Tell us why here...November 3,
Revdex.com
Attn: Nita *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: ***/Kimberly *** Via: n***@chicago.Revdex.com.org
Dear Ms***
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerOn 10/31/16, we replaced the surround in Mrs*** bathroom
While I understand we are obligated to warranty the work we do, we are under no obligation to pay
compensationThe surround has been repaired, which is our contractual obligation
At this time we respectfully request you close your fileOn behalf of SHIP, please know we value
Ms*** as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at 800-222-x *** or via email at [email protected]
Sincerely,
Jeanne *** SHIP/HI Regulatory Complaint Specialist
cc: Kimberly *** 1st Class US Postage
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThank you for the quick response and resolution.
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,
Tara Villarreal
May 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his allegations of damage to his vehicle
caused by Sears Auto CenterSears has already referred Mr*** to our third party claims administrator, ***. His claim number is ***. Mr*** may contact *** *** ** *** to discuss his claim. 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 claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon ***’s actions. Their decision is immutable. In many cases involving product liability, if *** denies their claim, they will some*** recommend that the claimant contact the manufacturer of any product in question or use their personal insurance. In Mr*** case, our records show that his claim was denied on March 10, 2017, because after inspection of the vehicle it was determined that the cause of failure was excessive oil leaks unrelated to the service performed by SearsThe oil leaks were found all over the engine but not at the filter or drain plug, which are the only parts Sears technicians would have been in contact with during the oil change. Mr*** needs to direct any further correspondence to *** and preferably to the attention of his caseworkerAlthough we empathize with Mr*** frustrations, we are not in a position to offer any assistance with this matterWe 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
January 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint
regarding her inability to purchase some *** branded merchandise that was marked at an exceptionally low price online As clarification, while we strive to provide our Kmart.com customers with accurate information, including pricing, availability, and product description on all products available on Kmart.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted. We would also note, that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is clearedHowever even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Ms*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: Pricing errors may occur on the Kmart Site from time to time, on items sold by Kmart, or items sold by third party sellersKmart attempts to correct all pricing errors as soon as they are discovered, or as soon as Kmart receives notice of an errorKmart reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from KmartAny payments you make to Kmart for orders that are cancelled due to pricing errors will be refundedIf Ms*** wants to review all of our terms of use, they can be accessed at the bottom of our kmart.com page under “terms of use” or she can go to this link: http://www.kmart.com/en_us/customer-service/Policies/term-of-use.html With that said, Ms*** was lucky that the stores she visited where she was able to purchase the merchandise were not aware of the pricing error when she was making her purchaseHowever, as far as other sales are concerned after they were aware and are now aware, we would be unable to honor her request to purchase more merchandiseSince the merchandise in question was priced so low due to an error and this was subsequently corrected, and our denial was in accordance with our posted terms and conditions, we have closed our file In closure, we apologize to Ms*** 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 *** *** *** *** *** ***
Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: # 1*** - Randall C *** Dear Ms***: We have completed our investigation of Mr*** complaint regarding his range On receipt of Mr*** complaint we
reached out to him and were informed that he no longer had the range and had purchased a new one from SearsWe offered Mr*** a 20% sales adjustment for his inconvenience which he acceptedWe have processed that which totaled $which was processed back on to his credit card ending in Since this resolution was acceptable to Mr*** and he is no longer in need of assistance we have closed this case 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation 512-*** *** Vanessa.L.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I am content with pausing this complaint until I receive the part and have it installed insuring the gazebo is functioning properlyPlease keep in mind, this is not a small part, it is an entire columnThis means we have to take about 30-minutes just to break down the gazebo in order to remove the bad column and install the new one then another 30-minutes to install the new oneThis takes multiple people to make this happen & time. We will do all we can to install it once received
Sincerely,
*** ***
August 10, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Kylie *** - # *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator First, we would
like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. After the technician examined Ms*** refrigerator on August 6, 2016, District Service Manager Lorenzo Savage decided to authorize a replacementBased upon the features of Ms*** current refrigerator and because the model is still available, it was determined that $2,would provide her with a comparable replacement under her MPA. Ms*** was contacted by Maria Llamas with unit on August 10, 2016, and advised to go to her local Sears to reselect. Once at the store, any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, (850) 866-5013, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the manufacturer’s warranty will expire one year from the date of delivery, the MPA will provide extended coverage until March 18, 2019. With that said, since we are providing Ms*** with an equitable resolution, 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
Initial Business Response /* (1000, 5, 2015/07/29) */
Contact Name and Title:***
July 29,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed the investigation of
Mr.***'s complaint regarding his washer
First, we would like to apologize to Mr.*** for failing his expectations when he recently purchased a washer from SearsUpon researching Mr.***'s concerns, we found that he was assisted by our escalated customer service group, Executive Customer Relations (ECR)*** *** with ECR arranged for an in-warranty replacement for Mr.***Our records show that the exchange was processed on July 24, 2015, and the new unit was delivered on July 25, Since Mr.*** has received his requested resolution, a new washer, 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
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes they did swap the washer but only after they scheduled me a sooner appointment and then the day of my appointment at the end if my appointment time range I received a automated phone call telling me to call them back to reschedule which I did and then they advised me that I would have to wait nearly days to the next appointment which they could not provide me with a reason of the cancelling to begin withSears as a company has always been the place to shop for me but with their out of the country help desk and service they provide I will definately have to reconsider future purchases at all stores before just going straight to sears
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the installation of a dishwasher purchased from Sears*** ***, Sears
Installation Solutions, Customer Advocate provided the following response: Sears Installation Solutions records indicate that Mr*** dishwasher was installed on September 30, After the installation occurred, Mr*** was contacted by Ms*** from our office and confirmed the installation of the new unitA $bank check has been requested and should be received by Mr*** within the next 7-daysAt this time, since we have confirmed the installation of the dishwasher and have processed the aforementioned $check, we respectfully request 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 16, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # ***- Emily AT*** Dear Ms*** We completed our investigation of sT*** complaint regarding her
washer and dryer MsT*** has confirmed that the Chadron store contacted her and arranged to provide her with an exchangeSince this resolution met with MsT***’ approval, we have closed our fileWe apologize to MsT*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation
June 30,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** rebuttal to our response regarding his dissatisfaction at being informed that the repair needed on his tractor would not be covered under his Repair Protection Agreement (RPA)
We contacted Mr*** and offered to schedule service for the tractor to provide him a second opinionMr*** accepted and service has been scheduled for July 2, Our technician will reassess the tractor and make a determination on whether the repair will be covered under the protection agreement; or if it will not be covered due to customer neglectIn the interim, since we have addressed the issue brought forth in Mr*** rebuttal, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
*** ***
August 12,
*** *** 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, non-receipt of the part he ordered for his lawn mower and his subsequent request for a refund. It is unfortunate that we failed Mr*** expectations when he recently placed an order with Sears Parts Direct. We value his 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 avertedAs a result of this action, *** ***, Senior Customer Care Representative for Sears Parts Direct, contacted Mr*** to discuss his concerns and inform him that a refund of $was issued to him on August 3, 2016, and $on July 20, 2016. Mr*** confirmed that he received an email notifying him of the refunds, but had not yet checked his account(s) to verify them. Ms*** provided Mr*** with her direct contact information and is welcome to contact her if he has any further questions or concerns about this issue or his refunds. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr*** will allow us an opportunity to provide him with a better example of the type of 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 an equitable 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 *** *** *** ***
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,
Raymond P***
August 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have reviewed Mr*** rebuttal complaint to the previous response provided We have reviewed Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. We understand that he remains dissatisfied and we can only apologize againUnfortunately, 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 grantIn Mr*** case we do apologize if he feels we failed him when he placed his own order, but we feel the policy that is outlined for all of our members online is relative to the circumstances and 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
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of MsM*** complaint regarding her dissatisfaction with her service, and request to cancel
the Sears Home Warranty It is unfortunate that we failed MsM*** expectations with her recent service repairWe value MsM*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure MsM*** that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceWe do show that MsM*** Sears Home Warranty was cancelled before the effective date of Aug 4, We respectfully ask that this matter be closed, since we have cancelled the Sears Home Warranty and noted her candid feedback Again, we apologize to MsM*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***searshc.com
Nita *** Revdex.com North Wabash Ave, Ste*** Chicago, IL Re: Holly * *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her washerAfter reviewing Ms
*** complaint I emailed her and offered to replace her washerWe have processed an exchange and the new washer will be delivered on Friday, October 14, Ms*** is aware of the exchange and is pleased that her concerns have been addressedDuring my conversation with Ms*** I informed her that in the event she needed any additional assistance, she could email or call meAt this time, since it is my understanding that Ms*** was satisfied with the actions taken by Sears to resolve her concerns, 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
February 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her range repair It is
regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her range Due to inclement weather, Ms*** appointment was rescheduled to a later date. We sincerely apologize for any inconvenience the rescheduling may have caused Ms*** Although Ms*** was rescheduled to February 24, 2017, we were able to move her appointment up to February 20, 2017, at which time the new face plate was installed. Since it is our understanding that Ms*** is satisfied with the outcome of the repair, and because we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms* *** We have completed our investigation of Mr*** complaint regarding the service repair time for his mower We apologize for the
delay is service that Mr*** experiencedThe store has moved forward with a replacement of the mower and *** *** *** contacted Mr*** and informed him of this informationAs of June 27, Mr*** has not picked up his replacement mower, he need only go to the merchandise pick up warehouse at the Billings store to pick up the new mowerSince we have moved forward with a replacement for Mr*** and are only waiting for him to pick it up we have closed our case 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 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Shilon A*** Dear *** *** We have completed the investigation of MrsA*** complaint regarding her recent request for
a cancellation and immediate refund of a washer and dryer Kristin E***, Store General Manager for Unit *** provided the following response: It is unfortunate that we failed MrsA*** expectations when she recently attempted to cancel her washer and dryer orderWe value MrsA*** patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this further, we confirmed that a full refund was processed on September 20, Once the check was confirmed voided and stopped, we were able to issue a cash refund that same dayFor MrsA*** records the refund receipt numbers are *** ***, *** ***, for $each and return receipt number *** for $Should MrsA*** have any future concerns, she may contact our store directly at *** *** Additionally, we hope that in the future MrsA*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MrsA*** 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, Eligia C*** Regulatory Complaint Specialist Sears Holdings Corporation
Tell us why here...November 3,
Revdex.com
Attn: Nita *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: ***/Kimberly *** Via: n***@chicago.Revdex.com.org
Dear Ms***
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerOn 10/31/16, we replaced the surround in Mrs*** bathroom
While I understand we are obligated to warranty the work we do, we are under no obligation to pay
compensationThe surround has been repaired, which is our contractual obligation
At this time we respectfully request you close your fileOn behalf of SHIP, please know we value
Ms*** as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at 800-222-x *** or via email at [email protected]
Sincerely,
Jeanne *** SHIP/HI Regulatory Complaint Specialist
cc: Kimberly *** 1st Class US Postage
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThank you for the quick response and resolution.
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,
Tara Villarreal
May 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his allegations of damage to his vehicle
caused by Sears Auto CenterSears has already referred Mr*** to our third party claims administrator, ***. His claim number is ***. Mr*** may contact *** *** ** *** to discuss his claim. 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 claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon ***’s actions. Their decision is immutable. In many cases involving product liability, if *** denies their claim, they will some*** recommend that the claimant contact the manufacturer of any product in question or use their personal insurance. In Mr*** case, our records show that his claim was denied on March 10, 2017, because after inspection of the vehicle it was determined that the cause of failure was excessive oil leaks unrelated to the service performed by SearsThe oil leaks were found all over the engine but not at the filter or drain plug, which are the only parts Sears technicians would have been in contact with during the oil change. Mr*** needs to direct any further correspondence to *** and preferably to the attention of his caseworkerAlthough we empathize with Mr*** frustrations, we are not in a position to offer any assistance with this matterWe 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
January 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint
regarding her inability to purchase some *** branded merchandise that was marked at an exceptionally low price online As clarification, while we strive to provide our Kmart.com customers with accurate information, including pricing, availability, and product description on all products available on Kmart.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted. We would also note, that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is clearedHowever even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Ms*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: Pricing errors may occur on the Kmart Site from time to time, on items sold by Kmart, or items sold by third party sellersKmart attempts to correct all pricing errors as soon as they are discovered, or as soon as Kmart receives notice of an errorKmart reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from KmartAny payments you make to Kmart for orders that are cancelled due to pricing errors will be refundedIf Ms*** wants to review all of our terms of use, they can be accessed at the bottom of our kmart.com page under “terms of use” or she can go to this link: http://www.kmart.com/en_us/customer-service/Policies/term-of-use.html With that said, Ms*** was lucky that the stores she visited where she was able to purchase the merchandise were not aware of the pricing error when she was making her purchaseHowever, as far as other sales are concerned after they were aware and are now aware, we would be unable to honor her request to purchase more merchandiseSince the merchandise in question was priced so low due to an error and this was subsequently corrected, and our denial was in accordance with our posted terms and conditions, we have closed our file In closure, we apologize to Ms*** 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 *** *** *** *** *** ***
Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: # 1*** - Randall C *** Dear Ms***: We have completed our investigation of Mr*** complaint regarding his range On receipt of Mr*** complaint we
reached out to him and were informed that he no longer had the range and had purchased a new one from SearsWe offered Mr*** a 20% sales adjustment for his inconvenience which he acceptedWe have processed that which totaled $which was processed back on to his credit card ending in Since this resolution was acceptable to Mr*** and he is no longer in need of assistance we have closed this case 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation 512-*** *** Vanessa.L.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I am content with pausing this complaint until I receive the part and have it installed insuring the gazebo is functioning properlyPlease keep in mind, this is not a small part, it is an entire columnThis means we have to take about 30-minutes just to break down the gazebo in order to remove the bad column and install the new one then another 30-minutes to install the new oneThis takes multiple people to make this happen & time. We will do all we can to install it once received
Sincerely,
*** ***
August 10, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Kylie *** - # *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her refrigerator First, we would
like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. After the technician examined Ms*** refrigerator on August 6, 2016, District Service Manager Lorenzo Savage decided to authorize a replacementBased upon the features of Ms*** current refrigerator and because the model is still available, it was determined that $2,would provide her with a comparable replacement under her MPA. Ms*** was contacted by Maria Llamas with unit on August 10, 2016, and advised to go to her local Sears to reselect. Once at the store, any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, (850) 866-5013, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; while the manufacturer’s warranty will expire one year from the date of delivery, the MPA will provide extended coverage until March 18, 2019. With that said, since we are providing Ms*** with an equitable resolution, 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
Initial Business Response /* (1000, 5, 2015/07/29) */
Contact Name and Title:***
July 29,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed the investigation of
Mr.***'s complaint regarding his washer
First, we would like to apologize to Mr.*** for failing his expectations when he recently purchased a washer from SearsUpon researching Mr.***'s concerns, we found that he was assisted by our escalated customer service group, Executive Customer Relations (ECR)*** *** with ECR arranged for an in-warranty replacement for Mr.***Our records show that the exchange was processed on July 24, 2015, and the new unit was delivered on July 25, Since Mr.*** has received his requested resolution, a new washer, 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
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes they did swap the washer but only after they scheduled me a sooner appointment and then the day of my appointment at the end if my appointment time range I received a automated phone call telling me to call them back to reschedule which I did and then they advised me that I would have to wait nearly days to the next appointment which they could not provide me with a reason of the cancelling to begin withSears as a company has always been the place to shop for me but with their out of the country help desk and service they provide I will definately have to reconsider future purchases at all stores before just going straight to sears
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the installation of a dishwasher purchased from Sears*** ***, Sears
Installation Solutions, Customer Advocate provided the following response: Sears Installation Solutions records indicate that Mr*** dishwasher was installed on September 30, After the installation occurred, Mr*** was contacted by Ms*** from our office and confirmed the installation of the new unitA $bank check has been requested and should be received by Mr*** within the next 7-daysAt this time, since we have confirmed the installation of the dishwasher and have processed the aforementioned $check, we respectfully request 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 16, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # ***- Emily AT*** Dear Ms*** We completed our investigation of sT*** complaint regarding her
washer and dryer MsT*** has confirmed that the Chadron store contacted her and arranged to provide her with an exchangeSince this resolution met with MsT***’ approval, we have closed our fileWe apologize to MsT*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation
June 30,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** rebuttal to our response regarding his dissatisfaction at being informed that the repair needed on his tractor would not be covered under his Repair Protection Agreement (RPA)
We contacted Mr*** and offered to schedule service for the tractor to provide him a second opinionMr*** accepted and service has been scheduled for July 2, Our technician will reassess the tractor and make a determination on whether the repair will be covered under the protection agreement; or if it will not be covered due to customer neglectIn the interim, since we have addressed the issue brought forth in Mr*** rebuttal, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
*** ***
August 12,
*** *** 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, non-receipt of the part he ordered for his lawn mower and his subsequent request for a refund. It is unfortunate that we failed Mr*** expectations when he recently placed an order with Sears Parts Direct. We value his 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 avertedAs a result of this action, *** ***, Senior Customer Care Representative for Sears Parts Direct, contacted Mr*** to discuss his concerns and inform him that a refund of $was issued to him on August 3, 2016, and $on July 20, 2016. Mr*** confirmed that he received an email notifying him of the refunds, but had not yet checked his account(s) to verify them. Ms*** provided Mr*** with her direct contact information and is welcome to contact her if he has any further questions or concerns about this issue or his refunds. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr*** will allow us an opportunity to provide him with a better example of the type of 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 an equitable 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 *** *** *** ***
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,
Raymond P***
August 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have reviewed Mr*** rebuttal complaint to the previous response provided We have reviewed Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. We understand that he remains dissatisfied and we can only apologize againUnfortunately, 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 grantIn Mr*** case we do apologize if he feels we failed him when he placed his own order, but we feel the policy that is outlined for all of our members online is relative to the circumstances and 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
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of MsM*** complaint regarding her dissatisfaction with her service, and request to cancel
the Sears Home Warranty It is unfortunate that we failed MsM*** expectations with her recent service repairWe value MsM*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure MsM*** that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceWe do show that MsM*** Sears Home Warranty was cancelled before the effective date of Aug 4, We respectfully ask that this matter be closed, since we have cancelled the Sears Home Warranty and noted her candid feedback Again, we apologize to MsM*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***searshc.com
Nita *** Revdex.com North Wabash Ave, Ste*** Chicago, IL Re: Holly * *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her washerAfter reviewing Ms
*** complaint I emailed her and offered to replace her washerWe have processed an exchange and the new washer will be delivered on Friday, October 14, Ms*** is aware of the exchange and is pleased that her concerns have been addressedDuring my conversation with Ms*** I informed her that in the event she needed any additional assistance, she could email or call meAt this time, since it is my understanding that Ms*** was satisfied with the actions taken by Sears to resolve her concerns, 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
February 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her range repair It is
regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her range Due to inclement weather, Ms*** appointment was rescheduled to a later date. We sincerely apologize for any inconvenience the rescheduling may have caused Ms*** Although Ms*** was rescheduled to February 24, 2017, we were able to move her appointment up to February 20, 2017, at which time the new face plate was installed. Since it is our understanding that Ms*** is satisfied with the outcome of the repair, and because we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms* *** We have completed our investigation of Mr*** complaint regarding the service repair time for his mower We apologize for the
delay is service that Mr*** experiencedThe store has moved forward with a replacement of the mower and *** *** *** contacted Mr*** and informed him of this informationAs of June 27, Mr*** has not picked up his replacement mower, he need only go to the merchandise pick up warehouse at the Billings store to pick up the new mowerSince we have moved forward with a replacement for Mr*** and are only waiting for him to pick it up we have closed our case 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 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Shilon A*** Dear *** *** We have completed the investigation of MrsA*** complaint regarding her recent request for
a cancellation and immediate refund of a washer and dryer Kristin E***, Store General Manager for Unit *** provided the following response: It is unfortunate that we failed MrsA*** expectations when she recently attempted to cancel her washer and dryer orderWe value MrsA*** patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this further, we confirmed that a full refund was processed on September 20, Once the check was confirmed voided and stopped, we were able to issue a cash refund that same dayFor MrsA*** records the refund receipt numbers are *** ***, *** ***, for $each and return receipt number *** for $Should MrsA*** have any future concerns, she may contact our store directly at *** *** Additionally, we hope that in the future MrsA*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MrsA*** 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, Eligia C*** Regulatory Complaint Specialist Sears Holdings Corporation