Complaint: [redacted]
I am rejecting this response because:
The statement that this is second failure is incorrect. The diverted motor failed again in July of 2015, six month after the first repair in December 2014 and there is a Revdex.com complaint against SEARS to that effect. At that time, SEARS service department found the motor leaking again and replaced it. They attempted to charge me for the repair but after the complaint they refunded the service charge. Exactly 90 days later the motor locks up again and the dishwasher failed and SEARS again needed almost two weeks to send a service man to address the situation and attempted to collect a service fee. This dishwasher in little over a year of ownership has failed three times. Every single time the issue was related to the diverter motor. I will not buy extended service from SEARS because of my experience with their service thus far in terms of extremely delayed response times and poor customer service. I think this dishwasher is a lemon and I wonder how many service calls it will take before SEARS acknowledge that this is case. I have records of all service calls and failures. I ask the Revdex.com to not close this issue
Sincerely,
[redacted]
May 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his service experience. It...
is important to note that per the terms and conditions of all Sears service agreements the covered appliance must be accessible to the service repair technician. Our records show that [redacted] called in for service on his dishwasher on April 18, 2016. At that time he was offered and purchased a Service Smart Agreement (SSA) for the Dishwasher at $222.99 on to his [redacted] ending in [redacted] When our service technician returned on April 27, 2016 to install the parts ordered on April 20, 2016 he found that the existing water line to the dishwasher was too short to allow the dishwasher to be pulled from the cabinet so that our service technician had enough clearance to install the needed parts. [redacted] was instructed that he would need to have a plumber install a longer water line so that we could complete the repairs. [redacted] refused to have this done. Our service technician did take the Sears ordered parts back with him which is policy when we are unable to complete a repair based on the appliance set up. Sears did not deem [redacted] dishwasher unrepairable, we deemed it inaccessible for repairs. Since we understood that [redacted] was not going to make the needed adjustments so that his dishwasher was accessible to our service technician we cancelled the Service Smart Agreement and refunded him in full the $222.99. We understand that [redacted] is not satisfied with this action but if he refuses to make the needed adjustments so that his dishwasher is accessible for repairs we have no choice but to refund him the full purchase of the (SSA). If [redacted] chooses to make the recommended changes to the dishwasher so that it is accessible for repairs he will be able to repurchase the SSA and we will continue with service at that time. Since we have explained why we refunded [redacted] and will not be able to continue with repairs at this time due to the inaccessibility of his dishwasher we have closed his complaint. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:These items were received as Christmas gifts , are goods purchased from Sears, and they are in the original unopened Sears packaging. I believe there should be some way for me to exchange them for store credit since these were gift items received by me. Please appeal Sears' decision and respectfully request that they offer some type of compensation in this extenuating circumstance. Thank you for your help.I look forward to your response.
Sincerely,
[redacted]
February 17, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Lorena [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding the attempted repair of her...
washer and her request to receive a refund in full for the service. We would first like to clarify that the reason Ms. [redacted] was being asked to pay on one of the last service calls, is because the service order was not set up as a “recall” under the 90-day service guarantee and was instead scheduled under A&E Factory Service as the service provider rather than under Sears. That means the service order would not have linked back to the original. If it had, then Ms. [redacted] would not have been quoted any more for the repair besides the slight difference in price between the board we had already replaced twice, and the board that it was felt would provide a better resolution. With that said, because of the confusion over that service order and Ms. [redacted]’ request to just receive a refund, we felt it was reasonable to refund her in full. As such, we found that the part had already been refunded via a mailed bank check for $166.47 issued on January 28, 2016. So we issued a new refund today, also via a mailed bank check, for $146.59. The first check has most likely arrived already since they normally take about 2 weeks and the second one should arrive sometime before March 3, 2016. If Ms. [redacted] did not receive the first check and/or if she does not receive the second, then she is welcome to contact me via email at Dana.[redacted]@searshc.com or via phone at [redacted] so that we can put a tracer on the checks. In the interim, since we have provided Ms. [redacted] with her requested resolution, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:
It was not an out of stock item. According to both representatives that I spoke to and the email I received sears said the payment did not go through when it did get approved. The representatives said they could see that but the system canceled the order and there was nothing they could do. Meanwhile the money is still on hold in my checking account. As far as the points I would have earned an extra $23 with this purchase due to coupon and special deal which I can no longer earn.
Sincerely,
[redacted]
December 29, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #10989776 – Leila R. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s...
complaint regarding the discrepancy in a page she was viewing for a bunk bed set and then the price of the item once she added it to her cart. We would first like to note that the settings for a consumer’s internet browser regulate how often it will check for updated pages. Many browsers are designed to retain previously accessed pages in the “cache” to make internet browsing faster. When shopping online and looking at a product page, if the page was accessed before it could mean then that the page is not refreshed to what it might currently be displaying if there were changes since the last time it was accessed. However, any time a consumer adds that merchandise to the virtual cart, it then becomes a new page that has not previously been cached and so it will show the most up-to-date price and information. A consumer can check their options in the internet browser they are using, and check the appropriate boxes if they always want to see the most up-to-date version of any page. For instance, in Internet Explorer it presents the following options: “Internet Explorer stores copies of webpages, images, and media for faster viewing later. Check for newer versions of stored pages: Every time I visit the webpage, Every time I start Internet Explorer, Automatically, or Never.” Even when the settings are checked to automatically clear the cache, there is always the chance that we have just changed a price. When that happens, it can take a few minutes for the cart price to update on the description page. In all instances though, we would go with whatever price is showing in the cart unless that prices was an error. In Ms. [redacted]’s case, it seems the description was not correct for the item listed and this has been changed. [redacted] is not listed under the sellers for that page and that price no longer appears. As we noted, the merchandise was offered through one of our third-party Marketplace vendors, [redacted] and not Sears. Regardless, we would not be able to honor her request to receive the exact same price if that price is no longer valid. Again, the price displaying in the cart is always the most accurate and the one we would charge. Even if there were some sort of pricing error, our Term of Service note that any order containing a pricing error will be canceled. If Ms. [redacted] would like to view the most up-to-date version of our terms and conditions, she can access the page with this link: http://www.sears.com/en_us/customer-service/policies/terms-of-use.html. In the interim, since we have explained how cart pricing works, 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, Tammie [redacted] Regulatory Complaint Specialist Direct dial number [redacted] Email: Tammie.[redacted]@searshc.com
March 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our...
customer service and non-receipt of a refund for his cancelled Sears layaway. It is unfortunate that we failed [redacted] expectations when he recently used Sears layaway. We value his patronage and can understand his frustration with the events detailed in his complaint. We regret that this incident occurred, and we can assure [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that [redacted] was assisted by his local Sears Store and Customer Solutions, and a refund check in the amount of $1,365.00 was issued to him on February 25, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future [redacted] will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted [redacted] comments and the appropriate refund has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Initial Business Response /* (1000, 13, 2015/03/31) */
March 31, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[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.com. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we sent an email directly to [redacted] on March 13, 2015, to inform her that a refund of $1472.75 was issued to her [redacted] account ending in[redacted] on the same date. Our records indicate that the remaining credit of $169.99 was previously issued on January 14, 2015. [redacted] may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We 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 possible. We 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 matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
November 24, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886220 –
Mark [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint
regarding the services we provided on his tractor and his allegation that...
we
were deceptive.We would first like to clarify that all of our collect
call repairs (those that are not covered under some type of warranty) come with
a 90-day repair guarantee. So if we collected charges for labor on the first
trip, if we return under the guarantee and the issue is linked to our initial
repair, then we would not collect any further labor charges; we would however
possibly charge for parts depending on what was previously installed. Even when
there will be more charges, we would still provide an estimate first as the
consumer would be given a choice as to whether they wanted to proceed with the
additional work well aware of what it will cost.With that said, in Mr. [redacted]’s case, we show our
technician was at his home on October 7, 2015, and he replaced the lower deck
belt. We do not show though that we charged Mr. [redacted] anything for this service.
He may have received a receipt showing the work had a $220.00 cost, but our
records show this as a “payroll transfer” which is how we code charges that are
covered under the guarantee. If Mr. [redacted] feels he was in fact charged and he
has a canceled check or a posted charge to a credit card as proof, then he is
welcome to email me at Dana.[redacted]@searshc.com or call me at [redacted], and upon verification, we would be happy to issue a
refund as there should not have been any charge. In the interim, since we have
explained how our guarantee works and we do not show that we charged Mr. [redacted]
anything on our second visit, we have closed our file.We apologize to Mr. [redacted] and appreciate the opportunity
to address this matter. Please feel free
to contact me if you have any further questions or concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
January 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed our investigation Ms. [redacted] complaint regarding her dissatisfaction with Sears Home...
Services. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted] concerns to the District Service Manager and Routing Manager for further review. On January 11, 2016, the technician returned to Ms. [redacted] home to re-examine the refrigerator; he found that a connector in the control board was unplugged. Once he plugged the connector in, the refrigerator started to cool. Again, we sincerely regret any inconvenience Ms. [redacted] may have experienced due to the delay in repairing her refrigerator. While the manufacturer’s warranty does not offer compensation for incidental damage, such as food loss, we are willing to offer Ms. [redacted] $100.00 as a courtesy. If she would like to accept this offer, she can send an email to [redacted], so a check can be processed. In the interim, since we have completed the repair to Ms. [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
December 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the repair completed on her washer that did not correct...
the
issue and her request for a refund.We would note that all of our collect call repairs come with
a 90-day guarantee. If for some reason further repairs are needed, then we
would only charge any part costs for parts not yet installed. In the event that
the additional estimate is declined, then the technician present in the home
would make the decision on whether to remove any previously installed parts and
fill out a form to issue a refund for any charges above our declined estimate
fee. In Ms. [redacted]’s case, the technician does not appear to have done this and
instead noted in the comments that she wanted a callback from a manager. At this point we are more than willing to issue Ms.
[redacted] the refund that should have been submitted by the technician, which
would have been $138.31 and also refund half of the normally non-refundable $89.00
minimum charge that covers our fee for the trip and diagnosis. That would bring
the refund amount to $182.81. In order to process this refund we would need Ms.
[redacted] to contact us to provide the full 16 digit account number for the Visa
card ending in 0081. Once
we have those other 12 digits, we will be able to credit her account $182.81. Ms.
[redacted] can contact me at Dana.[redacted]@searshc.com or at 512-248-7740; we would note that we do not need the security code on the
back nor the expiration date for the card since this is not needed to place a
refund rather than a charge against the account. In the interim, since we are
willing to provide a refund to Ms. [redacted] we have closed our file pending her
response.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 ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
March 15, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding the fee we billed him for...
after visiting his home to assess his refrigerator.We first want to note that while [redacted] filed his complaint with the Revdex.com the end of October, it was not forwarded to us until the beginning of March. However, while we did not receive his concerns via the Revdex.com we did receive the same complaint via the [redacted]. We explained to them that when a consumer calls for a repair, all our call center agents can do is schedule an appointment. These agents are not technicians and we do not provide estimates for repair over the phone. Instead, our agents read a script detailing that for a minimum fee, in this case $95.00, we will assess the appliance and provide a detailed diagnosis with the cost of any parts needed along with the labor costs to install them. If the estimate is accepted then that would be the only money due, and if it is not accepted, then the minimum fee would be due. We also make it clear that all charges are payable at the time of our visit. When our technician went to [redacted] home on April 7, 2015, he spent almost an hour there. He found that the refrigerator needed a handle, motor, and switchboard. He gave a verbal estimate of what these parts would cost along with the labor to install them, and not only was our estimate declined, but the person present in the home did not even have the ability to pay the minimum, non-refundable diagnostic/trip fee of $95.00 plus tax since there was not a driver’s license to verify the information on the check. The reason that [redacted] was not left a receipt was because no payment was given so the technician did not have any way to print out the receipt showing the estimate that was declined. In those instances, we do bill our customers even though we are not set up to bill for our services, as it is the only way to try to recoup the monies that are owed. When [redacted] filed his complaint with the other agency, he had already paid this bill in November so his account is now cleared. With that said, we used our resources to travel to [redacted] home and stay there an hour, and as such, feel he should be responsible for the minimum fee he agreed to pay when scheduling the repair. There is never an instance where the actual repair would be the same as the minimum fee because if a repair is needed, then there would be some type of cost involved for parts and labor. Because of this, we strongly doubt that our call center agent would have told [redacted] that the entire cost to repair his refrigerator, no matter what the problem was, would be only $95.00. We also would have liked to be able to provide proof of this by being able to listen to the call, but not only do we not record 100% of our calls, as this is only done for training purposes, but they are not retained for more than 45 days and substantially more days than that have elapsed since the conversation took place. At this time, since [redacted] has not presented any verifiable proof that he was given incorrect information, and his recollection of what he was told does not seem to correlate to information that is provided by our call schedulers, we do not find that he was given inaccurate information that would justify a refund; therefore we have closed our file. Again, 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]Team Manager, Regulatory Complaints[redacted]
Complaint: 11004659
I am rejecting this response because: Sears never contacted me and no one helped in customer services to resolve the issue. I got the item shipped by calling the store myself and never heard from customer service. Several people said the would call me back but no reply.
Sincerely,
Tina [redacted]
December 10, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886203 –
Suzanne [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’ continued
rebuttal to our previous responses.It is certainly Ms. [redacted]’ prerogative to choose to
proceed to small claims court, but that generally requires receipts also. We
feel that $200.00 to remove and then put back on a refrigerator door is
excessive and beyond a reasonable and customary charge as it does not take very
long to perform this service. It sounds like Ms. [redacted] is also figuring
compensation for lost time. The fact is that we do not compensate for lost
time, such as time to be home for a delivery or time missed from work, and our
offer to possibly compensate for all or some of the handyman expense would
definitely require a verifiable business receipt. At this point Ms. [redacted] has
been refunded in full and provided with a $200.00 gift card as courtesy
compensation for her delivery experience as a whole. No further compensation
will be forthcoming in the absence of a receipt providing proof of the expense.
As this decision is commensurate to the circumstances, we have closed our file.We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
November 30, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10939594 – Madonna [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her dissatisfaction with our customer service and failure
to...
return the power cord for her sewing machine.It is unfortunate that we failed Ms. [redacted]’s
expectations when she recently requested a repair from Sears. We value her patronage and can understand her
frustration with the events detailed in her complaint. We can assure Ms. [redacted]
that her concerns have been forwarded to management for review so that future
problems of this nature can be averted. Additionally,
our records indicate that on November 5, 2015, we ordered a new power cord and
foot pedal to be shipped directly to Ms. [redacted]’s home at no cost to her. Therefore, we can only reiterate that we truly
regret any inconvenience she may have experienced. We hope that in the future Ms. [redacted] will
allow us an opportunity to provide her with 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 Ms. [redacted]’s comments and and an equitable
resolution has been provided. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist[redacted]1-800-762-3049 Ext. 87741
[redacted] refers me back to Sears to clarify this problem. Sears refers me to [redacted]. This sounds like our current politicians running for office. Sounds like someone does not want to deal with the issue. I am sure someone can speak to [redacted] directly to find a solution to this.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
December 3, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10887355 – Mark [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s rebuttal regarding alleged faulty brake work done at one of our auto centers. We...
have received Mr. [redacted]’s rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received, we are unable to grant his request for compensation. As we stated previously that a missing bolt would have caused damage to the rotor or wheel which is not the case. 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 Mr. [redacted]’s case we do apologize that we failed his expectations, but we feel that no damage was done and no concessions are needed and our decision is final. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
Initial Business Response /* (1000, 5, 2015/03/02) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
March 2, 2015
[redacted]
[redacted]
...
We have completed the investigation of [redacted] complaint regarding his online order.
[redacted], Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We initially sent an email correspondence to [redacted] on February 24, 2015, regarding his non-receipt of a refund for an order that did not properly process in our system. As such, this caused the order to not ship out. Our records show that a refund attempt was made on December 14, 2014, however, the refund did not post. Therefore, we re-issued the refund of $39.98 under sales receipt number [redacted] back to his[redacted] account ending in [redacted]. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Finally, on February 27, 2015, [redacted] replied to our email confirming that he received the refund in question. Should [redacted] have any questions or concerns, he may contact us via email at [redacted] In the interim, we have noted [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.
[redacted]
February 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order and request for...
a full refund. We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. After researching the notes in his order we found that an ERL had been issued. According to [redacted] the order had been dropped off on or around February 9, 2016. Sears Online was able to confirm that the order was returned to the vendor’s warehouse on February 18, 2016. Accordingly, a refund of $60.99 was refunded on February 19, 2016. For Mr. [redacted] records the return sales receipt number is [redacted]. We apologize again for any delay Mr. [redacted] experience when he initial made his attempt to return this product. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 20, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted]We have completed the investigation of [redacted] complaint regarding her allegation that her vehicle started to have performance...
issues and the check engine light came on after our auto center installed spark plugs in her vehicle. Upon receipt of [redacted] complaint we reached out to [redacted] Auto Center Manager for Store [redacted] to assist with [redacted] concern. Mr. [redacted] investigated and reviewed the service work order and the final invoice regarding the diagnosis and work performed on [redacted] vehicle. According to the Vehicle Intake Form under Dash Lights, the engine light was noted as ON. The notes listed on the Work Order dated October 21, 2015 under Comments/Request noted the following: Tune Up, brakes squeak, Check Engine light on but they say it’s O2 sensor but they want tune up since it has not been done in a while, declined OBD read. [redacted] signed the work order prior to our technician installing the spark plugs.[redacted] refused to pay for a diagnostic (OBD read); however, the following codes were noted: [redacted] cylinder 5 misfire, [redacted] Heater control circuit bank 1 sensor, [redacted] thermostat temperature below threshold, [redacted] o2 sensor no activity, and [redacted] 02 circuit malfunction bank 1 sensor 1. [redacted] was informed that a complete tune-up could not be performed due to engine light and the way the car was running. [redacted] insisted on having only the spark plugs replaced. The work was completed on October 21, 2015.[redacted] returned on October 22, 2015 stating that the vehicle has a shaking vibration and getting no acceleration. Mr. [redacted] approved to inspect the spark plugs that we had installed and to run a diagnostic at no charge to [redacted]. The spark plugs were determined to be new and in working order. Mr. [redacted] was informed [redacted] that the two O2 codes and random misfire codes point to a problem with the catalytic convertor which is causing her vehicle to run rough. Accordingly, Sears denies any wrong doing in regards to the spark plug installation. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, 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 Complaint SpecialistSears Holdings Corporation[redacted]
Complaint: [redacted]
I am rejecting this response because:
The statement that this is second failure is incorrect. The diverted motor failed again in July of 2015, six month after the first repair in December 2014 and there is a Revdex.com complaint against SEARS to that effect. At that time, SEARS service department found the motor leaking again and replaced it. They attempted to charge me for the repair but after the complaint they refunded the service charge. Exactly 90 days later the motor locks up again and the dishwasher failed and SEARS again needed almost two weeks to send a service man to address the situation and attempted to collect a service fee. This dishwasher in little over a year of ownership has failed three times. Every single time the issue was related to the diverter motor. I will not buy extended service from SEARS because of my experience with their service thus far in terms of extremely delayed response times and poor customer service. I think this dishwasher is a lemon and I wonder how many service calls it will take before SEARS acknowledge that this is case. I have records of all service calls and failures. I ask the Revdex.com to not close this issue
Sincerely,
[redacted]
May 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his service experience. It...
is important to note that per the terms and conditions of all Sears service agreements the covered appliance must be accessible to the service repair technician. Our records show that [redacted] called in for service on his dishwasher on April 18, 2016. At that time he was offered and purchased a Service Smart Agreement (SSA) for the Dishwasher at $222.99 on to his [redacted] ending in [redacted] When our service technician returned on April 27, 2016 to install the parts ordered on April 20, 2016 he found that the existing water line to the dishwasher was too short to allow the dishwasher to be pulled from the cabinet so that our service technician had enough clearance to install the needed parts. [redacted] was instructed that he would need to have a plumber install a longer water line so that we could complete the repairs. [redacted] refused to have this done. Our service technician did take the Sears ordered parts back with him which is policy when we are unable to complete a repair based on the appliance set up. Sears did not deem [redacted] dishwasher unrepairable, we deemed it inaccessible for repairs. Since we understood that [redacted] was not going to make the needed adjustments so that his dishwasher was accessible to our service technician we cancelled the Service Smart Agreement and refunded him in full the $222.99. We understand that [redacted] is not satisfied with this action but if he refuses to make the needed adjustments so that his dishwasher is accessible for repairs we have no choice but to refund him the full purchase of the (SSA). If [redacted] chooses to make the recommended changes to the dishwasher so that it is accessible for repairs he will be able to repurchase the SSA and we will continue with service at that time. Since we have explained why we refunded [redacted] and will not be able to continue with repairs at this time due to the inaccessibility of his dishwasher we have closed his complaint. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:These items were received as Christmas gifts , are goods purchased from Sears, and they are in the original unopened Sears packaging. I believe there should be some way for me to exchange them for store credit since these were gift items received by me. Please appeal Sears' decision and respectfully request that they offer some type of compensation in this extenuating circumstance. Thank you for your help.I look forward to your response.
Sincerely,
[redacted]
February 17, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Lorena [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding the attempted repair of her...
washer and her request to receive a refund in full for the service. We would first like to clarify that the reason Ms. [redacted] was being asked to pay on one of the last service calls, is because the service order was not set up as a “recall” under the 90-day service guarantee and was instead scheduled under A&E Factory Service as the service provider rather than under Sears. That means the service order would not have linked back to the original. If it had, then Ms. [redacted] would not have been quoted any more for the repair besides the slight difference in price between the board we had already replaced twice, and the board that it was felt would provide a better resolution. With that said, because of the confusion over that service order and Ms. [redacted]’ request to just receive a refund, we felt it was reasonable to refund her in full. As such, we found that the part had already been refunded via a mailed bank check for $166.47 issued on January 28, 2016. So we issued a new refund today, also via a mailed bank check, for $146.59. The first check has most likely arrived already since they normally take about 2 weeks and the second one should arrive sometime before March 3, 2016. If Ms. [redacted] did not receive the first check and/or if she does not receive the second, then she is welcome to contact me via email at Dana.[redacted]@searshc.com or via phone at [redacted] so that we can put a tracer on the checks. In the interim, since we have provided Ms. [redacted] with her requested resolution, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:
It was not an out of stock item. According to both representatives that I spoke to and the email I received sears said the payment did not go through when it did get approved. The representatives said they could see that but the system canceled the order and there was nothing they could do. Meanwhile the money is still on hold in my checking account. As far as the points I would have earned an extra $23 with this purchase due to coupon and special deal which I can no longer earn.
Sincerely,
[redacted]
December 29, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #10989776 – Leila R. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s...
complaint regarding the discrepancy in a page she was viewing for a bunk bed set and then the price of the item once she added it to her cart. We would first like to note that the settings for a consumer’s internet browser regulate how often it will check for updated pages. Many browsers are designed to retain previously accessed pages in the “cache” to make internet browsing faster. When shopping online and looking at a product page, if the page was accessed before it could mean then that the page is not refreshed to what it might currently be displaying if there were changes since the last time it was accessed. However, any time a consumer adds that merchandise to the virtual cart, it then becomes a new page that has not previously been cached and so it will show the most up-to-date price and information. A consumer can check their options in the internet browser they are using, and check the appropriate boxes if they always want to see the most up-to-date version of any page. For instance, in Internet Explorer it presents the following options: “Internet Explorer stores copies of webpages, images, and media for faster viewing later. Check for newer versions of stored pages: Every time I visit the webpage, Every time I start Internet Explorer, Automatically, or Never.” Even when the settings are checked to automatically clear the cache, there is always the chance that we have just changed a price. When that happens, it can take a few minutes for the cart price to update on the description page. In all instances though, we would go with whatever price is showing in the cart unless that prices was an error. In Ms. [redacted]’s case, it seems the description was not correct for the item listed and this has been changed. [redacted] is not listed under the sellers for that page and that price no longer appears. As we noted, the merchandise was offered through one of our third-party Marketplace vendors, [redacted] and not Sears. Regardless, we would not be able to honor her request to receive the exact same price if that price is no longer valid. Again, the price displaying in the cart is always the most accurate and the one we would charge. Even if there were some sort of pricing error, our Term of Service note that any order containing a pricing error will be canceled. If Ms. [redacted] would like to view the most up-to-date version of our terms and conditions, she can access the page with this link: http://www.sears.com/en_us/customer-service/policies/terms-of-use.html. In the interim, since we have explained how cart pricing works, 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, Tammie [redacted] Regulatory Complaint Specialist Direct dial number [redacted] Email: Tammie.[redacted]@searshc.com
March 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our...
customer service and non-receipt of a refund for his cancelled Sears layaway. It is unfortunate that we failed [redacted] expectations when he recently used Sears layaway. We value his patronage and can understand his frustration with the events detailed in his complaint. We regret that this incident occurred, and we can assure [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that [redacted] was assisted by his local Sears Store and Customer Solutions, and a refund check in the amount of $1,365.00 was issued to him on February 25, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future [redacted] will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted [redacted] comments and the appropriate refund has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Initial Business Response /* (1000, 13, 2015/03/31) */
March 31, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[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.com. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we sent an email directly to [redacted] on March 13, 2015, to inform her that a refund of $1472.75 was issued to her [redacted] account ending in[redacted] on the same date. Our records indicate that the remaining credit of $169.99 was previously issued on January 14, 2015. [redacted] may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We 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 possible. We 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 matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
November 24, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886220 –
Mark [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint
regarding the services we provided on his tractor and his allegation that...
we
were deceptive.We would first like to clarify that all of our collect
call repairs (those that are not covered under some type of warranty) come with
a 90-day repair guarantee. So if we collected charges for labor on the first
trip, if we return under the guarantee and the issue is linked to our initial
repair, then we would not collect any further labor charges; we would however
possibly charge for parts depending on what was previously installed. Even when
there will be more charges, we would still provide an estimate first as the
consumer would be given a choice as to whether they wanted to proceed with the
additional work well aware of what it will cost.With that said, in Mr. [redacted]’s case, we show our
technician was at his home on October 7, 2015, and he replaced the lower deck
belt. We do not show though that we charged Mr. [redacted] anything for this service.
He may have received a receipt showing the work had a $220.00 cost, but our
records show this as a “payroll transfer” which is how we code charges that are
covered under the guarantee. If Mr. [redacted] feels he was in fact charged and he
has a canceled check or a posted charge to a credit card as proof, then he is
welcome to email me at Dana.[redacted]@searshc.com or call me at [redacted], and upon verification, we would be happy to issue a
refund as there should not have been any charge. In the interim, since we have
explained how our guarantee works and we do not show that we charged Mr. [redacted]
anything on our second visit, we have closed our file.We apologize to Mr. [redacted] and appreciate the opportunity
to address this matter. Please feel free
to contact me if you have any further questions or concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
January 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed our investigation Ms. [redacted] complaint regarding her dissatisfaction with Sears Home...
Services. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted] concerns to the District Service Manager and Routing Manager for further review. On January 11, 2016, the technician returned to Ms. [redacted] home to re-examine the refrigerator; he found that a connector in the control board was unplugged. Once he plugged the connector in, the refrigerator started to cool. Again, we sincerely regret any inconvenience Ms. [redacted] may have experienced due to the delay in repairing her refrigerator. While the manufacturer’s warranty does not offer compensation for incidental damage, such as food loss, we are willing to offer Ms. [redacted] $100.00 as a courtesy. If she would like to accept this offer, she can send an email to [redacted], so a check can be processed. In the interim, since we have completed the repair to Ms. [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
December 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the repair completed on her washer that did not correct...
the
issue and her request for a refund.We would note that all of our collect call repairs come with
a 90-day guarantee. If for some reason further repairs are needed, then we
would only charge any part costs for parts not yet installed. In the event that
the additional estimate is declined, then the technician present in the home
would make the decision on whether to remove any previously installed parts and
fill out a form to issue a refund for any charges above our declined estimate
fee. In Ms. [redacted]’s case, the technician does not appear to have done this and
instead noted in the comments that she wanted a callback from a manager. At this point we are more than willing to issue Ms.
[redacted] the refund that should have been submitted by the technician, which
would have been $138.31 and also refund half of the normally non-refundable $89.00
minimum charge that covers our fee for the trip and diagnosis. That would bring
the refund amount to $182.81. In order to process this refund we would need Ms.
[redacted] to contact us to provide the full 16 digit account number for the Visa
card ending in 0081. Once
we have those other 12 digits, we will be able to credit her account $182.81. Ms.
[redacted] can contact me at Dana.[redacted]@searshc.com or at 512-248-7740; we would note that we do not need the security code on the
back nor the expiration date for the card since this is not needed to place a
refund rather than a charge against the account. In the interim, since we are
willing to provide a refund to Ms. [redacted] we have closed our file pending her
response.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 ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
March 15, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding the fee we billed him for...
after visiting his home to assess his refrigerator.We first want to note that while [redacted] filed his complaint with the Revdex.com the end of October, it was not forwarded to us until the beginning of March. However, while we did not receive his concerns via the Revdex.com we did receive the same complaint via the [redacted]. We explained to them that when a consumer calls for a repair, all our call center agents can do is schedule an appointment. These agents are not technicians and we do not provide estimates for repair over the phone. Instead, our agents read a script detailing that for a minimum fee, in this case $95.00, we will assess the appliance and provide a detailed diagnosis with the cost of any parts needed along with the labor costs to install them. If the estimate is accepted then that would be the only money due, and if it is not accepted, then the minimum fee would be due. We also make it clear that all charges are payable at the time of our visit. When our technician went to [redacted] home on April 7, 2015, he spent almost an hour there. He found that the refrigerator needed a handle, motor, and switchboard. He gave a verbal estimate of what these parts would cost along with the labor to install them, and not only was our estimate declined, but the person present in the home did not even have the ability to pay the minimum, non-refundable diagnostic/trip fee of $95.00 plus tax since there was not a driver’s license to verify the information on the check. The reason that [redacted] was not left a receipt was because no payment was given so the technician did not have any way to print out the receipt showing the estimate that was declined. In those instances, we do bill our customers even though we are not set up to bill for our services, as it is the only way to try to recoup the monies that are owed. When [redacted] filed his complaint with the other agency, he had already paid this bill in November so his account is now cleared. With that said, we used our resources to travel to [redacted] home and stay there an hour, and as such, feel he should be responsible for the minimum fee he agreed to pay when scheduling the repair. There is never an instance where the actual repair would be the same as the minimum fee because if a repair is needed, then there would be some type of cost involved for parts and labor. Because of this, we strongly doubt that our call center agent would have told [redacted] that the entire cost to repair his refrigerator, no matter what the problem was, would be only $95.00. We also would have liked to be able to provide proof of this by being able to listen to the call, but not only do we not record 100% of our calls, as this is only done for training purposes, but they are not retained for more than 45 days and substantially more days than that have elapsed since the conversation took place. At this time, since [redacted] has not presented any verifiable proof that he was given incorrect information, and his recollection of what he was told does not seem to correlate to information that is provided by our call schedulers, we do not find that he was given inaccurate information that would justify a refund; therefore we have closed our file. Again, 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]Team Manager, Regulatory Complaints[redacted]
Complaint: 11004659
I am rejecting this response because: Sears never contacted me and no one helped in customer services to resolve the issue. I got the item shipped by calling the store myself and never heard from customer service. Several people said the would call me back but no reply.
Sincerely,
Tina [redacted]
December 10, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886203 –
Suzanne [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’ continued
rebuttal to our previous responses.It is certainly Ms. [redacted]’ prerogative to choose to
proceed to small claims court, but that generally requires receipts also. We
feel that $200.00 to remove and then put back on a refrigerator door is
excessive and beyond a reasonable and customary charge as it does not take very
long to perform this service. It sounds like Ms. [redacted] is also figuring
compensation for lost time. The fact is that we do not compensate for lost
time, such as time to be home for a delivery or time missed from work, and our
offer to possibly compensate for all or some of the handyman expense would
definitely require a verifiable business receipt. At this point Ms. [redacted] has
been refunded in full and provided with a $200.00 gift card as courtesy
compensation for her delivery experience as a whole. No further compensation
will be forthcoming in the absence of a receipt providing proof of the expense.
As this decision is commensurate to the circumstances, we have closed our file.We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
November 30, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10939594 – Madonna [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her dissatisfaction with our customer service and failure
to...
return the power cord for her sewing machine.It is unfortunate that we failed Ms. [redacted]’s
expectations when she recently requested a repair from Sears. We value her patronage and can understand her
frustration with the events detailed in her complaint. We can assure Ms. [redacted]
that her concerns have been forwarded to management for review so that future
problems of this nature can be averted. Additionally,
our records indicate that on November 5, 2015, we ordered a new power cord and
foot pedal to be shipped directly to Ms. [redacted]’s home at no cost to her. Therefore, we can only reiterate that we truly
regret any inconvenience she may have experienced. We hope that in the future Ms. [redacted] will
allow us an opportunity to provide her with 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 Ms. [redacted]’s comments and and an equitable
resolution has been provided. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist[redacted]1-800-762-3049 Ext. 87741
[redacted] refers me back to Sears to clarify this problem. Sears refers me to [redacted]. This sounds like our current politicians running for office. Sounds like someone does not want to deal with the issue. I am sure someone can speak to [redacted] directly to find a solution to this.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
December 3, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10887355 – Mark [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s rebuttal regarding alleged faulty brake work done at one of our auto centers. We...
have received Mr. [redacted]’s rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received, we are unable to grant his request for compensation. As we stated previously that a missing bolt would have caused damage to the rotor or wheel which is not the case. 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 Mr. [redacted]’s case we do apologize that we failed his expectations, but we feel that no damage was done and no concessions are needed and our decision is final. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
Initial Business Response /* (1000, 5, 2015/03/02) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
March 2, 2015
[redacted]
[redacted]
...
We have completed the investigation of [redacted] complaint regarding his online order.
[redacted], Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We initially sent an email correspondence to [redacted] on February 24, 2015, regarding his non-receipt of a refund for an order that did not properly process in our system. As such, this caused the order to not ship out. Our records show that a refund attempt was made on December 14, 2014, however, the refund did not post. Therefore, we re-issued the refund of $39.98 under sales receipt number [redacted] back to his[redacted] account ending in [redacted]. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Finally, on February 27, 2015, [redacted] replied to our email confirming that he received the refund in question. Should [redacted] have any questions or concerns, he may contact us via email at [redacted] In the interim, we have noted [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.
[redacted]
February 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order and request for...
a full refund. We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. After researching the notes in his order we found that an ERL had been issued. According to [redacted] the order had been dropped off on or around February 9, 2016. Sears Online was able to confirm that the order was returned to the vendor’s warehouse on February 18, 2016. Accordingly, a refund of $60.99 was refunded on February 19, 2016. For Mr. [redacted] records the return sales receipt number is [redacted]. We apologize again for any delay Mr. [redacted] experience when he initial made his attempt to return this product. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 20, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted]We have completed the investigation of [redacted] complaint regarding her allegation that her vehicle started to have performance...
issues and the check engine light came on after our auto center installed spark plugs in her vehicle. Upon receipt of [redacted] complaint we reached out to [redacted] Auto Center Manager for Store [redacted] to assist with [redacted] concern. Mr. [redacted] investigated and reviewed the service work order and the final invoice regarding the diagnosis and work performed on [redacted] vehicle. According to the Vehicle Intake Form under Dash Lights, the engine light was noted as ON. The notes listed on the Work Order dated October 21, 2015 under Comments/Request noted the following: Tune Up, brakes squeak, Check Engine light on but they say it’s O2 sensor but they want tune up since it has not been done in a while, declined OBD read. [redacted] signed the work order prior to our technician installing the spark plugs.[redacted] refused to pay for a diagnostic (OBD read); however, the following codes were noted: [redacted] cylinder 5 misfire, [redacted] Heater control circuit bank 1 sensor, [redacted] thermostat temperature below threshold, [redacted] o2 sensor no activity, and [redacted] 02 circuit malfunction bank 1 sensor 1. [redacted] was informed that a complete tune-up could not be performed due to engine light and the way the car was running. [redacted] insisted on having only the spark plugs replaced. The work was completed on October 21, 2015.[redacted] returned on October 22, 2015 stating that the vehicle has a shaking vibration and getting no acceleration. Mr. [redacted] approved to inspect the spark plugs that we had installed and to run a diagnostic at no charge to [redacted]. The spark plugs were determined to be new and in working order. Mr. [redacted] was informed [redacted] that the two O2 codes and random misfire codes point to a problem with the catalytic convertor which is causing her vehicle to run rough. Accordingly, Sears denies any wrong doing in regards to the spark plug installation. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, 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 Complaint SpecialistSears Holdings Corporation[redacted]