a consumer suspects they qualify for a warranty repair, even if it just under an exceptional parts warranty as with [redacted] appliance, it is best that they contact the manufacturer to arrange thisThe manufacturer will then contract with whatever company they are currently using to provide warranty service and if the repair does turn out to meet the criteria for coverage, they would then cover that part of the billIn [redacted] case, she contacted us directly and just set up a basic cash callWe are authorized to work on Whirlpool items it is just that currently we are not the company they are using to provide authorized service under their warrantiesAt the time the call was scheduled though, we were still under contract with them if [redacted] had went through Whirlpool If she had scheduled through them and they had initially started using us, then the service order would still have been paid by Whirlpool as a warrantied repair since they would have honored any service that was already in process It was not our fault that [redacted] did not set up the service through the manufacturer and we did incur expenses to provide her with service in her home With that said, as a one-time accommodation we are willing to refund the remaining $even though it will mean we did not receive any compensation for our time or expenses, including the two visits and hour and minutes total that we spent in her homeIn order to process this refund, I will need [redacted] to call me at [redacted] so that she can provide the other digits of her digit [redacted] ending in ***Due to the length of time that has elapsed her credit card information is no longer viewable in our systemOnce this is received we will issue a refund for $In the interim, since we are willing to refund as soon as we receive the card number, we have closed our file pending [redacted] response.We apologize to [redacted] ***s and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
April 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her refrigerator [redacted] carries a Master Protection Agreement (MPA) on her refrigerator, which she received as a replacement on July 12, While the MPA provides for a replacement when certain criteria are met, there are limitations to the coverage that prohibit repair or replacementBelow is an excerpt from the MPA pertaining to [redacted] situation: LIMITATIONS OF COVERAGE THAT APPLIES TO ALL PLANSTHIS AGREEMENT DOES NOT COVERcRepair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of natureFurthermore, there is no stipulation in the MPA providing for a third-party service provider to corroborate or dispute a Sears’ technician’s findings If [redacted] chooses to have another service provider examine her refrigerator, she will be financially responsible for the cost Additionally, the Sears technician consulted with Sears Technical Assistance Center (STAC) in regard to [redacted] refrigerator, and after reviewing the technician’s findings, they determined that an environmental issue was damaging the copper tubingWith that said, while we empathize with [redacted] she is not entitled to a replacement or any repairs related to the sulfur issue As this decision is final and commensurate to the terms of the MPA, we ask that this matter be closedWe appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
December 17, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Lashonda N [redacted] - # 10953363Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s rebuttal to our previous response.Ms [redacted] is not entitled to a refund for her refrigerator; the unit was purchased over six years ago and therefore, too far outside the Sears’ Return Policy timeframe to be considered for such an accommodation Also, food loss must be verified by a Sears technician and this has not been possible due to the precarious circumstances surrounding her recent service visits, so Ms [redacted] is not eligible for food loss reimbursement at this time As to Ms [redacted] ’s request for a full refund of her Master Protection Agreement (MPA), she is entitled to all the monies she paid for this last renewal (November 20, 2015) as long as she cancels the agreement within days of purchase Ms [redacted] can call (800) 827-to request the cancellation before January 19, 2016; the refund will be issued in the same form of payment used to purchase the service contract.As to Ms [redacted] ’s concerns with getting a repair if her range or dryer breaks; this again, would be contingent upon her guaranteeing that the technician be allowed to perform his duties in a safe and non-hostile environmentIf the technician determines that he cannot service the products due to an unsafe working environment, the MPAs will be canceled for a full refund If Ms [redacted] does not wish to utilize Sears Home Services any longer for these appliances, she can call the Protection Agreement Department at the above-reference number and cancel her contracts immediately; pro-rated refunds would be processed based upon the remaining coverage However, regardless of whether she decides to cancel the agreements, no refunds for either the range or dryer will be provided Like her refrigerator, the products are too far outside Sears’ Return Policy timeframe for any refund as they were purchased a number of years ago.Lastly, our records show that Ms [redacted] is currently scheduled for service on January 9, 2015, but this is contingent upon the technician being permitted to service her refrigerator without issue If Ms [redacted] does not feel that this is a viable option, she can call (800) 469-to cancel her appointment In the interim, since we have explained why Ms [redacted] will not be provided with her requested resolution in regard to a product refund and food loss, but provided her with the information necessary to cancel her MPAs, we ask that this matter remain closed.We appreciate the opportunity to address this matter.Sincerely,Melissa ***Regulatory Complaints Specialist
November 12, 2015RevDex.comAttn: [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case #: [redacted] Via: Revdex.com WebsiteDear [redacted] Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-referenced fileIn our review of the complaint and after speaking to the customer, we have confirmed that the siding was neither installed nor serviced by SHIPThe customer’s complaint should be filed against the handyman service he has mentioned in his complaintAt this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value [redacted] as a future customer and would be happy to assist him in the future if he chooses to have new siding installed on his home If you have any questions or concerns, please contact me at [redacted] ***, or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Outlet and a refund for a returned dishwasher [redacted] Manager of the West Covina Sears Outlet provided the following response: It is my understanding that [redacted] has been contacted and refunded for his purchase noted in his complaintWe have attached a copy of the refund sales check for reviewIf I can be of any further assistance, I invite [redacted] to contact me at [redacted] Since we have refunded [redacted] ***, 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]
November 11, 2015RevDex.com [redacted] North Wabash Ave., Ste2006Chicago, IL [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website [redacted] We have received an e-mail from [redacted] Unit Refrigeration, Inc., the third-party technician named by [redacted] , regarding the service they providedWe have forwarded a copy of this e-mail to the customer for her reviewThe e-mail states that [redacted] was given credit for the part, that they exchanged the old motor for a new warrantied motor and that the customer kept the old motorWe understand that [redacted] feels that we are misinterpreting this statement We have reached out to [redacted] for further clarification and they have not responded They did advise that [redacted] still has the part and they would like to get it so that they can actually turn it into the distributor for credit Otherwise, they will be charged for it by the distributor and they in turn would then charge [redacted] [redacted] asked that we assist them with getting her to turn the part over to them Unfortunately, there is nothing we can do about thatThe five-year standards parts warranty was through the manufacturer, not though SearsIf the part was not properly presented it would be understandable that the warranty would not be honoredThis is the responsibility of the technician completing the exchange However, from the documentation we have it appears the warranty was honored Based upon the e-mail from the customer, she was without A/C for four days before they completed their serviceWhile we understand that a lack of A/C in the Summer can be frustrating and uncomfortable, the customer did choose to seek out a third-party technician in lieu of allowing Sears Home Improvement Products (SHIP) to complete the service repair once our part had arrived [redacted] had the same ability to warranty the motor through the HVAC manufacturer as we would haveIf they chose not to follow the proper procedure to get credit for the motor or they did get credit but still chose to charge or not charge [redacted] for the part, we can only sympathizeThere is no action SHIP is able to take to resolve this matterBased upon this information we would advise [redacted] to contact this third-party directly to resolve this matter.At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value [redacted] as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] Sincerely, [redacted] cc [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears a TV that was delivered damaged and purchased from SearsOur office provided a copy of Mr [redacted] complaint to Sears Home Delivery for resolutionSince the TV was not in stock locally, we had one ordered into our local Merchandise Distribution Unit (MDO), it arrived on January 28, [redacted] from [redacted] informed our office that her records indicated that Mr [redacted] has requested to have the new delivery cancelled and to be refundedWe will be picking up the damaged unit on Friday, January 29, and once it’s returned to the MDO, a full refund will be processedTypically a consumer can expect to receive a refund within 5-days of the item being picked upIf Mr [redacted] has any questions or concerns, he can reach me at [redacted] -***At this time, since we have noted that we will be picking up the refrigerator and refunding Mr [redacted] , we ask that this complaint be 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: Sears sold me a discontinued product Do they currently sell a Refrigerator with an ice-maker on the door without a cover or lid, the answer is no I have had issues with this product since the purchase dateThe notion that I want a free refrigerator of want sears to go beyond the warranty is incorrectThe Product has not worked and continues to have issues, sears has provided temporary solutionsIn conversations with the technician while he was at my home he stated this will be an on going issue ( ice maker freezing)This is why we are pursuing this issue, I hope we can come to an agreement [redacted]
March 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the credit application she filed online recently As clarification, the online credit approval process sis setup so that a consumer may use their credit on an immediate purchase if approvedWe spoke to [redacted] the administrator of the Sears credit program and they noted that there must have been a system errorThey will investigate to see if the cause may be found and eliminate the problemWe apologize for any inconvenience [redacted] may have experienced as a result of this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to MsRice 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, 2015 [redacted] RevDex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding damage to his vehicle he alleges occurred at Sears Auto Center.... Sears has referred [redacted] damage claim to our third-party claims administrator [redacted] for further review. [redacted] has opened the claim, [redacted] We expect the claim to be assigned to a claims examiner by early next week. The customer contact center at [redacted] can be reached by calling [redacted] . For clarification, [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] ’s actions. Their decision is immutable. Since we have provided [redacted] with the information needed to follow up on his claim, we respectfully request 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 concerns.Sincerely, [redacted]
January 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] ’ complaint regarding her online order and non-receipt of a refund It is unfortunate that we failed Ms [redacted] ’ expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes outlined in her order, we confirmed that a refund of $was processed on January 7, The credit should post to Ms [redacted] ’ account within to business daysFor Ms [redacted] ’ records the return receipt number is [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer serviceIn the interim, since a refund has been provided and we have noted Ms [redacted] ’ concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response / [redacted] (1000, 8, 2015/02/25) */ February 24, [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted] We do apologize for any delay or inconvenience while [redacted] was without heatIn the interest of customer service, we are refunding [redacted] the service fee she paid to usThis refund will take - business days before [redacted] sees this credit on her [redacted] account As there are no additional issues, we respectfully request that you close your fileOn behalf of SHIP, please know that we value [redacted] as a customer and appreciate her patronageIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/03/04) */ March 4, [redacted] We have completed the investigation of [redacted] complaint regarding his recent order As clarification, we partner with [redacted] Incby providing merchandise and transmitting data for qualifying purchases so those points may be awardedWe are not responsible for rewarding any points involved with that programHowever, we are interested in consumer satisfaction and we wanted to make sure that there was no error on our part in transmitting [redacted] information to [redacted] so we contacted them to inquire regarding his missing points [redacted] tracked [redacted] order and found that he failed to check out properlyHe shopped using a coupon code or link from the [redacted] site, which is not affiliated with [redacted] ; therefore, the order would not qualify as it would need to have been placed from the merchant's website as noted in the program's terms of useAt this time, [redacted] would need to speak with [redacted] Incregarding any issues he has with this his rewards accountWe cannot provide further assistanceAs such, we respectfully ask that this matter be considered 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] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find both Sears and [redacted] unethical and unprofessional on how they do business and treat their consumersI actually opened a Revdex.com complaint on [redacted] in Boston as well as SearsBoth have accepted no accountability and both blame each other as if the customer is at faultBoth have given conflicting information and have given absolutely no proof as to how this transaction was purchasedThey state I used a coupon and used a site I have never heard ofI actually had my IT dept look at my PC and this site has never been accessed on my PCIf are hiding behind information to avoid paying me my 6,miles You lured me into making a $plus purchase and then refuse to follow through and blame the consumer with no actual proofI have copied [redacted] 's response so you can see that it conflicts with yoursthis is when a company becomes unethical and not transparent to their consumer and decides to not to act in a the right way Message from Business: When [redacted] reached out to us to report his missing rewards for a Sears purchase dated 12/12/2014, we sent the order out for research through our aggregator to SearsAfter research, Sears analyzed that this order (Order # [redacted] ) was not attributed to Mileageplus ShoppingSince [redacted] never got the commission for this order, we were unable to reward [redacted] on this orderPer our contact at the aggregator who manages this merchant - "This order was tracked to a coupon and deal site." The aggregator has a unique view into tracking orders since they can see exactly where the consumer clicked before completing the purchaseIf they are saying that the order is ineligible for rewards through Mileageplus Shopping, we cannot contest that Thanks, [redacted] They are blaming you and you are blaming themwho ever is working this case for Sears should be ashamed of themselves for the deceitfulness you use to avoid paying a customer what they are owedI am pursing a case with the [redacted] office in Boston to do an investigation on the scam and fraud you are both committing on the publicI will do additional research on the state laws of Illinois to investigate you toothis is customer service at the lowest!! I hope millions of other consumers read this on line to see how an unethical company operatesI do not accept this resolution and you consider this case closed! Final Business Response / [redacted] (4000, 14, 2015/03/10) */ March 10, [redacted] We have completed the investigation of [redacted] rebuttal We have spoken with [redacted] and in the interest of customer satisfaction, we have arranged for them to credit the points due to [redacted] Mileage account based on what he spentThese points should reflect within weeksSince we have granted [redacted] request, we respectfully ask that this matter remain closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
March 3, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled layaway.It is unfortunate that we failed [redacted] expectations when she recently used Sears layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure her that her concerns have been forwarded to management for review As a result of this action, we revealed that [redacted] opened her layaway on December 22, 2015, with a [redacted] Payment of $Her order was cancelled on January 21, 2016, due to non-payment It is Sears’ policy to refund purchases in the same form as the original payment Therefore, [redacted] refund would have been expected to be issued to her [redacted] account, rather than by check With that having been said, it is important to note that a cancellation fee of $is assessed on all layaways over $and because [redacted] paid only $toward her layaway balance, her payment was absorbed by this cancellation fee Therefore, a refund check or account credit was not issued to her Our layaway terms are posted within our stores, on our receipts, and on our website, and a payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customer with each layaway account that is opened It may also be important to note in this case that Sears Outlet Stores are independently operated franchise locations with their own pricing for new, used and one-of-a-kind or scratch-and-dent items that non-franchised full line Sears stores are unable to match This information is provided in our stores, sale ads and on our website At this time, we can only reiterate that we regret any misinformation [redacted] may have been provided about her layaway order We hope that in the future she will allow us an 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 possible We respectfully ask to have this matter closed, since we have noted [redacted] comments and confirmed that the proper layaway process was followedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
January 20, [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 recent order Store Manager [redacted] has spoken with Ms [redacted] regarding this issue [redacted] informed us that he had offered to arrange for Ms [redacted] to receive a full refund as well as a gift card and $worth of points added to her SYWR accountIt seems that Ms [redacted] indicated that this met with her approval, but should she have any further concerns, she may contact [redacted] during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
December 29, 2015 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear [redacted] We have completed our investigation of Mrs. [redacted] complaint regarding their washer. After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the washer. The exchange was processed and Delivery is set for December 30, 2015. We have also processed a $100.00 check for laundry reimbursement for the time the [redacted] did not have the use of their washer. The [redacted] have been provided with my direct contact information if they are still in need of assistance. Since it was our understanding that this resolution met with the [redacted] approval, we have closed our file. We apologize to Ms. [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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of Ms [redacted] complaint regarding his dissatisfaction at being informed that repairs needed for her mower would not be covered under her manufacture warranty As clarification, not all calls for service are covered by a manufacturerSpecifically, the warranty generally covers service visits that are due to a defect in material or workmanship, but it does not cover the service if it involves instructing a customer on usage or any repairs due to customer miss useIn Ms [redacted] case, our technician found that the carburetor had to be rebuiltA carburetor would not need this type of repair unless the mower was run with stale or bad fuel or the gas oil mixture was not done correctly With that said, it appears that Ms [redacted] was provided with information that her repairs would be covered under the warranty before a technician had time to diagnose the mowerWe offere Ms [redacted] a gift card in the amount of $for her inconvenience of receiving incorrect information, which she accepted; and as it is our understanding that the mower is in working condition and in Ms [redacted] possession we have closed our file 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] Team Manager, Regulatory Complaints [redacted]
Nita [redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Judi [redacted] #11000914 Dear Ms. [redacted] : We have completed the investigation of Ms. [redacted] ’s rebuttal regarding Sears Home Services and repairs to her washer. I spoke with Mr. [redacted] , who it is important to note is not a Sears Holdings Associate; he is the owner of the local Sears Hometown Store franchise in Foley. Mr. [redacted] is bound by his sales agreement with Sears Hometown Outlet Stores and is not able to provide Ms. [redacted] with a washer at no charge. That said, we feel it is important to remind Ms. [redacted] that her washer was provided to her with a one year warranty, which expired on January 8, 2015. Ms. [redacted] was eligible to return her washer for a refund for a period of 30 days; we are 11 months past that timeframe. Lastly, we reiterate that we have processed a refund to fully refund Ms. [redacted] the funds paid to Sears Home Services since we were unable to repair her washer. Since we have provided our response and stance on Ms. [redacted] ’s rebuttal, we ask that this complaint remain 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam. [redacted] @searshc.com
November 27, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order and delivery delay.It is unfortunate if we failed [redacted] expectations as we value his patronageWe can assure that his concerns have been forwarded to management for reviewHowever, after researching the notes in his order we found that the order was placed on November 15, 2015, and delivered on November 23, Accordingly, the order was delivered within the [redacted] timeframeWe apologize again for any inconvenience [redacted] may have experiencedSince the order was delivered on time, we respectfully ask to have this matter closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
December 7, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Stephanie [redacted] - # 10977464Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding her refrigerator and her request to have the unit replaced under her Master Protection Agreement (MPA).Upon receipt of Ms [redacted] ’s complaint, we reviewed her service history to determine whether she qualifies for a replacement refrigeratorOur records show that Ms [redacted] purchased the Master Protection Agreement (MPA) on April 1, Within the last year, Ms [redacted] has had one qualifying service call completed under service order (completed August 4, 2015) There was a second repair under service order (completed October 3, 2015), where parts were ordered but not needed The technician found that the drain was clogged, causing water to freeze in the ducts He cleared the drain and returned the parts No further service has been requested in the two months since the last service order was completed.While we understand that Ms [redacted] is frustrated and feels that her refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, Ms [redacted] ’s refrigerator has only had one qualifying repair to date Since we have explained why a replacement is currently not an option for Ms [redacted] , and documented her concerns with the repair process, we ask that this matter be closed.We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely,Melissa ***Regulatory Complaints Specialist
November 13, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] Dear [redacted] We have completed the investigation of [redacted] ’ complaint regarding our minimum, non-refundable trip fee that she was not refunded once it was realized that she needed a warranty repair.We would first note that if a consumer suspects they qualify for a warranty repair, even if it just under an exceptional parts warranty as with [redacted] appliance, it is best that they contact the manufacturer to arrange thisThe manufacturer will then contract with whatever company they are currently using to provide warranty service and if the repair does turn out to meet the criteria for coverage, they would then cover that part of the billIn [redacted] case, she contacted us directly and just set up a basic cash callWe are authorized to work on Whirlpool items it is just that currently we are not the company they are using to provide authorized service under their warrantiesAt the time the call was scheduled though, we were still under contract with them if [redacted] had went through Whirlpool If she had scheduled through them and they had initially started using us, then the service order would still have been paid by Whirlpool as a warrantied repair since they would have honored any service that was already in process It was not our fault that [redacted] did not set up the service through the manufacturer and we did incur expenses to provide her with service in her home With that said, as a one-time accommodation we are willing to refund the remaining $even though it will mean we did not receive any compensation for our time or expenses, including the two visits and hour and minutes total that we spent in her homeIn order to process this refund, I will need [redacted] to call me at [redacted] so that she can provide the other digits of her digit [redacted] ending in ***Due to the length of time that has elapsed her credit card information is no longer viewable in our systemOnce this is received we will issue a refund for $In the interim, since we are willing to refund as soon as we receive the card number, we have closed our file pending [redacted] response.We apologize to [redacted] ***s and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
April 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her refrigerator [redacted] carries a Master Protection Agreement (MPA) on her refrigerator, which she received as a replacement on July 12, While the MPA provides for a replacement when certain criteria are met, there are limitations to the coverage that prohibit repair or replacementBelow is an excerpt from the MPA pertaining to [redacted] situation: LIMITATIONS OF COVERAGE THAT APPLIES TO ALL PLANSTHIS AGREEMENT DOES NOT COVERcRepair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of natureFurthermore, there is no stipulation in the MPA providing for a third-party service provider to corroborate or dispute a Sears’ technician’s findings If [redacted] chooses to have another service provider examine her refrigerator, she will be financially responsible for the cost Additionally, the Sears technician consulted with Sears Technical Assistance Center (STAC) in regard to [redacted] refrigerator, and after reviewing the technician’s findings, they determined that an environmental issue was damaging the copper tubingWith that said, while we empathize with [redacted] she is not entitled to a replacement or any repairs related to the sulfur issue As this decision is final and commensurate to the terms of the MPA, we ask that this matter be closedWe appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
December 17, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Lashonda N [redacted] - # 10953363Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s rebuttal to our previous response.Ms [redacted] is not entitled to a refund for her refrigerator; the unit was purchased over six years ago and therefore, too far outside the Sears’ Return Policy timeframe to be considered for such an accommodation Also, food loss must be verified by a Sears technician and this has not been possible due to the precarious circumstances surrounding her recent service visits, so Ms [redacted] is not eligible for food loss reimbursement at this time As to Ms [redacted] ’s request for a full refund of her Master Protection Agreement (MPA), she is entitled to all the monies she paid for this last renewal (November 20, 2015) as long as she cancels the agreement within days of purchase Ms [redacted] can call (800) 827-to request the cancellation before January 19, 2016; the refund will be issued in the same form of payment used to purchase the service contract.As to Ms [redacted] ’s concerns with getting a repair if her range or dryer breaks; this again, would be contingent upon her guaranteeing that the technician be allowed to perform his duties in a safe and non-hostile environmentIf the technician determines that he cannot service the products due to an unsafe working environment, the MPAs will be canceled for a full refund If Ms [redacted] does not wish to utilize Sears Home Services any longer for these appliances, she can call the Protection Agreement Department at the above-reference number and cancel her contracts immediately; pro-rated refunds would be processed based upon the remaining coverage However, regardless of whether she decides to cancel the agreements, no refunds for either the range or dryer will be provided Like her refrigerator, the products are too far outside Sears’ Return Policy timeframe for any refund as they were purchased a number of years ago.Lastly, our records show that Ms [redacted] is currently scheduled for service on January 9, 2015, but this is contingent upon the technician being permitted to service her refrigerator without issue If Ms [redacted] does not feel that this is a viable option, she can call (800) 469-to cancel her appointment In the interim, since we have explained why Ms [redacted] will not be provided with her requested resolution in regard to a product refund and food loss, but provided her with the information necessary to cancel her MPAs, we ask that this matter remain closed.We appreciate the opportunity to address this matter.Sincerely,Melissa ***Regulatory Complaints Specialist
November 12, 2015RevDex.comAttn: [redacted] North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted] Revdex.com Case #: [redacted] Via: Revdex.com WebsiteDear [redacted] Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-referenced fileIn our review of the complaint and after speaking to the customer, we have confirmed that the siding was neither installed nor serviced by SHIPThe customer’s complaint should be filed against the handyman service he has mentioned in his complaintAt this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value [redacted] as a future customer and would be happy to assist him in the future if he chooses to have new siding installed on his home If you have any questions or concerns, please contact me at [redacted] ***, or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Outlet and a refund for a returned dishwasher [redacted] Manager of the West Covina Sears Outlet provided the following response: It is my understanding that [redacted] has been contacted and refunded for his purchase noted in his complaintWe have attached a copy of the refund sales check for reviewIf I can be of any further assistance, I invite [redacted] to contact me at [redacted] Since we have refunded [redacted] ***, 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]
November 11, 2015RevDex.com [redacted] North Wabash Ave., Ste2006Chicago, IL [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website [redacted] We have received an e-mail from [redacted] Unit Refrigeration, Inc., the third-party technician named by [redacted] , regarding the service they providedWe have forwarded a copy of this e-mail to the customer for her reviewThe e-mail states that [redacted] was given credit for the part, that they exchanged the old motor for a new warrantied motor and that the customer kept the old motorWe understand that [redacted] feels that we are misinterpreting this statement We have reached out to [redacted] for further clarification and they have not responded They did advise that [redacted] still has the part and they would like to get it so that they can actually turn it into the distributor for credit Otherwise, they will be charged for it by the distributor and they in turn would then charge [redacted] [redacted] asked that we assist them with getting her to turn the part over to them Unfortunately, there is nothing we can do about thatThe five-year standards parts warranty was through the manufacturer, not though SearsIf the part was not properly presented it would be understandable that the warranty would not be honoredThis is the responsibility of the technician completing the exchange However, from the documentation we have it appears the warranty was honored Based upon the e-mail from the customer, she was without A/C for four days before they completed their serviceWhile we understand that a lack of A/C in the Summer can be frustrating and uncomfortable, the customer did choose to seek out a third-party technician in lieu of allowing Sears Home Improvement Products (SHIP) to complete the service repair once our part had arrived [redacted] had the same ability to warranty the motor through the HVAC manufacturer as we would haveIf they chose not to follow the proper procedure to get credit for the motor or they did get credit but still chose to charge or not charge [redacted] for the part, we can only sympathizeThere is no action SHIP is able to take to resolve this matterBased upon this information we would advise [redacted] to contact this third-party directly to resolve this matter.At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value [redacted] as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] Sincerely, [redacted] cc [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears a TV that was delivered damaged and purchased from SearsOur office provided a copy of Mr [redacted] complaint to Sears Home Delivery for resolutionSince the TV was not in stock locally, we had one ordered into our local Merchandise Distribution Unit (MDO), it arrived on January 28, [redacted] from [redacted] informed our office that her records indicated that Mr [redacted] has requested to have the new delivery cancelled and to be refundedWe will be picking up the damaged unit on Friday, January 29, and once it’s returned to the MDO, a full refund will be processedTypically a consumer can expect to receive a refund within 5-days of the item being picked upIf Mr [redacted] has any questions or concerns, he can reach me at [redacted] -***At this time, since we have noted that we will be picking up the refrigerator and refunding Mr [redacted] , we ask that this complaint be 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: Sears sold me a discontinued product Do they currently sell a Refrigerator with an ice-maker on the door without a cover or lid, the answer is no I have had issues with this product since the purchase dateThe notion that I want a free refrigerator of want sears to go beyond the warranty is incorrectThe Product has not worked and continues to have issues, sears has provided temporary solutionsIn conversations with the technician while he was at my home he stated this will be an on going issue ( ice maker freezing)This is why we are pursuing this issue, I hope we can come to an agreement [redacted]
March 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the credit application she filed online recently As clarification, the online credit approval process sis setup so that a consumer may use their credit on an immediate purchase if approvedWe spoke to [redacted] the administrator of the Sears credit program and they noted that there must have been a system errorThey will investigate to see if the cause may be found and eliminate the problemWe apologize for any inconvenience [redacted] may have experienced as a result of this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to MsRice 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]