April 4, 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 some...
tools he wished to have replaced under the [redacted] Warranty. Store Manager [redacted] provided the following response: We have spoken with [redacted] concerning this issue. She agreed to visit so that we could replace the screwdrivers that seemed to be the source of this complaint. Should [redacted] or [redacted] have any further concerns or questions, we would ask that she contact me [redacted] during normal business hours at [redacted] In light of the aforementioned information, we have closed our file. We apologize to [redacted] and [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]
April 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his request for a refund for a declined estimate. At the time [redacted]...
[redacted] called to schedule service through Sears Home Services, he was apprised that since his washer was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $89.00. Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair. If you choose not to have your <product> repaired, you will be charged a non-refundable fee of $89.00.” As illustrated above, the call taker explained that when the repair estimate is declined, the minimum diagnostic fee is due; however, there is no mention of the potential repair cost. The call taker is not empowered to quote a repair cost for several reasons. First, they do not have the technical expertise to diagnose a product, secondly, even if they were knowledgeable, they could not diagnose a product sight unseen over the phone and lastly, they do not have access to part and labor pricing. We apologize if [redacted] misunderstood what the trip charge entailed, but the verbiage is fairly straight forward. Therefore, since the technician completed the diagnosis, and provided [redacted] with a repair estimate that he subsequently declined, no refund is due. 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
March 9, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was...
assessed for a repair to his washer. We would first like to apologize that [redacted] somehow misinterpreted our pricing policies to mean that our minimum fee would be deducted from his repair cost. What we explain is that for a minimum fee of $79.00 we will travel to the home and provide an estimate of the prospective repairs needed. If the estimate is accepted then only that amount is due but if it is declined, then the minimum fee would be owed. We do not say it will be deducted from the estimate. In [redacted] case that means that the charges he was assessed for service were correct and he would not have been owed any refund. With that said, since the time that [redacted] filed, he had another service order under his 90-day repair guarantee. During that call it was determined that the washer needed a new electronic control board, and while he would not have had to pay any further labor costs, the cost of the new part would have been considered a new estimate. Since [redacted] declined to proceed with the further estimate for repairs, he would have been entitled at that point to receive a refund for everything except the $79.00 non-refundable minimum trip/diagnostic charge. At this point though, we are unsure as to whether [redacted] actually ever received this refund for $145.70. If he has not, we would ask him to contact us and provide the first 12 digits of his 16 digit [redacted] card ending in [redacted] we would then be able to research our systems to see if any credits were issued and if not, issue a refund totaling $145.70. He is welcome to email me at [redacted] or call me at [redacted] to provide that information. In the interim, since we have explained the further developments with [redacted] repair and the fact that we are willing to refund him for all charges above the non-refundable minimum fee of $79.00, we have closed our case pending his response. Again, we apologize to [redacted] appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
February 1, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Cynthia [redacted] - #11108637 Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding her...
dissatisfaction with Sears Home Services. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her range. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted]’ concerns to the District Service Manager for further review. On January 30, 2016, the technician returned to Ms. [redacted]’ home to install the parts that were previously ordered. Once the parts were installed, the range was tested and found to be operating properly. Again, we sincerely regret any inconvenience Ms. [redacted] may have experienced due to the delay in repairing her range. With that said, since we have completed the repair to Ms. [redacted]’ range, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
April 1, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding the repair of his tv.
We have reviewed [redacted]...
[redacted] service history and our records show that it was our technician’s determination that the damage done to screen was caused by the customer. Unfortunately, the manufacturer’s warranty does not cover any repairs due to negligence or accidental damage by the customer. Should [redacted] want to repair his tv it would be done at his expense. 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] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his garage door opener. [redacted] Sears Home Services, Support Specialist provided the following response: [redacted] notes in his rebuttal that a bracket was not replaced during last week’s service call. The technician was contacted and informed me that the bracket is actually part of the garage door, not the opener. Additionally, this part will need to be replaced by a Garage Door Service provider. If [redacted] has any other questions he can reach me at [redacted]. Since we have noted our response to [redacted] rebuttal and have referred him to a garage door company for resolution, 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 Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611
[redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears. We apologize that [redacted]...
refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. [redacted] did not purchase additional coverage, but he was provided with a complimentary one year Repair Protection Agreement (RPA) on February 23, 2015 which has now expired. As such, we feel it is unreasonable to expect Sears to bear the cost of repair and we are unable to grant his request. We sincerely apologize for any inconvenience [redacted] may have experienced and respectfully ask that this matter 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 Specialist Sears Holdings Corporation [redacted]
November 11, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611
[redacted]Dear [redacted]We have completed
our investigation of [redacted] complaint regarding sooner service for
her refrigerator.When we contacted
[redacted]...
[redacted] to set her next day service she informed the service unit that
she was cancelling the service due to the cost. Since [redacted] has
decided not to pursue service with A&E 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]
April 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Auto Center. First, we would like to apologize to [redacted]...
[redacted] for failing his expectations when he recently attempted to exchange his battery charger. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted]. Upon receiving [redacted] complaint, we contacted District Manager [redacted] and Auto Center Manager [redacted], for assistance. Both agreed that [redacted] should be permitted to exchange his battery charger. Accordingly, [redacted] tried to reach [redacted] by telephone to invite him to return to the auto center to complete the exchange. Unfortunately, [redacted] was unable to reach [redacted] after several attempts. Therefore, we ask that [redacted] contact [redacted] at ([redacted] or via email at [redacted] to arrange a mutually convenient date and time to complete the exchange. In the interim, since [redacted] has been approved for an in-warranty exchange for his battery charger, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]the statements in this response from sears are misleading and false. no one has returned a phone call from the loss depart at sears. all of my food damaged and destroyed by sears giant lemon freezer. the claims department at sears has been siting on there hands as the freezer is still going nut runs wildly even as I type this response. there has been 3 freezers delivered to my home in the last 2 months that are junk lemons the one in my home now is such a lemon it should be painted yellow.now for terry he is in full knowledge of concerns problems with his worthless lemon freezer, he took the time to wright you hog wash but he never re turned any of the phone call that concerned problems with sears. when you do get to talk to him all he says sorry sorry sorry sorry sorry sorry .but sorry wont fix the issues with there lemon if he would do his job this problem would be solved over a month ago . but instead of addressing the issue he wrights hogwash. and I can prove he didn't re turn anycall my cellphone has full list of incoming and out going call there is a lot more out going with no response then income calls. now for contacting the store i have tried for a week trying to get a hold of the contact person when they answer the phone i get a run around or they don't know if she is there or when she will be there and terry in full knowledge of this situation also. I keep paying for there lemon freezer and keep getting abused and lied to and run around circles ." I WONT THE FREEZER REPLACED WITH A DIFFERENT MODEL ,AND I WONT MY FOOD CLAIMS RESOLVED"
April 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We would like to sincerely apologize to [redacted] for our error. We did verify that he has a [redacted] Bank Sears [redacted] after all. It seems that there may have been an issue with our transmitting system when [redacted] application was submitted electronically. We are currently examining the matter to see if we can prevent further occurrences. A credit for $115.00 has been issued to the account [redacted] used to make his purchase as a courtesy. This credit should reflect within 3-5 business days. Since [redacted] has been provided with the credit he was seeking, 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]
Complaint: 10886203
I am rejecting this response because: I told Sears that I was returning the oven when they offered me the 200 dollar refund. So I did not say I was exchanging it. Sears repeatedly has lied to me throughout this process.I paid cash for the installation and therefore have no receipt and Sears did not say I would need this receipt.the charge reflects two men having to remove my refrigerator door (which Sears refused to do) in order to move the oven into the kitchen and then removing the door again to remove the oven from my kitchen.again, I was forced to take 4 days off of work because Sears measures the oven wrong. The first day was to wait for delivery and installation by Sears (which they wouldn't do b/c of he refrigerator door issue. The second day was for the handymen to install the oven. The third day was to wait for pick up of the oven (Sears never came) and the fourth day was the second time Searswas scheduled to pick up the oven. They came an hour outside of the scheduled window.I have to say that the repeated lies by Sears is making me think of going to small claims court.
Sincerely,
Suzanne [redacted]
March 29, 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 dissatisfaction with his...
dishwasher repair. First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his dishwasher. 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. We do not take these matters lightly and we have forwarded [redacted] concerns to the District Service Manager for further review. While we understand that [redacted] is seeking an exchange, he purchased the dishwasher on December 26, 2015, which means he had until January 25, 2016, to return or exchange the unit. Now that the purchase is outside Sears’ 30-day Return Policy timeframe, [redacted] would need to allow us to try to repair the unit. On March 25, 2016, the technician returned to [redacted] home to install a new pump motor. Once the new part was installed, the dishwasher was tested and found to be operating properly. Again, we sincerely regret any inconvenience [redacted] may have experienced due to the delay in repairing his dishwasher. Member Advocate [redacted] attempted to follow-up with [redacted] on the repair; however, [redacted] was not home. If [redacted] has any remaining concerns with the dishwasher, he is welcome to call [redacted]. In the interim, since we have completed the repair to [redacted] dishwasher, 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. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears
Home Services and repairs to her garden tractor.[redacted] Sears Home...
Services from our local service unit provided the following response: Sears Home Services records indicate that a new deck housing was installed on the tractor on November 4, 2015. The unit was tested and was found to be operating as designed. When I spoke with [redacted] I informed her that Sears does take complaints very seriously and that we truly apologize for the inconvenience noted. We have extended the Repair Protection Agreement, which will not expire on July 14, 2017. I have provided [redacted] with a $50.00 Sears gift card as well as she now has my cell phone number and asked that she contact me directly if she finds herself in need of any additional assistance. That said, we respectfully request 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]
March 10, 2016 Revdex.com [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] Complaint ID: [redacted] Via: Revdex.com Website *
[redacted] Thank you for contacting Sears Home Improvement Product (SHIP) regarding your inquiry...
concerning the above-referenced file. This letter serves as a follow up to my attempts to reach [redacted] on 3/01/2016, 3/02/2016, 3/03/2016, and 3/08/2016. Per her request, SHIP has cancelled the contract. On behalf of SHIP please know that we do value her as a customer and apologize for any frustrations or inconveniences she may have experienced SHIP cannot refund the full amount of [redacted] initial payment. That decision is based on the following information. She missed the cancellation deadline. She had the opportunity to cancel the contract without any penalty or obligation within three business days of the signing date of 12/09/2015. The rescission notice states the customer has 3 days to cancel the order and 10 days to cancel for a full refund. She is well past that period. We regret that she has decided not to proceed with her home improvement project. The contract states the work will start approximately 3-4 weeks. This is not a guarantee of a beginning time. Sometimes we start that soon, sometimes we do not. Additionally, [redacted] decided to cancel the contract after SHIP had incurred the costs of the materials. Some of the materials cannot be returned. The total cost incurred before returns is $[redacted] We were able to get back $[redacted] from two (2) vendors. Subtracting the $[redacted] from the cost would bring the balance owed by the customer to $[redacted] which is a difference of $[redacted] from her deposit of $[redacted]. All we can refund her at this time is $[redacted] That would be done as a credit to the account used to finance the initial payment unless that has been paid in full. Enclosed is a copy of our cancellation and returns policy, as well as a copy of the letter explaining the reason we kept the amount for the costs. We appreciate the opportunity to address [redacted] concern. Thank you for your time, effort and patience, and effort during the investigation process. If you have any questions or concerns, please contact me at [redacted] extension [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
Complaint: [redacted]
I am rejecting this response because: THE SERVICE PERSON CAME ON 12/16/15 LATE IN THE AFTERNOON, EARLY MORINING 12/17/18, SEARS CALLED TO KNOW IF THE MACHINE IS WORKING PROPERLY. MY WIFE TOLD THEM THAT SHE WILL TRY THE MACHINE WHEN SHE HAVE A LOAD OF CLOTHES TO WASH, WHICH SHE DID LATER IN THE DAY AND THE MACHINE HAVE THE SAME PROBLEM, WHICH I AM GOING TO CALL [redacted] (SEARS) NOW AT [redacted] AND LET HER KNOW. PLEASE KEEP THIS CASE OPENTHANKS
Sincerely,
[redacted]
December 15, 2015[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611[redacted] [redacted]We have been unable to complete the investigation of [redacted] complaint regarding the delivery of her refrigerator.Upon receiving...
[redacted] complaint, we escalated her concerns to [redacted], Service Recovery Specialist. [redacted] attempted to reach [redacted] via telephone and left contact information on her voicemail; however, at this time she has not responded. We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her. She may contact [redacted] at [redacted] ext. [redacted] at her earliest convenience if she still requires assistance with her issue. In the interim, we will consider [redacted] matter closed, pending her response.We apologize to [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Laura [redacted] #11027511 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding damage to her home allegedly caused by her home air conditioning system. Ms. [redacted]...
is aware that Sears referred her damage claim to our third-party claims administrator Sedgwick for further review. Once Sedgwick opened the claim, [redacted], it was assigned to Claims Examiner Bryan [redacted] for handling. Mr. [redacted] can be reached at [redacted] during normal business hours or via email at [redacted]@sedgwickcms.com. For clarification, Sedgwick has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon Sedgwick’s actions. Their decision is immutable. Since we have provided Ms. [redacted] with the information needed to follow up on her claim, we respectfully request 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 800-762-3049 ext [redacted]
March 3, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding the charges she was assessed for service on...
her dishwasher. We would first like to clarify two things. [redacted] is correct that if our technician did not provide her with an estimate to repair her dishwasher, then she should only have owed her minimum fee of $79.00 since the instruction given is basically a diagnosis of the issue. However, the coupon [redacted] referenced would not have applied to $79.00 and would only have been applicable to labor or part charges. Since the technician charged her for a job code for instruction, the discount did apply and this is why he took it off his total. If at this point we had not serviced [redacted] dishwasher again, then we would agree that she should have been owed the difference between $79.00 and the $110.40 she paid, which would be $31.40. With that said, she did in fact call us again and we provided a second call under the repair guarantee that she had because she actually paid us for a repair instead of just her minimum fee. Since we had already assessed a labor charge previously, there were no additional charges for labor as this was covered under the guarantee. If [redacted] had only previously paid us $79.00, then our technician would have quoted her charges for labor with the $79.00 deducted. This would have ended up costing [redacted] more than she paid, since the labor charges for the final repair would have been much higher than the one the technician assessed on the first visit. Due to this we do not find that [redacted] is due the refund for $31.40 for labor. What we did find though was that she was entitled to receive her 20% discount previously presented off the cost of the parts used for the second service order. The total for that refund plus tax is $31.17. If [redacted] could call us to provide the first 12 digits of her 16 digit [redacted] account number ending in [redacted], we would be happy to credit $31.17 back to her account. We do not need the expiration date or the security code, just the remaining numbers are sufficient to process the credit as this information is no longer viewable in our system due to the length of time that has expired. She can contact me via email at [redacted] or via phone at [redacted] to provide this information. In the interim, since we have explained what refund [redacted] is entitled to receive and we are willing to provide this as soon as she provides the necessary information to process it, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
Complaint: 10974392
I am rejecting this response because: are purchase was through sears website therefore sears is responsible for their vendors, and yes we did receive another shipment and it was wrong as well. please have sears corporate contact me at [redacted] so we can get this resolved quickly
Sincerely,
Floyd [redacted]
April 4, 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 some...
tools he wished to have replaced under the [redacted] Warranty. Store Manager [redacted] provided the following response: We have spoken with [redacted] concerning this issue. She agreed to visit so that we could replace the screwdrivers that seemed to be the source of this complaint. Should [redacted] or [redacted] have any further concerns or questions, we would ask that she contact me [redacted] during normal business hours at [redacted] In light of the aforementioned information, we have closed our file. We apologize to [redacted] and [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]
April 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his request for a refund for a declined estimate. At the time [redacted]...
[redacted] called to schedule service through Sears Home Services, he was apprised that since his washer was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $89.00. Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair. If you choose not to have your <product> repaired, you will be charged a non-refundable fee of $89.00.” As illustrated above, the call taker explained that when the repair estimate is declined, the minimum diagnostic fee is due; however, there is no mention of the potential repair cost. The call taker is not empowered to quote a repair cost for several reasons. First, they do not have the technical expertise to diagnose a product, secondly, even if they were knowledgeable, they could not diagnose a product sight unseen over the phone and lastly, they do not have access to part and labor pricing. We apologize if [redacted] misunderstood what the trip charge entailed, but the verbiage is fairly straight forward. Therefore, since the technician completed the diagnosis, and provided [redacted] with a repair estimate that he subsequently declined, no refund is due. 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
March 9, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was...
assessed for a repair to his washer. We would first like to apologize that [redacted] somehow misinterpreted our pricing policies to mean that our minimum fee would be deducted from his repair cost. What we explain is that for a minimum fee of $79.00 we will travel to the home and provide an estimate of the prospective repairs needed. If the estimate is accepted then only that amount is due but if it is declined, then the minimum fee would be owed. We do not say it will be deducted from the estimate. In [redacted] case that means that the charges he was assessed for service were correct and he would not have been owed any refund. With that said, since the time that [redacted] filed, he had another service order under his 90-day repair guarantee. During that call it was determined that the washer needed a new electronic control board, and while he would not have had to pay any further labor costs, the cost of the new part would have been considered a new estimate. Since [redacted] declined to proceed with the further estimate for repairs, he would have been entitled at that point to receive a refund for everything except the $79.00 non-refundable minimum trip/diagnostic charge. At this point though, we are unsure as to whether [redacted] actually ever received this refund for $145.70. If he has not, we would ask him to contact us and provide the first 12 digits of his 16 digit [redacted] card ending in [redacted] we would then be able to research our systems to see if any credits were issued and if not, issue a refund totaling $145.70. He is welcome to email me at [redacted] or call me at [redacted] to provide that information. In the interim, since we have explained the further developments with [redacted] repair and the fact that we are willing to refund him for all charges above the non-refundable minimum fee of $79.00, we have closed our case pending his response. Again, we apologize to [redacted] appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
February 1, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Cynthia [redacted] - #11108637 Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding her...
dissatisfaction with Sears Home Services. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her range. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted]’ concerns to the District Service Manager for further review. On January 30, 2016, the technician returned to Ms. [redacted]’ home to install the parts that were previously ordered. Once the parts were installed, the range was tested and found to be operating properly. Again, we sincerely regret any inconvenience Ms. [redacted] may have experienced due to the delay in repairing her range. With that said, since we have completed the repair to Ms. [redacted]’ range, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
April 1, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding the repair of his tv.
We have reviewed [redacted]...
[redacted] service history and our records show that it was our technician’s determination that the damage done to screen was caused by the customer. Unfortunately, the manufacturer’s warranty does not cover any repairs due to negligence or accidental damage by the customer. Should [redacted] want to repair his tv it would be done at his expense. 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] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his garage door opener. [redacted] Sears Home Services, Support Specialist provided the following response: [redacted] notes in his rebuttal that a bracket was not replaced during last week’s service call. The technician was contacted and informed me that the bracket is actually part of the garage door, not the opener. Additionally, this part will need to be replaced by a Garage Door Service provider. If [redacted] has any other questions he can reach me at [redacted]. Since we have noted our response to [redacted] rebuttal and have referred him to a garage door company for resolution, 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 Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611
[redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears. We apologize that [redacted]...
refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. [redacted] did not purchase additional coverage, but he was provided with a complimentary one year Repair Protection Agreement (RPA) on February 23, 2015 which has now expired. As such, we feel it is unreasonable to expect Sears to bear the cost of repair and we are unable to grant his request. We sincerely apologize for any inconvenience [redacted] may have experienced and respectfully ask that this matter 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 Specialist Sears Holdings Corporation [redacted]
November 11, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611
[redacted]Dear [redacted]We have completed
our investigation of [redacted] complaint regarding sooner service for
her refrigerator.When we contacted
[redacted]...
[redacted] to set her next day service she informed the service unit that
she was cancelling the service due to the cost. Since [redacted] has
decided not to pursue service with A&E 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]
April 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Auto Center. First, we would like to apologize to [redacted]...
[redacted] for failing his expectations when he recently attempted to exchange his battery charger. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted]. Upon receiving [redacted] complaint, we contacted District Manager [redacted] and Auto Center Manager [redacted], for assistance. Both agreed that [redacted] should be permitted to exchange his battery charger. Accordingly, [redacted] tried to reach [redacted] by telephone to invite him to return to the auto center to complete the exchange. Unfortunately, [redacted] was unable to reach [redacted] after several attempts. Therefore, we ask that [redacted] contact [redacted] at ([redacted] or via email at [redacted] to arrange a mutually convenient date and time to complete the exchange. In the interim, since [redacted] has been approved for an in-warranty exchange for his battery charger, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]the statements in this response from sears are misleading and false. no one has returned a phone call from the loss depart at sears. all of my food damaged and destroyed by sears giant lemon freezer. the claims department at sears has been siting on there hands as the freezer is still going nut runs wildly even as I type this response. there has been 3 freezers delivered to my home in the last 2 months that are junk lemons the one in my home now is such a lemon it should be painted yellow.now for terry he is in full knowledge of concerns problems with his worthless lemon freezer, he took the time to wright you hog wash but he never re turned any of the phone call that concerned problems with sears. when you do get to talk to him all he says sorry sorry sorry sorry sorry sorry .but sorry wont fix the issues with there lemon if he would do his job this problem would be solved over a month ago . but instead of addressing the issue he wrights hogwash. and I can prove he didn't re turn anycall my cellphone has full list of incoming and out going call there is a lot more out going with no response then income calls. now for contacting the store i have tried for a week trying to get a hold of the contact person when they answer the phone i get a run around or they don't know if she is there or when she will be there and terry in full knowledge of this situation also. I keep paying for there lemon freezer and keep getting abused and lied to and run around circles ." I WONT THE FREEZER REPLACED WITH A DIFFERENT MODEL ,AND I WONT MY FOOD CLAIMS RESOLVED"
April 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We would like to sincerely apologize to [redacted] for our error. We did verify that he has a [redacted] Bank Sears [redacted] after all. It seems that there may have been an issue with our transmitting system when [redacted] application was submitted electronically. We are currently examining the matter to see if we can prevent further occurrences. A credit for $115.00 has been issued to the account [redacted] used to make his purchase as a courtesy. This credit should reflect within 3-5 business days. Since [redacted] has been provided with the credit he was seeking, 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]
Complaint: 10886203
I am rejecting this response because: I told Sears that I was returning the oven when they offered me the 200 dollar refund. So I did not say I was exchanging it. Sears repeatedly has lied to me throughout this process.I paid cash for the installation and therefore have no receipt and Sears did not say I would need this receipt.the charge reflects two men having to remove my refrigerator door (which Sears refused to do) in order to move the oven into the kitchen and then removing the door again to remove the oven from my kitchen.again, I was forced to take 4 days off of work because Sears measures the oven wrong. The first day was to wait for delivery and installation by Sears (which they wouldn't do b/c of he refrigerator door issue. The second day was for the handymen to install the oven. The third day was to wait for pick up of the oven (Sears never came) and the fourth day was the second time Searswas scheduled to pick up the oven. They came an hour outside of the scheduled window.I have to say that the repeated lies by Sears is making me think of going to small claims court.
Sincerely,
Suzanne [redacted]
March 29, 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 dissatisfaction with his...
dishwasher repair. First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his dishwasher. 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. We do not take these matters lightly and we have forwarded [redacted] concerns to the District Service Manager for further review. While we understand that [redacted] is seeking an exchange, he purchased the dishwasher on December 26, 2015, which means he had until January 25, 2016, to return or exchange the unit. Now that the purchase is outside Sears’ 30-day Return Policy timeframe, [redacted] would need to allow us to try to repair the unit. On March 25, 2016, the technician returned to [redacted] home to install a new pump motor. Once the new part was installed, the dishwasher was tested and found to be operating properly. Again, we sincerely regret any inconvenience [redacted] may have experienced due to the delay in repairing his dishwasher. Member Advocate [redacted] attempted to follow-up with [redacted] on the repair; however, [redacted] was not home. If [redacted] has any remaining concerns with the dishwasher, he is welcome to call [redacted]. In the interim, since we have completed the repair to [redacted] dishwasher, 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. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears
Home Services and repairs to her garden tractor.[redacted] Sears Home...
Services from our local service unit provided the following response: Sears Home Services records indicate that a new deck housing was installed on the tractor on November 4, 2015. The unit was tested and was found to be operating as designed. When I spoke with [redacted] I informed her that Sears does take complaints very seriously and that we truly apologize for the inconvenience noted. We have extended the Repair Protection Agreement, which will not expire on July 14, 2017. I have provided [redacted] with a $50.00 Sears gift card as well as she now has my cell phone number and asked that she contact me directly if she finds herself in need of any additional assistance. That said, we respectfully request 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]
March 10, 2016 Revdex.com [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] Complaint ID: [redacted] Via: Revdex.com Website *
[redacted] Thank you for contacting Sears Home Improvement Product (SHIP) regarding your inquiry...
concerning the above-referenced file. This letter serves as a follow up to my attempts to reach [redacted] on 3/01/2016, 3/02/2016, 3/03/2016, and 3/08/2016. Per her request, SHIP has cancelled the contract. On behalf of SHIP please know that we do value her as a customer and apologize for any frustrations or inconveniences she may have experienced SHIP cannot refund the full amount of [redacted] initial payment. That decision is based on the following information. She missed the cancellation deadline. She had the opportunity to cancel the contract without any penalty or obligation within three business days of the signing date of 12/09/2015. The rescission notice states the customer has 3 days to cancel the order and 10 days to cancel for a full refund. She is well past that period. We regret that she has decided not to proceed with her home improvement project. The contract states the work will start approximately 3-4 weeks. This is not a guarantee of a beginning time. Sometimes we start that soon, sometimes we do not. Additionally, [redacted] decided to cancel the contract after SHIP had incurred the costs of the materials. Some of the materials cannot be returned. The total cost incurred before returns is $[redacted] We were able to get back $[redacted] from two (2) vendors. Subtracting the $[redacted] from the cost would bring the balance owed by the customer to $[redacted] which is a difference of $[redacted] from her deposit of $[redacted]. All we can refund her at this time is $[redacted] That would be done as a credit to the account used to finance the initial payment unless that has been paid in full. Enclosed is a copy of our cancellation and returns policy, as well as a copy of the letter explaining the reason we kept the amount for the costs. We appreciate the opportunity to address [redacted] concern. Thank you for your time, effort and patience, and effort during the investigation process. If you have any questions or concerns, please contact me at [redacted] extension [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
Complaint: [redacted]
I am rejecting this response because: THE SERVICE PERSON CAME ON 12/16/15 LATE IN THE AFTERNOON, EARLY MORINING 12/17/18, SEARS CALLED TO KNOW IF THE MACHINE IS WORKING PROPERLY. MY WIFE TOLD THEM THAT SHE WILL TRY THE MACHINE WHEN SHE HAVE A LOAD OF CLOTHES TO WASH, WHICH SHE DID LATER IN THE DAY AND THE MACHINE HAVE THE SAME PROBLEM, WHICH I AM GOING TO CALL [redacted] (SEARS) NOW AT [redacted] AND LET HER KNOW. PLEASE KEEP THIS CASE OPENTHANKS
Sincerely,
[redacted]
December 15, 2015[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611[redacted] [redacted]We have been unable to complete the investigation of [redacted] complaint regarding the delivery of her refrigerator.Upon receiving...
[redacted] complaint, we escalated her concerns to [redacted], Service Recovery Specialist. [redacted] attempted to reach [redacted] via telephone and left contact information on her voicemail; however, at this time she has not responded. We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her. She may contact [redacted] at [redacted] ext. [redacted] at her earliest convenience if she still requires assistance with her issue. In the interim, we will consider [redacted] matter closed, pending her response.We apologize to [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Laura [redacted] #11027511 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding damage to her home allegedly caused by her home air conditioning system. Ms. [redacted]...
is aware that Sears referred her damage claim to our third-party claims administrator Sedgwick for further review. Once Sedgwick opened the claim, [redacted], it was assigned to Claims Examiner Bryan [redacted] for handling. Mr. [redacted] can be reached at [redacted] during normal business hours or via email at [redacted]@sedgwickcms.com. For clarification, Sedgwick has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon Sedgwick’s actions. Their decision is immutable. Since we have provided Ms. [redacted] with the information needed to follow up on her claim, we respectfully request 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 800-762-3049 ext [redacted]
March 3, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding the charges she was assessed for service on...
her dishwasher. We would first like to clarify two things. [redacted] is correct that if our technician did not provide her with an estimate to repair her dishwasher, then she should only have owed her minimum fee of $79.00 since the instruction given is basically a diagnosis of the issue. However, the coupon [redacted] referenced would not have applied to $79.00 and would only have been applicable to labor or part charges. Since the technician charged her for a job code for instruction, the discount did apply and this is why he took it off his total. If at this point we had not serviced [redacted] dishwasher again, then we would agree that she should have been owed the difference between $79.00 and the $110.40 she paid, which would be $31.40. With that said, she did in fact call us again and we provided a second call under the repair guarantee that she had because she actually paid us for a repair instead of just her minimum fee. Since we had already assessed a labor charge previously, there were no additional charges for labor as this was covered under the guarantee. If [redacted] had only previously paid us $79.00, then our technician would have quoted her charges for labor with the $79.00 deducted. This would have ended up costing [redacted] more than she paid, since the labor charges for the final repair would have been much higher than the one the technician assessed on the first visit. Due to this we do not find that [redacted] is due the refund for $31.40 for labor. What we did find though was that she was entitled to receive her 20% discount previously presented off the cost of the parts used for the second service order. The total for that refund plus tax is $31.17. If [redacted] could call us to provide the first 12 digits of her 16 digit [redacted] account number ending in [redacted], we would be happy to credit $31.17 back to her account. We do not need the expiration date or the security code, just the remaining numbers are sufficient to process the credit as this information is no longer viewable in our system due to the length of time that has expired. She can contact me via email at [redacted] or via phone at [redacted] to provide this information. In the interim, since we have explained what refund [redacted] is entitled to receive and we are willing to provide this as soon as she provides the necessary information to process it, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
Complaint: 10974392
I am rejecting this response because: are purchase was through sears website therefore sears is responsible for their vendors, and yes we did receive another shipment and it was wrong as well. please have sears corporate contact me at [redacted] so we can get this resolved quickly
Sincerely,
Floyd [redacted]