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
Were it not for the involvement of Mr*** *** I would not entertain the prospect of doing business with Sears in the future. He was able to have me regain my confidence in Sears. I will be purchasing from them in the future
Sincerely,
*** ***
May 10, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: * *** *** ** *** Dear Ms*** We have completed our
investigation of Ms*** complaint regarding her recent purchase As Ms*** requested, the contract for her range was canceled on May 4, and a refund amounting to $was issued to her *** *** According to our records, Ms*** has also been provided with $worth of Shop Your Way Rewards points in connection with this issueOur delivery team provided $and after the local Store Manager *** *** spoke with Ms***, she added another $ As far as the alleged damage to her home is concerned, a claim has been failed with the carrier and she should be contacted shortly if she has not already for handlingIn light of the aforementioned information, 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*** Tell us why here
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,
Marcus C***
Complaint: ***
I am rejecting this response because: Sears is not standing behind their productI understand the limitations with the warranty being expired, but the item does not work properly and has not since it was purchased
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,
Jill ***
January 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal We have spoken with Mr*** regarding his rebuttalIn the interest of resolving this matter amicably, we offered to provide him with a $credit and to send him two keys free of charge, which he accepted As such, we have closed our file 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 Ms*** complaint regarding her refrigerator*** ***, Sears Hometown Outlet Stores District
Sales Manager provided the following response: *** *** manager of the Tucker Sears Outlet reached out to Ms*** and invited her into the store to select a replacement refrigeratorMs*** will be given dollar for dollar store credit to be used to replace the refrigeratorIf Ms*** has any concerns I invite her to contact me at *** *** Since we have noted Sears Outlet’s intent to replace Ms*** refrigerator, 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 ***
January 25, *** *** 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 and request for a refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we show that Sears Online confirmed that the merchandise was returned to the warehouseTherefore, we submitted a refund request and Ms*** can expect to see her credit post to her account within to business daysFor Ms*** records the return receipt number is ***Should Ms*** have any questions regarding the refund, she may contact us via email 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 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
Complaint: ***
I am rejecting this response because:The tenant, MrC*** has informed me that hehad already or was going to schedule theappointment for the installation of the logicboard in the immediate future.
Sincerely,
Susan G***
December 8, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL
*** *** * *** *** *** ***We have completed the investigation of Mr***
complaint regarding his online order that was missing one piece of the order
and his
request for a full refund.After researching *** *** online order we found no
record of his complaint since he received the order back on October 2, It
has been over weeks since he received his product and never notified Sears of
this issue until we received this Revdex.com complaint on December
1, With that said, while we are unable to issue a full refund, we are
willing to offer $in Shop Your Way Reward points to his SYWR account as a
onetime courtesy exceptionIf Mr*** would like to accept this offer, then
he may contact us via email at *** or he may call *** ***In the interim, we have noted Mr***
concerns and respectfully ask to have this matter closed, pending his decisionWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
July 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his mattress
As clarification, the mattress Mr*** ordered, the *** Chisholm Firm, is inches highHowever, if it is not measured properly, it can seem much shorter The profile is measured from bottom of mattress to the crown of the mattress, not height of border onlyWe are willing to provide Mr*** with a 30% discount to keep the item as-isHowever, if he does not want to accept that, we can provide him with a refund as he has requestedShould Mr*** wish to accept either offer, he may contact me via email during business hours at *** In light of the aforementioned information, we respectfully ask that this matter be considered 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
January 11, 2017 *** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and her request to receive $37.26. It is unfortunate if we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintAfter reviewing the complaint filed, we sent an email correspondence to Sears Shop Your Way Rewards department to research furtherFor more clarification, we have arranged for our Shop Your Way Reward team to contact Ms*** directlyThis department will go over the transaction and return she made as well as explain what happens to the points when an item is returnedMs*** may also contact the SYWR department for any questions 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 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 SpecialistSears Holdings Corporation
October 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr* *** rebuttal We have reviewed both our response and Mr* *** rebuttal, and we do not find that he has brought any new information to his complaintIf Mr*** was told that his order had been canceled, then a mistake was made and we apologizeThat said, a full refund for $was issued on October 18, This refund should reflect within 3-business days Unfortunately, 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 Mr* *** case, we do apologize that we failed his expectations, but as we have made him whole with the issuance of the aforementioned refund, we have closed our file 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 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Mark *** - # *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Carpet Cleaning. Upon
receiving Mr*** complaint, we contacted the local office for assistance. The office provided the following response. On October 1, 2016, technicians were sent to Mr*** home to perform a cleaning; Mr*** had expressed concern with pet odors in the carpet. During the initial inspection, the technicians found that the carpet had several pre-existing conditions and noted on the invoice that because of these conditions the outcome could not be guaranteed. Sears Service Guarantee specifically excludes pre-existing conditions such as permanent statins of any color, pet stains, pet odor or wear patternsMr*** initialed and signed off on the invoice, acknowledging this limitation. Once the service was completed, Mr*** signed off on the results as well On October 5, 2016, the local office received a phone call from Mr*** expressing his dissatisfaction with the entry way; he stated that the carpet felt dirty and that the pet odor was still present. While the removal of the pet odor was not guaranteed, the local office agreed to return to Mr*** home for a follcleaning and pet odor treatment as a courtesy. The follappointment was scheduled for October 14, 2016. On October 13, 2016, as a standard daily procedure, the office called the *** home to confirm that someone would be home on October 14th for the service. Even though the office was unable to get a confirmation, as a courtesy, they kept Mr*** on the schedule for October 14th. On the day of service, the technicians arrived at Mr*** home around 4:00pm. Prior to their arrival, several phone calls were made, but no one could be reached. After waiting a few minutes, the technicians left On October 24, 2016, Mr*** called the office again to inquire why no one had showed up on October 14, 2016. After it was explained to Mr*** the steps the office had taken to try to reach him, he was asked what day would be convenient to schedule another appointment. At that time, Mr*** stated that he had another company, Modernistic, come out to his home and clean his carpet. The office immediately informed Mr*** that due to the carpet being cleaned by another provider, any remaining service guarantee was voided. Shortly thereafter, Mrs*** called the office demanding a refund of the cleaning fee charged by Sears. It was explained to Mrs*** that only a manager could authorize a refund and that he would be available after 2:00pm. Mrs*** began to yell and use profanity. Mrs*** was subsequently advised that the call would be disconnected if she continued with the verbal abuse. Mrs*** repeatedly called the office after that and was eventually told to please stop calling as she would not be provided with the refund she was seeking Due to the fact the Sears Carpet Cleaning was not given the opportunity to remedy Mr*** concerns with the carpet and because he had another service company clean the carpet, no refund will be provided. As this decision is final and commensurate to the terms of Sears Service Guarantee, we ask that this matter be closed We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
February 16, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Lilia *** - # Dear Ms***: We have completed our investigation of Ms***’ complaint regarding her refrigerator repair It is
regrettable that we failed Ms***’ expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms***’ patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon receiving Ms***’ complaint, we contacted the local service unit for assistance. Melony with responded that the $service deductible would be waived for customer satisfaction. Additionally, our records show that the repair to Ms***’ refrigerator was completed on February 7, 2017, with the installation of a control board. Ms*** paid $for the repair because it exceeded the $repair cap under her Sears Home Warranty. With that said, since we have documented Ms***’ concerns with the repair process and completed the service to her refrigerator, 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
Complaint: ***
I am rejecting this response because:By giving me an additional warranty only shows me that they are expecting me to have more problems with this fridgeAlso I have already had food loss, that they did not care about back in June and I have already had to purchase another fridge that I have had to put in my garage because of the time it has taken them to come out and NOT fix my fridge! I have also had to leave work early days because of their junk fridgeI want my fridge replaced! I feel that they can see that this product is a lemon! Also because of the time it takes to get a repair person I feel that they have a lot of lemons, that is why I would like my money back for the fridge, so I can go somewhere else and purchase a new fridge to put in my brand new house,a company who takes care of their customers and treats their customers with respect!
Sincerely,
*** ***
July 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to the previous response provided regarding her refund We have reviewed Ms*** rebuttal, and we do not find that she has brought any new information to her complaint. We understand that she was dissatisfied with the service she received and can only apologize for any inconvenience she has experiencedIt should be noted that the refund in question was processed on July 6, It normally takes to business days to receive the gift card in the mailTherefore, Ms*** can expect to receive the remaining balance by July 26, Unfortunately, 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*** case we do apologize that we failed her expectations, but we feel the refund that has been processed is relative to the circumstances 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
January 13,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the delay in receiving her
refund for the item that was cancelled on her online order
Firstly we 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 service furtherWe reached out to Chaz *** Store Manager for Store *** to assist with Ms*** concernHe researched and discovered that Ms*** should have been refunded $worth of Shop Your Way Reward pointsHe contacted Ms*** and advised her that he would issue the refundHe also offered to add an additional $worth of reward points to her account for the inconvenience; she accepted the offerWith 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,
Linda ***
July 27, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his battery
First of all, we would like to point out that we have no records in our file to corroborate Mr*** claim that he was promised a refund checkFurthermore, it is not in our policy to send refund checks for battery warranty issuesIf such an offer were to be made, it would be outside of our policy and it would have needed to be documentedWe want to note that Mr*** had only months remaining for his battery warranty; he had been able to use the item for two and a half yearsMr*** would not be entitled to a full refundAs such, we felt a pro-rated refund was sufficient Even though Mr*** purchased his battery for $119.00, we contacted him and offered to provide him with a $gift card, or a $check, but he declined both offersThe amount being offered is at least half of the value of the item, if not more As a final gesture of good will, we are offering to send him his choice of either a$check or an $gift cardShould Mr*** wish to accept, I may be reached during business hours via email at *** This offer is only valid for days from the date of this letter; after that, it will be null and void We apologize to Mr*** and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist 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
Were it not for the involvement of Mr*** *** I would not entertain the prospect of doing business with Sears in the future. He was able to have me regain my confidence in Sears. I will be purchasing from them in the future
Sincerely,
*** ***
May 10, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: * *** *** ** *** Dear Ms*** We have completed our
investigation of Ms*** complaint regarding her recent purchase As Ms*** requested, the contract for her range was canceled on May 4, and a refund amounting to $was issued to her *** *** According to our records, Ms*** has also been provided with $worth of Shop Your Way Rewards points in connection with this issueOur delivery team provided $and after the local Store Manager *** *** spoke with Ms***, she added another $ As far as the alleged damage to her home is concerned, a claim has been failed with the carrier and she should be contacted shortly if she has not already for handlingIn light of the aforementioned information, 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*** Tell us why here
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,
Marcus C***
Complaint: ***
I am rejecting this response because: Sears is not standing behind their productI understand the limitations with the warranty being expired, but the item does not work properly and has not since it was purchased
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,
Jill ***
January 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal We have spoken with Mr*** regarding his rebuttalIn the interest of resolving this matter amicably, we offered to provide him with a $credit and to send him two keys free of charge, which he accepted As such, we have closed our file 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 Ms*** complaint regarding her refrigerator*** ***, Sears Hometown Outlet Stores District
Sales Manager provided the following response: *** *** manager of the Tucker Sears Outlet reached out to Ms*** and invited her into the store to select a replacement refrigeratorMs*** will be given dollar for dollar store credit to be used to replace the refrigeratorIf Ms*** has any concerns I invite her to contact me at *** *** Since we have noted Sears Outlet’s intent to replace Ms*** refrigerator, 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 ***
January 25, *** *** 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 and request for a refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we show that Sears Online confirmed that the merchandise was returned to the warehouseTherefore, we submitted a refund request and Ms*** can expect to see her credit post to her account within to business daysFor Ms*** records the return receipt number is ***Should Ms*** have any questions regarding the refund, she may contact us via email 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 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
Complaint: ***
I am rejecting this response because:The tenant, MrC*** has informed me that hehad already or was going to schedule theappointment for the installation of the logicboard in the immediate future.
Sincerely,
Susan G***
December 8, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL
*** *** * *** *** *** ***We have completed the investigation of Mr***
complaint regarding his online order that was missing one piece of the order
and his
request for a full refund.After researching *** *** online order we found no
record of his complaint since he received the order back on October 2, It
has been over weeks since he received his product and never notified Sears of
this issue until we received this Revdex.com complaint on December
1, With that said, while we are unable to issue a full refund, we are
willing to offer $in Shop Your Way Reward points to his SYWR account as a
onetime courtesy exceptionIf Mr*** would like to accept this offer, then
he may contact us via email at *** or he may call *** ***In the interim, we have noted Mr***
concerns and respectfully ask to have this matter closed, pending his decisionWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
July 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his mattress
As clarification, the mattress Mr*** ordered, the *** Chisholm Firm, is inches highHowever, if it is not measured properly, it can seem much shorter The profile is measured from bottom of mattress to the crown of the mattress, not height of border onlyWe are willing to provide Mr*** with a 30% discount to keep the item as-isHowever, if he does not want to accept that, we can provide him with a refund as he has requestedShould Mr*** wish to accept either offer, he may contact me via email during business hours at *** In light of the aforementioned information, we respectfully ask that this matter be considered 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
January 11, 2017 *** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and her request to receive $37.26. It is unfortunate if we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintAfter reviewing the complaint filed, we sent an email correspondence to Sears Shop Your Way Rewards department to research furtherFor more clarification, we have arranged for our Shop Your Way Reward team to contact Ms*** directlyThis department will go over the transaction and return she made as well as explain what happens to the points when an item is returnedMs*** may also contact the SYWR department for any questions 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 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 SpecialistSears Holdings Corporation
October 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr* *** rebuttal We have reviewed both our response and Mr* *** rebuttal, and we do not find that he has brought any new information to his complaintIf Mr*** was told that his order had been canceled, then a mistake was made and we apologizeThat said, a full refund for $was issued on October 18, This refund should reflect within 3-business days Unfortunately, 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 Mr* *** case, we do apologize that we failed his expectations, but as we have made him whole with the issuance of the aforementioned refund, we have closed our file 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 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Mark *** - # *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Carpet Cleaning. Upon
receiving Mr*** complaint, we contacted the local office for assistance. The office provided the following response. On October 1, 2016, technicians were sent to Mr*** home to perform a cleaning; Mr*** had expressed concern with pet odors in the carpet. During the initial inspection, the technicians found that the carpet had several pre-existing conditions and noted on the invoice that because of these conditions the outcome could not be guaranteed. Sears Service Guarantee specifically excludes pre-existing conditions such as permanent statins of any color, pet stains, pet odor or wear patternsMr*** initialed and signed off on the invoice, acknowledging this limitation. Once the service was completed, Mr*** signed off on the results as well On October 5, 2016, the local office received a phone call from Mr*** expressing his dissatisfaction with the entry way; he stated that the carpet felt dirty and that the pet odor was still present. While the removal of the pet odor was not guaranteed, the local office agreed to return to Mr*** home for a follcleaning and pet odor treatment as a courtesy. The follappointment was scheduled for October 14, 2016. On October 13, 2016, as a standard daily procedure, the office called the *** home to confirm that someone would be home on October 14th for the service. Even though the office was unable to get a confirmation, as a courtesy, they kept Mr*** on the schedule for October 14th. On the day of service, the technicians arrived at Mr*** home around 4:00pm. Prior to their arrival, several phone calls were made, but no one could be reached. After waiting a few minutes, the technicians left On October 24, 2016, Mr*** called the office again to inquire why no one had showed up on October 14, 2016. After it was explained to Mr*** the steps the office had taken to try to reach him, he was asked what day would be convenient to schedule another appointment. At that time, Mr*** stated that he had another company, Modernistic, come out to his home and clean his carpet. The office immediately informed Mr*** that due to the carpet being cleaned by another provider, any remaining service guarantee was voided. Shortly thereafter, Mrs*** called the office demanding a refund of the cleaning fee charged by Sears. It was explained to Mrs*** that only a manager could authorize a refund and that he would be available after 2:00pm. Mrs*** began to yell and use profanity. Mrs*** was subsequently advised that the call would be disconnected if she continued with the verbal abuse. Mrs*** repeatedly called the office after that and was eventually told to please stop calling as she would not be provided with the refund she was seeking Due to the fact the Sears Carpet Cleaning was not given the opportunity to remedy Mr*** concerns with the carpet and because he had another service company clean the carpet, no refund will be provided. As this decision is final and commensurate to the terms of Sears Service Guarantee, we ask that this matter be closed We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
February 16, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Lilia *** - # Dear Ms***: We have completed our investigation of Ms***’ complaint regarding her refrigerator repair It is
regrettable that we failed Ms***’ expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms***’ patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon receiving Ms***’ complaint, we contacted the local service unit for assistance. Melony with responded that the $service deductible would be waived for customer satisfaction. Additionally, our records show that the repair to Ms***’ refrigerator was completed on February 7, 2017, with the installation of a control board. Ms*** paid $for the repair because it exceeded the $repair cap under her Sears Home Warranty. With that said, since we have documented Ms***’ concerns with the repair process and completed the service to her refrigerator, 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
Complaint: ***
I am rejecting this response because:By giving me an additional warranty only shows me that they are expecting me to have more problems with this fridgeAlso I have already had food loss, that they did not care about back in June and I have already had to purchase another fridge that I have had to put in my garage because of the time it has taken them to come out and NOT fix my fridge! I have also had to leave work early days because of their junk fridgeI want my fridge replaced! I feel that they can see that this product is a lemon! Also because of the time it takes to get a repair person I feel that they have a lot of lemons, that is why I would like my money back for the fridge, so I can go somewhere else and purchase a new fridge to put in my brand new house,a company who takes care of their customers and treats their customers with respect!
Sincerely,
*** ***
July 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to the previous response provided regarding her refund We have reviewed Ms*** rebuttal, and we do not find that she has brought any new information to her complaint. We understand that she was dissatisfied with the service she received and can only apologize for any inconvenience she has experiencedIt should be noted that the refund in question was processed on July 6, It normally takes to business days to receive the gift card in the mailTherefore, Ms*** can expect to receive the remaining balance by July 26, Unfortunately, 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*** case we do apologize that we failed her expectations, but we feel the refund that has been processed is relative to the circumstances 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
January 13,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the delay in receiving her
refund for the item that was cancelled on her online order
Firstly we 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 service furtherWe reached out to Chaz *** Store Manager for Store *** to assist with Ms*** concernHe researched and discovered that Ms*** should have been refunded $worth of Shop Your Way Reward pointsHe contacted Ms*** and advised her that he would issue the refundHe also offered to add an additional $worth of reward points to her account for the inconvenience; she accepted the offerWith 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,
Linda ***
July 27, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his battery
First of all, we would like to point out that we have no records in our file to corroborate Mr*** claim that he was promised a refund checkFurthermore, it is not in our policy to send refund checks for battery warranty issuesIf such an offer were to be made, it would be outside of our policy and it would have needed to be documentedWe want to note that Mr*** had only months remaining for his battery warranty; he had been able to use the item for two and a half yearsMr*** would not be entitled to a full refundAs such, we felt a pro-rated refund was sufficient Even though Mr*** purchased his battery for $119.00, we contacted him and offered to provide him with a $gift card, or a $check, but he declined both offersThe amount being offered is at least half of the value of the item, if not more As a final gesture of good will, we are offering to send him his choice of either a$check or an $gift cardShould Mr*** wish to accept, I may be reached during business hours via email at *** This offer is only valid for days from the date of this letter; after that, it will be null and void We apologize to Mr*** and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***