Complaint: [redacted] I am rejecting this response because: I do not accept this responseWhen this unit was returned to the Sears retail location I was told that the refund could be issued to any form of tender I wishedI was also given an addition $back on my refund for the inconvenience associated with my purchaseAt this point in time, all I request is that I be given back the $on my [redacted] that I was given for the trouble associated with my order prior to Sears recharging my credit card without my authorizationAt this point I have spent countless hours dealing with this issue, I have had to drive back and forth to multiple Sears locations, I have had to load and unload a freezer, but these are not my biggest complaintsMy main complaint is that me and my wife were expecting a baby when I was dealing with the executive teamI informed them that I had been refunded twice, they were not even aware of itI informed them that I authorized my [redacted] to be recharged but not my [redacted] I was then informed that they would be recharging my [redacted] I emailed and indicated that this was not acceptable as it would over withdraw my bank accountDespite this no type of alternative solution was offered by SearsMy daughter was born on 02/09/and I had a negative balance in my bank accountI did not even have the money to take her to her first pediatrician appointmentSears managed to take what should have been a day of happiness for me and turn it in to a week of unnecessary stressI explained to my case worker that I had a baby due as well as the details outlined aboveIn addition to this I requested to speak to the manager of my case worker on 02/08/I was told that they would contact me on 02/12/I never received a call from a manager and continued to follow up and then was finally told on 02/19/that the case had been assigned to a Revdex.com worker To summarize, I am requesting for the $that was given to me for my inconvenience to be put back on to my [redacted] Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/01/15) */ January 15, [redacted] We have completed our investigation of [redacted] complaint regarding the back ordered parts for his refrigerator light We would first like to point out that our records show a letter went out to our customer's regarding the potential problems with the light in certain model [redacted] and [redacted] refrigeratorsThis letter was sent out in and we had an over stock of the parts at that time in anticipation of our customers contacting us to have the light and harness replacedWe want to point out that the letter indicated that it was a possibility not a probability that her model refrigerator would melt due to overheating of the light if he did not have the light harness replaced With that being said, it is unfortunate that we did not have the needed parts in stock and had to wait for the manufacture [redacted] to supply themWe did receive the needed parts from [redacted] and have since installed themSince we have completed the repair of [redacted] refrigerator we are requesting to close this case We apologize to [redacted] on behalf of Sears Holdings Corporation and we 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, 10, 2015/01/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say we received a letter, I don't think that is true, because every time I talked to somebody and asked them why we were never notified of this, they could never give me an answerHowever, they did finally get the part here on 1-12-and it was installed on 1-15-I would like to thank-you at the Revdex.com for taking care of this for us Thanks again, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] rebuttal regarding Sears Home Services and repairs to her washerOn November 9, 2015, we received a call that the washer was continuously filling with waterA tech was dispatched to [redacted] home on November 14th and ordered a clutch and wash plateThe call was closed on December 7thThe second call was called in on March 9th, the complaint was that the washer was not workingOur technician found that the washer needed new suspension rodsThe call was closed on March 19, 2016, when the new suspension rods were installedThis means that there have been closed calls on the washerAs stated in our initial correspondence, per the terms and conditions of the Master Protection Agreement (MPA) covering [redacted] washer, a covered item is eligible for replacement once there have been service calls in a month period where fictional parts are replacedSince [redacted] washer does not meet the criteria for replacement, we will not be replacing her washerIf additional service is required, it can be scheduled by calling [redacted] At this time, since we have reiterated the criteria to have a covered item replaced, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: I am rejecting this response because:There are inaccuracies in the response:- I was not offered a satisfactory repair date after the missed repair date of the 21stThe technician didn’t show up for that repair, and only after Thanksgiving was I offered any other date than the 29thAt that point, it was a non issue since Thanksgiving had come and gone.- I only accepted the repair contingent that it remains functionalWe had two repairs prior to this that failed, and I gave the rep permission to close the case, only because it was working at that timeI reserve the right to re open this issue if this repair fails.- This response fails to address my complaint on the technician that did the repairHe was very rude, tried to sell my mother an extended warranty even though she was not involved with the original purchase, and kept rudely insisting that he was “doing us a favor” by repairing for free, even though the repair was covered by the prior repair’s guarantee Sincerely, Charles ***
December 9, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #10964446–Edgar [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding a lap top he purchased earlier this year According to our records, the page for the item in question clearly said that the laptop Mr [redacted] purchased had a ninety day warrantyWe have no records on file to corroborate his claim that he was told differentlyRegardless, it is the consumer’s responsibility to examine the specifics of an item including the warranty terms prior to purchaseAs such, we cannot provide any assistance in this matter and we respectfully ask that it be considered closed We 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 Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
April 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order and non-receipt of a gift card We would first like to apologize for any inconvenience [redacted] experienced as we value her patronageWe can understand her frustration with the series of events detailed in her complaint and 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 in her order we found that Sears Online processed a refund on April 25, Therefore, [redacted] should see a credit of $post to her [redacted] account within to business daysAdditionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn 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 Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and the cancellation of her kmart.com layaway order It is unfortunate that we failed Ms [redacted] expectations when she recently placed a layaway order for pick up at her local Kmart storeWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have confirmed that Ms [redacted] has been refunded for the down payment of $she placed on each order and referred to her local store for assistance in accurately determining which items were in stock and/or creating a new layaway At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] 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 Ms [redacted] comments 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] ***
[redacted] refers me back to Sears to clarify this problemSears refers me to [redacted] This sounds like our current politicians running for officeSounds like someone does not want to deal with the issueI am sure someone can speak to [redacted] directly to find a solution to this Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding repairs for her dishwasher On receipt of [redacted] complaint we reached out to the service unit for assistanceA senior tech was scheduled on April 15, while diagnosing the dishwasher he found that the water valve was not turned on all the wayHe turned the water valve fully opened [redacted] was contacted by the service management team on April 18, to see how the dishwasher was working and [redacted] had confirmed that she had used the dishwasher twice without any issues [redacted] stated that she would call if she had any more issues with her dishwasher and was provided with the direct contact number to the service unit, [redacted] At this time since it is our understanding that the dishwasher is working and [redacted] has confirmed this we have closed our case 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: I am rejecting this response because: this does not change the fact of the inadequate customer service or the pain and suffering that this customer put me throughIt also does not address the flat out lies that more than two representatives told meI feel that this is how this company runs business and therefore do not feel that this matter should be closedSears needs to change the way they handle businessYes I did receive my item days laterThis is unacceptable Sincerely, Nichole [redacted]
December 1, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Beverly [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction at being informed that repairs needed for her mower would not be covered under her warranty due to our determination that the failure was due to the mower was operated with little or no oil.Ms [redacted] is correct that her owner’s manual states to change the engine oil every hours or seasonThis is listed on page MaintenanceThere are also several footnotes listed at that statement indicating the following; Change oil more often if operating under a heavy load or in high temperatures, Service more often if operating in dirty or dusty conditions and finally to read the entire Lubrication section of the owner’s manualWe would also like to point out that the Maintenance schedule chart also states to check the engine oil before each use It is important to note that a standard mower engine can easily last from three to four mowing seasons without excessive wear if the oil is changed every season, and routine maintenance actions are taken In diagnosing mowers that are brought in for repair, we utilize extensive yearly training that is provided to us by the manufacturer This training enables us to recognize and accurately diagnose internal engine damages The internal conditions of an engine leave tell-tale signs when proper operating procedures are not followed; we just report the facts as we find them since the evidence discovered is incontrovertible and can vary from what our customers might tell us For example, tracks from dirt ingestion occur from the failure to replace an air filter and this is evident regardless of whether a customer changes the filter before sending it in for maintenance In other words, we do not have to see a dirty filter in order to deduce that the mower was operated with oneIn the case of improper lubrication, metal transfers from the cylinder walls and pistons, and the overall condition of the crankshaft and piston bearings, can be an indicator that proper lubrication was not performed Additionally, oil splatter paddles on the crankshaft are examined to see if they show the black oily carbon deposits that would indicate that oils have been cooked because of excessive temperatures due to lack of lubrication When we see evidence of these conditions, we can conclude without a doubt that an engine has been operated under the conditions of little lubrication or improper maintenance and this is regardless of whether the mower had any remaining oil removed before it was brought in for service or if new oil was added after the fact The engine locked up due to low or no oil being used The warranty for the mower specifically notes that ''Repairs necessary because of accident or failure to operate or maintain the product according to all supplied instructions'' are not covered Additionally, the owner’s manual notes that the oil level should be checked frequently; particularly when operating the mower in temperatures above degrees In addition to checking the oil, the condition of the oil should also be checked at the same time There are many factors that can lead to excess oil consumption or for the oil to “breakdown” and cease providing the necessary lubrication and one should never assume that the oil or the oil level is okay without verifying this It is also important to note that operation of the mower in temperatures above degrees can result in increased oil consumption and the most of the summer according to the weather archives the temperatures in her area of Georgia averaged above the mid 80’s or higher Additionally oil consumption can increase dependent upon the condition of the mower and outside factors such as the presence of a dry or dusty environment The reason the manual advises to check oil levels frequently is because proper lubrication is so important and there is always a chance that the mower may have been tipped causing some of the oil to run out in between uses We would also note that the basic oil shipped with the mower operates best in temperatures under degrees; higher grade oil can be substituted if the customer chooses to make this decision and purchase a synthetic oil We are unsure as to whether Ms [redacted] used the oil that came with her mower or not, but we just wanted to make sure that she knew the quality of the oil could affect the consumption and performanceWith that said, we provided Ms [redacted] with an estimate to repair of $plus tax to replace the engine since we have provided an explanation for why Ms [redacted] ’s repairs are not covered and why we are unable to provide her with a free repair or exchange 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,Vanessa L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa.L[redacted] @searshc.com
April 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding a comforter that she would like to return We have received [redacted] complaint and would like to note that our return policy is days from the date of purchase The return policy is located at every register in the store which was verified by [redacted] , Store General Manager of Unit# *** While we understand that [redacted] would like to exchange her comforter, the fact remains that she is beyond her day return period and we are unable to exchange or return the comforter per her request That being said, because we have addressed [redacted] complaint, we respectfully request 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] Regulatory Complaints Specialist [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/04/21) */ April 21, [redacted] We have completed the investigation of [redacted] complaint regarding his recent appliance purchase As clarification, the dryer [redacted] purchased was not capable of having side venting done and it does not seem to state that anywhere on the page for the item That said, our records reflect that [redacted] received a full refund for his purchase issued in two separate transactions on April 1, The delivery fee is a non-refundable charge, but it appears that this was included in his refund as a courtesyAs 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]
Complaint: [redacted] I am rejecting this response because: We are missing in their response that they replaced the ice maker on December 24th as well which failed as the technician at my house and me knew it would because the ice tray leans and can't be made to not lean Then the second new ice maker was installed on January 9th which that technician also said he couldn't stop the ice tray from leaning No water valve was replaced then and never has been They took that part back with them as it's not the problem Please note I was informed by Sears Protection Benefits on March 5th right after the technician left that I had only had "product failure" and had to have "product failures" before they would replace the fridge even though the part is a manufacturer default and unrepairable Service technicians that have been out have admitted it cannot be fixed but cannot make the call that it is unfixable That call needs to be made by someone at a phone center that hasn't even seen my fridge or the problem If what is promised eventually occurs then I will consider the case resolved but as of right now nothing is resolved and what I am being told here is not confirmed by their Protection Agreement Benefits department If I can get a confirmation email from Sears Protection Benefits directly explaining and confirming that after the new ice maker is installed on March 19th for the third time if it continues to leaks in the days immediately after (which it will) then after a final visit and confirmation of this that I can receive a new refrigerator to replace this one I do not consider it resolved honestly until it is resolved with a replacement as it cannot be fixed but I will accept and let close out the complaint if I can get verification in writing from the company and the Protection Agreements Benefits line can verify and confirm this This is more than reasonable given the frustration and missed work I have had to go through My email is [redacted] Thank you Sincerely, [redacted]
April 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of M [redacted] complaint regarding something he wants to have removed, we assume from his credit history As clarification, we sold our credit portfolio to [redacted] in 2003/So while we can have accounts opened in our store for a Sears branded card administered by [redacted] , we no longer have access to the account itself, including any credit history or adjustments to a consumer’s recordWhile M [redacted] complaint is brief, we believe he is indicating that he was unaware that he applied for a card and is upset because there is an inquiry on his credit reportGenerally, our [redacted] is offered last when opening an account is not an optionSo it is possible that [redacted] had an application submitted before he proceeded to submit an application for the [redacted] The latter program is also not administered by SearsIf the inquiry on the report is a “hard” inquiry (the type that can affect the overall credit score to a certain degree) then we would recommend for [redacted] to either contact [redacted] if it references a Sears branded account or to contact [redacted] if it involves a leasing contractIn the interim, since we do not have access to any credit reporting and/or history, we have closed our file 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]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our services in reference to a dishwasher service call and his request for a refund.We would like to clarify that we were willing to provide [redacted] with a refund of the minimum trip/diagnostic fee of $that is normally non-refundable, but when we went to process the refund we discovered that no payment was actually receivedGenerally when we have a situation where the consumer refuses to pay, we then send a bill, but since we were willing to waive the charges, we do not show any bill was sentIf [redacted] has some type of proof that we did in fact collect a payment, such as a canceled check or a charge that posted to a credit card, and/or if he is ever sent a bill stemming from this specific repair visit, then he is welcome to contact me via email at [redacted] In the interim, since we are willing to refund [redacted] if he has proof that he actually paid us, we have closed our file.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]
February 12, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one Due to the nature of Mr [redacted] concerns, we opened a claim with [redacted] , our third-party claims adjusterIf Mr [redacted] has any questions regarding his claim, he can contact [redacted] ***, his claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] ’s actions; their decision on any claim is final In the interim, since Mr [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, 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, [redacted] Regulatory Complaints Specialist [redacted]
November 19, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order.We would first like to apologize for any inconvenience [redacted] may have experienced with her online orderWe sent an email correspondence to [redacted] to inquire if she had received the return label that Sears Online had sent to her and she indicated that she had not on November 11, Therefore, we made the decision to issue a refund back to her [redacted] account ending in ***Additionally, we explained that she could dispose of the product to her discretionHowever, on November 16, 2015, [redacted] had indicated that she received the label and shipped the item back via [redacted] Again we apologize for any inconvenience and we hope that in the future she will allow us another opportunity to provide her with a better example of customer serviceSince a refund has been issued, we respectfully ask to have this matter closed, pending her receipt of the credit We 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 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #10990520– Douglas [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his TV Mr [redacted] TV was outside of the day return policy period listed on his receipt when his request was madeFurthermore, his service contract has specific terms noted regarding replacement that must be met, but that was not the caseThe delay was due to parts issue, but it was resolved and the TV was repaired as of December 19, 2015, according to our records In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
April 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered with the installation of her wall-mounted televisionFirstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of [redacted] complaint we reached out to [redacted] , Customer Service Representative with Installation Escalations, to assist with her concerns [redacted] investigated and reported that the installation job was accepted by [redacted] InstallationRegrettably, their television installation technician is no longer with their company, and they are unable to complete the workSince [redacted] television was a replacement issued under her protection agreement, and we have no coverage at this time for her wall mount install, a [redacted] check is issued as a form of compensation for the inability to provide installation services under her protection agreementThe amount of the check is for a basic installation as priced in her local area which is $ [redacted] can use this to hire a local contractor to complete the installationThe [redacted] check has been submitted and [redacted] will receive the check via regular mail within 10-business daysWith that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I do not accept this responseWhen this unit was returned to the Sears retail location I was told that the refund could be issued to any form of tender I wishedI was also given an addition $back on my refund for the inconvenience associated with my purchaseAt this point in time, all I request is that I be given back the $on my [redacted] that I was given for the trouble associated with my order prior to Sears recharging my credit card without my authorizationAt this point I have spent countless hours dealing with this issue, I have had to drive back and forth to multiple Sears locations, I have had to load and unload a freezer, but these are not my biggest complaintsMy main complaint is that me and my wife were expecting a baby when I was dealing with the executive teamI informed them that I had been refunded twice, they were not even aware of itI informed them that I authorized my [redacted] to be recharged but not my [redacted] I was then informed that they would be recharging my [redacted] I emailed and indicated that this was not acceptable as it would over withdraw my bank accountDespite this no type of alternative solution was offered by SearsMy daughter was born on 02/09/and I had a negative balance in my bank accountI did not even have the money to take her to her first pediatrician appointmentSears managed to take what should have been a day of happiness for me and turn it in to a week of unnecessary stressI explained to my case worker that I had a baby due as well as the details outlined aboveIn addition to this I requested to speak to the manager of my case worker on 02/08/I was told that they would contact me on 02/12/I never received a call from a manager and continued to follow up and then was finally told on 02/19/that the case had been assigned to a Revdex.com worker To summarize, I am requesting for the $that was given to me for my inconvenience to be put back on to my [redacted] Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/01/15) */ January 15, [redacted] We have completed our investigation of [redacted] complaint regarding the back ordered parts for his refrigerator light We would first like to point out that our records show a letter went out to our customer's regarding the potential problems with the light in certain model [redacted] and [redacted] refrigeratorsThis letter was sent out in and we had an over stock of the parts at that time in anticipation of our customers contacting us to have the light and harness replacedWe want to point out that the letter indicated that it was a possibility not a probability that her model refrigerator would melt due to overheating of the light if he did not have the light harness replaced With that being said, it is unfortunate that we did not have the needed parts in stock and had to wait for the manufacture [redacted] to supply themWe did receive the needed parts from [redacted] and have since installed themSince we have completed the repair of [redacted] refrigerator we are requesting to close this case We apologize to [redacted] on behalf of Sears Holdings Corporation and we 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, 10, 2015/01/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say we received a letter, I don't think that is true, because every time I talked to somebody and asked them why we were never notified of this, they could never give me an answerHowever, they did finally get the part here on 1-12-and it was installed on 1-15-I would like to thank-you at the Revdex.com for taking care of this for us Thanks again, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] rebuttal regarding Sears Home Services and repairs to her washerOn November 9, 2015, we received a call that the washer was continuously filling with waterA tech was dispatched to [redacted] home on November 14th and ordered a clutch and wash plateThe call was closed on December 7thThe second call was called in on March 9th, the complaint was that the washer was not workingOur technician found that the washer needed new suspension rodsThe call was closed on March 19, 2016, when the new suspension rods were installedThis means that there have been closed calls on the washerAs stated in our initial correspondence, per the terms and conditions of the Master Protection Agreement (MPA) covering [redacted] washer, a covered item is eligible for replacement once there have been service calls in a month period where fictional parts are replacedSince [redacted] washer does not meet the criteria for replacement, we will not be replacing her washerIf additional service is required, it can be scheduled by calling [redacted] At this time, since we have reiterated the criteria to have a covered item replaced, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: I am rejecting this response because:There are inaccuracies in the response:- I was not offered a satisfactory repair date after the missed repair date of the 21stThe technician didn’t show up for that repair, and only after Thanksgiving was I offered any other date than the 29thAt that point, it was a non issue since Thanksgiving had come and gone.- I only accepted the repair contingent that it remains functionalWe had two repairs prior to this that failed, and I gave the rep permission to close the case, only because it was working at that timeI reserve the right to re open this issue if this repair fails.- This response fails to address my complaint on the technician that did the repairHe was very rude, tried to sell my mother an extended warranty even though she was not involved with the original purchase, and kept rudely insisting that he was “doing us a favor” by repairing for free, even though the repair was covered by the prior repair’s guarantee Sincerely, Charles ***
December 9, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #10964446–Edgar [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] ’s complaint regarding a lap top he purchased earlier this year According to our records, the page for the item in question clearly said that the laptop Mr [redacted] purchased had a ninety day warrantyWe have no records on file to corroborate his claim that he was told differentlyRegardless, it is the consumer’s responsibility to examine the specifics of an item including the warranty terms prior to purchaseAs such, we cannot provide any assistance in this matter and we respectfully ask that it be considered closed We 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 Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
April 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order and non-receipt of a gift card We would first like to apologize for any inconvenience [redacted] experienced as we value her patronageWe can understand her frustration with the series of events detailed in her complaint and 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 in her order we found that Sears Online processed a refund on April 25, Therefore, [redacted] should see a credit of $post to her [redacted] account within to business daysAdditionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn 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 Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and the cancellation of her kmart.com layaway order It is unfortunate that we failed Ms [redacted] expectations when she recently placed a layaway order for pick up at her local Kmart storeWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have confirmed that Ms [redacted] has been refunded for the down payment of $she placed on each order and referred to her local store for assistance in accurately determining which items were in stock and/or creating a new layaway At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] 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 Ms [redacted] comments 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] ***
[redacted] refers me back to Sears to clarify this problemSears refers me to [redacted] This sounds like our current politicians running for officeSounds like someone does not want to deal with the issueI am sure someone can speak to [redacted] directly to find a solution to this Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding repairs for her dishwasher On receipt of [redacted] complaint we reached out to the service unit for assistanceA senior tech was scheduled on April 15, while diagnosing the dishwasher he found that the water valve was not turned on all the wayHe turned the water valve fully opened [redacted] was contacted by the service management team on April 18, to see how the dishwasher was working and [redacted] had confirmed that she had used the dishwasher twice without any issues [redacted] stated that she would call if she had any more issues with her dishwasher and was provided with the direct contact number to the service unit, [redacted] At this time since it is our understanding that the dishwasher is working and [redacted] has confirmed this we have closed our case 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: I am rejecting this response because: this does not change the fact of the inadequate customer service or the pain and suffering that this customer put me throughIt also does not address the flat out lies that more than two representatives told meI feel that this is how this company runs business and therefore do not feel that this matter should be closedSears needs to change the way they handle businessYes I did receive my item days laterThis is unacceptable Sincerely, Nichole [redacted]
December 1, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Beverly [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction at being informed that repairs needed for her mower would not be covered under her warranty due to our determination that the failure was due to the mower was operated with little or no oil.Ms [redacted] is correct that her owner’s manual states to change the engine oil every hours or seasonThis is listed on page MaintenanceThere are also several footnotes listed at that statement indicating the following; Change oil more often if operating under a heavy load or in high temperatures, Service more often if operating in dirty or dusty conditions and finally to read the entire Lubrication section of the owner’s manualWe would also like to point out that the Maintenance schedule chart also states to check the engine oil before each use It is important to note that a standard mower engine can easily last from three to four mowing seasons without excessive wear if the oil is changed every season, and routine maintenance actions are taken In diagnosing mowers that are brought in for repair, we utilize extensive yearly training that is provided to us by the manufacturer This training enables us to recognize and accurately diagnose internal engine damages The internal conditions of an engine leave tell-tale signs when proper operating procedures are not followed; we just report the facts as we find them since the evidence discovered is incontrovertible and can vary from what our customers might tell us For example, tracks from dirt ingestion occur from the failure to replace an air filter and this is evident regardless of whether a customer changes the filter before sending it in for maintenance In other words, we do not have to see a dirty filter in order to deduce that the mower was operated with oneIn the case of improper lubrication, metal transfers from the cylinder walls and pistons, and the overall condition of the crankshaft and piston bearings, can be an indicator that proper lubrication was not performed Additionally, oil splatter paddles on the crankshaft are examined to see if they show the black oily carbon deposits that would indicate that oils have been cooked because of excessive temperatures due to lack of lubrication When we see evidence of these conditions, we can conclude without a doubt that an engine has been operated under the conditions of little lubrication or improper maintenance and this is regardless of whether the mower had any remaining oil removed before it was brought in for service or if new oil was added after the fact The engine locked up due to low or no oil being used The warranty for the mower specifically notes that ''Repairs necessary because of accident or failure to operate or maintain the product according to all supplied instructions'' are not covered Additionally, the owner’s manual notes that the oil level should be checked frequently; particularly when operating the mower in temperatures above degrees In addition to checking the oil, the condition of the oil should also be checked at the same time There are many factors that can lead to excess oil consumption or for the oil to “breakdown” and cease providing the necessary lubrication and one should never assume that the oil or the oil level is okay without verifying this It is also important to note that operation of the mower in temperatures above degrees can result in increased oil consumption and the most of the summer according to the weather archives the temperatures in her area of Georgia averaged above the mid 80’s or higher Additionally oil consumption can increase dependent upon the condition of the mower and outside factors such as the presence of a dry or dusty environment The reason the manual advises to check oil levels frequently is because proper lubrication is so important and there is always a chance that the mower may have been tipped causing some of the oil to run out in between uses We would also note that the basic oil shipped with the mower operates best in temperatures under degrees; higher grade oil can be substituted if the customer chooses to make this decision and purchase a synthetic oil We are unsure as to whether Ms [redacted] used the oil that came with her mower or not, but we just wanted to make sure that she knew the quality of the oil could affect the consumption and performanceWith that said, we provided Ms [redacted] with an estimate to repair of $plus tax to replace the engine since we have provided an explanation for why Ms [redacted] ’s repairs are not covered and why we are unable to provide her with a free repair or exchange 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,Vanessa L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa.L[redacted] @searshc.com
April 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding a comforter that she would like to return We have received [redacted] complaint and would like to note that our return policy is days from the date of purchase The return policy is located at every register in the store which was verified by [redacted] , Store General Manager of Unit# *** While we understand that [redacted] would like to exchange her comforter, the fact remains that she is beyond her day return period and we are unable to exchange or return the comforter per her request That being said, because we have addressed [redacted] complaint, we respectfully request 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] Regulatory Complaints Specialist [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/04/21) */ April 21, [redacted] We have completed the investigation of [redacted] complaint regarding his recent appliance purchase As clarification, the dryer [redacted] purchased was not capable of having side venting done and it does not seem to state that anywhere on the page for the item That said, our records reflect that [redacted] received a full refund for his purchase issued in two separate transactions on April 1, The delivery fee is a non-refundable charge, but it appears that this was included in his refund as a courtesyAs 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]
Complaint: [redacted] I am rejecting this response because: We are missing in their response that they replaced the ice maker on December 24th as well which failed as the technician at my house and me knew it would because the ice tray leans and can't be made to not lean Then the second new ice maker was installed on January 9th which that technician also said he couldn't stop the ice tray from leaning No water valve was replaced then and never has been They took that part back with them as it's not the problem Please note I was informed by Sears Protection Benefits on March 5th right after the technician left that I had only had "product failure" and had to have "product failures" before they would replace the fridge even though the part is a manufacturer default and unrepairable Service technicians that have been out have admitted it cannot be fixed but cannot make the call that it is unfixable That call needs to be made by someone at a phone center that hasn't even seen my fridge or the problem If what is promised eventually occurs then I will consider the case resolved but as of right now nothing is resolved and what I am being told here is not confirmed by their Protection Agreement Benefits department If I can get a confirmation email from Sears Protection Benefits directly explaining and confirming that after the new ice maker is installed on March 19th for the third time if it continues to leaks in the days immediately after (which it will) then after a final visit and confirmation of this that I can receive a new refrigerator to replace this one I do not consider it resolved honestly until it is resolved with a replacement as it cannot be fixed but I will accept and let close out the complaint if I can get verification in writing from the company and the Protection Agreements Benefits line can verify and confirm this This is more than reasonable given the frustration and missed work I have had to go through My email is [redacted] Thank you Sincerely, [redacted]
April 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of M [redacted] complaint regarding something he wants to have removed, we assume from his credit history As clarification, we sold our credit portfolio to [redacted] in 2003/So while we can have accounts opened in our store for a Sears branded card administered by [redacted] , we no longer have access to the account itself, including any credit history or adjustments to a consumer’s recordWhile M [redacted] complaint is brief, we believe he is indicating that he was unaware that he applied for a card and is upset because there is an inquiry on his credit reportGenerally, our [redacted] is offered last when opening an account is not an optionSo it is possible that [redacted] had an application submitted before he proceeded to submit an application for the [redacted] The latter program is also not administered by SearsIf the inquiry on the report is a “hard” inquiry (the type that can affect the overall credit score to a certain degree) then we would recommend for [redacted] to either contact [redacted] if it references a Sears branded account or to contact [redacted] if it involves a leasing contractIn the interim, since we do not have access to any credit reporting and/or history, we have closed our file 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]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our services in reference to a dishwasher service call and his request for a refund.We would like to clarify that we were willing to provide [redacted] with a refund of the minimum trip/diagnostic fee of $that is normally non-refundable, but when we went to process the refund we discovered that no payment was actually receivedGenerally when we have a situation where the consumer refuses to pay, we then send a bill, but since we were willing to waive the charges, we do not show any bill was sentIf [redacted] has some type of proof that we did in fact collect a payment, such as a canceled check or a charge that posted to a credit card, and/or if he is ever sent a bill stemming from this specific repair visit, then he is welcome to contact me via email at [redacted] In the interim, since we are willing to refund [redacted] if he has proof that he actually paid us, we have closed our file.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]
February 12, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one Due to the nature of Mr [redacted] concerns, we opened a claim with [redacted] , our third-party claims adjusterIf Mr [redacted] has any questions regarding his claim, he can contact [redacted] ***, his claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] ’s actions; their decision on any claim is final In the interim, since Mr [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, 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, [redacted] Regulatory Complaints Specialist [redacted]
November 19, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order.We would first like to apologize for any inconvenience [redacted] may have experienced with her online orderWe sent an email correspondence to [redacted] to inquire if she had received the return label that Sears Online had sent to her and she indicated that she had not on November 11, Therefore, we made the decision to issue a refund back to her [redacted] account ending in ***Additionally, we explained that she could dispose of the product to her discretionHowever, on November 16, 2015, [redacted] had indicated that she received the label and shipped the item back via [redacted] Again we apologize for any inconvenience and we hope that in the future she will allow us another opportunity to provide her with a better example of customer serviceSince a refund has been issued, we respectfully ask to have this matter closed, pending her receipt of the credit We 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 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #10990520– Douglas [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his TV Mr [redacted] TV was outside of the day return policy period listed on his receipt when his request was madeFurthermore, his service contract has specific terms noted regarding replacement that must be met, but that was not the caseThe delay was due to parts issue, but it was resolved and the TV was repaired as of December 19, 2015, according to our records In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
April 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered with the installation of her wall-mounted televisionFirstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of [redacted] complaint we reached out to [redacted] , Customer Service Representative with Installation Escalations, to assist with her concerns [redacted] investigated and reported that the installation job was accepted by [redacted] InstallationRegrettably, their television installation technician is no longer with their company, and they are unable to complete the workSince [redacted] television was a replacement issued under her protection agreement, and we have no coverage at this time for her wall mount install, a [redacted] check is issued as a form of compensation for the inability to provide installation services under her protection agreementThe amount of the check is for a basic installation as priced in her local area which is $ [redacted] can use this to hire a local contractor to complete the installationThe [redacted] check has been submitted and [redacted] will receive the check via regular mail within 10-business daysWith that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]