Complaint: [redacted]
I am rejecting this response because: I have saved a screenshot for the web page on Sears that it is clearly mentioned the coat was sold by Sears, instead of being a marketplace item.
Sincerely,
[redacted]
November
5, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Dear [redacted]We have completed our investigation of [redacted]
complaint regarding his planer. [redacted] receipt specifically noted that he could...
only
seek a refund or exchange within 90 days from the date of purchase. However, he
does have a Master Protection Agreement and if we can verify that the part he
is looking for is not available any longer, we will fulfill the terms of that
contract by providing him with a store credit for a comparable unit. If the
part is still available, then his only option will be repair at this time. [redacted] may contact me via email at [redacted] with the part number needed and I will proceed as noted above. 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: Clearly there will be no satisfactory resulution to this matter through the folks at Sears Holdings. Please provide me with the name and address of your Registered Agent for the service of process here in Idaho and I will file continue this matter through litigation locally.
Sincerely,
[redacted]
January 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: 10982205 - Vincent [redacted] Dear Ms. [redacted]: We have not fully completed our investigation of Mr. [redacted]’s complaint regarding the service coverage....
We apologize for the delay in responding to this complaint. We forwarded this matter to Cross Country who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to complete our research. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted] We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
February 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent orders. Upon...
review of the issue, it does not appear that there was an issue with inventory. What we were able to determine was that there was an issue with the payment method used and the order was canceled by our fraud review department. This could have been due to the phone number, name, address or email address not matching the card payment billing information. The account used was never charged for any of the orders. We did however offer to provide Ms. [redacted] with 7,000 Shop Your Way Rewards account points as a courtesy and she accepted. Additionally, she was offered 10% off of a new order. We apologize for any inconvenience Ms. [redacted] may have experienced, but these measures are taken for the protection of our members to prevent issues with identity theft and fraud. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 24, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611
[redacted] [redacted]We have completed the investigation of [redacted] complaint
regarding the cancelation of his online order of a child’s playhouse...
for $11.95
from one of our online third-party Marketplace vendors. .As clarification, while we strive to provide our Sears.com
customers with accurate information, including pricing, availability, and
product description on all products available on Sears.com, whether directly
through our listings or those of our third-party Marketplace vendors, with any
online site there might be times that an error could occur. Should we uncover a
pricing error, and an order was actually placed for the incorrect amount, we attempt
to email the customer as soon as possible, and then we cancel and refund the
order. For store pick-up items, we notify
the store of pick up that these prices were errors and will not be honored, so
they can cancel the sale at their store. If the item was never ordered, then all
requests to honor the incorrect price would not be granted. We also make every effort to fix the error as soon as
possible since it does us no favors to have customers placing orders that will
just have to be canceled; it only disappoints them and causes extra work with
no sale at the end for us. There is absolutely no benefit to us to have these
errors occur, which is why we try to minimize the chance as much as possible
and why we have software that helps us identify when one occurs. In some
instances where it appears the error has not been corrected in a timely manner,
it is because the consumer may be viewing an older, “cached” version saved in
the computer’s database. This is designated by the settings in the internet
browser being used. If the price has since been corrected though, it will show
in the cart once added as this is a new page that would not have previously
been cached. In [redacted] case, we found that shortly after his order
was placed, it was determined to be for merchandise that had a large system
wide error that caused all newly loaded prices to display for only $11.95. Per
our terms and conditions, we canceled the order and a refund was released from
our systems on October 9, 2015. If [redacted] would like to view the most
up-to-date full version of our terms and conditions, he can access the page
with this link: http://www.sears.com[redacted].
We have also included below a small excerpt specifically regarding pricing
errors:“Pricing errors may occur on the Sears Site from time to
time, on items sold by Sears, or items sold by third party sellers on Sears
Marketplace. Sears attempts to correct all pricing errors as soon as they are
discovered, or as soon as Sears receives notice of an error. Sears reserves the
right to cancel any orders containing pricing errors, with no further
obligations to you, even after your receipt of an order confirmation or
shipping notice from Sears. Any payments you make to Sears for orders that are
cancelled due to pricing errors will be refunded.”With that said, since our cancelation of [redacted] order
was just in accordance with the posted terms and conditions that govern our
website, we are unable to honor his request to provide the merchandise for the
incorrect price. As this decision is commensurate to the circumstances, we have
closed our file.We apologize to [redacted] 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]
March 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her washer. It is unfortunate that [redacted] is not satisfied...
with her washer, but no defect has been found with the unit. [redacted] is simply not satisfied with the way the unit operates. Sears’ Return Policy allows a consumer 30 days to determine whether or not a product meets their needs and expectations. Unfortunately, [redacted] purchased her washer over five months ago, so neither a refund nor an exchange is an option. Furthermore, even though she carries a Master Protection Agreement (MPA) on the washer, certain criteria must be met before a replacement can be offered. According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three or more separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall. Your request for replacement of a Covered Product(s) must occur within sixty (60) days from its last product failure…” In [redacted] case, she has not had any parts replaced to date and the unit has performed as expected when the technician was present. With that said, since we have explained why a replacement is currently not an option for Ms. Bount, and documented her concerns with the repair process, we ask that this matter be closed. We apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her dishwasher. Our service...
records indicate that on January 27, 2016, a Sears Home Services technician installed a main control board into Ms. [redacted] dishwasher. After the board was installed the dishwasher was tested and was found to be operating as designed. There have been two subsequent calls where our technicians have noted that the unit is operating properly. It is important to note that the water at Ms. [redacted] home was tested and was found to be hard. Hard water will hamper the washability of any dishwasher. The most visible (and annoying) effect of hard water is actually on dishes and utensils. The cloudy white residue left on glasses and silverware is actually from hard water salts, which are left behind when the water evaporates from the dishes. There are a number of ways to both remove and prevent hard water deposits. You can remove hard water buildup in your dishwasher by adding vinegar to the rinse aid compartment. There are some over the counter products that can assist with hard water; Lemi-Shine is a popular product which has been used with great results. Per the Master Protection Agreement (MPA) a covered item is eligible for replacement once there have been 4 completed service calls in a 12 month period where functional parts have been used. Since the dishwasher does not qualify for replacement per the aforementioned criteria, we will not be replacing the dishwasher. Since we have noted our response to Ms. [redacted] complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
February 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms[redacted] rebuttal to our previous response. Since receiving Ms[redacted] follow-up concerns, a technician returned to her home to address the remaining issues with her dryer. On January 29, 2016, the technician installed a new thermostat, thermistor and duct assembly. He then tested the unit and found it to be heating properly. Additionally, Ms. [redacted] was not charged for this follow-up repair. As it is our understanding that Ms[redacted] dryer is now working as expected, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 8, 2015/02/05) */
February 5, 2015
[redacted]
[redacted]
After numerous phone...
messages and an email I have been able to contact [redacted]. [redacted] advised me that she has been corresponding with [redacted], our General Sales Manager in our Houston office. At this time [redacted] has advised me that the replacement screens are expected to arrive this week and the window sashes for next week. Once the replacement materials have arrived we will complete the installation in accordance with our contract with [redacted]. .
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted], or via email at [redacted]
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After one missed call, no message; I did get an email from [redacted]. I did respond to her and advised I was working with [redacted] the GM. I hope to have this resolved soon. 02/06/15
Final Consumer Response /* (4200, 14, 2015/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept the resolution until my window is received and installed. As for the blame on the manufacturer's part I understand. I would also like to express that, the product reflects Sears I did not buy from the manufacturer, I bought from Sears and that who is accountable.
Final Business Response /* (4000, 18, 2015/03/10) */
March 9, 2015
[redacted]
[redacted]
[redacted]
[redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. I have spoken with [redacted] and she confirmed that the remainder of her window repairs were completed on March 7, 2017. [redacted] confirmed she is happy with the completed work and has no additional concerns.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted], or via email at [redacted]
March 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her request for a refund...
for a humidifier her mother, [redacted] purchased from a marketplace seller hosted by the sears.com website. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like another well-known online retailer, we offer our own merchandise and we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to items and services sold by Sears, there is a tab that may be used to narrow the results returned to show only the items sold by Sears. With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. This is stated whenever a Marketplace item is selected and the seller name is shown on the item page, on the order selection page, in the shopping cart, and in the order confirmation. Our policy regarding Marketplace orders is clearly posted on our website and we have copied it below in case [redacted] and [redacted] have not yet become familiar with it: Returning Marketplace Items Sears.com partners with marketplace merchants who sell items on our website. If your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears store. Your merchant's profile, which contains their specific return policy, is available via the product page. Return policies may vary for products sold and fulfilled by third-party merchants other than Sears. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant. Please note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final. [redacted] purchased her dehumidifier from 123 Stores, a seller hosted by the sears.com website. This was stated on the page she visited and a link to the seller’s page was provided, so she could easily review their policies and contact information before completing her purchase. [redacted] Stores has posted the following in regard to returns and warranty service: All unopened unused items can be returned to us for a refund within 30 days from the date of delivery subject to a 15% restocking fee. We do not accept any opened or used items, even if the item has been wrongly ordered by you. In case of a damaged/defective item you can return the item to us for a replacement/refund within 30 days from the date of delivery, subject to us verifying the damage/defect. Warranty Policy Different items have different warranty policies. All warranties, if any, are provided by the manufacturer directly and not by us. We request you to please contact the manufacturer before purchasing if you have any doubt about the warranty of the item. Cancellation of Orders Our records do confirm that [redacted] contacted Sears Customer Service for assistance and was correctly advised that she must contact the seller regarding with questions about her purchase, and the warranty provider if she would to set up a repair if she would like to receive any warranty benefits she may be entitled, such as a repair at no cost if that is what her warranty offers. In fact, [redacted]’s Owner’s Manual specifically states, “This [redacted] portable dehumidifier is warranted, to the original owner within the 48 continental states, for one year from the date of purchase against defects in material and workmanship under normal use and service.” “To obtain service or information, contact [redacted] via email at [redacted] or call [redacted] As such, any obligations for services and parts under this warranty must be performed or authorized by [redacted] While we can certainly understand [redacted] and [redacted] disappointment with the failure of the dehumidifier, Sears did not retain payment for the item and is not the obligor of the warranty. Therefore, we can only assure her that her concerns have been documented and that we do compile this information so that we may reveal any negative trends and consider changes that may be necessary for the satisfaction of our customers and our own business objectives. Since we have provided information appropriate to the terms of [redacted]’s purchase and included documentation to further assist her, we have closed our file regarding this matter. 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]
Complaint: [redacted]
I am rejecting this response because: I reported a complaint against sears holding corporation - which is the parent company for Sears handyman services. Please feel free to direct the complaint to Sears handyman, but please do not close / reject it. As a matter of fact - I have opened a customer complaint with Sears customer Service department also . And there the account specialist that is handling the complaint - is from Sears Home improvement group. Unfortunately - from last 15 days - all that I have got back from her is apologies and "we are trying out best and have escalated it to sr manager", and "we will get it done in next few days",. but no actual work.
Sincerely,
[redacted]
February 1, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: 11085920 – Bo [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his snow blower and request to return for...
an exchange. We apologize that Mr. [redacted]’s snow blower failed to meet his expectations. After researching this matter further we found that service had been scheduled for a technician to diagnose the unit. On January 13, 2016, a Sears technician placed an order for a new parts to complete repair. While the product is past the 30 day return policy, we searched for a similar snow blower in an attempt to provide a faster resolution. However, we found that the snow blowers were all on back order including the same model Mr. [redacted] currently has. Since the parts had already been ordered and service was scheduled, it was in Mr. [redacted]’s best interest to have the product repaired. Accordingly, a Sears technician was able to complete repair on January 21, 2016. The Sears tech went over the unit and ran a test for thirty minutes and found no issues. Additionally, the technician showed Mr. [redacted] the starting procedure and the unit is now working to the manufacturer’s specifications. In the interim, since the product has been repaired, 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his order and his transactions....
It is unfortunate if we failed Mr. [redacted] expectations and we can understand his dissatisfaction with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the complaint filed we found that Mr. [redacted] had previously been in contact with Sears (EMS) Executive Member Support team. EMS explained that the order was originally purchased with the [redacted] card on January 2, 2016. However, the credit card that Mr. [redacted] provided to Sears Lakeline was his [redacted] debit card. The refund should have been returned to the original form of payment ([redacted] card) when Mr. [redacted] returned to the store for his refund. Additionally, the very same day Sears Offline had processed a refund correctly back to his [redacted] card as well but were unaware that Mr. [redacted] had returned to the store for a refund which led to him receiving a double refund. Accordingly, Sears has since reversed the charges on Mr. [redacted] to correct this matter. Since we have confirmed that the charges/credits have been corrected properly, 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
January 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent order....
Store Manager [redacted] has spoken with Ms. [redacted] regarding this issue. [redacted] informed us that he had offered to arrange for Ms. [redacted] to receive a full refund as well as a gift card and $20.00 worth of points added to her SYWR account. It seems that Ms. [redacted] indicated that this met with her approval, but should she have any further concerns, she may contact [redacted] during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a recent purchase....
First, we want to thank Ms. [redacted] for her patronage and for any misunderstanding. According to our records, Ms. [redacted]s SYWR account, member number [redacted] was credited 45,000 points on December 31, 2015 when she called to discuss this transaction. This should meet the terms of the offer she noted. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: Sears sold me a discontinued product . Do they currently sell a Refrigerator with an ice-maker on the door without a cover or lid, the answer is no. I have had issues with this product since the purchase date. The notion that I want a free refrigerator of want sears to go beyond the warranty is incorrect. The Product has not worked and continues to have issues, sears has provided temporary solutions. In conversations with the technician while he was at my home he stated this will be an on going issue ( ice maker freezing). This is why we are pursuing this issue, I hope we can come to an agreement.
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his repair experience for his in warranty [redacted] TV. It is...
important to note that while an item is under the manufacture warranty it is the manufacture that dictates if an item will be exchanged or not once outside the Sears 30 day return policy. With that being said Sears was informed by [redacted] on January 12, 2016 that they had authorized an exchange for Mr. [redacted] TV. This was sent to his local store in the [redacted] in Middletown New York. Mr[redacted] need only go to the store or call and request to speak to the manager [redacted] and they will assist in the completion of the exchange. We regret that Mr[redacted] had an unpleasant experience with our customer service network, but can assure him that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that he was not informed of the manufactures procedure for an exchange therefore causing him any inconvenience. We respectfully ask that this matter be closed, since [redacted] has exchanged Mr. [redacted] television and we have noted his candid feedback. We apologize to Mr[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
*
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have been unable to complete the investigation of Ms. [redacted] complaint regarding...
the repair of her microwave.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted], Territory Member Advocate Team, who states the following:
I have attempted to reach Ms. [redacted] via telephone and I have left contact information on her voicemail; however, at this time she has not responded. We are unable to resolve Ms. [redacted] issue until we have the opportunity to discuss the matter with her. She may contact me at [redacted] at her earliest convenience if she still requires assistance with her issue. In the interim, we will consider Ms. [redacted] matter closed, pending her response.
We apologize to Ms. [redacted] for this issue 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]
January 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding discoloration on her range and the...
function of her self-cleaning cycle. We apologize for the delay in replying to this complaint. It is important to take a moment and explain the internal operation of an oven. An oven is not an airtight appliance. Air flow is very important to eliminate any overheating and potential fire hazards. All ovens are made this way. Evidence of the air flow can be seen in the oven door, when in use the glass in the door can have moisture build up. Heat vents are built into the system at various places, depending on the maker, for air flow as well. Over time as the oven is used build up can and will occur at these vent outlets. They can look like a burn marks or grease stains and depending on the model will depend on where these marks or stains will occur. When self-cleaning is done on an oven that has not been properly cleaned per the owner’s manual before initiating the self-cleaning, can speed up the process. To explain; an oven can get as hot as 900 degrees while in the self-cleaning cycle. At this temperature anything in the oven will eventually be incinerated, but before that occurs any grease left on the oven walls changes state becoming more vaporous and can and will move with the air flow and attach itself to any surface it comes in contact with leaving telltale signs on the glass in the oven door as well as at the airflow vents. In Ms. [redacted] case there is a heat vent at the top of the near the cook-top. Ms. [redacted] may even be experiencing a grease build up between the two planes of glass in the oven door. Discoloration occurs when the oven has a buildup of grease itself and is not properly cleaned before the self-cleaning cycle is initiated per the owner’s manual; therefore leading to the brown stain that Ms. [redacted] is experiencing. It is possible that Ms. [redacted] will continue to see this issue even though the oven may be properly cleaned and grease free before running the self-cleaning cycle in the future again because grease is already within the air flow system as evidenced by the reported staining. Each time the self-cleaning is run more of the grease buildup in the door and throughout the system will dissipate until over time it is gone as long as the oven is grease free, but if the self-cleaning is done on an oven that is not grease free the buildup within the system will continue to stain her range at the vents and over glass door. Ms. [redacted] can prevent these things from happening if she reads and follows the instructions in her owner’s manual on the proper way to clean her range. Since we have explained that what Ms. [redacted] is experiencing is not a manufacture defect we will not be cleaning or replacing the oven. We have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: I have saved a screenshot for the web page on Sears that it is clearly mentioned the coat was sold by Sears, instead of being a marketplace item.
Sincerely,
[redacted]
November
5, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Dear [redacted]We have completed our investigation of [redacted]
complaint regarding his planer. [redacted] receipt specifically noted that he could...
only
seek a refund or exchange within 90 days from the date of purchase. However, he
does have a Master Protection Agreement and if we can verify that the part he
is looking for is not available any longer, we will fulfill the terms of that
contract by providing him with a store credit for a comparable unit. If the
part is still available, then his only option will be repair at this time. [redacted] may contact me via email at [redacted] with the part number needed and I will proceed as noted above. 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: Clearly there will be no satisfactory resulution to this matter through the folks at Sears Holdings. Please provide me with the name and address of your Registered Agent for the service of process here in Idaho and I will file continue this matter through litigation locally.
Sincerely,
[redacted]
January 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: 10982205 - Vincent [redacted] Dear Ms. [redacted]: We have not fully completed our investigation of Mr. [redacted]’s complaint regarding the service coverage....
We apologize for the delay in responding to this complaint. We forwarded this matter to Cross Country who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to complete our research. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted] We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
February 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent orders. Upon...
review of the issue, it does not appear that there was an issue with inventory. What we were able to determine was that there was an issue with the payment method used and the order was canceled by our fraud review department. This could have been due to the phone number, name, address or email address not matching the card payment billing information. The account used was never charged for any of the orders. We did however offer to provide Ms. [redacted] with 7,000 Shop Your Way Rewards account points as a courtesy and she accepted. Additionally, she was offered 10% off of a new order. We apologize for any inconvenience Ms. [redacted] may have experienced, but these measures are taken for the protection of our members to prevent issues with identity theft and fraud. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 24, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611
[redacted] [redacted]We have completed the investigation of [redacted] complaint
regarding the cancelation of his online order of a child’s playhouse...
for $11.95
from one of our online third-party Marketplace vendors. .As clarification, while we strive to provide our Sears.com
customers with accurate information, including pricing, availability, and
product description on all products available on Sears.com, whether directly
through our listings or those of our third-party Marketplace vendors, with any
online site there might be times that an error could occur. Should we uncover a
pricing error, and an order was actually placed for the incorrect amount, we attempt
to email the customer as soon as possible, and then we cancel and refund the
order. For store pick-up items, we notify
the store of pick up that these prices were errors and will not be honored, so
they can cancel the sale at their store. If the item was never ordered, then all
requests to honor the incorrect price would not be granted. We also make every effort to fix the error as soon as
possible since it does us no favors to have customers placing orders that will
just have to be canceled; it only disappoints them and causes extra work with
no sale at the end for us. There is absolutely no benefit to us to have these
errors occur, which is why we try to minimize the chance as much as possible
and why we have software that helps us identify when one occurs. In some
instances where it appears the error has not been corrected in a timely manner,
it is because the consumer may be viewing an older, “cached” version saved in
the computer’s database. This is designated by the settings in the internet
browser being used. If the price has since been corrected though, it will show
in the cart once added as this is a new page that would not have previously
been cached. In [redacted] case, we found that shortly after his order
was placed, it was determined to be for merchandise that had a large system
wide error that caused all newly loaded prices to display for only $11.95. Per
our terms and conditions, we canceled the order and a refund was released from
our systems on October 9, 2015. If [redacted] would like to view the most
up-to-date full version of our terms and conditions, he can access the page
with this link: http://www.sears.com[redacted].
We have also included below a small excerpt specifically regarding pricing
errors:“Pricing errors may occur on the Sears Site from time to
time, on items sold by Sears, or items sold by third party sellers on Sears
Marketplace. Sears attempts to correct all pricing errors as soon as they are
discovered, or as soon as Sears receives notice of an error. Sears reserves the
right to cancel any orders containing pricing errors, with no further
obligations to you, even after your receipt of an order confirmation or
shipping notice from Sears. Any payments you make to Sears for orders that are
cancelled due to pricing errors will be refunded.”With that said, since our cancelation of [redacted] order
was just in accordance with the posted terms and conditions that govern our
website, we are unable to honor his request to provide the merchandise for the
incorrect price. As this decision is commensurate to the circumstances, we have
closed our file.We apologize to [redacted] 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]
March 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her washer. It is unfortunate that [redacted] is not satisfied...
with her washer, but no defect has been found with the unit. [redacted] is simply not satisfied with the way the unit operates. Sears’ Return Policy allows a consumer 30 days to determine whether or not a product meets their needs and expectations. Unfortunately, [redacted] purchased her washer over five months ago, so neither a refund nor an exchange is an option. Furthermore, even though she carries a Master Protection Agreement (MPA) on the washer, certain criteria must be met before a replacement can be offered. According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three or more separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall. Your request for replacement of a Covered Product(s) must occur within sixty (60) days from its last product failure…” In [redacted] case, she has not had any parts replaced to date and the unit has performed as expected when the technician was present. With that said, since we have explained why a replacement is currently not an option for Ms. Bount, and documented her concerns with the repair process, we ask that this matter be closed. We apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her dishwasher. Our service...
records indicate that on January 27, 2016, a Sears Home Services technician installed a main control board into Ms. [redacted] dishwasher. After the board was installed the dishwasher was tested and was found to be operating as designed. There have been two subsequent calls where our technicians have noted that the unit is operating properly. It is important to note that the water at Ms. [redacted] home was tested and was found to be hard. Hard water will hamper the washability of any dishwasher. The most visible (and annoying) effect of hard water is actually on dishes and utensils. The cloudy white residue left on glasses and silverware is actually from hard water salts, which are left behind when the water evaporates from the dishes. There are a number of ways to both remove and prevent hard water deposits. You can remove hard water buildup in your dishwasher by adding vinegar to the rinse aid compartment. There are some over the counter products that can assist with hard water; Lemi-Shine is a popular product which has been used with great results. Per the Master Protection Agreement (MPA) a covered item is eligible for replacement once there have been 4 completed service calls in a 12 month period where functional parts have been used. Since the dishwasher does not qualify for replacement per the aforementioned criteria, we will not be replacing the dishwasher. Since we have noted our response to Ms. [redacted] complaint, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
February 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms[redacted] rebuttal to our previous response. Since receiving Ms[redacted] follow-up concerns, a technician returned to her home to address the remaining issues with her dryer. On January 29, 2016, the technician installed a new thermostat, thermistor and duct assembly. He then tested the unit and found it to be heating properly. Additionally, Ms. [redacted] was not charged for this follow-up repair. As it is our understanding that Ms[redacted] dryer is now working as expected, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 8, 2015/02/05) */
February 5, 2015
[redacted]
[redacted]
After numerous phone...
messages and an email I have been able to contact [redacted]. [redacted] advised me that she has been corresponding with [redacted], our General Sales Manager in our Houston office. At this time [redacted] has advised me that the replacement screens are expected to arrive this week and the window sashes for next week. Once the replacement materials have arrived we will complete the installation in accordance with our contract with [redacted]. .
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted], or via email at [redacted]
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After one missed call, no message; I did get an email from [redacted]. I did respond to her and advised I was working with [redacted] the GM. I hope to have this resolved soon. 02/06/15
Final Consumer Response /* (4200, 14, 2015/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept the resolution until my window is received and installed. As for the blame on the manufacturer's part I understand. I would also like to express that, the product reflects Sears I did not buy from the manufacturer, I bought from Sears and that who is accountable.
Final Business Response /* (4000, 18, 2015/03/10) */
March 9, 2015
[redacted]
[redacted]
[redacted]
[redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. I have spoken with [redacted] and she confirmed that the remainder of her window repairs were completed on March 7, 2017. [redacted] confirmed she is happy with the completed work and has no additional concerns.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted], or via email at [redacted]
Sincerely,
[redacted]
March 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her request for a refund...
for a humidifier her mother, [redacted] purchased from a marketplace seller hosted by the sears.com website. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like another well-known online retailer, we offer our own merchandise and we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to items and services sold by Sears, there is a tab that may be used to narrow the results returned to show only the items sold by Sears. With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. This is stated whenever a Marketplace item is selected and the seller name is shown on the item page, on the order selection page, in the shopping cart, and in the order confirmation. Our policy regarding Marketplace orders is clearly posted on our website and we have copied it below in case [redacted] and [redacted] have not yet become familiar with it: Returning Marketplace Items Sears.com partners with marketplace merchants who sell items on our website. If your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears store. Your merchant's profile, which contains their specific return policy, is available via the product page. Return policies may vary for products sold and fulfilled by third-party merchants other than Sears. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant. Please note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final. [redacted] purchased her dehumidifier from 123 Stores, a seller hosted by the sears.com website. This was stated on the page she visited and a link to the seller’s page was provided, so she could easily review their policies and contact information before completing her purchase. [redacted] Stores has posted the following in regard to returns and warranty service: All unopened unused items can be returned to us for a refund within 30 days from the date of delivery subject to a 15% restocking fee. We do not accept any opened or used items, even if the item has been wrongly ordered by you. In case of a damaged/defective item you can return the item to us for a replacement/refund within 30 days from the date of delivery, subject to us verifying the damage/defect. Warranty Policy Different items have different warranty policies. All warranties, if any, are provided by the manufacturer directly and not by us. We request you to please contact the manufacturer before purchasing if you have any doubt about the warranty of the item. Cancellation of Orders Our records do confirm that [redacted] contacted Sears Customer Service for assistance and was correctly advised that she must contact the seller regarding with questions about her purchase, and the warranty provider if she would to set up a repair if she would like to receive any warranty benefits she may be entitled, such as a repair at no cost if that is what her warranty offers. In fact, [redacted]’s Owner’s Manual specifically states, “This [redacted] portable dehumidifier is warranted, to the original owner within the 48 continental states, for one year from the date of purchase against defects in material and workmanship under normal use and service.” “To obtain service or information, contact [redacted] via email at [redacted] or call [redacted] As such, any obligations for services and parts under this warranty must be performed or authorized by [redacted] While we can certainly understand [redacted] and [redacted] disappointment with the failure of the dehumidifier, Sears did not retain payment for the item and is not the obligor of the warranty. Therefore, we can only assure her that her concerns have been documented and that we do compile this information so that we may reveal any negative trends and consider changes that may be necessary for the satisfaction of our customers and our own business objectives. Since we have provided information appropriate to the terms of [redacted]’s purchase and included documentation to further assist her, we have closed our file regarding this matter. 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]
Complaint: [redacted]
I am rejecting this response because: I reported a complaint against sears holding corporation - which is the parent company for Sears handyman services. Please feel free to direct the complaint to Sears handyman, but please do not close / reject it. As a matter of fact - I have opened a customer complaint with Sears customer Service department also . And there the account specialist that is handling the complaint - is from Sears Home improvement group. Unfortunately - from last 15 days - all that I have got back from her is apologies and "we are trying out best and have escalated it to sr manager", and "we will get it done in next few days",. but no actual work.
Sincerely,
[redacted]
February 1, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: 11085920 – Bo [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his snow blower and request to return for...
an exchange. We apologize that Mr. [redacted]’s snow blower failed to meet his expectations. After researching this matter further we found that service had been scheduled for a technician to diagnose the unit. On January 13, 2016, a Sears technician placed an order for a new parts to complete repair. While the product is past the 30 day return policy, we searched for a similar snow blower in an attempt to provide a faster resolution. However, we found that the snow blowers were all on back order including the same model Mr. [redacted] currently has. Since the parts had already been ordered and service was scheduled, it was in Mr. [redacted]’s best interest to have the product repaired. Accordingly, a Sears technician was able to complete repair on January 21, 2016. The Sears tech went over the unit and ran a test for thirty minutes and found no issues. Additionally, the technician showed Mr. [redacted] the starting procedure and the unit is now working to the manufacturer’s specifications. In the interim, since the product has been repaired, 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his order and his transactions....
It is unfortunate if we failed Mr. [redacted] expectations and we can understand his dissatisfaction with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the complaint filed we found that Mr. [redacted] had previously been in contact with Sears (EMS) Executive Member Support team. EMS explained that the order was originally purchased with the [redacted] card on January 2, 2016. However, the credit card that Mr. [redacted] provided to Sears Lakeline was his [redacted] debit card. The refund should have been returned to the original form of payment ([redacted] card) when Mr. [redacted] returned to the store for his refund. Additionally, the very same day Sears Offline had processed a refund correctly back to his [redacted] card as well but were unaware that Mr. [redacted] had returned to the store for a refund which led to him receiving a double refund. Accordingly, Sears has since reversed the charges on Mr. [redacted] to correct this matter. Since we have confirmed that the charges/credits have been corrected properly, 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
January 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent order....
Store Manager [redacted] has spoken with Ms. [redacted] regarding this issue. [redacted] informed us that he had offered to arrange for Ms. [redacted] to receive a full refund as well as a gift card and $20.00 worth of points added to her SYWR account. It seems that Ms. [redacted] indicated that this met with her approval, but should she have any further concerns, she may contact [redacted] during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a recent purchase....
First, we want to thank Ms. [redacted] for her patronage and for any misunderstanding. According to our records, Ms. [redacted]s SYWR account, member number [redacted] was credited 45,000 points on December 31, 2015 when she called to discuss this transaction. This should meet the terms of the offer she noted. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: Sears sold me a discontinued product . Do they currently sell a Refrigerator with an ice-maker on the door without a cover or lid, the answer is no. I have had issues with this product since the purchase date. The notion that I want a free refrigerator of want sears to go beyond the warranty is incorrect. The Product has not worked and continues to have issues, sears has provided temporary solutions. In conversations with the technician while he was at my home he stated this will be an on going issue ( ice maker freezing). This is why we are pursuing this issue, I hope we can come to an agreement.
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his repair experience for his in warranty [redacted] TV. It is...
important to note that while an item is under the manufacture warranty it is the manufacture that dictates if an item will be exchanged or not once outside the Sears 30 day return policy. With that being said Sears was informed by [redacted] on January 12, 2016 that they had authorized an exchange for Mr. [redacted] TV. This was sent to his local store in the [redacted] in Middletown New York. Mr[redacted] need only go to the store or call and request to speak to the manager [redacted] and they will assist in the completion of the exchange. We regret that Mr[redacted] had an unpleasant experience with our customer service network, but can assure him that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that he was not informed of the manufactures procedure for an exchange therefore causing him any inconvenience. We respectfully ask that this matter be closed, since [redacted] has exchanged Mr. [redacted] television and we have noted his candid feedback. We apologize to Mr[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 27, 2016
*
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have been unable to complete the investigation of Ms. [redacted] complaint regarding...
the repair of her microwave.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted], Territory Member Advocate Team, who states the following:
I have attempted to reach Ms. [redacted] via telephone and I have left contact information on her voicemail; however, at this time she has not responded. We are unable to resolve Ms. [redacted] issue until we have the opportunity to discuss the matter with her. She may contact me at [redacted] at her earliest convenience if she still requires assistance with her issue. In the interim, we will consider Ms. [redacted] matter closed, pending her response.
We apologize to Ms. [redacted] for this issue 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]
January 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding discoloration on her range and the...
function of her self-cleaning cycle. We apologize for the delay in replying to this complaint. It is important to take a moment and explain the internal operation of an oven. An oven is not an airtight appliance. Air flow is very important to eliminate any overheating and potential fire hazards. All ovens are made this way. Evidence of the air flow can be seen in the oven door, when in use the glass in the door can have moisture build up. Heat vents are built into the system at various places, depending on the maker, for air flow as well. Over time as the oven is used build up can and will occur at these vent outlets. They can look like a burn marks or grease stains and depending on the model will depend on where these marks or stains will occur. When self-cleaning is done on an oven that has not been properly cleaned per the owner’s manual before initiating the self-cleaning, can speed up the process. To explain; an oven can get as hot as 900 degrees while in the self-cleaning cycle. At this temperature anything in the oven will eventually be incinerated, but before that occurs any grease left on the oven walls changes state becoming more vaporous and can and will move with the air flow and attach itself to any surface it comes in contact with leaving telltale signs on the glass in the oven door as well as at the airflow vents. In Ms. [redacted] case there is a heat vent at the top of the near the cook-top. Ms. [redacted] may even be experiencing a grease build up between the two planes of glass in the oven door. Discoloration occurs when the oven has a buildup of grease itself and is not properly cleaned before the self-cleaning cycle is initiated per the owner’s manual; therefore leading to the brown stain that Ms. [redacted] is experiencing. It is possible that Ms. [redacted] will continue to see this issue even though the oven may be properly cleaned and grease free before running the self-cleaning cycle in the future again because grease is already within the air flow system as evidenced by the reported staining. Each time the self-cleaning is run more of the grease buildup in the door and throughout the system will dissipate until over time it is gone as long as the oven is grease free, but if the self-cleaning is done on an oven that is not grease free the buildup within the system will continue to stain her range at the vents and over glass door. Ms. [redacted] can prevent these things from happening if she reads and follows the instructions in her owner’s manual on the proper way to clean her range. Since we have explained that what Ms. [redacted] is experiencing is not a manufacture defect we will not be cleaning or replacing the oven. We have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]