Complaint: [redacted]
I am rejecting this response because the freezer and ice maker and not functioning properly. My wife was home during the repair and advised the technician did not tell her what was repaired nor did he leave an invoice. I called the technician and left a voicemail requesting a call back on 12-04 but have not heard back. Repairs were seemingly made proper and I contacted Sears on 12-05 to see about purchasing a Master Protection Plan. It was my understanding that the damage to the unit are a result of the failed compressor, so the Service Protection Plan I had previously purchased would not be used on this repair and once the unit was 100% functional I could use the amount I previously paid for the Service Protection Plan as a credit toward purchasing the more comprehensive Master Protection Plan in the event this were to happen again. When I called Sears to inquire about doing this they advised me that the compressor and dryer were covered under warranty, however a $289 main pc board along with the labor for all parts were paid for under my Service Protection Plan and I would not be eligible to buy a Master Protection Plan until my Service Protection Plan was in place for 1 year. This confused me because this what not what I was told by management at Sears Customer Solutions. The refrigerator seemed to be cooling adequately, however later in the evening on 12-05 I noticed the freezer not keeping items as frozen as they should be (ie mushy ice cream, peas, fruit and limp ice packs). I called Sears on 12-06 to advise of this and was advised to flip the breaker for the unit on my home's panel box and to wait 30 seconds before flipping it back on. There was an audible "buzzing" noise prior to flipping the switch that stopped after turning the switch off and then back on. The technician was adamant that this would resolve the issue and that all items in the freezer should be solid within a few hours. After doing this the ice maker stopped working. I called Sears back and the technician advised me to remove the cubes from the tray and flip the ice maker off and then back on and that should resolve the issue. I performed this and the ice maker has not worked. Later that evening (several hours later) I noticed no improvement on the items in the freezer and called Sears back and was advised the technician would contact me and possibly come to my home the following day (12/7). I contacted Sears on 12-07 and was advised a technician will come on 12-08 to make another attempt at repair. I was also advised that I could put in a request for cashing in my Service Smart Agreement to get a voucher for $500 off a new fridge, but I explained that the damage was a result of warrantied parts and asked why would I want to spend $2,500 on a comparable new unit when this one should be repaired or replaced at Sears expense. Once again I am needing to take time off work, interrupt my wife's sleep (she works nights) and have lost food in the process. I am disappointed in the way Sears has "handled" this from top to bottom. There are severe inconsistencies on their end at the customers expense. I have 2 young children and a wife and we cannot afford to keep loosing food. I demand Sears make this right, whether that be repair the fridge at no further cost to me and give me a Master Protection Plan or to replace my refrigerator with a comparable model at no further cost to me.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Verna M [redacted]#11116677 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Service and repairs to her refrigerator. On February 4,...
2016, a Sears Home Services technician was dispatched to Ms. [redacted]’s home to diagnose and repair her refrigerator. The drain pan was repaired and the unit is not leaking any longer. Since the drain pan concerns have been addressed, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
November 25, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed our investigation of [redacted] complaint
regarding his recent order. According to our records, the seller for...
[redacted]
merchandise, [redacted] issued a full refund on November 12, 2015. That refund should
be visible now. In light of the aforementioned information, we respectfully ask
that this matter be considered 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]
February 17, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: #11095549 – Eric [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our...
customer service and non-receipt of a refund for his cancelled sears.com order. It is unfortunate that we failed Mr. [redacted]’s expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we confirmed that separate refund amounts of $250.00, $250.00 and $153.99 were issued to his Visa ending in 2965 on January 24, 2016. Mr. [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted]’s comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted]
January 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Purchase Protect. First, we would like to...
apologize to Mr. [redacted] for failing his expectations when he recently attempted to file a claim with Sears Purchase Protect. Upon receiving Mr. [redacted] complaint, we contacted Team Manager [redacted] for assistance. Ms. [redacted] advised that Mr. [redacted] issue was resolved by filing a new claim [redacted] and ensuring that he was able to print a return label. Additionally, Mr. [redacted] accepted an e-gift card as form of payment for his claim and he should receive it within three to four days after his claim is approved. Since it is our understanding that Mr. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
April 27, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto...
centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Auto Center Manager for unit# [redacted] who states the following:
At the time [redacted] came in for credit, I explained to him that I would have to see the vehicle to verify the work because of warranty purposes and would need the old part to return for credit. I stated I was unable to go off what another shop was stating and that they may had reused the same axle but just replaced the seal. [redacted] stated the shop would charge him a core charge to get the axle back and I explained if that was the case, I had a core he could take to get the new part we had just replace back for us. He stated that they would no longer have it because it had been days since he had the work performed and I answered that his invoice had presented to me stated it had been the day before he was in Sears asking for credit. I again asked [redacted] for a chance to verify and if he would please try recovering the old part but he stated, "if that's how you want to play" and left.
Once again, talking to the customer over the phone today 04/22/2016, I went over the issue and asked if all other work performed was ok or if he was having any other issues. [redacted] stated all other work is correct and he is not having any issues. At this point I stated I would give him the benefit of the doubt and return him the credit he was asking for in the sum of $274.69 on what the other shop had concluded and stated they had replaced. I asked [redacted] if he were to ever have any issues with work performed in our shop to give us the opportunity to correct it and to call us before having any work performed at another shop to come to a resolution prior. This would not create doubt or confusion going forward and would also continue his warranty buy not having it voided for work performed in another shop. [redacted] accepted to first contact us on work perform by our shop if any issues were to arise in the future. I will be crediting [redacted] in the sum of $274.69 when he has a chance to come into the shop to pick up his credit. 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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [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 assistance. A senior tech was scheduled on April 15, 2016 while diagnosing the dishwasher he found that the water valve was not turned on all the way. He turned the water valve fully opened. [redacted] was contacted by the service management team on April 18, 2016 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]
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed our investigation of [redacted]’ complaint regarding his Outlet purchased range and the customer care he received. We understand [redacted] is upset with the customer care he received from Sears we can assure [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We also understand that [redacted] is unhappy that [redacted] did not return his calls. It is important to note that all regulatory complaints are assigned a case manager and once done all correspondence for that issue is directed to that assigned case manager, including those to [redacted] there is no higher escalation level other than his assigned case manager with in the Sears network other than legal actions. Our senior service technician found that his range is working as designed. His particular model is designed for the pre-heat light to shut off after a certain time but that the range will still heat to the desired temperature. [redacted] also requested a bent trim piece be replaced under his manufactures warranty, this request was denied as the range was purchased at an outlet store. Outlet purchases may very well have minor cosmetic damage that does not interfere with the function of the item and is not covered under the manufacture warranty. After discussing our results with [redacted] he stated he was not happy with this double oven, we offered to process a full return and refund refund of the purchase of the range. [redacted] declined this offer. Since there is nothing to fix on [redacted]’ range and it is working as designed and [redacted] has declined the resolution offered we have closed our case. If [redacted] would like to move forward with the return and refund he need only contact me directly at [redacted] or via email at [redacted] and we will proceed. 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]
April 25, 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 a recent order. As...
clarification, our return policy specifically notes that a return or exchange would only be possible within 30 days from the date of purchase. However, we want to ensure that our consumers get what they ordered. As such, we have asked that the vendor send [redacted] more replacement parts, but ensure that there is extra packaging to protect them from further damage. [redacted] should receive that package shortly. When it has arrived and [redacted] has confirmed that the pieces are undamaged, we would like to discuss the matter further and he may contact me at the email address listed below then. Since we are unable to grant [redacted] request, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: 11123028I am rejecting this response because:
First, please see the below copy and pasted response from Melissa [redacted]:
"While the 90-day service guarantee is not applicable to Mr. [redacted]’s current repair, we are willing to offer him a 20% service refund if he chooses to proceed with a repair through Sears Home Services. The refund would be processed once the repair has been completed. Mr. [redacted] is welcome to send an email to [redacted]@searshc.com if he would like to accept the discount and to initiate the refund process once the repair has been completed. In the interim, since a fair resolution has been proposed and the terms of the 90-day service guarantee clarified, we ask that this matter be closed."
Ms. [redacted] statement that Sears did not offer 20% is therefore clearly incorrect.
Secondly, I watched intently each and every action the technician did and what he told me and I will describe accordingly. He first removed the transition venting that connects the dryer itself to the steal duct work. He then showed me the inside of the transition duct work, which was stuffed with lint. Next, he reached up the duct work and pulled out more lint. He then told me that a chimney sweep would need to come and clean that. He said an alternative is to get an interior vent, which would avoid having to clean the main duct work.
And Ms. [redacted], I would like to point out that I represent dryer manufacturers involving product liability disputes, so please do not insult my intelligence by telling me that the technician said the venting was inadequate (which again, were that the case I think the prior maintenance visit should have pointed out regardless). I read through the manual and know exactly the type of venting required and how it should be installed. There were no issues with the venting and the only problem, as your technician stated, was that it needed cleaned. This is a problem that should have been addressed by the prior maintenance employee.
I also point out that the reason this all began is because when I tried to schedule two appointments, both times I took off of work only to find out that they had been "cancelled." The first time, they claimed I personally called back to say my dryer was working twenty (20) minutes later. The Sears representative later backtracked and said perhaps someone else had found out about the appointment and posed as me. Quite the diabolical scheme.
The second appointment, the Sears representative again asserted I called back soon after scheduling and said that I had decided to purchase a new dryer instead. Again, I informed them this was not possible and the likelihood of someone, somehow, finding out that I had a dryer maintenance appointment and wreaking havoc on it by making up excuses to cancel the appointment is ridiculous.
So now I have been lied to twice about my appointment being cancelled - by me - and here Ms. [redacted] has added two more lies on top. She first stated that 20% was not offered, and I have reproduced the direct evidence controverting that little fib, and second that the technician told me the venting was improper. If Ms. [redacted] would like to stick to that story despite my very clear description otherwise, I would like the technician interviewed and his statement put on a record to see what he says. Then we can determine what his final conclusion was.
Sincerely,Andrew [redacted]
March 10, 2016 [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service...
and non-receipt of a refund for a cancelled sears.com layaway order. It is unfortunate that we failed [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we sent an email directly to [redacted] on February 25, 2016, to inform her that we issued a full refund of $486.83 in four separate credits to her [redacted] Account ending in [redacted]. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted [redacted] comments and the appropriate refund has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist[redacted]
May 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his lawn mower and his request to return the unit...
for a refund. [redacted] dropped his lawnmower at our repair facility on October 10, 2015. An initial examination of the unit was made to verify the model and serial number. Once this exam was completed, the lawn mower was forwarded to the four-cycle department for repairs. There, the technician examined the unit and found that the fuel was stale and internal engine damage was present. Due to the nature of the damage, the repair was not covered under the manufacturer’s warranty. Furthermore, because of the extent of the damage found, [redacted] was advised that it was not economical to repair. While [redacted] lawnmower is less than a year and a half old and covered by a warranty; the warranty has limitations. According to the warranty, any repairs necessary because of accident or failure to operate or maintain the product according to all supplied instructions is not covered. Furthermore, a refund is not an option for two reasons. First, under Sears’ Return Policy, [redacted] was permitted to return or exchange his lawnmower for 30 days from the date of purchase; now that nearly a year and a half has passed, he is too far outside the return policy timeframe for an accommodation. Secondly, since [redacted] damaged his lawn mower, no accommodations are warranted. As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 2, 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. ...
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 a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. The seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listings. Our Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual retune policies, which are accessible via a link on the page for the item. As such, we would not be required to honor Mr. [redacted] request. However, we are willing to consider granting it as a courtesy. At this time, we must verify the status of the dispute he allegedly claimed with his credit card company first, prior to issuing any sort of adjustment. Once this is done, we will contact Mr. [redacted] In the meantime, I may be reached via email at [redacted] during normal business hours if he has any other concerns. In closure, 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] Specialist, Regulatory Complaints [redacted]
April 12, 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 his dissatisfaction with the...
cancellation of his sears.com order and his subsequent request for a $25.00 gift card. It is unfortunate that we failed [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. Although it appears that the cancellation may have been partially due to an incorrect coupon application on the order, [redacted] concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have emailed a $25.00 eGift card directly to him as an apology for this issue. [redacted] is expected to receive the eGift card within 2-3 business days and should check both his inbox and junk mail folder for his gift card if Sears has not been added to his contacts. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
November 17, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # Re: # [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she...
encountered with the installation of her replacement dishwasher. It is unfortunate that we failed [redacted] expectations when she recently scheduled a dishwasher installation. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced.Upon receipt of [redacted] complaint, we reached out to [redacted] Customer Service Represent with Installations, to assist with [redacted] complaint. [redacted] researched and confirmed that the contractor had returned the dishwasher and the credit for the dishwasher was issued back to [redacted] replacement authorization number. On November 1, 2015 [redacted] repurchased the dishwasher and [redacted] contacted our installation contractor to arrange an installation date. Installation of the dishwasher was scheduled for November 13, 2015. Regrettably, the contractor was unable to install the dishwasher again due to plumbing issues. We contacted [redacted] daughter, [redacted] on November 17, 2015 to discuss the installation issue. She confirmed that the installer informed her that the dishwasher she selected is designed with a side hook-up, and the plumbing in her house is set up for a bottom hook-up. This is considered a liability issue and the installer informed [redacted] that she would have to hire a plumber to change the plumbing for a side hook-up prior to installing the dishwasher. As clarification, the protection agreement will only cover standard installation and does not cover any additional plumbing. The installer also informed [redacted] that it is quite possible that the dishwasher will not fit in the space provided. [redacted] stated that she consulted a third party contractor in regards to the dishwasher. He informed her that he would provide her a quote for the plumbing issue and for the installation of the dishwasher as well. We informed [redacted] that she has two options at this point. We could resend our installation contractor to install the dishwasher once she has resolved the plumbing issue; or we could deliver the dishwasher and reimburse her up to $139.00 to hire a third party installation contractor. [redacted] stated that she is undecided at this time, but will contact us once she receives an estimate from her third party contractor.With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]
Initial Business Response /* (1000, 13, 2015/01/23) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
January 23, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the dishwasher failed sooner than expected.
We apologize that [redacted] dishwasher failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option.
We reviewed the service history on the dishwasher and the repairs listed have been minor repairs such as rollers on the basket and spray arm issues. According to the notes on the last repair in 2013, the tech indicated that the spray arm came off and he instructed [redacted] to be careful when loading the dishwasher. The manufacturer's warranty expired on November 1, 2011 and the protection agreement [redacted] purchased expired on November 3, 2012. With that being said, the request for a replacement dishwasher has been denied.
As a one-time courtesy, we offered to reimburse [redacted] up to $75 on the labor and she accepted. Service on the dishwasher was completed on January 21, 2015 and according to the technicians notes the door was not closing because the upper rack was not in the proper location. On January 23, 2015, we issued a reimbursement check for $67.99 and [redacted] should receive it via regular mail within 7 - 10 business days. In the interim, since the dishwasher has been repaired and the labor reimbursement is a resolution that met with [redacted] approval, we have closed our file.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: Harshnil [redacted] # 10973762 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a
refrigerator purchased from the Sears Outlet in Clearwater. It
is our...
understanding that on Monday, December 7, 2015, the doors and power cord
on Mr. [redacted]’s refrigerator were swapped out by Nationwide Appliance. If there
are any additional concerns that Mr. [redacted] needs to have addressed, we ask that
he contact Amanda, the Assistant Store Manager by calling [redacted]. As
stated, since the doors and power cord were changed, we ask that this complaint
be 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,Adam
[redacted]Regulatory
Claims SpecialistSears
Holdings CorporationAdam.[redacted]@searshc.com
December 16, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding his dissatisfaction with our customer service and
non-receipt of a...
refund for an incorrect item she received from kmart.com.It is unfortunate that we failed [redacted]
expectations when she recently placed an order with Kmart. We value her
patronage and can understand her frustration with the events detailed in her
letter. Her concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Additionally, we have revealed that we issued a refund of $21.07 to [redacted] ending in [redacted] on December 2, 2015. We did not require [redacted] to return the
item. At this time, we can only
reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us
the opportunity to provide her with a better example of the type of customer
service that we have built our reputation upon, but we would understand if this
is not possible. We respectfully ask to
have this matter closed since we have noted [redacted] comments and the
requested resolution has been provided. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist[redacted]
December 4, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886744 – Julie
[redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the delay she encountered in trying to receive a...
television
that was supposed to be delivered to her local store for pick-up.Our records indicate that Shelby Tribble in our escalated,
executive complaint department assisted Ms. [redacted] with her concerns back
in October. Shelby was able to verify that while the television shipped out to
the store, it never arrived even though it appeared to have done so based on
the tracking. Once it was confirmed though that Ms. [redacted] had not received
it, Shelby arranged for a new one to be delivered to Ms. [redacted]’s
residence, and it was our understanding that this resolution met with her
approval. Therefore we have closed our file.We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
November 5, 2015Revdex.com[redacted]330 North Wabash Ave., Ste. 2006Chicago, IL 60611[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. Pursuant to the [redacted] complaint, the replacement unit has been installed. The final inspection with the county took place on 11/03/2015 and passed. I confirmed with [redacted] that there are no additional concerns at this time. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value the [redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me directly at [redacted]Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because the freezer and ice maker and not functioning properly. My wife was home during the repair and advised the technician did not tell her what was repaired nor did he leave an invoice. I called the technician and left a voicemail requesting a call back on 12-04 but have not heard back. Repairs were seemingly made proper and I contacted Sears on 12-05 to see about purchasing a Master Protection Plan. It was my understanding that the damage to the unit are a result of the failed compressor, so the Service Protection Plan I had previously purchased would not be used on this repair and once the unit was 100% functional I could use the amount I previously paid for the Service Protection Plan as a credit toward purchasing the more comprehensive Master Protection Plan in the event this were to happen again. When I called Sears to inquire about doing this they advised me that the compressor and dryer were covered under warranty, however a $289 main pc board along with the labor for all parts were paid for under my Service Protection Plan and I would not be eligible to buy a Master Protection Plan until my Service Protection Plan was in place for 1 year. This confused me because this what not what I was told by management at Sears Customer Solutions. The refrigerator seemed to be cooling adequately, however later in the evening on 12-05 I noticed the freezer not keeping items as frozen as they should be (ie mushy ice cream, peas, fruit and limp ice packs). I called Sears on 12-06 to advise of this and was advised to flip the breaker for the unit on my home's panel box and to wait 30 seconds before flipping it back on. There was an audible "buzzing" noise prior to flipping the switch that stopped after turning the switch off and then back on. The technician was adamant that this would resolve the issue and that all items in the freezer should be solid within a few hours. After doing this the ice maker stopped working. I called Sears back and the technician advised me to remove the cubes from the tray and flip the ice maker off and then back on and that should resolve the issue. I performed this and the ice maker has not worked. Later that evening (several hours later) I noticed no improvement on the items in the freezer and called Sears back and was advised the technician would contact me and possibly come to my home the following day (12/7). I contacted Sears on 12-07 and was advised a technician will come on 12-08 to make another attempt at repair. I was also advised that I could put in a request for cashing in my Service Smart Agreement to get a voucher for $500 off a new fridge, but I explained that the damage was a result of warrantied parts and asked why would I want to spend $2,500 on a comparable new unit when this one should be repaired or replaced at Sears expense. Once again I am needing to take time off work, interrupt my wife's sleep (she works nights) and have lost food in the process. I am disappointed in the way Sears has "handled" this from top to bottom. There are severe inconsistencies on their end at the customers expense. I have 2 young children and a wife and we cannot afford to keep loosing food. I demand Sears make this right, whether that be repair the fridge at no further cost to me and give me a Master Protection Plan or to replace my refrigerator with a comparable model at no further cost to me.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Verna M [redacted]#11116677 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Service and repairs to her refrigerator. On February 4,...
2016, a Sears Home Services technician was dispatched to Ms. [redacted]’s home to diagnose and repair her refrigerator. The drain pan was repaired and the unit is not leaking any longer. Since the drain pan concerns have been addressed, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
November 25, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed our investigation of [redacted] complaint
regarding his recent order. According to our records, the seller for...
[redacted]
merchandise, [redacted] issued a full refund on November 12, 2015. That refund should
be visible now. In light of the aforementioned information, we respectfully ask
that this matter be considered 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]
February 17, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: #11095549 – Eric [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our...
customer service and non-receipt of a refund for his cancelled sears.com order. It is unfortunate that we failed Mr. [redacted]’s expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we confirmed that separate refund amounts of $250.00, $250.00 and $153.99 were issued to his Visa ending in 2965 on January 24, 2016. Mr. [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted]’s comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted]
January 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Purchase Protect. First, we would like to...
apologize to Mr. [redacted] for failing his expectations when he recently attempted to file a claim with Sears Purchase Protect. Upon receiving Mr. [redacted] complaint, we contacted Team Manager [redacted] for assistance. Ms. [redacted] advised that Mr. [redacted] issue was resolved by filing a new claim [redacted] and ensuring that he was able to print a return label. Additionally, Mr. [redacted] accepted an e-gift card as form of payment for his claim and he should receive it within three to four days after his claim is approved. Since it is our understanding that Mr. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
April 27, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto...
centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Auto Center Manager for unit# [redacted] who states the following:
At the time [redacted] came in for credit, I explained to him that I would have to see the vehicle to verify the work because of warranty purposes and would need the old part to return for credit. I stated I was unable to go off what another shop was stating and that they may had reused the same axle but just replaced the seal. [redacted] stated the shop would charge him a core charge to get the axle back and I explained if that was the case, I had a core he could take to get the new part we had just replace back for us. He stated that they would no longer have it because it had been days since he had the work performed and I answered that his invoice had presented to me stated it had been the day before he was in Sears asking for credit. I again asked [redacted] for a chance to verify and if he would please try recovering the old part but he stated, "if that's how you want to play" and left.
Once again, talking to the customer over the phone today 04/22/2016, I went over the issue and asked if all other work performed was ok or if he was having any other issues. [redacted] stated all other work is correct and he is not having any issues. At this point I stated I would give him the benefit of the doubt and return him the credit he was asking for in the sum of $274.69 on what the other shop had concluded and stated they had replaced. I asked [redacted] if he were to ever have any issues with work performed in our shop to give us the opportunity to correct it and to call us before having any work performed at another shop to come to a resolution prior. This would not create doubt or confusion going forward and would also continue his warranty buy not having it voided for work performed in another shop. [redacted] accepted to first contact us on work perform by our shop if any issues were to arise in the future. I will be crediting [redacted] in the sum of $274.69 when he has a chance to come into the shop to pick up his credit. 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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [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 assistance. A senior tech was scheduled on April 15, 2016 while diagnosing the dishwasher he found that the water valve was not turned on all the way. He turned the water valve fully opened. [redacted] was contacted by the service management team on April 18, 2016 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]
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed our investigation of [redacted]’ complaint regarding his Outlet purchased range and the customer care he received. We understand [redacted] is upset with the customer care he received from Sears we can assure [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We also understand that [redacted] is unhappy that [redacted] did not return his calls. It is important to note that all regulatory complaints are assigned a case manager and once done all correspondence for that issue is directed to that assigned case manager, including those to [redacted] there is no higher escalation level other than his assigned case manager with in the Sears network other than legal actions. Our senior service technician found that his range is working as designed. His particular model is designed for the pre-heat light to shut off after a certain time but that the range will still heat to the desired temperature. [redacted] also requested a bent trim piece be replaced under his manufactures warranty, this request was denied as the range was purchased at an outlet store. Outlet purchases may very well have minor cosmetic damage that does not interfere with the function of the item and is not covered under the manufacture warranty. After discussing our results with [redacted] he stated he was not happy with this double oven, we offered to process a full return and refund refund of the purchase of the range. [redacted] declined this offer. Since there is nothing to fix on [redacted]’ range and it is working as designed and [redacted] has declined the resolution offered we have closed our case. If [redacted] would like to move forward with the return and refund he need only contact me directly at [redacted] or via email at [redacted] and we will proceed. 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]
April 25, 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 a recent order. As...
clarification, our return policy specifically notes that a return or exchange would only be possible within 30 days from the date of purchase. However, we want to ensure that our consumers get what they ordered. As such, we have asked that the vendor send [redacted] more replacement parts, but ensure that there is extra packaging to protect them from further damage. [redacted] should receive that package shortly. When it has arrived and [redacted] has confirmed that the pieces are undamaged, we would like to discuss the matter further and he may contact me at the email address listed below then. Since we are unable to grant [redacted] request, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: 11123028I am rejecting this response because:
First, please see the below copy and pasted response from Melissa [redacted]:
"While the 90-day service guarantee is not applicable to Mr. [redacted]’s current repair, we are willing to offer him a 20% service refund if he chooses to proceed with a repair through Sears Home Services. The refund would be processed once the repair has been completed. Mr. [redacted] is welcome to send an email to [redacted]@searshc.com if he would like to accept the discount and to initiate the refund process once the repair has been completed. In the interim, since a fair resolution has been proposed and the terms of the 90-day service guarantee clarified, we ask that this matter be closed."
Ms. [redacted] statement that Sears did not offer 20% is therefore clearly incorrect.
Secondly, I watched intently each and every action the technician did and what he told me and I will describe accordingly. He first removed the transition venting that connects the dryer itself to the steal duct work. He then showed me the inside of the transition duct work, which was stuffed with lint. Next, he reached up the duct work and pulled out more lint. He then told me that a chimney sweep would need to come and clean that. He said an alternative is to get an interior vent, which would avoid having to clean the main duct work.
And Ms. [redacted], I would like to point out that I represent dryer manufacturers involving product liability disputes, so please do not insult my intelligence by telling me that the technician said the venting was inadequate (which again, were that the case I think the prior maintenance visit should have pointed out regardless). I read through the manual and know exactly the type of venting required and how it should be installed. There were no issues with the venting and the only problem, as your technician stated, was that it needed cleaned. This is a problem that should have been addressed by the prior maintenance employee.
I also point out that the reason this all began is because when I tried to schedule two appointments, both times I took off of work only to find out that they had been "cancelled." The first time, they claimed I personally called back to say my dryer was working twenty (20) minutes later. The Sears representative later backtracked and said perhaps someone else had found out about the appointment and posed as me. Quite the diabolical scheme.
The second appointment, the Sears representative again asserted I called back soon after scheduling and said that I had decided to purchase a new dryer instead. Again, I informed them this was not possible and the likelihood of someone, somehow, finding out that I had a dryer maintenance appointment and wreaking havoc on it by making up excuses to cancel the appointment is ridiculous.
So now I have been lied to twice about my appointment being cancelled - by me - and here Ms. [redacted] has added two more lies on top. She first stated that 20% was not offered, and I have reproduced the direct evidence controverting that little fib, and second that the technician told me the venting was improper. If Ms. [redacted] would like to stick to that story despite my very clear description otherwise, I would like the technician interviewed and his statement put on a record to see what he says. Then we can determine what his final conclusion was.
Sincerely,Andrew [redacted]
March 10, 2016 [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service...
and non-receipt of a refund for a cancelled sears.com layaway order. It is unfortunate that we failed [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we sent an email directly to [redacted] on February 25, 2016, to inform her that we issued a full refund of $486.83 in four separate credits to her [redacted] Account ending in [redacted]. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted [redacted] comments and the appropriate refund has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist[redacted]
May 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his lawn mower and his request to return the unit...
for a refund. [redacted] dropped his lawnmower at our repair facility on October 10, 2015. An initial examination of the unit was made to verify the model and serial number. Once this exam was completed, the lawn mower was forwarded to the four-cycle department for repairs. There, the technician examined the unit and found that the fuel was stale and internal engine damage was present. Due to the nature of the damage, the repair was not covered under the manufacturer’s warranty. Furthermore, because of the extent of the damage found, [redacted] was advised that it was not economical to repair. While [redacted] lawnmower is less than a year and a half old and covered by a warranty; the warranty has limitations. According to the warranty, any repairs necessary because of accident or failure to operate or maintain the product according to all supplied instructions is not covered. Furthermore, a refund is not an option for two reasons. First, under Sears’ Return Policy, [redacted] was permitted to return or exchange his lawnmower for 30 days from the date of purchase; now that nearly a year and a half has passed, he is too far outside the return policy timeframe for an accommodation. Secondly, since [redacted] damaged his lawn mower, no accommodations are warranted. As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 2, 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. ...
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 a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. The seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listings. Our Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual retune policies, which are accessible via a link on the page for the item. As such, we would not be required to honor Mr. [redacted] request. However, we are willing to consider granting it as a courtesy. At this time, we must verify the status of the dispute he allegedly claimed with his credit card company first, prior to issuing any sort of adjustment. Once this is done, we will contact Mr. [redacted] In the meantime, I may be reached via email at [redacted] during normal business hours if he has any other concerns. In closure, 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] Specialist, Regulatory Complaints [redacted]
April 12, 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 his dissatisfaction with the...
cancellation of his sears.com order and his subsequent request for a $25.00 gift card. It is unfortunate that we failed [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. Although it appears that the cancellation may have been partially due to an incorrect coupon application on the order, [redacted] concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have emailed a $25.00 eGift card directly to him as an apology for this issue. [redacted] is expected to receive the eGift card within 2-3 business days and should check both his inbox and junk mail folder for his gift card if Sears has not been added to his contacts. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
November 17, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # Re: # [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she...
encountered with the installation of her replacement dishwasher. It is unfortunate that we failed [redacted] expectations when she recently scheduled a dishwasher installation. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced.Upon receipt of [redacted] complaint, we reached out to [redacted] Customer Service Represent with Installations, to assist with [redacted] complaint. [redacted] researched and confirmed that the contractor had returned the dishwasher and the credit for the dishwasher was issued back to [redacted] replacement authorization number. On November 1, 2015 [redacted] repurchased the dishwasher and [redacted] contacted our installation contractor to arrange an installation date. Installation of the dishwasher was scheduled for November 13, 2015. Regrettably, the contractor was unable to install the dishwasher again due to plumbing issues. We contacted [redacted] daughter, [redacted] on November 17, 2015 to discuss the installation issue. She confirmed that the installer informed her that the dishwasher she selected is designed with a side hook-up, and the plumbing in her house is set up for a bottom hook-up. This is considered a liability issue and the installer informed [redacted] that she would have to hire a plumber to change the plumbing for a side hook-up prior to installing the dishwasher. As clarification, the protection agreement will only cover standard installation and does not cover any additional plumbing. The installer also informed [redacted] that it is quite possible that the dishwasher will not fit in the space provided. [redacted] stated that she consulted a third party contractor in regards to the dishwasher. He informed her that he would provide her a quote for the plumbing issue and for the installation of the dishwasher as well. We informed [redacted] that she has two options at this point. We could resend our installation contractor to install the dishwasher once she has resolved the plumbing issue; or we could deliver the dishwasher and reimburse her up to $139.00 to hire a third party installation contractor. [redacted] stated that she is undecided at this time, but will contact us once she receives an estimate from her third party contractor.With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]
Initial Business Response /* (1000, 13, 2015/01/23) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
January 23, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the dishwasher failed sooner than expected.
We apologize that [redacted] dishwasher failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option.
We reviewed the service history on the dishwasher and the repairs listed have been minor repairs such as rollers on the basket and spray arm issues. According to the notes on the last repair in 2013, the tech indicated that the spray arm came off and he instructed [redacted] to be careful when loading the dishwasher. The manufacturer's warranty expired on November 1, 2011 and the protection agreement [redacted] purchased expired on November 3, 2012. With that being said, the request for a replacement dishwasher has been denied.
As a one-time courtesy, we offered to reimburse [redacted] up to $75 on the labor and she accepted. Service on the dishwasher was completed on January 21, 2015 and according to the technicians notes the door was not closing because the upper rack was not in the proper location. On January 23, 2015, we issued a reimbursement check for $67.99 and [redacted] should receive it via regular mail within 7 - 10 business days. In the interim, since the dishwasher has been repaired and the labor reimbursement is a resolution that met with [redacted] approval, we have closed our file.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Nita [redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: Harshnil [redacted] # 10973762 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a
refrigerator purchased from the Sears Outlet in Clearwater. It
is our...
understanding that on Monday, December 7, 2015, the doors and power cord
on Mr. [redacted]’s refrigerator were swapped out by Nationwide Appliance. If there
are any additional concerns that Mr. [redacted] needs to have addressed, we ask that
he contact Amanda, the Assistant Store Manager by calling [redacted]. As
stated, since the doors and power cord were changed, we ask that this complaint
be 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,Adam
[redacted]Regulatory
Claims SpecialistSears
Holdings CorporationAdam.[redacted]@searshc.com
December 16, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding his dissatisfaction with our customer service and
non-receipt of a...
refund for an incorrect item she received from kmart.com.It is unfortunate that we failed [redacted]
expectations when she recently placed an order with Kmart. We value her
patronage and can understand her frustration with the events detailed in her
letter. Her concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Additionally, we have revealed that we issued a refund of $21.07 to [redacted] ending in [redacted] on December 2, 2015. We did not require [redacted] to return the
item. At this time, we can only
reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us
the opportunity to provide her with a better example of the type of customer
service that we have built our reputation upon, but we would understand if this
is not possible. We respectfully ask to
have this matter closed since we have noted [redacted] comments and the
requested resolution has been provided. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist[redacted]
December 4, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886744 – Julie
[redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the delay she encountered in trying to receive a...
television
that was supposed to be delivered to her local store for pick-up.Our records indicate that Shelby Tribble in our escalated,
executive complaint department assisted Ms. [redacted] with her concerns back
in October. Shelby was able to verify that while the television shipped out to
the store, it never arrived even though it appeared to have done so based on
the tracking. Once it was confirmed though that Ms. [redacted] had not received
it, Shelby arranged for a new one to be delivered to Ms. [redacted]’s
residence, and it was our understanding that this resolution met with her
approval. Therefore we have closed our file.We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
November 5, 2015Revdex.com[redacted]330 North Wabash Ave., Ste. 2006Chicago, IL 60611[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. Pursuant to the [redacted] complaint, the replacement unit has been installed. The final inspection with the county took place on 11/03/2015 and passed. I confirmed with [redacted] that there are no additional concerns at this time. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value the [redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me directly at [redacted]Sincerely,[redacted]