November 5, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** ***We have completed the investigation of M** *** complaint regarding wanting to cancel his parts direct order.Upon receiving M**
*** complaint, we escalated his concerns to *** ***, Customer Advocate, who states the following:M** *** order shows it was delivered on 10/17/per *** *** placed the order on 10/11/and called back on 10/14/to cancelThe order was already processed and was unable to be cancelled. It should be noted that the part is also a non-returnable partBecause *** *** states he never received the part, so have issued a full refund in the amount of $to his *** card. That being said, because we have provided *** *** with his requested resolution, we respectfully request this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** ***Regulatory Complaints Specialist***
August 9, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Heather *** - # Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her trash compactor and a plumbing
issue First, we would like to apologize to Ms*** for failing her expectations when she contacted Sears Home Warranty for a trash compactor and plumbing repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we contacted Brian *** with Sears Home Warranty. He responded on August 5, 2016, that a plumber returned to Ms***’s home on August 3rd to resolve the plumbing concern. Additionally, Ms*** accepted a claim credit of $to replace her trash compactor. Since it is our understanding that Ms*** is satisfied with the resolution of her complaint, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience for
store pickup *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter receiving the complaint filed, we opened a help ticket to have this matter resolvedIn the interim, should Ms*** have any questions she may contact our store directly at *** *** Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponWith that said, we have noted Ms*** concerns, 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
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
Once again I would like to thank the Revdex.comI was refunded in full shortly after my complaint its good to know someone is on the consumers side in cases like mine
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,
Arun ***
December 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal We realize Ms*** has been deeply dissatisfied with what has occurred, which is why we have been in constant communication with the seller since her complaint was receivedIt was our understanding that the fire pit had shipped as well, but that was not the caseHowever, we received confirmation that Patio Imports had received a new fire pit and it is shipping out to Ms*** todayWhile realize that Ms*** would most likely wish to keep her complaint open until she has the new fire pit, but our agreement with the Revdex.com is such that time is a factorWe will follow up with Patio Imports to make sure they forward a tracking numberIn light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to Ms*** once again 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 *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10982729, and find that this resolution is satisfactory to me
Sincerely,
Jason ***
Complaint: ***
I am rejecting this response because: Sears does not address the fact that they estimated it to take over weeks to complete the refrigerator repair. Although it was done in a little over weeks, that is still unacceptable for a daily-needed appliance such as a family's refrigerator. This is not about warranty (yes, there was also approx$in lost food), it is about a complete breakdown in Sears' communication and resolution process, an unacceptable time period to complete the repair, unprofessional actions taken by multiple Sears' personnel and the loss of food and inconvenience. As a brand name, I would expect Sears to offer reasonable compensation for these unacceptable processes and experience
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have not completed the investigation of Ms*** rebuttal regarding Sears Home Services and repairs to her air conditionersMs*** emailed me on July 26, and informed me that she would be providing proof of purchase for portable air conditioners she noted her tenants had to purchaseOnce we have had the opportunity to review the requested paperwork, we will provide an updateWe 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his dishwasher** *** Sears Home
Services, District Service Manager provided the following response: On December 27, 2016, I approved the replacement of Mr*** dishwasherAll Mr*** needs to do is go to his local Sears store and advise his sales associate that his dishwasher has been approved for replacementThe sales associate will process the transaction and explain the installation processThat said we have closed our fileWe 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 ***
Complaint:
I am rejecting this response because: Apparently, Sears thinks that taking days to diagnose an ice maker is normal. The service they have provided is not in the realm of normal. The phone services stated 'repair or replace' also have weight regardless of them trying to hide behind the contract. If Sears does not intend to provide repairmen that are competent, then the service is a scam/trap/set up intended to weasel money out of usHow they consider $to be a replacement for a large refrigerator? Contracts still have to be represented appropriately. What kind of business tells someone over the phone something will happen, and then has a clause buried in a contract that negates that? That's not the image of a company I ever want to work with. I further note, that each repairman after the first questioned the prior technicians motives. For example, one wondered out loud to us, why did the last guy order that part? I understand that a cost to inspect an appliance would be deducted from a refund. But the cost quoted is absurd! Over $700! A tech that comes from any other company would charge a one time fee, and then subsequent visits are included in that first fee. Even Sears did that for their deductible, but when considered ways of getting OUT of the contract they set the bar unreasonably high. The fee quoted is equivalent to the remaining monthly balance we have on the monthly fees for the year, thus making cancellation more expensive than keeping it. The contract was done in bad faith by sears and seeks to entrap us. They racked up hidden costs in the extra visits, providing slow service to get us through the day right of refusal window, and then hid behind a clause buried in their contract that conveniently absolves them of thousands of dollars in costs I am surprised that Sears, a company I had previously thought was reputable, is defending this horrible product they are pedaling. I would like to see the rate of renewal for these home "warranty" products, bet that would reveal how many people value this product and agree with me
Sincerely,
Jeremy ***
May 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear *** *** We have completed the
investigation of Mr*** complaint regarding his dissatisfaction with his local Sears, after he was charged for a lawnmower he never receivedIt is unfortunate that we failed to meet Mr*** expectations in regard to the recent lawnmower transaction. Upon receiving Mr*** complaint, we contacted Store Manager *** *** and our Accounting Department for assistance. Accounting advised that the quickest way to resolve this issue was for Mr*** to dispute the charge with his bank. Mr*** spoke with Mr*** on May 12, 2016, and he advised that he had already disputed the charge with his bank. Furthermore, he expressed his extreme frustration with the situation and indicated that he did not intend to shop at Sears again. With that said, since Mr*** has taken the steps necessary to receive a credit to his account and we have documented his concerns with his recent purchase, 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
(The consumer indicated he/she ACCEPTED the response from the business.)
Upon review of their propose, I have chosen to accept Sears offer of a percent credit of the amount charged for the service
April 1, *** *** 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 refrigerator ice maker Upon receiving Mr*** complaint, we reviewed the notes in our service system, as well as a customer service case that was opened up when Mr*** called to complain about the service call to his refrigerator. According to the notes in the customer service case, on March 23, 2017, Mr*** stated that he would not pay the outstanding bill. In his complaint to the Revdex.com, he states that he paid the bill to avoid having his credit ruined. We contacted the National Claims Center and they found no record of the bill being paid. Therefore, we emailed Mr*** twice, once on March 24, 2017, and another time on March 28, 2017, to request proof of payment and to ask for documentation to support his claim that the Sears technician misdiagnosed his refrigerator ice maker. Mr*** has yet to respond to either email Without Mr*** providing the requested documentation, we find no other recourse than to continue to bill him for the service call completed on February 7, 2017. With that said, we have closed our file We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Robin *** #*** Dear Ms*** We have completed the investigation of Ms*** complaint regarding damage to her home after the installation of a dishwasherKathy
***, Sears Installation Solutions, Customer Advocate provided the following response: I have been in contact with Mindy from ***, the company who installed Ms*** dishwasherMindy has informed me that on November 1, 2016, check #in the amount of $was sent to Ms*** to cover the repairs to her counterIf Ms*** needs to reach out to Mindy, she can be reached at 320-968-Since we have confirmed that Ms*** will be provided with her desired resolution, we 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
May 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear MsV*** We have completed the investigation of Ms***’s rebuttal We have reviewed both our response and Ms***’s rebuttal, and we do not find that she has brought any new information to her complaintRefunds are issue in the same tender as paymentThis is standard practice for retailers and it is part of our agreement with the credit/debit card companiesAccording to the receipt for sales check number *** the price for Ms***’s service contract was $209.99, but she received a 10% discount for $making the amount paid $plus tax, which is what was issuedIn regard to the alleged damage to Ms***’s floor, a claim has been filed with the carrier and she should be contacted shortlyUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms***’s case, we do apologize that we failed her expectations, but our decision is final. 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 ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: 1*** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his allegations of damages
caused to his home by the contractor that installed his water heaterAs clarification, this has been turned over to our third party claims administrator, *** Mr*** claim number is *** and his adjuster may be reached during business hours at (*** ***It seems that is still openRegardless, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears*** has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon ***'s actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that *** pursues for resolving any customer issuesAt this time, Mr*** needs to direct any further correspondence to *** to the attention of his caseworkerAs stated above, although we empathize with Mr*** frustrations, we are not in a position to assist him per ***'s protocolWe 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 Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because:technician came out after weeks on sep But he did nothing for preventive maintenance, according to Tech I do not qualify for preventive maintenance until jan he explain what is done during preventive maintenance.I try to called the lady left me message and found out its general customer service number and customer service didnt know who that lady was.still Sears has not answered my question why the sales person told me that I will get filters once a year but when time comes they dont offer what they promise? sales person told us that if they cant fix the fridge they will replace it with new, I am not sure how true is that information nowAlso just for there information customer service is horriblewhen I called to speak to the lady left me message, customer service did not transfer and didnt know who that person wasI am pretty sure they will listen to my conversation before filling to Revdex.com and after filling Revdex.com.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a purchase made at Sears Outlet Stores*** ***, manager of the
Richmond Sears Outlet provided the following response: After receiving and reviewing Ms*** complaint, I contacted her to discuss her concernsIn the end it was decided to refund for the refrigerator purchaseThat said we have refunded Ms*** for her purchase, this occurred on September 20, If I can be any other assistance to Ms*** she can reach me at *** That said we 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
March 21,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** * *** *** Via: Revdex.com Website
Dear Ms***
Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding
your inquiry concerning the above-referenced fileI confirmed with Ms*** that she has already paid for the repairs of the ceiling damages to the home, and has provided invoices in the amount of $1,*** will continue to handle the damage claim moving forward, and will be in touch with Ms*** directlyThe claim number is *** SHIP will continue to monitor the *** claim on our side to ensure it is followed through to completion
At this time, we respectfully request that you close your fileThank you for your time, effort, and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** *** via 1st Class US Mail
November 5, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** ***We have completed the investigation of M** *** complaint regarding wanting to cancel his parts direct order.Upon receiving M**
*** complaint, we escalated his concerns to *** ***, Customer Advocate, who states the following:M** *** order shows it was delivered on 10/17/per *** *** placed the order on 10/11/and called back on 10/14/to cancelThe order was already processed and was unable to be cancelled. It should be noted that the part is also a non-returnable partBecause *** *** states he never received the part, so have issued a full refund in the amount of $to his *** card. That being said, because we have provided *** *** with his requested resolution, we respectfully request this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** ***Regulatory Complaints Specialist***
August 9, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Heather *** - # Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her trash compactor and a plumbing
issue First, we would like to apologize to Ms*** for failing her expectations when she contacted Sears Home Warranty for a trash compactor and plumbing repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we contacted Brian *** with Sears Home Warranty. He responded on August 5, 2016, that a plumber returned to Ms***’s home on August 3rd to resolve the plumbing concern. Additionally, Ms*** accepted a claim credit of $to replace her trash compactor. Since it is our understanding that Ms*** is satisfied with the resolution of her complaint, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience for
store pickup *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter receiving the complaint filed, we opened a help ticket to have this matter resolvedIn the interim, should Ms*** have any questions she may contact our store directly at *** *** Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponWith that said, we have noted Ms*** concerns, 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
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
Once again I would like to thank the Revdex.comI was refunded in full shortly after my complaint its good to know someone is on the consumers side in cases like mine
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,
Arun ***
December 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal We realize Ms*** has been deeply dissatisfied with what has occurred, which is why we have been in constant communication with the seller since her complaint was receivedIt was our understanding that the fire pit had shipped as well, but that was not the caseHowever, we received confirmation that Patio Imports had received a new fire pit and it is shipping out to Ms*** todayWhile realize that Ms*** would most likely wish to keep her complaint open until she has the new fire pit, but our agreement with the Revdex.com is such that time is a factorWe will follow up with Patio Imports to make sure they forward a tracking numberIn light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to Ms*** once again 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 *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10982729, and find that this resolution is satisfactory to me
Sincerely,
Jason ***
Complaint: ***
I am rejecting this response because: Sears does not address the fact that they estimated it to take over weeks to complete the refrigerator repair. Although it was done in a little over weeks, that is still unacceptable for a daily-needed appliance such as a family's refrigerator. This is not about warranty (yes, there was also approx$in lost food), it is about a complete breakdown in Sears' communication and resolution process, an unacceptable time period to complete the repair, unprofessional actions taken by multiple Sears' personnel and the loss of food and inconvenience. As a brand name, I would expect Sears to offer reasonable compensation for these unacceptable processes and experience
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have not completed the investigation of Ms*** rebuttal regarding Sears Home Services and repairs to her air conditionersMs*** emailed me on July 26, and informed me that she would be providing proof of purchase for portable air conditioners she noted her tenants had to purchaseOnce we have had the opportunity to review the requested paperwork, we will provide an updateWe 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his dishwasher** *** Sears Home
Services, District Service Manager provided the following response: On December 27, 2016, I approved the replacement of Mr*** dishwasherAll Mr*** needs to do is go to his local Sears store and advise his sales associate that his dishwasher has been approved for replacementThe sales associate will process the transaction and explain the installation processThat said we have closed our fileWe 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 ***
Complaint:
I am rejecting this response because: Apparently, Sears thinks that taking days to diagnose an ice maker is normal. The service they have provided is not in the realm of normal. The phone services stated 'repair or replace' also have weight regardless of them trying to hide behind the contract. If Sears does not intend to provide repairmen that are competent, then the service is a scam/trap/set up intended to weasel money out of usHow they consider $to be a replacement for a large refrigerator? Contracts still have to be represented appropriately. What kind of business tells someone over the phone something will happen, and then has a clause buried in a contract that negates that? That's not the image of a company I ever want to work with. I further note, that each repairman after the first questioned the prior technicians motives. For example, one wondered out loud to us, why did the last guy order that part? I understand that a cost to inspect an appliance would be deducted from a refund. But the cost quoted is absurd! Over $700! A tech that comes from any other company would charge a one time fee, and then subsequent visits are included in that first fee. Even Sears did that for their deductible, but when considered ways of getting OUT of the contract they set the bar unreasonably high. The fee quoted is equivalent to the remaining monthly balance we have on the monthly fees for the year, thus making cancellation more expensive than keeping it. The contract was done in bad faith by sears and seeks to entrap us. They racked up hidden costs in the extra visits, providing slow service to get us through the day right of refusal window, and then hid behind a clause buried in their contract that conveniently absolves them of thousands of dollars in costs I am surprised that Sears, a company I had previously thought was reputable, is defending this horrible product they are pedaling. I would like to see the rate of renewal for these home "warranty" products, bet that would reveal how many people value this product and agree with me
Sincerely,
Jeremy ***
May 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear *** *** We have completed the
investigation of Mr*** complaint regarding his dissatisfaction with his local Sears, after he was charged for a lawnmower he never receivedIt is unfortunate that we failed to meet Mr*** expectations in regard to the recent lawnmower transaction. Upon receiving Mr*** complaint, we contacted Store Manager *** *** and our Accounting Department for assistance. Accounting advised that the quickest way to resolve this issue was for Mr*** to dispute the charge with his bank. Mr*** spoke with Mr*** on May 12, 2016, and he advised that he had already disputed the charge with his bank. Furthermore, he expressed his extreme frustration with the situation and indicated that he did not intend to shop at Sears again. With that said, since Mr*** has taken the steps necessary to receive a credit to his account and we have documented his concerns with his recent purchase, 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
(The consumer indicated he/she ACCEPTED the response from the business.)
Upon review of their propose, I have chosen to accept Sears offer of a percent credit of the amount charged for the service
April 1, *** *** 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 refrigerator ice maker Upon receiving Mr*** complaint, we reviewed the notes in our service system, as well as a customer service case that was opened up when Mr*** called to complain about the service call to his refrigerator. According to the notes in the customer service case, on March 23, 2017, Mr*** stated that he would not pay the outstanding bill. In his complaint to the Revdex.com, he states that he paid the bill to avoid having his credit ruined. We contacted the National Claims Center and they found no record of the bill being paid. Therefore, we emailed Mr*** twice, once on March 24, 2017, and another time on March 28, 2017, to request proof of payment and to ask for documentation to support his claim that the Sears technician misdiagnosed his refrigerator ice maker. Mr*** has yet to respond to either email Without Mr*** providing the requested documentation, we find no other recourse than to continue to bill him for the service call completed on February 7, 2017. With that said, we have closed our file We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Robin *** #*** Dear Ms*** We have completed the investigation of Ms*** complaint regarding damage to her home after the installation of a dishwasherKathy
***, Sears Installation Solutions, Customer Advocate provided the following response: I have been in contact with Mindy from ***, the company who installed Ms*** dishwasherMindy has informed me that on November 1, 2016, check #in the amount of $was sent to Ms*** to cover the repairs to her counterIf Ms*** needs to reach out to Mindy, she can be reached at 320-968-Since we have confirmed that Ms*** will be provided with her desired resolution, we 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
May 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear MsV*** We have completed the investigation of Ms***’s rebuttal We have reviewed both our response and Ms***’s rebuttal, and we do not find that she has brought any new information to her complaintRefunds are issue in the same tender as paymentThis is standard practice for retailers and it is part of our agreement with the credit/debit card companiesAccording to the receipt for sales check number *** the price for Ms***’s service contract was $209.99, but she received a 10% discount for $making the amount paid $plus tax, which is what was issuedIn regard to the alleged damage to Ms***’s floor, a claim has been filed with the carrier and she should be contacted shortlyUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms***’s case, we do apologize that we failed her expectations, but our decision is final. 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 ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: 1*** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his allegations of damages
caused to his home by the contractor that installed his water heaterAs clarification, this has been turned over to our third party claims administrator, *** Mr*** claim number is *** and his adjuster may be reached during business hours at (*** ***It seems that is still openRegardless, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears*** has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon ***'s actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that *** pursues for resolving any customer issuesAt this time, Mr*** needs to direct any further correspondence to *** to the attention of his caseworkerAs stated above, although we empathize with Mr*** frustrations, we are not in a position to assist him per ***'s protocolWe 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 Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because:technician came out after weeks on sep But he did nothing for preventive maintenance, according to Tech I do not qualify for preventive maintenance until jan he explain what is done during preventive maintenance.I try to called the lady left me message and found out its general customer service number and customer service didnt know who that lady was.still Sears has not answered my question why the sales person told me that I will get filters once a year but when time comes they dont offer what they promise? sales person told us that if they cant fix the fridge they will replace it with new, I am not sure how true is that information nowAlso just for there information customer service is horriblewhen I called to speak to the lady left me message, customer service did not transfer and didnt know who that person wasI am pretty sure they will listen to my conversation before filling to Revdex.com and after filling Revdex.com.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a purchase made at Sears Outlet Stores*** ***, manager of the
Richmond Sears Outlet provided the following response: After receiving and reviewing Ms*** complaint, I contacted her to discuss her concernsIn the end it was decided to refund for the refrigerator purchaseThat said we have refunded Ms*** for her purchase, this occurred on September 20, If I can be any other assistance to Ms*** she can reach me at *** That said we 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
March 21,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** * *** *** Via: Revdex.com Website
Dear Ms***
Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding
your inquiry concerning the above-referenced fileI confirmed with Ms*** that she has already paid for the repairs of the ceiling damages to the home, and has provided invoices in the amount of $1,*** will continue to handle the damage claim moving forward, and will be in touch with Ms*** directlyThe claim number is *** SHIP will continue to monitor the *** claim on our side to ensure it is followed through to completion
At this time, we respectfully request that you close your fileThank you for your time, effort, and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** *** via 1st Class US Mail