A & E Factory Services

Initial Business Response /* (1000, 12, 2015/07/06) */
July 6, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - [redacted]
Dear Ms.[redacted]:
We have completed the investigation of Mr. [redacted]'s complaint...

regarding his dissatisfaction with the problem encountered when he recently scheduled a refrigerator repair.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently scheduled a refrigerator repair. We value Mr. [redacted]'s 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 Mr. [redacted] may have experienced when he discovered that his appointment had been removed from the technician's route. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We researched and our records indicate that the technician called our routing department regarding the issue. The service order was immediately scheduled back on the technician's route and the refrigerator was serviced on June 18, 2015. With that being said, since we have addressed the complaint brought forth in Mr. [redacted]'s complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
A&E Factory Services
XXX-XXX-XXXX direct

February 9, 2017   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted] A. [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed our investigation of Ms. [redacted]’ complaint regarding her refrigerator repair.   It...

is regrettable that we failed Ms. [redacted]’ expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. [redacted]’ patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly.  We sincerely apologize for any inconvenience we may have caused Ms. [redacted].   Upon receiving Ms. [redacted]’ complaint, we contacted the local service unit for assistance.  Stephanie with 4766 responded that she spoke with Ms. [redacted] on February 8, 2017, and explained that the part was found locally.  Ms. [redacted] advised that she no longer needed service; she had another service provider repair her refrigerator.  She further stated that the service provider installed a different part than what the Sears technician ordered.  If Ms. [redacted] can provide a copy of the repair invoice from the other service provider showing that a different part was replaced that what our Sears technician ordered, we will refund her the $100.00.  Ms. [redacted] can send a copy of the invoice to [redacted].[redacted]@searshc.com.  In the interim, since we have documented Ms. [redacted]’ concerns with the repair process and proposed the aforementioned fair resolution, we ask that this matter be closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.     Sincerely, [redacted] Regulatory Complaints Specialist

November 17, 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...

non-receipt of a service refund.   First, we would like to apologize to Ms. [redacted] for failing her expectations when she contacted Sears Home Services to repair her dishwasher. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience this situation may have caused her.   Upon researching Ms. [redacted] concerns, we found that prior to receiving her complaint; the service unit processed a refund request.  Our records show that [redacted] with [redacted] submitted a credit request in the amount of $325.83 on November 14, 2016.  Ms. [redacted] should see a credit post to her Sears account ending in [redacted] in the next five to seven days.  With that said, since we have corrected our oversight and processed the aforementioned refund, we ask that this matter be closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.     Sincerely, [redacted] Regulatory Complaints Specialist

February 14, 2017 [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 the bill she received for a co-pay that she...

had already made to our technician. We would like to explain that we do periodic audits of deposits and envelopes sent in by our technicians. There are times that there appears to be a discrepancy in what was collected and it can mean that a bill gets sent if a payment cannot be confirmed. In Ms. [redacted] case, this must have been confirmed prior to our receipt of her complaint since we did not find that any balance was outstanding or awaiting payment. If she receives any further correspondence related to this debt dated after today, she is welcome to contact me via email or phone so that I can assist on her behalf. We are not sure what caused the bill in the first place, but since it has been removed from her record, and would not have had any impact on her credit history as we do not report to any of the three main credit reporting agencies, 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 ComplaintsDirect Line: [redacted]Email: [redacted]

Initial Business Response /* (1000, 11, 2015/09/21) */
September 21, 2015
[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 dissatisfaction with the multiple service attempts on her window AC unit and the charges she incurred on an in-warranty repair.
Upon receipt of Ms.[redacted] complaint we reached out to[redacted] Support Specialist for Unit [redacted], to assist with Ms.[redacted] concerns. Ms[redacted] researched and discovered that the service order is listed as a cash call and not an in-warranty service call. Since we are contracted by [redacted] to service the window AC unit, she contacted [redacted] to correct the issue. [redacted] confirmed that the service order was created correctly as an in-warranty repair, but transferred as a cash call. Once the form of payment was corrected between Frigidaire and [redacted], we were able to issue Ms.[redacted] a refund for the service call. On September 21, 2015 we issued Ms.[redacted] a $284.42 credit to her credit card ending in [redacted] Ms.[redacted] should receive the refund within 3 - 5 business days.
With that being said, we are contracted by [redacted] to provide warranty service and any questions regarding her request for additional service, would have to be directed to [redacted]. Since we have no other responsibilities, other than to provide service and this has already been done, we ask to have this matter 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
A&E Factory Service
XXX-XXX-XXXX direct
Initial Consumer Rebuttal /* (2000, 13, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response of the company and have received my refund from them. I have contacted Frigidaire directly and they have contacted another repair service to fix my problem as the system is now out of warranty. I am not happy that A-1 could not properly diagnose the problem and it was such a hassel. A-1 has horrible customer service and their technicians are rude and poorly trained in fixing items sold by [redacted] as the part that was replaced was not what was wrong with the unit

April 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services. 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.   We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted]. On April 6, 2016, a Sears technician returned to [redacted] home to examine his washer.  He found that the detergent dispenser was in place and that the unit was operating properly.  No repair was necessary.  With that said, since we have confirmed that [redacted] washer is intact and performing according to the manufacturer’s specifications, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist

Initial Business Response /* (1000, 16, 2015/09/29) */
September 29, 2015
[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 his allegation that he should be refunded for a board that he was charged for that ended up not being needed after a later repair was completed.
We understand that Mr.[redacted] might find the charges confusing since they involve not only his collect call but also calls completed under a service contract that was purchased during the first repair. To clarify, on our initial visit we charged Mr.[redacted] $161.76 for the board, $154.00 for labor, and then $286.31 for 3 years of coverage under an A&E Repair Protection Agreement (ANE RPA). The amount collected for the ANE RPA is also applicable to coverage purchased for the matching dryer for the same length of time. Because he had the ANE RPA subsequent repairs on the washer were covered under the understanding that the original problem was fixed and the washer was in good working order. In fact the contract states that it only applies if the item is in good working order.
If the ANE RPA was not in place, then the subsequent calls would have been covered under our normal 90-day guarantee for service. This guarantee ensures that the consumer is not charged any further for labor and only has to pay part charges for a different part. So when the different board was installed, it had a cost of $162.38 and while Mr.[redacted] may have been refunded for the original one for $161.76 with the tax if he did not have the ANE RPA, he would have been charged for the new board, and the price on that with the tax would have been more at $175.39. So clearly he would not have received a refund of any monies.
Additionally, as we stated, if the original part was refunded, then it would imply that the washer was not in good working order which means the ANE RPA would not have covered the subsequent repairs, so again, Mr.[redacted] would not have received a refund for the part. We assume he thinks he would receive a refund since the first part was paid for before his coverage was applied, but we have explained that is not the case. Since we have explained why Mr.[redacted] would not receive a refund for the only part that we collected money on, we have closed our file.
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]
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: [redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 18, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] does not understand the complaint. The serviceman mis-diagnosed the problem, ordered a board to correct the problem which did not correct the problem. Why should I pay for the servicemans mistake. It has nothing to do with me purchasing a warranty policy after the fact. Sears needs to admit the mistake and refund me for the board plus tax.Summery of charges, 1st call July 21 $227.91, 2nd call July 29 $12.86, 3rd call Aug. 6 $361.31 ($286.31 warranty policy), Aug. 24, installed correct board at no charge (warranty).
Final Consumer Response /* (4200, 22, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is obvious to me that it is very hard for the average customer to beat the establishment. They fight for every penny. In other industries the customer is always right. In this case the service man made a mistake, and the company will not admit it. The customer pays the price. Warranty does no good. It was a waste of money. The whole thing is a rip-off. The only thing I can do is protect other people through Consumer Report and Social media. I am never going to win. Close this case.
Final Business Response /* (4000, 20, 2015/10/05) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
October 5, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted]

Dear Ms. [redacted]
We have completed the investigation of Mr.[redacted] rebuttal to the response we provided.
We apologize if we were not clear, but if we refund Mr.[redacted] for the part in question, that means we need to charge him for the one that was installed under the contract. Again, the contract only applied if the item was in good working order. If in fact it was still not repaired from the first repair, then the subsequent repair with the other part would not have been covered under the ANE RPA and he would have had to have paid for the difference between the parts. Since it does not make sense at this point to refund Mr.[redacted] then turn around and charge him more than he was refunded, we have left the service calls as they are with the last one showing under the ANE RPA. If Mr.[redacted] wants to insist on a refund, then he will owe us $13.61. This is the difference between what we charged him for the first board of $161.76 and the second board which was $175.37 with the tax. If he insists, we can bill him for the $13.61. Otherwise, we would recommend that he leave the service order as is, showing that the repair was covered under the ANE RPA rather than having it under the 90-day service guarantee.
Again, we apologize to Mr.[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: [redacted]@searshc.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/10) */
Contact Name and Title: [redacted]
June 10, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted] -# XXXXXXXX
Dear Ms. [redacted]
We have completed our investigation...

Mr. [redacted]' complaint regarding his dissatisfaction with A&E Factory Service.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of wine cooler. Additionally, we would like to assure Mr. [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. We do not take these matters lightly and we forwarded Mr. [redacted]' concerns to the District Service Manager (DSM) for further review. On June 9, 2015, DSM [redacted] spoke with Mr. [redacted] regarding the issues he experienced. Ms.[redacted] apologized and advised that she would not bill Mr. [redacted] for the part or the trip fee. Mr. [redacted] responded that his resolution met with his approval. With that said, we ask to have this matter closed.
Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/09/30) */
Contact Name and Title:[redacted]
Contact Email: [redacted]
September 30, 2015
[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 dissatisfaction at having her service appointment rescheduled for her dishwasher.
We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause this to happen, most commonly it is due to a technician calling in sick or leaving early due to illness, truck problems including breakdowns, and a technician that ends up needing to spend a longer amount of time at one stop. In the event that something of this nature does happen, we do try to identify the possibility of a cancellation as soon as we are able so that we can notify the affected parties as quickly as possible. Our service records indicate that Ms.[redacted] dishwasher was repaired on September 17, 2015 and is now working as designed. At this time, since we have noted Ms.[redacted] concerns and we have explained why her issue may have occurred, 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 Complaints Specialist
Direct Line:[redacted]

[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] rebuttal.   We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to the complaint.  As clarification, the item in question was never purchased at Sears and the ** warranty contract to service it is not held by Sears or A&E Factory Service.  A&E Factory Service is one of several service companies contracted by ** to provide warranty service and any questions regarding the terms of the service warranty and the application of the warranty, would have to be directed to **. A&E Factory service will not be replacing her ** Dryer and this case remains closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.     Sincerely,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Initial Business Response /* (1000, 8, 2015/06/01) */
June 1, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - [redacted] B [redacted]

Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding...

her dissatisfaction with the delay of the repair of her washer due to multiple reschedules.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [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. [redacted] Higgins, District Operations Manager from service unit 8409, made multiple attempts to contact Ms. [redacted] and left voicemails with his contact information. Since she has not responded, we are unable to discuss her concerns regarding the rescheduled appointments.
As clarification, the warranty to service the washer is not held by A&E Factory Service. We are contracted by Lowe's to provide warranty service and any questions regarding her request for a replacement or the terms of the manufacturer's warranty, would have to be directed to Lowe's. With that being said, our records show that on May 15, 2015 our technician completed the repair and confirmed that it is working within specifications. Since we have no other responsibilities, other than to provide service and this has already been done, we ask to have this matter 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
A&E Factory Services
XXX-XXX-XXXX direct

November 12, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]  [redacted]We have completed the investigation of [redacted]
complaint regarding the bill she was sent for charges stemming from a...

service
visit we scheduled on her refrigerator.We would note that when a consumer schedules a repair
with us, they are informed there will be a $120.00 minimum, non-refundable fee
to come out and assess their appliance and provide an estimate for repair. This
fee helps cover our expenses for traveling to a home and the labor while there.
In [redacted] case, our technician went to her home and spent 45 minutes
attempting to discover what caused the ice blockage. Unfortunately the blockage
was so bad, that it needed to be defrosted, which takes more time than we have
to just have our technician sit around and wait. In good faith the technician
did not collect our standard fee at that time, because he thought [redacted] was
going to allow us to come back out once it was defrosted, so that we could assess
the situation further. He indicated that this second visit would not incur a
second minimum fee as it would be covered under the original. With that said, [redacted] did not have us come back out
and we ended up not receiving any payment for our services even though we spent
time traveling to her home, and being in her home to assess the refrigerator.
It was certainly not our technician’s fault that the refrigerator had so much
ice that it could not be assessed properly and yet in good faith we were
willing to make another trip out once it had defrosted. Since we did not
return, we had no other choice but to bill [redacted] for the minimum fee she
was responsible to pay. Our records indicate that she paid this valid charge on
November 3, 2015, and since it was valid, she would not be entitled to a
refund. However, we still remain willing to go back out to assess the
refrigerator if just the act of defrosting it did not resolve her issue. Since
so much time has elapsed though, this offer cannot remain open indefinitely so
we ask [redacted] to contact me directly at [redacted] by November 26, 2015,
if she would like to have us schedule this call at no charge. In the interim,
since we have explained why we had to bill [redacted] and remain willing to
provide further diagnostic services if the defrost did not resolve the issue,
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]

Initial Business Response /* (1000, 6, 2015/09/03) */
September 3, 2015
[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 dissatisfaction with the service experience she received from A&E Factory Service on her Samsung washer.
As clarification, the item in question was never purchased at Sears and the warranty to service it is not held by Sears or A&E Factory Service. A&E Factory Service is one of several service companies contracted by Samsung to provide warranty service and any questions regarding the terms of the warranty coverage would have to be directed to Samsung. With that said when our service department contacted Ms. [redacted] they were informed that service was not needed and requested that we cancel the service. Since Ms. [redacted] has canceled service we have closed our case.
We apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
A&E Factory Service
XXX-XXX-XXXX

February 1, 2017   [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 the service she has...

received from A&E Factory Service.   We first want to clarify that warranty service is scheduled by the manufacturer, and if it is meant to be covered, then the manufacturer sets the order up with a special production ID that identifies how the technicians handheld computer should charge the customer. A&E has nothing to do with this or with what is or is not covered under a manufacturer’s warranty. We are just contracted by the manufacturer to service the appliance. If we are told by [redacted] that we must collect charges if the service is not related to a defect in material or workmanship since that is all they would cover, then we must do so.   We noticed on the 2 newest service orders that were filed after this complaint was opened, there are special production ID’s that were not on the others along with authorization codes. However, there are still notes from [redacted] indicating that only defects are covered. This means on the one that was closed a couple of weeks ago, that we charged [redacted] for the repair and not Ms. [redacted]. If she feels she was charged in error on a previous call, then she would need to take that up with [redacted] to see if they would reimburse her. In the meantime, we show she is scheduled for another repair on February 3rd, and hopefully this will resolve her ongoing service issue.   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 Direct Line: [redacted] Email: [redacted]

March 31, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted]

Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the problems he encountered...

with the parts delivery for the repair of his microwave and the char**s he incurred for the incomplete service.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled a microwave repair. We value Mr. [redacted] patrona**, 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 Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We contacted Mr. [redacted] and he confirmed that he never received the part because [redacted] would not release the packa** to him since it was listed under someone else’s name. It was discovered that the order was listed under the technician’s name. We apologize that Mr. [redacted] was not ordered another part when he called our customer service to report the delivery issue. Since Mr. [redacted] did not receive the part, he cancelled the service order and the system automatically issue an invoice for the part and the diagnosis performed by the technician. According to our records, Mr. [redacted] paid the invoice; however, the microwave service was not completed. We offered to reorder the part and schedule service to install the part; Mr. [redacted] agreed. We ordered the part and service is scheduled for April 4, 2017 for our technician to install the part at no additional char** to Mr. [redacted]. In the interim, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[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 Ms. [redacted] complaint regarding service for her ** Dryer.   As clarification, A&E...

Factory Service are one of several service companies contracted by the Obligor of Ms. [redacted] warranty to provide warranty service and any questions regarding service or replacement will need to be addressed by the obligor of the ** warranty. If Ms. [redacted] is unsatisfied with the service dates that are available from A&E Factory service then she will need to contact ** and request a different service company. Since we have explained why we are not able to refund Ms. [redacted] dryer as she request we have closed our case.   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]

Initial Business Response /* (1000, 10, 2015/07/22) */
July 22, 2015
[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...

dissatisfaction with the rescheduled repair appointments on the washer.
It is unfortunate that we failed to meet Ms. [redacted] expectations when we recently scheduled a washer repair. We value Ms. [redacted] patronage and can understand her frustration when the technician did not show for the scheduled appointment. I want to assure you, that Ms. [redacted] complaint was sent to our management team for review and it will be handled internally.
Our records indicate that the washer repair was completed on July 17, 2015. As a courtesy, we offered Ms. [redacted] $40.00 laundry reimbursement which she accepted. She should receive the reimbursement via check within 2 - 3 weeks. If she does not receive the check, she can contact me at XXX-XXX-XXXX. Since the washer has been repaired and we did provide Ms. [redacted] with her desired resolution, we ask to have this matter 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
A&E Factory Service
XXX-XXX-XXXX direct

Revdex.com:I had Day's Appliance Repair come to my house and they did NOT charge me because NO parts were needed.  The Sears Tech had no clue what he was doing and charged me for labor that was never performed and parts that were never used.  I would hope that Sears would refund my money since they did nothing and the tech was scamming me.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

April 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted]  [redacted] We have completed the investigation of [redacted] complaint regarding his recent service call. First, we would like to...

apologize to [redacted] for failing his expectations when he recently scheduled a repair through A&E Factory Service.   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.  We do not take these matters lightly, and we sincerely regret any frustration we may have caused [redacted].  On April 20, 2016, after reviewing [redacted] concerns, we contacted him to provide a copy of the repair invoice and part order.  [redacted] accommodated our request and sent the documentation via email that same day.  Since the repair invoice and part order supported [redacted] claim that the technician had recommended the wrong part for his dryer, we agreed to issue him a refund for the A&E service call and the part he ordered.   A credit request for $59.00 was submitted, so [redacted] should see a refund post to his [redacted] account within the next two weeks.  Additionally, we are sending [redacted] a check for $149.95, as reimbursement for the part; he should receive this check in approximately two weeks as well. Since [redacted] has indicated that the aforementioned resolution meets with his approval, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist