June 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a purchase he made
previously As Mr*** was informed, any damaged must be reported within hours of deliveryFurthermore, our return policy is in effect for days from the date of purchaseThis is clearly noted on our siteHowever, we have contacted the manufacturer of the item in question and they have agreed to work with Mr*** to resolve his issueHe should be contacted shortlyIn light of the aforementioned, we respectfully ask that this matter be considered closed 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, *** ***
*tRegulatory Complaint Specialist Sears Holdings Corporation *** *** ***
July 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding multiple repairs for his dishwasher
and his subsequent request for a replacement The Master Protection Agreement Mr*** purchased for his dishwasher specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “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.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit. We have completed service orders for Mr*** dishwasher within the most recent continuousmonth period, but only of the service orders meet the aforementioned guidelinesTherefore, although his dishwasher did need service, it does not yet qualify for replacementWith that having been said, we can certainly understand his frustration with the events detailed in his letterOur records indicate that our technician repaired Mr*** dishwasher on June 21, 2016, and confirmed that it was operating to the manufacturer’s specifications afterward. As a good will gesture, we would like to purchase an additional months of Master Protection Agreement coverage for Mr*** dishwasher. It is our hope that this will assist us in restoring his faith in our products and services, and allow him to receive repair and/or replacement coverage beyond his current Master Protection Agreement expiration date of July 16, 2016. If Mr*** would like to accept this offer, we ask that he contact Regulatory Complaint Specialist *** *** ** *** within the next days to accept. We respectfully ask to have this matter closed in the interim, since we have provided services relative and appropriate to the terms of the Master Protection Agreement Mr*** purchased for his dishwasher. 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 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the service on her lawn mower
and that they are not completed in a timely manner
It is unfortunate that we failed Ms*** expectations when she recently dropped-off her lawn mower for repairWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further
We contacted Ms*** and she confirmed that the lawn mower is currently not workingShe mentioned her concern that the store sends the lawn mower out for repair, which delays the repairMs*** mentioned that because of this delay, she will have to pay for lawn careShe also mentioned the inconvenience of having to take the lawn mower to the store for serviceAs clarification, Ms*** purchased a Repair Protection Agreement for her lawn mower that states, “If your sales receipt, Agreement certificate or this Agreement indicates Shop Service, you must bring the Covered Product to a Sears Repair location and pick it up following completion of serviceIn some cases, you will be provided packaging and you must ship the Covered Product to our service location, at our expense, for repair.” Therefore, we advised Ms*** that it is her responsibility to bring in the lawn mower for repairWe also advised that the Sears store associates are not qualified to service equipment; however, it will be sent to an authorized Sears service providerWe assured Ms*** that if the lawn mower is deemed non-repairable, then it will be exchanged as per the terms of her agreementWe provided Ms*** the nearest drop-off location for the repair of the lawn mower; and as a good-will gesture, we also offered her $for lawn care reimbursementWith that being said, 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
*** *** ***
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,
Patrice ***
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,
*** ***
Complaint: ***
I am rejecting this response because: While my latest response was March 6, 2017, my complaints and request for a new unit were during the one year covered warrantyI attempted to have the unit replaced or repaired to the point it would no longer cause damage but Sears repair technicians were useless in that aspectI submitted all the documentation to *** who has since replaced the unit due to Sears being unable to repair itSeven (7) service calls were completed during the one year warranty and were unable to fix the problem which is unacceptable
Sincerely,
*** ***
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,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a washer purchased from SearsWithin his complaint Mr** alleges that his
washer is damagedIt is important to remind Mr** that he had hours to report any damage to SearsOur records indicate that the washer noted in the complaint was purchased from Sears in July 2014, and Sears has not serviced the washerAs a one-time gesture of good customer service we are willing to offer Mr** a washer at 50% off the retail priceIf Mr** would like to accept this offer he can contact *** *** Sears Outlet Store District Service Manager at *** or via email at ***Since we have noted our offer to Mr*** we ask that this complaint be closedWe apologize to Mr** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
March 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with Sears
Home Services First we would like to apologize to Ms*** for failing her expectations when she recently scheduled service for her refrigeratorWhile we try to schedule service as soon as possible, repairs are scheduled on a first come, first served basis. We do not offer emergency service and unfortunately, the next available appointment was two weeks out. Understandably, this was very frustrating for Ms*** We do not take these matters lightly and appreciate Ms*** valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. With that said, Ms*** manufacturer’ warranty expired on December 9, 2015, so neither a covered repair or a replacement is an option. As Ms*** indicated in her complaint, she was unable to keep the February 13th appointment due to a family emergency, and our records show that she never scheduled another appointment. Since Ms*** refrigerator is out-of-warranty, she is not obligated to contact Sears for service; any service provider could be used. Furthermore, it is our hope that Ms*** has had the refrigerator repaired by another service provider, since she canceled her appointment three weeks ago. If not, she is welcome to call and schedule another appointment with Sears Home Services; however, she will be financially responsible for the cost of parts and labor. In the interim, since we have documented Ms*** concerns with our appointment availability and we have explained why we are unable to grant her request for a free repair or a replacement, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, *** *** 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,
*** ***
October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Becky ***
Dear Ms***:
We have completed the investigation of Ms***'s rebuttal to our response regarding her dissatisfaction that the tractor failed sooner than she expected and the quality of the parts provided by the manufacturer to complete the repair
Elias ***, District Manager for Store 3547, provided the following response:
I personally took care of this customer last year when she came into our Covington, TN store with a service problem on a tractor she never purchased from our HTS storeI instructed the local store to take care of the customer on a tractor, she had valid issues with her Sears warranty service experiences
The store and I stepped in a replaced her unit and upgraded her to a 71/plus a $gift card back in I gave this customer my personal cell phone number and asked her to use the local store and I as her advocate if any future service or product issues were to arise with her newly replaced tractor
I personally spoke with this customer last night (October 5, 2015) at exactly 6:p.mand gave her resolutionI have confirmed she has already received her large dollar refund from Dallas Accounting center and the local store will not be picking up the tractor
If Ms*** has any additional questions or concerns regarding her tractor, she can contact District Manager Elias *** at (319) 212-With that being said, since we have provided Ms*** with her desired resolution, 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,
Matilda ***
Regulatory Claims Specialist
Sears Holdings Corporation
***
***@searshc.com
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear *** *** We have completed our investigation of Mr*** complaint regarding multiple services on his riding tractor After reviewing the
service history and discussing the issue with our service department we have authorized a replacement of the riding tractorMr*** selected a new riding tractor, the replacement has been processed and delivery is set for June 17, At this time we are waiting for delivery, Mr*** has been provided with my direct contact information if he needs further assistanceSince it was our understanding that this resolution met with Mr*** approval, we have closed our file We apologize to Mr*** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
October 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with
our customer service and non-receipt of a refund for a washer and dryer he returned to Sears It is unfortunate that we failed Mr*** expectations when he recently returned a washer and dryer to SearsWe value Mr*** patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have reissued the refund of $to Mr*** Sears account ending in *** *** has also been notified of the refund. At this time, we can only reiterate that we truly regret any inconvenience Mr*** may have experienced We hope that in the future he will allow us an opportunity to provide him with a more satisfying 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 Mr*** 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 *** *** *** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Amy L ***#*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her garden tractorJoe Hammontree,
Sears Home Services, Technical Manager provided the following response: On August 25th a new transmission was installed into Ms***’s garden tractorAfter the service call I contacted Ms*** who confirmed that the repairs were completeIt is important to note that a $lawn care reimbursement check was processed and should be received in the next 10-daysIf I can be of any further assistance to Ms***, she can reach me at 913/274-We apologize for the inconvenience noted in Ms***’s complaint and ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
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 refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order we have decided to process a refund for the boots in questionMs*** *** account will be credited within to business days from today’s dateFor Ms*** records the return receipt number is ***Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn 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
February 1, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the points displayed that he would earn with
a purchase and the later revocation of those points. To clarify, there was never a promotion in effect to award those pointsSomehow we had a system error that caused some orders to display a $award for each item purchased and when someone noticed this error happening it was posted on a deals type website and went viralPer the terms and conditions of our website and our Shop Your Way Reward program, any points issued in error can be removedWe did send those affected an email, and Mr*** acknowledges that he received thisWe felt notification of the error allowed the member to make a decision if they wanted to cancel their order if that was still an option, or return it if notIn Mr*** case we do not show any money changed hands since the whole order was paid for with points, though he is still welcome to return that merchandise within the days allotted for a refund of any points that were usedIn the interim, since we have explained there was an error and that Mr*** is welcome to return any merchandise that was purchased if the error contributed to his buying decision and we show the total amount of points used to make the purchase was $10.99, we have closed our file. 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***
July 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94*** -Anne *** ***
Dear Ms***:
We have completed the investigation of Ms* *** complaint regarding her rebate
In response to Ms* ***
letter, we have issued a credit for the $in questionMs*** should see this credit within 3-business daysWe appreciate Ms* *** patronage and we apologize for any misunderstandingSince we have granted Ms* *** request, we respectfully ask that this matter be considered closed
Again, 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,
Tammie ***
Regulatory Complaint Specialist
Direct Line 512-***
Tammie.***@searshc.com
December 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** *** We have completed the investigation of Ms*** complaint regarding her online layaway order
and her request to have the items shipped to the correct local store in *** Virginia It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events detailed in her complaintAfter researching this matter we found that she had previously been in contact with Social Media, Sears escalated complaint departmentSocial Media canceled the order and issued a full refundAdditionally, as a gesture of goodwill Social Media issued Ms*** $in Shop Your Way Reward pointsWe apologize again for any inconvenience she may have experienced and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, since a full refund has been provided, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
October 18,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to the response we provided regarding her dissatisfaction that the range failed too soon and her request for an exchange
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she is dissatisfied that range failed after it was installed, the fact remains that warranty service is currently scheduled for the rangeWe assured Ms*** that if our technician deems the range non repairable, we would exchange it under the manufacturer’s warrantyWe will continue to monitor until the completion of the repair or exchange if deemed non repairable by our technicianSince we have addressed the concerns brought forth in Ms*** complaint and provided a direct point of contact, we have closed our files
Again, 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
*** *** ***
February 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear M** ***
We have completed the investigation of Mr*** rebuttal to our previous response After receiving Mr*** follconcerns, we scheduled another appointment to examine the ovenOn February 4, 2016, a different technician returned to Mr*** home and after examining the oven determined that the unit needed a controller. Mr*** was presented with an estimate, but declined to proceed with further repairs. Since it appears that the first technician may have misdiagnosed Mr*** oven, we are refunding him the $he paid for the initial repair. A credit request was submitted on February 4,016, so the refund should post to his *** account ending in *** in the next ten days. With that said, since it is our understanding that Mr*** no longer wishes Sears Home Services to repair his oven, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
June 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a purchase he made
previously As Mr*** was informed, any damaged must be reported within hours of deliveryFurthermore, our return policy is in effect for days from the date of purchaseThis is clearly noted on our siteHowever, we have contacted the manufacturer of the item in question and they have agreed to work with Mr*** to resolve his issueHe should be contacted shortlyIn light of the aforementioned, we respectfully ask that this matter be considered closed 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, *** ***
*tRegulatory Complaint Specialist Sears Holdings Corporation *** *** ***
July 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding multiple repairs for his dishwasher
and his subsequent request for a replacement The Master Protection Agreement Mr*** purchased for his dishwasher specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “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.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit. We have completed service orders for Mr*** dishwasher within the most recent continuousmonth period, but only of the service orders meet the aforementioned guidelinesTherefore, although his dishwasher did need service, it does not yet qualify for replacementWith that having been said, we can certainly understand his frustration with the events detailed in his letterOur records indicate that our technician repaired Mr*** dishwasher on June 21, 2016, and confirmed that it was operating to the manufacturer’s specifications afterward. As a good will gesture, we would like to purchase an additional months of Master Protection Agreement coverage for Mr*** dishwasher. It is our hope that this will assist us in restoring his faith in our products and services, and allow him to receive repair and/or replacement coverage beyond his current Master Protection Agreement expiration date of July 16, 2016. If Mr*** would like to accept this offer, we ask that he contact Regulatory Complaint Specialist *** *** ** *** within the next days to accept. We respectfully ask to have this matter closed in the interim, since we have provided services relative and appropriate to the terms of the Master Protection Agreement Mr*** purchased for his dishwasher. 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 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the service on her lawn mower
and that they are not completed in a timely manner
It is unfortunate that we failed Ms*** expectations when she recently dropped-off her lawn mower for repairWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further
We contacted Ms*** and she confirmed that the lawn mower is currently not workingShe mentioned her concern that the store sends the lawn mower out for repair, which delays the repairMs*** mentioned that because of this delay, she will have to pay for lawn careShe also mentioned the inconvenience of having to take the lawn mower to the store for serviceAs clarification, Ms*** purchased a Repair Protection Agreement for her lawn mower that states, “If your sales receipt, Agreement certificate or this Agreement indicates Shop Service, you must bring the Covered Product to a Sears Repair location and pick it up following completion of serviceIn some cases, you will be provided packaging and you must ship the Covered Product to our service location, at our expense, for repair.” Therefore, we advised Ms*** that it is her responsibility to bring in the lawn mower for repairWe also advised that the Sears store associates are not qualified to service equipment; however, it will be sent to an authorized Sears service providerWe assured Ms*** that if the lawn mower is deemed non-repairable, then it will be exchanged as per the terms of her agreementWe provided Ms*** the nearest drop-off location for the repair of the lawn mower; and as a good-will gesture, we also offered her $for lawn care reimbursementWith that being said, 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
*** *** ***
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,
Patrice ***
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,
*** ***
Complaint: ***
I am rejecting this response because: While my latest response was March 6, 2017, my complaints and request for a new unit were during the one year covered warrantyI attempted to have the unit replaced or repaired to the point it would no longer cause damage but Sears repair technicians were useless in that aspectI submitted all the documentation to *** who has since replaced the unit due to Sears being unable to repair itSeven (7) service calls were completed during the one year warranty and were unable to fix the problem which is unacceptable
Sincerely,
*** ***
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,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a washer purchased from SearsWithin his complaint Mr** alleges that his
washer is damagedIt is important to remind Mr** that he had hours to report any damage to SearsOur records indicate that the washer noted in the complaint was purchased from Sears in July 2014, and Sears has not serviced the washerAs a one-time gesture of good customer service we are willing to offer Mr** a washer at 50% off the retail priceIf Mr** would like to accept this offer he can contact *** *** Sears Outlet Store District Service Manager at *** or via email at ***Since we have noted our offer to Mr*** we ask that this complaint be closedWe apologize to Mr** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
March 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with Sears
Home Services First we would like to apologize to Ms*** for failing her expectations when she recently scheduled service for her refrigeratorWhile we try to schedule service as soon as possible, repairs are scheduled on a first come, first served basis. We do not offer emergency service and unfortunately, the next available appointment was two weeks out. Understandably, this was very frustrating for Ms*** We do not take these matters lightly and appreciate Ms*** valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. With that said, Ms*** manufacturer’ warranty expired on December 9, 2015, so neither a covered repair or a replacement is an option. As Ms*** indicated in her complaint, she was unable to keep the February 13th appointment due to a family emergency, and our records show that she never scheduled another appointment. Since Ms*** refrigerator is out-of-warranty, she is not obligated to contact Sears for service; any service provider could be used. Furthermore, it is our hope that Ms*** has had the refrigerator repaired by another service provider, since she canceled her appointment three weeks ago. If not, she is welcome to call and schedule another appointment with Sears Home Services; however, she will be financially responsible for the cost of parts and labor. In the interim, since we have documented Ms*** concerns with our appointment availability and we have explained why we are unable to grant her request for a free repair or a replacement, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, *** *** 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,
*** ***
October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Becky ***
Dear Ms***:
We have completed the investigation of Ms***'s rebuttal to our response regarding her dissatisfaction that the tractor failed sooner than she expected and the quality of the parts provided by the manufacturer to complete the repair
Elias ***, District Manager for Store 3547, provided the following response:
I personally took care of this customer last year when she came into our Covington, TN store with a service problem on a tractor she never purchased from our HTS storeI instructed the local store to take care of the customer on a tractor, she had valid issues with her Sears warranty service experiences
The store and I stepped in a replaced her unit and upgraded her to a 71/plus a $gift card back in I gave this customer my personal cell phone number and asked her to use the local store and I as her advocate if any future service or product issues were to arise with her newly replaced tractor
I personally spoke with this customer last night (October 5, 2015) at exactly 6:p.mand gave her resolutionI have confirmed she has already received her large dollar refund from Dallas Accounting center and the local store will not be picking up the tractor
If Ms*** has any additional questions or concerns regarding her tractor, she can contact District Manager Elias *** at (319) 212-With that being said, since we have provided Ms*** with her desired resolution, 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,
Matilda ***
Regulatory Claims Specialist
Sears Holdings Corporation
***
***@searshc.com
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear *** *** We have completed our investigation of Mr*** complaint regarding multiple services on his riding tractor After reviewing the
service history and discussing the issue with our service department we have authorized a replacement of the riding tractorMr*** selected a new riding tractor, the replacement has been processed and delivery is set for June 17, At this time we are waiting for delivery, Mr*** has been provided with my direct contact information if he needs further assistanceSince it was our understanding that this resolution met with Mr*** approval, we have closed our file We apologize to Mr*** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
October 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with
our customer service and non-receipt of a refund for a washer and dryer he returned to Sears It is unfortunate that we failed Mr*** expectations when he recently returned a washer and dryer to SearsWe value Mr*** patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have reissued the refund of $to Mr*** Sears account ending in *** *** has also been notified of the refund. At this time, we can only reiterate that we truly regret any inconvenience Mr*** may have experienced We hope that in the future he will allow us an opportunity to provide him with a more satisfying 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 Mr*** 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 *** *** *** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Amy L ***#*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her garden tractorJoe Hammontree,
Sears Home Services, Technical Manager provided the following response: On August 25th a new transmission was installed into Ms***’s garden tractorAfter the service call I contacted Ms*** who confirmed that the repairs were completeIt is important to note that a $lawn care reimbursement check was processed and should be received in the next 10-daysIf I can be of any further assistance to Ms***, she can reach me at 913/274-We apologize for the inconvenience noted in Ms***’s complaint and ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
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 refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order we have decided to process a refund for the boots in questionMs*** *** account will be credited within to business days from today’s dateFor Ms*** records the return receipt number is ***Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn 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
February 1, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the points displayed that he would earn with
a purchase and the later revocation of those points. To clarify, there was never a promotion in effect to award those pointsSomehow we had a system error that caused some orders to display a $award for each item purchased and when someone noticed this error happening it was posted on a deals type website and went viralPer the terms and conditions of our website and our Shop Your Way Reward program, any points issued in error can be removedWe did send those affected an email, and Mr*** acknowledges that he received thisWe felt notification of the error allowed the member to make a decision if they wanted to cancel their order if that was still an option, or return it if notIn Mr*** case we do not show any money changed hands since the whole order was paid for with points, though he is still welcome to return that merchandise within the days allotted for a refund of any points that were usedIn the interim, since we have explained there was an error and that Mr*** is welcome to return any merchandise that was purchased if the error contributed to his buying decision and we show the total amount of points used to make the purchase was $10.99, we have closed our file. 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***
July 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94*** -Anne *** ***
Dear Ms***:
We have completed the investigation of Ms* *** complaint regarding her rebate
In response to Ms* ***
letter, we have issued a credit for the $in questionMs*** should see this credit within 3-business daysWe appreciate Ms* *** patronage and we apologize for any misunderstandingSince we have granted Ms* *** request, we respectfully ask that this matter be considered closed
Again, 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,
Tammie ***
Regulatory Complaint Specialist
Direct Line 512-***
Tammie.***@searshc.com
December 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** *** We have completed the investigation of Ms*** complaint regarding her online layaway order
and her request to have the items shipped to the correct local store in *** Virginia It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events detailed in her complaintAfter researching this matter we found that she had previously been in contact with Social Media, Sears escalated complaint departmentSocial Media canceled the order and issued a full refundAdditionally, as a gesture of goodwill Social Media issued Ms*** $in Shop Your Way Reward pointsWe apologize again for any inconvenience she may have experienced and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, since a full refund has been provided, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
October 18,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to the response we provided regarding her dissatisfaction that the range failed too soon and her request for an exchange
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she is dissatisfied that range failed after it was installed, the fact remains that warranty service is currently scheduled for the rangeWe assured Ms*** that if our technician deems the range non repairable, we would exchange it under the manufacturer’s warrantyWe will continue to monitor until the completion of the repair or exchange if deemed non repairable by our technicianSince we have addressed the concerns brought forth in Ms*** complaint and provided a direct point of contact, we have closed our files
Again, 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
*** *** ***
February 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear M** ***
We have completed the investigation of Mr*** rebuttal to our previous response After receiving Mr*** follconcerns, we scheduled another appointment to examine the ovenOn February 4, 2016, a different technician returned to Mr*** home and after examining the oven determined that the unit needed a controller. Mr*** was presented with an estimate, but declined to proceed with further repairs. Since it appears that the first technician may have misdiagnosed Mr*** oven, we are refunding him the $he paid for the initial repair. A credit request was submitted on February 4,016, so the refund should post to his *** account ending in *** in the next ten days. With that said, since it is our understanding that Mr*** no longer wishes Sears Home Services to repair his oven, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist