December 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted] Dear Ms. [redacted]We have completed the investigation of Mr[redacted]
complaint regarding his part for a garage door opener and his inability to have
that part...
replaced at no charge under his manufacturer’s warranty.As clarification, there are some parts in Mr. [redacted] garage
door opener that due to the cost of the part, the manufacturer specifies that a
technician has to determine that the parts are defective and need to be
replaced. It does state in Mr. [redacted] warranty
that parts are no charge within the first three years but it also says “you pay
for labor.” The confusion here seems to stem from Mr. [redacted] interpretation
that the labor is an optional request on his part. We understand why this would frustrate Mr[redacted]hough and we have offered to send him a replacement battery free of charge as
a gesture of our appreciation for his patronage. Once we have a copy of the
purchase receipt as proof of his warranty status that Mr. [redacted] has agreed to
send, we will send the aforementioned part. In
light of the aforementioned information, 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]
January 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order...
experience. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this order. After reviewing the notes from Sears Online Solutions we found they offered to place a new order with $15.00 off in addition to discounted shipping. The new order was placed on December 4, 2015, with a discount of $15.00 and a credit of $6.86 back to her [redacted] account. For Ms. [redacted] records the refund receipt number is [redacted]. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service. In the interim, we have noted Ms. [redacted] concerns and 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
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
*
Dear [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her recent visit to one of our...
auto centers.
Upon receiving Ms. [redacted] complaint, we have researched her complaint. We would like to note that prior to contacting the Revdex.com, Ms. [redacted] spoke with our Customer Services department where she agreed to a full refund of $85.00 for the coolant exchange. Ms. [redacted] came in on Saturday, February 27, 2016 and received her refund. That being said, because we have addressed Ms. [redacted] concerns and she has agreed upon a resolution, we respectfully request 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.
Complaint: [redacted]
I am rejecting this response because:The information isn't accurate. I do appreciate the dates- it saves me looking through phone records, but also is evidence of even a longer denial of service for my fully paid maintenance agreement. The reason parts were not ordered when the technician came in Jan 2016 was he had them on hand and didn't need them ordered. The reason for the call on the Feb date provided wasn't to report or request services for the washer, but to determine WHY the service identified and needed --sorry the tech did determine the washer needed a pump and a seal in Jan; how else would I have known??? I am not mechanically inclined. Every call we made to Sears to request completion of service included the technician identified need for repairs to the washer. Why else would we have called if the repairs were complete. Sears in not being truthful. Upon those calls in Feb,I was told to contact the technician myself to see about when the repairs would be made. My husband did this and that is when we learned he no longer provided service to this area. So we called Sears yet again, and again. Until March 2nd when we were told to start the whole process over. So a month later I filed this complaint due to the FACT we still had no service per our contract - paid in full. I demanded replacement washer/dryer if Sears couldn't/wouldn't fix the problem. This got action. got 2 ph calls: 1 from sears with an appointment time for Monday the 11th, the other from the service man with an appointment for this morning. He stated on the ph he didn't have all the parts. Really? send a technician without all the parts. Another lie is that the service is complete - it is not. We still need the seal replaced. I am still demanding replacements. I am fed up!. Oh the service tech, showed my husband his phone record to prove he had NEVER been contacted to provide service to us. My husband had called him twice as Hays store gave him the number to call (what? the guy hadn't even gotten the repair order from the company!) Needless to say, he never called back as he knew nothing. I am sick of the lies. We are still waiting on the seal. We have been told it will be here next week. We have heard that before and it isn't working any longer. Sears is lying. I have been a consumer of sears appliances and maintenance agreements for over 35 years. Never before have I had this experience and hope never to again. I will not be placated, I will not shut up and let it go. I demand what I have paid for. At this time, I declare Sears to be a great fault and faulty. I demand replacement as it is evident the WILL not provide service as purchased. Dec 29 2015 to April 6, 2016 is too long to wait for incomplete service. Oh the technician was nice. and honest!
Sincerely,
[redacted]
November 20, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of M[redacted] complaint
regarding the delay she has experienced in receiving a refund...
for a canceled
sale. As clarification, whenever most retail stores ring up a
purchase and charge a customer’s credit card, the purchase is immediately
applied because the credit card company issues an approval and electronically
debits the account. If the merchandise
is subsequently returned, the credit card company does not electronically
credit the account. Instead, they
research to ensure it is a valid refund, and then once confirmed, they post a
credit to the cardholder’s account. This
process can take days or weeks and is entirely dependent on the financial
institution’s policies. We do try to
expedite this process as much as possible, but it can sometimes take a few
days. Unfortunately, in M[redacted] case,
it seems there was an issue and the item was not canceled initially due to an
error. We apologize for any inconvenience Ms. [redacted] may have experienced as a
result of this issue. With that said, our records indicate that the remainder
of M[redacted] refund for $443.76 was issued on November 16, 2015. Our
records reflect that Ms. [redacted] did purchase another dryer from her local
store in Logan on November 7, 2015. We appreciate M[redacted] continued patronage
and it is our hope that the new dryer has met with her satisfaction. That said,
since we have issued the credits due to [redacted] we respectfully ask that this
matter remain closed. Again, we apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2014/11/10) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
November 10, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction that her washer failed sooner than she expected.
We apologize that [redacted] washer began to leak after being used initially. After researching her saleschecks, we found that she initially paid $649.99 for item# [redacted] for her washer under salescheck# [redacted] and $649 for her dryer, item# [redacted] under salescheck# [redacted]. It should be further noted that [redacted] has been in contact with our Blue Ribbon escalation team where she was offered an exchange. [redacted] requested item# [redacted] for her washer which is $899.10 and item# [redacted] for her dryer which is $899.10. The price difference for the washer and dryer is $531.23 over what she originally paid and our Blue Ribbon team offered to pay $250.00 towards the upgrade cost with [redacted] paying the additional $281.23 to which she disagreed. While we understand that she was dissatisfied with the washer she received, we are unable to grant her request for an exchange and upgrade of $531.23. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. The fact remains that also [redacted] washer was not functioning as designed, we feel that exchanging her washer and dryer and waiving $250.00 off the cost of the upgrade is relative to the circumstances and no further compensation will be offered. Should [redacted] decide to accept the exchange of the washer and dryer with the $250.00 upgrade, she can contact [redacted] and I will ring the exchange. That being said, because we are willing to exchange the washer and dryer and waive $250.00, we respectfully request this complaint be closed.
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]
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not think it is unreasonable to request a replacement product of the same quality of the one I purchased. Regardless of whatever sale I was able to take advantage of I shouldn't have to compromise aesthetics, function and quality based on a manufacturer default - twice!
It is unreasonable to consider it an "upgrade" to get a washer of similar quality to the model I have. The current Kenmore that has defaulted within 3 days (BOTH machines) is a $949 machine. I considered it VERY reasonable that I selected a comparable model but different brand at 899. The units were on sale to $699, tax free, and I have a $50 coupon off each one resulting in an out of pocket price of $649. So for being a savvy shopper (waiting for sales, utilizing coupons, etc.) I am now being penalized and basically forced to DOWNGRADE my current washer and dryer because of NO FAULT of my own.
I find this is very poor customer service and unacceptable to expect a customer to compromise size, aesthetic, quality, features, etc. due to manufacturer default - twice. I paid $1300 for both units. Sears has offered a $250 credit on that resulting in $1550 total. This results in a difference of $398, which I don't feel I should be responsible for paying. It's not as if I purchased a base model unit for $649 and now want a "bigger & better version" I purchased a top of the line unit and am now being told to compromise into something cheaper due to manufacturer default. I feel cheated.
At this point I would like to take my business elsewhere, how do I go about returning these altogether and being done with this catastrophe?
Final Business Response /* (4000, 9, 2014/11/11) */
November 11, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal regarding her dissatisfaction that her washer failed sooner than she expected.
We apologize that [redacted] is dissatisfied with our offer to exchange her washer and dryer and pay $250.00 towards the upgrade cost of the new units she would like. We are unable to offer anything further so we have agreed to refund [redacted] per her request for her washer and dryer. Her dryer return will be picked up on November 13, 2014 under salescheck#[redacted] and her money will be refunded once her washer is received at the warehouse. As for the dryer, it will also be picked up on November 13, 2014 under salescheck# [redacted] and money will be refunded upon its receipt at the warehouse. That being said, because we have provided [redacted] with her requested resolution, 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]
[redacted]
[redacted]
[redacted]
April 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We are attempting to have this rectified, but it may take some time and we cannot allow this complaint to remain open until that happens due to the nature of our agreement with the Revdex.com. As we noted before, this status affects [redacted] in no way as it stands now. There is nothing that will be charged to him and it is not on an “account.” It may simply show up in his orders on his profile until the status is corrected and we apologize that this is distressing to him. While try to resolve our issues with consumer satisfaction in mind, it is not always possible As such, 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] Regulatory Complaint Specialist Sears Holdings Corporation
April 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed our investigation of [redacted] complaint regarding the service on her refrigerator. After reviewing the service history and discussing the issue with our support engineers we have authorized a replacement of the refrigerator. I spoke with [redacted] and we have processed a replacement for customer satisfaction reasons and delivery is set for April 27, 2016. [redacted] has been provided with my direct contact information if he requires additional assistance on this issue in the mean time we have closed this complaint as the resolution provided was acceptable to [redacted] We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent order. We would like to apologize...
to [redacted] as it appears that there was an issue with the link to the return policy for this particular item. As such, we are sending [redacted] a check for $15.00 to cover shipping both ways. This [redacted] should arrive within 10-12 business days. In the meantime, we are taking steps to repair the issue with the return policy. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2015/01/30) */
January 30, 2015
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...
regarding non-receipt of a refund for his sears.com order.
It is unfortunate that we failed [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have sent an email directly to [redacted] to inform him that we have issued a refund of $13.02 to the gift card he used to place his order. [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
October 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have been unable to complete the investigation of [redacted] complaint regarding the treadmill she ordered online and...
the problems she encountered when she attempted to return the item at our Sears Hometown store.
[redacted], District Sales Manager for Store [redacted] made multiple attempts to contact [redacted] and left voicemails with his contact information. On October 19, 2015 [redacted] sent [redacted] an email as well, stating that he would like to speak to her directly regarding her Revdex.com complaint. On October 17, 2015 [redacted] replied "what would you like to discuss?". [redacted] replied once again, informing her that he would like to discuss what transpired on the day of the return and what we can do to make things right. [redacted] did not reply or return his call when he left a final message on her voicemail on October 20, 2015. Since she has not responded, we are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her.
With that being said, [redacted] may contact District Sales Manager Jeffery Perron at (919)819-6581 if she would like to discuss her concerns. In the interim, we will consider this matter closed, pending her response.
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]
[redacted]
[redacted]
[redacted]
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Tena A [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding her riding mower. We would like to take a moment to explain...
that when Ms. [redacted] contacted Sears for service on April 27, 2015 she informed the repair agent that her riding tractor was losing power. As is our policy, when our agent saw that Ms. [redacted] was outside her warranty and the repair protection agreement she did have on the mower had expired she was offered a Service Smart Agreement (SSA). This is a service agreement that is available for our customers for an item that is already not working. Our customers are given the opportunity to purchase this one year service agreement to cover repairs up to $500.00, if the repairs are over $500.00 our customer is given the option to pay for the cost over the $500.00 repair limit or they may choose not to have the item repaired and will be provided with an in store replacement credit of $500.00. Ms. [redacted] chose to purchase this service agreement on April 27, 2015 for $229.00 plus tax; Service was then set for June 16, 2015. Our service technician found that the tractor had caught fire and the Engine, fender consoles and the battery would need to be replaced. Our service technician stated that it appeared that the fire was due to a leak in the fuel line or that too much gas was put in causing it to leak. The cost of the parts to repair is approximately $1600.00, this does not include labor. Ms. [redacted] elected not to pay the repair amount over the $500.00 that is covered under her SSA and requested the $500.00 voucher to replace. This was set up for Ms. [redacted] and is still in effect. It is important to note that items like breaks, tubing, filters and such are items that are expected to need replacing from time to time. Generally these items are checked for wear and tear at the time of a tune up which the manufacture recommends having done at either the beginning or the end of a mowing season and replaced at that time. Our records show that we have performed one tune up on Ms. [redacted]’s tractor in 2013. There were several services in 2013 and these services were replacement of the pulley and mower belts these items would not have contributed to the issues with the fuel line. Ms. [redacted] indicates she was referred to Sedgwick. Sedgwick has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Sedgwick’s actions; their decision on any claim is final. Ms. [redacted]’s claims examiner is Carlos [redacted] his direct number is 847-645-0738 and his email is: Carlos.[redacted]@sedgwickcms.com Ms. [redacted] will need to contact him directly for the results of their findings. Since we have addressed Ms. [redacted]’s issue and explained why she was offered the $500.00 voucher under the terms and conditions of her SSA and explained why we are not able to honor her request to raise the replacement amount another $2000.00 we have closed our case. We apologize to Ms. [redacted]’s 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, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] rebuttal regarding Sears Home Services and repairs to her washer. On November 9, 2015, we received a call that the washer was continuously filling with water. A tech was dispatched to [redacted] home on November 14th and ordered a clutch and wash plate. The call was closed on December 7th. The second call was called in on March 9th, the complaint was that the washer was not working. Our technician found that the washer needed new suspension rods. The call was closed on March 19, 2016, when the new suspension rods were installed. This means that there have been 2 closed calls on the washer. As stated in our initial correspondence, per the terms and conditions of the Master Protection Agreement (MPA) covering [redacted] washer, a covered item is eligible for replacement once there have been 4 service calls in a 12 month period where fictional parts are replaced. Since [redacted] washer does not meet the criteria for replacement, we will not be replacing her washer. If additional service is required, it can be scheduled by calling [redacted]. At this time, since we have reiterated the criteria to have a covered item replaced, 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]
December 7, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611
[redacted]
Dear [redacted]We have completed the
investigation of [redacted] rebuttal to our previous response.As we stated in our
original response, [redacted] will need to contact [redacted] directly, as they administer
his credit card account, not Sears Optical.
[redacted] is the only party that can address his concerns with the amount
of interest that has been charged to his account and make any adjustments if
they determine that an error has been made in regard to the amount of interest
that has been charged to [redacted] account..
With that said, since [redacted] has been directed to the correct party
to explain and/or remedy his concerns with his interest rate on his credit card
account, we ask that this matter remain closed.Again, we appreciate the
opportunity to address this matter.Sincerely,[redacted]
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience...
and request to receive a refund. It is unfortunate that we failed [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in the order we found that Sears Online processed a new check on February 21, 2016, for $91.06 under return receipt number [redacted]. Checks take approximately 7 to 10 business days to receive and should have arrived by March 4, 2016. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service. If [redacted] has not received the check, then he may contact me directly via email at [redacted]. In the interim, since the refund check has been mailed and we have noted [redacted] concerns, 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
[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] complaint regarding Sears Home Services and scheduling a service call to repair...
his dryer. It is unfortunate that we failed Mr. [redacted] expectations when he called Sears for service on his dryer. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that the concerns noted in his complaint have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectations. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our records reflect that a new ignitor was installed during a service call completed on Friday, January 22, 2016. At this time, since we have noted Mr. [redacted] complaint, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [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 Sears Auto Center. [redacted], Sears Auto Center, District Sales...
Manager provided the following response: I have spoken to [redacted] about her complaint and have agreed to reimburse her for the amount she spent at another shop to repair her tire. I asked her to give Sears another opportunity. If she had any other issues going forward that I would refund her the amount of the Road Hazard at that time. If I can be of any other assistance to [redacted], she can contact me at [redacted]. Since we have noted our response to [redacted]’ concerns, 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]
November 11, 2015[redacted]Revdex.com330 North
Wabash Ave, Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have been unable to complete the investigation of [redacted]’s
complaint regarding repairs for her double oven.On receipt of [redacted]...
[redacted] complaint we show service was
completed on October 20, 2015. The thermal cutoff was replaced at no charge to
[redacted]. We tried to contact [redacted] but have not heard back from her
to confirm if the oven is working correctly at this time. We can confirm she
has not contacted the service department since the repairs of October 20, 2015. It is important to note that although [redacted], who is
the manufacture of her [redacted] double oven, does have some models with a
potential issue with the thermal cut off we have no records of issue with her
specific model. We would also like to point out that according to [redacted]’s
complaint it appears that this may have been the first time after two years of
ownership that she had done the self-cleaning cycle. If this is true we want to
stress the importance of doing the self-cleaning cycle on a regular basis.
Waiting 2 years can lead to multiple issues due to food spillage build up
causing repairs that would normally not be needed if the self-cleaning cycle is
performed at a more often interval like every three months. We would also like
to remind [redacted] of the importance of reading the owner’s manual for the
self-cleaning cycle and assure she is cleaning the oven per the owner’s manual
before running the self-cleaning cycle. With that being said, if [redacted] is still in need of
assistance she can contact me directly at [redacted] In the interim we will consider
[redacted]’s case closed, pending his 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]
Complaint: 11021318
I am rejecting this response because: I have tried to contact Sears at the number provided and can not get through due to long wait times and disconnections. It would be better if Sears would contact me at [redacted]
Sincerely,
Larry [redacted]
April 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered when she attempted to return her...
dehumidifier after the 30-day return period had expired. As clarification, Sears does have a 30-day Satisfaction Guarantee period on most items. A customer has 30 days from the date of the original purchase to make a return, with some exceptions listed on our return policy. Our return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchase. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a small appliance purchase. According to our records, [redacted] purchased the dehumidifier on a layaway plan that was initiated on August 17, 2015 and the merchandise was picked up on December 7, 2015. [redacted] had over 3 months to inquire about our return policy. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. Accordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request. 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]
December 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted] Dear Ms. [redacted]We have completed the investigation of Mr[redacted]
complaint regarding his part for a garage door opener and his inability to have
that part...
replaced at no charge under his manufacturer’s warranty.As clarification, there are some parts in Mr. [redacted] garage
door opener that due to the cost of the part, the manufacturer specifies that a
technician has to determine that the parts are defective and need to be
replaced. It does state in Mr. [redacted] warranty
that parts are no charge within the first three years but it also says “you pay
for labor.” The confusion here seems to stem from Mr. [redacted] interpretation
that the labor is an optional request on his part. We understand why this would frustrate Mr[redacted]hough and we have offered to send him a replacement battery free of charge as
a gesture of our appreciation for his patronage. Once we have a copy of the
purchase receipt as proof of his warranty status that Mr. [redacted] has agreed to
send, we will send the aforementioned part. In
light of the aforementioned information, 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]
January 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order...
experience. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this order. After reviewing the notes from Sears Online Solutions we found they offered to place a new order with $15.00 off in addition to discounted shipping. The new order was placed on December 4, 2015, with a discount of $15.00 and a credit of $6.86 back to her [redacted] account. For Ms. [redacted] records the refund receipt number is [redacted]. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service. In the interim, we have noted Ms. [redacted] concerns and 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
March 4, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
*
Dear [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her recent visit to one of our...
auto centers.
Upon receiving Ms. [redacted] complaint, we have researched her complaint. We would like to note that prior to contacting the Revdex.com, Ms. [redacted] spoke with our Customer Services department where she agreed to a full refund of $85.00 for the coolant exchange. Ms. [redacted] came in on Saturday, February 27, 2016 and received her refund. That being said, because we have addressed Ms. [redacted] concerns and she has agreed upon a resolution, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
Complaint: [redacted]
I am rejecting this response because:The information isn't accurate. I do appreciate the dates- it saves me looking through phone records, but also is evidence of even a longer denial of service for my fully paid maintenance agreement. The reason parts were not ordered when the technician came in Jan 2016 was he had them on hand and didn't need them ordered. The reason for the call on the Feb date provided wasn't to report or request services for the washer, but to determine WHY the service identified and needed --sorry the tech did determine the washer needed a pump and a seal in Jan; how else would I have known??? I am not mechanically inclined. Every call we made to Sears to request completion of service included the technician identified need for repairs to the washer. Why else would we have called if the repairs were complete. Sears in not being truthful. Upon those calls in Feb,I was told to contact the technician myself to see about when the repairs would be made. My husband did this and that is when we learned he no longer provided service to this area. So we called Sears yet again, and again. Until March 2nd when we were told to start the whole process over. So a month later I filed this complaint due to the FACT we still had no service per our contract - paid in full. I demanded replacement washer/dryer if Sears couldn't/wouldn't fix the problem. This got action. got 2 ph calls: 1 from sears with an appointment time for Monday the 11th, the other from the service man with an appointment for this morning. He stated on the ph he didn't have all the parts. Really? send a technician without all the parts. Another lie is that the service is complete - it is not. We still need the seal replaced. I am still demanding replacements. I am fed up!. Oh the service tech, showed my husband his phone record to prove he had NEVER been contacted to provide service to us. My husband had called him twice as Hays store gave him the number to call (what? the guy hadn't even gotten the repair order from the company!) Needless to say, he never called back as he knew nothing. I am sick of the lies. We are still waiting on the seal. We have been told it will be here next week. We have heard that before and it isn't working any longer. Sears is lying. I have been a consumer of sears appliances and maintenance agreements for over 35 years. Never before have I had this experience and hope never to again. I will not be placated, I will not shut up and let it go. I demand what I have paid for. At this time, I declare Sears to be a great fault and faulty. I demand replacement as it is evident the WILL not provide service as purchased. Dec 29 2015 to April 6, 2016 is too long to wait for incomplete service. Oh the technician was nice. and honest!
Sincerely,
[redacted]
November 20, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of M[redacted] complaint
regarding the delay she has experienced in receiving a refund...
for a canceled
sale. As clarification, whenever most retail stores ring up a
purchase and charge a customer’s credit card, the purchase is immediately
applied because the credit card company issues an approval and electronically
debits the account. If the merchandise
is subsequently returned, the credit card company does not electronically
credit the account. Instead, they
research to ensure it is a valid refund, and then once confirmed, they post a
credit to the cardholder’s account. This
process can take days or weeks and is entirely dependent on the financial
institution’s policies. We do try to
expedite this process as much as possible, but it can sometimes take a few
days. Unfortunately, in M[redacted] case,
it seems there was an issue and the item was not canceled initially due to an
error. We apologize for any inconvenience Ms. [redacted] may have experienced as a
result of this issue. With that said, our records indicate that the remainder
of M[redacted] refund for $443.76 was issued on November 16, 2015. Our
records reflect that Ms. [redacted] did purchase another dryer from her local
store in Logan on November 7, 2015. We appreciate M[redacted] continued patronage
and it is our hope that the new dryer has met with her satisfaction. That said,
since we have issued the credits due to [redacted] we respectfully ask that this
matter remain closed. Again, we apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2014/11/10) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
November 10, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction that her washer failed sooner than she expected.
We apologize that [redacted] washer began to leak after being used initially. After researching her saleschecks, we found that she initially paid $649.99 for item# [redacted] for her washer under salescheck# [redacted] and $649 for her dryer, item# [redacted] under salescheck# [redacted]. It should be further noted that [redacted] has been in contact with our Blue Ribbon escalation team where she was offered an exchange. [redacted] requested item# [redacted] for her washer which is $899.10 and item# [redacted] for her dryer which is $899.10. The price difference for the washer and dryer is $531.23 over what she originally paid and our Blue Ribbon team offered to pay $250.00 towards the upgrade cost with [redacted] paying the additional $281.23 to which she disagreed. While we understand that she was dissatisfied with the washer she received, we are unable to grant her request for an exchange and upgrade of $531.23. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. The fact remains that also [redacted] washer was not functioning as designed, we feel that exchanging her washer and dryer and waiving $250.00 off the cost of the upgrade is relative to the circumstances and no further compensation will be offered. Should [redacted] decide to accept the exchange of the washer and dryer with the $250.00 upgrade, she can contact [redacted] and I will ring the exchange. That being said, because we are willing to exchange the washer and dryer and waive $250.00, we respectfully request this complaint be closed.
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]
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not think it is unreasonable to request a replacement product of the same quality of the one I purchased. Regardless of whatever sale I was able to take advantage of I shouldn't have to compromise aesthetics, function and quality based on a manufacturer default - twice!
It is unreasonable to consider it an "upgrade" to get a washer of similar quality to the model I have. The current Kenmore that has defaulted within 3 days (BOTH machines) is a $949 machine. I considered it VERY reasonable that I selected a comparable model but different brand at 899. The units were on sale to $699, tax free, and I have a $50 coupon off each one resulting in an out of pocket price of $649. So for being a savvy shopper (waiting for sales, utilizing coupons, etc.) I am now being penalized and basically forced to DOWNGRADE my current washer and dryer because of NO FAULT of my own.
I find this is very poor customer service and unacceptable to expect a customer to compromise size, aesthetic, quality, features, etc. due to manufacturer default - twice. I paid $1300 for both units. Sears has offered a $250 credit on that resulting in $1550 total. This results in a difference of $398, which I don't feel I should be responsible for paying. It's not as if I purchased a base model unit for $649 and now want a "bigger & better version" I purchased a top of the line unit and am now being told to compromise into something cheaper due to manufacturer default. I feel cheated.
At this point I would like to take my business elsewhere, how do I go about returning these altogether and being done with this catastrophe?
Final Business Response /* (4000, 9, 2014/11/11) */
November 11, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal regarding her dissatisfaction that her washer failed sooner than she expected.
We apologize that [redacted] is dissatisfied with our offer to exchange her washer and dryer and pay $250.00 towards the upgrade cost of the new units she would like. We are unable to offer anything further so we have agreed to refund [redacted] per her request for her washer and dryer. Her dryer return will be picked up on November 13, 2014 under salescheck#[redacted] and her money will be refunded once her washer is received at the warehouse. As for the dryer, it will also be picked up on November 13, 2014 under salescheck# [redacted] and money will be refunded upon its receipt at the warehouse. That being said, because we have provided [redacted] with her requested resolution, 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]
[redacted]
[redacted]
[redacted]
April 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We are attempting to have this rectified, but it may take some time and we cannot allow this complaint to remain open until that happens due to the nature of our agreement with the Revdex.com. As we noted before, this status affects [redacted] in no way as it stands now. There is nothing that will be charged to him and it is not on an “account.” It may simply show up in his orders on his profile until the status is corrected and we apologize that this is distressing to him. While try to resolve our issues with consumer satisfaction in mind, it is not always possible As such, 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] Regulatory Complaint Specialist Sears Holdings Corporation
April 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed our investigation of [redacted] complaint regarding the service on her refrigerator. After reviewing the service history and discussing the issue with our support engineers we have authorized a replacement of the refrigerator. I spoke with [redacted] and we have processed a replacement for customer satisfaction reasons and delivery is set for April 27, 2016. [redacted] has been provided with my direct contact information if he requires additional assistance on this issue in the mean time we have closed this complaint as the resolution provided was acceptable to [redacted] We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent order. We would like to apologize...
to [redacted] as it appears that there was an issue with the link to the return policy for this particular item. As such, we are sending [redacted] a check for $15.00 to cover shipping both ways. This [redacted] should arrive within 10-12 business days. In the meantime, we are taking steps to repair the issue with the return policy. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2015/01/30) */
January 30, 2015
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...
regarding non-receipt of a refund for his sears.com order.
It is unfortunate that we failed [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have sent an email directly to [redacted] to inform him that we have issued a refund of $13.02 to the gift card he used to place his order. [redacted] may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
October 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have been unable to complete the investigation of [redacted] complaint regarding the treadmill she ordered online and...
the problems she encountered when she attempted to return the item at our Sears Hometown store.
[redacted], District Sales Manager for Store [redacted] made multiple attempts to contact [redacted] and left voicemails with his contact information. On October 19, 2015 [redacted] sent [redacted] an email as well, stating that he would like to speak to her directly regarding her Revdex.com complaint. On October 17, 2015 [redacted] replied "what would you like to discuss?". [redacted] replied once again, informing her that he would like to discuss what transpired on the day of the return and what we can do to make things right. [redacted] did not reply or return his call when he left a final message on her voicemail on October 20, 2015. Since she has not responded, we are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her.
With that being said, [redacted] may contact District Sales Manager Jeffery Perron at (919)819-6581 if she would like to discuss her concerns. In the interim, we will consider this matter closed, pending her response.
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]
[redacted]
[redacted]
[redacted]
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Tena A [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding her riding mower. We would like to take a moment to explain...
that when Ms. [redacted] contacted Sears for service on April 27, 2015 she informed the repair agent that her riding tractor was losing power. As is our policy, when our agent saw that Ms. [redacted] was outside her warranty and the repair protection agreement she did have on the mower had expired she was offered a Service Smart Agreement (SSA). This is a service agreement that is available for our customers for an item that is already not working. Our customers are given the opportunity to purchase this one year service agreement to cover repairs up to $500.00, if the repairs are over $500.00 our customer is given the option to pay for the cost over the $500.00 repair limit or they may choose not to have the item repaired and will be provided with an in store replacement credit of $500.00. Ms. [redacted] chose to purchase this service agreement on April 27, 2015 for $229.00 plus tax; Service was then set for June 16, 2015. Our service technician found that the tractor had caught fire and the Engine, fender consoles and the battery would need to be replaced. Our service technician stated that it appeared that the fire was due to a leak in the fuel line or that too much gas was put in causing it to leak. The cost of the parts to repair is approximately $1600.00, this does not include labor. Ms. [redacted] elected not to pay the repair amount over the $500.00 that is covered under her SSA and requested the $500.00 voucher to replace. This was set up for Ms. [redacted] and is still in effect. It is important to note that items like breaks, tubing, filters and such are items that are expected to need replacing from time to time. Generally these items are checked for wear and tear at the time of a tune up which the manufacture recommends having done at either the beginning or the end of a mowing season and replaced at that time. Our records show that we have performed one tune up on Ms. [redacted]’s tractor in 2013. There were several services in 2013 and these services were replacement of the pulley and mower belts these items would not have contributed to the issues with the fuel line. Ms. [redacted] indicates she was referred to Sedgwick. Sedgwick has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Sedgwick’s actions; their decision on any claim is final. Ms. [redacted]’s claims examiner is Carlos [redacted] his direct number is 847-645-0738 and his email is: Carlos.[redacted]@sedgwickcms.com Ms. [redacted] will need to contact him directly for the results of their findings. Since we have addressed Ms. [redacted]’s issue and explained why she was offered the $500.00 voucher under the terms and conditions of her SSA and explained why we are not able to honor her request to raise the replacement amount another $2000.00 we have closed our case. We apologize to Ms. [redacted]’s 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, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] rebuttal regarding Sears Home Services and repairs to her washer. On November 9, 2015, we received a call that the washer was continuously filling with water. A tech was dispatched to [redacted] home on November 14th and ordered a clutch and wash plate. The call was closed on December 7th. The second call was called in on March 9th, the complaint was that the washer was not working. Our technician found that the washer needed new suspension rods. The call was closed on March 19, 2016, when the new suspension rods were installed. This means that there have been 2 closed calls on the washer. As stated in our initial correspondence, per the terms and conditions of the Master Protection Agreement (MPA) covering [redacted] washer, a covered item is eligible for replacement once there have been 4 service calls in a 12 month period where fictional parts are replaced. Since [redacted] washer does not meet the criteria for replacement, we will not be replacing her washer. If additional service is required, it can be scheduled by calling [redacted]. At this time, since we have reiterated the criteria to have a covered item replaced, 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]
December 7, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611
[redacted]
Dear [redacted]We have completed the
investigation of [redacted] rebuttal to our previous response.As we stated in our
original response, [redacted] will need to contact [redacted] directly, as they administer
his credit card account, not Sears Optical.
[redacted] is the only party that can address his concerns with the amount
of interest that has been charged to his account and make any adjustments if
they determine that an error has been made in regard to the amount of interest
that has been charged to [redacted] account..
With that said, since [redacted] has been directed to the correct party
to explain and/or remedy his concerns with his interest rate on his credit card
account, we ask that this matter remain closed.Again, we appreciate the
opportunity to address this matter.Sincerely,[redacted]
March 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience...
and request to receive a refund. It is unfortunate that we failed [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in the order we found that Sears Online processed a new check on February 21, 2016, for $91.06 under return receipt number [redacted]. Checks take approximately 7 to 10 business days to receive and should have arrived by March 4, 2016. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service. If [redacted] has not received the check, then he may contact me directly via email at [redacted]. In the interim, since the refund check has been mailed and we have noted [redacted] concerns, 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
[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] complaint regarding Sears Home Services and scheduling a service call to repair...
his dryer. It is unfortunate that we failed Mr. [redacted] expectations when he called Sears for service on his dryer. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that the concerns noted in his complaint have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectations. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our records reflect that a new ignitor was installed during a service call completed on Friday, January 22, 2016. At this time, since we have noted Mr. [redacted] complaint, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [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 Sears Auto Center. [redacted], Sears Auto Center, District Sales...
Manager provided the following response: I have spoken to [redacted] about her complaint and have agreed to reimburse her for the amount she spent at another shop to repair her tire. I asked her to give Sears another opportunity. If she had any other issues going forward that I would refund her the amount of the Road Hazard at that time. If I can be of any other assistance to [redacted], she can contact me at [redacted]. Since we have noted our response to [redacted]’ concerns, 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]
November 11, 2015[redacted]Revdex.com330 North
Wabash Ave, Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have been unable to complete the investigation of [redacted]’s
complaint regarding repairs for her double oven.On receipt of [redacted]...
[redacted] complaint we show service was
completed on October 20, 2015. The thermal cutoff was replaced at no charge to
[redacted]. We tried to contact [redacted] but have not heard back from her
to confirm if the oven is working correctly at this time. We can confirm she
has not contacted the service department since the repairs of October 20, 2015. It is important to note that although [redacted], who is
the manufacture of her [redacted] double oven, does have some models with a
potential issue with the thermal cut off we have no records of issue with her
specific model. We would also like to point out that according to [redacted]’s
complaint it appears that this may have been the first time after two years of
ownership that she had done the self-cleaning cycle. If this is true we want to
stress the importance of doing the self-cleaning cycle on a regular basis.
Waiting 2 years can lead to multiple issues due to food spillage build up
causing repairs that would normally not be needed if the self-cleaning cycle is
performed at a more often interval like every three months. We would also like
to remind [redacted] of the importance of reading the owner’s manual for the
self-cleaning cycle and assure she is cleaning the oven per the owner’s manual
before running the self-cleaning cycle. With that being said, if [redacted] is still in need of
assistance she can contact me directly at [redacted] In the interim we will consider
[redacted]’s case closed, pending his 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]
Complaint: 11021318
I am rejecting this response because: I have tried to contact Sears at the number provided and can not get through due to long wait times and disconnections. It would be better if Sears would contact me at [redacted]
Sincerely,
Larry [redacted]
April 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered when she attempted to return her...
dehumidifier after the 30-day return period had expired. As clarification, Sears does have a 30-day Satisfaction Guarantee period on most items. A customer has 30 days from the date of the original purchase to make a return, with some exceptions listed on our return policy. Our return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchase. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a small appliance purchase. According to our records, [redacted] purchased the dehumidifier on a layaway plan that was initiated on August 17, 2015 and the merchandise was picked up on December 7, 2015. [redacted] had over 3 months to inquire about our return policy. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. Accordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request. 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]