Initial Business Response /* (1000, 8, 2015/06/22) */
Contact Name and Title: *** ***
Contact Phone: XXX XXX XXXX XXXXX
June 22,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding her recent online experience
Ms*** attempted to place an online order with Kmart.com and used her PayPal account however an error occurred and an order number was never generatedMs*** indicated that while there may have been an error, she still showed a pending charge to her accountPrior to receiving the complaint filed, we found that Ms*** had previously been in contact with (ECR) Sears escalated complaint departmentECR contacted Sears Online Solutions Manager Sarender Singh who requested an authorization number from Ms*** along with the digit card number and/or account that was used so that she could request the hold to be released by the bankHowever, Ms*** has not responded with the information needed therefore the case was closed pending her response on June 18, Should Ms*** still require assistance, she may contact me directly via email at ***@searshc.comIn the interim, we have noted Ms***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 10, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Both charges have been reversed/cancelled
April 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ***
*** *** *** We have completed the investigation of *** ***’* rebuttal First of all, I would like to note that I never received an email from *** ***My email address is *** In the interest of resolving this issue, I am adding $worth of points to *** ***’s SYWR account These points should reflect within business hoursWhen they do, I ask that *** *** contact me at the email address listed above and I will gladly place and order for the second foundation using those pointsIn light of the aforementioned information, I 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
March 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service receipt of a damaged oven from sears.com It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, on March 8, 2017, we sent an email directly to Ms*** to inform her that we issued a refund of $1,and $to her *** account ending in *** Ms*** may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
June 22, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the repairs made to his refrigerator and his
request for a refund.We found service records under John F* that appear to match Mr*** narrative of eventsIt does look like our technician in November felt that he could repair a leak in the cabinet and when that repair was not successful in the long-term the next technician noted that the leak in the cabinet was inaccessible and could not be repairedIf we had given that information to MrT*** in November, then we would still have collected our minimum fee of $plus tax for the travel to his home to provide the diagnosisAs such, we feel it is fair to refund $of the $collected, leaving us with our trip/diagnostic fee of $after the taxSince the original sale was done with a credit card, and all of digits of that card are no longer accessible in our system after so much time has elapsed, we would need MrT*** to contact us to provide us with the first digits of the digit *** card number ending in *** we do not need the expiration date or the security codeWith the full account number we would be able to see if a chargeback was accepted or not from a credit dispute or if any other refund was processed and if not, we could then issue a refund for $MrT*** is welcome to call me at *** or email me at *** to provide the requested informationIn the interim, since we are willing to issue at least a partial refund if we are able to investigate any prior refunds or chargebacks, we have closed our file pending Mr*** response.We apologize to MrT*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
Complaint: ***
I am rejecting this response because: Sears has not acknowledged purposely and consistently providing conflicting and information with regard to my refundThe refund was not processed on June 27, as stated according to Sears own customer serviceTheir response is unacceptable, especially since the only way I received a refund was to open a dispute via *** which extended the process up to more business days and it was only a provisional refund so it could be deducted from my account ato any time.Providing information regarding my refund in unacceptable business policy and is unfair to customers who assume they're safely doing business with your organizationWith this experience under my belt my taste for sears has been soured, however I do not believe my request is unfairUnfortunately Sears response did not acknowledge anything and, therefore is unacceptable
Sincerely,
Joseph W***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me at this timeI will reopen this should Sears' insurance choose to not cover the damageAs I am a customer of Sears and not ** ***/*** it is Sears' responsibility to take care of the customer and seek to have their costs covered with their insuranceI appreciate they now picked up the old unit, assuming they cover replacement cost for my floor it will be resolvedIf not, I will seek further actionPer the previous information/attachments, it has already been verified by Sears there was a faulty valve and estimates gathered.
Sincerely,
*** ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order and
request for a full refund We would first like to apologize for any inconvenience Ms*** may have experiencedAfter researching the notes in her order we forwarded this matter to (DCC) Sears *** *** ***DCC contacted *** *** and verified that the credit of $had been posted to Ms*** account on December 30, Should Ms*** have any question or would like to verify this, she may contact the number listed on the back of her credit cardIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Allen ***
April 14,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the *** treadmill failed
too soon and the problems she encountered when she requested warranty service
Upon receipt of Ms*** complaint we reached out to *** *** Manager for *** Fitness, to assist with Ms*** concernsMs*** investigated and found that Ms*** contacted *** Fitness the day after the treadmill was deliveredSince it was recently delivered, *** Fitness referred Ms*** back to Sears for the belt issueAs clarification, our installers should have made certain that the belt was aligned before leaving Ms*** homeAccording to their records, Ms*** did not contact *** Fitness again until March 22, to have the belt adjustedMs*** was sent a video link on how to adjust the belt herself; it is a simple process that only takes an allen wrench and a quick turn to resolve the issue*** Fitness does not typically send a technician to a consumer’s home for a basic belt adjustmentRegrettably, due to her medical condition, Ms*** is unable to make the adjustment
As a courtesy, Ms*** agreed to send a technician to perform a maintenance check on Ms*** treadmill; this would include a belt adjustmentWe contacted Ms*** and she confirmed that she was contacted by *** Fitness in regards to the service appointment and she was satisfied with the resolution offeredIn the interim, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Problem resolvedGot money refundedI did receive a couple of calls, after the refund, asking about when I would want my mattress deliveredTheir updates on orders clearly need a lot of workAnyways, yes the problem is resolvedThank you Revdex.com
November 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Mrs*** We have completed our investigation of Ms*** complaint regarding her water heater
We have spoken with Ms*** in regard to this issueWhen we spoke, we offered to send Ms*** a check for the $she paid her plumber to examine the unit as a courtesy and she acceptedThat check was processed on November 21, and it should be received within 10-business days from that dateIn closing, we want to assure Ms*** that her concerns regarding service have been noted and we will endeavor to prevent further such occurrencesIn the meantime, we respectfully ask that this matter be considered resolved We apologize to Ms*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - T*** M J*** Dear Ms*** We have completed the investigation of MsJ***’s rebuttal We have reviewed both our response and MsJ***’s rebuttal, and we do not find that she has brought any new information to her complaint. We understand that MsJ*** is requesting a copy of the enrollment callThis is Sears proprietary information and not released to customer’s therefore MsJ***’s 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
June 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms***
* We have completed our investigation of Mr*** complaint regarding a recent service
call for his treadmill It is regrettable that we failed Mr*** expectations when he recently contacted Sears Home Services to service his treadmill We would like to assure Mr*** 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 Mr*** Upon researching Mr*** complaint, we found that a refund check for $was processed on June 13, 2017. Mr*** can expect to receive the check in the next two weeks With that said, since we have documented Mr*** concerns with the repair process and we are providing him with his requested resolution, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Val ***
March 20, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Charlotte A*** - # *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding her refrigerator Upon receipt of Ms*** complaint, we reviewed the purchase and service history for her refrigerator. The unit was purchased on June 19, 2015, and delivered on June 24, 2015; the one-year manufacturer’s warranty expired on June 24, 2016, nearly nine months ago. During the warranty period, Ms*** had three service calls completed; the last repair was completed on September 1, 2016. Ms*** was not charged for any repairs as they either fell directly under the manufacturer’s warranty or Sears’ Home Services 90-day service guarantee. Unfortunately, neither the warranty nor the 90-day service guarantee is currently in effect; therefore, any needed repairs would be Ms*** financial responsibility Furthermore, per Sears’ Return Policy, a refund is only available within the first days Once a purchase is outside the 30-day time frame, but still within the one-year manufacturer’s warranty, a consumer needs to contact our service department to address any performance issues. Lastly, it is our understanding that Ms*** has purchased a new refrigerator from another retailer. With that said, since we have documented Mr*** concerns with her refrigerator and we have explained why we will not be honoring her request for a refund, we have closed our file We apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent purchase
According to our records, Mr*** was given a refund for $in relation to this matter on March 21, We apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Lawerence W K*** Dear Ms*** We have completed our investigation of MrK*** complaint regarding his tractor Our records show that MrK*** tractor
was repairedWe apologize that we were not able to get the needed repair parts from the manufacture soonerSince it is our understanding that the tractor was repaired we have closed this case We apologize to MrK*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
September 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of MsH*** complaint regarding
the non-receipt of a refund for a canceled dishwasher repair Upon receiving MsH*** complaint, we contacted the local service unit for further assistance. After reviewing MsH*** service order, it was confirmed that MsH*** is due a refund. While MsH*** is not due a full refund, as the technician provided a service by diagnosing her dishwasher; the unit submitted a request for a refund in the amount of $310.11, which reflected the $deduction for the non-refundable diagnostic feeThe check was processed on September 7, 2017, so MsH*** should receive it in the next seven to ten business days. With that said, since we have documented MsH*** concerns with Sears Home Services, and we have processed the refund she is due, we ask that this matter be closed We apologize to MsH*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Initial Business Response /* (1000, 8, 2015/06/22) */
Contact Name and Title: *** ***
Contact Phone: XXX XXX XXXX XXXXX
June 22,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding her recent online experience
Ms*** attempted to place an online order with Kmart.com and used her PayPal account however an error occurred and an order number was never generatedMs*** indicated that while there may have been an error, she still showed a pending charge to her accountPrior to receiving the complaint filed, we found that Ms*** had previously been in contact with (ECR) Sears escalated complaint departmentECR contacted Sears Online Solutions Manager Sarender Singh who requested an authorization number from Ms*** along with the digit card number and/or account that was used so that she could request the hold to be released by the bankHowever, Ms*** has not responded with the information needed therefore the case was closed pending her response on June 18, Should Ms*** still require assistance, she may contact me directly via email at ***@searshc.comIn the interim, we have noted Ms***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 10, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Both charges have been reversed/cancelled
April 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ***
*** *** *** We have completed the investigation of *** ***’* rebuttal First of all, I would like to note that I never received an email from *** ***My email address is *** In the interest of resolving this issue, I am adding $worth of points to *** ***’s SYWR account These points should reflect within business hoursWhen they do, I ask that *** *** contact me at the email address listed above and I will gladly place and order for the second foundation using those pointsIn light of the aforementioned information, I 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
March 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service receipt of a damaged oven from sears.com It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, on March 8, 2017, we sent an email directly to Ms*** to inform her that we issued a refund of $1,and $to her *** account ending in *** Ms*** may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
June 22, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the repairs made to his refrigerator and his
* that appear to match Mr*** narrative of eventsIt does look like our technician in November felt that he could repair a leak in the cabinet and when that repair was not successful in the long-term the next technician noted that the leak in the cabinet was inaccessible and could not be repairedIf we had given that information to MrT*** in November, then we would still have collected our minimum fee of $plus tax for the travel to his home to provide the diagnosisAs such, we feel it is fair to refund $of the $collected, leaving us with our trip/diagnostic fee of $after the taxSince the original sale was done with a credit card, and all of digits of that card are no longer accessible in our system after so much time has elapsed, we would need MrT*** to contact us to provide us with the first digits of the digit *** card number ending in *** we do not need the expiration date or the security codeWith the full account number we would be able to see if a chargeback was accepted or not from a credit dispute or if any other refund was processed and if not, we could then issue a refund for $MrT*** is welcome to call me at *** or email me at *** to provide the requested informationIn the interim, since we are willing to issue at least a partial refund if we are able to investigate any prior refunds or chargebacks, we have closed our file pending Mr*** response.We apologize to MrT*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
request for a refund.We found service records under John F
Complaint: ***
I am rejecting this response because: Sears has not acknowledged purposely and consistently providing conflicting and information with regard to my refundThe refund was not processed on June 27, as stated according to Sears own customer serviceTheir response is unacceptable, especially since the only way I received a refund was to open a dispute via *** which extended the process up to more business days and it was only a provisional refund so it could be deducted from my account ato any time.Providing information regarding my refund in unacceptable business policy and is unfair to customers who assume they're safely doing business with your organizationWith this experience under my belt my taste for sears has been soured, however I do not believe my request is unfairUnfortunately Sears response did not acknowledge anything and, therefore is unacceptable
Sincerely,
Joseph W***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me at this timeI will reopen this should Sears' insurance choose to not cover the damageAs I am a customer of Sears and not ** ***/*** it is Sears' responsibility to take care of the customer and seek to have their costs covered with their insuranceI appreciate they now picked up the old unit, assuming they cover replacement cost for my floor it will be resolvedIf not, I will seek further actionPer the previous information/attachments, it has already been verified by Sears there was a faulty valve and estimates gathered.
Sincerely,
*** ***
*** *** ** *** ** ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order and
request for a full refund We would first like to apologize for any inconvenience Ms*** may have experiencedAfter researching the notes in her order we forwarded this matter to (DCC) Sears *** *** ***DCC contacted *** *** and verified that the credit of $had been posted to Ms*** account on December 30, Should Ms*** have any question or would like to verify this, she may contact the number listed on the back of her credit cardIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Allen ***
April 14,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the *** treadmill failed
too soon and the problems she encountered when she requested warranty service
Upon receipt of Ms*** complaint we reached out to *** *** Manager for *** Fitness, to assist with Ms*** concernsMs*** investigated and found that Ms*** contacted *** Fitness the day after the treadmill was deliveredSince it was recently delivered, *** Fitness referred Ms*** back to Sears for the belt issueAs clarification, our installers should have made certain that the belt was aligned before leaving Ms*** homeAccording to their records, Ms*** did not contact *** Fitness again until March 22, to have the belt adjustedMs*** was sent a video link on how to adjust the belt herself; it is a simple process that only takes an allen wrench and a quick turn to resolve the issue*** Fitness does not typically send a technician to a consumer’s home for a basic belt adjustmentRegrettably, due to her medical condition, Ms*** is unable to make the adjustment
As a courtesy, Ms*** agreed to send a technician to perform a maintenance check on Ms*** treadmill; this would include a belt adjustmentWe contacted Ms*** and she confirmed that she was contacted by *** Fitness in regards to the service appointment and she was satisfied with the resolution offeredIn the interim, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Problem resolvedGot money refundedI did receive a couple of calls, after the refund, asking about when I would want my mattress deliveredTheir updates on orders clearly need a lot of workAnyways, yes the problem is resolvedThank you Revdex.com
November 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Mrs*** We have completed our investigation of Ms*** complaint regarding her water heater
We have spoken with Ms*** in regard to this issueWhen we spoke, we offered to send Ms*** a check for the $she paid her plumber to examine the unit as a courtesy and she acceptedThat check was processed on November 21, and it should be received within 10-business days from that dateIn closing, we want to assure Ms*** that her concerns regarding service have been noted and we will endeavor to prevent further such occurrencesIn the meantime, we respectfully ask that this matter be considered resolved We apologize to Ms*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - T*** M J*** Dear Ms*** We have completed the investigation of MsJ***’s rebuttal We have reviewed both our response and MsJ***’s rebuttal, and we do not find that she has brought any new information to her complaint. We understand that MsJ*** is requesting a copy of the enrollment callThis is Sears proprietary information and not released to customer’s therefore MsJ***’s 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because: I have lost to much time, food and wks of waiting on repairs as well as money
Sincerely,
*** ***
June 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms***
* We have completed our investigation of Mr*** complaint regarding a recent service
call for his treadmill It is regrettable that we failed Mr*** expectations when he recently contacted Sears Home Services to service his treadmill We would like to assure Mr*** 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 Mr*** Upon researching Mr*** complaint, we found that a refund check for $was processed on June 13, 2017. Mr*** can expect to receive the check in the next two weeks With that said, since we have documented Mr*** concerns with the repair process and we are providing him with his requested resolution, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Val ***
March 20, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Charlotte A*** - # *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding her refrigerator Upon receipt of Ms*** complaint, we reviewed the purchase and service history for her refrigerator. The unit was purchased on June 19, 2015, and delivered on June 24, 2015; the one-year manufacturer’s warranty expired on June 24, 2016, nearly nine months ago. During the warranty period, Ms*** had three service calls completed; the last repair was completed on September 1, 2016. Ms*** was not charged for any repairs as they either fell directly under the manufacturer’s warranty or Sears’ Home Services 90-day service guarantee. Unfortunately, neither the warranty nor the 90-day service guarantee is currently in effect; therefore, any needed repairs would be Ms*** financial responsibility Furthermore, per Sears’ Return Policy, a refund is only available within the first days Once a purchase is outside the 30-day time frame, but still within the one-year manufacturer’s warranty, a consumer needs to contact our service department to address any performance issues. Lastly, it is our understanding that Ms*** has purchased a new refrigerator from another retailer. With that said, since we have documented Mr*** concerns with her refrigerator and we have explained why we will not be honoring her request for a refund, we have closed our file We apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent purchase
According to our records, Mr*** was given a refund for $in relation to this matter on March 21, We apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Lawerence W K*** Dear Ms*** We have completed our investigation of MrK*** complaint regarding his tractor Our records show that MrK*** tractor
was repairedWe apologize that we were not able to get the needed repair parts from the manufacture soonerSince it is our understanding that the tractor was repaired we have closed this case We apologize to MrK*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
September 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of MsH*** complaint regarding
the non-receipt of a refund for a canceled dishwasher repair Upon receiving MsH*** complaint, we contacted the local service unit for further assistance. After reviewing MsH*** service order, it was confirmed that MsH*** is due a refund. While MsH*** is not due a full refund, as the technician provided a service by diagnosing her dishwasher; the unit submitted a request for a refund in the amount of $310.11, which reflected the $deduction for the non-refundable diagnostic feeThe check was processed on September 7, 2017, so MsH*** should receive it in the next seven to ten business days. With that said, since we have documented MsH*** concerns with Sears Home Services, and we have processed the refund she is due, we ask that this matter be closed We apologize to MsH*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist