Complaint: [redacted]
I am rejecting this response because:The response from Sears is not logical. Sears is attempting to confuse the issue by stating what work was performed at no cost with the issue at hand: which is that Sears mis-diagnosed the problem and replaced a very expensive component when it did not need to be replaced. The technician notes (which I have a copy of and can provide this "proof" if necessary) states that that the ice maker cycles but does not fill. From this statement two things are evident: 1) the ice maker functionality shows no signs of irregularity (i.e. it cycles as designed) and 2) water is not making its way to the ice maker.For a scenario where the ice maker was shown to be cycling, yet no water was observed to be flowing to the ice maker, the very first item that should have been checked was to ensure water was getting to the ice maker. The water line to the refrigerator should have been checked, the filter should have been checked, and the valve releasing water to the ice maker should have been checked. None of this was performed. Instead the technician took no time to perform any basic troubleshooting, and went straight to a diagnosis of the ice maker being faulty.I would ask Sears to explain the deduction that the ice maker was the cause without checking any of the more likely causes first. Or to explain this deduction without any sort of interrogation of the motherboard while the ice maker was connected. Was it because the ice maker was a much more expensive component? Sears' actions in this matter are of questionable integrity
Sincerely,
[redacted]
April 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that installation charges are not included in the...
purchase price of her appliances. We reviewed [redacted] orders and we would like to clarify that [redacted] purchased her appliances online. She purchased a dishwasher and a range in 2015, and recently purchased an over the range microwave oven in March 2016. For liability and safety purposes, the dishwasher and the microwave would both require a licensed electrician to install the units. When ordering online, if an appliance requires installation, the option to purchase installation is part of ordering process. [redacted] chose not to purchase installation on her dishwasher or on her microwave oven order. Our delivery teams are not certified or licensed to perform electrical installations, and will only set-up appliances that require standard plug-in to wall units such as refrigerators, washers, electric dryers or free-standing electric ranges. This is standard procedure for other retailers as well such as [redacted] As far as [redacted] request for installation at no charge is concerned, we did not find that this was warranted. [redacted] stated that she might not shop at Sears in the future, which we understand may cause a subsequent loss of sales and we do not take this lightly. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] expectations. [redacted] has the option to hire a local installation contractor, or she can contact Sears’ installation at [redacted] to purchase installation for her dishwasher and her microwave oven. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,
[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 19, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the...
exchange of his refrigerator and our exchange policy.We are always concerned when one of our customers has a less than satisfactory experience. We can only apologize for the multiple attempts to repair his refrigerator and that we failed [redacted] expectations. As clarification, if an in-warranty appliance is deemed non-repairable after our 30 day return period, we process a product for product replacement, which is non-monetary exchange. On November 19, 2015 we contacted [redacted] and he confirmed that the warranty replacement refrigerator has been delivered. For customer satisfaction, we offered him a $50 gift card and he accepted the offer. The gift card was sent to the email address listed on the complaint. [redacted] should receive it via email within 3 business days. With that being said, since it is our understanding in speaking with [redacted] that the gift card is a resolution that met his 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.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/01/12) */
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of...
[redacted] complaint about the cancellation of her layaway.
We recently encountered some system issues that caused some of our online layaway customers to receive inadvertent cancellation notices on their layaway contracts after they paid them off. This may have potentially caused the cancellation of some of the items ordered through online layaway. When the system error occurred, we released press statements apologizing to our customers affected by this online layaway issue. We would clarify that this issue was specific to layaway contracts online for ship-to-home and did not impact in-store layaways. Even prior to our receipt of any complaints directly from customers or from sources such as your agency, we were already in the process of contacting those customers that were affected and in most cases had already started working with them to resolve the issue. With that having been said, we found that not of the affected contracts and/or items were cancelled, and many consumers actually received most of the items they had placed on layaway online. We were able to find many of the undelivered items through our supply channels or other alternative sources and we made every effort to deliver them by Christmas if possible.
In [redacted] case, we contacted the team that handled these issues and they informed us that the Get Better Talking Mobile Cart was unavailable. Therefore, on December 18, 2015, they sent an eGift card in the amount of $55.00 to [redacted] via email as a good will gesture. Additionally, our records indicate that two separate refunds of $14.29 were issued to her [redacted] ending in[redacted], and a third refund of $28.55 was issued to her [redacted] account ending in [redacted] on December 9, 2014, for a total of the purchase price of $57.13. However, because [redacted] stated that she had not received any of these refunds, we reissued each of them on January 9, 2015. Should [redacted] have any questions or concerns regarding her refund or the gift card we sent, she may reply to our email or contact Regulatory Complaint Specialist [redacted] at [redacted] for assistance. Since an equitable resolution that we feel is commensurate to the circumstances has been provided, we have closed our file.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
[redacted]
December 4,
2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed the investigation of [redacted] complaint regarding her microwave. One of our...
technicians
examined [redacted] microwave and all he could find wrong with it was that
smoke came out when it was operated. This was not mechanical smoke though; it
was from debris of some kind of food that had been baked into the interior from
over cooking. If [redacted] has not been able to remove the residue following
the cleaning instructions noted on page 27 of her owner’s manual, then there is
nothing that can be done to fix the issue. We want to stress that there are
cooking instructions listed on pages 7, 11, 12, and 18 of the owner’s manual. If
these are not followed, there can be issues such as [redacted] is experiencing.
Also, on page 5, it notes that the consumer would need to avoid over cooking food
in order to prevent having a fire in the cavity, which is what likely happened
as well. We take great pride
in our [redacted] products and fully stand behind their performance as well as the
terms of their warranty. [redacted] warranty covers any defects in materials
or workmanship, but it specifically excludes “damage to or failure of the
product resulting from accident, abuse, misuse or use for other than it’s
intended purpose.” As such, we are unable to grant [redacted] request for a
repair or replacement. We cannot make an exception for an issue such as this
where no defect was present in the machine. That said, we appreciate [redacted]
patronage and we are willing to provide her with a 10% discount off of the purchase
of a new microwave from Sears as a courtesy. This would apply on top of any
sale prices, but not to floor model, previously used, clearance, close-out or
outlet merchandise. Should [redacted] wish to accept our offer, she may contact
me via email for further information. 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]Regulatory
Complaint Specialist Sears Holdings
Corporation [redacted]
November 9, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: [redacted] – [redacted] E. [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her recent online order.It is unfortunate that we failed Ms....
[redacted]’s
expectations when she recently placed an order online. We value her patronage
and can understand how the series of events detailed in her complaint has
caused her to lose faith in Sears. Unfortunately, the washer was not available
per the manufacturer until October 7, 2015. As such, the order was cancelled on
September 30, 2015, by Supervisor Efren [redacted]. Accordingly, a refund was
processed on October 1, 2015, for $250.00 under sales check number
[redacted], $250.00 on [redacted], and $11.98 on [redacted]. We truly
regret any inconvenience Ms. [redacted] may have experienced. Additionally, we hope that in the future Ms.
[redacted] will allow us another opportunity to provide her with a better example of
customer service that we have built our reputation upon. In the interim, since
a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the service and replacement process of her Sears Appliance...
Warranty for her [redacted] wall oven. We would first like to point out that [redacted] (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted] contract. Upon receipt of Ms. [redacted] complaint we reached out to Cross Country who is the administrator of the Sears Appliance Warranty service plan. Cross Country is moving forward with the replacement process for Ms. [redacted] Thermador wall oven under the Terms and Conditions of the Sears Appliance Warranty. Section IV of the Terms and Conditions, General Exclusions and Limitations, Item 8 states: “This Agreement does not cover any of the following: repair or replacement of systems, appliances or components classified by the manufacturer as commercial-grade. In no event shall we be liable for claims in excess of $1,000 in the aggregate, per agreement term, per commercial-like or ultra-premium appliance including, without limitation, brand names such as Sub-zero, ** Monogram Series, Thermador, [redacted] and [redacted]” Ms. [redacted] has been in communication with CCHS and was provided with the approval information as well as the process for reimbursement. Ms. [redacted] requested her replacement options in writing and this was emailed to her on May 6, 2016. At this time the claim is pending Ms. [redacted] invoice to process the reimbursement for the replacement. If she needs additional assistance she need only contact CCHS directly at [redacted] Since Ms. [redacted] has been approved for a replacement under the Terms and Conditions of the Appliance Warranty and is pending Ms. [redacted] invoice to complete 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]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding Sears
Garage Solutions and the installation of her garage door opener. [redacted],...
Sears Garage Solutions, Support Specialist provided the following
response:The
local franchisee has informed our office that they have resolved [redacted]
complaint to her satisfaction. We were informed that the garage door opener was
installed on November 5, 2015. Additionally, we were advised that the local
office provided Ms. [redacted] with a $25.00 discount. If I can be of any
additional assistance to Ms. [redacted], she can reach me at [redacted]. Since we
have noted our response to [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 SpecialistSears
Holdings Corporation[redacted]
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal, and have agreed with his request to cancel the Master Protection agreement on the [redacted] cycle as well as provide him with a gift card in the amount of $91.00 for his inconvenience. We have informed [redacted] that he may keep the chest strap Sears provided for his use. Since we have processed both the gift card in the amount of $91.00 and a refund check for the amount of $33.08 for the MPA purchased, we have closed our case. 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]
Initial Business Response /* (1000, 5, 2014/11/17) */
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her...
allegation that a tire fell off of her vehicle after having her oil changed at Sears Auto Center.
[redacted] Manager of the Sears Auto Center in the Crystal Mall, provided the following response:
Sears Auto Center records indicate that the only service performed on [redacted] vehicle while in the Auto Center was an oil change. When a vehicle is in for an oil change, the tires are not removed from the vehicle. A courtesy inspection is done on the vehicle, as with all inspections, if our technicians find an issue, they will note it on the paperwork and advise the consumer, as was done in this case. Since we have noted our response to [redacted]
complaint, we ask that this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
January 15, 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 her dissatisfaction with our customer...
service and non-receipt of a discount for her sears.com order. It is unfortunate that we failed Ms. [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. We have reviewed our records and although we did not find that any of our agents offered Ms. [redacted] a discount of 25%, we did confirm that she received 15% off apparel and free shipping on her items due to her Shop Your Way Max membership. This resulted in a savings of $28.08 for Ms. [redacted] Additionally, we revealed that Ms. [redacted] was provided with a refund of $6.10 after informing our agent that there were still shipping charges on her order. However, we were unable to confirm the charge she referred to. At this time, it appears that Ms. [redacted] orders are complete and correct. As such, 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 Ms. [redacted] comments and the an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services. Upon receiving [redacted] complaint, it was provided to...
the local service unit in [redacted] Heights. [redacted] contacted [redacted] on Monday, December 21, 2015. [redacted] stated that she is not having any issues with the range at this time. She states that the tech's that came out didn't know what they were doing. I let [redacted] know that we will look into the service orders and we will use her feedback as a coaching opportunity. [redacted] was provided with [redacted] office number and has been invited to contact her in the event she requires any assistance from Sears. The range in question was purchased from Sears on November 9, 2014 and per our policy, [redacted] had 30 days in which to request a refund. Since we have noted our response to [redacted] complaint, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Claims SpecialistSears Holdings Corporation[redacted]Tell us why here...
November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted]’ complaint regarding our minimum, non-refundable trip fee that she was not refunded once...
it was realized that she needed a warranty repair.We would first note that if a consumer suspects they qualify for a warranty repair, even if it just under an exceptional parts warranty as with [redacted] appliance, it is best that they contact the manufacturer to arrange this. The manufacturer will then contract with whatever
company they are currently using to provide warranty service and if the repair
does turn out to meet the criteria for coverage, they would then cover that
part of the bill. In [redacted] case, she contacted us directly and just set
up a basic cash call. We are authorized to work on Whirlpool items it is just
that currently we are not the company they are using to provide authorized
service under their warranties. At the time the call was scheduled though, we
were still under contract with them if [redacted] had went through Whirlpool.
If she had scheduled through them and they had initially started using us, then
the service order would still have been paid by Whirlpool as a warrantied
repair since they would have honored any service that was already in process.
It was not our fault that [redacted] did not set up the service through the
manufacturer and we did incur expenses to provide her with service in her home.
With that said, as a one-time accommodation we are willing to refund the
remaining $95.00 even though it will mean we did not receive any compensation
for our time or expenses, including the two visits and hour and 50 minutes total
that we spent in her home. In order to process this refund, I will need [redacted] to call me at [redacted] so that she can provide the other 12 digits
of her 16 digit [redacted] ending in [redacted]. Due to the length of time that has
elapsed her credit card information is no longer viewable in our system. Once
this is received we will issue a refund for $95.00. In the interim, since we
are willing to refund as soon as we receive the card number, we have closed our
file pending [redacted] response.We apologize to [redacted]s and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
Complaint: [redacted]
I am rejecting this response because: Why would I want 10% off a higher priced item from the lower price I had originally saw minus the 10%?? The 10%that was fallacy. Then to be lied to again about getting a $50 gift card. I feel that $50 gift card should be honored. I have already taken my business to a better more reputable company for the 700 dollar item.
Sincerely,
[redacted]
November 23, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886203 –
Suzanne [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’
complaint regarding her request to be refunded for a payment to her...
handyman
after she returned an oven to us that she said was the wrong size.We would first note that if the oven was the wrong size,
then her handyman would surely not have installed it, in which case any monies
due to him would be minimal at best. Additionally, when an offer was made to
reimburse the expense of the handyman it was predicated on the assumption that
Ms. [redacted] would be keeping the oven in which case we would have given her a
discount off of the oven equal to the amount of the bill. In the end though,
Ms. [redacted] did not keep the oven and we were only able to refund her in full;
we were not able to refund her more monies than what she paid. As an
alternative, our delivery group offered her a $200.00 gift card and when Ms.
[redacted] accepted this on September 26, 2015, it was subsequently issued. Since
Ms. [redacted] accepted that alternate resolution, we have closed our file. We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:After 15+ hours of dealing with Sears, Sears did nothing to correct these problems. It was only after disputing the charges with my credit card company that they found in my favor and the charges were corrected. The matter has been settled at this point but I wanted you to be aware it wasn't because Sears corrected it, it was because my credit card company corrected it after being disputed.
Sincerely,
[redacted]
Initial Business Response /* (1000, 13, 2015/03/24) */
Contact Name and Title: [redacted]
March 24, 2015
[redacted]
We have completed the investigation of...
[redacted] complaint regarding his refrigerator repair.
First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded [redacted] complaint to the District Service Manager for review and are confident that his concerns will be thoroughly addressed. On March 23, 2015, the technician returned to [redacted] home to install the parts that were previously ordered; completing the repair. While we are unable to refund [redacted] for his Service Smart Agreement (SSA), as he has utilized the contract for two repairs valued at $583.95, our office has processed a $50.00 gift card as a conciliatory gesture, which should be received by [redacted] within the next two weeks. In summary, since we have completed the repair to [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding a Master Protection Agreement for a free standing ice maker. We did receive the requested documentation from [redacted] and are currently working with her on this issue. 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]
December 29, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Nichole L. [redacted] - # 11005290 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the washer and dryer recently purchased for her parents. ...
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her recently purchased appliances. It appears that Ms. [redacted]’s concerns were addressed prior to the recent of her complaint from your agency. Our records show that refunds for the washer dryer, accessories and protection agreements were processed on December 22, 2015. Additionally, we have documented Ms. [redacted]’s concerns with the customer service she received at the store when she requested that her parents’ appliances be returned. We do not take these matters lightly and we appreciate Ms. [redacted] bringing her concerns to our attention. With that said, since the requested refunds have been processed, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and her parents and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:I appreciate Sears' apology and admission, but now is the time to make me whole for the loss of food, the expenses I incurred (I had to buy a freezer at [redacted] while it tood FIVE (5) (!!) visits to repair the refrigerator, and the total waste of my time. Three of the five visits did nothing to advance the repair of my [redacted] refrigerator. My claim is: $250 lost spoiled food, per the contract$190 - freezer from [redacted] for a month$500 lost time from work waiting for three Sears visits which misdiagnosed problem, ordered incorrect partsTotal Claim: $940I will be happy to close the complaint when Sears makes things right by compensating me as set forth herein. [redacted] I will be happy to close the file if Sears makes these payments. [redacted] I have a pending claim for refrigerator freezer food loss. I also ask that I be given a partial re
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The response from Sears is not logical. Sears is attempting to confuse the issue by stating what work was performed at no cost with the issue at hand: which is that Sears mis-diagnosed the problem and replaced a very expensive component when it did not need to be replaced. The technician notes (which I have a copy of and can provide this "proof" if necessary) states that that the ice maker cycles but does not fill. From this statement two things are evident: 1) the ice maker functionality shows no signs of irregularity (i.e. it cycles as designed) and 2) water is not making its way to the ice maker.For a scenario where the ice maker was shown to be cycling, yet no water was observed to be flowing to the ice maker, the very first item that should have been checked was to ensure water was getting to the ice maker. The water line to the refrigerator should have been checked, the filter should have been checked, and the valve releasing water to the ice maker should have been checked. None of this was performed. Instead the technician took no time to perform any basic troubleshooting, and went straight to a diagnosis of the ice maker being faulty.I would ask Sears to explain the deduction that the ice maker was the cause without checking any of the more likely causes first. Or to explain this deduction without any sort of interrogation of the motherboard while the ice maker was connected. Was it because the ice maker was a much more expensive component? Sears' actions in this matter are of questionable integrity
Sincerely,
[redacted]
April 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that installation charges are not included in the...
purchase price of her appliances. We reviewed [redacted] orders and we would like to clarify that [redacted] purchased her appliances online. She purchased a dishwasher and a range in 2015, and recently purchased an over the range microwave oven in March 2016. For liability and safety purposes, the dishwasher and the microwave would both require a licensed electrician to install the units. When ordering online, if an appliance requires installation, the option to purchase installation is part of ordering process. [redacted] chose not to purchase installation on her dishwasher or on her microwave oven order. Our delivery teams are not certified or licensed to perform electrical installations, and will only set-up appliances that require standard plug-in to wall units such as refrigerators, washers, electric dryers or free-standing electric ranges. This is standard procedure for other retailers as well such as [redacted] As far as [redacted] request for installation at no charge is concerned, we did not find that this was warranted. [redacted] stated that she might not shop at Sears in the future, which we understand may cause a subsequent loss of sales and we do not take this lightly. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] expectations. [redacted] has the option to hire a local installation contractor, or she can contact Sears’ installation at [redacted] to purchase installation for her dishwasher and her microwave oven. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,
[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 19, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the...
exchange of his refrigerator and our exchange policy.We are always concerned when one of our customers has a less than satisfactory experience. We can only apologize for the multiple attempts to repair his refrigerator and that we failed [redacted] expectations. As clarification, if an in-warranty appliance is deemed non-repairable after our 30 day return period, we process a product for product replacement, which is non-monetary exchange. On November 19, 2015 we contacted [redacted] and he confirmed that the warranty replacement refrigerator has been delivered. For customer satisfaction, we offered him a $50 gift card and he accepted the offer. The gift card was sent to the email address listed on the complaint. [redacted] should receive it via email within 3 business days. With that being said, since it is our understanding in speaking with [redacted] that the gift card is a resolution that met his 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.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/01/12) */
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of...
[redacted] complaint about the cancellation of her layaway.
We recently encountered some system issues that caused some of our online layaway customers to receive inadvertent cancellation notices on their layaway contracts after they paid them off. This may have potentially caused the cancellation of some of the items ordered through online layaway. When the system error occurred, we released press statements apologizing to our customers affected by this online layaway issue. We would clarify that this issue was specific to layaway contracts online for ship-to-home and did not impact in-store layaways. Even prior to our receipt of any complaints directly from customers or from sources such as your agency, we were already in the process of contacting those customers that were affected and in most cases had already started working with them to resolve the issue. With that having been said, we found that not of the affected contracts and/or items were cancelled, and many consumers actually received most of the items they had placed on layaway online. We were able to find many of the undelivered items through our supply channels or other alternative sources and we made every effort to deliver them by Christmas if possible.
In [redacted] case, we contacted the team that handled these issues and they informed us that the Get Better Talking Mobile Cart was unavailable. Therefore, on December 18, 2015, they sent an eGift card in the amount of $55.00 to [redacted] via email as a good will gesture. Additionally, our records indicate that two separate refunds of $14.29 were issued to her [redacted] ending in[redacted], and a third refund of $28.55 was issued to her [redacted] account ending in [redacted] on December 9, 2014, for a total of the purchase price of $57.13. However, because [redacted] stated that she had not received any of these refunds, we reissued each of them on January 9, 2015. Should [redacted] have any questions or concerns regarding her refund or the gift card we sent, she may reply to our email or contact Regulatory Complaint Specialist [redacted] at [redacted] for assistance. Since an equitable resolution that we feel is commensurate to the circumstances has been provided, we have closed our file.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
[redacted]
December 4,
2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have
completed the investigation of [redacted] complaint regarding her microwave. One of our...
technicians
examined [redacted] microwave and all he could find wrong with it was that
smoke came out when it was operated. This was not mechanical smoke though; it
was from debris of some kind of food that had been baked into the interior from
over cooking. If [redacted] has not been able to remove the residue following
the cleaning instructions noted on page 27 of her owner’s manual, then there is
nothing that can be done to fix the issue. We want to stress that there are
cooking instructions listed on pages 7, 11, 12, and 18 of the owner’s manual. If
these are not followed, there can be issues such as [redacted] is experiencing.
Also, on page 5, it notes that the consumer would need to avoid over cooking food
in order to prevent having a fire in the cavity, which is what likely happened
as well. We take great pride
in our [redacted] products and fully stand behind their performance as well as the
terms of their warranty. [redacted] warranty covers any defects in materials
or workmanship, but it specifically excludes “damage to or failure of the
product resulting from accident, abuse, misuse or use for other than it’s
intended purpose.” As such, we are unable to grant [redacted] request for a
repair or replacement. We cannot make an exception for an issue such as this
where no defect was present in the machine. That said, we appreciate [redacted]
patronage and we are willing to provide her with a 10% discount off of the purchase
of a new microwave from Sears as a courtesy. This would apply on top of any
sale prices, but not to floor model, previously used, clearance, close-out or
outlet merchandise. Should [redacted] wish to accept our offer, she may contact
me via email for further information. 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]Regulatory
Complaint Specialist Sears Holdings
Corporation [redacted]
November 9, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: [redacted] – [redacted] E. [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her recent online order.It is unfortunate that we failed Ms....
[redacted]’s
expectations when she recently placed an order online. We value her patronage
and can understand how the series of events detailed in her complaint has
caused her to lose faith in Sears. Unfortunately, the washer was not available
per the manufacturer until October 7, 2015. As such, the order was cancelled on
September 30, 2015, by Supervisor Efren [redacted]. Accordingly, a refund was
processed on October 1, 2015, for $250.00 under sales check number
[redacted], $250.00 on [redacted], and $11.98 on [redacted]. We truly
regret any inconvenience Ms. [redacted] may have experienced. Additionally, we hope that in the future Ms.
[redacted] will allow us another opportunity to provide her with a better example of
customer service that we have built our reputation upon. In the interim, since
a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the service and replacement process of her Sears Appliance...
Warranty for her [redacted] wall oven. We would first like to point out that [redacted] (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted] contract. Upon receipt of Ms. [redacted] complaint we reached out to Cross Country who is the administrator of the Sears Appliance Warranty service plan. Cross Country is moving forward with the replacement process for Ms. [redacted] Thermador wall oven under the Terms and Conditions of the Sears Appliance Warranty. Section IV of the Terms and Conditions, General Exclusions and Limitations, Item 8 states: “This Agreement does not cover any of the following: repair or replacement of systems, appliances or components classified by the manufacturer as commercial-grade. In no event shall we be liable for claims in excess of $1,000 in the aggregate, per agreement term, per commercial-like or ultra-premium appliance including, without limitation, brand names such as Sub-zero, ** Monogram Series, Thermador, [redacted] and [redacted]” Ms. [redacted] has been in communication with CCHS and was provided with the approval information as well as the process for reimbursement. Ms. [redacted] requested her replacement options in writing and this was emailed to her on May 6, 2016. At this time the claim is pending Ms. [redacted] invoice to process the reimbursement for the replacement. If she needs additional assistance she need only contact CCHS directly at [redacted] Since Ms. [redacted] has been approved for a replacement under the Terms and Conditions of the Appliance Warranty and is pending Ms. [redacted] invoice to complete 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]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of [redacted] complaint regarding Sears
Garage Solutions and the installation of her garage door opener. [redacted],...
Sears Garage Solutions, Support Specialist provided the following
response:The
local franchisee has informed our office that they have resolved [redacted]
complaint to her satisfaction. We were informed that the garage door opener was
installed on November 5, 2015. Additionally, we were advised that the local
office provided Ms. [redacted] with a $25.00 discount. If I can be of any
additional assistance to Ms. [redacted], she can reach me at [redacted]. Since we
have noted our response to [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 SpecialistSears
Holdings Corporation[redacted]
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal, and have agreed with his request to cancel the Master Protection agreement on the [redacted] cycle as well as provide him with a gift card in the amount of $91.00 for his inconvenience. We have informed [redacted] that he may keep the chest strap Sears provided for his use. Since we have processed both the gift card in the amount of $91.00 and a refund check for the amount of $33.08 for the MPA purchased, we have closed our case. 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]
Initial Business Response /* (1000, 5, 2014/11/17) */
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her...
allegation that a tire fell off of her vehicle after having her oil changed at Sears Auto Center.
[redacted] Manager of the Sears Auto Center in the Crystal Mall, provided the following response:
Sears Auto Center records indicate that the only service performed on [redacted] vehicle while in the Auto Center was an oil change. When a vehicle is in for an oil change, the tires are not removed from the vehicle. A courtesy inspection is done on the vehicle, as with all inspections, if our technicians find an issue, they will note it on the paperwork and advise the consumer, as was done in this case. Since we have noted our response to [redacted]
complaint, we ask that this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
January 15, 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 her dissatisfaction with our customer...
service and non-receipt of a discount for her sears.com order. It is unfortunate that we failed Ms. [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. We have reviewed our records and although we did not find that any of our agents offered Ms. [redacted] a discount of 25%, we did confirm that she received 15% off apparel and free shipping on her items due to her Shop Your Way Max membership. This resulted in a savings of $28.08 for Ms. [redacted] Additionally, we revealed that Ms. [redacted] was provided with a refund of $6.10 after informing our agent that there were still shipping charges on her order. However, we were unable to confirm the charge she referred to. At this time, it appears that Ms. [redacted] orders are complete and correct. As such, 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 Ms. [redacted] comments and the an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services. Upon receiving [redacted] complaint, it was provided to...
the local service unit in [redacted] Heights. [redacted] contacted [redacted] on Monday, December 21, 2015. [redacted] stated that she is not having any issues with the range at this time. She states that the tech's that came out didn't know what they were doing. I let [redacted] know that we will look into the service orders and we will use her feedback as a coaching opportunity. [redacted] was provided with [redacted] office number and has been invited to contact her in the event she requires any assistance from Sears. The range in question was purchased from Sears on November 9, 2014 and per our policy, [redacted] had 30 days in which to request a refund. Since we have noted our response to [redacted] complaint, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Claims SpecialistSears Holdings Corporation[redacted]Tell us why here...
November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted]’ complaint regarding our minimum, non-refundable trip fee that she was not refunded once...
it was realized that she needed a warranty repair.We would first note that if a consumer suspects they qualify for a warranty repair, even if it just under an exceptional parts warranty as with [redacted] appliance, it is best that they contact the manufacturer to arrange this. The manufacturer will then contract with whatever
company they are currently using to provide warranty service and if the repair
does turn out to meet the criteria for coverage, they would then cover that
part of the bill. In [redacted] case, she contacted us directly and just set
up a basic cash call. We are authorized to work on Whirlpool items it is just
that currently we are not the company they are using to provide authorized
service under their warranties. At the time the call was scheduled though, we
were still under contract with them if [redacted] had went through Whirlpool.
If she had scheduled through them and they had initially started using us, then
the service order would still have been paid by Whirlpool as a warrantied
repair since they would have honored any service that was already in process.
It was not our fault that [redacted] did not set up the service through the
manufacturer and we did incur expenses to provide her with service in her home.
With that said, as a one-time accommodation we are willing to refund the
remaining $95.00 even though it will mean we did not receive any compensation
for our time or expenses, including the two visits and hour and 50 minutes total
that we spent in her home. In order to process this refund, I will need [redacted] to call me at [redacted] so that she can provide the other 12 digits
of her 16 digit [redacted] ending in [redacted]. Due to the length of time that has
elapsed her credit card information is no longer viewable in our system. Once
this is received we will issue a refund for $95.00. In the interim, since we
are willing to refund as soon as we receive the card number, we have closed our
file pending [redacted] response.We apologize to [redacted]s and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
Complaint: [redacted]
I am rejecting this response because: Why would I want 10% off a higher priced item from the lower price I had originally saw minus the 10%?? The 10%that was fallacy. Then to be lied to again about getting a $50 gift card. I feel that $50 gift card should be honored. I have already taken my business to a better more reputable company for the 700 dollar item.
Sincerely,
[redacted]
November 23, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886203 –
Suzanne [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’
complaint regarding her request to be refunded for a payment to her...
handyman
after she returned an oven to us that she said was the wrong size.We would first note that if the oven was the wrong size,
then her handyman would surely not have installed it, in which case any monies
due to him would be minimal at best. Additionally, when an offer was made to
reimburse the expense of the handyman it was predicated on the assumption that
Ms. [redacted] would be keeping the oven in which case we would have given her a
discount off of the oven equal to the amount of the bill. In the end though,
Ms. [redacted] did not keep the oven and we were only able to refund her in full;
we were not able to refund her more monies than what she paid. As an
alternative, our delivery group offered her a $200.00 gift card and when Ms.
[redacted] accepted this on September 26, 2015, it was subsequently issued. Since
Ms. [redacted] accepted that alternate resolution, we have closed our file. We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:After 15+ hours of dealing with Sears, Sears did nothing to correct these problems. It was only after disputing the charges with my credit card company that they found in my favor and the charges were corrected. The matter has been settled at this point but I wanted you to be aware it wasn't because Sears corrected it, it was because my credit card company corrected it after being disputed.
Sincerely,
[redacted]
Initial Business Response /* (1000, 13, 2015/03/24) */
Contact Name and Title: [redacted]
March 24, 2015
[redacted]
We have completed the investigation of...
[redacted] complaint regarding his refrigerator repair.
First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded [redacted] complaint to the District Service Manager for review and are confident that his concerns will be thoroughly addressed. On March 23, 2015, the technician returned to [redacted] home to install the parts that were previously ordered; completing the repair. While we are unable to refund [redacted] for his Service Smart Agreement (SSA), as he has utilized the contract for two repairs valued at $583.95, our office has processed a $50.00 gift card as a conciliatory gesture, which should be received by [redacted] within the next two weeks. In summary, since we have completed the repair to [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding a Master Protection Agreement for a free standing ice maker. We did receive the requested documentation from [redacted] and are currently working with her on this issue. 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]
December 29, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Nichole L. [redacted] - # 11005290 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the washer and dryer recently purchased for her parents. ...
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her recently purchased appliances. It appears that Ms. [redacted]’s concerns were addressed prior to the recent of her complaint from your agency. Our records show that refunds for the washer dryer, accessories and protection agreements were processed on December 22, 2015. Additionally, we have documented Ms. [redacted]’s concerns with the customer service she received at the store when she requested that her parents’ appliances be returned. We do not take these matters lightly and we appreciate Ms. [redacted] bringing her concerns to our attention. With that said, since the requested refunds have been processed, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and her parents and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:I appreciate Sears' apology and admission, but now is the time to make me whole for the loss of food, the expenses I incurred (I had to buy a freezer at [redacted] while it tood FIVE (5) (!!) visits to repair the refrigerator, and the total waste of my time. Three of the five visits did nothing to advance the repair of my [redacted] refrigerator. My claim is: $250 lost spoiled food, per the contract$190 - freezer from [redacted] for a month$500 lost time from work waiting for three Sears visits which misdiagnosed problem, ordered incorrect partsTotal Claim: $940I will be happy to close the complaint when Sears makes things right by compensating me as set forth herein. [redacted] I will be happy to close the file if Sears makes these payments. [redacted] I have a pending claim for refrigerator freezer food loss. I also ask that I be given a partial re
Sincerely,
[redacted]