February 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent order....
We apologize for the issues Ms. [redacted] experienced with her order. We want to assure her that we have forwarded her comments to the appropriate parties so that we may prevent further such occurrences. That said, a refund check was sent to Ms. [redacted] on January 26, 2016 since we could not get the credit to go through on her [redacted] account. In light of the aforementioned information, we respectfully ask that this matter be considered 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, 2015/03/19) */
Contact Name and Title: [redacted]
March 19, 2015
[redacted]
[redacted]
[redacted]
We have completed the investigation of...
[redacted] complaint regarding his washer repair.
First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his washer. Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded [redacted]'s complaint to the District Service Manager for review and are confident that his concerns will be thoroughly addressed. Due to the issues notes in [redacted]'s complaint, we have processed a full refund for the repair in question. Accordingly, a credit for $516.30 was submitted on March 19, 2015, and should post to [redacted] account ending in [redacted] within the next 5-7 days. In summary, since we have documented [redacted]'s concerns with the repair process and processed the requested refund, we ask to have this matter closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
November 11, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed
our investigation of [redacted] complaint regarding service for her
refrigerator.It is unfortunate that we failed [redacted]...
[redacted] expectations when she scheduled service for her
refrigerator. We value [redacted] patronage,
but can understand how the series of events noted in her complaint has caused her
to lose faith in Sears. We regret that this incident occurred, but we can
assure [redacted] that her
concerns 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 she was treated and that we truly regret any
inconvenience. Upon receipt of [redacted]’ complaint, we found that service was completed on October 21, 2015;
our service technician replaced the fan motor of the refrigerator. We also
found that her request for food loss reimbursement was approved in the amount
of $119.94 and a check was processed on October 22, 2015 as well as a gift card
in the amount of $50.00 that was processed on November 2, 2015. Since we have
repaired [redacted] refrigerator, provided her with the requested food loss
reimbursement as well as a $50.00 gift card for her inconvenience, 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]
[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]’s complaint regarding a pressure washer purchased from Sears. Mr. [redacted] purchased...
the pressure washer noted in his complaint on February 3, 2012 and it was covered by the manufacturers 2 year warranty which expired on February 3, 2014. Sears has contracted with [redacted] Doc in Saint Peters to service our local carry in consumers with their gas powered equipment service needs. That said, I contacted [redacted] from [redacted] Doc to get information from the initial April 2015 service call as well as the service call from last month. I was informed that on April 17, 2015 the pressure washer was dropped off for service. The complaint was that the pressure washer was leaking oil from the air filter and the hose had a kink. The hose was repaired and the technician removed the excess oil from the crank case as it had been overfilled. Once repaired, the unit was picked up. Sears provided Mr. [redacted] with a complimentary 3 month Repair Protection Agreement (RPA) which expired on August 3, 2015. In April 2016, Mr. [redacted] returned to [redacted] Doc and checked in the pressure washer. The complaint was that oil was leaking from the air filter. It is important to note that oil leaking from the oil filter is an indication that the crankcase has been overfilled with oil or the unit has been tipped over causing the oil leak. [redacted] Doc informed me that oil in the engine was not clean and there was too much oil again found in the crankcase. The dirty oil untimely caused internal damage to the cylinder. If the proper maintance procedures noted in the Owner’s Manual would have been followed, the problems Mr. [redacted] experienced would not have occurred. The unit is not covered by any coverage and Sears will not be having the unit repaired at no cost. Since we have noted our response to Mr. [redacted]’s 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 Adam.[redacted]@searshc.com
November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have been unable to complete the investigation of [redacted]
complaint regarding her recent order....
As clarification, our site clearly displays
who the seller of each item. Our return policy notes that the consumer is
subject to each seller’s individual return policy and any disputes must be
addressed with the seller. That said, we will intervene in some cases in the interest
of customer service. We appreciate [redacted] patronage and we have issued a full
refund in the amount of $28.68. This credit should reflect in 3-5 business
days. In light of the aforementioned information, we respectfully ask that this
matter remain 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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his refrigerator. Our research shows that there has...
been one service repair for [redacted] refrigerator. In September 2015, Our service technician did document that the doors were not sealing properly and a gasket seal was ordered and sent to [redacted] to the repair address on file of [redacted]. We attempted to schedule a service technician back out to install the gasket on October 3, 2016 but were unable to make this appointment and requested to reschedule the appointment with [redacted] and were informed by someone at the number [redacted] that they had used another provider to install the part. Our records show no contact from [redacted] until December 29, 2015 when he called in to inquire about service but as our system shows the call was lost after one minute no service order was opened. There is no other contact from [redacted] until the receipt of this complaint. We would expect our customer’s to inform Sears when a repair does not fix an appliance and with-in a reasonable time or at least with-in the first 90 days after a repair was completed. That being said since we have no record indicating [redacted] continued to have problems with the refrigerator doors after the service in September 2015 and he is now 3 months outside the warranty period and it has been six months since the last service, [redacted] will be responsible for any repairs to his refrigerator. Since we have explained why we will not be servicing [redacted] refrigerator at no cost nor will we be providing a two year service agreement, 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]
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent order. ...
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. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. The seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listings. Our Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual return policies, which are accessible via a link on the page for the item. As such, we would not be required to honor Mr. [redacted] request. However, we want to make sure that the vendors selling merchandise on our website are responding to any member concerns. According to our records, the seller, [redacted] has responded to Mr. [redacted] but he did not like their reply. We did see that a $100.00 adjustment was applied to his account on January 21, 2016 as a courtesy. If Mr. [redacted] has any further concerns, he would need to address with the seller, [redacted] according to the Terms of Service for our site, they are responsible for any seller issues and he is subject to their individual return policy. [redacted] may be reached at [redacted] or via email at [redacted] In closure, 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] Specialist, Regulatory Complaints [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears Outlet. [redacted], Sears Delivery...
Solutions, Support Specialist provided the following response: After receiving [redacted] complaint I reviewed the sales checks associated with the purchase and have processed a refund. That said, [redacted] has been provided with her requested refund of $160.43 will post to her Sears [redacted] account ending in [redacted] in the next 3-5 business days. We apologize that this issue was not resolved sooner. Since we have provided [redacted] with her requested resolution, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding the replacement of her mower.Upon receiving Ms. [redacted]’s complaint, we...
escalated her concerns to [redacted], Carry-In Team Lead. Mr. [redacted] contacted Ms. [redacted] and discussed her concerns. He determined that the replacement was not created properly so he authorized a replacement in the amount of $619.99. That being said, because we have provided Ms. [redacted] with her requested 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][email protected]
Complaint: 11105035
I am rejecting this response because: as long as Sears rents it's aged banner then they have a level of accountability for merchants they approve to subject customers too.
Sincerely,
Kevin [redacted]
February 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. [redacted] Chicago, IL 60611 Re: 11112375 - Joan [redacted] Dear Ms. [redacted]: We have not fully completed our investigation of Ms. [redacted]’s complaint regarding service experience....
We apologize for the delay in responding to this complaint. We are currently waiting the completion of service for Ms. [redacted]’s washer. At her requested we have set service for Wednesday February 24, 2016 with a senior tech to address the issues she is having with her washer. We apologize again 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 Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Initial Business Response /* (1000, 10, 2015/03/04) */
March 4, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his...
recent order.
As clarification, we partner with [redacted] Inc. by providing merchandise and transmitting data for qualifying purchases so those points may be awarded. We are not responsible for rewarding any points involved with that program. However, we are interested in consumer satisfaction and we wanted to make sure that there was no error on our part in transmitting [redacted] information to [redacted] so we contacted them to inquire regarding his missing points. [redacted] tracked [redacted] order and found that he failed to check out properly. He shopped using a coupon code or link from the [redacted] site, which is not affiliated with [redacted]; therefore, the order would not qualify as it would need to have been placed from the merchant's website as noted in the program's terms of use. At this time, [redacted] would need to speak with [redacted] Inc. regarding any issues he has with this his rewards account. We cannot provide further assistance. As such, 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.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find both Sears and [redacted] unethical and unprofessional on how they do business and treat their consumers. I actually opened a Revdex.com complaint on [redacted] in Boston as well as Sears. Both have accepted no accountability and both blame each other as if the customer is at fault. Both have given conflicting information and have given absolutely no proof as to how this transaction was purchased. They state I used a coupon and used a site I have never heard of. I actually had my IT dept look at my PC and this site has never been accessed on my PC. If are hiding behind false information to avoid paying me my 6,500 miles.
You lured me into making a $500.00 plus purchase and then refuse to follow through and blame the consumer with no actual proof. I have copied [redacted]'s response so you can see that it conflicts with yours. this is when a company becomes unethical and not transparent to their consumer and decides to not to act in a the right way.
Message from Business:
When [redacted] reached out to us to report his missing rewards for a Sears purchase dated 12/12/2014, we sent the order out for research through our aggregator to Sears. After research, Sears analyzed that this order (Order #[redacted]) was not attributed to Mileageplus Shopping. Since [redacted] never got the commission for this order, we were unable to reward [redacted] on this order. Per our contact at the aggregator who manages this merchant - "This order was tracked to a coupon and deal site." The aggregator has a unique view into tracking orders since they can see exactly where the consumer clicked before completing the purchase. If they are saying that the order is ineligible for rewards through Mileageplus Shopping, we cannot contest that.
Thanks,
[redacted]
They are blaming you and you are blaming them. who ever is working this case for Sears should be ashamed of themselves for the deceitfulness you use to avoid paying a customer what they are owed. I am pursing a case with the [redacted] office in Boston to do an investigation on the scam and fraud you are both committing on the public. I will do additional research on the state laws of Illinois to investigate you too. this is customer service at the lowest!! I hope millions of other consumers read this on line to see how an unethical company operates. I do not accept this resolution and you consider this case closed!
Final Business Response /* (4000, 14, 2015/03/10) */
March 10, 2015
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal.
We have spoken with [redacted] and in the interest of customer satisfaction, we have arranged for them to credit the points due to [redacted] Mileage account based on what he spent. These points should reflect within 2 weeks. Since we have granted [redacted] request, we respectfully ask that this matter remain 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]
March 3, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his service experience for...
his new cooktop. We apologize for the delay in responding to this complaint. We have determined that the cracked cook top is a thermal heat break and not an impact break which would not be covered under his warranty. We have contacted [redacted] and at his request set service for March 15, 2016. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted]’ issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time. We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Carry In Service and repairs to his mower. Sears Carry In Service...
records indicate that on March 22, 2016, our small engine repair technician found that there was no oil in [redacted] lawnmower engine. Upon further investigation our small engine repair team removed the head and found that the knocking was due to the fact that the engine cylinder had been scored due to lack of lubrication. This is not covered by the warranty. In summary, it is always the consumer’s responsibility to check the engine fluids and make sure that they are at the fill level before operating any type of equipment. Since the engine damage is due to insufficient amount of oil within the engine, we will not be able to repair the mower at no charge. We have provided a copy of the mowers warranty for review. Since we have noted our response to [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]
November 10, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding the bill he received stemming from a repair that was
scheduled...
on his dishwasher.We would note that when we ordered the warrantied parts
for [redacted] dishwasher, we collected the amount to cover our minimum fee
for the trip and diagnoses, but we did not collect the remaining $70.05 for the
labor to install the part as this would have been collected when the technician
returned to install the part. However, since the technician never returned, the
service order did not close out until someone manually went in and took care of
this. The way it was closed, it made it appear that we had installed the parts
that were ordered when it should have been closed as if the parts were
installed by [redacted], which would have negated any fees for labor. When Mr.
[redacted] disputed the $70.05 amount he was billed, our National Support Center
cleared his record on September 24, 2015, and he should not have received any
further correspondence related to this debt since then. We would also note that
we do not report our collection information to any of the major credit report
agencies so any bill that was sent would not have affected his credit report.
If [redacted] does receive any further correspondence or has any questions, he
is welcome to contact me at [redacted] or via phone at [redacted] In the interim, since we have removed the charge
from [redacted] record, we have closed our file.We apologize to [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
April 5, 2016
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted] We have completed the investigation of [redacted] rebuttal to the response we provided. We apologize that we did not go into detail in our prior response, but to clarify, the charge for the part was not an overcharge. It was the correct price and the same price that all of our customers pay nationwide for the same part if they have repairs done in their home from our onsite product repair business. We do not feel there is a reason to provide this part to [redacted] for less than every other customer of ours has to pay from this specific business that we operate. The parts we sell through Sears PartsDirect, are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricing. The parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use them. Additionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing it. For example, in the case of electronic controls boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part. When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that part. So if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refund. This retail price then reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some way. Some parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expenses. It is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves. In [redacted] case, she agreed to our estimate so she accepted the charges and as such, would not be entitled to receive a refund simply because she does not now like the price that we charged for the part. While we are regretful that she remains dissatisfied, since our position is fair considering again that this is the same price all of our other customers paid that had an “in home” repair for the same issue, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
Complaint: 10997482
I am rejecting this response because: refrigerator is defective and sears technicians are not able to fix the problem.
Sincerely,
Alicja [redacted]
Complaint: [redacted]
I am rejecting this response because:We do not trust the Sears Company to have their employees try to fix the stove gas leak since they caused the problem in the first place. Originally, the burners on the stove did not work and so the Sears technicians came out several times, pulled the stove out each time, which caused the gas line to leak. Sears won't provide any compensation because the leak occurred after their 30 day policy.The fact is that the company only cares about their limited time policy, not the safety of their customers. The gas leak could have been catastrophic. So, we will no longer purchase or do any business with Sears.
Sincerely,
[redacted]
January 4, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #10990129 – John [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding alleged damage done to his vehicle at one of our auto...
centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to Matthew [redacted], Assistant Auto Center Manager of Unit# 6745 who attempted to call Mr. [redacted]. Mr. [redacted] states that Mr. [redacted] was told verbally that he had a gas leak when the vehicle was rung out but that nothing was noted on the paperwork. It should be noted that the leak was located midway on the drivers rear door away from the pinch welds (lift points). There was also no evidence that the line was crushed by lifting the vehicle but rather the line was simply rusted through and leaking from age, not damage. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
December 21, 2015 [redacted] Revdex.com [redacted] Chicago, IL 60611 Re: # [redacted]-William [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding...
his recliner. Us Quality was adamant that the recliner cannot be repaired each time we have talked to them they have maintained the same each time we have spoken with them. In the interest of resolving this issue, we are willing to allow Mr. [redacted] to select another recliner sold at Sears with a selling price of up to $1600.00 to be provided in exchange for his old chair. Once Mr. [redacted] has made his selection, he may contact me at the email address noted below and the necessary arrangements will be made. Our full selection of power recliners is listed on our website. 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 Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com [redacted]
February 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent order....
We apologize for the issues Ms. [redacted] experienced with her order. We want to assure her that we have forwarded her comments to the appropriate parties so that we may prevent further such occurrences. That said, a refund check was sent to Ms. [redacted] on January 26, 2016 since we could not get the credit to go through on her [redacted] account. In light of the aforementioned information, we respectfully ask that this matter be considered 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, 2015/03/19) */
Contact Name and Title: [redacted]
March 19, 2015
[redacted]
[redacted]
[redacted]
We have completed the investigation of...
[redacted] complaint regarding his washer repair.
First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his washer. Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded [redacted]'s complaint to the District Service Manager for review and are confident that his concerns will be thoroughly addressed. Due to the issues notes in [redacted]'s complaint, we have processed a full refund for the repair in question. Accordingly, a credit for $516.30 was submitted on March 19, 2015, and should post to [redacted] account ending in [redacted] within the next 5-7 days. In summary, since we have documented [redacted]'s concerns with the repair process and processed the requested refund, we ask to have this matter closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
November 11, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed
our investigation of [redacted] complaint regarding service for her
refrigerator.It is unfortunate that we failed [redacted]...
[redacted] expectations when she scheduled service for her
refrigerator. We value [redacted] patronage,
but can understand how the series of events noted in her complaint has caused her
to lose faith in Sears. We regret that this incident occurred, but we can
assure [redacted] that her
concerns 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 she was treated and that we truly regret any
inconvenience. Upon receipt of [redacted]’ complaint, we found that service was completed on October 21, 2015;
our service technician replaced the fan motor of the refrigerator. We also
found that her request for food loss reimbursement was approved in the amount
of $119.94 and a check was processed on October 22, 2015 as well as a gift card
in the amount of $50.00 that was processed on November 2, 2015. Since we have
repaired [redacted] refrigerator, provided her with the requested food loss
reimbursement as well as a $50.00 gift card for her inconvenience, 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]
[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]’s complaint regarding a pressure washer purchased from Sears. Mr. [redacted] purchased...
the pressure washer noted in his complaint on February 3, 2012 and it was covered by the manufacturers 2 year warranty which expired on February 3, 2014. Sears has contracted with [redacted] Doc in Saint Peters to service our local carry in consumers with their gas powered equipment service needs. That said, I contacted [redacted] from [redacted] Doc to get information from the initial April 2015 service call as well as the service call from last month. I was informed that on April 17, 2015 the pressure washer was dropped off for service. The complaint was that the pressure washer was leaking oil from the air filter and the hose had a kink. The hose was repaired and the technician removed the excess oil from the crank case as it had been overfilled. Once repaired, the unit was picked up. Sears provided Mr. [redacted] with a complimentary 3 month Repair Protection Agreement (RPA) which expired on August 3, 2015. In April 2016, Mr. [redacted] returned to [redacted] Doc and checked in the pressure washer. The complaint was that oil was leaking from the air filter. It is important to note that oil leaking from the oil filter is an indication that the crankcase has been overfilled with oil or the unit has been tipped over causing the oil leak. [redacted] Doc informed me that oil in the engine was not clean and there was too much oil again found in the crankcase. The dirty oil untimely caused internal damage to the cylinder. If the proper maintance procedures noted in the Owner’s Manual would have been followed, the problems Mr. [redacted] experienced would not have occurred. The unit is not covered by any coverage and Sears will not be having the unit repaired at no cost. Since we have noted our response to Mr. [redacted]’s 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 Adam.[redacted]@searshc.com
November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have been unable to complete the investigation of [redacted]
complaint regarding her recent order....
As clarification, our site clearly displays
who the seller of each item. Our return policy notes that the consumer is
subject to each seller’s individual return policy and any disputes must be
addressed with the seller. That said, we will intervene in some cases in the interest
of customer service. We appreciate [redacted] patronage and we have issued a full
refund in the amount of $28.68. This credit should reflect in 3-5 business
days. In light of the aforementioned information, we respectfully ask that this
matter remain 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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his refrigerator. Our research shows that there has...
been one service repair for [redacted] refrigerator. In September 2015, Our service technician did document that the doors were not sealing properly and a gasket seal was ordered and sent to [redacted] to the repair address on file of [redacted]. We attempted to schedule a service technician back out to install the gasket on October 3, 2016 but were unable to make this appointment and requested to reschedule the appointment with [redacted] and were informed by someone at the number [redacted] that they had used another provider to install the part. Our records show no contact from [redacted] until December 29, 2015 when he called in to inquire about service but as our system shows the call was lost after one minute no service order was opened. There is no other contact from [redacted] until the receipt of this complaint. We would expect our customer’s to inform Sears when a repair does not fix an appliance and with-in a reasonable time or at least with-in the first 90 days after a repair was completed. That being said since we have no record indicating [redacted] continued to have problems with the refrigerator doors after the service in September 2015 and he is now 3 months outside the warranty period and it has been six months since the last service, [redacted] will be responsible for any repairs to his refrigerator. Since we have explained why we will not be servicing [redacted] refrigerator at no cost nor will we be providing a two year service agreement, 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]
February 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent order. ...
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. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. The seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listings. Our Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual return policies, which are accessible via a link on the page for the item. As such, we would not be required to honor Mr. [redacted] request. However, we want to make sure that the vendors selling merchandise on our website are responding to any member concerns. According to our records, the seller, [redacted] has responded to Mr. [redacted] but he did not like their reply. We did see that a $100.00 adjustment was applied to his account on January 21, 2016 as a courtesy. If Mr. [redacted] has any further concerns, he would need to address with the seller, [redacted] according to the Terms of Service for our site, they are responsible for any seller issues and he is subject to their individual return policy. [redacted] may be reached at [redacted] or via email at [redacted] In closure, 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] Specialist, Regulatory Complaints [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears Outlet. [redacted], Sears Delivery...
Solutions, Support Specialist provided the following response: After receiving [redacted] complaint I reviewed the sales checks associated with the purchase and have processed a refund. That said, [redacted] has been provided with her requested refund of $160.43 will post to her Sears [redacted] account ending in [redacted] in the next 3-5 business days. We apologize that this issue was not resolved sooner. Since we have provided [redacted] with her requested resolution, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding the replacement of her mower.Upon receiving Ms. [redacted]’s complaint, we...
escalated her concerns to [redacted], Carry-In Team Lead. Mr. [redacted] contacted Ms. [redacted] and discussed her concerns. He determined that the replacement was not created properly so he authorized a replacement in the amount of $619.99. That being said, because we have provided Ms. [redacted] with her requested 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][email protected]
Complaint: 11105035
I am rejecting this response because: as long as Sears rents it's aged banner then they have a level of accountability for merchants they approve to subject customers too.
Sincerely,
Kevin [redacted]
February 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. [redacted] Chicago, IL 60611 Re: 11112375 - Joan [redacted] Dear Ms. [redacted]: We have not fully completed our investigation of Ms. [redacted]’s complaint regarding service experience....
We apologize for the delay in responding to this complaint. We are currently waiting the completion of service for Ms. [redacted]’s washer. At her requested we have set service for Wednesday February 24, 2016 with a senior tech to address the issues she is having with her washer. We apologize again 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 Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Initial Business Response /* (1000, 10, 2015/03/04) */
March 4, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his...
recent order.
As clarification, we partner with [redacted] Inc. by providing merchandise and transmitting data for qualifying purchases so those points may be awarded. We are not responsible for rewarding any points involved with that program. However, we are interested in consumer satisfaction and we wanted to make sure that there was no error on our part in transmitting [redacted] information to [redacted] so we contacted them to inquire regarding his missing points. [redacted] tracked [redacted] order and found that he failed to check out properly. He shopped using a coupon code or link from the [redacted] site, which is not affiliated with [redacted]; therefore, the order would not qualify as it would need to have been placed from the merchant's website as noted in the program's terms of use. At this time, [redacted] would need to speak with [redacted] Inc. regarding any issues he has with this his rewards account. We cannot provide further assistance. As such, 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.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find both Sears and [redacted] unethical and unprofessional on how they do business and treat their consumers. I actually opened a Revdex.com complaint on [redacted] in Boston as well as Sears. Both have accepted no accountability and both blame each other as if the customer is at fault. Both have given conflicting information and have given absolutely no proof as to how this transaction was purchased. They state I used a coupon and used a site I have never heard of. I actually had my IT dept look at my PC and this site has never been accessed on my PC. If are hiding behind false information to avoid paying me my 6,500 miles.
You lured me into making a $500.00 plus purchase and then refuse to follow through and blame the consumer with no actual proof. I have copied [redacted]'s response so you can see that it conflicts with yours. this is when a company becomes unethical and not transparent to their consumer and decides to not to act in a the right way.
Message from Business:
When [redacted] reached out to us to report his missing rewards for a Sears purchase dated 12/12/2014, we sent the order out for research through our aggregator to Sears. After research, Sears analyzed that this order (Order #[redacted]) was not attributed to Mileageplus Shopping. Since [redacted] never got the commission for this order, we were unable to reward [redacted] on this order. Per our contact at the aggregator who manages this merchant - "This order was tracked to a coupon and deal site." The aggregator has a unique view into tracking orders since they can see exactly where the consumer clicked before completing the purchase. If they are saying that the order is ineligible for rewards through Mileageplus Shopping, we cannot contest that.
Thanks,
[redacted]
They are blaming you and you are blaming them. who ever is working this case for Sears should be ashamed of themselves for the deceitfulness you use to avoid paying a customer what they are owed. I am pursing a case with the [redacted] office in Boston to do an investigation on the scam and fraud you are both committing on the public. I will do additional research on the state laws of Illinois to investigate you too. this is customer service at the lowest!! I hope millions of other consumers read this on line to see how an unethical company operates. I do not accept this resolution and you consider this case closed!
Final Business Response /* (4000, 14, 2015/03/10) */
March 10, 2015
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal.
We have spoken with [redacted] and in the interest of customer satisfaction, we have arranged for them to credit the points due to [redacted] Mileage account based on what he spent. These points should reflect within 2 weeks. Since we have granted [redacted] request, we respectfully ask that this matter remain 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]
March 3, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his service experience for...
his new cooktop. We apologize for the delay in responding to this complaint. We have determined that the cracked cook top is a thermal heat break and not an impact break which would not be covered under his warranty. We have contacted [redacted] and at his request set service for March 15, 2016. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted]’ issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time. We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Carry In Service and repairs to his mower. Sears Carry In Service...
records indicate that on March 22, 2016, our small engine repair technician found that there was no oil in [redacted] lawnmower engine. Upon further investigation our small engine repair team removed the head and found that the knocking was due to the fact that the engine cylinder had been scored due to lack of lubrication. This is not covered by the warranty. In summary, it is always the consumer’s responsibility to check the engine fluids and make sure that they are at the fill level before operating any type of equipment. Since the engine damage is due to insufficient amount of oil within the engine, we will not be able to repair the mower at no charge. We have provided a copy of the mowers warranty for review. Since we have noted our response to [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]
November 10, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding the bill he received stemming from a repair that was
scheduled...
on his dishwasher.We would note that when we ordered the warrantied parts
for [redacted] dishwasher, we collected the amount to cover our minimum fee
for the trip and diagnoses, but we did not collect the remaining $70.05 for the
labor to install the part as this would have been collected when the technician
returned to install the part. However, since the technician never returned, the
service order did not close out until someone manually went in and took care of
this. The way it was closed, it made it appear that we had installed the parts
that were ordered when it should have been closed as if the parts were
installed by [redacted], which would have negated any fees for labor. When Mr.
[redacted] disputed the $70.05 amount he was billed, our National Support Center
cleared his record on September 24, 2015, and he should not have received any
further correspondence related to this debt since then. We would also note that
we do not report our collection information to any of the major credit report
agencies so any bill that was sent would not have affected his credit report.
If [redacted] does receive any further correspondence or has any questions, he
is welcome to contact me at [redacted] or via phone at [redacted] In the interim, since we have removed the charge
from [redacted] record, we have closed our file.We apologize to [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
April 5, 2016
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted] We have completed the investigation of [redacted] rebuttal to the response we provided. We apologize that we did not go into detail in our prior response, but to clarify, the charge for the part was not an overcharge. It was the correct price and the same price that all of our customers pay nationwide for the same part if they have repairs done in their home from our onsite product repair business. We do not feel there is a reason to provide this part to [redacted] for less than every other customer of ours has to pay from this specific business that we operate. The parts we sell through Sears PartsDirect, are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricing. The parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use them. Additionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing it. For example, in the case of electronic controls boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part. When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that part. So if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refund. This retail price then reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some way. Some parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expenses. It is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves. In [redacted] case, she agreed to our estimate so she accepted the charges and as such, would not be entitled to receive a refund simply because she does not now like the price that we charged for the part. While we are regretful that she remains dissatisfied, since our position is fair considering again that this is the same price all of our other customers paid that had an “in home” repair for the same issue, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]
Complaint: 10997482
I am rejecting this response because: refrigerator is defective and sears technicians are not able to fix the problem.
Sincerely,
Alicja [redacted]
Complaint: [redacted]
I am rejecting this response because:We do not trust the Sears Company to have their employees try to fix the stove gas leak since they caused the problem in the first place. Originally, the burners on the stove did not work and so the Sears technicians came out several times, pulled the stove out each time, which caused the gas line to leak. Sears won't provide any compensation because the leak occurred after their 30 day policy.The fact is that the company only cares about their limited time policy, not the safety of their customers. The gas leak could have been catastrophic. So, we will no longer purchase or do any business with Sears.
Sincerely,
[redacted]
January 4, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #10990129 – John [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding alleged damage done to his vehicle at one of our auto...
centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to Matthew [redacted], Assistant Auto Center Manager of Unit# 6745 who attempted to call Mr. [redacted]. Mr. [redacted] states that Mr. [redacted] was told verbally that he had a gas leak when the vehicle was rung out but that nothing was noted on the paperwork. It should be noted that the leak was located midway on the drivers rear door away from the pinch welds (lift points). There was also no evidence that the line was crushed by lifting the vehicle but rather the line was simply rusted through and leaking from age, not damage. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
December 21, 2015 [redacted] Revdex.com [redacted] Chicago, IL 60611 Re: # [redacted]-William [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding...
his recliner. Us Quality was adamant that the recliner cannot be repaired each time we have talked to them they have maintained the same each time we have spoken with them. In the interest of resolving this issue, we are willing to allow Mr. [redacted] to select another recliner sold at Sears with a selling price of up to $1600.00 to be provided in exchange for his old chair. Once Mr. [redacted] has made his selection, he may contact me at the email address noted below and the necessary arrangements will be made. Our full selection of power recliners is listed on our website. 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 Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com [redacted]