...⇄ [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her range. According to our records, Ms. [redacted] range was purchased on January 30, 2010. We could not locate any other range purchase with the information she provided. Based on that information, Ms. [redacted] range would be approximately 5 years old at this point in time and her manufacturer’s warranty would have expired on February 1, 2011; therefore, any repair or replacement costs would be her responsibility as she chose not purchase any extended coverage. There are no related recalls on file from the manufacturer on this model. Furthermore, there are notes in the owner’s manual on page 42 that state: “most oven doors contain glass that can break. 1. Do not close the oven door until all the oven racks are fully in place. 2. Do not hit the glass with pots, pans or any other object. 3. Scratching, hitting, jarring, or stressing the glass may weaken its structure causing an increased risk of breakage at a later time.” If the door glass is hit small fractures can occur and over time, the heat can cause the glass to expand and then finally to shatter. This can be avoided by carefully refraining from hitting the glass. Even if Ms. [redacted] manufacturer’s warranty were still in effect, such an occurrence would be excluded as it would indicate that the instructions in the owner’s manual were not followed. We would also like to note that although Ms. [redacted] noted that her glass has been replaced several times, we have no repair records on file under the information she provided. If the glass is not replaced properly, it can also cause the shattering she is speaking of. As far as the damage Ms. [redacted] mentioned in concerned, this would also have been excluded as a provision of the manufacturer’s warranty if this had occurred while the item was covered. At this time, we are willing to offer to waive half of the cost it would take for us to replace the door if Sears performs the repair. As an alternative, we are willing to discount the purchase of a new range from Sears by 15% off of the lowest price as a courtesy. This would apply in addition to current sales prices, but not to floor model, previously used, refurbished, clearance, close out or outlet merchandise. Should Md. [redacted] wish to accept one of our offers, she may contact me via email at [redacted] during normal business hours and I will make the necessary arrangements. We want to stress that both of these offers have been made a gesture of appreciation for Ms. [redacted] patronage and not an obligation. 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]
(The consumer indicated he/she DID NOT accept the response from the business.)
Refund was not provided, but told it would be done on multiple ocations.
November 11, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the...
delivery and installation of his range.It is unfortunate that we failed [redacted] expectations when he recently scheduled the delivery and installation of a range. We value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [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, the installation of the range was completed on October 17, 2015. We contacted [redacted], and due to the delay, we offered to add a one year protection agreement on the range; at no cost to [redacted]. He accepted the offer and we processed the protection agreement. [redacted] will receive a copy of the certificate within 3 – 4 weeks. 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]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a
freezer purchased from Sears. [redacted] Sears Delivery Solutions,...
Support Specialist provided the following
response:I have been in contact with [redacted] manager of the Sears in Buffalo, who is working with [redacted] to resolve his concerns. [redacted] has agreed to assist [redacted]
to assist him with his freezer concerns. The store will process the exchange and
schedule delivery of the new freezer. That said, if [redacted] needs any
additional assistance we feel it is best that he contact [redacted] at
[redacted] or via email at [redacted] If I can be of any
additional assistance to [redacted] after the new unit has been delivered, he
can reach me at [redacted]. Since we have noted our response to [redacted] complaint, we ask that
this complaint be closed pending future contact. 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]
December 10,
2015Nita [redacted]RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10987435- David [redacted] Dear Ms.
[redacted]:We have
completed our investigation of Mr. [redacted] complaint regarding a recent
order. As...
clarification,
the terms of this offer were clear when it was presented to consumers prior to
placing their orders. The consumer was given a choice of the $100.00 credit or $200.00 in SYWR points. In fact, when placing the order,
the online sales system was set up to automatically default to the $100.00
credit so the consumer would have to choose the $200.00 in points if that is
what they wanted. The $100.00 credit was applied in their cart and it was
visible. Mr. [redacted] didn’t change it to reflect the $200.00 in points so
the $100.00 credit was applied to his order. This is also shown on the email
confirmation he was sent. It shows the promotions applied and it says: “Get
$100 off OR Members Choose
$200 back in points on Kenmore laundry front load pairs.” The issue seems to be
that due to a system error, the screen that confirms your order when you
finish, incorrectly stated that $200.00 in points had been earned. We want to
reiterate that this is after the terms were clearly noted at the beginning. At
this time, we are willing to provide Mr. [redacted] with $100.00 in SYWR
points as a courtesy, but we will not be issuing anything further. He does not
get both options; the offer was for one or the other. $200.00 was the maximum
value of this offer and that is what we are offering to provide Mr.
[redacted] with. If Mr. he is dissatisfied with that offer, we can pick up
his merchandise and provide him with a refund, which would make him whole. Should Mr. [redacted] wish to accept either
option, he may contact me via email at Tammie.[redacted]@searshc.com during normal business hours and I will make
the necessary arrangements. 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,Tammie [redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]Tammie.[redacted]@searshc.com
[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 repair of...
her refrigerator.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted] District Operations Supervisor, who states the following:
I just spoke with Ms. [redacted]
She acknowledged her frustration regarding her member experience. I told her that although I couldn’t take back the experience, I appreciated her candor and fact that she cared enough to make us aware of our shortcomings.
[redacted] delivered the door handle on 12/29/2015. She stated that the refrigerator is not making the noise any longer and would just install the door herself. Ms. [redacted] thanked me for my concern.
I asked her if it would be okay to send her a $50.00 gift card and she accepted. The gift card will be processed and received within 7-10 business days to the address listed on this complaint. That being said, because we addressed Ms. [redacted] complaint, 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.
November 6,
2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have
completed our investigation of [redacted] rebuttal. Store Manager
[redacted] has agreed to provide [redacted] with the credit she has
requested in the interest of customer satisfaction. He still would like for it to
be noted that the signage specifically excluded the item [redacted] purchased
due to the already discounted pricing. [redacted] or his assistant [redacted] may be
reached during normal business ([redacted] if [redacted] wishes to make the
necessary arrangements. We appreciate the
opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/03/24) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
March 24, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding his extended warranty on his [redacted] elliptical.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Senior Case Manager for Online Services, who states the following:
First and foremost, I do want to apologize for the trouble this order has caused. I do show that on 02/22/2015 you had made a purchase for the [redacted] Elliptical and the 3-Year In-home B.E.S.T [redacted] Warranty for Ellipticals. The total of your order came to $1151.70. You had chosen to partial of your online payment using your Sears [redacted] account ending in [redacted] The amount of $1141.62 was paid with your Sears [redacted]. The remaining amount of $10.08 was paid using your Shop Your Way Rewards Card.
After researching your order, I do see that this order is a Sears.com item. Again, I do apologize for the false information given. If you would still like an exchange, I would be happy to processes this request for you. If you would like to have this set up, please email me back and I will process this request to the first available date. That being said, because we have addressed [redacted] concerns, 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]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] These problems have been going on for years and guess this is why Sears closed in Macon, GA and there is only on Kmart. I told them YEARS ago at Sears I would live to see the day Sears closed in Macon and guess what it did! So my problem is only one of many and this has been proven! I have 30K and sears tools and will never buy anything else from Sears or Kmart as they have proven more the once they do not care about the customer or they would hire people that did there job as both Sears and Kmart have employees more interested about getting you off the phone the help. If Kmart and Sears really cared the service would not be so poor in the last 20 or so years. I do not need Sears or Kmart as bad as they need people like me so I ordered a bicycle from Walmart! If Sears and Kmart do not change their ways and hire folks that will do their job Sears and Kmart will not be around much longer just like all but one store in Macon and there is not longer a good Sears in Macon other then a little catalog sales. Might be a good idea for all at Sears and Kmart to find another job including YOU! Wake up and smell the roses before it is too late!!!!!!!!!!!!!!!![redacted]
December
2, 2015Nita [redacted]RevDex.com330
North Wabash Ave., Ste. #2006Chicago,
IL 60611Re:
# 10886945 – Jim [redacted]Dear
Ms. [redacted]:We have
completed our investigation of Mr. [redacted]’s complaint regarding the service
on his range.After
reviewing the service history and discussing the issue with our product support
personnel, we authorized her for a replacement of the range under the terms of his
Master Protection Agreement (MPA) in the amount of $729.99. We have left
messages for Mr. [redacted] via voice mail and email of this decision and the
process to replace. I have left my direct contact info in all messages to Mr.
[redacted] in the event that he requires further assistance. At this time,
since it was our understanding that this resolution is acceptable to Mr.
[redacted]’s, we have closed our file.We
apologize to Mr. [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,Vanessa
L. [redacted]Regulatory
Complaint SpecialistSears
Holdings Corporation[redacted]
direct[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] latest rebuttal regarding Sears Home Services and repairs to her dishwasher. We reiterate that the information noted in our initial correspondence was gathered from our local service unit, notes provided by the technician and from Ms. [redacted] case notes. That said, Ms. [redacted] dishwasher is covered by a Sears Master Protection Agreement (MPA) until its scheduled expiration on March 3, 2017. Per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 completed service calls completed in a 12 month period where functional parts have been replaced. Since the dishwasher does not meet the criteria to be considered for replacement, we will not be providing Ms. [redacted] with a credit to be used to replace the dishwasher. Sears will continue to abide by the terms and conditions of the MPA and will service the dishwasher as requested. On February 13, 2016, a technician was dispatched to Ms. [redacted] home and noted that he instructed the consumer about hard water. This is why we recommended Lemi-Shine in our initial correspondence. If Ms. [redacted] still desires service, she can contact our appointment center at [redacted] Since we have noted our response to Ms. [redacted] rebuttal, we ask that this complaint remain closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
I am rejecting this response because: I agree of most of what they have responded. I was sold the warranty and the machine to be used on horse laundry. I understand that that is the sales departments fault and was told by the repairman that it happens all of the time because the sales people get commission to sell the warranty. My problem is that the repairman worked on my machine for at least 15 minutes and dismantled it and it no longer works. I am not asking for anything else but for the repairman to undo what he did when he worked on it. It worked and was just out of balance but after he worked on it for 15 minutes it doesn't get any power. I should not have a machine in a worse condition by calling a repair person than I would have had if I didn't call them. He knew it was in a barn and what it was used for before he touched and worked on the machine. If he felt so compelled to refuse to work on it, he should have made that decision before he touched my machine. As for the language, I have been pushed to the edge with the level of incompetency at Sears. All I want is to be in the same condition before I called sears, in order for me to have a real professional repair person fix it.
Complaint: [redacted]
Sincerely,
[redacted]
November 25, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed
our investigation of [redacted] complaint regarding the replacement amount
she was allotted for her microwave.We...
understand that
[redacted] was upset with the amount allotted to replace her microwave. Our
records also show that she contacted the Sears [redacted] (PABA) on November 4, 2015 and she was offered a Gift Card in the
amount of $20.00 for the $14.99 difference she paid for her replacement. We
show the gift card was processed that day and mailed to her physical address.
If [redacted] has not received that gift card she need only contact the PABA
office at [redacted]nd reference her case # [redacted] and thy will be happy
to help. Since we have provided [redacted] with a gift card for the difference
and she accepted this resolution we have closed our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
November 23, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886303 – Geri
[redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the charge she paid to receive an estimate for repair on
her...
refrigerator.We would first clarify that the only reason for a refrigerator
to need Freon added, is because it has lost Freon and this happens because
there is some sort of leak in the sealed system that is allowing it to escape.
The sealed system is comprised mostly of the compressor and also the tubing
that carries the coolant throughout the refrigerator. So while Ms. [redacted]
might feel our estimate was incorrect, it sounds as if it was in fact accurate
and that the other company’s stopgap of refilling the Freon did not address the
underlying problem. With that said, while Ms. [redacted] may not have been
entitled to receive a refund, it does appear that our customer support team
possibly offered this as a courtesy. After this though, it looks like the offer
may have been rescinded. Since the offer was made, we felt it should be honored
and as such, we have issued a mailed bank check to the address listed on this
complaint. The check is for $81.00 and Ms. [redacted] should receive it within the
next 2-3 weeks. In the interim, since we have explained that the charges we assessed
for our diagnosis was correct and yet we provided Ms. [redacted] for a refund of
these charges that are normally non-refundable, we have closed our file.We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Complaint[redacted]
I am rejecting this response because: I find it completely unacceptable that a refund was not issued immediately and that I should have to wait for this duration of time to have my purchase refunded fully. I still have yet to receive any refund in the mail. mail is received on Saturday, so that should count as a business day. Today is day 6. First class mail takes 3 days to arrive, not 7 to 10. Again, I was due a gift card refund on another purchase from Sears, and the gift card NEVER arrived. This complaint will remain open until another resolution is offered.
Sincerely,
[redacted]
January 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the ** Washer. To clarify,...
like many retail stores Sears sells many different Brands, but unlike other retailers Sears is contracted by some of these manufactures to provide service for their warrantied items. Although at one time Sears was contracted with ** for any manufacture warranty service we no longer hold a contact with ** for their warranty service coverage. It is unfortunate that [redacted] washer did not live up to their expectations but since [redacted] is outside the 30 day return period we are unable to refund the purchase or exchange the ** washer. [redacted] will need to follow the manufactures warranty regarding service with ** at this time as Sears is not the manufacture of ** products. Since we have explained why we are not able to refund or exchange [redacted] washer as request we have closed our case. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the...
cancellation and return of his online order from our Market Place vendor.As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Our records indicate that [redacted]r placed the online order with [redacted] Electronics; however, [redacted]r was contacting Sears Customer Service to check the status of his order instead of contacting [redacted] Electronics. Since the order was through a Market Place vendor, we informed [redacted]r we would send a message to the vendor on his behalf and he should be contacted by the vendor within 48 hours. On October 3, 2015 [redacted]r contacted Sears again and requested to cancel the order since he had not received his order. Again, we informed [redacted]r that the message would be sent to the [redacted]r Electronics. On October 9, 2015 [redacted]r contacted Sears again and confirmed that he had received the order, but requested to return the order since he had previously requested the cancellation. [redacted] requested an immediate refund since he had already cancelled. We explained to [redacted]r that a refund could not be issued until the order is returned to the vendor. On October 12, 2015 [redacted]r provided the tracking number for the return of the order. According to our records, a credit of $120.17 was issued on October 20, 2015 to [redacted] credit card ending in [redacted] 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]r and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
[redacted]Sears Holdings Corporation[redacted]
April 21, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding the exchange of his mower.
We have received [redacted]...
[redacted] complaint and apologize that his mower has failed sooner than expected. Because of the issues with his mower, Sears is able to exchange the mower, however, the mower will need to be free from oil and gas. We would like to note that our return policy for lawn and garden equipment is as follows:
All 4 cycle gas powered Lawn & Garden equipment that has had gas in the machine will not be returned to the store. If the unit is defective the unit will need to be taken to our local repair facility for inspection and repair.
Unfortunately, we are not able to accept a mower with gas in it due and [redacted] will need to remove the gas prior to returning the unit. 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]
Complaint: [redacted]
I am rejecting this response because:This new mower is a piece of junk. If they read their own online reviews they would see that the issue is a common problem. The mower line should be recalled. Sears does not stand behind their own products and their "policies" are anti-consumer.
Sincerely,
[redacted]
December 1, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10887526 –
Beverly [redacted] Dear Ms. [redacted]:We have
completed the investigation of Ms. [redacted]’s complaint regarding her
dissatisfaction at being informed that repairs...
needed for her mower would not
be covered under her warranty due to our
determination that the failure was due to the mower was operated with
little or no oil.Ms. [redacted] is correct that her owner’s manual states to
change the engine oil every 25 hours or season. This is listed on page 13
Maintenance. There are also several footnotes listed at that statement
indicating the following; Change oil more often if operating under a heavy load
or in high temperatures, Service more often if operating in dirty or dusty
conditions and finally to read the entire Lubrication section of the owner’s
manual. We would also like to point out that the Maintenance schedule chart
also states to check the engine oil before each use. It is important to note that a standard mower engine can
easily last from three to four mowing seasons without excessive wear if the oil
is changed every season, and routine maintenance actions are taken. In diagnosing mowers that are brought in for
repair, we utilize extensive yearly training that is provided to us by the
manufacturer. This training enables us
to recognize and accurately diagnose internal engine damages. The internal conditions of an engine leave
tell-tale signs when proper operating procedures are not followed; we just
report the facts as we find them since the evidence discovered is
incontrovertible and can vary from what our customers might tell us. For example, tracks from dirt ingestion occur
from the failure to replace an air filter and this is evident regardless of
whether a customer changes the filter before sending it in for
maintenance. In other words, we do not
have to see a dirty filter in order to deduce that the mower was operated with
one. In the case of improper lubrication, metal transfers
from the cylinder walls and pistons, and the overall condition of the
crankshaft and piston bearings, can be an indicator that proper lubrication was
not performed. Additionally, oil
splatter paddles on the crankshaft are examined to see if they show the black
oily carbon deposits that would indicate that oils have been cooked because of
excessive temperatures due to lack of lubrication. When we see evidence of these conditions, we
can conclude without a doubt that an engine has been operated under the
conditions of little lubrication or improper maintenance and this is regardless
of whether the mower had any remaining oil removed before it was brought in for
service or if new oil was added after the fact. The engine locked up due to low or no oil being used.
The warranty for the mower
specifically notes that ''Repairs necessary because of accident or failure to
operate or maintain the product according to all supplied instructions'' are
not covered. Additionally, the owner’s
manual notes that the oil level should be checked frequently; particularly when
operating the mower in temperatures above 80 degrees. In addition to checking the oil, the condition
of the oil should also be checked at the same time. There are many factors that can lead to
excess oil consumption or for the oil to “breakdown” and cease providing the
necessary lubrication and one should never assume that the oil or the oil level
is okay without verifying this. It
is also important to note that operation of the mower in temperatures above 80 degrees can result in increased oil consumption and the most of the summer according to
the weather archives the temperatures in her area of Georgia averaged above the
mid 80’s or higher. Additionally oil
consumption can increase dependent upon the condition of the mower and outside
factors such as the presence of a dry or dusty environment. The reason the manual advises to check oil
levels frequently is because proper lubrication is so important and there is
always a chance that the mower may have been tipped causing some of the oil to
run out in between uses. We would also
note that the basic oil shipped with the mower operates best in temperatures
under 80 degrees; higher grade oil can be substituted if the customer chooses
to make this decision and purchase a synthetic oil. We are unsure as to whether Ms. [redacted] used
the oil that came with her mower or not, but we just wanted to make sure that she
knew the quality of the oil could affect the consumption and performance. With
that said, we provided Ms. [redacted] with an estimate to repair of $288.10 plus
tax to replace the engine. since we have
provided an explanation for why Ms. [redacted]’s repairs are not covered and why
we are unable to provide her with a free repair or exchange we have closed our
file.We apologize to Ms. [redacted] and appreciate the opportunity to address
this matter. Please feel free to contact
me if you have any further questions or concerns.Sincerely,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
directVanessa.L.[redacted]@searshc.com
January 12, 2016...
...⇄ [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her range. According to our records, Ms. [redacted] range was purchased on January 30, 2010. We could not locate any other range purchase with the information she provided. Based on that information, Ms. [redacted] range would be approximately 5 years old at this point in time and her manufacturer’s warranty would have expired on February 1, 2011; therefore, any repair or replacement costs would be her responsibility as she chose not purchase any extended coverage. There are no related recalls on file from the manufacturer on this model. Furthermore, there are notes in the owner’s manual on page 42 that state: “most oven doors contain glass that can break. 1. Do not close the oven door until all the oven racks are fully in place. 2. Do not hit the glass with pots, pans or any other object. 3. Scratching, hitting, jarring, or stressing the glass may weaken its structure causing an increased risk of breakage at a later time.” If the door glass is hit small fractures can occur and over time, the heat can cause the glass to expand and then finally to shatter. This can be avoided by carefully refraining from hitting the glass. Even if Ms. [redacted] manufacturer’s warranty were still in effect, such an occurrence would be excluded as it would indicate that the instructions in the owner’s manual were not followed. We would also like to note that although Ms. [redacted] noted that her glass has been replaced several times, we have no repair records on file under the information she provided. If the glass is not replaced properly, it can also cause the shattering she is speaking of. As far as the damage Ms. [redacted] mentioned in concerned, this would also have been excluded as a provision of the manufacturer’s warranty if this had occurred while the item was covered. At this time, we are willing to offer to waive half of the cost it would take for us to replace the door if Sears performs the repair. As an alternative, we are willing to discount the purchase of a new range from Sears by 15% off of the lowest price as a courtesy. This would apply in addition to current sales prices, but not to floor model, previously used, refurbished, clearance, close out or outlet merchandise. Should Md. [redacted] wish to accept one of our offers, she may contact me via email at [redacted] during normal business hours and I will make the necessary arrangements. We want to stress that both of these offers have been made a gesture of appreciation for Ms. [redacted] patronage and not an obligation. 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]
(The consumer indicated he/she DID NOT accept the response from the business.)
Refund was not provided, but told it would be done on multiple ocations.
November 11, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the...
delivery and installation of his range.It is unfortunate that we failed [redacted] expectations when he recently scheduled the delivery and installation of a range. We value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [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, the installation of the range was completed on October 17, 2015. We contacted [redacted], and due to the delay, we offered to add a one year protection agreement on the range; at no cost to [redacted]. He accepted the offer and we processed the protection agreement. [redacted] will receive a copy of the certificate within 3 – 4 weeks. 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]
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a
freezer purchased from Sears. [redacted] Sears Delivery Solutions,...
Support Specialist provided the following
response:I have been in contact with [redacted] manager of the Sears in Buffalo, who is working with [redacted] to resolve his concerns. [redacted] has agreed to assist [redacted]
to assist him with his freezer concerns. The store will process the exchange and
schedule delivery of the new freezer. That said, if [redacted] needs any
additional assistance we feel it is best that he contact [redacted] at
[redacted] or via email at [redacted] If I can be of any
additional assistance to [redacted] after the new unit has been delivered, he
can reach me at [redacted]. Since we have noted our response to [redacted] complaint, we ask that
this complaint be closed pending future contact. 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]
December 10,
2015Nita [redacted]RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10987435- David [redacted] Dear Ms.
[redacted]:We have
completed our investigation of Mr. [redacted] complaint regarding a recent
order. As...
clarification,
the terms of this offer were clear when it was presented to consumers prior to
placing their orders. The consumer was given a choice of the $100.00 credit or $200.00 in SYWR points. In fact, when placing the order,
the online sales system was set up to automatically default to the $100.00
credit so the consumer would have to choose the $200.00 in points if that is
what they wanted. The $100.00 credit was applied in their cart and it was
visible. Mr. [redacted] didn’t change it to reflect the $200.00 in points so
the $100.00 credit was applied to his order. This is also shown on the email
confirmation he was sent. It shows the promotions applied and it says: “Get
$100 off OR Members Choose
$200 back in points on Kenmore laundry front load pairs.” The issue seems to be
that due to a system error, the screen that confirms your order when you
finish, incorrectly stated that $200.00 in points had been earned. We want to
reiterate that this is after the terms were clearly noted at the beginning. At
this time, we are willing to provide Mr. [redacted] with $100.00 in SYWR
points as a courtesy, but we will not be issuing anything further. He does not
get both options; the offer was for one or the other. $200.00 was the maximum
value of this offer and that is what we are offering to provide Mr.
[redacted] with. If Mr. he is dissatisfied with that offer, we can pick up
his merchandise and provide him with a refund, which would make him whole. Should Mr. [redacted] wish to accept either
option, he may contact me via email at Tammie.[redacted]@searshc.com during normal business hours and I will make
the necessary arrangements. 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,Tammie [redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]Tammie.[redacted]@searshc.com
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 repair of...
her refrigerator.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted] District Operations Supervisor, who states the following:
I just spoke with Ms. [redacted]
She acknowledged her frustration regarding her member experience. I told her that although I couldn’t take back the experience, I appreciated her candor and fact that she cared enough to make us aware of our shortcomings.
[redacted] delivered the door handle on 12/29/2015. She stated that the refrigerator is not making the noise any longer and would just install the door herself. Ms. [redacted] thanked me for my concern.
I asked her if it would be okay to send her a $50.00 gift card and she accepted. The gift card will be processed and received within 7-10 business days to the address listed on this complaint. That being said, because we addressed Ms. [redacted] complaint, 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]
November 6,
2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have
completed our investigation of [redacted] rebuttal. Store Manager
[redacted] has agreed to provide [redacted] with the credit she has
requested in the interest of customer satisfaction. He still would like for it to
be noted that the signage specifically excluded the item [redacted] purchased
due to the already discounted pricing. [redacted] or his assistant [redacted] may be
reached during normal business ([redacted] if [redacted] wishes to make the
necessary arrangements. We appreciate the
opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/03/24) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
March 24, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding his extended warranty on his [redacted] elliptical.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Senior Case Manager for Online Services, who states the following:
First and foremost, I do want to apologize for the trouble this order has caused. I do show that on 02/22/2015 you had made a purchase for the [redacted] Elliptical and the 3-Year In-home B.E.S.T [redacted] Warranty for Ellipticals. The total of your order came to $1151.70. You had chosen to partial of your online payment using your Sears [redacted] account ending in [redacted] The amount of $1141.62 was paid with your Sears [redacted]. The remaining amount of $10.08 was paid using your Shop Your Way Rewards Card.
After researching your order, I do see that this order is a Sears.com item. Again, I do apologize for the false information given. If you would still like an exchange, I would be happy to processes this request for you. If you would like to have this set up, please email me back and I will process this request to the first available date. That being said, because we have addressed [redacted] concerns, 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]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] These problems have been going on for years and guess this is why Sears closed in Macon, GA and there is only on Kmart. I told them YEARS ago at Sears I would live to see the day Sears closed in Macon and guess what it did! So my problem is only one of many and this has been proven! I have 30K and sears tools and will never buy anything else from Sears or Kmart as they have proven more the once they do not care about the customer or they would hire people that did there job as both Sears and Kmart have employees more interested about getting you off the phone the help. If Kmart and Sears really cared the service would not be so poor in the last 20 or so years. I do not need Sears or Kmart as bad as they need people like me so I ordered a bicycle from Walmart! If Sears and Kmart do not change their ways and hire folks that will do their job Sears and Kmart will not be around much longer just like all but one store in Macon and there is not longer a good Sears in Macon other then a little catalog sales. Might be a good idea for all at Sears and Kmart to find another job including YOU! Wake up and smell the roses before it is too late!!!!!!!!!!!!!!!![redacted]
December
2, 2015Nita [redacted]RevDex.com330
North Wabash Ave., Ste. #2006Chicago,
IL 60611Re:
# 10886945 – Jim [redacted]Dear
Ms. [redacted]:We have
completed our investigation of Mr. [redacted]’s complaint regarding the service
on his range.After
reviewing the service history and discussing the issue with our product support
personnel, we authorized her for a replacement of the range under the terms of his
Master Protection Agreement (MPA) in the amount of $729.99. We have left
messages for Mr. [redacted] via voice mail and email of this decision and the
process to replace. I have left my direct contact info in all messages to Mr.
[redacted] in the event that he requires further assistance. At this time,
since it was our understanding that this resolution is acceptable to Mr.
[redacted]’s, we have closed our file.We
apologize to Mr. [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,Vanessa
L. [redacted]Regulatory
Complaint SpecialistSears
Holdings Corporation[redacted]
direct[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] latest rebuttal regarding Sears Home Services and repairs to her dishwasher. We reiterate that the information noted in our initial correspondence was gathered from our local service unit, notes provided by the technician and from Ms. [redacted] case notes. That said, Ms. [redacted] dishwasher is covered by a Sears Master Protection Agreement (MPA) until its scheduled expiration on March 3, 2017. Per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 completed service calls completed in a 12 month period where functional parts have been replaced. Since the dishwasher does not meet the criteria to be considered for replacement, we will not be providing Ms. [redacted] with a credit to be used to replace the dishwasher. Sears will continue to abide by the terms and conditions of the MPA and will service the dishwasher as requested. On February 13, 2016, a technician was dispatched to Ms. [redacted] home and noted that he instructed the consumer about hard water. This is why we recommended Lemi-Shine in our initial correspondence. If Ms. [redacted] still desires service, she can contact our appointment center at [redacted] Since we have noted our response to Ms. [redacted] rebuttal, we ask that this complaint remain closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
I am rejecting this response because: I agree of most of what they have responded. I was sold the warranty and the machine to be used on horse laundry. I understand that that is the sales departments fault and was told by the repairman that it happens all of the time because the sales people get commission to sell the warranty. My problem is that the repairman worked on my machine for at least 15 minutes and dismantled it and it no longer works. I am not asking for anything else but for the repairman to undo what he did when he worked on it. It worked and was just out of balance but after he worked on it for 15 minutes it doesn't get any power. I should not have a machine in a worse condition by calling a repair person than I would have had if I didn't call them. He knew it was in a barn and what it was used for before he touched and worked on the machine. If he felt so compelled to refuse to work on it, he should have made that decision before he touched my machine. As for the language, I have been pushed to the edge with the level of incompetency at Sears. All I want is to be in the same condition before I called sears, in order for me to have a real professional repair person fix it.
Complaint: [redacted]
Sincerely,
[redacted]
November 25, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611
[redacted]We have completed
our investigation of [redacted] complaint regarding the replacement amount
she was allotted for her microwave.We...
understand that
[redacted] was upset with the amount allotted to replace her microwave. Our
records also show that she contacted the Sears [redacted] (PABA) on November 4, 2015 and she was offered a Gift Card in the
amount of $20.00 for the $14.99 difference she paid for her replacement. We
show the gift card was processed that day and mailed to her physical address.
If [redacted] has not received that gift card she need only contact the PABA
office at [redacted]nd reference her case # [redacted] and thy will be happy
to help. Since we have provided [redacted] with a gift card for the difference
and she accepted this resolution we have closed our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
November 23, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10886303 – Geri
[redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the charge she paid to receive an estimate for repair on
her...
refrigerator.We would first clarify that the only reason for a refrigerator
to need Freon added, is because it has lost Freon and this happens because
there is some sort of leak in the sealed system that is allowing it to escape.
The sealed system is comprised mostly of the compressor and also the tubing
that carries the coolant throughout the refrigerator. So while Ms. [redacted]
might feel our estimate was incorrect, it sounds as if it was in fact accurate
and that the other company’s stopgap of refilling the Freon did not address the
underlying problem. With that said, while Ms. [redacted] may not have been
entitled to receive a refund, it does appear that our customer support team
possibly offered this as a courtesy. After this though, it looks like the offer
may have been rescinded. Since the offer was made, we felt it should be honored
and as such, we have issued a mailed bank check to the address listed on this
complaint. The check is for $81.00 and Ms. [redacted] should receive it within the
next 2-3 weeks. In the interim, since we have explained that the charges we assessed
for our diagnosis was correct and yet we provided Ms. [redacted] for a refund of
these charges that are normally non-refundable, we have closed our file.We apologize to Ms. [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
Complaint[redacted]
I am rejecting this response because: I find it completely unacceptable that a refund was not issued immediately and that I should have to wait for this duration of time to have my purchase refunded fully. I still have yet to receive any refund in the mail. mail is received on Saturday, so that should count as a business day. Today is day 6. First class mail takes 3 days to arrive, not 7 to 10. Again, I was due a gift card refund on another purchase from Sears, and the gift card NEVER arrived. This complaint will remain open until another resolution is offered.
Sincerely,
[redacted]
January 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the ** Washer. To clarify,...
like many retail stores Sears sells many different Brands, but unlike other retailers Sears is contracted by some of these manufactures to provide service for their warrantied items. Although at one time Sears was contracted with ** for any manufacture warranty service we no longer hold a contact with ** for their warranty service coverage. It is unfortunate that [redacted] washer did not live up to their expectations but since [redacted] is outside the 30 day return period we are unable to refund the purchase or exchange the ** washer. [redacted] will need to follow the manufactures warranty regarding service with ** at this time as Sears is not the manufacture of ** products. Since we have explained why we are not able to refund or exchange [redacted] washer as request we have closed our case. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered with the...
cancellation and return of his online order from our Market Place vendor.As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Our records indicate that [redacted]r placed the online order with [redacted] Electronics; however, [redacted]r was contacting Sears Customer Service to check the status of his order instead of contacting [redacted] Electronics. Since the order was through a Market Place vendor, we informed [redacted]r we would send a message to the vendor on his behalf and he should be contacted by the vendor within 48 hours. On October 3, 2015 [redacted]r contacted Sears again and requested to cancel the order since he had not received his order. Again, we informed [redacted]r that the message would be sent to the [redacted]r Electronics. On October 9, 2015 [redacted]r contacted Sears again and confirmed that he had received the order, but requested to return the order since he had previously requested the cancellation. [redacted] requested an immediate refund since he had already cancelled. We explained to [redacted]r that a refund could not be issued until the order is returned to the vendor. On October 12, 2015 [redacted]r provided the tracking number for the return of the order. According to our records, a credit of $120.17 was issued on October 20, 2015 to [redacted] credit card ending in [redacted] 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]r and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
[redacted]Sears Holdings Corporation[redacted]
April 21, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding the exchange of his mower.
We have received [redacted]...
[redacted] complaint and apologize that his mower has failed sooner than expected. Because of the issues with his mower, Sears is able to exchange the mower, however, the mower will need to be free from oil and gas. We would like to note that our return policy for lawn and garden equipment is as follows:
All 4 cycle gas powered Lawn & Garden equipment that has had gas in the machine will not be returned to the store. If the unit is defective the unit will need to be taken to our local repair facility for inspection and repair.
Unfortunately, we are not able to accept a mower with gas in it due and [redacted] will need to remove the gas prior to returning the unit. 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]
Complaint: [redacted]
I am rejecting this response because:This new mower is a piece of junk. If they read their own online reviews they would see that the issue is a common problem. The mower line should be recalled. Sears does not stand behind their own products and their "policies" are anti-consumer.
Sincerely,
[redacted]
December 1, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 10887526 –
Beverly [redacted] Dear Ms. [redacted]:We have
completed the investigation of Ms. [redacted]’s complaint regarding her
dissatisfaction at being informed that repairs...
needed for her mower would not
be covered under her warranty due to our
determination that the failure was due to the mower was operated with
little or no oil.Ms. [redacted] is correct that her owner’s manual states to
change the engine oil every 25 hours or season. This is listed on page 13
Maintenance. There are also several footnotes listed at that statement
indicating the following; Change oil more often if operating under a heavy load
or in high temperatures, Service more often if operating in dirty or dusty
conditions and finally to read the entire Lubrication section of the owner’s
manual. We would also like to point out that the Maintenance schedule chart
also states to check the engine oil before each use. It is important to note that a standard mower engine can
easily last from three to four mowing seasons without excessive wear if the oil
is changed every season, and routine maintenance actions are taken. In diagnosing mowers that are brought in for
repair, we utilize extensive yearly training that is provided to us by the
manufacturer. This training enables us
to recognize and accurately diagnose internal engine damages. The internal conditions of an engine leave
tell-tale signs when proper operating procedures are not followed; we just
report the facts as we find them since the evidence discovered is
incontrovertible and can vary from what our customers might tell us. For example, tracks from dirt ingestion occur
from the failure to replace an air filter and this is evident regardless of
whether a customer changes the filter before sending it in for
maintenance. In other words, we do not
have to see a dirty filter in order to deduce that the mower was operated with
one. In the case of improper lubrication, metal transfers
from the cylinder walls and pistons, and the overall condition of the
crankshaft and piston bearings, can be an indicator that proper lubrication was
not performed. Additionally, oil
splatter paddles on the crankshaft are examined to see if they show the black
oily carbon deposits that would indicate that oils have been cooked because of
excessive temperatures due to lack of lubrication. When we see evidence of these conditions, we
can conclude without a doubt that an engine has been operated under the
conditions of little lubrication or improper maintenance and this is regardless
of whether the mower had any remaining oil removed before it was brought in for
service or if new oil was added after the fact. The engine locked up due to low or no oil being used.
The warranty for the mower
specifically notes that ''Repairs necessary because of accident or failure to
operate or maintain the product according to all supplied instructions'' are
not covered. Additionally, the owner’s
manual notes that the oil level should be checked frequently; particularly when
operating the mower in temperatures above 80 degrees. In addition to checking the oil, the condition
of the oil should also be checked at the same time. There are many factors that can lead to
excess oil consumption or for the oil to “breakdown” and cease providing the
necessary lubrication and one should never assume that the oil or the oil level
is okay without verifying this. It
is also important to note that operation of the mower in temperatures above 80 degrees can result in increased oil consumption and the most of the summer according to
the weather archives the temperatures in her area of Georgia averaged above the
mid 80’s or higher. Additionally oil
consumption can increase dependent upon the condition of the mower and outside
factors such as the presence of a dry or dusty environment. The reason the manual advises to check oil
levels frequently is because proper lubrication is so important and there is
always a chance that the mower may have been tipped causing some of the oil to
run out in between uses. We would also
note that the basic oil shipped with the mower operates best in temperatures
under 80 degrees; higher grade oil can be substituted if the customer chooses
to make this decision and purchase a synthetic oil. We are unsure as to whether Ms. [redacted] used
the oil that came with her mower or not, but we just wanted to make sure that she
knew the quality of the oil could affect the consumption and performance. With
that said, we provided Ms. [redacted] with an estimate to repair of $288.10 plus
tax to replace the engine. since we have
provided an explanation for why Ms. [redacted]’s repairs are not covered and why
we are unable to provide her with a free repair or exchange we have closed our
file.We apologize to Ms. [redacted] and appreciate the opportunity to address
this matter. Please feel free to contact
me if you have any further questions or concerns.Sincerely,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
directVanessa.L.[redacted]@searshc.com