December 29, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order and his request...
for a full refund. It is unfortunate that we failed Mr. [redacted] expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in his order, we found that Sears Online advised that the item was no longer available. However the warehouse indicated that they would contact Mr. [redacted] to find out what parts were needed as they could simply ship the necessary parts at no cost to him. We apologize again for any inconvenience Mr. [redacted] experienced with his order and hope that he will allow us an opportunity to provide him with a more seamless example of the type of customer service that we have built our reputation upon. Since it is our understanding that Mr. [redacted] is in direct contact with the warehouse, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] rebuttal to the response we previously sent.
After reviewing Mr. [redacted] response, our records show that the exchange that was pending for 22 October 2015, we rescheduled by Mr. [redacted] to 31 October 2015. Once the delivery is completed, we will be contacting Mr. [redacted] to further discuss the concerns brought forth in his complaint. At this time, we have closed our files pending the delivery of Mr. [redacted] appliance.
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/SHC
Direct [redacted]
March 30, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her disappointment that the glass...
in her range’s oven door shattered and her request to receive a free repair even though she is outside any warranty coverage. We would first like to note that the glass used in oven doors is tempered but this does not imply that it is bulletproof or unbreakable. Tempered glass is designed to be able to withstand changes in temperature, but it is possible to break it. The other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small pieces. These pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get. The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damaged. When it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completely. In the case of an oven, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass. At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail. While all-over shattering happens infrequently, when it does it is dramatic enough that it can be disconcerting. This means that it is more apt to be talked about or even mentioned in online blogs and articles. Consumers also feel that there must be a defect as it seems to happen so spontaneously. However, as we explained, it is not a defect it is just that it can take a while between the initial damage to the point that the glass is stressed enough to shatter. Our records indicate that [redacted] purchased her range November 23, 1999. In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchase. So if [redacted] was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered. However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty period. In [redacted] case, the range in question is nearly 16 ½ years old; as such we feel it is clear that any breakage would have to be attributable to usage rather than a defect. If [redacted] would like to have this repaired, she is welcome to set up a service order by calling [redacted]. For a minimum fee, we would send a technician out to assess the range and to provide her with an estimate as to how much it would cost to repair it. If she accepts the estimate then that is the amount she would owe and if she declines the estimate, then she would owe the minimum trip/diagnostic fee (this appears to be $95.00 in [redacted] area). In the interim, since we have explained that the glass breakage in her range is not a defect, and any repair necessary would be at her expense, 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]
March 9, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the service she received on her dishwasher and...
her request for a refund. Our records indicate that on our first visit to [redacted] home, our technician felt the problem was related to the control board. This was ordered and $175.20 was collected in advance and the balance would have been owed when we completed the repair. On our second visit though, the technician found that the issue was not the board and was instead the water pump. While we could still have ordered this part, [redacted] declined the repair at that point. This meant that she should have received a refund for $175.20 minus her non-refundable trip fee of $59.00, and the technician did notate in the service order that she was due $116.20. To actually have the refund issued, the technician is then required to submit a form to our billing department. We are unsure as to whether this was submitted by the technician and somehow went astray or never submitted in the first place. [redacted] subsequently contacted our billing department and they had requested that she send them her copy of the form that the technician was supposed to have mailed in. She indicated that she did not have a fax machine and eventually someone processed her refund without the form. The refund was processed on February 26, 2016, as a credit in the amount of $116.20 to her [redacted] card ending in [redacted], and should have posted to her account by now. Since we have confirmed that [redacted] was refunded for all monies above the non-refundable minimum trip fee, 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]
February 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Aerin [redacted] - # 11123420 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her washer and her request...
for a replacement. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. After reviewing the notes in our service system, our office authorized a replacement under Ms. [redacted]’s Master Protection Agreement (MPA). Based upon the features of Ms. [redacted]’s current washer, it was determined that $899.99 would provide her with a comparable replacement under her MPA. An email was sent to Ms. [redacted] on February 8, 2016, explaining the replacement process. As stated in the email, Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, (808) 388-6883, to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty. With that said, since we are providing Ms. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
December 14, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10969211 – Jason [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint regarding the problems he encountered when he attempted to redeem his Shop Your...
Way Rewards (SYWR) points and our online customer service.Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced with our online customer service. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.According to our records, on November 30, 2015 Mr. [redacted] provided us with a copy of the email he received with our surprise point offer. We notified Mr. [redacted] that we were unable to determine why the surprise points did not work on his online order. However, we did inform him that a common possibility could be that surprise points cannot be combined with any other SYWR points offer, discounts or coupons. For customer satisfaction, on November 30, 2015 we applied 25,000 SYWR points to Mr. [redacted]’s account; which is equivalent to $25. With that being said, since we have addressed the issues brought forth in Mr. [redacted]’s complaint we have closed our file.Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com
May 4, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers.
Upon...
receiving [redacted] complaint, we escalated her concerns to [redacted], Auto Center Manager of store# [redacted] who states the following:
We replaced a starter for [redacted] vehicle on 07/07/15 (miles-[redacted]. The Starter Warranty is 2 years on the part and 6 months or 6000 miles on the labor, whichever occurs first. This warranty coverage is on [redacted] copy on the back of her workorder. We did replace the starter and fixed some wiring problem that occurred on 10/01/15 . The warranty does not start over again at the time the starter was replaced under warranty. The warranty continues from the first time of replacement which was 07/07/2015.
This was explained to [redacted] at the time the starter went bad on 03/31/2016. We also reimbursed [redacted] $202.89 for the cost of towing/rental car. Unfortunately the Warranty expired on the labor of the starter at the time the starter malfunction (03/31/2016). At this time no further adjustment will be granted due to the labor warranty has expired. 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]
December 7, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Charles [redacted] - # 12492618 Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’ complaint regarding his range repair. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to his range repair. After receiving Mr. [redacted]’ complaint, Executive Member Support advocate, Belen Jackson reached out to him to assist him with his concerns. While an exchange or a refund was not an option, Ms. Jackson offered to assist Mr. [redacted] with the repair of his range. Ms. Jackson monitored the part order and offered to check on sooner service. Mr. [redacted] opted to keep the November 29th appointment and Ms. Jackson confirmed with him on November 30, 2017, that the repair was completed and the range was working properly. With that said, since Mr. [redacted]’ repair has been completed to his satisfaction, albeit later than expected, we have closed our file. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
November 7, 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 her recent store
experience....
[redacted], District
Manager, provided the following response:After reviewing [redacted] complaint,
we would be willing to discuss the matter with her, but we have attempted to
contact her by telephone and there has been no response. We are unable to resolve [redacted] issue
until we have the opportunity to discuss the matter with her. At this time, we are uncertain as to whether [redacted] still requires assistance with her
issue, but if she does, she may contact me [redacted] during
normal business hours. In the interim, we will
consider [redacted] matter closed, pending her response.We apologize to [redacted]
and appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint SpecialistSears
Holdings Corporation
December 14, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10957677 – Scott [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s
complaint regarding his dissatisfaction with our customer service and our store’s
alleged...
failure to fulfill his online order.It is unfortunate that we failed Mr. [redacted]’s
expectations when he recently placed an order for pick up from his local Sears
Store. We value Mr. [redacted]’s patronage and can understand his frustration with
the events detailed in his complaint. We regret that this incident occurred, and
we can assure Mr. [redacted] that his concerns have been forwarded to management for
review so that future problems of this nature can be averted. As a result of this action, Carlos [redacted],
Manager for Sears Store number 1380, attempted to reach Mr. [redacted] by telephone
on December 9, 2015, and by email on December 10th to invite him to call
or return to the store to receive his refund.
Mr. [redacted] has not yet replied. Until
we have the opportunity to speak with Mr. [redacted], we can only reiterate that we
truly regret any inconvenience he may have experienced. If Mr. [redacted] still needs assistance we ask
that he reply to Mr. [redacted] at [redacted] or by email within fifteen business
days from the date of this letter. We
respectfully ask to have this matter closed pending Mr. [redacted]’s response, since
we have noted his comments and notified the appropriate parties. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist[redacted]1-800-762-3049 Ext. 87741
January 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding...
his recent purchase. Store Manager [redacted] has spoken with Mr. [redacted] regarding this issue. It seems Mr. [redacted] has obtained a different bedding set and he is satisfied with it. As a courtesy, we offered to send him a $20.00 gift card and he accepted. Since Mr. [redacted] indicated that this met with his approval, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
November
12, 2015RevDex.comAttn:
[redacted]330
North Wabash Ave., Ste 2006Chicago,
IL 60611Our
File No: [redacted]Revdex.com
Case #: [redacted]Via:
Revdex.com WebsiteDear [redacted]Thank
you for contacting Sears Home Improvement Products, Inc. (SHIP) regarding your
inquiry concerning...
the above-referenced file. In our review of the complaint
and after speaking to the customer, we have confirmed that the siding was
neither installed nor serviced by SHIP. The customer’s complaint should be filed
against the handyman service he has mentioned in his complaint. At
this time, we respectfully request that you close your file. On behalf of SHIP
please know that we value [redacted] as a future customer and would be happy
to assist him in the future if he chooses to have new siding installed on his
home. If you have any questions or
concerns, please contact me at [redacted], or via email at [redacted]Sincerely,[redacted]SHIP/HI
Regulatory Complaint Specialist cc:
[redacted]
December 28, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Alicja [redacted] - # 10997482 Dear Ms. [redacted]: We have been unable to complete the investigation of Ms. [redacted]’s complaint regarding Sears Home Services....
First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her refrigerator. Since receiving Ms. [redacted]’s complaint on December 17, 2015, several attempts have been made to contact her to discuss her concerns. Barbara [redacted] with unit 7983 has left several messages asking for a call back, but has not received a response to date. We value Ms. [redacted]’s patronage and are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call Ms. [redacted] at [redacted] at her convenience if she requires further assistance. Additionally, if Ms. [redacted] wishes to proceed with the cancellation of her service contract, she can reach our Protection Agreement department at [redacted]. The refund will be pro-rated, based upon the number of months of coverage remaining and issued in the original form of payment. In the interim, 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
December 29, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order and her...
request for a full refund. After researching the notes outlined in her online order, we found that Sears Online had assisted in issuing a lost tracer for the order that was not received. [redacted] investigated and confirmed that they delivered the packages to Ms. [redacted] front porch. According to Ms. [redacted] stated that she was not home when [redacted] completed delivery and that the items were taken from her front porch. Sears Online explained that since our records show the order was delivered accordingly, we are unable to issue a refund. At this point, Ms. [redacted] will need to dispute any charges with her credit card company. We apologize for any inconvenience Ms. [redacted] may have experienced. In the interim, since Ms. [redacted] will need to contact her financial institution regarding this matter, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed our investigation of Mrs. [redacted] complaint regarding her refrigerator. Upon receipt of...
Mrs. [redacted] complaint, we found that although she did not qualify for a replacement our Customer Solution department did process an exchange for her. At this time we show that delivery was set for January 13, 2016. It is important to note that although Mrs. [redacted] implies that she was not compensated and/or did not receive any assistance for the refrigerator that was purchased in 2014 and received damaged, our records do not support this contention. When we researched, we found that Mr. and Mrs. [redacted] had purchased a 21 foot cubic refrigerator item # [redacted] in September of 2014; the first refrigerator was damaged and the store manager [redacted] had a second refrigerator with the same item number delivered. Mr. [redacted] then insisted he could not get all his items he had in his older refrigerator into the new one and insisted that he was given a smaller refrigerator even though our records show the same item number for each transaction. Ms. [redacted] offered Mr. [redacted] a full refund of the purchase of the refrigerator and that he could keep the refrigerator, meaning Mr. [redacted] received a brand new 21 cubic foot refrigerator at no cost to him. This was a refund of $635.99. Meanwhile unbeknownst to the store manager, Mr. [redacted] contacted our Blue Ribbon escalation department and stated he had gotten the wrong refrigerator. At that time the agent had no knowledge of the accommodation already provided and so offered Mr. [redacted] a 2 year Master Protection agreement (a value of approx. $300.00) to keep the refrigerator and this he accepted. It was not discovered that he received double compensation until after the concessions had already been provided, so we allowed these to stand. Now, on top of the previously given free refrigerator and free MPA, the [redacted]s were offered a replacement refrigerator valued at $1349.99 even though they did not meet the criteria under the contract to receive this. However, since it was offered we honored the commitment and the refrigerator was replaced. We would note though that no further courtesy accommodations will be made to our policies for Mr. and Mrs. [redacted] since we feel we have made substantial and excessive conciliatory gestures to date strictly for customer satisfaction. As this decision is commensurate to the circumstances and the complaint was resolved by providing the above-mentioned replacement, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the delivery of...
the cooktop he ordered and the store customer service. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] expectations. We want to assure [redacted] that his feedback is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further. We would like to clarify that we receive our availability and delivery information direct from the manufacturer. Because of the large selection of the merchandise we sell, we don’t stock appliances in our warehouses. The product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customer. Unfortunately, sometimes we may not be notified by the manufacture of a delay until the day before or the day of the delivery. Regrettably, the manufacture rescheduled [redacted] cooktop order multiple times, which subsequently led to [redacted] cancelling his order. When [redacted] cancelled his order, the store manager informed him that the credit would be processed to the original form of payment. This is standard procedure in order to comply with the agreement we have with our credit card merchants. In [redacted] case, he paid with a credit card and was requesting that the store issue his $[redacted] refund in the form of cash. In order to appease [redacted], the credit was issued in the form of a bank check on April 5, 2016 and will be mailed to the address listed on [redacted] complaint. [redacted] should receive the check within 10 – 14 business days. 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]
...⇄ [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the VIP reward items she was supposed to receive. We first want to thank Ms. [redacted] for her patronage. That said, tracking records reflect that the package in question as was delivered via [redacted] on December 22, 2015 and left on her front door at 6:10PM. If there is an issue with this tracking, Ms. [redacted] may contact me during normal business hours at [redacted] during normal business hours. We will open a claim with [redacted] and resolve the issue. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding repairs to his refrigerator. It is important to note that the refrigerator and freezer continue to function as designed, this is an ice make issue. Additionally, the manufacturer’s warranty, which expired on December 4, 2015, calls for repair, not replacement. That said, we reiterate that we have placed a one year Repair Protection Agreement (RPA) on the refrigerator which will expire on January 4, 2017. We have asked Mr. [redacted] to schedule and have another service call on the refrigerator and if after service the unit fails and I can have a technician verify the failure, I will replace the unit. Since we have provided Mr. [redacted] with a one year RPA to cover his refrigerator and have noted our additional request for service, we ask that this complaint remain closed pending future contact. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Judi [redacted] #11000914 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her washer. Chris...
[redacted], Sears Home Services, Technical Manager provided the following response: The washer noted in Ms. [redacted]’s complaint was purchased from Sears on December 31, 2013 and is no longer covered by the one year parts and labor warranty. That said, our technicians have been unable to identify a wiring issue somewhere within the wiring harness. After the sixth attempt failed to repair the washer, we have determined that we cannot repair the washer. I contacted Ms. [redacted] and informed her that Sears Home Services will be reimbursing her the monies paid to Sears which total $270.59. The refund will be processed to the MasterCard ending in 6392. Typically a credit to a credit card will post to the account in 5 to 7 business days. During my conversation with Ms. [redacted], she informed me that she wants a replacement washer to be provided to her at no charge or she was going to contact an Attorney. Since the washer is no longer covered by the manufacturer’s warranty nor a Sears protection agreement, we will not be replacing the washer as requested. If Ms. [redacted] decides to proceed with an Attorney, this is her prerogative. We expect the funds to post to Ms. [redacted]’s credit card in the aforementioned time frame. Since we have noted our response to Ms. [redacted]’s 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: first of all my contacting [redacted] was to address her about how inappropriate [redacted] was on the phone with me. She wanted to argue with me instead of listening to my complaint.... She was belligerent and unprofessional. As far as the trim piece for the wall oven that was not bent when the item came from the store, it was bent on installation and should be replaced.
Sincerely,
[redacted]
December 29, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order and his request...
for a full refund. It is unfortunate that we failed Mr. [redacted] expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in his order, we found that Sears Online advised that the item was no longer available. However the warehouse indicated that they would contact Mr. [redacted] to find out what parts were needed as they could simply ship the necessary parts at no cost to him. We apologize again for any inconvenience Mr. [redacted] experienced with his order and hope that he will allow us an opportunity to provide him with a more seamless example of the type of customer service that we have built our reputation upon. Since it is our understanding that Mr. [redacted] is in direct contact with the warehouse, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 29, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] rebuttal to the response we previously sent.
After reviewing Mr. [redacted] response, our records show that the exchange that was pending for 22 October 2015, we rescheduled by Mr. [redacted] to 31 October 2015. Once the delivery is completed, we will be contacting Mr. [redacted] to further discuss the concerns brought forth in his complaint. At this time, we have closed our files pending the delivery of Mr. [redacted] appliance.
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/SHC
Direct [redacted]
March 30, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her disappointment that the glass...
in her range’s oven door shattered and her request to receive a free repair even though she is outside any warranty coverage. We would first like to note that the glass used in oven doors is tempered but this does not imply that it is bulletproof or unbreakable. Tempered glass is designed to be able to withstand changes in temperature, but it is possible to break it. The other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small pieces. These pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get. The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damaged. When it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completely. In the case of an oven, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass. At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail. While all-over shattering happens infrequently, when it does it is dramatic enough that it can be disconcerting. This means that it is more apt to be talked about or even mentioned in online blogs and articles. Consumers also feel that there must be a defect as it seems to happen so spontaneously. However, as we explained, it is not a defect it is just that it can take a while between the initial damage to the point that the glass is stressed enough to shatter. Our records indicate that [redacted] purchased her range November 23, 1999. In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchase. So if [redacted] was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered. However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty period. In [redacted] case, the range in question is nearly 16 ½ years old; as such we feel it is clear that any breakage would have to be attributable to usage rather than a defect. If [redacted] would like to have this repaired, she is welcome to set up a service order by calling [redacted]. For a minimum fee, we would send a technician out to assess the range and to provide her with an estimate as to how much it would cost to repair it. If she accepts the estimate then that is the amount she would owe and if she declines the estimate, then she would owe the minimum trip/diagnostic fee (this appears to be $95.00 in [redacted] area). In the interim, since we have explained that the glass breakage in her range is not a defect, and any repair necessary would be at her expense, 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]
March 9, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the service she received on her dishwasher and...
her request for a refund. Our records indicate that on our first visit to [redacted] home, our technician felt the problem was related to the control board. This was ordered and $175.20 was collected in advance and the balance would have been owed when we completed the repair. On our second visit though, the technician found that the issue was not the board and was instead the water pump. While we could still have ordered this part, [redacted] declined the repair at that point. This meant that she should have received a refund for $175.20 minus her non-refundable trip fee of $59.00, and the technician did notate in the service order that she was due $116.20. To actually have the refund issued, the technician is then required to submit a form to our billing department. We are unsure as to whether this was submitted by the technician and somehow went astray or never submitted in the first place. [redacted] subsequently contacted our billing department and they had requested that she send them her copy of the form that the technician was supposed to have mailed in. She indicated that she did not have a fax machine and eventually someone processed her refund without the form. The refund was processed on February 26, 2016, as a credit in the amount of $116.20 to her [redacted] card ending in [redacted], and should have posted to her account by now. Since we have confirmed that [redacted] was refunded for all monies above the non-refundable minimum trip fee, 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]
February 8, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Aerin [redacted] - # 11123420 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her washer and her request...
for a replacement. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. After reviewing the notes in our service system, our office authorized a replacement under Ms. [redacted]’s Master Protection Agreement (MPA). Based upon the features of Ms. [redacted]’s current washer, it was determined that $899.99 would provide her with a comparable replacement under her MPA. An email was sent to Ms. [redacted] on February 8, 2016, explaining the replacement process. As stated in the email, Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, (808) 388-6883, to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty. With that said, since we are providing Ms. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
December 14, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10969211 – Jason [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint regarding the problems he encountered when he attempted to redeem his Shop Your...
Way Rewards (SYWR) points and our online customer service.Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced with our online customer service. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.According to our records, on November 30, 2015 Mr. [redacted] provided us with a copy of the email he received with our surprise point offer. We notified Mr. [redacted] that we were unable to determine why the surprise points did not work on his online order. However, we did inform him that a common possibility could be that surprise points cannot be combined with any other SYWR points offer, discounts or coupons. For customer satisfaction, on November 30, 2015 we applied 25,000 SYWR points to Mr. [redacted]’s account; which is equivalent to $25. With that being said, since we have addressed the issues brought forth in Mr. [redacted]’s complaint we have closed our file.Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com
May 4, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers.
Upon...
receiving [redacted] complaint, we escalated her concerns to [redacted], Auto Center Manager of store# [redacted] who states the following:
We replaced a starter for [redacted] vehicle on 07/07/15 (miles-[redacted]. The Starter Warranty is 2 years on the part and 6 months or 6000 miles on the labor, whichever occurs first. This warranty coverage is on [redacted] copy on the back of her workorder. We did replace the starter and fixed some wiring problem that occurred on 10/01/15 . The warranty does not start over again at the time the starter was replaced under warranty. The warranty continues from the first time of replacement which was 07/07/2015.
This was explained to [redacted] at the time the starter went bad on 03/31/2016. We also reimbursed [redacted] $202.89 for the cost of towing/rental car. Unfortunately the Warranty expired on the labor of the starter at the time the starter malfunction (03/31/2016). At this time no further adjustment will be granted due to the labor warranty has expired. 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]
December 7, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Charles [redacted] - # 12492618 Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’ complaint regarding his range repair. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to his range repair. After receiving Mr. [redacted]’ complaint, Executive Member Support advocate, Belen Jackson reached out to him to assist him with his concerns. While an exchange or a refund was not an option, Ms. Jackson offered to assist Mr. [redacted] with the repair of his range. Ms. Jackson monitored the part order and offered to check on sooner service. Mr. [redacted] opted to keep the November 29th appointment and Ms. Jackson confirmed with him on November 30, 2017, that the repair was completed and the range was working properly. With that said, since Mr. [redacted]’ repair has been completed to his satisfaction, albeit later than expected, we have closed our file. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
November 7, 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 her recent store
experience....
[redacted], District
Manager, provided the following response:After reviewing [redacted] complaint,
we would be willing to discuss the matter with her, but we have attempted to
contact her by telephone and there has been no response. We are unable to resolve [redacted] issue
until we have the opportunity to discuss the matter with her. At this time, we are uncertain as to whether [redacted] still requires assistance with her
issue, but if she does, she may contact me [redacted] during
normal business hours. In the interim, we will
consider [redacted] matter closed, pending her response.We apologize to [redacted]
and appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint SpecialistSears
Holdings Corporation
December 14, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10957677 – Scott [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s
complaint regarding his dissatisfaction with our customer service and our store’s
alleged...
failure to fulfill his online order.It is unfortunate that we failed Mr. [redacted]’s
expectations when he recently placed an order for pick up from his local Sears
Store. We value Mr. [redacted]’s patronage and can understand his frustration with
the events detailed in his complaint. We regret that this incident occurred, and
we can assure Mr. [redacted] that his concerns have been forwarded to management for
review so that future problems of this nature can be averted. As a result of this action, Carlos [redacted],
Manager for Sears Store number 1380, attempted to reach Mr. [redacted] by telephone
on December 9, 2015, and by email on December 10th to invite him to call
or return to the store to receive his refund.
Mr. [redacted] has not yet replied. Until
we have the opportunity to speak with Mr. [redacted], we can only reiterate that we
truly regret any inconvenience he may have experienced. If Mr. [redacted] still needs assistance we ask
that he reply to Mr. [redacted] at [redacted] or by email within fifteen business
days from the date of this letter. We
respectfully ask to have this matter closed pending Mr. [redacted]’s response, since
we have noted his comments and notified the appropriate parties. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist[redacted]1-800-762-3049 Ext. 87741
January 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding...
his recent purchase. Store Manager [redacted] has spoken with Mr. [redacted] regarding this issue. It seems Mr. [redacted] has obtained a different bedding set and he is satisfied with it. As a courtesy, we offered to send him a $20.00 gift card and he accepted. Since Mr. [redacted] indicated that this met with his approval, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
November
12, 2015RevDex.comAttn:
[redacted]330
North Wabash Ave., Ste 2006Chicago,
IL 60611Our
File No: [redacted]Revdex.com
Case #: [redacted]Via:
Revdex.com WebsiteDear [redacted]Thank
you for contacting Sears Home Improvement Products, Inc. (SHIP) regarding your
inquiry concerning...
the above-referenced file. In our review of the complaint
and after speaking to the customer, we have confirmed that the siding was
neither installed nor serviced by SHIP. The customer’s complaint should be filed
against the handyman service he has mentioned in his complaint. At
this time, we respectfully request that you close your file. On behalf of SHIP
please know that we value [redacted] as a future customer and would be happy
to assist him in the future if he chooses to have new siding installed on his
home. If you have any questions or
concerns, please contact me at [redacted], or via email at [redacted]Sincerely,[redacted]SHIP/HI
Regulatory Complaint Specialist cc:
[redacted]
December 28, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Alicja [redacted] - # 10997482 Dear Ms. [redacted]: We have been unable to complete the investigation of Ms. [redacted]’s complaint regarding Sears Home Services....
First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her refrigerator. Since receiving Ms. [redacted]’s complaint on December 17, 2015, several attempts have been made to contact her to discuss her concerns. Barbara [redacted] with unit 7983 has left several messages asking for a call back, but has not received a response to date. We value Ms. [redacted]’s patronage and are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call Ms. [redacted] at [redacted] at her convenience if she requires further assistance. Additionally, if Ms. [redacted] wishes to proceed with the cancellation of her service contract, she can reach our Protection Agreement department at [redacted]. The refund will be pro-rated, based upon the number of months of coverage remaining and issued in the original form of payment. In the interim, 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
December 29, 2015 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order and her...
request for a full refund. After researching the notes outlined in her online order, we found that Sears Online had assisted in issuing a lost tracer for the order that was not received. [redacted] investigated and confirmed that they delivered the packages to Ms. [redacted] front porch. According to Ms. [redacted] stated that she was not home when [redacted] completed delivery and that the items were taken from her front porch. Sears Online explained that since our records show the order was delivered accordingly, we are unable to issue a refund. At this point, Ms. [redacted] will need to dispute any charges with her credit card company. We apologize for any inconvenience Ms. [redacted] may have experienced. In the interim, since Ms. [redacted] will need to contact her financial institution regarding this matter, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed our investigation of Mrs. [redacted] complaint regarding her refrigerator. Upon receipt of...
Mrs. [redacted] complaint, we found that although she did not qualify for a replacement our Customer Solution department did process an exchange for her. At this time we show that delivery was set for January 13, 2016. It is important to note that although Mrs. [redacted] implies that she was not compensated and/or did not receive any assistance for the refrigerator that was purchased in 2014 and received damaged, our records do not support this contention. When we researched, we found that Mr. and Mrs. [redacted] had purchased a 21 foot cubic refrigerator item # [redacted] in September of 2014; the first refrigerator was damaged and the store manager [redacted] had a second refrigerator with the same item number delivered. Mr. [redacted] then insisted he could not get all his items he had in his older refrigerator into the new one and insisted that he was given a smaller refrigerator even though our records show the same item number for each transaction. Ms. [redacted] offered Mr. [redacted] a full refund of the purchase of the refrigerator and that he could keep the refrigerator, meaning Mr. [redacted] received a brand new 21 cubic foot refrigerator at no cost to him. This was a refund of $635.99. Meanwhile unbeknownst to the store manager, Mr. [redacted] contacted our Blue Ribbon escalation department and stated he had gotten the wrong refrigerator. At that time the agent had no knowledge of the accommodation already provided and so offered Mr. [redacted] a 2 year Master Protection agreement (a value of approx. $300.00) to keep the refrigerator and this he accepted. It was not discovered that he received double compensation until after the concessions had already been provided, so we allowed these to stand. Now, on top of the previously given free refrigerator and free MPA, the [redacted]s were offered a replacement refrigerator valued at $1349.99 even though they did not meet the criteria under the contract to receive this. However, since it was offered we honored the commitment and the refrigerator was replaced. We would note though that no further courtesy accommodations will be made to our policies for Mr. and Mrs. [redacted] since we feel we have made substantial and excessive conciliatory gestures to date strictly for customer satisfaction. As this decision is commensurate to the circumstances and the complaint was resolved by providing the above-mentioned replacement, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
April 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the delivery of...
the cooktop he ordered and the store customer service. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] expectations. We want to assure [redacted] that his feedback is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further. We would like to clarify that we receive our availability and delivery information direct from the manufacturer. Because of the large selection of the merchandise we sell, we don’t stock appliances in our warehouses. The product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customer. Unfortunately, sometimes we may not be notified by the manufacture of a delay until the day before or the day of the delivery. Regrettably, the manufacture rescheduled [redacted] cooktop order multiple times, which subsequently led to [redacted] cancelling his order. When [redacted] cancelled his order, the store manager informed him that the credit would be processed to the original form of payment. This is standard procedure in order to comply with the agreement we have with our credit card merchants. In [redacted] case, he paid with a credit card and was requesting that the store issue his $[redacted] refund in the form of cash. In order to appease [redacted], the credit was issued in the form of a bank check on April 5, 2016 and will be mailed to the address listed on [redacted] complaint. [redacted] should receive the check within 10 – 14 business days. 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]
January 12, 2016...
...⇄ [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the VIP reward items she was supposed to receive. We first want to thank Ms. [redacted] for her patronage. That said, tracking records reflect that the package in question as was delivered via [redacted] on December 22, 2015 and left on her front door at 6:10PM. If there is an issue with this tracking, Ms. [redacted] may contact me during normal business hours at [redacted] during normal business hours. We will open a claim with [redacted] and resolve the issue. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding repairs to his refrigerator. It is important to note that the refrigerator and freezer continue to function as designed, this is an ice make issue. Additionally, the manufacturer’s warranty, which expired on December 4, 2015, calls for repair, not replacement. That said, we reiterate that we have placed a one year Repair Protection Agreement (RPA) on the refrigerator which will expire on January 4, 2017. We have asked Mr. [redacted] to schedule and have another service call on the refrigerator and if after service the unit fails and I can have a technician verify the failure, I will replace the unit. Since we have provided Mr. [redacted] with a one year RPA to cover his refrigerator and have noted our additional request for service, we ask that this complaint remain closed pending future contact. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Judi [redacted] #11000914 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her washer. Chris...
[redacted], Sears Home Services, Technical Manager provided the following response: The washer noted in Ms. [redacted]’s complaint was purchased from Sears on December 31, 2013 and is no longer covered by the one year parts and labor warranty. That said, our technicians have been unable to identify a wiring issue somewhere within the wiring harness. After the sixth attempt failed to repair the washer, we have determined that we cannot repair the washer. I contacted Ms. [redacted] and informed her that Sears Home Services will be reimbursing her the monies paid to Sears which total $270.59. The refund will be processed to the MasterCard ending in 6392. Typically a credit to a credit card will post to the account in 5 to 7 business days. During my conversation with Ms. [redacted], she informed me that she wants a replacement washer to be provided to her at no charge or she was going to contact an Attorney. Since the washer is no longer covered by the manufacturer’s warranty nor a Sears protection agreement, we will not be replacing the washer as requested. If Ms. [redacted] decides to proceed with an Attorney, this is her prerogative. We expect the funds to post to Ms. [redacted]’s credit card in the aforementioned time frame. Since we have noted our response to Ms. [redacted]’s 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because: first of all my contacting [redacted] was to address her about how inappropriate [redacted] was on the phone with me. She wanted to argue with me instead of listening to my complaint.... She was belligerent and unprofessional. As far as the trim piece for the wall oven that was not bent when the item came from the store, it was bent on installation and should be replaced.
Sincerely,
[redacted]