May 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the charges she incurred for the repair of her tractor....
We would clarify that when a consumer contacts us to schedule a repair, we inform them that the diagnostic fee includes an inspection of the unit. We also explain that the technician will then provide our customer with the total cost to repair the unit to include the diagnosis, parts, labor, and any applicable sales tax. We will also guarantee the repair and parts for 90 days. Should the customer decide not to complete the repair, they will only be responsible for the diagnostic fee. It does not state that this fee will be deducted (or credited) from the estimate and we have never deducted it; instead the fee is incorporated into the job code for that repair. When we checked current prices in Ms. [redacted] area for tractor repair, it shows a $96.00 minimum fee. That covers our expenses to travel to the home and assess the tractor. Once we give an estimate, the job code then figures in the additional amount needed for the repair. In Ms. [redacted] case the job code to install a starter is set at $194.00; which again includes diagnosis, labor and tax. With that said, our technician provided Ms. [redacted] an estimate prior to the repair and she gave her approval for the work we estimated. As such, a refund is not something we would be obligated to provide. However, we did find that there are some areas that have a 20% coupon available online that Ms. [redacted] could have received if she had provided this to the technician at the time of service, as a one-time customer courtesy we did discount her service 20% off. This was processed in the form of a credit she should receive it within 5-10 business days; $80.70. In the interim, since we have provided a courtesy adjustment even though the work was authorized, we have closed our file. 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] direct [redacted].[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:
I can buy things at sears setup a repair appointment they don't call or show up to do the repair and make up statements that are not true that's how they treat their customers not a very good way to run a businessThey should come and repair the door that never lined up with the other door witch I wish I would have seen it was defective on the day they delivered it I would not have never accepted the frigerator and we would have this problem now Sincerely,
[redacted]
December 8, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]
[redacted]We have completed the investigation of [redacted] complaint regarding the parts ordered for her dishwasher.Upon...
receiving [redacted] complaint, we have researched her repair and see where parts were ordered on June 18, 2015. It should be noted that the parts were returned and have been received. Because we value [redacted] patronage, we have placed the order for racks and will cover the cost. The parts should be received within 7-10 business days to the address listed on this complaint. That being said, because we have provided [redacted] with her requested resolution, 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]
March 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint...
regarding some [redacted] tool she wished to receive replacements for. District Manager [redacted] provided the following response: I have spoken with [redacted] and I advised him that if he will bring the 12 broken screw drivers to the Fort Payne location, comparable replacements will be provided. This is a provision of the [redacted] Guarantee and I would like to apologize for any previous misunderstanding. Should [redacted] need to speak with me ([redacted]) I may be reached at [redacted] during normal business hours. In light of the aforementioned information, 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] Regulatory Complaint Specialist Sears Holdings Corporation
February 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the service on her refrigerator....
After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the refrigerator. A replacement was processed on February 16, 2016 and delivery is set for February 23, 2016 and Ms. [redacted] has been provided with my direct contact information if she has any questions. Since it was our understanding that this resolution met with Ms. [redacted] approval, we have closed our file. We apologize to Ms. [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]
Complaint: 11123028I am rejecting this response because: This dryer was functioning prior to the maintenance work done by Sears. The house and dryer were inspected prior to the maintenance being performed, at which time the prior owner was moved out of the home. Accordingly, the maintenance performed by Sears was directly related to the lack of functioning, and yet Sears is refusing to honor any warranty for their services. Quite frankly, I would never choose to pay for Sears to perform any service after their maintenance personnel broke the dryer, and then their customer service representatives repeatedly cancelled follow-up appointments while fabricating calls made by me that allegedly requested such cancellation. A 20% discount on services that are required due to Sears' own negligence is unacceptable.Sincerely,Andrew [redacted]
May 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his denied service claim under his Sears Home...
Warranty for his refrigerator. We would first like to point out that [redacted] Services is the obligor of the Sears Home Services Home Warranty Program (SHS HW Program), as the obligor they would be the agency responsible for administering the contractual obligation of the SHS HW Program. This is clearly stated under the terms and conditions of [redacted] contract. The obligor’s research and investigation found that [redacted] Sears Home Warranty became effective on April 7, 2016. On April 11, 2016 [redacted] opened a claim for his refrigerator stating it was not working. A service technician came out to the home on April 18, 2016 to examine the refrigerator and found that the refrigerator without any Freon at all and both the condensing motor and the fan blade broken. The claim was denied as a known pre-existing condition due to the fact that the refrigerator could not have been in good working condition prior to the effective date of April 7, 2016. The fact that it was completely out of Freon is indication alone as when a refrigerator starts losing Freon it will manifest none cooling issues for several weeks before it stops working completely. The claim is denied as it was determined that this was a pre-existing condition. Per the terms of the warranty agreement, we will cover a pre-existing mechanical failure provided the failure could not have been detected by visual inspection or simple mechanical test prior to the effective date of the Agreement, however, being that the failures reported occurs over time and could not have occurred within 4 days of the agreement’s effective date, the claim will not be addressed. Since we have explained why [redacted] claim was denied 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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Judi [redacted] #11000914 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal regarding Sears Home Services and repairs to her washer. It is important to note that per our associate directory, we do not have a Brian [redacted] listed. When a consumer files a complaint with a Regulatory Agency, the complaint is addressed by a member of the Regulatory Compliance Team. That said, there is not another escalated department who can assist Ms. [redacted], there is no further point of escalation. As noted in our initial correspondence, our technicians have been unable to identify a wiring issue somewhere within the wiring harness. Therefore we have processed a refund of the funds paid to Sears Home Services, which should post to her account in the next 5 to 7 days. At this time, since we have noted our response to Ms. [redacted]’s rebuttal, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] [redacted] We have completed the investigation of [redacted]’s 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 has informed me that she
has had two appointments set up with [redacted] to select a replacement
freezer, but he has not been able to come in due to his work schedule. That
said, we reiterate that [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] In his rebuttal [redacted] notes food loss, we feel it is
important to note that the freezer is not covered by a Sears Protection
Agreement, and the manufacturer’s warranty does not provide for food loss
reimbursement. Additionally, Sears Home Services has no records if servicing
the freezer [redacted] notes as a lemon in his complaint. I invite [redacted]
to contact me for additional assistance; I can be reached at [redacted] If [redacted] 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]’s 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]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Outlet and a refund for a returned dishwasher. [redacted] Manager...
of the West Covina Sears Outlet provided the following response: It is my understanding that [redacted] has been contacted and refunded for his purchase noted in his complaint. We have attached a copy of the refund sales check for review. If I can be of any further assistance, I invite [redacted] to contact me at [redacted] Since we have refunded [redacted], we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 15, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Johanna [redacted] - #
10951255Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’ complaint regarding her range.Ms. [redacted] was scheduled
to have her repair completed today, December 15, 2015, but when the technician
arrived, no one was home. As clarification, even though Ms. [redacted] would like
her range replaced, she is only entitled to a repair. Furthermore, Sears Home Services has made
several efforts to fulfill their obligation under the Master Protection
Agreement (MPA) to repair the range, but Ms. [redacted] has not been readily
available for service. When Ms. [redacted]’
schedule permits, she can call District
Operations Manager Craig [redacted] at [redacted] to schedule an
appointment to have her repair completed.
In the interim, since we are unable to complete the repair to Ms. [redacted]
range without her cooperation, we ask that this matter be closed. We appreciate the
opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] rebuttal regarding Sears Home Services and a service call to diagnose his washer. The now cancelled Master Protection Agreement will replace a covered item once the criteria for replacement have been met. Per the MPA, a covered item is eligible for replacement once there have been four service calls with functional parts replaced within a 12 month period. The MPA states verbatim: NO LEMON GUARANTEE. In accordance with the foregoing provisions, at your request we will replace your Covered Product under this MPA after three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall. Your request for replacement of a Covered Product must occur within sixty (60) days from its last product failure. To secure authorization, call [redacted] washer has had one service call competed. As we noted, the washer was placed in test mode and its functionality was tested. The washer’s internal computer did not provide any fault codes, therefore working properly. The technician called into Sears Technical Assistance Center and spoke with a senior technician who concluded that since the no fault codes were reported, the washer was working as expected. Additionally the water was tested and no issues were noted. I contacted our Protection Agreement Business Administration Office and inquired about [redacted] cancelled MPA. Notes from the office indicate that [redacted] cancelled his MPA after he was told that Sears would not replace his washer. The Protection Agreement Business Administration Office has also advised that the protection agreement can be reinstated by calling the office at [redacted] It is important to note that the washer is a high efficiency ([redacted] unit which requires the use of ** detergent as noted on the front page of the Owner’s Manual. Let us also clarify that Sears has a 30 day return policy on appliances, therefore if [redacted] would have contacted Sears within 30 days we could have exchanged the washer or another model could have been selected. Lastly, we again reiterate that since the washer’s internal computer did not return any fault codes, we will not be replacing the washer. If [redacted] concerns continue, he can schedule another service call be calling [redacted] Since we have noted the results of our investigation, 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]
Complaint: [redacted]
I am rejecting this response because: I'll accept their offer HOWEVER they haven't sent anything to me other than the response to this Revdex.com complaint. Once they send me the refund I will close the complaint.
Sincerely,
[redacted]
February 8, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her allegation that she was not...
provided with a copy of our return policy. We would first clarify that it is the consumer’s responsibility to make themselves familiar with a retailer’s return policy prior to making a purchase. Because return policies can change and leave register tape that is outdated and can no longer be used, we no longer print our return policy on our register receipts and have not done so for some time. Instead, we have it posted online and it is accessible in our stores, and if asked, our associates can provide consumers with all the details applicable to their purchases. With that said, our records indicate that while Ms. [redacted] had passed the 30 day timeline in which a refund was an option, since she was only a short time outside that when she first requested a refund, a courtesy exception was made for her and a refund was processed on December 13, 2015, as a mailed bank check. She should have received that check within approximately 7-10 business days and we would assume she received it since we do not show she called back to indicate she did not. With that said, since Ms. [redacted] was provided with her requested resolution, 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,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
April 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her refrigerator. [redacted] carries a Master Protection...
Agreement (MPA) on her refrigerator, which she received as a replacement on July 12, 2013. While the MPA provides for a replacement when certain criteria are met, there are limitations to the coverage that prohibit repair or replacement. Below is an excerpt from the MPA pertaining to [redacted] situation: 13. LIMITATIONS OF COVERAGE THAT APPLIES TO ALL PLANS. THIS AGREEMENT DOES NOT COVER. c. Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature. Furthermore, there is no stipulation in the MPA providing for a third-party service provider to corroborate or dispute a Sears’ technician’s findings. If [redacted] chooses to have another service provider examine her refrigerator, she will be financially responsible for the cost. Additionally, the Sears technician consulted with Sears Technical Assistance Center (STAC) in regard to [redacted] refrigerator, and after reviewing the technician’s findings, they determined that an environmental issue was damaging the copper tubing. With that said, while we empathize with [redacted] she is not entitled to a replacement or any repairs related to the sulfur issue. As this decision is final and commensurate to the terms of the MPA, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and the problems he...
encountered when scheduling installation for his appliances. It is unfortunate that we failed [redacted] expectations when he recently scheduled the installation of his dishwasher and range hood. 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 dishwasher and microwave installation were completed on February 20, 2016 which was signed off by [redacted]. With that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] expectations. Since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:1. It is not true that SEARS would have replaced my washer, if contacted in 30 days. Because I did complain in couple of weeks online SEARS protection website. I was told to try different detergents. It was their service personal from chat help. But their suggestions did not help. Then a service appointment was also scheduled. You can find it in your record. But with it was much after first 30 days and for some conflict of time, I had to cancel the appointment. Never those time I was told about option to replace or return. [ Note from the beginning I am using ** detergent as suggested ]2. Immediately after cancelling protection plan, I wanted to reinstate it. SEARs still denying it. Can they explain why?3. Finally, I challenge there way of testing the product. Computer diagnosis showing no error code means nothing about its performance. Washer is simply not doing its job, that is, clean the dirty clothing. When I proved it is failing to do its job, SEARS must replace the product of fix it. If not I will have to take next steps, which could be a lot of things including legal action.
Sincerely,
[redacted]
February 3, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Larry [redacted] - #11021318 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal to our previous response. Upon receiving Mr. [redacted]’s follow-up concerns, we scheduled a repair appointment online at SearsHomeServices.com. Mr. [redacted] is currently scheduled for February 9, 2015 between 8am and 12pm; this was the soonest appointment available. If the appointment is not convenient, Mr. [redacted] can go online and cancel and/or reschedule the appointment. Or, Mr. [redacted] can call [redacted], which is a different telephone number from the one originally provide, and request a cancellation or reschedule. With that said, since Mr. [redacted] has been scheduled for service and provided with two means of contacting Sears Home Services, we ask that this matter be closed. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Contact Name and Title: [redacted]
Contact Phone[redacted]
April 25, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mrs[redacted]...
complaint regarding her recent purchase of a stove with installation.
We would first like to apologize for failing Mrs[redacted] expectations when she purchased a stove from her local Sears Hometown store. We value Mrs[redacted] patronage and can understand her frustration with the events detailed in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After forwarding this matter to Store # [redacted], the District Manager was able to speak with Mr[redacted] regarding the misunderstanding. To resolve this matter, the District Manager issued a refund of $89.00 which he accepted. Additionally, we hope that in the future the [redacted] will allow us another opportunity to provide them with a better example of customer service that we have built our reputation upon. Should Mrs[redacted] have any questions or concerns, she may contact us directly at [redacted] In the interim, since it is our understanding that this resolution met with Mrs[redacted] approval, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
May 3, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delay in receiving her refund for the return of...
the washer she ordered online. Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We investigated and received confirmation that the washer was returned. Regrettably, due to a system glitch, we discovered that the refund was not automatically issued. On April 29, 2016 we manually processed [redacted] a credit of $624.79 to her credit card ending in [redacted]. The credit should post to her account with 3 – 5 business days. With that being said, since we have addressed the issue brought forth in [redacted]’ complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the charges she incurred for the repair of her tractor....
We would clarify that when a consumer contacts us to schedule a repair, we inform them that the diagnostic fee includes an inspection of the unit. We also explain that the technician will then provide our customer with the total cost to repair the unit to include the diagnosis, parts, labor, and any applicable sales tax. We will also guarantee the repair and parts for 90 days. Should the customer decide not to complete the repair, they will only be responsible for the diagnostic fee. It does not state that this fee will be deducted (or credited) from the estimate and we have never deducted it; instead the fee is incorporated into the job code for that repair. When we checked current prices in Ms. [redacted] area for tractor repair, it shows a $96.00 minimum fee. That covers our expenses to travel to the home and assess the tractor. Once we give an estimate, the job code then figures in the additional amount needed for the repair. In Ms. [redacted] case the job code to install a starter is set at $194.00; which again includes diagnosis, labor and tax. With that said, our technician provided Ms. [redacted] an estimate prior to the repair and she gave her approval for the work we estimated. As such, a refund is not something we would be obligated to provide. However, we did find that there are some areas that have a 20% coupon available online that Ms. [redacted] could have received if she had provided this to the technician at the time of service, as a one-time customer courtesy we did discount her service 20% off. This was processed in the form of a credit she should receive it within 5-10 business days; $80.70. In the interim, since we have provided a courtesy adjustment even though the work was authorized, we have closed our file. 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] direct [redacted].[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:
I can buy things at sears setup a repair appointment they don't call or show up to do the repair and make up statements that are not true that's how they treat their customers not a very good way to run a businessThey should come and repair the door that never lined up with the other door witch I wish I would have seen it was defective on the day they delivered it I would not have never accepted the frigerator and we would have this problem now Sincerely,
[redacted]
December 8, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]
[redacted]We have completed the investigation of [redacted] complaint regarding the parts ordered for her dishwasher.Upon...
receiving [redacted] complaint, we have researched her repair and see where parts were ordered on June 18, 2015. It should be noted that the parts were returned and have been received. Because we value [redacted] patronage, we have placed the order for racks and will cover the cost. The parts should be received within 7-10 business days to the address listed on this complaint. That being said, because we have provided [redacted] with her requested resolution, 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]
March 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint...
regarding some [redacted] tool she wished to receive replacements for. District Manager [redacted] provided the following response: I have spoken with [redacted] and I advised him that if he will bring the 12 broken screw drivers to the Fort Payne location, comparable replacements will be provided. This is a provision of the [redacted] Guarantee and I would like to apologize for any previous misunderstanding. Should [redacted] need to speak with me ([redacted]) I may be reached at [redacted] during normal business hours. In light of the aforementioned information, 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] Regulatory Complaint Specialist Sears Holdings Corporation
February 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding the service on her refrigerator....
After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the refrigerator. A replacement was processed on February 16, 2016 and delivery is set for February 23, 2016 and Ms. [redacted] has been provided with my direct contact information if she has any questions. Since it was our understanding that this resolution met with Ms. [redacted] approval, we have closed our file. We apologize to Ms. [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]
Complaint: 11123028I am rejecting this response because: This dryer was functioning prior to the maintenance work done by Sears. The house and dryer were inspected prior to the maintenance being performed, at which time the prior owner was moved out of the home. Accordingly, the maintenance performed by Sears was directly related to the lack of functioning, and yet Sears is refusing to honor any warranty for their services. Quite frankly, I would never choose to pay for Sears to perform any service after their maintenance personnel broke the dryer, and then their customer service representatives repeatedly cancelled follow-up appointments while fabricating calls made by me that allegedly requested such cancellation. A 20% discount on services that are required due to Sears' own negligence is unacceptable.Sincerely,Andrew [redacted]
May 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his denied service claim under his Sears Home...
Warranty for his refrigerator. We would first like to point out that [redacted] Services is the obligor of the Sears Home Services Home Warranty Program (SHS HW Program), as the obligor they would be the agency responsible for administering the contractual obligation of the SHS HW Program. This is clearly stated under the terms and conditions of [redacted] contract. The obligor’s research and investigation found that [redacted] Sears Home Warranty became effective on April 7, 2016. On April 11, 2016 [redacted] opened a claim for his refrigerator stating it was not working. A service technician came out to the home on April 18, 2016 to examine the refrigerator and found that the refrigerator without any Freon at all and both the condensing motor and the fan blade broken. The claim was denied as a known pre-existing condition due to the fact that the refrigerator could not have been in good working condition prior to the effective date of April 7, 2016. The fact that it was completely out of Freon is indication alone as when a refrigerator starts losing Freon it will manifest none cooling issues for several weeks before it stops working completely. The claim is denied as it was determined that this was a pre-existing condition. Per the terms of the warranty agreement, we will cover a pre-existing mechanical failure provided the failure could not have been detected by visual inspection or simple mechanical test prior to the effective date of the Agreement, however, being that the failures reported occurs over time and could not have occurred within 4 days of the agreement’s effective date, the claim will not be addressed. Since we have explained why [redacted] claim was denied 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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Judi [redacted] #11000914 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal regarding Sears Home Services and repairs to her washer. It is important to note that per our associate directory, we do not have a Brian [redacted] listed. When a consumer files a complaint with a Regulatory Agency, the complaint is addressed by a member of the Regulatory Compliance Team. That said, there is not another escalated department who can assist Ms. [redacted], there is no further point of escalation. As noted in our initial correspondence, our technicians have been unable to identify a wiring issue somewhere within the wiring harness. Therefore we have processed a refund of the funds paid to Sears Home Services, which should post to her account in the next 5 to 7 days. At this time, since we have noted our response to Ms. [redacted]’s rebuttal, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] [redacted] We have completed the investigation of [redacted]’s 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 has informed me that she
has had two appointments set up with [redacted] to select a replacement
freezer, but he has not been able to come in due to his work schedule. That
said, we reiterate that [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] In his rebuttal [redacted] notes food loss, we feel it is
important to note that the freezer is not covered by a Sears Protection
Agreement, and the manufacturer’s warranty does not provide for food loss
reimbursement. Additionally, Sears Home Services has no records if servicing
the freezer [redacted] notes as a lemon in his complaint. I invite [redacted]
to contact me for additional assistance; I can be reached at [redacted] If [redacted] 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]’s 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]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Outlet and a refund for a returned dishwasher. [redacted] Manager...
of the West Covina Sears Outlet provided the following response: It is my understanding that [redacted] has been contacted and refunded for his purchase noted in his complaint. We have attached a copy of the refund sales check for review. If I can be of any further assistance, I invite [redacted] to contact me at [redacted] Since we have refunded [redacted], we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
December 15, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: Johanna [redacted] - #
10951255Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’ complaint regarding her range.Ms. [redacted] was scheduled
to have her repair completed today, December 15, 2015, but when the technician
arrived, no one was home. As clarification, even though Ms. [redacted] would like
her range replaced, she is only entitled to a repair. Furthermore, Sears Home Services has made
several efforts to fulfill their obligation under the Master Protection
Agreement (MPA) to repair the range, but Ms. [redacted] has not been readily
available for service. When Ms. [redacted]’
schedule permits, she can call District
Operations Manager Craig [redacted] at [redacted] to schedule an
appointment to have her repair completed.
In the interim, since we are unable to complete the repair to Ms. [redacted]
range without her cooperation, we ask that this matter be closed. We appreciate the
opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints
Specialist
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] rebuttal regarding Sears Home Services and a service call to diagnose his washer. The now cancelled Master Protection Agreement will replace a covered item once the criteria for replacement have been met. Per the MPA, a covered item is eligible for replacement once there have been four service calls with functional parts replaced within a 12 month period. The MPA states verbatim: NO LEMON GUARANTEE. In accordance with the foregoing provisions, at your request we will replace your Covered Product under this MPA after three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall. Your request for replacement of a Covered Product must occur within sixty (60) days from its last product failure. To secure authorization, call [redacted] washer has had one service call competed. As we noted, the washer was placed in test mode and its functionality was tested. The washer’s internal computer did not provide any fault codes, therefore working properly. The technician called into Sears Technical Assistance Center and spoke with a senior technician who concluded that since the no fault codes were reported, the washer was working as expected. Additionally the water was tested and no issues were noted. I contacted our Protection Agreement Business Administration Office and inquired about [redacted] cancelled MPA. Notes from the office indicate that [redacted] cancelled his MPA after he was told that Sears would not replace his washer. The Protection Agreement Business Administration Office has also advised that the protection agreement can be reinstated by calling the office at [redacted] It is important to note that the washer is a high efficiency ([redacted] unit which requires the use of ** detergent as noted on the front page of the Owner’s Manual. Let us also clarify that Sears has a 30 day return policy on appliances, therefore if [redacted] would have contacted Sears within 30 days we could have exchanged the washer or another model could have been selected. Lastly, we again reiterate that since the washer’s internal computer did not return any fault codes, we will not be replacing the washer. If [redacted] concerns continue, he can schedule another service call be calling [redacted] Since we have noted the results of our investigation, 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]
Complaint: [redacted]
I am rejecting this response because: I'll accept their offer HOWEVER they haven't sent anything to me other than the response to this Revdex.com complaint. Once they send me the refund I will close the complaint.
Sincerely,
[redacted]
February 8, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her allegation that she was not...
provided with a copy of our return policy. We would first clarify that it is the consumer’s responsibility to make themselves familiar with a retailer’s return policy prior to making a purchase. Because return policies can change and leave register tape that is outdated and can no longer be used, we no longer print our return policy on our register receipts and have not done so for some time. Instead, we have it posted online and it is accessible in our stores, and if asked, our associates can provide consumers with all the details applicable to their purchases. With that said, our records indicate that while Ms. [redacted] had passed the 30 day timeline in which a refund was an option, since she was only a short time outside that when she first requested a refund, a courtesy exception was made for her and a refund was processed on December 13, 2015, as a mailed bank check. She should have received that check within approximately 7-10 business days and we would assume she received it since we do not show she called back to indicate she did not. With that said, since Ms. [redacted] was provided with her requested resolution, 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,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
April 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her refrigerator. [redacted] carries a Master Protection...
Agreement (MPA) on her refrigerator, which she received as a replacement on July 12, 2013. While the MPA provides for a replacement when certain criteria are met, there are limitations to the coverage that prohibit repair or replacement. Below is an excerpt from the MPA pertaining to [redacted] situation: 13. LIMITATIONS OF COVERAGE THAT APPLIES TO ALL PLANS. THIS AGREEMENT DOES NOT COVER. c. Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature. Furthermore, there is no stipulation in the MPA providing for a third-party service provider to corroborate or dispute a Sears’ technician’s findings. If [redacted] chooses to have another service provider examine her refrigerator, she will be financially responsible for the cost. Additionally, the Sears technician consulted with Sears Technical Assistance Center (STAC) in regard to [redacted] refrigerator, and after reviewing the technician’s findings, they determined that an environmental issue was damaging the copper tubing. With that said, while we empathize with [redacted] she is not entitled to a replacement or any repairs related to the sulfur issue. As this decision is final and commensurate to the terms of the MPA, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and the problems he...
encountered when scheduling installation for his appliances. It is unfortunate that we failed [redacted] expectations when he recently scheduled the installation of his dishwasher and range hood. 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 dishwasher and microwave installation were completed on February 20, 2016 which was signed off by [redacted]. With that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] expectations. Since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:1. It is not true that SEARS would have replaced my washer, if contacted in 30 days. Because I did complain in couple of weeks online SEARS protection website. I was told to try different detergents. It was their service personal from chat help. But their suggestions did not help. Then a service appointment was also scheduled. You can find it in your record. But with it was much after first 30 days and for some conflict of time, I had to cancel the appointment. Never those time I was told about option to replace or return. [ Note from the beginning I am using ** detergent as suggested ]2. Immediately after cancelling protection plan, I wanted to reinstate it. SEARs still denying it. Can they explain why?3. Finally, I challenge there way of testing the product. Computer diagnosis showing no error code means nothing about its performance. Washer is simply not doing its job, that is, clean the dirty clothing. When I proved it is failing to do its job, SEARS must replace the product of fix it. If not I will have to take next steps, which could be a lot of things including legal action.
Sincerely,
[redacted]
February 3, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Larry [redacted] - #11021318 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s rebuttal to our previous response. Upon receiving Mr. [redacted]’s follow-up concerns, we scheduled a repair appointment online at SearsHomeServices.com. Mr. [redacted] is currently scheduled for February 9, 2015 between 8am and 12pm; this was the soonest appointment available. If the appointment is not convenient, Mr. [redacted] can go online and cancel and/or reschedule the appointment. Or, Mr. [redacted] can call [redacted], which is a different telephone number from the one originally provide, and request a cancellation or reschedule. With that said, since Mr. [redacted] has been scheduled for service and provided with two means of contacting Sears Home Services, we ask that this matter be closed. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Contact Name and Title: [redacted]
Contact Phone[redacted]
April 25, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mrs[redacted]...
complaint regarding her recent purchase of a stove with installation.
We would first like to apologize for failing Mrs[redacted] expectations when she purchased a stove from her local Sears Hometown store. We value Mrs[redacted] patronage and can understand her frustration with the events detailed in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After forwarding this matter to Store # [redacted], the District Manager was able to speak with Mr[redacted] regarding the misunderstanding. To resolve this matter, the District Manager issued a refund of $89.00 which he accepted. Additionally, we hope that in the future the [redacted] will allow us another opportunity to provide them with a better example of customer service that we have built our reputation upon. Should Mrs[redacted] have any questions or concerns, she may contact us directly at [redacted] In the interim, since it is our understanding that this resolution met with Mrs[redacted] approval, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
May 3, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delay in receiving her refund for the return of...
the washer she ordered online. Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We investigated and received confirmation that the washer was returned. Regrettably, due to a system glitch, we discovered that the refund was not automatically issued. On April 29, 2016 we manually processed [redacted] a credit of $624.79 to her credit card ending in [redacted]. The credit should post to her account with 3 – 5 business days. With that being said, since we have addressed the issue brought forth in [redacted]’ complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]